Terry Geary
Service Delivery Manager @Randstad USA
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WORK HISTORY
Service Delivery Manager @Randstad USA
Chicago, IL, US
Leveraging customer focused tactical and strategic guidance and Delivery Execution for the Managed Service Provider model in order to achieve operational excellence • Providing Strategic direction for a remote 24x7 Network Operations Center team as well as an After-Hours Service Desk • Developing, managing, and monitoring Application Services KPI’s and SLA’s, to ensure Service • Continuous Improvement and maintenance by Implementing ITIL standards for Incident Management and Root Cause Analysis • Managing 25+ on- and off-shore resources providing NOC and After-Hours Service Desk managed services to the client • Reduced average delivery of completed transmission from one month to two weeks • Implemented process oriented work streams for service delivery • Merged 4 disparate service request systems into a single solution for the entire company • Developed KPI metrics that aligned with SLA’s to provide timely and quality-based customer solutions and implementations. • Met with multiple internal and client teams to consult on technical solutions, project planning, issue resolution, and implementation assessments. • Designed and developed a comprehensive metrics tracking system to monitor service delivery performance, customer metrics, LOB metrics, and this tool is beginning to provide senior management reporting.
EDUCATION
DeVry University
Electronics Engineering Technology
ABOUT TERRY GEARY
An Information Technology leader with 15+ years of extensive experience administering solutions, developing support strategies, strategic direction, Capital Budgets, business planning, project management, and aligning IT initiatives with business priorities. •Partnering with Technology Leadership to set the IT/Infrastructure strategy for the region and aligning with the global strategy and standards •Partnering with Business Leaders to understand and represent the IT needs •Providing thought leadership for global infrastructure standards and IT outsourcing to reduce run costs and improve service • Experience with privacy or data security regulations including SOX, HIPAA, SOC1, SOC2, and beginning HITRUST • Experience with IT information systems governance and security frameworks including ISO 27001 • Proficient ability to drive efficiency and governance within IT Operations Security groups to align with business goals • Experienced leadership in Information Technology Security Operations functions including DevOps, Access Provisioning, Incident Management, Change Management, and Problem Management • Experience with IT Customer-facing relationships, Solutions, architecture, channel partners, and third-party vendors • Excellent understanding of lifecycle management, Change Control, Change Management, Incident management, and overall ITIL Framework processes in line with SOP\'s and SLA\'s
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