Darrell M. Email & Phone Number

Redmond, Oregon, United States

Managing our HVAC Solutions project initiatives, fulfillment objectives, and the delivery expectations of our customers.

Santa Clara, Ca

I led a dynamic team across North America, overseeing operations that included 5 managers and over 80 personnel. My role included various operational responsibilities, from managing multi-million dollar operations to ensuring the highest standards in service delivery and client engagement. My strategic approach to service delivery optimization and client engagement significantly elevated service revenue from $2M to over $10M annually. I was instrumental in administering comprehensive hardware lifecycle services, leading a strong service operations center that offered L1-L3 support, SQA operations, AV, and mobility device support. My negotiation skills were crucial in managing contracts such as MSAs, VSAs, and SOWs, thereby enhancing operational flexibility and compliance. I also led vendor and subcontractor management, governance model implementation, and the development of service fulfillment quality assurance processes. My leadership ensured the achievement of service level agreements exceeding 98%, the enhancement of customer engagement and satisfaction through persona modeling and service blueprint processes, and the effective management of resources and budgets up to $6M annually.

Various Locations

➤ Service Delivery & Config Center Manager - Spherion @ Genentech, Inc. – 2002 to 2004➤ Sr. Customer Service Manager / Membership Services Manager - E2open, LLC – 2001 to 2002➤ Director Customer Service – Digital Integrity, Inc. – 2000 to 2001➤ NA Service Desk / Help Desk Operations Manager – Acer America Corporation – 1994 to 2000