MARVIN C.

DILLARD
Englewood, New Jersey 201-220-1897 marvincdillard@gmail.com www.linkedin.com/in/marvindillard

Program Management | Service Delivery | Account Management

Managed Services IT Executive with broad experience driving large-scale technology projects to deliver business objectives. With extensive knowledge and expertise in technology services management and delivery, demonstrated capability for leading all aspects of information technology including project management, applications development, implementation, crisis management and infrastructure support. Created and led effective, energized teams capable of delivering long-term, high profile, multi-million dollar projects. Leverages wide experience in resource management, an acknowledged team leader with fine tuned analytical and troubleshooting skills, seamless project management, and innovative design and conceptualization capabilities. Excellent communication skills enabling cross-functional team building.
KEY AREAS OF EXPERTISE Program & Project Management Strategic Management Project Lifecycle Management Global Delivery Distributed Delivery Expertise Risk Management Crisis Management Thought Leadership Training & Development Employee Engagement KEY ACCOMPLISHMENTS Talent Management Mentoring Release Management Customer Satisfaction Cross-Functional Teams

Aligned key service level agreements to business objectives which enabled reduction of 15% overhead costs while enhancing visibility and execution of end-to-end business processes. Increased year-to-year revenue by 11% driving service delivery excellence and improving client satisfaction creating organic account growth. Significantly increased year-to-year signings to include additional clients and growth within existing accounts (150% year-to-year). Guided teams to transition work from clients into global delivery model to meet stated client business objectives; led global organization of 1000+ resources. Led recovery of troubled account to achieve profitability and improved client satisfaction within 6 months. Delivered significant improvements in the morale of the global IBM teams through open, improved communications and collaboration including all hands calls, monthly managers meetings, online team building, and a monthly memo. Resolved outstanding contract issues, and implemented improvements in Request For Service cycle time. Experienced change leader. Executed key changes in account management resulting in improvements in client satisfaction; participated in the creation of solutions to meet clients business needs and presenting realistic views of how IBM could assume and improve the clients application development environment.

Marvin C. Dillard
EXPERIENCE & ACHIEVEMENTS IBM IBM GLOBAL SERVICES: Englewood Cliffs, NJ Director & Application Services Leader (2011 - 2014)

1999-2014

Led the delivery of large outsourcing agreements for clients such as Marriott, UPS, United Airlines in the Travel & Transportation industry, managing $80+M annual revenue. Accountable for pipeline creation, opportunity identification, revenue generation and forecast management. Built relationships with senior client executives while earning a reputation as a trusted business adviser. Maintained a thorough understanding of the Travel & Transportation industry, including trends, business processes, financial measurements and performance indicators, and key client competitors in their industry.
Director & Account Executive-Distribution Sector: Chesterbrook, PA/ Camden, NJ (2008 - 2012)

Planned and implemented revenue management strategies to grow revenue. Maximized profitability through formulation of winning operational strategies. Led long-term strategic outsourcing engagement with key consumer products clients (AmerisourceBergen & Campbell's Soup); assigned to recover troubled project and restore client confidence. Conceptualized and implemented strategies for growth of business opportunities and achieved consistent profitability through effective program management. Led team to focus on meeting the contractual requirements, and drive to achieve clients business needs. Managed clients' IT environment including applications support, infrastructure, and network--which enabled their transformation.
Director & Delivery Leader: New Jersey (2004 - 2008) Managed application delivery services for account portfolio for clients across CPG, retail & pharmaceutical industries and provided leadership in driving organization wide technology initiatives, overall project management, project planning, budgeting, resources deployment & utilization, monitoring & reporting, risk identification & mitigation, software development, quality assurance, and customer support for all business operating units within the client. Developed robust IT strategies for overall functioning of the organization, roles, defined best practices, produced procedures, enhanced support levels, and restored amity amidst the IT/IS staff and the rest of the company. Created additional opportunities within accounts leading to revenue growth. Delivery Project Executive: Middletown, NJ (1999 - 2004) Managed application development organization of over 250 individuals supporting maintenance applications for a large, multi-billion dollar telecommunications customer; with development centers in New Jersey, Virginia, Florida and Bangalore, India. Established and maintaining personal and organizational credibility with the customer through deep knowledge, effective communications and solid delivery.

EDUCATION & TRAINING B.S (Information Systems) at Virginia Commonwealth University, Richmond, VA Advanced Leadership Program at Center for Creative Leadership, Greensboro, NC

PROFESSIONAL MEMBERSHIPS Selective Service System, Board Member Omega Psi Phi Fraternity, Inc., Past Regional President Project Management Institute, PMP--2002-2010