Service Delivery Manager Resume Richardson, TX - Hire IT People

SUMMARY:

Information Technology management professional wif over 15 years of comprehensive experience in customer project delivery. Highly knowledgeable in all IT areas, as well as business principles and processes. An understanding, innovative individual who TEMPhas an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty.
Extensive background and understanding of managing customer relationships, along wif ability to discern customer requirements and ensure project deliverables meet their needs.

EXPERTISE AREA:

PROFESSIONAL EXPERIENCE:

Confidential, Richardson, TX

Service Delivery Manager

Responsibilities:

Reviewed and provided approval for 5 transactional or subscription proposals per week based on scope, level of effort and margin analysis. Value ranged from $20K to $1.5 Million per deal. Collaborated wif product account teams and service sellers on scoping proposals for new and existing customers.
Maintained target margins on subscription - and transactional-based engagements totaling $17 million on an annual basis.
Acted as escalation point for customer-related issues involving activity scope, customer satisfaction and P&L. Resolved 98% of issues to customer satisfaction.
Worked wif Delivery Managers, Program/Project Managers and Client Delivery Managers to maintain appropriate account P&L, drive customer intimacy and customer satisfaction.

Services Technical Leader

Confidential

Responsibilities:

Technical Team Leader serving as the architectural and design leader for subject matter experts of point technologies to ensure holistic solutions were derived to meet the customer’s business needs.
Mentored new and existing team members regarding Cisco Best Practices, processes and customer communication and interaction. Allowed new team members to accelerate time in which they became customer facing and billable.
Member of team that developed virtual lab that allowed NCEs to test network designs wifout need for physical equipment. Resulted in $18 million cost savings.

Network Consulting Engineer

Confidential

Responsibilities:

Provided consultative services to customers, which enabled them to optimize their networks to reduce down-time and run more efficiently.
Developed network optimization strategies wif customers via software strategy and hardware lifecycle reporting.
Provided design review of existing customer networks, along wif proposed changes, utilizing Cisco Architectural Best Practices in regard to environment and market vertical.
Consulted wif customers to develop long-term architectural strategy for their networks, based on business requirements, budget allocations and lifecycle refresh needs.
Lead Tools Board Initiative, which provided feedback for Field Delivery NCEs of current and proposed tools, resulting in improved tools and visibility to current needs.
Member Rewards and Recognition Initiative which resulted in fostering additional recognition for employees in Advanced Services.

Confidential, Campbell, CA

Instructor/Consultant

Responsibilities:

Delivered instructor-based training for Cisco public and private classes. Develop and update course materials for Confidential, as well as custom classes.
Provide consulting services on various network infrastructure designs and issues.
Developed and delivered CCIE training material to Cisco Partners worldwide.
Developed and delivered MetroEthernet training material to Cisco employees and customers worldwide.