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Loyaltyone - It Service Delivery Manager Resume Example

Aaliyah Griffin
Professional Summary
  • Highly successful IT Leader with the proven ability to positively influence the identity of an IT department as viewed by its customers.
  • Provide innovative and exceptional service to business and end users through the development, retention and evolution of motivated individuals within a team.
  • Elevate staff morale and enthusiasm to admirable levels while maintaining a professional, challenging and enjoyable work environment.
  • Develop, implement and enhance quality focused processes used to; respond to and resolve unplanned system outages within defined SLA; identify root cause via analysis and transparent reporting; prevent recurring incidents through a disciplined and controlled change management philosophy.
  • Driven by a customer-centric mindset combined with an unchallenged/consistent work ethic suited for the benefit of staff, department and organization.
  • Active Directory
  • Symantec VIP
  • Altiris
  • Bomgar
  • Skype for Business
  • Box
  • Airwatch
  • MS Office
IT Service Delivery Manager Apr 2010Present LoyaltyOne Toronto, ON
  • Oversee LoyaltyOne's internal Service Delivery and End User support function.
  • Manage and lead the IT Service Desk, Desktop Support, Mobile Support, Telephony, First Level Production Application Support and Process Control teams.
  • Ensure overall service model satisfies the needs of the organization and continuously improve/enhance delivery based on changing requirements.
  • Accountable for key IT response/investigative/stability driven processes:Incident (24/7), Problem and Change.Empowered “Ad-Hoc” decision maker influencing restoration efforts during unplanned outages.
  • Manage, hire, train, encourage, evaluate and retain top staff. ***100% staff retention over 5 years.  Transform end user/business expectations into prioritized (SLO/SLA)requests/incidents through designed, accepted and deliverable services.
  • Manage functional and hierarchical escalations across the organization relating to IT services.  Act as single point of service/escalation contact during regular operating hours and during times of unplanned incidents (24/7).
  • Chair stability focused meetings where outstanding incidents/problems are critiqued. (Audience includes Subject Matter Experts, Senior Management and Product Owners).
  • Responsible for hardware (Windows, MAC, IOS) procurement, upgrades and repairs.
  • Manage vendor relationships: Negotiate, evaluate, plan, purchase and deliver new hardware, software and solutions both on time and within approved budget.
  • Partner with Security & Compliance and Human Resources teams to resolve all outstanding audit concerns (where applicable) and provide insight and solutions to satisfy/retain top level audit compliance.
  • Service Desk core systems/applications include but not limited to: Active Directory, Altiris Deployment Server, Altiris Service Desk, Remote Access (RSA, Symantec VIP), Sharepoint, Confluence, Mobile Device Management products (Blackberry Enterprise Server (BES) and Airwatch), Avaya, BOX, Bomgar, Skype for Business (Lync), Microsoft products and several “in-house” developed tools.
IT Service Desk Team Leader Mar 2008Apr 2010 LoyaltyOne Toronto, ON
  • Led the IT Service Desk daily service offerings an processes.
  • Trained,encouraged and helped evaluate staff.Scheduled daily shifts and managed workload distribution and intake volumes.
  • Was accountable for Incident Management (24/7).
  • Assisted in the translation of end user/business expectations into prioritized (SLO/SLA) requests/incidents through designed, accepted and managed services.
  • Acted as single point of service/escalation contact during regular operating hours as well as during times of incidents (24/7).
  • Chaired weekly stability meetings where incidents/problems were critiqued. Audience included SMEs and senior management.
  • Provided trending reports to management.
IT Service Desk Representative Jan 2006Mar 2008 LoyaltyOne Mississauga, ON
Customer Care Special Services Representative Jun 2003Jan 2006 LoyaltyOne Mississauga, ON
Customer Care Specialist Jul 2000Jun 2003 LoyaltyOne Mississauga, ON
Agile Project Management Sep 2015 University of Toronto Toronto, ON
Managing People Advanced Oct 2013 University of Toronto Toronto, ON
Managing People Essentials Jul 2013 University of Toronto Toronto, ON
Management for an IT Environment Jul 2011 Learning Tree Toronto, ON
ITIL - Incident Management, Problem Management, Service Desk Jul 2010 Pink Elephant Toronto, ON
ITIL - Foundations Aug 2009 Pink Elephant Toronto, ON
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Resume Details

This is a real resume for a IT Service Delivery Manager in CONCHO, Oklahoma with experience working for such companies as Loyaltyone. This is one of the hundreds of IT Service Delivery Manager resumes available on our site for free. Use these resumes as templates to get help creating the best IT Service Delivery Manager resume.

Previous Companies:

  • LoyaltyOne

Previous Job Positions:

  • IT Service Delivery Manager
  • IT Service Desk Team Leader
  • IT Service Desk Representative
  • Customer Care Special Services Representative
  • Customer Care Specialist


  • University of Toronto
  • Learning Tree
  • Pink Elephant

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