Service Delivery Management Manager

Driving continuous improvement

IT/IS OPERATIONS CHANGE INCIDENT PROBLEM PROJECT MANAGEMENT

SERVICE DELIVERY MANAGER

Dynamic technology leader with 15-year background encompassing development and deployment of world-class management methods & enterprise system solutions

Peerless problem solver; thrive on challenges. Astute analyst and strategic thinker with proven talents for planning, organizing, directing and controlling complex and large-scale initiatives. Trusted executive advisor, business partner and team builder. Established performance benchmarks; won consensus; achieved outcomes that surpassed expectations for IBM and Financial Services leaders.

SKILLS, ABILITIES & ACHIEVEMENTS MATRIX VALUE OFFERED

Core Competencies / Strengths at a Glance:

Change Incident Problem Project Management Service Delivery Manager Release Methodology Analysis Strategic Planning Resource Allocation Process Re-engineering System Engineering Software Design

Product Development Testing Implementation Reporting Standards QA Service Support

CAREER SNAPSHOTS

Systems Expertise. Offer hands-on experience customizing, troubleshooting and streamlining networks, telecommunications, database, and banking and business functions.

Management Acumen. Controlled budgets to $6,000,000; brokered contracts, boosted productivity and trimmed $350,000 in yearly expense; developed and motivated 125 personnel.

Outstanding Leadership. Introduced a new change management philosophy across the $90,000,000,000 Washington Mutual organization serving 150 retail banking clients.

Customer Satisfaction. Praised routinely for performance ‘above and beyond’ by IBM clients that included Washington Mutual Bank, Fireman’s Fund, and Lehman Brothers.

CAREER TRACK & PERFORMANCE DRIVING FORCES

Incident /Problem Management: December 2014 – October 2015

Prabhav Eglobal Services LLC, Newtown, PA HCL America/LPL Financial

Purpose and Scope: Deliver insight, expertise and leadership to define and implement best practices for Incident Management on a Global basis supporting the restoration of service, reduction in the number of all cases ranging from Critical, High or Medium impact to business and supported customers. Report to various levels of management the ongoing efforts by support organizations on investigating, diagnosing and developing a short term fix to restore service but also long term fix to eliminate future outages.

Organizational Impact Contributions

Reduced the number Critical, High and medium cases by 35% in 10 months.

Aligned current practices to best of industry practices following ITIL standards.

Realized a reduction in post incident problem reporting and action items.

Project Management/Service Delivery MANAGER: February 2013 – August 2014

TEKsystems Inc., Thousand Oaks, CA Bank of America

Purpose and Scope: Deliver insight, expertise and leadership to define and implement best practices for Service Delivery supporting the implementation of defect repairs impacting business and supported customers. Report to various levels of management the ongoing efforts by support organizations on investigating, diagnosing and developing a short term fix to restore service but also long term fix to eliminate future defects.

Organizational Impact Contributions

Schedule high, medium and low priority defect releases in support of Line of Business requests reducing the delays and additional new defects by 90% in 11 months.

Aligned current practices to best of industry practices following ITIL standards.

Realized an increase in processing a larger number of defect release items on a monthly basis.

Project Management/Incident Management: February 2012 – January 2013

StayTop Systems Inc., Milpitas, CA Cisco Systems

Purpose and Scope: Deliver insight, expertise and leadership to define and implement best practices for Incident Management on a Global basis supporting the restoration of service, reduction in the number of all cases ranging from Critical, High or Medium impact to business and supported customers. Report to various levels of management the ongoing efforts by support organizations on investigating, diagnosing and developing a short term fix to restore service but also long term fix to eliminate future outages.

Organizational Impact Contributions

Reduced the number Critical, High and medium cases by 35% in 9 months.

Aligned current practices to best of industry practices following ITIL standards.

Realized a reduction in post incident problem reporting and action items.

Practice Director: Project Management Services: October 2008 – January 2012

Granada Hills, California

Purpose and Scope: Deliver energy, insight, expertise and leadership to define and implement best practices for clients of this consulting business that specializes in change management, technology operations and service management, including severity level assignment for incident / problem calls and reporting. Analyze unique client requirements and present recommendations to decision makers. Formulate strategies, budgets, metrics, and execute programs that improve business standards, policies, processes and systems.

Organizational Impact Contributions:

Aligned the Dole Company’s change management processes with ITIL standards; planned and orchestrated on-time, in-budget roll-outs across IT units worldwide.

Won approvals from the Tiger Team of Dole specialists for all proposed revisions to review policies, processes and procedures; created new documents.

Advisory Project Manager: Problem, Change & Recovery Management Services: July 1999 – September 2008

IBM Chatsworth, California

Purpose and Scope: Generated, refined, and implemented change management methodologies and tools for internal operations and 400+ clients across the Americas. Collaborated with executives to define performance targets. Made risk assessment and partnered with 100+ project managers. Monitored technical benchmarks; assured product quality and procedural compliance for multiple programs.

Organizational Impact Contributions:

Transitioned Washington Mutual Bank, Fireman’s Fund, and Lehman Brothers accounts to IBM Services and orchestrated flawless rollouts of new applications to each organization.

Reduced post-implementation corrections 95% by improving information sharing, introducing superior project implementation methods and staff training.

Consolidated 5 manual /automated processes into a single system with universal access; maintained configuration databases, automated reports, approvals, and notifications.

Assistant Vice President IT Change Management: February 1989 – July 1999

Washington Mutual Bank Chatsworth, California

Instituted new change management philosophy across the $90,000,000,000 enterprise; trained 150 retail banking clients; lowered risk exposure and decreased errors 98%.

Designed quality assurance (QA) approach that aligned bank practices with ISO 9000 and American Society for Quality recommendations; updated an item processing simulator.

Saved $350,000 annually as manager of an operations center and 70 employees that supported 400 branches and 1,000 loan offices across the United States, prior to promotion in 1995.

Implemented new operating and proof of deposit systems; improved transaction processing efficiency by 50% and increased funds availability by 20%.

Managed $6,000,000 budget for check, ATM, ACH, debit and credit card processing department of 125; streamlined operations during rapid growth period and avoided adding staff.

Added $500,000 to annual fee income; finished year under budget; strengthened exception processing and realized a 25% productivity rise; resolved customer inquiries; met service levels.

Previous positions include:

Operations Manager Vice President of Operations

Union Bank of California Hawthorne, California Wilshire Bank NA Los Angeles, California

Vice President of Operations Assistant Vice President of Operations

Sears Savings Bank Glendale, California Wells Fargo Bank Los Angeles, California

TECHNICAL PROFICIENCIES

eESM Remedy TRSM Maximo TSO HOGAN CMS APLTS CICS

Microsoft Office / Project Lotus Notes

LEARNING CREDENTIALS

ITIL v3 Foundation Certified Enterprise Project & Testing Methodology Advanced Project Management Project Management Simulation FastStart Project Management

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