Résumé

Executive Director of Delivery & Operations with 15+ years of leadership success in enterprise consulting, higher education, and public-sector programs.

Last updated: October 21, 2025

Download PDF
resume

Charles Ackerman

Executive Director of Delivery & Operations

DeLand, FL, USA

•Charles.Ackerman@me.com•charlesackerman.com•linkedin.com/in/charlesdackerman

Areas of Expertise

•Strategic Program & Portfolio Management
•Delivery Operations & Governance Frameworks
•Salesforce Program Delivery & Optimization
•Executive Stakeholder & Client Engagement
•Professional Services Leadership
•Business Process Reengineering
•Enterprise IT & Cloud Transformation
•PMO Design & Organizational Maturity
•Financial & P&L Oversight
•Cross-Functional Team Leadership
•Partner Relationship Management
•KPI & Performance Metrics

Professional Experience

Account Director

Cloud for Good • Remote

2024–2025

  • •Led strategy and execution for implementation projects using Salesforce Education Cloud, Marketing Cloud, Commerce Cloud, and Experience Cloud within higher education.
  • •Streamlined $5M Salesforce project portfolio through governance frameworks, stakeholder engagement, and coaching delivery leaders.
  • •Stabilized strained client relationships by restructuring support operations and restoring trust.
  • •Spearheaded cross-functional pursuits, securing $1M in revenue impact and strengthening client confidence.
  • •Optimized firmwide market credibility by speaking at summits, co-leading webinars, and driving thought leadership.
  • •Devised accelerator strategy to unify governance, improve efficiency, and drive new revenue opportunities.

Regional Head of Delivery, North America / Principal Delivery Manager

VRP Consulting • Remote

2022–2024

  • •Directed delivery projects with global centers and vendor partners, ensuring cost-effective and high-quality results.
  • •Led $2M Salesforce portfolio for the MTA, stabilizing delivery and launching Congestion Pricing Portal.
  • •Spearheaded $1M+ multi-year Salesforce managed services engagement in the hospitality sector.
  • •Revitalized Salesforce environment for a 200-year-old nonprofit, restoring integrity and operations.
  • •Enhanced client retention and adoption through integrated delivery and success strategies.

Senior Project Manager / Project Manager

Coastal Cloud • Remote

2019–2022

  • •Managed large Salesforce portfolios for the Florida Department of Economic Opportunity, scaling from $1M to $5M+.
  • •Established workstream-lead delivery model and governance frameworks to improve efficiency and reporting.
  • •Designed BPMN-based process documentation for Florida Division of Emergency Management.
  • •Mentored project managers to strengthen leadership pipelines and organizational maturity.

Project Manager

Embry-Riddle Aeronautical University • Daytona Beach, FL

2015–2019

  • •Established the university's PMO, embedding governance, structure, and metrics into IT project delivery.
  • •Coordinated diverse software, hardware, and process projects with cross-functional stakeholders.
  • •Elected by peers to lead Work Environment Quality Council, improving employee relations and engagement.

User Support Manager

Volusia County Schools • DeLand, FL

2013–2015

  • •Directed IT support operations for 62,000+ students and 7,600+ staff, improving service quality and efficiency.
  • •Implemented data-driven resource allocation and workflow automation.
  • •Negotiated improved vendor partnerships and overhauled service delivery operations.

Earlier Roles

Volusia County Schools & Others

2012–2013

  • •Learning Technologies Specialist and Career & Technical Education Teacher roles provided early foundations in leadership, systems thinking, and delivery.

Education

•Master of Science in Computer Information Systems — Boston University, Concentration: IT Project Management
•Bachelor of Arts in Radio/TV/Film Production — Rowan University
•Bachelor of Arts in Writing Arts — Rowan University

Certifications

•Project Management Professional (PMP), PMI
•Agile Certified Practitioner (PMI-ACP), PMI
•Certified ScrumMaster (CSM), Scrum Alliance
•Certified Scrum Product Owner (CSPO), Scrum Alliance
•Salesforce Certified Platform Administrator
•Salesforce Certified Sales Cloud Consultant
•Salesforce Certified Education Cloud Consultant

Professional Contributions

•Practice Standard for Work Breakdown Structures — Project Management Institute, 2019
•The Standard for Risk Management in Portfolios, Programs, and Projects — Project Management Institute, 2019

This résumé represents the current state of my professional identity and capabilities. It is maintained as structured data to ensure consistency across formats and ease of updates.

For detailed case studies and examples of my work, please visit the Cases section of this site. For insights into my thinking and approach, see the Essays and Appearances sections.