Ian McDonnell currently serves as the Group Manager of Vendor Infrastructure Services at Microsoft, where he plays a pivotal role in shaping the company’s outsourcing strategy for contact center operations. With a robust background in telecommunications and CRM, Ian is responsible for the selection and...
Ian McDonnell currently serves as the Group Manager of Vendor Infrastructure Services at Microsoft, where he plays a pivotal role in shaping the company’s outsourcing strategy for contact center operations. With a robust background in telecommunications and CRM, Ian is responsible for the selection and operational management of outsourced contact center infrastructure, ensuring that Microsoft’s global standards are met across diverse regions including Europe, the Middle East, Africa, and Asia Pacific.
In his current role, Ian leads a dispersed team of program managers, fostering collaboration and efficiency in managing complex contractual obligations with outsourced partners. His expertise in project management and enterprise architecture allows him to navigate the intricacies of vendor relationships while maintaining a keen focus on operational excellence. Ian is also a key member of the group that defines and approves the outsourcing strategy, leveraging his extensive knowledge in business system consulting and solution architecture to drive innovative approaches that enhance service delivery.
Among his notable projects, Ian has spearheaded initiatives that integrate advanced CRM systems with contact center operations, optimizing customer engagement and satisfaction. His proficiency in Java, ASP, and Oracle further enables him to bridge the gap between technology and business needs, ensuring that infrastructure solutions are not only effective but also scalable for future growth. Ian’s commitment to excellence in operations management and his strategic vision make him a valuable asset to Microsoft’s continued success in the competitive landscape of global telecommunications and customer service.
