Steven Webb Email & Phone Number

Portland, ME, US

Bangor, US

Brunswick, Maine, US

CRM Implementation

Portland, Maine, US

• Managed the Incident and Release Management teams with focus on increasing the technical operations through automation and/or process optimization.
• Delivered against Corporate Payments strategic goals and ensure KPIs are met annually.
• Defined and authored Incident Response Plan and Release Management process and roll-out to all Corporate Payment platforms.
• Integrated M&A (Noventis), WEX acquisition into the Incident and Release processes.
• Translated technical language into business terms and collaborated with Relationship and Account Managers to optimize their customer experiences with Incident and Release.
• Managed Corporate change calendar across all WEX Corporate Payments and Data Center deployments

Portland, Maine, US

• Provided clients with professional services that included project management, all aspects of data management, governance, process redesign, system selection and implementation.
• Reviewed and defined the current state of data, flows and quality in order to establish a working baseline.
• Selected systems for clients that drove requirements for making smart technology investments.
• Managed the solution integration and relationship between the client and vendor(s).
• Provided timely feedback and learning on project shortfalls, while identifying steps to reduce or eliminate future project risks.

Bryanston, Johannesburg, ZA

• Represented service community in strategic account planning for key global clients. Led definition of scope of work, service costing models and analysis of RFP / RFIs for multi-tower $1-50M global pursuits.
• Analyzed and identified solution delivery risks, creating and executing mitigation strategies.
• Drove internal efficiencies by developing standard tools and processes for regional review and adoption.
• Presented detailed service solutions as Group Enterprise Service representative at client workshops.
• Standardized roadmaps, processes, and milestones for global client engagements, including transition and transformation planning, and providing global client with single-service experience worldwide.

London, GB

• Designed service architecture to deliver system and tools for global complex multinational IT Network Service solutions.
• Assumed lead role for solution and service issues during customer contract negotiations; met client requirements by providing thought leadership and guidance to bid team members engaged in negotiations.
• Managed and synchronized in-life governance for change management, platform, and major program transformations, minimizing potential impact and service risk to customer.
• Built robust project management team of 15 employees and offshore contractors that scoped, planned, and managed high-volume and complex project work for $50M+ service contracts.

London, GB

• Provided planning and transition leadership for new business and in-life contract delivery management. Managed complex, global strategic programs, including customer transformation, introduction of ITIL best practice.
• Established governance model for Global Customer Service Organization (GCSO) release management, reducing UAT and production release delays by 20%+.
• Led service components for largest technical migration in BT history, delivering for GCSO upgrade and data center relocations from U.S. to UK, which future-proofed BT’s incident / trouble ticketing and inventory systems.
• Delivered largest global multi-towered service with follow-the-sun model for “Walk-in-Take-Over” $500M+ contract in partnership with Hewlett Packard.
• Ensured systems and network features were delivered per contract and to commitment dates for large multinational accounts.

London, GB

• Provided single-source accountability to Chief Technology Officer for Global Service and Network organizations (BT Group) and served as lead interface into Group CIO and IT program verticals.
• Accounted for definition and delivery of specific systems innovations for benefit of GS service portfolio, delivering whole life cycle technical solutions by focusing on strategic investment, governance, and risk.
• Delivered revenue or cost- reduction targets by analyzing feasibility and strategic fit of high-level projects aligned with target system architecture, including evolution plans, technical architecture, and new.
• Saved $16M in annual operating costs for $6M capital investment while enabling network convergence by authoring voice evolution strategy.
• Authored OSS Ethernet evolution strategy, facilitating network deployment and convergence of Ethernet capability RoW.
• Defined global mediation requirements for optimizing system performance, ensuring data quality, monitoring system security, testing system integration, and developing user training. Prior position held:

Bachelor Of Science - Bs, Management Information Systems And Services

Executive Program Certification, Data Analytics - From Data To Insight