Matthew R.

Experience

• 

  Procter & Gamble

  Dec 1999 - Jul 2003

  ITO Systems Analyst (Remote Site Support Customer Base)

  • Remote Call Center Duty Manager (6,200 remote sales customers). Delegated between Live vs Call Back staffing, resolved escalated issues, and ensured call center metrics were achieved.• Technology Support Lead: technical support, technology evolution deployment lead, and new/refresher training to agents. Technologies owned:o Mobile Remote Access Lead, Messaging and Web Services Lead, and P&G-custom business applications (Retail/CPG/Pharmaceutical businesses)

• 

  Hewlett-Packard

  Aug 2003 - Apr 2015

  • Primary responsibilities included: time tracking governance, supplier contract management, portfolio management (small projects/SOWs), and overall financial management.• Created revenue tracking matrix to account for all revenues/costs/margins to ensure full visibility to operating performance to management. Multi-million dollar budget.• Actively pursued cost efficiencies across the org (supplier renewals, process refinement, time tracking compliance).• Led supplier renewal efforts (36 contracts/POs). Achieved 5% savings.• Initiated on-going customer SOW renewals to maintain revenue base and prevent run-off. Show less • Primary disciplines included: Site Team Leadership, Customer Influencing, Relationship Building, SLA Incident and Problem Management, Project Management/Initiative Management, and Escalation Management.• Remotely led team of 6 resources geographically dispersed across the US.• Developed regular monthly cadence to bring together core HP team and 3rd party resources to focus on: project execution, customer satisfaction levels, and on-going delivery execution.• Ensured Joint Business Plans were created and executed against for remote customer base.• Maintained customer satisfaction for remote customer base at 4.55/5. Show less Remote Site Services Division Technical Support Expert (P&G Account)• 2nd Level Messaging/Web Services & Mobile Remote Access Technical Support Experto Handled 95% of customer issues without escalation. Resolved all issues within SLAs.o Completed integration/certification testing for quarterly technology deployments.o Trained agents on new technology deployments.• Led onsite support events for remote customer base. Managed team of agents, onsite help desk, and ensured turnaround on extremely short timing. 3,500+ customers onsite.Remote Site Services Project/Integration Manager (P&G Account)• Led requirements gathering, statement of work creation, project execution, and close-out processes. Actively collaborated with customer leaders, procurement, finance and project management office (PMO).• Delivered projects on-time and under budget while achieving customer satisfaction of 4.5+/5.• Led technical integration of acquired businesses into remote customer P&G environment (migration to new hardware, P&G image, data move, and transition to P&G support model).• Led annual technology refresh for retail customer base. Ship-in ship-out migration effort with average of 2,000 PCs refreshed/year within 2-3 month time frame.Pharmaceutical/Oral Care Client Service Manager (P&G Account)• Led multiple tool set/hardware migration efforts for 2,000 customers (new hardware, image, business application).• Served as the interface between the call center and Pharmaceutical/Oral Care business for systemic issue resolution. Responded to 100% of customer feedback within 24 hours• Led Quarterly Joint Business Plan reviews (achieved customer satisfaction rating of 4.65/5)Employer Note• Transitioned to Hewlett-Packard via P&G outsourcing of IT Delivery Services (Aug 2003) Show less

  • Americas (AMS) Site Services Division Business Operations Leader (P&G Account)

    Aug 2011 - Apr 2015

  • Remote Site Services Division Team Leader (P&G Account)

    Apr 2010 - Jul 2011

  • Remote Site Services ITO Consultant II (P&G Account)

    Aug 2003 - Mar 2010
• 

  Hewlett Packard Enterprise

  May 2015 - Jun 2017

  Global Site Services Division Business Operations Leader (P&G Account)

  • Expanded prior Americas (AMS) role to include all regions (global)• Primary responsibilities included: time tracking leader, supplier contract management, portfolio management (small projects/SOWs), and overall financial management.• Forecasted $MM cost budget. Maintained variance level within +/-3%.• Developed weekly 3P supplier review to ensure all renewals were completed on-time, management had full visibility to costs/savings achieved, and ensure any roadblocks were removed in the procurement process.Employer Notes• Transitioned to DXC Technology via HPE ES division spin merge with CSC (Apr 2017)• Transitioned to HPE via Hewlett-Packard split into HP Inc. and HPE (Nov 2015) Show less

• 

  DXC Technology

  Jul 2017 - Jun 2019

  • Expanded role from Global Site Services division to include the entire account (largest in DXC)• Primary leader for: new hire requisition process, supplier engagement/renewal procurement process, time tracking compliance, value attainment, and financial analysis.• Built relationships across the business units/towers to improve business process execution and ensure awareness of all deployed programs/processes.• Developed financial reporting/modeling to provide management visibility to run rate, variance levels, cost savings achieved (productivity vs run-off), and current operating levels.• Demand management governance for 5,000+ FTEs. Show less

  • Americas (AMS) Region Business Operations Leader

    Apr 2019 - Jun 2019

  • Deliver Business Operations Lead (P&G Industry)

    Jul 2017 - Jun 2019
• 

  DXC Technology

  Jan 2020 - Jul 2024

  • Revenue and Cost Management o In-quarter revenue tracking/analysis enabling goal progress view and target attainment o Lead offering rebalance management (major account identification of run-off and corresponding cost removal) o Workforce planning cycle management (factor cost forecast/headcount walk to account for run-off, growth, and productivity actions) o Productivity initiative management (reduce contractor spend, drive labor pyramid index (LPI) shifts, drive offshore/onshore/nearshore (LCC) labor mix, drive lean/automation efforts) o Financial-impact analysis and reporting across all initiatives• Resource demand management governance (~3000 FTEs)o Forecast offering demando Bench management and reporting (driving monthly offering bench levels to 1-2%)o Requisition approval management tied to revenue growth or cost reduction actions• Time Tracking Governanceo Validation and reporting of billability and utilization metrics• Weekly Operations Reviews with Offering Delivery Leaderso Communication of business operations metrics and financial initiative execution status Show less • Revenue and Cost Management o Led industry rebalance management (account by account identification of run-off and corresponding cost removal) o Workforce planning cycle management (factor cost forecast to account for run-off, growth, and productivity actions) o Productivity initiative management (reduce contractor spend, drive labor pyramid index (LPI) shifts, drive offshore/onshore/nearshore (LCC) labor mix) o Financial impact analysis and reporting across all initiatives• Resource demand management governance (~2000 FTEs)o Forecast industry demando Bench management and reporting (driving monthly industry bench levels to 1-2%)o Requisition approval management tied to revenue growth or cost reduction actions (LPI, LCC)• Contractor Purchase Order (PO) Requisition Management and Validationo Validate PO affordability and approve corresponding requisitionso Proactive PO management to eliminate After-the-Fact requests across the industry• Time Tracking Governanceo Validation and reporting of billability and utilization metrics• Weekly Operations Reviews with Account Delivery Leaderso Communication of business operations metrics and financial initiative execution status Show less

  • Deliver Business Operations Leader (Modern Workplace Offering)

    Feb 2023 - Jul 2024

  • Deliver Business Operations Lead (AD&M Industry)

    Jan 2020 - Jan 2023
• 

  Optum

  Aug 2024 - now

  Delivery Operations Leader