SUMMARY:

• International & multicultural Service Delivery Manager with a focus on business development, service quality, customer satisfaction, and engagement management.
• Proven track record of fostering successful international teams, providing quality service based on predictability, timeliness, and cost effectiveness meeting customer needs, resolving issues in initial stages, and executing implementations that maximize operational excellence.
• Innovative and motivational leadership characterized by maximizing breakthrough performance from teams and individuals, ensuring high productivity, efficiency, and effectiveness.
• Solid communications and a collaborative approach across an ample spectrum of stakeholders, supporting new business opportunities and success in delivering high impact results.
• Significant experience managing outsourced resources.

EXPERTISE AREA:

• Service Delivery
• Team Leadership/Development
• Training Facilitation
• IT Infrastructure/Governance
• Security
• Technical/IT Consultations
• Channel Enablement
• Change Management
• SLA/Vendor Management
• Systems audit
• Project Management
• Business Operations
• ITIL
• Budget/Forecast
• Business Results Analysis

PROFESSIONAL EXPERIENCE:

Confidential

Service Delivery Director

Responsibilities:

• Articulate and present KPI results/insights and analysis to internal and external clients by pulling data and reports to build slide decks to generate the story of the team’s monthly performance.
• Manage a group of team managers & engineers at different locations in the US, delivering Onboarding services for MS customers in North America and Confidential
• Drive performance and development of the delivery team by developing, implementing and maintaining performance metrics that drive overall team performance
• Ensure compliance with SLAs as stated in the Statemet of Work with Confidential
• Develop and implement program wide organization and governance processes
• Develop and implement processes and procedures
• Develop and implement approaches for the Team Leads and Mentors to achieve company - wide performance goal with training, mentoring and providing ongoing coaching to ensure the success of consultants
• Oversee onboarding new consultants and recognition programs.
• Plan and execute actions to improve the overall customer experience
• Handle escalated calls and customer complaints
• Manage timesheet, attendance and corrective action processes
• Reconciliation of invoicing and reporting.

Independent Advisor, Dallas, TX

Confidential

Responsibilities:

• Provided assistance in planning the onboarding Office 365 projects for different clients.
• Training employees and consultants in the use of Excel and Power BI tools to produce dashboards and business scorecards.
• Prepare meaningful reports using data gathered from IT operation assesments based on ITIL, using a Capability Maturity Model approach. Support assigned consultants in the presentation and substantiation of the corresponding reccomendations.

Confidential

Business Program Manager, Dallas, TX

Responsibilities:

• Led Confidential group to exceed expected operational results, providing technical assistance to company partners and customers, resulting in customer satisfaction indexes above 87% Very Satisfied, below budget cost per minute and financial results of approximately 15% above stated influenced revenue targets.
• Designed the dashboard and performed data analysis of Confidential customer services operational results covering delivery cost, people utilization, service usage, customer satisfaction, case wellness, influenced revenue; facilitating effective presentations to corporate service management team and leading improvement processes to the service delivery organization.
• Prepared, presented and managed the budgets and forecasts of the associated units.
• Spearheaded successful transformation of team interactions, deepening understanding of services portfolio and usage with Confidential subsidiaries and internal stakeholders as effective service practice, resulting in improved attention to Confidential local and US South Central district needs.
• Ensured compliance with Confidential Security policies, processes and procedures related with Privacy (PII).

Service Delivery Manager

Confidential, Dallas, TX

Responsibilities:

• Played a key role in team achievement of keeping delivery costs within parameters and maintaining contract/membership renewals with a rate above 90%.
• Developed team into highly-effective organization, implementing regular coaching/mentoring sessions and improving rates of adherence to company values and policies.
• Responsible for the selection and continuous management of third-party vendors supporting company service operations, resulting in increased quality of service and process compliance.

Professional Development Resource Manager

Confidential

Responsibilities:

• Directed staffing of projects across Americas, collaborating effectively with Engagement Managers and Service Executives to manage the consulting service opportunities pipeline, resulting in consistent maintenance above the 65% utilization index of consultants and successfully exceeding customer satisfaction targets.
• Implemented an employee reward program for Confidential consultants in Confidential, directed to recognize individual achievements in utilization, quality of deliverables and customer satisfaction as well as for the time spent out of their home base.

Senior Consultant

Confidential

Responsibilities:

• Project manager in multiple IT infrastructure consulting engagements based on Confidential technologies and solutions, including Data Centers, Security, Collaboration, Active Directory, Systems Management, Confidential System Center Operations Manager (event monitoring) and Software Distribution
• ITIL & Confidential Operations Framework assessor in different IT governance projects in the Confidential region, including Configuration, Change and Release Management
• Supported the entire sales and delivery life cycle for different projects related to IT Infrastructure, Operations and security.
• Active directory design and configuration to support identity access governance and security policies, including the implementation and distribution of client images and platform policies for different profiles of employees.
• Software distribution and updates ensuring compliance with legal software and standard platforms for different kind of users.
• System Center Operations Management (monitoring) implementations and reporting from security logs.
• Implemented risk management and vulnerability analysis by analyzing log files from monitoring systems and generating alerts related with unauthorized file access attemps or changes to security policies.
• Implemented the execution of random audit procedures to ensure the application of “need to know” policies.