Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Hi, I’m
Candice Hobbs
Service Delivery Manager
South Holland,IL
Summary
Overview
22
years of professional experience
3
Certifications
Work History
StefaniniOak Brook, IL, Illinois
Service Delivery Manager I
12.2023 - Current
Job overview
- Manage day to day activities of 3 the NA deskside delivery team to consistently exceed SLA's
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Streamlined operations for improved customer satisfaction and retention rates.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
StefaniniOak Brook, IL, Illinois
Team Leader II
10.2022 - 12.2023
Job overview
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Managed 4 site (3 remotely) with 10 deskside technicians
Skybridge AmericasRemote, IL
Service Delivery Manager
08.2020 - 07.2022
Job overview
- Led cross-functional teams to achieve project goals on time and within budget, resulting in 100% SLA attainment.
- Enhanced service delivery by developing and implementing efficient processes.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Coordinated new hire recruitment, training and development.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
Skybridge Americas, IL
Account Supervisor
08.2017 - 08.2020
Job overview
- Developed and deepened relationships with key customers by closely monitoring projects, providing information and resolving concerns.
- Engaged in daily communication with clients to establish and maintain positive working relationships.
- Managed crisis situations with diplomacy, minimizing impact on client trust and project timelines.
- Mentor, coach and developed the skill set of my direct reports
- Collaborate with the client to manage, test, and implement various new programs or enhancements
- Review floor performance and identify trends and areas of focus to ensure all KPI's are met.
Skybridge Americas, IL
Coach
02.2015 - 08.2017
Job overview
- Led employee relations through effective communication, coaching, training, and development.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Spearheaded process improvements that led to significant time savings while maintaining quality standards throughout the department's functions.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
Skybridge Americas, IL
Brand Agent/CES/Coach
8 2009 - 2 2015
Job overview
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Facilitated training sessions for new agents, elevating overall team performance.
- Assisted clients with various problems, ensuring timely resolution of issues and optimal outcomes.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation.
Independent Contractor
ITIL Foundations Trainer
01.2006 - 01.2008
Job overview
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Improved learning outcomes with application of adult learning principles in all training programs.
ABN AMRO/InterFirst
Service Desk Manager
01.2003 - 01.2005
Job overview
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Education
Cleary UniversityAnn Arbor, MI
BBA Management of Information Technology
05.2001 - 08.2001
University Overview
Skills
Service Level Agreement Management
Certification
ITIL CERTIFICATION, 2007
References
References
Available upon requestTimeline
Service Delivery Manager I
Stefanini
12.2023 - Current
Team Leader II
Stefanini
10.2022 - 12.2023
Service Delivery Manager
Skybridge Americas
08.2020 - 07.2022
Account Supervisor
Skybridge Americas
08.2017 - 08.2020
Coach
Skybridge Americas
02.2015 - 08.2017
ITIL Foundations Trainer
Independent Contractor
01.2006 - 01.2008
Service Desk Manager
ABN AMRO/InterFirst
01.2003 - 01.2005
Cleary University
BBA Management of Information Technology
05.2001 - 08.2001
Brand Agent/CES/Coach
Skybridge Americas
8 2009 - 2 2015
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