Service Delivery Manager Resume

SUMMARY:

Successful 21 year track record as Service Delivery Manager for a diverse client base in the private and public sectors. Managed a broad scope of services to a varied client base. Experienced in management, allowing better understanding of the clients' needs and exceeding expectations as a service provider. Developed strong, customer - focused teams that are driven to execute complex services on-time and on-budget. Established close partnerships through clear communication with clients to meet all goals with timely, concise, and impactful results.

TECHNICAL SKILLS:

SKILLS: Microsoft Project, Project Server, Excel, Word, Visio, Exchange, PeopleSoft, SAP, JD Edwards, Great Plains, Solomon, O365, Skype for Business, ServiceNow, Remedy, Salesforce and other specialized software packages

PROFESSIONAL EXPERIENCE:

Confidential

Service Delivery Manager

Responsibilities:

Developed business partnerships with Key Operations Manager and Directors within the Western region to ensure technological standards
Solidified quality improvement models and methods with metrics
Expanded cross and inter departmental process collaboration with SharePoint and Yammer
Reduced Western queue tickets from 2600+ to a manageable sub 450 range in 2 months from start date
Empowered Site Technicians with latitude to formulate refined functions, adaptive polices and streamlined procedures to provide an open queue team standard
Created a master playbook for onsite project support and provide to end users, to help defining roles, skillsets, and responsibilities of staff and team
Measured the business value of IT and customer satisfaction through surveys and sampling of population
Western region point of contact for IT customer and end user management communications, issue escalationsand support issues
Provided monthly evaluations of Global Site Service tasks for opportunities to “Shift Left” and Continuous Improvement
Assisted with trend and root cause analysis to identify and communicate gaps in department knowledge required to resolve specific problems

Confidential

Delivery Manager / Project Manager

Responsibilities:

Implemented holistic IT Service Management (ITSM) processes and tools, including IT Incident Management (ITIM), IT Change Management (ITCM), IT Asset Management (ITAM), and IT Governance, Risk Management, and Compliance (ITGRC)
Created and presented weekly KPI and Change Management reports to management
Scheduled service delivery and follow-up with customers
Managed core staff to ensure engagement execution
Monitored outside vendors for product quality
Documented service execution, issues and resolutions

Confidential

IT Consulting Project Manager

Responsibilities:

Moved client applications to Cloud based computing
Created a neutral selection process to select a new datacenter for existing hardware and running their Cloud based computing
89% of all projects came in on time and on budget
Helped clients with PCI compliance and Change Management
Migrated a number of networks for clients after Hurricane Ike
Managed multiple building restoration projects following Hurricane Ike through the entire life cycle from creating SOWs, project planning and execution

Confidential

Sr. Special Projects Manager

Responsibilities:

Headed complex new company-wide warehouse project including construction and IT aspects while reporting to executive management
Completed implementation of backup data center for a data replication site
Designed software work flow and testing to handle inventory slotting and movement from receiving to customer delivery
Embraced ITIL standards to improve IT projects including TELCO, VoIP, CCTV, PCI, SOX, and Personal and Vehicle Tracking Systems
Maintained strong communication and customer service between individuals connected to the project including setting realistic, measurable milestones and using PMP Methodology when needed
Spearheaded an energy monitor conservation program companywide for the VP of Operations
Created reporting tools to estimate project ROIs for management to evaluate economics
Received three consecutive full merit s
Member of Change Advisory Board and Published Service Availability PSA) report

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