Shane Piles

About Shane Piles

As a seasoned professional with a strong focus on behavior change and data science, I…

Experience

1. Director of Service Delivery

   NIIT

   Jun 2005 — Present

   Accountable for the business strategy and plan for our Managed Services organization, supporting $100+ million annual revenue. Own quarterly targets for resource efficiency, SLA commitments, and project scope. Primary escalation point, from project implementation through completion to ensure client satisfaction. Work closely with the teams to ensure new partners are on-boarded with seamless integration, support, and quality of services. Oversee services delivery and operations of teams, ensuring that they are following best practices and are on track to deliver the expected results and ensure adherence to budget, schedule, and scope. Senior leadership on the Continuous Improvement team. Drive a continual service improvement program with quarterly updates regarding partner issues, success. Partner with internal business stakeholders to understand and manage the schedule of upcoming projects to ensure customer success and customer retention. Utilize organization wide leadership experience to consult and support account management related to new business opportunities, customer Demos and more. Developed a new Service Delivery department to enhance business operations of Training, Advanced demand planning processes by leveraging expertise in curriculum development, creative and interactive production, and training logistics roles. Identified gaps in utilization reports that led to more targeted sourcing efforts to hire 5 people vs original indications to hire 12 new FTEs when applied to our offshore cost center in India. Extended a small company from 40+ to a group of 200+ employees support resource planning within eight weeks. Enhanced client satisfaction by delivering high-quality products, while recalibrating internal processes for post-production video work to be moved to offshore teams, while maintaining team morale and increasing output volume.

Skills

• Instructional Design
• Project Planning
• Microsoft Office
• Blended Learning
• Siebel
• Business Process Improvement
• Management
• Business Analysis
• Analytics
• Leadership Development
• Program Management
• Training
• Technical Writing
• Customer Relationship Management (Crm)
• Crm
• Project Management
• E-Learning
• Adult Education
• Training Delivery
• Consulting
• Change Management
• Learning Management Systems
• Sales Operations
• Sharepoint
• Microsoft Excel
• Organizational Development
• Team Management
• Captivate
• Team Leadership
• Employee Training
• Analysis
• Instructor-Led Training
• Strategic Planning
• Leadership
• Strategy
• Learning Management
• Technical Training
• Workshop Facilitation
• Team Building
• Time Management