PROGRAM MANAGER / ENGAGEMENT MANAGER / ACCOUNT MANAGER

Seasoned and results-oriented IT services professional with proven ability to manage budgets and deliver a program or large portfolio of IT engagements and create value in multiple domains Services, Hospitality, Manufacturing Distribution, Food Beverage, Consumer Goods, Apparel Footwear, and Technology expertise in client relationship management, C-level communications, contract negotiations, business development, program project management, and strategic planning proven ability in building and managing program/project delivery teams, identifying strategic needs requirements, resolving issues, managing expectations risks, and achieving targeted business objectives metrics.20 years of global experience including managed 20 million budgets and 200 resources global teams for 25 SDLC/Maintenance engagements in system integration, migration, process improvement, and global multi-phase ERP roll-outs recognized as a dependable leader, excellent communicator, quick learner, problem solver, and team player blend of business process experience, analytics, technical knowledge and people skills.

Sr. Program Manager/Project Manager

• As Program Director, led a Global Delivery team of 200 resources across 11 centers in multiple countries, languages and cultures, with an annual budget of 20M for JD Edwards, Microsoft, BI other technologies for the largest private consumer/trading company in the world
• Managed the relationship with the client, for account growth, improved customer satisfaction, and adherence to SLAs negotiated and delivered contractual obligations
• Improved employee satisfaction and retention for superior performance partnered with client for effective problem resolution as well as risk and escalation management
• Implemented Thought Leadership via innovative framework for Problem Management and Flex Delivery, as well as streamlined the AD Delivery Process
• Implemented Balanced Scorecard for weekly and monthly metrics dashboards for performance analysis measurement for proactive program health check and communication across all stakeholders

Program/Account Manage

• Managed the relationship with the client, growing the account 100 within 3 months, improving the customer satisfaction levels by 25 , and reducing the SLA response time by 50
• Led a team of 50 off-shore resources to reduce EDI error rates by 35 byconducting root-cause analysis.Implemented weekly and monthly metrics dashboards for performance analysis measurement for vendor on-boarding servicing improved processes to reduce the response time and streamline information flow.

Confidential

Project Manager

• Managed a portfolio of 130 financial, treasury, tax, legal, SOX/compliance applications for strategic planning, life-cycle management, and business alignment. Created annual plans, business case, need-gap analysis, and multi-year road maps for strategic investments hardware replacements, application upgrades, consolidation, or retirement.
• Developed application portfolio management and performance standards based on best practices, assessed compliance to standards, and implemented remedial plans for compliance. Utilized SOA ITIL framework for assessing technology landscape and suggest sustaining initiatives.
• Defined and maintained policies and procedures for overall ITSM strategy. Evaluated user needs and various COTS products to recommend appropriate solution managed organizational change efforts.

Confidential

Project Manager

• Implemented full-scale ERP systems Financials, HR, Order to Cash, Procure-to-Pay, EDI, Business Intelligence, Advanced Planning, Interfaces, System/Data Integration for Food Beverage, and Fashion Manufacturers for requirements gathering, solution design, gap analysis, prototyping, master data management MDM , configuration workshops, process maps, testing training. Identified, resourced, and mentored team resources for higher performance.
• Managed client relationship, expectations, team of consultants, scope budget, risks, and change ordersleading to improved processes, simpler interfaces, faster implementation, and reduced cost.
• Increased customer satisfaction for enhanced SLA, issue resolution escalation, status reports, project planning, customer support, new opportunities, and portfolio strategy. Communicated at all management levels conducted team and steering committee meetings and presentations to senior management.
• Confidential
• Conducted Business Case analysis to evaluate supply chain collaboration and visibility systems Supplier Enterprise Portals from top-tier vendors Recommended and presented the preferred SAP ICH/SNC solution, facilitated consensus at all management levels. Gathered business functional requirements from 200 stakeholders for the SCM SRM modules, portals, single sign on, data warehouse.
• Articulated supply chain organization strategic needs and direction for global production, sourcing sustainment. As SME, collaborated across functions programs with all levels of management and users to gather requirements interviews, prior studies, pain points, as-is processes , analyzed issues, designed high-level to-be processes system integration schema, and developed the next generation capabilities.
• Developed Value-Stream Maps with Big-4 consultants to identify opportunities for efficiency gains, Capability Matrix to capture long-term enterprise needs, and Gap Analysis Road Map for implementation path. Coordinated across SAP workshops to enhance the supply chain capabilities.
• Managed the IT Strategic Planning process to define project portfolio, ROI analysis, and budget priority.
• Led a 14-person client services/delivery teamwithin Hospitality industry, for project implementation, customizations, client training, and customer support as well as account management, for aSaaS-model Asset-Management web product, with Blackberry Work Order Management. Provided strategic inputs to product development roadmap, SOA roadmap, and augmented sales via stronger customer relationship.
• Set up process, policy, and procedures for internal functioning, as well as communicated with Sales, Technical Development, and Clients. Motivated the team for a cohesive team structure and productivity via mentoring, skills enhancement training, performance evaluation/feedback, and goal setting.
• Increased customer satisfaction by faster issue resolution, enhanced training, effective communication, incorporating lessons learned, and exceeding service level metrics.

Confidential

Project Manager

• Salvaged threatened-lawsuit PLM software PDMLink/Windchill implementation project with contract negotiations, credibility relationship building, value realization by process improvement, establishing trust with stakeholders, and setting up clear communications processes and expectations.
• Led 20-member SDLC team for at footwear apparel client site for customer relations delivery, on-site and off-shore development led design workshop for requirements solution definition, and proof-of-concept, developed project plans and change methodology managed master data configuration, customization, testing, and data integration/migration using ETL tools, data warehousing,Java, Web Portal technologies . Mentored the team, provided performance feedback, resolved issues.
• Saved 400K for client by scope, schedule and cost control, resource and risk management, quality assurance, team productivity and motivation, as well as thoroughly training users. Created monitored budgets and project plans, identified mentored resources for high performance teams.

Program/Project Manager,

• Managed a portfolio of projects as well as global programs with cross-functional teams for several supply chain, planning, and manufacturing operations systems to reduce product costs, streamline processes, and increase customer satisfaction sales.
• Led a20 member Inventory Management team to set up 15M Distribution Center. Simplified process and improved productivity by integrating legacy systems with Manhattan Associates' WMS system. Defined and monitored team goals. Formulated detailed project plans to monitor project scope, cost schedule. Prepared budgets, ROI, process maps and project reports for top management. Designed the solution and to-be process, developed Use Cases.
• Improved purchasing efficiency by 15 via automating order transmission to vendors. Reduced target inventory by 25 by designing and implementing Start-up Ramp-up strategies for optimal inventory.
• Designed and delivered COTS,or Software Development several multi-phase systems, including conceptualization, design, build, test, integrate and support S OP, ERP, WMS integration, Sourcing, Forecasting, Inventory Planning Optimization, Performance Metrics Reports, web-based WIP-Tracking, EDI, and Product Costing system in all manufacturing locations. Led several cross-functional and global on-site, off-shore, virtual teams for Process Improvement, System Integration, Software Development Implementation, Interfaces, and Data Migration. Followed PMBOK as well as SDLC methodologies and processes. Reduced product cost by 12 through these efficiency gains.
• Led 25 member matrix teams to install new/upgrade ERP system/modules at various Manufacturing/DC locations in US, Mexico, Puerto Rico, and the Caribbean. Trained and supported users extensively on these systems. Increased order-fill rates and productivity by 10 .
• Implemented Demand Solution's Logility Forecasting, Inventory Planning, and S OP systems Created data warehouse with SQL Server from AS400 as well as VAX platforms, using stored procedures, automated processes. Increased inventory turns by 20 , reduced stock-outs by 30 , and improved forecast accuracy by 25 .
• Implemented Gerber's PDM/PLM system migration, set up Change Management processes and document/version control, trained users on best practices for Release to Manufacturing, and improved communication among all functional departments, reducing the time-to-market and errors.
• Prepared RFP, evaluated responses, recommended solutions to management authored SOW SLA.
• Managed the vendor relationship, progressing from an untrustworthy relationship to a stable and mutually beneficial partnership conducted price negotiations, service contracts, and risk evaluations.
• Served as single point-of-contact across all stakeholders for issue resolution, status reporting, expectation management, and customer support.
• As Business Development Manager established a new Division. Solely responsible for achieving sales and profitability targets, and leading over 50 people. Doubled sales every year via Product Development of 150 new textile and apparel products to diversify product portfolio and achieve competitive cost advantage in Europe and the Middle-East.
• As Assistant Marketing Manager, formulated and executed market entry strategy in Europe, Australia and Japan. Negotiated pricing, distribution and product mix with clients. Developed vendors and computer-based supply chain systems. Managed a team of 15 people, researched markets and developed vendors for new existing products across manufacturing centers in India.
• As Procurement Manager, improved purchase efficiency by 25 , enhanced quality standards, implemented J.I.T. at suppliers and plant, and reduced inventory cost by 30 , at an international business organization.
• At Confidential , key member of project team for apparel factory start-up. Optimized process flow, product yield and information flow. Evaluated system requirements and compatibility for integration with company-wide implementation of ERP. Trained users to achieve ISO 9000 Standards.
• As Quality Manager at a large integrated textile manufacturer in India, enhanced fabric value realization by aggressive defect reduction, worker training, higher quality assurance standards, and machine maintenance, saving the company over 350K.