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Senior Manager Resume

Fairfax, VA

PROFILE

Accomplished senior professional with management consulting background and extensive experience with leading Fortune 500 companies. Solid background in vendor management, operations, cost optimization, and quality lifecycle. Unrivaled strategic planning track record complemented by exceptional ability to troubleshoot and drive mission-critical organizational initiatives from concept to reality. Outstanding history of successfully leading teams and cross functional networks to achieve targets in fast-paced, ambiguous, and complex corporate environments. Extensive international experience, including direct management responsibilities for Latin America, Europe, and Asia Pacific markets.

CORE COMPETENCIES

  • Vendor / Partner Management
  • Project / Program Management
  • Strategy / Go-to-Market Planning
  • Business Transformation / Reengineering
  • Continual Service Improvement
  • Change Management / Communications
  • RFP / Negotiations
  • Forecasting & Budgeting
  • Cost Optimization & Margin Improvement
  • ITIL V3 Foundation Certified
  • Bilingual, fluent in English and Spanish
  • MS Word, Excel, PowerPoint, Project, Visio

PROFESSIONAL EXPERIENCE

Confidential, 2004 2012

Global Quality Programs, Senior Manager (Fairfax, VA)

  • Partnering with executives to facilitate post-acquisition integration and improve quality of ~ $1B services organization by re-engineering Global Quality Programs team; modifying strategic direction, tactical approach, and individual contributor roles to shift focus from reactive back-office support to proactive contribution
  • Championing continual improvement efforts through comprehensive analysis of account and service area performance; program managing twelve concurrent global initiatives which achieved a year-over-year Net Promoters Score (NPS) increase of 27 points
  • Other responsibilities included developing 3-year strategic roadmap, maintaining the infrastructure services knowledge management systems, sponsoring a continual service improvement network, defining key performance indicators (KPI’s), creating scorecards / executive dashboards, troubleshooting delivery underperformance through critical practice assessments / analytics / focus groups, forecasting / delivering operational savings, managing communications, and leading a global team of Six Sigma Black Belts, ITIL and ISO experts

Confidential,Senior Manager (Fairfax, VA)

  • Creating global tops-down and bottoms-up services vendor spend forecast methodology; establishing savings targets, monitoring attainment, and root causing variances
  • Formulating strategic vision and introducing innovative programs to manage $75M of services vendor spend across Mexico, the Caribbean, Central and South America; driving consensus and obtaining senior leadership buy-in from sales, delivery, marketing, solutions architecture, finance, legal and procurement organizations
  • Leading a team of in-region Vendor Managers responsible for executing the global strategy at a local level; contributing to revenue / margin growth through vendor capability, geographic coverage, and pre-negotiated rates
  • Other responsibilities included global strategic / operational planning, supporting multi-regional go-to-market efforts, instituting preferred vendor & channel programs in US, Brazil and Mexico, managing vendor customer experience / escalations, conducting RFP’s / Quality Business Reviews (QBR’s), publishing vendor scorecards and preferred vendor lists, crafting global operating procedures, and acting as internal audit point of contact for vendor management

Confidential,Senior Manager (Round Rock, TX)

  • Building internal headcount forecasting model to support projected growth for ~ $900M services organization, leveraging on-shore, near-shore and off-shore resourcing options
  • Managing a remote team of in-region Resource Managers accountable for maximizing consultant / field engineer productivity and controlling use of external vendors
  • Launching shared services operations across diverse geographic / business unit/ functional areas; rolling out streamlined processes in US, Canada, Latin America, Europe, Asia Pacific by obtaining commitment from local stakeholders and driving to win-win solutions
  • Acting as Subject Matter Expert (SME) and department lead in numerous company-wide system implementation projects, Kaizen / Lean events, and general process improvement efforts
  • Other responsibilities included chartering internal resource productivity / bench analysis reporting, analyzing external vendor leverage, managing new team member on-boarding, defining / enforcing operating procedures, and acting as internal audit point of contact for resource management

Vendor Manager (Round Rock, TX)

  • Executing strategic vendor programs in the US; managing $60M of services vendor spend, delivering rate reductions of 10 to 30 percent by consolidating 80 percent of addressable spend to a preferred group of vendors
  • Creating quality focused programs aimed at rapidly on-boarding, increasing consistency, and promoting excellence among third-party technical resources; creating a vendor vetting process based on pre-established evaluation criteria and governance models
  • Participating in customer experience task force and post mortem processes as vendor management representative; responsible for driving cross functional improvements via closed loop process
  • Other responsibilities included managing vendor relations, addressing performance / service level agreements (SLA) escalations, leading Request for Proposal (RFP) / Quarterly Business Reviews (QBR) activities, establishing master relationship agreements, analyzing demand to identify opportunities for new vendor strategies and/or hiring needs, and sending periodic reporting / communications to promote wins and contributions

Intake Manager (Round Rock, TX)

  • Pioneering services sales lead qualification function by delineating own roles and responsibilities, developing standard operating procedures, and incorporating systems/ tools; the successful roll-out of the newly created position led to the adaptation of the role across all regions
  • Devising a well-rounded training program to prepare 40+ resources on the end-to-end proposal development process (writing statements of work, creating pricing, obtaining approvals, etc.)
  • Other responsibilities included partnering with senior management to manage resource workloads and drive business decisions based on the analysis of demand, revenue, and win-loss trends

Confidential, LLP 1999 2004

Global Program Management Office Implementation, Senior Consultant (Denver, CO)

  • Establishing Global Program Management Office to meet Sarbanes-Oxley (SOX) requirements and increase Information Technology (IT) project success rates by 30% in support of long-term business strategy
  • Rolling out training to 60+ directors and project managers in the US, Ghana, Australia, Indonesia, and Peru
  • Other responsibilities included building global portfolio performance dashboard, gathering regional requirements, conducting skill gap analysis, creating training materials, and managing overall project work plan

Business Re-engineering Engagement, Senior Consultant (Brooklyn, NY)

  • Jump-starting company’s transformation through four-quadrant change management model including sponsorship alignment, business readiness surveys, change network activities, and communications
  • Directing communications across 8 business units via a network of 100+ managers, directors, and executives
  • Other responsibilities included crafting communications, surveying end-users acceptance, coaching executives to exhibit desired levels of sponsorship, and providing monthly action plans for change agents

Security System Implementation, Senior Consultant (Wilmington, DE)

  • Deploying automated security access authorization system to 1,200+ employees
  • Integrating work efforts of US-based implementation team and UK-based training team
  • Other responsibilities included managing project work plan, documenting and executing risk mitigation plans, conducting focus groups, and driving communications

Global SAP Implementation, Consultant (Jacksonville, FL)

  • Managing design and development of Instructor Led and On-Line training materials for Finance, Order to Cash and Data Warehousing SAP Modules
  • Conducting train-the-trainer sessions to enable global roll-out to 2,000+ end users
  • Other responsibilities included obtaining requirements from developers and Subject Matter Experts (SME’s), building training materials, loading data to SAP training environment, and managing related refresh schedule

Global SAP Implementation, Analyst / Consultant (Houston, TX)

  • Redesigning finance / cash management function, adding strategic focus via new analyst positions
  • Creating role-based Finance / HR module training for 5,000+ end users in US, Europe, Latin America, and Asia
  • Other responsibilities included collecting business / functional requirements, analyzing project impacts, identifying key performance indicators (KPIs), building a balanced scorecard, managing training from design to delivery, re-defining organizational alignment and job descriptions, and writing process change guides

ADDITIONAL EXPERIENCE

  • Junior Account Executive, Confidential,(San Antonio, TX)
  • Public Relations Specialist, Confidential, (Austin, TX)

EDUCATION

Master in Professional Accounting

Bachelor of Science in Advertising

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