As an IT Operations Service Delivery Manager I oversee the development, implementation and management of business aligned IT services and service level management.Service Delivery Assurance• Coordinate with business partners to ensure operational efficiency meets needs of the business• Coordinate efforts with VMO to ensure appropriate contractual deliverables are met• Coordinate communication with project teams to facilitate smooth transition from implementation to support/maintenance• Partner with engineering and other teams to reduce operational gapOperational reporting• KPI• SLA Service Metrics and Analytics• Provide definition to monitor business-critical processes• Facilitate proactive response • Trend Analysis• Forecasting/Capacity Planning Input

Manager over SAN (EMC, NetApp, Hitachi, IBM, Dell, Fujitsu, Cisco MDS & Brocade switches) and Data Protection Engineering and Operations (Netbackup, Commvault & IBM TSM) teams providing 24/7/365 global support for a multi-tenant Hosting Services organization. Responsible for ensuring the satisfaction of clients by maintaining high systems availability in accordance with contracted SLAs and marshaling the company’s storage and data protection resources. Responsibilities include management of teams located both on-shore and off-shore, DR/BCP, IT projects, IT vendors, ‘matrixed’ and direct resources, SLA metrics, contracts and budgets. Identification and development of strategies focused on addressing department and business inefficiencies utilizing cost effective IT solutions.

Interacted with account teams, managers and executives to establish business and technical specifications for documentation and determined which subject material needed to be developed for inclusion into desired deliverables. Developed data center solution strategies, solution designs, and assessment documentation. Responsible for identifying customer specific requirements through direct customer interaction, engineers and sales support ensuring that the solutions were architecturally and strategically sound.

Lead operations and strategic direction with full responsibility for bottom-line factors, including long range planning. Responsibilities include management of projects, vendors, resources, SLA metrics, contracts and budgets. Identification and development of strategies focused on addressing department and business inefficiencies utilizing cost effective IT solutions. Management of all IT infrastructure operational related aspects across multiple sites for a global organization which included: System Administrative services, Operations Support, DBA services, Identity Management, Networking, Telecom, and Network Security