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Service Delivery Manager Resume

WA

SUMMARY:

  • Plan and manage multimillion - dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.
  • Produced high-quality deliverables that meet or exceed timeline and budgetary targets.
  • Defined processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project specifics and business goals, creating detailed project road maps, plans, schedules and work breakdown structures.
  • Instrumental in coordinating requirements gathering sessions with business/users, translating business needs into technical specifications, and communicating technical challenges to the business to negotiate alternate solutions when needed.
  • Coordinate and lead Hybrid cloud development efforts of multiple teams (local and remote) to complete project deliverables.
  • Implementing Scrum methodology; projects divided into multiple sprints until completion is met.
  • Oversee and actively participate in all aspects of project phases from requirements gathering to deployment, while maintaining momentum through completion of the project.
  • Skilled in Service delivery, Service Engineering and Support Operations including ITIL, Cloud Disaster Recovery/ Confidential, change/release/incident/Problem management and Lift and Shift Workloads.
  • Accomplished communicator, trainer, and project leader skilled at establishing collaborative relationships across functions to drive cohesive, strategic operations.
  • Voice of customer driving improvements in Azure platform.
  • Played essential role in datacenter migration, hardware upgrades and multiple parallel release/deployments with minimum downtime to exceed time to market targets.
  • Enhanced service availability by 99% by driving service performance initiatives and business continuity plan upstream. Raised customer satisfaction by 90% by reducing page load time to less than 3 secs.
  • Cloud migration with 250K savings in hardware budget for Confidential .
  • Effectively managed over $2M vendor budget and ensured 24/7 coverage by initiating onsite and offshore model.
  • Secured over 40% customer satisfaction and saved over $600K by vendor consolidation, effective KB articles, automation, and streamlining Tier1, 2, 3 processes for Confidential ’s Confidential services.
  • Introduced ‘Shift-left’ strategy to orchestrate $100K savings by moving about 80% of the incident to Tier1.
  • Improved time to resolution by 40% by driving predictive monitoring, instrumentation, and enhanced event logging.
  • Managed incident/Problem management and eliminated over 80% of Incident tickets for Confidential critical online services by introducing ‘Self-Healing’ capabilities for common problems.
  • Voice of customer driving improvements in Azure platform - Part of CSS (Customer support services)

TECHNICAL PROFICIENCIES:

SAFe, Agile/Scrum, Kanban, XP, Software Development life cycle (SDLC), Information Technology Infrastructure Library (ITIL), Cloud Computing, DevOps, Structured query language (SQL), TFS, ITSM, Object Oriented Programming concepts (OOPS)

PROFESSIONAL EXPERIENCE:

Service Delivery Manager

Confidential, WA

Responsibilities:

  • As Service Delivery Manager working on contract for Confidential Developer Division providing infrastructure support with 10 member team.
  • Drive the day-to-day operations of the team at Confidential to ensure SLAs are met or exceeded,
  • Build positive and productive working relationships with client.
  • Oversee daily activities of the delivery team and provide direction and guidance as needed.
  • Serve as primary contact for client inquiries and concerns.
  • Develop process improvements to achieve cost effectiveness and time saving.

Technical Project Manager

Confidential, WA

Responsibilities:

  • Oversee Projects across all phases of development.
  • Monitor workflow and make timeline adjustments as needed.
  • Collaborate with development to plan project sprints.
  • Develop status reports, cost estimation, and resource plans.
  • Set and adjust project milestones.

Sr. Program Manager

Confidential, Redmond, WA

Responsibilities:

  • Provided technical and managerial oversight for capacity operations and improvements in Azure platform.
  • Ensured timely and accurate incident management to achieve complete customer satisfaction.
  • Analyzed customer requirements and Performed data analysis to identify patterns and root-cause for releases.
  • Effectively collaborated with Azure engineering teams to implement improvements in Azure platform.

Project Manager

Confidential, WA

Responsibilities:

  • Designed, and deployed product support strategy for the Hybrid cloud product utilizing scalable Agile/Scrum methodology.
  • Interfaced and collaborated with scrum teams, product management teams, feature architects, and product owners to achieve on-time deliverables in alignment with client and organizational requirements.

Confidential

Principal IT Service Engineering Manager

Responsibilities:

  • Headed Service Engineering team consisting of 10 employees and over 30 vendors for Confidential Product Activation and Download services.
  • Spearheaded development and implementation of scalability and operability features to meet SLA targets and maintain complete SOX compliance.
  • Successfully led virtual team for Cloud Transition Project for Confidential IT services.
  • Effectively managed cloud disaster recovery, test in production environments, and lift and shift workloads.

Sr. Lead Eng. Service Engineer

Confidential, Redmond, WA

Responsibilities:

  • Oversaw operations of Service Engineering team for Confidential and Subscription Services.
  • Ensured operational maturity by supervising critical launch readiness, service transition to Cloud (Azure), business continuity planning, vendor optimization, hardware optimization, and building/managing infrastructure capabilities.
  • Directed projects aimed at scalability, instrumentation and monitoring.

Engineering/Group Manager

Confidential, Redmond, WA

Responsibilities:

  • Led team of Senior Engineers, Lead Engineer(s) and Program Managers to deliver service engineering support, budgeting and forecasting for hardware, and vendor management for Confidential Windows phone services.
  • Held complete accountability for predictive monitoring and self-healing, network security using Network Security Model ( Confidential ), and Business Continuity Planning ( Confidential ).
  • Oversaw implementation of features to attain Business SLAs up to 99.99% perceived availability.

Lead Operations Engineer

Confidential, Redmond, WA

Responsibilities:

  • Formed and managed engineering team from ground up and owned incident management, service management, release and change management, capacity management, problem management, and Tier-2 /Tier-3 level Service Engineering support for Windows live Mobile, Windows live Alerts, and MSN Direct.
  • Successfully managed project for Infrastructure readiness for critical launches.
  • Increased visibility for all business stakeholders and developers, improved process, and secured customer satisfaction by establishing and enforcing daily reporting dashboard on Service reliability (Transition Monitoring Framework).

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