Mark Gordon

Experience

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  Xerox

  May 2004 - now

  • Strategic Project lead for global delivery organization: scales programs for global impact• Manages outsourced service integration teams• 100% client retention and renewal • Managed 80 employees across multiple top 100 accounts•. Responsible for primary customer relationship• Actively manage all contracts for retention, profit and SARG • Conduct monthly and quarterly business reviews with clients• SLA achievement through best in class shared service functions • Identify opportunities for delivery improvement and cost reduction• Aid clients in short and long term global strategy development• Effectively communicate complex technical environments to variety of stakeholders Show less • Develop Optimization strategy working closely with extended team members • Review SOW and P&L for optimization requirements.• Identify opportunities to reduce cost, improve time to revenue and drive value for the client.• Participate in client orals presentation; present complex technical environments to variety of stakeholders• Scope internal transition and transformation effort and timeline.• Revise and maintain internal cost tool to reduce onsite hours and travel by utilizing existing resources more effectively. • Provide staffing forecast to internal partners. Show less • Develop Optimization plan working closely with the Project Manager, Transition Executive and Principal.• Review SOW and P&L for optimization requirements.• Whiteboard the optimization processes during client kick off meetings• Manage multiple client optimizations.• Manage multiple Equipment Transformation Consultants throughout data collection, design phases, and implementation.• Review and approve all future state design recommendations to ensure customer savings and Xerox margin have been achieved.• Requirements development and testing of new design toolset.• Develop training for Global Equipment Transformation Consultants • Develop OneNote communication site to effectively communicate project statuses to peers and management. • Present design recommendations to client project sponsor.• Manage sub-contractors throughout data collection, design, and implementation phase.• Analyze future state design implications on customer savings and Xerox margin.• Perform Voice of the Customer (VOC) interviews.• Review new Xerox product offerings. Show less

  • Senior Manager, Business Strategy & Operations

    Jan 2019 - now

  • Sr. Service Delivery Manager

    Oct 2012 - Jan 2019

  • Transition Manager, Pre-Sales

    Jan 2011 - Oct 2012

  • Transformation Manager

    Jun 2009 - Jan 2011

  • Sr. Consultant

    Oct 2006 - Jun 2009

  • Subject Matter Expert

    May 2004 - Oct 2006