SUMMARY:

• A Senior Business Consultant of 17 years’ experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. Dedicated ITIL and Global Service Desk, Service Delivery Manager, thrives in dynamic, challenging and fast - paced professional environments.
• Assertive, passionate, and skilled in the development of service delivery & quality standards and has performed audits against standards.

TECHNICALSKILLS

• IT Service Management
• Service Strategy, Design, Transition, Operation and CSI
• ITIL Incident, Problem, Change, Release, Knowledge and Configuration
• Service Desk, Service Level Management (SLA)
• Organization Change Management and Transformation
• Operational Assessment and Manage Outsourcing
• Service Desk Transitions and Operations
• Resource Management and capacity planning
• SNOW, Remedy, HPSM, HPSD integration and deployment across ITSM principles

PROFESSIONAL EXPERIENCE:

Confidential, Portland OR

Associate General Manager

Responsibilities:

• Developed and delivered IT Services Management solutions based on ITIL best practices This includes all aspects of ITSM best practices and methods from analysis, through architecture and design, to planning, implementation, and support.
• Established and drove governance and ensured ITIL process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, and Service Delivery Managers across Service Providers.
• Manage and maintain a strong productive and collaborative relationships with the Service Providers across the environment. Manage and monitor as well report the Service Providers performance against the contracted and agreed service levels (SLM).
• Understand the business drivers, customer strategy and act as a face of the customer to the Service Providers.
• Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation.
• Published and analyze root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.
• Ensured Process Compliance, Adherence & Maintenance of Service Management Process & Tools.
• Handle Dispute Management & Escalation Management to ensure smooth Operations.
• Govern the Continual Service Improvement in conjunction with customer’s strategy and drive it across Service Providers.
• Track & Report CSIs across Service Providers.

Business Proces and Architecture Manager / IT Outsourcing Service Delivery Manager

Responsibilities:

• Implemented, integrated and enforced Governance processes for IT Service Providers to enable senior leadership understand Service Provider performance and proactively govern the delivery of services.
• Ensure goals established for the sourcing contracts and the organization were achieved.
• My Expertise required to apply comprehensive knowledge of the governance processes as it pertained to Business Process Technology (BPT) Service Providers including Performance Management, Contract/SLA management, Service Integration Management and Relationship Management. Accountable for Service Provider Performance Management, including escalation and SLA management.
• Conducted Operational assessment for Suppliers, performed cost/benefit analysis and identified value leakage by Service Providers. Implemented common tooling to integrate processes and data transparency across all service providers.
• Provides proactive guidance and advanced training to the BPT service delivery teams on governance processes.
• Mentored internal personnel in the knowledge and skills required for governing Service Providers.

Service Delivery Manager

Responsibilities:

• Instrumental in deploying ITIL Standards within the Change Management area across the SCE’s multi-vendor environment.
• Developed Change management processes, strategies, and conducted stakeholder and impact assessments.
• Communicated effectively to deliver Change strategies, build relationships, inspire stakeholder engagement, train staff and encourage cultural change at different operational levels.
• Manage successful delivery of change through governance and control of Change process.
• Chaired Change Advisory Board (CAB) meetings to review upcoming changes, ensuring mandatory reviews and approvals were performed.
• Performed assessment of risk and business continuity, Change impact, resource requirements and Change approval.
• Conducted extensive Change Management Process and Remedy Tool Training for IT Personnel, SCE Executives, Project Teams and Business Stakeholders.
• Responsible for generating reports for Executive Management which includes Daily Change report, Upcoming Changes FSC report, Change Management Trend report. Identified and led continuous improvements to ensure an efficient and effective Change process ensuring stability of Service. Collaborate effectively with SOX Auditors and provided timely reports for SOX Audits. SPOC for queries from SOX Auditors and effectively demonstrated the process improvements to ensure adherence and compliance for SOX controls.

Account Relationship Manager/Vendor Management

Responsibilities:

• Served as a liaison between TFS and CSC on a day-to-day basis, developed a strong and trusting relationship with Client personnel and in the process, generate receptiveness to a long term, profitable and mutually beneficial relationship.
• Primarily focused on Managed Service Provisioning for holistic approach on people, process, technology and information perspectives of providing integrated organization wide business solutions within the Confidential IT department across multiple IT Outsourcing Service Towers. Ensured and evangelizing all aspects of ITSM/ITIL best practices and methods from analysis, through architecture and design, to planning, implementation, and support.
• Well-versed in analyzing and mitigating risks and finding cost-effective solutions; strive to excel at boosting performance and productivity by establishing realistic goals and enforcing deadlines for our CSC support teams.
• Engaged in understanding of the assigned clients' businesses and managing the design, implementation and development of business processes to govern the Client’s specific needs around Applications and IT Infrastructure support model. Focused on rigorous ITIL centric approach to the Customer’s business processes and milestone prioritization for all ITIL Processes and Service Desk and across the multivendor support groups.
• Deployed Kaizen philosophy in areas of Incident, Change, Release and Knowledge Processes.

Confidential

Deputy Manager Operations/Transition and Transformation

Responsibilities:

• As the operations/Transitions Manager, was responsible for activities involving Transitions, Operational and Service Delivery activities for the CSC Customers, both Internal and External. Managed the design, implementation and development of operational processes to create and maintain a robust framework for delivering day to day business requirements per contractual agreements.
• Responsible for all activities to be managed within quality and budget targets. My role further included managing and developing resource skills to meet with medium and long term business plans.
• Also worked with the other divisional operations managers within the Client community and CSC to ensure the development and deployment of resource improved flexibility across the business unit. Deliver value added solution that focus on IT Service Management, Business Transformation and Organizational Change Management based on ITIL best practices that focus on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure.
• This includes all aspects of ITSM best practices and methods from analysis, through architecture and design, to planning, implementation, and support.