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Sr. Service Manager Resume

Houston, TX


  • Dedicated, pragmatic and responsive senior Information technology program manager with a proven track record.
  • Creative and tenacious problem solver, who thrives on challenges, is calm under pressure and gets the job done.
  • Versatile, diligent and resourceful team player who possesses excellent interpersonal and communication skills.
  • Empowering servant leader and motivator, organized and thorough planner, and diplomatic negotiator dealing effectively across all levels of the organization.
  • Accustomed to a fast pace and multiple assignments, fulfills priorities and balances competing agendas while maintaining a strong business focus, delivering high quality systems and outstanding user satisfaction when managing complex projects.
  • Program / Project Management from project definition with stakeholders through deployment to closeout including: managing cross - functional teams, gathering requirements, cost/benefit analysis, scheduling and resource management, cost & risk analysis, scope management, stakeholder communications, budgeting, change management, procurement, contract administration, change control, staff development, and executive reporting.
  • IT Operations & Service Management: from plan to implementation including analysis of stakeholder needs, Requirements gathering, benchmarking, quantifying IT services, conducting internal audits, SLA (Service Level Agreement) assurance & facilitation; measuring processes against ITIL) INFRASTRUCTURE LIBRARY best practices/standards, ad hoc issue & change management, responsibility matrix, monitoring & process review, managing client expectations, and lessons learned.
  • IT Management: including identification of business needs/opportunities, internal consulting, analysis of available and emerging technology, legacy systems replacement and e-Business strategy, multi-company governance of shared resources, hardware and software integration, talent selection, systems installation, and management planning for asset protection and avoidance of obsolescence.
  • Strategic Technical Planning & Implementation: including needs assessment and analysis of current situation, identification of key individuals, consensus building, and selection and implementation of solutions.
  • Customer Relationship Building including understanding and defining customer needs, gathering business requirements, opportunity identification, marketing IT solutions, cost/benefit analysis, negotiating project authorization and funding, consulting, supporting web site services, and customer training.


Confidential, Houston, TX

Sr. Service Manager


  • Provided single point of contact between the client’s stakeholders and Confidential program management in the form of status reports for Confidential IT Operation, ad-hoc contact or other methods as required on a regular basis
  • Change Management contractually agreed upon Service Level Agreements/Key Performance Indicators asurance.
  • Ensured the communication between involved parties for end Service Management by
  • Developed, maintained and collaborated solutions to improve the overall delivery of the change Management and Information Technology Infrastructure Library processes to the internal and offshore teams, Confidential management and the client to not only assure customer satisfaction, but to build a culture on the account that “delights the customer”. This was accomplished by working as a “process and customer advocate” using servant leadership methodologies.
  • Contributed in the overall service improvement plan and process maturity/ improvement that aims at process improvements

Confidential, Austin, TX

Senior Service Integration manager


  • served as the US lead for Incident Management at John Wiley and Sons (educational publisher) as part of a newly outsourced client initiative to provide Information Technology Service Management (ITSM) expertise.
  • This program was the process of moving from transition to Confidential IT Operations/Transformation to bring stability and efficient processes to the client’s global business
  • Provided single point of contact between the client’s stakeholders and Confidential program management in the form of status reports for Confidential IT Operation, ad-hoc contact or other methods as required on a regular basis
  • Incident Management-owns the Incident Management Major Incident sub process during high priority major incidents that disrupt critical business services while working to restore service as quickly as possible within contractually agree upon SLA’s.
  • Ensured the communication between involved parties for end Service Management
  • Develop, maintain and collaborate solutions to improve the overall delivery of the Incident Management and other Information Technology Infrastructure Library (ITIL) processes to the internal offshore team, Confidential management and the client.
  • Contributed in the overall transition and transformation plan including but not limited to review of metrics, requirements gathering, stakeholder sessions and service level management targets in place along with reporting.

Confidential, Austin, TX

Global Process Owner


  • I served as a key member of the dynamic fast growing 100M€ Allynis Managed Services business, located in all regions;
  • Part of the managed solutions are highly critical for customers (99.99% availability required for enterprise customers and can heavily impact image in case of services breach; Indirect coordination of 4 Data Center Managers and 1 external Data Center.
  • Served as global Process owner for Information Technology Infrastructure Library (ITIL) availability management and was accountable for the effective design and implementation of the process by Datacenters managers’ business availability plans into their organization, in line with SLA committed with customers, in order to limit number of critical incidents and impacts. I ensured the existence of the plans, the audit and the tracking of the implementation progress, the global progress report to top management.
  • I ensure capitalization of incidents experience between Data Centers.
  • The Availability management process owner is the single point of contact on a global basis that is accountable for the design, reviews, implementation, who also works with managers of all functions to assure acceptance of the availability management process for all availability issues related to the scope of delivery of Allynis Managed Services and solutions regardless of the specific technologies involved for High Availability (HA 3 nines 99.9% up to 5 nines 99.999% applications and infrastructure).
  • The process owner provided training to process managers and other stakeholders as identified and requested. Additionally the process owner audits the process with the process managers to assure compliance, effectiveness and continuous improvement on a global basis.
  • The process owner was required to define and review appropriate process strategy to assure that it is still appropriate and make the required changes as identified and needed.
  • Weekly status reports via process owners meeting with program manager and Regular collaboration with process managers of the respective global regions to drive progress on results

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