IT GLOBAL SERVICE DELIVERY MANAGER
Infrastructure and Applications ª Transition and Transformation ª Project Management

Pragmatic IT Delivery Management professional with a well-earned reputation for strong work ethic, approachability and consistent commitment to team leadership and innovation. Adept at building strong relationships with global C-level management. Successfully delivers large complex infrastructure and application projects and solutions through expert leadership of cross-functional on-shore and off-shore support organizations. Proactively drives service level management to meet or exceed quality of service commitments. Proven track record of successful program management, solid financial performance, executive and organizational leadership, ITIL based service management, transition and transformation services.

Areas of Expertise

• Performance / Program / Contract Management
• Escalation and Turnaround Management
• Budgeting / Cost Control
• Vendor Management
• Coaching/ Team Building & Leadership
• Systems Development / Implementation
• Global IT Outsourcing
• Contingency Management
• Transition / Transformation Management
• Process Improvement

Professional Experience

Confidential,
Davison, MI 2000 – 2010
Global Service Delivery Manager (2008 - 2010)
Leadership of operational support organization for Pfizer Pharmaceutical, utilizing onshore and multiple off shore centers in a 24x7x365 “follow the sun” support model.

• Insured compliance with all Service Level Agreement\'s achieved highest customer satisfaction results.
• Established effective partnership with delivery management team in Costa Rica, India and Malaysia based delivery centers. Significantly improved communications and teaming for end-to-end global support across service delivery centers.
• Designed and implemented a daily and monthly reporting process for pro-active service management.
• Effectively managed financial control of the delivery program meeting all budget requirements.
• Led over 200 technical resources supporting over 6000+ Wintel servers globally.
• Confidential,

Sales Pursuit (2006-2008)
Participated with Sales Team during Pursuit Phase representing HP Services Global Delivery and winning over $2B in new contract revenue.

• Evaluated risk, costs, resource requirements, schedules and submitted delivery opinions and recommendations to the team for discussion during Bid Assurance and/or Executive Approval sessions.
• Crafted and reviewed services contract and Service Level Agreement language. Negotiated penalties and earn-back criteria in collaboration with KPMG and Pfizer management.
• Upon contract signing, managed Client Relationship and Service Delivery teams for IT Outsourcing support after sale. Brought permanent Account Delivery Manager up to speed for ongoing support.
• Made significant contributions in winning a Comprehensive IT Outsourcing contract with KPMG. Led the data center relocation from England to the Netherlands, server consolidation / virtualization and build out of a new datacenter. Designed and implemented a global support organization to effectively support the new environment.

Confidential,
(2004 – 2006)
Led Account Delivery Management activities for over 40 HP Outsourcing clients throughout the United States with total contract value in excess of $320M. Customers included diverse industry companies, such as Nestle, Disney, Ryder, Cannon, Albertson’s, Cadbury, Deloitte and many others.

• Participated on the HP Pursuit and Bid Assurance team representing the Delivery organization to review and determine if potential contracts should be pursued, based on HP capabilities, resource availability, financial forecasts and schedule constraints. Joined Pursuit Team for executive presentations showcasing HP Services value and commitment to the customer’s success.
• Ensured all Client Satisfaction goals, Service Level Agreements and Contractual Commitments were met.
• Negotiated new business opportunities and grew installed customer base from 13 to over 40 accounts.
• Mentored subordinate Account Delivery Managers to successfully deliver services to contract
• Led Executive Escalation Management for Americas Services installed base.

Senior Account Delivery Manager (2000 – 2004)
Managed client relationship and service delivery teams for IT Outsourcing / Hosting agreements with LEGO Direct, New Venture Gear and Lear corporations.

• Provided operational support, administration and monitoring of all Oracle, VMS and Wintel systems and network functions via remote access by level 1 helpdesk, level 2 technicians and/or onsite support.
• Designed, implemented and maintained a highly successful web services environment providing LEGO with their first consumer focused e-commerce activity.
• Met or exceeded all contractual Service Level Agreements leading to multiple contract extensions.
• Responsible for coordinating and approving all change control activities.

Confidential,
- Southfield, MI 1998 - 2000
Senior Program Manager / Consultant (1998 – 2000)
Led a successful Y2K Remediation Project for a Bank One and DTE Energy.

• Responsible for leading project teams in successfully identifying and modifying application code for all required programs supporting business operations.
• Developed tracking and reporting process, led project review meetings and maintained project history library as required by federal regulatory agencies.
• Served as the liaison to third party service providers for all outsourced business applications.
• Completed projects successfully, on time and within budget. High customer satisfaction achieved.

Confidential,
- Troy, MI 1986 - 1998
Systems Engineering Manager (1991 – 1998)
Advanced Systems Engineer (1986 – 1991)

Confidential,
1985 - 1986
Business Programmer Analyst

EDUCATION

Bachelor of Science in Business Administration,
Management Information Systems Major
Central Michigan University 1984

CERTIFICATION

Project Management PMP Certification (2004 – 2010)

Awards
Hewlett Packard Managed Services “MVP” (2003 – 2006)