RANDA J.

JABBOUR
129 Heath Court * Chalfont, Pennsylvania 18914
Cell (215) 262-2328 * Home (215) 997-0759
Email: rj723186@westpost.net

MANAGEMENT CONSULTING
INFORMATION TECHNOLOGY
OUTSOURCING MANAGEMENT
Accomplished Executive with 20 years experience.
Expertise in setting up, managing, and continuously
improving IT organizations according to industry best practices.
Proven leader who provides critical leadership and insight
with responsibility to people, processes, technology, and financials.
Superior communicator with the ability to disseminate knowledge
of highly complex concepts in easily understood terminology.
Successful team builder and leader who recognizes the necessity to
develop and train an extremely efficient and driven
staff. Core competencies include:
* General Management
* Strategic Planning
* Training & Mentoring
* Metrics & Reporting Management
* Systems Development
* Continuous Improvement
* Outsourcing and Vendor Management
* Methodology Development
* Policy and Process Development
* Leadership & Team Building
* Budget Planning/Analysis
* Project Management
PROFESSIONAL EXPERIENCE
UST GLOBAL, Aliso Viejo, California * 2009-2010
A leading provider of end-to-end IT services and
solutions for Global 1000 companies.
Managed Service Lead and Transition Center of
Excellence Lead
Provided comprehensive pre and post sales support to
client regions for Managed Services. Supplied
Methodology and Framework development and
implementation. Delivered innovative ideas and thought
leadership in the Application Management vertical.
Solved complex operational issues in a timely and cost
efficient manner. Cultivated and fostered
relationships with global clients.
ACCENTURE, Philadelphia, Pennsylvania * 1996-2009
A global management consulting, technology services
and outsourcing company.
Subject Matter Expert - Service Transition and
Outsourcing Operations Methods (2009)
Directed the development of content for role and
work products internally within Accenture. Aligned
Service Transition Methods with Outsourcing
Operations. Revamped designs and content after
analyzing feedback from experts. Reconciled
conflicting feedback. Oversaw all issues related to
content. Enhanced Service Transition Methods content
consistent with the latest transitions implemented.
Service Assurance/Vendor Management Lead - State of Ohio
(2009)
Designed and Directed the Implementation of the
managing operation (State of Ohio Service Assurance)
to oversee the outsourcer supplier (Accenture) to
ensure continuous processes end to end and proper
communication and reporting.
Transition Lead - Roche Pharmaceuticals (2008-2009)
Orchestrated the Due Diligence and Transition Effort
for the Pharma Global Marketing organization of Roche.
Constructed transition plan and budget. Managed the
transition of services from Roche to Accenture.
Conducted weekly client meetings to discuss topics
such as; risks, ongoing issues and progress. Directed
the efforts of 30 FTE's. Created an offshore team in
Bangalore, India with support in the United States.
Set up Operations, Service Management, Process
Development, Metrics and Reporting for the
transitioned unit.
Service Management Lead - AHRS Transformation One to
Many Model (2008)
Drove Service Management streams to implement standard
processes for Incident and Problem Management,
Operational Reporting, Productivity and Utilization as
well as Change Control as the Accenture Human
Resources Services business transformed their way of
conducting business. Assisted in the transformation
of the HR operations to a service factory concept
delivering a "one too many model." Identified
technical solutions. Implemented a Productivity and
Utilization Tracking Tool in addition to an
Operational reporting Tool. Project scope consisted of
4000 staff globally through 25 contracts.
Transition Lead, IS Process Lead and Continuous
ImprovementLead - Wyeth Pharmaceuticals (2006-2008)
Coordinated a joint a team with Wyeth to devise,
define and implement the co-sourcing contact.
Developed an operating model, a governance model and
an organizational structure with offshore
capabilities. Liaised with client senior executives
to create a positive working environment. Authored an
annual strategic plan which added value, boosted cost
effectiveness and transformed business operations with
the scope of services. Drove continuous improvement
opportunities. Championed the metrics driven
Operational Transparency and Sustainability project to
monitor volume, cycle time and quality of operations.
Design Lead and Subject Matter Expert - Business
Operations Management (2005-2006)
Oversaw all design decisions for Business Operations
Management (BOM) Unit Management. Scope included
methodology, development, client relationship,
strategic planning, delivery and operations, contract
management, finance management and resource
management. Developed comprehensive content for BOM.
Created original content for Demand/Capacity
Management subject area. Researched best practices.
Authored content for activities, tasks, procedures,
deliverable descriptions, job aids and roles.
Solicited feedback from experts and revised designs
accordingly.
Application Outsourcing Business Development - Major
Proposals (2004-2005)
Offered technical solution for PMO and Organizational
Design for General Motors global IT outsourcing
proposal. Acted as Subject Matter Expert on IT
management. Developed a common solution to be
tailored in the multiple RFP responses.
Served as Proposal Lead and potential Unit Lead for
Fireman's Fund Insurance Company outsourcing
application management contract. Identified and
reported business risks associated with the proposal.
Develop RFP responses. Coordinated proposal writing
teams and unit operation times across the globe.
Interim Unit Lead - Erie Insurance Group (2004)
Created business unit and ensured client solutions
could be delivered. Liaised with Client Financial
Management team to identify tasks required to set up
the financials unit. Defined service model, operating
model, organizational design and structure.
Orchestrated departmental staffing with Human
Resources. Offshore capabilities included short term
teams in Barcelona, Spain followed by long term unit
in Mumbai, India.
IT Director - SEI Investments Application Management
Outsourcing Unit (1997-2003)
Executed all duties related to the efficient operating
of the SEI outsourcing contract, generating over $10
million in revenue annually. Provided application
management, maintenance and development. Established
as strictly an onshore unit with offshore capability
added in 2003. Created strategic direction.
Developed client relationships. Directed supply and
demand, prioritization, scheduling, resource
allocation, team composition and capacities. Shrunk
Payroll by 5% by leveraging employees, cross training
and empowering and motivating employees. Instrumental
in designing and implementing a proprietary system to
track work units and collect metrics. Directed the
activities of 70+ onsite staff.
High Performance Team Lead (1996-1997)
Oversaw a team of 20 employees within the SEI
Investments unit. Charged with team service quality.
Ensured budget and timeline adherence. Prioritized
team work schedule. Motivated team. Trained, guided
and mentored staff.
Previous experience included Project Lead, Health,
Safety and Environmental Affairs with Saint-Gobain
Corporation - CertainTeed. Details on request.
TEACHING EXPERIENCE
ALLENTOWN COLLEGE OF ST. FRANCIS DE SALES, Center
Valley, Pennsylvania * 1993-1996
University providing online and physical classrooms
for continuing education.
Adjunct Professor of Computer Science
Taught courses in computer science. Emphasized the
most current concepts in Information Technology.
Assisted in creation of course curriculum.
Administered exams. Developed and delivered lectures.
Graded student classroom work, essays and tests.
Tracked progress and reported grades within university
set timelines.
EDUCATION & CERTIFICATIONS
Masters in Business Administration
Lehigh University, Bethlehem, Pennsylvania
Bachelor of Arts - Business Management
Allentown College of St. Francis De Sales, Center
Valley, Pennsylvania
Bachelor of Arts - Foreign Languages
Allentown College of St. Francis De Sales, Center
Valley, Pennsylvania
Certificate in Computer Science
Allentown College of St. Francis De Sales, Center
Valley, Pennsylvania