John Tanner Email & Phone Number

Raleigh, Nc, Us

Morrisville, Nc, Us

Strategic Leadership: Developed and executed comprehensive EUX strategies that aligned with the organization's objectives, enhanced user satisfaction, and drove operational efficiency.Team Development and Management: Built and mentored a global, high-performing EUX team, while fostering a culture of innovation, collaboration, and continuous improvement.Cross Functional Collaboration: Engagement with Product Management, Infrastructure, Security, and Customer Service teams to ensure a cohesive and consistent consideration of the end user experience.End User Advocacy: Oversaw the design and implementation of user-centric workstation engineering and end user support solutions that enhanced customer satisfaction and productivity. Technology Innovation: Stayed abreast of emerging technologies and trends in user experience design and service delivery. Led the exploration and adoption of new tools, platforms, and methodologies that enhanced the end-user experience and operational efficiency.Performance Management: Developed and monitored key performance indicators (KPIs) related to user experience, service delivery, and team performance. Used insights from data analysis to drive continuous improvement and reported on the impact of EUX initiatives to senior management.

Morrisville, Nc, Us

Morrisville, Nc, Us

Collaborate with members of the IT Executive team to support corporate objectives related to the delivery of a stable IT infrastructure. Primarily focused on infrastructure services including the functional components of voice and data networks, data center infrastructure, database services and other foundational IT systems.Key Duties include:* Oversee management and direction for planning, controlling, and executing on key IT Operations initiatives* Line Management responsibilities for IT Operations teams* Collaborate to ensure all IT Infrastructure is compliant with 21 CFR Part 11 standards* Review, Select, and Manage appropriate third-party vendors/consultants who contribute to the operations of IT Infrastructure assets* Participate in executive management planning for tactical and strategic initiatives* Participate in developing and managing operational budgets for the department, with expense oversight for select, billable services and engagements

San Jose, California, Us

• Program development, management and measurement• Engage and Manage cross-functional resources• Identify business challenges and mitigation strategies• Develop and execute account-specific strategy to meet program goals• Develop SOW documents to articulate needed delivery services• Develop, document and communicate best practices• Support continuous process improvement • Escalation/Problem management• Develop and maintain ongoing program reporting metrics (via dashboards, standard/ad hoc reports, etc.)• Develop and manage customer account and partner management

San Jose, California, Us

• Engagement Management with priority, external customers and distributed, internal resources to coordinate service delivery on targeted issues• Lead collaborative, customer-specific process and resource coordination for sensitive maintenance window activities• Communicate Program goals and service delivery methodology to multiple levels of customer leadership (Executive Staff to technical administrators)• Drive continuous service delivery improvement with internal teams and services vendors • Escalation/Problem management• Maintain and manage reporting metrics for managed programs• Lead ad hoc program data analysis to assist program refinement• Build/Repair account relationships via outstanding Support Service delivery

San Jose, California, Us

• Operational/Service Level Agreement Management -- Ensure that Service Delivery output meets or exceeds the identified Service Level Agreements relevant to the customer request -- Engage additional groups and resources to ensure operational efficiency and issue resolution progress across the Support organization -- Manage both written and verbal communications regarding high visibility issues and high priority customers -- Proactive and reactive Issues escalation management -- Service Level Agreement analysis and process improvement development • Employee Development -- Manage teammember training based on business need and the career development objectives of each teammember -- Set annual performance objectives and jointly evaluate performance against the objectives -- Engage corporate training resources to identify priority information for course development and delivery -- Manage the interview and hiring process for new teammembers• Process Development -- Participate in the development and documentation of team processes and best practices -- Ensure Technical Support Engineer understanding and adherence to documented procedures• Strategic Support Partnerships -- Manage the development, communication, and engagement of the EMEA and APAC Global Support Account Manager community -- Service as the prime contact for outstanding Support-related issues that have strategic visibility in the field (EMEA and APAC region)

Wilmington, Nc, Us

• Service Delivery -- Manage day-to-day operations of distributed teams providing technical support to internal and external customers. -- Responsible for service delivery of multiple, critical business applications Including Siebel CTMS, Oracle Clinical, and Oracle AERS implementations -- Ensure resource cross-training and utilization for all Clinical IT applications -- Manage internal and external customer relationships with all supported organizations -- Utilize cross functional collaboration with multiple teams to ensure ongoing technical operations including: Business Analysts, Application Developers, Quality Engineers and Program/Project Managers -- Monitor Support Key Performance Indicators (KPI) and recommend continuous process improvement suggestions• Process Integration/Process Improvement -- Drive key process flow documentation across disparate support teams -- Manage process refinement/consolidation for efficiency improvement -- Lead continuous process improvement initiatives• Enterprise Application Upgrade/Implementation planning -- Project Leadership responsible for the delivery of the IT Infrastructure, Technical Architecture, and Support Strategy planning for the global release of a new Siebel 8.x implementation -- Collaborate with the Infrastructure leadership to ensure alignment of Application Strategy• Metrics/KPI establishment and management -- Refine and create key performance indicators across multiple support teams -- Review and align Service Level Agreements (SLAs) across all Support and PPD IT Infrastructure teams participating in support of Clinical IT applications• Employee Development -- Manage development plans, performance reviews, and compensation planning for direct reports -- Manage hiring, interview and on boarding processes for new employees

• Service Delivery Management -- Manage the day-to-day operations of the technical teams providing Support Services -- Create, implement, and manage standard operating procedures -- Maximize business service efficiency -- Lead/coordinated teammembers from multiple, technical functional areas in the review and resolution of technical issues -- Define the operational processes necessary to deliver the developed Support Services -- Work with internal business groups to map/gap/resolve issues with existing Service Delivery tools and processes -- Create cross organizational relationships for business development opportunities• Business Development -- Create valuable, effective, repeatable business services to address customer business needs -- Develop Managed Services offerings for Database, Operating Systems, and Enterprise Applications -- Identify the technical and customer service skills needed to deliver the developed solutions -- Target, acquire, and retain the needed talent• Sales and Marketing -- Identify and segment the target market for the developed Support Services offerings for penetration by the sales and marketing teams -- Create sales and marketing material to assist with offering summarization and prospect communication -- Lead pre-Sales engagements with Sales and Marketing -- Identify and implement the usage of social networking tools to expand brand awareness, company capability, and marketing message -- Assist with the contract documentation, negotiation, and finalization for new customers• Account Management/Customer Satisfaction -- Developed and Lead “Kick-off” calls with new customers -- Lead regular follow-up calls with existing customers to discuss customer satisfaction, ongoing business needs, and future opportunities -- Serve as the executive escalation point for customers

• Support Service Development -- Create and Implement a Support Services organization focused on driving increased customer efficiency, providing specialized/increased customer support value, and lowering customer cost -- Collaborate with multiple internal organizations (Finance, Human Resources, Legal, Sales, Marketing, etc.) to build profitable, valuable, and sustainable Support Services• Operations Management -- Develop and manage escalation activities for customer engagements -- Identify and analyze Key Performance Indicators for Service Delivery -- Create customer support survey methodology to better manage customer experience -- Serve as the executive escalation point for critical Service Delivery issues -- Develop SOW content for consulting engagements• Process Development/Implementation -- Create customer engagement processes to build customer relationships, manage service delivery, and identify future opportunities and drive high levels of customer satisfaction -- Lead the development and implementation of a Change Management Team• Resource Leadership -- Participate in the development of all employee objectives to support the strategic business goals of the business -- Coach and mentor managers and individual contributors for career development planning• Business Development -- Lead the creation of multiple Service Product offerings (Managed Services, Consulting, Application Maintenance) -- Work with Sales Account Executives to identify and develop opportunities -- Lead pre-sales conferences and Proof of Concept engagements -- Identify Alliances/Partners/Vendors necessary to build a Support Service “ecosystem” -- Lead contract development for new Support Service offerings -- Lead the development of readiness/go-to-marketing strategies for new business offerings -- Manage contract development for consulting engagements

Austin, Texas, Us

• Technical Support Operations (Core Server and Lab team) -- Lead Global operations team (Americas, Europe/Middle East/Africa, Asia Pacific) focused on Installation/Upgrade/System Administration/Security for Siebel Enterprise Application products -- Serve as the management escalation point for critical Service Delivery issues -- Identify and lead global Readiness efforts for the Support Team -- Drive efficiency in creation/management of test environments used by Support Engineers to reproduce/resolve customer issues -- Manage development, implementation, and communication of consistent/global lab processes• Customer Engagement -- Collaborate and calibrate with global managers for customer service quality metrics -- Manage Technical Support Quality program focused on written/verbal engagement with customers -- Lead review of customer satisfaction results reviews and identify programmatic adjustments to address outstanding issues -- Follow up directly with customers regarding outstanding engagement issues• Change Management -- Lead global team to create and integrate a Change Management process into Operations -- Create and delivered quarterly Executive Performance Reviews regarding the accomplishments/challenges/plans for the Core Server and Lab Teams• Resource Leadership -- Participate in the development of all employee objectives to support the strategic business goals of the business -- Coach and mentor managers and individual contributors for career development planning -- Deliver scheduled and situation-based coaching and mentoring to local and global team members regarding job performance (i.e. Documentation, Customer communications, technical directions, etc.) -- Lead interview and hiring processes for new employees -- Identify/promote/train new Technical Support Engineers and Managers