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Summary

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

Work experience

2012Present

Global Service Delivery Manger

ABeam Consulting (USA) Ltd. 

Leadership of operational support organization for multiple clients, 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 Malaysia, China, Mexico and Brazil 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 and functional resources supporting over 30 clients globally.
  • 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 management.
  • Managed Client Relationship and Service Delivery teams for IT Outsourcing support.
  • Made significant contributions in winning Comprehensive IT Outsourcing contracts with Global Companies
20072012

Service Delivery Manager

ABeam Consulting (USA) Ltd.

Led Account Delivery Management activities for over 20 Outsourcing clients throughout the United States . Customers included diverse industry companies, such as Elo Touch Solutions, NGK Sparkplugs, KAO, Daikin, Maruchan and many others.

  • Participated on the Company's Pursuit and Bid Assurance team representing the Delivery organization to review and determine if potential contracts should be pursued, based on Companys capabilities, resource availability, financial forecasts and schedule constraints.
  • Joined Pursuit Team for executive presentations showcasing Company 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 2 to over 20 accounts.
  • Mentored subordinate Account Delivery Managers to successfully deliver services to contract

Education

20172018

Masters of Science  - Management 

HEC Paris

Candidate

Jun 2006

Continuing education in Management Information Systems

Harvard University
Dec 2000

Bachelors of Business Administration

Institute of Business Administration