Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Jeff Smith

Laguna Woods,CA

Summary

I.T. Service Delivery Director/Senior Service Delivery Manager Client Engagement Manager & Account Manager. Adept at helping people grow their skills to reach new goals, seeks a position with non-profit or other public-facing entity where experience and knowledge can be used to help build and guide teams

A results-driven professional with comprehensive background in service delivery management. Adept at optimizing team performance and driving project success through collaboration and adaptability. Well-regarded for strategic thinking, problem-solving abilities, and commitment to achieving organizational goals.

Overview

19
19
years of professional experience

Work History

Director of Service Delivery - Service Delivery Management

Effortless Office - MSP
01.2021 - 04.2023
  • Led efforts to build/improve processes
  • Managed and trained Service Delivery Managers
  • Facilitated and attended client facing meetings
  • Participated in AR, revenue churn, growth, and reconciliations with AR Weejky
  • Participated in management and CXO meetings for strategic planning
  • Responsible for organizational initiatives and ongoing efforts to define team roles and responsibilities
  • Collaborated with President and other leaders to define and launch new structure for managing the delivery of customer engagements (2.0)

Service Delivery Management

DISYS/Allied Digital
09.2019 - 12.2019
  • Service Delivery Management Contractor for ITaaS Provider growing their MSP Service Line
  • Implemented improved Enterprise Process Documents to support ITIL processes

Client Success Leader

Ensono
06.2018 - 05.2019
  • Senior Manager leading team of 5 Technical/Service Delivery Managers in US and India
  • As Team Leader, oversaw team and service delivery tower performance to consistently meet or exceed SLA/KPI targets.

Program Management Onsite/Senior Service Delivery Manager

Wipro Data Center & Cloud Services
06.2015 - 05.2018
  • Primary hiring manager for onshore/offshore Service Delivery Management
  • Consistent performance achievements resulted in “meets/exceed” performance for 10+ years
  • Oversaw Build-to-Run state involving multiple client engagements including all aspects of service delivery and account management
  • Responsible for maintaining and/or improving client satisfaction
  • Worked with Vertical and Geo-based Client Partners to grow revenue, focusing on retention via renewals, and up-sell of services via contract-commercial aspects
  • Responsible for all US based Banking, Finance, Insurance Vertical clients, as well as miscellaneous Manufacturing clients (largest client with $5M revenue per month)

Service Delivery Manager

Wipro Technologies
06.2007 - 05.2015
  • Managed multiple complex client engagements involving all aspects of service delivery and account management; responsible for maintaining and/or improving client satisfaction, while protecting and growing annual revenue to more than $15M – $25M annually
  • Industries included Aerospace, Energy, Insurance, Education, Manufacturing and Financial Services

Client Engagement & Account Management

INFOCROSSING/IFOX
06.2004 - 05.2007
  • Managed multiple complex customer engagements involving all aspects of service delivery and account management; responsible for maintaining and/or improving client satisfaction, as well as protecting and growing $20M in annual revenue
  • Industries include Aerospace, Energy, Insurance, Education, Manufacturing and Financial Services

Education

BA - Business Administration

Long Beach State University
Long Beach, CA

Skills

  • Managing in a team
  • Strong relationship management
  • Active listening
  • Positive team development
  • Complex problem solving
  • Effective communication & collaboration
  • Training & career plans
  • IT strategy, management & support
  • Request management
  • Workflow prioritization
  • Corporate compliance
  • Vendor management
  • Microsoft 365
  • ITIL Certified

Hobbies and Interests

Volunteering: Coaching youth sports, attending games, beaches, sun and tropical vacations…

Timeline

Director of Service Delivery - Service Delivery Management

Effortless Office - MSP
01.2021 - 04.2023

Service Delivery Management

DISYS/Allied Digital
09.2019 - 12.2019

Client Success Leader

Ensono
06.2018 - 05.2019

Program Management Onsite/Senior Service Delivery Manager

Wipro Data Center & Cloud Services
06.2015 - 05.2018

Service Delivery Manager

Wipro Technologies
06.2007 - 05.2015

Client Engagement & Account Management

INFOCROSSING/IFOX
06.2004 - 05.2007

BA - Business Administration

Long Beach State University

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