Senior Service Delivery Manager Resume Thousand Oaks, CA - Hire IT People

SUMMARY:

He is an analytical, highly adaptable professional manager focused on enhancing IT service delivery management.
Skilled in aligning end - user needs with long-term resolutions to complex IT challenges.
Track record of success driving revenue growth and providing excellence to the customer experience.
Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive and organizational success.
He has extensive expertise in strategic and operational consultancies, current state assessments, gap analyses, and Lean Six Sigma.
Hands-on project management including support of full range of IT Service Management processes and solutions. Continually focused on applying best practices to detect, identify, mitigate, and resolve risks.
In-depth experience of all functions of the major IT service management tools (ITSM), such as ServiceNow® (System Administration trained), Remedy, HP SM9, and CA SD.

EXPERTISE AREA:

IT Service Management Value
Summary Customer Support
Client Relations Focused
Team Player
Help Desk Management
SDLC
Matrix Management
ITIL® Service Management
Problem Resolution
Relationship Building

TECHNOLOGY PROFICIENCIES:

Applications: Major Enterprise business applications such as CRM, SaaS, PaaS, ERP, EDM, EPIC, SAP, etc.

Databases: Confidential, MS SQL

OS / Software: MS Windows, MS Office, Office 365, LINUX, most Windows applications (Outlook, Visio, etc.).

Networks: TCP/IP, Active Directory, LDAP, DHCP, DMZ, VLAN, Apache Tomcat, etc.

Servers: HP, Confidential and Dell

CAREER PROGRESSION:

Confidential, Thousand Oaks, CA

Senior Service Delivery Manager

Responsibilities:

He successfully managed services for the Amgen Identity Management ( Confidential ) group which provides administration of digital identity of all users accessing Amgen’s global systems.
He quickly became an authority using the ServiceNow® ITSM system.
He provided value added processes with extensive hands on skills in all the ITSM functions including service requests, incidents, problems, change, release management and CMDB (asset management) updates.
He was accountable for all standard, normal and emergency changes/releases and participation in the weekly CAB and Release Management boards.
His significance in problem management included RCA documentation and Continual Service Improvement (CSI).
He reported well received operational metrics to management for all global environments including, capacity management, CMDB health, service improvement, and performance monitoring.
He’s owned all critical severity incidents and adherence to auditing requirements such as SOX, HIPAA and GPx.
He always focused on improving users and partners experience while emphasizing data security, availability, integrity, and optimal performance.
He continually improved the technical staff of twenty one (21) SME’s globally and on-site to ensure Customer success.
Provided substantial value to the initial implementation of ServiceNow® at Amgen.
His attention to Customer support excellence consistently exceeded all assigned SLA’s.
Successful implementation of Confidential and the Shared Access Password Management (SAPM) systems.
Contributed to successful move of all Confidential infrastructure systems to “ Confidential ” data center eco-system.

Confidential, Los Angeles, CA

Problem Manager

Responsibilities:

Provided problem life cycle functions consistently exceeding operational guidelines.
Consistently achieved 100% customer service management quality standards.
Achieved 2 years of significant reduction in mean time to resolve outstanding problems.

Confidential, Los Angeles, CA

Change Manager

Responsibilities:

Saved engineering labor costs by reducing unplanned outages 30%/year.
Transitioned manual Change Management process to Confidential Maximo Service Management System.

Confidential, Reston, VA

Principal Consultant

Responsibilities:

Served as ITIL SME, assessing data from 165+ VA sites to align IT with organization’s needs, mission, and priorities.
Defined ITIL model process workflows, roles, and related resources.
Developed IT performance measurement and implementation plans.

Confidential, Los Angeles, CA

Senior Support Manager

Responsibilities:

Ensured timely support delivery through onsite field services while directing 19 subject matter experts (SME).
Increased annual revenue to $38M and achieved significant cost savings by implementing ITIL best practices.

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Senior Service Delivery Manager Resume

Thousand Oaks, CA

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