John Wick Email & Phone Number

Pittsburgh, Pa, Us

Greater Pittsburgh Region

Working in the Microsoft Customer Experience & Success (CE&S) organization that is responsible for the strategy, design and implementation of Microsoft’s end-to-end customer experience. This organization reflects Microsoft’s commitment as a customer experience company, ensuring the Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience. • Accountable for the management, collaboration, and delivery of customer success programs which enable a differentiated and connected customer experience that is rooted in Microsoft's commitment to our customer's success.• Leading, managing and collaborating on the architecture, incubation, testing, and delivery of globally scaled business and customer success transformation programs which execute on and achieve customer and business outcomes.• Responsible for understanding and incorporating Microsoft's largest and most complex customer's strategies, objectives, critical success factors, competition, and industry trends to ensure quality delivery of services.• Developing and leading the incubation, implementation, and scaling of a Customer Health program which achieves quantifiable measurable outcomes at scale for Major accounts to foster long-term, mutually beneficial relationships with our customers, driving their success, and maximizing their value.• Responsible to action predictive insights & proactive measures in alignment with business and key account stakeholders to improve performance across key Customer Health dimensions to continually enhance business value delivered and customer outcome achievement.

Accountable for the development of Global Delivery Strategies in support of the Global Document Services (GDS) offerings portfolio bringing solutions to market enabled by strategic, scalable delivery models. Ensures delivery and operational readiness are globally consistent and leveraged across the portfolio. Partnering with organizations throughout the entire offering lifecycle process, from launch through execution, capitalizing on best practices and lessons learned from the partnership with Global Delivery.

Leads the Managed Print Service (MPS) Deal Process Industrialization work streams focused on reducing deal completion cycle time, reducing solution costs and providing higher quality and more predictable performance to our MPS clients across Xerox's North American, International and Fuji-Xerox Operations. Responsible for extending the value of the full MPS offering continuum for our clients and driving incremental revenue opportunities through streamlining deal process, increased deal consistency, & faster response times.

Responsible for helping to shape Xerox Managed Print Services (MPS) direction for Large Enterprise Operations (LEO) US Delivery and Professional Services, supporting high value new business & renewal activities, and supporting performance improvement initiatives for key high profile existing customers.• Represent and drive strategic direction for the successful delivery of services meeting client expectations. • Developing and driving automation and process improvement opportunities within the US Delivery & Professional Services business.• Provide subject matter expertise supporting the development, architecting, and win support for Large Strategic Opportunities driving New Business & Account expansions.• Provide support and guidance for Delivery Operations through client facing recovery projects.

Manages the operations of a Xerox premier strategic business unit (SBU) with overall responsibility for the account(s) service delivery, sales, operations, IT, HR, facilities.Overall responsibility for the account, including service delivery,operations, IT, HR and facilities.• Provide budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel.• Deliver daily operational excellence.• Determine resource allocation.• Participate in corporate development of methods, techniques and evaluation criteria for projects, programs and people.• Ensure budgets and schedules meet corporate requirements.• Build customer relationships.

Accountable for Transition operations and resource P&L management; development of solution & delivery transition plans in support of client proposals; presales subject matter expertise; incubation of new account management teams; and delivery of all elements of projects associated with service transition to the required time scale, quality and budget.Development and evolution of repeatable best practice methodologies; optimizing resource management; and managing relationships with partners, subcontractors, key stakeholders.

Accountable for full client design and transformation activities including customer satisfaction, portfolio profitability, and performance compliance.

Responsible for significant portions of 45 projects totaling over $1B TCL revenue for Xerox; team consists of more than 300 resources who, utilizing Lean Six Sigma data-driven methodology, have designed and implemented optimized environments at over 10,000 client locations worldwide.

Responsible for development of key transition and transformation processes for some of Xerox’s largest clients; developed the original processes, tools, and financial models which allowed Xerox clients to select the optimal solution for deployment. Those tools have subsequently been adopted as the worldwide benchmark standard within the corporation.

Pittsburgh, Pennsylvania

Successfully managed and delivered client-facing solution design, project management, and delivery of .NET development projects. Our projects ranged from website design, to in-house database and tracking systems, through to innovative billing systems enabling new client commercial models.

Pittsburgh, Pennsylvania

.NET certified database and system Lead developer. Led a team of developers focused on client-facing critical systems enabling their businesses to grow. Our projects ranged from website design, to in-house database and tracking systems, through to innovative billing systems enabling new client commercial models.