Terry Woodlief

Service Delivery Manager

Newport, NC, 28570
Home Office (252) 773 0194
E-mail: terrypwoodlief@email.com
LinkedIn: linkedin.com/in/terrywoodlief
Summary: An expert service delivery manager with 15 years of experience in monitoring, measuring and
proactively reacting to Service Level Agreements. Motivated team leader with a strong delivery background
that can drive issues to closure and keep client relationships on track.
Open to travel or relocation for the right opportunity.

WORK EXPERTISE
IBM, Research Triangle Park, NC
10/2000 04/2014
Service Delivery Manager - Enterprise Application Support Hartford Insurance
12/2012 04/2014
Directed five team leads for a suite of 20 middleware applications for Enterprise Applications
Maintained and drove governance plans for software and security maintenance currency, problem and
change monitoring, new product evaluation, implementation, testing, and acceptance and integrations
Managed complex and leading edge Office Automation software upgrade with an 11-month project
timeline, including upgrades to infrastructure and software
Oversaw critical knowledge transfer for teams, process documents, control diagrams, and lessons
learned documentation prior to final acceptance in production status
Drove efforts to address performance issues encountered with Lync and SharePoint applications,
returning customer satisfaction to an acceptable level
Responded to disaster recovery audit findings for new design to minimized exposure to clients top
five financial processes
Service Delivery Manager Storage Ameriprise Financial
03/2011 11/2012
Managed storage support for a volatile service delivery tower with numerous customer satisfaction
issues
Drove engagement and escalation of IBM resources for required upgrades resulting in a dramatic
upswing in SLA achievement and Customer Satisfaction ratings moving back to acceptable levels
Identified lower acceptance percentages for client data allocation and prioritized procurement of
additional tape drives, increasing success rate from 85% to 95%
Built and managed a get-well action plan to address 12 findings from a highly visible executive
management Storage Assessment review, working with IBM and the client
Delivery Project Executive Dow Chemical Web Hosting Prolinx
10/2001 02/2011
Managed full deployment of new contract for service through project life cycle from building
infrastructure components to transition and decommission
Implemented and tested hardware and software to support new Prolinx resources and obtained client
signoff
Drove to closure the review and remediation of client-owned applications software failure after
vendor declared bankruptcy the second week of production, performing a full audit to confirm
completion
Generated and managed contract, hardware, and software tracker spreadsheets for the IBM Project
Office and account team

Led decommissioning for entire Dow Chemical Web Hosting account and end of contract, including
hardware, software, network, disaster recovery, and archived history for product and test
environments in RTP, NC and Boulder, CO

Project Manager GM Site

06/1999 09/2001
Oversaw all facets, related day-to-day problems, change and issue management activities, and
planning with the account, delivery, and Sitel Customer teams
Built and grew a strong client relationship with the customer and IBM Internal Project office
Led efforts to redeploy failed OS upgrade install which occurred prior to joining the account team,
succeeding on schedule with no issues
Received Customer Satisfaction rating of 104% of expectation, exceeding goal of 94%
ICI Paints Corporate Computing Center, Research Triangle Park, NC
09/1981 06/1999
Manager Technical Services
09/1994 06/1999
Managed a staff of 10 in a large mainframe environment
Developed and implemented overall strategic business plan by converting to a profit center base to
support NA businesses for end-to-end offering suite
Eliminated $200K in costs by implementing online software audit tool
Manager Operations Technical Services
05/1987 08/1994
Managed 7x24 operations for Production Services (scheduling, computer operations, automated
operations, facility monitoring, tape library, distribution, Help Desk, and Operations Analysis)
Built, maintained, and performed regular Disaster Recovery Plan
EDUCATION
Campbell College, Buies Creek, NC

1971 - 1972

Wake Technical College, Raleigh, NC

1973 - 1974

ITIL Foundation V2 Certified / Foundations

2004

Project Management Fundamentals

1999

WWPMM Jumpstart

2002

Financial Management for Project Managers

2004

Leadership in Project Team Environment

2001

Applied Project Management Fundamentals

2001

Contracting for Project Managers

2003

SKILLS AND EXPERTISE

Service Delivery
Request for Service Response
Project Management | Client Satisfaction
Profit & Loss Management
Managing Contract Deliverables
Single Point of Contact
Client Relationship Management