Jeffrey Wilson Email & Phone Number

United States

Lead a global team of service managers and outsourcing providers in the delivery of core IT support services to the global organization servicing >100k employees and external partners across >1k applications.Works collaboratively with internal stakeholders and external partners in ensuring day-to-day support of application and infrastructure services , and that these services are operating within the confines of contracts and are meeting the needs of the Sanofi business. My team is responsible for reporting the measurement of performance of our external contracts to the Sanofi business stakeholders, and ultimately own that relationship between the two parties.Responsible for promoting customer feedback and promoting quality of service improvements of core IT support services through regular analysis and reporting, along with targeted communication and focus group feedback loops.Responsible for providing regular data analysis and performance reports to the most senior leaders in Digital, and being a key representative and communicator of our Managed Services organization directly to Digital Unit Leaders and teams.

Lead a global team of service managers and outsourcing providers in the delivery of core IT services to the Research and Development business unit stakeholders.My team ensures day-to-day support of end-users, applications, and infrastructure are operating within the confines of contracted based external services and service providers. We are responsible for measuring the performance of external contracts as well as internal levels of support. Regular service reporting and improvement is managed by each team member who is then aligned to a specific functional area within R&D.I am also accountable in the transformation of IT services through vendor consolidation and cost cutting efforts. I routinely and evaluating services contracts to identify opportunities of improvement and restructuring to provide more value to Sanofi while optimizing costs.Responsible for developing and executing sourcing strategies. These strategies identify how we identify and utilizing our internal capacity needs, and where we prefer to external/contract. These strategies go beyond daily operations, but also include Program and Project management services.

Bridgewater, Nj

Responsible for the operation of an Application Management Service which provides application support and development services for over 300 applications within the R&D and Medical business units of Sanofi. I have overall accountability for service operations and must ensure that day-to-day operational activities are carried out in a timely and reliable manner by our outsourced service provider.My responsibility includes the management and enforcement of Service Level Agreements, Key Performance Indicators, and Underpinning Contracts related to the service and its’ third-party vendor. I am also responsible for managing improvement initiatives of this service, as well as any improvement initiatives with the service providers. I routinely conduct business value assessment of the service to ensure that the service is being optimized through cost/value analysis, and business critical success factor monitoring. I regularly communicate with the many stakeholders of my service to ensure they are informed of the service achievements, risks, roadmaps, and to solicit feedback.I am also responsible and accountable for an application development managed service that provides on-demand development services across the R&D and Medical business unit. This service has a complete service catalog with a defined governance process with mature operational processes. This service develops across more than 6 development technologies with more than 80 applications in our scope. I lead a team of developers, testers, business analyst and project leaders in 3 different countries.I have great knowledge and experience developing strong strategic partnerships, leading change management initiatives, managing and negotiating vendor contracts, and also put the needs of my customer at the focus of my work.

Greater Philadelphia Area

Program Management - Lead our integrated outsource provider resources in delivering a host of transformation projects that transformed the way the IT department operates. These projects include the implementation of a new set of core IT Service Management Tools to enable the Incident Management, Problem Management, Asset Management, Configuration Management, Change Management, and Capacity Management Processes. - Directly accountable to Shire IT Management in the delivery on these projects according to the agreed contractual terms. - Prioritized the planning and implementation of the projects to ensure logical flow and sequence of events. - Lead efforts from both the Shire and outsourced providers side to ensure all necessary resources were committed and allocated to these projects to ensure successful delivery.Operations Management - Worked with outsource providers Team Lead to ensure day-to-day infrastructure operations to provide delivery of systems and services in order to achieve contractual service levels. - Oversaw the operational activities of all IT Service Management systems to support the effective operation of the team’s portfolio of applications. - Perform monthly review of contractual obligations from outsourcing provider. - Review and approve resource allocation matrices and resource planning requirements to ensure uninterrupted delivery of services from the outsourcing provider. - Develop business relationships with all levels including management of the outsourcing provider.Vendor and Resource Management - Lead team of system engineers and support analyst to ensure adequate Tier 1-3 support of systems in our portfolio. - Lead a team of ITIL Experts to develop, implement, monitor, and improve core service management processes using the ITIL Framework and leverage industry best practices. - Manage health and progressive vendor relationships with our Tool System Vendor (BMC), and our Integrated Outsourcing Partner.

Project Management and Implementation - Helped create structure around project management processes and deliverables. - Lead the development of an IT Metric Reporting solution which gave insight on what type of work resources were spending their time on as well as which external customers were creating the most demand.Client Services / Process Improvement - Built strong relationships with the Managed Services departments (HR, IT, Finance, etc.) - Acquired a thorough understanding of the long term vision of the organization and developed roadmaps and recommendations on how to best achieve those goals.IT Management Support - Supported IT Management in the IT planning process, the analysis of key issues, and process improvement initiatives. - Helped drive the ongoing development of Resource Management practices. - Developed management reports and presentations to demonstrate performance of IT and where we stack against the industry and competitors.

Project Management and Implementation - Provided project management capabilities with minimal oversight for the planning, development, delivery, and coordination of technology initiatives. - Utilized Project management tools and software to assist project execution. - Developed, implemented and supported the capabilities needed to enable business strategy. - Provided database administration for systems in support of changing business processes. - Authored, reviewed, and approved various project and system related documentation. - Established day to day relationships and standards with vendors. - Coordinated project and system changes to ensure that ongoing business requirements were being met and goals were achieved. - Was actively engaged in process improvement initiatives, specifically LEAN Six Sigma efforts. - Managed the financials for projects and enhancements to existing systems. - Forecasted and planned for future financial needs. - Possess a working knowledge of the organization’s financial policies and procedures.Relationship and Process Management - Possessed a thorough understanding of the long term vision of the organization and developed recommendations on how to get to there. - Built and maintain relationships with key stakeholders throughout the organization. - Conducted business needs assessment sessions to further understand business gaps and efficiencies then develop strategies and solutions to meet those needs. - Provide change management leadership to assist the business with implementing new or changed business processes in their organization.Compliance Management - Ensured compliance of IT systems and processes with regulatory agencies around the globe. - Acquired good understanding of cGMP, FDA regulations (21 CFR Part 11), EMEA regulations, MHRA regulations, Sarbanes-Oxley, and HIPAA.

Business Process Management - Assisted the customer with implementing new or changed business processes in their organization by providing change management leadership. - Conducted functional and technical analysis sessions to understand the functional and technical needs of the client and developed solutions to meet those needs. - Provided functional consulting which included: business process maps, functional specifications for modifications, developed test plans and scripts, supported customer testing efforts, developed training materials, trained end users, and provided functional support to customer during implementation and rollout phases. - Responsible for a variety of technical support to the project team which included QA, design review, environment setup, operations consulting, troubleshooting, testing, and programming. - Worked with all levels of staff in developing specifications, analyzing user needs, and testing and developing solutions as necessary.Client Relationship - Responsible for developing recommendations regarding improvements to business processes and technologies - Understanding the business processes executed by the key usersQuality Management - Understand and execute team processes - Used management tools effectively to support management efforts - Delivered work against business and team goals - Participated in definition of continuous improvement processesApplication Development - Responsible for the definition, development, and documentation of software’s business requirements, objectives, deliverables, and specifications on a project-by-project basis in collaboration with internal team and business area - Participated in core user team discussions to help understand new requirements and provide input into overall design - Served as knowledge expert/mentor for other members of development team - Participated in work planning and prioritization for the business area support activities

- Supported the definition, prioritization, design/development/testing and release of application fixes and enhancements - Acted as contact point and facilitator with our clients architecture and infrastructure teams - Provided technical understanding/background in guiding decision process for future enhancements - Programmed, tested, and integrated modules used in the applications - Assisted with the clients continuous improvement efforts - Leveraged technical understanding of all application components as a project team resource - Identified, prioritized, and resolved all application issues - Provided technical understanding of all systems and processes for end users

.Develop web sites for small-businesses, non-profit organizations, and municipalities.

.Design and maintain web site for school district with 5300+ students and 1400+ staff. .Developed robust web applications using ASP.NET 2.0 and ADO.NET. . Primary graphics designer for school district which included but not limited to computergraphics, signs, posters, television graphics, and logos.. Contributed expertise and took successful initiatives to enhance the school district’s already stellar community access cable television channel. .Took roles and responsibilities of the Media Services office IT professional which included: technical support and software troubleshooting, network management and configuration, application developer, process analyst, and the implementation of district’s identification system. .Assisted in the production of school related newsletters and brochures by offering valuable ideas of content and final product assembly into digital format.

Mba, Management, Human Resources

Bs:Business Administration, Management Information Systems

Aas, Management Information Systems