state service delivery manager nsw resume example with 17+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
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Dynamic and results-driven professional with extensive experience in service delivery management. Proven track record of successfully leading cross-functional teams and driving operational excellence. Adept at developing and implementing strategies to enhance customer satisfaction, optimize service delivery processes, and drive business growth. Strong leadership and communication skills, coupled with a customer-centric approach. Committed to delivering high-quality services and exceeding client expectations.

  • Leadership
  • Strategy
  • Problem Solving
  • Forward Thinking
  • Empathy
  • Delegation
  • Negotiation Skills
  • Critical Thinking
  • Data-Driven Decision Making
  • Verbal and Written Communication
  • Organizational Skills
  • Time Management
  • Customer Service
  • Service Improvement Analysis
  • Relationship Building
  • Business Development
  • Project Management
  • Operational Management
  • Operations Control
  • Budget & Procurement
  • C-Level Stakeholder Engagement
State Service Delivery Manager (NSW), 05/2019 to Current
Konica MinoltaBronx, NY,
  • Coaching and leading a team of 17 high-performing service delivery specialists, while managing and supervising the daily activities, on a 24 x 7 basis, of the Service Desk function to ensure effective and efficient provision of IT services.
  • Demonstrated expertise in leading end-to-end service delivery operations, overseeing service level agreements (SLAs), and ensuring service excellence.
  • Track record of driving process improvements, streamlining workflows, and implementing best practices to enhance efficiency and productivity.
  • Proven ability to build and maintain strong relationships with stakeholders, collaborating closely to understand their needs and deliver tailored solutions.
  • Skilled in leading and developing high-performing teams, fostering a culture of collaboration, accountability, and continuous improvement.
  • Strong analytical and problem-solving abilities, enabling the identification of root causes and the implementation of effective solutions.
  • Experience in managing budgets, forecasting resource requirements, and optimizing resource allocation for optimal service delivery.
  • Excellent negotiation and conflict resolution skills, with a focus on finding win-win solutions to complex challenges.
  • Results-oriented mindset, consistently achieving and surpassing performance targets and driving customer satisfaction to new heights.
  • Positive role model for the team while fostering a culture that is inclusive, free from blame and forward thinking while supporting staff to meet their professional and personal goals.
  • Understanding hospital brownfield/greenfield developments and providing IT advice and project management of the IT services component of all hospital developments.
Service Delivery Manager, 03/2017 to 05/2019
Berry Global Group Inc.Sioux Falls, SD,
  • Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
  • Supervised a team of people in the service desk with diverse skill sets, while coaching, motivating and disciplining to optimize results, and handled multiple tasks.
  • Excellent communication skills, both verbal and written, facilitating clear and effective communication with team members, clients, and senior management
  • Build and maintain a relationship with executive stakeholders.
  • Communicated any IT innovations, understanding costumer business needs and objectives, and jointly working through any IT initiatives or projects.
  • Developed strategies and policies for resource infrastructure and allocation.
  • Monitored all aspects of contracts with third party organizations to ensure that required services were delivered.
  • Devised implementation plans and performed cost-benefit and ROI analyses.
  • Perform asset lifecycle management of all IT assets for each client
  • Implemented, tested and tracked applications, business software, network infrastructure and wireless devices.
  • Participate in designated meetings and committees and feedback relevant information to staff are abreast of changes and the future direction of the organization
  • Develop and manage key strategic relationships with a broad range of stakeholders, promoting the agency’s business objectives
  • Managed multiple projects on Azure and AWS Cloud migrations, Data-centers, Cybersecurity
  • Engaging with various stakeholders, using techniques, language and presentations to fit the audience
  • Negotiate on behalf of the company with various vendors and partners, to advance the company’s interest and be profitable.
Account Manager, 07/2015 to 02/2017
FlexiinternationalWinder, GA,
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
  • Exceptional relationship-building skills, adept at understanding client requirements, aligning solutions to their business objectives, and ensuring customer satisfaction.
  • Negotiating contracts and strong ability to identify upsell and cross-sell opportunities, driving revenue growth within existing accounts.
  • Establish and maintain business relationships with internal and external stakeholders.
  • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
  • Collaborative approach to working with cross-functional teams, including sales, technical, and project management, to ensure seamless service delivery and client satisfaction.
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
  • Assist with challenging client requests or issue escalations as needed.
  • Sourced new opportunities to introduce products or services and proficient in delivering impactful presentations, proposals, to potential customers.
  • Strong analytical skills, utilizing data and metrics to measure performance, track customer satisfaction, and make data-driven decisions.
Regional IT Manager (Balkans), 10/2011 to 07/2015
CaterpillarCity, STATE,
  • Demonstrated expertise in leading and managing IT teams across multiple regions, ensuring seamless collaboration and efficient service delivery
  • Proven track record of implementing IT strategies aligned with business objectives, driving digital transformation, and enhancing operational efficiency.
  • Management of critical IT Infrastructure service levels for corporate IT & council’s core systems (CRM, ePayments, Online Contracts and Tender Procedures, etc)
  • Strong understanding of regional IT requirements, regulations, and compliance standards, ensuring IT systems and processes are in line with local regulations
  • Optimizing IT infrastructure, managing technology resources, and implementing best practices to maximize productivity and minimize downtime.
  • Providing capacity planning, contingency planning of IT project management, change management, configuration management and other ITIL related disciplines.
  • Full budget responsibility for Infrastructure budget, including forecasting and budget planning of the Delegations of the European Union in the Balkans Region.
  • Strong communication skills, capable of translating technical concepts into non-technical terms, facilitating effective communication with both technical and non-technical stakeholders.
IT Manager, 10/2008 to 10/2011
Carlsberg GroupCity, STATE,
  • Skilled in overseeing technology infrastructure, including production systems, data management, network security, system backups, disaster recovery and ERP solutions tailored for brewing operations.
  • Experience in implementing and maintaining brewing-related software systems, such as recipe management, batch tracking, and compliance reporting.
  • Excellent communication skills, capable of collaborating with stakeholders at all levels of the organization to understand business needs and align IT solutions accordingly.
  • Developed and maintained processes and technology roadmap to achieve business objectives.
  • Strong problem-solving abilities, with a focus on identifying technology bottlenecks, streamlining processes, and implementing innovative solutions for brewing efficiency.
  • Procured IT resources for strategic and operational computing requirements and controlled operational IT budget and expenditures within department parameters.
  • Proficient in ensuring regulatory compliance, including industry-specific regulations and quality standards, such ISO certifications.
Infrastructure and Services Manager, 10/2007 to 10/2008
Tirana International AirportCity, STATE,
  • Managing and leading a team of six across IT infrastructure and services teams in airport environment, ensuring the smooth operation of critical systems and applications.
  • Strong expertise in designing, implementing, and maintaining complex IT systems and networks, including data centers, network infrastructure, and cybersecurity measures specific to airport environments.
  • Responsible for critical airport infrastructure such as, luggage belts, ticket and card readers, check-in points, POS, security camera systems CCTV, access control systems etc
  • Skilled in managing service-level agreements (SLAs), setting KPIs and delivery procedures, incident management, and problem resolution to ensure minimal disruption to airport operations and the passenger experience.
  • Experience in vendor management, including contract negotiation, performance evaluation, and fostering strong relationships with technology partners and service providers.
  • Project Managing from conception to implementation of various internal airport projects.
  • Excellent communication skills, capable of collaborating with stakeholders at all levels of the organization, including airport authorities, airlines, and other relevant departments.
  • Strong problem-solving abilities, with a focus on identifying root causes, implementing solutions, and driving continuous improvement in airport IT infrastructure and services.
Technology Team Lead, 09/2005 to 10/2007
Infosoft SystemsCity, State,
  • Demonstrated expertise in leading and managing technology team, fostering a collaborative and high-performance work environment.
  • Strong problem-solving abilities, with a focus on identifying technical challenges, proposing solutions, and driving continuous improvement.
  • Skilled in aligning technology solutions with business needs, ensuring that technical initiatives drive positive impact and support organizational objectives.
  • Provided technical and operational support for multiple departments across the entire organization. Hands-on various systems and platforms.
  • Strong understanding of industry best practices, emerging technologies, and trends, enabling the adoption of innovative solutions.
  • Performed and acted in roles of System and Networks Engineer in a team of 10 and responsible for network & desktop support operations, and deliver cost-effective IT services & target 99.9% systems availability with agreed SLA's.
  • Develop & Maintain IT Technical budget & services budget; IT Purchasing & Budget Management and working with the Account Managers to set budgets
Education and Training
Bachelor of Science: Electronics Engineering, Computer Science, Expected in 06/2005 to Polytechnic University of Tirana - Tirana, Albania,
Diploma: Leadership And Management, Expected in 10/2022 to Australian Institute of Management - Sydney, NSW,
ITIL Practitioner V3: IT Service Management, Expected in 10/2015 to Axelos - Sydney, NSW,
Prince 2 Practitioner: Project Management Methodologies, Expected in 10/2014 to Axelos - Sydney, NSW,
Certificate: Mental Health First Aid, Expected in 10/2022 to MHFA - Sydney, NSW
Native/ Bilingual
Full Professional

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Resume Overview

School Attended

  • Polytechnic University of Tirana
  • Australian Institute of Management
  • Axelos
  • Axelos
  • MHFA

Job Titles Held:

  • State Service Delivery Manager (NSW)
  • Service Delivery Manager
  • Account Manager
  • Regional IT Manager (Balkans)
  • IT Manager
  • Infrastructure and Services Manager
  • Technology Team Lead


  • Bachelor of Science
  • Diploma
  • ITIL Practitioner V3
  • Prince 2 Practitioner
  • Certificate

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

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