Global Program Manager Resume

SUMMARY:

An accomplished Professional Services Global IT Program/Project Manager and respected leader with a keen ability to effectively motivate and mange people in a distributed team environment.
An IT professional for over 25 years primarily focused on managing IT Service Delivery Projects and Programs that include implementation and management of Global and National ITSM service solutions.
A respected leader with professional experience that encompasses pre - sales support, proposal development, transition support, on-site and remote delivery management, client relationship development, and contract and P&L management.

PROFESSIONAL EXPERIENCE:

Confidential

Global Program Manager

Responsibilities:

Lead multiple client-based accounts to provide IT Service Delivery projects and services consistently within budget and schedule, meeting client objectives.
Direct all phases of IT Service Management programs and projects comprised of Project Managers, Technical Support Analysts, and Network Engineers.
Develop and maintain contract documents, Statements of Work and Project Plans.
Direct face-to-face and remote client meetings.
Services: Networking, Infrastructure, Data Center, Help Desk, and Technical Support.
Manage and maintain strong vendor relationships.
Total annual revenue more than $21MM across all assigned programs. Achieve and exceed revenue growth targets consistently.
Provide on-site technical support and project management at Merck USA locations.
Client escalation point for IT Service staffing and support challenges.
Lead Monthly and Quarterly Reviews.
Service Desk Services supporting all Danone locations in the USA and Canada.
Manage ITIL Service Strategy including Incident, Problem, and Change Management driving continuous service improvement.
Desktop Services for 12,000 users at 5 Campus and 300 Field locations in the USA
Negotiated a new three-year contract.
Delivery of IT services to the Federal Government outside the continental US (OCONUS) locations including Network, Desktop and Project Support in 58 countries for government and military staff.
Contract renewals consistently year-over-year.
A 7-year Desktop Services contract including a dedicated team of Desktop Support Engineers supporting 14 USA field and 4 Canadian locations.
Provide IT support at 265 USG locations (USA and LATAM) including Service Desk Services (ServiceNow) following the ITIL Framework including Incident, Problem, and Knowledge Management.
Provide onsite Desktop Support at 265 locations.
Negotiated and renewed a new 3 year contract.
Delivery of Information Technology “Solution Café” services for 10,000 users in New York City and Phoenix.
Support for 1800 SSA offices in the United States providing Desktop Services for more than 32,000 systems.
Global IT Services including PMO, Service Desk, Desktop Support Services, Network Monitoring and Remote Systems Management Services, and Asset Management.
Scope included 38 locations in North/Latin America.

Confidential

Sr. Project Manager

Responsibilities:

Managed a group of 5 Project Managers focusing on Project Management Best Practice processes for Asset Management Inventory and Reporting projects. Defined, developed and documented the Core Project Plans and Schedules for multiple concurrent projects.
Developed all aspects of the global services including process and system design, training development and delivery, documentation, and project implementation and management.
Successfully delivered IT Asset Management Services to 18 clients, globally managing over 500,000 assets.

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