Delivery Manager Service

Asa F. Clemons, Jr.

**** ******* **. ***********, ** 76240

940-***-**** / **********@*****.***

Service Delivery Manager / IT Management / Program Manager / Account Executive

SUMMARY OF QUALIFICATIONS

An accomplished, seasoned executive with 35+ years expertise experience in the IT industry, 20+ years in IT Operations and Data Center management roles managing and coordinating complex and expansive service delivery and operations initiatives. Reputation as an intuitive leader with acute business acumen and expertise in project management and customer retention. Excels at aligning core business, revenue, combined with the ability to foster and cultivate open lines of communication with stakeholders and fellow executives to achieve overall company goals and objectives.

Key Strengths:

Operations Management · Service Delivery · Operations Analysis / Process Redesign · IT Project/Project Management · Client Relations

Internal Systems & Controls · Customer Service · Presentation Skills · Policies & Procedures · Interpersonal Skills · Observation Skills Sales/Account Executive · Data Center Management · Contract Development/Negotiations · Verbal/Written Communication Skills

Organizational Skills · Leadership Skill · Team Management · Vendor Management · Account Management · Goal Setting Coaching/Mentoring · Cost Reduction & Avoidance · Planning/Coordinating · Turnaround/Crisis Management

Inventory Management · Lean Six Sigma · SLA’s on ITSM · Problem Solving · Self Starter

SELECTED ACCOMPLISHMENTS

Facilitated timely and accurate service delivery and account growth of infrastructure services for a high-profile client.

Led a global, cross-functional team in data center hosting and operations, asset management, and information security endeavors.

Utilized expertise to continuously seek out and identify areas to enhance P&L and maintain customer loyalty.

Reduced accounts receivable from >120 days to current.

Reduced time to provide Scope of Work quotes from 30 days to <10 days

Created and managed Service Contracts and Service Level / OLA Agreements.

Oversaw and managed the service delivery for one of the company’s largest and most complex clients, continuously ensuring optimum quality while staying within budget and time constraints.

Developed a training curriculum and path for promotion within the department as well as provided internships with other technical groups for additional paths for advancement.

Organized supervisory teams to oversee day to day operations and completion of development program by each team member.

Developed and maintained a top-performing, cross-functional team of professionals.

Devised and implemented innovative and achievable strategies to facilitate service completion.

Collaborated with clients in effectively determining needs, priorities, and expectations while keeping respective management up to date on project progress.

Managed all financial responsibilities such as invoice creation and billing.

Coordinated Continuous Improvement processes using Lean, TQM and Kaizen approaches.

Led high risk / high visibility Change Requests on behalf of client.

Facilitated problem solving and technical resolution meetings involving client and assigned engineers.

Managed all ITIL processes using approved ITSM tools.

Developed and managed relationships with service delivery partners.

Managed and coordinated expansive international and domestic personnel, onshore and off, toward optimum data center operations. Successfully served as subject matter expert on over 15 client migrations into ACS.

PROFESSIONAL EXPERIENCE

Collabera Engineering Solutions – Service Delivery Manager 2021 - Present

CenturyLink – Network Operations Center Manager (Contract) 2020 - 2020

BT Americas – Service Delivery Manager 2016 - 2020

Atos (Formerly Xerox Business Services, LLC) – Strategic Business Unit Executive 2014 – 2016

Xerox Business Services, LLC (Formerly ACS) – Service Delivery Manager III 2006 – 2014

Affiliated Computer Services (ACS) – IT Senior Operations Manager 1995 – 2005

Additional experience in Data Center & Computer Operations Management 1979 – 1995

EDUCATION

St. Edward’s University Course Studies in Chemistry and Computer Science 1975-1977

University of Texas Arlington 3 years’ college level courses 1982-1983

ITIL v4 Foundations Certification

AXELOS Global Best Practice / PeopleCert

Issued Mar 2020 · No Expiration Date

Credential ID GR671136673AC

Lean Six Sigma Green Belt Trained

ITIL v3 Foundations Certification

ITIL v1 Foundations Certification

EXIN

Issued Dec 2003 · No Expiration Date

Credential ID 53123

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