Michael Svoboda
Passionate IT Service Delivery MBA Professional
- Role
- Client Service Delivery Manager at Fiserv Output Solutions
- Location
- Indianapolis, IN, US
- LinkedIn followers
- 500 followers
About Michael Svoboda
Results-oriented IT service delivery professional with 20+ years of progressive…
Experience
Client Service Delivery Manager
Aug 2018 — Present · Indianapolis, IN, US
Empowered and motivated a team of associates to leverage best practices by increasing customer satisfaction while providing executive-level visibility related to incidents, outages, root cause, corrective action resolution, and support service level agreements and key performance indicators. Delivered exceptional customer service by displaying a customer-first attitude, engaging proactively, and taking ownership of customer’s issues by following problems through resolution. Consistently scored 90% and above in customer satisfaction surveys. Managed business relationships, prioritized portfolio demands, collaborated with stakeholders; and working with the customer to build success plans; while assisting the customer in achieving their objectives. Joined forces with the professional services organization on strategic initiatives to optimize professional services while leading strategic programs, combined with the ability to execute tactical project-level activities and tasks. Created daily Splunk reports related to service level agreements and while streamlining the remediation resolution time process. Leveraged SharePoint site to store daily, monthly customer reports.
Education
Indiana State University
Bachelor's degree
Herzing University
Master of Business Administration (MBA)
Skills
- Visio
- Statistical Analysis for Decision Making
- Healthcare
- Security Management
- Organizational Leadership
- Resource Management
- Operations Management
- Requirements Analysis
- Security
- Program Management
- Rapid Conflict Resolution
- Budgets
- Analysis
- Business Intelligence
- Itil
- Sdlc
- Fitness
- Strategic Planning
- Public Speaking
- Service Delivery
- Continuous Improvement
- Process Engineering
- Agile & Waterfall Methodologies
- Budgeting
- Business Analysis
- Microsoft Office
- Vendor Management
- Strong Interpersonal Skills
- Cross-Functional Team Leadership
- Accustomed to Organizational Change
- Consulting
- Effective Organizational Skills
- Process Improvement
- Business Process Improvement
- Time Management
- Quality Assurance
- Team Leadership
- Software Development Life Cycle (Sdlc)
- Business Process
- Operational Excellence
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