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Service Delivery Manager Resume

SUMMARY:

  • Highly effective IT Manager with expert proficiency in globally distributed models. Excellent communication skills both verbal and written. Successfully transitioned off - shore operations for IT & ITES organizations. Experience in ITES and IT services companies building and managing large teams. Experience in business development, sales and pursuits. Comfortable interacting with senior executives to demonstrate the business value of solution offerings.
  • Experience of handling roles like Engagement Manager, S e rvice Delivery Manager , Practice Director, Transformation Manager and team member. Managed teams ranging from 3-250+ resources across locations and different time zones.

SPECIALTIES:

Sales, Pursuits, Client Management, Business Development, Business Strategies, Solution Design, Dev Ops, COE’s, Project Management, Implementations, Global Delivery & Off-shore Transitions Sector

EXPERTISE:

Retail, Energy/Utility, Telecom, Manufacturing and Transportation

RELEVANT EXPERIENCE:

Confidential

Service Delivery Manager

Responsibilities:

  • Developed the sales strategy and designed the solution that resulted in a successfully implemented client solution of a fully functional TCoE.
  • Managed the $5M+ budget with an additional 1M+ of revenue in first year from growth.
  • Responsible for the business development and led the start-up of Testing Center of Excellence including an onshore team of 15 consultants and 26 offshore consultants including the Automation and Performance Strategy for the enterprise.
  • Maintained executive level client relationships to drive services growth and customer satisfaction improvements
  • Governance/Organizational Change Management (OCM) responsibilities
  • Led a team of high-performing managers as well as individual contributors who were always finding creative ways to deliver innovative ideas to our clients.

Account Executive

Confidential

Responsibilities:

  • Responsiblie for business development and client relationship management
  • Develop/Maintain relationships with key strategic partnerships
  • Working with clients to design, develop and deploy scalable solutions that address needs unique to their business and industry.

Practice Director

Confidential

Responsibilities:

  • Global Delivery oversight for the 100 onshore consultants and 150+ globally distributed consultants of the Managed Testing Practice for the South Central Region
  • Responsible for budgets the first year of 3.5M and last year budget of 13.5M
  • Drove organization strategy and capability built out for the Managed Testing Practice, which resulted in improved and proven processes, delivery tools, best practices, deliverable models, checklists and templates aligned with industry leading testing methods and process
  • Lead all testing pursuits and responsible for answering RFP’s for testing
  • Responsible for the delivery of numerous projects.
  • Required to bill 50% of my time (which is listed below)
  • Worked with the various TLI’s on pursuits as well as the pursuit factory
  • Continuous growth of the Testing Practice from 7 consultants year 1 to 250+ consultants in year 7
  • Elite Member of Confidential

Confidential

Project Process Improvement Manager

Responsibilities:

  • Responsible for continuous processes improvement on a 40M, 4 year project.
  • Assured application development policies, processes and procedures were followed and performance and project metrics were being captured and reported for the CIO and Confidential . Implemented TFS 2013 and MTM 2013.
  • Managed and measure results of a team of 10 onshore and 30 offshore testing consultants.

Environment: TFS, Agile

UAT Service Delivery Manager

Confidential

Responsibilities:

  • Oversight of a UAT Managed Testing Services Team consisting of 10 consultants both on and offshore.
  • Assuring that all the processes were in place and that the project was completed on time and within budget.
  • Worked with the IT Directors and the business to assure that UAT went as expected for the new POS System that was implemented in January 2014

Environment: POS, HPQC, Agile

SOX Compliance Manager

Confidential

Responsibilities:

  • Managed the merger of 2 large Consumer Staples organizations.
  • Responsible for IT SOX controls, policies and procedures. Including reviewing their current Controls, Policies and Procedures identifying gaps and updating all policies and procedures as they relate to SOX IT-404.
  • Assisted in implementation and socialization of all policies, procedures and controls.
  • Continuing quarterly monitoring and testing/validation of controls that were put in place.

Environment: POS, HPQC, Agile

SOX Compliance Manager

Confidential

Responsibilities:

  • Responsible for the SOX IT-404 controls, policies and procedures. Including reviewing their current controls, policies and procedures identifying gaps and updating all policies and procedures as they relate to SOX IT-404. Assisted in implementation and socialization of all policies, procedures and controls.
  • Continuing quarterly monitoring and testing/validation of controls

UAT Service Delivery Manager

Confidential

Responsibilities:

  • Oversight and managed a UAT Managed Testing Services Team of 1 UAT Manager and 15 consultants both on and offshore.
  • Assured that all the processes were in place and that the project was completed on time and within budget.
  • Worked with the business to assure that UAT went as expected for the new POS System that was piloted in January 2014.

Environment: POS, Agile, TFS

SOX Compliance Manager

Confidential

Responsibilities:

  • Served as their internal auditor and conducted various preliminary audits for the IS department for SOX compliance and recommendations for controls when the company acquisitions.
  • Continuous quarterly monitoring and testing/validation of controls.

CMMi Lead Assessor

Confidential

Responsibilities:

  • Lead Assessor for a CMMi Assessment.
  • My team is responsible for assessing our client to achieve CMMi Level 2, this includes interviewing of approximately 30 IT employees, including but limited to the CIO, Directors, Managers, Testers and Developers.
  • These interviews will conclude what their process is, if it is documented and followed.
  • An Assessment Report will be delivered to the CIO will recommendations on how to achieve Level 2 and a Confidential on how to get there.
  • This will be followed up with an Implementation Plan that Confidential will be involved in to get them to their desired level.

Environment: TFS, POS, VSS

Data Center Move/QA Manager

Confidential

Responsibilities:

  • My team was responsible for documenting all test cases for the movement of over 300 applications.
  • This included discovery and documenting all of the process flows for each applications as well as producing test cases for each application in development, test and production.
  • We worked with the in fracture team that Accenture assembled to coordinate the movement of over 200 servers.
  • This included physical moves, physical to virtual (P2V) and virtual to virtual (V2V).
  • The move consisted of their North Dallas Data Center facility and Patriot Tower Data Center facility to move to their new managed Data Center in Irving. All of the deliverables were delivered on time and the project completed on time as well.

TPI Assessor

Confidential

Responsibilities:

  • This process includes assessing the client’s currently maturity level, accomplished by interviewing employees, reviewing documentation and standards and compiling all information for comparison to industry best practices.
  • The outcome of the assessment is an “As Is” document followed by a “ Confidential ” that is derived from the vision of the client’s management.
  • The final deliverable is a process improvement plan customized to help the client progress from their current state to their desired future state within a relevant timeframe.

Project Manager

Confidential

Responsibilities:

  • Responsible for the International IPOS release to over 3000 stores worldwide.
  • Overall responsible for all project plans, reporting, budget, conversions, vendor relations with gift card companies (domestic and international), developing relationships with all IT managers across the globe as well as the business owners.
  • Reporting to the Manager of IPOS.

Environment: POS, TFS, HPQC

TPI Assessor

Confidential

Responsibilities:

  • This process includes assessing the client’s currently maturity level, accomplished by interviewing employees, reviewing documentation and standards and compiling all information for comparison to industry best practices.
  • The outcome of the assessment is an “As Is” document followed by a “ Confidential ” that is derived from the vision of the client’s management.
  • The final deliverable is a process improvement plan customized to help the client progress from their current state to their desired future state within a relevant timeframe.

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