Susan Hemphill Email & Phone Number

Boise, Id, Us

Palo Alto, Ca, Us

Managing multiple IT automation programs spanning across the service ecosystems focused on capabilities that enable process automation to reduce the effort spent on manual processes, while significantly increasing the outcomes of the strategy to maximize revenue and delivery value to our customers. •. Manages project team with both internal as well as external resources with a team size generally up to 20 people.• Manages stakeholder relationships.• Develop detailed program/project execution plans and manage the implementation, progress tracking, reporting, monitoring changes, and global accountability across agreed programs. • Drive project release schedule and coordinate multiple initiatives from scoping through launch.• Determine key program dependencies; technical, process, and people.• Communicate cross functionally between multiple technical, non-technical, operations, and management teams to establish timelines, launch plans, anticipate bottlenecks and identify & mitigate risk.• Work closely with product managers, software developers and architects and develop the best technical designs, architectures and implementations. • Ensure operational readiness for the program.• Collaborate with stakeholders and technical teams to define and deliver on agreed upon milestones, anticipate bottlenecks, provide escalation management, and make trade-offs.• Manage communication of progress/status with project team and senior leaders.

Palo Alto, Ca, Us

Managed and lead cross-functional, large/complex programs involving one or more functions and project teams for new program implementations/launches.• Effectively managed new product programs and collaborated with cross-functional teams to achieve program objectives.• Partnered with stake holders and program sponsors to create program structures to ensure success and delivery to meet business/customer expectations.• Defined service business requirements, execute change management, business process definition and documentation, training, communication, and marketing.• Responsible for the development and maintenance of program / project level workflow documents, timelines, budgets, resources, and risk & issue logs for multiple complex projects.• Managed global work streams through Agile project phase framework.• Consulted with business partners to clarify and define program/project approach, scope, budget and timeline.• Effectively communicate program goals and plans, including status reports status updates in a timely and accurate manner to the program leadership team.• Manage third party contractual relationships to ensure optimal value, effectively manage service level performance, ensuring that the vendor adheres to HP policies and procedures.

Palo Alto, Ca, Us

Global services manager focused on the delivery of services around new product introductions to the market.• Managed service delivery (end to end), inclusive of services financial cost creation and analysis, hardware and service part supply chain build out, training development, vendor management and complete business processes.• Worked across regions/geographies and Worldwide (WW) teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.• Lead product support planning over entire life-cycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness.• Provided service requirements to product and solutions teams thru the product development stages/phases.• Collaborated with the cross functional/cross organizational teams to drive meaningful solutions and business results.• Performed business analysis, identified root cause, and developed recommendations/ solutions to drive business improvements.• Analyzed customer complex requirements to create business case that demonstrated services added value.• Lead complex cross functional program activities that drove continuous growth of the services business.

Houston, Texas, Us

Managed the B2B partner/customer relationships for multiple enterprise accounts and initiatives to ensure operational excellence and customer satisfaction.• Served as the trusted adviser to Clients and liaison to business groups. • Consulted with business partners to clarify and define complex technology project requirements.• Managed project plan (scope, budget, resource allocations, schedule, constraints, assumptions, issues, risks, etc.) to ensure success and delivery to meet business/customer expectations.• Effectively communicated program plans, risks, status reports, status update and escalation strategies in a timely and accurate manner to the program leadership team.• Managed B2B EDI transactions, Real-Time transactions and other file transaction processing SLA’s, operating level agreements, lead escalations management, performed incident root cause detection, and drove resolutions by engaging the support teams for corrective action plans to mitigate future incidents.• Responsible for Client, SOWs, costing/billings, management of change, and training/education.

Houston, Texas, Us

Managed a cross-functional project team for ITSM Case Exchange migration projects that enabled a seamless and automated case exchange from customer ticketing systems and HP service delivery system..• Managed customer migrations and on-boarding projects using standard SDLC and ITIL. • Successfully managed a team of 10 developers; managed project risks, issues and dependencies.• Maintained project plan, activities, schedules and communication to all stakeholder/Clients. • Responsible for operating level agreements, business requirements, change requests, and SLA’s.

Minneapolis, Mn, Us

Managed the B2B eCommerce supply chain program with Clients (retailers and distributors) to improve supply chain automation with their trading partners while leveraging EDI industry best practices.• Acted as a liaison between the client and technology organizations by leading programs and projects that solve complex business problems through strategic eCommerce-based solutions.• Lead the cross-functional program teams that interpreted Client requirements into EDI technology solutions.• Consulted on electronic trading transactions in various formats (EDI, XML, and Customized) to meet business and supply chain processes.• Verified EDI maps and EDI business rules functioned correctly.• Monitored data flow and analyze, resolve or direct any required technical bug fixes.• Managed project plan, communications, costs, resources, change requests and identified risks/gaps.

Minneapolis, Mn, Us

Managed the B2B Electronic Data Interchange (EDI) eCommerce service, that provided the SMB community a web-based solution.• Managed Client onboarding by consulting Clients on B2B EDI transactions, and industry standards.• Executed test plans, analyzed requirements and data files during end to end testing to ensure they met requirements and industry standards.• Responsible for communicating project status and resolving technical or business issues during implementation to ensure Client satisfaction.• Collaborated with IT Teams and Client to ensure successful services launch activities that delivered and maintained Client satisfaction.

Managed and lead the B2B Electronic Data Interchange (EDI) strategy to support the eCommerce supply chain strategy.• Successfully managed the internal stakeholders, Client relationships, supply chain relationships with buyers, 3rd Party SaaS IT Vendors, Sterling Commerce, Kleinschmidt, FinTech, and banking to support, monitor and improved the overall efficiency of the supply chain eBusiness processes.• Responsible for the electronic data exchange program and processes to ensure successful transmission of data 850/875/810/880/852/855/820/EFT, ACH to vendors.• Partnered with Supply Chain Management to implement trading partner strategy and road map.• System performance and escalation management.• Managed the EDI Business Analyst Team, cached, mentored and trained staff; responsible for staff performance management, recruiting and hiring.