Managed Services Service Delivery

Thomas “Scott” Hawkes

**** * ********* **

Boise, ID 83716

(208)-208-***-****

Experience:

Allied Business Solutions

Chief Operating Officer Jan 2023 – Present

Monitor key performance indicators and solicit direct feedback from key stakeholders to ensure progress towards the company’s strategic plans.

Serve as a critical member of the Company’s Execution Executive Leadership Team to influence strategic priorities and initiatives.

Built, lead, and mentored a diverse team to develop and implement plans for the operational infrastructure of systems, processes, and personnel.

Oversee the negotiation and maintenance of vendor and supplier agreements and contracts that define quality, delivery schedules, pricing, and other terms and conditions.

In conjunction with local leadership, maintained a robust operational excellence system at all current and future facilities that includes standard operating procedures and operational metrics (KPIs).

Implemented project management processes to drive efficiency in Managed IT business process from contract inception through operation delivery.

Maintain a work environment and develop staff to act with a focus on the future, is adaptable, overcomes resistance to change and executes with a sense of urgency to be successful today and within the anticipated future business climate.

Work closely with other company functions to ensure alignment between revenue and business development goals. Ensure efficient and efficient communication at all levels of the organization.

Allied Business Solutions

VP IT Infrastructure, Managed Services – Oct 2021 – Present

Responsible for the growth and new Managed Service packages. Sales, Account Management, and team building to perform and deliver IT best Service management operational practices. Monitored service delivery operational statistics, reports trends, variances, and issues, and take appropriate action. Develop and implement policies and procedures to deliver world class managed services and customer experience excellence.

Led Managed Services delivery and growth.

Manage capital and operating budget with responsibility to meet financial targets.

Lead our team of Operations Engineers and Technical Account Managers to ensure Mission is achieving excellence as evidenced by growth, client renewals, realization of Service Level targets and high client satisfaction ratings.

Build team expansion capabilities through process improvement, resource capacity, and improved tooling. ITIL framework Service management processes

Grew Managed Services revenue through winning new client business plus growing organically within existing client accounts.

Ensured Mission had optimal service delivery processes in place and champion continuous improvement projects on your teams.

Worked with and support other teams, including Product, Sales, and Consulting Services

Met weekly with direct reports and provide daily guidance to Managed Service teams.

Empowered team members to achieve their professional goals.

Cerium Networks. Boise, Idaho 2019-Oct 2021

Director, Support and Managed Services

Director of Cerium Networks support team in United States and Philippines

Contract Renewals tracking and forecasting over 4 million in revenue.

Managed Network, Data Center for over 120 clients nationwide

vCIO project planning with customers and roadmap initiatives

Service promotion and go to Market with additional services.

Oversight of service delivery

Responsibilities:

Managed over 60 Engineers and support technicians.

Managed Contract renewals and Network Design Architecture for new and existing clients

Build support model to gain efficiency within the team.

oPromoted 3 lines of support to better align with client expectations and service levels.

oBuilt best in class Service Level Agreements reporting on them monthly and quarterly for client satisfaction and retention.

CompuNet Inc. Boise, Idaho 2015-2019

Director, Virtual Engineering Center, Managed Services and Operations

Managed and oversaw the growth and building of the Managed Services model and business implementation.

Business Development reviews and new services features with each Region sales and Project engineering teams

Sales strategies and additional services or resource needs Sales quoting and meeting with Clients on Services

Client QBR – Monthly reviews with TOL

Service promotion and go to Market with additional services.

Partner with engineering management to facilitate teams’ collaboration.

Service Health checks with team leads for process improvement opportunities.

Forecasting pipeline opportunities and Resource planning roadmaps

Accumulate and provide service performance reports.

Organize regular service reviews with Clients to cover program status, active program issues, action items, and change requests.

Oversight of service delivery

Relationship Management

Statistical Analysis and Trending

Organizational Integration

Responsibilities:

Managed over 20 Operations Center Administrators for the Network Operations team.

Developed leadership team within the NOC.

Managed Infrastructure Engineers for daily operational and client projects

Managed budget and schedules

Taos Mountain Inc. Boise, Idaho 2012-2015

Director Infrastructure Operations

Managed and oversaw the IT Infrastructure Tier 1-2 support for Taos clients.

Responsible for Communication of quarterly business reviews and reporting to Executive management. Planned and implemented scalable model to grow team and Managed Services for clients and sales organization.

Responsibilities:

Managed over 30 Operations Center Administrators for the Network Operations team.

Provided forecasting for new and existing retention clients and growth for each with new service model

Managed Infrastructure Engineers for daily operational and client projects

Managed budget and schedules

Supervalu Boise, Idaho 2010-2012

Project manager PMO Services

Results driven project management with skills spawning, and directing large, and complex projects and initiatives. I have managed, and worked with both Waterfall and Agile methodologies. Proven ability to deliver team atmosphere, productivity through well managed expectations, and project scheduling. I am believer in trust, open communication, and am strong in staff management, training, coaching and evaluations.

Financial projects:

Including Oracle Upgrade E-Business to R12.2

Sabrix consumer use tax upgrade

Application rewrite for Margin results

Retail projects:

Scanner handheld peripheral devices Motorola 9190

Responsibilities:

Oversight of computer programmers, IT professionals, and system administrators, application subject matter experts.

Provided effective leadership and communications to Management and project stakeholders.

Day to Day management and execution of project through the project lifecycle

Managed budget and schedules

Managing and driving deliverables, including resource task management

Facilitate Business / IT workshops, kickoff, update status as it relates to project.

Building Realistic plans

Business partnering

Day to Day management and execution of project s

Articulating and communicating project status and deliverables

Documented Business Requirements and Managed Expectations

Managed Contractor, and Vendor contracts per project

Supervalu Boise, Idaho 2008-2010

Director, Account Management IT Services, Account Management

Managed and oversaw the IT services for Albertsons LLC Retail and corporate IT application support.

Responsible for Communication to customer leadership. Cultivated positive and enduring relationships with the customer. Fostered an open and trust to collaborate in their initiatives and objectives. Assisted in their IT budget planning, as it aligned with our IT portfolio planning.

Annually reviewed service level agreements for customer

Provided Project Management services for upgrades, changes, new application deployments.

Escalated and maintained application changes for customer.

Networking and creating associations with management at senior levels in order to identify expectations and opportunities.

Responsible for resource allocation who provided problem solving and development of companies IT Financial, and retail applications.

Responsible for handling several crisis situations and have helped resolve many of these issues with the help of multiple management, business and IT resources.

Albertsons Inc./Supervalu Boise, Idaho 2003-2008

Sr. IT Manager, Resource Management Infrastructure – IT Technology Services

Responsible for allocating IT engineers to projects, and support, based on project plans, meeting business needs, and career planning for over 60 full time permanent associates, and 50 contract engineers.

Member of the ITIL project committee to implement best practices for service management, level agreements and reporting. Partner with Account Management and IT Management for approval to scope and budget ITIL program for IT. Tasked with:

o-Coordination of projects with development teams

o-Developing communication from Division Presidents and leadership teams

o-Assist with developing communications to all associates concerning benefits and strategy of program

o-Work with development teams to maximize resource allocation and staffing augmentations with external vendors, including ITIL foundation training

Responsible for staffing projects of all infrastructure road map initiatives. Vast knowledge and understanding of all Infrastructures, including networks, middleware services, and workstations.

Partner with Account Management for Project Charters, initial staffing, and budgets for projected yearly projects.

Work closely with IT to discover emerging technological needs, match proposed plans against current resources and prepare associates with appropriate skill sets.

Lead reorganization to expand and implement Technical Engineering solutions documentation. Focus on each project to define the tasks and deliverables from the Engineering groups and how to maximize and start standards based on existing technologies.

Document procedures for deployment to Operations staff.

Refine and expand Resource Management role to exploit talent and resources while enhancing job satisfaction, company communication and corporate profitability.

Present to IT Sr. Management new staffing requirements for new job families within Information Technology (Technical Writers, Lead Technical Engineers). These new roles and responsibilities maximize project timelines and deployment.

Write and review Job descriptions for Infrastructure Engineering. Partner with Compensation and HR for regional pay grades and increases.

Manage Vendor relationships, and source for engineering tasks. Provide tactical and strategic initiatives for vendors to support ongoing legacy applications.

Onboard, assign tasks, and monitor performance of over 50 external resources.

Write, review and perform semi-annual – annual performance reviews, based on goals that are put in for personal, career, and company initiatives.

Energize team and pursue good work life balance.

Assign tech led positions to grow and mentor.

Plan Career path, for each associate, focused on training and mentoring for any and all new technologies. Develop horizontal and vertical skill assessment to provide gaps for each associate in their respected service teams. Ensure that personal and professional goals are listed and planned for training, and upgrading individual and team’s skills and proficiency.

Work with Project management to assist with proper allocations of resources for projects, to insure budgets are properly allocated. Provide analysis to projects for correct project allocation and duration.

Work with all other areas of IT Management to build department policies, procedures, standards, and projects relating to Infrastructure groups and services. Implement External Resource Management, Certification Training, and Headcount approval processes.

Experience work with Business users to define IT needs, as defined in gathering requirements from the business to translate into system requirements.

Albertsons Inc. Boise, Idaho 1998-2003

IT Manager, Computer Operations – Corporate Financial Systems

Responsible for all activities, and associates within Operations domain relating to planning, administration, and monitoring of IT operations. Improve efficiency and maintain service levels to Business departments and customers for system and application availability.

Project Management Operations - Operations representative and Lead for Data Center Alignment Project, to convert financial applications and infrastructure to current environment

-Consolidate two data centers into one (Albertsons and American Stores Merger)

-Part of review team to determine existing technologies, applications and operating systems

-Coordinate and plan with Development and Operations over 100 applications (over 40 Corporate Financial platforms) onto existing operating systems. Including increased job and applications monitoring with no increase in headcount

Operations Lead - Legacy Financial project to convert to Oracle Financials

o-Convert to Oracle to improve and maximize real time financial reporting to our Business Departments and Retail Stores

o-Lead effort in Operations to convert sunset legacy applications and reports

o-Partner with Business and Development Management on service level agreements

o-Lead effort to eliminate redundant data once reconciliation processes were complete

Corporate Financial Systems responsibilities include application support, change control, and application implementation.

Quarterly Profit and Loss Operations - insure correct reporting and running of financial applications.

Ensure service levels (SLA, OLA’s) commitments are met, including timeliness, and quality.

Assign and direct activities of associates review and evaluate performance.

Multi-task effectively, while remaining detail oriented, and maintain composure in faced paced IT environment.

Initiate, implement, and follow through on Operations projects.

Work with all other areas of IT Management to build department policies, procedures, standards, and projects relating to Computer Operations.

Schedule and assign staff assuring appropriate coverage to meet business needs.

Technical Skills

Operating systems: OS390/Open MVS, AIX. HP/UX, NT

Programming: MVS JCL, CLIST. Familiar with DYL280.

Software and Utilities: JES, TSO, SDSF, ESP Workload Manager, Control-D Reports Manager, Pro/JCL, FILEAID, Panvalet, FTP,VSAM utilities. Familiar with CICS and IDMS

Proficiency in Microsoft office: Word, Excel, Visio

Working knowledge and miscellaneous skills: Client server concepts and principles, software installation and methods, including remote installations, project management, and change management and quality assurance methodologies.

Education

2005 Training course complete for PMI certification, IIL project management curriculum. ITIL Foundations V1

1999 - Present Continuing education (Project Management, Leadership Skills, Management Development, including change management, configuration management, and quality assurance methodologies/procedures). Completed Training

Other

1ITSMF Conferences-Boise, ID and St. Louis, MO

2Luminary Series Leadership Conferences-BSU

3IT/HR Leadership Conference – BSU and Albertsons Intercompany

4ITIL foundations V1

References available on Request

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