Service Delivery Manager - Information Technology Resume Search
Service Delivery Manager - Information Technology Resume Search
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Service Delivery Manager Resume


Desired Industry: Information Technology SpiderID: 69783
Desired Job Location: St. Lazare, Québec Date Posted: 8/13/2013
Type of Position: Full-Time Permanent Availability Date: Immediately
Desired Wage: 85000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel:
Highest Degree Attained: Masters Willing to Relocate: No


Objective:
Seasoned and tenacious professional,
equipped with 20 years of broad-based
information technology experience.
Offers proven expertise in creating and
implementing various processes
(Reporting, ITIL, Lean, PMP) that boost
cross organization performance. Displays
success in serving on multi-year IT
strategic outsourcing agreements
encompassing diverse IT services, with
multiple vendors and multiple towers
within vendors. Demonstrates skills
initiating and executing process
development and industry best practices
while staying abreast with emerging
trends. Exemplifies solid ability to use
analytical skills, statistical/IT tools,
and Microsoft Office Suite (Excel,
PowerPoint, and Word) used to identify,
communicate, and exploit real world
opportunities.


Experience:

RECENT EXPERIENCE

IBM Canada - Montreal, Quebec - 2002–
Present
SERVICE DELIVERY MANAGER 2012–
2013

Conduct thorough analysis on major
incidents (MI) impacting Canadian
accounts. Canadian focal for Service
Activation and Deactivation (SA&D)
secondary security compliance process.
Maintain open communication with various
delivery groups in Canada, Argentina,
India, Brazil, and Costa Rica. Document
all incidents over the previous 24 or 72
hours as well as host a weekly review
with the account executive and service
delivery executive teams.

Career Highlights:
- SA&D Sector Lead Canada, tasked
to address questions and train Canadian
SA&D Coordinators; communicated and
assigned revisions of the process to the
coordinators while working with the
India sector lead and the sector
compliance leader in addressing all
process issues
- Fulfilled the roles of a SA&D
Coordinator for several accounts, such
as Desjardins, ATB, Aldo, CAMH, Alberta
Health, Human Services (formerly Alberta
Employment and Immigration and
Government of Alberta - Mainframe
Application Host Services)
- Encouraged teamwork setting with
delivery teams, project managers, and
account executives
- Supported communications during
multiple customer major incidents as
well as worked closely with MI team in
assessing and resolving incidents which
impact multiple customers
- Designed and implemented a
repeatable Transition Project Model for
Incident, Problem, Change, Recovery
(IPCR) and documented the executive
customer representative with resources
at each Canadian IBM Data Center

SERVICE LEVEL MANAGER 2002–2012

Led the development and implementation
of Service Level Reporting for IT
Strategic Outsourcing Agreement (Air
Canada account). Prepared and finalized
various improvement plans to assess and
address delivery issues; organized
transition to Service Level requirements
of two contract renewals (2001 and 2009)
and multiple contract changes with the
same customer, Air Canada, which is one
of IBM's five largest Canadian accounts
and represents approximately half of all
IBM Canada's Service Level measurements.

Career Highlights:
- Acted as a proactive member of
the team responsible for distributing
analytical services in comprehensive
analysis/quality improvement project on
the Air Canada account
- Solely developed service level
reporting processes and facilitated
monthly operational reporting on the Air
Canada Account
- Developed and distributed
operational reporting and Service Level
reporting on the Air Canada account;
formulated various measurements to be
generated each month and sent to the
service level analyst
- Write RFT (Report Format Tables)
reports to extract data from INFOman db
- Collected and organized all
measurements; reviewed, validated and
presented to the customer
- Represented Service Level
reporting in all audits, with no
findings from 2002 to 2012.
- Produced financial credit
reports for missed Service Level
measurements with financial penalties,
obtaining approval from the customer and
delivery owner
- Successfully improved Service
Level measurements attainment by 79%
- Transitioned Service Level
Reporting to Costa Rican resource while
acting as the account interface manager
on BNC account



EARLIER CAREER

IBM Canada - Montreal, Quebec - 1996–
2001
INCIDENT / PROBLEM MANAGEMENT
COORDINATOR - INCIDENT / PROBLEM /
CHANGE TOOL ADMINISTRATOR

ISM Canada IT Helpdesk - Montreal,
Quebec - 1994–1996
COMPUTER SUPPORT SPECIALIST / CALL
CENTER AGENT

Standard Aero Ltd. - Montreal, Quebec -
1993–1994
BRANCH ADMINISTRATOR / SALES SUPPORT

Air Canada - Montreal, Quebec - 1992–
1993
MARKETING COMMUNICATIONS COORDINATOR /
ASSISTANT TO ADVERTISING AND DIRECT
MARKETING MANAGERS

Chateau Stores of Canada Ltd. -
Montreal, Quebec - 1990–1991
DESKTOP PUBLISHER / MARKETING DIRECTOR
ASSISTANT


Education:


EDUCATION & CREDENTIALS

MASTER OF BUSINESS ADMINISTRATION -
Concordia University, Montreal, Quebec,
Canada
MASTER OF SCIENCE IN BIOLOGY - McGill
University, Montreal, Quebec, Canada
BACHELOR OF SCIENCE IN BIOLOGY - McGill
University, Montreal, Quebec, Canada

PROJECT MANAGEMENT PROFESSIONAL (PMP)
INFORMATION TECHNOLOGY INFRASTRUCTURE
LIBRARY (ITIL)


Affiliations:
-----


Skills:
CORE COMPETENCIES

Incident Management ~ Problem Management
~ Conflict Resolution ~ Compliance
Management ~ Corporate Change ~ Service
Level Management ~ Process Optimization
~ Project Coordination ~ Statistical
Analysis


Additional Information:
-----


Reference:
Available upon request.


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