MICHAEL J. TUNO
Service Delivery Manager
Mount Laurel,NJ
Summary
Proven experience in IT service delivery management with a focus on resolution of complex issues and escalations. ITIL certified to provide best practices and methodologies. Excellent problem-solving and decision-making skills with ability to remain calm and focused in high-pressure situations. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Ability to effectively interact with people at all levels of the organization including business colleagues, technical teams, and senior management.
Overview
22
22
years of professional experience
2
2
Certificates
Work History
Service Delivery Manager
ATOS
08.2020 - Current
- Ensure successful delivery of IT services to global client
- Effectively manage service performance and assist in resolution of critical incidents
- Serve as primary point of contact for escalations regarding service delivery issues
- Ensure Service Level Agreement (SLA) Compliance for all CSLs, KPIs and GPIs
- Collaborate with cross-functional teams from support and operations to address issues effectively
- Attend staff and client meetings and serve as liaison to manage operations for account
- Meet with business leaders to better understand IT issues that negatively impacted businesses
Regional Service Manager
Willis Towers Watson
04.2011 - 08.2020
- Managed 30 Major Incidents and 50 Escalations per month
- Established and maintained relationships with regional customers, vendors and contractors
- Planned and implemented strategies for improving customer service and satisfaction across region
- Coordinated with regional service teams to resolve customer service issues
- Established team priorities, maintained schedules and monitored performance
IT Project Manager
Parkeon
07.2007 - 03.2011
● Managed implementation of pay stations and credit card payment processing systems to government clients
● Delivered projects on time and on budget
IT Project Manager
NFI Industries
12.2005 - 06.2007
● Implemented and supported warehouse management systems (SSA WMS)
IT Project Lead
Aramark
10.2001 - 12.2005
- Identified and implemented processes and tools needed to effectively manage labor costs and improve customer service at key major accounts
Education
MBA -
Rutgers, The State University of New Jersey
Camden, NJ 09.1995 - 1999.05
Bachelor of Arts - Computer And Information Sciences
Rutgers, The State University of New Jersey
Camden, NJ 09.1983 - 1988.05
Skills
Service Delivery Management
Certification
ITIL 3 Foundation, Service Strategy, Service Improvement
Timeline
ITIL 4 Foundation Certificate
02-2024
Service Delivery Manager
ATOS
08.2020 - Current
Regional Service Manager
Willis Towers Watson
04.2011 - 08.2020
IT Project Manager
Parkeon
07.2007 - 03.2011
IT Project Manager
NFI Industries
12.2005 - 06.2007
IT Project Lead
Aramark
10.2001 - 12.2005
MBA -
Rutgers, The State University of New Jersey
09.1995 - 1999.05
Bachelor of Arts - Computer And Information Sciences
Rutgers, The State University of New Jersey
09.1983 - 1988.05