Adam Fielding
Cape Coral
Summary
Results-driven Service Delivery Manager with 8 years of experience in Information Technology, specializing in service management, client relations, and operational excellence. Proven track record in delivering high-quality IT services, optimizing processes, and leading cross-functional teams to exceed customer expectations. Adept at managing large-scale projects, minimizing downtime, and enhancing customer satisfaction.
Overview
7
7
years of professional experience
Work History
IT Service Delivery Manager
American Oncology Network
03.2021 - Current
- Lead a team of 4 IT professionals in providing end-to-end customer service for enterprise clients, ensuring alignment with SLAs and client expectations.
- Oversaw daily IT operations for a multi-site infrastructure, ensuring 99.9% system uptime and rapid issue resolution.
- Implemented ITIL best practices, reducing incident resolution time by 40% and increasing first-contact resolution by 25%.
- Coordinated with technical teams to ensure seamless service transitions and minimize downtime during major system upgrades.
- Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents.
- Optimized resource allocation by effectively prioritizing and managing multiple projects simultaneously.
Service Delivery Supervisor
Florida Cancer Specialists
03.2018 - 03.2021
- Lead a team of 15 IT professionals in providing end-to-end customer service for enterprise clients, ensuring alignment with SLAs and client expectations.
- Managed escalations effectively, resolving issues promptly while maintaining positive client relationships.
- Continuously refined workflows based on data analysis to optimize service delivery outcomes consistently.
- Implemented new service delivery strategies that resulted in higher customer satisfaction scores.
- Reduced customer complaints by closely monitoring team performance and providing regular feedback.
- Enhanced service delivery efficiency by streamlining processes and implementing best practices.
Skills
- IT Service Management (ITSM)
- Client Relationship Management
- Incident and Problem Management
- ITIL Framework
- Vendor Management
- Service Level Agreements (SLA)
- Team Leadership and Development
- Continuous Improvement and Lean IT
- Change Management
- Project Management
- Documentation and reporting
- Effective communication
- Project leadership
Timeline
IT Service Delivery Manager
American Oncology Network
03.2021 - Current
Service Delivery Supervisor
Florida Cancer Specialists
03.2018 - 03.2021
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