Ken Norris
Somerset
Summary
Results-driven professional services manager with a proven track record of driving client success and operational excellence. Expertise in project management, strategic planning, and cultivating strong client relationships. Committed to fostering team collaboration and consistently delivering impactful results. Strong leadership and problem-solving skills, adept at adapting to changing priorities seamlessly.
Overview
23
23
years of professional experience
Work History
Project Manager
Becton Dickinson
San Diego, Ca
06.2025 - Current
- Oversaw project execution by coordinating efforts across multiple departments, ensuring adherence to deadlines and budgetary limits.
- Designed and implemented project plans, timelines, and resource allocations to facilitate effective project delivery.
- Directed multiple projects concurrently, ensuring task prioritization aligned with urgency, resource allocation, and strategic organizational goals.
- Enhanced client relationships by addressing concerns promptly and ensuring satisfaction throughout the engagement lifecycle.
- Facilitated stakeholder engagement through ongoing communication updates, fostering trust and confidence in the team's ability to achieve objectives.
Manager, Professional Services
Becton Dickinson
San Diego, Ca
10.2016 - 10.2024
- Oversaw cross-functional teams of up to 30 professionals to implement strategic initiatives aimed at enhancing BD’s medication management system (MMS).
- Implemented strategic improvements that resulted in a 25% increase in financial performance and elevated customer satisfaction scores to a consistent 5-out-of-5.
- Improved escalation resolution efficiency, resulting in a significant reduction in average resolution time from 8 hours to 6 hours to support customer satisfaction.
- Directed deployment of 30+ enterprise-level MMS implementations each year to enhance operational efficiency, achieving a 90% on-time delivery rate.
- Enhanced efficiency of project lifecycle by standardizing scheduling tools and templated communications, resulting in a 25% decrease in implementation cycle time.
- Enhanced financial forecasting processes through targeted coaching and policy development, contributing to sustained revenue performance.
- Administered budget management to achieve 10% annual cost savings across labor, materials, and transportation.
- Engaged with sales and business teams to enhance customer alignment strategies, resulting in the successful negotiation of 20+ new contracts valued at over $14 million annually.
- Facilitated cross-functional support through the development of communication protocols, enhancing collaboration among 10+ internal teams and 40+ client organizations.
Consultant
Becton Dickinson
San Diego, Ca
01.2016 - 10.2016
- Facilitated project execution while mentoring over 30 team members annually on best practices in client communication and project planning to optimize operational efficiency.
- Delivered 100+ projects through customized planning frameworks aimed at minimizing support requirements and reactive service requests post-go-live.
- Enhanced stakeholder collaboration by employing effective soft-skill communication strategies during group and individual meetings.
- Directed project management efforts and resource utilization across $120 million in budgets to maintain financial efficiency.
Application Specialist
Becton Dickinson (Cardinal Health)
San Diego, Ca
08.2003 - 01.2009
- Directed planning and implementation of special events, such as government conferences and trade shows, to foster key client connections and elevate brand visibility.
- Directed national operations for Cardinal Health servers and security to ensure timely project delivery and adherence to budget constraints.
- Engaged with external vendors to address system issues, enhancing risk management strategies to minimize downtime.
Education
Bachelor of Science - Information Technology
Purdue University, FL (Formerly called Kaplan University)
Orlando, FL01.2008
Skills
- Strategic planning
- Leadership in professional services
- Interdepartmental teamwor
- Innovation process optimization
- Customer experience enhancement
- Sales assistance
- Prioritization and scheduling
- Proficient in computer applications
- Engaged listening
- Clear communication
- Process improvement
- Talent acquisition and training
Timeline
Project Manager
Becton Dickinson
06.2025 - Current
Manager, Professional Services
Becton Dickinson
10.2016 - 10.2024
Consultant
Becton Dickinson
01.2016 - 10.2016
Application Specialist
Becton Dickinson (Cardinal Health)
08.2003 - 01.2009
Bachelor of Science - Information Technology
Purdue University, FL (Formerly called Kaplan University)