Service Delivery It Manager

IT LEADER DRIVING CONTINUOUS IMPROVEMENT IN SERVICE DELIVERY

Strategic and solutions-oriented professional with 25+ years of experience as a Regional IT manager managing and driving substantial improvement in IT service delivery. Spearheads various process improvement initiatives by identifying service gaps through communication with multi-disciplinary stakeholders. Operates as a leader, developing staff functionality while prioritizing diversity, equity, and inclusivity practices. Maintains stakeholder alignment, sources reliable vendors, and resolves system errors upon identification to sustain client satisfaction and enhance operational efficiency.

CORE SKILLS & COMPETENCIES

Departmental Liaising

Vendor Management

Equity, Diversity, & Inclusivity

Service Gap Identification

Long-Term Strategic Planning

System Creation & Implementation

Team Performance Management

Service Desk & Technical Assistance (ITIL Service Model)

Resolution Management

Business Continuity Prioritization

Escalation Support

Continuous Process Improvements

PROFESSIONAL EXPERIENCE

Capgemini America Inc. (Managed Services Provider) New York, NY

Regional On-Site Support IT Manager Aug. 2021 – Dec 2024

Overview: Supporting desktop hardware and software services as MSP (Managed Service Provider) for McCormick Inc. (Hunt Valley, MD) within the United States, Canada, and Mexico; operating as business technical liaison responsible for maintaining endpoint devices. Directs IT support technicians tasked with delivering IT service management, SLAs, KPIs, incident management and equipment deployment at McCormick’s headquarters based in Hunt Valley, Maryland

Current Work Activities:

Managed Tier2 IT local support tickets for McCormick’s North America region. Successfully reduced the support ticket queue from over 700+ tickets to an average of 200 tickets handled by a team of 12 technicians. Support activities also included offering a local Genius/Tech Bar service for end users to receive on site local assistance.

Operates as IT endpoint coordinator, guiding on-site support resources towards aligning requirements alongside other IT teams to deliver designated project work as established by McCormick. Local support activities include coordinating the delivery of on-site smart hands support for remote network teams required from network resources and handling BAU activities including supporting PC refresh of laptop/desktop estate.

Maintain alignment with key McCormick stakeholders and business partners to develop collaboration and holistic business enhancement and development.

Atradius Trade Credit Insurance and Collections Cockeysville, Maryland Mar. 1997 – Jun. 2021

Americas Regional IT Manager Jan. 2005 – Jun. 2021

Overview: Supported 250+ employees within the United States, Canada, and Mexico, operating as relationship manager responsible for maintaining continuity with European headquarters. Oversaw IT support technicians to drive enhanced service delivery for end-users through driving efficient incident management and process improvement initiatives.

Selected Accomplishments:

Operated as team sponsor guiding the team to align requirements alongside international teams. Unified diverse teams and vendors to direct the rollout of operational services through the Americas, and all global counterparts.

Appointed business continuity manager, responsible for implementing business strategies for the Americas by maintaining documentation, adhering to global and regional compliance policies, facilitating semi-annual business continuity meetings, and test exercises.

Key Responsibilities:

Business Needs Identification: Conducted regular meetings alongside multi-disciplinary, global stakeholders to evaluate pain points and drive strategy for the IT service department. Communicated information and relevant data to company executives on local and global platforms to address concerns through forward-thinking solutions.

Strategic Vision: Proactively managed internal expectations while detecting service gaps between local presence and IT department. Designed and communicated roadmaps for short-and-long-term goals, prioritizing initiatives based on feasibility and urgency while maintaining uninterrupted service operations.

Staff Coaching & Development: Directed the end-to-end onboarding and training process for junior staff members and interns, aligning capabilities with delegated tasks to promote expedited professional growth.

Budget Management: Conducted all forecasting for expenses and capital improvements to establish the semi-annual budget for local region, managing this value throughout the year to optimize costs.

Vendor Negotiations: Developed long-standing, trusted relationships with external vendors, seeking opportunities for repeated business. Operated strategically to equally prioritize financial resources and operational feasibility.

Technical Assistance: Demonstrated leadership capability, striving to showcase collaborative approach while concurrently completing tasks to improve staff understanding. Assisted in completing technical tasks, assisting with user operations, and developing personal relationships with clients to promote staff confidence.

Project Management: Facilitated 15+ office moves throughout various locations, identifying staff needs and overseeing the acquisition of resources to enable appropriate setup of aligned technical infrastructure.

District IT Manager Jan. 2001 – Jan. 2005

Overview: Operated as IT manager for US offices, developing training programs for staff and driving operational direction.

Selected Accomplishments:

Unified IT teams to transition from Fidelity and Deposit-based operational applications to systems deliverables within NCM IT structure. Application changes spanned Lotus Notes to MS Exchange, Lotus 1-2-3 to Excel, and Novell Netware to Windows Server.

Forged business-critical vendor relationships to effectively support local IT infrastructure during interim period while systems were connected to Atradius’ global platform.

IT Coordinator, Technical Specialist Mar. 1997 – Jan. 2001

Overview: Liaised between NCM and The Fidelity and Deposit Company to deliver hardware to external sales managers and supporting collective US-based team. Aligned with IT team to ensure NCM-based networking and operational services met requirements within shared IT platforms.

EARLIER NOTEWORTHY EXPERIENCE

Technical Support Specialist, Network Administrator Agency Services Inc. Sep. 1989 – Mar. 1997

Overview: Guided ASI customers using remote telephone support, while writing user documentation using various desktop publishing applications. Served as software tester and debugger to assist the internal programming team with proprietary software development. Facilitated visits to ASI’s 5 office locations for user training and equipment inventory maintenance.

EDUCATION

Master of Divinity Howard University May. 2011

Bachelor of Science, Psychology Towson University Sep. 1991

Additional areas of study included course work in the fields of Math and Computer Science.

References available upon request.

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