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Service Delivery Manager Resume

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Lowell, MA

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SERVICE DELIVERY MANAGER

Organized and detail - oriented Service Delivery Manager with over 10 years of progressive accomplishments leading operations, logistics, and management initiatives. Able to prioritize and manage tasks effectively within a local and remote work environment. High aptitude for process improvement and service delivery workflow. Educated in business management, and supply chain concepts and theories.

CORE COMPETENCIES

• End-to-end Supply Chain • Data Mining and Root Cause Analysis • Start-up Operations

• Operations Management • Troubleshooting • Procedures Development

• Project Management • Change Management • Process Improvement

• Just-In-Time (JIT) • Multi-site Operations • Team Building

PROFESSIONAL EXPERIENCE

Confidential, Lowell MA

Service Delivery Manager

Responsibilities:

  • Remote position that managed and coordinated a team of 7 supervisors and 200+ remote technicians
  • Responsible for SOW contract negotiations with clients. Coordinating client requirements with internal system capabilities and resolution of incompatibilities.
  • Point of contact for partner companies’ (confidential) customer and executive escalations.
  • Manage departmental-wide budget, and COGS and SG&A for individual partner companies; Develop and track quarterly internal goals for revenue and contribution margin
  • Determine tactical and strategic labor forecasts of remote workforce and resolve variation between plans
  • Operations lead for on-boarding new partners: ensuring proper staffing, training, and system information access. Continuous monitoring of quality and timeliness of service delivery after implementation.
  • Maintain status updates of on-boarding client prioritization action items through resolution
  • Responsible for sourcing and timely delivery tracking of necessary equipment to hub cities throughout the continental U.S.
  • Intraday monitoring and reporting of CRM systems and SLA performance to each client; Data mining and root cause analysis of noncompliance issues.
  • Working knowledge of Verint, eResourcePlanner, and Workday software
  • Development of Daily Workflow Processes and Crisis Management protocols within system limitations and company guidelines.
  • Measure risks, impact, and goals of change management for Operations department.
  • Maintain Sharepoint 2010 content for internal and external clients.
  • Process improvement team lead: Analyzed and refined current processes, remove inefficiencies, established baselines and measurables for Operations department.
  • Experience with maintaining offshore relationship with Costa Rica office. Ensuring uniform service quality and timeliness, and resolution of inconsistencies through sharing of best practices.
  • Project Lead for companywide initiative to establish a Citrix work environment for remote employees. Point of contact for cross function workgroup Crit-issues.

Confidential, Frisco TX

Technical Care Supervisor

Responsibilities:

  • Interviewed and hired candidates for support positions
  • Conducted weekly meetings with senior leadership to report performance trends and analysis
  • Working knowledge of Samson, CMS, eSchedulePlanner applications
  • Reported and analyzed KPI metrics, and conducted ongoing process training to customer support vendors

Confidential , Houston TX

Research Assistant

Responsibilities:

  • Provided training to lab members, managed scheduling of personnel
  • sponsible for documenting, reviewing, and reporting data for manuscripts
  • Maintained laboratory samples inventories. In charge of research, purchase, and order of laboratory supplies and equipment.
  • Publications:
  • Pharmacodynamics of Polymyxin B against Pseudomonas aeruginosa Antimicrob. Agents Chemother. 2005
  • Comparative Pharmacodynamics of Gentamicin against Staphylococcus
  • aureus and Pseudomonas aeruginosa Antimicro. Agents Chemother. 2006 Aug
  • Modeling of microbial population responses to time-periodic concentrations of antimicrobial agents Ann Biomed Eng. 2007 Aug

Confidential

Software Support Supervisor

Responsibilities:

  • Contract-to-Perm position
  • Interviewed and hired candidates for support positions
  • Analyzed and reported department data to senior and operations management (AHT, ACW, OCR, SLA)
  • Conducted weekly video conferences between Plano, TX and Fredericksburg, VA support sites
  • Coordinated training of tax law and software utilization classes
  • Working knowledge of Avaya, Siebel, eRP applications
  • Six Sigma Green Belt training

Confidential

Software QA Testing Supervisor

Responsibilities:

  • Administrated weekly team meetings in Plano, TX and participated in daily remote conferences with San Diego, CA testers, programmers, and managers to report project issues, successes, and solutions
  • Encouraged cross-training and peer mentoring, and created team cohesion by involving team members in strategic planning and software rollouts
  • Managed scheduling of testing
  • Provided training on testing processes and Siebel issue tracking software

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