Senior Service Delivery Manager Resume

SUMMARY:

Accomplished project manager with repeated success directing various IT initiatives across multiple companies either as the project manager or an essential resource for the projects.
Assisted customers to define service deliverables while also helping to define what is possible. As the liaison of Verizon to the customer listened to the customer and worked with internal teams to solve problems.
Contributed to new service initiatives as needed that are designed to improve the customer experience, and in some cases leading those efforts and influencing the cross - functional teams needed to ensure success. Resulted in up sales in the $ 5,000 to $100,000 range in new services.
Dedicated customer advocate with a history of building and maintaining sustainable client relationships. The average revenue per customer was in the $ 200,000 to $ 300,000 thousand per month.
Developing and delivering quarterly executive reviews, monthly, and weekly operational reports both internally and externally. Established internal and external relationships to help support the customers, including meetings with account teams, support teams, and others to align the support that our customers receive.
Engaged with multiple customers and cross-functional internal and external teams to deliver services in line with ITIL practices and to make sure we were adhering to proper service management and service delivery processes and practices. Ensure SLA is in the 90% to 100% range as per contract.

TECHNICAL AND MANAGEMENT STRENGTHS:

Project Management
Client Engagement
Strategic Planning
Strategic / Tactical Mindset
Contract / SLA Management
Problem Management
Triple Constraint of Quality PMI
SDLC / Waterfall / Agile
Change Management
Business Analysis
Escalation Management
Systems Administration
Vendor Management
Root Cause Analysis
Internet of Things (IOT)
Unix / Windows / Mainframe
Technical Service Delivery
Process Improvement
Customer Documentation
Reporting KPIs & QBRs
Team Management
Business Continuity
MS Office Suite / Project
Teaching / Training

PROFESSIONAL EXPERIENCE:

Confidential

Senior Service Delivery Manager

Responsibilities:

Assist Dispatch Teams with Windows 7 computers, various applications, and printers.
Imaging hard drives and working on computer hardware as required to put back into service.

Confidential, Fort Worth, Texas

Senior Service Delivery Manager

Responsibilities:

Computer repairs and configurations for small business and consumers.
Installing Operating Systems, Software and removing malware, and viruses.

Confidential, Texas

Senior Service Delivery Manager

Responsibilities:

Optimize service delivery and customer experience as a key client advocate, liaising across internal functions and disciplines to achieve seamless handling of service changes, escalations/resolutions, contract administration, and invoicing/billing.
Provide end-to-end leadership for issues Confidential the scope of existing business process, ensuring customer satisfaction; collaborate with executive leadership to guide the development of new processes aligned with evolving customer needs/requirements.
Project manager/team lead for a wide array of tasks and projects requested by customers.
Equip customers with monthly KPI service reports as well as incident reviews and root-cause analyses.
Ownership of all customer issues that are “out of scope” with existing process and work with Verizon business owners to develop processes to meet the needs of customer going forward.
Manage and grow customer relationships to deepen existing associations with key technical and management contacts.
Oversee internal Verizon processes (i.e. billing, customer reporting, ticket handling/resolution, sales proposal generation) that affect the customer and drive the process where necessary to ensure the best possible customer experience.
Provided monthly reports to customers for services along with incident reviews and root-cause analysis.
Orchestrated complete restoration of customer environment following virus infection caused by misconfiguration of anti-virus protection; coordinated efforts of multiple teams to rebuild and configure servers, stabilize the environment, and protect non-affected servers while ensuring minimal downtime preventing thousands of dollars in lost revenue and application functions.
Lead team with the customer to develop business continuity plans aligned with target recovery timeframe of four hours; led onsite teams in documenting, testing, and validating the disaster recovery process. Ensuring that the DR plan works to prevent significant loss of revenue.
Developed innovative strategies for achieving customer request with critical thinking and problem-solving skills.
Established and cultivated working relationship with customers from IT Managers up to "C" level executives. Collaborated and participated with Sales and Solutions team(s) on customer sales calls, services estimates, and sales/customer strategies with "C" level.
Owned and managed customer satisfaction/loyalty - Proactively resolved issues, as necessary.

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