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Service Delivery Manager Resume

Arlington, VA

SUMMARY:

  • Experienced managed services and account management professional in information technology.
  • Planned and managed the migration of data center services from incumbent service providers to Confidential and global sites including managing IT infrastructure, program performance management, service levels, and data center operations.
  • Confidential managed, planned, executed and delivered a portfolio of projects serving as the liaison between senior leadership, vendors and internal stakeholders.
  • Managed Services with extensive Cloud responsibilities
  • IT Performance Management
  • Ensured compliance with Confidential standards, Fed RAMP, FAR and SOW requirements and completing change orders and ROM for change in scope requirements
  • Developed best practices for data center operations, logistics, inventory and supply management utilizing ITIL processes, LEAN manufacturing principles and Service Integration and Management (SIAM) and AGILE quality standards and methodologies
  • Optimized the value streams for data center operations to include all processes, steps and materials with the goal of streamlining operations for efficiency and continual process improvement

CORE COMPETENCIES:

Service delivery manager , account manager for account portfolio s in US and global data centers, Statement of Work contract creation and change order management. Identified and implemented opportunities to improve performance. Cloud managed services, Hybrid Cloud experience. Management consulting experience implementing solutions and enterprise applications (SAAS) in data centers.

PROFESSIONAL EXPERIENCE:

Service Delivery Manager

Confidential, Arlington, VA

Responsibilities:

  • Service Delivery Manager for a health care organization with multiple sites.
  • Decision re - engineering for IT Operations.
  • Driving IT transformation from current state to a defined future state, including the migration of Exchange.
  • Manage vendor relationships and partnering with vendors to achieve business transformation and meeting SLAs.
  • Vendor and contract management for multiple contracts and vendor relationships.

Senior Service Delivery Manager (SDM) and Team Lead

Confidential, Herndon, VA

Responsibilities:

  • Senior Service Delivery Manager, client account manager for an account portfolio which included company’s largest account and for a civilian federal account.
  • Responsible for data center operations in six sites for SOW compliance.
  • Managed services, asset and inventory management, program and project implementation.
  • Project management responsibility for multiple concurrent projects.
  • Contract negotiations with key affiliates and vendors, change orders and renewals.

Business Intelligence and Senior Business Analyst Functional Lead

Confidential, Herndon, VA

Responsibilities:

  • Senior lead for a $20M data warehousing, analytical and financial planning applications implementation
  • Developed customized training documents for client teams, trained client teams and briefed leads
  • Developed and priced follow-on change orders for application extensions and customizations

Director

Confidential

Responsibilities:

  • Consulting Director with a focus delivering Oracle enterprise applications for a portfolio of client accounts.
  • Federal Civilian and Public Sector accounts
  • Delivery of business solutions $4M on average in consulting services and change orders.

Corporate IT Enterprise Director

Confidential, Herndon, VA

Responsibilities:

  • Directed the strategy and delivery of enterprise financials globally to ensure continous financial operations
  • Coordinated contracts and renewals with key vendors globally
  • Directed a team of certified PMI certified Project Managers and projects in US and South America

Senior Manager

Confidential, Reston, VA

Responsibilities:

  • Managed the data and network operations center providing outsourcing and managed services for federal agencies including Confidential and Confidential . Major responsibilities included the business strategy, ops planning, build out and daily 7x24 ops support for these accounts. Interfaced with multiple internal teams to achieve CXO planning through vision and strategy.
  • Identified transformational initiatives to migrate 200 enterprise applications from multiple federal data centers into a hosted environment.
  • Planned and managed the migration of multiple enterprise applications into a central cloud hosting data center.

Director/Senior Manager

Confidential, McLean, VA

Responsibilities:

  • Established an East Coast geographic practice specializing in enterprise applications including supply chain management, inventory management (assets) and relationship management (CRM).
  • Developed opportunities through closure and delivery of services, driving $10M yearly in sustainable revenue.
  • Directed the Oracle Alliance with a pipeline of $125M yearly, working with partners to attain revenue goals, working with key outside vendors and internal sales teams
  • Managed practice P&L, responsible for direct hires and usage goals
  • Established and managed successful client and vendor relationships within commercial and federal civilian accounts

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