About Service Leadership

Our Mission

Service Leadership is dedicated to providing total profit solutions for IT Solution Providers, directly and through industry consultants and global IT vendors.

Why We Love What We Do

The business of IT services is challenging and enticing. Enticing because it's always changing and if you create lasting value for your clients, employees and partners, you can create high value for yourself. Challenging because creating high value requires a wide range of business and technical skills.

Our team of professionals is uniquely qualified to deliver results to IT Solution Providers, Manufacturers, and Distributors of IT Solutions and Industry Consultants worldwide, providing an exclusive array of consulting and research products and services.

Our Solution Provider clients have on average, gained 37% in valuation and put an additional four points to the bottom line by engaging us. In fact, the typical owner's ROI for our services exceeds 500%.

How We Deliver Results

Service Leadership Index®, the largest scale, longest running and most accurate benchmark of Solution Provider financial performance, operational maturity and value creation worldwide for individual Solution Providers and their business coaches and consultants.

SLIQ©, the exclusive web application for partner owners and executives to drive financial improvements by confidentially assessing and advancing their Operational Maturity Level©.

Operational Maturity Level© Progression Peer Groups to drive profitability and performance through best-practice expertise, peer insight, action and accountability for Solution Providers of all sizes and business models.

Management coaching and consulting engagements for Solution Providers from US$15mm to US$3bb in size worldwide.

Global IT vendor partner enablement programs, channel consulting, advanced peer groups, and best practices speaking and education for industry and channel partner events.

"Working with Service Leadership and participating in their benchmarking surveys is one of the most important actions any IT business owner can take to truly understand the numbers behind the business. Working with Service Leadership has revealed a world of opportunities." Ken Michael, Dox Electronics, Inc.

Executive Team

Paul C. Dippell, CEO

Paul Dippell brings more than twenty-five years of experience building, running, acquiring and integrating IT Solutions companies. Mr. Dippell is often a featured speaker at IT Solutions industry events on the topics of successful channel business model strategy and operations

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Paul C. Dippell, CEO

Paul Dippell brings more than twenty-five years of experience building, running, acquiring and integrating IT Solutions companies. Mr. Dippell is often a featured speaker at IT Solutions industry events on the topics of successful channel business model strategy and operations

Paul Dippell brings more than twenty-five years of experience building, running, acquiring and integrating IT Solutions companies. Mr. Dippell is often a featured speaker at IT Solutions industry events on the topics of successful channel business model strategy and operations.

Mr. Dippell is founder and Chief Executive Officer of Service Leadership, Inc. a leading Solution Provider consultancy firm, and publisher of the Service Leadership Index® of Solution Provider performance, the industry's broadest and deepest operational and financial diagnostic service. Additionally, Service leadership advises leading global IT manufacturers on channel management and strategies, and SMB and mid-market customer product and services strategies.

Prior to founding Service Leadership in 2001, at USBX Advisory Services, a leading mid-market mergers and acquisitions advisory firm, Mr. Dippell established the IT solutions vertical for this new M&A firm and closed its inaugural transaction.

At All Covered, Inc., the largest provider of IT services to small businesses nationwide and a leading consolidator in the sector, Mr. Dippell was Vice President of Mergers, Acquisitions and Integration, responsible for successfully acquiring and integrating more than fifteen IT services companies in 18 months. Mr. Dippell subsequently founded a mid-market IT services company and performed two private equity raises to launch it.

At Xerox Connect (NYSE: XRX), as Vice-President of Managed Services, Mr. Dippell was responsible for serving Fortune 500 customers worldwide with Managed Services. Simultaneously, he was Vice President of the South Central region.

Before Xerox, Mr. Dippell was at CompuCom (NASDAQ: CMPC) for seven years, becoming Vice President of Service Operations Consulting for this multi-billion dollar IT solutions provider. There, he led the sales and development of advanced IT services and participated in four strategic acquisitions.

Shelia I. Dippell, CFO/CIO

Shelia Dippell, co-founder of Service Leadership Inc, brings more than 30 years of Information Technology experience acting as a strategic consultant, executive information officer and senior operations manager.

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Shelia I. Dippell, CFO/CIO

Shelia Dippell, co-founder of Service Leadership Inc, brings more than 30 years of Information Technology experience acting as a strategic consultant, executive information officer and senior operations manager. Shelia's proven track record in the planning, management and implementation of highly successful computer systems and telecommunications networks, coupled with her hands on senior operations and customer service management, makes her an invaluable asset to both the Service Leadership senior management team and the firm's clients.

Just prior to co-founding Service Leadership, Shelia was a Management Consultant for a number of leading firms working in various capacities including: Business Process Consultant for the Vice President of Operations for Source Inc.; IT Operations Consultant for the Vice President of Delivery Services at Erapamus Network Services; IT Management Consultant to the CIO at CompuCom; and Project Manager for the CIO at Medalia Health.

Shelia's experience and expertise was demonstrated well during her engagement with Source Inc. As Business Process Consultant for the Vice President of Operations Shelia interviewed and observed staff to create process flows and make recommendations for quality and productivity improvements including the recommended development of a multidisciplinary "delinquent purchase order review group." Within weeks, this group enabled the initiation of warehouse fees for 1200+ pieces of equipment. Shelia also recommended computer system modifications to increase productivity a projected 25-30% by reducing the number of times a staff member is required to scan a piece of equipment and automating the purchase order to product matching process. Shelia developed an ISO9002 compliant operations procedure template and coached the QA group on a procedure development and review process.

In the years prior to acting as a Management Consultant, Shelia held permanent positions from 1973-1988 beginning as an Assistant Data Processing Manager for Pfizer Inc, moving on to be the Director of Data Processing for St. Joseph Hospital & Health Center and then promoted to Director of Management Information Systems for St. Joseph Hospital, HCC and St. Francis Community Hospital. Shelia then became the Director of Information Systems and CIO of Franciscan Health System.

Brian P. O’Connell, SVP

Brian O’Connell is a seasoned technology industry veteran with broad experience encompassing hardware, software and services in both large organizations and entrepreneurial companies.

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Brian P. O’Connell, SVP

Brian O’Connell is a seasoned technology industry veteran with broad experience encompassing hardware, software and services in both large organizations and entrepreneurial companies. Prior to joining Service Leadership, Inc., Brian was Vice President of North American Sales for Getronics, responsible for the $425mm in sales of all its solutions and services to clients in all market segments.

Prior to Getronics, Brian was at All Bases Covered, Inc . where he was Senior Vice President for Sales and Operations for three years. During Brian's tenure there, the privately-held networking and computer services became a recognized national leader in computer services to the small business market and attracted significant venture capital backing. All Bases Covered's revenues grew from $3 million to over $60 million, and field service staff blossomed from fewer than 50 engineers to more than 375 during that period.

Before All Bases Covered, Inc., Brian was Senior Vice President for Sales and Operations of TeKnowlogy, a technology training and services company in Dallas, TX. When Knowledge Universe acquired that company in 1997 and changed its name to Productivity Point International (PPI), Brian assumed the role of Senior Vice President, Field Operations. He integrated the operations of the 29 separately-acquired training companies under the PPI umbrella over the next two years.

From 1990 to 1996, Brian helped grow CompuCom Systems of Dallas, TX to national prominence. His four-year performance as Northeast Regional Vice President and General Manager with CompuCom, growing that business unit to $400mm in sales, brought him a promotion to company headquarters, where he served as Vice President of Integration Services. In that role he managed the company's strategic shift to consultative technology life cycle services.

Brian began his career as Director of Corporate Sales for The Computer Factory of Elmsford, NY, for five years.

Brain earned his Master's degree in Business Administration from the International Management Development Institute at Lausanne, Switzerland in 1983. Brian is a summa cum laude graduate of the University of Massachusetts, where he majored in Management Information Systems.

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