Samuel Jacobs
Uniontown,OH
Summary
IT Delivery Management professional with a well-earned reputation for strong work ethic, approachability, and consistent commitment to team leadership and innovation. Adept at building strong relationships with C-level management. Demonstrated experience working in mission critical environments and have a strong knowledge of Problem, Incident, Change, Request and SLA management and reporting. Recognized ability to coordinate, train, and lead highly effective teams and programs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Business Partner Relationship/Service Delivery Manager
TCC Software Solutions
01.2021 - 01.2024
- Managed an outsourcing hosting and engineering contract with the Florida Highway Vehicle and Motor Vehicles Agency to ensure services were available for the agency 24x7x365
- Managed the delivery of outsourced services to the Florida Highway Vehicle and Motor Vehicles Agency by managing the IT Technical Services sub-contractor
- Oversaw and managed Incident and Service Request response and resolution times by the sub-contractor to attain 99.99% adherence
- Completed monthly performance Service Level Agreement reports utilizing ServiceNow reporting and other reports to provide
- Saved TCC Software Solutions and the sub-contractor over $30,000 by identifying discrepancies for perceived contract breaches
- Generated and processed monthly invoices for hosting and support services and tracked account receivables
- Facilitated onboarding for new resources
Business Partner Relationship/Service Delivery Manager
TCC Software Solutions
01.2009 - 01.2021
- Company Overview: Previously Xerox, Conduent, and Affiliated Computer Services
- Managed the delivery of outsourced services to the State of Maryland, Department of Human Resources
- Point of contact for the client, technical teams, and business partners, to support over VMWare Servers, physical servers (Windows, Solaris, AIX, and Linux), two z/OS LPARs, and network infrastructure
- Managed customer escalation issues ensuring all elements of the service delivery were coordinated and resolved as soon as technically possible
- Responsible for managing projects for the implementation of applications, tools, upgrades, etc
- Spanning multiple engineering groups for both hosting and application services
- Coordinated application migrations throughout the software development life cycle (SDLC)
- Assembled monthly performance Service Level Agreement reports and submitted to the client monthly with an average of 99.9% attainment
- Implemented and managed a client specific weekly change management and review process
- Conducted regular meetings with support groups to review performance, issues, and upcoming projects
- Increased client satisfaction by streamlining business processes and implementing innovative solutions.
- Developed and maintained strong relationships with key stakeholders for improved collaboration and strategic alignment.
Independent Travel Planner
J Cruise Travel Planning
01.2019 - 01.2020
- Started a home-based part-time, after-hours business as an independent travel planner partnering with a 'host agency'
- Created a customized website for the travel planning business
- Managed and created all marketing and advertising
- Scheduled and attended bridal trade show to showcase our product offerings
- Booked several cruises, all-inclusive resorts, and hotels, etc
- For clients
Project Manager
TCC Software Solutions
01.2007 - 01.2009
- Company Overview: Previously Xerox and Affiliated Computer Services
- Provided full life cycle project management utilizing cross-functional teams comprised of global resources delivering services to outsourced clients
- Successfully managed projects for CarMax Inc
- Resulting in the delivery of 75 new midrange servers, multiple network infrastructure improvements, as well as several application and operating system installations and upgrades
- Provided project management leadership to consolidate a large mainframe environment as well as assist in routine account management responsibilities for Allegheny Technologies
- Supplied backup service delivery management duties as necessary to assist account teams
- Prepared weekly project status reports for executive management communicating milestones, target dates, risks, along with status for all active projects
- Attained 100% Service Level Agreement results for all project and financial milestones
- Created and maintained appropriate Project Scope Statements, Microsoft Project Plans, Project Schedules, Communication Plans, Risk Management Plans, Cost Management Plans, etc
- For all assigned projects
- Previously Xerox and Affiliated Computer Services
Education
Accounting
Wooster Business College
Barberton, OH01.1992
Skills
- Administrative Management
- Operations Management
- Strategic Planning
- Organizational Development
- Company processes and procedures
- Customer Relationship Building
- Team Leadership
- Teamwork and Collaboration
- Change Management
- Customer Service
- Effective leader
Certification
Managing Information Technology Projects Certification, The George Washington University School of Business and Public Management, Pittsburgh, PA
Timeline
Business Partner Relationship/Service Delivery Manager
TCC Software Solutions
01.2021 - 01.2024
Independent Travel Planner
J Cruise Travel Planning
01.2019 - 01.2020
Business Partner Relationship/Service Delivery Manager
TCC Software Solutions
01.2009 - 01.2021
Project Manager
TCC Software Solutions
01.2007 - 01.2009
Accounting
Wooster Business College
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