Diego Garcia

Experience

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  Centro de Innovación de la Universidad de Oviedo (C1NN)

  Jan 2001 - Jan 2003

  Application Architect & Analyst │ Web Developer │ Administrator ► Built a solid technical foundation

  In this series of early career roles, I built my technical expertise by developing and administering a series of web applications over different technologies, programming languages, and platforms.AREAS OF CONTRIBUTION: Work Tool & Server Administration│Web Application Development│Technical Support

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  CSC

  Jan 2003 - Apr 2017

  As Senior Principal, I provide strategic direction for $8.9B worth of potential tender contracts for global outsourcing, ensuring that we sell what we can deliver—and deliver what we sell. To position these deals for success, the team must be fully aligned, and our proposals must not only be market competitive, but they must be true to our delivery capabilities. Leveraging my expertise in Process Management with a strong focus on IT Governance I:✔ACT AS THE POINT OF INTERSECTION BETWEEN COMPETITIVE BIDDING TEAMS AND TECHNICAL DELIVERY TEAMS. My scope in determining CSC’s capabilities and strategic objectives spans the areas of Solutions, Contracts, Financials, Leadership, and Delivery. ✔DIG DEEP INTO CLIENT REQUIREMENTS TO MATCH THEM TO CSC’S OFFERINGS. Through effective due diligence, I am able to lead early solution shaping that matches the complex demands of our potential clients.✔OUTPERFORM WIN TO LOSS RATIO EXPECTATIONS, and delivered multimillions in new revenue. In this role I’ve gained significant exposure to global outsourcing projects that are highly complex, both in terms of network and infrastructure. Helping to match the perfect solution among the myriad of possibilities to our client’s specific challenges at this level has been one of the most rewarding experiences in my career. KEY AREAS OF CONTRIBUTION: Strategic Planning│Cross-Functional Collaboration│Competitive Tendering│IT Transformations│Solutions Shaping│Due Diligence│Profit Maximization Show less After having orchestrated simultaneous ISO 9001 and ISO 20000 certifications, I was tapped to transform a country-specific approach to internal auditing procedures into a global approach with standardized systems in place to drive cost savings across the newly matricized organization.I led the Internal Quality Audit Program spanning the areas of Data Centre, Platform, Service Management, Workplace, Internal Services, and Critical Infrastructure Project Deployments. This involved managing approximately 13K resources globally.KEY ACHIEVEMENTS:✔BUILT AN INTERNATIONAL AUDIT TEAM and steered them in defining best practices, identifying key business risks, and flagging compliance issues. ✔IDENTIFIED 127 CORRECTIVE ACTIONS TO IMPLEMENT in Projects and Services. These actions then needed to be carefully prioritized in terms of their impact on P&L.✔LED A HIGH IMPACT SIX SIGMA PROJECT that reduced incidents on higher support levels as well as average response time (from 12 days to 9 days) and secured $500K in annual savings. ✔COORDINATED THE GLOBAL AUDITING TRANSFORMATION that enabled significant cost savings by driving down the time needed to complete audits, and ensured alignment across the organization in terms of quality management systems.✔IDENTIFIED POTENTIAL COMPLIANCE AND SECURITY RISKS, and propelled immediate corrective action.This role gave me leadership exposure at the global level, with teams based all over the world from Ireland, to India, to China—an incredible opportunity to hone my cross-cultural communication and international management skills.KEY EXPERTISE HONED: Risk Management │International Auditing│Profit Optimization│Compliance│Cross-Cultural Communication │Strategic Planning│Team Building & Leading Matrix Organizations│Organizational Development Show less Following a reorganization, I faced a new challenge in my professional path: to anchor operations with fewer resources by holding two simultaneous roles.On the one hand, I was tasked with running HR processes and competencies (recruitment, training, performance review, compensation and benefits, etc.) and on the other, leading the Managed Support Services Division, overseeing the delivery of outsourcing contracts for global clients and offshoring services provided by the local delivery centre in Asturias. PRIMARY ACCOMPLISHMENTS: ✔MANAGED AN EFFECTIVE €34M P&L, ACHIEVING 7% YoY GROWTH, MEETING ALL FINANCIAL TARGETS.✔STEERED HUMAN CAPITAL MANAGEMENT, ensuring timely alignment of resources with demand, and maximized profitability. ✔MANAGED GROWTH from 705 resources to 813 in a one-year period.✔ENSURED A HIGH LEVEL OF CUSTOMER SERVICE AMONG OUR MOST VALUED CLIENTS by monitoring standards of delivery and serving as the point of contact for escalated issues on outsourcing services and projects. I further played an instrumental role in mitigating risk through early detection of issues that enabled us to prevent end-client impact.✔LAUNCHED A HELP DESK SERVICE ACROSS VARIOUS ACCOUNTS, which allowed us to streamline our offering, with 60 resources representing 3 languages (Spanish, English, and French).✔SET UP A MATRIX INFRASTRUCTURE IN SPAIN that made great strides in clarifying the management structure and lines of reporting, a process that was later implemented at the global level. This dual role truly represented a step up for me in terms of leadership. Although I had led direct reports before, I had never experienced the cascading effect of my leadership down through the ranks, which helped me greatly in honing my leadership communication skills. CORE COMPETENCIES EXERCISED: P&L Responsibility│Human Capital Management│Customer Service│IT Transformations│Matrix Organizations│Team Leadership│Vendor Management│Negotiations Show less In this role, I was tasked with steering the organization to ISO certification on a global level, implementing a global program that reduced overhead, drove cost savings, and set best practices.I also served as the main point of contact for our contract with Lloyd’s to assist us in this certification process. Recognized as an ITIL and ISO subject matter expert, and serving as a Quality Consultant, I provided my expertise on adapting the standard requirements to the particularities of each country. CORE ACCOMPLISHMENTS: ✔SECURED SAVINGS by implementing a single global contract approach for all 27 countries. This meant that instead of each country using its own external auditors, we had one single contract with Lloyd’s that enabled us to save money and enhance the level of service we received.✔LED ALL ACTIVITIES PERTAINING TO ACHIEVING AND MAINTAINING ISO 9001 and ISO 20000 CERTIFICATIONS. This entailed coordinating activities in Canada, Chile, Czech Republic, Lithuania, Spain, and the U.S. ✔Earned the 2010 President’s Award for the value creation associated with the ISO Certification. AREAS OF CONTRIBUTION: ISO 9001 & ISO 20000│Cost Savings│Vendor Management│ Quality Consulting│Quality Management Processes│IT Governance Show less My greatest impact in this role was in securing a new line of business with the largest potential client in the region—the Government of Asturias. I built a solid relationship with the client, demonstrating a genuine interest in helping them to minimize risk, generate cost savings, and improve their IT infrastructure by splitting their outsourcing contracts.CORE ACCOMPLISHMENTS: ✔INFLUENCED THE GOVERNMENT OF ASTURIAS TO TRANSITION FROM A SINGLE-PROVIDER TO A MULTI-PROVIDER APPROACH, leading them to publish a request for proposal.✔WON THE €7.5M CONTRACT THAT INVOLVED 35 RESOURCES, delivering the promised 15% cost savings to the client and a new line of revenue for CSC. AREAS OF CONTRIBUTION: Cost Savings│Strategic Influence│ Business Development│Strategic Relationship Building│IT Governance Models│Risk Minimization Show less As Service Delivery Manager, I led a high-performance team in providing end-to-end support to the Logistics Applications for DuPont EMEA. During this two-year stretch, I was called on twice to play a strategic Senior Consulting role for the Application Management Services (Government of Asturias) and for the Asturias Offshoring Services (Zurich). CORE ACCOMPLISHMENTS: ✔STREAMLINED SERVICE PROVIDERS AND REDUCED COMPLEXITY FOR A GOVERNMENT CLIENT✔FLEXED MY TURNAROUND MUSCLES—driving a failing project to deliver workplace services migration from different locations to the CSC Asturias Delivery Centre, while guaranteeing no interruption of service. Today this is the largest delivery centre in Spain, having gone from 40 resources when it was launched to now over 300. ✔HELD P&L ACCOUNTABILITY FOR A €1.2M CONTRACT, gaining significant exposure to third-party contract negotiations and interfacing with the Belgium-based client.AREAS OF CONTRIBUTION: Cross-Cultural Communication Skills│Contract Negotiations│ Third-Party Vendor Management│Project Turnaround│P&L Responsibility Show less In this role I led 17 resources supporting DuPont Middleware Server Infrastructure (Wintel & UNIX) and Messaging & Integration Platform (J2EE, Seebeyond) and also interfaced with potential customers, creating and delivering technical presentations to secure new lines of revenue. In addition, I championed a local initiative to create an Open Source software-based service.AREAS OF CONTRIBUTION: Cross-Cultural Communication Skills│Consultancy│ Project Management│Middleware Development│System Implementation│Technical Presentation Design & Delivery Show less As a System Engineer, I supported Logistics and Buyer/Sourcing applications, IPlanet development plaftorms for DuPont and also designed, implemented and maintained their middle-ware projects. I also offered global on-call technical support and launched effective technical training programmes. I further acted as SSL administrator. In this role I created and maintained documentation on SSL certifications for DuPont Web Applications. AREAS OF CONTRIBUTION: Logistics Support│Middleware Projects│Technical Training & Support│Technical Infrastructure Design | System Administration│Web Application Development│Cross-Cultural Collaboration Show less

  • Senior Principal, Deal Readiness & Strategy ► Winning $20M+ Global Outsourcing Deals

    Oct 2015 - Apr 2017

  • Senior Manager, Global Infrastructure Assurance Team ► Led a global quality auditing transformation

    Jan 2013 - Oct 2015

  • Country Manager, World Sourcing Competency/Service Delivery Executive, Managed Support Services

    Jan 2012 - Jan 2013

  • Manager, Compliance & Assessment Office ► Drove across-the-board savings and set best practices

    Jan 2010 - Jan 2012

  • Senior Consultant, CGSI Service Management Office ► Secured a multimillion-dollar contract

    Jan 2009 - Jan 2010

  • Service Delivery Manager ► Led failing service migration project to successful completion

    Jan 2007 - Jan 2009

  • Engineering Team Lead ►Providing high-level consultancy and project management services

    Jan 2005 - Jan 2007

  • System Engineer ► Offered sound technical expertise, support, and training

    Jan 2003 - Jan 2005
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  DXC Technology

  Apr 2017 - Nov 2019

  Deal Readiness & Assurance
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  Amazon Web Services (AWS)

  Nov 2019 - now

  • Specialist SA Mgr, Analytics, EMEA

    Apr 2022 - now

  • Manager, Partner Solutions Architecture

    Nov 2019 - Apr 2022