Eric Phillips

About Eric Phillips

Operations is more than keeping the lights on. It is about building the engine that allows a business to scale without breaking. For over 13 years, I have worked at the intersection of consulting delivery and strategic operations within the Microsoft Partner ecosystem, managing portfolios, leading global teams, and owning the financial performance of service organizations. Throughout my career I have specialized in scaling 24/7 global delivery operations and managing the fiscal health of service portfolios. I built a global delivery organization spanning the U.S, Colombia, and India that improved response times by 35%, managed $17.5M in ARR across 500+ client contracts, and sustained 95%+ client retention and 97% team retention across more than a decade of growth and organizational change. My operational approach is grounded in financial accountability. I own revenue forecasting, gross profit tracking, utilization management, and resource allocation, converting pipeline data into delivery actions and escalation risks into resolved outcomes. I use Power BI and Microsoft Dynamics 365 to build the reporting infrastructure that gives leadership real-time visibility into delivery health, renewal risk, and capacity gaps. I bring deep experience in consulting delivery governance, SOW alignment, stakeholder management across geographies, and organizational change management. I am currently open to senior operations, service delivery, and program management roles where the expectation is to own outcomes, not just manage tasks. Specialties: Consulting Delivery Operations, Service Delivery Management, Global Operations, Resource Allocation and Forecasting, Utilization Management, Gross Profit Accountability, P&L Management, SOW Alignment, Escalation Management, Microsoft Dynamics 365, Power BI, SLA Compliance, Organizational Change Management, KPI Development, Client Retention.

Experience

1. Service Delivery Manager Global Support Operations

   Quisitive

   Jan 2026 — Present

   I serve as the operational engine of consulting delivery across Quisitive\'s full service portfolio, owning resource allocation, utilization forecasting, financial performance, and delivery quality across a complex book of business. This role requires broad leadership across finance, operations, and client outcomes while maintaining the precision that keeps projects and portfolios on track.Key Contributions:• Own monthly revenue forecasting and gross profit tracking, running financial checkpoints twice per month to identify and correct course before risks materialize• Manage portfolio utilization to a standing target of 78% or above through structured staffing reviews, bench management, and backlog planning• Partner with Delivery Directors, Account Executives, and Presales teams to translate SOW commitments into staffing realities, ensuring pipeline deals have named resources or documented hiring plans in place• Own escalation resolution from identification through remediation, coordinating action plans across stakeholders and working with Staff Managers to address consultant skill gaps and protect client outcomes• Drive continuous improvement across delivery governance, compliance, and operational KPIs within the Microsoft Partner ecosystem

Education

• Pellissippi State Community College

  Computer Science

Skills

• Microsoft Products
• Vmware
• Management
• Linux
• Microsoft Exchange
• Hyper-V
• Virtualization
• Microsoft Office Sharepoint Server
• Sharepoint
• Windows 7
• Powershell
• Data Center
• Microsoft Technologies
• Cloud Computing
• Networking
• System Administration
• Team Leadership
• Dhcp
• Active Directory
• Windows Server
• Iis
• Hardware
• Microsoft Sql Server
• Cisco Technologies
• Leadership
• System Deployment
• Servers
• Mcts for Sharepoint
• Dns