Ted Langley Email & Phone Number

Raleigh-Durham, North Carolina Area

Focused on maximizing Fujitsu North America (FNA) financial objectives whilst maintaining a satisfied and trusting customer base. Governance of complex and diverse multi-disciplinary teams within a global context, recognizing efficiencies and adopting best practices across all business streams. Key Accountabilities • Delivery across all areas of contract base • Owns overall vision of the service provided • Accountable for major transition and transformation programs • Works collaboratively with customers, developing strategic roadmaps for IT delivery • Works collaboratively with customer architects on development and implementation of strategic roadmap • Facilitates and enables business change • Ability to influence customers, exploiting business opportunities for FNA • Promotes and encourages strong relationships with key stakeholders • Accountable for Workflow and establishing efficiencies/best practices • Accountable for promoting FAI capabilities, maximizing growth • Responsible for P&L, developing ongoing revenue improvement • Responsible for managing contract lifecycle • Manages the customer Accounts Receivables keeping outstanding AR at under 60-days • Produces contract maintenance and installation forecasts (when there is no PM assigned) of assigned accounts on a monthly basis. • Escalation of the delivery issues / process improvements from the customer to the operational units. • Delivers performance reporting to the contractual delivery, and reviews the performance reports with the customer. • Leads a team of Service Delivery Managers, providing direction and development • Owns overall risk and commercial liabilities • Service Introduction and the successful management of service change

Overall responsible for the delivery of customer support services as specified in contract service level agreements for a number of Ericsson's GSM, CDMA and LTE customers. Monitor the financial performance of delivered services to ensure that intended cost levels are maintained while securing SLA fulfillment. Act as single point of contact and operational prime for major corporate programs, contract negotiations, product deployments, conflict, process and issue resolution. Be a customer advocate, Identify customer requirements and develop and maintain a strong customer relationship with all levels of management. Exclusive ownership of vendor(Oracle/SUN, Amdocs/ Bridgewater, Cisco/Starent, Avaya, Juniper, Extreme) operational metrics for customer executive supplier performance reviews, critical supplier management actions, product issue resolution and internal effort coordination on behalf of the customer. Partner with sales, project management, order management, technical support and delivery teams to drive revenue, manage costs, maximize cash flow and ensure a positive customer experience.

Customer Service Area Manager for Verizon Wireless over the Carolina's and Virginia. Responsible for the complete delivery of Customer Support Services such as SWS, HWS, Patching and upgrades. The CSAM was accountable for turn-up of solutions at the customer premise as well as daily operational account management. Also prepared and presented management reports and technical presentations along with being the key point of contact for escalations. The CSAM plays a key role in the delivery of world class service to Verizon throughout the entire product lifecycle.

Team Lead that supported market trials and deployment of CDMA Wireless On Wireline (WOW). Led technology development and implementation of CDMA wireless networks and supported Nortel Integrated Wireless products. Development and execution of test plans, test cases, monitoring and reporting progress as required for each VO site. Team lead for coordination, configuration and setup of customer sites. Monitored and reported switch performance pre/post software upgrade.

Provided 3rd tier software support of Nortel's DMS-100 Wireless product. Developed software patches to maintain integrity, stability and quality of the DMS100 wireless product. Onsite customer interface for DMS100 Wireless software development and GPS.