Senior Director IT Service Operations Resume

SUMMARY

Highly influential, resourceful, and dynamic IT leader with a proven track record realizing business value with enabling technologies. Extensive experience creating strategic and tactical plans, building winning teams, successfully delivering transformational IT programs, and achieving cost savings along with process, system, and service improvements. Passionate about winning the right way and providing exceptional customer service.
IT Leadership Visioning/Strategic Planning Tactical Planning
Portfolio Planning/Roadmapping Performance Management Goal Setting
Skill Mapping and Planning Professional Development Team Building
IT Management Staff Recruitment/Supervision Interpersonal Relations
Program Management/Delivery Project Management/Delivery Portfolio Management
Customer Relationship Management Business Relationships Business Partnership
Stakeholder Management Conflict Management Negotiation
Financial Planning and Forecasting Cost Management and Reductions Budgeting
Supplier Governance Vendor Relationship Management Contracts, RFIs, RFPs

PROFESSIONAL EXPERIENCE

Confidential

Senior Director IT Service Operations

Responsibilities:

Successfully drove strategic and tactical planning, road mapping, target setting, performance achievement, supplier governance, contract management, service desk operations, and continuous improvement of service delivery, while managing a $90 million annual budget.
Drove operational results, met all target metrics and SLAs, and produced operational scorecards, through highly effective outsourcing and governance.
Led the transition to new strategic service partners, banking over $5 million in annual cost savings, while introducing automation, chat bots, and self - healing solutions, by negotiating and monitoring service agreements and vendor contracts.
Led business application stabilization teams, realizing $1.8 million in one-time cost savings, while simultaneously reducing business and user impacts, by fostering strong cross-functional relationships.
Led program to successfully eradicate 40% of incidents in one year by advocating for the business, then inspiring and motivating others to achieve results through exceptional teamwork.
Led security patching to remediate over 100,000 end-user device vulnerabilities by demonstrating a strong sense of urgency to protect company data and improve cybersecurity protections.
Led a program to increase our customer satisfaction survey response rate by 150%, and improve customer satisfaction by 15%, by articulating the rationale for change and serving as an unwavering role model for outstanding customer service.

Director of Business Intelligence

Confidential

Responsibilities:

Developed annual BI data and analytics strategies, tactical plans, department plans, and roadmaps by contributing to compelling business cases and cost/benefit analyses.
Built a global center of excellence to provide information content management, ETL tools, KPIs, and dashboards, demonstrating an entrepreneurial spirit and a data driven mindset.
Successfully delivered a multimillion-dollar annual portfolio of strategic data initiatives by leading highly effective cross-functional teams of business leads, internal staff, consultants, and partners.
Led the outsourcing of operational support services for the company’s global BI, data, and analytics systems, banking several million dollars in annual cost savings, while enabling the team to better adapt, act more quickly, and function more effectively in a fast-paced, dynamic environment.
Globalized the company’s advanced analytics capabilities to drive top-line growth, by creating convincing proposals and compelling presentations on the need for expanded insights and analytics.
Introduced data governance, data management, and data lifecycle management programs, demonstrating excellent communication and salesmanship skills, simplifying technical messages to influence opinions, garnering support, and initiating actions.
Successfully integrated the BI, Data and Analytics teams after a major acquisition, creating one of the most highly engaged teams within the IT organization, through effective organization design, team building, and people development.
In parallel, led the initial integration of the MillerCoors business acquisition, enabling $500 million USD in annual cost saving synergies, by prioritizing to meet deadlines, exhibiting sound judgment, making timely decisions, working under pressure, and demonstrating a positive can-do attitude.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship