David Forman

About David Forman

I am a strategic and results-driven IT leader with a passion for building strong…

Experience

1. Senior Global Information Technology Leader

   HCLTech

   Sep 2022 — Present · Frisco, TX, US

   Leadership and Service Delivery Expertise:• Onshore Service Delivery Lead: Lead global teams, ensuring seamless service delivery across regions with a focus on root cause analysis (RCA) to prevent future disruptions.Global Leadership in Key Areas:• Global End User Computing (EUC): Drive EUC strategy and delivery for a global workforce, Focusing on continuous improvement to reduce recurring issues.• Global Field Services (FSS): Manage end-to-end field services, emphasizing operational efficiency and customer satisfaction.• Global End User Experience (EUX): Lead initiatives to enhance user experience, addressing issues proactively for long-term satisfaction.• Global Executive/VIP Support: Provide high-touch support for executives and VIP clients, ensuring quick issue resolution.• Global Client Success Leader: Oversee client success strategies, ensuring positive relationships and stable environments, and advising on current tools and new solutions.• Global Escalation Manager: Lead high-priority escalations, focusing on process improvements to prevent future issues.Vendor and Technology Management:• Vendor Management: Manage global vendor relationships, ensuring alignment with goals to minimize recurring issues.• Technologies/Groups Supported: Service Desk, Remote Desktop Support, Field Support, Retail Support, SCCM/MECM, JAMF, MDM, Nexthink, Automation Tools.Operations and Incident Management:• Major Incident Management (MIM): Lead high-impact incident resolution with RCA to minimize disruptions and prevent recurrence.• CMDB / Asset Management Lifecycle: Oversee asset management and PC refresh programs, ensuring optimal resource allocation and seamless upgrades.Financial and Performance Responsibility:• P&L and Margins: Manage P&L responsibilities, optimizing margins while maintaining exceptional support levels.• Escalations and Service Delivery: Own escalations from beginning to end, service delivery, and continuous improvement across global services.

Skills

• IT Operations
• Mentoring of Staff
• Outsourcing
• Hospitals
• Information Technology
• Time Management
• User Experience
• Semiconductor Fabrication
• Xp
• Hardware
• Problem Solving
• Operations Management
• Fleet Management
• Team Building
• Management
• Clean Rooms
• IT Management
• Quality Management
• Recruiting
• Quality Auditing
• Security
• Large Scale Deployments
• Sales Management
• Bmc Remedy
• IT Strategy
• Customer Oriented
• Process Improvement
• Leadership
• IT Outsourcing
• Software Installation
• Virtualization
• Troubleshooting
• Project Management
• System Deployment
• Servers
• Itil
• Managed Services
• IT Solutions
• Help Desk Support
• Customer Retention