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Global Infrastructure Operations Service Delivery Manager Resume Example

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GLOBAL INFRASTRUCTURE OPERATIONS SERVICE DELIVERY MANAGER
Professional Summary

Hard worker, who believes in honesty and integrity. Good social and interpersonal skills. Quick learner who always looks for opportunities to improve the quality and efficiency of services being provided. Always up for a challenge and good at handling stressful situations. Excellent troubleshooting and problem solving skills. More than 16 years Regional and Enterprise IT experience.

Skills
  • Service Delivery Management, KPIs, SLAs, Metrics and Reporting
  • IT Infrastructure Operations (Networks, Data Center)
  • IT Management
  • IT Service Desk and End User Computing
  • ITIL/ITSM Process Design and Tools Integration
  • Vendor and Outsourcing Partner Management, Local and Offshore
Work History
Global Infrastructure Operations Service Delivery Manager , 07/2014 to Current
UTi Worldwide Inc. – United States of America
  • Develop and maintain excellent business relationship with the Business\Regional IT organizations.  
  • Ensure an Infrastructure Operations Service Catalogue is implemented and maintained, and as a minimum includes a full Global Applications Inventory linked/related to a full Global Infrastructure Inventory.  
  • Ensure Infra Ops OLA's are defined and implemented with all internal UTi IT Operational Support organizations. Hold regular Operational Level Review meetings.  
  • Ensure Underpinning Contracts are defined and implemented with all 3rd party vendors and suppliers, and regular Service Delivery and Governance meetings are held.  
  • Participate in Global CAB to be aware of planned changes that may impact availability of the operational infrastructure environment.  
  • Participate in support, resolution and communication activities in the event of Major Operational Infrastructure outages or incidents. Ensure Post-Mortems and RCA's are provide in a timely manner to customers (Business\Regional IT).
  • Implement and provide appropriate Management Reporting.
  • Participate in transition activities to ensure all new Applications and Infrastructure Solutions deployed into operation are updated in the Infra Ops Service Catalogue and Inventory.  
  • Implement Continuous Service Improvement processes to ensure that Infra Ops Service Levels always meet or exceed Business\Regional IT expectations.  
  • Implement Service Level Management processes to ensure that OLAs and UCs are always aligned with Business\Regional IT requirements within boundaries of scope and budget.
  • Take ownership of Infra Ops related projects if/where required.

Branch Service Delivery Manager, 07/2013 to 07/2014
UTi Worldwide Inc. – South Africa
  • Responsible for delivery of a high quality technical support service to the business that meets Enterprise IT standards for the entire Africa region.  
  • Manage and develop a team of 40 engineers and analyst throughout Africa who provide first line IT support to the business.  
  • Development of deep working relations with the Enterprise Remote Operations Support teams, to provide appropriate management direction and to identify trends and opportunities for improvement.  
  • Build good working relations with local business management, since the role acts as the first point of escalation, when the service quality delivered is below expectations.  
  • Prepare and manage budget for Africa Branch Service Delivery team.

Location Based Services Team Lead Coastal , 05/2011 to 07/2013
UTi Worldwide Inc. – South Africa
  • Responsible for leading and mentoring the IT technical support team (location based services) in providing expert support to the UTi business and employing a high degree of leadership, business acumen, customer service, technical expertise, and timeliness.  
  • Managing 12 IT engineers and analysts in 4 different South African regions (Cape Town, Durban, East London and Port Elizabeth).

Location Based Services Analyst , 01/2009 to 05/2011
UTi Worldwide Inc. – South Africa
  • Provide local IT support to branch operational staff (Cape Town Office - South Africa).  
  • Project management of Enterprise IT projects.


IT Service Desk Manager/Assistant ITSM Manager, 10/2007 to 01/2009
UTi Worldwide Inc. – South Africa
  • Manage Service Desk staff (4) supporting internal staff for Africa region.  
  • Take responsibility for day to day operations & activities.  
  • Assist ITSM Manager where needed with Managing other ITIL Service Management disciplines (i.e. Change & Release Management, Incident & Problem Management, Configuration Management and Service Level Management). 
  • Set quarterly objectives for each individual within the Service Desk team.
  • Provide guidance and direction to members of the Service Desk team in order to assist them in meeting their quarterly objectives.  
  • Project management of specific ITIL & ITSM projects.  
  • Continuously looking at ways to streamline/improve the current UTi processes (IT and Business) and systems to provide a better quality service to their internal and external Customers.

Education
Associate of Science: Masters Computer Diploma , 2000
Prestige College - South Africa
Bachelor of Science: Computer Network Specialist Diploma (MCSE) , 2001
Prestige College - South Africa
Accomplishments
  • Recipient of "IT Operator of the Quarter Award" in 2006.
  • TOPS (Selected to participate in in-house management training course with regards to Freight Forwarding industry jargon and the daily workings of each department within UTi Worldwide). 
  • Managing 40 IT staff and the IT budget for the Africa region.
  • Relocated by company for Global Infrastructure Operations Service Delivery Manager role.
  • Rotary Recognition Award
Certifications
  • Microsoft Certified Professional - Microsoft: 2001 
  • ITIL - Foundation Certificate in IT Service Management – Pink Elephant: 08/2006
  • ITIL - Change & Release Practitioner Certificate in IT Service Management – Pink Elephant: 09/2006
  • Management for New Managers – Astrotech: 03/2008 
  • ITIL® Foundation Certificate in IT Service Management - AXELOS/PEOPLECERT: 01/2016
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Resume Overview

Companies Worked For:

  • UTi Worldwide Inc.

School Attended

  • Prestige College

Job Titles Held:

  • Global Infrastructure Operations Service Delivery Manager
  • Branch Service Delivery Manager
  • Location Based Services Team Lead Coastal
  • Location Based Services Analyst
  • IT Service Desk Manager/Assistant ITSM Manager

Degrees

  • Associate of Science : Masters Computer Diploma , 2000
    Bachelor of Science : Computer Network Specialist Diploma (MCSE) , 2001

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