richard scott service deliveryit operations manager inforesumekraftcom 2025550120 chicago illinois us linkedincomresumekraft professional summary itil v3 expert certified scrum master pmp trained irca certified iso 270012013 lead auditor 10 years experience service delivery operations manager spanning across big4 pharma media contact centre telecom bfsi industries experience assistant manager technology microsoft oct 2015 present operations service delivery responsible accountable delivery operations per agreed slas 99 business manage fms team 45 members align processes per itil guidelines project management developing scope around new project completion transitioning operations asset management 10000 assets accessories managed completed 4 physical inventory audits verify stock levels address discrepancies forecast future needs discovered 93 missing assets within 1 years span id management responsible pan india id management process end global gis team hr business information security lead spoc iso audits conducted external auditors lead auditor internal audits conducted biannually operations program manager google apr 2014 oct 2015 program manager accountable managing end end scope program working closely clients understand needs supervised performed human resource management functions 80 subordinates governance service delivery ensuring adherence sla agreed customer overall program mentoring coaching teams levels managing asset base 15000 across india project management spearhead critical projects like desktop laptop migration 700 users skills service level management infrastructure client relationship management people management strategy vendor management governance english french arabic german languages awards star performer microsoft consecutively rated 5 performance rating google education masters information management san jose state university aug 2011 may 2014 bachelors computer engineering northeastern university aug 2005 may 2009 courses