Maribel Gonzalez

Senior Service Delivery Manager Google @Astreya

San Jose, CA, US

Provided leadership to diverse operations teams; 40 resources in Bay Area, Dublin, London, Taiwan∘ Implemented, monitored and reported to customers on service delivery metrics∘ Implemented personnel onboarding, training, and service improvement activities, ensuring systems, methodologies, and procedures were in place and followed by each service team∘ Drove internal and client meetings covering delivery performance, service improvements, quality, and processes∘ Accountable for the quality of service and performance; ensured future demand from growth & projects were understood and factored into capacity plans for all associated teams ∘ Worked closely with Business Development and Client partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities ∘ Worked closely with Recruiting to develop pipeline and process for hiring strong candidates and interview where necessary ∘ Worked closely with Finance to ensure invoices were correct and the proper projects were billed∘ Furthered, developed and maintained retention program and incentives for field employee satisfaction ∘ Managed complex and/or large projects or delivering the IT components of major projects to time, cost, quality and benefits realization requirements∘ Assimilated, understood and managed problem solving and opportunities recognition in the context of IT Infrastructure and/or Application change solution concept, design and deployment in a major software services/hardware environment∘ Successfully delivered a range of complex, high profile IT projects∘ Identified projects at risk and take appropriate action to recover, often working across divisional boundaries∘ Took ownership for the resolution of highly complex issues and risks that have been escalated. Lead the collaborative, dynamic planning process – prioritized the work that needed to be done against the capacity & capability of the team

San José State University

Bachelor's degree, Hospitality, Tourism, and Event Management