Richard L.
MA, PMP, ITIL, CHDM | Unique mix of IT Project/Program Management and IT Service Delivery & Support Management with 25+ years\' effective leadership in business, government, and education.
- Role
- Service Delivery Manager at Elevance Systems, Inc
- Location
- Indianapolis, IN, US
- LinkedIn followers
- 500 followers
About Richard L.
My background comprises 30 years\' successful IT Management in multiple areas including Service Delivery & Support Management (ITIL- and Service Desk-certified), Project and Program Management (PMP-certified), Change Management, and Operations Management. My experience also includes education in, and practical application of, Instructional Design and IT Education / Training Management & Delivery.Managing IT activities within a diversity of industries, in medium-to-large environments, local through global operations, has highlighted for me both the commonalities and the variety of IT needs across those industries. These include advertising, hospitality, legal, insurance, financial, energy, manufacturing, and healthcare, plus government and higher education.My drive for IT excellence is rooted in the conviction that IT exists to serve the organization and no matter the situation, IT must consistently balance both the daily tactical requirements of end users and the long-term business strategies of the organization. Through the achievement of these two objectives, IT will satisfy the needs of both internal and external customers.I believe the above objectives can be achieved only through proactive and appropriate management of IT processes, systems, and projects, with a continuous drive toward stability, improvement, and growth.REPRESENTATIVE CAREER ACCOMPLISHMENTS:* SLA and KPI targets,(70+) concurrent, consistently exceeded * CSAT scores consistently > 90%* Managed Services contracts up to $73M TCV * Cross-functional team management comprising onsite, onshore, nearshore, and offshore members * Application, infrastructure, and systems integration projects * Waterfall and Agile project management methodologies employed * Successful assumption & delivery of multiple in-flight and/or troubled projects * Application development program management,(20+) projects in program,$6M budget
Experience
Service Delivery Manager
May 2025 — Present · Indianapolis, IN, US
IT Service Delivery Management / IT Project Support for Franciscan Health enterprisewide with added focus on Franciscan\'s Central and Western Regions:
Education
Western Michigan University
Bachelor of Arts - BA
Purdue University
Master of Arts - MA
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