Rene Stanley Email & Phone Number

New Mexico, Usa

Managing Risk Management Service for Cloud Services TSI. Implementing Enterprise Risk Management IRM (ServiceNow Risk Module) into Cloud Services.

New Mexico, Usa

Service Partner Management for the Americas managing Cloud Services for HEINEKEN

New Mexico, Usa

Direct all aspects of service delivery for strategic accounts for a $120M strategic account involving ITO outsource services & cloud-based hosting services contracts with major health and networking services. Led an international team to implement Customer Success Management and MaaS portfolio of shared services within a larger Customer Success Management program. Worked with global teams to provide a managed service, focusing on improved SLAs to achieve green KPIs and enhanced processes to… Show more Direct all aspects of service delivery for strategic accounts for a $120M strategic account involving ITO outsource services & cloud-based hosting services contracts with major health and networking services. Led an international team to implement Customer Success Management and MaaS portfolio of shared services within a larger Customer Success Management program. Worked with global teams to provide a managed service, focusing on improved SLAs to achieve green KPIs and enhanced processes to achieve a 95% reduction of priority incidents. Managed cultural training programs with the operational teams to ensure the team alignment in transitioned services amongst the 8 international sites is successful. Designed demand management (procurement process) resulting in reduced time and improved agility of virtualized (VM) builds by 80%. Demonstrate proficiency in risk management, financial administration, staff training, security governance, continuous improvement, SLA management, and customer satisfaction. Managed cost budgets, forecasting, and control improved internal cost to improved CR by 10%.Improved ITIL processes including change, root cause (RCA) processes, problem management, and capacity management. Devised the first disaster recovery plan and executed 4 successful tests. Improved customer relationships and substantially improved customer satisfaction score ratings, first for the account. Reviewed financial savings for the client (circa 20%) and signed a 3-year contract extension on the existing 5-year agreement. Received Star awards for outstanding service delivery. Deal of the Year award. Show less

San Franciso, Usa

Managed SAP IT manufacturing client contract of circa 100M supporting ITO outsource services, SAP & cloud-based hosting services contract with major health and networking services. Orchestrated efforts to successfully achieve their first audit compliance report and implemented process to reduce risks by over 50% in one year. Lowered problem record backlogs by 90%+ by improving ITIL processes. Elevated customer satisfaction through the implementation of security and other monthly governance… Show more Managed SAP IT manufacturing client contract of circa 100M supporting ITO outsource services, SAP & cloud-based hosting services contract with major health and networking services. Orchestrated efforts to successfully achieve their first audit compliance report and implemented process to reduce risks by over 50% in one year. Lowered problem record backlogs by 90%+ by improving ITIL processes. Elevated customer satisfaction through the implementation of security and other monthly governance (ITIL processes). Directed 8 global operational teams and oversaw supplier and operational contracts to support the client’s services. Stabilized and lowered customer service escalations, achieving and maintaining green SLAs for more than 3 consecutive quarters. Redesigned billing toolsets and reporting to shorten the service request process from 2 weeks to 3 days (including client signoff). Implemented governance meetings resulting in positive customer satisfaction resulting and zero management escalations. Pioneered disaster recovery plan and managed associated testing for client. Recipient of T-Star awards from executive leadership for delivering service excellence. Show less

Bristol Uk

Steered 16 high-performing direct reports (Service Delivery Managers) and 5 international team leads in servicing a £100m + p.a. supplier contract with major Cellular network company. Uplifted SLA twice within an 18-month period whilst (over 100 KPIs) maintaining a Green RAG status and running services without service credits for 2.5 years. Built, coached, mentored international teams, and led the transition and transformational teams to implement customer projects, which included moving… Show more Steered 16 high-performing direct reports (Service Delivery Managers) and 5 international team leads in servicing a £100m + p.a. supplier contract with major Cellular network company. Uplifted SLA twice within an 18-month period whilst (over 100 KPIs) maintaining a Green RAG status and running services without service credits for 2.5 years. Built, coached, mentored international teams, and led the transition and transformational teams to implement customer projects, which included moving client services into T-Systems services Data Centers within demanding timelines. Efficiently transitioned contractual services with 95%+ service improvement against baseline of service within the first 3 months.Trained and realigned service delivery team to support new internal delivery model (Zero Distance & Outage) and improved ITIL process for Incident, Change, Problem, and Capacity management.Executed critical financial decisions for the account to maximize profitability by aligning with the business case. Mentored Service Delivery team members and managed performance reviews to maintain effective and efficient support teams. Received T-Star awards for teamwork on services provided. Show less

Langley London

Helmed service delivery for a lucrative contract with major utility company including oversight of client management, continuous improvement, and quality control. Participated in and managed the desktop services bid to provide due diligence and transformation in the IT outsourced account for a major Gas and Energy client, circa £70m + p.a. including the oversight of client management, continuous improvement, and quality control. Service included Dynamic Workplace Service (EUC Services) of… Show more Helmed service delivery for a lucrative contract with major utility company including oversight of client management, continuous improvement, and quality control. Participated in and managed the desktop services bid to provide due diligence and transformation in the IT outsourced account for a major Gas and Energy client, circa £70m + p.a. including the oversight of client management, continuous improvement, and quality control. Service included Dynamic Workplace Service (EUC Services) of 30,000 seats, 52,000 virtual machines, delivery of Desktop VIP service, and transformation of Desktop services within SLAs and timelines. Successfully nearshored 20% of Desktop User Account management and service desk functionality into Hungary and improved KPIs i.e. time to respond by 3%. Lead a program to improve relationships and support cultural change across the 2 organizations following the nearshoring and outsourcing of production elements within the UK and Hungary. Enhanced Desktop service quality by increasing SLAs twice within the 18-month period whilst maintaining service account stability through the improved Knowledgebase and reporting scripts. Improved service quality by 40% by creating dashboards to identify trends and streamline production and managing risks and continuous service improvement to address any issues. Managed 24 direct Desktop Deskside reports and changed the VIP support model to ensure customer support and satisfaction. Redesigned and put in place software and packaging lifecycle processes to manage software licensing and patching more effectively. Lead seamless and timely EUC exit transition of client’s desktop service (10 desktop services including Collaboration, Exchange, Service Desk, and Desktop services) through extensive knowledge transfer workshops and project plans. Received T-Star award for service improvements. Show less

Johannesburg, Gauteng, South Africa

Successfully coached and mentored multiple Black Empowerment (BEE) candidates into technical support roles. Established governance models, policies, and procedures to improve services and generate savings within TCS (Telecommunication Services) supply channel circa 2m within 4 months. Secured two new bids - large networking opportunities with a local governmental organization.

Johannesburg, Gauteng, South Africa

Established CPE (Customer Premises Equipment) product portfolio and product road map for business development opportunities within Cisco portfolio. Contributed to budget development, created successful business cases, led international Cisco partnership audits, and designed cutting-edge electronic pricing and quoting system. Championed business case for Cisco Government Services, which resulted in positive financial returns. Managed Local Cisco Gold Partnership as part of the Cisco Global… Show more Established CPE (Customer Premises Equipment) product portfolio and product road map for business development opportunities within Cisco portfolio. Contributed to budget development, created successful business cases, led international Cisco partnership audits, and designed cutting-edge electronic pricing and quoting system. Championed business case for Cisco Government Services, which resulted in positive financial returns. Managed Local Cisco Gold Partnership as part of the Cisco Global partnership ensuring my and the groups Technical Architects were certified i.e. CCIEs in order to maintain the partnership. Transitioned and transformed successful bids, renewed multiple major contracts to meet revenue targets, directed technical architects, and cost-effectively controlled department budgets. Received T-Star award for teamwork. Show less

Johannesburg, Gauteng, South Africa

•Managed technical team supporting the automotive industry providing Telecommunication and delivery support and supported large Motor Car manufacturing accounts. Negotiated support contrast with vendors and internal teams to service delivery contracts including extending existing contracts by a further 5 years. Met revenue targets, and cost-effectively controlled department budgets. Received T-Star award for teamwork & Service Par Excellence award from the client for the Department of Defense… Show more •Managed technical team supporting the automotive industry providing Telecommunication and delivery support and supported large Motor Car manufacturing accounts. Negotiated support contrast with vendors and internal teams to service delivery contracts including extending existing contracts by a further 5 years. Met revenue targets, and cost-effectively controlled department budgets. Received T-Star award for teamwork & Service Par Excellence award from the client for the Department of Defense LAN migration project. Show less

Bachelor'S Degree, Applied Management, Gpa3.97

Activities and Societies: Deans List 2019, 2020 (In Progress)

Management Advancement Program

Certificate Program In The Principles Of Business And Management

Certificate Program In Business Project Management