Jennifer Warren
Melbourne, Australia,VIC
Summary
Results driven Service Delivery Manager at Microsoft with a proven track record in enhancing customer satisfaction and optimizing service delivery processes. Excels in leadership, relationship management, communication and problem-solving skills. I successfully implemented ITIL best practices, leading to significant improvements in service quality and efficiency. Passionate about driving project success through cross-functional collaboration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Microsoft
ST KILDA (VIC), VIC
03.2019 - Current
- Managed customer expectations through consistent updates and clear communication.
- Coordinated service delivery processes among multiple teams and stakeholders to ensure efficiency.
- Developed and executed service improvement plans to enhance client satisfaction.
- Analyzed service performance metrics to pinpoint areas needing enhancement.
- Led cross-functional meetings to align service strategies with business objectives.
- Ensured SLA compliance and maintained service delivery quality standards.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Developed operational policies and procedures related to service delivery management.
- Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
- Managed risk and implemented mitigation strategies to minimize impact on service delivery.
- Implemented continuous improvement processes to reduce costs and improve service quality.
- Integration of CoPilot, GitHub & other AI components achieving faster time to value & enhanced code quality accelerating learning & readiness of developers
- Usage of ADO, User stories & technical backlog
Principal Project Manager
Microsoft Australia
Southbank, VIC
12.2011 - 02.2019
- Led cross-functional teams to execute strategic project plans effectively.
- Facilitated stakeholder meetings to align project objectives and deliverables.
- Developed comprehensive project timelines using Microsoft Project tools.
- Managed resource allocation to optimize team productivity and performance.
- Coordinated risk assessment processes to identify potential project challenges.
- Created detailed reports for stakeholders on the status of each project.
- Led post-project reviews to evaluate performance against established goals.
- Developed and managed project plans, budgets, schedules and scope to ensure successful completion of projects.
- Monitored project progress, identified potential risks and issues, and developed mitigation strategies.
- Initiated change control processes whenever modifications were required during the course of a project.
- Worked with account teams, partner & third party resources
- Oversaw budgets for project, tracked expenses, and timelines and communicated with key stakeholders on milestones.
- Led cross-functional teams in planning, executing, and finalizing projects according to strict deadlines and within budget.
Education
Prosci And Change Management
Prosci
Sydney, NSW01-2015
PRINCE2 - Practitioner
NA
01-2011
Masters Certificate - Project Management
George Washington University
Washington USA01-2001
Bachelor of Business - Computer Information Systems
Royal Melbourne Institute of Technology
Melbourne, VIC10-1997
Skills
- Relationship management
- Stakeholder communication
- Cross-functional collaboration
- Process improvement
- Risk mitigation
- Customer satisfaction
- Project implementation
- Service level agreement management
- Project management
- Change management
- Service delivery
- Risk assessment
Affiliations
- Dance & Culinary expertise
Certification
- Microsoft Azure Fundamentals - AZ 900
- Microsoft Azure AI Fundamentals - AI 900
Timeline
Service Delivery Manager
Microsoft
03.2019 - Current
Principal Project Manager
Microsoft Australia
12.2011 - 02.2019
Prosci And Change Management
Prosci
PRINCE2 - Practitioner
NA
Masters Certificate - Project Management
George Washington University
Bachelor of Business - Computer Information Systems
Royal Melbourne Institute of Technology
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