Richard Birdwisa
Experienced Service Delivery Manager with a demonstrated history of working in the information technology and services industry. Skilled in Windows, OS X, Customer Relationship Management (CRM), Management, Account Management, and Software Installation. Strong operations professional with a Associates of Arts focused in Business Management from Walsh University.
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Service Operations Manager at MCPc
Develop standard reporting metrics for cross functional teams from desktop support, help desk, infrastructure team and end user computing.
Change agent for internal service processes such as formalizing statement of work review process.
Internal on-boarding ownership to drive shorter turn around time from SOW signature to execution.
Provide added layer of management for Service Delivery Managers and Project Managers.
Manage projects of small to medium size and scope.
Executive communications and presentations on service on-boarding metrics, gap analysis, and execution of enhancements.
Creation of statements of work for various business units.
Analyze completed service solutions for profit and loss.
Drive contract negotiations with clients on multi year agreements included drafting, revision and finalize contract.
Analyze current partner performance and identify new partners.
Communicate with business unit leaders to identify gaps and collaborate with leaders to solve challenges.
April 2018 - Present