Candidates About

An accomplished Service Delivery Manager with notable experience in operations, project management, directing cross-functional global teams, and managing ITIL processes. Well-versed in developing and implementing KPIs and SLAs, identifying opportunities for process enhancements, ensuring compliance with internal policies and procedures, as well as government regulations. Adept in overseeing P&L Accountability, maintaining and monitoring budget allocations, and reviewing financial statements to ensure proper distribution of funding. Highly-skilled in managing vendor and client relationships, providing consultation services to properly assess needs according to services available, and negotiating contracts, according to the company’s ability to meet client and vendor expectations.

Highlights of Expertise

Tech Mahindra North America @ Applied Materials – Austin, TX

Providing PC Life Cycle Management and Mobility teams for Applied Materials enterprise wide, Technical Helpdesk services for North America and India, and managing GIS Deskside services in North America.

TECHNICAL SERVICE DELIVERY OPERATIONS MANAGER I (2017 to Present)

Oversee operations for the Global Shared Technical Support Center with more than 103 combined managers, supervisors, level 1’s, and remote resolution, PCLM, Deskside and Mobility Service Delivery Agents. Ensure compliance with Statement of Work (SOW), and negotiate all out of scope requirements. Discuss change management process with stakeholders to determine feasibility and validity of proposed changes, and adjust project timeline according to approved out-of-scope changes. Providing management oversight and guidance for US and India Technical Support, mentoring and guiding new technicians and providing professional development opportunities for continued growth and advancement.

·       Build and maintain vendor/client relationships, and manage Service Level Agreements (SLAs) and Service Level Objectives (SLOs) across multiple teams and vendors.

·       Direct day-to-day activities of training, project management, shared service desks, trend analysis and reporting.

·       Facilitate P&L on all distributed assets for North America under the Mobility and PCLM teams.

Legacy Electric, LLC – Dallas, TX

Managed client and vendor relationships, new account development, and served as department liaison company-wide.

OPERATIONS MANAGER (2015 to 2016)

Direct day-to-day operations, monitoring delivery of service, ensuring compliance with contract specifications, and meeting or exceeding Key Performance Indicators (KPIs and Service Level Agreements (SLAs).  Developed and analyzed operational reports and metrics, identifying trends, performance deficiencies, and business processes requiring major improvements or adjustments. Oversaw subordinates and other cross-functional team members, provided team building and professional development opportunities, in addition to monitoring effectiveness and efficiency of the teams.

·       Embraced and implemented company values (teamwork, people centricity, transparency, integrity, respect and fun), ensuring compliance at all levels of management.

·       Trained staff on new processes and procedures to ensure implementation complies with the requirements of the client. .

·       Developed an Excel based expense report which calculated Mileage, est. fuel usage, trip costs and validating within service area by just Zip code entries, reducing expense reporting from 20 minutes down to <1 minute.

Atos North America (Formerly Xerox Business Services) – Celebration, FL

Served as Single-Point-of-Contact for all escalated and high-severity issues. Assisted with account development, maintenance and account management, and facilitating vendor and client relations.

TECHNICAL SERVICE DELIVERY MANAGER II (1999 – 2015)

Managed a technology budget of $11.2M for shared services including WFA and SLA’s. Oversee operations at a Global Share Technical Support Centers ensuring proper support for all locations including client remote sites.  Direct cross-functional teams totaling more than 312 supervisors, managers, level 1’s and remote resolution service delivery agents, and provided management oversight for operations in the Philippines, Mexico, Poland, India, the U.S. Spearheaded high-impact projects for major upgrades, operational changes, and implementations and oversaw CRM process design, testing, and implementation for Service Center, Service Now, BMC Remedy, CA, and Service Manager. Collaborated with clients to negotiate and finalize SLAs and OLAs across multi-client organizations and multi-tower implementations.

·       Reduced headcount by 32% by consolidating support teams and redistributing client base.

·       Improved support models for three separate clients, ultimately increasing revenue in all three instances.

·       Secured a 90% renewal rate for a portfolio of 15 high-valued clients.

·       Key contributor and stakeholder for the ITIL implementation enterprise-wide for problem, incident, and knowledge management.

Additional Experience

ELECTRICAL SUPERVISOR  §  the Lentz Group, Inc. - Dallas, Texas

INFANTRYMAN, ACTIVE AND RESERVIST  §  U.S. Army

Professional Development:

ITILv3 Foundations Certified | ISO 20000 - Incident Management Site Rep (Dallas) | ISO 20000 - Knowledge Management Process Owner | STI (HDI) Certified Help Desk Manager | ACS Key to our Success Award winner - Disk Encryption

Technical Proficiencies

Licenses

Work Requirement: Journeyman Electrician

Client Support Requirement: Nevada Gaming Control Board License