Shannon Mc Kay

Shannon McKay, PMP, ITIL Senior Program Manager - Software Delivery Frisco, TX |- |-| linkedin.com/in/shannonmckay PROFESSIONAL SUMMARY Results-driven Program Manager with 15+ years of experience in software delivery and lifecycle management. Proven track record of managing complex customer implementations for telecommunications and financial sector partners. Expert in coordinating cross-functional teams, driving continuous improvement, and ensuring successful project delivery through effective stakeholder management and risk mitigation. Demonstrated success in resource capacity planning and program financial management. CORE COMPETENCIES Software Delivery Management Customer Relationship Management Project Lifecycle Management Resource Capacity Planning & Optimization Cost Estimation & Budget Management Program Financial Analysis Agile & Traditional Methodologies Risk Management & Mitigation Process Improvement Stakeholder Communication Resource Allocation & Tracking PROFESSIONAL EXPERIENCE CSG, Inc., Englewood, CO (06/2020 - 05/2024) Executive Director, Customer Delivery Executive IV Led global software delivery programs for telecom and financial sector clients Managed cross-functional teams across US and Portugal for complex implementation projects Developed and maintained program capacity models for 50+ resources across multiple projects Created and implemented cost estimation frameworks reducing variance to within 10% of actuals Managed resource allocation across $20M+ portfolio while maintaining 85% utilization rate Implemented standards for strategic accounts, improving delivery efficiency by 30% Coordinated successful cloud migration projects with multiple stakeholders Drove continuous improvement initiatives based on customer feedback Implemented improved capacity planning processes resulting in 25% reduction in resource conflicts Utilized JIRA and other PM tools for project tracking and reporting Mary Kay, Inc., Addison, TX (10/2014 - 06/2020) Director, Digital Programs (Corporate IT PMO) Managed global software platform implementations across 5 regions Led capacity planning and resource optimization for global team of 100+ professionals Established program cost tracking system resulting in 15% budget optimization Developed predictive resource modeling tools for improved project planning accuracy Led migration to SaaS platform, coordinating with multiple stakeholders Established release management processes for continuous delivery Implemented comprehensive project governance framework Managed vendor relationships and third-party integrations Amdocs, Richardson, TX (01/2005 - 10/2010) Program Manager Managed $20M+ telecommunications software implementation programs Reduced OSS platform deployment time by 20% Led RFP responses and strategic planning for major telecom clients Coordinated cross-functional teams across 15 delivery groups Received global corporate leadership award for excellence RELEVANT ACHIEVEMENTS Successfully delivered 100+ software implementation projects Managed strategic accounts with annual revenue exceeding $50M Implemented process improvements reducing delivery time by 40% Achieved 95% customer satisfaction rating on delivered projects Led teams of 50+ across multiple geographies and time zones EDUCATION AND CERTIFICATIONS Project Management Professional (PMP) Certification #395887 (Since 2005) ITIL Foundation 3.0 Certificate in IT Service Management Bachelor of Arts - University of Central Florida TECHNICAL PROFICIENCIES Project Management Tools: JIRA, MS Project, Smartsheet Resource Management: Oracle, Excel Capacity Planning: SmartSheet, Excel Cost Tracking: Excel Development Processes: SDK/API Implementation, CI/CD Collaboration Tools: Microsoft 365, Confluence Cloud Platforms: AWS, Salesforce