Bartley Scott Spencer
Oxford,MI
Summary
SENIOR PROGRAM MANAGER & SERVICE DELIVERY LEADER Senior Programme Manager & Service Delivery Leader, technologically innovative and driven, with extensive experience across manufacturing, automotive, retail, health care and corporate sectors. Able to translate business requirements into tangible, realistic programme deliverables and outcomes for global clients. A commercially aware, analytically minded, strategic thinker, assessing IT needs and providing consultative support for strategic decision making. Champions the delivery of all IT services supplied to stakeholders, managing various cross-functional teams and 3rd party suppliers to support infrastructure, desktop, applications, and project lifecycles across single and multi-site operations. Proven expertise in: - Business Transformation & Change Management - Best Practice Methodologies, PMP Certified - Full Project Lifecycle Management & Delivery - Budget Management & Financial Control, P&L - 3rd Party, Vendor, and Supplier Management - Software Project Management and Integration - Cloud-Based Solutions, AWS Cloud Computing - Data Centre Migrations & Operations Management - IT, Digital, Technology, and Business Alignment - Disaster Recovery (DR) & Business Continuity - Mergers & Acquisitions (M&As), Restructuring - Process Improvement and Outsourcing Initiatives - Stakeholder Management and Engagement - Requirements Definition & Technical Specifications Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Program Manager, Service Delivery Consultant
State of Michigan, Department of Technology Management and Budget
12.2022 - Current
- Managing a program to make services available to the agencies from three major cloud service providers, Google Cloud Platform, Amazon Web Services and Microsoft Azure
- Managed the deployment of the first key cloud hosted applications for the state services
- Additionally managing and overseeing projects to implement applications to support the cloud services.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Built teams to address project goals and objectives for multiple projects.
- Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Developed and maintained logistics workflows, procedures and reports.
Program Manager & Service Delivery Leader
Gainwell Technologies
01.2020 - 01.2022
- Managed the program with dedicated oversite of five service lines which in include, Security, Contracts, 3rd party software, Application, and database migrations
- The program included and transformation from an on-premises data centers to AWS Cloud
- Implemented cloud cost optimization following the transformation.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Identified program obstacles and communicated possible impacts to team.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Built teams to address project goals and objectives for multiple projects.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Coached team members on productivity strategies to accomplish challenging goals.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Leveraged project management processes and tools to define and execute projects.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
- Interacted with customers and clients to identify business needs and requirements.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Program Manager & Service Delivery Leader
DXC Technology
01.2011 - 01.2020
- Directed the program management office for the IT portfolios and projects for automotive industry clients
- Worked with client executive level leadership to align project governance with the corporate direction
- Responsible for the overall budget for all project delivery
- Aligned with the contract pursuit teams to include new lines business into the existing master services agreement, also ensured design and integration of the new services properly align with account delivery services.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Devised and implemented processes and procedures to streamline operations.
- Created and managed project plans, timelines and budgets.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
- Successfully turned around underperforming accounts through proactive engagement, targeted action plans, and rigorous follow-up on deliverables.
- Collaborated with cross-functional teams to ensure timely completion of projects and customer satisfaction.
- Maintained a thorough understanding of industry trends, regulatory changes, competitive landscape insights to inform business decisions related to service delivery strategy enhancements.
- Enhanced service delivery efficiency by implementing process improvements and streamlining workflows.
- Reduced client complaints by proactively identifying potential issues and addressing them promptly.
- Championed a customer-centric approach across all aspects of service delivery operations by regularly soliciting client feedback, analyzing results, and incorporating insights into process improvements.
- Developed and implemented key performance indicators to monitor progress and drive continuous improvement in service delivery processes.
- Championed the adoption of new technologies to improve service delivery capabilities and increase operational efficiency.
- Introduced cost control measures that resulted in significant savings without compromising quality or negatively impacting client relationships.
- Generated repeat business by maintaining strong relationships with clients and consistently delivering high-quality services.
- Optimized resource allocation across multiple projects to maximize productivity while minimizing costs.
- Strengthened communication channels within the organization by fostering open dialogue between teams, departments, and leadership levels, ultimately improving overall collaboration efforts in achieving shared objectives.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
Senior Project Manager
Hewlett Packard Enterprise (Formerly EDS)
01.2008 - 01.2011
- Participated in the development and deployment of nonstandard service request management delivery offering
- Worked with a team to create process workflows and integration into the service request workflow tool (Aries)
- Established the processes and integration into the standard services offering
- Including the request triage process for complexity, pricing
- Creation of the statement of work and routing to the program management office for project delivery assignment.
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Communicated project plans and progress to key stakeholders and project contributors.
- Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
- Developed and maintained project budgets to control costs and meet organizational and project goals.
- Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
Project Manager
Electronic Data Systems Corporation
01.2004 - 01.2008
- Directed cross-functional support team across midrange services group to develop and deliver technical advancement initiatives
- Spearheaded comprehensive technology upgrade project, simultaneously managing the transition of services from HP, IBM, and CompuCom from and to EDS as part of General Motors ending their sole source agreement with EDS.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Education
Business Administration -
University of Phoenix
Tempe, AZSkills
- IT Service Delivery Managment
- Problem-Solving
- Project/Program Management
- Detail Oriented
- Strategic Planning
Certification
- Project Management Professional (PMP), Project Management Institute (PMI)
- ITIL V4 Foundations
Timeline
Program Manager, Service Delivery Consultant
State of Michigan, Department of Technology Management and Budget
12.2022 - Current
Program Manager & Service Delivery Leader
Gainwell Technologies
01.2020 - 01.2022
Program Manager & Service Delivery Leader
DXC Technology
01.2011 - 01.2020
Senior Project Manager
Hewlett Packard Enterprise (Formerly EDS)
01.2008 - 01.2011
Project Manager
Electronic Data Systems Corporation
01.2004 - 01.2008
Business Administration -
University of Phoenix
- Project Management Professional (PMP), Project Management Institute (PMI)
- ITIL V4 Foundations
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