Service Delivery Manager

Adrian D. Harris

609-***-**** *************@*******.***

Professional Experience

New York City Health + Hospitals – Brooklyn, NY June 2015 – Present

Senior Director / IT Site Director

Acts as a local point of contact and feedback for the EITS Service Line.

Oversee the daily day-to-day IT operations and services, applications, infrastructure, analytical tools and techniques utilized at the local sites.

Successfully interact with IT service providers to facilitate the delivery of services in accordance with the needs of the business and IT, while being cognizant of the business resources and financial constraints.

Serves as the liaison with business stakeholders and technology partners regarding production outages, major incidents, and service level agreement issues. Oversees and communicates situational information to the Enterprise Operations Center and to other support teams during an outage or service disruption.

Monitor all local IT tickets for the timeliness of resolution. Assist with requests from EITS service line leads to investigate specific ticket on their behalf.

Serves on various leadership committees at the local sites, as well as, at Central Office.

Integral leadership role in the local Hospital Incident Command Center (HICS)

Assists with the local EITS budget as requested by the EITS leadership.

Supports a positive work environment that promotes exemplary service to the business.

Escalation point for any issues not addressed via normal channels including helpdesk tickets, systemwide outages, etc.

Manage optimization tracking which includes prioritization and execution at the local level

Facilitate local governance and communication efforts

Ensure ongoing training efforts continue as appropriate (e.g. new hire-training, refresher training for difficult or changing workflows)

Addressing Reactivation of access, particular impact for rotating Residents

Managing issues and communication related to planned and unplanned downtime and restoration

Manage communication for service restoration or requests (eg bulletins)

Regional Support Director, Workplace Computing

Assist with the deployment of territory projects as dictated by covered facilities

Participates in the development and implementation of local initiatives involving disease management programs, facility contracting initiatives, payment policies, vendor changes and product design changes

Coordinates all activities to ensure successful Workplace Computing Group (WCG) Service Level Objectives (SLO’s)

Acting as a change agent for all IT initiatives

Works with the other members of the WCG team to ensure enterprise wide adherence to standard operating procedures (SOP’s)

Develops relationships with facility management with and through Business Relationship Management (BRM) engagement.

Communicates effectively, collaborates to execute on performance assessment, creation of meaningful conclusions and development of recommendations that can be delivered to achieve continual improvement.

Obtains and demonstrates an understanding of the pertinent facilities, the healthcare industry, and the critical needs required to effectively support the assigned territory

Takes a broad approach to problem solving.

Continually performs thorough current state analysis and effectively summarize critical findings/drivers to Senior Director

Develops pertinent and insightful recommendations and build feasible, value-added solutions.

Performs retrospective and prospective assessments of cost drivers including personnel cost, technician utilization, and any other required analyses.

Defines historic Incident trends and projects expected staffing level requirements

Assess components of both Desktop Support and Desktop Engineering to define areas of opportunity for improvement

Analyzes other key data that influence service quality and integrate results of analysis into comprehensive presentation for the AVP and Senior Director

Defines in an integrated fashion the business value provided by WCG, and translates the data into a format that is ready to present to executive management.

Consults with the appropriate resource/enabler to identify potential requirements for pooled technical resources in advance of actual need

Responds to the customers with a sense of urgency, practicality, accountability, integrity and respect

Proactively identifies and assists, as appropriate, in the timely resolution of any strategic, technical or service issues

Coordinates and communicates activities with upper management

Delivers exceptional performance; while striving to achieve stretch objectives; focusing on results, not efforts

Drives initiatives to achieve organizational targets and performs other duties as required

Focuses on execution, removing obstacles and distractions, develops new standard processes, as required, that enhance efficiency and performance

Logic Planet, Inc. – Princeton, NJ March 2014 – June 2015

Project Management Volunteer

Assist project leads with management of small to large infrastructure projects

Daily, weekly and monthly management reporting on status of tasks in flight as well as the overall projects

Organization of daily team meetings to discuss in-flight statuses’

Updating of all associated project plans

Reviews of weekly resource needs compared to project needs

Xerox Corporation – Bridgewater, NJ July 2013 - February 2014

Senior IT Service Delivery Manager

Accountable for all IT service delivery and its associated support processes for day-to-day operations on the Valeant Pharmaceuticals account

Responsible for relationship management with the outsourced vendor as it pertains to Service Desk, hardware and software, procurement, gold disk imaging, LAN/WAN connectivity, VoIP telephony, server hosting, change management, and problem management

Tasked with managing stakeholder communications, budget planning, execution, and reporting for all contractually supported sites

Established and maintained clearly defined SLA’s and was responsible for their attainment and for ongoing metric reporting

Accountable for change management for all contracted services

Responsible for incident management for the global account

Responsible for oversight of M&A transitions

Irvine Technologies (Temp to Perm with Xerox) – Bridgewater, NJ December 2012 - July 2013

IT Service Delivery Manager

Responsible for ensuring the highest level of operational IT service delivery, including all support processes and their corresponding contractual service levels

Tasked with collaborating with senior management on client account management strategies and growth opportunities

Managed customer relationships via formal and informal stakeholder communications at all supported facilities

Lead all activities around governance across all areas of service, including service management, incident and change management, continual service improvement and customer satisfaction

ConvaTec Incorporated – Skillman, NJ May 2009 - July 2012

IT Service Delivery Manager, Americas

Coordinated the delivery of services and support processes for ConvaTec facilities in Canada, the U.S., the Dominican Republic, and Latin America

Lead the team that provided professional and timely VIP/executive support for the company’s top executives

Responsible for vendor relationship management with outsourcing partner as it pertained to the Service Desk, hardware and software, procurement, LAN/WAN connectivity, and telephony technologies

Essential participant in all IT activities related to mergers and acquisitions and as requested by senior leadership

Affiliated Computer Services – Celebration, FL May 2006 - May 2009

Director, Infrastructure Management

Fully accountable for all first and second tier Service Desk support for call centers in Orlando, FL and Dallas, TX which collectively received 75,000 to 80,000 calls per month

Direct oversight for all User ID provisioning for all domestic applications, systems, and devices

Accountable for IT problem management for all vendors providing IT services to the Walt Disney Corporation client community (ACS, IBM, Disney, etc.)

Bristol-Myers Squibb Company – Skillman, NJ November 1994 - May 2006

Associate Director, Global SAP Service Center February 2004 – May 2006

Direct management oversight for the SAP Service Desk at all company offices in North America.

Accountable for all SAP Service Desk support processes at call centers world-wide (New Jersey, Chester UK, Melbourne AU, Tokyo JP).

Technical support liaison for business clients and 2nd / 3rd tier support groups on changes and additions to the support model

Participated in initiating, planning, execution, controlling and closing phases of projects to deploy SAP and SAP bolt-on products across the organization

Service Deliver Manager March 2000 – February 2004

Led team and provided IM support for the top executives of the company and their administrators

Often interfaced with highest level executives to provide and improve service

Managed the team that provided IM support for the New York Corporate office, the Washington DC Government Affairs office, the Garden City manufacturing facility, and the Westchester Airport

Drove the timely development of the Client Services Quality Manual for validated environments

Manager, Information Management March 1998 – March 2000

Managed team and provided IM support for 12 Sales offices and 3 Distribution Centers throughout the U.S.

Oversaw testing and evaluation of all applications that were introduced to desktop clients in the Worldwide Medicines Group

Managed team that installed and deployed Windows NT and Windows 95 to 6153 clients

Coordinated the E -mail upgrade for all remote offices and distribution centers

Manager, Desktop and Office Service Center February 1996 – March 1998

Managed day-to-day operations of the 2nd level support group at the Service Desk

Led the development and execution of documentation and training for Service Desk analysts

Oversaw change control processes within the Corporate IM group

Acted as a client liaison, conducting client meetings and translating business needs into technical requirements

Fostered strong interactions between the Service Desk and other internal IM groups throughout the company

Managed the implementation and rollout of new technologies to the Service Desk

Senior Service Desk Analyst November 1994 – February 1996

Handled to completion complex computing problems

Acted as mentor for Service Desk colleagues

Evaluated new technologies to be rolled out to the Service Desk

Developed training programs for 1st level analysts

Installed, maintained and trained analysts on the Service Desk problem tracking system

Comrise Technologies Incorporated, Consultant/Network Engineer 1992 - 1994

Logical Computer Service, Regional Service Manager 1990 - 1992

Computer Sciences Corporation, Telecommunications Manager 1986 - 1990

Edison Electric Institute, Computer Operations Manager 1982 - 1986

Education

ICS-0100 ICS Certification, FEMA Emergency Management Institute, 2018

IS-0200 HCA Certification, FEMA Emergency Management Institute, 2018

IS-0700 NIMS Certification, FEMA Emergency Management Institute, 2018

IS-0800 NRF Certification, FEMA Emergency Management Institute, 2018

Lean Sig Sigma Green Certified, NYC Health and Hospitals, Brooklyn NY, 2016

Bachelor of Science in Business Management, University of Phoenix, Phoenix, AR, 2004

Associate of Applied Science, University of the District of Columbia, Washington DC, 1984

Certificate in Computer Operations

References Are Available Upon Request

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