Lee Edwards Email & Phone Number

Cary, North Carolina, United States

United States

IT Risk and Security

Cary, Nc

Service Delivery Manager Lead incident, change, and problem management (ITSM/ITIL, ServiceNow, Remedy). Define and manage release management policies, processes, and proceduresLeading the resolution of release and deployment management issues and conflictsMonitor KPIs and ensure negotiated SLAs are met.Vendor contract management.Successfully navigating a multi-vendor environment HP, Microsoft, IBM, and Accenture. Analyze, plan and develops schedules and projections, setting phases and deadlines for activities associated with successful application deployment. Create SOWs, and Project Trackers for MetLife engagements. Conduct weekly meetings with Executives, Leaders, vendors, & Operations to review current engagements and pipeline. Includes real time management of resources, active supervision, performance support and development; facilitating team meetings.Create an environment of continuous improvement by reviewing deployments and incorporating lessons learned. Mentor, coach and develop team members to achieve higher levels of performance and job mastery.Global delivery management of IT services (software, applications, servers, storage, mainframe, network, voice, database, etc…).Provide continuous improvement for the application release and deployment management process, workflow and post-implementation reviewsLead key initiatives, deployments, and deliverables globally. Develop, manage, and drive in country information technology operational liaisons (ITOLs).Communication/coordination of service delivery activities, and reporting of operational performance and requirements. Extensive understanding of IT infrastructure services/data-centers (primary, & disaster recovery)IT operations management, vendor relationship management, and project management. Strong project management and change management disciplines and ensuring overall management of IT services and deployment activities.

Dallas/Fort Worth Area

Raleigh-Durham, North Carolina Area

Successfully transitioned global service desks from the Incumbent.Responsible for overall service delivery and operations for Deutsche Bank global service desks.Managing Technical support teams that support Desktop/Laptop related queries comprising of 60 first level technicians, 3 RAS, and 10 Remote Desktop agents.Governance and customer relationship managementIT delivery and operations experience across technologies (Datacenter, End User Computing, Network and Security Services, Cross Functional Services, etc).Employee training, mentoring and employee performance management.Responsible for end to end service delivery and operations ensuring performance of service delivery in line with contracted SOW and service levels ensuring a high degree of customer satisfaction and meeting organizational goals.Service delivery performance reporting.Business Continuity Planning (BCP) and Disaster Recovery (DR).Ensuring adherence to call center SLA’s, Calls Answered and Abandoned etc, across the teams. Daily reporting to Management on status and recovery plan execution. Operating as a unified global service delivery (US, India, Poland, APAC)Effective project management of deliverables

Tucson, Arizona Area

Extensive use of ERP system Syteline Maintain monthly expenditures for SA&D facilities (U.S, Mexico, Canada)Blue Print used to create RFQ’sHistorical data analysisDirect Supplier interactionUtilizing a variety of software to complete time sensitive projects/tasksData research (Direct Business Benefits/Impact)

Managed daily operations.Project Management balancing (Triple Constraints) people, time, and costs.Provided superior guest dealings.Developed and managed large mix of human resources.Coordinated transition to lean.

Swayed very particular segments of the population to purchase products.Compiled information into action oriented recommendations that drove sales.Supported brand building through competition and business intelligence.Represented BMW with the opening of the BMW Assist Centre in Arizona. Provided customers with world class service by presenting value added services.Demonstrated products Generate prospects, client acquisition, order closing, and post sales customer support. Researched and applied extensive amounts of technical product knowledge.

Managed daily store operations with diverse mix of clientele, and employees. Marketed varied regions to grow customer base.Trained employee in all facets of successful business operationsFacilitate personal auto loans based on customer’s credit history.Developed B2B relationships with banks, corporate clients, and credit unions.Provided extensive customer service.Exceed monthly sales goals consistently.Mentored employees.Developed, and applied strategies to grow customer base.Eliminated wasteful process in daily operationProcure critical important finite resources needed for operations

Bachelor Of Science (B.S.B.A), Management Information Systems And Services

Bachelor Of Science (B.S.B.A), Operations Management And Supervision

Business Administration, Business Administration