IT Service Delivery Director

Shelly Cross

Richlands, NC ***** 919-***-**** *********@*****.***

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PROFESSIONAL

SUMMARY

Innovative leader with over two decades in establishing service delivery and technology operations, projects, teams and frameworks to achieve record- breaking financial and technical results for multiple clients. Champion of driving six-digit cost savings and corporate productivity by shaping long-term IT vision/strategy, directing multimillion dollar account project portfolios, leading cross-functional teams and removing roadblocks. Industry thought partner for customer focused strategies, cloud transformation, financial oversight, quality improvement and team mentoring. Successful in formulating data-driven IT/Service delivery policies, pioneering industry-leading ITIL and program management methods and developing world-class customer support processes. Background in leading infrastructure modernization and migration programs by engaging interdisciplinary and cross-region resources, establishing performance metrics and delivering creative lean solutions.

SKILLS • Cross-functional coordination • Customer complaint handling

• Team Leadership • Operations Management

• Mentoring and training • Risk Management

• Problem-solving aptitude • Process Improvement

• Forecasting • Change Management

• Project planning and scheduling • Six Sigma principles

• Budget controls

WORK HISTORY IT SERVICE DELIVERY DIRECTOR 11/2022 to 04/2024 Unify, A Division of Mitel Richlands, NC

Developed and conducted Quarterly Business Review with customers, aligning digital transformation for client growth strategies, affecting a portfolio of over 40 high-value clients.

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Spearheaded the migration of infrastructure technologies for a global enterprise to a hybrid cloud environment, enhancing scalability, operational efficiency and cost reduction to clients.

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Developed effective strategies to improve service delivery performance, meet customer needs and drive future demand while reporting to my Vice Presidents and CEO.

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Led account services, including telephony, network switches, cloud, server backups, storage, WAN/LAN, datacenter and networking.

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Performed project analysis, scheduled cost control meetings and initiatives, gained insights into service delivery scope, implemented new tools and benchmarks, recommended improvement methods and followed up for on-time action resolution and deployment.

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Improved service outcomes and team efficiency by analyzing support metrics/third-party business partners and internal processes, ensuring implementation of appropriate systems and procedures and creating effective strategies.

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Boosted customer satisfaction and retention by introducing daily workflow enhancements and proactively identifying and resolving client service issues.

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Revitalized departmental and team procedures and practices by directing client hardware and enterprise software deployments and upgrades.

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Handled critical incidents by coordinating with resolution parties and establishing effective communication lines between stakeholders for post incident reviews and root cause analysis.

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Implemented process improvements resulting in a 25% reduction in IT service delivery time.

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Improved customer satisfaction scores by 15% through enhanced services processes, SLAs and clear KPIs.

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Managed a $2.8 million IT budget across 40 customer accounts, ensuring a 30% margin on optimal profit and loss margins.

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Coordinated a team of 30+ IT professionals to support 50+ enterprise level clients.

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SERVICE DELIVERY MANAGER 06/2011 to 10/2022

Atos International, FKA Siemens IT Servides Richlands, NC Provided strategic IT leadership and guidance which supported my client's expansion strategy to IaaS cloud solutions, resulting in a 32% decrease in client costs.

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Managed infrastructure and operational budgets that led to a 25% cost savings through optimization of internal IT resources.

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Implemented robust disaster recovery solutions that decreased data recovery times by 40% during critical client's system failures.

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Led my team in deploying major server and network upgrades for enhanced data protection, achieving a 99.9% uptime rate.

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Coordinated closely with Sales, Solution Architects and Engineering team internally to ensure seamless service delivery of IT projects, thereby increasing repeat business by 18%.

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Optimized service delivery and eliminated waste and costs by designing and providing scalable solutions and implementing ITIL Methodologies and processes, including incident, problem, change and risk management.

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• Drove business transformation and customer satisfaction by managing hardware infrastructure, integrating innovative technologies and ensuring a smooth transition for Siemens to Atos managed services. Enhanced team capabilities, service quality and work productivity by supervising team members in offshoring programs and data center operations and aligning teamwork with organizational goals.

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Ensured solution reliability and contract compliance by maintaining architecture, security and disaster recovery protocols and enforcing customer-specific IT policies in compliance with ISO standards.

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Realized continuous improvement within customer environments by identifying and tracking key service metrics for customer solutions, uncovering inefficiencies and delivering corrective actions plans as a result of Root Cause Analysis processes.

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Capitalized potential opportunities and drove business success by refining existing concepts and developing innovative approaches while leveraging a unique blend of creativity, problem-solving and technical skills.

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EDUCATION Cybersecurity EXPECTED IN 03/2025

North Carolina State University, Virtual

Certification Six Sigma 01/2010

Atos, Inc, Raleigh, NC

Certification Project Management 04/2006

PMI, Raleigh, NC

Bachelor of Science Project Management 12/2005

Colorado Technical Institute, Virtual

Certification ITIL Foundations 2005

ACS, Inc, Raleigh, NC

Associate of Science Business Administration And Management 05/1996 Penn State University, New Kensington, PA

KEY ACHIEVEMENTS • Managed Service Improvement plans to improve customer satisfaction

• Cloud Implementation and Transformation

Advised and Contributed in Service Now implementation for Service Desk, Asset Mgmt, Incident Tracking, SLA and KPI Reporting.

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• Cut Customer Operating costs via Technology Overhaul

• Improved Data Recovery Times

• Achieved 99.9% System Uptime for clients

• Managed Service Provider for 40+ clients

• Strategic Transformation IT Development and Deployment

• Escalation Oversight and Proactive Problem Solving

• Executive Reporting and Decision Making

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