Service Delivery Manager
Resume:
GREGORY K. BEHNING
Woodstock, IL 60098
Phone: 630-***-**** • *********@*****.***
Senior Manager Service Delivery / Account Manager
Proven Technical & Leadership Expertise in a Career Spanning 20+ Years
Technology executive with a proven record of developing and implementing Service Delivery strategies and Business Operations as well as providing accelerated sales and profit growth to fortune 500 companies such as AT&T and Qwest. Passion for building and leading world class teams in a fast paced environment.
Relationship Building / Project Management / Account Management / Problem Solving
Implementation Management/ Customer Focused / Operations / Process Management / Logistics
PROFESSIONAL EXPERIENCE
AFFILIATED COMPUTER SERVICES (ACS) - IT Outsourcing 2010 – present
ACS is part of Xerox’s $22 billion global enterprise serving clients in 160 countries. ACS ITO Outsourcing specializes in the design, development, and delivery of flexible IT solutions, mapped to individual client’s needs and standards. Utilizing world-class infrastructure supported by 15 data centers located worldwide ACS-ITO is able to offer an extensive Global IT portfolio to enable customers to reduce costs. Optimize availability and achieve measurable results.
Service Delivery Manager
Client interfacing position responsible for leading a team of IT professionals delivering operational excellence and exceeding client and company standards using ITIL standards.
Managed Service Delivery and improved SLA metrics 200%.
Managed off shore and local support teams
Developed Service Delivery Reference Manual to meet ITIL requirements
Responsible for providing very high CSAT results while managing a very challenging client
DMN GLOBAL SERVICES 2009 – 2010
DMN Global Services provides cellular network engineering and support services internationally including project management, system design, documentation, logistics, implementation, testing, integration, optimization, fault management, and 7X24 support and network management.
Quality/Test Engineer Consultant
Responsible for training and leading a team responsible for performing the testing and troubleshooting of the Motorola Universal Base Stations (UBS) at Sprint cellular locations in the Midwest.
VOLTDELTA 2004 – 2009
(Nortel Networks spin-off)
VoltDelta is the market leader in providing Hosted Solutions, Information Services, and IT Outsourcing solutions to the Telecommunications, Financial Services, Contact Center, Direct Marketing, and Enterprise markets.
Sales Account Executive / Senior Manager Customer Support
Part of a sales team responsible for generating $45+ million in revenue. Responsible for leading the AT&T Professional Services team of 35 engineers across the 22 state AT&T region and was on a team responsible for generating $30+ million in annual revenue. Responsible for implementation and ongoing 7X24X365 support for Data Centers and Call Centers.
Provided Operational and Service Delivery leadership and direction for team of 35 personnel (4 managers) supporting the AT&T account while consistently maintaining a high level of customer satisfaction.
Exceeded $15M annually by spearheading cross-functional teams for successful implementation and support of large scale Information Technology projects.
Achieved $10M+ through negotiating and managing support contracts and service level agreements (SLA’s)
Developed and managed operating budget exceeding $3 million annually.
Exceeded $30M in annual account revenue through business to business account strategies for fortune 500 companies such as AT&T and Qwest.
First point of contact for customer issues during implementations, upgrades, and issue escalations for multiple projects across multiple disciplines.
Developed and maintained processes across all support organizations.
NORTEL NETWORKS 1984 – 2004
Nortel Networks is a multinational telecommunications equipment manufacturer who supplies end-to-end networking products and solutions that help organizations enhance and simplify communications. The Directory and Operator Services group provided Directory Assistance and Enhanced Operator Services to Regional Bell Operating Company across the world.
Customer Support Manager/ Project Manager / Systems Engineer
Managed Customer Support teams at AT&T (Chicago) and Qwest (Minneapolis & Denver) Communications. Successfully managed and supported large projects in Denver and Chicago which resulted in high customer satisfaction and millions of dollars in additional sales and annual support revenue.
Maintained $10+ million annual revenue stream from Service Delivery and new projects.
Successfully managed and coordinated the implementation and on-going support of one of the telephony industry’s largest high-performance, high availability, and geographically-distributed Directory Assistance systems directly realizing annual revenue of over $40 million.
Provided daily leadership and direction for Customer Support teams supporting AT&T and Qwest Communication (15 direct reports).
Successfully managed a multi-million dollar automation and voice recognition project which saved the customer $7 - $9 million annually in operating costs.
Assess individual skill levels to identify training needs and opportunities.
Develop and maintain processes, procedures and work instructions required for service delivery, training and TL9000 compliance.
Participated and led Product and Project team meetings to ensure the supportability and seamless implementation of new products and projects purchased by AT&T and Qwest.
Consistently recognized as Nortel Top Talent.
EDUCATION AND TRAINING
BA, Concordia College, St. Paul, MN 3.91 GPA
Major – Organizational Management and Communication
AA, Northwestern Electronics Institute, Minneapolis, MN 3.23 GPA
Major – Electronics and Computer Systems
Certificate, Denver Education Center
Oracle Database Administration
Certificate, Integrative Performance Technologies – High Performance Management
The Dynamics of Planning & Persuasion
Contact this candidate