Bryan Leonard Email & Phone Number | Customer experience focused IT Service Delivery Management, global IT support and IT Customer Experience leader with proven leadership in analyzing client needs to implement technology and process solutions that drive productivity, value and customer satisfaction. Extensive experience in IT Service Delivery, End User Support, Customer Relationship Management, Desktop Support and Service Desk leadership, Operations Management, global outsourced managed services, incident, problem, change, asset management, continual service improvement (CSI), process automation, knowledge base, SLA, IT Service Management (ITSM), and SIAM multi provider initiatives. ITIL Intermediate Service Operations and v3 Foundations certified. Tenacious customer and IT advocate building collaborative working relationships between end customers, business stakeholders and IT by focusing on listening, communications, timely issue resolution, needs and gap analysis, and setting mutual expectations. Educating customers on IT services and how to leverage, educating IT on customer requirements and expectations to ensure ongoing business and IT alignment, and to ensure positive customer experiences. Skilled in communicating, presenting and setting expectations to staff and leadership at all levels, experienced in delivering world class support to 18,000+ customers globally, leading 10 IT and Customer Relationship Managers, 64+ staff and outsource resources worldwide, managing hybrid internal and outsource service delivery, and creating, managing global operating budgets of 18M. Customer satisfaction through service delivery excellence is what drives me. Global IT End User Support Services Management Continual Service Improvement Service Delivery Excellence Customer Satisfaction and Advocacy Outsource Vendor Management IT Governance Project & Risk Management Strategic Planning and Alignment Incident, Problem, Change Management Team Building, Leadership & Development

Bryan Leonard

Customer experience focused IT Service Delivery Management, global IT support and IT Customer Experi...
Washington Dc, Washington Dc, United States

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Bryan Leonard’s Email bleonard@teksystems.com

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Bryan Leonard’s Location Washington Dc, Washington Dc, United States

Bryan Leonard’s Current Industry

Bryan Leonard’s Prior Industry Northramp | Teksystems Global Services | Actionet | The Aes | Booz Allen Hamilton

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Work Experience

Northramp

Director

2017-02-01 00:00:00 - 2024-04-01 00:00:00

Teksystems Global Services

Global Delivery Manager - end user support, program mgt, IT client relationship and service delivery

2013-05-01 00:00:00 - 2016-09-01 00:00:00

Actionet

Operations | Service Delivery Manager - end user support, network, server, information security

2012-08-01 00:00:00 - 2013-05-01 00:00:00

The Aes

Program and Project Manager - Global Service Desk - Collaboration Services - end user support

2009-07-01 00:00:00 - 2011-11-01 00:00:00

Booz Allen Hamilton

Senior Field Services Manager (Senior Associate) - end user support, IT client relationship

2006-04-01 00:00:00 - 2008-05-01 00:00:00

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FAQ About Bryan Leonard

Bryan Leonard is located at
Washington Dc, Washington Dc, United States

Bryan Leonard is a Customer experience focused IT Service Delivery Management, global IT support and IT Customer Experience leader with proven leadership in analyzing client needs to implement technology and process solutions that drive productivity, value and customer satisfaction. Extensive experience in IT Service Delivery, End User Support, Customer Relationship Management, Desktop Support and Service Desk leadership, Operations Management, global outsourced managed services, incident, problem, change, asset management, continual service improvement (CSI), process automation, knowledge base, SLA, IT Service Management (ITSM), and SIAM multi provider initiatives. ITIL Intermediate Service Operations and v3 Foundations certified. Tenacious customer and IT advocate building collaborative working relationships between end customers, business stakeholders and IT by focusing on listening, communications, timely issue resolution, needs and gap analysis, and setting mutual expectations. Educating customers on IT services and how to leverage, educating IT on customer requirements and expectations to ensure ongoing business and IT alignment, and to ensure positive customer experiences. Skilled in communicating, presenting and setting expectations to staff and leadership at all levels, experienced in delivering world class support to 18,000+ customers globally, leading 10 IT and Customer Relationship Managers, 64+ staff and outsource resources worldwide, managing hybrid internal and outsource service delivery, and creating, managing global operating budgets of 18M. Customer satisfaction through service delivery excellence is what drives me. Global IT End User Support Services Management Continual Service Improvement Service Delivery Excellence Customer Satisfaction and Advocacy Outsource Vendor Management IT Governance Project & Risk Management Strategic Planning and Alignment Incident, Problem, Change Management Team Building, Leadership & Development