Service Delivery Executive Resume

SUMMARY:

Highly skilled and self - motivated IT manager with a balanced blend of skills in team and project management, service delivery, relationship management, infrastructure management, system integration, and business analysis.
Proven ability to effectively manage individuals and groups, plan and prioritize tasks, and manage multiple simultaneous efforts to successful and timely conclusion in fast-moving enterprise environments.
Respected by customers, peers, and senior management as a keen business analyst and problem solver with the ability to build consensus among various stakeholders.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Service Delivery Executive

Responsibilities:

Managed the end-to-end client experience for several Enterprise accounts.
Established trusted advisor relationships with clients.
Identified and maintained the value provided by the architected solution.
Learned each client’s business and aligned strategic objectives with Sungard services.
Understood all aspects of the client contract and ensured services and service level agreements were delivered in accordance with the contract.
Provided oversight on implementation of new services and complex infrastructure changes.
Provided ownership of client related issues and acted as the primary escalation point.
Responsible for revenue planning for the account base.
Prepared comprehensive account plans with an assessment of the areas of service, value, relationship, sales, and churn.
Developed account renewal strategies with Sales and identified areas of risk.
Identified sales opportunities within client base and forwarded leads to Sales.
Exceeded satisfaction rating targets annually across assigned customer base.
Increased customer base revenue by 5-10% annually.
Prepared business reports and met regularly with clients to review issues, infrastructure changes and projects, service metrics, new products and services.

Confidential

IT Service Delivery (Business Unit) Manager

Responsibilities:

Coordinated activities of cross-functional groups to address operational and technical problems and ensure application of established standards and practices.
Investigated key operational issues, identified breakdowns or gaps, and worked to correct and improve processes.
Participated in strategic planning for application projects.
Managed large scale infrastructure projects across different regions. Assisted in the management of IT infrastructure delivery and application staging at three new manufacturing plants.
Managed the testing phase for a large-scale server refresh project involving 25 applications, 400 servers, and 180TB of storage at 35 different plant locations.
Managed a Daylight Savings Time project which including coordination and validation of software updates across thousands of time-sensitive IT infrastructure and business applications.
Developed a manufacturing funding model with a set of rules outlining payment responsibilities for server and storage on capital and lease-based projects
Managed an account team comprised of an infrastructure planner, systems integrator, and project manager dedicated to review of operational and process aspects of new projects.

Confidential

Technical Applications Manager

Responsibilities:

Integrated IT systems with production floor systems, eliminating the vehicle under hood barcode label and the body code plate, for a cost savings of $0.83 per vehicle.
Managed data center application servers, telecom equipment, desktop workstations, storage, backups, and infrastructure changes, providing 100% uptime in support of production activities.
Analyzed production data and processes to assist in identifying, resolving and proactively preventing vehicle build quality problems.
Managed and trained a team of IT staff to support key production applications.