Delivery Manager Service
Resume:
INTERNAL
Kevin S. Siegel
Service Delivery Manager, Regional Operations Manager
An accomplished industry leader recognized for developing "Gold Standard" teams and enabling future trailblazers. Balancing solid skills in research, design, development, and implementation of operations-wide global solutions while creating a comprehensive strategy paving the way for future leaders. EXPERIENCE SKILLS
Process
Improvement/Solutioning
Customer Experience
Project Transition to Steady
State and beyond
Motivator
Training
Mentoring/ Coaching
Hiring/Staffing
Reporting
Team Leadership
Team Building
Service Management
ServiceNow
Customer-Centric
Vendor Management
Asset Management
Excel, Word, PowerPoint
PowerShell
Power Automate
Active Directory
Microsoft Server
Microsoft Exchange
Cisco
CERTIFICATES
MCSE Certification
Cisco CCNA Certification
Novell CNE Certification
AWS Cloud Practitioner
HCL Technologies, Regional Service Delivery Manager – Tenet Health Engagement (Oct 2022- present)
Transitioning team from one MSP to HCL
Reducing costs by providing efficiencies in process to reduce staffing to appropriate levels
By using ServiceNow dashboards, we have provided more useful information to the teams to address and resolve issues in less time which immediately had a positive effect on customer satisfaction.
Introducing better communication via Weekly Governance meetings that provide clear and usable metrics to the customer to understand where the progress in being made. ExxonMobil Durango Project (2021-2022)
Established team for inception of new project while keeping margins within specified parameters.
Transitioning ExxonMobil customer to new MSP project stressing partnership, cooperation, and transparency. Working with customer and managed service leaders to ensure a seamless delivery of services at Steady State launch date.
Service Delivery Manager for delivering new and different ways to provide best in class customer service to a new customer. Using new reporting features, strategies and clear and concise communication that keeps all entities engaged and informed.
Remotely heads a team of 4 Tower Leads and 35 Field Technicians that cover 440 sites within the Midwest United States.
Weekly and Monthly stewardship meetings to clearly discuss issues so customer and team are fully aware and engaged
The Estée Lauder Companies (2020-2021)
Introduced stability and conviction to a failing Field Service organization by promoting communication, information, and process
Brought credibility to a global delivery service with thought leadership, empowerment, and shift-left mindsets
By cascading information and establishing daily strategy meetings with the team leading to a more productive workday, enhancing team efficiency
Improved business margins from negative 18% to positive 20% on $85 million annual revenue
Formed extreme partnership with ELC Employee Experience Team to drive service evolution
Provided discipline in the team that paid dividends resulting in a 94% reduction in backlog
Created and administered new process for managing asset inventory both influx and outflow of equipment Verizon (2019 – 2020)
Lead role in knowledge transfer and transition for newly signed HCL account
Directed a team of 50+ dedicated Field Service Technicians across 700+ retail and office locations
Daily engagements with Verizon VMO to facilitate customer's vision of support for their employees
Launched alternative ideas, processes, and procedures to provide efficiencies in site travel resulting in mileage and time costs which in turn led to an overall reduction of time spent per service ticket of 9%
Matured team focus and awareness relating to service ticket hygiene that led to faster closure times and higher resolution rates
LIPA/ PSEG Long Island (2010-2019)
Managed server farm of over 1800 servers and a team of 20 engineers
Successfully migrated entire server farm to AWS Cloud one month ahead of schedule
Managed Desktop Support team handling over 4000 end-users in 17 sites
Fully engaged with MSP to ensure Managed Service Organization followed agreed-upon SLA, KPI, and contractual standards via weekly, monthly, and quarterly governance *****.*********@*****.***
Syosset, NY
www.linkedin.com/in/kevin-siegel
ABOUT ME
Driven IT Leader
Passion for Mentoring
Communicator
Teacher
Customer Relations Wizard
Husband
Father
Grandfather
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