Philip Hughes

About Philip Hughes

With extensive experience in IT hosting, managed services, service delivery, workforce management, IT service desk operations, and project management, I bring a customer-focused and results-driven approach to every initiative I lead. Certified in Six Sigma Green Belt and ITIL Foundations, I specialize in driving continuous improvement projects and implementing strategies that deliver measurable, quantifiable results.A proactive and collaborative leader, I excel at building strong relationships with customers and stakeholders, ensuring their needs are met through tailored solutions and exceptional service. I have consistently acted as a trusted advocate for clients, fostering open communication and delivering outcomes that exceed expectations. With over 7 years as an account liaison, I’ve honed my ability to address challenges promptly, resolve issues effectively, and create positive customer experiences.I am an expert in managing complex transitions and launches, including service desk support, SAP migrations, and other managed services. My ability to stay calm under pressure and meet aggressive deadlines has earned trust and recognition from both clients and colleagues. As a leader, I strive to inspire teams, maintain focus on key objectives, and prioritize customer satisfaction at every stage of a project.Key Specialties:Customer advocacy and relationship managementLeadership and team developmentContinuous improvement and quality managementChange management and complianceProject implementations and strategic planningService desk and help desk managementAccount management under aggressive deadlinesI am passionate about delivering exceptional service by aligning team efforts with customer goals, fostering collaboration, and driving operational excellence. My commitment to customer focus ensures successful outcomes and lasting partnerships.

Experience

1. Director, Customer Service Management

   Data Intensity

   Sep 2023 — Present

Education

• Washtenaw Community College

  Associates, Networking

  2003 — 2006

Skills

• Project Management
• Visio
• Project Planning
• Data Center
• Vendor Management
• Servers
• Itil
• Disaster Recovery
• Software Documentation
• Sdlc
• System Administration
• Sap Hosting
• Integration
• IT Service Management
• Sap
• Change Management
• Help Desk Support
• Sharepoint
• Process Improvement
• IT Management
• Six Sigma
• Life Science Compliance
• Security
• Business Process
• Data Center Migrations
• Management
• Sla
• Pmp
• Leadership
• Service Delivery
• Sap Migrations
• IT Strategy
• Troubleshooting