IT Service Delivery Director
Resume:
Robert Stauffer
Howard Beach New York 11414
************@*****.***
www.linkedin.com/in/robertpstauffer/
Professional Summary: A highly-experienced Senior level IT leader with a demonstrated ability to successfully lead diverse teams of professionals across a variety of technical disciplines. Strong technical and business qualifications with an impressive track record of hands-on experience in strategic & technical planning, business unit development, project and product management as well as operational process improvements.
Skills:
Organizational Leadership, Operational Management, Project Management, IT Service Management, Customer Conflict Management, ITIL Foundations Certification, Vendor Management, Productivity Improvements, Incident, Problem and Change Management, Disaster Recovery
Work Experience:
Service Delivery - Engagement Director
Mar. 2015 - Oct. 2016
Dimension Data, New York, NY
Managed strategic vendor relationships, taking responsibility for achieving expected business and operational business outcomes, whilst ensuring client satisfaction, account delivery, service improvements and ensuring all stakeholder expectations are met.
Led vendor engagement effort for operational service delivery team to assist in building operational support procedures in alignment with internal ITSM processes (Incident, Problem and Change Mgmt.).
Collaborated with the product support teams to implement procedures for requesting platform enhancements. This encompassed the standardization of technical requirements along with a joint review with the vendor for planning purposes.
Established a weekly governance meeting with the vendor to review platform deliverables, open issues as well as problem escalations to help reduce risk to the business.
Built and implemented a quarterly service review for senior management to communicate the vendor’s performance against platform deliverables as well as SLA performance. The Vendors SLA’s performance consistently exhibited 90% or higher from month over month.
Managing Dir. SFTI Service Delivery Management
Jan. 2002 - Jun. 2014
Intercontinental Exchange - NYSE Euronext, New York, NY
Managed a team of 14 people responsible for post-sales implementation support (Business Planning, Service Delivery Managers and Provisioning Engineers). The team was also responsible for supporting new product development as well as limited pre-sales support.
Managed the SFTI Service Delivery Budget of approximately $21m for Customer Installation hardware, Tools enhancements, Departmental Training, and Salary Administration.
Built and implemented operational level agreements (OLA’s) with the commercial business for the installation of all product and service offering.
Implemented management oversight procedures to help identify and escalate sales orders and/or contract problems back to the commercial business team. This has helped prevent slippage in project dates (against pre-defined OLA’s to the business), leading to an implementation success rate upwards of 85% monthly.
Built and implemented weekly, monthly & quarterly service delivery reports and presented them to senior management (i.e. OLA Performance, Revenue Forecast, and Order Issue Review).
Led global process improvement initiative to establish a common set of post sales service delivery procedures for all global services (to shifting workload between different geographic regions and minimizing support staff). Completed the initiative within 3 months, on budget and with a staff reduction of 6 FTE’s.
Implemented numerous procedural changes in conjunction with automating the most common implementation tasks, resulting in a 75% reduction in service delivery times (15 days to 3 days) on various service & network maintenance requests.
Support new product development and commercial business operations (i.e. process enhancements, address billing issues, established customer disputes procedures).
Developed and trained the team in problem resolution processes as well as managing and mitigating customer conflicts.
Managing Director – American Stock Exchange (AMEX) Services
Jun. 1999 - Dec. 2001
Securities Industry Automation Corporation (SIAC), Brooklyn, NY
Managed a combined staff of forty-one (41) people, across four 4 teams (Quality Assurance, Capacity Management, Integrated Testing/Training Environments and the Program Management Office)
In the aftermath of 9-11, completed the build-out and implementation of the Options Trading Floor for contingency purposes within 5 days. This encompassed extending the trading floor and data center networks for access to core trading & market data systems, build out of several trading posts for key floor brokers and various phone services (hunt group set-up) for those brokers handling call-in orders.
Completed Y2K certification testing for all core trading systems and market data applications on time and within budget, with no production incidents.
Managed the Market Data development team responsible for building and implementing the new ticker plant application required to support trading in decimals (Financial Industry mandate). Completed and implemented the new system on time and within budget.
Automated the data capture and analysis of critical system data for tracking and reporting on critical systems performance and capacity thresholds (using SAS). Efforts lead to management initiating large scale capacity upgrade project for all core production systems.
Developed and implemented automated QA testing procedures using Mercury Interactive test tools reducing the QA cycle for the order display book system by 50% (from 8 weeks to 4 weeks encompassing several thousand business rules).
Expanded ITE (Integrated Test Environment) to enhance application unit testing and improving quality new software releases.
Education:
Bachelors in Business Administration (BBA), Computer Information Systems, Baruch College, New York, NY
Associates in Applied Science (AAS), Data Processing, Kingsborough Community College, Brooklyn, NY
ITIL Foundations Certification, Loyalist College, Ontario, Canada
Technical Skills:
Microsoft Office Suite of Products - Access, Word, Excel/VBA, PowerPoint, Visio, Unicast/Multicast traffic flows, FIX Order Entry Protocol, TCP/IP, FTP, PIM, IGMP, BGP, UNIX, LINUX, Python, Colocation Services, ServiceNow, SalesForce, PMTool, Network Management Database (NMDB), Customer Analytics, Capacity Planning Analytics, Dorado (Red Cell), BMC Remedy
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