Dan Gleason

Background

About Dan Gleason

Director in Verizon's Client Management organization. General responsibilities were: • Prioritize and deliver outstanding customer service, troubleshooting and resolving issues. • Act as a solutions integrator; provide a flexible approach by offering and negotiating options with clients that balance service levels, cost and risk. • Communicate business vision, goals and portfolio priorities to team members (e.g. Application Owners / Development Managers, Business Systems Analysis, Platform / Service and/or Technology Project Managers etc.). Collaborate with cross-functional teams to build product solutions to satisfy customers’ business challenges. • Develop impact assessments, manage delivery schedules, perform risk assessments to consistently manage operational processes (time reporting). • Work with project managers to ensure they comply with the capacity forecasting process. • Report on portfolio progress, status, overall health and individual applications. • Assess issues or change requests • Manage complex customer inquiries, applying deep product knowledge in carrying out strategic projects and solving complex customer issues and escalations. • Lead the development of total cost of ownership estimates for applications and services, monitor and track to established plans with Finance and Business Management team • Measure, monitor projects, meet or exceed expectations. • Assess work plans, identify scheduling issues, report and escalate, as needed. • Track major project deliverables; share updates; support initiatives aimed at cost reduction and faster time-to-market. • Ensure there's understanding of operational, reputational, and intellectual risks, advise to minimize, escalate if necessary. • Maintain high level of customer service, ensure commitments are met; recommend appropriate actions to enhance service levels.