SERVICE DELIVERY MANAGER Resume Rochester, NY, US - Hire IT People

SUMMARY

A results - driven leader wif strong communication, negotiation, and leadership skills gained from ten plus years of diverse global experience in account, project, and program management;
ITIL Service Desk management; and business consulting for Fortune 500 and other Healthcare, Financial, Manufacturing, Legal, Sports, and Retail customers.
Highly successful in solving complex problems, troubled project mitigation, and collaborating wif and managing global teams and vendors across North and Latin America, Europe, and Asia.

PROFESSIONAL EXPERIENCE

SERVICE DELIVERY MANAGER

Confidential, Rochester, NY, US

Responsibilities:

Ensure implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work, and budget.
Ensure service level agreements (SLAs) and key performance indicators (KPIs), as defined in the relevant contracts, are met or exceeded on a monthly and quarterly basis.
Apply and provide operational risk management strategies, including delivery processes and procedures, while participating in compliance, quarterly audits, rigorous governance, and SOX compliance.
Direct social media activities, which include Yammer & Chatter for XIST.

GLOBAL TECHNICAL SERVICE DESK OPERATIONS MANAGER

Confidential

Responsibilities:

Senior leader for ITSM/AMP Remedy Incident Management/Problem Management.
Relocated 23 Service Desks from Canada to Philippines in 6 months, outfitting them wif a robust ITIL delivery model and improved ITSM ticketing platform.
Led cross-functional team in successful implementation of performance monitoring and reporting that contributed significantly to continuous improvement results using ITIL operations principals.
Initiated process improvements on troubled accounts that reduced halp desk set-up costs by 43%, reduced missed service levels by 98%, and improved resolution time by 80% and response time by 90%.
Developed a performance-measurements framework and facilitated a feedback system for team members to enhance the quality of supported delivery.
Managed/contributed to best practice development in areas such as Knowledge Management, Service Continuity, Occupancy and Utilization tracking & reporting, and Operational Improvement, which delivered desired results and halped bring diverse geographic teams together, fostering collaboration and innovation.
Monitored industry trends and reported potential impact on the support business.
Participated in new hire interviews and in the professional/technical development of team leaders.

CLIENT OPERATIONS SUPPORT MANAGER

Confidential, Rochester, NY, US

Responsibilities:

Led cross-functional team in successful implementation of performance monitoring and reporting program that contributed significantly to continuous improvement results using ITIL operations principals.
Responsible for collaborating and building relationships wif CEOs and CIOs, in companies such as Aetna, Medco, UHC, Marriott, BP, and UPS, which halped delivered over $100M in annual revenue.
Defined change management process using ITIL standards while creating data center SLAs, SOPs, and defined compliance performance reports.
Successfully transformed existing IT service operations for Xerox Global Services Division using ITIL operations/service techniques.
Monitoring of Xerox Global Services support performance against SLA.
Generation and delivery of complete Program Analysis reports that included trends, service level attainment, customer SAT results, and improvement recommendations using management by fact reporting.

KEY CERTIFICATIONS/SKILLS

ITIL and Disciplines
Information Security
ITSM Ticketing Platforms (e.g. ServiceNow, Remedy)
Lean Six Sigma Yellow Belt
Business Objectives/CRM
Broad Industry Experience (Healthcare, Financial, Manufacturing, Legal, Sports, and Retail)
Microsoft Office Suite