Service Delivery Manager

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Multifaceted and performance-focused business and information technology professional, offering more than 15 years of experience in delivering global enterprise solutions for medium- to large-scale business and market industries. Armed with broad knowledge of process improvement, project and program management as well as application development. Effective at developing service management processes to support improved user experiences and sales delivery, leading to organizational growth and sustainability. Recognized for delivering services and projects within time and budget requirements. Technically proficient with CRM, ITIL, SDLC, and SaaS. A R E A S O F E X P E R T I S E

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KFORCE STAFFING SOLUTIONS – TAMPA, FL

Onsite Engagement Manager, Staffing Solutions Provider 2018

• Set strategic direction for Onsite Business Analyst Consultant Team with more than 25 contractor resources along with integrated Global Financial Institutions (Internal Trust Services Group) for the project which involved replacing legacy core trust services platform and corresponding surround applications.

• Rendered business analyst and testing services focusing on design, development, testing, and execution of new core application platform and surround applications.

• Administer company contractor resources while communicating with internal customer managers in determining and meeting new resource needs.

• Effectively handle consultations by one-on-one monthly evaluations and periodic customer review meetings in assessing the performance of consultant.

• Carried out key tasks including time accounting and approvals, providing account leadership.

• Collaboratively work with company Recruiting and Immigration teams in evaluating new consultant resources and in completing tasks related to visa extensions as required by the United States Customs and Immigration Services. NTT DATA SERVICES – PLANO, TX

Customer Delivery Executive 2017–2018

• Served as onsite resource, responsible for daily management of over 900 server and network devices at the United States data centers with more than 1500 customer employees.

• Spearheaded ongoing operations and determined best practices and service improvement plans.

• Assumed accountability in integrating service delivery processes with customer change management processes.

• Executed weekly and monthly reporting and presented metrics regarding service delivery performance.

• Held responsibility in handling costs with involvement in company profit and loss (P&L).

• Cultivated relationships with key customer stakeholders such as vice president of information technology, vendor management office (VMO), enterprise risk management, and enterprise architecture.

• Provided leadership and oversight for 30 offshore resources responsible for day to day operations managing the customers infrastructure.

LOFFLER COMPANIES – BLOOMINGTON, MN

Senior Project Manager Services Delivery Manager 2014–2017

• Led the Professional Services Team with focus solution development and project delivery for customers. Projects included technology refreshes, virtualization, storage solutions, security solutions, email migrations.

• Took charge of completing lifecycle management from pre-sales solution development to delivery and acceptance.

• Performed resource scheduling as well as handled utilization, communication, coordination and reporting.

• Demonstrated adeptness in managing the following initiatives: KKEEVVIINN AA.. RRAASSKKEE

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• Successfully implemented best practices for project lifecycle which included developing process improvement for the PS practice.

• Collaborated with sales in meeting or exceeding revenue targets for three years.

• Implemented additional rigor and structure for project management processes for improved productivity. Career Highlight:

Received promotion from project manager to Service Delivery Manager for outstanding work performance. STRATUS TECHNOLOGIES, INC. – MAYNARD, MA [2004–2013] Solution Delivery Manager, Producer of Fault-tolerant, High-availability Computer Servers Services Business Development

• Acted as delivery leader for the Global Team comprised of solution architects, project managers, software developers, and technology consultants in rendering sales support, post-sales project management, business technology solutions delivery, tech service agreements, and software development projects.

• Managed all pre-sales activities from requirements definition by determining proposed solutions, customer interface, final statement of work preparation, and sales closures.

• Implemented project planning and account management, along with PS services practices and policies to support business growth.

• Rendered training and support to a team in performing supplementary services as necessary.

• Enhanced skills and capabilities of the internal team by establishing a network of external service partner. Career Highlights:

Handled a multi-year delivery engagement account worth $1.2M providing application support for Fortune 100 Entertainment Company.

Coordinate with the Sales Team in closing a managed services deal with a major credit card company worth $30M.

Conceptualized design of the framework for a worldwide services delivery system as well as rendered expert management to transition setup phase for the global project.

Received the Customer Service Employee of the Year Award and other project specific awards for outstanding work performance.

Developed and implemented an operational excellence model through ITIL framework, which resulted in $150K revenue.

Developed new services for financial services customers in meeting PCI compliance by creating security service offerings.

Surpassed services revenue growth for five years consecutively E A R L I E R C A R E E R

BULL SERVICES – BILLERICA, MA

Pre-Sales Manager Senior Technology Consultant

UNISYS CORPORATION – EAGAN, MN

Service Delivery Manager

E D U C A T I O N

Master of Business Administration University of Saint Thomas, School of Business St. Paul, MN Continuing Education: Mini Master of Project Management University of Saint Thomas St. Paul, MN Bachelor of Science in Public Administration Oakland University Rochester, MI P R O F E S S I O N A L D E V E L O P M E N T

Information Technology Infrastructure Library (ITIL) Foundation Training Project Management Solution Sales Training

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