IT Project & Service Delivery Manager

Michael Murray

Vineland, NJ ***********@*******.***

609-***-**** www.linkedin.com/in/mmurray7

IT PROJECT MANAGER / SERVICE DELIVERY MANAGER

Drive Continuous Improvement, Growth, and Success for the Enterprise

Extraordinary, resourceful technology project & service delivery manager that employs knowledge, experience, and strong social, analytical, and collaboration skills leading technical teams to meet and exceed customer expectations. Expert in service delivery, solution integration, process implementation and project/program management combined with enthusiasm, integrity and motivation. Areas of expertise include:

Project Management IT Services Integration

Managed Service Delivery Security & Compliance Management

Incident, Problem & Change Management ITIL Processes

BARRETTA PLUMBING, HEATING, & COOLING Vineland, NJ

Service Manager Jan 2021 – Current

Manage projects, day-to-day schedule, customer communications, proposals, and dispatch operations. Responsible for IT including network, workstations, mobile devices.

INSPRO TECHNOLOGIES, Crum Lynne, PA

Service Delivery Manager April 2018 – June 2019

SDM Reporting to the Director of Information Technology managing Infrastructure projects and hosting services. Responsible for coordinating professional services teams with Ops Leader implementing, upgrading, and managing the hosted IT environments for Insurance industry clients that includes network, server, storage, groupware, database, security, batch operations, and end-user support components..

IBM GLOBAL TECHNOLOGY SERVICES, Marlton, NJ

Delivery Project Executive 2007 – 2016

Account lead implementing and managing the outsourced IT environment for Finance and Insurance industry clients that include network, server, storage, groupware, database, security, asset, and end-user support components.

Managed clients’ environments effectively with global technical team of 50+ members with 20+ sub-teams and annual budget ranging of $5m. Exceeded annual profit and cost targets 9 straight years selling new business and implementing automation improvements, productivity increases, security upgrades, and knowledge sharing practices.

Engagement / Solution manager responsible for driving new customers’ projects from inception through implementation.

Earned customer satisfaction scores of 9 or better (1 - 10 scale) every year as primary client interface, providing strategic direction, thought leadership, collaboration, and knowledge sharing among our extended teams.

Responsible for profit and revenue growth targets (sales) within my responsible accounts meeting or exceeding profit & revenue growth targets 8 of 9 years.

Generated satisfactory compliance and 100% service levels attainment history while performing architect, compliance manager, and availability manager roles utilizing efficient ITIL based processes, procedures, and tools to design, implement, and manage the customers’ IT environment.

Implemented client re-location and hardware refresh projects on time and within budget through effective solutioning, planning, and project management.

Implemented and managed network, host, and end user security systems with no data loss or security breaches while performing the Information Security Manager role during tenure.

Project Manager 2002 – 2006

Served as Engagement / Project Manager on Aetna Life Insurance Company account selling, solutioning, and implementing complex solutions to satisfy strategic business requirements for multiple IT related projects, including correspondence imaging, lead generation, and call center implementations. Established and managed customer relationships and business partners, along with providing technical support and leading technical resources. Project management responsibilities for multiple simultaneous small to large projects during this position.

Advisory Project Manager 1997 – 2002

Application Team / Project Lead for suite of Electronic Data Interface (EDI) applications and team of 10 IT professionals within Prudential Healthcare/Aetna account. My team maintained the source code, availability, and batch processing of the the automated entry and eligibility validation processing applications.

EDUCATION

Bachelor of Science (BS) Business Administration, Specialization in Management Information Systems, Rowan University, Glassboro, NJ

ADDITIONAL SKILLS

Project Management, Program Management, Issue Management, Financial Management, Network Data/Voice Management, Private/Public Cloud, Change Management, Asset Management, ISEC/ITCS104, Budget Management, Negotiations, Systems Management, Groupware Management, Conflict Management, Risk/Threat Management, Vulnerability Management, Configuration Management, EDI

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