service management operations lead resume example with 16+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

IT Service Management and IT Service Delivery Manager offering 12 years of experience in Informational Technology industry. Expert level of proficiency in key IT Service Management and Service Delivery areas, with strong focus on delivering strategic IT solutions to meet client changing demands.

  • Change-oriented
  • Strategic planning
  • Strong relationship building through exceptional communication and collaboration
  • Strong data and workflow analysis skills
  • Results-oriented
  • Unique ability to identify client need and communicate relevant solution expeditiously
  • Creative and effective problem solving
  • Effective virtual team management
  • Client focused
  • Working knowledge of Project Management principles and practices
  • Trained in Six Sigma methodologies 
Work History
09/2016 to Current
Service Management Operations Lead Decisionone Inc Orlando, FL,
  • Manage team of 30 Service Management team members providing operational oversight in the key ITIL Service Management areas to client-user base of more than 120,000 employees. Managed resource volumes required to maintain client service level agreements.  Performed quality reviews, work load analysis, future goal setting discussion, and performance reviews of assigned staff.
  • Executed ITSM Tools transition from client retained application into global ServiceNow based operational model.  Transition successfully aligned tool’s capabilities to Service Management standards and processes and client IT business needs.  Transition included recovery of $200,000 in asset inventory, 76% reduction in failed change activities, and redesign of client service catalog resulting in a 60% reduction in time to fulfill service offerings.
  • Managed Service Management related projects and project resource scheduling. Projects included evaluation of contractual service requirements and service catalog alignment, and analysis and redesign of client service delivery processes.
06/2015 to 09/2016
Service Desk Operations Manager Long View Systems Denver, CO,
  • Managed team of 25 + members for 6 contracted clients, spanning various industries.  Addressed resource management requirements, quality reviews, work load analysis, future goal setting sessions, and performance reviews, to ensure alignment to contractual service level agreements.
  • Consistently exceeded more than 95% attainment of defined contractual service levels/key performance indicators for all clients supported.
  • Identified and implemented information technology service management tool based changes resulting in 25% decrease of resource time required to resolve related defects.
  • Deployed successful transition of service desk operational processes, knowledge transfer, and resource allocation for new client business.
05/2013 to 06/2015
Service Request Lead/Customer Experience Lead CSC City, STATE,
  • Maintained high level of customer focus, positive customer rapport, and understanding of customer related business requirements that resulted in positional advancement into Service Request Lead role.
  • Collaborated with workplace management teams to review service request workflows and reduced associated tasks, resulting in 36% reduction in activities required to deliver services.
  • Assisted with the successful integration of various IT service offerings into the client service request catalog and provided oversight on deliverable workflows.
  • Led Service Management project focused on identifying quality issues within service request processes that caused defects resulting in potential un-billed revenue. Analysis and key process improvement methodologies resulted in revenue gain of over $500,000.
03/2006 to 05/2013
Technical Supervisor/Quality Assurance Expert/Trainer CSC City, STATE,
  • Managed team of 60 + members for supporting a client base of 85,000 + users.  Addressed resource management requirements, quality reviews, work load analysis, future goal setting sessions, and performance reviews, to ensure alignment to contractual service level agreements. 
  • Participated in transition of ITSM toolset and provided insight into toolset impact on legacy run and maintain service desk processes prior to contract renewal.
  • Provided technical services in support of project work; worked with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts.
  • Implemented baseline operational and management reporting standards within quality management environment. Collaborated with global reporting teams to define and deliver service desk quality performance and operational metrics more efficiently.
  • Provided guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provided recommendations for improvements.
  • Provided analysis of resolvable incident data. Designed and deployed operational training related to data analysis.
01/2005 to 03/2006
Service Desk Analyst CSC City, STATE,
  • Provided Tier 1 technical support to user base of approximately 85,000 users.
  • Interfaced with end users to independently resolve problems concerning system function(s) escalated through problem ticket processes, outside of established processes and procedures.  Reviewed assessments of diagnostic information and determined alternatives.
  • Assisted in knowledge transfer and process integration between international and domestic based service desks.
Expected in 2013 to to
Bachelor of Arts: Administrative Leadership
University of Oklahoma - Norman, OK
  • Project Management  Professional Certification
  • ITIL Foundations Certification

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Resume Overview

School Attended

  • University of Oklahoma

Job Titles Held:

  • Service Management Operations Lead
  • Service Desk Operations Manager
  • Service Request Lead/Customer Experience Lead
  • Technical Supervisor/Quality Assurance Expert/Trainer
  • Service Desk Analyst


  • Bachelor of Arts

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