National Integrated Facility Services Firm

Retained during a critical leadership transition to audit the end-to-end service delivery lifecycle and implement scalable, AI-driven operational efficiencies for a multi-site commercial solutions organization.

The organization was experiencing invisible margin compression, unmapped revenue leakage within the client renewal pipeline, and severe administrative operational bottlenecks.

Audited pipelines to uncover unbilled revenue. Engineered an automated AI communication engine for bespoke proposal management. Consolidated internal reporting layers using AI summaries for ownership.

• Successfully recovered **75+ dormant corporate accounts**.
• Transitioned the organization to a **100% automated proposal lifecycle**.
• Stabilized top-line tracking with near real-time executive data layers.

Global IT Services Architecture

Recruited to report directly to corporate ownership, providing the foundational operational governance required to scale an international service delivery footprint.

The enterprise needed to scale delivery bandwidth rapidly across distributed environments (North America, Europe, India) without sacrificing quality metrics or triggering client churn.

Standardized end-to-end global operational procedures, built a dedicated Customer Success division from the ground up, and optimized pre-sales cross-departmental project handoffs.

• Scaled operations smoothly from **300 to over 1,500 global resources**.
• Drove **over 400% expansion** in Monthly Recurring Revenue (MRR).
• Slashed monthly critical client escalation occurrences by **50%**.

Managed & Application Services Practice

Assumed full accountability for an operational P&L exceeding a $6 million annual run rate, restructuring core delivery capabilities to maximize bottom-line profitability.

The business was suffering from suboptimal workforce capacity models, weak cost controls on backend infrastructure, and unstandardized performance metrics.

Engineered a hybrid “On-shore Solutions Architecture + Off-shore Execution” workforce arbitrage model, established enterprise RACI alignment frameworks, and executed strict cost controls.

• Increased practice gross profit by **212%** via continuous utilization audits.
• Accelerated top-line service line growth by **239%**.
• Standardized the firm’s first comprehensive SLA and KPI structures.