CAROL TAYLOR
Brighton,CO
Summary
Strategic Service Delivery Manager skilled in managing complex projects and optimizing service delivery processes. Expertise in building high-performing teams and implementing strategic improvements. Achievements include cost reduction while upholding service standards and enhancing customer satisfaction through effective problem-solving and communication.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Istonish
Englewood, CO
05.2021 - Current
- Acted as primary relationship owner and trusted advisor for enterprise and public-sector clients, partnering with executive stakeholders to align service delivery outcomes with business objectives and long-term strategy, and leading client-specific initiatives and projects.
- Owned end-to-end service delivery, managing incident resolution, service requests, SLAs, KPIs, and escalations to ensure client satisfaction
- Successfully onboarded 10+ managed services clients, leading transitions, tooling implementation, and operational handoff while maintaining high customer satisfaction and retention
- Led complex initiatives including enterprise public-sector website modernization, ServiceNow eBonding implementation for cross-organization incident integration, network modernization for improved reliability across multi-site environments, RMM platform replacement with endpoint modernization, and public health application development for state-level compliance
- Drove targeted service improvement plans to address at-risk client engagements, reversing performance trends and contributing to multi-year client renewals
- Partnered with sales and leadership on RFP responses and contract discussions, articulating service delivery models and execution plans
- Lead SOC 2 audit efforts, coordinating documentation, evidence collection, SOP reviews, and remediation activities with internal teams and leadership
Business Relationship Manager
Optiv
Denver, CO
08.2015 - 04.2022
- Prepare presentations and lead c-suite business review meetings to align cross-department initiatives and facilitate discussions regarding budgets, technology portfolio, project roadmaps, milestones and KPIs
- Liaison between stakeholders and technical resources to outline business needs, elicit business requirements, and determine future state impacts to ensure mutual understanding and agreement of processes and systems changes
- Managed IT relationships with departments including Professional Services, Human Resources, Legal, Facilities, Operations & Finance to ensure alignment on business needs and initiatives
- Work closely with the Risk Management team to align business processes and systems with SOX Compliance requirements
- Provided input on development and system modifications to address business needs and established processes supporting these modifications
- Managed project plans, facilitated meetings with internal and external resources, and conducted user acceptance testing (UAT).
- Conduct UAT with cross-functional business teams to ensure systems align with business requirements
- Collaborated with clients and third-party vendors to negotiate budgets, ensuring compliance with corporate information security, risk, and compliance policies
Consulting Operations Team Lead
Optiv
Denver, CO
07.2012 - 07.2015
- Trained new hires and documented processes as training aids, guiding and mentoring team members to foster a collaborative team environment
- Validated sales orders in Netsuite, set up revenue, billing & project tasks in OpenAir, approved expense reports in Concur, and invoiced projects in accordance with contract terms
- Reviewed revenue discrepancy report and accrual of company-paid airfare report monthly, managing reporting of unbilled charges and open invoices
- Subject matter expert for Consulting Service Operations team, managing various daily requests from internal and external customers via NetSuite cases, OpenAir issues and email
- Worked on the business systems integration team for merger including testing and training for new systems
Education
Bachelor of Science - Finance
Metropolitan State University of Denver
Denver, CO12.2008
Skills
- Enterprise customer success and retention
- Executive stakeholder management
- Strategic account planning
- Service level agreement management
- Key performance indicator management
- Success metrics oversight
- Incident and problem management
- Change and program management
- Project management methodologies
- Agile, waterfall, and Kanban practices
- Cross-functional collaboration
- SOC 2 compliance audits
- Governance and compliance strategies
- Client onboarding processes
- Service transition management
- Risk assessment and management
- Escalation leadership
Certification
- CPAPM
- HIPAA
- AI for Project Managers
- Scrum Product Owner
- ITIL V4 Foundation, 09/24
- Professional Management Professional, 12/24
References
References available upon request.
Timeline
Service Delivery Manager
Istonish
05.2021 - Current
Business Relationship Manager
Optiv
08.2015 - 04.2022
Consulting Operations Team Lead
Optiv
07.2012 - 07.2015
Bachelor of Science - Finance
Metropolitan State University of Denver