Jason Alexander
Durham
Summary
Results-driven Service Delivery Lead with expertise in performance metrics assessment, stakeholder communication, and project coordination. Committed to optimizing service operations and enhancing client satisfaction through best practices. Proficient in training development with a strong emphasis on performance improvement. Adept at creating training/process materials and facilitating sessions that enhance staff capabilities and align services with customer expectations.
Overview
25
25
years of professional experience
Work History
Service Delivery Lead
HCLTech
Cary
02.2025 - 02.2026
- Managed service delivery operations to ensure client satisfaction and timely support.
- Coordinated cross-team communication to drive project progress and resolve issues.
- Assessed service performance metrics to identify areas for improvement and optimization.
- Collaborated with stakeholders to align service offerings with customer expectations.
- Implemented best practices in service delivery to enhance operational efficiency.
- Participated in regular reviews of service delivery strategies and operational procedures.
- Compiled periodic reports on key performance indicators, including response time and customer satisfaction scores.
- Coordinated with stakeholders to define service level agreements and objectives for each project.
- Conducted regular meetings with direct reports to review progress on projects and tasks.
- Developed and Implemented Smartsheet worksheet creation, metric reporting, project tracking and data management.
Lead Change Manager
Verizon Business
Cary
04.2018 - 02.2025
- Developed and implemented an organizational change management strategy for the organization.
- Collaborated with senior leadership to develop a vision and plan for successful implementation of changes.
- Collaborated with cross-functional teams to develop change management strategies i.e. (eBonding)
- Worked through ServiceNow to update daily records, pull reporting and track inventory.
- Developed communication plans to keep stakeholders informed of changes throughout process.
- Monitored progress of the change initiative through regular meetings and check-ins with stakeholders.
- Facilitated training sessions for staff on new processes and technologies.
- Identified risks associated with implementing changes and formulated mitigation strategies.
- Identified success metrics and regularly reported on progress and gaps.
- Conducted post-implementation reviews to assess effectiveness of new initiatives.
Education
Bachelor of Arts - Psychology
Catholic University of America
Washington DC06-1998
Skills
- Service delivery management
- Smartsheet Development
- ServiceNow (Change, Inventory, Reporting)
- Service level agreement
- Performance metrics assessment
- Incident management
- Issue resolution
- Escalation management
- Change management strategy
- Project coordination
- Customer relationship management
- Stakeholder communication
- Training development
Affiliations
- Basketball (Collegiate Level) - 4 years
Accomplishments
- Performance Recognition - May, June 2025
Timeline
Service Delivery Lead
HCLTech
02.2025 - 02.2026
Lead Change Manager
Verizon Business
04.2018 - 02.2025
Bachelor of Arts - Psychology
Catholic University of America