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Seasoned Services Executive skilled at earning customer’s trust, comprehensively analyzing and solving

problems, and focusing an organization’s execution. Expert at evaluating, designing, sourcing, transforming,

optimizing, and scaling service organizations. Accomplished at growing top and bottom lines of internationally

delivered, complex service contracts by streamlining operations, exceeding client’s expectations, and

identifying strategic opportunities to add value. Adept at bridging cultures, negotiating Win-Win solutions, and

integrating diverse partners into a unified service model that satisfies users.

Key Experiences

• Clientele: Fortune 100 CIO’s and their staffs, small and medium enterprises

• Tenure: 16+ years (13 with IBM)

• Financial: Direct P&L responsibility (10 to 63M USD), plus international revenue and cost

reconciliation for centralized billing and services

• International:Americas (US, CA, MX, BR), Europe (GB, DE), and Asia (IN, MY)

• Service Models:SaaS products (cloud / appliance)

Outsourcing (IT / Application / Business Process)

Captive / On / Near / Offshore Sourcing (transition, steady state, dissolution)

• Management:Direct staff combined with shared services organizations across multiple countries

(up to 300 FTEs), and integrated partners

Work experience

Jan 2007Present

DIRECTOR, SaaS Services and Partner Integration


Developed service model for new on-demand ERP (Enterprise Resource Planning) products: cloud-based

and remotely managed on-premise appliances. Sourced, integrated, and enabled service partners (VAR,

BPO, AO, ITO, HW) within new business and product models, and across regions.

★ Lowered customer Total Cost of Ownership by decreasing ERP implementation time to 1 month,

dramatically reducing required IT support staff, and providing subscription based licensing

★ Designed, tested, and implemented service elements across marketing, sales, implementation, and

support processes that resulted in a smooth, seamless customer experience provided by SAP and

multiple partners

★ Developed a comprehensive blueprint that defined how partners integrate their products, processes,

tools, and people into SAP’s product, providing a unified product service model and SAP’s ability to

enter an entirely new product segment.

May 2005Nov 2006

CLIENT EXECUTIVE, Application Outsourcing

Keane, Inc.

Led 10M USD application outsourcing services contract with Countrywide Financial Corporation (CFC) that

was delivered by 100 FTEs throughout the US and 3 locations across India.

★ Delivered key application development projects which provided high-volume mortgage and insurance

processing, and enabled CFC to achieve a 59% YtY growth rate

★ Took over a declining contract baseline and negotiated a new service agreement that expanded CFC’s

captive sourcing operations to a new city in India, grew the account by +20% YtY, and extended

Keane’s relationship with CFC by 3 years

★ Piloted Keane’s first Collections BPO in the mortgage industry that rapidly matured Keane’s BPO

delivery management

Jan 2000Feb 2005

CLIENT EXECUTIVE, Strategic Outsourcing

IBM Global Services

Managed international P&Ls (63M USD per annum, plus regional revenue and cost reconciliation), IT

(network, voice, desktops, servers, and call centers) and Application operations, and client relations (CIO

and staff; 21 sites; 21,000 users; US, CA, MX, BZ)

★ Led major projects including IBM’s largest concurrently executed global outsourcing transition while not

retaining the majority of the Solectron’s management staff, consolidating global ITO and AO staff under

the CIO, and establishing improved operational procedures

★ Consolidated IT operations globally (networking), regionally (ERP, Mail), and locally to reduce costs

20%, stabilized operations, and support clients’ first companywide ERP implementations (Solectron

and Paramount)

★ Implemented a Customer Satisfaction Index (CSI) tool and process for Solectron, that provided key

insights and allowed a for collaboration that increased customer satisfaction 25 basis points YtY

★ Understood client’s perspective and strategy, adapted services to resolve problems and add value, and

standardized site integration which resulted in 26% YtY account growth (+13M USD) and integration of

IT operations from 11 client acquisitions in a single year

★ Optimized the termination of IBM’s largest financial customer, J.P. Morgan Chase (EMEA subcontract),

which resulted in a mutually satisfied dissolution and reduced IBM’s overall losses


ENGAGEMENT MANAGER, Application Outsourcing

IBM Global Services

Led teams who performed due diligence for IBM’s strategic outsourcing “mega-deals” (1B+ TCV), analyzed

existing customer application management operations, designed and proposed solutions, created

associated (financial, staffing, transition, risk mitigation) plans, drafted agreements, and supported deal

negotiations. Solutions typically included onsite, nearshore, and offshore sourcing models.

★ Designed best-of-class outsourcing solutions which typical saved clients of 20% of their existing costs

and increased capabilities which critical for attaining their strategic growth, while solving complex

governance, finance, process, people, and operational problems

★ Won 725M USD of new signings including Rational Software, Chiron, Nissan, and Solectron


MANAGER, Application Consulting

IBM Global Services

Managed 53 business analyst, architect and developer consultants providing application development services.

★ Implemented a region-wide resource planning tool and process which optimized resource deployment allowing for sharing of resources and qualification of new business opportunities

★ Grew commercial portfolio 25% in less than one year by soliciting new logos and satisfying existing clients


PROJECT MANAGER, Infrastructure Deployment

IBM Global Services

Project Manager for IBM’s first corporate-wide, standardized workstation and regional e-mail environment

★ Led deployment for IBM’s Global Services division (western US) resulting in 22,000 clients deployed within 8 months

★ Implemented issue management tool and process that increased issue resolution efficacy across entire US deployment effort, and allowed a previously troubled project to better the original plan’s scope and timeline




Deployed groupware-based application portfolio to support 350 sales and marketing resources across 25 countries

★ Developed a Customer Relationship Management suite that increased sales force productivity and customer satisfaction


LEAD DEVELOPER, Database Software


Product manager and lead developer of workstation user interface that remotely administered mainframe DB2 environment

★ Developed new product which simplified database administration and reduced customer’s associated costs