Service Delivery Manager

TIMOTHY D. DANIELS

Kennesaw, GA 678-***-**** **********@*******.***

GLOBAL SERVICE DELIVERY MANAGER

Account Management Cross-Functional Collaboration Stakeholder Relationships Global Service Delivery Manager with compelling experience guiding account / customer management and escalated issue resolution while managing delivery managers and technical consultants working in MS Azure, SaaS, Platform Infrastructure, and ERP environments for CGI and Hewlett Packard. Led high-performance teams to elite global platform support.

Skilled with instituting best practice operations and support methodology that delighted customers and effectively solved problems. Expertise with directing teams, working with cloud platforms, strengthening technology infrastructure, improving processes, and forging enduring cross functional and customer relationships. Earned an Executive MBA in Technology Management.

AREAS OF EXPERTISE

Team Leadership Enterprise Applications, Infrastructure, and Services Escalation Management Cloud SAAS, MS Azure, ERP Service Delivery Portfolio Owner Customer Relationships & Management Technical Support Platform Infrastructure Environments Process Improvements Trusted Consultant Disaster Recovery Global Managed Services Operations Management

PROFESSIONAL EXPERIENCE

SENIOR CONSULTANT, SAAS PORTFOLIO OWNER, DELIVERY 2018 – 2020 CGI Atlanta, GA 2014 – 2020

Portfolio owner of the delivery of services to seven clients inclusive of account and customer management, transition services and steady state delivery, and as an escalation point of contact. Led operations and support methodology along with best practices and disaster recovery planning.

Managed cross function global delivery within the MS Azure Environment.

Transitioned the first six SaaS clients into MS Azure internal cloud environment. SENIOR CONSULTANT, SAAS OPERATIONS MANAGER 2014 – 2018 Managed a team of technical consultants and service delivery managers in the implementation and support of a SaaS ERP program. Guided delivery support and production management, steady-state management within the MS Azure environment, account / customer support management, and product development and maintenance.

Handled cross function global delivery management for government clients.

Secured six government clients in the new SaaS environment by building local and global support teams, developing operations and support procedures, and creating a cloud disaster recovery (DR) program with a third party DR provider.

GLOBAL SERVICE DELIVERY MANAGER UNIX MIDRANGE 2008 – 2014 Hewlett Packard Atlanta, GA 2000 – 2014

Directed a team of technical and delivery leads as well as Level 1 to 3 support staff supporting customer Unix

(Solaris, HPUX, Linux) environments and IT infrastructure across four countries. Managed the customer relationship, financial cost management, and delivery quality / improvement initiatives for this global service area.

Managed problem resolution and issue handling according to escalation process. Timothy D. Daniels 678-***-**** **********@*******.*** Page 2

Oversaw operational commitments and resource availability, coordinated projects and project resources, demonstrated expertise working within the service delivery organization, and stayed accountable to the customer for all actions taken by the Unix tower.

Identified and addressed gaps / road blocks in the end to end service delivery value chain. IT BUSINESS CONSULTANT ACCOUNT DELIVERY MANAGER (ADM) 2004 – 2007 Delivered all IT services to meet the business partner performance goals. Served as the principal contact for operational and tactical issues related to the delivery of services to the customer. Achieved understanding of customer businesses inclusive of challenges, issues, and change requests.

Analyzed actual performance against the SLA, identified any gaps, and formulated / ensured the implementation of insightful corrective action plans on SLAs as well as any approaches developed to fix an incident, problem, and any escalated issues.

Stayed current on issues with the potential to impact delivery. CONSULTANT, CUSTOMER SATISFACTION MANAGER 2000 – 2004 Provided escalation management services typically invoked for critical outages unfixed through other department escalations, the failure to deliver a new implementation to the financial buyer, or issues caused by network, systems or application components.

Handled exceptions such as delays in responding to customer requests or if the customer presented a request unworkable through regular operational processes because the nature of the problem required immediate attention.

Conducted initial issue assessments and defined the scope, actions, key resources, and business impact.

Assigned appropriate crisis engineering resources to engage in resolving problems.

Planned and led crisis management onsite meetings / teleconferences and communications.

Held and documented post-mortems, recommending changes as appropriate. EDUCATION

Georgia Institute of Technology

Executive Masters of Business Administration in the Management of Technology University of Phoenix

Bachelor of Science in Business Management

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