Service Delivery/Project Manager Resume

Title
Service Delivery/Project Manager

Primary Skills
Project Management, Service Delivery, Client Relationship

Location
US-NY-New York (will consider relocating)

Posted
Sep-30-09

SUMMARY:
Highly-accomplished ITIL Foundations Certified Service Delivery Manager/Project Manager with a strong Technical background. Strong project management, Implementation, analytical and training skills that have resulted in repeated success guiding sizeable, cross-functional teams in the design and launch of leading-edge solutions and best practices. Proven track record in forging solid relationships with strategic partners across multiple organizational levels. Consistently establishes excellent customer rapport and delivers client satisfaction while maintaining superior IT solutions. Works well under strict timelines and quickly learns new technologies.

PROFESSIONAL EXPERIENCE:
Service Delivery Manager, 03/2007 -- Present
AFFILIATED COMPUTER SERVICES, Tarrytown, New York
Manage the end to end delivery of System requirements and client relationship for the New York E-ZPass Line of Business. As Service Delivery Manager, manage the day to day operational life cycle; Business Continuity; Disaster Recovery planning, testing and execution; as well as manage the definition and implementation of new hardware and software requirements to meet contractual requirements. Maintain costs, schedules, service level agreements, and requirements for on-time and within budget delivery of projects. Responsible for the development, execution, and reporting of the project plans to senior management. Project Management responsibility for installation of new hardware in current environment. Coordinate among internal and external project resources both technical and business aligned for the successful delivery of project requirements. Coordinate hardware and application upgrades/maintenance with internal clients and 3rd party vendors. Successfully manage concurrent delivery of projects for New York E-ZPass and ACS Corporate Executives. Have the ability to quickly assimilate new products and technologies.
Service Delivery/Operations Manager, 10/2002 -- 03/2007
AFFILIATED COMPUTER SERVICES (formerly Mellon), Little Falls, New Jersey
Interface with the client to gather requirements and develop Business Requirements and/or Functional Requirement documents for HRIS data conversions. Collaborated with internal operational teams to define the business process model and detail functional specifications. Develop user manuals and training material for new or changes to functionality. Increased cost savings by transitioning work from a shared service environment to business a unit. Explored and implemented best practices through process improvement. Maintained Service Level Agreement (SLA) requirements and managed day-to-day activities to meet those SLAs, including the interaction and management of offshore staff and their handling of processes. Supervise, train, develop and evaluate staff by way of performance management. Ensure operations team adheres to all discipline specific and legislative policies and procedures. Implemented revenue enhancements and cost reduction opportunities. Communicated with internal departments and senior management, assisting sales with site visits and product demonstrations, and managing customer expectations. Possess a track record of success in meeting project milestones and developing long-term relationships with clients. Traveled to India to train back office staff on current and legacy system functionality as well as the technicalities of data relating to pension plans.

Current Client Relationships: NY E-ZPass, Port Authority of NY & NJ, MTA, New York State Thruway Authority
Previous Client Relationships and Role:
Implementation Manager for Delta Air Lines
Service Delivery Manager for ExxonMobil
Systems Analyst for CitiGroup, BASF, Cummins Engine Company, Knight Ridder
LAUREN JACOME Page Two
Professional Experience Continued
Implementation Project Manager, 12/2001 -- 10/2002
OUTPUT SERVICES GROUP, Englewood, New Jersey
Oversaw new client implementations. Developed and maintained project and system requirements to meet deliverables for client cellular companies with 15,000-25,000 subscribers. Led team of two project analysts to create telephone bills and call logs from client data. Collaborated with departmental heads to automate processes and ensure cost reductions. Reviewed processes and presented finding to senior management during weekly planning meetings. Ensured that internal divisions prepared test conditions to support technical infrastructure testing, data interfaces in/out of the system, employee communications.
Human Resource Systems Analyst , 10/1999 -- 12/2001
MELLON FINANCIAL CORPORATION (formerly PWC), Fort Lee, New Jersey
Senior Technical Analyst ensured tasks associated with technical issues including systems, legislative, and operations control were performed in a timely and accurate manner. Assisted in the definition, development, and maintenance of project and system requirements. Collaborated with other internal groups to prepare conditions to support technical infrastructure testing, data interfaces in/out of the system, employee communications, employee enrollment tools (IVR, web, account inquiry screens and/or PeopleSoft), and client reporting. Wrote and executed queries to retrieve and manage data, and prepared and edited mainframe jobs to analyze data. Provided general support and technical training to the Operations Team. Completed variances and action plans for management control to ensure consistent service delivery.


Qualified Domestic Relations Orders Administrator, 9/1997 -- 10/1999
PRICEWATERHOUSE COOPERS, Fort Lee, New Jersey
Led administration of the Qualified Domestic Relations Order (QDRO) unit for Defined Benefit and Defined Contribution plans. Ensured proper review of court orders for validity and compliance with Federal, State, and IRS regulations. Instrumental in the development and implementation of “Best Practices” for the qualification process. Worked closely with the System Group and the Defined Benefit and Defined Contribution teams to enhance program based on Federal, State, and IRS regulations, improving overall customer service and satisfaction. Created an Access Database to track QDROs from receipt to qualification and/or segregation of assets. Collaborated with systems team to develop the QDRO Case tracker, a tickler system that would not allow closure of a successor step until the prior steps had been completed

EDUCATION & CREDENTIALS
BERKELEY COLLEGE, New York, New York, Associate in Applied Science (1996)

COMPUTER SKILLS
MICROSOFT OFFICE SUITE OF PRODUCTS, MS PROJECT, SYBASE SQL, BASIC UNIX COMMANDS, LEXIS/NEXIS, WESTLAW, PEOPLESOFT, SIEBEL CRM, ORACLE 11G, REMEDY CHANGE & INCIDENT MANAGEMENT, CLEARQUEST, PERQUIN, BLADE/VMWARE, VMS SYSTEMS, CISCO NETWORKING DEVICES

Certifications
ITIL Foundations


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