Service Delivery Manager

Rafah Masri Alexandria, VA 703-***-**** *********@*****.*** linkedin.com/in/rafah-masri-4b873923 Service Delivery Manager (SDM)

Driving seamless service delivery through agile leadership and operational excellence. Deliver large-scale IT operations by orchestrating cross-functional teams, aligning change initiatives and embedding Agile into complex service environments. Advance performance by automating reporting, accelerating release cycles and compliance with service expectations. Lead migrations, optimize enterprise infrastructure and foster transparency across stakeholders to enable delivery of high-impact outcomes in regulated and mission-driven environments. CORE EXPERTISE

Service Delivery Management Cross-Functional Leadership SLA Compliance Reporting Automation Change Management Process Optimization Metrics Reporting Stakeholder Communication Infrastructure Modernization Migration Planning Agile Delivery SDLC Oversight Release Management DevOps Oversight PROFESSIONAL EXPERIENCE

TriWest IBM Feb 2022 – Present

Service Delivery Manager

Directed cross-functional collaboration between IBM and TriWest for cloud and data center operations, adhering to HIPAA-compliant standards. Oversaw team of 8 while managing enterprise reporting automation, providing team support and handling client-facing communications to ensure contract adherence and operational excellence. Key Skills: Service Delivery Management, Cross-Functional Leadership, SLA Compliance, Reporting Automation

Cultivated people management across IBM tenure, conducting performance reviews, mentoring, and career development for up to 10 direct reports across delivery teams.

Reduced reporting time by 90% by automating monthly metrics collection process across teams.

Improved team morale and retention by guiding team members through IBM mental health resources and short- term disability leave.

Delivered on-time RCA and Executive Summary reports by aligning client expectations and internal standards.

Strengthened delivery by presenting maintenance, escalations and milestone updates during client meetings.

Maintained compliance by monitoring and reporting on Service Level Agreements (SLAs), Service Level Objectives

(SLOs) and Customer Satisfaction Surveys (CSS)-rated service recovery metrics on monthly basis.

Enhanced collaboration and expedited issue resolution by serving as central liaison between TriWest and IBM PS Cloud Shared Services.

Army GFEBS IBM Apr 2019 – Dec 2021

Configuration Manager

Led change management lifecycle for ERP sustainment projects supporting Army-wide operations. Collaborated with technical and functional teams to develop reporting structures, optimize processes and enhance audit readiness. Key Skills: Change Management, Process Optimization, Metrics Reporting, Stakeholder Communication

Increased closure rate by developing metrics reports to identify, track and escalate unclosed change requests.

Strengthened performance by executing change process across sustainment workstreams.

Improved efficiency by monitoring process outputs and submitting enhancement proposals to stakeholders.

Maximized coordination by managing communication strategy across teams to ensure unified process direction. Rafah Masri 703-***-**** *********@*****.*** 2 Page USAID IBM Jan 2018 – Mar 2019

Server Refresh/AD Migration Team Lead

Championed dual-track initiative to modernize server infrastructure and redesign Active Directory across all USAID global missions. Spearheaded and merged technical teams to execute 160 migrations, ensuring post-migration readiness and established change governance through stakeholder engagement. Key Skills: Infrastructure Modernization, Change Management, Stakeholder Engagement, Migration Planning

Increased stakeholder readiness by providing daily reports, stand-ups and mission engagement to support adoption and visibility.

Improved tracking transparency by creating virtual task board in ServiceNow for real-time status updates on requests and decommissions.

Minimized migration errors by coordinating teams to develop cookbooks and SOPs that ensured stable cutovers. U.S. Department of Homeland Security – Transportation Security Administration IBM Dec 2015 – Dec 2017 Development Team Manager

Orchestrated software development for Secure Flight system, supporting national security and real-time passenger vetting. Directed 40+ developers and architects across full SDLC. Collaborated with stakeholders, release managers and agile teams to deliver high-availability applications that integrate custom and COTS platforms. Key Skills: Agile Delivery, SDLC Oversight, Cross-Functional Leadership, Release Management

Increased alignment by compiling status reports and chairing management meetings to address risks and issues.

Improved velocity by executing agile sprints, ensuring completion of prioritized tasks.

Reduced defects by managing requirements, builds, testing, and Level 3 support across SDLC.

Enhanced stability by automating application build process using continuous integration.

Streamlined delivery by establishing development processes, implementing version control and establishing release standards across teams.

Facilitated transition from legacy tool by presenting Jira demo to showcase tracking and workflow efficiency.

Delivered Near Site Agile model by aligning development lifecycle with secure requirements.

Supported release cycle by coordinating ServiceNow-led post-release reviews and change process evaluations.

Improved coordination by negotiating release timelines, dependencies and resolution with internal customers. EARLY CAREER EXPERIENCE

DHS - United States Citizenship and Immigration Services IBM, Deputy Operations and Maintenance Manager U.S. Department of Veterans Affairs IBM, Operations and Maintenance Manager U.S. General Services Administration IBM, System Analyst Global Business Services IBM, Data Center Manager PricewaterhouseCoopers, LLP, Groupware & Messaging Team Lead EDUCATION & CERTIFICATIONS

Courses, Computer-Oriented Mathematics, University of Toledo (Ohio), US Certifications

Certified Scrum Master, Scrum Alliance

IBM Generative AI Foundations, IBM, 2024

IBM Watsonx Essentials, IBM, 2024

IBM Growth Behaviors, IBM, 2024

Consultant Profession Certification – Experienced, IBM, 2020

Government Insights and Solutions (Silver), IBM, 2016

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