Open to opportunities

Kimberly Spears

@kimberlyspears

Message

I lead IT service delivery and digital transformation to streamline workflows and elevate customer experience.

United States

Message

What I'm looking for

I’m looking for a remote or hybrid opportunity to lead IT service delivery and continuous improvement—using automation, ServiceNow, and AI-assisted tools—to improve SLAs, reduce escalations, and enhance customer experience through practical process change.

I’m an operations and service delivery professional with more than 25 years supporting IT, telecommunications, and enterprise customer service organizations. I improve business processes, lead operational initiatives, and identify opportunities to streamline workflows through automation and digital solutions.

In my current role as Service Delivery Manager, I lead remote and global service delivery teams across multiple time zones, manage IT service operations using ServiceNow, Jira, CA Service Desk, and Genesys Cloud, and drive proactive SLA management. I planned and launched seven service desks, analyze operational data and KPI/SLA trends to uncover root causes, and partner with stakeholders to deliver continuous improvement—leveraging Microsoft Power Automate and AI-assisted tools to increase efficiency, improve documentation, and strengthen customer experience.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager I

Current

Stefanini Inc.

May 2018 - Present (8 years 2 months)

Lead remote and global service delivery teams for enterprise clients, improving service operations through process streamlining and best practices. Manage IT service operations using ServiceNow, Jira, CA Service Desk, and Genesys Cloud, and leverage Power Automate and AI-assisted tools to improve efficiency and service quality.

ServiceNow Jira Service Desk Genesys Cloud IT Service Management SLA Management Ticket Lifecycle Management Workforce Planning Performance Monitoring Root Cause Analysis Process Improvement Workflow Design Client Onboarding Power Automate Knowledge transfer

Senior Team Leader

Stefanini Group

Sep 2014 - May 2018 (3 years 8 months)

Led remote and on-site customer support teams, focusing on operational performance, employee development, and service excellence. Improved service delivery through process improvements, coaching, performance management, and workforce planning support.

Customer Support Operations Coaching Performance Management Process Improvement Workforce Planning operational performance

Sales Escalations Supervisor

Sprint Nextel

Operational leadership role at Sprint Nextel supporting enterprise customer readiness and service performance through escalation management.

Customer Operations Manager

Sprint Nextel

Customer operations leadership role at Sprint Nextel focused on coaching, mentoring, and leadership development to build high-performing teams.

Fulfillment Supervisor

Sprint Nextel

Fulfillment supervision role at Sprint Nextel contributing to operational efficiency through process standardization, workflow optimization, and continuous improvement.

Workforce Management Manager

Sprint Nextel

Workforce management leadership role at Sprint Nextel supporting workforce planning, forecasting, scheduling, and service performance to meet business objectives.