Service Delivery Manager Resume
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SUMMARY
- Dedicated Program Manager with proven ability to manage concurrent, multiple projects with global resources. Recognized by clients for successfully leading projects for infrastructure refreshes, tool deployments and business transformations within cross functional teams. Results Driven leader who enhances client satisfaction by developing solutions using technology, automation and process optimization to solve complex business problems.
AREAS OF EXPERTISE
- Strategic Planning
- Resource Optimization
- Performance Management
- Program Coordination
- Problem Solving
- Business Analysis
PROFESSIONAL EXPERIENCE
Confidential
Service Delivery Manager
Responsibilities:
- Owner for operational & tactical issues representing delivery of monitoring tools on over 6,000 servers globally
- Managed cost target commitments to less than 2% variance to financial forecasts
- Global Manager for 25 direct employees - including setting organizational direction, work prioritization, people development, cost management, and alignment with organizational goals
Confidential
Technical Delivery Team Manager
Responsibilities:
- Successfully transitioned Client/Server model to Web Based Operational Model
- Led project to redesign web pages and processes to enable suppliers to request software distribution
- Ensured organizational goals and contractual commitments were met (e.g. budget/cost, service availability, responses, reports) including development of team and individual performance goals to align to organizational objectives
- Coached and mentor 21 direct reports
Technical Delivery Team Manager
Confidential
Responsibilities:
- People Care Manager for a team of 50.
- This included performance management, career development and training
- Workforce Management lead - Prioritized project to optimize resource allocation
Metrics Team Leader
Confidential
Responsibilities:
- Deployed consistent tool set including Knowledge Base, Incident Management, Customer Service Request and Configuration Management tools
- Directed the design and development of a web site improving effectiveness of Standardized Operational Factory data
- Executed workload management, performance management, career development and training
- Transitioned work streams off shore and successfully placed resources affected by job shift
Project Manager
Confidential
Responsibilities:
- Interfaced with client to establish project requirements
- Key focal point with supplier
- Created reports, processes and manuals for client
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