Service Delivery Manager
About Me
I am a results-driven IT Service Delivery Manager with a proven record of optimizing operational processes and fostering team collaboration. My expertise lies in managing agile multi-skilled teams, leveraging ITIL and DevOps to enhance service delivery. I have demonstrated success in improving customer satisfaction, reducing incident response times, and efficiently allocating resources across concurrent projects. My project management and stakeholder communication skills contribute significantly to organizational success. I am passionate about establishing and improving operational processes to accelerate delivery through clear targets and appropriate planning and monitoring. I thrive in environments where I can lead teams and manage communication with customer representatives and internal managers.
Skills
SQLSalesforceCustomer ServiceCRMJiraAgileTeam ManagementScrumERPHRISSOX
Education
Master's degree in Computer Science and Technologies in Teaching
Licentiate degree in Education Sciences, Mathematics and Computer Science
Experience
Establish and improve operational processes, manage scope and defects, oversee release and deployment management, facilitate transition management, lead multi-skilled teams, and manage stakeholder communication.
Set-up and delivery of end-to-end services, managed user lifecycles, ensured data security, developed user access approval workflows, maintained compliance, and facilitated Agile ceremonies.
Analyze and resolve application issues, provide technical guidance, contribute to system enhancements, and maintain technical documentation.
Oversee management of enterprise applications, diagnose technical issues, develop training sessions, and maintain technical documentation.