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Senior Service Delivery Manager Resume Example

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SENIOR SERVICE DELIVERY MANAGER
Summary
Accomplished senior-level manager with over 20 years of successful strategic and tactical leadership within Information Technology across a diverse range of industries and roles. Pragmatic visionary with a positive attitude and steadfast commitment to excellence. Expertise in managing organizational change to achieve maximum results. Entrepreneurial leadership style with highly effective planning, organizational, and communication skills and a solutions-oriented approach to problem solving. Demonstrated ability to instill a common vision and develop a dynamic successful team based on trust and mutual respect.
Highlights
  • Profit & Loss Management
  • Business & IT Alignment
  • Strategic Planning & Vision
  • Team Building & Leadership
  • Corporate Culture Change
  • Operations Management
  • Customer Relationship Management
  • Business Continuity & Disaster Recovery Planning
  • Service Delivery Management
  • SELECTED CAREER HIGHLIGHTS:
  • Operational leadership roles including multimillion-dollar P&L management and strategic planning for Financial Services and Energy Trading corporations.
Experience
Senior Service Delivery Manager, 04/2014 to 04/2016 SunGard AvantGard/FIS Treasury Software Solutions
  • Act as FIS's representative and single point of contact and escalation for both assigned customers paying for Premium Service Delivery and also pooled customers for Standard Service Delivery.
  • Provide clear, effective communication and proactive relationship management with and between the Customer and FIS support and professional service teams.
  • Ensure the delivery and operational performance of Managed IT Services that meet and/or exceed the quality and service levels specified in the Customer agreement.
  • Drive cross regional (APAC, EMEA and Americas) communication to ensure that the regional support teams execute on agreed upon project management principles, practices and delivery in a timely fashion.
  • Identify critical risk factors and provide mitigation strategies to the supporting project managers while communicating and soliciting feedback and assistance from internal and external project sponsors.
  • Coordinate weekly and/or monthly alignment meetings utilizing agreed upon KPI's and develop Project Deliverables for customer Steering Committees and leadership reviews.
  • Created reporting tools for monitoring Severity A incidents and providing monthly credit exposure reporting based on Service Leve Agreements with each customer.
  • Developed training program for integrating FIS graduate program members into Service Delivery team with a career path though Analyst and Associate roles to Service Delivery Manager.
  • Drove process improvement initiatives to deliver efficiency within Service Delivery functions.
  • Acted as subject matter expert within Service Delivery and support teams for process and delivery of Disaster Recovery planning and the execution of recovery exercises.
Technology Project Manager, 04/2013 to 03/2014 TEKsystems Bank of America
  • Corporate Workplace Projects Team Perform Technology related Project Management for medium to large scale Corporate Workplace initiatives within the South East Region.
  • Project moves defined as 25+ users or where significant construction warrants the engagement of Technology oversight above and beyond MAC capabilities.
  • Provide overall coordination and data gathering for assigned projects and maintain their application and hardware requirements and dependencies for communicating with, and direction of, Bank in-house or out sourced technology teams.
  • Projects include workplace moves (both between facilities and within facilities), build outs and decommissions.
  • Responsibilities include: Identify technology scope for engagement Prepare and manage technology budget for project technology Prepare plan and timetable for technology implementation and coordinate with facilities PJM for execution.
  • Ensure all compliance related issues are identified and met.
  • Ensure timetable and budget are adhered to, with issues escalated appropriately.
  • Managed 12-15 simultaneous projects for locations in Delaware, Florida and Texas, with onsite presence for initial scoping and final delivery.
Service Delivery Manager, 12/2011 to 03/2013 SunGard Availability Services LLC
  • Managed Recovery Program Act as a single point of contact for 7 assigned Managed Recovery Program customers Identify, project manage and coordinate SunGard Service Owner Groups to ensure they are delivering contracted services and meeting customer requirements.
  • Provide overall coordination and data gathering for customer's production environment to document and maintain their application and hardware requirements and dependencies for recovery testing and/or actual disasters.
  • Confirm production hardware requirements against contracted recovery solution and configuration ATOT/ATOD against maintained documentation of customer's application production environment.
  • Regularly meet (weekly, monthly, and quarterly) with assigned customer base key individuals to capture changes to customer production application, system, and hardware environment than may impact availability and recoverability and trigger remediation to the contracted hardware, procedures and services for the customer.
  • Establish relationships and effectively communicate with key members of customer's technical team including application, systems, and management personnel.
  • Act as an escalation point for the customer and SunGard during Advanced Recovery implementation, ATOT, ATOD and on a daily basis.
  • Develop, implement, and maintain standard practices for test preparation, execution and post test activities.
  • Identify and Coordinate all SunGard resources and their responsibilities needed for recovery test preparation and execution.
  • Manage test objectives, scope and success criteria.
  • Track, report and communicate progress during test Create a Post Test Report containing successes, issues, proposed resolutions and improvement opportunities.
  • Coordinate a formal post test meeting with customer and various SunGard service owners.
  • Establish plan and milestones for resolving issues or improvement recommendation as a result of any recovery exercise.
09/2009 to 11/2011 Qualium, LLC
  • Project Management/Consulting - Disaster Recovery Planning, Data Center Relocation, Infrastructure Inventory and Assessment, ITIL & COBIT Readiness Assessments Disaster Recovery Plan development and phased remediation plans for two Jacksonville based Healthcare Services organizations.
  • Performed a Business Impact Analysis (BIA) detailing the recovery time objectives and recovery point objectives for the changing needs of each business function.
  • Developed a Gap Analysis between the current plan capabilities and the BIA identified requirements.
  • Identified alternate recovery site strategies with projected capital and operational costs.
  • Remediation plan with phased deliverables to show demonstrable improvements in recoverability.
  • Multi year budget projections for capital and operational costs with cost mitigation strategies Performed ITIL & COBIT Readiness Assessments.
  • Developed and utilized tools based on the ITIL & COBIT Maturity Models to assess readiness.
  • Analyzed documentation of key processes and procedures as supplemental data.
  • Created GAP analysis and developed short and long term plans for organization changes to achieve desired improvements to service delivery and management.
Manager, 06/2004 to 08/2009 The Energy Authority, Inc
  • Architected the design and managed the implementation of all technology in a new HQ office facility including data center, trading floor, cabling systems, meeting rooms, media management and phone switch replacement.
  • Planned the HQ facility move of all technology with zero downtime for 7x24 trading floor using proven disaster recovery facilities for failover during the move, validating the capabilities of our Disaster Recovery plan.
  • Redesigned the Disaster Recovery facilities to provide failover of all business critical functions within 60 minutes.
  • Achieved cost savings and cost avoidance through the renegotiation and replacement telecommunication networks and the introduction of free space optical equipment for local communications.
  • Prepared and managed the capital and expense budgets for all IT expenses, including 5 year capital projections: Maintained flat year-to-year operational and capital costs while improving infrastructure and services.
  • Typical BAU capital and operational budget of $2M and project budgets of up to $10M.
  • Integrated technical operations of an acquired business in Bellevue, WA including connectivity and support.
  • Provide day-to-day management of a department that provides: Full support for all infrastructure components including Computer Networks (local and wide area), Tiered Storage (300TB's), Servers and Telephone Systems with approaching 5 "9's" reliability Client support for 120 users in Jacksonville, FL and 30 users in Bellevue, WA.
  • Team also provides maintenance support for 40+ workstations across 2 disaster recovery hot standby sites.
  • Business Continuity Planning and Management, including a fully tested Disaster Recovery Plan and a published plan for handling Pandemic Incidents.
  • Consulting, Disaster Recovery Review and Planning Reviewed the existing Disaster Recovery Plan and test for a 7x24 trading environment.
  • Performed a Business Impact Analysis detailing the recovery time objectives and recovery point objectives for the changing needs of each business function.
  • Developed a Gap Analysis between the current plan capabilities and changing business requirements.
  • Performed a review of alternate recovery site strategies with estimated costs including the use of mobile facilities.
  • Managed a prioritized remediation plan with quarterly phased deliverables and projected capital and operational costs to progressively improve recoverability, showing anticipated time to recover improvements by system.
10/2002 to 05/2004 Consulting
  • Computer systems support for small/medium professional practices Performed network infrastructure upgrades to improve performance for environments supporting 20-40 hosts.
  • Provided Internet access via broadband and mobility via a secured Wireless Network.
  • Implement standardization programs to remove Windows 98, ME, NT4.0 and NetWare and replace with Windows 2000 Server & XP Professional Workstations.
  • Additionally, standardized the office productivity tools used on Office XP.
  • Integrated Dental X-Ray imaging equipment with Practice Management Software storing the resultant images electronically eliminating the use of film and significantly reducing the level of radiation utilized.
  • Integrated Tax Preparation software, basic bookkeeping, accounting, payroll products and Microsoft Office XP to provide an integrated accounting office.
  • Implemented best practices use of tape backup systems and configured periodic data archival to CD/DVD to meet long term storage and retention needs.
Vice President, Regional Manager, 01/2000 to 10/2002 CSFB & DLJ － New York, NY
  • Managed the consolidation of the DLJ Equities Data Center to CSFB locations Data Centers consolidated in 6 weeks with zero production down time to Equities LOB CSFB able to realize a $50M profit through the subletting of space.
  • Established Global Customer Relationship role to restore business unit confidence in Global Engineering Ensured the alignment of the business, development and technology roadmaps Created a prioritized set of engineering projects based on business drivers.
  • Managed the Disaster Recovery Site activation for CSFB's Back Office during 9/11.
  • Critical Systems were recovered within 4-6 hours, and full service was restored within 48 hours.
  • Managed post 9/11 remediation projects from 9/11 recovery lessons learned: Managed the rapid migration to centralized enterprise backups using Veritas NetBackup and fiber attached silos for 3,000 host systems globally.
  • Developed business case for additional resources for Disaster Recovery Engineering and the active involvement of Global Engineering in Disaster Recovery Planning.
  • Managed the Americas Systems Engineering group for distributed systems supporting 30,000 desktops and 3,000 servers using Windows NT4.0, 2000, XP and Unix platforms for the standardized management of a global environment.
Consultant, 06/1999 to 01/2000 Fleet Securities － New York, NY
  • Production Services, Audit & Y2K Remediation Managed the remediation efforts in response to a Fleet Bank corporate audit.
  • Tasks included: Created operational plans for a distributed data center that incorporated systems monitoring and management, job scheduling and centralized systems backups to support a 3,000 user environment.
  • Business Continuity and Disaster Recovery planning for the Quick & Reilly Brokerage and US Clearing Trading environments.
  • Managed Y2K remediation, and scheduling of resources and activities for support through the Y2K changeover resulting in zero dollar impact production incidents.
Vice President, 01/1995 to 05/1999 Lehman Brothers － New York, NY
  • Server Engineering, Systems Management and Tools Development supporting 10,000 workstations and 2,000 servers globally.
  • Analyzed the impact of a vendor change from Compaq to Dell.
  • The benefits were a saving of $2-3M per annum in workstation costs, a significant improvement in server storage technology and the ability to exploit the Dell Plus service to reduce in-house platform engineering and ease remote deployments.
  • Designed an enterprise systems monitoring system for the NT environment using CA-Unicenter TNG.
  • Coordinated the global rollout of CA-Unicenter to Europe, Asia and the Americas.
  • Managed the design and development of a custom event escalation system to route critical event notifications to support staff and management via 1-way and 2-way pagers.
  • Performed Global Technical Liaison Role for the enterprise migration and consolidation using Windows NT.
Vice President, Global Engineering Manager
  • Initiated the standardization of infrastructure management services globally.
  • Scope of project included services for centralized backup, systems monitoring and job scheduling Managed the technology review for a redesigned 600 seat Equities Trading Floor in New York.
  • In addition to a technology refresh, specifically reviewed technologies to: Remote the workstations from the trading desk resulting in improved heat dissipation, greater seating density and eliminating the need for expansion of existing HVAC.
  • Improve service levels through remote execution of "hot swap" for trader workstations.
  • Provide streamed media services of in-house and broadcast video for news and market information.
  • Managed the engineering of the base Windows NT/2000 and HP-UX/Solaris Unix platforms for 4,000 seats and servers within the DLJ Equities Division globally.
Education
ITIL 3.0 Foundation Certified
Skills
accounting, Analyst, approach, backup, tape backup, basic, benefits, bookkeeping, broadband, broadcast, budgets, budget, business case, cabling, CD, Compaq, CA, hardware, Computer Networks, Consulting, credit, Customer Relationship Management, Client, Client support, Delivery, Dell, desktops, direction, Disaster Recovery Planning, Disaster Recovery, documentation, DOS, drivers, DVD, Energy Trading, engineering projects, Equities, fashion, film, Financial, HP-UX, HVAC, imaging, Internet access, Inventory, Investment Banking, ITIL, ITIL 3.0, Team Building, Leadership, MAC, market, meetings, Back Office, office, Microsoft Office XP, Office XP, Windows, 2000, Windows 98, NT, Windows NT, NT4.0, Windows NT4.0, migration, enterprise, Network, networks, NetWare, Novell server, Operations Management, payroll, personnel, Telephone Systems, Plan development, processes, process improvement, Profit, progress, Project Management, quality, Quick, relationship management, reporting, scheduling, Servers, Solaris, staff development, Strategic Planning, switch, system design, Systems Engineering, Systems Management, Tax Preparation, systems support, telecommunication, phone, Trading Floor, Unix, upgrades, Veritas NetBackup, video, Vision, warrants, Windows 2000 Server, X-Ray, Y2K
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Resume Overview

Companies Worked For:

  • SunGard AvantGard/FIS Treasury Software Solutions
  • TEKsystems Bank of America
  • SunGard Availability Services LLC
  • Qualium, LLC
  • The Energy Authority, Inc
  • Consulting
  • CSFB & DLJ
  • Fleet Securities
  • Lehman Brothers

Job Titles Held:

  • Senior Service Delivery Manager
  • Technology Project Manager
  • Service Delivery Manager
  • Manager
  • Vice President, Regional Manager
  • Consultant
  • Vice President
  • Vice President, Global Engineering Manager

Degrees

  • ITIL 3.0 Foundation Certified

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