Nancy Riddle Email & Phone Number

Virgina Beach, Va

Service Delivery Manager supporting United States Department of Agriculture, Georgia Department of Revenue and Supply Chain Global Transportation.Delivering IT Managed Services through solution coordination and gaining clients trust by offering superior customer experience leading Operational Service Reviews offering continuous improvements through enhanced solutions.• Serve as liason for aligned external clients and Mythics technical resources/delivery executives. Provide on-going leadership and effective partnerships for clients, networking with all levels of management driving discussions on incidents, trade-offs, best practices and risk management.• Monthly client reviews offering environmental analysis and recommendations with discussions of new business opportunities, continuous improvements and potential business risk.• Accountable for ensuring service restoration/remediation and provide executive/client communication on all escalations.• Performing monthly reviews of financial budget to actuals analyzing variances and identifying business drivers.• Visiting client sites to ensure quality of service, building relationships and assistance with key client projects.• Partner with internal account team to address client requests, driving appropriate project forecasting/availability of resources to meet project requirements.• Ensure delivery of ITIL best practices and the ability to provide on-going process/procedural documentation driving continual service improvement initiatives with technical delivery and executive management.• Deliver Oracle Solutions through premier partnership for critical service support recommendations.• Participated with sales team in proposal development and solution planning • Proven negotiation abilities with new and existing service renewals.

Raleigh-Durham, North Carolina Area

Client Delivery Manager, Desktop Support – Westinghouse, Nissan, Raytheon, Zurich/Farmers Insurance, ACCO Accounts (2011 – 2018)Client manager focused on delivering IT services, promoting a positive customer experience by leading continuous improvements while reducing and managing costs without impact to defined SLA’s.• Perform as a liaison for the Account Client and CSC Delivery Executive.• Train technicians and area managers on account documentation, ensure adherence to defined core processes, and quarterly follow up to confirm compliance.• Ensure service level agreements are met by delivering BAU (business as usual) services successfully via metrics based management.• Partner with Account to address Client requests, driving appropriate project forecasting/availability of resources to meet project requirements. • Focused on continuous improvements and standard offerings to improve cost effectiveness via service transformation to benefit the Client and CSC. Attend daily service reviews to determine accurate staff coverage for account sites; monitoring planned and unplanned staffing event. • Point-of-contact for all account escalations for Service Center/Workplace issues ensuring they are addressed in an appropriate timeframe. Accountable for driving successful SRTs (service restoration team calls)/remediation and provide executive communication on all escalations.• Monthly client account reviews of Service Level Agreement compliance, new business opportunities, continuous improvements and potential business risk.• Ensure monthly review of financial budget to actuals and analyze variances and identify business drivers.• Driving successful implementation of Level 2 NextGen workforce model to improve efficiency in service level achievement, cost improvement, and overall customer satisfaction with decreased time to resolution.

Raleigh-Durham, North Carolina Area

Regional leader supporting the administration and responsibilities of 33 North American resources with coverage of 300+ client sites with a focus on maintaining Service Level’s across all locations for desktop support and associated projects.• Monitored account ticket volumes and ensured technicians were achieving target productivity for financial recovery, budget management and accurate labor forecasting.• Attended regional daily service reviews to ensure accurate staff coverage for southeast sites. Developed coverage plans for planned and unplanned staffing events. • Point-of-contact for Westinghouse and Nissan to ensure all client requests were addressed in an expeditious manner as well as driving project schedules to ensure adequate resource availability and forecasting.• Recognized as a leader in the area of client influence which led to the transition into an account liaison role due to outstanding customer service expertise.

Raleigh-Durham, North Carolina Area

Led the Delphi account application support, managing the administration and work assignments for three remote teams of 19 resources (including US, Brazil and Mexico), with coverage of nine client locations. • Accountable for the development and support of 110+ manufacturing, supply chain and SAP applications, including custom-built and configurable off-the-shelf software for all aspects of the project life cycle.• Monitored work queues and distributed work assignments to team members, ensuring an overall balanced and executable workload while ensuring cost containment, on-time delivery and quality deliverables.• Prime for Global account daily service call addressing severe break-fix issues for EMEA, Asia PAC, North America, South America and India.• Completion of more than 200 tasks and projects, including Delphi’s multi-million Sarbanes-Oxley (SOX) compliance project, with over 95% of requirements delivered on time and within budget. • Served as the first point-of-contact, on-call 24x7, for management support and project issue escalations.• Partnered with Delphi client to establish priorities and severity levels for maintenance activities.• Forecasted maintenance projects in progress and determined new roles/skills required.

Raleigh-Durham, North Carolina Area

Operational manager for the Gulfstream Aerospace account with 16 resources accountable for the development and support of 87+ applications including manufacturing and financial systems. • Provided end-to-end delivery of application support while exceeding customer satisfaction as well as defined Service Level Agreements.• Responsible for departmental strategic planning of account budgets ensuring billable hours and client budgets were properly distributed amongst delivery teams.• Monitored and prioritized incoming tickets in Remedium and distributed assignments to team as well as managed escalations 24x7, and customer requests for enhancements.• Identified as the Sarbanes Oxley (SOX) lead obtaining requirements and trained resources as appropriate, ensuring all audit points were carried out as defined. Interfaced with internal and external auditors to produce all SOX audit findings and addressed all findings with 100% audit compliance.

Raleigh-Durham, North Carolina Area

North American Regional Manager for the Nortel account, managing the administration and work assignments for 30 direct reports, supporting 10 locations in the United States and Canada. • Accountable for 10 resource managers and 20 project managers, providing strategic leadership for 320+ applications staff. • Re-engineered the workforce to increase technical skills flexibility of the personnel, improved cost per resource head to achieve corporate financial objectives through utilization of larger staff pool, training and off shoring.• Delivered $21M in cost savings for the first year within the account eliminating budget expenses through financial analysis of staffing decisions, workforce optimization/off shoring, contractor elimination, and support expenses. • Administered the Performance Evaluation Process to all managers in the Organization. Held peer reviews to ensure consistency throughout the organization of 320+ identifying strengths/development opportunities for each employee.• Delivered consistency in the Salary Administration process across the organization for all North American resources.• Developed strategic business plans and objectives for Global IT staff. Implemented global objectives via face to face town hall meetings with organization staff to ensure clear goals and corporate direction.

Raleigh-Durham, North Carolina Area

Resource Manager for the Manufacturing and Financials Team, providing application and system support with a virtual team of 40+ resources.• Y2K Program Staffing Prime - Built a team of 76 technical resources to support this program within six week timeline. Team delivered technical solutions on time and within budget. • Recruited, developed and retained staff with required technical skills ensuring delivery of critical business objectives.• Analyzed employee skills in the resource pool to assign to technical projects based on the employee's skills and prior project work track record.• Provided leadership in team building, coaching and mentoring of diverse staff.• Led staff initiatives and responsibilities for North American technical staff. • Conducted performance evaluations, skills assessments, salary reviews, and recognition activities.

Raleigh-Durham, North Carolina Area

• Analyzed the general ledger and submitted corporate financial adjustments monthly to ensure proper booking of cost against the P&L. • Insured the cost of inventory adjustments did not exceed .5k net and 2.5k gross dollars monthly continuously maintained tight controls on forecast to actual’s.• Prepared and submitted all annual/view budgets.• Investigated monthly results to ensure accurate expense charging for all core installation departments as well as headcount cost for all regions within the Installation Organization in the U.S.• Coordinated capital and capital budgets for regional operations.• Audited payroll records to ensure accuracy in charged hours and expenses.• Prepared and submitted Installation Core Spending Forecast monthly.• In-depth analysis of spending trends determining rate per earned hour, reporting results monthly.