SARAH HOWARD
Jacksonville
Summary
Service management professional with extensive expertise in delivering and optimizing high-volume service operations across technology and professional services environments. Proven track record of streamlining end-to-end processes, consolidating teams, and redesigning governance to reduce cycle times, eliminate waste, and increase forecast accuracy. Skilled at translating business objectives into practical delivery strategies—establishing standardized playbooks and reporting that drive measurable improvements in on-time starts, first-time-right implementation, and client satisfaction. Strong leader and collaborator who unites solutions, project, and operations teams to improve accountability, resource utilization, and cross-functional handoffs while minimizing escalations. Adept at stakeholder engagement and executive communication, presenting clear status, risk mitigation plans, and ROI-focused recommendations to senior leadership and clients. Comfortable operating in fast-changing environments; known for pragmatic problem solving, process discipline, and reliably delivering results on complex, multi-stakeholder programs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
The Scarlett Group
Jacksonville, FL
12.2025 - Current
- Led integration of Solutions and Project teams to create a single, cross-functional Service Delivery unit, improving collaboration and end-to-end accountability.
- Cleaned and reconciled opportunity pipeline (removed stale entries, validated data), increasing forecast accuracy and prioritization clarity.
- Managed cross-functional risks and dependencies during transitions, ensuring service continuity and successful program delivery.
- Implemented new procedures for opportunity qualification and transition to delivery, shortening time-to-start and improving resource allocation.
Manager of the PMO
The Scarlett Group
Jacksonville, Florida
07.2011 - 12.2025
- Plans, executes and finalizes projects according to strict deadlines
- Responsible for providing written and verbal project communications, including weekly status, dashboards and project updates
- Manage large scale systems, network and software deployment projects for client companies with full oversight for design, development, deployment, and production
- Define technical requirements and document plans for project lifecycle deployment including scheduling of project deliverables, budgets and timelines.
- Manages and oversee the On Boarding of New Clients, provides technical handoff to the Operations team.
Technician Tier II
The Scarlett Group
07.2004 - 07.2011
- Answered calls and assisted users with IT issues that include printers, application issues, and computer issues
- Responsible for creating tickets and managing them till completion
- Server administration that included but not limited to AD Administration, DNS Troubleshooting, File replication, and Application issues
- Network administration that included but not limited to Firewall administration, Switch administration, and/or Access Point Troubleshooting.
Supervisor, Cash Office Manager
Kmart
01.2007 - 01.2011
- Managing customers and escalating issues
- Supervising up 6 customer service representatives
- Handling large amount of money daily
- Answering phones and routing to the correct employee
- Cleaning and stocking shelves as inventory is sold.
Supervisor
Riggsy's Billards
01.2005 - 01.2007
- Maintained excellent customer service
- Handling business aspects which include opening and closing business, cashing and taking deposits, and inventory.
Education
Associate in Arts (AA) -
Florida State College of Jacksonville
Jacksonville, FloridaComputer Systems Networking and Communications (BAS) - undefined
Florida State College of Jacksonville
Jacksonville, FloridaIT Security (AS) - undefined
Florida State College of Jacksonville
Jacksonville, FloridaSkills
- Microsoft Office
- Windows Server 2022
- Windows Server 2019
- Windows 11 Pro
- Microsoft Azure
- Project implementation
- ITIL framework
- Operations support
- Project creation
- Time Management
- Performance improvement
- Project planning
Certification
- Computer Security Specialist (Certification) Florida State College of Jacksonville, Jacksonville, Florida
- Network Support Technician (Certification) Florida State College of Jacksonville, Jacksonville, Florida
- Computer Support Technician (Certification) Florida State College of Jacksonville, Jacksonville, Florida
- Certification - CAPM PMI Organization
- Certification - MS-900 - Microsoft 365 Fundamentals Microsoft
Timeline
Service Delivery Manager
The Scarlett Group
12.2025 - Current
Manager of the PMO
The Scarlett Group
07.2011 - 12.2025
Supervisor, Cash Office Manager
Kmart
01.2007 - 01.2011
Supervisor
Riggsy's Billards
01.2005 - 01.2007
Technician Tier II
The Scarlett Group
07.2004 - 07.2011
Computer Systems Networking and Communications (BAS) - undefined
Florida State College of Jacksonville
IT Security (AS) - undefined
Florida State College of Jacksonville
Associate in Arts (AA) -
Florida State College of Jacksonville