Vincent Castillo

Experience

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  Sitel

  Jan 2005 - Jun 2008

  Senior Operations Manager
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  Sutherland Global Services

  Jul 2008 - Oct 2010

  Senior Program Manager
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  Hewlett Packard Enterprise

  Nov 2010 - now

  IT Service Delivery Manager

  Summary:Accountable for operational, financial and program performance of multiple accounts in EMEA & Americas being delivered in Manila. Direct and manage operations support functions in a matrix environment to achieve company and client program Key Performance Indicators and contractual deliverable. Develop and implement strategies that drives Reliability and Continuous Improvement in client performance and revenue while managing expenditures.Duties and Responsibilities:• Develop and execute account/s financial plan YoY. Manage the drivers of the program financial performance, including attendance, headcount, attrition, compensation and billing yield.• Lead Service Desk Managers towards achievement of client program KPIs & SLAs• Develop and execute short and long term performance strategies aligned with company and leadership's vision and direction.• Oversee hiring and staff management process to ensure all positions are staffed with appropriate talent to meet client expectations.• Responsible for communicating strategy to management team and cascading goals and objectives to achieve expected results.• Direct, leads and empower a team of managers to be focused on driving Reliability and Continuous Improvement for our clients.• Partner with respective Operational Support (Client Services, HR, Staffing, Training, etc) to deliver high level service.• Partner with Client and Business Solution teams to leverage the company's value to our clients by driving performance and client satisfaction, enhance business value propositions and examine growth and saving opportunities.• Support and drives the company's reward and recognition programs and employee engagement activities.• Communicate openly and frequently with staff and establishes, maintains, promotes an inclusive and high performing culture to maximize operational efficiency.• Responsible for understanding and complying with all policies, procedures and regulations relating to job duties. Show less