Michael Marzullo

Profile

About Me

High impact, innovative and highly productive Senior IT Executive having more than 20 years of service delivery and solution innovation experience, developing and leading IT projects and operations including Product Lifecycle, Offering Development and Leadership, Solution Design, Application Development and Applications Management.

Most Recently

Director of Application Services for Optum Ambulatory Services, supporting revenue cycle management and accounting functions for large ambulatory and private practice clients.

* Interacts internally and externally with executive level management

* Negotiates critical matters

* Sets vision for the support of multiple products

* Develops and implements strategic plans in alignment with corporate strategy

* Directs and approves tactical administrative or operational policies

* Takes ownership for the products’ operational KPI’s

* Ensures budgets and schedules meet corporate requirements.

And before that…

Vice President of Product Support for Epsilon’s Digital E-mail Products, serving more than 200 clients, distributing 3.5B emails monthly, and representing more than $50M in annual revenue.

Other Highlights

World Wide Offering Manager for HP’s Application Management Services offering, with a base of 1000+ clients at approximately $4B Total Contract Value.

* Chief architect of the HP’s Next Generation Apps Management pricing model, including Service Catalog, Application Classification, Flexibility Management, & Predictive Pricing components

* Created the internal and client-facing collateral to sell the offering

* Trained the Solution Professionals, Sales Organization, and Account Teams on a global basis

* Trained clients at all levels in multiple industries

* Worked with corporate marketing and analyst firms (Gartner, Forrester, IDC, Nelson Hall) to promote and market the offering

* Maintained leading Apps Outsourcing market positions

Qualifications

Core Competencies

Industry Innovations

Education

B.S. Operations and Systems Management - University of South Alabama - Mobile, AL - 1995

EDS SED Training Program - Southfield, MI - 1998

Accomplishments

Operations and Systems Leadership

Decreased operating expense 25% and improved support effectiveness without service interruption by distributing workload among multiple on- and off-shore centers. Increased client account margins 8% while reducing client spend 25% by implementing an innovative application support methodology.

Performance Improvement and Best Practices

Positively impacted client support by developing / implementing an innovative portfolio management methodology allowing clients to make hundreds of service level changes within existing contracts. Turned “at risk” client to “referenceable” by defining KPI’s, automating service level metrics, collecting / reporting and facilitating monthly stakeholder reviews.

Business Metrics Acumen

Ushered in a new industry standard measuring managed support for enterprise, custom and commercial applications, tying contractual success measures to business outcomes and providing an innovative business service level tool for clients to use in measuring and trending results

Sales and Marketing Support

Secured the #2 global Application Management Services (AMS) position by designing and providing Sales & Marketing the next generation AMS product offering, driving $700 Million in new revenue.

Product Management

Reduced high severity incidents 80% by modernizing the support for a digital e-mail product. Optimized support teams and expanded infrastructure to enable sustained high levels of service during triple-digit growth in client base.

Driving Innovative Solutions

Revitalized the worldwide application support “go-to-market” strategy by creating the next generation application management service, “AMS Express” and “AMS for Cloud Solutions.”