service delivery manager associate consultant resume example with 14+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
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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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
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
Client Engagement Management
Vendor and Outsourcing Partner Management, Local and Offshore
Work History
Service Delivery Manager - Associate Consultant, 04/2018 to Current CGI Information Systems & Management Consultants – City, STATE,
Develop and maintain excellent business relationship with Business\Regional IT organizations.
Ensure Infrastructure Operations Service Catalogue is implemented and maintained, and as minimum includes full Global Applications Inventory linked/related to full Global Infrastructure Inventory.
Ensure Infra Ops SLA's/OLA’s are defined and implemented with all internal 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 RCAs are providing in the 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.
Attended staff and client meetings and served as liaison to manage operations for account.
Maintained proper staffing levels to guarantee timely and accurate deliveries.
Service Delivery Manager for ~10K Wintel & Unix servers that are managed on-premises from CGI & Client Data Centers in Canada. Platforms include various Hyper-converged infrastructure from Datrium, VMware & Oracle Virtualization. These servers are monitored on various Event Management platforms like SolarWinds, HP Service Manager, Netmon, Zabbix, Veeam ONE etc.
Publish dashboards on Service health, KPI’s to the directors and conduct governance meetings with the client and the stake holders.
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).
Liaison between Management and the Technical Teams during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service, Provide updates on available workarounds to the directors and VP's
Client Engagement Manager - Lead Analyst, 07/2014 to 04/2018 CGI Information Systems & Management Consultants – City, STATE,
Developed formal plans for continuous improvement and measurement in terms of management goals and objectives, customer service delivery, and customer relationships.
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Implemented continuous improvement methodologies, through Process Reengineering
Established in-house quality standards, ensuring high-quality deliverables while adhering to SLAs.
Analyzed gaps and spearheaded process improvement ideas to minimize error and process time, by 50%. Increased Customer Satisfaction score by 30% in 3 months
Reviewed existing processes, and implementation of systems aimed at enhancing process and operational efficiency of organization, worked on continuous improvement.
Responsible and accountable regarding Service Desk services to client for investigation of customer escalations and providing updates for timely resolutions and customer satisfaction.
Address or facilitate timely resolution of Client or CGI service issues, escalations, and queries including starting required investigations as identified by client engagement manager to minimize risks to CGI
Host daily, weekly, bi-weekly and monthly governance meetings, and clients to discuss and resolve outstanding issues at hand
Exchange Administrator - Senior Systems Engineer, 04/2012 to 06/2014 CGI Information Systems & Management Consultants – City, STATE,
Process all Incidents and Service Requests according to client requirements.
Confirm completion of requests and close work order as per agreed SLA
Create user IDs for MHC.intranet.bell.ca requests – provision, modify and restore mailboxes and access level.
Work on Distribution List, Functional ID and SMTP Relay authorization requests
Public folder creation, Microsoft Office Communicator account re-activation and movement, Exchange Active Sync account creation
Process requests for admin rights, enable and administer Enterprise services on Blackberry.
Consulting requests for various messaging needs
Proactively assist customers and service providers and follow-up to closure
Identify and implement improvements.
Been Prime for Exchange 2007 to Exchange 2013 Mailbox Migration, the activity includes roll back, migrations using Power Shell scripts.
Been part of EMM10 to EMM11 for Android and apple devices
Was made prime to generate reports related operations related activity for team on weekly basis.
Have created many Knowledge base articles to help Service Desk agents to guide users on how to configure corporate emails on their mobile devices..
Senior Technical Support Officer, 06/2008 to 04/2012 Convergys India Pvt Ltd – City, STATE,
Responsible for maintaining daily and monthly targets as per program requirements.
Responsible for achieving individual targets for e.g., Quality of Service, Problem resolution, Time taken to resolve Issue, Effective communication with Microsoft Customer’s
Trained on other Microsoft Product called Equipt to Convince Customer & provide a valid refund accordingly.
Moved to MSN program as an escalation Engineer due to the immediate program requirement.
Selected for Microsoft Excel Training & successfully completed.
Moved to multiple LOBs for Microsoft Projects like Microsoft Office and Outlook Forums, Microsoft Office for Mac
Worked as a Microsoft Answerer by replying to the customers queries worldwide from the website www.answers.microsoft.com
Education
Bachelor Of Commerce : Accounting And Finance, Expected in 06/2016 to Sunrise University - Alwar, GPA:
Certifications
Microsoft Azure Fundamentals - 03/2023
ITIL® Foundation Certificate in IT Service Management - AXELOS/PEOPLECERT: 08/2021
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