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Ict Service Delivery Manager @Revolution - Your It Partner
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WORK HISTORY
Ict Service Delivery Manager @Revolution - Your It Partner
Auckland, NZ
To make sure that service delivery and service support processes are on track for the consistent delivery of a high level of customer service in an effective and cost-efficient manner.ResponsibilitiesMonitoring and managing desktop support, and IT services desk functions to ensure optimal serviceMaintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessaryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryDeveloping a deep understanding of projects to gain insights into the scope of service deliveryTaking accountability for service delivery performance, meeting customer expectations, and driving future demandAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizationRecommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesProviding accurate and regular reports to the management on the performance of the service delivery
EDUCATION
UniSociesc Centro Universitário
Bachelor in Information Systems, Computer Networks
Seafield School of English - Auckland - New Zealand
General English
Tupy Technician School
Computer Technician, Computer Hardware Technology/Technician
ICL Education Group
Master of Business Informatics - MBI, Information Security and Management
UniSociesc Centro Universitário
Postgraduate, Production Engineering Technology
SKILLS
ABOUT EDSON MACHADO DE SOUSA
With over 4 years of experience as an ICT Service Delivery Manager at Revolution, and over 20 years in the IT field, I specialise in optimising service delivery processes and ensuring high performance in IT support functions. Proficient in ITIL methodology, Linux, and information technology, I oversee service support and delivery, monitor IT service desks, and implement process improvements to maintain exceptional customer service standards.My role focuses on coordinating critical incident resolutions, fostering collaboration among stakeholders, and ensuring robust systems and procedures to support service excellence. I am committed to enhancing operational efficiency with a clear focus on maintaining cost-effectiveness and facilitating optimal team performance in delivering IT services.
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