Your Name
Summary
I am a successful Global Service Delivery Manager with proven expertise in implementing strategic programs at large scale and expertly handling teams across multiple geographies. I enjoy solving complex problems, being a servant leader, and making a positive impact. As I have built my career from a Support Technician to a Global Service Delivery Manager, I am able to strike a perfect balance between being technical and business savvy.
Overview
16
16
years of professional experience
Work History
Global Service Delivery manager
Bandwidth
10.2018 - Current
- Coordinating delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms
- Collaborating across global teams in Service Delivery, Sales, Marketing, and CX to prioritize projects, align on service roadmaps, and drive execution of dependent workstreams
- Planning and scheduling activities to ensure completion of projects within defined scopes, timelines and budgetary parameters for optimum resource utilization
- Designing and implementing programs that meet ITBD’s goals of increasing revenue and reducing churn
- Responsible for managing budgets, P&L and risks
- Managing C-level stakeholders and influencing service delivery managers, 300+ infrastructure engineers and technical leads across multiple sites
- Launched vCIO services to MSPs across the US and executed on go-to-market strategies to increase new revenue streams
- Launched, solutions that allowed MSPs to stay nimble in uncertain economic climate while reducing churn
- Leading company-wide wellness program to create a healthier workforce to increase employee engagement and retention
- Identifying and analyzing change impact, assessing organizational readiness, and executing on change management strategies to mitigate risk
- Monitoring customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels
- Regularly delivering progress reports, key findings, and data driven recommendations to leadership
- Creating proper program management documentations and playbooks to enable scale
- Hiring, mentoring, and up-skilling multi geography teams to build an agile remote service delivery teams that can adapt to changing markets
Technical Account Manager
Foundation Capital
10.2016 - 10.2018
- Supported all workstreams related to Helpdesk/NOC implementations
- Defined and created process documentations, workflows, and formal policies based on ITIL standards
- Served as the primary point of contact to drive technical escalations toward timely resolution
- Developed a trusted technical advisor relationship with customers and provided recommendations based on ITBD services to their unique business needs resulting in additional revenue
- Delivered onsite QBRs to review service performance reports, recommendations for achieving desired outcomes, and maximizing ROI
- Provided technical mentorship to NOC teams supporting customers across US
- Deployed and managed windows servers and network devices such as firewalls, switches, storage devices and WAPs
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across multiple time zones
NOC Manager/ System admin
Raytheon Technologies Corp
03.2011 - 09.2016
- Supervised a 24x7x365 Network Operation Center (NOC) shift including escalations, ticketing, and communication with all customers
- Continuously improved and developed systems to proactively monitor the infrastructure
- Hired, trained, mentored Level I and Level II engineers
- Managed the troubleshooting of major issues with NOC monitoring tools (Kaseya and automate)
- Managed and coordinated monthly IT infrastructure maintenances
- Active Directory: group policies; user accounts, global groups and distribution lists; etc.
- Network Security: shares; NTFS permissions, local security and server services; etc.
- Performed operating system upgrades and patches SR
Senior Technical Support Associate
Dell International Services
11.2007 - 02.2011
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems
- Defined and documented technical support best practices for Dell technologies
Education
Bachelor of Science - Computer Applications
LYALLPUR KHALSA COLLEGE
Punjab, India2007
Skills
- P&L Management
- Strategic Planning & Vision
- Team Building & Leadership
- Customer Relationship Management
- Cross-Functional and Multilevel Collaboration
- Service Delivery -ITIL Standards
- Project Management
- Program Development
- Agile Methodologies
- Service & Process Improvements
- Stakeholder Management
- Risk Assessment & Monitoring
Timeline
Global Service Delivery manager
Bandwidth
10.2018 - Current
Technical Account Manager
Foundation Capital
10.2016 - 10.2018
NOC Manager/ System admin
Raytheon Technologies Corp
03.2011 - 09.2016
Senior Technical Support Associate
Dell International Services
11.2007 - 02.2011
Bachelor of Science - Computer Applications
LYALLPUR KHALSA COLLEGE