Service Delivery Manager Resume

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Jessica Edward

Service Delivery Manager

Summary

Results-oriented professional with proven analytical and technical skills. Aiming to leverage my abilities to successfully fill the Technical Account Manager role at your company. Frequently praised as diligent by my peers, i can be relied upon to help your company achieve its goals.

Skills

  • Strong and proven experience in the tools implementation and support
  • Expert issue management skills; analytical, technical and problem solving skills to identify and facilitate problem resolution in a timely manner
  • Strong leadership and interpersonal skills with a solid track record for developing internal and external relationships
  • Superb influencing, negotiation and communication skills with strong commercial acumen
  • Liaised between IT supplier and business users to ensure escalations were addressed and resolved within agreed service levels

Work Experience

Cloud Operations Engineering Manager

Accenture, NY

Present

  • Build, lead and coach a high-performance tools and automation team
  • Manage multiple and interdependent deliverables aligned with the technology roadmap and strategy
  • Develop plans and lead implementation, testing, analytics, training and operational transition
  • Manage risks by proactively identifying, mitigating, and appropriately escalating such risks
  • Engage internal, cross-functional, and external resources through the delivery life-cycle through to operational transition

Senior Service Delivery Manager

ATOS IT Services, NY

Jul 2017

  • Managed development and oversight of enterprise-wide monitoring tools for enterprise service delivery.
  • Boosted customer satisfaction metrics by nearly 40% as a result of implementing monitoring standards.
  • Improved IT service availability from 67% to 99% by establishing technology service improvement plans.
  • Delivered 15% in operational budget savings by consolidating tools and re-evaluating budgets.
  • Managed relationship with Development and Infrastructure teams, and partnered closely with internal LOBs

Consultant

Infosys, NY

Mar 2007

  • Managing application and infrastructure support of Mission Critical Web Publishing applications. 
  • Ensuring the applications and supported infrastructure are available at the agreed service level. 
  • Acted as a SPOC between Development team, Stakeholders and Support team.

System Administrator

Ace Information Systems

Apr 2005

  • Managing infrastructure support for about 100+ servers running mission-critical application of Banking/Insurance customers of the organization. 
  • Ensuring the supporting infrastructure is available at the agreed service level.

Software Engineer

AI Infomark, NY

Aug 2003

  • Managing Webhosting infrastructure of the organization.
  • Ensuring the supporting infrastructure is available at the agreed service level.
  • Acting as a single point of contact between Clients and Support team.

Education

Diploma in Electronics & Communication

San Jose State University

Aug 1999


Languages

  • English
  • French
  • Arabic
  • German

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