Greg Cross Email & Phone Number

Hatfield, Hertfordshire, Gb

Oversees Take On/Transition for Managed Services for North America.

Fort Mill, Sc, Us

Specialize in oversight of complex, multi-tower Infrastructure and Managed Services transitions, both domestic and offshore, primarily focusing on large organizations in varied industries, such as banking, retail, health care, and other major segments. • Conducted successfully managed service transitions for over 25 clients onto multiple platforms, including multiple Fortune 500 organizations• Utilize structured transition management framework to lead cross-functional Client and CompuCom service teams, transitioning from contract inception to delivery of steady-state services• Skilled at leading executive-level governance and status review• Solution review, pricing, Statement of Work (SOW) generation, and other activities both pre-and post-sale, to establish a plan, schedule, and structure within the scope of delivery • Define and execute communication plan at executive and operational levels to ensure proper governance of transition through clear lines of communication between leadership, technical point of contacts and client, keeping all parties updated on progress, challenges, and opportunities.• Risk and Issue Management methodology utilized to identify, communicate and mitigate risk throughout the transition• Manage Change Control for transition through structured change management planning and implementation• Effective financial management of transition/project budget• Drive process improvement through transition and post-transition evaluation and review

Fort Mill, Sc, Us

Refresh of IT equipment and software in over 5000 retail stores and pharmacies across the Central and Southeast US. • Successful completion of the project valued at 40 million dollars revenue• Complete management lifecycle (hiring, training, review, corrective action, firing, etc.) for team of 100 technicians, who perform refresh activities 4 days a week during the overnight hours• Registers, PCs, Network devices, and servers were replaced with new infrastructure.• Ensure that technicians coordinated with supply chain and properly packaged and disposed of old devices• Communicated with store and customer program management as necessary to address issues and questions• Reviewed Satisfaction Survey and implement corrective action as necessary

Fort Mill, Sc, Us

Team of highly skilled professionals responsible for providing Field and Field Support technicians the information and tools necessary to close service calls required to support clients• Implemented central knowledge management process to efficiently deliver technical and process information to technicians on SharePoint platform• Led development of client equipment onboarding process for new products that are introduced into support environment to be supported by logistics, field ops, and field services teams• Established effective problem management practices for large accounts to ensure problems are identified, tracked and solved, while not disrupting delivery objectives• Analyzed trends and provided ad hoc reporting to develop and refine delivery processes for Field Service and FS Support technician• Provided technical expertise to account and solution teams as needed to pursue new business opportunities

Houston, Texas, Us

Multiple roles during tenure including team management, delivery oversight, vendor managed services leadership, project and program development and management.Oversight of aspects of outsourcing and in-sourcing activities, including RFP response, SOW review and red line, performance management and direct team management of operations.Directed multiple service desk operation during tenureDefined and implemented first virtual service desk services (eHelp) - that included self service and multi-desk ICR routing from on line presence.Leader of first mobile work force deployment - distribution of laptops and infrastructure to sales force.