Senior Service Delivery Manager for Infrastructure
Resume:
Experience Summary
A highly skilled and well seasoned IT manager with 18 years of experience in managing technical service delivery teams to meet and exceed customer expectations.
Key IBM Awards/Recognition
ŸNumerous Bravo / Team Awards
ŸIBM Excellence Award – IBM Help Desk Startup, Charlotte
Education/Background
ŸBS, Computer Science with a minor in Business Administration – Louisiana State University
ŸHCL Managerial Excellence Program
ŸIBM Leadership Excellence Program
ŸNumerous IBM leadership classes to complement both management and job specific responsibilities
Experience
HCL America
Service Delivery Manager, July 2014 - Present
Leader of the service delivery team for the largest privately owned food distributor in the industry. (4 Direct Reports, 103 Indirect Reports)
Overall responsibilities include:
- $10M+ annual budget
- exceeded cost and gross profit targets
- providing leadership and direction to Tower Delivery Managers;
- managing the delivery of service from all contracted delivery towers;
• Help Desk, Desk Side, Data Network, Voice Network, Endpoint Security
• Disaster Recovery, Storage, Windows Server, AS/400, ITSM Tools
• Incident, Problem and Change Management, Backup and Recovery, Messaging
- participating in account planning and strategy sessions;
- maintaining positive executive client relationships;
- improved executive customer sat from 15 to 100 (perfect score)
- managing the account to contracted SLA’s, financials and deliverables;
- leading weekly and monthly operational review meetings;
- reduced open ticket counts by 50%
- reduced high priority tickets by 50%
- participating in weekly customer project review meetings;
- participating in monthly risk and capacity management status meetings;
HCL America
Service Delivery Manager, February 2012 – July 2014
Leader of the service delivery team for the most prestigious jet manufacturer in the industry. (7 Direct Reports, 216 Indirect Reports)
Overall responsibilities include:
- moving the account from transition to steady state services;
- $21M+ annual budget
- providing leadership and direction to Tower Delivery Managers;
- managing the delivery of service from all contracted delivery towers;
• Help Desk, Desk Side, Data Network, Voice Network, Endpoint Security
• Disaster Recovery, Storage, Windows Server, AIX / Linux, ITSM Tools
• Incident, Problem and Change Management, Backup and Recovery, Messaging
- participating in account planning and strategy sessions;
- maintaining positive executive client relationships;
- managing the account to contracted SLA’s, financials and deliverables;
- leading weekly and monthly operational review meetings;
- leading monthly SLA review meetings with customer CIO, Deputy CIO and Directors
- participating in weekly customer project review meetings;
- participating in monthly audit/risk status meetings;
IBM Global Technology Services
Manager, Commercial Account Project Managers; March 2011 – February 2012
Manager of IT Project Managers for 13 Commercial accounts. (51 Direct Reports)
Overall responsibilities include:
- leading / coaching the team on effective project management;
- overseeing and inspecting projects in flight through metrics and review meetings;
- cultivating and maintaining positive relationships with all major stakeholders;
- assisting project managers with risks, issues and actions as necessary;
- escalating project issues with delivery teams;
- managing escalations coming to the team;
- working with the team to resolve scope, schedule and financial issues
• host weekly meetings to discuss red / amber projects
- maintaining a goal of 92% green project status across the portfolio of projects
• Averaged 98.9% green projects in a portfolio of 300+ projects across 13
commercial accounts
- completing additional duties as assigned by senior management;
IBM Global Technology Services
Delivery Project Executive; July 2008 – March 2011
Leader of the service delivery team for the largest privately owned department store in the US. (5 Direct Reports, 73 Indirect Reports)
Overall responsibilities include:
- providing leadership and direction to Service Delivery Managers;
- $17M+ annual budget
- managing the delivery of service from all contracted delivery towers;
• Help Desk, Desk Side, DBA, ID Administration, Mainframe, Midrange
• Disaster Recovery, CICS, Storage, Performance and Capacity Management
• Incident and Change Management, Backup and Recovery, Groupware
- participating in account planning and strategy sessions;
- maintaining positive executive client relationships;
• received very high executive customer sat survey results
- managing the account to contracted SLA’s, financials and deliverables;
• achieved/exceeded all 16 monthly SLA’s with no misses in 3 years
• under-ran cost target for the account
• achieved gross profit target for the account
- maintaining positive business controls (compliance) posture;
• achieved 6 satisfactory audits against 1 marginal audit
- participating in Global Delivery, both offshore and domestic;
• moved 10 delivery towers without degradation of service
- identifying and implementing cost reduction and service improvement opportunities;
• achieved cost reduction of $1M through off-shoring and productivity gains
- participating in weekly customer project review meetings;
- participating in weekly business controls status meetings;
- received BRAVO award for performance / contributions
IBM Global Services
Service Delivery Manager; September 2007 – June 2008
Reporting to the Delivery Project Executive.
This assignment was on the largest privately owned department store in the US.
Overall responsibilities include:
- Managing and maintaining the customer’s data center and store servers
• consisting of 900+ Windows servers, 60+ UNIX servers and 1 iSeries
• systems located in corporate data center, 3 distribution centers and 300+ stores
- providing leadership and direction to the Intel, Unix and Software Delivery teams;
- participating in account planning and strategy sessions;
- monitoring and managing Crit Sits;
- maintaining positive client relationships;
- facilitating cross-team/tower coordination for complex problem resolution;
- performing server services and software distribution at/above contract requirements;
• Achieved all SLA’s during my tenure
- managing the resources for multiple projects, most of which are concurrent;
- identifying and implementing cost reduction and service improvement opportunities;
- participating in MIS Operations meetings to discuss RCA’s and problem trending;
- participating in weekly project review meetings
- received BRAVO award for performance / contributions
IBM Global Services
Server Team Manager; January 2005 – September 2007
This assignment was on the largest privately owned department store in the US.
Scope includes UNIX, Sun, Linux and Windows platforms as well as Software Distribution (SMS). Overall responsibilities include:
- Managing and maintaining the customer’s data center
• consisting of 900+ Windows servers, 60+ UNIX servers and 1 iSeries
• systems located in corporate data center, 3 distribution centers and 300+ stores
- Managing and maintaining the Citrix and VMWare environments
- providing leadership and direction to the server and Software Delivery teams;
- monitoring Crit Sits;
- maintaining positive client relationships;
- performing server services and software distribution at/above contract requirements;
• Achieved all SLA’s during my tenure
- managing the resources for multiple projects, many of which are concurrent;
- monitoring the team’s adherence to the change process;
• maintained 99.2% change success
- participating in MIS Operations meetings to discuss RCA’s and problem trending;
- managing the rollout of the global tools suite to improve monitoring capabilities;
• implemented SRM (server resource manager), ECM (enterprise compliance manager),
IBM Director, GSMRT (global service management reporting tool), GACDW (global
asset and configuration data warehouse) and CWP (compliance web portal)
- received 2 BRAVO awards and 1 team award for performance / contributions
IBM Global Services
Team Leader, Wintel Server Team; October 2002 - December 2004
This assignment was on the largest privately owned department store in the US.
Responsible for problem ticket management for the team and assigning resources to resolve customer issues. Acted as a technical point of contact for projects that required server team involvement. Became the subject matter expert for Citrix, network printing, security patching and worked as a liaison to the POS and RF teams. Maintained a troubleshooting knowledgebase for the team to facilitate quicker problem resolution. Responsible for the management of 900+ Windows and Linux servers at the corporate data center and 300+ store locations.
IBM Global Services
Help Desk Transition Manager; May 2002 - October 2002
This assignment was for a global company providing productivity solutions to the semiconductor industry.
Transitioned the customer’s Help Desk from their headquarters in San Jose, CA to the IBM site in Research Triangle Park, NC. Implemented IBM”s best practices processes and procedures for Help Desk operations. Implemented skill based call routing to facilitate quicker problem resolution for the customer’s employees. Worked with the legacy Help Desk employees in capturing their knowledgebase information and converting it to an IBM procedures database. The IBM VRU provided much improved call monitoring, measuring and reporting capabilities. Received Bravo award for the seamless transition of the Help Desk to IBM.
IBM Global Services
Help Desk Transition Manager; November 2001 - May 2002
This assignment was on the largest privately owned department store in the US.
Transitioned the customer’s Help Desk from their headquarters in Charlotte, NC to the IBM site in Charlotte, NC. Implemented IBM”s best practices processes and procedures for Help Desk operations. Implemented skill based call routing to facilitate quicker problem resolution for our customer’s employees. Converted the legacy knowledgebase to an IBM procedures database. The IBM VRU provided much improved call monitoring, measuring and reporting capabilities. Received Bravo award for the seamless transition of the Help Desk to IBM.
IBM Global Services
Help Desk Manager – Internal IBM Account; July 1999 - October 2001
Responsible for a team of 37 Customer Service Representatives and Team Leaders in an environment of 150 CSR’s answering 120,000+ calls per month. Acted as the ISO 9001, Security and Emergency Team focal for the Help Desk. Completed 2 ISO 9001 audits with no findings. Responsible for Staffing and Vendor Management for the Help Desk. Mentored and counseled CSR’s based on feedback from Customer Satisfaction Surveys. Represented the Help Desk to potential IBM customers with presentations and facility tours. Resolved customer complaints and escalations. Improved department calls per hour by 17% and utilization by 24% in 2001.
Other IBM Global Services experience; February 1997 - July 1999
Ryder Alliance Help Desk – Project Leader 1998-1999
Lotus Notes Help Desk – Team Leader 1997-1998
Other experience; May 1981 - January 1997
Hayes Hyundai-Suzuki-Subaru - Finance Manager, Sales Manager
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