Raymond MacDonald
Director - Service Delivery @First Carolina Bank
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WORK HISTORY
Director - Service Delivery @First Carolina Bank
Oversee the Service Delivery Team and the execution of service delivery activities, ensuring smooth and consistent performance across the program. • Work with all First Carolina Bank / BM Technolgies internal teams to ensure service delivery processes are rolled out effectively with minimal service disruption.Serve as the escalation point for service incidents and requests. Ensure timely resolution of tier 1 and 2 level issues, ensuring all incidents are addressed within the established Service Level Agreements (SLAs).• Coordinate the planning, scheduling, and communication of change and release activities. Ensure that all deployments across environments are executed accurately and on time.• Responsible to ensure operational problems are addressed timely to mitigate reoccurrence/application or customer impact.• Responsible to lead Service Delivery Analysts and Release and Change Managers assisting in their professional development and knowledge transfer.• Identify areas for improvement in Incident, Problem, Change, and Release Management processes. Drive initiatives to enhance operational efficiency and minimize service disruptions.• Focus on delivering exceptional customer service, ensuring customer satisfaction above the baseline standard. Act as the point of contact for service issues, working cross-functionally to resolve issues promptly.• Work with cross-functional teams, including development, operations, and business stakeholders, to address service issues, facilitate changes, and ensure successful deployment activities.• Create and maintain documentation related to service delivery, including release notes, risks, issues logs, and incident/problem reports. Ensure all service-related processes are documented and easily accessible.• Participate in the 24/7 on-call rotation as needed to support critical incidents and deployments during off-hours.• Participate as needed in audits and compliance monitoring
EDUCATION
Saint Joseph's University
Bachelor's degree, Business, Management, Marketing, and Related Support Services
SKILLS
ABOUT RAYMOND MACDONALD
Experienced Information Technology leader. An excellent problem solver and effective…
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