Doug Boutwell
Marietta,GA
Summary
Seasoned Service Delivery and Revenue Assurance leader with experience in international organizations in all staffing levels. Deep, hands-on experience in business process outsourcing, process design and improvement, vendor management, and SLA / SLO governance. Highly developed partnering expertise critical for communication across lines of business, management, and departments. Well-versed in KPI development and process adherence management.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Head of Revenue Assurance
SITA
02.2013 - 06.2024
- Improved margins of network and airport business lines by ensuring customers were invoiced on-time for contracted services while controlling vendor costs
- Managed the business operations of the organization including creation of strategy, reengineering processes, and allocation of resources
- Spearheaded the use of root cause analysis in the organization to identify and correct data quality and process issues impacting billing, leading to the realization of $5M in annual margin improvement
- Identified deficiencies in billing inputs and created a macro-enabled Excel template to automatically validate data before sending to Billing, avoiding $1M in invoice adjustments
- Custom-built Power BI dashboards to give Product Managers a view of installed services, technology, and revenues to facilitate data-driven decision making
- Saved $3M in the first year by implementing processes to manage disconnection of services for closed customers
- Ensured business and service continuity by taking orphaned activities, documenting procedures, improving processes, then transitioning to correct department
Senior Manager, Vendor Management and Data Validation
SITA
03.2009 - 01.2013
- Managed SITA's largest vendor of network service components and owned data quality of the Service Delivery inventory
- Created and implemented a quarterly analysis of vendor lead times to drive reductions in those countries where we planned expansion
- Reduced order processing time and cost by 20% after creating an order dispatch function
- Improved overall lead time for service delivery by introducing SLO measurements to allow vendors to attempt shorter delivery cycles without imposing SLA penalties
- Liaised with external providers and internal stakeholders to develop an inventory tool to be used by Service Delivery, Billing, Service Management, and others
- Instigated Right First-Time measurement with service vendor to address customer concerns about configuration accuracy
- Responsible for monthly reporting of SLA adherence, KPI achievements, and any corrective measures
Senior Manager, Order Management and Service Delivery
SITA
02.2006 - 02.2009
- Oversaw the order entry function with outsourced provider and managed SITA's largest vendor of network services
- Planned, managed, and implemented outsourcing of the Order Management function into a shared services arrangement, saving $2.6M per year
- Dotted-line management of regional Service Delivery Units and full management of outsource provider for Order Entry team
- Accelerated revenues by identifying and implementing services the vendor could deliver sooner
- Managed delivery performance of key vendor with over $300M is annual spend
Senior Manager, Business Processes
SITA
01.2004 - 01.2006
- Ensured global performance repeatability by leading the Process Office to standardize processes and managed the order entry activity with outsourced provider
- Created a team to drive standardization across six Service Delivery Unit locations by producing uniform procedures, develop training materials, SOPs design, training staff, supporting tool enhancements, performing process adherence audits, and managing quality standards
- Managed 20-person offshore Order Entry team as a shared services group for regional Service Delivery and Project Management teams
- Worked with Product Management, Service Management, and Billing to ensure new products can be ordered, delivered, managed, and invoiced
- Launched a survey for end customers to give feedback on communication and outages during installations and received an average customer satisfaction score of 4.2/5
- Consulted with other organizations to review their business needs and prepare them for any business process outsourcing
Senior Manager, Order Management
SITA
01.2000 - 01.2004
- Directed the Order Management team in the Americas region
- Transformed team from an Order Entry activity with reactive processes to an Order Management organization with proactive mindset, tools, and policies
- Gained over $300K per year by creating a manual process to charge customers for expedited configuration requests per contract terms
- Reduced processing time and errors by automating entry of commonly requested services from largest customer
- Outsourced the Order Entry function to a Business Process Outsourcing partner, saving $3.2M per year
- Performed customer site visits in conjunction with Sales or Service Management to share performance and listen to how we can improve customer service
Education
Bachelor of Business Administration -
Stetson University
DeLand, FLSkills
- Root-cause analysis
- People Management
- Team Development
- Process Design
- Vendor Management
- Problem Solving
- Business Process Outsourcing
- Oracle
- SAP
- Salesforce
- Microsoft Office
- Power BI
- Business Objects
- SharePoint
Certification
- Lean Six Sigma Green Belt
- CSCMP Supply Chain Foundations
- UNLEASH Certified People Manager
- ServiceNow IT Leadership Professional
- Negotiation Professional
Additionalrelevantexperience
- SITA, Atlanta, GA, Ordering Manager
- Worldspan, Atlanta, GA, Domestic Network Planning and Commercial Operations
Timeline
Head of Revenue Assurance
SITA
02.2013 - 06.2024
Senior Manager, Vendor Management and Data Validation
SITA
03.2009 - 01.2013
Senior Manager, Order Management and Service Delivery
SITA
02.2006 - 02.2009
Senior Manager, Business Processes
SITA
01.2004 - 01.2006
Senior Manager, Order Management
SITA
01.2000 - 01.2004
Bachelor of Business Administration -
Stetson University