Shelly Cross
Richlands,NC
Summary
Innovative leader with over two decades in establishing service delivery and technology operations, projects, teams and frameworks to achieve record-breaking financial and technical results for multiple clients. Champion of driving six-digit cost savings and corporate productivity by shaping long-term IT vision/strategy, directing multimillion dollar account project portfolios, leading cross-functional teams and removing roadblocks. Industry thought partner for customer focused strategies, cloud transformation, financial oversight, quality improvement and team mentoring. Successful in formulating data-driven IT/Service delivery policies, pioneering industry-leading ITIL and program management methods and developing world-class customer support processes. Background in leading infrastructure modernization and migration programs by engaging interdisciplinary and cross-region resources, establishing performance metrics and delivering creative lean solutions.
Overview
13
13
years of professional experience
Work History
IT Service Delivery Director
Unify, A Division of Mitel
11.2022 - 04.2024
- Developed and conducted Quarterly Business Review with customers, aligning digital transformation for client growth strategies, affecting a portfolio of over 40 high-value clients.
- Spearheaded the migration of infrastructure technologies for a global enterprise to a hybrid cloud environment, enhancing scalability, operational efficiency and cost reduction to clients.
- Developed effective strategies to improve service delivery performance, meet customer needs and drive future demand while reporting to my Vice Presidents and CEO.
- Led account services, including telephony, network switches, cloud, server backups, storage, WAN/LAN, datacenter and networking.
- Performed project analysis, scheduled cost control meetings and initiatives, gained insights into service delivery scope, implemented new tools and benchmarks, recommended improvement methods and followed up for on-time action resolution and deployment.
- Improved service outcomes and team efficiency by analyzing support metrics/third-party business partners and internal processes, ensuring implementation of appropriate systems and procedures and creating effective strategies.
- Boosted customer satisfaction and retention by introducing daily workflow enhancements and proactively identifying and resolving client service issues.
- Revitalized departmental and team procedures and practices by directing client hardware and enterprise software deployments and upgrades.
- Handled critical incidents by coordinating with resolution parties and establishing effective communication lines between stakeholders for post incident reviews and root cause analysis.
- Implemented process improvements resulting in a 25% reduction in IT service delivery time.
- Improved customer satisfaction scores by 15% through enhanced services processes, SLAs and clear KPIs.
- Managed a $2.8 million IT budget across 40 customer accounts, ensuring a 30% margin on optimal profit and loss margins.
- Coordinated a team of 30+ IT professionals to support 50+ enterprise level clients.
Service Delivery Manager
Atos International, FKA Siemens IT Servides
06.2011 - 10.2022
- Provided strategic IT leadership and guidance which supported my client's expansion strategy to IaaS cloud solutions, resulting in a 32% decrease in client costs.
- Managed infrastructure and operational budgets that led to a 25% cost savings through optimization of internal IT resources.
- Implemented robust disaster recovery solutions that decreased data recovery times by 40% during critical client's system failures.
- Led my team in deploying major server and network upgrades for enhanced data protection, achieving a 99.9% uptime rate.
- Coordinated closely with Sales, Solution Architects and Engineering team internally to ensure seamless service delivery of IT projects, thereby increasing repeat business by 18%.
- Optimized service delivery and eliminated waste and costs by designing and providing scalable solutions and implementing ITIL Methodologies and processes, including incident, problem, change and risk management.
- Drove business transformation and customer satisfaction by managing hardware infrastructure, integrating innovative technologies and ensuring a smooth transition for Siemens to Atos managed services.
- Enhanced team capabilities, service quality and work productivity by supervising team members in offshoring programs and data center operations and aligning teamwork with organizational goals.
- Ensured solution reliability and contract compliance by maintaining architecture, security and disaster recovery protocols and enforcing customer-specific IT policies in compliance with ISO standards.
- Realized continuous improvement within customer environments by identifying and tracking key service metrics for customer solutions, uncovering inefficiencies and delivering corrective actions plans as a result of Root Cause Analysis processes.
- Capitalized potential opportunities and drove business success by refining existing concepts and developing innovative approaches while leveraging a unique blend of creativity, problem-solving and technical skills.
Education
Cybersecurity -
North Carolina State University
Virtual03-2025
Certification - Six Sigma
Atos, Inc
Raleigh, NC01-2010
Certification - Project Management
PMI
Raleigh, NC04-2006
Bachelor of Science - Project Management
Colorado Technical Institute
Virtual12-2005
Certification - ITIL Foundations
ACS, Inc
Raleigh, NC01-2005
Associate of Science - Business Administration And Management
Penn State University
New Kensington, PA05-1996
Skills
- Cross-functional coordination
- Customer complaint handling
- Team Leadership
- Operations Management
- Mentoring and training
- Risk Management
- Problem-solving aptitude
- Process Improvement
- Forecasting
- Change Management
- Project planning and scheduling
- Six Sigma principles
- Budget controls
Key Achievements
- Managed Service Improvement plans to improve customer satisfaction
- Cloud Implementation and Transformation
- Advised and Contributed in Service Now implementation for Service Desk, Asset Mgmt, Incident Tracking, SLA and KPI Reporting.
- Cut Customer Operating costs via Technology Overhaul
- Improved Data Recovery Times
- Achieved 99.9% System Uptime for clients
- Managed Service Provider for 40+ clients
- Strategic Transformation IT Development and Deployment
- Escalation Oversight and Proactive Problem Solving
- Executive Reporting and Decision Making
Timeline
IT Service Delivery Director
Unify, A Division of Mitel
11.2022 - 04.2024
Service Delivery Manager
Atos International, FKA Siemens IT Servides
06.2011 - 10.2022
Cybersecurity -
North Carolina State University
Certification - Six Sigma
Atos, Inc
Certification - Project Management
PMI
Bachelor of Science - Project Management
Colorado Technical Institute
Certification - ITIL Foundations
ACS, Inc
Associate of Science - Business Administration And Management
Penn State University
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