Steve Taczala

Steve Taczala Email and Phone Number

Vice President of Service Operations @ impactmybiz.comAccomplished Operations Executive | IT & MSP | Exceptional track record in developing responsive, results oriented, customer focused, global support organizations. @ Impact Networking, LLC
Steve Taczala's Location
Costa Mesa, California, United States, United States
Steve Taczala's Contact Details
About Steve Taczala

As a strategic and customer-centric IT Executive, my expertise spans across Operations, Service Delivery, Customer Success, 3rd Party Relationship Management, Performance Metrics, and ITIL Methodologies. I've led large, cross-functional teams in both start-ups and large organizations, leveraging my innate ability to solve complex business and customer problems. My portfolio includes developing, aligning, and optimizing processes, technology, and teams to deliver exceptional customer experiences and business outcomes.💼 Key career highlights:1. As VP Services at Electric AI, I led the Services organization, developing strategies and managing the P&L. I reduced service desk handling time by 40%, improved end-user CSAT from 85% to 97%, and significantly reduced implementation error rates.2. As VP Global Service Operations at Sungard Availability Services, I ensured maximum performance and availability of supported solutions and services. I achieved a high customer retention rate through Premier Service and reduced Opex expenses by millions.🎖️ Notable achievements include:1. Reduced required capital investment of hardware and software for a new data center by $5.4M (15%).2. Improved availability from 97.5% to 99.98% through continuous improvement culture and rigorous metric and process corrections.3. I hold ITIL V3 Foundation and ISO20000 Foundation certifications and have extensive experience with ServiceNow, Remedy, CA Service Desk, AutoTask, Jira Service Management, MicroFocus Operations Bridge Mgr (Omi), and HP Network Node Mgr (NNMI).Beyond my hard skills, my colleagues know me as a results-oriented leader who steps up to new challenges, effectively drives organizational and operational transformation, and juggles multiple initiatives under tight timelines.If you are seeking a leader who blends business acumen, technical prowess, and a relentless commitment to CX excellence, I'd love to connect with you.#ITexecutive #Operations #ServiceDelivery #ITIL #Leadership #BusinessTransformation #PerformanceMetrics #CustomerExperience

Steve Taczala's Current Company Details
Impact Networking, LLC

Impact Networking, Llc

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Vice President of Service Operations @ impactmybiz.comAccomplished Operations Executive | IT & MSP | Exceptional track record in developing responsive, results oriented, customer focused, global support organizations.
Steve Taczala Work Experience Details
  • Impact Networking, Llc
    Vice President Service Operations
    Impact Networking, Llc May 2024 - Present
    Lake Forest, Il, Us
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  • Electric
    Vice President Of Services
    Electric Mar 2022 - May 2023
    New York, Ny, Us
    In my last job, I developed and led a services organizational structure consisting of Tier 1/2 Service Desk, Workforce Management, Hardware Lab/Logistics/Procurement, customer end-user on/offboarding, and Endpoint Management teams consisting of over 200 global technology specialists. Guided and directed the premier managed service organization by strategically leading the realization of the IT vision and strategy plans aligned with business objectives. Focused on P&L and achieving exceptional business outcomes.Platforms used: Jira Service Management (JSM) & Kaseya.➤ Worked alongside Customer Success team daily to address customer churn risks, deliver solutions, improving retention rates by 30% and NPS score by 38 points.➤ I successfully merged the Jira Service Management platform to replace internal ticketing method trimming error rates from 22% to less than 3% and raising on-time performance from 89% to 99.1%.➤ I led service desk to process 18K tickets monthly, lowering handling time by 40%, and raising customer satisfaction from 85% to 97% with less than 1% dissatisfaction rate.➤ I deployed an offshore technical operations center improving infrastructure results, managing 3.5K monthly transactions, and transforming from reactive to proactive operations with 55% gross margin.➤ And, I introduced Hand-Off to Steady State process decreasing execution error rates from 20%+ to 0%.
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  • Sungard Availability Services
    Vice President - Global Service Operations
    Sungard Availability Services 2018 - Mar 2022
    Wayne, Pa, Us
    Here, I spearheaded a broad international cross functional organization (U.S., India, U.K., Costa Rica) consisting of Tier 1 & 2 Service Desk, Tier 2 & 3 Server, Network, Storage, and Cloud operational engineers, change/major incident/problem management, and process improvement teams. I managed 9 direct and 250 indirect personnel. I changed global customer service tactics to employ new automation abilities and enhanced operating efficiencies. And I scaled service support activities aimed at better customer service.Platforms used: ServiceNow, SaleForce, HP OMi (Operations Manager).I transferred global operations function of 200+ technicians and engineers in India, U.K., Costa Rica, and U.S. to remote work through ServiceNow best practice dashboards and reporting, increasing team transparency and decreasing real estate operating expense by $2M.➤ I revamped ITSM ServiceNow platform from highly customized workflows/fields to unique best practices, decreasing complexity, streamlining improvements, integration, and automation, and lowering upgrade testing from weeks to days.➤ I reshaped technical operations center growing customer engagement (receiving more targeted technical support with faster response times), speeding incidents, and lowering failure rate to less than 1% monthly from 7 to 10%.➤ I outsourced transport services to a software-defined network providing better process delivery, governance reviews, transition, and high-quality support.➤ Plus, I diminished operational budget from $10M to $8M through restructuring and automation reducing costs of $1.8M in 2020 and $1.0M in 2021.
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  • Sungard Availability Services
    Senior Director - Customer Success & Operations At Sungard Availability Services
    Sungard Availability Services Apr 2016 - 2018
    Wayne, Pa, Us
    I developed and mentored a global team handling enterprise customer account experience and satisfaction. I managed customer financials and contracts. I guided churn activities including noting risks and identifying ways to avoid customer churn and revenue planning. I collaborated with sales to produce and implement renewal plans. Served as main escalation expert for key crisis events. In Addition, I oversaw operations team ensuring optimal performance and availability of production and recovery methods and services for high profile customers. Led 4 direct reports managing 85 personnel overseeing 75 largest and most complex strategic customers.➤ Delivered customer retention initiative called Premier Service Layer introducing maximum performance and availability of production and recovery options/services assisting complex customers to reduce unanticipated downtime and performance issues while retaining all customers.➤ I prepared training curriculum for technical account managers on account responsibilities leading to consistent ability to manage additional accounts for most complex clients.➤ I designed and implemented processes, systems and structures necessary to consistently deliver high-quality customer results; spearheaded major incident/change management protocol updates addressing poor customer communications and producing highly enhanced customer experience. And overhauled change management workflow procedures and trained implementations and operations teams to solve inconsistencies, failure to document, and increase change success rates from 80% to 98%.
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  • Empereon Marketing
    Sr. Director Of It
    Empereon Marketing Mar 2016 - Apr 2016
    Us
    Was charted to convert an Excel solution for Project and Ticket management, onto an ITSM platform. I used ServiceNow Light to develop workflows for Incident/Change/Request management and also created a Project application solution in the platform as well.
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  • Synoptek, Llc
    Director Of Enterprise Service Delivery
    Synoptek, Llc 2014 - 2015
    Irvine, Ca, Us
    Through acquisition of Critigen, appointed to lead the integration of delivery teams across four different companies, confirming to standard delivery functions and processes. I facilitated all daily managed services 24x7x365 operations activities including $13.7M annual budget and 7 direct and 88 indirect reports in a multi-tiered organization comprising of an Enterprise Operations Center, Tier 1 Service Desk, Infrastructure engineering services, and Field engineering services. I established and implemented ITIL procedures/requirements/solutions matching strategic and operating priorities featuring incident, request, change, and problem management. I determined and delivered metrics and KPIs providing continuous improvement for infrastructure availability and staff efficiency.Platforms Used: ITSM (ServiceNow & AutoTask) - Continued oversight for service management best practices, including Incident, Request Fulfillment, Change Management, Problem management. ➤ I organized daily operations and continuous support for more than 400 customer IT environments.I managed profit and loss tactics $7M budget.➤ I improved SLA compliance by 80% and reduced key monthly events from 40+ to less than 5 by utilizing effective problem management to eliminate financial penalties related to SLA breaches. ➤ Business & Customer Metrics - Defined and produced metrics and KPIs that lead to continuous improvement in areas of infrastructure availability and staff efficiency.➤ Customer Experience - Accountable for delivering superior customer service excellence with an unsurpassed quality.➤ Product Development - Collaborate with sales and solution architects to refine product offerings and ensure that services become operationalized.
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  • Critigen
    Director Of Client Services & It Operations
    Critigen 2012 - 2014
    I established and monitored $13M budget with 4 direct and 47 indirect staff comprising of a Tier 1 Service Desk, Enterprise Operations Center, Desktop support, and ITSM service delivery teams. I investigated and resolved all IT compliance and general control related tactics. I led ongoing service delivery enhancements for global IT operations, service planning, service quality and SLA performance, issue resolution and customer satisfaction. I assessed, confirmed, and negotiated all IT service agreements and contracts.➤ I liaised with sales and product development teams to guide business transformation strategy obtaining $1.4M in investments while decreasing costs by 23% and substantial operating margin improvements.➤ I engineered strategic design and launch of new ITIL service management platform (ServiceNow) featuring governance standards and metric adoption throughout incident, request, problem, and change management protocols.➤ I joined sales division to revamp service catalog, redefine service level agreements, and boost presentation and sales strategy of IT services to potential clients.
  • Infocrossing, Inc. A Wipro Company
    Senior Director Of Technology Services
    Infocrossing, Inc. A Wipro Company 2010 - 2011
    Bangalore, Karnataka, In
    I devised strategic planning organization of six diverse teams to streamline and enhance output of IT functions in service/vendor management, financial planning, metric reporting, and systems monitoring during company restructuring.➤ I reorganized project portfolio application by creating staffing usage prototypes and KPIs, authored executive views of statistical data allowing for proper labor triage to engage efficiencies.➤ I decreased required capital investment of hardware and software for new data center by 15% ($5.4M) and negotiated improved value pricing and packages with several technology suppliers.➤ And, I spearheaded planning and project for network DNS and IP automation management avoiding manual tracking in various spreadsheets, lowering server deployment from several days to several hours, and retiring failing DNS server infrastructure.
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  • Infocrossing
    Director Of Network Service Delivery
    Infocrossing 2009 - 2010
    Us
    Responsible for global team of network architects and engineers, including offshore team, delivering end-to-end IaaS Managed Services. Accountable for increasing customer satisfaction, improving availability, and providing 24/7/365 operations across 5 US Data Centers.
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  • Level 3 Communications
    Director Of It Operations
    Level 3 Communications 1998 - 2008
    Broomfield, Colorado, Us
    A leading international provider of fiber-based communications services, with 5000+ employee's and $4B in revenue. Held several key roles transforming a global IT organization for one of the most funded start-up companies in the US. Established framework for delivering infrastructure support and services including help desk, end user support, windows server and virtualization, LOB applications, and vendor management. Defined IT policies and SLA's Built financial discipline and analytical modeling.
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  • Yes! Entertainment
    Director Of Information Technology
    Yes! Entertainment Jul 1996 - Jul 1998
    Manufacturer of childrens Toys, a start-up company with 250 employees. Charted to scale up infrastructure while maximizing availability by recommending improved network technologies. Maintained all network documentation, hardware/software assets and inventory controls. Supervised three direct reports in US and one in Hong Kong. Decision maker for all infrastructure. Began deployment of Apple Network (hands-on), then converted to Intel (Novell) based infrastructure one year later.
  • Metropolitan Fiber Systems (Mfs)
    It Manager
    Metropolitan Fiber Systems (Mfs) Jan 1995 - Jul 1996
    A last mile provider of business grade telecomunication products such as long distance, and Internet access through its own fiber rings in major central business districts throughout North America and Europe. Led organization responsible for providing IT services to two headquarters and 17 remote branch locations with approximately 650 end users. Provided deep functional/technical expertise for applications, products, infrastructure, help desk, and workflow processes.
  • World Savings And Loan
    Engineer
    World Savings And Loan 1985 - 1987

Steve Taczala Skills

Vendor Management Data Center Outsourcing Management It Service Management Process Improvement Itil Business Analysis Integration Managed Services It Operations Project Management Service Delivery Networking It Management Team Leadership Change Management Telecommunications Business Process Improvement Infrastructure Strategic Planning It Outsourcing Operations Management Business Management Customer Service Financial Management Cost Reduction Infrastructure Planning Operational Planning Financial Reporting P&l Management Financial Control Procurement Team Building Communication Written Business Strategy Productivity Improvement Service Design Performance Improvement Customer Relations Business Metrics Mentoring Organizational Design Organizational Effectiveness Oral Communications Creative Problem Solving Collaborative Leadership Performance Metrics Vendor Relations It Governance

Steve Taczala Education Details

  • Ohlone College
    Ohlone College
    Business Management

Frequently Asked Questions about Steve Taczala

What company does Steve Taczala work for?

Steve Taczala works for Impact Networking, Llc

What is Steve Taczala's role at the current company?

Steve Taczala's current role is Vice President of Service Operations @ impactmybiz.comAccomplished Operations Executive | IT & MSP | Exceptional track record in developing responsive, results oriented, customer focused, global support organizations..

What is Steve Taczala's email address?

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What is Steve Taczala's direct phone number?

Steve Taczala's direct phone number is +194924*****

What schools did Steve Taczala attend?

Steve Taczala attended Ohlone College.

What skills is Steve Taczala known for?

Steve Taczala has skills like Vendor Management, Data Center, Outsourcing, Management, It Service Management, Process Improvement, Itil, Business Analysis, Integration, Managed Services, It Operations, Project Management.

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