Establish department of Managed Service Delivery Professionals for managing and maintaining post-Project Clients. Focus on strong revenue targets using tailored annual customer road maps, pinpoint KPI reporting and varied Service Delivery offerings to existing clients.Develop new Transition Process to move clients from project implementation phase to operations phase of Microsoft D365 adoption with higher success rates and higher user adoption. Implement newly engineered post-go-live transition methodology.Lead customer QBRs to aid in Client Road Maps and optimizations for the upcoming year. Identify areas for cross-selling and upselling of Microsoft and IP offerings to expand customer engagement.Introduce, initiate and train team of Service Delivery Managers to lead customers in their post-Go-Live experience with Managed Services and Customer Success department.Lead Teams of Consultants, Developers and Solution Architects in discovery, design and delivery of Work Orders, SOW, projects and enhancements for existing customers. Increase customer use of IP through Managed Services consulting. Write and collaborate on SOW's and WO contracts for client upselling.Grow and mentor team members in career path and professional goals. Provide support, encouragement, and leadership to technology professionals in Functional, Technical and Management roles in the department.

Led professional D365 development and functional consultants in building, growing, maintaining, and servicing Customer Information Systems through Managed Services for Public Sector Utilities and Municipalities in the Utilities industry. Set strategy for assigned client accounts in portfolio.Met with C-Level, Executive, and Business Sponsors to communicate progress and status monthly and to define client roadmap and changes throughout the year. Write and negotiate Managed Services Contracts, Change Orders, Statements of Work and other client agreements for assigned customer accounts. Responsible for Client Revenue targets and managing customer contractual budget to reach agreed upon goals. Maintain budget burn down and cost of resources.Managed client request backlog of enhancement and change orders with Product Development Team and Service Delivery for prioritization and roadmap planning. Supervise the team of developers and functional consultants who triage and solution client trouble tickets and issues within defined SLA's. Control Release Management for client patch and product updates based on the annual Microsoft P/U schedule. Manage Regression Testing and resource assignments for each Product release.Guided customers in the use and enhancement of their D365 systems in the public utilities sector. Provide training to new customers on their transition from active Project Phase to Daily Operations Phase. Mentored and grew employees in their professional goals and achieving targets. Grow team members by supporting and empowering their priorities and continuing education steps.

Managed enterprise-level Microsoft Dynamics 365 programs spanning multiple program and project streams across all areas of D365. Provide trusted advisor guidance for clients seeking Best Practice recommendations around Core ERP-Ops, Finance, Manufacturing, Warehouse Management, SCM, HR Talent and custom applications. Build relationship with MS FastTrack Engineers to complete project success factors.Led large, integrated teams of developers, architects and consultants on-shore, off-shore and near-shore in delivering Best of Breed solutions following ITIL standards. Manage and maintain project progress within Microsoft LCS (Lifecycle Services). Manage task breakdown and assignment within Azure DevOps. Run stand-ups, release schedules and project work review sessions with DevOps.

Managed consulting teams in a Microsoft D365 Professional Services Practice. Managed PMs, architects and consultant professionals resourced on multiple enterprise client engagements. Provided career mentoring and coaching for direct reports. Managed performance coaching and salary reviews for team of mid-senior level professionals. Managed resourcing and planning for direct reports in D365 Practice and for assigned customer accounts. Maintained, managed and grew client relationships through customer engagement. Responsible to up-sell, cross-sell and expand existing client accounts to meet new or uncovered needs. Assisted with RFP response and creation of SOWs to scope new projects for business development. Met with and presented to C-Level Executives to report status, maintain objectives and set expectations.

Delivered large-scale, enterprise-level Microsoft Dynamics 365 programs spanning multiple program and project streams across all modules of D365. Acted as a trusted advisor for client engagements focusing on Best Practice recommendations around Core ERP-Ops, CRM-Customer Engagement, HR Talent and custom applications. Led large, integrated teams in delivering Best of Breed solutions to critical business challenges. Met with Leadership Team to manage communications and report status. Ensured delivery met committed budget, program and project schedules.Created and managed new UAT Process and developed user tool inside D365 for clients to submit testing outcomes ensuring clearly measurable results in a critical risk area of project cycles. Managed UAT process across organization.Led PMO Process improvement efforts in critical areas of Professional Services Delivery to improve Sopris project methodology and delivery. Specialty areas included CRP (Conference Room Pilot) delivery, Cross-Functional Communication and Task Management, OCM, and Application of Office 365 tools to manage delivery quality.Developed and delivered training - both internally and client facing for topics ranging from Project Methodology, UAT Process and Management, Organizational Change Management, Agile Sprint Process, User Documentation and other practice areas.

Senior client manager responsible for the design, development and delivery of enterprise business solution projects comprised of MS Dynamics 365 applications. Managed cross-functional, onshore and offshore teams in the architecting, development and delivery of systems. Work with MS teams (FastTrack) to solve issues involving Microsoft tools and products. Managed scope, budget and schedule to ensure delivery per contract agreements. Met with stakeholders to provide status, maintain standards and set expectations.Managed solutions delivery of FieldOne component of MS Dynamics CRM for multiple clients with mobile field workforce using trucking dispatch and Work Order Management functionality. Industries included aerospace manufacturing and home security clients.

Program manager on the forefront of advancing client organization’s strategic goals around digital experience and application development projects in the Microsoft Stack for Cloud-Based systems delivery projects in retail finance and eCommerce. Managed MS Dynamics CRM Software Implementation projects. Led projects from the discovery phase to post implementation while setting and maintaining expectations; managing scope and budget with the client. Met with upper management to set visionary goals for CRM implementation and organizational change to ensure a successful system implementation.

Deliver project management in the Field Campaigns business unit. MS Dynamics CRM Implementations for the Sponsorship area and Youth Advocacy. Other projects include an eCommerce mobile device/web-based fund raising and a Cloud-based SSO token management project. Project responsibilities include Third Party Vendor Management, stakeholder management, cross-team resource management; timeline, scope and budget management, and other traditional PMO areas.Managed delivery of solution for teams of fund raisers in the field using Dynamics CRM with field services functionality.

– SALLY BEAUTY HOLDINGS – PMO Project Manager – ContractProject Manager responsible for CRM related initiatives at Sally Beauty Holdings. Met with C-level and Executive Team to provide status, maintain standards and set expectations. Identified and presented solutions to Executive Leadership for CRM providers and solutions in the industry.- THE FREEMAN COMPANY –Project Manager - eCommerce - ContractProject Manager responsible for custom eCommerce development projects for a world class, global organization specializing in the management and execution of professional exhibitions and shows. Managed internal and offshore team to document all requirements for the web-based .NET eCommerce platform system. Managed a large, internal and offshore team development of a Proof of Concept (POC) application to showcase the high-level functionality of the proposed system. Meet with business executives to provide status, maintain standards and set expectations.

Dynamics CRM Solutions Architect & ERP Project Manager, 2008 - 2010Manage projects implementing ERP and CRM projects for customers in a variety of industry verticals, including retail, financial, healthcare and manufacturing from Requirements through Post-Go-Live support. Responsible for Resource forecasting and scheduling. Projects included, Dynamics CRM, Dynamics AX, Dynamics SL and Dynamics GP..Dynamics CRM Solutions Architect, 2007 - 2009Collaborate on pre-sales teams for professional services and software solutions, presentations to "C" Level executives; technical software demonstrations to prospective clients; facilitating discovery meetings to determine needs of new customers for functionality and designing "blueprints" for implementing systems. Specialties include Dynamics CRM, SharePoint and integrated development environments with Microsoft and other ERP systems.