• Proactively assist in the operational and financial management of a portfolio of partners and clients.• Maturing the processes and models of service delivery functions.• Management of Support Teams and Vendors.• Management of internal tools deliveries and operational support internally as well as leveraging 3rd party vendor relationships.• Actively involved in business development activities to help identify and research opportunities on new/existing clients.• Contribute… Show more • Proactively assist in the operational and financial management of a portfolio of partners and clients.• Maturing the processes and models of service delivery functions.• Management of Support Teams and Vendors.• Management of internal tools deliveries and operational support internally as well as leveraging 3rd party vendor relationships.• Actively involved in business development activities to help identify and research opportunities on new/existing clients.• Contribute to the development team’s technical and professional acumen.• Execute and/or assist in the management and delivering of large projects.• Deliver projects through the software development life-cycle methods. Show less

• Member of the Fortified Data leadership team participating in the growth and development decision making for a rapidly growing company.• Responsible for directing all facets of Managed Services Delivery focusing on database technologies (Microsoft SQL Server, Oracle, Cloud) and supporting infrastructure.• Daily incident, problem and request management bound by Service Level Agreements (SLA) including escalation, root cause analysis and client communication… Show more • Member of the Fortified Data leadership team participating in the growth and development decision making for a rapidly growing company.• Responsible for directing all facets of Managed Services Delivery focusing on database technologies (Microsoft SQL Server, Oracle, Cloud) and supporting infrastructure.• Daily incident, problem and request management bound by Service Level Agreements (SLA) including escalation, root cause analysis and client communication (24x7x365).• Reporting/data analytics including KPI and metrics for utilization, business estimation, performance and process improvement.• Lead fully remote, geographically distributed team of DBAs in performing managed services and projects including modeling, scheduling, training and resourcing.• Develop new and maintain existing processes for delivery of managed services.• Lead, supervise and develop operations staff to enhance delivery performance in the areas of customer satisfaction, technical expertise and effective, proactive managed services.• Staff planning and development based on data analytics.• Career and performance management for technical staff. Show less

• Lead/Coach a team of Service Delivery Managers and Client Technology Leads in support of Managed Services focused on enterprise technology solutions.• Ensure client engagement success through consistent service delivery.• Overall Management of a Portfolio of Enterprise clients.• Develop and maintain a collaborative, trusted advisor relationship with client base.• Act as senior escalation point for a portfolio of approximately 15 to 20 clients (including major incident… Show more • Lead/Coach a team of Service Delivery Managers and Client Technology Leads in support of Managed Services focused on enterprise technology solutions.• Ensure client engagement success through consistent service delivery.• Overall Management of a Portfolio of Enterprise clients.• Develop and maintain a collaborative, trusted advisor relationship with client base.• Act as senior escalation point for a portfolio of approximately 15 to 20 clients (including major incident management).• Ensure managed service delivery meets SLAs and KPIs.• Build and grow ITIL standards process and client service delivery.• Ensure Continued Service Improvement plans are proactively created and delivered for managed clients.• Contract/Statement of Work build, review and management for current and potential clients. Show less

• Responsible for directing all facets of ITIL Centric Operational Managed/Support Services Delivery for suite of global clients focusing on the Microsoft communications stack and supporting infrastructure.• Incident, problem and request management (including major incident management).• Lead cross-site global Operations leadership in developing consistent processes and behaviors for with Onshore and Offshore teams.• Interface with client/client leadership to build and strengthen… Show more • Responsible for directing all facets of ITIL Centric Operational Managed/Support Services Delivery for suite of global clients focusing on the Microsoft communications stack and supporting infrastructure.• Incident, problem and request management (including major incident management).• Lead cross-site global Operations leadership in developing consistent processes and behaviors for with Onshore and Offshore teams.• Interface with client/client leadership to build and strengthen trusted advisor relationship.• Manage Charlotte Delivery/Call Center consisting of all support tiers of managed services support and service delivery (24x7x365).• Lead, supervise and develop operations staff to enhance delivery center performance in the areas of customer satisfaction, technical expertise and timeliness of support delivery.• Staff utilization, planning and development based on data analytics.• Develop delivery methodologies based on ITIL foundations.• Career and performance management for technical engineers, service delivery management and support staff.• Reporting/data analytics for internal and external customers including KPI and metrics. Show less

• Responsible for leading, supervising, growing and enhancing the performance of a Global Escalation Services team, including the areas of customer satisfaction, technical expertise, timeliness of support delivery and managing critical, high impact issues.• Manage team of highly skilled software support engineers (12 to 14) serving Microsoft Exchange enterprise customers (Cloud and On-Premise environments).• Direct customer interaction ensuring a positive customer support… Show more • Responsible for leading, supervising, growing and enhancing the performance of a Global Escalation Services team, including the areas of customer satisfaction, technical expertise, timeliness of support delivery and managing critical, high impact issues.• Manage team of highly skilled software support engineers (12 to 14) serving Microsoft Exchange enterprise customers (Cloud and On-Premise environments).• Direct customer interaction ensuring a positive customer support experience.• Regular Review/Performance Management of engineering staff. Reward and/or coach in an effort to grow and develop staff. Hiring and Career Development for organization.• Operational and Project planning focused on business improvement and efficiency.• Create and analyze Metric/KPI performance and business trends and proactively drive business operations. Drive performance to reach metrics, goals and targets.• Lead organization work/health initiatives to improve employee experience and morale.• Strategic planning and presentation of business staffing, direction and operations.• Lead/Participate in Cross functional initiatives to grow and enhance the Microsoft support experience. Collaborate and provide direct experiential feedback to product/other groups. Show less

• Build and Manage Support, Call Center and Training Functions and Teams to serve dynamic and geographically distributed Petroleum Logistics customer base.• Develop Infrastructure, process and measurement for 24x7 Technical Customer Support.• Provide professional services and project management to ensure successful deployment as well as full and proper usage of systems to obtain highest return on investment and customer satisfaction.• Service Performance Metrics including Six Sigma… Show more • Build and Manage Support, Call Center and Training Functions and Teams to serve dynamic and geographically distributed Petroleum Logistics customer base.• Develop Infrastructure, process and measurement for 24x7 Technical Customer Support.• Provide professional services and project management to ensure successful deployment as well as full and proper usage of systems to obtain highest return on investment and customer satisfaction.• Service Performance Metrics including Six Sigma techniques and tools.• Coordinate and respond to complex customer support requests and issues resolution, resulting in increased customer satisfaction.• Act as liaison for incident escalation to ensure timely and effective delivery of solutions.• Establish, Create, Maintain and Deliver Training program for customer installations.• Hiring and Career Development for Support and Training Staff. Show less