Service Delivery Manager
As a Service Delivery Manager, I act as the strategic bridge between technical IT operations and core business objectives to ensure seamless service execution. Owned end-to-end management of Service Level Agreements (SLAs), achieving high service availability and operational excellence. By implementing ITIL-based frameworks, I stabilize environments through rigorous Incident, Problem, and Change Management processes. I navigate complex stakeholder relationships, translating technical KPIs into actionable business insights during executive-level service reviews. In times of crisis, I orchestrate the recovery and root cause analysis for critical service outages to prevent recurrence. My focus on Continual Service Improvement (CSI) allows me to identify process bottlenecks that reduce costs and increase efficiency. Provided financial oversight for multi-million-dollar budgets, optimizing resource allocation and enhancing vendor performance. Proactively, I mitigate service risks by developing robust disaster recovery and business continuity plans. Leveraged data-driven reporting through ITSM tools to ensure transparency into service health and identify performance trends. Ultimately, I empower cross-functional, global teams to deliver scalable, high-quality technical solutions that drive business growth.
Coordinated service delivery processes to enhance customer satisfaction and operational efficiency.
Collaborated with cross-functional teams to resolve service-related issues promptly.
Assisted in developing service improvement strategies to meet client expectations.