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Service Manager

Paterson, NJ, 07504
October 19, 2018

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Results-producing Programme Manager who helps clients to innovate and transform for long-term viability by managing complex, multi-million-dollar projects, using 18+ years’ experience in project delivery, support operations and service management. Proactive, big-picture thinker who creates and refines processes to harmonise targets and outcomes. Adept at leading multidisciplinary teams in IT, mobile and financial sectors, developing metrics and key performance indicators that meet or exceed targets. Cogent communicator who delivers value through expertise in:



Project Management

IT Service Delivery

Vendor Management

Service Governance

Risk Management

Financial Management

Process Management

KPI Management





Affirmed Networks is an industry leader, offering virtualized cloud-native mobile core network solutions to the world’s largest communications operators, including AT&T, Vodafone, & Telus. Its cutting-edge technologies include solution suites for delivery of 5G readiness and an ecosystem for seamless network transformation.

Senior Project Manager 2017 – Present

Leading the Programme of USD $29M project covering virtualized Packet CORE and vIMS technologies.

Initiate, plan, execute and monitor the implementation of virtualised mobile network solutions for global operator across 33 countries to facilitate introduction and exploitation of new revenue opportunities and to future-proof growth.

Exceed major project target, deploying to 50% of markets within first year of 4-year project, through astute scheduling, monitoring and reporting procedures to maintain oversight of 55-member project team.

Serve as chief liaison, building solid relationship with client’s executive team to ensure alignment of business goals with project delivery phase.

Forecast and track resources and ensure schedule remains within established targets. ERICSSON 2009 – 2017

Ericsson offers ICT solutions to service providers, carrying about 40% of the world’s mobile traffic through its networks. It enables clients to leverage disruptive technologies and business models through its development and delivery of accessible and scalable solutions, placing them at the forefront of current and future technology architecture.

Country Governance Leader Barbados 2011 – 2017

Presented Quarterly Review to Ericsson Latin American President and Board Members

Ensured country operations were compliant with all government regulations and standards

Developed and managed country budget, utilizing cost containment procedures to optimise resources.

Conceptualized and executed activities for improvement of annual HR dialogue Performance Score

Secured best agreement terms during client and vendor negotiations through close collaboration with Legal Unit and judicious use of conferred Power of Attorney. David McDonald Mayers 876-***-****

Lead Service Delivery Manager Jamaica 2011 - 2017

Managed USD $34M Programme of Customer Support, covering 33 Countries, 2G,3G,LTE RAN, Charging System, Packet Core, Circuit Switch CORE technologies, Pre-emptive Support, Software Update Management, Spare Parts Management Service

Improved client satisfaction level year-on-year through the development and implementation of proactive service improvement initiatives.

Maintained high-performing support functions, in accordance with service level agreement for major client, by developing and implementing a continual service improvement programme which covered software delivery, hardware services and transition projects.

Service Delivery Manager Barbados, Eastern Caribbean, British Virgin Islands, ABC Islands 2009 – 2011

Achieved customer satisfaction target of 95% by delivering customer service support in accordance with Service Level Agreement (SLA), adhering to established monitoring, control and escalation procedures.

Coordinated resources to ensure effective incident management, meeting closure rate target of 95%.

Maintained prescribed cost level for SLA fulfillment by monitoring financial performance of delivered services.


Fujitsu is a global provider of digital transformation services which drive client success in more than 100 countries. The range of technology products and solutions offered across a plethora of industries, channels complex IT infrastructure into efficient business processes that enhance competitive advantage.

Vice President, Service Delivery Operations (Jamaica) Western Caribbean 2005 – 2008

Programme Management of Customer Support and Implementation Services

Increased revenue of more than USD 10M through innovative leadership of 60-member Recurring Support Services Unit, and achieved all financial, operational, and customer satisfaction KPI’s and vendor certification targets.

Transformed reactive support practice by developing and implementing a proactive systems-monitoring service which generated more revenue as a new value-added service.

Enhanced performance capability and productivity of growing Engineering and Service Management Team by creating and implementing talent management strategies, including forging training partnership with local university.

Improved service delivery and client satisfaction by raising standard targets and consistently meeting or exceeding metrical closure rates.

Service Delivery Manager Barbados & Jamaica 2000 – 2005

Developed and managed 20-member Service Delivery Team in Jamaica, providing customer support for data centre solutions for financial services and telecommunications clients.

Grew recurring revenue in Jamaica by 30% by focusing on engaging clients via extended support contracts.

Exceeded targets for gross margin, customer satisfaction and other key operational areas.

Expanded support operations in Barbados by 50% by collaborating with Sales Unit and providing leadership to 12-member team to ensure all service and support standards and KPIs were met. EARLIER ROLES

Presales Engineer Barbados 1999 – 2000

Systems Engineer Barbados 1997 – 1999


Project Management Professional (PMP) Project Management Institute 2018

Leadership CORE & CORE 3 Curriculum Ericsson 2016 & 2015

Leading and Managing Virtual Teams Ericsson 2015

Data Privacy & Financial Cube Ericsson 2015

eTOM Knowledge Certification Telecommunications Forum 2010

Foundation Certification ITIL 2005


Post Graduate Certificate, Management University of Surrey, UK

BSc., Electrical & Computer Engineering University of the West Indies, Trinidad & Tobago TECHNOLOGY SKILLS

VOLTE, GSM,, WCDMA, LTE, WCDMA, Openstack, Windows, IT Governance, IT Audit, Cloud Computing AWS, Security Audit


Society of Human Resource Management (SHRM)

Information Systems Audit and Control Association (ISACA)

Project Management Institute

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