mark graham

vice president shared services

About

High-performing business and operations executive with the proven ability to transform processes and teams, lead complex programs and enable infrastructure to increase business effectiveness. 20+ years of global experience across core company functions has cultivated unique ability to identify the highest impact strategic opportunities and deliver complex global initiatives that transcend borders and cultures. Core strengths in evolving entrenched thinking with unique angles, driving business results across matrixed organizations, articulating impact when existing KPIs are unable to quantify and scaling Business Operations to support sustained growth. Key Competencies: Transformation, Scaling Business Operations and Capabilities, Deep Operational Experience in Running Global Organizations, Business Planning, Process Re-Engineering, Project/Program Management, Merger and Acquisition Integration, Analytics, Multi-Million Dollar Budget Management, Offshoring/Nearshoring, Transformation Planning and Execution.

Country

united states

City

redwood city

Industry

computer software

Skill

enterprise software, middleware, customer facing, asia pacific, strategic business, integration, value proposition, emea, business operations management, global strategy, global operations, acquisition integration, strategic sourcing, americas, business process improvement, global implementation, customer experience management, operations management, cross functional team leadership, program management, strategic partnerships, saas, management consulting, partner management, management, change management, organizational design, team management, vendor management, organizational development, cloud computing, strategy, business process, leadership, start ups, project management, professional services, outsourcing, mergers and acquisitions, go to market strategy, executive management, software as a service, business transformation, customer success

Experience

senior director, global customer support operations

oracle

2008-6 - 2012-1 · 3 yrs 8 mos

Successfully led organization of 590 personnel. Responsible for Global Support business operations, merger and acquisition of Sun Microsystems support, global support center strategy, and JAPAC Middleware technical support delivery.

vice president, ww support operations

bea systems

2007-8 - 2008-5 · 10 mos

* Manage overall strategic operations for an $800 * million/year revenue global enterprise customer support business. Successfully led an organization of 150 * personnel, responsible for emerging product support as well as offshore/nearshore tier two and tier three product support delivery.

senior director, ww customer support operations

bea systems

2006-5 - 2007-7 · 1 yr 3 mos

senior director, business systems delivery

bea systems

2005-9 - 2006-4 · 8 mos

Responsible for setting strategic direction, project resource management, and vendor management for the World Wide Support Organization’s business systems projects. Directed development, implementation and maintenance of Enterprise Systems. Successfully managed 41 BEA and contract personnel.

director, business systems delivery

bea systems

2002-8 - 2005-8 · 3 yrs 1 mo

director, it

cosine communications

1999-1 - 2002-1 · 3 yrs 1 mo

Managed team responsible for the development and maintenance of Oracle, Siebel, SAP, and other enterprise applications, including custom Java applications; and management of vendor relationships. Worked closely with functional business units to ensure successful implementation of systems to support company’s rapid growth.

manager, application development

oracle

1994-1 - 1999-1 · 5 yrs 1 mo

Managed application development team responsible for building, implementing, and maintaining the corporate Internet and Intranet sites, as well as, team of marketing project managers responsible for implementation and maintenance of web projects and applications for support sales, marketing, and delivery.

area vice president, itsm business operations and remedy ondemand service delivery

bmc software

2014-7 - 2015-7 · 1 yr 1 mo

Provided overall leadership for ITSM business operations and led strategic transformation of Remedy OnDemand service delivery to provide a best in class customer experience. Drove Remedy OnDemand transformation resulting in CSat improvement from 73% to 85%

area vice president, customer support and maintenance , operations

bmc software

2012-2 - 2014-6 · 2 yrs 5 mos

Managed overall strategic Support Maintenance and Deliver operations for an $500+ million/year revenue, high margin, global enterprise customer support business. Successfully led an organization of 200+ personnel, responsible for offshore product support delivery. Effectively led Renewals organization for Q4 FY14 and Q1 FY15 achieving Bookings and Revenue targets. Achieved Maintenance Renewal Bookings and Revenue targets and exceeded employee retainment plan through the company’s privatization transition Instituted quarterly performance target planning and review for level one Support vendors which helped Support achieve highest Support CSat ever Implemented a capacity management methodology which drove informed decision making on Supportresourcing and helped predict potential capacity bottlenecks

vice president shared services

anaplan

2019-12 - Present · 6 yrs 10 mos

vice president, mid-market and business operations, digital service management

bmc software

2015-8 - Present · 11 yrs 2 mos

General Manager of $60 million Service Desk Software Mid-Market Business unit. Lead overall strategic operations leadership for Digital Service Management business unit operations. Improved customer product experience and employee customer empathy through customer upgrade simulations. Result was a reduction in install steps and install time of over 50% through product and Q&A process improvements, as well as, an ongoing focus within product roadmaps Implemented cross functional product adoption progress tracking and communication approach on Remedy v9 product adoption, including level of partner readiness, with ability to franchise model across company