Service Delivery Manager Resume Samples

Description :

1. Coordinated all activities on behalf of the client ensuring a seamless single point of contact for all services requiring immediate support were met Ensured all processes and procedures were kept up-to-date and accurately reflected customer environments and requirements.
2. Liaise with all internal service delivery teams to ensure a consistently high level of service. Ensured the client's leadership was notified as soon as possible of any possible disruption to services provided by Orange, Virtela, SAVVIS, Integralis, AT&T, Quest and Carousel under the outsourcing agreement.
3. Served as the primary escalation point to the Global Service Desk for the USA region for any issues or points of direction.
4. Assisted international regions with any issues related to incidents and support by the Global Service Desk. Assisted with the management of the P&L for the outsourcing agreement for Desktop, Network and Server Support and saw to overachieve KPI's in regards to profitability without impacting other SLA's.
5. Managed and drove all services through the adoption and implementation of ITIL processes and procedures.
6. Minimized risk to both end-users and the client. Assisted the client's execution of their IT strategy through the implementation of continuous improvements that align with the needs of the client's business.
7. Assisted the client's IT executives and other senior management as appropriate in their planning activities as required.

Experience

7-10 Years

Level

Senior

Education

Bachelors In Business

Description :

1. Responsible for global claims operations for Private Risk Services. Managing relationships with operational client personnel - those directly involved with the client's presence.
2. Responsible for building a portfolio, driving revenues within the assigned account scope by being the owner of the entire Opportunity Management cycle.
3. Identifying business opportunities, selling concepts to the client where required and influencing the client to give additional business based on demonstrated capability and past performance.
4. Conduct research as well as competitor analysis, as well as conducting client presentations, estimation efforts and proposals and negotiations.
5. Assuring the client of the commitment and driving the delivery process by working collaboratively with the Delivery Managers in the Business Unit.
6. Create value and differentiated propositions/ solutions in response to RFIs/ RFPs. Do client presentations, due diligence and transitioning activities in new engagements Translate business and system needs into technical system solutions.
7. Manage a portfolio of accounts to meet agreed revenue targets. Provide necessary input for building future alliances with relevant product vendors Account Planning and Governance.

Experience

7-10 Years

Level

Senior

Education

Masters of Science

Description :

1. Lead day to day Aruba wireless program at Microsoft from project work to operational investigations.
2. Head of the internal Project Management Office, including managing contract PMs.
3. Work cooperatively with the Aruba Client Director to turn the account strategy into executable tactics that satisfy the client and grow the account.
4. Successfully managed 3rd part vendors as subcontractors on the project. Single point of contact for Microsoft IT Engineering, Project Management, Implementation on Aruba resources, and coordinate them on efforts ranging from OS release paths to day-to-day operations work.
5. From the ground up, created a simple and nimble project process used to implement full upgrades or redesigns of the buildings WLAN system, including templates, deliverables, and documentation - Spearheaded strategic communication pathways.
6. Implemented simple and clear weekly written communications to accurately report on the status and quantify the day to day operational work resident engineers provide.
7. Executed seven-building upgrades to 802.11AC standard over a five-month period, from Define to Close; Managed the PMO for an additional 35 upgrades during a six month period on budget and to complete customer specifications - Familiar with WLAN terminology, technology, standards, and equipment of enterprise 802.11 wireless networks such as controllers and access points, as well as implementation process.

Experience

7-10 Years

Level

Senior

Education

Bachelor of Arts

Description :

1. Responsible for managing and providing production support for ITSM/ESC applications (hosted on Service Now), ITSC application and its integrating DataPower application in a 24x7 model Provide Strategic and Architectural guidance and work in an agile model for all applications which are design/build by the development team.
2. Responsible for planning, estimating, designing and leading the end to end support effort Determining detail root cause analysis (RCAs) for all issues and updating knowledge bases to further improve MTTR, working with process/development teams to ensure all identified issues are tracked to closure.
3. Leading the ServiceNow version upgrade efforts Responsible for managing the infrastructure components for all applications across all the environments (dev, test, prod) Managing the code and SSL certificate base for all support applications under the program.
4. Responsible for the incident, problem, knowledge, change and release management of all the applications Managing and guiding a team of onsite/offshore resources in their day to day production support (incident/problem) and change/release management activities Providing technical solutions to the issues faced by the development/production support team.
5. Providing regular updates to all stakeholders on project status, issues and risks Working across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition, and Service Operations.
6. Deliver critical transaction forecasts to outsource vendor for capacity planning
7. Readiness planning across all reliant support teams to ensure successful transaction processing

Experience

7-10 Years

Level

Senior

Education

Bachelors of Science

Description :

1. Responsible for providing a portfolio of IT, software, and technology services that meet the needs of clients.
2. Also in charge of ensuring that the services delivered for advanced technologies and solutions were done with a professional, honest and personalized approach to service delivery.
3. Directly responsible for the management and maintenance of Cloud (SaaS) software enterprise environments via various ticket trackings systems such as Salesforce, JIRA, Opsmart, PeopleSoft and SharePoint.
4. Lead project management team on several multi-million dollar onboarding migration projects for Blackboard software upgrades and cutover installations to the Cloud or within the company's hosted datacenters.
5. Performed regular system audits & analysis for infrastructure scalability, optimal performance, and growth per ITIL Standards.
6. Maintained a 99.99% SLA stability and high performance for applications via UNIX, Windows, and ORACLE, MS SQL while using PL/SQL and SQLPLUS to develop quires and generate reports.
7. Required to develop, design and maintain both client-facing and internally distributed documents and reports Also required to provide training to both internal and external stakeholders on subject matter topics and projects.

Experience

10+ Years

Level

Management

Education

Masters of Science

Description :

1. Ensure that service levels are achieved in line with contracts and that customers' expectations are met or exceeded.
2. The ultimate responsibility for ownership of all customer's incidents or logged service requests; Track the incidents to a conclusion in line with SLAs and quality standards;
3. Manage critical customer incidents, associated with customer communication, activities and any appropriate escalations; Provide information about incidents analysis and KPIs.
4. Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality, and processes; Provide management and performance reports.
5. Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems.
6. Ensure that practices and processes exist and when it is possible are standardized and repeatable.
7. Ensure that these ones are continually improving and produce business cases to support team activities. Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers.

Experience

10+ Years

Level

Management

Education

High School

Description :

1. Dedicated subject matter expert and training specialist for National and Major Accounts Client Service teams comprised of 350 employees.
2. Consultant and Service Delivery Manager to 3 business departments. Worked with internal technical support, various production departments, and additional Service centers.
3. Developed relationships and coordinated communication flow with Fortune 500 clients, medical vendors, universities, and internal HRIS Active / Payroll representatives.
4. Managed client relationships and COBRA accounts by conducting regular calls, client visits, monitoring and escalating risks as necessary and soliciting client feedback to ensure quality service.
5. Proactively created and implemented the Comprehensive and Re-Rate Annual Enrollment process for 120 National COBRA Accounts.
6. Developed the training curriculum, aids, and materials to instruct benefit account specialists in client service; helped to promote awareness of roles and responsibilities for every specialist while assisting then to deliver service excellence.
7. Participated in an analysis discussion to ensure the provision requirements match the technical specification for the client's ongoing delivery of quality service. Provided individual learning opportunities consisting of knowledge, skills, and tools to deliver quality service.

Experience

7-10 Years

Level

Senior

Education

Masters of Business Administration

Description :

1. Drove delivery and execution from transition-state to steady-state support from Account Team perspective.
2. Worked to introduce IBM processes and procedures to a new customer as we moved into the steady-state support model with the global delivery teams.
3. Collaborated directly with the customer, receiving requirements for new and existing services.
4. Managed service delivery for various towers including, Wintel, Unix, VMware, Citrix, Distributed Database, Middleware, Security, Compliance, and Administrative processes, implementing processes into the existing customer environment.
5. Oversaw tower-specific incident and change management requests, integrating incident and change processes into customer-owned processes, providing for improved efficiencies in handling of incident and change tickets.
6. Performed administrative tasks required for the customer, IBM Project Office, IBM Project Executive, and IBM Delivery Project Executive, using Microsoft Office, providing data and reports, clarifying account standing in meeting service-level agreements and saving thousands of dollars in potential SLA penalties.
7. Created and maintained server inventory using corporate inventory tool, assisting with movement from old inventory to new inventory tool in 2013, maintaining a population of 4,000 servers for 2 supported accounts.
8. Oversaw completion of inventory data, the increasing percentage from 58% to 100% during 2015.

Experience

7-10 Years

Level

Senior

Education

Masters of Business Administration

Description :

1. Results-driven IT manager with extensive experience in technology services delivery, process review, and continuous improvement to meet service level agreements and objectives while adapting to ever-changing business requirements of the client.
2. Managed delivery of managed network services, including Incident, Problem, and Change Management Processes, and Service Level Agreements.
3. Focus on delivering quality service and client satisfaction in complex environments.
4. Reduced controllable unplanned infrastructure outages by more than 80% (from 18 per month average to 3.3 per month average) over a 4-year span using a 3-pronged approach to service improvement by analyzing root cause data, identifying gaps in process, education, and training, and implementing corrective actions.
5. Merged multiple sources of asset management data into a single database, integrating within the ticketing system to allow correlative reporting of issue and change-related events on a per device basis.
6. Added benefits included patch and reboot schedule management. Managed service level agreement (SLA) metrics for various multi-million dollar infrastructure support contracts and lead teams to improve performance by establishing weekly internal and client-facing status and issue meetings on a team-by-team basis, as required.
7. Supported disaster recovery planning and exercises from both managerial and technical standpoints.

Experience

10+ Years

Level

Management

Education

Bachelor's

Description :

1. Responsible for all IT Service Delivery and production support to BAE System's Platform Solutions sector with 4,500 employees at 5 sites, managing a $20M IT budget.
2. Implemented and managed multiple infrastructure environments for Oracle E-Business Suite which supported multiple sector businesses and organizations.
3. Established an Oracle E-Business production support environment for 24x7 engineering and manufacturing environment maintaining a 99.9% uptime SLA.
4. Managed a virtual and diverse team of 62 IT staff at 5 locations across the US with skills in database administration, programming, networking, server administration, data center management, security, PC desktop support, and helpdesk operations.
5. Developed extensive processes and procedures to significantly reduce downtime during system upgrades and maintenance periods along with implementing monitoring tools and techniques in support of production systems.
6. Led sector IT team in acceptance of corporate enterprise IT vision and strategy resulting in a unified team and streamlined IT processes.
7. Drove process change in desktop services, help desk, database support, production system support resulting in streamlined processes and automation to reduce staffing needs, increasing availability and system uptime.
8. Implemented DR fail-over site for critical business systems including Oracle ERP and Engineering PDM systems.

Experience

10+ Years

Level

Management

Education

Certificate

Description :

1. Provided and coordinated work projects with On-going Clients in implementing client-specific plan designs in conjunction with the capacity and functionality of Health & Welfare Service Engine Automation Systems.
2. Analyzed Client needs and formulated those needs into the project plan then identified issues modification, resolutions to keep work on schedule.
3. Provide efficient work by identifying potential systematic problems that impede client satisfaction such as validation errors and systemic errors in a timely manner.
4. Chair weekly client meetings in solving potential client issues.
5. Forecast potential benefits, problems, and trends to clients and associates to keep team quality goals in world-class initiates.
6. Train clients in the implementation of ADP Products such as Enterprise Payroll/HR Platforms as the source data system and Health / Welfare Service Engine and promote strategies that would drive to cost savings and efficiency.
7. Dealt directly with clients and internal departments to resolve all issues and initiated corrective actions designed to meet/exceed business objectives while maintaining high customer service quality ratings (7 client scores of 100) Responsible for assisting and training ADP Associates in resolving client and systematic issues.

Experience

10+ Years

Level

Management

Education

Certification

Description :

1. Providing database management and 24x7 support for 100s of databases ranging in size from several GB to multi-terabyte OLTP and DSS systems varying from Oracle 7 to 11g, SQL Server 2005/2008 on Unix/AIX/Linux/Wintel, in production/development/test environments.
2. Responsible for meeting Service Quality, Service Level Agreements, planning for growth, overseeing Incident/Problem and Change management, project management, proactive monitoring, process enforcement, process improvement, resource management, security standards.
3. Managing DBA teams in offshore delivery centers, leading them and providing oversight in day to day operational issues.
4. Work with cross-functional support teams for the platform, storage, backup, networking, etc. for solution design, implementation, troubleshooting of operational issues, incidents, etc.
5. Manage deployments involving new build planning, architecting physical/logical database design, SAN storage architecture, Oracle software installation, creation/configuration of databases, Net8 configuration, schema build, database security, backup solutions, monitoring solutions, HA solutions and Disaster Recovery solutions.
6. Administration activities include responding to alerts/trouble tickets, managing database capacity, backups/recovery, performance, tuning, patching, upgrades, quarterly CPUs, security patches, cloning.
7. Perform one on one weekly coaching session with tier one staff directly relating to improving the quality of our delivered services.

Experience

10+ Years

Level

Consultant

Education

Bachelors of Science

Description :

1. Managed service delivery team resources to meet obligations, metrics, and SLAs in contracts across full-range of required functions, including incident, problem, change, controls, reports, service request, and production processing.
2. Also responsible for the team onboarding and training, and ensuring coverage as required.
3. Monitored individual performance and provide guidance, training, development and escalations support.
4. Increased individual productivity by 50% and decreased duplication of efforts among team members working on some issues, diverting focus to other critical issues, by creating 'Daily Tasks & Duties Schedule' with the team providing structure and direction for day-to-day operational support of the business.
5. Revised Escalation Support Procedures, exceeding SLA for critical client needs that operated 24/7/365.
6. Negotiated support process allowing the client to have basic operational support 24/7/365, including direct contact with the leadership team in event of system issue after business hours, as well as provide minimal file/system monitoring/ support on weekends and holidays.
7. Analyzed risks related to monthly system maintenance, changes needed/ scheduled for a production environment, removal of services no longer required and installation of new services, fixes, patches, upgrades as needed or suggested by UNIX team or Network Services.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Manage resource allocation and staffing requirements, which includes training, mentorship, performance reviews, and rewards and recognition Build and maintain positive work relationships with managers and employees to guarantee seamless delivery of outsourced services.
2. Keenly track and handle XL Catlin's satisfaction with outsourced services vendor.
3. Directed numerous multidisciplinary teams in developing and delivering several global projects.
4. Built trust relationship with chief information officers and senior vice presidents; and presided over monthly reviews on availability management along with bi-weekly discussions on the incident, problem, demand, and capacity management.
5. Led a highly dedicated team in innovating and delivering CSI and financial savings to the client, including automation and shift-left strategies Developed effective partnership with Delivery Management Team in India, Mexico, United Kingdom, and the United States-based delivery centers that led to significant improvement in communications and collaboration for end-to-end global support across service delivery centers.
6. Established a reputation for continuously meeting and surpassing contractual service-level agreements.
7. Initiated efforts in implementing the problem management program that drove stability within the enterprise.

Experience

10+ Years

Level

Management

Education

Bachelor Of Engineering

Description :

1. Increased monthly usage on Cloud Service Customers by over 50% through pristine onboarding, customer architecture optimal design and business needs review.
2. Within the first 12 months, reduced mean time to repair intervals by 33% on high severity incidents creating faster incident notifications and being a primary point of contact during escalations and after business hours.
3. Consistently receive customer satisfaction score greater than 90% on all customers exceeding $500k or more of billing.
4. Improved Net Promoter Score (measures the willingness of customers to recommend a company's products or services) by 20%.
5. Created and managed an email marketing campaign to over 1,000 employees/customers, generating over 71% response with positive communications promoting interaction between Verizon and customers.
6. Streamlined entire customer on-boarding experience reducing implementation process times by 12%.
7. Reviewed customer's business objectives, proactively engaging with them in an operational relationship facilitating improvements to operational processes and procedures and adopting industry best practices.
8. Worked and managed a cross-functional team project which facilitated sharing of critical data encouraging transparency between operations, client services, and customers.

Experience

10+ Years

Level

Management

Education

Bachelor of Arts

Description :

1. Successfully manage multiple, competing for cross-functional projects simultaneously through to completion.
2. Develop and maintain resource capacity plans that help determines resource constraints while working in collaboration with management to avoid project bottlenecks.
3. Partner with Engineering and Product Management to finalize the details of the release schedule and work with the operations staff to proactively identify maintenance windows and resources.
4. Serve in an internal consultant role within the technology and business groups tasked with re-engineering technical processes to drive increased efficiency.
5. Provide hands-on project management leadership during the analysis, design, development, testing, implementation and post-implementation phases of new customer environments.
6. Lead the project planning process, prioritizing the work needing to be completed against the capacity and capability of the project team.
7. Effectively delivered projects and products using the appropriate agile project management methodology, learning, and iterating frequency to obtain the desired outcome.
8. Maintain accountability for the management of multiple IT Projects tasked with increasing operational efficiencies and focused on achieving strategic organizational objectives.

Experience

7-10 Years

Level

Senior

Education

Bachelors of Science

Description :

1. Served as the primary contact for multiple infrastructures managed services clients across the Healthcare, Insurance and Retail space with annual revenues ranging from $450K to $10M.
2. Ensured timely delivery of services spanning open systems, mainframe, midrange, network, storage, and virtual enterprise-level infrastructure services.
3. Engaged with client stakeholders to ensure the attainment of customer expectations, requirements, and client service metrics.
4. Managed delivery of enterprise-level infrastructure services to clients with open systems, mainframe, and midrange servers in 7 data centers globally across US, Europe, and Asia.
5. Established all processes from the ground up to enhance interfacing and communication capabilities between business units and Wipro; improved transparency of client expectations and timelines.
6. Migrated racks of servers and mainframe into facilities for a client under accelerated timeframe while coordinating data center, project management, network and hardware resources.
7. Assumed oversight of deteriorating accounts due to poor service delivery; reestablished productive relationship over 6 months saving client valued at over $800K annually.
8. Organized the transition of new accounts into a leveraged environment.

Experience

5-7 Years

Level

Executive

Education

Associates

Description :

1. Managed sales support & service strategies across various internal channels to drive wholesale revenue growth from key accounts.
2. Promoted Verizon's service excellence by exceeding customer service order expectations and ensuring customer confidence in Verizon's on-time delivery.
3. Led and coordinated service delivery solutions to achieve year-over-year product and revenue growth with significant gross margin contributions on multiple accounts.
4. Managed project expectations, coordinated product enhancements and held accountable for consistently meeting the customer delivery deadlines.
5. Facilitated monthly metric reporting and service reviews with the customer and internal executives, highlighting provisioning and service assurance performance.
6. Drove improvements within the customer experience by resolving customer billing and collection issues and managing post-sale service escalations and proactive action with Verizon's internal partnerships.
7. Assisted with the automation of back-office processes through auto-reports and web tool access resulting in improved efficiency and more customer-facing activity.
8. Subject Matter Expert for MPLS, Data Center, Voice Solutions, Managed Services, and Enterprise CPE.

Experience

7-10 Years

Level

Senior

Education

Bachelor of Arts

Description :

1. Tasked with managing a 25 person staff at 6 customer locations throughout the United States.
2. Responsible for service delivery in desktop support, network and server administration, project management, database administration, and data storage solutions.
3. Established service level agreements (SLA), policies, standards, and reporting metrics to measure operational effectiveness and implemented solutions for eliminating deficiencies.
4. Designed and led implementation and control efforts for Pfizer's North American Remote Management Solution.
5. Coordinated and directed cross-organizational teams in defining and supporting business improvement strategies to provide maximum reliability and customer service.
6. Developed and implemented a cross-training program for all Network Operations Center team members.
7. The program resulted in the elimination of scheduled overtime and annual cost savings of over $300 thousand dollars.

Experience

7-10 Years

Level

Senior

Education

Masters of Business Administration

Description :

1. Oversaw task delegation and performance management for 23 direct reports, as well as handling customer satisfaction metrics and team budget.
2. Negotiated and managed contracts, led customer meetings complete with specialized reports on performance metrics, and conducted performance reviews and year-end appraisals.
3. Addressed and resolved customer escalations and complaints and collaborated closely with the marketing team securing new and expanded business.
4. Maintained low overtime expenses through modification of resource scheduling, as well as providing additional training.
5. Presided over-optimized customer satisfaction levels through the development of specific communication guidelines including management escalation process engaging customer at the close of the service call, as well as enhancing overall customer communication.
6. Reduced expenses 20% facilitating achievement of a budget challenge by revamping out of town training schedules for employees decreasing travel expenses and modification of team meeting process reducing travel.
7. Secured multi-year $25M contract renewal with the large financial customers by communicating value-added portfolio vs. cost, as well as mitigating risk for customer vs.

Experience

10+ Years

Level

Consultant

Education

Bachelors of Science