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Director of Service Delivery Resume Example

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DIRECTOR OF SERVICE DELIVERY
Summary

High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Devises innovative solutions to resolve business and technology challenges. Strong background in project management and product support.

Highlights
  • Project tracking
  • Budgeting and resource management
  • Performance criteria tracking
  • SLA implementation
  • Cost reduction and containment
  • Healthcare industry best practices
  • P&L management
  • Customer relations specialist
  • Process improvement
  • Multi-unit operations management
  • Vendor sourcing
  • Productivity improvement
  • Work flow planning
  • Cost estimating
Accomplishments

New Service Offering:

  • Spearheaded a company-wide innovation initiative resulting in a new service offering in under 6 months with 3 clients implemented under a year
  • Successfully built and delivered first measurable go live service in market

Process Development:

  • Compile assessments of desktop deployments and support strategies for new accounts
  • Implement best practice for desktop support and asset management
  • Implemented a more robust quality assurance review program

IT Management:

  • Facilitated refresh of 250K PAC's devices at 5 hospitals, and manages the front end software deployment of 2 major clinical system upgrades
  • Successful Project Management of projects up to 27 million
  • Manage a team of 100+ analysts supporting 24 hospitals and 2 colleges
  • Built server team to support 6 health systems, establish process for turnover between implementation team and the support team

Implementation:

  • Manage technical implementation of six accounts
  • Directed projects over 50 health systems on time and within budget
  • Provide technical oversight for implementation of all new applications and technical products for the Service Desk and the Operation Center

Business Development:

  • Provide subject matter expertise in sales cycle
  • Cost modeling and fixed pricing assistance to the business development team

People Management:

  • Aided employee growth, resulting in 10+ employee promotions
  • Responsible for hiring, training, mentoring, team building, performance management and employee reviews of 100+ employees
Experience
PersadoBoston , MADirector of Service Delivery07/2012 to Current
Check Point Software TechnologiesCincinnati , OHOperation Center Manager03/2002 to 07/2012
  • Operation Center Manager 2010-2012
  • Technical Support Manager 2010-2012
  • Service Desk Manager 2007-2010
  • Desktop Support Supervisor 2005-2007
  • Citrix Admin 2002-2005
Compuware CorporationCity , STATEProfessional Services Consultant09/1999 to 03/2002
United Parcel Service UPSCity , STATETech I08/1998 to 06/1999
Education
Bachelor of Science:Telecommunication Management1999DeVry University
Professional Development:How to excel at Managing and Supervising People
Professional Development:Leadership 101
Professional Training:Cisco Certified Network Associate Boot camp
Professional Training:Brian Madden Server Based Computing Boot Camp
Presentations

New Service Offering Debut - link

Igniting the Power of Support for Profit and CSAT - Presenter - link

Services Technology Advantage Case Study - Presenter - link pg 23

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

77Average
Resume Strength
  • Completeness
  • Formatting
  • Measurable results

Resume Overview

School Attended

  • DeVry University

Job Titles Held:

  • Director of Service Delivery
  • Operation Center Manager
  • Professional Services Consultant
  • Tech I

Degrees

  • Bachelor of Science : Telecommunication Management 1999
    Professional Development : How to excel at Managing and Supervising People
    Professional Development : Leadership 101
    Professional Training : Cisco Certified Network Associate Boot camp
    Professional Training : Brian Madden Server Based Computing Boot Camp

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