Lorenzo Bailey
- Role
- Director, Nam Operations at SITA
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Lorenzo Bailey
I am a highly engaged, detail-oriented IT Operations leader with extensive experience…
Experience
Director, Nam Operations
Jul 2015 — Present
Relationships developed and nurtured to ensure alignment with customer business goals, and resolution of customer concerns; awarded several no-bid renewals- Year over Year Net Promoter Score improvement 20••••16 and 20••••17- Teamed with Sales and Customer Success Managers to create account development plans; awarded several new contracts and renewal contracts- Partnered with peers and internal teams, to create continuous process improvement plans. Partnered with field service vendor to improve incident management and dispatch processes- Implemented annual review and revision of site-specific operations documents including business continuity, disaster recovery, and escalations documentation- Adept at escalation and crisis management, driving engagement of resolver teams, ensuring timely customer and senior management updates, and the generation and review of root cause analysis reports.
Skills
- Business Analysis
- Program Management
- Airports
- Airlines
- Customer Service
- Itil
- Management
- Integration
- Operations Management
- Vendor Management
- Business Development
- Outsourcing
- IT Service Management
- IT Management
- Incident Management
- Change Management
- Service Delivery
- Business Process
- Service Management
- Business Strategy
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