Marvin C. Dillard Email & Phone Number

Greater New York City Area

►Played instrumental role in leading strategic client engagements supporting infrastructure services management to deliver strategic business value. Drove management, planning and delivery of on-site IT management services at Capgemini. Managed 300+ team members on 20+ teams (Service Desk, Desktop, and Security Operations.►Overseeing global, 800-member delivery teams across CPG, manufacturing, and business services to provide key services while seeking opportunities to drive continuous improvements in ticket management, performance trends, and alignment to business metrics. Led staffing, hiring, terminations, performance appraisals and promotions.IBM GLOBAL SERVICES: Englewood Cliffs, NJ 1995‒2014Director & Application Services Leader (2011‒2014)►Led delivery of large outsourcing agreements for clients such as Marriott, UPS, United Airlines in the Travel & Transportation industry, managing $80+M annual revenue. ►Accountable for pipeline creation, opportunity identification, revenue generation, quality assurance and forecast management. Built relationships with senior client executives while earning a reputation as a trusted business adviser. Director & Account Executive-Distribution Sector: Chesterbrook, PA/ Camden, NJ (2008‒2012)►Planned and implemented management strategies to grow revenue. Maximized profitability through formulation of winning operational approaches. Led long-term strategic outsourcing engagement with key consumer products clients (AmerisourceBergen & Campbell's Soup); assigned to recover troubled project and restore client confidence. ►Managed clients' IT environment including applications support, infrastructure, and network--which enabled their transformation. Conceptualized and implemented strategies for growth of business opportunities and achieved consistent profitability through effective program management.

Englewood Cliffs, New Jersey

Led the delivery of large outsourcing agreements for IBM clients in the Travel & Transportation industry, managing $80+M annual revenue. Accountable for pipeline creation, opportunity identification, and forecast management. Built relationships with senior client executives while earning a reputation as a trusted business adviser. Maintained a thorough understanding of the Travel & Transportation industry, including industry trends, industry business processes, industry financial measurements and performance indicators, and key client competitors in their industry.Projects & Accomplishments:• Significantly increased year-to-year sales to include additional clients and growth within existing accounts. Guided teams to effectively move work from clients into IBM’s global delivery model to meet stated client business objectives; led global organization of 1000+ resources.

Greater Philadelphia Area

Planned and implemented revenue management strategies to register growth in revenues. Maximized profitability through formulation of winning operational strategies. Led long-term strategic outsourcing engagements with a key consumer products clients; assigned to recover troubled project and restore client confidence. Conceptualized and implemented strategies for growth of business opportunities and achieved consistent profitability and bottom-line profitability through effective program management. Led the IBM team to focus on meeting the contractual requirements, and further to drive to achieve client’s business needs. Managed client’s IT environment including applications support, infrastructure, and network -- which enabled their transformation.Projects & Accomplishments:• Made significant improvements in the morale of the global IBM teams through open communications including all hands calls, monthly managers’ meetings, and a monthly memo. Resolved outstanding contract issues, and implemented improvements in request for service cycle time.

Greater Philadelphia Area

Successfully managed the entire IT organizational structure and provided leadership in driving organization wide technology initiatives, overall project management, project planning, budgeting, resources deployment & utilization, monitoring & reporting, risk identification & mitigation, software development, quality assurance, and customer support for all business operating units within the client. Developed robust IT strategies for overall functioning of the organization, roles, defined best practices, produced procedures, enhanced support levels, and restored amity amidst the IT/IS staff and the rest of the company. Projects & Accomplishments:• Assumed leadership of a troubled account and drove improvements in all areas including financial objectives, services delivery, business controls and especially client satisfaction. Improved overall relations with the client by implementing clear objective setting and resolving a key client issue of deploying new resource management process.

Piscataway, New Jersey

Entrusted with the responsibility to manage and lead the overall Delivery for all Customer Facing Applications for projects in key retail and pharmaceutical space supporting all aspects of the clients’ businesses including finance, supply & logistics, merchandising, and store systems. Accountable for ensuring seamless services to the customer with minimal manual effort and enhanced efficiency. Created additional opportunities within the accounts leading to revenue growth. Projects & Accomplishments:• Executed key changes in account management resulting in improvements in client satisfaction; participated in the creation of solutions to meet client’s business needs and presenting realistic views of how IBM could assume and improve the client’s development environment.

Middletown, New Jersey

Managed an application development organization of over 250 individuals supporting maintenance systems for a large, multi-billion dollar telecommunications customer; with development centers in New Jersey, Virginia, Florida and Bangalore, India. Established and maintained personal and organizational credibility with the customer through deep knowledge, effective communications and solid delivery.Projects & Accomplishments:• Executed transition of workload for 300+ resources supporting the development of certain applications to an offshore, remote IBM development center in India in order to contain delivery costs while improving services and quality. Team was recognized for their exceptional performance, and results-orientation that focused on customer satisfaction and expense reduction.