Jon Khan Email & Phone Number

Montreal, Canada Area

As the Delivery Project Executive at IBM, I am responsible for the delivery of IT programs and infrastructure projects in an outsourcing environment. It's a leadership role that ensures client needs are satisfied by constructing partnerships between the various teams within IBM, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive client satisfaction. Responsibilities include:• Providing account leadership to the service delivery team to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables • Responsible for service delivery quality, service delivery performance and driving service excellence. • Responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs). • Managing cost, schedule, and service deliverables • Balancing quality and cost management of service delivery areas • Working collaboratively with individuals/teams to achieve client satisfaction targets • Ensuring audit-readiness for service delivery • Establishing effective project communication plans and present frequently to management, the client and team members, on project status and milestones over the life cycle of a project • Working with and managing vendor relationships in the delivery of projects and services • Using technical knowledge and familiarity with the client to identify new opportunities for growth • Build and maintain client relationships with both Business and IT management teams

Responsibilities- Providing delivery oversight to local and global delivery teams under the EUS service line(Helpdesk, Deskside, ID Admin & SPMS) for delivery of services to the customer.- Meet/ exceed to contractual Service Level AgreementsWorking closely with the client to review and action feedback consistently to meet customer expectations and ensure high satisfaction and customer referenceability.- Responsible for providing resources to interface with the customer for technical solutions/projects and coordination.Drive continuous improvement initiatives through detailed Defect Prevention Methodology.- Provide oversight and leadership to ensure security controls are in place per IBM policy and contract requirements.Provide oversight and leadership to ensure timely and expert management of Major Incidents- Manage the allocated budget and work with the delivery teams as required to reach targets.- Support the PMO office through interlocks and timely review of designs of new projects/work timelines.

Contact Center Solutions, Global Business ServicesIBM CanadaResponsibilities- Managing multiple teams of dedicated professionals that support a managed service offering on multiple IVR/voice platforms ( Cisco, Avaya, Genesys, Apropos, Witness)- Monitoring service contracts for cost, revenue and GP and taking corrective action where necessary.Proactively manage issue / risk / change related to service delivery.- Effectively perform vendor management activities in a multi-vendor environment to drive for service delivery excellence.Ensured customer satisfaction by driving timely resolution of customer issues, working cross-business and escalating when required. - Developed COSCard (Condition of Satisfaction) template and conducted reviews with clients / internal teams to solicit feedback on their experience and identify any areas of concern or items to help drive towards continuous improvement. - Acting as a change agent to drive towards continuously improvement by implementing ITIL best practices for incident, problem, and change management Providing overall leadership to the support team that builds and fosters a climate for service excellence.- Provide expert advice and guidance on support related elements for sales proposals and presentations. Attending prospective customer meetings and presentations to facilitate Day2 support approach, methodology and capabilities.

Commercial Accounts supported CendantEquifaxBurlington Northern Santa Fe RailroadLincoln LifeComau PicoWSIBResponsibilities- Management of 7/24 desk with home-mobile staffMeet / Exceed contractual Service Level Agreements. Implement action plans through root cause analysis for any accounts not meeting the targets.- Maintain/build a positive customer relationship; escalations, onsite visits, planning, strategy- Support New Business Transitions, i.e. hiring, knowledge development/ training plan, scheduling Identify/trend/escalate issues affecting service delivery performance or quality- Pursue improvements for customer pervasive issues identified through root cause analysis and action plans.- Exceed contract specific and CSC customer satisfaction targets. Aggressively pursue improvements through Root Cause Analysis and action plans- Prepare strategic ‘Roadmaps’ with action plans, trending, RCAs & cost analysis- Demonstrate Customer Value through continuous improvement in our CSC/EUS Initiatives (i.e. DPP, IPR, BCI, Customer Referenceability, Resource Strategy, BCRS, Remote Agent, Workbook)- Ensure compliance with all IBM security policies & enforce customer control/policies- Ensure audit readiness for external and internal controlsImplement/maintain ISO 9000 controls - Manage/track/trend performance for all staff/contractors. Implement action plans where appropriate- Support IBM staff in career development strategies and education planning- Trend/Manage statistical analysis pertaining to call metrics and performance metrics. Build a flexible labor force that helps support SLA/SLO attainment

Responsibilities- Train all new and existing staff on IBM standard documentation, tools and support proceduresEnsure all staff are trained to support specific calls - Develop/maintain training documentation for all tools and support issues- Analyze/critique technical support documentation to determine gaps, issues or inconsistencies- Prepared scheduling to accommodate steady state phone coverage and training needs- Provide leadership with regards to technical support and changes in process/procedure - Support agent availability, performance and training to ensure successful SLA metrics and CSAT

- Performed a Technical Lead role for the WSIB Account- Handled escalations to 2nd level support groups- Assisted team members in resolving complex problems / issues- Provide exceptional customer service to clients and follow-up on service provided by vendors- Provide support for various networks, operating systems, shrink-wrap & proprietary software.- Develop/maintain training documentation for all tools and support issues- Received the Market Leader Award for developing Call Drivers Reports for the account- Developed solutions for reoccurring problems, updated knowledge base- Demonstrated adaptability and client focus with dedication to every clients success

- Provided 1st & 2nd level support- Supported Windows 95, NT and Mainframe Systems- Performed troubleshooting for connectivity problems, hardware, and software. Installed / replaced patch cables in the Hub Room- Assisted with problems / issues encountered during the rollout of NT workstation on OS/2 server.- Documented solutions for reoccurring problems related to NT with step by step procedures- Developed a structured training procedure used in training new employees.