Eric B. Yates
Service Delivery Manager
Columbus, OH · (443) 555 0198 · name@example.com · linkedin.com/in/ericbyates
Key Qualifications
EXPERIENCE
Thirteen years in managed services, six owning client service delivery.
INDUSTRIES
Managed technology services, professional services firms, midmarket manufacturing.
SPECIALTIES
Service level management, escalation handling, client governance, support operations.
SYSTEMS
ServiceNow, Jira, Datadog, Microsoft Azure, Zendesk, Power BI, Confluence.
CREDENTIALS
Information Technology Infrastructure Library version 4 Foundation certification.
EDUCATION
Bachelor of Science in business information systems, Ohio State University.
Results at a Glance
21
Client contracts
4 hours
Minutes to minutes
38%
Routine requests
Executive Summary
Service delivery manager with thirteen years in managed technology services, responsible for 22 client accounts worth 8 million dollars in annual recurring revenue. Owns service level performance, escalations and the quarterly conversations where clients decide whether to renew. Runs a support organization of 30 across two shifts.
Signature Achievements
- Lifted service level attainment across the client portfolio from 91 percent to 98.6 percent in four quarters.
- Renewed 21 of 22 client contracts across two renewal cycles, protecting 7.6 million dollars of annual revenue.
- Cut service credits paid to clients from 240,000 dollars a year to 18,000 dollars.
- Reduced mean time to restore on priority one incidents from 4 hours 20 minutes to 71 minutes.
- Moved 38 percent of routine requests to a self service catalog, which absorbed a 20 percent rise in ticket volume without new headcount.
- Turned around the largest at risk account by rebuilding its service plan and holding weekly reviews until performance stabilized.
Professional Experience
Service Delivery Manager
Scioto Managed Technology, Columbus, OH 2020 to present
Owns delivery for 22 client accounts supported by a service desk and infrastructure team of 30.
- Holds accountability for every service level agreement in the portfolio and reports attainment to clients each month.
- Chairs the major incident process, taking the incident manager role on priority one events until service is restored.
- Runs quarterly service reviews with client executives covering performance, risks, cost and the improvement plan.
- Manages the change advisory board and approves or defers changes based on client risk and release calendars.
- Leads 30 staff across two shifts, including shift planning, coaching and the annual review cycle.
Service Delivery Lead
Buckeye Network Services, Dublin, OH 2016 to 2020
Led delivery for nine accounts on a network and infrastructure support contract.
- Coordinated incident, problem and change work across a support team of twelve.
- Built the monthly service report clients received and presented it at account reviews.
- Ran problem management on recurring faults and closed the three that generated the most tickets.
Service Desk Supervisor
Olentangy Technology Partners, Worthington, OH 2013 to 2016
Supervised eight service desk analysts handling 3,000 tickets a month.
- Managed queue assignment, escalation and shift coverage for the service desk.
- Raised first contact resolution from 54 percent to 72 percent through targeted knowledge articles.
- Trained new analysts and handled quality reviews on their ticket handling.
Licensure and Certification
Information Technology Infrastructure Library version 4 Foundation
Support Center Manager certification, Help Desk Institute
Education
Bachelor of Science in business information systems, Ohio State University, 2013
Core Skills
Service level management · Major incident management · Client governance · ServiceNow · Change management · Escalation handling · Support operations · Contract renewals · Team leadership · Service reporting