Harry Layton PMP
Project / Program Manager
Harry Layton PMP
Harry Layton PMP
Pitney Bowes Software: 2010 – Current
Manager Operations & Client Success Manager: 2014 - Current
Successfully managing a global team delivering results through highly organized and focused programs based on the tight coordination and management of many teams and individuals across PB, enterprise-clients and other vendor organizations, and across a broad range of products.
Typical daily/weekly activity includes driving productive cooperation between Services, Support, Product Management, Engineering and Sales & Marketing. Client portfolio includes RRD/Canada, Facebook, Citi Group, MasterCard, Twitter, BCBSSC, CVS and other enterprise level companies.
Operational and strategic objectives include:
Harry.Layton88@gmail.com (in) Fairfax, VA 22032
Pitney Bowes Software 2010 – 2013
Service Relationship Manager [aka Customer Success Manager]:
As strategic team member in the ServiceSTAR program, managed to great success a client portfolio including Facebook, MasterCard, State Farm and other key accounts valued at $8 million.
As the single point of contact (working with Sales teams):
Applied a client focused approach based on highly effective relationship management.
Achieved the most efficient resolution for all customer problems great and small.
Maintained accountability across all PBS resources to deliver client-oriented results.
Developed and implemented new escalation processes and procedures delivering effective management for critical account situations including production-down. Eradicated backlogs.
Implemented enterprise-wide Managed Service approach – branded as ServiceSTAR – covering a portfolio in excess of $8 million. Achieved 100% retention of portfolio with 5% value uplift. Recognized across PBS as a real solution delivering excellent results.
Mentored and trained team members on continuous improvement to the client experience.
Developed KPI’s to evaluate ServiceSTAR effectiveness; maintained and interpreted metrics to promote continuous improvement and drive results for customers.
Airbus [Europe] 2004 – 2009 Consultant: California and Mexico:
Represented Airbus at major suppliers [Panasonic and Rockwell Collins] of cabin ‘kiosk’ structures plus advanced avionic systems (IFE). Managed program compliance and development activities, as well as end-customer issues, across sixty concurrent programs – annual value $25 Million. As primary point of contact in US, negotiated and delivered solutions across wide array of complex issues, collaborating with suppliers, forging relationships based on trust, empathy, and effective communications.
Delivery performance consistently improved to 99% on-time shipping dispatch rate.
Conducted ongoing supplier performance analysis using capability and capacity reporting and implemented strict milestone adherence, change control, risk, quality and communications planning.
Generated analysis for significantly improved certification process and documentation flow.
Significantly improved program visibility and communications between US, Germany, France and Mexico ending stakeholder conflict and driving performance improvements.
Consolidated Airbus delivery schedules and supplier data for real milestone monitoring.
BAE SYSTEMS: Regional Aircraft Worldwide Manager - Customer Support China: 2001 – 2003
Project Manager USA: 2000 – 2001
Senior Field Manager/Engineer: Based: China, Australia, Europe, USA 1990 – 2001