Service Delivery Manager I
Managed client relationship with various business units on the Disney contract. Regularly interacted with clients regarding satisfaction issues, expectations, and potential projects. Ensured work was correctly scoped and staffed (technicians, vendors, etc.) to address client needs and for timely completion of projects. Responded promptly to client calls/emails to resolve questions and problems, escalating to senior leadership when appropriate. Worked with senior members of account leadership team to develop ideas for expansion of service opportunities. Managed End User desktop support teams. Conducted regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize staff. Promptly and accurately completed account administrative tasks such as creation of project related technical services proposals, approval of vendor invoices, approval of employee timesheet and evaluation of employee performance using automated employee management tools. Tracked hours billed to account and staff hours worked to determine and evaluate vendor and sub-contractor productivity, made changes as needed to manage labor costs. Facilitated on-going training of technical staff. Managed local projects in coordination with Senior Project Managers. ITIL v3 trained, Foundation Level.
- Created PC loaner program that reduced end-user downtime from as much as five days down to four hours.
- Negotiated service change with business unit that increased customer satisfaction while increasing revenue by 15%.
- Improved e-Discovery service level by 40% via process, reporting and documentation improvements.
- Consistently met business unit annual asset refresh targets by or ahead of deadlines