David Ward

Market Manger @HCLTech

Market leader for IT services (operational and projects) to 5 hospitals in Palm Beach •Responsible for senior-level customer relationship management and quality service delivery of IS infrastructure and end-user services at acute healthcare facilities. •Partner with the client to identify, plan, and execute on improvement opportunities to improve the quality and efficiency of desktop and infrastructure support. •Generate revenue by identifying opportunities to provide additional value to the client and converting eligible work efforts to billable. •Manage incident escalation, performance improvement, and projects. •Provide direction to leveraged support teams (network/systems, desktop, service desk, provisioning, data center operations support, etc). •Assess the technical capabilities of support teams to make pertinent recommendations and identify improvement opportunities. •Serve as the liaison between department directors, local hospital administration, corporate IS, and regional leadership. •Responsible for senior-level customer relationship management and quality service delivery of IS infrastructure and end-user services at acute healthcare facilities. •Partner with the client to identify, plan, and execute on improvement opportunities to improve quality and efficiency of desktop and infrastructure support. •Generate revenue by identifying opportunities to provide additional value to the client and converting eligible work efforts to billable. •Oversee, facilitate, and administer ITIL-based service support •Manage incident escalation, performance improvement, and small projects. •Provide direction to leveraged support teams (network/systems, desktop, service desk, provisioning, data center operations support, etc). •Assess the technical capabilities of support teams to make pertinent recommendations and identify improvement opportunities. •Serve as the liaison between department directors, local hospital administration, corporate IS, and regional leadership.