Scott Kessler Email & Phone Number

Detroit, Mi, Us

United States

Oversight for Global Workplace & Enterprise ServicesServices included: Service Desk, Field Services (Deskside & Tech On Demand), Enterprise Services (L2+L3 Infrastructure Support & Monitoring), IT Asset Management ServicesService portfolio included 100+ clients: Nike, Ford, Labcorp, Louis Vuitton, Dow Chemical, Mastercard, Valvoline, Doordash, multiple universities (DeVry, Southern New Hampshire), BlackRock, Boston Consulting, Bio-Rad, Acosta, and more)Client portfolio further include competitors in Magic Quadrant for Workplace Services: Cognizant, HCL, Wipro. Providing services the competitor organization could not or could not do fast enough in transition after a win.Accountable for $250M budget, 100+ clients, direct oversight of major delivery centers in NA & APAC and global delivery of NA managed clients across 17 delivery centers across 5 continentsExperience implementing GenAI Innovations to enhance service experience and reduce costs!Scale of Services: delivery director by service tower, 2500+ Service Desk Agents, 2000+ Field Service Techs, 1250+ Level 2 Level 3 infrastructure support techs & engineers Combined service portfolios team members handled 5 million incident & requests annually, which is only 30% of the total volume after successful daily efforts to reduce volume and have 70% handled by self-heal, self-service, and chat auto-assistance.Accountable for P&L (Grew nearly 3x revenue, and 4x the gross margin as VP)Primary Executive Liaison for operations oversight and chief coordinator with sales, HR, recruiting, and legal, facilities, and all departments (the operations department COO)Demonstrated proficient leadership skills to motivate employees and build competent teams (Employee Satisfaction 4.1 on FLEX scale, Best in Class)Directed successful programs focused on increasing client satisfaction, employee satisfaction, and profitability (Client Satisfaction 65 NPS Net-Promoter-Score)

Southfield, Mi

Business Process Owner – Transition Success Director for new/expanded clientsBuilt Services from ground up for Service Desk operations (using client or company infra/tech) around the global (Europe, Asia, NA, and S. America)Full Accountability for Success with Process Ownership for transition (launch) servicesExecutive oversight for all transition work teams, project managers (PMO), and transition workstreamsSuccessfully transitioned 36 new logos & major service expansion projects during this role, along with 100+ standard transitions for services, add-on services, or technology changesIn multi-cases, client directly asked for me to oversee operations for a period of time after launch due my expertise, leadership, transparency, and experience

Southfield, Mi

Managed a global team of 7 Global Managers throughout the Americas, Asia, and EuropeTeams transitioned IT service delivery to strategic offshore locations, and transformed processes in order to deliver services and track metrics consistently throughout the worldFor strategic clients, led the operations for service desk, field services, and all other services until client was comfortable or 3-4 months after first Quarterly Business ReviewKey focus areas included bolstering or setting up lower cost delivery centers while expanding business and assisting with Global key client launches or business expansions, along with generating global/consistent dashboards and metric review methodologies and practices

Direct - hands on - experience and leadership delivery IT and Business Services SupportRecognized as corporate global SME and lead advisor for critical Service Improvement Task ForceTransformed global support operations (Service Desk / Call Center, Field Services, IT Asset Mgt) for Ford Motor, Volvo, Land Rover, and Jaguar.Oversaw global incident and request data controls, generated dashboardsReported global SLAs and KPIs to divisional IT senior leadership and CIOServices managed in the US, Europe, Australia, Brazil, and Argentina:- Call Center / Service Desk (for Ford Motor Globally, Volvo, John Deere, and more)- Field Services / Deskside / Proximity / On-Site support- Asset Management & Provisioning- ID & Access Management- Software Distribution / Patch Management- Business Process Services

Started as summer job "on the line" making awnings for RV/Campers. Found inventory system was lacking and creating delays and over-ordering of materials and parts. Suggested inventory system methodology, worked with purchasing and inventory manager, and implemented new system. Promoted to Shipping/Receiving Manager to oversee inventory between warehouses and continuously ensure inventory management system improves. At this point, while attending Purdue, I added business management courses to my minor. I eventually moved to Michigan and changed my educational major from Computer Science (which is my personal passion) to Business Management (my professional passion).