Genille McElvey
Cumming
Summary
Service Delivery Manager with extensive experience at HCL Tech, specializing in performance metrics and agile methodologies. Expertise in cross-functional collaboration and risk management, driving continuous improvement initiatives that enhance service quality and operational efficiency. Committed to leveraging ITIL best practices to innovate and elevate service delivery standards.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
HCL Tech
Atlanta
03.2023 - Current
- Monitoring performance metrics and KPIs to maximize participation in strategic planning initiatives related to improving overall service quality levels.
- Implemented agile methodologies and improved productivity and responsiveness to changing project requirements.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Developed strategies and policies for resource infrastructure and allocation.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Ensured compliance with relevant policies and procedures related to service delivery.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Implemented strategies for continuous improvement of services based on customer feedback data.
- Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
- Managed risk and implemented mitigation strategies to minimize impact on service delivery.
- Identified opportunities for improving operational efficiency through automation.
Technology Manager
State Farm Insurance Companies
Atlanta
06.2005 - 03.2023
- Managed and maintained IT infrastructure, including servers, networks, and security systems.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Recruited and developed new IT department team members.
- Negotiated with vendors to procure high-quality technical resources and services at competitive prices.
- Led cross-functional teams in the deployment of technical projects, ensuring timely and within-budget delivery.
- Met with users, vendors and technicians to determine computing requirements.
- Developed project metrics to follow system build-out progress.
- Monitored industry trends to identify opportunities for improving organizational efficiency through technology initiatives.
- Supervised implementation project designed to improve system productivity.
- Controlled operational IT budget and expenditures within department parameters.
- Collaborated with employees to evaluate new software performance and reach technical requirements.
- Provided mentoring, training, and leadership for all IT department members.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Administrative Services Manager/Operations Manager
State Farm Insurance Companies
Concordville
10.1993 - 06.2005
- Resolved customer inquiries and complaints in an efficient manner.
- Developed and implemented policies and procedures to improve administrative services operations.
- Collaborated closely with other departments to coordinate activities and maximize resources.
- Represented work unit at meetings or conferences to serve as liaison for requests or complaints.
- Negotiated and reviewed contracts, rates and terms with current facilities and suppliers.
- Supervised a team of administrative support staff; provided ongoing feedback on job performance.
- Planned and controlled budgets for contracts, equipment and supplies.
- Managed the daily operations of the department to ensure compliance with organizational goals.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Prepared monthly reports detailing accomplishments of the department's objectives.
- Oversaw the recruitment process for new hires within the department by screening resumes and interviewing candidates.
Education
Bachelor of Science - Business Administration And Marketing Management
Goldey Beacom College
Wilmington05-1993
Skills
- Service delivery management
- Performance metrics
- Agile methodologies
- ITIL best practices
- Risk management
- Cross-functional collaboration
- Process improvement
- Strategic planning
- Continuous improvement and innovation
- Project management
- Infrastructure automation
Certification
- ITIL v4 Certified
Timeline
Service Delivery Manager
HCL Tech
03.2023 - Current
Technology Manager
State Farm Insurance Companies
06.2005 - 03.2023
Administrative Services Manager/Operations Manager
State Farm Insurance Companies
10.1993 - 06.2005
Bachelor of Science - Business Administration And Marketing Management
Goldey Beacom College
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