Vice President - Support, Customer Service, Product Support, PMO, ITSM

Barry Winseck

**** ********* *****, **********, ** 15241

412-***-**** • ************@*****.*** • https://www.linkedin.com/in/barry-winseck/

SUMMARY

Results-oriented executive with a demonstrated history of driving revenue growth, building high-performing teams, and delivering exceptional customer experiences. Expertise in leading technology implementations, fostering strategic partnerships, and driving business expansion. Proficient in aligning strategies with organizational goals to achieve superior outcomes.

EXPERIENCE

Global Director, IT Service Management 2023-Present

Lippert Components, Pittsburgh, PA

●Efficiently managing and delivering IT services to meet user needs and align with business goals.

●Serving as the catalyst for Continuous Improvement.

●Accountable for ServiceNow platform and roadmap.

●Expert in Cost Reduction, Avoidance and Containment and improving business efficiency.

●Accountable on a global scale to teams across North America and EMEA, ensuring exceptional IT support and customer service for the enterprise.

●Manage relationships with service providers and collaborate with peers to streamline IT operations and deliver enterprise-wide solutions effectively.

●Spearhead the development, implementation, and governance of the Configuration Management Database (CMDB), along with redefining hardware and software asset management.

●Ensure adherence to support solutions methodology, including conducting reviews, walkthroughs, and obtaining necessary approvals.

●Optimize and enhance ITSM processes and tools to drive effective adoption and utilization, delivering value both internally and externally.

●Oversee and refine the end-to-end service catalog to ensure alignment with business needs and objectives.

●Recent initiatives include: User Onboarding/Offboarding, Software Standards and Governance, Centralized Project Intake, CMDB Governance, multiple Support initiatives including Ticket Avoidance, Customer Satisfaction Surveys and automated self-service.

Vice President, Platform and Product Support and Services 2019–2022

Highmark Health Solutions, Pittsburgh, PA

Directed organizations supporting and innovating the Enterprise Health Platform.

Resolved issues related to defect management, product enhancements, and service requests.

Led process improvements through automation, establishing an enterprise-wide federated model for deploying bots to serve both internal and external customers.

Created and published a library of connectors and standards for integrating with the Enterprise Health Platform, including health/wellness vendors and pharmacy benefits managers.

Executed a strategic initiative to drive revenue through customer support, generating an annual revenue stream of $6 million by developing a catalog of billable, client-specific requests.

Established and managed a continuous improvement and innovations program, reducing operating overhead by 40% and saving the organization over $2 million annually.

Oversaw a team of 800+ individuals across the United States and India, optimizing productivity.

Managed an annual P&L of $32 million, maintaining a favorable budget through effective labor mix management (Onshore 47% / Offshore 53%).

Increased annual Employee Engagement Gallup scores by 79% by chairing three individual engagement councils to enhance the work environment.

Led the delivery of application services supporting the core Health Solution platform.

Supervised all aspects of platform maintenance and support, including triage and dispatch, rapid response, platform service delivery, enterprise release management, and delivery operations/methods.

Championed process improvement and Lean methods across application delivery.

Defined strategic direction, achieved tactical goals, and delivered value to customers.

Vice President, Account Management-Decision Support 2016–2019

CHANGE Healthcare, Pittsburgh, PA

Responsible for a team of directors and senior client executives to maximize customer value and meet financial goals through SaaS decision support products and solutions.

Securedand retained $100M in contracts, encompassing both renewals and new business.

Built and maintained a collaborative team, ensuring effective coordination with horizontal VPs, AVPs, Business Units, Sales Teams, and other internal partners.

Acted as the primary advocate for the customer, communicating client feedback to business units to enhance solution utilization and identify training needs.

Supported product and service owners by aligning new features with client needs, addressing pain points, managing capacity planning, and ensuring overall client satisfaction.

Director of Implementation Services 2005–2016

McKesson Corporation, Pittsburgh, PA

Created the vision and set the strategic direction for the Project Management Office.

Delivered $42 million in services revenue per year for 10 consecutive fiscals.

Contributed over $10 million to Sales revenue by playing a pivotal role in securing multiple customer contracts (new business and add-ons).

Led McKesson Cardiology to be named McKesson Business of the Year in 2011.

Improved McKesson Cardiology's KLAS Customer Service Ranking from #6 to #1.

First McKesson Services team to achieve CMMI Level 2 SCAMPI A Certification.

Collaborated cross-functionally to drive successful client engagements, manage capacity, and develop next-generation service offerings aligned with new product launches.

Managed Services teams in the U.S. and Canada, and developed strategic and executable business plans to ensure operational efficiency.

Implemented productivity metrics to drive efficiency in delivery, including improvements in implementation processes, revenue recognition, and P&L management.

Vice President, Operations 2002–2005

Acusis, LLC, Pittsburgh, PA

Oversaw operations at company headquarters in Pittsburgh, PA, as well as offshore facilities in Bangalore, Coimbatore, Mysore, and Chennai.

Successfully implemented a global operations model to meet customer demands securely and efficiently.

Led quality improvement initiatives, enhancing first-pass yield from 78% to 99% in transcription accuracy.

Managed all aspects of business operations, including program management, business development, IT, customer service, and vendor management.

Directed contract management, acquisition integration, and provided strategic support to various departments, including the India-based Product Development, Quality Assurance, and Transcription Services teams.

Collaborated across functions to develop and execute risk analysis strategies, proactively mitigating system incidents.

Contributed to the development of encryption algorithms to protect Patient Health Information.

Served as Corporate HIPAA Compliance Officer.

SKILLS

Process Improvement

Coaching and Mentorship

Customer Success/Support

Team Building and Leadership

Change Management

Financial and Data Analysis

Merger and Acquisition

Operations Management

Strategic Planning and Leadership

Contract Negotiation/Management

Business Partnering

Project/Program Management

Expense Control

Employee Engagement

Regulatory Compliance/Governance

P&L Management

Sales/Business Development

Revenue Growth and Attainment

CERTIFICATIONS

Lean Six Sigma Green Belt

Information Technology Infrastructure Library (ITIL) 4

Scaled Agile Agilist

EDUCATION

Bachelor of Science – Business/Computer Science

Robert Morris University, Pittsburgh, PA

Associate Degree in Specialized Business – Business Information Systems

ICM School of Business, Pittsburgh, PA

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