Senior Service Delivery ManagerÂ Resume Plano, TX - Hire IT People

SUMMARY:

Technical Account Manager with 10 years’ experience in software delivery and project planning.
Provides best - in-class client support and excels in meeting deadlines in fast-paced situations.
Well-versed in maintaining multi-million dollar accounts; working directly with all levels of the client organization.
Exceptional problem-solver with the keen ability to find cost-effective solutions for business dilemmas.

TECHNICAL SKILLS:

Software Configuration and Implementation
Client Relationship and Project Management
Software Delivery Management
Incident Management
Software QA and Performance Testing
Resource HR Management
Software Training
SDLC Process Management
Technical Support and Troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Senior Service Delivery Manager

Responsibilities:

Client Liaison; partnering with clients and 3rd parties, to maintain a clear understanding of the client’s needs while promoting open communication and setting expectations.
Primary escalation point for issues and concerns that may impact the client relationship.
Managing a cross-functional team of 30 Developers, 20 QA Analysts and 4 Production Support Analysts in 4 onshore and 2 offshore locations; verifying the adherence to best practices and ensuring the team’s workload is prioritized for supreme efficiency and effectiveness.
Creating project plans; setting milestones and determining resource allocation in a Waterfall environment.
Coordinating the deployment activities and runbook executions for enhancements and fixes.
Collaborating with the executive team to strategically improve client relationships; focusing on cost reduction, service improvement and obtaining new contracts.
Guaranteeing that new initiatives and ongoing services are delivered on time and meet client specifications by controlling the project plan, risk and scope.
Hosting weekly project pipeline and project status meetings with clients and partner companies.
Organizing internal, client and 3rd party QA testing associated with system upgrades.
Ensuring contractual SLAs and KPI are met or surpassed.
Spearheaded twelve 3rd party integrations; guiding the teams toward common goals, aligning milestone dates and holding all teams accountable to deliver with quality and timeliness.
Designed a company-wide service request process.
Conceptualized and implemented a remediation process, including client deliverable and report templates, providing detailed client visibility.

Confidential, Plano, TX

Implementation Specialist Team Lead

Responsibilities:

Implemented and maintained a Courts & Justice software application for numerous courthouses and police departments across the nation.
Facilitated requirement gathering workshops; conducted gap analyses, modified client-oriented business processes, and assisted clients with defining requests and needs.
Managed incident log for clients; designed workarounds while permanent fixes were in-flight.
Performed risk assessments associated with project implementations and system maintenance.
Scheduled system maintenance windows and application deployments, created change schedule documentation.
Oversaw User Acceptance testing, wrote test cases, tracked timelines, and studied reported failures.
Demonstrated the new functionality of the application to new and existing clients.
Organized and presided over classroom and web-based training.
Proficiently directed 5 simultaneous independent project teams with 100 members; decreased project timeline by 30%, resulted in project completion one year in advance, under budget, and over $900 thousand in contractual incentives.
Conceptualized and implemented the new paperless initiative throughout one of my clients, leading to 95% reduction in paper usage.
Spearheaded and acted as the sole designated implementation specialist/trainer in one of the company’s largest accounts, Orange County, Florida, that generated $5 million in new contracts.
Subject Matter Expert for 10 application areas and 6 partner company applications; responsible for all associated documentation, producing 5 to 10 technical documents a week.

Confidential, Benton, IL

Computer Support Technician

Responsibilities:

Managed computer help desk functions; supported teachers and school administrators.
Proactively responded to customer service request in person, via email, or over the phone.
Diagnosed and repaired computer hardware, software, and network issues.

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Senior Service Delivery ManagerÂ Resume

Plano, TX

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