Summary
Overview
Work History
Education
Skills
Accomplishments
Leadership Attributes
Timeline
Generic

Scott V. Feldman

East Stroudsburg,USA

Summary

Service Management Manager with extensive experience at GAF, specializing in IT service delivery and escalation management, demonstrating expertise in implementing continuous improvement initiatives that elevate SLA performance and fortify customer relationships.

Overview

43
43
years of professional experience

Work History

Service Management Manager

GAF
Parsippany, NJ
07.2022 - 02.2025
  • Responsible for managing our Managed Service Provider (MSP) to support our 24X7 IT Service Desk including work with technical support leaders to ensure ticket prioritization and management of the lifecycle of incidents and service requests to the agreed to SLA’s
  • Create, review and update SOP’s that follow best practice for continued customer support
  • Ensure all KPI’s are delivered with analyzing and reporting on SLA/KPI trends including making formal recommendations for improvement to Senior Leadership
  • Collaborate with the Service Desk MSP to develop Continuous Improvement plans to drive excellent and positive user experiences
  • Responsible for user onboarding readiness
  • Lead Incident and Problem Management ensuring resolution and Root Cause Analysis
  • Develop and implement continuous improvement plans to mature daily operations
  • Act as Major Incident Manager for High Severity issues
  • Manage team of incident managers providing 24X7 support
  • Conduct Post Incident Reviews to identify root cause and follow up actions are addressed to address future issues in collaboration with the technical support teams
  • Setup dashboards in Service Now for Infrastructure and application support teams to manage tickets and track KPI’s
  • ServiceNow Administrative support to the end user community
  • Collaborate with IT and the business on continuous improvements
  • Responsible for process acceptance for the ITSM Service Management team
  • Implementation and administration for ServiceNow Performance Analytics and User Experience
  • Implementation of Knowledge Base in ServiceNow
  • Knowledge Base Manager for ServiceNow Knowledge Base
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Developed and maintained relationships with customers and suppliers through account development.

Service Delivery Manager

Technologent
Irvine, CA
01.2022 - 07.2022
  • Manage the customer relationship to ensure that services are being delivered according to the Statement of Work for 32 Dental offices in multiple regions
  • Act as Major Incident Manager for High Severity issues
  • Facilitate client meetings
  • Manage resources on cross functional teams to provide customer support
  • Develop and Implement Service Improvement Plans from Incident and Problem outcomes
  • Daily review of all incident, requests, change and problem tickets
  • Conduct Post Incident Reviews to identify root cause and follow up actions are addressed
  • Analyze data to support opportunities for continuous improvements recommendations to the stakeholders
  • Responsible for handling escalated situation where additional oversight is required
  • Track performance of services and provide reporting on KPI’s
  • Provide oversight and help the client build a scalable infrastructure to support their business needs

Senior Infrastructure Manager

Selective Insurance Company of America
Branchville, NJ
01.2016 - 01.2022
  • Manage the Enterprise Compute L3 build engineers and Architects that supports the corporate headquarters and 19 Branch Offices overseeing infrastructure and service delivery
  • Managed the Managed Service Provider (MSP) who supported our Enterprise Compute Engineers and Database Administration teams according to the signed SOW
  • Provide monthly and Quarterly performance reports for the Server Infrastructure
  • Conduct individual performance reviews for team members
  • Mentor team members and provide them opportunities for career growth
  • Oversaw infrastructure projects, enhancing system reliability and achieving measurable improvements in Service Delivery
  • Scrum Master for daily standup calls with compute engineers and DBA’s
  • Conduct weekly and monthly meetings with delivery teams to review client pulse
  • Responsible for the design, deployment, and maintenance for the Enterprise Compute environment
  • Manage corporate guidelines, employee relations, benefits, and compensation
  • Compile, oversee and maintain compliance for annual/capital budgets, formulate and deliver the 3-year strategic plan
  • Responsible for ITIL-based policies and procedures that addressed incident, problem, and change management.
  • Help business leaders assess their maturity level and provide insight to which areas need improving
  • Responsible for delivering continued service improvement to improve on the efficiency, effectiveness and quality of service provided to our customers
  • Create and update SOP’s that follow best practice for continued customer support
  • Collaborate with 3rd party vendors to optimize service delivery and enhance performance
  • Responsible for auditing documented processes for accuracy and process improvements

Director of Service Delivery Management

Wipro/Infocrossing
Leonia, NJ
01.2013 - 01.2016
  • Managed a global staff of four (4) Senior Managers and 32 Service Delivery Managers
  • Conduct individual performance reviews for Service Delivery Organization
  • Point of escalation for client services delivery needs
  • Participate in RFP/RFI proposals
  • Define and implement action plans to achieve set objectives to achieve a desired outcome
  • Responsible for collecting, analyzing and presenting data reports in a structured meaningful format for senior leadership and customer base
  • Manage multiple project implementations through lifecycle which includes defining resources, schedules and documentation
  • Manage resources on cross functional teams to provide customer support
  • Participate in the onboarding of new clients and ensure operational readiness
  • Conduct weekly and monthly meetings with delivery teams to review client pulse
  • Develop and Implement Service Improvement Plans from Incident and Problem outcomes
  • Oversee Statement of Work (SOW) for a customer base of 95 global customers across multiple verticals
  • Manage to the SLA’s OLA’s for customer portfolio management
  • Provide strategic roadmap for continued improvement for the customer base

Data Analysts

Sanofi Pasteur
01.2007 - 01.2010
  • Analyzed data trends to support Infrastructure and applications support
  • Collaborated with cross-functional teams to improve data reporting processes.
  • Prepared comprehensive reports for stakeholders on research findings.
  • Conducted data validation to ensure accuracy and integrity of datasets.

Project Manager

CompuCom
01.2002 - 01.2007
  • Managed project timelines and deliverables for multiple client initiatives, ensuring timely completion.
  • Coordinated cross-functional teams to align on project objectives and drive results.
  • Developed comprehensive documentation for stakeholder reference to maintain clarity.
  • Facilitated regular status meetings to communicate progress and resolve issues effectively.
  • Managed projects from procurement to commission.
  • Identified plans and resources required to meet project goals and objectives.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Data Center Consultant

Enterprise Technology Group
Secaucus, NJ
01.1998 - 01.2002
  • Assisted clients in identifying technology solutions tailored to their needs.
  • Collaborated with technical teams to facilitate seamless project implementation.
  • Conducted training sessions for clients on new software applications.
  • Managed client inquiries and resolved issues in a timely manner.
  • Fostered strong relationships with clients to enhance loyalty and engagement.

Mainframe Operations

Bankers Trust
07.1982 - 01.1998
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our CICS, VTAM environment.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked with cross-functional teams to achieve goals.

Education

Telecommunications Certificate -

DeVry Technical Institute
Woodbridge, NJ

Skills

  • IT service delivery
  • Escalation management
  • Coaching and mentoring
  • Service performance management
  • SLA management
  • Budgeting
  • Managed services
  • Agile methodology
  • Data center transition
  • Process improvement
  • System integration
  • Communication skills
  • IT infrastructure processes
  • KPI reporting
  • Creative problem solving
  • Incident management
  • Project management
  • Continuous improvement
  • Business relationship management
  • Problem management
  • Strategic thinking
  • Customer relations
  • Mainframe operations
  • Change management
  • Service management
  • Data analysis
  • Customer relationship management
  • Team leadership
  • Stakeholder engagement
  • User onboarding
  • SOP development
  • Performance metrics
  • Vendor management
  • Trend analysis
  • Root cause analysis
  • Contract management
  • Time management
  • Complex Problem-solving
  • Disciplinary techniques
  • Decision-making
  • Schedule preparation
  • Policy implementation
  • Expense tracking
  • Negotiation
  • Operations management
  • Staff training and development
  • Strategic planning
  • Policy and procedure development
  • Relationship building
  • Staff development
  • Customer service
  • Work prioritization
  • Performance management
  • Budget control
  • Key performance indicators
  • Customer relationship management (CRM)
  • Staff management
  • Cross-functional teamwork

Accomplishments

  • Successful transitions of the Service Desk to an MSP in 90 days
  • Championed vRealize Automation for VDI and server self-provisioning which has improved time to market for business objectives
  • Championed right size environment cleanup of the VDI and Servers that has produced an annual cost avoidance/Savings of over $500,000 recognized by Gartner.
  • Develop and implement ITSM process for Incident and Problem Management as part of IT maturity framework
  • Dashboard development in ServiceNow to provide real time data to help monitor and analyze Infrastructure and Application data for reporting on KPI’s/SLA
  • Collaborated with Leadership on a Plan Build Run model that has successfully improved Mean Time to Market
  • Developed and matured process to integrate Scaled Agile with the Plan Build Run model
  • Developed and matured process for the Service Management Office
  • Manage the deployment of MS Teams and Intune
  • Manage the deployment of AirWatch and the integration with our ticketing systems
  • Maintain high NPS score for customer base.
  • Developed an automation program to improve on efficiencies and drive down cost across infrastructure and application environments

Leadership Attributes

  • Consummate Team Player
  • Collaborative
  • Innovative
  • Honest
  • Respectful
  • Articulate

Timeline

Service Management Manager

GAF
07.2022 - 02.2025

Service Delivery Manager

Technologent
01.2022 - 07.2022

Senior Infrastructure Manager

Selective Insurance Company of America
01.2016 - 01.2022

Director of Service Delivery Management

Wipro/Infocrossing
01.2013 - 01.2016

Data Analysts

Sanofi Pasteur
01.2007 - 01.2010

Project Manager

CompuCom
01.2002 - 01.2007

Data Center Consultant

Enterprise Technology Group
01.1998 - 01.2002

Mainframe Operations

Bankers Trust
07.1982 - 01.1998

Telecommunications Certificate -

DeVry Technical Institute

Similar Profiles

CREATE PROFILE
Scott V. Feldman
Want your own profile? Build for free at Resume-Now.com