VP of Service Delivery Resume Example

VP, Global Service Operations · Salesforce

San Francisco, CA · 2020 - Present

• Led a global team of 400+ across 5 continents, overseeing 24/7 service delivery for cloud infrastructure, application support, and customer success, achieving 99.9% service uptime.
• Drove a 20% reduction in operational costs year-over-year through strategic implementation of automation, AI/ML ops, and shared service optimization across multiple regions.
• Championed digital transformation initiatives, resulting in a 35% improvement in incident resolution time and a 15% increase in customer satisfaction scores.
• Developed and managed a $150M annual budget, optimizing resource allocation and vendor contracts to maximize service value and efficiency.
• Implemented a new global service management framework (ITIL v4 based), standardizing processes and tools across diverse business units, increasing efficiency by 25%.

Senior Director, Global Managed Services · Oracle Corporation

Redwood Shores, CA · 2012 - 2020

• Managed a portfolio of 50+ enterprise clients, delivering managed services for Oracle Cloud and on-premise solutions, growing revenue by 18% annually.
• Built and scaled a remote delivery center in Eastern Europe, expanding capacity by 40% while reducing labor costs by 30% over three years.
• Directed post-sales service strategy and operations, improving client retention by 10% and significantly reducing churn rates through proactive service engagement.
• Led cross-functional teams in critical incident management, restoring services within SLAs 98% of the time for high-priority accounts.
• Spearheaded the integration of new service offerings, driving a 25% increase in product adoption among existing managed service clients.

Director, Technical Service Delivery · Veridian Technologies

Seattle, WA · 2002 - 2012

• Managed a team of 80+ service engineers and support staff, overseeing end-to-end technical service delivery for a diverse client base.
• Improved service delivery efficiency by 15% through the implementation of new ticketing systems and automated workflow processes.
• Achieved a 95% client satisfaction rating for technical support services over five consecutive years.
• Negotiated and managed key vendor relationships, securing critical software licenses and hardware at a 10% cost saving.
• Played a pivotal role in designing and deploying scalable infrastructure solutions, supporting a 200% growth in customer accounts.

Master of Business Administration (MBA) · University of California, Berkeley, Haas School of Business

Berkeley, CA · 2008 - 2010

• Graduated with High Honors, GPA 3.8/4.0
• Focused on Technology Management and Global Operations

Bachelor of Science in Computer Science · University of Washington

Seattle, WA · 1998 - 2002

• Cum Laude, GPA 3.7/4.0
• Relevant coursework in Distributed Systems and Software Engineering

VP, Global Service Delivery · Salesforce

Seattle, WA · 2019 - Present

• Led a global team of 150+ professionals across multiple continents, overseeing service delivery for enterprise cloud solutions impacting over 10,000 clients.
• Implemented a new service management framework (ITIL v4) that improved incident resolution times by 25% and reduced critical incidents by 18% within the first year.
• Drove customer satisfaction scores (CSAT) up by 15% through proactive communication strategies and tailored service offerings.
• Managed an annual operating budget exceeding $40M, consistently achieving cost efficiencies of 10-12% through vendor consolidation and process automation.

Director, IT Service Management · T-Mobile

Bellevue, WA · 2014 - 2019

• Directed the IT Service Management department, responsible for all ITIL processes across a large-scale telecommunications infrastructure supporting 80M+ customers.
• Reduced mean time to recovery (MTTR) for critical systems by 30% by establishing robust problem management and root cause analysis procedures.
• Developed and mentored a team of 45 IT service professionals, resulting in a 90% employee retention rate and 2 promotions to senior leadership within 3 years.
• Orchestrated the successful migration of 5 mission-critical applications to a new cloud platform, enhancing system uptime by 99.99%.

Senior Manager, IT Infrastructure & Operations · Microsoft

Redmond, WA · 2008 - 2014

• Managed a team of 20 engineers and technicians overseeing data center operations, network infrastructure, and server environments for critical internal applications.
• Reduced operational expenditures by $2M annually through virtualization initiatives and optimizing hardware refresh cycles.
• Achieved 99.999% availability for core IT services by implementing advanced monitoring tools and developing disaster recovery protocols.
• Led cross-functional projects to upgrade network security protocols, reducing potential cyber threats by 40%.

IT Project Manager · Expedia Group

Bellevue, WA · 2005 - 2008

• Managed multiple IT projects from initiation to closure, including a significant CRM system upgrade that improved sales team efficiency by 15%.
• Coordinated project teams of up to 10 members, ensuring adherence to scope, budget, and timelines for projects averaging $500K.
• Implemented Agile methodologies for software development projects, resulting in a 20% faster time-to-market for new features.
• Facilitated communication between technical teams and business stakeholders, translating complex technical concepts into clear project updates.

Master of Business Administration (MBA) · University of Washington - Foster School of Business

Seattle, WA · 2010 - 2012

• Concentration in Technology Management and Operations
• Achieved a 3.8 GPA

Bachelor of Science (BS) in Computer Science · Oregon State University

Corvallis, OR · 2001 - 2005

• Graduated Magna Cum Laude
• Focused coursework in Distributed Systems and Software Engineering