SUMMARY

• Dedicated and results - drive senior IT service delivery manager and project director with 18+ years’ experience in global IT operations support and service desk management in on-site and offshore models.
• Robust reputation for delivering full life cycle deliveries to be on-time and within budget despite stringent deadlines and demanding expectations.
• Lauded for consistently meeting Service Level Agreements.
• Well-respected for thoroughly understanding the business needs of clients and formulating efficient and cost-effective means of speaking to those needs.
• Acknowledged for capacity to inspire, achieve consensus, mediate and deliver predefined goals despite a diversity of personalities, precarious situations, and changing priorities.
• Adept at managing multiple tasks and isolating and resolving problems.
• A poised, polished, and articulate speaker, presenter of ideas, and leader.
• Experience in Account Management and Managed Services Global IT Operations Support and Service Desk teams, in an Onsite - Offshore model, including Incident, Request, Problem, and Knowledge Managements and ensure superior levels of performance.
• Successfully delivered multiple transformation programs in a multi-phase, multi-year to the customer’s satisfaction including building architecture roadmaps, vision, goals and objectives, project plans, schedules, milestones, budget tracking and team progress.
• Experience in successful IT Service Management Delivery - Meet or exceed Service Level Agreements (SLAs), Service Level Objectives (SLOs), and defined organizational objectives.
• Act as single point of contact, ensure quality of deliverables, report on performance and provide value additions.
• Monitor, Measure and Remediate overall performance of services and project compliance.
• Apply broad expertise and knowledge to contribute to the development of company objectives and principles, applying skills to achieve goals in creative and effective ways.
• Build strong relationship and effective partnership with both internal and external executives and with cross-functional teams that span departments and business units.
• Ability to drive organizational change as it relates to IT Delivery and Operations, taking in to account obstacles, opposition and differing stakeholder priorities.
• Champion of business process change, crafting solutions to address business problems related or tangential to the organizational objectives.
• Work with senior management to discuss highly complex/high profile recommendations and solutions to issues.
• Mentor team members on current standards and best practices.
• Drive, develop, manage and maintain processes and associated procedures and recommend the same.
• Provide thought leadership on industry trends and identify opportunities to enhance current processes.
• Develop proactive proposals and lead responses to RFPs, delivery and pricing strategy and develop staffing plans.
• Produce metrics that measure and report on Operational excellence.
• Demonstrated ability to direct large global teams to successful implementation.
• Proficient with Microsoft Office tools including Word, Excel, PowerPoint, Outlook.
• Strong negotiating skills and customer focused.
• Strong understanding of incident, problem, change management ITIL processes and procedures; and a proven ability to implement ITIL processes and procedures.
• Ability to develop a deep understanding of the business domains of the users involved.

AREAS OF EXPERTISE

• Engagement Management
• Client Relations
• Continuous Service Support
• Talent Management
• Risk Assessment
• Quality Assurance
• System Integration
• Business/IT Alignment
• Creating Proposals

PROFESSIONAL EXPERIENCE

Confidential, Bridgewater, NJ

Global Service Delivery Manager

Responsibilities:

• Engagement level Transition planning and execution.
• Proposed and created Global Operating Model.
• Set up Resource Planning, Shift Roster and operations coverage.
• Conceptualized and created Capacity Planning tool for tracking resource utilization.
• Proposed process improvement for effective development and hand shake with support.
• Set up SOP creation, ASO Idea junction and measure against targets.
• Created and implemented Regression test suite.

Confidential, New York city, NY

Global Service Delivery Manager

Responsibilities:

• Oversight of the engagement and client relationship.
• Revenue growth and ensuring margins, creating revenue forecast, and identifying opportunities.
• Prepare and present account summary, status and forecast with client CIO as part of the steering committee.
• Set and achieve targets for continuous service improvements - contribution of ideas, vetting, selecting and implementing.
• Oversight of global 24/7 operational services, adherence to SLAs, OLAs, and identification and implementation of KPIs.
• Study gaps in ITIL processes and incident management processes and propose, align and implement enhancements.
• Review existing KPIs and identify effectiveness of services rendered and drive continuous improvements.
• Direct review of operational manuals, Standard Operating Procedures (SOPs), Service Catalogs and Knowledge Management articles.
• Oversee and stream line the Problem Management queue to address underlying causes for incidents; drive continued improvement in service availability.
• Create proactive proposals, and respond to RFPs.
• Mentor, train, identify, develop and retain talent, identify and mitigate resource skills set gaps.

Confidential, Northbrook, IL

Delivery Manager

Responsibilities:

• Implementation of Claims transformation projects by creating and architecting the replacement of legacy document management systems and thereby, helping clients to transform their business problems into technology solutions.
• Implemented Allstate Floridian companies’ re-branding into Castle Key companies and re-purposing of Deerbrook Company into Allstate Vehicle and Property Company.
• Involved in Strategic transformation and implementation of check printing from multiple legacy systems into a centralized document management system by defining and re-aligning the claims process.
• Created and Implemented ‘Go Green’ Strategy by automating and eliminating/ reducing paper utilization leading a projected annual savings of $875,000.
• Provided developmental guidance for the delivery of projects. I am solely responsible for multiple strategic projects’ delivery; successfully achieved 16 continuous on-time successful deliveries, which received significant acknowledgement from the client.

Confidential, Jersey City, NJ

Project Lead

Responsibilities:

• Defined appropriate business system solutions to satisfy business requirements for the Reinsurance Data Processing System for Assumed and Ceded Reinsurance processing of Pro-Rata and Excess of Loss business for all AIG reinsurance entities.
• Analyzed business requirements and hand it to the development team in an onsite-offshore model. Extend assistance from/to teammates and business partners and support team. Handled all quality assurance reviews.

Confidential, Charleston, WV

Consultant

Responsibilities:

• Designed, built, tested, and implemented the Electronic Benefit Transfer (EBT) in the Recipient Automated Payment and Information Data System (RAPIDS) to administer welfare assistance programs throughout West Virginia; system addressed Temporary Assistance to needy Families, Medicaid, food stamps, refugee assistance, and other state programs.
• Overall accountability for Reporting systems, and thereby provided enhancements, maintenance and support to the entire system including support for nightly batch cycles.