CINDY POWERS Austin, TX *****

linkedin.com/in/cindypowers01

817-***-****

adu6iz@r.postjobfree.com

Versatile Service Delivery Manager

Grow Customer Relationships Drive Business Success

Innovative Project Manager with extensive experience overseeing IT hardware, infrastructure, and FinTech projects from inception through implementation and delivery. Have leadership in telecommunications and financial management. Demonstrated success in enhancing customer engagement experience in transition and delivery management. Able to think outside of the box, and assist in process improvements.

Professional Experience

Finastra

Sr. Project Manager 2022 - Present

Sr. Project Manager within Global Services Payments Team

Participates in the identification, design, development, testing, and implementation of assigned projects Interfaces with internal and external resources to ensure successful and timely completion in accordance with user needs

Interaction with Senior Management and succinct presentation of project timelines and status

Sr. Project Manager 2019 – 2022

Sr. Project Manager within the Digital Implementation Team. Ensuring successful launch to our platform with Web and mobile applications. Strong leadership to handle multiple projects to deliver on schedule and assist in the development of processes to streamline the Lifecycle of the implementation team’s projects.

Experience in a technical background as well as a project manager, which assists in meeting deadlines and communication between cross teams and clients. Effective communications and client satisfaction are one of my specialties.

Large complex projects are my current assignment with one or multiple new development products in each project

Apiture 2018- 2019

Sr. Project Manager

Liaison between Clients and end Clients for Online Banking and or Mobile Banking implementations Manages the overall external client implementation processes and reviews

Key activities include planning making release scope decisions, managing issues to resolution, scheduling testing, and facilitating the cross-team review.

Assist programmers with system validation processes, updating file format specs, creating test scripts, providing product support, or managing/monitoring the test system

ApTask 2017-2018

Sr. Project Manager at Apiture/Firstdata

Liaison between Clients and end Clients for Online Banking and or Mobile Banking implementations Manages the overall external client implementation processes and reviews

Key activities include planning making release scope decisions, managing issues to resolution, scheduling testing, and facilitating the cross-team review.

Assisted programmers with system validation processes, updating file format specs, creating test scripts, providing product support, or managing/monitoring the test system

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IBM (Continued)

Artech Information Systems 2017- 2017

Project Manager at IBM

Delivery of 3 multimillion Telecommunications/circuit contracts

Management of 3 Telecommunications vendors

Customer satisfaction and P&L responsibilities

Project financials and reporting

CTG

Project Specialist at IBM 2016- 2016

Project Management Office Support Project Managers with project office duties

Extensive knowledge in project management office and finance management

Demonstrated ability to plan, forecast & track project revenue and cost performance utilizing Project Management Institute best practices

Facilitate and drive collaboration across internal and external stakeholders and organizations, resulting in high levels of client satisfaction.

Purchase order management, invoice management, vendor management

IBM

Service Delivery Manager, Austin, TX 2014 – 2016

Awarded $8.3M contract to manage WAN, LAN, Security, and Telecom projects in 2015.

Created $151K in new business signings by cultivating a relationship with both customers and vendors. Delivery Opportunity Leader in division 2015.

Saved more than $80K in vendor costs in 2016 by aggressively managing cost and overall contract financial health.

Received both the highest customer satisfaction rating and the highest project management assessment grade.

Engagement Manager, Austin, TX 2011 – 2014

Managed projects thru lifecycle and performed Project Management Office activities for multiple client contracts across North America and globally.

Assigned strategically to special projects and additional complex assignments by IBM leadership, enhancing service to both team and clients.

Worked with cross-functional to optimize and efficiently close more than 40 contracts. Developed and implemented process, enabling Global Resources to better integrate into US delivery virtual workplace.

Analyzed contractual documents with great attention to detail, finding additional internal departmental cost savings of $65K.

Uncovered incorrect taxes being charged to the client by analyzing invoicing and billing, correcting this issue with the client and IBM.

Contract Management Resource Office, Lakeside, TX 2010 – 2011

Served as Team Lead and Project Lifecycle Subject Matter Expert on multiple complex global contracts. Used financial tools to help identify areas for improvement in delivery, minimizing scope creep without sacrificing customer satisfaction.

Instructed newly assigned Project and Engagement Managers within the organization.

Developed new and modified existing tracking tools, better communicating financial metrics and reconciling monthly financials. Built a robust Project Control Book.

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Contract Management Resource Office, Lakeside, TX 2004 – 2010

Performed Project Office support, with a focus on order management of vendor and client software, maintenance, and hardware. Single point of contact for global ordering, client, and vendor invoicing financial reconciliation, and project forecasting.

Project Support Office, Koppel, TX 2002 – 2004

Coordinated multiple large contracts, with a focus on order tracking, invoicing, and software, hardware, and maintenance services. Created and maintained project control books and developed and delivered education on all departmental processes and procedures.

Served as a focal point for escalations, and liaison between Global Resources and US-based workforce for issues related to global delivery.

Worked with the Inside Sales team, correcting errors with billing, streamlining financial processes related to invoicing, and clearly documenting contract requirements, deliverables, and scope.

Service Desk Manager, Arlington, TX 2001 – 2002

Managed Global Service Desk staffed with 25+ agents, supporting multiple US-based and global clients.

Developed and delivered new team processes, supporting continual improvement and customer satisfaction.

Performed focal role for team escalations and executive review of issues and improvements.

Produced reporting in support of multiple contracts service level agreements and overall service desk activities reports. Provided leadership with clear, evidence-based reports, improving efficiencies within the service desk.

Awards

IBM Service Excellence – awarded 6 times

Excellence Award

Eminence and Excellence Award – awarded 3 times

Bravo Award – awarded 2 times

Professional Development

Safe Certification Agile

Agile Project Series Cloud Services and Security Services Financial Planning for Project Managers

Contracts for Project Managers Advanced Engagement Leadership Financial Management Method

Leadership in a Project Team Environment Multinational Project Management

PMI Curriculum, PMBOK 2015 Engagement Leadership, IBM Training, Austin, TX (instructor)

Currently working towards ITIL and PMI Certifications

Contact this candidate