Global Service Delivery Manger
ABeam Consulting (USA) Ltd.
Leadership of operational support organization for multiple clients, utilizing onshore and multiple off shore centers in a 24x7x365 “follow the sun” support model.
- Insured compliance with all Service Level Agreement\'s achieved highest customer satisfaction results.
- Established effective partnership with delivery management team in Malaysia, China, Mexico and Brazil based delivery centers.
- Significantly improved communications and teaming for end-to-end global support across service delivery centers.
- Designed and implemented a daily and monthly reporting process for pro-active service management.
- Effectively managed financial control of the delivery program meeting all budget requirements.
- Led over 200 technical and functional resources supporting over 30 clients globally.
- Evaluated risk, costs, resource requirements, schedules and submitted delivery opinions and recommendations to the team for discussion during Bid Assurance and/or Executive Approval sessions.
- Crafted and reviewed services contract and Service Level Agreement language. Negotiated penalties and earn-back criteria in collaboration with management.
- Managed Client Relationship and Service Delivery teams for IT Outsourcing support.
- Made significant contributions in winning Comprehensive IT Outsourcing contracts with Global Companies.