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Mark Williams

Head of Regional IT Service Delivery Americas @Rolls-Royce

Lewes, DE, US
EMAILS
[email protected]
MOBILE NUMBERS
+91 *********19

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WORK HISTORY

Apr 2021 — Present

Head of Regional IT Service Delivery Americas @Rolls-Royce

EDUCATION

N/A

University of Maryland

BS, Education

N/A

Alfred Lerner College of Business & Economics at University of Delaware

MBA, Finance

N/A

The Johns Hopkins University

MS, Information Technology

SKILLS

IT Service ManagementChange ManagementDisaster RecoveryOutsourcingBusiness IntelligenceItilIT StrategyBusiness TransformationProfessional ServicesOrganizational DesignBusiness ProcessPmoPmpLeadershipService DeliveryInfrastructureBusiness AnalysisIncident ManagementOffshoringStrategic PlanningSdlcData CenterSolution ArchitectureStakeholder ManagementTeam LeadershipProgram ManagementProject ManagementIT OperationsGovernanceBusiness Process ImprovementService ManagementBusiness ServicesStrategyManagementVendor ManagementInformation TechnologyCloud ComputingProject DeliveryProcess ImprovementResource Management

ABOUT MARK WILLIAMS

Professional SummaryManagement professional with over 27 years experience in the IT services industry. Accomplished innovative leader in delivering outsourced managed services and strategic planning/execution. My primary focus has been on delivering end user infrastructure services with digital innovations. Recent Service Delivery accomplishments are: Service Center Expertise in delivery- Global Omnichannel implementation InContact AI Chat – AI Voice Response – Robotic Process Automation (RPA) RPA for common Service Request like Employee Terminations Click to Fix scripts for agents and end users to resolve common issues Fully Orchestrated Omnichannel delivery for persona based end user experience Integrated Training, QA and Knowledge Management to maximize First Call Resolution (FCR), Average Handle Time (AHT) and Mean Time to Resolve (MTTR) Shift Best Data Analytics Expert in PowerBI advanced analytics and reporting Optimized workforce staffing models to deliver global industry best cost per call Persona based delivery to end user teams based on business requirements Campus and Remote Touch services optimization Advanced Logistics center – Shipping, receiving, inventory, build and custom image management 99% build ship accuracy and 100% accuracy on inventory Expert Vendor negotiator – Renegotiate vendor contracts 12% reduction in costs. Financial skills including multi-million-dollar budget administration (600M).

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