Need someone to bring order to chaos and deliver cost savings as well? I am a global Information Technology executive with over 20 years experience and a proven track record of at least 30% year-over-year cost savings delivered through globalization, technology simplification, and process and methodology improvements. Some key tools used to achieve this delivery excellence are ITIL, Six Sigma and Systems Thinking across the Financial, Credit, Retail and Automotive industries. Experience in developing and implementing customized or package software. ERP experience with various major vendors (ie SAP), including negotiations and vendor management. I have been responsible for annual budgets in excess of $170M and over 750 employees globally. I bring a deep understanding of the business, matched with the technical expertise to deliver optimal technology solutions and enable business alignment through governance and process. Able to balance the budget, as well as the tactical versus strategic decisions. Unique in-depth experience defining and implementing personnel development and career frameworks to facilitate organizational excellence.
Dec 2009 - Present
Global Applications Director
Lead a global team of applications development and support personnel during a major change era for a leading manufacturing company. In the process of re-implementing SAP system from 4.6C to 6.0, including all business process definition (using Aris Modelling tool), over 90% standard blueprint, in just over one year. Includes all primary modules.
2006 - 2009
Functional CIO, Ford Customer Service Division
Global responsibility for all development and operations with a budget in excess of $250M and over 425 applications in support of Ford’s Customer Service Division ( Parts, Supply & Logistics, Service Engineering, Diagnostic Service Planning, Warranty, Recall, Service Marketing & Sales, Extended Service Business, Parts Pricing, etc. ).Selected member of the IT Personnel Development Committee for Managers and played an active role in IT Leadership candidate hiring and development.Supported Ford’s strategy to increase service customer satisfaction year over year, including the following strategic initiatives:
vReplaced the entire Parts, Supply and Logistics application portfolio with a solution developed by SAP using requirements from both Ford and Caterpillar which became the SAP industry-standard offering.Achieved inventory reductions over $300M and best-in-class fill rates to Dealers by reconfiguring warehouses and transportation.
v Improved Customer service satisfaction by modifying systems to accommodate daily stock orders to dealers, rather than weekly stock orders; reducing the time required to repair a customer vehicle.
v Implemented through a Rapid development methodology a global recall system for early concern identification in response to National Highway Traffic and Safety Administration requirements. Prior data and system defragmentation efforts allowed Ford to deliver on time.Risk mitigation strategy improved by delivering timely concern information to engineers and the government.
v Delivered innovations in the arena of diagnostic tooling and in-vehicle computing via:
o SYNC - combining the ability to read output from vehicle computer chips to an automotive operating system developed by Microsoft back to a user interface.Led to innovations such as a vehicle health report and provided a platform for other Marketing initiatives.Increased conquest sales dramatically.
o Co-lead business sessions to develop the next generation of an in-vehicle digital lifestyle utilizing new technologies and any new social networking device consolidation, as well as potential remote diagnostic applications.Improved vehicle sales and customer satisfaction.
v Reduced Warranty cost, increased Customer Satisfaction and increased current-year and forward model quality by delivering a total warranty solution including in-Dealer concern reporting through feedback loop to engineering, manufacturing and suppliers.Projected savings of over $100M annually upon completion and positive cash flow throughout development life-cycle.
v Drove global buying synergies and >$10M savings by consolidating parts purchasing to one corporate system.
v Achieved Warranty cost reductions, improved Customer Satisfaction via fix-it-right-the-first-time, and reduced systems complexity by globalizing the service technician training, certification and tracking.
v Delivered Call Center strategy to outsource infrastructure and application layers in conjunction with business function.Cost reductions achieved through low cost sourcing opportunities.
v Implemented and Co-chaired Financial Governance Committee with business Controller to optimize IT spend across entire business unit.Maximized return on investment for all IT dollars spent and ensured business priorities were adhered to.
v Developed and implemented a new skills-based process for succession planning and employee development based on competency development of skills related to Job Families.Improved employee satisfaction in annual surveys regarding career development and opportunities, and placed best qualified candidates in open management positions.
2003 - 2006
Director, Global Enterprise Shared Services
Consolidated and develop a global low cost sourcing strategy for all Shared Services in support of application development and production support at Ford.Annual budget in excess of $150M and headcount in excess of 750 people with regional teams in the U.S., Europe and Asia Pacific.Member of Executive Architecture Committee to help define current and future architectural patterns toward defragmentation and simplification of applications.Facilitated collaboration between Application Development Services organization and the Infrastructure organization to align operations and priorities during critical outages and on-going.Services restructured and overall efficiencies gained by taking the following actions:
vData Architecture & Database Administration – Defined and implemented new processes and responsibilities to gain a 30% efficiency in headcount and development timing.
vDevelopment Tools Services – Planned strategy for application development tools in concurrence with architectural pattern development.Software asset management and negotiations for all development tool responsibility.
vCreative Design & Usability – Identified and leveraged opportunities between IT usability lab and product development usability lab.
vClassroom and Web-based Training Development – Gained efficiencies with more web-based training.
vApplication Launch, Packaging & Certification – Improved launch speed & quality via packaging software releases for repeatable delivery and certification within the production environment.
vEnterprise Configuration Management & Six Sigma – Improved speed and quality of development by combining all Master Black Belts into one team and partnering with external software vendor to implement process and tool improvements based on the ITIL framework.
2000 - 2003
Director, Automotive Consumer Services Group IT
Global responsibility for all development and operations with an annual budget in excess of $170M in support of Ford’s Automotive Consumer Services Group (i.e. Global Joint Venture Acquisitions, Parts, Supply & Logistics, Vehicle Systems & Programs, Parts & Service Marketing (for both Customer & Dealer), Parts & Service Finance, Technical Support Organization).Developed a global Application Architecture Simplification Strategy across the entire ACSG portfolio including an application scoring model based on life-cycle stage of technology, business criticality, redundancy, age of application, cost to support, cost/time to modify and other factors.Scores were then used to develop a five year technical cycle plan in conjunction with the business cycle plan.Collaborated with JV Information Technology Groups to develop an integration strategy.Selected member of the IT Personnel Development Committee for Managers and played an active role in IT Leadership candidate hiring and development.
1999 - 2000
IT Relationship/Resource Director
Developed and implemented a broad band career framework in conjunction with external vendor, delivering market-based compensation practices and a strategic competency model to facilitate a cultural shift toward greater organizational effectiveness within Information Technology.Established on-going benchmarking and reporting practices.
1998 - 1999
Systems Manager, Sears Credit
Managed application development and support for Sears Credit portfolio in the areas of Marketing, Customer Service and Credit Application processing.
1996 - 1998
Sr. Project Manager
Program Manager for development and implementation of the Direct Response Clubs and services Support System.Interfaced with customers, over 30 fulfillment vendors and several internal systems.Delivered on time and within budget.
Program Manager for first enterprise-wide Customer Relationship Management initiative to develop a Customer Data Warehouse and Management System.Customer base of 110 million customers from Sears Retail, Home Service, Credit and Direct Response.Over 70 Terabytes raw data.On time and in budget.
1991 - 1996
Re-engineering of the Discover Card Posting & Billing System from mainframe based package to a client server based system.Cardmember base of 44 million.
Delivered redesign of the new accounts and promotional enrollment processes including interfaces for credit scoring to all three credit bureaus.
1989 - 1991
Supervised staff of 10-15 in support of all Marketing applications.Vendor management of telemarketing agencies and business customer interface for all major Marketing programs.
1987 - 1989
Responsible for systems audits for all of Sears Consumer Financial Corporation including Sears Payment Systems, Discover Card, Sears Consumer Finance, and Sears Mortgage Corporation.Duties included writing code to emulate major applications such as the Posting and Billing system, also provided network support (Novell Network certified); and executive audit report development and presentation.Member of the Certified Information Systems Audit organization.
1985 - 1987
Responsible for all generalist duties for a 200 person non-union facility.Generalist duties entailed benefits coordination / administration, salary administration, OSHA reporting and compliance, unemployment benefits litigation, personnel recruiting and Equal Employment Opportunity reporting and compliance.
1980 - 1985
Program Administrator / Caseworker
Administered part of the “Elgin Project” to introduce chronically mentally ill adults back into the community from state hospital facilities.Responsible for a caseload of thirteen chronically mentally ill adults and general grant writing for program funding.