Summary
Overview
Work History
Education
Skills
Other Skills
Languages
Timeline
Generic

Lester Delgado

North Bergen,NJ

Summary

Forward-thinking Senior Manager adept at managing teams of 30 employees with 5 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.

Overview

16
16
years of professional experience

Work History

Senior Manager, Implementations

Tangoe, Inc.
01.2020 - Current
  • Customer Success Management
  • End-to-End service management of $136M in client technology spend and $15M in annual revenue by cultivating lasting relationships with my clients to ensure Tangoe services bring value to their organization
  • Global Product Deployment
  • Launch Telecom and Mobile Expense Management Software in global markets further driving client expansion as well as increase revenues of 23% by delivering global solutions with a local feel into NA, EMEA, LATAM and APAC regions
  • Program Management
  • Oversee the execution of global transition efforts consisting of program governance meetings with C-Suite, proactive risk mitigation, guide client executives through critical milestones and manage the timely delivery of contracted services in accordance with the Statement of Work
  • Relationship Management
  • Lead strategic business reviews focused on ROI metrics, SLA adherence, accomplishments and create opportunities for sales to demo adjacent products and services
  • Escalation Management
  • Act as senior point of escalation for clients covered by direct reports, continually monitor potential risks and accelerate improvement plans to prevent revenue loss
  • Solution Design
  • In support of Sales, lead integration solution design sessions with prospects which have resulted in 14 new logo wins including Weatherford, Cooper Standard, Ecolab and United Health Group.

Project Manager, Implementations

Tangoe, Inc.
05.2018 - 12.2019
  • Project Management
  • Successfully managed 100+ engagements enabling Tangoe Software and Services consisting of Invoice Expense Management, Fixed Asset Fulfillment, Mobility Management, Service Desk, and 24x7 Live Chat
  • Revenue Recognition
  • Directly responsible for onboarding $6.6M in new logo revenue while identifying and onboarding $2.6M in add-on revenue services
  • Discovery and Design
  • Facilitated over 500+ joint requirements gathering sessions, instructed clients on configuration options, presented integration opportunites, recommended data conversion techniques and crafted fit-for-purpose projects plans
  • Matrix Management
  • Led cross-functional teams of 10-50 members distributed across the globe to implement multi-language Invoice Processing, Bill Payment, Auditing and Optimization Services for key accounts including HSBC, Citigroup, Thomson Reuters and Accenture
  • Process and Standards
  • Managed the adoption of department wide implementation methodologies consisting of minimal viable product deployments, SSAE16 compliance, developed standard Project & Program Governance Dashboards for effective communication during engagements
  • Change Management
  • Proactively managed changes in scope, work with Sales to execute change orders, identify non-funded out of scope activities and devise contingency plans.

ServiceNow Program Manager

Tangoe, Inc.
01.2016 - 04.2018
  • Systems Improvement
  • Championed the CRM systems rationalization project, managed the CRM RFP effort which led to the purchase of ServiceNow, managed the implementation of ServiceNow and retired three legacy CRMs (Remedy, Soffront, Footprints) resulting in an annual OpEx reduction of $1.2M
  • Business Process Improvement
  • Interviewed 120+ Operational Groups globally to identify redundancies, streamlined people operations and enhanced workflows resulting in a leaner operating model consisting of only 50 Operational Groups going forward and a staff reduction of 20%
  • Customer Portal
  • Responsible for implementing the company’s Customer Service Catalog and orchestrated its launch at Tangoe Live 2018 achieving; end-client user adoption of 90% (2000 users), a decrease in client emails of 35% and a 10% increase in Tangoe operational productivity
  • Sales Process Innovation
  • Created Tangoe’s 360 Customer Profiles concept and managed its launch, refined the company’s business services for market utilization and guided the launch of this new content for consumption by Sales Executives through ServiceNow Dashboards which displayed CSAT, SLA targets, health of services and contract terms enabling cross and upsell opportunities
  • ITSM Process Implementation
  • Leveraging ITSM methodoliges led 100+ IT process mapping sessions to overhaul the company’s existing Incident and Request processes, and in parallel, implemented net new Change and Problem Management processes.

Client Manager, OnPrem Services

Tangoe, Inc.
08.2010 - 12.2015
  • Portfolio Management
  • Managed day-to-day operations of 10+ assigned clients, managed adherence of contractual SLAs and responsible for ARR of $4.4M
  • Stakeholder Management
  • Ensure fully documented framework for facilitating working sessions with relevant client stakeholders to understand client IT strategy and objectives, operational / behavioural pain points to then present recommendations on changes to Tangoe services with expected benefits during Strategic Business Reviews
  • Remote and Onsite Training
  • Provided 800+ hours of training to clients, at all levels of the organization, as contractually required, to ensure their adoption of the purchased products and services
  • Data Analysis and Insights
  • Accountable for end-to-end customer experience through analysis of client data, leveraging business intelligence tools, market data, internal metrics and customer survey results
  • Contract Management and Renewals
  • Proactively engaged sales during the client service lifecycle, assisted with pricing efforts, provided input on changes to contractual rates / language in order to help secure contract extensions.

Telecom Auditor

HCL Technologies
11.2007 - 07.2010
  • Professional Services
  • Responsible for managing all NY/NJ telecom onsite audits of voice and data services which resulted in refunds of $21.5M for non-working-services to my clients and billable revenue of $4.3M to HCL
  • Mobile Optimization
  • Conducted optimization studies for Energy, Technolgy, Banking & Government Agencies resulting in cost reductions of $2.1M for mobile plan right-sizing and zero use devices
  • Benchmarking
  • Performed benchmark studies for domestic and international Telecom & Mobile Services based on comparable spend and commitment levels of industry peers and market rates
  • Dispute Management
  • Submitted 700+ billing claims, directly negotiated claim settlements, secured the refunds and delivered the saving checks to my clients
  • Financial Forecasting
  • Presented weekly financial forecast reports to Senior Management of expected contingency fee revenue, consisting of win probability for vendor claims, and billable optimization fees.

Education

B.S. Business Administration - Business Management

Montclair State University
08.2010

Skills

  • Budget Oversight
  • Market Analysis
  • Strategic Planning
  • Data Analytics

Other Skills

Microsoft Office Suite, ServiceNow, Smartsheet (Admin), JIRA, SalesForce, SharePoint, Sisense, Lessonly, Microsoft Teams, Zoom, System Integrations; SAP, J.D. Edwards, Oracle NetSuite, Coupa, AWS sFTP, Azure for SSO, Certified Six Sigma Yellow Belt, Certified Scrum Master (CSM) expired

Languages

Spanish
Native or Bilingual

Timeline

Senior Manager, Implementations

Tangoe, Inc.
01.2020 - Current

Project Manager, Implementations

Tangoe, Inc.
05.2018 - 12.2019

ServiceNow Program Manager

Tangoe, Inc.
01.2016 - 04.2018

Client Manager, OnPrem Services

Tangoe, Inc.
08.2010 - 12.2015

Telecom Auditor

HCL Technologies
11.2007 - 07.2010

B.S. Business Administration - Business Management

Montclair State University

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