Steven Kingsley
IT Service Delivery Manager @Kaiser Permanente
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WORK HISTORY
IT Service Delivery Manager @Kaiser Permanente
Lead service operations of Kaiser IT’s contact center technology platform within 5 Kaiser regions. This technology allows seamless call routing based on unique member needs, greater efficiency in handling peak call volume, and better preparation for disaster recovery using best in class technology from Genesys, Mindful, Cisco, Verizon, Intradiem and Korbyt. Responsible for supporting the telephony solution in partnership with our managed services contract vendor. Ensuring that technical and process issues are addressed in a timely manner via established, well-defined, support processes and governance structures.Established close relationships with the business partners in knowing their platform configuration, requesting changes and resolving issues.Analyze customer requirements, evaluate technology options, develop tactical and strategic plans, evaluate vendor products, recommend end-to-end solutions to Contact Center customers, deploy and support technologies – and ensure overall quality of deliverables against requirements.Pursue root cause of incidents and problems in conjunction with team and vendor. Propose changes to address systemic issues/problems/improved functionality and capability from a support and business management perspective.Operate as a change agent – work with the team to find innovative ways of meeting business demand while delivering exemplary support and delivery services.Coordinate planning activities with ancillary support groups and team members to accomplish goals – assess ongoing demand, work with business partners and leadership to set aggressive but achievable goals, allocate resources as appropriate and track results.Successfully manage process improvements in order to achieve business results and appropriate solutions to meet IT and business needs.Lead process and application performance analysis and subsequent action plans to improve overall quality and performance of the various vendor/ support teams.
EDUCATION
University of Phoenix Portland Campus
BS, Business Information Systems
University of Colorado
Certificate, Practitioner in Project Management
SKILLS
ABOUT STEVEN KINGSLEY
I have over 20 years of IT experience and 15 years experience managing cross functional teams and projects. I am passionate about process improvement, building effective teams, and operational excellence.
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