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Senior Service Delivery Manager Resume

Thousand Oaks, CA

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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