Joyce Osenbaugh
Service Delivery Manager - Messaging and Voice Infrastructure (Sms) @Astreya
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WORK HISTORY
Service Delivery Manager - Messaging and Voice Infrastructure (Sms) @Astreya
Winter Haven, FL, US
Key Role: Provides leadership to the team, managing roadmap, scope, performance, and deliverables to including negotiations, training, resource management, and allocation/budget Tracking to drive client satisfactionWork with Pillar lead and MAVi team to define scope of projectLead team to develop and execute on comprehensive project planTrack project against plan to identify potential risks or delaysAssist Contracts Administration Manager with qualifications and negotiations where requiredAllocate resources effectively across project tasks, ensuring maximum utilization and efficiency.Monitor project budget expenditures and track progress towards achieving financial goals.
EDUCATION
Marathon Petroleum Corporation - Supply Chain Development Program
Certificate - Based on Kauffmann Fast-Trac, Based on Kauffman FastTrac program
Columbia Southern University
BSBA - IT (Summa Cum Laude), Business Administration and Management, IT
SKILLS
ABOUT JOYCE OSENBAUGH
I am a Program Manager leading enterprise-scale delivery across complex operational, contractual, and telecom environments, with direct accountability for performance, quality, and delivery outcomes.In my current role, I provide enterprise program delivery, with direct accountability for SLA and KPI performance, delivery risk, operational execution, and service recovery.I lead large, cross-functional programs spanning contract execution, telecom operations, vendor governance, and SMS ecosystems. My work sits at the intersection of delivery risk, operational discipline, and client trust—particularly in high-visibility, high-stakes environments.I oversee teams responsible for contract execution, audit, service operations, and terminations, including hiring, performance management, coaching, and remediation for 25+ direct reports. I also functionally manage 10+ global, enterprise-level vendors, overseeing onboarding, contracting negotiations, performance enforcement, carrier relationships, and cost optimization.When delivery breaks down, I step in personally—leading incident response, root cause analysis, and post-delivery stabilization. I have built and scaled multiple programs that did not previously exist, transforming fragmented or broken processes into structured, auditable, and reliable operating models.My leadership style is calm, steady, and execution-focused. I am trusted to bring order to complexity, restore delivery confidence, and build programs that scale. Over five years, this work has driven more than $100M in direct and annualized savings through operational efficiencies and vendor optimization.
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