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Service Delivery Manager Resume

Charlotte, NC


  • 14+ years of global experience in program management, project management, and process re - design in the financial industry, insurance, telecommunication and energy industries with measureable results.


General: Oracle 10g, Oracle 9i, Oracle 8, SQL Server and Workforce. Oracle Enterprise Management, Oracle Workflow, and Oracle Business Intelligence. Word Press, Crystal Reports, Tableau and Cognos. JIRA. MS Office Suite/Outlook, MS SharePoint, MS SharePoint Designer & Workbench, MS Access MS Visio and MS Project Manager. Experienced in SaaS/cloud technology.

Languages: C++, SQL, HTML/XML and UNIX

Modeling and ETL Tools: Erwin, All fusion Model Manager (Data Mart), TOAD, Minitab, Rational Rose Data Modeler, and Google Analytics.

Project: Six Sigma DMAIC, Agile, Waterfall, Scorecard Development, Analytics, Forecasting, VOC, Survey, Case studies, Business and Technical System Requirements, Standard Procedure documentations, Infrastructure development, performance management, process redesign, and ROI studies.


Confidential, Charlotte, NC

Service Delivery Manager


  • Implemented a global operational and technology delivery infrastructure for wellness programs.
  • Developed data strategy and analytics framework for Population Health Program (Health Informatics.)
  • Managed the development of Business Requirements, Standard Operating Procedures, Process Maps, and Playbooks.
  • Created an interactive reporting platform for use in 40 countries to facilitate a global competition.
  • Designed, implemented, and managed global program analytics/informatics executive reporting.
  • Led process and technology redesign for Aetna, Kaiser, Maxim Health, BioIQ, Quest, Walgreens, CVS, Shape Up, Inc., and Confidential .

Confidential, Charlotte, NC

Business Process Design Consultant


  • Hired to salvage highly visible project with Start Up company on SAS system with critical performance issues.
  • Managed vendor through multiple interface, process, and platform redesigns to go from red to green in turn around project.
  • Developed delivery program structure, analytics, and measurements to take US program global.
  • Created SharePoint portal and online Discovery library to modernize administration practices and create program transparency.
  • Offered more senior role at Confidential as FTE within 120 days

Confidential, Charlotte, NC

Workday Senior Implementation Manager (Program Manager)


  • Led full cycle implementation of business process outsourcing contracts and human resource information system implementation.
  • Managed $61 million budget for implementation in 90 of 108 countries.
  • Delivered all components of implementation work (including process, data, and system development) to plan (financial and schedule) and ensured strong integration across domains.
  • Established project governance, program leadership forums, program planning routines, and managed the change order procedures for the implementation.
  • Interfaced extensively with the client leadership team to facilitate overall integration and participated in sales and due diligence efforts in new client acquisition.

Confidential, Charlotte, NC

Global Compliance Learning Consultant II


  • Led annual design, development, and delivery of all compliance curriculums ($12m budget.)
  • Managed Standard Operating Procedures, Process Playbooks, and Operational Process oversight for Compliance Learning department (including Audit/Legal/Compliance Engagement.)
  • Oversaw global compliance learning and operations reporting for enterprise compliance programs.
  • Designed, implemented, and managed global SharePoint for operational support processes.
  • Led full cycle project to implement a single harmonized human resource policies, processes, and systems for Merrill Lynch International, Countrywide International and Confidential in India to an enterprise standard policies and processes onto an Oracle platform.
  • Led full cycle project to implement harmonized policies and process on to Oracle in Latin America
  • Led full cycle project to implement harmonized policies and process on to Oracle for Merrill Lynch/ Confidential including a Joint Venture with Mitsubishi Bank in Tokyo, Japan
  • Managed the development of Business Requirements, Standard Operating Procedures, Process Maps, and Playbooks for enterprise PMO.


Executive Compensation Product Manager


  • Led full cycle project for Countrywide conversion to Confidential stock for non-qualifying retirement and executive equity plans for legal day one (global stock) on internal, vendor, and all external broker dealer systems.
  • Led the design and implement hybrid mutual fund incentive program for Columbia Management Portfolio Managers (domestic)
  • Required building internal database to manage complex logic (due to timing.)
  • Led work with vendor to build custom system with online user interface.
  • Managed the development of Business Requirements, Standard Operating Procedures, Process Maps, and Playbooks with Vendors for SOX audits.
  • Led the design and implement of long term deferred compensation program for newly hired executive and key talent roles in investment banking (global)
  • Worked with Fidelity to customize stock system to support cash based program.
  • Managed the development of Business Requirements, Standard Operating Procedures, Process Maps, and Playbooks for SOX audits.
  • Managed service transition, redesign, and implementation for Compensation, Benefits, and Payroll operations for: Wachovia (now Wells Fargo), Duke Energy, Thomson Financial, and Cap Gemini to Confidential systems, processes and people.
  • Managed project for implementation and vendor administration (Smith Barney & Fidelity) for executive compensation, global stock incentive programs for Confidential and Circuit City.
  • Managed project for implementation and transitioned Global Assignment Services (expatriate services) for Confidential from UK to US and system conversion to Global Advantage.

Confidential, TN

International Manager


  • Consulted to executive population on international assignment benefits for Nortel Networks.
  • Managed Real Estate referrals for assignees buying or selling homes due to global assignments.
  • Coordinated destination services benefits for global assignees and permanent relocations abroad.
  • Created internal access database to manage expatriate destination services (utilities management, expense reimbursement, and real estate referrals.
  • Designed and managed department on client’s intranet site.
  • Developed custom online assignment cost modeling tool for long term expatriate assignments.
  • Served as internal back up for the Prudential’s single onsite IT resource for vacations (desktop support, troubleshooting mainframe issues, and running server back up.)

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