Managed Services Project Manager
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Communications professional with 30+ years experience. Expertise includes field service, customer service delivery, escalation management, project management, complex project implementation, program management, contract retention, pricing and margin analysis, liaison between HQ and field personnel, staff positions, profit and loss responsibility, and materials management.
Specialties: Field workforce management, customer service satisfaction, service delivery logistics, service offerings.
Renewal of Managed Services contracts, provide renewal quotes and associated documentation required for renewal activities, coordination of support contracts with outside vendors, support of sales and program managers in retention of MS service offerings. Provide support on new proposals and migrations relative to MS service offerings. Review / evaluate requests for special pricing and provide recommendations based on analysis. Provide knowledgable expertise on Managed Services solutions offeriings, tools, and processes. Establish relationships that factiitate working across cross-functional lines to produce maximum results.
Development of new Managed Services program offerings for customers.
Retention of customer base and service revenue through customized service delivery offerings. Education and support of sales reps in sales and retention of maintenance service offerings. Provide support on new proposals and migrations relative to service offerings. Review / evaluate all requests for maintenance pricing discounts and provide recommendations to executive management. Provide knowledgable expertise on Siemens’ Lifecycle and Managed Services solutions offerings and tools. Provide process information and support on channel partner service offerings. Cultivate and maintain internal relationships across the entire organization to facilitate accurate and timely responses to requests.
Retention of service revenue, maintaining customer and internal relationships, and providing support for Siemens Top Enterprise Accounts. Education and support of sales reps in sales and retention of maintenance service offerings. Serve as Subject Matter Expert on organization’s service solutions offerings including both Lifecycle and Managed Services. Cultivate and maintain internal relationships across entire organization to facilitate service delivery and craft custom offerings as required.
Responsible for $50M in annual Lifecycle Services maintenance contract revenue for Top Enterprise and assigned Region accounts. Managed / supported region Service Solutions team. Leveraged local and global resources to influence customer decisions, maximize retention and growth opportunities in service, increase customer satisfaction, thereby increasing service revenue potential.
Handled all accounts designated as Focal Accounts in the US. Worked closely with L1 / L2 Americas, L3, and Product Development in resolution efforts. Coordinated resources required (both internal and external) for resolution of complex technical issues. Served as Single Point of Contact for resolution efforts, both internally and w/ the customer. Developed action plans, maintained and updated Issues lists, ensured execution of required actions. Developed a thorough working knowledge of service delivery and escalation processes.
Managed field operations functions in Kansas, Missouri, Illinois (except Chicago), Texas, and Colorado. Responsibilities included customer retention, revenue attainment ($100M annual revenue target), manpower allocation, overtime management, productivity trending, materials management, technical training, project implementation, customer escalations, and daily operations activities.
Overall responsibility for implementation of 72 site voice and data network for Kansas City Missouri School District. Included project scheduling, resource allocation, material coordination, gross profit attainment, timeline adherence, working with business partners, resolution of customer issues / escalations.
Provided indirect (staff) operational support for branch offices in a 6 state area. Served as liaison between field and headquarters on company programs. Escalation point for field for service issues. Participated in several task forces at a HQ level to develop new processes for service delivery. Assisted branches in rolling out revenue promotion programs, new corporate policies, and service programs. Trained field personnel on new programs. Monitored branch performance in key service areas (productivity, revenue) and provided feedback to branches and senior management.
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