Tom Ciesla

Service Management manages information technology (IT) telephony ensuring it is not centered just on technology but also considers the quality of the services provided with a focus on the relationship with customers and on the customer's perspective of IT's contribution to the business. This is accomplished by defining the service portfolio, managing the service roadmap, conducting service strategy and developing annual business plans for their areas of responsibility including service transition and operations. The Senior Service Manager is responsible for the overall direction and management for the purchases, analysis, and delivery of internal technology products and services and help their clients through cost transparency, data and knowledge management, strategy and planning, and risk management.

The Services Engagement Manager (SEM) is a manger role responsible for all Genesys Professional Services Business Development activities. The SEM manages the services opportunity pipeline that aligns with the Genesys sales organization. The SEM is responsible for managing all presales activities for the North America Region and the book of business for Genesys PS. The SEM acts as the primary escalation point for the Regional Sales Managers, Account Teams and customers for business development related activities. The Cloud Deployment Project Manager owns the overall lifecycle of Cloud customer deployments, including planning and execution of the initial deployment release and organizing post-deployment release cycles. The Cloud Deployment Project Manager closely coordinates work between Engineering, Operations, Professional Services, Customer Care and Provisioning and will ultimately own success of the deployment projects.

· Primary point-of-contact within Professional Services, for all project related activities. Ultimately responsible for ensuring a successful implementation at the customer's site. · Resource Management: Coordinate activities of the ClickSoftware project team and customer from project inception through successful completion. · Integration Management: Devise initial project plan, monitor the execution of various activities, and coordinate any changes. · Cost, Time and Scope Management: Manage and track project budget, utilization, and other project-related costs. Manage and track resource scheduling, and project time utilization. Manage changes to project scope, through a formal change management policy · Project Communication: Track progress and report status internally and to clients throughout the project life cycles. · Risk Management: Identify, analyze, and respond to project risks, as they occur. · Quality Management: Lead quality acceptance activities, for each of the project milestones · Coordinate transition from Professional Services to on-going Support, at the completion of the project

Managed 40 direct reports across 4 business units with a $1.5M operating budget to lead US Appraisal Services program and Data Integrity Unit. Managed projects and operations relevant to Appraisal Services and Data Integrity teams. Responsible for business process improvement and Field Service optimization through technology evaluation and implementation, project, process and people management, and the creation and maintenance of a vendor network. Responsible for managing Data Integrity Unit responsible for Data Management and Quality for the Personal Lines Auto book of business. · Managed Click Software “Service Optimization” project and technology implementation, improving process and reducing expenses of more than $500,000 annually. Directed and led project from inception to final execution, on time and within budget. · Led nationwide network of external inspection vendors to ensure timely and accurate home replacement cost calculation; reduced associated vendor expenses by 10% to 15% through process review and improvement and implementation of vendor scoring and quality initiatives.