Service Delivery Manager

Ronald Ragan

Service Delivery Manager

**********@*****.*** • 678-***-****

LinkedIn Profile • Gainesville, GA

Summary

A top-performing Service Delivery Manager with extensive experience in project management within IT operations. Highly skilled in communicating with internal and external clients to outline short- and long-term objectives, delivering comprehensive strategies, network infrastructure, and systems to ensure achievement. Proven ability in facilitating daily operations through efficient and accurate troubleshooting, technical support, and hardware repairs. Recognized for maintaining working knowledge of industry trends, emerging platforms, and evolving business needs, delivering cuttingedge solutions to streamline workflow and support organizational growth.

Areas of Expertise

IT Service Delivery

Project Management

Strategic Planning & Analysis

Leadership & Development

Applications & Cloud Storage

Regulatory Compliance

ISO 9000

Technical Support

Repairs & Maintenance

Professional Experience

Insight USA, Gainesville, GA (Remote) Jan 2014 – Present

Project Manager/Service Delivery Manager

Oversee all facets of the project lifecycle from inception to completion, communicating with key stakeholders to outline scope, strategies, timelines, and budget. Provide periodic reporting on progress to foster transparency and expectation management. Establish and standardize operating procedures and best practices to achieve high-quality service delivery.

Effectively optimize service delivery through meticulous strategic planning and data-driven process improvements

Maintain full accountability for performance, meeting customer expectations, and cultivating a robust referral pipeline

Identify and resolve critical incidents, forging a partnership with cross-functional teams to streamline solutions, as well as outline lessons learned to implement preventive measures

Manage an $18 million contract – negotiated a new two-year term ($300k annual contract) resulting in a new client Lifecycle Program that increased pricing by 56%

Partner with clients to address security concerns: develop detailed SOWs/SLAs, design tech room with key card to ramp up safety measures and lessen the possibility for data breaches, build trust with the client, and given full autonomy to oversee the security room

Delivered 69 10u Servers within 6 hours (5 days ahead of schedule) by identifying the client’s needs, strategically planning the project execution, and controlling required resources

Education

Bachelor of Science in Business Management University of Phoenix – San Diego, CA

Technical Proficiencies

Microsoft Office Suite (Word, Excel, PowerPoint) Windows 10 & 11 Office 365 Laptop & Webcam SAP

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