Michael Kohio
Head Of Managed Services at Onshore Outsourcing- Claim this Profile
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English Full professional proficiency
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French Native or bilingual proficiency
Topline Score
Bio
Fred Gatty
I had the pleasure of working with Michael Kohio as a client vendor relationship manager for a few years. His responsiveness, ownership and accountability is truly exemplary. He and his team always made us feel welcome when we visited the vendor site, giving us a true taste of Southern Hospitality. Michael is passionate about business and makes sure he goes above and beyond for his clients. Happy to work with Mike any day!
Craig Glenn
Working with Michael has been one of the most valuable peer relationships I have ever had. He is very conscientious and takes his responsibilities seriously. There is no 9-5 for Michael, only successful outcomes. I have learned so much from the experiences and great conversations we have had. Michael is a master of lean methodology and process improvements.
Fred Gatty
I had the pleasure of working with Michael Kohio as a client vendor relationship manager for a few years. His responsiveness, ownership and accountability is truly exemplary. He and his team always made us feel welcome when we visited the vendor site, giving us a true taste of Southern Hospitality. Michael is passionate about business and makes sure he goes above and beyond for his clients. Happy to work with Mike any day!
Craig Glenn
Working with Michael has been one of the most valuable peer relationships I have ever had. He is very conscientious and takes his responsibilities seriously. There is no 9-5 for Michael, only successful outcomes. I have learned so much from the experiences and great conversations we have had. Michael is a master of lean methodology and process improvements.
Fred Gatty
I had the pleasure of working with Michael Kohio as a client vendor relationship manager for a few years. His responsiveness, ownership and accountability is truly exemplary. He and his team always made us feel welcome when we visited the vendor site, giving us a true taste of Southern Hospitality. Michael is passionate about business and makes sure he goes above and beyond for his clients. Happy to work with Mike any day!
Craig Glenn
Working with Michael has been one of the most valuable peer relationships I have ever had. He is very conscientious and takes his responsibilities seriously. There is no 9-5 for Michael, only successful outcomes. I have learned so much from the experiences and great conversations we have had. Michael is a master of lean methodology and process improvements.
Fred Gatty
I had the pleasure of working with Michael Kohio as a client vendor relationship manager for a few years. His responsiveness, ownership and accountability is truly exemplary. He and his team always made us feel welcome when we visited the vendor site, giving us a true taste of Southern Hospitality. Michael is passionate about business and makes sure he goes above and beyond for his clients. Happy to work with Mike any day!
Craig Glenn
Working with Michael has been one of the most valuable peer relationships I have ever had. He is very conscientious and takes his responsibilities seriously. There is no 9-5 for Michael, only successful outcomes. I have learned so much from the experiences and great conversations we have had. Michael is a master of lean methodology and process improvements.
Credentials
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IT Information Library Foundations Certification (ITIL) V4
AXELOS Global Best PracticeJan, 2020- Nov, 2024 -
Kaizen Leadership
Danaher Corporation -
Problem Solving Process
Danaher Corporation
Experience
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Onshore Outsourcing
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Head Of Managed Services
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2019 - Present
• Responsible for leading a team of 10 Service Leaders overseeing 340+ employees, owning full P&L responsibility, and directing the business strategy, management, and execution for the Managed Services division generating $35M+ in annual revenue• Deliver optimized service across the portfolio within the managed services model, supporting 3 delivery centers as well as remote employees across North America• Collaborate with both internal and external partners, aligning processes, procedures, relationships, and operating strategy to support organizational top-performance• Manage all IT Managed Services including IT infrastructure, network, security, cloud computing, and reporting for multiple clients with $1B+ in revenue, focusing on creating efficiencies while providing excellent service• Leverage expertise to lead a high-performing team recognized for performance excellence, achieving the HDI Service Excellence Award• Developed and gained adoption of an innovative recurrent service maturity assessment program, measuring the organization’s requirements to ensure that all business needs are met or exceeded• Trained, guided, and mentored the direct report management team, ensuring the completion of the entire team’s ITIL V4 certifications.• Oversaw multiple technology innovations and implementation strategies, including ServiceNow supporting organizational-wide digital transformation• Leverage the CIO dashboard to provide customer executives with the information, as well as provide recommendations on best practices• Establish trusted relationships with clients’ executives including ongoing strategy sessions, and performance reviews• Lead the Managed Services division in cross-functional collaboration with sales, customer success, product, and marketing Show less
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Director Application Services
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2019 - 2019
• Directly responsible for leading high-performance, efficient teams within Application Support and Maintenance Services, developing and implementing standard operating procedures supporting organizational effectiveness and efficiency• Collaborated with executive stakeholders focused on identifying risks, priorities, and opportunities, as well as providing innovative ideas for new service offerings• Performed as the escalation point of contact concerning client issues, addressing each case, developing mitigation plans, and launching solutions to secure customer success• Responsible for the implementation and maintenance of the client-facing “GoToZero” application service, resulting in customer satisfaction, including up to a 20% cost reduction generated from minimized downtime and client risk• Functioned as a trusted partner to the Sales unit concerning product demonstrations and sales pitches, stimulating sales, and generating a 25% revenue growth• Established a focus on hiring, developing, and retaining a top-performing team, securing a dynamic and empowered culture• Gathered and analyzed various data and utilized the findings to support, lead, and guide the development of strategy, identification of opportunities, and organizational decision-making Show less
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Director, IT Client Services
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2018 - 2019
• Hired, managed, and developed 4 Service Managers and 150+ IT support staff, utilizing innovative training, engagement, and recognition programs to enhance employee morale and retention• Developed, implemented, and managed the performance of 10 service desks throughout Georgia and Missouri delivery facilities, establishing strategy, managing budgets, resource allocation, and measurement of success• Performed as the subject matter expert in Customer Support operations, owning the customer lifecycle from initial contact to implementation and account growth• Established the reputation of a trusted technical partner and advisor, driving client satisfaction and retention from 88% to 96% YoY• Introduced ITIL methodology, analytics, new client transition program, QA program, and user experience management program, resulting in improving the service delivery operations• Continuous deep dive and gap analysis to identify improvement opportunities, and leveraging findings to drive improvements throughout the organization, establishing efficiencies across all service offerings• Partnered with the sales Leaders on new pilots and leveraged expertise to provide continuous innovation in service delivery, driving customer expansion and retention• Leveraged strong quality capabilities and measurements to establish organizational differentiation, expanding market share in a competitive market Show less
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Business Solutions Manager
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2016 - 2018
• Focused on building a foundation for operational maturity, establishing program cadence, structure, and framework for the Managed Services business Division within the rapidly growing IT Services organization• Developed a transformational roadmap including standardization of processes with business analysis, and ITIL best practices across over 10 IT services clients’ accounts• Resolved ongoing client’s issues and enhanced core solutions, reestablishing customer relationships and retaining multiple vital accounts Show less
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Danaher Corporation
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United States
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Medical Equipment Manufacturing
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700 & Above Employee
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Product Support Manager
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2011 - 2016
• Managed a global support team of over 400 Tier 1, 2, and 3 team members, overseeing the dental products support as well as pre-sales and post-sales support • Focused on leading the support team in SLA achievement while exceeding client expectations, receiving recognition as the best-performing Manager of the Year for 5 consecutive years • Responsible for leading over 20 Kaizen events throughout the organization, establishing a focus on improving cross-team performance • Managed a global support team of over 400 Tier 1, 2, and 3 team members, overseeing the dental products support as well as pre-sales and post-sales support • Focused on leading the support team in SLA achievement while exceeding client expectations, receiving recognition as the best-performing Manager of the Year for 5 consecutive years • Responsible for leading over 20 Kaizen events throughout the organization, establishing a focus on improving cross-team performance
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Education
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Georgia State University
Bachelor of Business Administration - BBA, Computer Information System -
Savannah Technical College
Associate’s Degree, Business Administration and Management, General
Community
