Executive-Level IT Service Delivery & Account Professional

Natasha Thomas

Client Delivery Executive

Professional Summary

Executive Level IT Services Delivery Professional with experience spanning 17+ years of IT Service Management & End User Service Support. Focus on Operational Management, Infrastructure Support, Cost Reductions and Continual Service Improvements.

Experience in managing organizations that are comprised of Global IT Delivery, Network, Applications, Service Desk and Service Management.

Innovative leader combing technical expertise with team-building abilities to drive technology initiatives to successful completion.

Superb ability to assess needs and devise right-sized solutions in alignment with budgetary and scheduling parameters.

Strong expertise in building invaluable relationships with Key Stakeholders along with efficiently managing cross-functional global teams. Strategic leader with proven ability to identify and alleviate account and delivery risks.

Skills

Cross-Functional Team Leadership

Strategic Planning & Analysis

Budget Forecasting

Project Management

IT Service Delivery Management

Outsourcing Delivery Management

Globalization/Leveraging

Resource Management

Change/Risk Management

Financial Management

Service Level Management

P&L Accountability

Service Operations/Transitions

Process Improvement

Customer Relationship

Contract Management

ITIL/ITSM Consulting

Work Experience

Company:

NTT DATA Services

2005 – Present

Position/Title:

Client Delivery Executive

Primary Responsibilities:

Principal, accountable owner of the day-to-day customer relationship for their Line of Business (LOB) while directly leading the efforts of account assigned Delivery personnel to ensure customer needs and met contract requirements.

Improved the development of support staff with cross-training, which increased productivity by 15% and reduced staffing budget by 7%

Analyzed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff, accordingly, meeting 100% of service level agreement (SLA) compliance saving the account $6K monthly in penalties

Drove creation of a Continuous Service Improvement process leading to lower client escalations, improved Net Promoter Score (NPS) 400%, increased vendor relationships, and overall customer confidence.

Increased customer satisfaction by 2% through analysis of staffing, skill gaps and innovation.

Managed an ever-changing, cross-functional, 70 + member team and met account needs through cross-training and creative hiring practices including off-shore, near-shore, and remote workers.

Various past positions in NTT Data as Service Desk Analysis, Service Desk Lead, Service Desk Trainer, Service Desk Manager, Sr. Account Service Manager, 2005 – 2013

Company:

Verizon Communications

1991 – 2003

Position/Title:

Helpdesk Training – Lead

Primary Responsibilities:

Successfully executed optimized training in groups or individual on varied technical, operational and management areas in a specified field. Effectively developed and implemented training curriculum.

Efficiently formulated training outlines and defined instructional methods, utilized knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops.

Evaluated effectiveness of training program and employed relevant evaluation data to revise instructional objectives and methods. Led and trained staff performing related work.

Past position in Verizon Communication as 411/Information operator, Telecom Sales Agent, Help Desk Agent 1991 – 1997

Education

Institution:

Polytechnic

Result/Degree:

General Studies

Additional Information

Certifications:

ITIL Intermediate Release Control and Validation Certification, IT Services Management

ITIL V2 Service Manager Certification, IT Services Management

ITIL Intermediate Support and Analysis Certification, IT Services Management

Team Leadership Certification, Leadership

ITIL V3 Service Manager Certification, IT Services Management

ITIL Foundation Awareness, IT Services Management

PM3 Introduction, Project Management

Contact this candidate