John Vicharelli

Experience

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  CompuCom

  Jan 2005 - Jan 2011

  Sr Program Manager

  Executed all program planning for the Wachovia/Wells Fargo account—strategic development, budgeting, staffing, and resource allocation. Managed an IT maintenance and project management team of 14 direct reports and 204 indirect reports. Coordinated all P&L activities. Developed and presented customer performance/goal scorecards. Ensured staff coverage at all times. Fostered client relationships and acted as a consultative resource for all technical projects.Key Achievements:★ Drove profits from -11% to 9% in 2006 to 40% in 2009.★ Developed enhanced workflows to reduce customer downtime and $250K annually.★ Moved preventative maintenance duties in-house, eliminating the need for third-party vendors.★ Recipient of the Service Leadership award in 2006 and the Eagle Service Leadership award in 2009. Show less

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  CompuCom

  Jan 2012 - Jan 2015

  Oversaw 11 accounts, delivering $22M in revenue at a 28% gross margin, as well as a team of 550 associates with direct supervision of 2 Directors, 8 Senior Program Managers, and 6 Program Managers. Forecasted and managed budget, controlling costs by staying-in-step with hardware failure trends and implementing process improvements. Managed all daily operations. Drafted and presented all new business and contract renewal SOWs comprised of pricing, overall scope, resources, and delivery details.Key Achievements:★ Reduced overall costs per call by analyzing appropriate metrics and integrating overall best practices. ★ Worked with account reps to customize delivery models to fit customer short and long-term goals. ★ Created and implemented new procedures, improving gross margins and customer satisfaction, as well as decreasing production downtime, reducing costs, and improving efficiencies. Show less

  • Vice President of Service Delivery, West Region

    Jan 2014 - Jan 2015

  • Director of Program Accounts, Global Professional Team, Asia and Latin America

    Jan 2012 - Jan 2014
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  TEKsystems

  Jan 2015 - Jan 2016

  Delivery Manager II

  Developed and implemented resources for engineering, system administration, security, and project management departments. Presented weekly project updates to key internal and external customers. Measured, documented, and analyzed daily performance of all resources.Key Achievements:★ Built strong relationships with customers, meeting critical deadlines and milestones.★ Drafted and implemented a client disaster recovery plan.★ Researched and provided vetted resources for a government audit. Show less

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  NCR Corporation

  Jan 2016 - Jan 2019

  Executive Services Sr Manager

  Lead all ATM service duties comprised of 7000+ plus nationwide ATMs. Oversee new ATM implementation across entire customer service roadmap. Collaborate with clients to review Service Level Agreements (SLAs) and analyze Key Performance Indicators (KPIs). Key Achievements:★ Transformed delivery model across a leveraged service model by shifting internal culture.★ Assisted clients with reducing work orders, resulting in improved service metrics.★ Expertly manage contracts of $90M+.★ Met all SLA deliverables for first time in 3 years.★ Pitched, negotiated, and secured new business with existing clients. Show less

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  Bailiwick

  Jan 2019 - Jan 2020

  Practice Leader

  Building a Critical Maintenance Program for existing and future customers; working closely with shipping and logistics partners. Key Achievements:★ Program to offer same day SLA’s for critical IT assets, including POS systems, networking gear, and end user assets (laptops, etc.). ★ Working with vendor partners such as UPS and FedEx to open FSL’s (forward stocking locations) in order to forward deploy/stock the appropriate inventory across the USA.★ Company-wide COVID downsize 2020 Show less

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  NCR Corporation

  Sept 2021 - Jul 2022

  Executive Service Manager

  Feeling grateful to be back with NCR!

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  Toshiba Global Commerce Solutions

  Jul 2022 - now

  Director, Strategic Account Service Delivery