Regional IT Service Delivery Manager Resume

SUMMARY:

IT SERVICE DELIVERY EXPERT & TECHNICAL OPERATIONS MANAGER
Business Excellence Client Satisfaction Management Leader Relationship Builder
Successful Business Manager, People Leader and ‘’Doer’’ of whatever needs to be done to achieve success for my teams, employer, clients and myself.
Record - breaking achievements span several years enjoying every minute of my career. I will add value and make a positive impact to your team.

PROVEN SKILLS AND COMPETENCIES:

PROFESSIONAL EXPERIENCE:

Regional IT Service Delivery Manager

Confidential

Responsibilities:

Full management responsibilities including planning and delivery of on-site IT services with oversight to Network, Infrastructure, Telecom, Messaging, Procurement and Warehouse operations; Vendor Management, Asset Refresh and Confidential Services
Single Point of Contact ( Confidential ) leading and maximizing successful partnership with The Walt Confidential Companies throughout the Northeast; 9 Business Units, 7,500 userbase
Support implementation of ITIL Best Practices Incident, Request/Change, Release
Analyzed technical issues with respect to business, operational, financial impact participating in escalation calls and assist determine root cause
Responsible meeting with Key Business Units and Stakeholders to report SLA performance and ensure expectations are met by all service providers; Network, Telecom, Messaging, Infrastructure and vendors
Achieved total success of contract obligations achieving 100% compliance of SLA 12 straight years for Confidential
Managed staff of 46+ and 5 managers indirect reports and vendors that yielded superior customer service throughout the Confidential account
Improved employee morale and reduced staff turnovers by standardizing salary levels, job responsibilities, performance and recognition awards, training and certifications

IT Service Delivery Manager

Confidential

Responsibilities:

Successfully led transition and transformation of all Confidential and Confidential Information Technology IT staff in the Northeast Region to Managed Services
Provided leadership, direction and mentoring throughout the transition/transformation
Consistently achieved the highest level of customer rating of 89% or higher through delivery of IT services, ensuring commitments are met or exceeded, exhibiting positive attitude and working with the business, executives, stakeholders and key staff
Reducing deskside visits by 46% and increased production socializing the use of remote tools and forming dedicated Remote Resolution Team (RRT)
Oversight of desktop, executive support and video conferencing, desktop, patching
Increased employee productivity and overall efficiency of the department by introducing new Processes and Procedures, creating Standard Operating Procedures
Contributed substantially to high level of patron loyalty by meeting deadlines, problem solving, pro-active follow-up on all issues and concerns, including billing, SOW’s

IT Associate Director, Technical Support

Confidential

Responsibilities:

Hands-on management of 24 x 7 x 365-day operations for Service Desk, Desktop, Hardware Break/Fix Shop and Executive Support teams
Reduced costs and staff turnover by 50% converting contractors to Confidential ’s while improving morale and attracting higher caliber staff
Introduced Self-Maintainer revenue program that generated revenue for department while improving hardware break/fix turnaround by over 3 days
Increased efficiency of department by redefining and restructuring work flows, assignments, schedules, eliminating duplication and time-consuming tasks
Chaired Confidential TV’s Change Advisory Board (CAB) devising, modifying and introducing internal process controls to change jurisdiction to avoid unnecessary down time
Substantially improved incident acknowledgement and response within 10 minutes, resolution within 1 hour for most tickets; flagged VIP’s and Critical Users
Managed department budget, expenses and capital planning