Jennifer Rogers
NOBLESVILLE,United States
Summary
Service Delivery Manager offering 10+ years of experience supporting IT Services at Lilly. Efficient and proactive leader with expertise in both customer and user experience. Brings a resourceful and no nonsense approach to developing innovative solutions that preserve the integrity of the work and increase productivity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
EUC Service Delivery Manager
Eli Lilly And Company
06.2016 - Current
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Attended staff and client meetings and served as liaison to manage operations.
- Coordinated and led internal and external site team meetings.
- Cultivated effective and positive working relationships with the stakeholders through onboarding and ongoing support.
- Participated in Level 1 projects to gain consensus on major project milestones and prioritization goals.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Coordinated new hire onboarding efforts.
- Served as primary interface for Stakeholders and IT in order to maintain continuity between business needs and new technology
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Service Owner for Premium Executive Support and Submission support..
- Maintained in-depth knowledge of tools and services provided by IT in order to increase user adoption, consult on issues and concerns.
Sr Specialists
Eli Lilly And Company
01.2013 - 12.2016
- Managed communication between different stakeholders to gather information, resolve differences and implement improvements.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Evaluated function, performance and design compliance of services against standards and customer needs.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
- Completed in-depth usability testing of new applications and tools on Windows, and iOS mobile devices.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Collaborated with cross-functional teams to align LCM or upgrade project plans with customer requirements.
- Forecasted equipment and accessory and adjusted plans to accommodate changes in demand.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
Education
No Degree - Nursing
Ivy Tech Community College of Indiana
Indianapolis, IN03.2002
Associate of Science - Medical Tech
MidWest Career College
Indianapolis, IN06.1994
High School Diploma -
Lawrence North High School
Indianapolis, IN06.1992
Skills
- Collaborative Environments
- Resource Allocation
- Pain Point Resolution
- Improvement Recommendations
- Operational Efficiency
- Client Relationships
- Risk Mitigation
- Continuous Improvement Projects
- Performance Improvement
- Resource Management
- Interdepartmental Collaboration
- Daily Operations Management
- Service Desk Oversight
- Customer Experience Control
- Supply Chain Solutions
- Reverse Logistics
- Billing and Invoicing
- Operations Support
- Active Listening and Communication
- Distribution and Warehousing
Accomplishments
- Supervised team of 63 Contract staff members.
- SNOW Walk Up Implementation
- Windows 10 Touchless Implementation
- IT On Point Service Owner
- Employee Digital Experience Onboarding Lead
Certification
UX Certification
Customer Experience Certification
Mac Certifications
Office 365 Certification
Timeline
EUC Service Delivery Manager
Eli Lilly And Company
06.2016 - Current
Sr Specialists
Eli Lilly And Company
01.2013 - 12.2016
No Degree - Nursing
Ivy Tech Community College of Indiana
Associate of Science - Medical Tech
MidWest Career College
High School Diploma -
Lawrence North High School