Richard Rinehart
Brunswick,MD
Summary
Top-producing senior executive with extensive management experience in leading IT services organizations, including service delivery, sales management, operations management, and business development. High-integrity strategic leader who consistently exceeds revenue targets and delivers best-in-class customer support and professional services. Proven track record of directing client-centric business operations, planning and executing global services and customer success programs, and designing strategic customer engagement processes/practices to achieve financial, employee, and client success measures. Skilled in developing customized services offerings for customers and prospects and delivering operational leadership across global services teams with a focus on process efficiency, metric standardization, and continuous improvement in operational efficiencies and customer experience.
Overview
20
20
years of professional experience
Work History
Head of Operations
Acknowledge Farms
Remote
05.2024 - Current
- Provide operations support and direction for a start-up regenerative organic farm and CPG Brand
- Responsible for contract management, product development, product management, sales & marketing, manufacturing, fulfillment, and financial management
- Develop key performance indicators (KPIs), benchmarks and operational processes and procedures to optimize business operations and maximize profitability
- Streamlined operations and reduced annual expenditures by 40%
Consultant
RR Advisory Services
Remote
01.2018 - Current
- Provide innovative solutions and strategies that drive competitive advantage and improve operational results
- Core areas of expertise are enhancing operational efficiencies, defining key performance indicators (KPIs), optimizing IT services offerings and strategies, and accelerating go-to-market strategies that deliver measurable outcomes and drive business success
Director of Operations
Birdivu
Remote
08.2023 - 12.2024
- Established and managed the day-to-day operations of an ecosystem of vertical businesses to provide all services associated with the purchase, sale and ownership of real estate
- Developed key performance indicators (KPIs), benchmarks and operational processes and procedures to deliver best-in-class service to all internal and external stakeholders
- Established strategic relationships across lines of business to drive innovation, teamwork and collaboration, and establish a common vision for customers
Senior Vice President (SGI Global Services) | President (SGI Federal)
Silicon Graphics International (SGI)
Remote
01.2010 - 10.2017
- Defined and directed overall operations of global organization, including all aspects of customer support, professional, and consulting services sales, delivery, and account management
- Delivered strategic leadership to a team of over400 services professionals and encouraged them to achieve set goals
- Delivered best-in-class customer support, professional, and field services as well as account and warranty management while developing global services organization to support SGI growth strategy
- Optimized cross-functional engagement and customer satisfaction by planning and executing comprehensive voice of the customer and net promoter program
- Built best-in-class high-performance computing and data analytics solutions for federal government and large federal system integrators
- Enhanced support services attach at point-of-sale by45% by expanding support services offerings in line with product sales
- Decreased annual service delivery costs by27% and increased customer satisfaction by9% via data-driven metrics approach and customer support service
- Managed the entire SGI Federal subsidiary, including business development, contracts/legal, sales, partner management, and services delivery, producing over $200M of revenue
Vice President (Global Customer Services)
Sun Microsystems, North America
Remote
01.2005 - 01.2010
- Managed an organization of1,400 services delivery personnel throughout North America, which contained all aspects of support services, managed services delivery, and account management
- Led full-stream services delivery P&L with budget of $500M and $1.4B in support services and managed services revenue
- Secured additional services revenue of $30M by increasing services attach rate and ensuring alignment with services sales
Education
Master of Science (MS) - Business Administration
Central Michigan University
Mount Pleasant, MI12.1988
Bachelor of Science (BS) - Information Systems Management
University of Maryland
College Park, MD12.1986
Skills
- Operations Management
- Customer Success & Retention
- Continuous Process Improvement
- KPI Definition & Monitoring
- P&L Management
- Revenue Growth & Profitability
- Customer Success & Retention
- Strategic Planning
Accomplishments
- Generated $180M services revenue through effective management of full-stream worldwide services P&L with $90M budget.
- Decreased annual services delivery cost by $54M by delivering organizational change initiatives.
- Improved support services sales attach rate at point-of-sale by45% through delivery of outstanding sales services.
- Achieved reduction in service delivery costs by27% while obtaining #1 services sales team ranking.
- Accelerated consulting services revenue by47% through the development of new professional services offerings.
Timeline
Head of Operations
Acknowledge Farms
05.2024 - Current
Director of Operations
Birdivu
08.2023 - 12.2024
Consultant
RR Advisory Services
01.2018 - Current
Senior Vice President (SGI Global Services) | President (SGI Federal)
Silicon Graphics International (SGI)
01.2010 - 10.2017
Vice President (Global Customer Services)
Sun Microsystems, North America
01.2005 - 01.2010
Master of Science (MS) - Business Administration
Central Michigan University
Bachelor of Science (BS) - Information Systems Management
University of Maryland