service delivery manager resume examples

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Service Delivery Manager resume examples for 2024

Service delivery managers ensure customer satisfaction, operational excellence, team skill development, and financial contribution. They manage multiple teams, including server and storage teams, and establish and integrate life cycle management processes. They also manage the operations documentation management process, provide technical training, and project manage escalated customer issues. They maintain and ensure adherence to all contractual obligations, transition end-user support services, and establish highly valued customer relationships.

Service Delivery Manager resume example

How to format your service delivery manager resume:.

• Use the same job title on your resume as the one in the job application for the Service Delivery Manager role
• In your work experience section, highlight accomplishments rather than duties, such as completing Hardware Asset Management documentation, establishing SharePoint sites, or leading migrations to cloud platforms
• Follow the advice of recruiters and hiring managers to fit your Service Delivery Manager resume on one page, focusing on relevant achievements and skills

Choose from 10+ customizable service delivery manager resume templates

Choose from a variety of easy-to-use service delivery manager resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your service delivery manager resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Service Delivery Manager resume format and sections

1. add contact information to your service delivery manager resume.

Service Delivery Manager Resume Contact Information Example # 1

Dhruv Johnson

[email protected] | 333-111-2222 | www.linkedin.com/in/dhruv-johnson

2. Add relevant education to your service delivery manager resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Service Delivery Manager Education

Service Delivery Manager Resume Relevant Education Example # 1

Bachelor's Degree In Computer Science 2002 - 2005

New York University New York, NY

Service Delivery Manager Resume Relevant Education Example # 2

Bachelor's Degree In Business 1997 - 2000

Indiana Wesleyan University Marion, IN

3. Next, create a service delivery manager skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an service delivery manager resume

Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.

Cloud is a server that is accessed over the internet. There are different programs and software that also run on these servers. These clouds can be accessed from anywhere in the world as they are not present in your computer storage, but have their online servers. Cloud consists of data centers all across the world.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

SAN abbreviation for storage area network is a computer network that provides storage access.

Service Management is a customer-oriented approach to delivering information technology. Service Management focuses on providing a relationship with individual customers and adding value to customer assistance.

Top Skills for a Service Delivery Manager

• Service Delivery , 16.2%
• Project Management , 6.9%
• Cloud , 5.9%
• Customer Service , 5.9%
• Other Skills , 65.1%

4. List your service delivery manager experience

The most important part of any resume for a service delivery manager is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of service delivery managers" and "Managed a team of 6 service delivery managers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Mentored Mainframe Developers as computing paradigm shifted to MS Windows
• Managed projects as a member of the Mobility Network PMO.
• Led process improvements in alignment with PMO goals of delivery, consistency and efficiency.
• Executed SQL queries for backend testing when needed for any account changes.
• Coached team of up to 12 Managers responsible for managing Collection Center Operations, Applications, Infrastructure and Systems Technology.
• Supported 70+ Cloud clients generating more than $13M in annual revenue.
• Participated in Agile development process for Cloud provisioning portal.
• Improved services profitability, strengthened client infrastructure efficiency, managed client operations P&L plans and staffing ratios.
• Implemented the overall quality management plan that improved the quantitative performance and impact on overall program operations.
• Achieved high levels of customer satisfaction through collaboration with the Account Operation teams.
• Installed Suse Linux on Lenova workstations.
• Resolved conflicts pertaining to Internet, e-mail, phone, network related problems and customer billing issues.
• Supported PCB Designers as the interface with PCB Fabrication houses.
• Provided technical troubleshooting and knowledge-based support to Cisco customers.
• Acquired a thorough understanding of enterprise network architectures running TCP/IP.
• Incorporated configuration and determination of deposit fees so developed custom setup page as per NYU requirement.
• Automated deployment of desktop operating systems and re-imaging.
• Trained and assisted clients in completing digital video, graphics, and audio projects using Photoshop and Final Cut
• Performed hardware maintenance to support local users.
• Assisted teachers in class and answered students' questions on Microsoft Excel and PowerPoint.

5. Highlight service delivery manager certifications on your resume

Specific service delivery manager certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your service delivery manager resume:

• Project Management Professional (PMP)
• ITIL Foundation
• Six Sigma Green Belt
• Master Project Manager (MPM)
• Certified Manager Certification (CM)
• PMI Risk Management Professional (PMI)
• Management Consultant Professional (MCP)

6. Finally, add an service delivery manager resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your service delivery manager resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

And if you're looking for a Service Delivery Manager job, here are five employers hiring now:

• Capgemini Jobs (74)
• Unisys Jobs (83)
• Accenture Jobs (109)
• Microsoft Jobs (76)
• AT&T Jobs (65)

Common service delivery manager resume skills

• Service Delivery
• Project Management
• Customer Service
• Customer Satisfaction
• Client Facing
• Infrastructure
• Continuous Improvement
• Service Management
• Technical Support
• Level Agreements
• Client Satisfaction
• Digital Transformation
• Process Improvement
• Service Desk
• Incident Management
• Client Relationships
• Performance Management
• Problem Management
• Contractual Obligations
• Direct Reports
• Asset Management
• Problem Resolution
• Employee Development
• Cycle Management
• Customer Expectations
• Vendor Management
• Shared Services
• Client Expectations
• Customer Relationships
• Performance Reviews
• Management Process
• Customer Issues

Service Delivery Manager Jobs

Links to help optimize your service delivery manager resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Service Delivery Manager Resume Samples

Service Delivery Managers are involved in overseeing the delivery service technology of the company. The main duty of this manager is to establish policies to ensure consistent high-quality delivery performance. Other duties typically mentioned on Service Delivery Manager Resume include – taking part in policy formulation, taking charge of delivery service planning, ensuring effective implementation of policies, assisting in hiring and training process, preparing periodical reports , making recommendation for technological changes, collecting data about client response or complaints or satisfaction, and attending seminars to improve service delivery process and procedures.

Employers normally expect the applicants to possess the following qualifications – highly innovative, planning and business acumen; communication and leadership abilities. The Service Delivery Managers are also expected to have complete knowledge of various service delivery process, and be able to identify business opportunities. A degree in the relevant field or a professional certification pertaining to the job role, are commonly listed on the resumes for this post.

• Resume Samples
• Service Delivery Manager

Senior Service Delivery Manager Resume

Summary : Champions the support Service Delivery in projects, developing a strong understanding of projects impacting on support services and ensure the impact is minimized. Ensured that appropriate and up to date controls, processes, documentation, and procedures are in place and followed. To aggressively pursue a career, that allows to utilize the experience and provide an opportunity for advancement through learning and mastering new skills and enhancing the existing skills.

Skills : Microsoft Office, General Management, Operations Management, Sales, Government Relations, Business Acumen

Description :

• Coordinated all activities on behalf of the client ensuring a seamless single point of contact for all services requiring immediate support were met Ensured all processes and procedures were kept up-to-date and accurately reflected customer environments and requirements.
• Liaise with all internal service delivery teams to ensure a consistently high level of service. Ensured the client's leadership was notified as soon as possible of any possible disruption to services provided by Orange, Virtela, SAVVIS, Integralis, AT&T, Quest and Carousel under the outsourcing agreement.
• Served as the primary escalation point to the Global Service Desk for the USA region for any issues or points of direction.
• Assisted international regions with any issues related to incidents and support by the Global Service Desk. Assisted with the management of the P&L for the outsourcing agreement for Desktop, Network and Server Support and saw to overachieve KPI's in regards to profitability without impacting other SLA's.
• Managed and drove all services through the adoption and implementation of ITIL processes and procedures.
• Minimized risk to both end-users and the client. Assisted the client's execution of their IT strategy through the implementation of continuous improvements that align with the needs of the client's business.
• Assisted the client's IT executives and other senior management as appropriate in their planning activities as required.

Western Service Delivery Manager Resume

Summary : Western Service Delivery Manager with an in-depth understanding of project and program management processes, practices and lifecycles - including Agile and Waterfall. Possessing outstanding leadership, people and communication skills. Influential and confident, inspires a diverse team, building strong relationships and communicating technical information effectively to non-technical colleagues.

Skills : Microsoft Office, Packet Analysis, Information Security, Information Technology, Management.

• Responsible for global claims operations for Private Risk Services. Managing relationships with operational client personnel - those directly involved with the client's presence.
• Responsible for building a portfolio, driving revenues within the assigned account scope by being the owner of the entire Opportunity Management cycle.
• Identifying business opportunities, selling concepts to the client where required and influencing the client to give additional business based on demonstrated capability and past performance.
• Conduct research as well as competitor analysis, as well as conducting client presentations, estimation efforts and proposals and negotiations.
• Assuring the client of the commitment and driving the delivery process by working collaboratively with the Delivery Managers in the Business Unit.
• Create value and differentiated propositions/ solutions in response to RFIs/ RFPs. Do client presentations, due diligence and transitioning activities in new engagements Translate business and system needs into technical system solutions.
• Manage a portfolio of accounts to meet agreed revenue targets. Provide necessary input for building future alliances with relevant product vendors Account Planning and Governance.

Project Manager/ Service Delivery Manager Resume

Summary : Forward-thinking trusted Project Manager/ Service Delivery Manager with extensive project and program management experience, including a background in creating project/program structure and developing practices. Exceptional ability to facilitate alignment across internal and external stakeholders. Background in information technology, telephony, and higher education fields. Accountability for managing Delivery in multiple customer accounts, PMs, programs, and projects.

Skills : Mac OS X, Servers, Microsoft Office, Broadsing, Customer Relationship Management, Tactical Planning

• Lead day to day Aruba wireless program at Microsoft from project work to operational investigations.
• Head of the internal Project Management Office, including managing contract PMs.
• Work cooperatively with the Aruba Client Director to turn the account strategy into executable tactics that satisfy the client and grow the account.
• Successfully managed 3rd part vendors as subcontractors on the project. Single point of contact for Microsoft IT Engineering, Project Management, Implementation on Aruba resources, and coordinate them on efforts ranging from OS release paths to day-to-day operations work.
• From the ground up, created a simple and nimble project process used to implement full upgrades or redesigns of the buildings WLAN system, including templates, deliverables, and documentation - Spearheaded strategic communication pathways.
• Implemented simple and clear weekly written communications to accurately report on the status and quantify the day to day operational work resident engineers provide.
• Executed seven-building upgrades to 802.11AC standard over a five-month period, from Define to Close; Managed the PMO for an additional 35 upgrades during a six month period on budget and to complete customer specifications - Familiar with WLAN terminology, technology, standards, and equipment of enterprise 802.11 wireless networks such as controllers and access points, as well as implementation process.

Technology Service Delivery Manager Resume

Summary : Technology Service Delivery Manager with over eight years of industry experience with strong Analysis, Designing, Development and Project Management skills (PMP certified) from inception to completion. ITIL certified professional with a very good understanding of ITIL processes and frameworks. As a Service Delivery Manager performed detailed root cause analysis (RCAs), created/updated knowledge bases, worked on improving incident/problem MTTR, tracked all issues to closure during and post-warranty period

Skills : ServiceNow, ITIL, Project Management, Program Management, Cross-Functional Coordination.

• Responsible for managing and providing production support for ITSM/ESC applications (hosted on Service Now), ITSC application and its integrating DataPower application in a 24x7 model Provide Strategic and Architectural guidance and work in an agile model for all applications which are design/build by the development team.
• Responsible for planning, estimating, designing and leading the end to end support effort Determining detail root cause analysis (RCAs) for all issues and updating knowledge bases to further improve MTTR, working with process/development teams to ensure all identified issues are tracked to closure.
• Leading the ServiceNow version upgrade efforts Responsible for managing the infrastructure components for all applications across all the environments (dev, test, prod) Managing the code and SSL certificate base for all support applications under the program.
• Responsible for the incident, problem, knowledge, change and release management of all the applications Managing and guiding a team of onsite/offshore resources in their day to day production support (incident/problem) and change/release management activities Providing technical solutions to the issues faced by the development/production support team.
• Providing regular updates to all stakeholders on project status, issues and risks Working across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition, and Service Operations.
• Deliver critical transaction forecasts to outsource vendor for capacity planning
• Readiness planning across all reliant support teams to ensure successful transaction processing

Service Delivery Manager I Resume

Summary : Solutions-focused, collaborative Service Delivery Manager I, with experience in managing end-to-end large wireless network projects in GSM, UMTS, CDMA, 1xRTT and LTE, delivering product support to large telecommunication customers domestically and in Europe. Successfully leads projects deployed in multi-vendor / multi-technology environments utilizing the Software Development Life Cycle (SDLC) project management methodology.

Skills : Microsoft Word, Microsoft Outlook, Excel, PowerPoint, Captiva, Power Image, Corporate Workflow, Unified Desktop, Omni.

• Responsible for providing a portfolio of IT, software, and technology services that meet the needs of clients.
• Also in charge of ensuring that the services delivered for advanced technologies and solutions were done with a professional, honest and personalized approach to service delivery.
• Directly responsible for the management and maintenance of Cloud (SaaS) software enterprise environments via various ticket trackings systems such as Salesforce, JIRA, Opsmart, PeopleSoft and SharePoint.
• Lead project management team on several multi-million dollar onboarding migration projects for Blackboard software upgrades and cutover installations to the Cloud or within the company's hosted datacenters.
• Performed regular system audits & analysis for infrastructure scalability, optimal performance, and growth per ITIL Standards.
• Maintained a 99.99% SLA stability and high performance for applications via UNIX, Windows, and ORACLE, MS SQL while using PL/SQL and SQLPLUS to develop quires and generate reports.
• Required to develop, design and maintain both client-facing and internally distributed documents and reports Also required to provide training to both internal and external stakeholders on subject matter topics and projects.

Customer Service Delivery Manager Resume

Summary : Results-driven and highly motivated Customer Service Delivery Manager with 11+ years' progressively responsible experience in IT Help Desk Management. Proven track record of maintaining, analyzing, and troubleshooting computers and peripherals. Known for finding the root cause to provide permanent resolution of problems. Effectively managed staff including recruitment, mentoring, training, objective setting and performance assessment.

Skills : Team Building, Proven Ability To Lead Technical Projects From Concept Through Completion, Experience Managing Technical Support And Customer Service Staff, ITIL.

• Ensure that service levels are achieved in line with contracts and that customers' expectations are met or exceeded.
• The ultimate responsibility for ownership of all customer's incidents or logged service requests; Track the incidents to a conclusion in line with SLAs and quality standards;
• Manage critical customer incidents, associated with customer communication, activities and any appropriate escalations; Provide information about incidents analysis and KPIs.
• Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality, and processes; Provide management and performance reports.
• Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems.
• Ensure that practices and processes exist and when it is possible are standardized and repeatable.
• Ensure that these ones are continually improving and produce business cases to support team activities. Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers.

Sr. Service Delivery Manager Resume

Summary : Sr. Service Delivery Manager possessing excellent interpersonal, communication & organizational skills with proven expertise in team management, client relationship management, and effective crisis management. Ensured that new services were delivered as per defined levels of quality, time and within budget, as per project plan and project governance guidelines. Championed the timely delivery, augmentation, and migration of voice circuits towards Indian & International Operators

Skills : Microsoft Office, Tactical Planning, Project Management, Program Management, Cross-Functional Coordination.

• Dedicated subject matter expert and training specialist for National and Major Accounts Client Service teams comprised of 350 employees.
• Consultant and Service Delivery Manager to 3 business departments. Worked with internal technical support, various production departments, and additional Service centers.
• Developed relationships and coordinated communication flow with Fortune 500 clients, medical vendors, universities, and internal HRIS Active / Payroll representatives.
• Managed client relationships and COBRA accounts by conducting regular calls, client visits, monitoring and escalating risks as necessary and soliciting client feedback to ensure quality service.
• Proactively created and implemented the Comprehensive and Re-Rate Annual Enrollment process for 120 National COBRA Accounts.
• Developed the training curriculum, aids, and materials to instruct benefit account specialists in client service; helped to promote awareness of roles and responsibilities for every specialist while assisting then to deliver service excellence.
• Participated in an analysis discussion to ensure the provision requirements match the technical specification for the client's ongoing delivery of quality service. Provided individual learning opportunities consisting of knowledge, skills, and tools to deliver quality service.

IT Service Delivery Manager Resume

Summary : IT Service Delivery Manager with comprehensive experience developing and supporting successful IT projects and solutions, incorporating a wide range of applications and technologies. Consistently recognized for improving organizational effectiveness and efficiency through creative problem-solving skills. Demonstrated success leading teams that align business processes and IT infrastructure to realize cost savings, accelerate performance, and sustain strategic flexibility for the organization.

Skills : Analytics and Reporting, Business Relationship Management, Asset Management, Incident, Problem, and Change Management, Disaster Recovery Planning and Execution

• Drove delivery and execution from transition-state to steady-state support from Account Team perspective.
• Worked to introduce IBM processes and procedures to a new customer as we moved into the steady-state support model with the global delivery teams.
• Collaborated directly with the customer, receiving requirements for new and existing services.
• Managed service delivery for various towers including, Wintel, Unix, VMware, Citrix, Distributed Database, Middleware, Security, Compliance, and Administrative processes, implementing processes into the existing customer environment.
• Oversaw tower-specific incident and change management requests, integrating incident and change processes into customer-owned processes, providing for improved efficiencies in handling of incident and change tickets.
• Performed administrative tasks required for the customer, IBM Project Office, IBM Project Executive, and IBM Delivery Project Executive, using Microsoft Office, providing data and reports, clarifying account standing in meeting service-level agreements and saving thousands of dollars in potential SLA penalties.
• Created and maintained server inventory using corporate inventory tool, assisting with movement from old inventory to new inventory tool in 2013, maintaining a population of 4,000 servers for 2 supported accounts.
• Oversaw completion of inventory data, the increasing percentage from 58% to 100% during 2015.

Information Technology Service Delivery Manager Resume

Summary : Maintains high performing service support between the customer and the organization. Works as a responsible individual contributor. Building and maintaining customer relationships, ensuring quality services are delivered within the agreed SLA. Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes and establishing service improvement activities when required.

Skills : Analytics And Reporting, Business Relationship Management, Asset Management, Incident, Problem, And Change Management, Disaster Recovery Planning And Execution, Configuration Management, Team Building And Leadership, Technical And Managerial Communications, Microsoft Office.

• Results-driven IT manager with extensive experience in technology services delivery, process review, and continuous improvement to meet service level agreements and objectives while adapting to ever-changing business requirements of the client.
• Managed delivery of managed network services, including Incident, Problem, and Change Management Processes, and Service Level Agreements.
• Focus on delivering quality service and client satisfaction in complex environments.
• Reduced controllable unplanned infrastructure outages by more than 80% (from 18 per month average to 3.3 per month average) over a 4-year span using a 3-pronged approach to service improvement by analyzing root cause data, identifying gaps in process, education, and training, and implementing corrective actions.
• Merged multiple sources of asset management data into a single database, integrating within the ticketing system to allow correlative reporting of issue and change-related events on a per device basis.
• Added benefits included patch and reboot schedule management. Managed service level agreement (SLA) metrics for various multi-million dollar infrastructure support contracts and lead teams to improve performance by establishing weekly internal and client-facing status and issue meetings on a team-by-team basis, as required.
• Supported disaster recovery planning and exercises from both managerial and technical standpoints.

Lead Service Delivery Manager Resume

Summary : Lead Service Delivery Manager with 11+ years of experience working for large, multi-site corporate employers in a centralized IT environment. Strong skills in IT service delivery, problem-solving, and customer relationship management to ensure an excellent end-user IT experience. Strengths include being results-oriented with solid communications and people skills, relationship building, technical prowess, ITIL best practices, IT cost management, IT operations & infrastructure along with the ability to adapt to change.

Skills : Analytics And Reporting, Business Relationship Management, Asset Management, Incident, Problem, And Change Management

• Responsible for all IT Service Delivery and production support to BAE System's Platform Solutions sector with 4,500 employees at 5 sites, managing a $20M IT budget.
• Implemented and managed multiple infrastructure environments for Oracle E-Business Suite which supported multiple sector businesses and organizations.
• Established an Oracle E-Business production support environment for 24x7 engineering and manufacturing environment maintaining a 99.9% uptime SLA.
• Managed a virtual and diverse team of 62 IT staff at 5 locations across the US with skills in database administration, programming, networking, server administration, data center management, security, PC desktop support, and helpdesk operations.
• Developed extensive processes and procedures to significantly reduce downtime during system upgrades and maintenance periods along with implementing monitoring tools and techniques in support of production systems.
• Led sector IT team in acceptance of corporate enterprise IT vision and strategy resulting in a unified team and streamlined IT processes.
• Drove process change in desktop services, help desk, database support, production system support resulting in streamlined processes and automation to reduce staffing needs, increasing availability and system uptime.
• Implemented DR fail-over site for critical business systems including Oracle ERP and Engineering PDM systems.

Summary : Results-driven Sr. Service Delivery Manager with over 10 years of progressive management experience leading and managing the complexities and challenges of diverse high-level project initiatives; a direct and decisive professional, with the cross-functional management skills to manage the execution of core operational, financial, business development, and administrative functions for international clients (English & Spanish) to drive overall bottom-line performance.

Skills : Disaster Recovery Planning And Execution, Configuration Management, Team Building And Leadership, Technical And Managerial Communications, Microsoft Office

• Provided and coordinated work projects with On-going Clients in implementing client-specific plan designs in conjunction with the capacity and functionality of Health & Welfare Service Engine Automation Systems.
• Analyzed Client needs and formulated those needs into the project plan then identified issues modification, resolutions to keep work on schedule.
• Provide efficient work by identifying potential systematic problems that impede client satisfaction such as validation errors and systemic errors in a timely manner.
• Chair weekly client meetings in solving potential client issues.
• Forecast potential benefits, problems, and trends to clients and associates to keep team quality goals in world-class initiates.
• Train clients in the implementation of ADP Products such as Enterprise Payroll/HR Platforms as the source data system and Health / Welfare Service Engine and promote strategies that would drive to cost savings and efficiency.
• Dealt directly with clients and internal departments to resolve all issues and initiated corrective actions designed to meet/exceed business objectives while maintaining high customer service quality ratings (7 client scores of 100) Responsible for assisting and training ADP Associates in resolving client and systematic issues.

Service Delivery Manager III Resume

Summary : A results-oriented Service Delivery Manager III who is seeking a position offering opportunities for new professional and personal challenges. A self-starter who is driven to learn, improve and succeed. Talented at managing dynamic and cross-functional teams. Proactive in resolving issues with exceptional organizational and communication skills. Works closely with the project management teams, operational teams for the successful completion of the projects.

Skills : Unix, Linux, Service Delivery, Autosys, IT Security, Windows, SQL, Shell Scripting, Unified Desktop, Omni.

• Providing database management and 24x7 support for 100s of databases ranging in size from several GB to multi-terabyte OLTP and DSS systems varying from Oracle 7 to 11g, SQL Server 2005/2008 on Unix/AIX/Linux/Wintel, in production/development/test environments.
• Responsible for meeting Service Quality, Service Level Agreements, planning for growth, overseeing Incident/Problem and Change management, project management, proactive monitoring, process enforcement, process improvement, resource management, security standards.
• Managing DBA teams in offshore delivery centers, leading them and providing oversight in day to day operational issues.
• Work with cross-functional support teams for the platform, storage, backup, networking, etc. for solution design, implementation, troubleshooting of operational issues, incidents, etc.
• Manage deployments involving new build planning, architecting physical/logical database design, SAN storage architecture, Oracle software installation, creation/configuration of databases, Net8 configuration, schema build, database security, backup solutions, monitoring solutions, HA solutions and Disaster Recovery solutions.
• Administration activities include responding to alerts/trouble tickets, managing database capacity, backups/recovery, performance, tuning, patching, upgrades, quarterly CPUs, security patches, cloning.
• Perform one on one weekly coaching session with tier one staff directly relating to improving the quality of our delivered services.

Service Delivery Manager/Executive Resume

Headline : Service Delivery Manager/Executive with comprehensive experience developing and supporting successful IT projects and solutions, incorporating a wide range of applications and technologies. Consistently recognized for improving organizational effectiveness and efficiency through creative problem-solving skills. Demonstrated success leading teams that align business processes and IT infrastructure to realize cost savings, accelerate performance, and sustain strategic flexibility for the organization.

Skills : Customer Relationship Management, Tactical Planning, Project Management, Program Management, Cross-Functional Coordination.

• Managed service delivery team resources to meet obligations, metrics, and SLAs in contracts across full-range of required functions, including incident, problem, change, controls, reports, service request, and production processing.
• Also responsible for the team onboarding and training, and ensuring coverage as required.
• Monitored individual performance and provide guidance, training, development and escalations support.
• Increased individual productivity by 50% and decreased duplication of efforts among team members working on some issues, diverting focus to other critical issues, by creating 'Daily Tasks & Duties Schedule' with the team providing structure and direction for day-to-day operational support of the business.
• Revised Escalation Support Procedures, exceeding SLA for critical client needs that operated 24/7/365.
• Negotiated support process allowing the client to have basic operational support 24/7/365, including direct contact with the leadership team in event of system issue after business hours, as well as provide minimal file/system monitoring/ support on weekends and holidays.
• Analyzed risks related to monthly system maintenance, changes needed/ scheduled for a production environment, removal of services no longer required and installation of new services, fixes, patches, upgrades as needed or suggested by UNIX team or Network Services.

Service Delivery Manager/IT Manager Resume

Summary : Innovative, energetic Service Delivery Manager/IT Manager with extensive financial and business experience. A proven track record for reducing operating expenses and increasing organizational efficiency and effectiveness. Skilled at defining strategic and operational objectives with executive management and executing the objectives organizationally. Ability to manage various sized projects employing SDLC methodologies.

Skills : Six Sigma Green Belt, Lean Six Sigma, ITIL, Customer Relationship Management.

• Manage resource allocation and staffing requirements, which includes training, mentorship, performance reviews, and rewards and recognition Build and maintain positive work relationships with managers and employees to guarantee seamless delivery of outsourced services.
• Keenly track and handle XL Catlin's satisfaction with outsourced services vendor.
• Directed numerous multidisciplinary teams in developing and delivering several global projects.
• Built trust relationship with chief information officers and senior vice presidents; and presided over monthly reviews on availability management along with bi-weekly discussions on the incident, problem, demand, and capacity management.
• Led a highly dedicated team in innovating and delivering CSI and financial savings to the client, including automation and shift-left strategies Developed effective partnership with Delivery Management Team in India, Mexico, United Kingdom, and the United States-based delivery centers that led to significant improvement in communications and collaboration for end-to-end global support across service delivery centers.
• Established a reputation for continuously meeting and surpassing contractual service-level agreements.
• Initiated efforts in implementing the problem management program that drove stability within the enterprise.

Service Delivery Manager/Technical Service Manager Resume

Summary : A highly skilled, goal-oriented Service Delivery Manager/Technical Service Manager offering over 12 years of Fortune 500 account management. As a primary point of contact with C-Level executives, interactions include technical/operation support, incident management, business development, and the ability to successfully create strong internal and external partnerships to increase overall customer confidence and trust.

Skills : Salesforce, CRM, Technical Writing, Cloud Computing,.

• Increased monthly usage on Cloud Service Customers by over 50% through pristine onboarding, customer architecture optimal design and business needs review.
• Within the first 12 months, reduced mean time to repair intervals by 33% on high severity incidents creating faster incident notifications and being a primary point of contact during escalations and after business hours.
• Consistently receive customer satisfaction score greater than 90% on all customers exceeding $500k or more of billing.
• Improved Net Promoter Score (measures the willingness of customers to recommend a company's products or services) by 20%.
• Created and managed an email marketing campaign to over 1,000 employees/customers, generating over 71% response with positive communications promoting interaction between Verizon and customers.
• Streamlined entire customer on-boarding experience reducing implementation process times by 12%.
• Reviewed customer's business objectives, proactively engaging with them in an operational relationship facilitating improvements to operational processes and procedures and adopting industry best practices.
• Worked and managed a cross-functional team project which facilitated sharing of critical data encouraging transparency between operations, client services, and customers.

Service Delivery Manager/Technical Manager Resume

Summary : Dynamic and aggressive, well organized Service Delivery Manager/Technical Manager with 7 years of management experience and technical experience supporting onsite and remote end-users, from desktop to the server. Motivated by assignments of increased responsibility, technical leadership, skills and ability. Record of success in attaining and maintaining 98% customer satisfaction rating. Adept at simultaneously coordinating multiple tasks to a successful conclusion.

Skills : Customer Relationships / Support, Product Configuration, QA, Project Management, New Product Implementation, Performance Measurements, ITIL.

• Successfully manage multiple, competing for cross-functional projects simultaneously through to completion.
• Develop and maintain resource capacity plans that help determines resource constraints while working in collaboration with management to avoid project bottlenecks.
• Partner with Engineering and Product Management to finalize the details of the release schedule and work with the operations staff to proactively identify maintenance windows and resources.
• Serve in an internal consultant role within the technology and business groups tasked with re-engineering technical processes to drive increased efficiency.
• Provide hands-on project management leadership during the analysis, design, development, testing, implementation and post-implementation phases of new customer environments.
• Lead the project planning process, prioritizing the work needing to be completed against the capacity and capability of the project team.
• Effectively delivered projects and products using the appropriate agile project management methodology, learning, and iterating frequency to obtain the desired outcome.
• Maintain accountability for the management of multiple IT Projects tasked with increasing operational efficiencies and focused on achieving strategic organizational objectives.

Associate Service Delivery Manager Resume

Headline : Experienced Associate Service Delivery Manager with success at reducing project costs through increased efficiency. Adept at managing multiple concurrent projects, building client relationships and increasing customer satisfaction. Proficient in collaborating with cross-functional teams empowering them to succeed in delivering projects on-time. Excellent communication and leadership skills combined with a broad range of expertise in project management and implementing software solutions.

Skills : Unix, Linux, Service Delivery, Autosys, IT Security, Windows, SQL, Shell Scripting.

• Served as the primary contact for multiple infrastructures managed services clients across the Healthcare, Insurance and Retail space with annual revenues ranging from $450K to $10M.
• Ensured timely delivery of services spanning open systems, mainframe, midrange, network, storage, and virtual enterprise-level infrastructure services.
• Engaged with client stakeholders to ensure the attainment of customer expectations, requirements, and client service metrics.
• Managed delivery of enterprise-level infrastructure services to clients with open systems, mainframe, and midrange servers in 7 data centers globally across US, Europe, and Asia.
• Established all processes from the ground up to enhance interfacing and communication capabilities between business units and Wipro; improved transparency of client expectations and timelines.
• Migrated racks of servers and mainframe into facilities for a client under accelerated timeframe while coordinating data center, project management, network and hardware resources.
• Assumed oversight of deteriorating accounts due to poor service delivery; reestablished productive relationship over 6 months saving client valued at over $800K annually.
• Organized the transition of new accounts into a leveraged environment.

Summary : An acknowledged trouble-shooter with proven capability in resolving process flaws & customer delivery issues within minimum turnaround time. Seeking a demanding position with a solid, growing organization that requires high standards, innovative thinking, problem-solving ability, encourages further upgrade training, professional achievement and rewards according to merit.

Skills : Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Powerpoint, WAN, Telecommunications, Expense Reporting, Enterprise Software.

• Managed sales support & service strategies across various internal channels to drive wholesale revenue growth from key accounts.
• Promoted Verizon's service excellence by exceeding customer service order expectations and ensuring customer confidence in Verizon's on-time delivery.
• Led and coordinated service delivery solutions to achieve year-over-year product and revenue growth with significant gross margin contributions on multiple accounts.
• Managed project expectations, coordinated product enhancements and held accountable for consistently meeting the customer delivery deadlines.
• Facilitated monthly metric reporting and service reviews with the customer and internal executives, highlighting provisioning and service assurance performance.
• Drove improvements within the customer experience by resolving customer billing and collection issues and managing post-sale service escalations and proactive action with Verizon's internal partnerships.
• Assisted with the automation of back-office processes through auto-reports and web tool access resulting in improved efficiency and more customer-facing activity.
• Subject Matter Expert for MPLS, Data Center, Voice Solutions, Managed Services, and Enterprise CPE.

Summary : Results-focused Technology Service Delivery Manager for organizations ranging from start-ups to multi-national corporations in diverse industries and market segments. Extraordinary cross-functional management background and documented record of increased revenue, operating income and customer service levels. Serve as a catalyst for positive change and provide leadership based on a win/win philosophy and respect for the individual, infusing organizations with customer-centric policies and service as a top priority.

Skills : Project Management, IT Management, Operations Management, Process Improvement, Program Management, Account Management, End User Services, End User Support, Managed Services, Contract Management, P&L Management.

• Tasked with managing a 25 person staff at 6 customer locations throughout the United States.
• Responsible for service delivery in desktop support, network and server administration, project management, database administration, and data storage solutions.
• Established service level agreements (SLA), policies, standards, and reporting metrics to measure operational effectiveness and implemented solutions for eliminating deficiencies.
• Designed and led implementation and control efforts for Pfizer's North American Remote Management Solution.
• Coordinated and directed cross-organizational teams in defining and supporting business improvement strategies to provide maximum reliability and customer service.
• Developed and implemented a cross-training program for all Network Operations Center team members.
• The program resulted in the elimination of scheduled overtime and annual cost savings of over $300 thousand dollars.

Summary : A versatile Service Delivery Manager with over 20 years of diverse experience in ITES, ITSM, maintaining a multi-platform, multi-vendor, multi-stakeholder & multi-location computing infrastructure entailing incident, problem, escalation, availability & continuity management in a 24*7 IT environment. Astute organizer, motivator, leader and team player with an established record of success in developing operational strategies. 

Skills : Management, Service Delivery, Customer Service Skills, Account Management, Computer Skills, IT Service Management, Performance Management, Sales & Marketing.

• Oversaw task delegation and performance management for 23 direct reports, as well as handling customer satisfaction metrics and team budget.
• Negotiated and managed contracts, led customer meetings complete with specialized reports on performance metrics, and conducted performance reviews and year-end appraisals.
• Addressed and resolved customer escalations and complaints and collaborated closely with the marketing team securing new and expanded business.
• Maintained low overtime expenses through modification of resource scheduling, as well as providing additional training.
• Presided over-optimized customer satisfaction levels through the development of specific communication guidelines including management escalation process engaging customer at the close of the service call, as well as enhancing overall customer communication.
• Reduced expenses 20% facilitating achievement of a budget challenge by revamping out of town training schedules for employees decreasing travel expenses and modification of team meeting process reducing travel.
• Secured multi-year $25M contract renewal with the large financial customers by communicating value-added portfolio vs. cost, as well as mitigating risk for customer vs.

Table of Contents

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• Service Delivery Manager

5 Amazing service delivery manager Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, service delivery manager: resume samples & writing guide, employment history.

• Ensure compliance with service delivery policies and procedures
• Coordinate with other teams to ensure successful service delivery
• Monitor and analyze service delivery performance
• Manage customer relationships and ensure customer satisfaction
• Analyze customer feedback and take corrective action
• Develop and manage service delivery budgets
• Develop and maintain service delivery documentation
• Monitor service delivery trends and identify opportunities for improvement

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Evan Taylor

• Manage service delivery teams and resources
• Monitor and report on service delivery KPIs
• Develop and implement service delivery strategies and procedures
• Oversee the development and maintenance of service level agreements
• Identify and resolve service delivery issues

Quentin Roberts

Nathan young.

• Develop and implement service improvement initiatives

Jonathan Gray

Professional summary.

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

service delivery manager Job Descriptions; Explained

If you're applying for an service delivery manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

service delivery manager

•  Monitor and manage all facets of the strategy Managed Printing Services (MPS) or other services at the client’s location, as contracted.
• Optimize fleet management.
• Involve the necessary resources to provide preventive and corrective maintenance to ensure compliance with the service level agreements.
• Follow up on the expiration of the lease of assets and / or the projected termination dates of services.
• provide metrics and trends to inform the Sales Team in order to support the Annual Customer Strategy and the Quarterly Review process.
• Analyze the use of the Services and Technology to ensure that the capabilities meet the requirements of their actual use.
• complete the end of month closing and other necessary accounting functions.
• Handle multiple projects and drive improvements
• Launch new workflows by planning end to end operations
• Responsible for the team to meet SLA
• Manage the collection of periodic meter readings, including review and validation.
• Responsible for managing service operations for Delhi.
• Responsible for getting desired results from Vendors to ensure highest level of customer satisfaction in minimal cost.
• Act a Single point of contact for all the Sales Channel partner for the assigned territory.
• Motivate the team of Vendors through Weekly Morning meetings.
• Responsible for overall project process improvements and quality control in order to always attain best quality deliverable.
• Enhance overall delivery framework by streamlining project methodologies.
• Focus on new areas of growth which will benefit both EA and customers.
• Responsible for setting up performance measures for all team members.
• Conducted internal audit on project and successfully completed high priority tasks. 
• Implementation of  batch mechanism, setting up automation processes, creating one more layer of testing which also includes test cases creation and execution by team members and currently looking into project related documentation work. 
• Delivering service that meets SLA and delivers high customer satisfaction 
• Facilitate communications between different teams where needed for special circumstances, customer problems, and high- visibility service items. 
• Reports the project status, risks and issues and the corresponding plans for mitigation and resolution to the Onshore Project Manager
• Ensure that the project deliverables are completed on time, with good quality and within budget, and that the overall project time line is met. 
• Resolves issues and conflicts within the project. Escalates any issues or conflicts that cannot be resolved at the Mapping PM level and present options or recommendations. 
• Spearheads project reviews, root cause analysis sessions and defect prevention meetings. 
• Define the project tasks, estimates the effort and resource requirements and lay out the detailed project workplan for analysis, development, QA and map integration. 

service delivery manager Job Skills

For an service delivery manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Network Security
• Cloud Computing
• Network Administration
• System Administration
• IT Service Management
• Data Security
• Virtualization
• IT Infrastructure
• Data Storage
• Cyber Security
• System Design
• System Integration
• Software Development
• Software Testing
• Troubleshooting
• Systems Analysis
• Data Mining
• Web Development
• Programming
• Network Design

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your service delivery manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Leonard Hawkins

Include your contact information and job descriptions, missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your service delivery manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Leonard Davis

• Identify and reslove service delivery issues
• Develop and maintaine service delivery documentation
• Develop and manag service delivery budgets
• Develp and implement service delivry stragies and procedurs
• Ensure complince with service delivry policys and procedurs
• Maintain service delivery documentaion
• Co-ordinate with other teams to ensuccesful service delivery
• Manage service delivery teams & resources
• Monitor service delivery trends & identify oppertunities for improvement.

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

service delivery manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service delivery manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Greetings Apple Recruitment Team

I am a passionate Service Delivery Manager with 10 years of experience in the field. I am excited to submit my application for the Chief Service Delivery Manager position at Apple, where I believe my skills and expertise would be a great asset to your team.

My life experiences have taught me the importance of hard work, dedication, and collaboration. Whether it was on the work, or just personally, I have always been committed to pursuing my goals with passion and tenacity. I am confident that throughout all of these years I have gained the skills and expertise necessary to succeed in this role and be a great asset for Apple. I am eager to join a team that shares my values and work towards a common goal.

Thank you for considering my application for the Chief Service Delivery Manager position. I hope you will allow me to show you what I am capable of bringing to your organization and how we can work together to make an impact on the industry.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

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Service Delivery Manager Resume Examples

Writing a great service delivery manager resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own service delivery manager resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the service delivery manager job you're after.

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Essential Components of a Service Delivery Manager Resume

A Service Delivery Manager Resume is a critical tool that showcases your proficiency in managing and delivering exceptional customer service. This document should highlight your competencies, previous roles, and notable accomplishments in the realm of service delivery management. It should also reflect your knowledge in areas such as project management, team leadership, process optimization, and client engagement.

The core sections of this resume include the professional summary, employment history, skills, and educational background. Each segment plays a crucial role in presenting a comprehensive view of your capabilities as a Service Delivery Manager to prospective employers.

1. Contact Information

The " Contact Information " section is fundamental for a Service Delivery Manager. It enables potential employers to reach out to you for further discussions or interviews. Typically, it contains your full name, telephone number, and professional email address.

Ensure your full name is prominently displayed at the top of your resume. Following your name, provide a phone number where you are readily accessible and have a professional voicemail greeting. Your email address should also be included, utilizing a professional format that incorporates your name. Create a new one if necessary, specifically for job applications.

In today's digital age, it's common to add additional contact details such as LinkedIn profiles or other relevant social media accounts, provided they are professional and enhance your job application.

Accuracy in your contact information is crucial; any errors could result in missed job opportunities. Therefore, always verify this section for correctness before submitting your resume.

• Full Name : Prominently placed and easily noticeable.
• Phone Number : A reliable contact number with a professional voicemail.
• Email Address : A professional email that includes your name.
• Social Media Profiles : Include professional LinkedIn profiles or other relevant social media accounts.

2. Professional Summary

The " Professional Summary " is a concise and impactful overview of your qualifications, experience, and suitability for the role. It should succinctly convey why you are the ideal candidate for the position.

A compelling professional summary might detail your tenure in service delivery management, highlight specific industries or projects where you have extensive experience, and showcase key skills such as team leadership, project management, customer relationship management, and process improvement. Noteworthy achievements, such as successful project completions or enhancements in service delivery, should be emphasized.

• Experience in service delivery management roles
• Industries or projects with significant experience
• Key skills like team leadership, project management, and customer relationship management
• Past achievements such as successful project completion or service delivery improvements

Recruiters often review this section first, so tailor it to align with the job description, highlighting the most relevant information.

3. Core Competencies/Skills

Key abilities/strengths.

The " Core Competencies/Skills " section is where you list the specific talents and expertise that qualify you for the job. This should be tailored to the requirements of the position you're applying for.

• Leadership Skills: Demonstrate your ability to lead and manage teams effectively.
• Customer Service Skills: Highlight your proficiency in managing client expectations and ensuring customer satisfaction.
• Project Management Skills: Show your capability in executing and completing projects efficiently.
• Technical Skills: Depending on the industry, include relevant technical skills such as ITIL framework knowledge or software expertise.
• Communication Skills: Emphasize your excellent verbal and written communication abilities.
• Analytical Skills: Showcase your talent for analyzing service delivery metrics and implementing improvements.
• Time Management Skills: Illustrate your aptitude for organizing tasks and meeting deadlines.
• Negotiation Skills: Mention your negotiation skills, which can be a valuable asset in a Service Delivery Manager role.

Adjust your resume to highlight the skills most relevant to the job description provided by the employer.

Related : Service Delivery Manager Skills: Definition and Examples

4. Work Experience

The " Work Experience " section is a detailed account of your previous roles and responsibilities, showcasing your skills and experiences.

List all relevant positions in reverse chronological order, starting with your current or most recent job. For each role, include the job title, company name, location, and dates of employment.

Describe your responsibilities and achievements for each position, focusing on experiences that demonstrate your ability to lead teams, manage projects, ensure customer satisfaction, and improve service delivery processes.

• "Led a team of over 20 IT professionals to ensure efficient service delivery."
• "Implemented a new project management methodology, reducing service delivery time by 30%."
• "Collaborated with cross-functional teams to swiftly address service issues."
• "Developed strategies to enhance customer satisfaction levels."

Use action verbs to begin each bullet point, and quantify your accomplishments when possible, as metrics can be more impactful than words alone.

Customize this section to reflect the job description, emphasizing experience that aligns with the employer's requirements.

5. Education and Certifications

The " Education and Certifications " section demonstrates your formal education and specialized skills, which are essential for a role that demands technical knowledge and leadership capabilities.

• Education: A bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field is typically required.
• Advanced Degrees: An MBA or a master's degree in IT Management or Operations Management may be preferred by some employers.
• Certifications: Certifications such as PMP, CSM, ITIL, and Six Sigma can add significant value to your resume.
• Continuous Learning: Ongoing education or professional development courses are crucial to stay abreast of industry developments.

Pair educational qualifications and certifications with real-world experience and proven leadership abilities.

Related : Service Delivery Manager Certifications

6. Achievements/Accomplishments

The " Achievements/Accomplishments " section distinguishes you from other candidates by showcasing your successful track record in managing and improving service delivery methods.

Be specific when listing your accomplishments and quantify results when possible. For instance, indicate the percentage increase in customer satisfaction achieved under your leadership.

• "Successfully led a team of service professionals, resulting in a 15% increase in customer satisfaction scores."
• "Implemented process efficiencies that reduced service delivery time by 25%."
• "Spearheaded a project to integrate new technology into service delivery, boosting productivity by 30%."
• "Awarded 'Manager of the Year' in 2020 for exceptional leadership."

Highlight achievements that align with the job description and requirements of the role you are applying for.

Include any relevant awards or certifications as they further demonstrate your expertise and commitment to professional development.

7. References

The " References " section can enhance the credibility of your application. While not always required, references provide additional insights into your skills and work history from those who have worked closely with you.

Choose references who can attest to your service delivery management, project leadership, customer interaction, and team guidance skills. Include their full name, job title, company, contact information, and your relationship with them.

Always obtain permission before listing someone as a reference. Select individuals who are familiar with your work performance and can provide positive feedback.

While important, the " References " section typically follows after other sections such as work experience and skills, as hiring managers prefer to understand your qualifications before reaching out to references.

Related Resume Examples

• Delivery Manager
• Technical Delivery Manager
• Delivery Driver
• Local Delivery Driver
• Parts Delivery Driver
• Pizza Delivery Driver

• • Led implementation of solutions from establishing project requirements and goals to solution go-live.
• • Managed and ran multiple delivery teams ensuring governance at top management level, conducting project meetings, and identifying successful and unsuccessful project factors and gaps.
• • Worked closely with multi-disciplined teams to drive estimates, delivery plans, and retrospectives, identified and managed engagement risks, and flagged major issues early.
• • Operated in a consultative role within the working team and provided hands-on management of the delivery stream.
• • Built and managed a high performing team of delivery managers resulting in a 30% increase in team productivity.
• • Hired and managed contract resources or agencies for specific projects or to augment team staffing.
• • Defined and implemented Agile processes in complex environments, delivering Agile projects at scale.
• • Built and led geographically distributed delivery teams, including working with partner’s distributed teams and defining the right target operating model.
• • Provided consultative role within the working team and facilitated regular stakeholder engagement and reporting, ensuring project scope and objectives were met.
• • Managed and mentored junior delivery managers to develop leadership and technical skills.
• • Developed and maintained relationships with senior management, business stakeholders, and technical teams, ensuring alignment of delivery priorities with business objectives.
• • Managed budgets, resource allocation, and timelines for projects.
• • Managed and oversaw end-to-end delivery of digital projects, including requirements elicitation, solution design, development, testing, and deployment.
• • Provided technical expertise to project teams and identified and resolved technical issues.
• • Built and managed a high-performing team of developers, ensuring team productivity and performance.
• • Managed project budgets, timelines, and risks.
• • Established and maintained strong relationships with clients, stakeholders, and vendors.
• • Contributed to business development efforts by creating proposals, participating in sales meetings, and providing technical insights.

5 IT Delivery Manager Resume Examples & Guide for 2024

Customize this resume with ease using our seamless online resume builder.

All resume examples in this guide

Traditional

Resume Guide

What to write in your it delivery manager experience section, it delivery manager resume skills section to impress recruiters, it delivery manager resume header: tips, red flags, and best practices, writing an effective it delivery manager resume summary, drawing the attention to your it delivery manager resume education section, choosing the best format for your it delivery manager resume, want to include something more to your it delivery manager resume, making your it delivery manager resume stand out, what makes a great it delivery manager resume: key takeaways.

INDUSTRY STATS

According to the U.S. Bureau of Labor Statistics, IT Delivery Manager positions are at a 11% growth rate, which is faster than average. With that said, there are currently 482,000 jobs in the market right now. The total number of jobs is expected to increase by 52,700 to 534,700 in the period of 2020-30.

What’s more, the median annual wage for the IT Delivery Manager jobs was $151,150 in May 2020. The lowest 10% earned less than $90,430 , and the highest 10% more than $208,000 .

Our conclusion? The IT Delivery Manager job market is wide open for candidates.

Top IT delivery manager sections that make the best resume

• Professional summary
• Experience (with numbers and results)
• Relevant skills
• Certifications

Perfecting your IT delivery manager resume experience section:

• Focus on results, not responsibilities;
• Use 4-6 bullet points per position;
• List only positions that are relevant to what you’re applying for;
• Include at least some form of quantitative data – it can be linked to the number of people you’ve managed or the - percentage decrease in costs that’s followed from your work - you decide;
• Choose action verbs over buzzwords.

We’ve collected some of the top resume experience sections from real Enhancv users. Check them out when drafting your own IT Delivery Manager resume!

• Hiring, building teams, growing individuals
• Designing solutions and leading the development team, providing technical guidance and mentoring
• Agile software development environment
• Design-to-Operate implementation of an enterprise technology services center and application support desk
• Implementation and collaboration on enterprise process design adopted by three business units
• Successful phased deployment of Service Now for three business units
• Standardized monitoring service developed on a tiered services model for all three business units
• Marketing & promotion of team services to all business units which led to consolidated monitoring & incident management, under my team
• Improved service delivery by 25% by leading the implementation of ITIL framework
• Developed and executed a service improvement plan resulting in a 15% increase in customer satisfaction
• Managed a team of 20+ IT professionals using matrix management approach to achieve key performance indicators
• Reduced IT support costs by 20% through effective vendor management
• Maintained a 99.99% uptime for critical business applications through proactive monitoring and interventions
• Implemented a new incident management process that resulted in 30% reduction in downtime
• Improved IT support response time by 20% through automation and optimization of support processes
• Developed and managed vendor relationships to ensure timely and cost-effective service delivery
• Led a team of 15+ IT professionals to provide reliable and efficient IT support to 500+ stores
• Implemented service level agreements (SLAs) and tracked key performance indicators (KPIs) to ensure service excellence
• Improved customer satisfaction score by 20% through service delivery execution and effective relationship building with customers.
• Managed successful service delivery execution of multiple projects with budgets of over £500k, delivering them on time and within budget constraints.
• Reduced service level agreement (SLA) breaches by 15% through effective management and mitigation of customer escalations.
• Developed and implemented new service delivery process for the company, which resulted in a 25% reduction in service delivery time.
• Established and maintained strong relationships with key stakeholders, including vendors and third-party service providers.
• Reduced IT service delivery time by 30% by streamlining processes and implementing automation tools.
• Managed successful service delivery execution of multiple projects with budgets of over £1M, delivering them on time and within budget constraints.
• Reduced IT service delivery costs by 15% through effective management and negotiation with vendors and third-party service providers.
• Developed and implemented a new change management process, resulting in a 25% reduction in change management time and improved change success rate.
• Established and maintained strong relationships with key stakeholders, including customers, vendors, and third-party service providers.

In writing your IT Delivery Manager resume, you will no doubt want to list your previous duties - as you should. But steer clear of just listing your duties, instead of your achievements. Make your resume stand out by communicating what you have done, and not merely what the job needed you to do.

Action verbs for your IT delivery manager resume

Recommended reads:

• How to Describe Your Resume Work Experience
• Can I Leave a Job I Was Fired From Off My Resume?

Checklist for a perfect IT delivery manager resume skills section:

• Make sure to include most if not all essential skills for the job;
• Check the job description and add some keywords to pass ATS;
• List both hard and technical skills;
• When it comes to soft skills – elaborate on them in other sections of your resume (e.g. the experience section).

Checklist for your IT delivery manager resume header

• Your name and surname in a legible and larger resume font
• The job title you’re applying for or your current job title as a subheading to your name
• Link to your portfolio or online profile, such as LinkedIn
• Address (City and State for the US; just your city for rest of the world)
• Email address
• Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)

Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• Are Photos On Your Resume Unprofessional? [Expert Advice]
• Should You Include An Address on Your Resume?

Some companies, states, and countries have policies about identifying information like photos on your IT Delivery Manager resume. Be sure to check all the relevant rules before submitting yours. If you’re in doubt, you can always try contacting the company’s HR department to ask for their policy.

Impressive IT Delivery Manager resume summary checklist:

• Point out the achievements that make you a valuable applicant;
• Mention the total years of experience you have;
• Highlight the things you believe make you the best fit for the position;
• Keep it short: aim at having no more than 3-5 sentences.

Resume summary formula:

When writing a resume summary or objective, avoid first-person narrative.

• 10+ Resume Objective Examples & How To Guide

Crafting a job-winning education section.

• Use the reverse-chronological format when listing your degrees;
• Tailor the classes you’ve taken to the position you’re applying for if you’re an entry-level candidate;
• Mention the awards and honors you’ve received;
• Add your certifications (but only those relevant to the position).

Top Certifications for your IT Delivery Manager Resume

IT Management Fundamentals - From IT Tech to IT Manager

The knowledge and expertise you need to know to become an IT manager and develop those skills

2) Module1: Enterprise Architecture for Managers and IT

Overview of rapid delivery methods for Enterprise Architecture, to achieve rapid Business and IT Transformation.

The Project Management Course: Beginner to PROject Manager

The Complete Course for becoming a Successful Project Manager

Risk Management for Cybersecurity and IT Managers

The management's guide to understanding Risk Management decisions in cybersecurity and information technology (IT)

Climbing the Ladder: Moving from IT Pro to Manager

Learn how to develop as a technical professional and become an effective manager.

• Perfecting the Education Section on Your Resume
• When You Should (And Not) Add Dean's List On Your Resume

There are dozens of certifications that you can claim as a IT Delivery Manager. But, some are more effective than others. That’s why you mustn’t include every certificate other applicants might have. Try instead to earn and list a few of the difficult ones.

The content of your IT Delivery Manager resume is what will get you hired, right?

But even when your content’s amazing and you’re a true over-achiever, recruiters might not think you’re a good fit if your resume looks messy or is not formatted the right way.

In general, there are three basic resume formats we advise you to stick with:

• Reverse-chronological resume format ;
• Functional skills-based resume format ;
• Combination (or Hybrid) resume format .

Deciding which one to use depends on your experience, the industry, and the company. In short — you need to know what your applicant profile is.

For instance, reverse-chronological resumes are great for people with over 10 years of experience and no employment gaps. Here, you need to list all your relevant experience in a reverse-chronological format, starting from the most recent and going back to less recent positions.

Functional skills-based resumes, on the other hand, are great for entry-level applicants, graduate students, or people who have different kinds of experience. It focuses on skills, education, and character traits, rather than experience.

If none of these work for you, and you dream of adopting a more creative approach that makes a difference, the combination (or hybrid) resume format is exactly what you’re looking for. It allows you to focus on both your experience and your skills, making it a ‘best of both worlds’ format. It’s also suitable for those who want to spice things up by adding different creative sections (e.g. ‘life philosophy’ or ‘what my day looks like’).

Here are some additional tips on perfecting your resume layout and style :

• Go for a traditional resume font sized 12p;
• Use standard 1-inch resume margins for increased readability;
• Make sure your resume fits on a one-page template . In case you’ve got 10 years of experience or more, your resume’s length can reach two pages ;
• Avoid unwanted editing and plagiarism – save your resume as PDF before sending it to the recruiters.

Want to take it a step further? Learn how to make your resume stand out without relying too much on creativity .

• Resume Sections: Everything You Need to Know
• Resume Headings To Stand Out With

If you feel that you don’t have high chances in a particular company, due to lack of relevant experience, then you can still consider using a creative layout. That might help you get noticed and invited for an interview, as most of the other applicants will have boring resume designs.

So you’ve already listed details about your education, experience, and skills. You’ve also crafted an amazing summary.

But now you feel a creative urge to showcase your personality and not just your expertise.

We’ve got you! Thanks to our modern templates, you can now include a chart of what your typical day looks like or even a word or two about your life philosophy. All this without sacrificing your IT Delivery Manager resume’s professional feel.

Some non-traditional sections for your resume include:

• Publications
• Hobbies and interests
• Language skills
• Volunteer work

You want to make a strong first impression to all recruiters that get a hold of your resume. Sure you do! But how?

Well, the easiest way to stand out is by adding a bit of creativity to your IT Delivery Manager resume . You could do this by going for a colorful layout or adding a creative section or two. It all depends on the industry and the position you’re applying for!

For instance, a position in design would allow for a more colorful resume, while a position in finance would probably not.

• Choose a resume layout that sends the right message across and fits your current career situation;
• Create a resume header that shows your desired job title, and easy to find contact numbers;
• Be specific about your experience, accomplishments and future goals in your summary;
• Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
• List soft skills backed by examples;
• Add all of your technical skills and certifications that you have and match the job description;
• Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.

Looking to build your own IT Delivery Manager resume?

• Resume Examples

How to Answer "Why Should We Hire You?"

How to get a job after being fired: 10 sure-fire steps to get you back in the game, choose your employer, don't let the employer choose you, vp of marketing interview questions & answers, burnout in the workplace: causes and preventive care, my successful product manager resume for microsoft.

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• Delivery and Drivers

Service Delivery Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the service delivery job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Evaluate, establish, and implement policies and procedures relating to database management, security, maintenance, and utilization
• Minimize exposure to service credits work with customer support team and incident manager
• In addition to supervising a team of project managers and consultants, will also act as the project manager on a reduced number of projects
• Provide detailed and comprehensive status updates of orders in a timely manner on the system
• Work with the Internal sales contact to define and agree a schedule encompassing all delivery activities, milestones and key dependencies when necessary
• Ongoing assessment of the existing environment with a relentless focus on continuous improvement
• The Client provides the monitoring tool ? which is an application monitor of monitors configured specifically for the environment
• Establish good working relationship within team and other IT groups that come into daily contact with
• Maintains Asset Management
• Identify, coordinate and complete Service Delivery projects assigned by Service Delivery Team Leader or Regional Service Delivery Manager
• Contribute to a teamwork atmosphere among colleagues
• Assist with testing and evaluating various software applications in support of future deployments
• To work in partnership with customers and other IT professionals to resolve associates IT problems, queries and change requests
• Assist with departmental moves, adds, and changes
• Perl, Shell, Sql & PL/Sql scripting for Alerts, Monitoring, Reporting & Auditing etc
• Handling Production environment, adhere to SLA and manage ticketing systems
• Responding and resolving issues as per SLA
• Advises on policy and procedures covering the selection of suppliers, tendering and procurement
• Perform SSO Configuration & Troubleshooting related to Oracle Apps & Fusion Middleware
• Remediate and resolve monitoring alerts
• Patching of Windows Servers
• Strong Communication Skills, good analytic and Project management skill
• Strong technical background in OSP, IP/MPLS, Transmission, Voice, Microwave and GPOPN
• Ability to work in a team environment, which may be local, global, virtual, or multi- functional
• Ability to build and maintain ongoing relationships with customers, peers, and support partners
• Proficient in professional oral, written and telephone communication skills
• Strong presentation skill
• Understand and begin to apply basic project management skills
• Basic understanding of high availability system environments, if applicable
• Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve all routine problems and some moderately complex problems
• Working knowledge of administration or technical skills/knowledge in relevant areas

15 Service Delivery resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, cib-agent lending global operations service delivery resume examples & samples.

• Management of designated client relationships, ensuring that a high level of service quality is maintained
• Subject Matter Expert for VPR (Views Portfolio Reporting) the online tool used by clients
• Identify client training opportunities and assist in the client in being able to self serve through the available tools
• Co-ordinate the sharing of client service/relationship information
• Ensure that all inquiries (internal and external) are entered into Service Desktop, looking for opportunities to proactively improve the client experience
• Instruct on client requests related to amending program parameters including but not limited to; asset restrictions, lending limits and borrower limits/restrictions
• Instruct and monitor client initiated loan recalls and follow-up with appropriate Ops personnel until complete
• Responsible for delivery and accuracy of all clients reporting
• Results Driven
• Financial Services experience and a working knowledge of the Agent Lending product
• Ability to work to multiple deadlines and prioritize appropriately
• Proficient in using MS PowerPoint, Excel and Word
• Experience in a client relationship management/service environment is highly preferred

L Active Directory Service Delivery Resume Examples & Samples

• Domain Controller Configuration
• Domain Controller Deployment (2008 R2/2012)
• Troubleshoot Active Directory Replication and Health Status
• Leverage Monitoring tools in the diagnosis of Active Directory errors
• Utilize 3rd party vendor instrumentation to baseline performance and make recommendations for enhancement
• Develop tools and scripts to maintain the Directory Services data and infrastructure
• Interface with customers to troubleshoot Active Directory related application dependencies
• Troubleshoot Active Directory DNS and legacy WINS infrastructure

Service Desk Service Delivery & Client Management Manager Resume Examples & Samples

• Manage the outsource business in EMEA region to
• Ensure service provider meet the service level agreement
• Deliver their services in accordance to Citi's information Security Standards
• Ensure service provider have a tested Continuation of Business plan in place to ensure operations are not affected in the event of disaster
• Facilitate the provision of Citi's tools to Service Provider
• Ensure the operations meet the applicable country laws and regulations
• Responsible for the budgeting, expenses and cost allocation of the business to ensure it meets the expense expectation of the Management and client
• Responsible for managing the relationship with the client (Country CTI Head) to ensure service level objectives are met and provide oversight management on their escalations
• Responsible for the execution of strategic business initiatives such as transition service desk operations to IBM premises
• Responsible for driving continuous process, tools and service improvement
• Interface with regional CTI senior management and Business Heads, building relationship, provide regular updates and support their vision and initiatives
• At least 5 years of managerial experience in a call-centre or service centre experience
• Experience in leading and developing team members that support operations
• Experience in working with vendor providing outsource services and managing service level and key performance indicators
• Proven track records of managing change and implementing complex initiatives within a call centre or back-office production environment
• Knowledge in End-User-Computing products and services
• Understand the information security, risk & control and data privacy requirement of a financial institution
• Knowledge in outsourcing contract negotiation and administration
• Excellent customer service oriented skills
• Contract negotiation skills
• BS/BA Degree or equivalent
• ITIL certification

CIB Operations Service Delivery Resume Examples & Samples

• Full accountability for the E2E query resolution raised by clients. These queries will include, but not be limited to Settlements and Corporate Actions, Tax and Income. This will involve detailed discussions/handholding with operations on processes and actions to be taken therein
• Building relationships with clients to understand client behavior and requirements
• Drive resolution and management of client queries, leveraging internal teams globally and regionally as appropriate. Identify Service Requests and Service Delivery Issues for CSAMs to address; as well as any daily activities that may impact client satisfaction
• Daily contact with clients by email and phone calls. Attend client meetings and calls with CSAMs when required
• Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact
• 3+ yrs experience in Custody Business and/or portfolio servicing environment or other securities related industry
• Extensive knowledge of financial markets and instruments, both domestic and global is an advantage. A good understanding of trade and cash settlements is also required
• Strong focus in client service management, communication and delivery
• Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge
• Focuses on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals
• Proactively responds and adapts to change - supports and influences strategies to enable business transformation and enhancement
• As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients. Business Thai skills (Verbal & Written) will be an added advantage

O&t-service Delivery Head Resume Examples & Samples

• 1 year minimum current HR Shared Services experience in Service Delivery * 3 years minimum current HR Shared Services experience * Extensive experience working within the HR shared services and payroll area with a minimum of 10 years experience
• Very strong knowledge and experience of leading re-engineering and change within an organization across multiple countries
• Excellent working knowledge of HR business processes
• Extensive knowledge and experience of operations management tools, methods and techniques
• Excellent organizational, communication, negotiation and influencing skills

Wintel Automation Service Delivery Resume Examples & Samples

• Provide successful onsite delivery of automation solutions for Windows Server 2008, 2008 R2, 2012 and 3rd party solutions for the firm globally using the Microsoft System Center suite, focusing on Orchestrator & Service Desk
• Review & contribute to engineering designs, then implement with System Center and 3rd party software solutions
• Be an effective part of a large and cross-functional team managing a large scale enterprise server estate; contribute to the cohesion of the team and continuous maturation of the estate's hygiene program
• Keep current knowledge in core Microsoft Windows Operating System, Microsoft System Center, Active Directory, DNS, DHCP and other core technologies
• Ensure that LOB customer needs are met
• Research technical issues, write papers, and deliver presentations on implementation, best practices and optimization of Windows Server issues
• Work with the software packaging and development teams to build and test custom solutions and packages
• Educate clients on software & solution usage and maintenance
• This role requires both broad and deep technology knowledge and the ability to architect a solution by mapping a customer business need to a technology solution
• More than 10 years' experience required deploying, managing, monitoring and remediating Windows Server 2003, 2008, 2008 R2 & 2012 operating systems in mid to large environments
• Must be able to troubleshoot all aspects of the Windows server stack effectively and understand the product flow of patch management, software distribution and logging in detail
• System configuration & compliance management with SCCM
• System monitoring & alerting with SCOM
• Working knowledge of MS SQL Server database administration/reporting
• Working knowledge of .Net & C# programming languages
• Working Web server administration & operation using IIS
• Comprehensive understanding of the other System Center Products and how they integrate with SCSM & SCORCH
• Working System Center Orchestrator Experience - Deployment of infrastructure - Integration of runbooks with SCSM, SCCM & SCOM - Creation and troubleshooting of runbooks
• ITIL Foundations experience in Incident Management, Problem Management, Change Management & Service Request Management
• Must be a self-starter who is capable of making things happen
• Passionate in learning the latest technology advances in Windows Server and MS System Center and how it can be applied to improve the estate at the firm
• Goes the extra mile to exceed our customers' expectations
• Proven track record in solution implementation and troubleshooting
• 3-5 years of Windows OS deployment, configuration and monitoring experience
• Strong desire to make a difference for people and organizations through technology
• Current MCSE is preferred
• Candidate must have effective verbal, written, and presentation skills at all levels of the organization
• The role requires strong personal organization, time management, and project management skills

Unix Automation Service Delivery Resume Examples & Samples

• Proactive review of environment to suggest/develop new configuration management policies
• Lead and influence the development of standards and decisions regarding changes to systems/applications, and provide technical leadership and vision
• Articulates the business value and impact of advanced technical and non-technical information with ease and knows when to seek senior management assistance
• Knows when to escalate issues or seek assistance from senior management
• Documents medium-to-large scale projects and delivers presentations with little or no supervision
• Affects change within sphere of influence and leads development of innovative improvements
• Experience implementing zero touch data driven automation with subsequent monitoring and reporting on operational success
• Experience working with either Solaris or AIX
• Understanding of security best practices for multi-tiered operating systems
• Development skills leveraging C & C++ languages
• Understanding of backup process, system monitoring, performance tuning, disaster recovery, and scripting for Linux, AIX and Solaris based OS
• Working knowledge of Oracle clustering and ASM and/or Sybase a plus
• Configuration management: CFEngine 3, Chef or Puppet
• Operating System: Redhat 5/6/7, AIX 5/6/7 Solaris 10
• Familiarity with monitoring tools such as Tivoli and SNMP
• Automated infrastructure orchestration and virtualization management: VCAC, ITPAM
• Working knowledge of enterprise infrastructure such as compute (HP, IBM, Cisco UCS) Storage (XIV, EMC, HDS, NetApp), connectivity (Cisco, Brocade) database clusters (Sybase, MS SQL, Oracle)

Rohq-ap-service Delivery Resume Examples & Samples

• Provide quick and on-the-spot response to simple queries such as payment status requests and Incident ticket status information via phone
• Guarantee an immediate response with minimal wait time for the customer
• Handle escalations/complaints real time
• For concerns which cannot be completely resolved real-time, the role shall take full ownership of the case by raising an Incident which is tracked and monitored according to SLA
• Perform ad hoc tasks as required by the team
• Participate in center-wide activities as needed
• Basic computer operations knowledge; able to multitask effectively
• An ability to handle irate customer situations effectively and empathize with customer with a courteous voice tone
• An ability to deliver information at customer's knowledge level in an understandable manner
• Strong interpersonal skills and ability to think independently and follow through effectively
• Dependable, keen on details and has strong customer service orientation
• Responsible for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Demonstrates thorough understanding of client relationships/business practice
• Requires strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Meets or exceeds all performance metrics
• Focuses on resolving client issues within the scope of support
• Flexible and trainable
• Aims to maintain excellent relations with the client, team and internal contacts
• Strives to maintain a sound knowledge of the support
• Maintains customer focus and service orientation
• Improve operating efficiency

GTI Service Delivery Resume Examples & Samples

• Executing Service Delivery function Reviews to assess and evaluate compliance to Firmwide technology policies and standards via available frameworks & structures. (Assist ARC TSM’s in determining potential Service Delivery issues and recommending appropriate improvements & mitigating controls)
• Execute regular testing and evaluation of deployed technology processes via RCSA framework
• Effectively support the TSM’s in maintaining a strong GTI Service Delivery control environment
• Seek, develop and facilitate a strong working relationship with Service Owners, TSM’s Technology Control Officers, LOB Control teams & ITRSM through ongoing coordination of operational matters and utilize effective communication and when warranted, conflict and resolution skills
• Participate in targeted location IT reviews as requested in response to changes in policies, standards & regulatory requirements as they apply to the GTI Service Delivery functions
• Drive efficiency improvements as regards the location controls assessment & testing via automation, centralization and other industry best practices
• Keeping track of best practices, and implementing continuous improvement opportunities on an ongoing basis. Partner with Control officers to drive inputs into policies, standards & procedures as appropriate
• Production and analysis of Service Delivery control related reporting
• Provide Audit support to the GTI ARC teams where GTI infrastructure operations are in scope or cross impacted
• Provide support to GTI ARC Operations for regulatory reviews and to meet regulatory compliance requirements
• Work with LOB control officers to gather data points for use in the improvement of the technology controls framework
• Drive Governance on GTI ARC Resiliency activities
• Drive Improvements in Resiliency (Process & Infrastructure)
• Drive awareness of risk & controls within the location IT teams
• Basic understanding of IT Service Delivery & IT control policies
• Minimum 1 - 2 years of information technology risk & control management experience
• Experience identifying risks and developing mitigating controls for Service Delivery processes
• 1 - 2 years of work experience in one or more areas of infrastructure is preferred with a broad understanding of infrastructure
• Demonstrates a breadth and depth of operational risk & controls management expertise, preferably in an international environment
• Able to perform multiple tasks, with varying levels of complexity, importance and involvement
• Must exhibit a keen attention to detail
• Strong relationship building skills with the ability to network, and partner with the business
• Strong communicator at all levels
• CISM/CISA certifications a plus

Finance Service Delivery Head Resume Examples & Samples

• Leadership role for Finance Service Delivery and execution of operational strategy
• Manage delivery for various areas within the Group Finance
• Partner closely with business partners and broader service delivery teams to ensure smooth operations and seamless delivery for internal clients
• Ensure that offshore delivery remains consistent and compliant with country / UBS policies (statutory and non-statutory) and management standards
• Work with other teams to ensure effective service delivery, monitoring, tracking and reporting of service levels and quality
• Embed a strong focus on delivery excellence, utilizing benchmarks and best practice comparisons to ensure consistent high performance service delivery
• Create and maintain a work environment conducive to teamwork, creativity, quality, operational efficiency, and value acceleration
• Promote the culture and mind-set of continuous improvement
• Proactively manage risk and incidents to ensure high quality and efficient delivery of run the bank operations
• Resolve offshore delivery problems and work to proactively prevent issues from occurring
• Create the right environment that sets the stage for motivation of team members (e.g. developing succession management plans, defining & supporting Individual Development Plans, coaching high-potential employees)
• Ability to think strategically & from delivery perspective
• Ability to manage diverse senior stakeholders
• Attentions to detail and excellent analytical thinking
• Client focus
• Risk & professional behavior

Senior Analyst, Service Delivery Resume Examples & Samples

• 5 years working in business environment
• Must demonstrate a strong business and financial acumen
• Qualified candidates must be inquisitive and solve problems creatively
• Must be able to interact with all levels of management and be an excellent team player
• Organizational skills and attention to detail are critical
• Must be able to demonstrate the ability to deal shifting priorities on multiple assignments
• Demonstrated ability to use Excel and PowerPoint
• Experience designing and implementing SharePoint sites
• Experience with metrics reporting and dashboards

Service Delivery Regional Office Leader Resume Examples & Samples

• Demonstrate accountability and ensure all standards are adhered to throughout project execution. Responsible for project initiation and completion within functional area by directing activities of others as well as maintaining individual project responsibilities
• Accountable for delivery of goals and objectives assigned to the work group
• Responsible for managing budgets and contracts associated with program resource allocation and planning to ensure delivery of business benefits
• Serve as direct supervisor of team delivering infrastructure designs meeting business critical application SLAs, recovery CTQs, and maintenance requirements in a cost-effective manner
• Ensure all necessary services are available and that workloads are run in line with required service levels, and delegate tasks to members of the team. Reviews infrastructure-related incidents, with teams and ensures the execution of preventative actions
• Manages long-term infrastructure projects and process improvements
• Responsible for people management activities including development, performance management, salary planning, distribution of work assignments and inter/intra team issue resolution
• Overall responsible for infrastructure requirements and infrastructure project plans to address known gaps and identified risks
• Develops peer, cross-functional and cross-GE business relationships to maximize best practice sharing and team effectiveness
• Maintains industry knowledge related to technology trends in specific technology areas
• Experience in IT operations including network, telecommunications, end-user services, and disaster recovery
• Experience working with vendors, including Service Level Agreement specifications and management
• 5 years of experience in leadership or program management role
• Demonstrated project management expertise in a technical environment
• Knowledge of the requirement of Sarbanes-Oxley for the IT infrastructure
• Demonstrated communication skills within all functional areas

Head of Service Delivery Team Manager Resume Examples & Samples

• Passionate management and coaching of the Lead Infrastructure Engineers and Service Delivery Managers
• Effective management of escalations
• Creating a work environment and atmosphere that engages and delights both Rackers and customers
• Creative thinking on ways to improve our service delivery
• Effective adaptation of working in line with corporate objectives
• Adherence to Industry recognized standards
• Recruiting, managing and developing technical and non-technical Rackers
• Acting as the final escalation point for customer and staff issues
• Reviewing service failures to highlight and drive process improvement opportunities
• Managing SLAs and implementing process change to under pin contractual SLAs
• Coaching teams on how to apply industry best practices during customer consultations to maximise service delivery
• Setting team targets and managing/monitoring performance accordingly
• Ensuring the integration of new team members and maintaining the Rackspace culture
• Building a scalable and efficient organizational model
• Collaboration with the US and internal departments
• Building strong relationships with customers and developing synergies to improve the service
• Management of team bonus and commissions structure
• Maintaining a motivated, engaged team
• To present and promote Rackspace to existing customers through meetings and visits
• Carryout regular performance reviews and objectives setting, including regular 1:1 sessions
• To create a close working relationship with the Intensive leadership team in both the UK and US
• Effective cost centre management and budgetary control
• Building compelling business cases and following through
• Strong negotiation skills with suppliers and customers
• Significant operational management experience within a mission critical environment
• Ability to meet challenging targets within tight deadlines
• Proven track record of change improvement meeting strategic objectives
• The ability to engage and motivate staff and provide cross functional collaboration across all departments
• Experience in mentoring, coaching and training a team, ideally both technical and non-technical roles

CIB Private Equity Operations Service Delivery Resume Examples & Samples

• Manage overall client query and change/adhoc request process and assist operations in the resolution
• Client escalation point for service deliverables, contract/SLA questions
• Client Service review meeting preparation and attendance
• Attendance at weekly BAU calls
• Maintenance of Key Performance Indicators (KPI)
• Review and implementation of service improvement (best practice), efficiencies, etc
• Daily SME support to Ops staff
• Co-ordinate with other key stakeholders impacting PERES clients and operations
• Monitoring, review and escalation of
• Internal weekly metrics (MIS)
• Weekly, Monthly, Quarterly Deliverables progress
• Key Risk Indicators (KRIs), Control Self Assessment (CSA)
• Quarterly billing, receivable analysis
• Error Reporting and incident Remediation
• Prior experience of operations and managing day to day client relationships is essential
• Strong communication skills required to maintain relationships with multiple different stakeholders both internal and at the client across all seniority levels
• Private Equity or closed end fund experience an advantage
• English speaker, other languages being an advantage
• Must be a team player with the ability to network with co-workers but also have the ability to work independently and prioritise own workflows
• Demonstrates JPMorgan Values
• Proficient in Power Point, Excel and Word, previous experience of SunGard Investran is essential
• Proactive attitude , ability to multi-task and work to tight reporting deadlines
• Autonomous and rigorous
• Strong presence and presentation skills ; and

SAP Process Expert Service Delivery Engagement Mgt Resume Examples & Samples

• Lead, along with the Technical Support Team, the delivery of process updates and enhancements
• Acts as secondary/tertiary escalation point on hard to resolve system issues
• Responsible for staff development and performance management
• Review, provide input and approve end user documentation and training material
• Provide subject matter knowledge during workshops and other training sessions
• Create and approve timely communications in solving local user issues
• May support global wave deployments as needed
• Assess and recommend system changes based on clients’ needs, firm policies and global template design
• Work with the team to classify and prioritize defects related to the process/product and make decisions based on the assessment
• Analyze and determine cross-functional impacts of changes
• Assists in preparing and tracking budgets
• 8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP CPM, SD, PS, and MRS solutions
• Knowledge of SAP functionality specifically in the areas of SAP CPM, SD, PS, and MRS

SAP Process Expert Service Delivery CRM Resume Examples & Samples

• Evaluates, presents and secures business case approvals
• Analyze and decipher diverse requirements from multiple countries
• Coordinates the work effort between products and modules
• Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching
• Responsible for compliance with performance management objectives
• Proven knowledge of software development lifecycle methods, processes, tools and best practices
• Ability to react appropriately during crisis situations
• Operate in a global matrix environment

Facilities Service Delivery Resume Examples & Samples

• Good knowledge and understanding of industry trends and technical aspects of the job
• Developed ability to foresee how projects will affect future building functions
• Good planning skills, and ability to meet budgeting and time commitments
• Knowledgeable in Project Management, high sense of cost effective, task-oriented in delivery
• Comprehensive communication to work efficiently across the functions
• Influential power and high commitment to internal stakeholders and GRE functions
• Knowledgeable in IFM management model
• Effective way of working in problem solving and decision making
• Drive the result in complex circumstance
• Customer/Vendor Relationship Management
• Learning agility on policy, process, working tools/systems and compliance

Service Delivery Excellence Resume Examples & Samples

• Implement Quality Standards
• Implementation of Metrics, QC tools, defect prevention activities, statistical process control
• Continuously monitor & ensure higher levels of Customer Satisfaction
• Ensure process compliance. Schedule & Conduct Internal process audits to ensure compliance to Quality Standards and MAP assessments
• Review performance of deliveries against agreed Service levels and drive improvements whenever required
• Drive productivity and cost out initiatives in the teams aligned to
• Conducting Quality related trainings

Service Delivery Executive Retail Resume Examples & Samples

• Sets strategic service delivery direction that anticipates the needs of our customers and their technology needs
• Ensures operational excellence in service delivery execution to assure customer objectives and outcomes
• Influences customer decision making via thought leadership on technology drivers for their business
• Assesses and influences services delivery methods and execution improvements through the eyes of the customer
• Lead the global service delivery experience to the customer - single point of ownership and accountability for all customer service delivery related activities
• Assure customer outcomes across lifecycle of Plan/Build/Manage
• Manage customer level profitability - identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets
• Shape multi-year services strategy, in conjunction with sales leadership
• Drive services revenue growth through sales pursuits, aligned to account plan --> business development
• Influence and challenge the customer's thinking to develop better solutions to business and IT objectives
• Establish and maintain CxO relationships - directly influence CIO/CTO
• Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development, etc
• Innovate around delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go to resource in helping shape portfolio and technology direction
• Relevant Retail, Logistics, Supply Chain, FMCG vertical knowledge and expertise around technology and market trends – aligned to customer business objectives and challenges
• In-depth knowledge of Retail based business and process services consumption- ability to engage subject matter expertise as appropriate
• IT Domain Knowledge (Engineering, Operations, Data Center, Applications, etc.) - deep domain expertise in 1-2 areas
• Successfully navigate Customer landscape to drive mutual success - understand and manage political realities to achieve goals
• Expertise of IT standards/frameworks (e.g. ITIL, eTOM) and trends (e.g. cloud)
• Excellent verbal, written, and presentation skills
• Executive engagement – communication, presence and skills
• Financial Acumen – understand finance and P&L process and standards
• 12-15 years relevant industry related experience (e.g. IT domain expertise)
• Knowledge of Cisco Architectures an advantage

VP Service Delivery Cc Resume Examples & Samples

• Spearhead the development, communication and implementation of effective growth strategies and processes
• Anticipates and alerts the senior executive team of financial and or operational issues and opportunities within the designated business units
• Ensures all practices are carried out under general Xerox Services guidelines in cooperation with business practices of countries in which Xerox Services has established a business presence
• Ensures that responsibilities are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations
• Work in close partnership with the CML for client to achieve growth and profit objectives, and challenge targets across businesses
• Work in close partnership with the sales team to achieve sales and growth objectives
• Evidence of managing large scale back office operations centers and employee teams
• Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the functional area, business strategies, and the company’s goals
• Interacts internally and externally with different levels of management, requiring negotiation of extremely critical matters. Influences policymaking

Service Delivery Technician Information Technology Resume Examples & Samples

• To utilise request handling and escalation policies and procedures, leveraging the Service Desk Remedy System for Desktop Support issues
• To build and maintain strong relationships with business associates
• To share information with other Service Delivery team members and, where appropriate, other IT departments, and assist each other in the resolution of problems/change requests as necessary
• Troubleshoot, diagnose and repair hardware issues on desktops, laptops, printing devices, Blackberry and AV equipment
• Participate in team meetings on a regular basis to communicate challenges faced, discuss key Service Delivery initiatives, and be aware of updates on the team’s efficiency, effectiveness and service levels
• Good understanding of the organisation’s goals and objectives
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Strong knowledge of Windows XP Professional, Windows 7 and MS Office 2003-2010 (incl. MS Outlook)
• Strong knowledge of BlackBerry devices and BES administration
• Strong Knowledge of Cisco IP communications
• Knowledge of other IT department responsibilities and the ITIL structure
• Ability to work well under pressure
• Ability to effectively prioritise their own workload
• Able to liaise with business as well as technical personnel to produce solutions acceptable to all parties
• Good level of experience gained within a Desktop Services support environment
• Basic understanding of Willis business and technical environment is preferred

Intern, Global Service Delivery Resume Examples & Samples

• Learn and practice small project handling skills
• Learn and practice time management, task priortization and coordination skills
• Learn basic credit related knowledge via attachment and self learning and apply into project support tasks
• Raise ideas to seek for continous improvement in process
• Eligible to work in Canada
• Passion to share your opinions and ask relevant questions

Senior Administrator Fx Service Delivery Resume Examples & Samples

• Ensure all FX transactions, confirmations and payments are processed/managed in a timely manner within Kondor+, Kondor+ Trade Processing, FEA, Milvus and GTSS
• Accurate and timely application of Foreign Exchange ‘mandate’ set-ups and amendments
• Ensure timely and accurate resolution of all queries, providing an efficient, effective service to all clients (both internal and external)
• Monitor reconciliation reports to ensure timely investigation and clearance of outstanding items
• Provide support to the FX Processing teams in Malaysia and Toronto as required
• Provide support to the FX front office (TMS) teams as required
• Pro-actively address and escalate areas of risk in line with company policies
• Assist in reviewing and implementing process and product changes, ensuring robust procedures and processes are produced and adopted in order to mitigate areas of risk
• Support the team Supervisor and act as an initial point of escalation where required
• Train new and existing staff

Process Expert Service Delivery Engagement Management Resume Examples & Samples

• Portfolio planning, demand management and prioritization
• Work with Global Process owners and users to establish the overall strategic direction for the process
• Manage the activities of one or more Processes
• Mentor and counsel staff members
• 8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP PS and SAP MRS
• Knowledge of PS integration with SAP SD and SAP CPM very beneficial
• Knowledge of SAP functionality specifically in the areas of SAP PS and SAP MRS
• Knowledge of integration with SAP SD and SAP CPM

Senior Director Integrated Service Delivery Resume Examples & Samples

• Successful track record of portfolio/program management in a large, multi-product, high transaction volume environment
• Demonstrated strategic planning skills. The incumbent must have the strategic and business ability to place a project delivery effort in the context of the organization’s overall strategy as well as end customer needs
• Solid understanding of business case policy and portfolio management necessary to provide leadership for the Integrated Service Delivery team
• Credibility to secure buy-in for joint solutions across multiple groups and LOBs
• Comprehensive understanding of various business processes used across Retail & Business Banking, Wholesale Banking, Wealth Management and GO&I
• Strong organization, leadership, and team oriented skills. Demonstrated ability to collaborate as well as lead across a matrix organization to execute on priorities, influence change, and deliver results
• Comprehensive knowledge of a broad range of CIBC products/services
• Ability to demonstrate sense-of-urgency as required to support functional requirements
• Advanced influencing and negotiation skills at senior levels within CIBC sufficient to obtain the support of executive-level management and elicit co-operation and consensus from CIBC's business leaders in situations that involve the promotion of CIBC's interests
• Must be a values-driven leader demonstrating and capable of exercising stewardship to the highest degree of personal and professional integrity
• Strong collaboration and relationship building skills
• Excellent overall communication skills including well-developed writing skills to prepare material where interpretation, analysis, assessment and/or creativity require knowledge of use of terminology and precise articulation of ideas or opinions are necessary to effectively communicate
• Exceptional presentation skills required for regular presentation to Executives
• Well-developed leadership skills sufficient to lead/motivate a professional services group. Proven leadership, coaching and resource management skills sufficient to lead and motivate a senior team faced with a significant change mandate
• Strong program management and change management skills. Knowledge of and experience employing best-practice change methodologies, including Lean Six Sigma and/or Project Management
• Strong comprehension of the challenges to project implementation and ability to continuously introduce new improved processes is critical
• Minimum of 10 years experience in financial services industry

Analyst, IM Service Delivery Resume Examples & Samples

• Plans own work, to meet given objectives and processes Influence
• Influences team, and specialist peers internally
• Influences customers at account level and suppliers
• Some responsibility for work of others
• Participates in external activities related to specialization
• Decisions influence success of projects and team objectives Main Responsibilities
• Maintain Knowledge repository to ensure it is updated regularly
• Gather knowledge artifacts from team and upload in KM repository
• Analyze training feedback to understand training effectiveness
• Provide inputs to improve training program based on feedback data analysis
• Support Practice manager in evaluating trainers based on trainee feedback
• Co-ordinate with participants for trainings in terms of sending calendar invite, ensuring training details are updated in record, etc
• Co-ordinate with trainers in terms of checking their availability, ensuring required facilities are available for training, etc
• Prepare quarterly/yearly reports of training effectiveness along with practice manager and share with stakeholders Analysis
• Produces reports on defect/problem reporting data (e.g. data extracted from the configuration management system) to Practice Manager Operations
• Provides information and advice, such as reporting on service requests, in line with service level agreements
• Uses the facilities of the tools and systems available to monitor and report on regular activities which are subject to Service Level Agreement (SLA) such as job activity, transaction processing, etc. Understands the use of service delivery metrics. Monitors the levels of service achieved, keeping detailed and clear metrics, and records all deviations from service levels
• Uses support tools to integrate and analyze basic information and present it in comparison to SLA requirements in a manageable and meaningful format. Ensures that variances against service levels are reported to relevant managers, while trying to resolve any conflict or contention for service. Ensures that the presentation of management information facilitates identification of potential issues, anomalies and exceptions relating to current and future service level requirements
• Initiates action to maintain or improve levels of service within area of authority, Recognize and report issues to Practice Manager, Operations
• Participates in analysis of customer satisfaction surveys and data. Supports and participates in regular review meetings between service providers and users
• Makes proposals to management for changes and improvements to SLAs
• Monitors progress of requests for support and ensures users and other interested parties are kept informed. Takes corrective action to avoid or minimize delays Outsource Role Responsibilities
• Within own area of competence, provides correct responses to service requests. Ensures all work is carried out and documented in accordance with required standards, methods and procedures
• Assists with the maintenance of all service requests and processes
• Shows a systematic, analytical approach to problem solving
• Has good interpersonal skills and is confident in dealing with clients/users and suppliers. Excellent listening skills
• Above average verbal, written and presentation skills
• Good understanding of MS office and SharePoint administration
• Above average proficiency using standard Office productivity applications pc-based analytical tools
• Detail oriented Additional Role Requirements
• Risk: Basic understanding of Risk Management

Country Service Delivery Resume Examples & Samples

• Verbal Reasoning (Advanced)
• Numerical Reasoning (Advanced)
• Inductive (Logical) Reasoning (Advanced)
• Bachelor’s degree, Masters preferred
• HR Operations Experience
• Change Management Experience
• Fully bilingual English / Spanish
• HR Systems Knowledge

Group Operations & Service Delivery Head Resume Examples & Samples

• Providing local supervisory oversight across Group Operations functions in Poland and serve as a local point of escalation for service delivery issues, concerns and initiatives in consultation with business functional owners
• Overall responsibility for developing and ensuring adherence to BSC processes and guidelines across Group Operations in Poland
• Coordinating and managing the budget for service delivery activities within the BSC and forecasting of headcount needs in partnership with functional demand pipeline
• Partnering with the local CAO and business leadership teams to develop and manage to specific KPIs for local service delivery
• Providing local risk management and mitigation in partnership with the local and regional Risk and Governance framework for UBS and the BSC. Additionally responsible for the execution and evidencing of procedural controls and KPCs / KPCIs across all areas of delivery responsibilities
• Continuously monitoring across Risk areas and managing to high quality and accuracy standards
• Directly managing day to day operations, ensuring service is delivered in accordance with clear service level agreements
• Liaising with senior management and the Poland leadership team to develop and maintain the site's service catalogue
• Striving to enhance processes and procedures to improve quality, cost and efficiency and takes definitive action to correct problems and implements effective solutions to delivery service more effectively and efficiently
• Motivating and developing the teams in partnership with their functional line management to allow them to meet their full potential
• Coordinating among and ensuring constructive and productive working relationships with numerous onshore managers and process specialists
• Showing strong judgment and decision-making skills

IT Infrastructure Pm-infrastructure Service Delivery Resume Examples & Samples

• Lead the delivery of Infrastructure components of multiple Direct Channels Technology Solutions projects (Tier 1, 2, & 3) from concept to implementation
• Manage multiple project resources from cross-functional ITS teams, as well as interfacing with project leaders, technology specialists, professional staff, vendors and consultants
• Demonstrate strong cost estimation and financial management skills, using appropriate ITS tools and business practices, as it pertains to ITS’ technology effort
• A thorough knowledge of TDBFG Project Management methodologies (ex. PMLC, SDLC, GO!), and ensuring that recognized Project Management processes, discipline and controls are consistently applied to projects
• Provide project reporting and ad-hoc analysis, and present project status and issues requiring attention by senior management
• Build consensus and relationships with project team and Business, through use of superior negotiation skills
• 5+ years project management experience, with at least 2 years managing Technology projects
• Knowledge of Corporate business areas and applications would be an asset

VP Service Delivery Resume Examples & Samples

• Establishes overall leadership for client operations and services
• Responsible for management and oversight of multiple customer care operations centers in the established region of responsibility
• Demonstrates sound business judgment, innovation in approaching business challenges and the ability to translate a strategic plan into operating results
• Institutes plans and programs to maintain and/or enhance competitive market position
• Tracks and responds to changes in market conditions by implementing necessary changes to the organization
• Motivate and lead a high performance management team; attract, recruit and retain top talent; provide mentoring as a cornerstone for succession planning
• Work in close partnership with cross functional teams to achieve service level objectives
• Work in close partnership with the IBG sales team to achieve sales and growth objectives
• 10 years of experience required with a minimum of 8 years in management roles of increasing responsibility
• Ability to demonstrate high level communication skills
• Evidence of managing large scale call center operations and employee teams
• Sound operations background with demonstrated efficiency achievements and injection of innovation in processes
• Understands the global business environment and how the company fits into it, including business strategies and products, and the organizational resources to pursue global market opportunities

Process Expert SAP Service Delivery CRM Resume Examples & Samples

• Robust governance, stewardship and audit of Mercury data
• Oversees all aspects of the process and product or sub-product
• Manages impacts to other processes and products
• Primary liaison with the Global Working Community for assigned area
• Manages the life cycle of defects and enhancements
• Approves prioritization of defects and enhancements working with clients as appropriate
• O Review, provide input and approve end user documentation and training materials
• Receives direction rather than supervision
• 8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP CRM solutions
• Direct experience in complex management activities, such as business development, application development/deployment
• Direct experience in managing staff and budget
• Project management training, practical application, business analysis, sales, marketing, business development or relationship management experience is preferred
• Knowledge of SAP functionality specifically in the area of SAP CRM, including knowledge of integration with SAP SD, PS, and CPM
• Functional and/or technical experience in supporting global systems (e.g. SAP) including knowledge of data flows, processes and best practices
• Advanced documentation, communication and presentation skills that support accurate and concise messaging
• Experienced and comfortable working with culturally diverse outsourced on/offshore staff for Project work and Production Support (Run) service delivery
• Excellent interpersonal, client service, communication, organizational, and project management skills
• Excellent problem solving and decision making skills
• Operate in a dynamic, fast moving and changing environment

Principal Service Delivery Resume Examples & Samples

• Detailed knowledge of Sabre Airline Solutions products, implementation methodology and client engagement model
• Extensive program management experience with multiple simultaneous projects, including knowledge and application of best practices in project delivery and service management
• Excellent communication skills with experience interfacing with and building relationships with C-Level customer executives required
• Proven ability to drive for results to meet committed deadlines and work in collaboration with multiple workgroups, building consensus and developing effective relationships
• Thorough understanding of technical solutions vis a vis business priorities and criticalities

Infrastructure Developer Service Delivery Resume Examples & Samples

• Minimum of five years of Applications Development experience building and deploying applications with the .NET family of products (C#, ASP. NET)
• Minimum of five years of SQL Server Database Development experience building and deploying applications with the .NET family of products
• Minimum of three years of work experience in the following areas

Infrastructure Service Delivery Resume Examples & Samples

• Subject matter expert for IPD Build processes & tools
• Ability to build and maintain exceptional customer relationships
• Ability to read application architectural logical and physical diagrams

VP-service Delivery Contact Center Resume Examples & Samples

• Develop overall customer service strategy which ensures delivery of a consistent and high quality service experience for clients, advisors and other customer groups
• Take primary responsibility for implementation of these strategies and process improvements among teams. Establish and define efficiency, accuracy, and service quality metrics. Drive teams to deliver high-quality level of service for advisors and retail clients
• Provide leadership, direction, supervision and industry expertise regarding brokerage service, related regulatory requirements and industry best practices
• Work directly with workforce planning and forecasting team to ensure that client service workforce is effectively trained and available to meet service volume goals, including taking the lead role in identifying opportunities for cross-functional resource sharing
• Manage relationships with all applicable business partners, including both on-site service teams, product management and development, on-line services, in addition to any offshore vendor contracts, to effectively manage costs and ensure a seamless service experience
• Represent the company as a credible service leader in the field with advisors as well as with external parties including regulators
• Provide effective leadership to direct reports including communication of goals, monitoring progress, motivating performance, and managing expectations within all teams, as well as coaching and feedback, employee development, and performance management of direct reports and overseeing and advising on performance management and development of indirect reports
• Minimum of 10 years of related experience
• Proven background and knowledge of operating a large full-scale call center operation
• Previous experience leading a large, diverse team in a financial organization preferably within a broker/dealer
• Strong working knowledge of service processes, policies, technology, techniques, and regulations required
• Demonstrated ability to communicate effectively with and influence all levels of the organization and with external parties required
• Ability to collaborate with key business partners
• Series 7 and Series 24 FINRA registration required or ability to obtain
• The ideal candidate will lead by inspiration and will have had an accomplished track record of managing an effective and successful call center operation
• Demonstrated success in building and motivating a performance driven environment is ideal
• Additionally, this person must demonstrate organizational ability to achieve goals and marshal the necessary resources to motivate team members. A heavy emphasis will be placed on internal and external relationship building
• This includes having the ability to influence in a matrixed environment and represent the company in the field and with external parties
• The ultimate goal is to significantly drive client satisfaction while strategically building and positioning the organization for continued growth

Service Delivery Consult Resume Examples & Samples

• Strong excel and powerpoint skills
• Ability to multi-task, demonstrate flexibility and adaptability
• Ability to communicate crisply
• Experience working with Defined Benefit and Defined Contributions plans

CIB Ops-middle Office Service Delivery Resume Examples & Samples

• 5-10 years of experience in Operations
• Knowledge of 40 ACTs Accounting-Fund Accounting, Financial Reporting and Tax Operations
• Excellent communication, influencing and negotiation skills with the ability to develop and maintain collaborative relationships both internally and with external clients
• Ability to work independently and multitask in a fast paced environment
• Relationship building skills - develop internal and external partnerships to drive results
• Expert use of Microsoft Project, Word, Excel, PowerPoint, Visio and ability to present to senior management

Service Delivery Transformation Resume Examples & Samples

• Apply a broad and deep understanding of the Enterprise Services organization and its internal groups' needs, drivers, and decision-making processes. Plan, strategize and influence priorities and decisions to improve processes, performance, and user experience
• Play a leadership role in shaping and landing the OneServices vision, collaborating with the Roles team, IT, and field stakeholders
• Use voice of customer frameworks and industry metrics to understand end-user satisfaction and develop scalable strategies for improvement
• Actively seek and create opportunities for synergies across our business ecosystem to drive long-term solutions and shared roadmaps
• Advise others on business case development for long-term, cross-business solutions that incorporate the impact of solutions
• Think strategically about to-be business models and execute across a complex business organization
• Synthesize large amounts of information into crisp recommendations
• Present and defend recommendations to a variety of audiences, such as executives, program managers, and developers
• Evaluate existing business processes and make recommendations for optimization
• Self-start, manage multiple projects simultaneously and drive them to completion. Such projects will demand strong working relationships and interactions with business partners, SMEs, process owners, technical leaders, and other groups within Microsoft
• Create and manage a plan, schedule and budget
• Deal with the ambiguity associated with working in a fast paced and changing environment
• Recognize and resolve conflict
• Lead negotiations and build consensus when dealing with internal customers, stakeholders and team members
• Real-world experience in resource management for a professional services organization
• Familiarity with resource dispatch model and resource coordination
• Knowledge and experience with proactive and reactive support scheduling and schedule management
• Minimum of 5 years' experience in the high-tech industry as a program manager, process engineer, business architect, or enterprise architect
• Broad technical understanding and industry experience in professional services industry
• Bachelor’s degree, or equivalent experience; MBA, strong preferred
• Experience with Agile software development methodologies a plus
• Experience with line-of-business tools

Service Delivery Technician Resume Examples & Samples

• To utilize request handling and escalation policies and procedures, leveraging the Service Desk Service Now System for Desktop Support issues
• To meet or exceed current service levels agreements to service users, including timeframes
• Troubleshoot, diagnose and repair hardware issues on desktops, laptops, printing devices, mobile devices and AV equipment
• Build and maintain good relationships with IT colleagues, especially those in the technical resolver groups
• To help reinforce end user training programs to increase computer literacy and self-sufficiency
• Be proactive in recommending changes to Service Delivery policies, procedures, technology, and training to improve effectiveness, efficiency and service quality
• Good understanding of the organization’s goals and objectives
• Strong personal skills, with a focus on listening and questioning skills
• Proven analytical and problem-solving abilities
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Ability to effectively priorities and execute tasks in a high-pressure environment
• Adhere and promote Willis Corporate and business plans
• Strong knowledge of Windows 7 and MS Office 2003-2013 (incl. MS Outlook)
• Strong knowledge of all Willis supported software
• Strong knowledge of Willis business applications
• Strong knowledge of mobile devices and BES administration
• Knowledge of Cisco IP communications
• Pursue Microsoft certifications (MCDST, MCP’s)
• College Degree in the field of computer science, information sciences, or related field preferred
• Thorough experience of working in a high pressure support environment
• Ability to effectively priorities their own workload
• Working technical knowledge of the PC platform – hardware, software, network and operating systems

Senior Analyst, Service Delivery Ops Resume Examples & Samples

• Deep understanding of service management principles, specifically the ITIL framework. ITIL Foundation Certification (V2 or V3)
• Comprehensive understanding of the systems development lifecycle (SDLC)
• Extensive experience of managing a complex technology function
• Experience of working in a large, Tier 1 organisation
• Excellent communication and interpersonal skills, both oral and written, including the ability to communicate with non-technical customers at all levels of the organisation and to understand their business priorities
• Experience in working with business partners in delivering development / support service outcomes in a distributed delivery model

Bank Service Delivery Mgt-senior Analyst Resume Examples & Samples

• EDUCATION AND EXPERIENCE
• Ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships with persons contacted in the course of performing assigned duties including Company management and outside business associates
• Advanced Microsoft Office skills
• Professional development growth opportunities through in-house classes and over 150 Web-based training courses
• An educational assistance program to financially help employees seeking continuing education
• Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee’s dependents (spouses, children and dependent parents)
• Personal loan assistance

Service Delivery & Core Services Manager Resume Examples & Samples

• Key communications role between internal customers and software platform teams
• Regular reporting and communication with internal customers regarding the performance, compliance, and improvement recommendations of web-based software systems
• Establish and maintain a high level of customer service relative to internal and external customers
• Work with leadership in other areas to solve problems and present solutions while maintain positive relationship
• Manage Microsoft Exchange and Active Directory operations
• Responsible for maintaining and tracking key metrics and KPI’s, trend analysis, work breakdown reporting and other measurements for assigned areas
• Establish plans and administer the overall policies and goals for assigned areas of responsibility
• Manage budgetary responsibilities for assigned areas
• Suggest process improvements where appropriate
• Identify and propose solutions for areas of risk or exposure
• Provide recommendations for Team Member additions, skill developmental areas and opportunities for learning
• Ensure Business Continuity needs are being addressed
• Daily Skills Performed - 40% Strategic, 40% Tactical, 20% Technical
• Not limited to the roles/responsibilities listed above

Senior Service Delivery Resume Examples & Samples

• Supports some of Sabre’s largest online customers by representing and protecting customer needs within Sabre TN and Technology
• Understand how the online agency business operates and future trends of this customer segment
• Works as first point of escalation for the Online Customer Support team in Montevideo and online customers
• Coordinates end-to-end issue resolution and Technology support as needed
• Provide or facilitate the customers’ understanding of Sabre’s business, processes, products, and functionality
• Consult with customer on use of Sabre products and how to integrate them within their own workflow. Identify improvement possibilities that benefit online customers and Sabre overall
• Support opportunities for additional migrations and incremental bookings
• In general be the voice of the customer within the development teams
• Responsible for the overall communication to and from the customer
• Provide analysis support to the Online Customer Support team and the HDQ development teams
• Minimum 5 years related experience. Minimum 3 years prior management experience in the areas of customer support and contract management preferred
• Advanced computer skills, with an ability to lead multiple projects simultaneously
• Some programming skills/language proficiency is a plus

Senior Profesional Service Delivery Resume Examples & Samples

• Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed
• Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed
• Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution
• Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries
• Assists less experienced staff in developing appropriate responses
• Bachelor's degree in business management or related field preferred
• Four or more years of functional area experience (i.e. finance, human resources, procurement, information technology, etc.)
• Experience working with organizational functional and personnel
• Experience working with fax machines, computer software and telephone technology
• Experience working with help desk software
• Business and analytical problem solving skills
• Ability to follow oral and written directions
• Ability to understand and apply regulations applying to functional area

Per-india Service Desk-service Delivery Resume Examples & Samples

• Service oversight to ensure seamless, end-to-end service delivery from vendor managed services
• Manage relationships with clients & stakeholders and ensure customer satisfaction
• Escalation Management: Point of contact for all functional service escalations. Facilitate RCA forums with vendor partner to ensure service quality and production stability
• Monitor, analyze, report and ensure day-to-day operational execution, control over volume, SLA and process/technology changes
• Ensure operations quality and other operational metrics are aligned with agreed SOW and impact to commercials are minimized
• Lead, participate and/or represent service delivery tower in various weekly, monthly, quarterly and other governance and review forums
• Collaborate with “CSI & Transformation“ and vendor partner to ensure service improvement initiatives execution, operations maturity and CSAT action items implementation
• Ensure ‘Audit Readiness“ and act as interface between auditors and managed services to provide quality and on time audit response with proper evidence
• Manage operational tools/process changes - Ensure controlled entry into production operations through OA process
• Initiate and manage “left-shift“ of work, work elimination, consolidation by coordinating with appropriate stakeholders
• Provide necessary inputs/metrics to vendor management function
• Liase with Site management and vendor on staff onboarding / exit process
• Ensure BCP test, staff verification, access reviews, policy and other administrative controls compliance
• Advanced root cause and user productivity analysis
• Strong knowledge of CS IT organization structures and its changing landscape
• Broad work experience with IT Infrastructure Management in a global banking environment
• Proven expertise in operational service delivery management for mission critical production environment, preferably in an international/outsourced environment
• Awareness of ITIL and experience of working in an ITIL oriented operations
• Strong communication, presentation and negotiation skills. Excellent analytical and problem solving skills with a strong desire to own issues through to resolution
• Proven team player, strong team leadership skills
• Self-motivator who can work with minimum supervision
• A believer in continuous improvement of services, processes and operational efficiency
• Service Desk design and technologies knowledge
• Experience of Service Management and outsourced vendor governance

DGM F&a-service Delivery Resume Examples & Samples

• You will be required to Manage F&A client in manufacturing industry and have the ability to manage across towers viz – Record to Report, Accounts Payable
• Managing multiple client engagements / contracts across geographies- Operations support for establishing processes, metrics identifications and reporting
• Manage relationships with customers at the senior management level and ensure customer satisfaction
• Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
• Responsible for tracking and driving all process parameters ‘critical to quality’ for process delivery
• Assist management with career development activities for team members, team leaders and managers, including performance management, feedback and training
• Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met
• Demonstrated skills and experience in managing across aspects of PTP / OTC
• Exposure to financial planning, forecasting and group reporting
• Focus on implementation - essential for process delivery as per SLAs/ SOW
• Should have managed large teams
• Minimum of 13+ years of experience in F&A domain and preferably in a BPO environment.IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Infrastructure Project & Service Delivery Resume Examples & Samples

• Provide a single focal point for all project management activities being performed by the global infrastructure team
• Responsible for ITIL Service Delivery for each of the key Product/Application Development areas
• Deliver a mix of projects that are a mix small/medium/complex projects/programs and
• Manage the resources optimally to deal with waves of workload throughout the project life cycle
• Streamline and standardize our project management and solution delivery processes to serve internal stakeholders with agility
• Provide metrics and goal driven leadership with SMART goals
• Forecast, mitigate the solution delivery risk
• Achieve 100% compliance with PMM and Finance policies
• Identify areas for process improvement and enact plans to implement these improvements
• Define and deliver a vision for a next generation infrastructure solution delivery organization that aligns with our technology strategy and expectations of business partners
• Manage, govern and continuously improve the methodologies for technical product delivery including project management – methodologies include both traditional waterfall and agile methods
• A good understanding the technology infrastructure and the complexity in rapidly

Supervisor Service Delivery Resume Examples & Samples

• Troubleshoots, diagnoses and applies logical solutions to installation problems
• Zero or more years of field or engineering experience
• Experience working with the company's hardware, software and equipment products
• Experience working with various computer applications and ability to apply to situation
• Good computer skills
• Ability to resolve hardware/software problems

VP Service Delivery Excellence Resume Examples & Samples

• Lead communications and gain the respect of the business in ensuring awareness and compliance with processes and be accountable to supporting communications with clients or stakeholders as part of the escalations and resolutions process
• Support the business management team in coordinating initiatives and communications that provide leadership, direction, and assistance in direct support of the COO Global Capabilities. Ensures the right initiatives are undertaken, strategic and operational objectives are implemented, and the benefits are being fully realized throughout the organization
• Support large-scale company-wide modernization projects that incorporate a proactive and innovative solution to addressing business challenges and achieving organizational goals and objectives. Integrates how the big picture of the initiatives comes together from definition through implementation on implications across the business
• Provide strategic leadership through facilitating or advising strategy development while demonstrating foresight, conceptual capability and environmental market awareness. Gives advice and counsels leaders without owning the projects themselves in order ensure the steps, tracking and expectations are consistent
• Provide a governance structure. The role ensures accountability and enables the predictability of the outcomes of each transformation initiative. Direct the communication of status, issue, and risk disposition to all stakeholders, including senior management, on a timely basis
• Identify stakeholders and key organizations, building and managing relationships with each. Ensure organizational alignment in the design and execution of initiative efforts. Work with stakeholders to ensure project scope definition meets business objectives
• Work with Project Sponsors to ensure business case/cost benefit analysis is in line with business objectives
• Champion project management disciplines and provides the processes, structures, and tools for individual project management and program management across the transformation
• Manage tasks and responsibilities associated with the planning, directing, coordination, and support of specific projects/initiatives that support the overall strategic plan of the business. Drive adherence to project processes, procedures, methods, and standards for project delivery and leverage across the project
• Support initiative teams with skills in process excellence, project management, facilitation, problem solving, accelerating transformation and value creation to drive toward required outcomes
• Ensure effective stakeholder engagement and communications. Ensures timelines are adhered to for initiatives by keeping executives aware of any red flags concerning the timing or integration process
• In-depth technical knowledge of Service Excellence Models and Programs
• Working knowledge of Microsoft Office and relevant communications and reporting tools requisite for the position
• Strong communication skills, including proven experience in developing from scratch senior executive presentations and communications
• Strategic thinker with strong execution skills, experience analyzing, reconciling, communicating, preparing, and managing financial reporting and data. Strong problem solving skills requiring sophisticated analytical thought to compare complex alternatives and select a solution that may have substantial potential business impact
• Strong leadership presence: ability to command respect and earn trust of senior management team
• Ability to effectively interact with all levels of external and/or internal stakeholders within scope of responsibility, team and/or matrix environment, to include
• Creating support and buy-in and a strong network of relationships among peers, internal partners, external constituencies and decision makers to deliver end-products
• Ability to lead teams consisting of both direct-reporting and indirect-reporting relationships
• Ability to demonstrable success in coordinating large-scale projects involving geographically and functionally diverse stakeholders is required
• Outstanding problem structuring and analytic capabilities; ability to take a complex problem and organize it in discrete pieces for solution. Ability to drive results by identifying and resolving problems within scope of responsibility
• Excellent strategic planning & analysis skills – including. business modeling, process and performance management
• Strong organizational skills and ability to juggle multiple projects at one time
• Excellent oral and written communication skills and the ability to succinctly convey information to senior management
• Minimum of 10 years of relevant industry and managerial experience
• Bachelor's Degree required - In related discipline, or equivalent
• Ideally Master's Degree preferred - in related discipline or equivalent
• Membership of a recognized related industry professional body

Head of Service Delivery Multi Country Financial Services Resume Examples & Samples

• Developing strong relationships and teams (KPI: Strong network in place & people development is evident) Experience in managing leading sales cycles and same account growth initiatives
• Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
• Transforming and growing the business (KPI: Further profitable service revenue) and GP targets on financial performance of their assigned contracts
• The role will have leadership and people management responsibilities, often including in a matrixed, virtual team environment
• Engages directly with senior customer contacts to drive strategy
• Provides a focus for SLA management and customer satisfaction across the Financial Services customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across the Financial Services customer base
• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance
• Directly coordinate employees (as appropriate to the country, client account and service line)
• In conjunction with the Business Development Managers, Sales and Service Delivery Management teams stimulates and defines requirements for new services, in line with GDO strategy. Ensures such offerings are professionally introduced, accepted and deliverable
• Works directly with Service Delivery Managers to create the contracts Account Business Plan for the year. Supports review and on-going input
• Works directly with customers to introduce Xerox’s Next Generation Strategy
• Minimum of 8Yrs industry experience in computer science or business administration in a related field, with a proven track record of delivery objectives
• Extensive people management experience. Mentor and coaching for performance management
• Experience in outsourcing bids, from pre-sales to successful implementation and contract creation
• Strong presentation skills with experience of senior customer contacts. C-Level, Board etc
• Leading and driving integration of customers and operational requirements into supplier relationships, including delivery partnerships
• Programme and project management experience. Working on large scale regional implementations
• Able to manage multiple projects across multiple internal and external customers
• Adhere and promote Willis Towers Watson Corporate and business plans
• Strong knowledge of all Willis Towers Watson supported software
• Strong knowledge of Willis Towers Watson business applications
• Basic understanding of Willis Towers Watson business and technical environment is preferred
• M-F Professional Dress Attire
• Position will require up to 20% travel, occasional night and/or weekend work and manual handling of office equipment

Senior Director, Engineering Service Delivery Resume Examples & Samples

• Oversee staff and leadership coaching, mentoring & professional development
• Collaborates with cross-functional peers to drive improvement in end-to-end processes
• Drive automation project to optimize the service activation process
• Communicate organizational strategies and objectives effectively within the team & across the organization
• Delegates responsibility and over sees operations to ensure strategies and objectives are being met in an efficient and timely fashion
• Develop and manage KPIs.Develop and implement KPI continuous improvement action plans
• Operations planning and project assignment
• Actively support the New Product Introduction process

OSS, Service Delivery Administrator Resume Examples & Samples

• Perform OSS Control reporting functions
• Compile and analyse department statistics
• Control functions for the Investments business
• Maintain Interested Party contact records for Corporate Actions notifications
• Vault custodian
• Maintain accurate absence & attendance records for OSS
• Maintain and assist with OSS Systems Access
• Support OSS Management with HR administration duties, new starters and leaver’s checklists
• Support OSS Service Delivery functions

Service Delivery Mgr Resume Examples & Samples

• Client business relationships – co-ordinate and maintain: Arrange and conduct regular review meetings as necessary
• Ensure high quality, efficient and professional level of service maintained
• Client retention
• In conjunction with the Regulatory & Technical team ensure client is kept up to date with regulatory developments
• Manage the production of relevant client reporting for clients where necessary: KPIs
• Internal MIS and monthly reports
• SLA – co-ordinate any revisions in accordance with respective client and Trust & Depositary requirements
• Client reviews, quarterly or as frequent as required – with meeting minutes
• Co-ordinate and manage the review of client scheme documentation / change events (including the production of the necessary T&D Deal Review Committee documentation) obtaining necessary input from other Trust & Depositary business areas, for : Instrument / Trust Deed
• Scheme of Arrangement and client communications
• Depositary Agreement
• Associated Property scheme documentation as required
• Co-ordinate and manage the completion of documentation for market openings and fund tax reclaims in conjunction with the client and the appropriate BNYM business areas
• Product and Marketing: Provide assistance for RFIs and RFPs as required
• Attend and participate in new client pitches as required
• Identify and maximise cross selling opportunities for BNY Mellon’s products and services: Capitalise on introductions from BNY Mellon Sales Teams
• Attend industry seminars, initiatives and conferences
• Maintain high level of product and regulatory knowledge
• In depth knowledge and experience of CIS - essential
• Broad experience in a Trustee & Depositary role – preferable
• Possess 3-5 years' industry experience within a Trustee & Depositary, Fund Accountant or a Custodian in a client servicing/perational role

Service Delivery Project Management Office Intern Resume Examples & Samples

• Represent Service Delivery business on a variety of projects and initiatives
• Participate in project analysis efforts to ensure delivery of successful solutions
• Partner with business and technology to develop and maintain business plan, statement of work, cost benefit analysis
• Project risk and issue identification and action planning
• Define, document and prioritize business requirements
• Develop and revise business process models
• Develop and manage and execute user acceptance testing
• Project planning and post implementation tracking
• Provide effective communications on project status and progress
• Junior status in a four year program majoring in Business, Finance, Technology
• Minimum 3.3 GPA
• Financial Services coursework or experience
• Business analysis experience
• Understanding of project management methodologies
• Understanding of writing Business requirements
• Understanding of the process mapping experience using Visio or other mapping tools
• Past history of exceeding expectation and going beyond the norm
• Ability to work independently in a fast paced environment
• Ability to create and maintain effective work teams
• Excellent analytical, organizational, and communication skills
• A willingness to work hard, learn, and have fun

Transaction Processor, Service Delivery Resume Examples & Samples

• May perform processing tasks in one or more of the following areas
• Mailroom activities
• Electronic portal
• Media conversion
• Check processing
• Electronic fund transfer
• Content storage and retrieval
• Alternate text
• Performs data entry of material from source documents to a computer database
• Transcribes routine pre-coded and identifiable alphanumeric data from source document and/or phone call into an automated system
• Ensures accuracy and completeness data
• Performs clerical tasks in the data entry function
• Receives and distributes incoming mail and materials
• Alternate text:- for medical/healthcare
• Performs document scanning and processing in mail room
• Enter Medical claims data into the Claims System, via 10-key and alphanumeric data entry
• Screen medical claim forms for completeness of data
• Route claims to other areas depending on successful data entry or the need for additional information
• Adjudicate and suspend claims when appropriate
• Provide backup support to other team/group members in the performance of job duties as assigned (including mail Room)
• Numeric Filing and other clerical tasks

Head of Service & Delivery Resume Examples & Samples

• Self-starter with in-depth knowledge of Fund Accounting, Transfer Agency & Investment Operations who displays a balanced, cross-functional perspective
• Industry knowledge of best practices and standards across functions outlined
• Ability to identify risk / reward scenarios and prioritize efforts accordingly across multiple business functions
• Decision maker able to identify solutions and propose beneficial outcomes and detailed plans to achieve
• Global investment operating models, transition planning and change management
• Technically proficient with the ability to communicate complex concepts in simple form
• Proficient in resource utilization methodologies
• Leadership and organizational skills are required to determine the Business Unit's goals, resources needed, and to assess and develop the skills of staff

Service Delivery Head-worr Resume Examples & Samples

• Develop service delivery model based on a critical thinking, fact based approach to improve outcomes for clients
• Ensure service related documentation is accurate and kept up-to-date at all times
• Strive for continuous quality improvement
• Coordinate and participate in monitoring, review and auditing processes related to service delivery
• Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services
• Implement relevant and meaningful processes to meet client expectations
• Provide an effective on-call response service, as appropriate, supplemented by appropriately qualified team members as required
• Able to managing expectations and providing excellent customer service
• Assumes ownership of problems and projects
• Focused on continually raising the bar
• Formulating effective strategies to increase performance
• Having a can do attitude and a willingness to work hard to achieve company goals
• Provide cross-product collaboration with other GBTS service providers and business units

VP, Operations & Service Delivery Resume Examples & Samples

• 15 years in technology organizations with 5-7 Years of success leading all elements of an Enterprise Infrastructure Services organization
• Successful track record of driving execution and delivering technology solutions for a large scale, complex corporation (large is defined here as international organization with greater than $10 billion in earnings)
• Effectively manage a large scale enterprise telecommunications and computer networks department
• Experience managing all aspects of the technology life-cycle: strategy, requirements definition, solutions design, planning, procurement, installation, operation and maintenance
• Experience in managing a Fortune 500 IT service delivery organization with multiple lines of business, and multiple geographic/global locations
• Experience managing and overseeing the transition from internally provided to externally provided/outsourced IT
• IT/IS management experience in entertainment/media/consumer goods companies preferred
• Comprehensive experience in all areas of IT architecture
• BA/BS in computer science or bachelors and appropriate work experience

Senior Analyst, IM Service Delivery Resume Examples & Samples

• Drive service delivery excellence through technical analysis of the standard processes and solutions used by Global Processing Services
• Direction, governance and oversight of Global Processing service providers (HCL, Atos) through technical analysis of RCAs, LOS, incident and situation management, change control, capacity and performance planning, project delivery (build to run), and billing/invoicing
• Identify service improvement opportunities resulting from technical analysis, delivery best practices, and a strong understanding of commercial IT solutions, particularly in regards to Processing Services (e.g. compute, storage, monitoring, reporting, capacity and performance planning, etc.)
• Build business justification for service improvement investments using the Xerox Information Management (XIM) business case model
• Collaborate with Service Delivery Managers, EIS Portfolio Management (a.k.a. "Build"), Business Relationship Managers ("Plan"), Service Providers and Value Chain Partners to ensure Global Processing Services are aligned with infrastructure strategy and roadmaps, application requirements, business requirements and financial direction. The ideal candidate for Senior Service Delivery Analyst will have the following skillset
• Deep and broad technical knowledge in hosting and processing solutions and delivery, particularly in the areas of system administration, shared storage solutions, BUR and DR/IT Service Continuity
• Very strong verbal and written communication skills. Ability to explain, articulate and persuade across various organizational entities (e.g. IT, Business Partner, supplier, vendor) and levels (engineers, architects, managers, senior management)
• Work or educational experience as System Administrator (Windows, Unix or Linux) or SAN/NAS (EMC) Storage Administrator

IT Supervisor Service Delivery Resume Examples & Samples

• Monitors staff assignments and workflow to ensure standards, deadlines, and priorities are met; ensure operation processing is adequately staffed to meet these deadlines
• Establish performance and work standards against which staff members are evaluated. Monitors the quality, accuracy and levels of service provided. Spot-check quality of work
• Provides leadership, guidance and develops a working climate that encourages and motivates employees
• Recognize and reward staff with above average performance. Coach and guide those with less than acceptable performance to maintain a consistent, quality staff
• Investigates problems, responds to complex inquiries from customers and other regarding operational and/or procedural questions
• Facilitate critical event resolutions that may have financial impact to the business
• Assist on projects and in writing work procedures
• Perform other duties and assume other responsibilities as needed
• Vocational / Technical certification in computer operations or equivalent background
• Minimum of two to four years related work experience
• Demonstrated ability to provide work direction and lead others
• Good verbal and written skills
• Support business funded change controls for Oracle Application modules Purchasing, Costing, Inventory, Bill of Material, E-Commerce Gateway, Oracle Service Contracts, Install Base, and Order Management, including answering user questions about features and functionality with the e-business suite and integration points
• Designs and delivers enhancements, to existing systems to meet business objectives in a manner that balances risk with performance and cost; and is consistent with established XIM strategies, architectures, standards, and policies
• Understand, recommend and implement set-ups, configurations, descriptive flex fields to support business functions in the Oracle e-business suite
• Utilizes business experience and skills to assess and advise on the practicability of alternatives, marrying up technical limitations with operational realities
• Development and execution of test cases for the above solutions
• Analyze design risks and provide mitigation options for requested change controls
• Identify priorities, implementation dependencies, risks and issue; provide solutions/recommendations to ensure smooth and successful change control delivery
• Collaborate with other team members in driving out change control requirements and system analysis
• Provide analytical assistance to the breakfix team as needed.
• Applies available standards, methods and tools in an intelligent and effective way, and produces a consistently high standard of documentation of both a technical and functional nature
• Provide both functional testing and technical assessment of Oracle’s Critical Patch Updates (CPU patches). If required, remediate custom code adversely affected by the patches
• 5+ years in a Business System Analyst role using the Oracle e-business suite - Purchasing, Costing, Inventory, Bill of Material, E-Commerce Gateway, Oracle Service Contracts, Install Base and Order Management
• Strong experience in business process problem solving, architecting vanilla Oracle solutions to solve business issues
• Experience with EDI and E-Commerce Gateway integration and EDI Standards
• Business area expertise and industry relevant certifications (APICS)
• Build, lead and manage effective and efficient reporting organization including standard processes, quality, controls and tools
• Accounts Payable process. (End to end)
• Previous management of AP helpdesk process will be an advantage
• Period End Close
• Exposure to Ariba will be an added advantage
• Accruals process
• Inter company processing-accounting and reconciliation
• Managing & measuring work
• Ability to handle pressure
• Very good finance and accounting skills
• Problem solving, analytical and data entry mastery
• Strong external and management reporting skills
• Strong mastery in working with AP and its multi-ERP environment
• Drive YB/GB training and certifications for the team
• Control team attrition by motivating individual team members
• Ensure silent running of the process
• Support and work on integrated helpdesk and payment models
• Knowledge retention and management
• DTP updation and completion on an ongoing basis
• Leverage Analytics to drive efficiency and effectiveness
• Ensure seemless completion of transition and stabilization of the process
• Career planning for internal promotions
• Ensure team members are encouraged to invest 40 hrs
• 100% compliance on WPS
• Indentify, drive and support client driven projects
• Supervises functional areas or department account leads on smaller sized or segment of larger accounts to ensure that business solution objectives are met
• Develops demand forecasts with account teams to assist functional areas or departments in planning and delivering end-to-end services
• Works with functional areas or departments to interpret and plan projects or workload forecasts. Identifies and oversees resolution of account specific service problems including prioritizing work requests
• Monitors and approves expenditures for accounts in line with the established policies and procedures. Oversees spending for adherence to budget, recommends variances as needed
• Works closely with management team, lines of service and clients to help manage complex relationships between delivery and consumer groups to ensure good client relations
• Partners and collaborates with functional areas or departments to integrate new, enhanced and existing service offerings for accounts
• Five or more years of support services, project, or program experience
• Experience working with the technology industry
• Experience working with company products and operating systems

VP, Cards Service Delivery Journey Analyst Resume Examples & Samples

• Partner with key stakeholders to deliver updated servicing communications based on customer and business needs, market trends, and customer insights
• Gain SME-level knowledge of current landscape for Cards Servicing Communications including: sending venues, variables, system capabilities, data inputs, etc
• Document specific requirements for each communication which will be leveraged to build out desired end state
• Partner with Communication Strategy and Development team and product teams to ensure strategy is executed cohesively across channels
• Ensure Service Delivery controls are closely followed and drive adherence to established governance processes      
• Demonstrated analytical skills and requirements documentation
• Customer centric focus to include Mobile First mindset
• Ability to quickly build networks and relationships
• Team player, with interpersonal skills and ability to collaborate and communicate across all levels
• Ability to synthesize complex and technical details

Director of Finance Enterprise Service Delivery Resume Examples & Samples

• Lead a team managing and partnering with the ES Delivery Domain leaders. This includes responsibility for managing the ES Delivery Domain performance through Close, Forecast, MYR and Planning including business analytics and influencing business direction
• Provide analytical insights to identify financial opportunities as the ES Delivery organization goes through transformation to a global organization including participating in Delivery strategy
• Support ES Delivery domain business teams with ad hoc analysis in support of both short and longer-term projects
• Distill and translate data into meaningful information for consumption at the CVP, VP, and CFO level. Anticipate questions and advise corrective actions based on strategic, operational, and financial insight
• Assume responsibility for the Domain P&L and manage P&L to ensure practice neutrality. Manage financial and non-financial Domain metrics (dashboard) and ensure key metrics like delivery utilization are within the target range
• Broker and drive discussions that ensures alignment between all the stakeholders, including Domain leaders, Corporate finance and Field controllers
• Build a team of strong individual contributors to partner across the WW Services finance and Enterprise Services Delivery business teams
• Develop continuous process excellence improvements and incorporate feedback into deliverables
• Ability to work in ambiguous environment under pressure while meeting key deadlines. Draw conclusions from loosely defined and multiple data sources and providing insight behind the data

Identity & Access Delivery Service Delivery Resume Examples & Samples

• Coordinates delivery of project milestones, ensures projects stay on target, escalating and identifying roadblocks
• Must be able to identify, analyze and address problems to resolve issues whenever possible in way that minimizes negative impact and risk to the organization
• Strong analytical skills/problem solving/conceptual thinking
• Must be comfortable in delivering messages across a wide spectrum of individuals having varying degrees of technical understanding
• Must have strong leadership skills and qualities which enable you to work with peers and various levels of management
• Prior Bank experience is desirable
• Ability to work with Technical and Non Technical business owners
• Assist with internal efficiencies projects and development

Manager, IM Service Delivery Resume Examples & Samples

• Ensure participation in Knowledge transition activities, Co-ordinate and strategize transition to BAU and ensure business readiness criteria have been met
• Provide inputs and contribute support for periods of ELS and Hypercare using ITIL framework
• Lessons Learned – Contribute towards creation and maintenance of Lesson learnt, Best practices, FAQ’s and knowledge artefacts from individual projects
• ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions. Certification may be required for some positions; see your mgr. for guidance
• XIM sponsored Negotiations and Strategy courses

Service Delivery Database, Unix, Tpam Analyst Resume Examples & Samples

• Implement Standardized GIDA support for Database Systems, Unix Servers, Middleware and TPAM support
• Implement Standardized Database policy as per Citigroup Information Security Standards (CISS) and Database Security Model (DSM) policy documents
• Design and development of Citigroup information security related solutions
• Testing and implementation of process automation tools
• Cooperate with project teams and Integration teams to exchange knowledge and experience
• Cooperate with CATE Solution development teams and help with implementation of automation solutions and troubleshooting
• Provide production support for existing processes and architectures
• Provide User ID administration for all User IDs including Functional IDs
• Provide 24 X 7 On-call Support as well as support for COB activities
• Work to be compliant with Citigroup policy
• Manage internal projects end-to-end and timely implementation
• RCSA, Audit, and Risk Analysis and support
• Additional tasks from manager
• Minimum 2 years experience performing ID administration on the UNIX, Database or TPAM platforms
• Experience in Risk Management, Compliance or Identify and Access Management preferred
• Good working knowledge of industry standard information security practices
• Candidate must have a proven track record of working in a global environment
• Candidate should be a self-starter with strong written and verbal communication skills
• The candidate will be required to be available for on-call support and remote work as deemed necessary
• Other duties not listed may be required from time to time
• Must have good negotiation and troubleshooting skills while possessing good verbal and written communication skills in English
• Enhance the customer support experience with excellent customer service skills, interpersonal skills and ability to set priorities and work under pressure
• Has to be innovative, creative and flexibly
• Ability to work well under stress
• A security related background or CISSP certification is a plus
• Knowledge of any databases, Operating Systems, Applications, and Mainframe will be a big plus
• Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Visio, MS Project)
• Knowledge of scripting languages: PL/SQL, T-SQL
• Appreciated as benefit programming languages knowledge: VB, JavaScript, HTML, Shell Scripts

Service Delivery Senior Specialist Resume Examples & Samples

• To be the region’s first point of contact and primary interface for the partners and stakeholders with regards to the GCSC service and changes. This includes, but is not exhaustive of, Product Management, L2, L3, Production Assurance, GIDA, CATE
• Oversee client escalations from the GCSC and 3rd party field, L2 and expert support teams
• Responsible for day to day management of the partner focusing on Daily/Weekly SLA adherence and taking action to address breaches to ensure that incident response times are met or exceeded
• Lead and contribute to operational tasks related to transition and transformation
• Implement solutions most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them
• Manage staff augmentation contracts and ensure they work seamlessly with the outsource vendor
• Apply broad and comprehensive understanding in multiple functional areas as well as underlying business principles
• Understands how own function integrates within the overall organization to contribute to achieving business objectives; requires a good working knowledge of the industry
• Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources
• Liaise with senior leaders of the business areas providing guidance and solutions; identifying enhancements pro-actively with a view to improving day-to-day productivity of the external vendor
• Take ownership of all GCSC related projects
• Responsible for compliance and regulatory controls for all security administration and process within the desktop environment
• Must have experience leading and developing teams that support operations
• Experience working with vendors management and service level management
• Proven history of managing change and implementing complex initiatives within a call centre or back-office production environment
• Service Desk Experience
• Working knowledge of business and technical environments
• Ability to influence others is key to successfully promoting change
• Ability to work with people across all levels of the organization (from customer service agents to senior management)
• Vendor and outsource service level management skill
• Analytics and Communications skills
• High level of technical ability, investigation and problem solving
• Excellent customer service orientation, interpersonal skills are a must
• Must have strong project management skills and attention to detail
• Key core competencies in all EUS products
• Ability to work across functions and reporting lines to drive and achieve results

VP of Service Delivery Health & Welfare Administration Resume Examples & Samples

• Overall responsibility for the delivery of Health & Welfare Administration of high-quality service and maintaining client satisfaction while managing budget to financial profitability
• Health and Welfare Domain Expert responsible for client-specific subject matter and overall HWA depth
• Manage a staff of 5 – 7 Service Delivery Managers and a portfolio of 10 – 15 HWA clients
• Coordinate, prepare and attend quarterly business review meetings; attend regular status meetings as required
• Review all out of scope change orders to ensure all updates meet requirements, pricing is appropriate and profitability margins are met
• Monitor client escalations and assist in plan for remediation
• Implement and maintain standard administrative procedure
• Review borrow/loan reports- goal to reduce non-administrative staff billable time to administration clients
• Review profitability reports - prepare and plan for increasing revenue and reducing expenses to boost overall client profitability
• Monitor open issues reports - review and prioritize to secure appropriate resources and drive resolution
• Strategize with client to implement new solutions through standard product development
• Maintain and post client account plans a review regularly with senior leadership
• Implement a remediation plan through to resolution for clients being reported on the Hot List or Critical Care with a goal of green status and referenceable
• Require strong technical, communication and management skills and extensive experience in managing the operations of a business
• Health & Welfare domain expert - minimum 7-10 yrs experience
• Client facing management experience, specifically for HWA clients
• Staff management and account management experience, ie, P&L, client satisfaction, growth, guiding and advising clients , open enrollment and managing staff responsible for delivery
• MS Excel, MS Word, MS Project,MS Access, Internet - required

EUC Business Operations Service Delivery Principal Resume Examples & Samples

• Collaborates with team members to provide guidance, insight and awareness into strategic and finance status to ensure a seamless understanding and unified approach to managing EUC efforts
• Understand and facilitate the integration of EUC and Sabre processes, people, and relevant technology, in order to identify, configure, and communicate useful information, and to provide practical business leadership to drive business decision making across the EUC group
• Oversees internal team management of monthly EUC spend and cost recovery
• Works with Finance to conduct hypothetical analysis reporting as well as spend and funding justification
• Responsible for all EUC related funding approval processes
• Develop analyses, projections, reports, and presentations; present information and guidance to leadership and team members to ensure seamless understanding of the EUC budget and stategy by all levels
• Create and analyze recurring (e.g. monthly, quarterly, and annual) operational and financial reports and ensures clear communication to EUC team members and key EUC team partners
• Define and enforce clear, measurable targets for operational and financial EUC metrics
• Share knowledge and expertise in order to develop future leaders and to drive improvements to methods, tools, and processes, building a culture of execution and excellence at Sabre
• Bachelor’s degree in business or IT field, MBA preferred
• Operational Oversight: Meets the suppliers regularly to review performance and progress and checks invoices from suppliers to establish whether they are valid
• Produces reports on defect/problem reporting data (e.g. data extracted from the configuration management system). Takes agreed actions relating to problem investigation and clearance within the allotted timescales
• Provides information and advice, such as reporting on achievement of targets for incident control, in line with service level agreements
• Analyses incidents and problems to show trends and potential problem areas, so that actions can be taken to minimize the occurrence of incidents and to improve the process of problem reporting, analysis and clearance. Assesses and reports the probable causes of incidents and consequences of existing problems and known defects
• Uses the facilities of the tools and systems available to monitor and report on regular activities which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity, etc. Understands the use of service delivery metrics. Monitors the levels of service achieved, keeping detailed and clear metrics, and records all deviations from service levels
• Uses sampling techniques, where appropriate, and statistical analysis to monitor irregular activities which are subject to SLA or OLA such as response times to service requests. Liaises with those responsible for problem management and/or incident management to analyze causes of deviation from expected achievement on a regular basis
• Initiates action to maintain or improve levels of service within area of authority, recognizing issues that need to be referred to higher levels of management
• Monitors progress of requests for support and ensures users and other interested parties are kept informed. Takes corrective action to avoid or minimize delays
• Outsourced role responsibilities
• Within own area of competence, provides correct responses to requests for support by means of, for example: Making system modifications, developing workarounds or site-specific enhancements, manipulating data, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers. Ensures all work is carried out and documented in accordance with required standards, methods and procedures
• Initiates speedy and permanent resolution to problems in systems and services, by coordinating the efforts of the resolution team or teams. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents
• Supervises all installation and maintenance work associated with the installation as a whole, including environmental and electrical services. Ensures that procedures are followed, particularly those relating to safety and security
• Conducts investigations of operational problems, makes proposals for improvement, and implements them when appropriate. Participates in reviews of systems performance, provides advice, and assists specialists or other system or service providers to plan details of amendments and upgrades to systems
• Assists with the maintenance of all service level management tools and processes
• Uses available software or specialist monitoring tools to maintain awareness and control of the hardware and software. Identifies and rectifies a broad range of operational exceptions and error conditions and deals sensibly and responsibly with unexpected or extraordinary events or incidents, as directed by Incident Management function. Where these actions necessitate modification, restriction or complete removal of resources or services available, communicates with users, specialists and others, using appropriate methods (e.g. single point of contact such as Service Desk), to inform and escalate if necessary
• Responds to enquiries by users, specialists or others and is able to deal effectively with a broad range of problems of moderate complexity, only escalating those which need specialist or management attention
• Initiates preventative measures, such as identifying and investigating suspect software and other components. Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. Monitors deviations from requirements of agreed internal and/or external levels of service, and takes appropriate action
• Strategy / Direction
• Creates and maintains a catalogue of all available services (Service Catalogue). Defines the mapping of services to clients/users to establish the structure of service level agreements (SLAs). Establishes, documents and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency
• Influences design and development of new and changed systems and services to optimize operational efficiency. Contributes to definition of associated standards and techniques. Recommends operational and maintenance acceptance of new systems and services
• Contributes to departmental policy, procedures and practices on matters such as security, health and safety, environmental controls, service facilities and media storage
• Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resource. Advises on policy and procedures covering the selection of suppliers, tendering and procurement
• Business Value/ Context
• Works with client/user representatives to determine service level requirements. Negotiates and agrees to service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security)
• Manages customer expectations and perceptions in order to optimize customer satisfaction. Works with customers to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and satisfaction surveys
• Obtains and manages budgets for the execution of third party contracts, taking responsibility for selling the products and/or services within own organization. Ensures invoices from suppliers are checked to establish whether they are valid, and authorizes payment
• Liaises with service level management, in the specification of services, identification and choice of suppliers and negotiation of contracts and changes to contracts, service levels and specifications with end user management and suppliers. Either has sole responsibility for small contracts which are not mission critical or is one of a team handling larger or more important contracts
• Regularly reviews Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that they are in line with SLA targets. Liaises regularly with service providers and customers to review and improve performance against SLA. Reviews SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of service provider and user management
• Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, Information Security Risk Assessments, Segregation of Duty, adhoc audit requirements, etc…). Liaises with those responsible for problem management in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service. Initiates action to maintain or improve levels of service, referring issues to higher levels of management as required
• Monitors levels of service achieved, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs, and initiates appropriate action involving other service management functions as necessary
• Monitors the effectiveness of all service level management tools and processes in use. Recommends and justifies the purchase of new or upgraded tools and processes
• Ensures that regular meetings to review performance and progress take place with suppliers
• Develops contracts for the supply of products and/or services, ensuring that each contract underpins the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met
• Is fully responsible, or leader of a team, for the liaison between the customer and the supplier organizations, owning the relationship on behalf of the customer organization, and enabling all communications to take place effectively and efficiently. Is the first point of escalation for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict
• Ensures that users in own organization are aware of the terms and conditions of contracts, and deal appropriately with suppliers. Facilitates good communications between suppliers and users within own organization
• Ensures that quantitative and qualitative data is collected and analyzed to monitor the suppliers performance against agreed service levels, publishes the results, and initiates actions based on results. Ensures proper monitoring of the contracts and recommends actions, including the enforcement of any penalty clauses, to bring contracts back into line or to terminate them
• Maintains agreed statistics for quality assurance purposes to assess the ongoing success and effectiveness of the process

CFS Service Delivery Resume Examples & Samples

• Working closely with both internal and external teams and vendors to guarantee continuous infrastructure availability
• Delivery on Service Level Agreements and maintaining solution performance and operation for all software defined infrastructure services
• Ensuring availability of Applications, related Databases and access
• Liaise with CFS development teams regularly
• Liaise with various other Technology teams when necessary
• Understand and follow correct escalation procedures
• Perform Release Management activities - Build/Test/Deploy of application code, Database, etc
• 7+ years experience as Linux Systems Administrator
• Proficient in multiple infrastructure disciplines and functions
• Proficient in scripting, preferred Perl and Python
• Familiar with one of the configuration management tools (Puppet, CHEF)
• Experienced with Continuous Integration tools like Jenkins
• Experienced with SQL Database
• Experienced in Java application support
• Experience with source control management systems and continuous integration/deployment environments
• Experience with automated testing
• Experience with debugging, performance profiling and optimization
• Comprehensive understanding of object-oriented and service-oriented application development techniques and theories
• Experience working across large infrastructure environments and distributed across multiple data centers
• Communication Skills - ability to explain/understand relevant issues
• Telephone Skills - polite mannerism/informative/helpful
• Problem Solving Skills - natural inclination towards problem resolution
• Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations
• Industry Understanding - previous experience of Investment Banking industry preferable
• Teamwork and co-operation - Ability to gel and work in a team oriented environment
• Initiative - ability to think proactively

Audit Manager General, Service Delivery Audit Resume Examples & Samples

• Minimum of seven years proven and progressive audit, business, and/or accounting experience or equivalent
• Minimum of a Bachelor’s/Master’s degree in business, accounting, finance and related field
• Professional certification (s) preferred
• Ability to work with a diverse group of individuals at all levels
• Strong managerial, written and verbal communication skills, analytical, problem-solving, organizational, decision-making and interpersonal skills
• Ability to exercise discretion, work independently within broad guidelines, tactfully handle sensitive and confidential data and complete assignments timely
• Proficiency with personal computers as well as pertinent mainframe systems and software packages

Digital Service Delivery Account Manager Resume Examples & Samples

• In this role you will
• 4+ years relevant business to business service/relationship management experience
• Solid understanding of financial terminology and customer’s profitability
• 2+ years relevant hosting experience
• Bachelor’s degree in related field
• Uses professional concepts as a seasoned experienced account manager with a full understanding of industry practices and company policies and procedures
• Expected to be constantly seeking opportunities to drive change and development to products, the team and processes
• Advanced Knowledge of servers/computer hardware and software a plus – or an aptitude and desire to expand technical knowledge
• Knowledge and/or certifications in the following: ITIL or Project Management

GM F&a-service Delivery Resume Examples & Samples

• You with CA/ICWAI / MBA from Tier-1 institutes would be given preference
• Prior Exposure in having implement ERP or oracle tools in F&A environment
• Should have in-depth knowledge of managing F&A operations metrics
• Analytical and numerical ability
• Proven Presentation and communication skills with flexibility in work hours
• 13+Years of experience in F&A service Delivery in a third party environment

Service Delivery Team Supervisor Resume Examples & Samples

• Manage a group of ~8 stock plan administrators who are responsible for supporting the daily administration and service delivery functions of Morgan Stanley Global Stock Plan Services clients
• Manages staff and is involved in all aspects including recruiting, training, professional development, and HR related matters
• Become an expert in the GSPS applications using all available resources
• Provide training, and guidance for day to day service delivery ; assist staff’s ability to effectively interface with corporate clients on a daily basis
• Develop and implement procedures to ensure service delivery standards are consistently met in accordance with service level commitments
• Partner with other supervisors, Client Managers, and Implementation to coordinate solutions for client issues and questions; deliver solutions that are acceptable to the clients and to the business minimizing manual and “out of the box” procedures
• Support testing of new GSPS applications and functionality when appropriate
• 7+ Years’ experience working in Equity Compensation, whether as a Corporate client or in a vendor service organization
• Direct experience managing or as a key contributor of a client facing service delivery team
• 4 Year college degree
• Level 1 CEP preferred
• Organizational skills with excellent attention to detail
• Client management skills; desire to be in a service business focused on the client’s needs
• People skills, approachable and people focused management style
• Ability to collaborate with management, department supervisors and functional teams across GSPS
• Ability to multi task and manage multiple initiatives while maintaining control over day to day administration function
• Ability to work in a fast paced environment and meet tight deadlines

Director of Service Delivery Resume Examples & Samples

• Providing demand management, project management, business analysis and transition management
• Partnering with Enterprise and Solutions Architecture and Strategy teams to determine application roadmaps, standards and enterprise architecture fit
• Working with Application and Infrastructure Engineering teams to design, architect and build the solutions
• Providing analysis and support for incident and problem management and resolution
• Managing overall portfolio investment levels
• Monitoring and measuring the quality of the solutions delivered
• Monitors and manages program/project baseline to ensure activities are occurring as planned - scope, budget and schedule – manages variances
• Anticipates problems before they occur; defines the problem or risk; identifies possible causes; works with team to identify solutions; selects and implements most appropriate solution
• Ability to balance both the "science" of how to perform program/project management and the "art" of program/project management, which is learned through experience and skill training/application
• Demonstrate business analytics to manage and meet sponsor and customer needs
• Service Delivery Manager is expected to act independently to deliver program/project to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
• Service Delivery Manager leads program/project teams consisting of cross functional, global, and virtual groups; directly supervises staff; assigns responsibility to members; monitors progress
• Service Delivery Manager coaches, mentors and supports less experienced program/project managers
• Experience across packaged and bespoke systems and infrastructure, ideally on an international basis
• Strong communication and interpersonal skills (includes negotiation)
• Extensive experience in program/project management

Service Delivery Apprenticeship Resume Examples & Samples

• Organisational skills with the ability to prioritise work effectively and manage multiple tasks in a fast paced environment
• Ability to work calmly under pressure and successfully meet deadlines
• Ability to take a flexible approach to providing excellent service delivery
• Interpersonal skills and the ability to work effectively in a team environment but also be comfortable in working alone, using their own initiative
• Communication skills, both written and verbal as the role requires the candidate to regularly communicate with colleagues from different levels of seniority
• Demonstrate experience of working in a team environment
• Proactive, co-operative and enthusiastic approach to responsibilities with an ability to make decisions
• Use of initiative to identify process gaps and create activity to address these
• Computer literacy with experience using Microsoft Office including Excel, Powerpoint and Access
• High level of confidentiality

Application Service Delivery Professional Markets Resume Examples & Samples

• Production Support experience in a high availability environment
• Team leading experience (not necessarily management)
• Exposure to UNIX scripting / programming
• Ability to lead and influence
• Ability to follow process and procedures

Application Service Delivery Resume Examples & Samples

• Ability to quickly and effectively establish strong relationships across internal CIO organization, CTO/TI partners and with other enterprise project leaders. Experience compiling standard project management practices and reporting routines
• Must have an understanding of the bank’s infrastructure/architecture roadmap and an ability to recommend and institute process improvements
• Strong and succinct communication skills for a wide, diverse audience (from very senior to junior and business-centric to technical resources). Must be a self-starter, organized and able to manage multiple project priorities. Experience working in heavily matrixed organizations and distributed teams, including offshore partners
• Background managing technology projects
• Solid MS Office skills, including Excel and PowerPoint. PMP certification desired

Service Delivery Systems Operations Manager Resume Examples & Samples

• Provide direction, development and leadership to your team
• Ensure that systems, processes, and methodologies are specified to ensure effective monitoring, control, and support of service delivery
• Works with individual process owners and managers to identify issues, performance levels and potential improvements
• Deliver a high level of customer service through a positive customer-focused attitude
• Maintains relationships with technical team and HR business partners
• Bachelor’s degree required in the related field
• 5 years of management experience
• 5-10 years of service delivery experience
• Creative and innovative, able to translate industry best practices in to transformational corporate technology solutions
• Strong interpersonal and negotiating skills with the ability to take initiative and work independently
• Understanding of Software Development Lifecycle (SDLC) and Project Lifecycle
• Deep understanding of Information Architecture and content management best practices
• Experience in a shared services environment preferred

Desktop Service Delivery Resume Examples & Samples

• Check in and out of retails stores upon arrival and departure
• Verify settings on Cyberex via hyper address
• Perform preventive maintenance on scheduled equipment
• Close ServiceNow tickets related to problems and preventive maintenance
• Exceptional customer service skills and representation
• Ability to work flexible shifts and adapt to changing work schedules
• A+ CompTIA technical certification

Service Delivery Center Specialist Resume Examples & Samples

• Managing effective workforce administration, employee lifecycle and exit administration
• Providing active support for Switzerland/EMEA employees, managers and HR departments in personnel administration processes
• Conducting transactions in accordance with the procedures and regulations for the country, with the highest standards of time and quality under the contract with the customer
• Provides answers, solutions and recommendations for inquires related to HR processes/procedures by utilizing solutions provided by HR SMEs
• Input, update and maintain all HR related data via HR System in a timely manner
• Assist in identifying areas to improve communications and efficiency of operations and implementing changes
• Solid attention to detail combined with successful time management and prioritization skills
• Very good communication skills and ability to work in a team
• Self-motivation, ability to prioritize tasks and work to meet tight deadlines

Group Finance Lead-business Service Delivery Resume Examples & Samples

• Bridge KraftHeinz strategies/objectives with key internal stakeholders (i.e. – Business Units, Customer Supply Chain, Sales) to drive profitable growth through Order-to-Cash processes - $22B+ in revenue is handled through this function
• Facilitate Planning and execution with the 3P, Sales, Finance and Operations to support customer business processes
• Champion KHC MBO’s and lead necessary operation/ customer business process strategies and supply chain interactions to improve performance delivery, cost effectiveness, and service excellence. Identify strategic opportunities and execution of agreed upon deliverables and leverage appropriate resources to formulate mitigation strategies
• Manage internal/external customer initiatives to identify/implement streamlined customer business processes that improve service, drive efficiency and reduce cost across the OTC cycle/ Supply Chain
• Develop and leverage effective relationships with the 3P and key internal stakeholders in leading and influencing the successful interpretation of customer supply chain needs and the execution of initiatives to improve service and drive down costs
• Develop the capabilities of the 3P in achieving organizational MBO’s by defining service requirements, providing linkage and governance, and providing appropriate and ongoing feedback
• Provide Customer Service Subject Matter Expertise to ensure consistency and sustainability of OTC processes
• Direct the development of and provide input for the content of customer communication materials such as quarterly performance reviews and policy/ program changes
• Participate in the planning, development, and oversight of ZBB budget worth over $30MM in annual spending
• Partner with Kraft and 3P Financial controls to ensure all financial accounting policies are executed in compliance with internal standards/ expectations and audit controls

Service Delivery & Operations Resume Examples & Samples

• Advanced Technical Support for Event and Incident Management
• Global troubleshooting to provide event and incident response and restoration
• Maintains System access to participate in troubleshooting efforts
• Review and support Break/Fix changes to and from vendor
• Post incident follow up actions
• Ensuring global consistency through the use of repeatable NSIM processes, procedures and roles
• Maintaining stability in the network as changes are introduced and executed
• Follows documented Network Center standards and procedures
• Develop and/or maintain necessary incident management communication
• Answers incoming problem calls from customers and internal sites and engages necessary resources to resolve associated tickets
• Ability to manage client escalations and negotiate resolution
• Follow and enhance existing process and procedures
• Expected to quickly become familiar with existing infrastructure and be able to rapidly respond to service impacting outages
• Contribute on Network Services projects, specific to Operations, under the direction of the Technical Analyst Manager
• Experience in NOC or relevant customer service skills
• Experience with ITSM Remedy
• 2 – 3 years working experience working with F5 Networks – GTM, 3DNS, LTM and BIGIP Load balancers
• 1 – 2 years experience working with Radware/FireEye
• 1 – 3 years experience working with Proxies (Bluecoat, NetAPP and Sun and proxy infrastructure)
• 1 – 3 years experience working knowledge of DNS, DHCP,QIP, BIND, HTTP, and TCP/IP
• Experience working with Linux
• 1- 2 years of in-depth hands on troubleshooting experience within the Security Core Technologies, including low level design and engineering
• Knowledge of troubleshooting using Sniffers, TCP Dump, Splunk and Wireshark
• Functional understanding of networked applications requiring application traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, ANYCAST services, and others
• B.S. degree in Computer Science, Engineering, Business, or equivalent preferred
• CCNA is preferred
• Excellent oral and written communication. – Must be able to communicate at all organizational levels
• Strong analytical skills. – Must be able to think outside the box
• Leadership skills during technical troubleshooting triages

AP Coordinator of NA Service Delivery Operations Resume Examples & Samples

• Work daily with our outsourced AP provider (IBM) to give guidance on AP processing and open issues
• Work internally with all levels of the organization to address IBM roadblocks, through resolution
• Audit outsourced activities such as vendor maintenance, third party compliance, delegation of authority, payments, ACL reporting
• Handle all Level 3 (escalated) help desk issues. Ensure suppliers’ and internal customers’ needs are met timely
• Meet with businesses (buyers, sourcing, management, and accounting) and address their concerns and ensure that any IBM issues are addressed and that AP is meeting their business needs
• Perform any AP function in-house that is related to DOD (Department of Defense) work
• 2 year college degree

Senior Director, Global Service Delivery Resume Examples & Samples

• BA/BS in an appropriate field is required and MBA is a plus
• Qualified candidates should have at least 15 years managerial experience in a Customer Support environment, ideally with 5 years of these as the operational leader of a customer contact center and at Sr. Management level
• Experience delivering strategic solutions for a very diverse customer base
• Experience leading in a in a global environment
• Proven ability to drive consistency in leadership, policies and processes across multiple operational units is a must
• A global business perspective
• Strong operational and management background with the proven ability to lead multiple locations
• Excellent verbal and written communication, presentation and negotiation skills in a multinational Sales environment
• Excellent Problem Solving and Decision Making Skills
• Ability to develop strong professional relationships and to influence peers, managers, business unit leaders and other teams
• Strong leadership, motivation and people skills
• This position will require International Travel

Markets Tokyo Service Delivery Resume Examples & Samples

• Act as the first-level client advocate and coordinator with all Markets and other functional departments and related BNYM entities that deliver services to each of the incumbent s assigned clients while also balancing the interests and requirements of the firm
• Understand the team goals and the requirements from the management
• Work closely and cooperate with managers to accomplish the team goals
• Assist managers in assuring internal policies and procedures and external regulations, at times across multiple countries, are adhered to along with acting as management back up in their absence
• Provide his/her gained skill and knowledge to development and act as fist escalation point to more junior Service Delivery members
• Monitor procedure effectiveness, report deficiencies and recommend enhancement solutions
• Conduct analyses and research for internal reports as required. Uses good judgment to mitigate risk
• At times performs actual service delivery functions
• Under the guidance of the Service Delivery Manager s/he may be required to organize, participate and occasionally lead autonomously regular Operational Service calls with the other Markets Service Delivery managers in other regions
• Be familiar with all aspects of at least one complex Markets product and be able to interact independently with Credit, Risk, Product Management, IT, Relationship Management, and Tokyo Business Manager on the service delivery of the relevant product
• Serves as a role model for company values
• Bachelor s Degree or equivalent. College Degree in Financial related subject preferred
• 5 to 7 years related securities servicing industry experience including at least 1 year of capital markets related experience in assigned product(s)
• 7+ years’ related securities servicing industry experience including at least 3 years of capital markets and assigned product(s) experience and knowledge of the securities industry clients preferable
• Strong client, organizational, analytical and execution skills
• Team player with positive attitudes
• Active communicator with clients/prospects
• Strong communication skills to build good relationships with managers, team members, colleagues and various related teams, etc
• Strong presentation, administrative, and computing skills
• Demonstrated ability to lead colleagues to deliver service accurately and on time

AVP, Service Delivery Digital Operations Resume Examples & Samples

• To achieve individual goals & targets & service levels of Team Manager, Customer Service Centre and Quality Assurance
• Adept at handling/ leading both Processing Centre and Contact Centre Operations
• To develop team members in meeting individual & team service standards, campaign targets
• To adhere to professional standards behaviour & conduct in dealing with customers & fellow staff
• To proactively identify opportunities to improve the service performance
• To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Team Productivity, Cost per transaction (CPT) & Quality Processing
• Manage, supervise, motivate, and train team members to build up an efficient, knowledgeable and professional digital service/relationship team
• Implement new processes / initiatives on pan India level and on a local level, which will either help in improving the customer engagement & processing capability or enhance regulatory compliance
• Nurturing talent in the team members
• Ensure all activities related to KYC and processing is adhered with respect to bank guidelines and completed within agreed SLA/TAT
• Regulatory process and guidelines are adhered to as per defined guidelines by L&C and RBI
• To ensure onboarding training, referesher course and LMS training are executed and completed within the timelines with pass percentage
• To ensure that block leaves are planned and availed as per the arrangements
• To enusre that key KPI & Metrics are adhered to at all times and exceptions to be monitored and highlighted immediately
• To produce team performance metrics and also CSR scorecards on monthly basis
• To provide constructive feedback on call volume forecasting and scheduling
• Cross Functional Collaboration between Processing Centre & Contact Centre Operations
• Obtain minimum satisfactory audit rating for the team
• To be able to manage insource and outsource staff effectively
• Experience in running 24x7 contact centre operations or banking operations managing large teams of at least 10 members directly
• Sound knowledge of KYC, AML and Account services guidelines
• Demonstrated track record in managing and leading CS or Operations team

Service Delivery Resume Examples & Samples

• Monitoring Role: A 24x7 application monitoring service to proactively assess problems before the customer has to report them
• Response Role: System information, contact information and processes in place to coordinate the necessary IT response to system problems. The CAP team works closely with the Incident manager and assists and/or leads the efforts to respond to incidents. They may serve as the principle facilitator, mediator during the outage. They serve as the note taker and report writer for major incidents
• Prevention Role: Coordinate necessary changes in system information, contact information and existing processes to prevent recurrence of problems
• Service Improvement Role: The CAP acts as the principle facilitator, mediator, note taker, and report writer when Incident/Problem reviews are conducted
• Will disseminate and respond to major incidents according to response/communication plans provided by CIT/CSS. Response to monitor alarms will be performed according to monitoring plans negotiated between CIT/CSS and the application service provider. Will assist in establishing, documenting, and maintaining these plans under the guidance of federal leadership
• Document and turnaround draft Incident/Problem review reports for review by management and customer
• Network Services: TCP/IP and other standard internet protocols, Websense Proxy Server, DNS, firewalls, Internet, Internet II, LAN, Videocast, 802.11 Wireless, IPv6, Secure Shell (SSH), Telnet, Cisco Virtual Private Network (VPN)
• IT Security: Security problems include hoaxes, malicious attacks, and viruses. Also includes a knowledge of PKI, encryption, digital signatures and the use of Smartcards (PIV). BDS Secure File Transfer
• Telecommunications: Octel voicemail systems, ISDN telephones, VOIP technology (Cisco and Microsoft Lync)
• Email (messaging): email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
• Strong analytical, estimating and problem solving skills
• Excellent communication, interpersonal and collaboration skills
• Ability to present and explain technical information to diverse audiences
• Ability to be flexible, adaptable and learn new concepts quickly
• Ability to work effectively in a team environment with aggressive deadlines and multiple priorities
• Demonstrated understanding of ITIL processes, operations and procedures
• Experience with processes involving problem identification, recovery, escalation and resolution
• Able to function well in a fast-paced and adaptive environment
• Scientific Information Systems: UNIX-based ALW and Helix systems, Porpoise and Web of Science citation and literature searching services. Knowledge of UNIX and high performance computing systems
• Enterprise Systems: Plumtree's portal, ORACLE Financials, PeopleSoft, , Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
• High school diploma or equivalent and 3 ? 5 years of prior relevant experience

Service Delivery Senior Project Manager Resume Examples & Samples

• Help drive National level projects, under specific programs, to completion with project skill set and critical thinking. Examples will be operational projects that deal with implementation of
• Clinical devices across Care Delivery Organizations (CDO)
• Work w/ internal and external stakeholders to deliver on the adoption of a clinical application across Care Delivery Organizations. The projects may include all SDLC phases or just the implementation phase
• Planning for each initiatives, getting buy ins from stakeholders, create project plan with CDO team's input, understand what milestones are needed to be completed, proactively look out for risks, escalate as needed, use power of persuasion and sound judgment to create consensus among stakeholders
• Ability to plan out an initiative from inception to completion
• Ability to work with and drive the CDO project team as well
• Understand the operational project level details and come up with project plan details
• Create and own the project activities and tasks related to Initiatives
• Operational Project management and implementation at national level
• Communicate current and accurate status of project to all levels of management
• Develop and maintain project management-type artifacts such as project plans, risk/issue log, status reports, communication plans, RACI, etc. to support project
• Collaborate and negotiate with project teams to manage scope, resources, budget, and timelines to achieve business objectives
• 4-6 years of Project Management experience
• 4-6 years MS Project, Access, Word, Excel, PowerPoint, SharePoint, and Visio
• Strong communication skills and confidence delivering presentation to management
• Demonstrated ability to exercise good judgment
• Ability to prioritize tasks, multi-task, and solve problems under tight deadlines
• Previous experience in successfully delivering on Operational projects in a matrix environment
• Good understanding of how Scope, Resource, Budget, Quality and Time impacts a project and be able to proactively manage them along with identifying Risks and putting in mitigation steps
• Documentation experience is needed including project plan, business requirements, SOPs etc
• Comfortable with report outs and presentation to management
• Knows how to create different levels of status reports with varying appropriate details
• 10-15% Domestic Travel
• Undergraduate degree and/or 4-6 years of Project Management experience
• Experience in Risk Adjustment
• Intermediate Access and Excel skills
• Experience and knowledge of health and medical data
• Experience in handling data
• Familiarity with government pay for performance programs
• Six Sigma/PMP certification and/or exposure
• Ability to build strong relationships across a variety of stakeholders
• MBA/ MS or Bachelor’s Degree with relevant experience
• At least 15 years of operations experience at an ITeS, BPO or Internet services & online business with deep industry expertise in service delivery and outsourcing
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Experience with socializing and presenting analysis, proposals and strategies to organizational leaders with a demonstrated affinity for metrics
• Demonstrated success in building operations teams in customer service
• Strong analytical and problem solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members
• Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing and business development teams
• Strong track record of cross-functional leadership, general management capabilities. Experience with a matrix driven organization
• Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with agile mind set and can-do attitude
• Charismatic leader and successful people manager with the highest level of integrity, and potential to grow further beyond this role as part of Google’s internal talent pipeline for Senior Leadership
• Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives
• Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects
• Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders
• Data driven with a keen eye for detail – proactive identification of failure points/ risks and develop action/ mitigation plans
• Ownership & accountable – for the team performance (SLAs and KPIs)

Service Delivery Project Lead-remote Within the Resume Examples & Samples

• Lead projects within the CT COE, including on-boarding of ACS IoT projects into Connected Technologies Digital Operations utilizing standard PM processes
• Scope, schedule, budget and resource management to ensure successful project execution
• Project-level Risk and Opportunity Management
• Project-level Change Management
• Project-level Milestone establishment, status, and schedule impact analysis
• Project closure and financial reporting
• Work with SMEs, Analysts and other Project Managers/ Engineers as needed to resolve resource disconnects
• Establish and execute an effective communication plan that keeps leadership appraised of each project’s status, as well as impact to portfolio metrics and business case
• Preparing and presenting project reviews, as required based on project size / portfolio complexity
• Global responsibilities may require off hour meetings and activities periodically
• Bachelor’s Degree in Engineering, Science, or Business related discipline
• Minimum of 5 years + experience of Project Management experience
• Minimum of 3 years + experience working with and supporting virtual teams
• Minimum of 5 years + experience managing IT Service transitions
• Strong written and verbal communication skills, including presentation skills, with an ability to quickly identify the critical issues and positively influence others in a rapidly changing environment
• Ability to lead teams, resolve conflicting requirements and drive critical projects to successful, timely completion
• Ability to work with cross-functional engineers (integration, verification, software, systems) when needed
• Able to work independently with minimal direction, including multi-tasking to keep commitments
• Have a basic understanding of test architectures, processes, and procedures
• PMP or other similar certification desired
• Understanding of Agile project methodologies desired
• Green Belt Certification desired
• In-depth working knowledge of Excel, PowerPoint, Outlook, MS Project, and SharePoint

Service Delivery Portfolio Manager Resume Examples & Samples

• Manage the day to day Service Delivery operations and act as interface between Delivery and the client account Program Manager and Project Managers
• Achieve contract SLAs and agreed SLOs
• Achieve agreed Account satisfaction targets; participate in the Account Satisfaction process to drive improvements in service quality
• Assist clients in the achievement of their key business imperative
• Follow standard Service Management processes and adopt tools as appropriate
• Contribute to GL target for the client account
• Manage Account Cost to agreed plan and implement Productivity Improvement initiatives
• Assist in the identification of business growth opportunities
• Manage incidents as key success factor. Ensure adequate communication with client and GL in any major incident. Perform "Exec Alerts" as defined
• Manage problems and changes according to contracted SLAs/SLOs, ensure sound RCA to avoid repeated occurrences
• Develop and drive Service improvements based on RCAs, trends and client inputs
• Fulfill process requirements and avoid unauthorized change execution
• Manage Account Compliance
• Ensure day-to-day service operations communications are delivered to the client
• Provide leadership and direction to the Service Delivery teams involved in service delivery
• Develop and present client reports
• Support Account planning/strategy
• Support Proposal development for account including qualification of new business opportunities
• Continually identify ways to reduce costs, enhance service and process quality
• Monitor and manage service delivery performance of Subcontractor/third party
• Provide input to and help deliver transition plans
• Own Disaster Recover plan if applicable
• Support the GL in the management of contract change and service related issues
• Provide appropriate account specific information to service suppliers
• Attend joint agreed GFTS/business/Project team meetings, as appropriate
• Provide/manage continuous improvement of all services provided and identify alternatives/options to these services
• Support accurate asset management accounting and control
• Participate in a Service Management 24x7 on-call
• Bachelor's Degree or 8+ years experience in Service Management
• Excellent Communication Skills both: written and oral
• Black Belt in Six Sigma Highly Preferred
• Demonstrated IT Service Delivery Management experience in a senior position handling multiple projects and programs
• Exceptional Dashboard and KPI Reporting
• PMP Certification/Scrum Master Highly Preferred
• ITIL V3 certified (preferably Expert level)
• 8 years + Service Management
• Total ownership of customer relationships, escalations and service delivery functions for a designated geography
• Focal point for all service related matters as well as being access point for non-service related issues
• Attend regular customer service meetings representing GE delivering Service reports in line with contractual obligations with key customers
• Delivery customer service reports in line with contractual obligations
• Responsible for all customer generated service requests from production to closure
• Work with service support teams and Managers from a strategic level to ensure 1st class service delivery is achieved using feedback from customer and reporting cycles
• Build solid customer relationships gaining trust and respect through delivery of contractual commitments
• Bachelor’s degree and some leadership experience in management or individual leadership role or equivalent knowledge and experience (defined as High School Diploma/GED and proven progressive experience with leadership experience direct or indirect or technical leadership experience.)
• Willingness to travel within your specified geographic region
• Prior service delivery or field service experience
• Strong customer facing skills and delivery of results
• Proven ability to influence and drive change through exceptional written and verbal communication skills
• Proven ability to effectively communicate across a distributed workforce
• Graduate in E&TC or Computer Engg or IT or any other equivalent domains
• Project management
• Any additional certifications specifically in areas of IP/MPLS/Voice/Microwave/Transmission
• Trouble shooting/guiding skills
• Experience in Service delivery operation and project management in telecommunication or in similar domain
• Multiple Team coordination
• Excellent knowledge in OSS and BSS tools
• Service delivery operations in Feasibility, OSP, Planning, Config, Testing , Billing , etc
• Min 8-12 years’ experience in Telecommunications /similar domain
• Experience in handling of Telecommunications Product Service Delivery Operations
• -------------------------

Director, Payroll Service Delivery Resume Examples & Samples

• Provides oversight and direction to the regional payroll team(s) to ensure the timely and accurate processing of payroll in alignment with global strategy and standards, compliance and quality
• Establish short and long term goals for the payroll team providing guidance and direction to staff. Foster an environment for career development and ensure performance assessments align with established goals
• Partner with business leads, the HR function and HR Shared Services on incident/problem management to ensure solutions are in compliance with business needs and integrated process remains intact
• Partner with HR to ensure that the collective bargaining agreement between the organization and the AFL-CIO is upheld
• Execute approved regional payroll project roadmap and ensure project deliverables are completed on time by following established procedures and schedules and managing resources efficiently
• Manages payroll vendor relationships at the regional level to ensure adherence to Service Level Agreements (SLA’s). Work closely with payroll vendors to implement upgrades, new processes and/or change existing processes as well as to maintain current processes
• Stay abreast of industry trends, including new functionality. Remain proactive on providing direction, making recommendations and establishing proposals for enhancing efficiency. Ensure recommended enhancements and changes are in compliance with Sarbanes Oxley, government regulations, and corporate validation processes
• Track, analyze and report regional Payroll Shared Services established metrics. Utilize metrics data to drive process effectiveness and adherence to SLAs
• Minimum of a Bachelor's degree (or equivalent) and a minimum of 8 years of experience. However, a combination of experience and/or education will be taken into consideration
• Prefer expert knowledge of ADP or other payroll systems as well as other related 3rd party vendors. Working knowledge of payroll, timekeeping, general ledger, HR information systems and customer case management tools is beneficial to the success of the payroll service delivery team. Microsoft Office products (including Power Point and Excel) is necessary along with a sound knowledge of US GAAP
• Must possess excellent analytical & problem resolution skills. Must possess strong interpersonal skills, and clear oral and written communication skills with the ability to interact effectively with all levels of management. Must possess superior management skills, a strong work ethic, consensus gathering skills and organizational skills. Must have the ability to motivate others (team building) to perform at peak levels with the ability to enhance the organization’s capabilities through effective management of resources and skills. Must be flexible to adapt to a dynamic and changing environment. Must be able to project a professional image, a discreet work manner and possess a high level of confidentiality
• Position functions semi-autonomously. Position directly supervises the Payroll Manager and their staff. Must be able to carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing concerns and resolving problems
• CPP preferred, but not required
• Ability to read and interpret complex business and/or technical documents. Ability to write comprehensive reports and detailed business correspondence. Ability to work with managers, directors, function heads and officers of the company with excellent communicate communication skills. Ability to present to audiences across the organization
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs. Ability to develop and interpret logic statements. Ability to develop formula type mathematical expressions
• Ability to solve problems with complex variables through non-standardized solutions that require independent judgment and analysis. Ability to draw inferences and use deductive reasoning with no prescribed procedures to solve complex problems
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties
• Typically sitting at a desk or table. May be required to stand; walk; stoop; bend; kneel; and climb steps. May require use of hands and use of arms. Light lifting requirements
• The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties

Service Delivery Executive Resume Examples & Samples

• Bachelors degree (or equivalent) required, MBA or equivalent degree required from accredited university preferred
• 5-10 years in IT/SW industry or relevant functional experience
• 2+ years SAP experience
• Relevant experience in at least 2 functional areas (e.g. service, product management,sales, services, …) is a strong plus
• Capability to talk to all level of management internally as externally
• Networking / Managing Relationships strength
• Experienced in incident, problem, capacity, change
• Experienced in working in an influential role and building stakeholder relationships
• Experience in managing vendor and supplier relationships
• Experience in working in Asia Pacific liaising and communicating at all levels across the region
• Strong communicator able to create and maintain people relationships

Process Expert Service Delivery Resume Examples & Samples

• Centralized business process governance
• Analysis of business requirements and the identification of process improvement opportunities, aligned with business KPIs, which can be delivered via the Mercury solution
• Effective governance and management of the Mercury control framework
• Responsible for design and documentation of functional requirements
• May be called to lead projects across functional and technical areas
• Communications/Training/Documentation
• Provide guidance and analytical expertise on enhancement requests raised by working communities. Recommend other system and/or process changes to senior management
• Participate in the selection, development, monitoring of, performance management and overall improvement of several process team members
• 8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP SD
• Knowledge of SD integration with SAP PS and SAP CPM very beneficial
• Knowledge of SAP functionality specifically in the areas of SAP SD
• Knowledge of integration with SAP PS and SAP CPM
• Build and maintain the current operating system image(s) based on stringent customer requirements using the Dell KACE K2000 Deployment Appliance
• Develop and automate solutions to complex business problems using advanced scripting techniques
• Identify, evaluate, and deploy operating system and third party application patches using standardized ITIL change management processes
• Prepare application packages using Windows Installer technology for unattended distribution to enterprise systems
• Improve existing standards and operational processes over time while incorporating new features and capabilities of Dell KACE as they are released
• Assist in the support and maintenance of the Dell KACE K1000 Systems Management Appliance infrastructure
• Continuously work to develop collaboration between Dell Services and the customers organization to provide an exceptional customer experience

VP Global Service Delivery Resume Examples & Samples

• Broadridge has strong positions in large and attractive markets with lots of room to grow. It holds leading positions in many of its businesses, which participate in the broader $100 billion-plus capital markets technology and services market
• The company has a balanced and diverse revenue base across four primary business lines: 1) Bank/Broker-Dealer Communications, 2) Mutual Funds and Retirement, 3) Corporate Issuers, and 4) Bank/Broker-Dealer Technology and Operations. This gives Broadridge both unusual resiliency, as shown by its performance in the recent economic crisis, as well as an excellent platform for growth
• Broadridge is growing across all four business lines by demonstrating its strong market positions and relationships; its unique network that connects investors, brokers, mutual funds and public companies; and its strong brand/service reputation. Broadridge's clients trust it with unparalleled critical data, giving it a unique position in the U.S. and global capital markets
• The company is growing both organically and through acquisition. Broadridge has invested over $750 million in acquisitions, complementing its key growth priorities
• 10 years of experience in Client-Facing Service Delivery
• Experience leading large implementations
• Experience leading Multi-Channel global Customer Service teams
• Experience creating self- service customer service model
• Demonstrated capacity to make decisions in ambiguous situations
• Sound problem identification, judgment, resolution and decision-making skills
• Can establish and articulate a vision, set goals, develops and executes strategies, and track and measure results
• Can build and motivate a strong team to achieve and exceed customer expectations
• Extraordinary organizational skills to facilitate work in a fast-paced, rapidly changing environment
• BA/BS Degree; advanced degree preferred

Service Delivery Business Manager Resume Examples & Samples

• Provides support to senior leadership by providing information regarding business systems, data and process initiatives
• Manages the development, tracking, maintenance, and reporting of performance metrics (for example, data quality, customer metrics, financials)
• Provides analytics to evaluate and ensure efficient, cost effective operational solutions which support systems processes and functional requirements
• Manages, through subordinate individual contributors, (including but not limited to consultant specialists, leads, project managers) the coordination of the activities of a section or department
• Manages team leads and professional/technical employees typically performing similar or related roles or functions. May also manage contractors, offshore resources and/or matrix employees
• Manages financial aspects of the department supports AIO who is accountable for direct budget
• Leads HR/People processes for the department including performance management, resource management, compensation planning and administration, objective setting/alignment, employee development/coaching and training
• Develop a high performing team by providing vision, strategic leadership and talent development
• BA/BS degree in related field and/or 4 years of equivalent work experience
• A minimum of 5 years of progressively responsible management experience in following areas: planning, budget/financial management and staffing
• Focus on the Customer
• Communicate Effectively
• Develops Self/Others
• Thinks and Acts Strategically
• Solve Problems through Planning and Analysis
• Strong drive for results and self-motivation
• Displays a sense of urgency
• Thrives in a collaborative environment
• Enjoys teamwork and partnering with others, but can work efficiently as an individual contributor as well
• Proficient in the Microsoft Suite and other basic applications
• Demonstrates leadership abilities
• Demonstrates problem solving abilities
• Strong work ethic and ability to work in a fast-paced environment
• Interest in technology’s role in the financial service industry
• Capable of understanding technology and business requirements
• Exhibits ability to learn and understand technical concepts
• Technical skills should include knowledge of or familiarity with databases (internal and external platforms), SQL, Active Directory, UNIX, LDAP, and Quartz
• Flexible – ability to juggle multiple priorities in order to meet tight deadlines

IT Director, End User Service Delivery Resume Examples & Samples

• Core Platform Services (standard compute devices, virtual desktops, mobile device management)
• Productivity, Collaboration and Social Services (email, sharing services, Office 365 and real time messaging)
• End User Experience Services (service desk, service management tools, end user experience/change, knowledge and request management)
• Responsible for People leadership and Organizational management, for a team of 15 professionals; responsible for growth and development of the teams’ skills and competencies, ensuring that each team member reaches his/her full potential
• Partner with various GTS Service Owners to provide Voice Of Customer and align on service design, deployment and continuous service improvement strategy and plans for all End User Services and capabilities and own delivery of these services in the EMEA region. Support the global end to end flow based model of End User Services. Support team level Kanban and ensuring teams are trained, engaged and managing work units in the end to end dev/ops flow based model
• Lead Global Service Owners in EMEA, that are owning a subset of the End-User services. Functionally lead the global dev/ops teams to deliver these services. Run bi-weekly Service Team Kanban to define the sprints for team members. Prioritize work pushed down from the portfolio Kanban, ensure the team executes the work and pushes status and feedback upwards to the portfolio and the strategic Kanban levels
• Interface and partner with EMEA cross sector BUIT and business leaders to gather voice of customer, align on and communicate service delivery plans and results
• Manage Operational Vendor Relationships. Manage Operational Supplier Relationship, Governance and Service Billing. Ensure current year budget goals are achieved and drive year over year cost reductions
• Partners with Financial Management, End User Experience, BUIT and Technology delivery partners to ensure deployment plans for new/enhanced services are supported by local L2 technicians successfully
• Manage process, procedures and knowledge management through proper channels and audience, including End Users and support teams
• Bachelor Degree is preferred. Advanced Master degree in Science, Technology or Engineering or MBA is a plus
• A minimum of 10 years of IT experience is required
• 5+ years of experience managing supplier operational relationships in a managed service engagement
• 5-7 years of experience of enterprise level infrastructure engineering and operations, with a focus on End-User Technologies
• Must have experience in Service Ownership and end to end accountability with outward facing IT services
• Experience developing and delivering IT services and projects in large complex enterprises required

Service Delivery & Improvement Specialist Resume Examples & Samples

• Creates, maintains, and develops technology performance scorecard with an emphasis on availability and reliability
• Manages the “Monthly Business Review” with business partners and sourcing partners
• Develops impact analysis on degraded performance or outages
• Maintains SLAs for availability, reliability, and ticket performance
• Ad-hoc reporting requests, preparation of BOD and ExCo materials
• Audits tickets and establishes a QA process for ticket quality, aging, and response, and resolution
• Introduces new ideas to leadership through metrics and Business value
• Audits Sourcing reports for accuracy

Service Delivery Co-ordinator Resume Examples & Samples

• Work collaboratively across own and wider teams to achieve team and company targets as well as own individual targets
• Provide excellent customer relationship management with pro-active management of all orders throughout delivery
• Provide order status reports as agreed with Customer/Partner/Project Managers
• Pro-active Jeopardy & Escalation Management - driving supplier performance and responses within agreed SLA's & CSP's
• Responsible for accurate date management for all deliveries in their own WIP forecasting month by month targets for orders to be moved out of WIP to DISE billing system for invoicing
• Management of OBSL/supplier updates via responses to mailbox within SLA’s - ensure all updates are recorded in Rainbow System and Communicated to Customer/Partners
• Management of Remedy/Rainbow exception reporting - CP delay, ring ahead appointments and and other targeted areas that will improve delivery KPI's
• Accountable for own WIP performance with daily reviews ensuring all order updates and statutes are aligned across Remedy,Rainbow and suppliers databases
• Process Customer/Partner cancellation requests
• Renewals process – maintenance contracts

Service Delivery Supporter Resume Examples & Samples

• Pro-active availability management (monitoring, backup/restore, failover planning)
• End user support
• Incident resolution and problem management
• Standard service request
• Configuration management and documentation
• Patching and software upgrades (dot releases)
• Continuous service improvement
• Siemens PLM Suite (Siemens Teamcenter and Siemens NX)
• SQL Server 2012R2
• Windows 2012R2
• IIS, JBOSS, Java script
• (VBA for) Excel

Chief, Service Delivery Resume Examples & Samples

• Exercises managerial and supervisory control over all logistics, technical and operational support services within the Service Delivery pillar. He/she works in close cooperation with MSD Service Chiefs to ensure that the demands for goods and services are planned and resourced, forecasted, accurate, and submitted in a timely manner to allow for processing through the supply chain in time to meet client requirements. The incumbent contributes to planning for, and resourcing operational requirements in close coordination with all Mission components to ensure successful implementation of mission mandated tasks
• Manages and coordinates all multifunctional support services requirements between the UN Headquarters, Mission components and other UN and non-UN entities to ensure efficiency and effectiveness of support services. He/she acts as the principal liaison between the Mission, the Regional Service Centre (Global Service Centre), and the Headquarters as appropriate, for support delivery service matters and co-ordination of day to day support services at Mission Headquarters and Sectors/Field Offices. The incumbent implements UNHQ policy and develops mission procedures to ensure support services satisfy UN regulations and rules
• Initiates the development and implementation of the service delivery work plan, prioritizes and anticipates requirements. He/she implements policies and procedures to facilitate achieving work plan goals
• Develops and monitors KPIs to ensure consistency and improvements in service delivery
• Conducts overall planning and coordination of logistics support services for deployment of civilian, military and police deployments in all sectors of the Mission. He/she ensures that logistical requirements take account of gender-specific needs. The incumbent acts as work force planner, Hiring Manager and First Reporting Officer for the Service Delivery pillar and Section Chiefs respectively. He/she manages and supervises an integrated civilian, military and police mission support organization that is trained, resourced and motivated to meet client requirements in execution of the Mandate. The incumbent participates in the selection of senior military or police staff officers assigned to his/her Service
• Assumes responsibilities of Certifying Officer for the budget allocation to Mission Service Delivery. The incumbent is required to chair or be a member of technical and operational bodies. The incumbent advises senior management (DMS, Head of Military or Police Components or any other relevant civilian Head of Component), on support services management, structures and staffing levels ensuring that they are, at all times, adequate to meet the requirements of the mission support concept
• Ensures timely and proper management of UN owned assets and contractual services of high financial value under the control of Service Delivery
• Coordinates budgetary requirements for Service Delivery pillar, submitting budget performance reports and contributing to Mission overall budget submission in close coordination with Mission Service Chiefs and DMS
• Provides technical and professional response to BOA, OIOS audit observations and ensures that agreed observations are implemented in a timely manner
• Performs other related duties including deputising for DMS as required

Business Analyst of Service Delivery Resume Examples & Samples

• Manage multiple carriers and their associated tools in performance of telephony tasks
• Knowledge of various types of numbers (Direct Inward Dial (DID), Toll Free Number (TFN), Public Switch Telephone Network (PSTN), International Toll Free Service (ITFS))
• Maintain global inventory of Customer Dialed Numbers for all markets including management of a global number ordering process and financial management of billings
• Project Management and tracking including work effort, financial tracking and work task entries
• Documenting and adhering to identified and agreed upon telephony standards
• Hands on knowledge and understanding of requirements analysis, application design, integration of telephony numbers for Cisco routing plans
• Review telecom invoices and audit charges based on contracted pricing and tax regulations
• Takes ownership of all responsibilities and honours commitments
• Delivers outputs for which one has responsibility within prescribed time, cost and quality standards
• Operates in compliance with organizational regulations and rules
• Supports subordinates, provides oversight and takes responsibility for delegated assignments
• Takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable

Manager, Derivatives Service Delivery Resume Examples & Samples

• Ability to network and build relationships at a senior level Decision-making and Accountability, Flexibility and Adaptability
• Minimum 5 years experience within Derivative Operations or Derivatives client service type role within Derivative Operations
• In depth Derivatives knowledge Both Exchange Traded and OTC Risk aware

Director, Productivity, Service Delivery Resume Examples & Samples

• Achieve and exceed: Productivity initiatives identified to transform Service Delivery; YoY Productivity Targets; Quantum growth in Service Delivery client experience; Reduce costs; Impact/Influence revenue retention; Positive impact to Associate Engagement
• Implement with excellence the service strategy across all of Service Delivery: ~$401m annual revenue business
• Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps
• Responsible for the identification, development, implementation, and monitoring of all processes, procedures, tools, and metrics to enhance performance
• Identifies and recommends programs, tools, initiatives and organizational structures to meet changing client and business demands. Maintains high level of awareness around industry standards and best practices
• Collaborates with business partners (Sales, Implementation, Client Services Executives, GPT, etc. and across business units as applicable)
• Assist the SVP to lead the Service Organization through continued change initiatives, including identifying opportunities for better utilization of technology and business process improvement to deliver upon required business results, ensuring successful implementation of appropriate solutions
• Continue to refine departmental performance metrics in line with Service Delivery direction and oversee delivery of key performance indicators including achieving quality service and client retention targets. Work closely with Finance to bring even greater emphasis on Productivity Metrics and Business Analysis
• Ensure delivery of exemplary client service by ensuring an appropriate service model is in place, modifying accordingly as business needs evolve
• As a member of the senior leadership team for Service Delivery, participate in strategy and goal setting for the broader Service organization; lead departmental initiatives and drive organizational change as appropriate
• Partner within and across the function to drive business wide initiatives and strategies that deliver on set goals and yield results
• Work with a diverse, virtual and global team of peers (within SD and partners) all collaborating and working together to create an exceptional customer experience
• Demonstrated experience leading transformational change, delivering measurable results
• Demonstrated understanding and commitment to Stellar Service and Client Service Delivery excellence
• Highly task driven and execution with excellence
• Extensive background in developing and leading Client-facing programs/products to a large B2B client base
• Overall sound general business knowledge: general management, finance, HR, technology, sales, marketing, etc. Strong financial background is highly desirable as this individual will be making decisions relating to client profitability such as decisions on discounting, client credits and annual fees
• Strong appreciation and comprehension of quality control and sound understanding of business processes
• Experience in working in complex organizations with heavy reliance on technology as a key business enabler
• Previous experience working in a matrix environment, where soliciting buy-in across multiple stakeholders is essential. In particular, experience in a national organization with remote reporting relationships
• Solid skills in MS Office (Word / Excel/ PowerPoint)
• Experience managing a P&L preferred
• Bi-lingual in English and French a strong asset

Technical Service Delivery Mgr Resume Examples & Samples

• Motivate, manage goals, periodic reviews, career aspirations of the service delivery personnel
• Escalate issues on time and strive for resolution of issues, identify root cause and eliminate problems
• Periodically review and update process documents, run books, Standard operating procedures and keep them current
• Responsible for process improvements, productivity and efficiency gains
• Periodic reporting of operational metrics, business performance reviews and process maturity assessments
• Produce recommendations, and develop high level plans with timescales
• Develop robust business continuity and DR plans for Individual projects
• Responsible for ensuring negotiation, agreement, and maintenance of SLA’s / OLA’s
• Propose process improvement plans, seek required approvals and execute them on time
• Responsible for operational budgets and improving price-performance ratios
• Will be responsible for Hiring, on boarding, training, containing attrition
• Manage relationships with Vendors, internal teams like Hiring/ IS-IT, facilities
• Must be willing to work in UK/ US business day time zones and flexible to changes in work schedules
• Ideally possess certifications / experience in 2 of the following - ITIL, Six Sigma, LEAN Management
• Must have had prior hands on experience in at least 3 of infrastructure areas – Wintel / Messaging / Unix/ LAN / WAN / Voice / VOIP /Service Desk /Storage /Databases
• Excellent written, oral communication skills, credibility, interpersonal skills
• Must have worked in similar capacity at an MNC in Outsourcing/ technology and consulting services firm
• Good knowledge of business continuity planning and disaster recovery practices
• Must have financial acumen, budgeting, reducing cost of operations, knowledge of Capex, Opex, resource costing
• Ability to work effectively in diverse, foreign, virtual and multi-cultural environments
• Able to work in an unstructured environment and bring structure to a problem, synthesize issues
• Experienced in managing conflicts
• Delivery Support

Service Delivery Associate Resume Examples & Samples

• Assure customer satisfaction levels for service delivery, systems, and installation are met or exceeded throughout assigned territory
• Maintain direct relationships with customers by providing support, information, and guidance. Participate with Sales, Systems, Service and Support associates at various levels to develop account strategies and action plans that contribute to the overall success of Diebold
• Evaluate customers and territory for revenue opportunities
• Consult & sell additional service value-adds. (Decal, Invoice Harbor, OpteView, etc.)
• Equipment inventory, maintenance and analysis
• Responsible for customer contract retention and billed work to ensure revenue growth and profit for Diebold
• Collect, analyze, and summarize customer specific information where required
• Responsible for making recommendations & implementing profit & service improvements
• Maintain quality service by adhering to organizational standards with respect to service offerings
• Associate Degree required. Bachelor's Degree preferred
• Service knowledge required along with an understanding of different lines of business, such as ATM, Conventional
• Strong verbal & written communication skills
• Account Management experience is a plus
• Ability to manage competing priorities simultaneously; flexible in regards to differing job responsibilities
• Demonstrated ability to interact with internal and external customers at all levels. Ability to make sound decisions with minimum supervision
• Must possess a strong sense of urgency with regard to customer satisfaction
• Strong organizational skills and close attention to detail
• Strong negotiation skills and ability to "close" business

Service Delivery & Cost Recovery Associate Resume Examples & Samples

• Support to Service Delivery & Cost-Recovery Support
• Support to Continuous Improvement in Operations Service Delivery
• Support to knowledge building and knowledge sharing
• Provides sound contributions to knowledge networks and communities of practice to share solutions to common problems
• Analyzes general information and selects materials in support of partnership building initiatives
• Fully proficient computer skills and use of relevant software and other applications, e.g. word processing, spreadsheets, internet, power point etc
• Ability and sensitivity to work with a wide cross-section of partners, including Government and community-based organizations
• Ability to form and maintain relationships through team work and needed networking
• Builds strong relationships with clients, focuses on impact and result for the client and responds positively to feedback
• Seeks and applies knowledge, information and best practices inside and outside UNDP
• Demonstrates openness to change and ability to manage complexities
• Excellent interpersonal skills, organizational and communication skills
• Certification in the fields of management/administration is desirable
• Bachelor’s Degree with 5 years or a High School Diploma with 7 years of progressively responsible experience in administration, finance, procurement, human resources, logistic support services, or other operational area at the national or international level
• Experience in the usage of computers and office software packages (MS Word, Excel, etc.)
• Experience in ERP system (Atlas) or similar application systems is desirable
• Please note that only applicants who are short-listed will be contacted

Service Delivery Program Project Manager Resume Examples & Samples

• Bachelor’s degree required
• 3+ years of work experience in technology, people management, technology, or a software implementation company
• Experience working with dispersed and/or remote teams and individuals
• Excellent verbal and written communication skills, including the ability to influence teams and be diplomatic with cross functional groups
• Ability to multi-task and manage multiple priorities in a fast paced environment
• Responsive and proactive communication
• Demonstrated ability to assess and analyze issues/data and develop or implement appropriate plan to resolve
• Proven ability to engage and interact with internal teams to drive the process of resolving client issues
• “Must” haves to be minimally qualified
• Leadership – Demonstrated ability to lead peers, team members (internal or matrix project team)
• Relationship Building – Ability to develop strong relationships and build trust with both clients and partners at all levels of the organization
• Concurrent Initiative Management – Thrives in an extremely dynamic environment, where oversight and management over multiple concurrent time-bound initiatives/tasks within the portfolio of work is business as usual
• Risk Awareness – Instinctively aware and proactive manager of risk
• Client Centered – Shares the philosophy that serving and meeting client expectations is priority one
• Project Management – In addition to critical soft skills listed, demonstrated ability to effectively drive all aspects of an initiative: initiate, plan/re-plan, lead associated resources, manage risk, stakeholder expectations, implement, control and closure activities
• Business Analysis – Excellent capabilities to drive analysis efforts including but not limited to, business requirements development and process improvement
• Project Portfolio Management (PPM) – Understanding of the discipline of PPM
• Technology – Advanced Proficiency Requirements
• Sharepoint / Sharepoint Designer
• MS Excel, Access, MS Project, Visio and SQL
• Leadership of concurrent initiatives
• Track record of building successful technology/business partner relationships
• Business analysis and requirements development

Expert on Public Service Delivery Resume Examples & Samples

• Present a methodology for the above-mentioned assignment to the PAR Service Delivery component WG, namely, the methods of selecting a representative sample of public services and the detailed methodology for assessment of selected services
• Cooperate closely with the PAR Service Delivery component WG to finalize the public service delivery concept
• Consult with the PAR Service Delivery component WG on the expected content and scope of the policy document
• Conduct a desk research, as well as a variety of in-person meetings (e.g. interviews, focus groups) with the assistance of the local expert to assess the pre-selected representative sample of public services in terms of design, delivery pricing and quality assurance to establish the baseline
• Conduct a gap analysis of public services (design, delivery, quality assurance and pricing) to understand the incoherencies in the quality of public service delivered by various state agencies
• Identify existing local best practices related to public services in relevant agencies
• Identify international best practices in various components (design, delivery, pricing, quality assurance) of public services
• Present the research/assessment findings in the form of a report to the PAR Service Delivery WG
• Consult with the PAR Service Delivery WG on the expected content of the policy document, following the assessment phase
• Draft the policy document, containing standards and guiding principles related to design, delivery, pricing and quality assurance of public services in Georgia. The policy document shall also include the recommendations for the policy implementation methodology to aid with the practical implementation of the policy in service-providing ministries and agencies
• Conduct a workshop with the PAR Service Delivery WG on the draft of the policy document to gather and incorporate constructive feedback
• Submit final version of agreed policy document
• Consult as needed on the methodology of the policy document implementation
• Conduct two-day introductory training on public service for major project stakeholders
• Possesses knowledge and understanding of public administration and education systems
• Strong and proven research and analytical skills
• Proven ability to deliver quality output working under tight deadlines
• Proven ability to coordinate with others and to work as part of a team
• Builds strong relationships with the working group and with the project partners; focuses on impact and results for the project partners and responds positively to feedback
• Cooperates with working group effectively and demonstrates strong conflict resolution skills
• Consistently approaches work with energy, positivity and a constructive attitude
• Demonstrates strong influencing and facilitation skills
• Remains calm, in control and good humored under pressure
• Demonstrates openness to change, new ideas and ability to manage ambiguity
• Demonstrates strong oral and written communication skills
• Demonstrates ability to transfer knowledge and competencies
• Is able to work independently and hurdle competing priorities
• At least eight years of policy advisory experience (minimum requirement: 8 years - 13 points; more than 8 years – additional 2 points)
• At least five years of hands-on experience in working with various government entities on good governance related issues with the focus on public service development and delivery (minimum requirement: 5 years - 8 points; more than 5 years – additional 2 points)
• At least three years of experience in working with Government Organizations and International Agencies in the field of public policy or administration (minimum requirement: 3 years - 7 points; more than 3 years – additional 3 points)
• Work experience in Eastern Europe and/ or countries in transition will be an asset (5 points)
• Oversee the client relationship for all operational issues, unifying the functions of account management, procurement, trusted advisor consulting, and operational delivery into a single strategy
• Create and implement a customized program for assigned client to ensure maximum client satisfaction and ease-of-use
• Identify, capture and communicate the client’s core business objectives and the business value delivered by Dimension Data throughout Dimension Data Present a consistent interface between the client and the various service operations or projects managed within Dimension Data, locally and globally
• Develop relationships at all levels within the client’s organization to ensure Dimension Data is fully integrated into the company
• Excellent business awareness and solid analytical skills
• Excellent business consulting skills
• Proficient in leading team efforts

Service Delivery Business Manager Roseville Resume Examples & Samples

• Assures adherence to budgets, schedules work plans, and performance requirements
• Manages the development of resources (for example, associates, vendors, infrastructure) capacity planning, demand management processes, and workforce planning
• Manages the preparation of source documents and technical/business manuals and monitors the use of established and documented IT processes, tools, and best practices
• Regularly interacts with subordinates, outside customers, and functional peer groups at management, senior management levels and at executive levels, as appropriate
• Presents, organizes, and conveys problems, issues within IT with internal customers and business partners and externally
• Coordinates planning activities with team members to accomplish goals, allocate resources and track results
• A minimum of 5 years of related IT experience including IT Project Management
• Advanced knowledge of own area of functional responsibility and working knowledge of other IT functions
• Collaborates
• Exerts Influence
• Deals with Ambiguity
• Makes Effective Decisions
• Champions Innovation and Change

VP Infrastructure Service Delivery Resume Examples & Samples

• Build an Infrastructure Service Delivery team and provide leadership that is ultimately exceptionally customer-oriented, delivers true business value and is devoid of bureaucracy
• Collaborate and execute the IT strategy that maps to and keeps pace with CBS Radio’s growth and future plans
• Ensure that information technology infrastructure provides accurate and timely solutions to assist with business decision-making at all levels
• Serve as an internal change agent to drive business process enhancements, controls and innovation
• Contribute to the overall business strategy and operations of the enterprise along with other senior functional executives
• Develop and execute plans for managing information technology and security for the company, including activities to be performed in-house or through third-party relationships to most effectively and efficiently manage the company’s information systems
• Build an enterprise class IT information and cyber security infrastructure including governance, processes, controls and reporting mechanisms
• Have oversight responsibility for information technology governance, risk, and compliance
• Oversee the IT compliance programs and initiatives, including the maintenance of relevant SOX controls; Payment Card Industry (PCI) Reports of Compliance
• Champion the hiring and development of IT talent
• Bachelor's degree in the field of computer science, engineering or related field is preferred. Master's degree in either field or an MBA a plus
• 10 years of progressive IT leadership experience with deep technical knowledge of IT architecture, information security, data networks and systems
• Experience supporting Web, App, ETL, Middleware, BI, and DBMS technologies
• Experience implementing Cloud architectures leveraging virtualization
• Repeated success implementing information/cyber security infrastructure is required
• Experience with Risk and Compliance; SOX, PCI, etc
• Media industry experience is highly desirable
• Enterprise technology experience, specifically cloud is critical
• Reputation as a technology thought leader with strong verbal communication skills required
• Proven success serving as a strong change agent and leader, with a track record of elevating IT at senior levels in an organization and partnering as a trusted peer to the business

Dir, Regl CB Service Delivery Resume Examples & Samples

• In conjunction with the process engineering team and regional/KMA field operations leadership, driving process standardization that supports coax and non-complex fiber service’s delivery within assigned regions
• Improving the overall value of customer communication during all stages of service delivery
• Utilization of key performance indicators (KPI) to understand existing and evolving service trends and to translate these trends into regional actions specific to service level goals and objectives

Service Delivery Admin Resume Examples & Samples

• Update open urgent log and Salesforce cases in Sunrise and Alpha systems
• Serve as conduit for time sensitive requests coordinating resolution from required supply chain teams
• Complete daily level of service report for in house fleet and all outside carriers, and email to appropriate contacts
• Track cargo losses and generate claims to carriers
• Minimum of one (1) year administrative experience preferred
• Proficient keyboarding and data entry skills, including Microsoft Office
• Good understanding of geographic area

Service Delivery Payroll Lead Resume Examples & Samples

• Supervise and coordinate all tasks and projects assigned to their area of responsibility
• Answer questions and resolve issues with division personnel, Human Resources, and Labor Relations
• Identify areas of opportunity to enhance proficiency in department processes
• Participate as a subject matter expert (SME) in system upgrades and implementations
• Participate in all payroll related tasks to ensure timely and accurate reporting
• Strong knowledge of state and federal laws, HR, garnishments, benefits, and contracts systems
• Comprehensive knowledge of multistate garnishment processing
• Strong judgment and decision-making skills to ensure all tasks are performed timely, legally and ethically
• Experience managing delivery of enterprise implementations within any of the following technologies/disciplines is desired: Office 365, Cisco Iron Port, Microsoft Exchange, Microsoft SharePoint, Windows File Services, McAfee Anti-virus, Docushare, or Scan, Fax, Printing Technologies
• Minimum Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field. Or equivalent work experience
• Preferred Master's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field. Or equivalent work experience
• Overall accountability for production support delivery
• Inspects adherence to operational guidelines, principles, and organizational or corporate policies
• Manages the relationship with outsourcing vendor. Can author Request for Proposals (RFPs), Change Requests and Service Level Agreements (SLAs) that are clearly defined and will ensure complete vendor understanding of the required deliverables, timelines, costs, quality, and documentation of the deliverables for RFPs and SLAs
• Can define selection criteria and evaluate vendor responses for RFPs, and SLAs
• 7X24 Support for mission critical application
• Provide Support over the weekends for planned and unplanned outages
• Assist in the training of new team members
• Implement industry leading practices (e.g. ITIL Incident Management) around service delivery
• Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate
• Successfully engage and manage partner capabilities and resources as part of the customer experience
• Influence customer level services strategy, in conjunction with customer sales leadership
• Develop delivery strategy in alignment with services strategy
• Successfully partner with customer sales leadership and key Cisco stakeholders to execute 1-3 year integrated account plan
• Apply Cisco solutions to customer's business drivers
• Establish and maintain customer executive relationships - senior-most decision makers within the business (e.g. VP Engineering, VP Operations)
• Build and manage global direct and matrix teams for customer execution
• Set a vision, strategy and execution plan for team members
• Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality. Build future client leaders within and outside of delivery teams

Global Enterprise Theater Service Delivery Executive Resume Examples & Samples

• 10-12 years relevant industry related experience (e.g. IT domain expertise) Technical & Business certifications (e.g. ITIL, CISSP, PMP, CCIE)
• Relevant vertical experience in Global enterprise retail space a plus
• Working Knowledge of Cisco Architectures

Service Delivery Business Manager Sacramento Resume Examples & Samples

• Establishes operational objectives and assignments and delegates to team leads and technical/professional employees
• Involved in developing, modifying and executing company policies, which affect immediate operations
• Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implements strategies policies when selecting methods, techniques and evaluation criteria for obtaining results
• In some exceptional instances this manager may be responsible for a staff function and may not have subordinate employees
• Had process responsibility for shared services or matrix organizations
• Regularly interacts with subordinates, outside customers, and functional peer groups at management, senior management levels. and at executive levels, as appropriate
• Requires the ability to change the thinking of, or gain the acceptance of, others in sensitive situations
• Erroneous decisions will result in critical delay(s) in schedules, and/or unit operations and may jeopardize overall business activities
• Establishes departmental strategy and tactics, and contributes to operational area's strategy formulation and execution
• Exhibits and gains commitment to changes required and acts as change executor
• Encourages employee development by providing growth/learning opportunities
• Coordinates planning activities with team members to accomplish goals allocate resources and track results
• Measures and monitors the execution of department and KP-IT processes
• Initiates and evaluates required business process improvements in order to achieve business results and appropriate solutions for customers
• Manages financial aspects of the department; accountable for direct budget
• Manages HR/People processes for the department including performance management, resource management, compensation planning and administration, objective setting/alignment, employee development/coaching and training

Service & Delivery Division Manager Resume Examples & Samples

• Minimum 4 years experience in progressively responsible management or supervisory position
• Ability to plan, optimize, and apply resources as appropriate
• Demonstrated knowledge of and ability to use Microsoft Office and Outlook
• Strong interpersonal communication, collaboration and analytical skills
• Decisiveness - Makes timely decisions without sacrificing quality even under ambiguous circumstances or when data is limited
• Strong written and verbal communication skills, customer service skills, and ability to work collaboratively with teams
• Strong influence, change management and relationship building skills
• Bachelors Degree from a recognized accredited college and/or university whose accreditations are recognized by U.S. Department of Education (USDE) or the Council of Higher Education Accreditation (CHEA) in Business, Public Administration or closely related field
• 2 years warehouse management experience
• 2 years fleet management/maintenance experience
• 2 years logistics/operations/project management experience
• Supervises employees engaged in providing information system solutions and technical support in one or more functional areas including personal computer/client server support; systems programming; applications design and development; database design and administration; information security; telecommunications and network support and administration
• Supervises non-exempt technicians as well as exempt professionals
• Develops schedules and assigns work to meet critical customer deadlines
• Ensures that proper records and other documentation are maintained
• May also perform complex IT tasks

IT Infrastructure Operations & Service Delivery Resume Examples & Samples

• Bachelor’s degree in Computer Science, Business Administration or related technical field
• 12+ years of Information Technology infrastructure leadership experience with at least 7 at a VP level, preferably at a Fortune 500 company with over $20B in revenue
• Candidate must have had at least 10 years experience in a hands on technical engineering or development. While this role is an executive leadership position, company strongly prefers candidates with previous hands on distributed infrastructure engineering experience
• 3-5 years working with public cloud services providers specifically AWS and Azure – specifically in the consumption of platform services
• Experienced supporting advanced engineering solutions – server, storage, network, automation, chef, puppet, containers, etc
• Direct management of cross functional, sourced, or matrixed teams, especially working with outsourced suppliers
• Must have deep expertise in managing complex charge back, allocation and taxonomy schemes
• Experienced in working with ServiceNow
• Experience working in the services sourcing and/or ITO field is highly desirable
• Must have at least 5+ years experience managing budgets of over $100M

Service Delivery & Continuous Improvement Manager Resume Examples & Samples

• Direct line manager for three Global SD&CI advisors based in London
• Dotted-line responsibility for a broader team of 4 SD&CI resources based in the Pearson People Services (PPS) shared service centres
• Responsible for the team management across all SD&CI resources, including setting team goals and day to day work / priorities
• Responsible for the establishment of a continuous improvement mindset across all HR Operations team members
• Identify, develop, and communicate new Six Sigma / Lean strategies, methodologies and tools and execute at least three Six Sigma / Lean projects annually
• Overall responsible for the effective delivery of services from HR Operations to the business / wider HR
• Overall responsible for the HR change request process; from impact assessment through to deployment
• Overall responsible for the shared service centre transition roadmap and work with HR Operations leadership team to plan and deliver future transitions of work into the centres
• Support Local SD&CI team with transition deployment such as running service rehearsal, facilitating and delivering knowledge transfer sessions and supporting with training delivery for any new services/scope we bring into PPS
• Owns and manages the PPS Service Catalogue which documents our scope of services and delivery models
• Drive the teams to produce world class operating procedures and documentation which is required for successful service delivery
• Identify and implement continuous improvement initiatives within Pearson People Services
• Drive the identification and sponsorship of improvement opportunities which will increase efficiency, reduce costs and thus contributing significantly to meeting overall business objectives
• 5+ years of previous experience of working within an HR Operations / Shared Service Center model
• Experience of managing global, remote teams in a shared service centre context
• HR process & policy expertise/ including knowledge of compliance and audit responsibilities of a service centre function
• Experience of managing change requests/project management experience desired
• Excellent attention to detail and ability to work under pressure
• Organised and ability to prioritise workload
• Ability to build relationships with overseas/remote teams
• Proven ability to work within tight timelines
• Think critically, to recognize/anticipate a problem (technical, operational, process, organizational), and to identify and implement best solutions in a timely manner
• Knowledge of ServiceNow & Oracle Fusion would be beneficial but not essential
• Six Sigma / Lean training

Service Delivery Asset & Configuration Specialist Resume Examples & Samples

• ITIL foundation (latest)
• 6 – 8 years’ work experience
• 4 years’ specific experience in asset and configuration management
• Excellent planning and co-ordination skills
• Effective verbal and written communication skills and the ability to interact with a variety of stakeholders
• Good problem solving and logical thinking skills

Manager, Business Service Delivery Resume Examples & Samples

• Know Rogers business and the Marketplace. Stay informed and research to be in a better position to understand and then disseminate organizational strategy and tactics to the team, thus connecting them to the big picture
• Be seen as a visible leader, supporting an employee culture that fosters performance by setting employee objectives and ensuring that they fully understand expectations
• Oversee team and individual progression, identify and provide development opportunities and embrace & lead change to drive World Class Service and first contact resolution
• Build and continually encourage a culture of creative and non-linear thinking, independent and balanced decision making, ownership & accountability
• Coach business consultants to understand the Customer’s Business and to provide tailored solutions that will meet their current and future needs
• Be an enthusiastic team member, with a goal towards excellence, working cooperatively with regional partners within Business Care to develop programs and procedures that will return operational efficiencies and employee satisfaction
• Be a strong partner by building relationships with internal groups such as Sales, Marketing, Tech. Support and various other support groups to foster trust in collectively meeting and exceeding customer expectations
• Ensure high level of team motivation and employee engagement
• Provide regular coaching and feedback driving increased performance levels based on observation and reporting analysis that supports an environment of continuous improvement and development
• Review, approval and audit of adjustment requests to ensure business rules as well as budget compliance
• Manage employee incentives and bonus programs
• Analyze reports to evaluate staff performance
• Report operational achievements and progress on a regular basis including statistical analysis and improvement action plans
• Review, analyze, provide feedback and recommendations based on customer survey results and apply to employee performance
• Work with other managers within the department to ensure operational consistency
• Communicate operational vision and plan connecting the employee’s role to the company’s priorities and strategic plan
• Post-Secondary education in a related field
• 3-5 years of related experience, preferably within a B2B telecommunications environment
• Experience with sales (Consumer or Business) would be an asset
• Proven ability to lead and motivate teams, including coaching, performance and career development
• Comfortable with continuous change, ambiguity and low levels of direction
• Well developed and influential communication style and networking ability
• Advanced problem solving and decision making skills
• Developed interpersonal skills to establish and maintain strong customer and internal relationships
• Strong skills working with the Microsoft Office suite
• A good sense of fun and life balance

Head of SAP Successfactors Service Delivery APJ Region Resume Examples & Samples

• Bachelor’s degree in Engineering or technology
• Management degree (MBA)
• Six Sigma, services quality certification (preferred)
• Minimum 15 years of work experience in techno-management roles in high-tech industries
• Strong analytical skills to solve complex technical problems
• Hands-on experience in leading multi-functional technology teams
• Ability to operate as effective tactical and strategic leader
• Strong knowledge of AGILE methodology, service quality disciplines and application development lifecycle
• Strong track record of attracting and developing talent
• Exceptional written, oral and presentation skills
• Maintain and exceed 99.9% availability uptime
• Maintain 24/7 high services availability discipline
• Maintain mature service quality process framework
• Manage business partner relations and coordination with third party contractors
• Ownership of APJ team budget planning and strategic investments
• Lead talent recruitment, retention, career growth and skill development program
• Lead SDO (Services Delivery & Operations) team in meetings, forums and customers escalations where required

TGP Service Delivery Cross Industry Application Outsourcing for All Levels Resume Examples & Samples

• Knowledge in the specific industry (finance, product, health and public service, communication media technology, resource) are preferred
• Business level of English is preferred in specific units
• Good financial acumen and financial analysis and diagnosis skills
• Excellent leadership, communication (written and oral) and interpersonal skill

Service Delivery Ops Specialist Resume Examples & Samples

• Ensuring Accenture's HRO division has appropriate staffing levels, process and procedures and technology necessary for client satisfaction
• Manages and modifies employee and contractor workload to ensure timely receipt of client product and services
• Establishes correct expectations whenever client processes change and submit the supportive client business requirement documentation
• Maintains regular communication with team members regarding overall team and individual performance expectations and results
• Develops team members through coaching, counseling, mentoring and training activities
• Evaluates team members and provide appropriate input to HR processes
• Responsible to client for services provided inclusive to communications both verbal and written and service level agreements SLA
• Maintains effective internal external client relationships and provides guidance to and shares knowledge with colleagues team members
• Must be able to work OT for this project
• A minimum of 3 years' experience in Business Process Outsourcing
• A minimum of 2 years' team management experience
• A minimum of 3 years' experience with Escalation management in a high volume setting
• Experience with Titles and Registration
• Experience with WQM or Siebel

Service Delivery Assistant Manager Resume Examples & Samples

• To be the main day to day contact for client service queries and escalations; where issues occur ensure findings are reported and analysis undertaken to prevent re-occurrence
• Support Service Delivery Manager to maintain and develop relationships with internal stakeholders
• Support Service Delivery Manager to monitor performance against agreed Service Level Agreements; where improvements required work closely with key internal stakeholders to consider improvement areas and resolve issues
• Support Service Delivery Manager to ensure timely publication of client reporting to clients and Relationship Manager for discussion at service review meetings
• Support Service Delivery Manager with working in partnership with Relationship Management and Change Delivery to support any new or changes to service requests from clients
• Assist the Relationship Managers and Service Delivery Managers with the hosting of clients for site visits
• Build and maintain product, industry & regulatory knowledge
• Build and maintain knowledge of clients operating models with focus on the product and regulatory environments that underpin these
• 5 GCSE's or equivalent (including Maths and English), grade C or above
• Good working knowledge of Microsoft applications (e.g. Excel, Word, Outlook, PowerPoint)
• Proven ability to lead teams, coach and mentor
• Provide day to day technical / functional support for Oracle Apps 11i & R12 systems
• Pro-actively perform period- end / year – end checks
• Attend technical team meetings and adhere to SLAs
• Attend daily / weekly conference calls with VCPs
• Assess and manage technical risk; prepare risk mitigation alternatives and recommend appropriate alternative. Escalate significant risks and issues to the team lead
• Oracle Apps 11.5.10.2, R12
• SQL, PL/SQL, Forms , Reports, XML Publisher
• Knowledge in unix/linux and shell scripting
• Well versed with following processes
• Order To Cash
• Procure to Pay
• Account Payables, Account Receivable , SLA & General Ledger
• Excellent verbal and written communication skills required to document and report on defects and other software issues
• Proven ability to quickly learn new products and processes
• Work with the IT and Business Teams to resolve incidents
• Excellent skills in Oracle SQL, PL/SQL, Forms & Reports, Distributed Technologies, Workflow, APEX & XML Publisher
• Must have experience in Supporting 24x7 mission critical Oracle EBS Applications 11i & R12
• Must have experience in troubleshooting issues & provide resolution to the end users under high-pressure environments
• Must have knowledge on Oracle Apps Patching process, liaising with Oracle Support

Service Delivery Operations Team Lead Resume Examples & Samples

• Support incubation of new processes and pilot operations
• Manage day to day operational escalations
• Coach specialists supervise Incubation team
• Support complex processes and transactions
• Monitor team utilization and report trends
• Track individual staff tasks, productivity, and overall project compliance
• Maintain incubation request log
• Meet weekly monthly quarterly with client POCs to report on Accenture successes, failures, and new initiatives
• Minimum 2 years Team Leadership
• Minimum of 2 years of experience creating and managing project plans

Service Delivery Practitioner Resume Examples & Samples

• Uses considerable judgment to determine solution and seeks guidance on complex problems
• Primary upward interaction is with direct supervisor
• Decisions often impact the team in which they reside
• Manages teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Minimum 3 years’ experience with extensive IT Operations and Team Management experience
• Minimum 3 years’ experience as a Team Lead-Supervisor for Operational Teams
• Minimum 5 years’ experience with Incident Management systems software tools to effectively track incident statistics within Delivery Center
• Minimum 2 years’ experience with extensive IT Operations and Team Management experience
• Minimum 2 years’ experience as a Team Lead-Supervisor for Operational Teams
• Minimum 3 years’ experience with Incident Management systems software tools to effectively track incident statistics within Delivery Center

Service Delivery Manger Resume Examples & Samples

• Build and maintain a trusted advisor status within the client’s environment
• Represent the client delivery strategy within Dimension Data
• Understand at all times what is happening within the client’s environment (incidents, projects, client satisfaction level) and ensure Dimension Data management and delivery teams have visibility of priorities
• Build a strong productive relationship with all other Dimension Data personnel involved in the account
• Drive delivery teams to ensure compliance with contracted obligations, including
• Minimum 7 years prior experience managing the delivery of ICT Managed Services Contracts is preferred
• ITIL foundation certification is required as a minimum
• Good knowledge of Cloud Technologies and the competitive marketplace
• Proven business expertise and extensive client service experience
• Extensive experience in managing the client relationship with large IT clients
• Solid negotiation skills
• Results driven, goal-orientated attitude
• Solid team player
• Immaculate communication and rapport building skills
• Analytical approach to problem solving
• Focus on sustaining organisational goal and objectives
• High degree of self-motivation

Service Delivery Group Leader Resume Examples & Samples

• Oversees program resources to achieve cost, performance, and quality objectives for a diverse service information technology support delivery team organization
• Responsible for providing end to end local service delivery
• Leads project planning, tracking, and oversight to ensure project(s) are completed on-schedule and within budget
• Represents company to external and/or internal customers, answering product or service-related questions
• Provide customer assistance and problem resolution to a wide variety of customers across business areas
• MS in Computer Science or related field plus 15 years of experience preferred (or equivalent experience: BS plus 17, AA plus 20)
• BA or equivalent + 10 yrs related experience, or MA + 8 yrs related experience
• Demonstrated experience in

Service Delivery Assistant Resume Examples & Samples

• Manage the work permit applications and renewals for all foreigners and their families
• Manage the license application process
• Degree holder with a minimum of 4 years’ experience in Human Resources
• Having the ability to provide superior customer service
• Having the ability to be results focused
• Demonstrated ability to be analytical, resourceful, diplomatic, flexible, enthusiastic, energetic, and professional
• Having the ability to multitask and successfully operate in a fast-paced work environment
• PeopleSoft System or other HR Records System experience preferred
• Excellent troubleshooting , decision-making, and problem solving skills
• SLA and vendor management
• Case Management skills preferred

Global Service Delivery Operations Lead Resume Examples & Samples

• Own and be responsible for process implementation, meeting financial costs performance targets, optimize utilization targets and effectively manage levers like on-site/offshore and tier-mix
• Ensure strong delivery metrics and SLA’s are being met within workload parameters
• Develop and maintains strong executive relationships within defined client organization
• Transfer new activities as planned into a structured and logic set-up
• Engage, mentor, train and retain assigned delivery teams [>50 FTE]
• Guide specialist teams via operational focused meetings
• Take solution ownership for innovation and improvements, all based on expert knowledge and analysis
• Manage and oversee the design and delivery of standards, policies, guidelines & best practices
• Identify resource needs, major risks and project scope
• Support Account Manager for growth opportunities and proposals

Senior Account Manager Prepaid Service Delivery Resume Examples & Samples

• Build deep relationships internally as well as with this major Financial Institution's Prepaid line of business
• Embrace technology and develop a deep enough level of understanding of transaction flow, supporting systems and basic system architecture in order to confidently navigate through conversations with technology / support teams and report key executive and client status updates related to platform changes and/or operational issues
• Rotate 24x7 On Call responsibilities with other Account Managers and demonstrate the ability to discern between and respond appropriately to routine and critical issues
• Issue Management experience from Triage through to Root Cause (includes working with cross-functional teams internally to understand root cause and communicating appropriately externally while adhering to organization's issue management procedures and processes)
• Proactively manage internal stakeholders to ensure a level of accountability, accuracy and responsiveness for client facing deliverables
• Consistent ability to clearly and concisely summarize complex technical concepts, ideas, issues to Sr. Managers. Understand when and how to escalate
• Build and maintain relationships with internal counterparts to drive a collaborative, customer-first culture and to hold yourself and others accountable for responsiveness, delivery and lessons learned
• Familiarity with using a CRM system to ensure appropriate tracking of issues and visibility of account plans for internal stakeholders
• Bachelors/Degree or equivalent experience
• Minimum of 10 years' experience in software, financial or information services (preferably in account support and/or project management roles)
• Must be independent with proven abilities in organizational, conceptual, and logical problem solving
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels
• Strong organizational and project management skills
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently
• Demonstrated technical aptitude with the ability to absorb technical information and apply to business solutions
• Proficiency providing technical and consultative support to external customers and identify business needs
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
• Thrives under pressure
• Comfortable solving business and technical problems where the path to resolution is ambiguous
• Excellent verbal, written, presentation and interpersonal skills

Service Delivery Operations Lead Resume Examples & Samples

• The Team Lead will be in charge of conducting daily huddles, week wrap up meetings and monthly one-on-ones with the analysts and the management team
• Monitors risk within operations to be able to escalate to management in a timely manner
• Maintaining the production schedule, keeping track of holidays, sick leaves and leaves
• Identify gaps in customer policies and drafts proposals accordingly
• High School Diploma / GED Required
• Minimum of 1 year of experience in a customer-facing operations environment
• Minimum of 1 year of experience managing & developing teams of professionals
• Minimum of 1 year of experience with escalation management and managing projects to established SLA’s
• Bachelor's Degree Preferred
• Demonstrate experience in technical work environments with highly tech savvy teams
• Fast paced dynamic environment

Senior Manager Field Service Delivery Resume Examples & Samples

• Is responsible for the integrated mgmt , oversight, & direction of the Area Clinical System engineer & Integration Teams (comprised of CSE & Clinical System Integration (CSI) staff). Provides guidance & direction to Clinical Technology Committee members that he/she does not directly manage, as well as providing team support & technical expertise. Directs the equipment mgmt program (technology lifecycle mgmt ) by defining qualitative & quantitative metrics to measure the effectiveness & efficiency of the program
• When necessary, this person implements necessary performance improvement plans. Is responsible to identify any issues where coordination & integration of systems is required to ensure the proper functionality of the technology. Assures that all Clinical Technology Plan efforts are managed & tracked by appropriate financial systems & controls. Manages the CTP operational budget
• Continually evaluates the cost/benefit of service alternatives (e.g., in-sourcing & out-sourcing). When external resources are used, this role is responsible for ensuring that they are used effectively, & meet the cost/quality & compliance standards of the program. Ensures that technology integration plans have sufficient level of detail so technical, financial, environmental, operational, regulatory/legal, & maintenance/support aspects are defined, scoped & understood by the project mgmt teams who will execute against these plans
• Establishes & maintains a means of identifying, monitoring & resolving issues related to clinical technologies that present a risk to care delivery. Provides routine updates to medical center leadership as well as Directors of Clinical Technology. Identifies issues that require executive sponsorship for resolution. For these issues, develops recommendations and/or options for resolution
• Minimum of eight (8) years of experience in clinical technology preferably with regional responsibility
• Minimum three (3) years of experience in a management role in a Clinical Technology environment
• Minimum three (3) years of management experience in leading and managing Clinical Technology Groups in a multi-hospital/ multistate environment
• Professional certification as a Certified Clinical Engineer preferred
• Master's degree preferred. (MBA, Health Administration)

Service Delivery Guardian Resume Examples & Samples

• Support production implementations and upgrades to clients' production regions
• Facilitate disaster recovery/BCP requirements, daily/weekly/monthly metrics reporting, service level agreement handling, and post mortem
• 5-10 years of experience in client services

Manager of Service Delivery Resume Examples & Samples

• Develops and maintains critical internal and external partnerships necessary for optimal response to a crisis event
• Develops and maintains the process for engaging resources from within the GBT travel team and with external partners to respond to a variety of crisis scenarios
• Thinks outside the box when defining this program, makes optimal use of technology and tools, and focuses service on the needs of the customer
• Serves as the point person in the communications with the Disney travel management team regarding the status of crisis response
• Implements a formal process optimization approach to learn and improve from each crisis response execution
• Responsible for delivering an exceptional customer experience for VIP travelers by ensuring that processes are optimized and resources are fully equipped
• Takes tangible steps to engage and build trust with key VIP stakeholders
• Effectively measures the VIP customer experience and implements initiatives to quantifiably improve it
• Takes personal accountability for the VIP service experience and dealing with situations where optimal service was not provided
• Serves as the escalation point for VIP issues
• Linux, Solaris knowledge
• Oracle DBA experience

Director Corporate Service Delivery Resume Examples & Samples

• Ability to see the big picture, think strategically and direct internal and external resources to meet the business needs
• Proven management skills demonstrating the ability to pro-actively manage a team of customer service professionals
• Excellent customer service skills including customer focus, empathy and communication
• Excellent people skills combined with the ability to make difficult decisions
• In depth experience of reviewing/analyzing/establishing processes
• Knowledge of technology with a strong focus on its use in the hospitality sector
• Ability to work under pressure and to deliver to demanding timescales
• Excellent communication skills, written and oral
• Experience of working globally as part of distributed virtual team
• Cultural awareness
• Degree level or equivalent preferred
• A minimum of the ITIL v3 Foundation Certificate & 1 Intermediate Qualification
• Preferred ITIL v3 Expert
• Experience of performing typical level 1-3 Incident resolution in a Service Support environment including the following
• Experience of leading, motivating and managing a team of Customer Service professionals
• Setting and measuring KPOs that underpin the service delivered to customers
• Exceptionally strong supplier management experience
• Ten years of progressive practical experience working in a variety of customer service roles, preferably with experience in the hospitality sector
• Three plus years leading a Service Support environment or similar
• Management of people resources to achieve business goals
• Demonstrated ability to deliver an excellent service, with respect to the support of technology systems and solutions
• Demonstrated ability to operate effectively in a multi-cultural environment
• Approximately $6.0m
• All day to day decisions that drive team performance
• Resource plans for all areas of Regional Customer Service
• Financial decisions in line with IHG’s Delegation of Authority
• Crisis Management Decisions which involve prioritization of resources
• Escalation – both internal and external
• Prioritization of Incidents and Problems
• Stakeholder management and communications
• Supplier management and communications
• Team recruitment
• KEY RELATIONSHIPS

Service Delivery Site Lead Resume Examples & Samples

• 5-7 years of experience providing technical desktop help desk and/or support services
• 3-5 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network
• Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel
• Can work independently as a remote extension of a larger team
• Ability to work independently as well as in a team environment
• Positive, flexible, and self-motivated attitude
• Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
• Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
• 24x7x365 support availability in a team rotation schedule, excluding vacations is required
• Coordinate with colleagues on the appropriate configuration, set up, and delivery of computer-related equipment and software
• Monitor and maintain service queue, based on established service level agreements
• Troubleshoot and repair desktop technologies, printers, and handheld devices
• Perform basic operating system administration for local and remote systems including installation, software patch, system security, data backup, disc array management, and problem analysis activates
• Evaluate and assess new industry hardware in support of future purchases and deployment
• Provide assistance to team members in meeting their goals and objectives by identifying training and/or departmental resources needed
• Remain current on technical problems and resolutions within the hardware industry as they relate to our environment
• Collaborate with IT teams to define and develop documented policies, procedures, and processes such as operational run books and system monitoring for the site
• Assume lead on technology projects in the office
• Provide purchase justifications and project benefit analysis
• Experience with helpdesk and/or end user support
• A+ or similar certification
• Ability to troubleshoot and recommend solutions

PP CCM Service Delivery Resume Examples & Samples

• Execution and Ongoing planning of Rollouts (Customer Meetings), Execution of Merger, Execution of Migration, Execution of Carve Outs
• Ongoing/Maintenance and documentation of Rollout activities with Customers (LiveMeeting’s)
• Creation / handling of Rollout-Remedy Tickets
• Customer- / P2P Community Contact- Info-Emails and execution of meetings
• Creation and Maintenance of End User Documentation
• Roll and User Management CF-Portal for CCM
• Monitoring Mailbox

Manager Finance & Accounting Service Delivery Resume Examples & Samples

• Introduce and execute on service level agreements that align to each of the functional verticals in Finance & Accounting (Accounts Payable, Accounts Receivable, Expense Appraisal and General Ledger) under the new SAP environment
• Manage, monitor and review the overall quality of service across selected processes within a multiple country environment on a timely basis. Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services
• Identify and develop new opportunities for standardization and consistency in service delivery, as well as recommend new service offerings
• Instil a culture of continuous process improvement, highlighting importance of Exceptional Client Service and delivering high quality
• Support GDS Finance Leadership in driving the value of offshoring of agreed processes and put in place action plans to transition activity into GDS
• Along with GDS Finance Leadership drive composition of a process based service delivery organization to support customer requirements. Ensure training and upskilling of existing team members to be able to support the regions in the new SAP environment
• Engage with and create meaningful and productive business relationships with counterparts within Regional and Global Finance Teams
• As one of the GDS leaders, contribute to overall GDS strategy and initiatives as determined including participating in any GDS wide projects
• Interview and hire resources as and when required
• Think creatively and provide innovative suggestions in order to improve service delivery for selected accounting processes
• Manage the implementation of multiple initiatives to improve productivity and efficiency
• Use previous working experience and knowledge to demonstrate expertise in the “offshore” business model, applying to procurement service delivery
• Ensure appropriate resource planning and utilization
• The role holder will be responsible for overall service delivery and the service quality of selected accounting processes and will have a number of direct reports – based on the GDS F&A Services organization structure
• Build and maintain a high performing team, focused on delivering Exceptional Client Service

Associate Director Finance & Accounting Service Delivery Resume Examples & Samples

• Lead development of a suite of service level agreements that align to each of the functional verticals in Finance & Accounting (Accounts Payable, Accounts Receivable, Expense Appraisal and General Ledger) under the new SAP environment
• Put in place a service delivery and account management protocols which align with the GDS operating model, and keep to the principles of Exceptional Client Service (ECS) in all aspects of the operations
• Through dedicated leaders manage, monitor and review the overall quality of service across all Finance and Accounting processes within a multiple country environment on a timely basis
• Continually challenge existing ways of working. Drive standardization and consistency in service delivery, as well as new service offerings
• Build a culture of Exceptional Client Service with focus on quality and continuous process improvement
• In collaboration with Finance stakeholders, engage with Region and country contacts to drive the value of offshoring of agreed processes and put in place action plans to transition activity into GDS (using support from GDS transitions teams) for Mercury related transitions
• Consider the implementation of SAP, and along with GDS Finance Leadership support building a process based service delivery organization to support customer requirements
• Mentor process improvement projects, getting involved and steering direction, as and when needed
• Engage with and create meaningful and productive business relationships with each of the vertical leaders, be seen as trusted advisor
• Actively contribute to the relationship with the Regional Finance leadership teams
• As a GDS leader, contribute to overall GDS strategy and initiatives as determined including participating in any GDS wide projects
• Liaising with support functions like Talent, Finance, WES, IT teams in the GDS centers. Interview and hire resources as and when required
• Participate in preparation and review of the annual budget for GDS Finance & Accounting in conjunction with overall GDS budget time lines and monitor actual financial results against agreed targets
• Challenge existing F&A process and approaches. Think creatively and provide innovative suggestions that will improve service delivery. Prioritize and manage the implementation of multiple initiatives to improve productivity and efficiency
• Act as an escalation point for all service delivery issues and ensure timely closure of all issues to the satisfaction of the customer
• Continually review and maintain the GDS F&A services organization structure, ensuring resources are available and capable of meeting agreed business and customer requirements, including periods of peak demand and absence. Ensure resource requirements are planned in advance of any future service offerings or changes to service delivery
• The role holder will be responsible for overall service delivery and the service quality of the service function and will have a number of direct reports – based on the GDS F&A Services organization structure
• Responsible for driving engagement across the service function, able to drive change with empathy and a global mindset. Create an environment that motivates individuals and teams and recognizes exceptional performance

Service Delivery Operator Resume Examples & Samples

• Monitoring 24 x 7 daily jobs workload schedules 364 days a year
• Monitoring incoming and outgoing critical file activity to ensure timely processing. Escalate to appropriate party any late, missing or incorrect files until problem has been resolved
• Ensuring successful incoming and outgoing file confirmations
• Escalating job / system abends to appropriate response unit
• Proofing and controlling to adhere to audit requirements
• Escalating out of balance issues to appropriate response unit
• Determining Level 1 problem, analyzing root cause, and escalating to appropriate response unit, as required
• Being the point of contact for customers on operational issues
• Completing appropriate daily operational checklists
• Interacting with other team members and management to improve efficiency and effectiveness
• Adhering to and contributing to company processes, practices and procedures

Service Delivery Nesting Manager Resume Examples & Samples

• Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions; Provide constructive feedback
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; Prioritize client deliverables and maintain TAT
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations; prepare & analyze the reports, take necessary actions to improve the process based on the analysis
• Influence the lives of others: Develop, train, and manage team members; take ownership of the process and team members’ performance; supervise the team members productivity and quality; Set targets periodically and constantly follow it up with the agents; Conduct team huddles
• To ensure all contracted SLAs (Service Level Agreements), OLAs (Operational-Level Agreements) and KPIs (Key Performance Indicators) are measured and achieved with the associated Management Information produced within the required timescales
• Attend service review meetings and supplier forums as requested
• Monitor service delivery performance against relevant contractual governance & control requirements (all ITIL based) with specific focus on the following processes
• Incident and Problem Management
• Knowledge Management
• Event Management
• Continual Service Improvement
• Experience of operating within an ITIL environment

Gosd-group Operations Service Delivery Resume Examples & Samples

• Responsibility for HC / Headcount and financial forecast (incl. tracking and monitoring of all deltas)
• Control of the financial budget, DFC / Domain Focused Change, RTB /Run the Bank and CTB / Change the Bank
• Program Investment Governance reporting and support
• Supporting Global and Regulatory governance standards
• Handling of monthly accruals according to the guidelines
• Tracking cost efficiencies and saves
• Support TCO / Total Cost of Ownership and Production Support processes and reporting requirements
• Conduct regular high level reviews on resource allocations and budgets across the portfolio
• Handling of transfers and actual re-classes as needed
• Support the yearly budgeting process
• Tracking and control of Change The Bank & Run The Bank Portfolio view
• Reporting as required to ensure correct allocations in Portfolio view to match Cost Accounting expectations
• Support the development of a Workforce Strategy, track implementation and report on the relevant performance indicators
• Organizational units structure maintenance and changes as required
• Manage the vendor(s) purchase order processing if needed
• Capture all Travel and Expenses across the department
• Provides Support to the sub-department head and functional unit heads in the day to day management activities, prepare presentations or reports for any relevant governance forums
• Oversight for portfolio embedded PMOs
• Graduate degree in Business Administration, Computer Science, Finance or equivalent; alternatively a similar education with the respective work experience of min 3 years
• Basic knowledge of accounting principles and understanding of project, program and portfolio management processes
• Very solid communication skills both written in English
• Self-confident – able to challenge in order to ensure that exceptions to agreed standards and policies are tracked and eliminated
• Excellent attention to detail. Completer / Finisher skills
• Analytical and critical thinking
• Ability to work to tight deadlines on a range of tasks at any time
• Hands on attitude, displayed sense of ownership
• High level of numerate competency, ability to understand and navigate through a complex organisational structure
• Excellent interpersonal skills and the ability to develop solid relationships with both internal and external customers at different seniority level
• Flexibility, patience and diplomacy coupled with the ability to prioritize and multi task using own judgment when necessary, with discretion at all times
• Motivation to work in a diverse international team
• Fast learning and service oriented personality
• Very good MS Excel and MS PowerPoint skills

Service Delivery Administrator Resume Examples & Samples

• Coordinate same day second attempt redeliveries
• Assist drivers with customer pre-delivery calls and other on road support requests
• Maintain local delivery related files and archives (POD, vehicle inspection reports, truck files, customer door knockers, etc.)
• Act as point person for end of day data collection from driver teams (including postal updates, delivery time window changes, address updates, toner counts, etc.)
• Create daily end of day driver check in report (exception report) and email to appropriate contacts
• Other duties that meet the needs of the business as assigned by the Fulfillment Centre Manager
• Strives for excellent customer service
• Professional telephone and email manner
• Analytical and problem-solving skills
• Previous data entry experience desired
• Driving service delivery for one of the biggest monitoring engineering environments on the planet - including program reviews, design and delivery decisions , priorities and timelines
• Translation of customer requirements into design and implementation plans that are consistent with the organizations strategic direction
• Experience of providing engineering architectural leadership for monitoring products - including roadmaps, program planning and implementation
• Deep understanding of the monitoring engineering products
• Good understanding of risk, cost, capacity , availability and other service drivers for enterprise level monitoring product implementation
• Ability to design, review and drive implementation of complex systems from scratch
• Experience of working with senior management - Excellent communication and presentation skills - the ability to communicate at a level commensurate with the audience at hand, be they expert or non-expert
• Experience of working with reporting, business intelligence and data visualization tools
• Understanding of Agile methodologies
• Working in a globally distributed team
• Experience of working with Unix/Windows based setup and scripting experience (Python / Perl)
• Knowledge of systems monitoring tools
• Knowledge of Public Cloud Technologies (eg AWS or Azure)
• Working as a service owner role for an enterprise scale monitoring setup

Service Delivery Accountant Resume Examples & Samples

• Prepare and present operational management budgets and forecasts for North Pole depot
• Support with the month-end process and project reporting
• Support local budget holders with cost controlling
• Prepare financial information including the reconciliation of balance sheet accounts in conjunction with financial accounting team
• Support with the preparation of management reports
• Support with the preparation and analysis of other financial information
• Assist with stock taking and stock valuation
• Business partnering where appropriate
• Identify and quantify areas of risk and opportunity in a timely fashion and assist with managing these areas
• Working with procurement to ensure supplier payment terms for goods/services are maximised
• Support the external audit process in conjunction with the financial accounting team
• Ensure compliance with HRE’s financial controls, policies and procedures and the Group’s internal controls standards. Supporting internal audit and J-sox compliance
• Control of fixed assets in North Pole depot in conjunction with financial accounting team
• Assist other depot sites during set up phase where required
• Other project and ad hoc duties as required
• Experience in a similar role with exposure to the month-end process
• Excellent inter-personal skills and ability to work as part of a cross-cultural team including having the confidence to act as a business partner and challenge operational colleagues
• Strong attention to detail and good analytical skills
• AAT Qualified or Part Qualified ACCA/ACA/CIMA
• Experienced in SAP
• Must be willing to travel to operating sites around UK
• Experience of working in matrix environment with multiple reporting lines
• Understanding and appreciation of Japanese working practices
• Previous experience in long term contract/project accounting
• Excellent technical accounting knowledge (IFRS)
• Experience of SOX
• Experience of working within a manufacturing organisation producing heavy plant or machinery (eg Aerospace, Railway)
• Minimum 3+ years in Oracle Applications, Database & Fusion Middleware administration on enterprise level platforms running on Solaris and Linux
• Hand-on Oracle administration experience on 11gR2 & 12c databases; RAC; Oracle EBS R12 and R11i ; Oracle Fusion Middleware 11g & 12c; Oracle eBiz under RAC; Data guard; SSO Integration; Oracle Streams; BI Publisher; Hyperion; OBIEE, OBIA, OIC, ODI; ASO; TDE; Encryption/Decryption; Load Balancing and SSL; RMAN and Hot Backup; OEM 12c; AWR/ASH/ADDM; HP ITG PPM
• Good Understanding of Unix, Linux, Storage & Networking; NAS Snaps and EMC BCV
• Bachelor of Science degree in Computer Science or equivalent
• Good knowledge on Shell scripting. Perl scripting would be added advantage
• Understands, explains and presents complex technical ideas to both technical and non-technical audiences
• Excellent written and spoken English

Service Delivery Technologist Resume Examples & Samples

• Advise on, gather and define current and future business requirements that best reflect customer needs, based on product capabilities and best practices, ensuring high business value and influencing the interconnections between the business processes, technology, data and people. -Ability to collaborate well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis
• Facilitates and leads the business requirements and solution mapping workshops
• Conducts analysis to determine configuration / integration needs
• Designs new software and web applications, supports applications under development, and configures current applications
• Facilitates solutions design walkthroughs and obtains business approval, ensuring business inputs such as processes, GUI and reporting requirements are available and validated with all key impacted users
• Ability to communicate complex technical concepts to all levels of an organization to aid in decision making and understanding through written, verbal, and presentation mediums
• Oversees the researching, writing, and editing of documentation and technical requirements, including evaluation plans, test results, technical manuals, and formal recommendations and reports
• Leverage deep business and technology knowledge and experience, using this experience and intuition to identify requirements, assess capability gaps and propose possible solution approach and/ or new capabilities that the project, iteration or work effort should deliver
• Keeps current with technological developments within the industry
• Provides technical leadership throughout the design process and guidance with regards to practices, procedures, and techniques
• Serves as a guide and mentor for junior level Software Development Engineers
• Assists in tracking and evaluating performance metrics. Ensures team delivers software/solution on time, to specification, and within budget
• Displays expertise in knowledge of engineering methodologies, concepts, and skills and their application in the area of specified engineering specialty
• Displays expertise in process design and redesign skills. Presents and defends architectural, design, and technical choices to internal audiences

Junior Service Delivery Mgr Resume Examples & Samples

• Personal Organization
• Work Quality/Attention to Detail
• Initiative/Sense of Urgency

Manager, Sales Service Delivery Resume Examples & Samples

• Strong, confident telephone voice
• 1-2 year of Outbound/Inbound telesales experience required
• Sales and marketing background preferred
• Ability to interact, learn and coach in a peer setting
• Strong business communication skills
• Ability to hire, lead and train outbound sales reps

Senior Manager, Sales Service Delivery Resume Examples & Samples

• Improve the key success metrics associated with goals
• Drive client message, actively manage the staff, support, motivate, and retain an outstanding team
• Manage the communication
• Ensure compliance with TeleTech's processes and tools, and manage system changes. Ensure compliance with federal and state legislation/regulations and TeleTech's internal policies and procedures to understand, oversee, and prevent and/or minimize potential liability. Responsible for continuous improvement in the overall processes. Manage and provide immediate and direct feedback to the team to ensure full compliance. Oversee training and constructive feedback on all aspects of the process. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)
• Strong analytical, verbal and written communications skills
• Data analysis skills
• Technology acumen and reporting
• Knowledge of call center business/BPO industry
• Call center/telesales experience – 5 yr minimum
• Sales experience – 7 yr minimum
• Management experience – 5 yr minimum

Team Lead, Service Delivery Resume Examples & Samples

• Focus on team performance; provide motivation and support to enhance engagement and success in attaining targets and goals
• Hold team accountable for meeting all performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls
• Responsible to meet team productivity and quality goals
• Monitor calls, gather information from Locus/Empower, analyze data, observe the process, and lead efforts to consistently improve each call and performance
• Ensure quality scores are meeting client requirements
• Understanding of TeleTech’s business, core values, and goals
• Previous coaching experience is an asset
• Working knowledge of computer applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos, or ability to learn technology quickly
• Develop initiate, maintain, and revise policies and procedures for the general operation of the Program and its related activities to prevent illegal, unethical, or improper conduct. Collaborate with other departments (e.g., Training, Talent Acquisition, etc.) to direct compliance issues to appropriate existing channels for investigation and resolution
• Acts as an independent review and evaluation body to ensure that compliance Issues/concerns within the organization are being appropriately evaluated, investigated and resolved
• Monitor, and as necessary, coordinate compliance activities of other departments to remain abreast of the status of all compliance activities and to identify possible trends
• Identify potential areas of compliance vulnerability and risk; develop/implement corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future
• Monitor the performance of the Compliance Program and relates activities on a continuing basis, taking appropriate steps to improve its effectiveness
• Conduct periodic internal reviews or audits to ensure that compliance procedures are followed
• Conduct or direct the internal investigation of compliance issues. Identify compliance issues that require follow-up or investigation
• Maintain documentation of compliance activities, such as complaints received or investigation outcomes
• Assess product, compliance, or operational risks and develop risk management strategies
• Conduct internal Client checklist audits to ensure adherence to Client Statement of Work standards
• File appropriate compliance reports as required by Client
• Evaluate testing procedures both technological and logical to meet specific Client Requirements as per Client Statement of Work
• Serve as a confidential point of contact for employees to communicate with management, seek clarification on issues or dilemmas, or report irregularities
• Advise internal management or business partners on the implementation or operation of compliance programs
• Provide assistance to internal or external auditors in compliance reviews
• Report violations of compliance or regulatory standards to duly authorized enforcement agencies as appropriate or required
• Keep informed regarding pending industry changes, trends, and best practices
• Interpret client needs, develop strategies to address, and facilitate implementation of programs
• Manage the implementation of all contracted elements, including ticket requests, promotions, special events, signage, etc
• Develop positive client relations by proactively contacting client base via phone calls, emails, event visits, and other communication initiative
• Function as the point person/liaison for assigned teams (i.e. Flyers). This will include coordination and implementation of programs that include team related elements. Attend regular meetings with the team’s various departments
• Responsible for planning and executing special events. This includes creation and management of budget, selection of location, preparing guest list and invitations, format and set-up of event, scheduling participation of team and Executives, etc
• Responsible for the implementation, maintenance, and administration of enterprise Identity and Access Management systems
• Hands-on experience with enterprise automated provisioning/de-provisioning systems
• Hands-on experience with both internal and external cloud-based single sign-on systems, Single Sign-On solution
• Define and maintain provisioning and access workflow processes
• Assist in developing access control reports and following up to ensure access controls are working appropriately
• Responsible for creating Role-Based Access Controls (RBAC) and working with the business and within IT on role
• Implementation and administration of automated provisioning and single sign-on solutions
• Contributes to team effort by accomplishing related results as needed
• High customer service orientation
• Must have the ability to manage multiple, complex, on-going tasks and/or projects
• Strong attention to detail and desire to follow procedures
• Six-months experience and/or previous management experience is preferred
• Able to work flexible shifts

Mgr Service Delivery Resume Examples & Samples

• Assess individual team members and team-wide progress against Company and departmental performance, including customer satisfaction goals - create and monitor employee development plans
• Collaborate with GSIO management peers to ensure that all policies and procedures are aligned with departmental goals and are accurately documented
• Perform operational management activities to ensure the staff is delivering quality solutions in a timely fashion – compile, review / interpret, and take action on business and team performance metrics
• Ensure accurate forecasting of solutions to support revenue acceleration
• Manage internal OLA’s to support the internal orchestration of implementation
• Ensure training objectives are implemented effectively and create an environment where additional training needs can be identified and confronted in a timely manner
• Coordinate all aspects of team attendance policies including timesheet management, vacation, and sick leave in accordance with Company policies
• Act as an escalation point to mitigate risk with projects, customer facing activities, or support activities
• Execute initiatives deemed necessary by Sr. Management
• Develop and maintain client relationships with key provisioning stakeholder interfaces within Thomson Reuters, Asia and promoting the benefits of CenturyLink solutions and provisioning processes
• Minimum 5 years related experience in telecommunication/networking/hosting/collocation/ industry
• Minimum 4 years’ experience managing or leading custom service teams
• Demonstrated ability to build training programs to meet organizational needs
• Strong quantitative and qualitative reasoning skills, with demonstrated ability to determine root cause to implement action plans
• Ability to develop effective collaborative relationships across organizational boundaries
• In depth knowledge of CenturyLink internal departments, products, systems, process, and client experience initiatives
• ITIL knowledge seeking certification
• PMP knowledge seeking certification
• Bachelor’s Degree in related field or equivalent work experience
• Provide support for the following software: IAM: SailPoint IIQ
• Knowledge of Bamboo, Stash, and Bitbucket is a plus
• Friendly and active personality as the role interfaces with customers internal and external to IT
• Possesses good organization and precision skills
• Be willing to work directly with customers in developing workflows, screens, etc., to fit their desired outcome
• Ability to understand what the customer wants, and to provide guidance on what may or may not work with regards to workflows, customization, etc
• Ability to build collaborative relationships
• Possess overall business acumen
• Identify opportunities to be creative and innovative
• Manages all aspects of Service Delivery and team members to ensure customer site is operational
• Ensures quality and consistency with the IT Ticketing System
• Provides on-site support for other IT teams (Active Directory, Exchange, Server, Storage, Networking, etc.) to ensure customer requests are being met in a timely manner
• Partners with other IT teams to ensure a coordinated effort with new technology roll outs, upgrades, or changes
• Acts as an escalation point for issues to ensure they are responded to and resolved promptly
• Installs, maintains, and troubleshoots all computer hardware and software
• Ensures adherence to IT policies and procedures
• Composes and maintains technical specifications and documentation
• Responsible for site-specific IT project management
• Supports the business processes, data, analytics, and software applications for the manufacturing system environment
• Works in all types of weather and environment (Office, Mill, Recycling yard – air-conditioned and non-air-conditioned environments)
• Able to lift up to 45 pounds
• Available for on call, after hours and weekends
• Available for travel, up to 25% of the time
• Problem solving including root cause analysis and corrective action
• Ability to work across different non-technical and technical functional groups

Service Delivery Excellence Manager Resume Examples & Samples

• Bachelor’s Degree from an accredited 4-year institution. Master’s preferred
• 5+ years of program management experience, with a specific focus in IT and global delivery
• 5+ years of experience implementing and administering governance and process models such as CoBIT, ITIL, PRINCE2, PMI, ISO, Six Sigma, etc. in a global enterprise setting
• Experience facilitating and leading change in a fast-paced and constantly evolving environment
• Experience utilizing data driven, fact-based analytics to deliver results
• Must have the ability to identify complex risks early and develop actionable mitigation plans
• Consultative experience and demonstrable problem-solving skills – experience designing/implementing enterprise-wide technology solutions and processes, providing business transformation services
• Able to lead and motivate cross-functional teams (in person and virtually) to deliver world class services and high impact results
• Must be adept working with stakeholders and colleagues at all experience levels
• Executive presence including experience engaging and influencing senior leaders across an enterprise organization is essential
• PMP certification or training preferred
• Six Sigma Certification preferred (Black Belt preferred)
• Establishing ESS Practice Governance and Management Standards to ensure consistent delivery of quality services and customer experience
• Designing and implementing Service Delivery Quality Assurance Reviews, Business Process Reviews and Improvement Action Plans
• Risk Management and Communications
• Executing upon the strategic direction for Service Delivery Excellence, bringing best practices and creating thought leadership to establish credibility and trust across the organization and with Enterprise customers
• Assisting in achieving Enterprise Support Services financial and operational targets, tied by Geo
• Ensuring high customer satisfaction in order to optimize renewals and bookings growth
• Collaborating with HR and Support Readiness teams to design Learning & Development and other programs to continuously improve Enterprise Support Services' technical specialist and account manager skills and knowledge, and maintain high employee satisfaction
• Collaborating with Customer Satisfaction and Strategic Customer Programs teams to design and implement Customer Satisfaction, Reference and Advocacy programs across the Enterprise Support Services' customer portfolio
• Contribute to the development of best practices, standardization, and approaches to continuously drive improvements, efficiencies and effectiveness as part of our ESS and WW Support delivery excellence initiatives
• Contribute to the development of new services to elevate and enhance the Enterprise Customer Support Service experience
• Serving as a member of our Global Enterprise Support Services team and aligning with our Geo Leadership team to ensure consistent and high quality service delivery within our customer portfolio
• Responsible for administration and governance of the Center of Excellence (CoE) program
• Serving as a key advisor to Enterprise Support Services global leadership
• Plan, initiate, facilitate and manage ESS activities, ensure alignment to business goals and strategies, measure performance, and report on results and outcomes
• Establishing and ensuring effective execution of and adherence to ESS change and governance processes
• Working with ESS leadership team to ensure CoEs and associated projects are staffed with the right mix of people who exhibit the required perspectives, skills and behaviors
• Ensuring ESS teams are establishing clear and open lines of communication both horizontally and vertically across the global organization
• Assisting in the development of a culture of continuous improvement and innovation
• Helping mature, develop and implement standardized tools, templates, and associated artifacts related to ESS methodologies, deliverables, and internal operations
• Developing, tracking, and reporting on quantitative operational metrics related to ESS activities, priorities, levels of effort
• Degree level – Bachelor’s Degree from an accredited 4-year institution, Masters preferred
• 5-7+ years program management experience, with a specific focus in IT and global delivery
• 5-7+ years experience implementing and administering governance and process models such as CoBIT, ITIL, PRINCE2, PMI, ISO, Six Sigma, etc. in a global enterprise setting
• Experience facilitating and leading change in a fast paced and constantly evolving environment
• Experience utilizing data driven, fact based analytics to deliver results
• Works independently, proactively and collaboratively across a wide variety of stakeholders at all levels of the organization
• Experience engaging and influencing senior leaders across an enterprise organization is essential
• Responsible for compliant plan administration
• Works with internal BAC teams as well as third party vendors
• Receives vendor escalations via online tool and researches utilizing a variety of sources (paper, electronic) and brings issues to closure
• Manages projects and change initiatives
• Develops and edits playbooks and literature
• Conducts historical research
• Completes data analysis/reconciliation
• Conducts process review and suggests improvements
• MUST have 3+ years experience with pensions
• Intermediate Word and Excel skills (Excel: VLookUps, Pivot Tables)
• Self starter, eager to learn
• Ability to prioritize work, attention to detail
• Demonstrated ability to manage and meet deadlines

Cib-service Delivery Project Specialist Resume Examples & Samples

• Act as Assets, Seats/Facilities SME/Back-up
• Drive local awareness and training via semi-annual roadshows, bootcamps and induction trainings
• Partner with PGSC teams-GIM, GRE, PFAM, ECCS, GTI, GSI & CAO in reporting requirements, technology enhancements, asset pooling initiatives and process alignment and communicate process/site-wide initiatives/updates to CIB
• Regularly attend meetings: weekly business management, weekly team meeting, one on one with direct manager and VP
• Propose enhancements to manual processes
• Graduate of any 4-year course, graduate degree a plus
• Ability to identify and manage stakeholders in a global and matrix organization
• Ability to effectively communicate with different levels of stakeholders including senior management
• Can influence individuals to focus efforts towards a common goal
• Strong decision-making skills using appropriate model to decide
• Ability to manage multiple priorities
• Ability to work in a deadline-driven environment
• Flexibility to work in shifts i.e. APAC or EMEA
• Proficiency in MS Office applications (Excel, Word and Powerpoint)
• Minimum 3-5 years of work experience in Banking/Financial services industry, with experience managing a mid-sized team
• Exposure to Operations
• Experience in MS Project, MS Visio and/or Microsoft SharePoint
• Experience of working/partnering with Risk, Audit and Compliance to ensure that the overall organizational objectives are met
• Proven ability to build strong business relationships within the site and across the business
• Direct work experience in change & risk management
• Negotiation, influencing, constructive confrontation, and business focus

Business Analyst, ATA Service Delivery Resume Examples & Samples

• Building the foundation for the development effort by capturing the business context - problem, current state, desired future state, objectives, business needs and impacted user groups
• Developing requirements (business, user and software requirements — functional and non-functional) and establishing traceability to the business vision
• Managing the requirements through the program/project lifecycle by establishing and maintaining agreements between the customer and the project team
• Playing a critical communications role by interacting with user (business domain) and with developers and testing personnel (technical domain)
• Ensuring the requirements are specified in a manner suitable for the intended audience and are understandable, unambiguous and capable of being implemented and tested
• Ability to navigate the IT team and business sponsors through a level of ambiguity including business process change; building organization and structure to requirements to drive out and define detailed requirements in an efficient manner
• Working with the project manager and the business customer(s) to define requirements stakeholders, requirements conflict resolution procedures and the requirements team structure
• Proficient requirement meeting facilitator, demonstrated experience in facilitating sessions (30+ people) using techniques to help define scope and requirements during the lifecycle
• Writing and reviewing business, user and non-functional/system level requirements in the form of Use Cases, UML, and other similar structured requirements documentation
• Responsible for ensuring change control and change management procedures are followed within the program/project team as they relate to requirements
• Understanding the business case and program/project scope
• Ensuring that quality business analysis standards are met as prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables
• Selecting the appropriate methods to elicit and document requirements
• Defining the procedures on how the requirements will be managed (i.e. base lining requirements, requirements change control and requirements traceability)
• Selecting the appropriate analysis and specification models and ensuring that requirements are of high quality
• Assessing change requests related to requirements to assess overall impact
• Determining ‘fit for purpose’ requirements
• Direct supervision provided by a Program Lead Business Analyst
• Senior business analyst is expected to act independently to deliver and manage requirements to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
• Senior business analyst leads business analyst teams consisting of cross functional, global, and virtual groups
• Business analysis role with personal accountability for delivering and managing requirements to time and cost for projects typically more than $5m in value and 12 to 18 months in duration
• Demonstrated experience writing and reviewing business, user and non-functional/system level requirements
• Comfortable dealing with difficult stakeholders and opinionated developers and architects during facilitated sessions and during the development lifecycle
• Adept at getting sign off of business (functional and supplemental) requirements from user community
• Experience in selecting and executing elicitation techniques such as Interviews, Exploratory Prototypes, Facilitated Workshops, Focus Groups, Observation, User Task Analysis, Documentation Study and Surveys and overall Process Re-engineering
• Ability to work highly matrixed, multi-functional IT and business organizations
• Development and deployment of formal business analysis methods and tools to govern and control programs
• Working knowledge of market-leading data analytics tools – Spotfire, Tableau, SPSS, SAP HANA
• Solid understanding of the following requirements models: Stakeholder Categories, Actor Tables, Glossary, Context Diagram, Data Model, Class Model, Data Dictionary, Event Response Tables, State Diagrams, Business Rules, Decision Tables, Process Maps, Use Cases, and Activity Diagrams
• Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
• 10+ years in a corporate IT environment
• 7+ years of experience in business analysis or related technical field (application development, deployment/implementation and infrastructure)
• Work experience in a professional services industry, preferred

Administrative Assistant Direct To Consumers Service Delivery Resume Examples & Samples

• Provide complete administrative support including but not limited to composing correspondence, handling telephone calls, relaying messages, ordering supplies, managing invoice, administer staff system on-boarding/off-boarding especially for the offshore teams and responding to routine informational requests
• Manage minutes and agenda for the staff meetings and town hall meetings
• Responsible for planning a variety of activities including meetings, dinners, luncheons, Town
• Hall Meetings, and other events
• Coordinates travel arrangements including outbound arrangements for the 2nd VPs and other members of management
• Makes hotel, transportation, and other arrangements for incoming guests
• Maintains appropriate vendor contacts for local hotels, restaurants, and meeting facilities
• Independently carries out assigned projects as directed by 2nd VPs
• Provides status reports
• Meets project deadlines
• Maintain organization org-charts
• Creates, organizes and maintains an effective record-keeping system for the area
• Employee must be self-motivated with the ability to work independently and in a team environment. Possess excellent communication (verbal and written) and interpersonal skills to work with a variety of departments and levels of management
• Ability to write in appropriate business style which is understandable to the intended audience. Strong organizational skills needed
• Requires good judgment capabilities and a strong work ethic
• Able to manage multiple priorities, plan workload, produce excellent work results and follow through on commitments
• Must be able to quickly assimilate information and quickly recall the same
• Possess high integrity, loyalty and confidentiality
• Advanced computer skills and experience working with Microsoft Office products and other software programs
• 3-5 year’s administrative assistant experience is required.Working knowledge of advancedWord, Excel, and PowerPoint is preferred. Access knowledge and experience helpful

Director of Healthcare Service Delivery Operations Resume Examples & Samples

• Commercial Management– Responsible for managing the financial and contractual obligations associated with the BPS contract / services under his or her responsibility
• Ability to work with cross-functional team of experts across internal functions / business units
• Strong professional executive presence
• Readiness to travel 10% annually within US
• Must be authorized to work in the US without visa sponsorship / H1B visa transfer

Service Delivery Team Manager With English Resume Examples & Samples

• Ensure proper execution of processes by team
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
• May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary
• At least 3 years of work experience in department of Customer Service
• University graduate
• Previous experience in finance and accounting
• Coaching/mentoring skills
• Strong time management skills
• Providing application support for real time analytical data systems. These systems are utilized by front, mid and back office. This role will also involve in supporting the critical analytical Java Swing and J2EE applications currently in production environment and enhancing/improving/integrating existing apps as per business needs. This will involve analyzing and creating new batches in the existing system to scrape any new data and also supporting various tools that will host this data . In addition, this role will be working directly with all divisions of the business ranging from technology, front office traders, trading support, risk control, Mid Office to back office accounting and settlement operations in support of the end solution
• 4 year a Bachelors technical degree with strong computer science fundamentals
• 2+ yrs development experience in DHTML, JavaScript libraries (Ajax, JQuery) , DOM, Spring MVC and IBATIS SQL Mapper frameworks
• 2+ yrs development experience in core Java, Swing, J2EE, JMS

SAP Service Delivery LO T Resume Examples & Samples

• Knowledge on MM Pricing, inventory management
• Integration with SD and FI
• Knowledge on IS-Auto module
• Basic understanding on automotive business flows to implement Action, Action matrix, Vehicle cycle flow
• Knowledge about Inbound (inbound deliveries, STO, etc.,) & outbound logistics (Delivery, shipment, PGI)
• Good understanding on Variant configuration
• Support level understanding on Variant configuration
• Basic knowledge on ALE
• Hands on support tools (like Solman, HPSD or BMC remedy)
• Excellent written and verbal communication skills, with the ability to communicate effectively with people in technical and non technical roles
• Conflict Resolution – uncover the root causes of conflicts, identify possible solutions, and see through the successful and timely implementation of said solution
• A self –starter with good analytical and problem solving skills
• Strong follow-through, focused and detailed oriented
• Proper documentation maintained for the objects getting delivered
• Identifying potential leads independently (or with team-members) through networking, customer meetings, trade shows, public speaking, and/or other sources
• Developing relationships with potential buyers through personal meetings, presentations, speaking engagements, business networking or other business or social gatherings
• Develop strategies and tactics for penetration of new accounts and cross selling to establish accounts
• Initiate and qualify opportunities that are acceptable to Accenture and has a justified business case for the client
• Ensure the closure of potential deals and managing the end-to-end lifecycle from pipeline to a successful signed deal
• Recommending which opportunities Accenture should pursue using criteria such as highest probability of winning, and profit potential
• Supporting/participating in any oral proposal activities, developing and reviewing written proposals
• Maintain a keen sense of marketplace intelligence of trends and competition in order to provide market leading perspectives, emerging trends, tools and techniques that can be effectively utilized to develop and promote business
• Articulate what Accenture brings: relevant assets and capabilities including Market Offerings; Vision; Process Framework; Key Messages; Credentials; Tools
• Track and communicate progress against sales goals and targets
• A minimum of 7 years of sales, business development and account management experience within Business Process Outsourcing /Service Delivery industry
• Has strong market and industry awareness in Operations Outsourcing / Contact Center / Shared and Managed Services
• Strong ability to persuade, be strategic, motivate, and influence others
• Preferably, have experience working in an offshore/outsourcing environment
• Proven ability to contribute to new business development efforts and manage multiple tasks in a dynamic environment
• Must be detail oriented and able to manage and maintain all facets of complex assignments
• Strong track record with an ability to maintain and grow client relationships
• Should have demonstrable problem solving abilities with the aptitude to identify strategic solutions to business problems
• Ability to work in a team environment, including engagement with multi-disciplinary teams of peers
• Demonstrate flexibility to work among diverse corporate environments and cultural backgrounds
• Executive presence and exceptional communication skills are required

UK Hub Service Delivery Controller Resume Examples & Samples

• Process all enquiries received by the Service Centre as appropriate
• Liaise across the business to resolve Customer enquiries of varying levels of complexity
• Liaise across the business to generate accurate and timely repair quotations for Customers; working with Commercial and Finance departments to ensure complex pricing model understood and appropriate margin position achieved
• Working across technical and material teams ensure on complex repair quotations that material, design, test and obsolescence issues are all resolved
• Perform contract review on incoming orders; ensuring all customer and contractual details are in order; flagging any special work instructions or import/export requirements as necessary
• Ensure that Customer agreements are fully understood by all areas in the respective process, and that the latest revision copy of the customer contract, where appropriate, is available electronically or by hard copy
• Generate regular reporting on order book status and profitability for use both internally and externally as appropriate with high degree of independence. Generates metrics reports for the Service Centre as requested by the Service Centre team leader
• On receipt of direct notification from the customer of an urgent repair requirement i.e. all AOG or ‘D state’ repair immediately prepare a plan to satisfy this work and notify all departments that are expected to be involved in the work. Ensure by continuous interaction with the Departments that the work is completed and despatched in the agreed timescale
• Prepare accurate customer repair quotations / letters real-time, based on information provided by the workshop/repairs cell using MoD/Civil templates. Where variance from approved pricing occurs, investigate and ensure timely escalation as appropriate to ensure quote generation
• Forward prices letters to the customer and as required chase the customer for their Price Approval. Investigate and resolve any customer queries relative to the price quotation or forecast delivery date. Escalate to the Project Manager
• Release of repairs, spares and manufactured items via the appropriate business system and ensure all transactions completed accurately
• Experience of working in a technology repair/spares operation/environment
• Proven ability to manage customers in a diverse international market
• Experience of manufacturing and MRP processes in a technology industry
• Experience of managing process based repairs in an ERP systems
• Understanding of Shipping/Export and Logistics desirable but not essential
• Understanding of the Purchasing/Supply chain/outsourced repairs
• Handles the daily management and supervision of 16-20 employees
• Participates in staffing process – recruits, hires and develops team
• Handles sales/customer escalations
• Maintains production levels by setting goals for team members
• Creates a positive work environment
• Drives reduction in cycle time, focuses on order accuracy, builds partner relationship with sales channels and a positive experience for our customers
• Seeks to continually improve work methods and results individually and for the team
• 3-5 years of experience
• Previous background in a business to business customer care center
• Knowledge of QCC Process and Systems
• Strong leadership, communication skills (oral and written), customer service, analytical, problem solving, conflict resolution and interpersonal skills
• Proficiency with Excel, PowerPoint and Word
• Positive, Can Do Attitude
• Previous coaching experience
• Self-starter that takes action beyond specific, explicit job responsibilities and assignments
• Able to work under pressure to meet goals and deadlines
• Must easily and effectively relate and communicate with a wide range of management levels

Service Delivery Centre Mobilization Specialist Resume Examples & Samples

• Ensure project / waves being led & executed in KL DC meets the cost / quality / speed metrics
• Support in driving KL DC Set up & stabilize in set up issues
• Participate in initiatives related to designing Mob for future on driving transition for Analytics, automation etc…along with other Mob leads
• Work with various functions of the BPO centre like Finance, HR, IT etc to ensure operational set-up of the deal
• Identify opportunities for automation during transition and drive the implementation during the transition phase
• Report and escalate to management as needed and Successfully manage the relationship with the client and all stakeholders
• Manage changes to the project scope, project schedule, and project costs
• Ensure Transitions learnings are documented at the end of each project and shared with the broader teams
• Participate actively in center wise Mobilization or KL DC initiatives
• Masters from Tier 1 / 2 institutes
• Minimum 5+ years of experience in Project Management
• Excellent communication skills – written and verbal
• Strong Business understanding
• Strong knowledge of and experience in Transitions across multiple domains & industries (eg domains - F&A, HR, Supply Chain, Marketing, CRM, Telecom, Insurance) / (industries – communication & high tech / Financial services etc)
• Should have the experience in leading & executing small scale Programs as a PM or lead a wave as part of the project
• Ability to engage in Business discussions & comfortable while working at the highest levels of client organizations and interacting closely with the GPO levels in a client org
• Quick to grasp and understand complex situations coupled with proficient commercial instincts
• Ability to work creatively and analytically within strict deadlines in a problem-solving / unstructured environment

Head of Service Delivery Resume Examples & Samples

• Management and development of a large service delivery team including: Core service delivery functions, service desk, end user computing, facilities, field installations and installation planning
• Implementation and management of appropriate ITIL service delivery framework components within: incident management, problem management, change management, release Management and configuration management
• Implement, maintain and champion continual service improvement throughout the department
• Maintain, challenge and report service provision through appropriate service level measurement & performance metrics
• Build and maintain key relationships with all IS vendors, internal IS teams and Business owners
• Ownership and Management of both 3rd party and internal business service reviews
• Establish and maintain clear ownership and accountability throughout the department
• Provision of out of hours operational support and service delivery management escalation
• Maintain high levels of knowledge of both business IS landscapes
• Production of management packs and associated information
• A solid background in IT service delivery management within a medium/large organization
• Extensive experience of managing and developing a high performance team
• Significant experience of managing continual service improvement
• Experience of developing and implementing appropriate ITIL framework controls
• Strong track record of delivering IT services to a high standard
• Proven track record of working effectively with business partners to ensure service delivery objectives are met
• Management of 3rd party suppliers in a complex environment
• Management of a medium/large budget
• Excellent ITIL knowledge = accredited/certified to a high standard

Service Delivery Operations Lead-procurement Resume Examples & Samples

• Identifies and manages issues and risks and act as an escalation point within the team
• Drives methods adoption and act as an expert in how to cost effectively deliver the Client Service Team's/Service Delivery Team's process and/or project requirements and deliverables
• Monitors and analyzes client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
• Identifies and implements productivity improvements ensuring adherence to appropriate project gating and business case approval requirements
• Manages and develops team competency coverage through cross-training, leadership development and succession planning
• Participates in and/or lead special initiatives
• Minimum of 8 years of Supply Chain / Procurement experience
• Minimum 5 years of supervisory experience
• Aerospace industry experience
• Experience of successful negotiation of complex or strategic contracts
• Strong supervisory, coaching and project management skills
• Proven global expertise and perspective; executive level presence and influence
• Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
• Results oriented, while respecting people and maintaining integrity without compromise
• Ability to manage multiple priorities within a fast paced environment

Service Delivery Rep Resume Examples & Samples

• Inspects technical design documents for standard IT solutions. Ensures that minimum requirements are met to start up and complete the implementation lifecycle – from validating requirements to provisioning and coordinating build activities, and closing the project via client signoff. This includes following the defined protocol when needing to cancel orders or place orders on hold when requirements are not met
• Plans and facilitates multiple client-facing meetings involving 6-8 technical experts. This activity involves allocating CTL engineering and technical resources and reviewing simple technical documents with stakeholders to review and plan work effort for large, complex solutions
• Manages client expectations by educating clients on streamlined implementation activities, communicating solution status via prescribed communication milestones and form letters
• Documents project information for small-medium size projects. This involves recording implementation activities and miscellaneous notes in CTL business applications in a manner that provides ample information needed to ensure a seamless client experience across all CTL functions
• Exhibits a proactive work approach by applying basic project management processes as a means to consistently meet project deadlines. Seeks help through managers and peers when needed in order to ensure the solution integrity and timeliness. Takes ownership and responsibility for decisions and project outcomes
• Executes basic project management processes. Can explain the basic activities performed when validating requirements, scheduling and managing work plan tasks, identifying and communicating with stakeholders, and managing changes to project scope or completion date
• Associates degree or equivalent education and relevant experience
• 3-5 years related experience in specific area or equivalent
• Strong communication skills (oral and written) are a must
• Ability to communicate project needs to internal and external teams/vendors
• 2-3 years of experience in managed hosting, telecommunications or other relevant industry

Specialist, / Ii-service Delivery Resume Examples & Samples

• Responsible for understanding and completing billing for customer scope orders for the following Windstream products
• Responsible for managing and prioritizing daily work queue, identifying clean order requirements for various product types and size of orders
• Responsible for ensuring that ready tasks/job steps are closed in a timely manner to meet order interval
• Responsible for following up on orders requiring further information or clarification with Sales, Account Development, Solution Engineers and other departments to resolve any issues relating to customer orders and billing issues
• Responsible for ensuring billing, information is accurate and sent to providers in a timely manner
• Responsible for staying current on Windstream products and services, department procedures, and new Service Delivery updates through training, email updates and participating in team meetings
• Responsible for providing feedback to Service Delivery Management and/or Change Management regarding process improvement and proposed changes to internal procedures
• Provision new and changes orders. This requires working knowledge of many systems to include external vendors
• Work all Toll Free Disconnects
• Monitor Toll Free Mailboxes along with the hotline established for Toll Free
• Monitor and resolve Toll Free Trouble from the Repair Center. (These will come over as an inquiry to a designated mailbox)
• Dedicated cutovers – Dedicated orders require special procedures based upon order type (Agent/NonAgent/DNIS). Dedicated reps receive notification from Sales/PC’s to make sure that the order is ready for activation at cutover. We activate/test call/troubleshoot on the cutover-Engage Systems Engineering when needed
• Work with Internal and external customers until all issues are resolved to customer’s satisfaction. This includes making time for Sales to create customer solutions

Mgr Service Delivery Gsio Resume Examples & Samples

• Supervise Solution Delivery Coordinators (SDC’s) to effectively monitor, manage, and measure workflow and staff development
• Develop, promote, and reinforce a customer first culture
• Implement strategies and tactics to ensure client satisfaction, meet CenturyLink contractual obligations, and to achieve Company objectives
• Perform all aspects of personnel management according to company policies and procedures
• Identify process improvement opportunities, and create business cases to gain approval for implementation of necessary changes
• Provide first point of escalation for SDC’s to resolve issues and to mitigate risk with projects, customer facing activities, or support activities
• Provide workflow directives, prioritize build requests and manage internal OLA’s to support the internal orchestration of implementation
• Establish, maintain, and evaluate monthly financial (MRR) forecasts. Ensure accurate forecasting of solutions handover to the client to support revenue acceleration
• On an individual basis, take direction and tasks from management on any number of non-specific matters, in an attempt to meet the various goals and missions of Service Delivery
• Produce monthly metrics relating to Service Delivery for presentation to exec committee on monthly, quarterly, and annual basis
• Track customer satisfaction (NPS) survey responses for reporting purposes and follow up with clients that provide poor gap scores in an effort to understand issues and correct processes if necessary
• Perform consistent, continual performance management to provide opportunities for employee development and to identify areas needing improvement
• Collaborate with Service Delivery management peers to ensure that all policies and procedures are aligned with departmental goals and are accurately documented
• Perform operational management activities to ensure the team is delivering quality solutions in a timely fashion – compile, review / interpret, and take action on business and team performance metrics
• Maintain and develop relationships with cross-functional key stakeholders incl. Sales, Solution Engineering, and Service Management teams
• Supervise a team of SDC’s responsible for “Complex” customer implementations

Process Lead, Service Delivery Performance Resume Examples & Samples

• Enabling and contributing toward Continuous Service Improvement
• Gap identification and analysis
• Develop and implement processes and procedures that ensure the delivery of consistent and measurable outcomes and meet internal and contractual commitments for Navisite’s North American, European, and Asian divisions
• Work with stakeholders to ensure proper support and adoption of operational policies, processes, and procedures
• Assisting with the training of Navisite practitioner teams on subject matter developed by the candidate
• Audit processes (as required)
• Bachelor’s Degree in Business, Computer Science, Information Technology, and/or a related field
• Required: ITIL v3 Foundations or Practitioner qualification
• Strongly Preferred: Service Level Management, Service Catalog Management, Transition Planning & Support qualifications
• Preferred: Service Asset & Configuration Management and Change Management experience
• Minimum of 3 years of experience in IT Operations or a closely related field and sector
• Excellent analytical skills, verbal skills, and written communication skills; the ability to present facts and data to achieve the desired outcome
• Excellent interpersonal skills and ability to collaborate
• The ability to operate in a fast-paced environment and drive changes through diligence and persistence

Service Delivery Transformation Lead Resume Examples & Samples

• Collaborate with other design teams across Humana to ensure our Design Strategies are connected and in sync
• Influence upstream operations partners where there are opportunities to redesign connected experience to the appeals process
• Developed aligned strategic portfolios with enterprise shared service groups (DCOE, DEC, Consumer COE, Enterprise Consulting, etc.)
• Ensure the design team is continually thinking ahead, expertly managing their portfolio, and aggressively measuring outcomes
• Ensure implementation and test plans are in place that protect our operations
• Serve as a fierce advocate for the consumer inside our organization but also externally ensuring the Resolution has a voice in things like “Voice of the Consumer”, etc
• Expertly manage executive stakeholders expectations through high quality communications, presentations, and experiences
• Directly influence platform strategy and direction with direct leadership of a small design team and indirect leadership of a broad, cross-functional group of internal and external partners
• Secure ongoing funding and resources as necessary to support this body of work including sourcing external vendors when/if needed
• Strong ability to communicate one's ideas through their design
• Experience working with human centered design teams and/or innovation teams
• High degree of creativity, experience design, and problem solving ability
• Proven track record and a passion for designing compelling products/services
• A great portfolio of work / samples of design work is a must
• Masters of Business Administration or other graduate degree
• Uncanny drive to design the best user experience in the world
• Excellent presentation skills & and attention to detail
• Experience working with various departments and a product team
• Supervises and oversees the organization and performance of certain functional areas and the activities of team members. Provides staff management and guidance with an understanding and following of established company policies and procedures
• Supervises and ensures service delivery of projects/programs to meet client and company expectations and needs. Creates, recommends and implements project/program improvements in order to meet defined objectives
• Coordinates and communicates with other management team members to leverage resources and discuss solutions to problems. Develops processes with senior management for leveraging and using resources to meet customer needs. Investigates and resolves matters of significance as appropriate
• Supervises and monitors business activities to ensure a high standard of professional excellence is maintained among all staff members
• Engages and maintains communications with the customer, management and staff to ensure service is delivered on time and within budget or contractual obligations
• Assists in the development of operating and personnel budgets. Provides support in monitoring spending for adherence to budget plans, develops and recommends variances. May assist with budget analysis
• Supervises and organizes project and task work loads and selects individuals most qualified for assignments
• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager
• May participate in developing new business and/or task order proposals along with senior management
• Five or more years of related experience
• Two or more years of supervisory or management experience included
• Experience working with the past and present company business environment
• Experience working with the management implications of various forms of financial data
• Experience working with budgets, budget information and analyses
• Leadership skills to mentor, motivate and provide guidance to project personnel
• Provide effective leadership and management of a team of Implementation Project Managers; determine work priorities in accordance with project schedules, changing work demands, and policies and practices; coordinate resources for projects and assign work to internal and client teams as necessary
• Meet and exceed deployment targets for Concur Travel & Expense product line
• Review customer surveys to fine tune team’s skills and approach to achieve/maintain high customer satisfaction; proactively manage escalated issues through appropriate resources until closure
• Actively participate in and contribute to special assignments and projects related to improving our customers’ experiences with the Concur product offering and our internal policies and procedures; support the local management of Implementation Services with special projects and other assignments as needed
• Employee management activities including hiring, terminations, performance appraisals, coaching, career development, cross-training, salary recommendations, scheduling etc.; ensure staff and team development through ongoing coaching and development of the team members so that all employees are at minimum of “Successful” striving towards “Outstanding” standards

iXp Intern, Shared Service Delivery Resume Examples & Samples

• Assist in the management of new product innovations. The new innovations will impact the team’s delivery process and scope. In scope is tracking of these projects, and collecting various status points per project
• Support Deployment Leads with various customer focused tasks including data validation, analytical reporting, classification rule management, dashboards, and related aspects
• Support ongoing team initiatives, such as best practice collection or strategic skillset development with research, training recordings, presentation development, or related tasks
• Contribute to creating or updating team collateral. This includes both internal and external documentation (work instructions, best practices, project plans, and workshop materials). Our cadence for updates is increasing based on our new Product release schedule
• Assist with the use of project management system (ISP and Project Smartsheets). Support in documenting procedures, but more importantly defining reports and metrics for the use of the tool
• If the opportunity arises, collaborate with the Spend and Supplier Analysis Deployment team and other groups, such as product management, solutions marketing, or others on Spend Analysis related challenges
• Responsible for identifying improvements of a subset of shared services processes related to the SAP Ariba Spend Analysis and SAP Ariba Buying solutions
• Provides responsive support for the broader SAP Ariba Spend and Supplier Analysis as well as the SAP Ariba Buying team with daily tasks related to services delivery
• Computer skills, primarily in the use of Microsoft Office Suite products
• Communication skills, both written and verbal
• Manage multiple simultaneous tasks
• Coordinate with colleagues the appropriate configuration, set up, and delivery of computer-related equipment and software
• Monitor and maintain service queue based on established service level agreements
• Associate’s or bachelor’s in information technology or related field
• Meet contractual SLA on all client service towers LAN, WAN, WiFi, IPT, Call Centre, ATM, Digital Signage & Trading System
• Senior escalation point for all Operations and Client Service Management
• Deliver excellent Quality of Service, exceeding contractual SLA
• Manage client and internal relationships to executive level
• Drive behaviours on the account to maximise revenue streams
• Lead department of engineers, process managers, Service Desk and Client Service Managers. Responsible for Performance Management, Learning & Development and Organisational Health of same
• Ensure optimum staffing levels in place to deliver service, drive behaviours to ensure resource resiliency and avoid single points of failure
• Lead a large virtual department of support teams across various on-shore and off-shore locations, accountable for service delivered by same
• Own and develop a high-level Customer Relationship with key suppliers who deliver critical end-customer services on the account, be accountable for same
• Accountable for appropriate maintenance of all customer infrastructure, ensuring associated activities (e.g. upgrade, patch, back-up) are delivered according to contractual requirements and meet internal and client audit requirements
• Assume leadership role, build positive relationship with other business and technical leads on account, demand accountability across all areas
• Ensure service is operated to ISO20000 standards. Ownership of account IT Service Management processes
• Incident Management - Change Management
• Problem Management - Capacity Management
• Release Management - Availability Management
• Accept into Service - Supplier Management
• Security - Service Level Management
• SLA Reporting - Service Asset & Configuration Management
• Degree or equivalent in ICT, Computer Science or Engineering desirable
• Excellent communication skills both written and verbal, with extensive experience presenting to senior management
• Demonstrable experience in leading an operational team against challenging contractual SLA
• Strong level of people management skills
• Track record of meeting client business imperatives
• Experience of managing 3rd party suppliers
• Understanding ICT products and services
• Track record of supplier management

Application Service Delivery Professional Resume Examples & Samples

• Project / Process Management – Ability to effectively drive all aspects of an initiative: initiate, plan/re-plan, lead associated resources, manage risk, stakeholder expectations, implement, control and closure activities
• Communication Skills – Excellent active listening skills. Highly polished capability to effectively and crisply message to technical teams, business and technical stakeholders and leadership
• Relationship Building – Proven ability to develop strong relationships and build trust with both clients and partners
• Multitasking – Ability to manage multiple concurrent time-bound tasks within the portfolio of work is business as usual
• Bachelor degree in Information Technology or equivalent experience
• 5+ years of Technical Project / Process Management
• Experience working in a matrixed-organization
• PMP or other project management certification desired

Service Delivery Center Analyst Resume Examples & Samples

• Works with business organizations to solve their most complex technology issues
• Develops client relationships across multiple levels
• Participate in design, development and code reviews
• Develop requirements specifications and design documents
• Conduct unit tests and undertake analysis of results to verify that developed code meets requirements
• Report directly to the Senior Architect/Manager as appropriate
• Work closely with offshore teams (as needed) to deliver projects to time, cost and quality requirements
• Willingness to learn and quickly adapt to changing requirements
• Bachelor’s degree in Computer Science, Engineering, Technology
• A minimum of one year of work experience in a related field
• Desire to work in a computer-related career where >80% of time is spent working on system-related activity: software configuration, development, workflow design, process design, analysis and quality assurance
• Proficiency in Java, with a good knowledge of its ecosystems
• Skill for writing reusable Java libraries
• Skill in SQL
• Familiarity with concepts of MVC, JDBC and RESTful
• Familiarity with Java GUI frameworks, such as Swing
• Familiarity with AngularJS, jQuery, HTML5
• Familiarity with both external and embedded databases
• Excellent interpersonal, written and verbal communication skills
• Proficiency in the English language, including the ability to listen, understand, read and communicate effectively both in writing and verbally in a professional environment
• Proficiency with MS Office, including Excel, Word and PowerPoint
• Effective organizational and time management skills with the ability to work under pressure and adhere to project deadlines

Service Delivery Center Resume Examples & Samples

• Provides hands-on development of applications across the enterprise, digital and portals, user interface and design, core processing, data analytics and storage
• Participates across all phases of the software development life cycle in an agile/scrum development environment, which supports incremental development of high-quality, fully tested application component delivery
• Build scalable, distributed, multi-threaded Java applications and tools using various technologies
• Collaborate with peer groups for architecture and delivery discussions/decisions
• Responsible for delivery of business cases, use cases, code and unit tests
• Adopt a logical and organized approach to problem resolution
• Ability to clearly articulate both problems and proposed solutions
• Proactive approach in identifying issues and presenting solutions and options
• Database/SQL, data integration, ETL and data movement-related development
• Reporting and dashboards
• Business and data analytics development and deployment
• Strong academic record, including, without limitation, course work that EY deems relevant to this position
• Flexibility to work on ad hoc tasks depending on requirements
• Solid understanding of object-oriented programming
• Ability to write clean, readable Java code
• Basic understanding of the class loading mechanism in Java
• Knowledge of creating database schemas that represent and support business processes
• Integrity within a professional environment
• Flexibility and willingness to travel (0% to 25%), as well as work in excess of standard hours when necessary
• Manage, develop and mentor a team of technical experts
• Manage quality of deliverables from offshore teams (as needed) to deliver projects to time, cost and quality requirements
• Learn and quickly adapt to changing requirements
• Bachelor’s degree in Computer Science, Engineering, Technology, Industrial Administration, Business or a related field
• Minimum of 5 years of related experience
• 3 years of experience working at or advising a property and casualty insurance carrier
• 2 years of experience managing and supervising a team of technology advisors through all phases of the technology life cycle, including requirements definition, architecture design, conversion and testing
• Proficiency in Java and its ecosystems
• Skills in writing reusable Java libraries
• Knowledge of concurrency patterns in Java
• Experience with concepts of MVC, JDBC and RESTful
• Experience with Java GUI frameworks such as swing
• Proficiency with MS Office, including MS Excel, MS Word and MS PowerPoint
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Certifications are encouraged
• Confirmation on satisfactory execution and completion of preventative maintenance & rescheduling if required with vendors & customers
• Confirmation on recommendations and follow through on process
• Attending to all call-outs for the selected customer base, follow through & feedback to all relevant parties, updating system and manage SLA
• Assisting team members if required
• Portfolio Management: Unlike traditional project management, which focuses inwardly along scope, time, cost and quality for a single project or services, portfolio management focuses outwardly and encompasses the management of many projects and services to meet the client’s business objectives
• Trusted Advisor: The SDE leverages experience and consultative skills to be a trusted advisor to the VP level or higher for their client. The client will rely on the SDE to make credible recommendations as well as see to it that those recommendations are correctly implemented. The client and nature of our relationship will drive the ideal subject matter expertise required
• Identify, capture and communicate the client’s core business objectives and the business value delivered by Dimension Data throughout Dimension Data
• Present a consistent interface between the client and the various service operations or projects managed within Dimension Data, locally and globally
• Keep a schedule, make tight deadlines, and work timely and independently and work with Dev team
• Need to ensure that there is a good rapport with the DEV team and all endeavors are made to complete the tasks on time
• Create and write timely and accurate user notifications
• Assist with reporting
• Prioritize and engage management in situations where prioritization is a challenge
• Lead meetings and know all parts of a meeting
• Work closely with the development team
• Good experience with MS office
• Good experience with UNIX, PL/SQL, schedulers
• Good knowledge of ETL process
• Understanding of the importance for incident, problem, and change management procedures for day to day support activities
• Knowledge of “Best Practices” in production support
• Candidate must have a mind set to observe and absorb the entire day to day task in order to be able to support these applications at a later stage

Proj Coordinator, / II / Iii-service Delivery Resume Examples & Samples

• Manages order progression by engaging with internal teams to ensure individual job steps are completed timely
• Partners with internal teams to remove road blocks. This could include facilitating internal conference calls/meetings, or working with teams who are not directly involved with the customer facing order process. (I.e., core engineering, grooms, etc.)
• Coordinates site readiness, equipment delivery/receipt and activation/implementation
• Continuously monitors progress of job and investigates any deviations from schedule. Keeps all appropriate personnel apprised of order status, shifts in priorities, and existing/perceived problems
• Follow established Service Delivery process, with particular focus on providing a consistent and positive customer experience
• Identify process improvement opportunities and collaborate with peer teams and/or management to implement change
• Must understand and adhere to department/organization/company policies
• Must adopt and demonstrate WIN’s values
• Operating as subject matter expert
• Serve as escalation point of contact for customer and system related issues
• Effectively manage both internal and external client relationships within a defined scope
• Responsible for using discretion when exercising consistent judgment with matters directly related to management policies and the general operations of the business
• Bachelors degree in Engineering and a minimum of 3 years’ of relevant work experience OR a minimum of 7 years' of Operations/Manufacturing experience in a work environment
• Minimum of 1 year of training or supervisory experience
• Minimum of 2 years' of Microsoft Office experience including Access and Excel
• Quality, Inspection or Auditing experience preferred
• Demonstrated track record of accomplishments using Quality Improvement tools
• Previous Coaching, training or mentoring experience
• Highly effective team player with strong communication and decision maker
• Energetic individual with strong leadership skills
• Oracle administration experience on 11gR2 & 12c databases; RAC; Oracle EBS R12 and R11i ; Oracle Fusion Middleware 11g & 12c; Oracle EBS under RAC; Data guard; SSO Integration; Oracle Streams; BI Publisher; Hyperion; Load Balancing and SSL; RMAN and Hot Backup; OEM 12c
• Administration and Maintenance of Oracle Applications Databases, eBusiness suite and Fusion Middleware technologies under variety of configurations such as RAC, Shared/Normal ApplTop, RMAN, PCP, FMW Cluster - Active-Active & Active-Passive etc
• 7x24 On-Call support for mission critical production databases on rotation
• Provide support over weekends for planned activities
• Work with support team to perform root-cause analysis and problem diagnosis
• Implement, enforce and adhere to Disaster Recovery plan for platforms. Failover and Failback of live production systems between Primary and Secondary sites
• Work closely with Unix, Networking, Storage and other support teams for monitoring, problem troubleshooting, space allocation & capacity planning for Oracle environments
• Assist Software Configuration Management / Development teams with troubleshooting Performance, Application Patches & PE (productivity enablers) Issues
• Assist with SOX compliance, Database/Applications/FMW security scans, and their remediation
• Implement and Enforce Security for Oracle Environments
• Single node & Multi Node cloning of Oracle Apps Instances in Normal and Shared Appltop Architecture; RAC to Non-RAC conversion in EBS setup
• Patching of Oracle Database and Technical Configuration of Oracle e-Business suite and Fusion Middleware
• Monitor & Troubleshoot Database & Application Performance Issues using standard Oracle tools and 3rd party S/W
• Good experience in managing and monitoring WebLogic Server performance by tuning JVM Heap size & GC parameters
• Experience in Oracle OEM 12c, agents and adding monitoring, groups and incident rules for middleware domains
• Troubleshoot Server Hang, Deadlock, application level lock, database level lock by taking thread dump and analyze to get the root cause for the hang
• Working knowledge of Oracle Security Middleware (Oracle Access Manager, Oracle Internet Directory), Network and Firewall
• Perform Workflow Notification Mailer Configuration and Troubleshooting
• Perform SSO Configuration & Troubleshooting related to Oracle Apps & Fusion Middleware
• Impact Analysis and Implementation of CPU/PSU patches on Database/Technology Stack
• Manage Oracle SRs and Cases with Oracle and 3rd Party S/W vendors
• Update DBA Processes/Standards and documents (DBA Run book, Cloning, Upgrades, Issues/Resolutions etc.)
• Monitor and troubleshoot Concurrent Manager Problems, Performance, Errors etc
• Analyze CCM job performance pre/post release implementations
• Perl, Shell, Sql & PL/Sql scripting for Alerts, Monitoring, Reporting & Auditing etc
• Prepare and upload weekly database and application job stats (performance and errors)
• Ability to meet deadlines and stay customer focused
• Work in a fast-paced environment
• Train new team members
• Bachelor of Science degree in Computer Science or equivalent or MCA from a reputed college
• Minimum 5+ years’ in Oracle Applications, Database & Fusion Middleware administration on enterprise level platforms running on Solaris and Linux
• Good Understanding of UNIX, Linux, Storage & Networking; NAS Snaps and EMC BCV
• Must have experience in Supporting 24x7 mission critical Oracle EBS Applications
• Understands, explains and presents complex technical ideas to both technical and non-technical audiences, including senior management
• Oracle Enterprise Manager
• Oracle 10g & 11g FMW / SOA Application Server Administration
• Oracle 10g Portal/Forms/Reports and SSO/OID Application server administration
• Oracle 11g SOA Composite Application Developer
• General Role Requirements
• Extensive hand-on Oracle Middleware administration experience on Oracle Middleware 10g & 11g; SSO Integration; Weblogic, BI Publisher; OEM 12c, eBilling, GRC
• UNIX Knowledge
• Improve the key success metrics associated with quality and goals. These include
• Customer Satisfaction Scores
• AHT - (Average Handling Time)
• Quality Scores
• FCR - (First Call Resolution)
• RPC - (Revenue Per Call)
• 80% Coaching Action Plan (CAP) utilization
• Develop, coach, support, and evaluate the team
• Ensure team has tools, systems, and support needed to perform their job
• Current Teletech employee who’s been in their current role for a minimum of 6 months
• No current corrective action
• Strong understanding of TeleTech's business, core values, and goals
• Ability to lead and partner successfully with staff and chain of command
• Proficient English, both written and verbal
• Open, honest, and empathetic manner when dealing with people
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
• High level of integrity, honesty, and judgment
• Knowledge of call center business
• Data analysis and reporting
• Action planning

Service Delivery Ops Accounting Analyst Resume Examples & Samples

• Assist with a variety of tasks on the General Accounting team
• Ensure that daily, weekly, monthly, and quarterly targets are met as per the SLA
• Assist with financial analysis, planning, budgeting, and implementation of SOX and compliance policies when required
• Process bank reconciliations, due diligence letters, data searches to locate payees, and escheatment process
• Minimum of 2 years' finance and accounting experience
• Associate's degree in financial disciplines such as business and accounting
• Bachelor's degree in finance, accounting, or business is a plus

Head of Infrastructure &service Delivery Resume Examples & Samples

• Detailed knowledge of IT Service Management and Control Techniques (ITIL - Service Management essentials)
• Knowledge of third party relationship management
• An understanding of other technologies such as data communication and document processing systems and their integration with IT systems
• People Management and Supervision skills
• A thorough understanding of technologies such as Cloud Computing, Virtualization, Storage Technologies and Network Optimization
• Business understanding and knowledge of how technology can drive business growth
• Understanding of business and the role of technology to support business growth

Service Delivery Coordiator With English Resume Examples & Samples

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
• Recommends system or process improvements, including procedures, training, and enhanced documentation

Service Delivery Technical Specialist Resume Examples & Samples

• Minimum 2-4 years in financial services. Defined contribution and/or defined benefit experience considered a strong plus
• Technical expertise in compliance testing & reporting and/or plan document services considered a plus
• Ability to manage assignments to ensure intended results are achieved on time and within budget
• Strong communication and time management skills; ability to handle competing priorities
• Intermediate proficiency in Microsoft Excel
• ASPPA designations considered a plus

Operations & Service Delivery Co-ordinator Resume Examples & Samples

• Qualification: Bachelor / Master’s degree in Media Studies/Management
• Experience: 2 - 5 years
• Technical/specific skills: Confident in use of Windows Powerpoint, Excel

FM Service Delivery Co-ordinator Resume Examples & Samples

• Support, assist and co-ordinate contract mobilisation and supply chain performance management activity
• Manage small suppliers to in order to gain experience of supplier management and contract management activities
• Identify positive / negative trends in performance using available data to find continuous improvement opportunities to reduce cost, improve quality and performance and take proactive corrective action where necessary
• Attend formal and informal meetings with the Supply Chain
• Providing training and awareness sessions on required SLAs and KPIs
• Undertaking evidence of contract management audits within SharePoint
• Co-ordinate the contract governance activity of the supply chain
• SharePoint population and support
• Take and prepare minutes
• Co-ordinate team dairies
• Ensure all documents ready for key supplier and client meetings
• Adhoc and regular administrative duties
• Demonstrable relationship management skills with strong team ethic and peer support experience
• Strong stakeholder engagement skills with the ability to communicate at all levels of an organisation
• Ability to be detail orientated as well as understanding the strategic importance of business activities
• Demonstrates a systematic approach to tasks and measures progress against plans
• Ability to work as part of an integrated team or individually as required
• Effective communicator both verbal and written with ability to produce accurate and timely reports
• Good Word, Excel and Outlook skills
• A track record of identifying the need for additional systems and processes
• Has worked in roles where he/she has had to accept responsibility for data accuracy within own remit and work area and compliance with company and or legal requirements
• Proven track record in identifying efficiencies and implementing strategy to streamline office operations / administrative functions
• HSE awareness
• Manage the communication. Maintain a positive, respectful, and caring attitude. Communicate problems clearly and collaborate with business partners to ensure that issues will be resolved quickly with a minimum long term impact. Offer clear and objective alternatives, and work with the team to help implement solutions. Identify and communicate any potential problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)
• Escalate system level issues to the appropriate systems/IT support/vendor team. Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform job functions. Clearly identify and manage all system level issues including the scope of problems and relative urgency. Manage clear documentation of problems via email or ticketing system to the appropriate support team. Assist as necessary in isolating the root cause of problems and implementing solutions to ensure problems have been addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis, and problem solving)
• Knowledge of Digital Marketing
• Minimum of 3-5 years telecommunications industry experience
• Bachelor's Degree In Business or equivalent in education and experience
• Customer service knowledge and experience
• Strong leadership, conflict resolution, problem solving and interpersonal skills
• Strong communication skills (oral and written)
• Ability to work with multiple teams and efforts: partnering with Sales and Support Teams, identify efficiencies with Tech Ops, streamline methods with Process and Product, and solve customer issues
• Proficiency with Microsoft Office – Excel and Word
• System knowledge of Legacy Qwest systems
• Supervisory/coaching experience
• Experience managing in a Union environment
• Provide day to day technical / functional support for Oracle Apps
• Organize technical team meetings and manage team to adhere SLAs
• Attend daily / weekly conf calls with VCPs
• Must have 10+ yrs of experience as a Techno Functional Developer in Development and Support of Oracle EBS – Rel 11i
• Excellent skills in Oracle SQL, PL/SQL, Forms & Reports, Distributed Technologies , Workflow , APEX & XML Publisher
• Strong Techno-Functional experience in various modules of Oracle EBS such as OM, INV, BOM, WIP, MRP, PO, AR, AP, GL, FA, ASCP, iProcurement

Associate Analyst, IM Service Delivery Resume Examples & Samples

• Provide day to day technical / functional support for Oracle Apps R12 & 11i systems
• Excellent skills in Oracle SQL, PL/SQL, Forms & Reports, Distributed Technologies , Workflow , XML Publisher
• Highly conversant with RICE components
• Should have knowledge in Structured Software Development processes
• Should have good understanding of Unix and shell scripting
• In depth knowledge in Oracle EBS Functional 11i & R12
• Hands on experience in Order Management (OM), Shipping (WSH), Inventory (INV)
• Oracle Engagement including SR support
• Job scheduling , familiarity with site and user profiles setup
• Month end & Year end support
• Experience in Incident engagement and escalation process
• Ability to test business processes
• Provide day to day functional support for Oracle Apps R12 & 11i systems
• Bachelor’s Degree in Engineering or MCA from a reputed college
• 5 to 8yrs of experience as a Oracle Apps Functional consultant - Rel 11i & R12
• Position is responsible for coordinating order processing, providing provisioning support and dispute management from QOA order entry through to Oracle order booking
• Responds to Sales Team inquiries to order CPE services for CenturyLink customers, and creates sales orders within systems
• This includes validating contractual information, and validation of other key customer information prior to keying order into the order entry system
• Partners with sales, process, legal, Pricing & Offer Management, Sales Engineers, provisioning, account management, and product to resolve ordering issues for unique customer solutions
• Occasionally handles escalations for special ordering requests and expedited order requests
• The ideal candidate will occasionally assist team leads, with completion of special projects to improve business processes
• Minimum 1-3 years related experience, and customer service experience
• Problem Solving and Analytical Skills
• Strong communication: listening, oral, written
• Collaboration skills
• Successful completion of all Assessments and Interviews, required for this position
• Understanding CPE products and service
• Associates or Undergraduate degree

Fixed Assets Service Delivery Resume Examples & Samples

• Lead and manage a team of 5 people, with accountability for reporting & accounting for diverse businesses
• Provide leadership to the Fixed Assets capital reporting team including provision of clear reporting targets and measures
• Own people management processes - performance management and appraisal/assessment, talent analysis and development, recruitment, etc
• Promote a continuous improvement culture to ensure that processes are effective and efficient and simplified and standardised
• Actively participate on the R2R LT
• Provide assurance on validity, accuracy and completeness of the Fixed Assets General Ledger (GL)
• Local ownership and accountability for the validity, accuracy and completeness of the Fixed Assets
• Accountability for Property, Plant & Equipment (PP&E) & Fixed Asset Accounting and Processes, which includes Capital Expenditure, Capitalisations, Disposals, Verification, IFRS and Group Reporting, etc. for the region
• Promote a culture on control service excellence and delivery within the capital reporting team ensure all reporting deadlines are being met
• Provide a centre of expertise for capital reporting in the Southern Africa region by keeping up to date with the latest accounting standards and changes to BP’s Group Reporting manual
• Responsible for the maintenance of the fixed asset registers for BP Southern Africa region
• Establish and maintain a close and strong working relationship with BP businesses/stakeholders
• Monitor and ensure that all the regions fixed asset transactions are properly recorded and a robust audit trail exists
• Provide support to the business units for WIP processing and play a role to close out projects in a timely manner, to ensure timely capitalisation thereof
• Responsible for compliance of the balance sheet integrity policy (BSI) around Fixed Assets
• Maintain close working relationships with BP Tax to ensure that the FAR accurately reflects all taxation requirements for the region
• Liaise and engage with external service providers to ensure established SLA’s are maintained
• Monthly, Quarterly and Year-end reporting processes, including AFS Disclosure requirements as it relates to PP&E disclosure, Capital Commitments (including JV’s) etc
• Monthly variance analysis of Actuals vs Forecasts for capital spend, depreciation and other PPE relates accounts
• Escalation, tracking and close out of risks and opportunities with the embedded Finance team (CBM) and/or business partners
• Provide assurance for additional Information disclosure/reporting requirements, as well as Supplementary Data reporting, e.g. reporting for Disposal of Fixed Assets
• Monthly reporting and analysis of Fixed Assets PPI’s
• Input of Quarterly Due Diligence reporting requirements (GBS, FVC, and Lubricants)
• Provide variance analysis for Quarterly Fincom Results presentation (Capex, Depreciation, Profit/Loss on sale of assets) – quarter-on-quarter, year-on-year
• Accountability for quarterly Analytical Review Procedures (ARP’s) as it relates to Fixed Assets movements, quarter-on-quarter, year-on-year
• Liaise with local Accounting Policy team on interpretation and application of IFRS and Group Accounting Policy relating to new/ non-standard business transactions
• Accountability for Business Process Mapping (BPM), including sign-off of completed maps and related Standard Operating Procedures (SOP’s)
• Contribute to and participate in GBS annual planning process
• CA/CIMA/ACCA, Honours Degree in Finance, Accounting or similar field (CA strongly advantageous)
• Minimum of 8 years of experience in Finance and/or related field
• Experience in management of a small to medium sized team
• Group Reporting experience advantageous
• Experience overseeing multiple projects/activities and tasks
• Application of Continuous Improvement (CI) principles/practices to
• Have a thorough understanding of the key systems, processes, resources and dependencies of the department/business area in order to update at process tower level
• To lead the Fixed Assets capital reporting team in maintaining the fixed asset registers (FAR) and work in progress accounts (WIP) for the BP Southern Africa businesses
• To ensure Fixed Assets reporting accuracy for region
• To ensure the accounting treatment related to Fixed Assets is consistent with BP Group policy and International Financial Reporting Standards (IFRS)
• Proven track record of working effectively within a team-based environment, including managing others to deadlines (including both direct reports as well as others)
• Strong interpersonal and communication skills are essential given the importance of building strong and enduring relationships with various teams
• Standardise, simplify and reduce complexity
• Manage performance rigorously and hold others to account
• Set clear direction, priorities and boundaries
• Responsible for developing compensation related analytics and modeling based on business requirements
• Utilize MS Excel and Access on an intermediary/advanced level to automate and assist LOB compensation managers with reporting requirements
• Ability to query multiple data sources to develop compensation reports using established business rules
• Participate in various projects that require reporting requirements and assumptions in project documentation
• Advanced knowledge of Microsoft Access, Excel, and PowerPoint
• Ability to query for data extraction, mining, and manipulation
• Strong reporting capability; prefer skills to simplify and automate where possible
• Proven analytical and data management skills
• Ability to communicate orally and in written communication
• Ability to manage own time effectively, prioritize issues, work independently and take on new responsibility
• Strong attention to detail; exercise strong quality control over own work
• Experience manipulating, analyzing and working with large amounts of data
• Oracle Business Intelligence

Service Delivery Managers Resume Examples & Samples

• Actively engages in managing the screening area by monitoring queue length, service levels, reporting on changing needs and seeking additional staff from other screening areas when required
• Achieves Key Performance Indicators (KPIs) and ensures compliance with Standard Operating
• Procedures (SOP’s) on a daily basis
• Supervises Screening Officers by acting as a coach, mentor in order to create and maintain an engaged, motivated work force
• Scheduling and administrative tasks including, assigning staff to screening positions, monitoring breaks and training hours to ensure service delivery levels, coordinating with other screening points to organize efficient staff deployment, accommodating language requirements, ensuring proper tracking
• Ensures proper time and attendance tracking in various programs
• Minimum five years work-related experience in a similar supervisory role, preferably in the Aviation Security Industry in a unionized environment
• Strong operational focus with the ability to act under pressure and provide creative solutions
• Experience in the management of personnel at a supervisory level
• Ability to implement performance management / discipline with direct reports

MVP, Service Delivery Resume Examples & Samples

• Responsible for operationalizing the overall ExP strategy within the region - lead, motivate and manage the service delivery team delivering EXP, including Executive Partners (all levels), VP, Team Managers and VP, Service Delivery (RVPs)
• Maintain, renew and grow regional book of business
• Accountable for the retention rate of members in region and collaborate closely with Sales to achieve renewals and growth
• Champion and continually coach to the Pathway to Success
• Drive consistent execution of EXP’s global priorities
• Lead regional account and operations reviews with delivery team and Sales executives
• Demonstrate Gartner’s Leadership Pillars, and continually apply best practices as it relates to hiring great talent, providing coaching and feedback, and managing performance
• Maintain a high level of understanding and knowledge of Gartner’s vision, structure, culture, philosophy, operating principles, values and code of ethics in order to coach, motivate and engage staff to provide excellent value to our members
• Develop and foster collaborative relationship with Sales, Research and other key Gartner business units, establish and maintain solid working relationships with various internal entities to create a comprehensive, well designed strategy for growth and retention in the region
• University graduate (Masters or Doctorate preferred) with a minimum of 15 years’ experience working as a CIO or in a senior management role in an IT capacity in a complex, global, multi-billion dollar organization
• In-depth understanding of the IT industry and the role of the CIO; understanding of the business value of IT and the alignment of Business and IT strategies
• Build great teams: Extensive and proven people management and development skills
• Know the right things to do: Critical thinking and problem solving to assess client situation and provide actionable outcome based business/technical advice and access to appropriate Gartner services to support achievement of business results
• Leadership mindset: Demonstrates humility and ability to adapt to change quickly with a “No Limits” perspective
• Deliver powerful communications: Superior verbal, written, facilitation and presentation skills in an effort to drive results
• Excellent relationship skills, including significant experience working with CXO level executives
• Demonstrable sales and/or business development experience with CXO level executives
• Prioritize time: Strong time and project management skills; operationalization of leadership mindset
• Performance management of multiple third party suppliers, and the governance of internal and external service providers
• Taking ownership of the service portfolio and the delivery of service management services to the business
• Delivery of all IT services to the business to meet service targets in Service Level Agreements (SLAs)
• Strategic, tactical and operational engagement with the business to ensure that service requirements are understood and delivered
• Management of overall service quality – including the CSI Programme and the measurement of customer satisfaction
• Be educated to degree level or equivalent (desirable)
• Have proven experience leading large teams (where a significant number of services are delivered and/or supported by third-party suppliers), ideally within a UK utilities environment
• Have experience of managing departmental budgets of £3m plus
• Demonstrate experience of working in a mixed support environment (internal and external support teams, on and off-shore resources, outsourced services)
• Demonstrate commercial acumen and negotiating skills evidenced by proven experience of procuring and negotiating one or more of
• Validate appropriate contributors have participated in the creation review of each team deliverable according to standard methods and/or processes
• Drive methods adoption and act as an expert in how to effectively deliver the process and/or project requirements and deliverables
• Monitor and analyze client and customer satisfaction through available escalation complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
• Identify and implement productivity improvements ensuring adherence to appropriate project
• Responsible for ensuring financial viability of suppliers, with deepest focus on critical suppliers. This includes the development and management of a global supplier financial viability assessment process and associated training to align with Global Procurement Sustainability and Corporate Treasury requirements
• Work with DCN to flag critical suppliers, ensuring supplier financial reporting is received and schedule ongoing reviews with Corporate Treasury
• Develop and mentor people, act as a career counselor and create a high performing organization foster relationships, resolve conflicts, deliver performance feedback, etc
• 5 years of experience in Operations Delivery
• 5 years of experience managing large Teams
• Experience managing HR functions
• Accounting and Finance knowledge
• Experience in successful negotiation of complex or strategic contracts
• Ability to interpret data, prepare presentation materials and deliver content to all levels of management and clients
• Strong organizational, multi-tasking, and time management skills
• Single point of contact for nominated accounts within BT Business
• Order entry for all products & services
• Liaise with account management teams to gather missing or incorrect information required
• Liaise with the order management team to provide updates on orders in the systems
• Take lead responsibility for updates, managing KCI’s to Account Team, Internal Teams
• Develop and maintain effective working relationships with Internal teams and other key stakeholders, to ensure full commitment and support for the success of the order
• Proactively monitor progress of all orders, highlighting orders in jeopardy and be the first point escalation for exceptions
• Identify trends / underlying issues and put a plan in place to resolve issues and drive improvements
• Proactively monitor Customer Commit dates
• Action all Cancellation Tickets within SLA
• Action all Process Steps within SLA
• Maintain 100% quality of Orders on the Systems (Right First Time)
• Ensure all billing set up and billing de provisioning is accurate. (Right First Time Billing)
• Resolve any Intervention Required orders within SLA
• Ability to work with company systems such as Siebel, eDCA, Tahiti, Arbor, SQE and email
• Undertake mini-projects and extra duties when requested by Line Manager and provide regular feedback on progress of same
• Ensure daily administration is completed
• Ensure procedures and processes are followed
• Complete User Acceptance Testing on System changes as required
• Own the end to end delivery of Voice and Broadband orders – from acceptance, through the delivery process to billing set up or de provisioning
• Act as Single Point of Contact for all delivery queries on Voice & Broadband Orders
• Own the end to end delivery of all 3rd Party supplier orders (Provide & Cease Orders)
• Take the lead responsibility for updates, managing KCI’s to Account Team, PC Team & CSM Team
• Excellent communication & interpersonal skills with the demonstrated ability to build and maintain positive working relationships both internal and external
• Demonstrated ability to analyse problems and suggest method of resolution
• Experience in a service delivery/customer delivery role
• Proficient in MS Word, Excel and Outlook
• Customer Management skills and the ability to deal with Senior Managers both externally and within BT
• Results driven, articulate and pays particular attention to detail
• Ability to identify opportunities to drive continuous improvement in effectively manage change

Service Delivery Expert Resume Examples & Samples

• Define, implement, and monitor ongoing operational excellence improvement activities
• Ensure ongoing efficiency and effectiveness of supplier-provided services through governance of outsourced operations of all access management related services
• Enforce operational controls and security controls to ensure that access management services are properly managed to maximize operational effectiveness and minimize risk
• Provide appropriate visibility and accountability to management by producing periodic metrics and reports that measure the performance of access management technologies and services
• Worked in global IT function with regional or global responsibilities in similar environment like MDLZ
• Working knowledge of access management technologies and related tools, including Active Drecotry, SiteMinder, PingFederate, Cisco AnyConnect, and Citrix
• Strong team player with excellent interpersonal skills
• Ability to balance multiple workloads and independently manage time effectively across several activities

Service Delivery Performance Analyst Resume Examples & Samples

• Ensure quality and accuracy of the operational support for the Air product with a focus on continuous improvement, excellent customer experience and advocate daily Operational Metrics (SLA and Productive Hour compliance, Error reduction, Process adherence, AHT, Quality)
• Monitor and provide feedback on issues that may impact partners and customers
• Handle incoming bugs, workarounds or support requests when partners are not able to complete pre-defined processes
• Regularly review functional performance to achieve critical metrics to drive improvement
• Provide support for and execute on Expedia Inc key initiatives which could include Air product launches, User Acceptance Testing and Process creation and validation
• Oversee the day to day operational support of critical issues for our internal and external partners
• Partner closely and collaborate
• Excellent problem solving and analytical skills with attention to details
• Ability to work effectively in a diverse group as well as independently
• Good interpersonal and team working skills
• Intermediate to advanced knowledge of airline ticketing principles
• Ability to multi-task and keep up with a dynamic environment
• Actively seeks feedback and is independently driven to gain knowledge and improve skills to make things happen
• Bachelor’s Degree or equivalent analytical work experience
• Experience gained in a mid to large complex customer support environment
• Advantageous to have knowledge of Global Distribution Systems (GDS) and airline industry standards for ticketing, exchanges and airline schedule changes
• Ticketing tools (SDM, SNOW)
• OS administration
• SIEM Solutions
• Vulnerability management
• Antivirus software
• Defines and analyzes data requirements for database designs. Build schemas and define linkages of records to implement database changes
• Maintains and updates conceptual, logical and physical data models, and physical data architecture of data warehouses
• Provides technical support and guidance in the investigation, analysis, and resolution of database problems
• Establishes ETL system by planning and executing the selection, installation, configuration, and testing of server hardware, software, and operating and system management systems
• Maintains ETL system performance by performing system monitoring and analysis, performance tuning, troubleshooting of system hardware & software, designing & running system load/stress testing
• Works closely with other IT teams, secures web system by developing system access, monitoring, control, and evaluation. Establishes and tests disaster recovery policies and procedures, and completes back-ups
• Upgrades ETL system by conferring with external vendors and services. Develops, tests, evaluates, and installs enhancements and new software
• Oversee the existing process of creating, maintaining, and recertifying Business Service & Application models to underlying infrastructure within the UCMDB
• Coordinate the gathering, reviewing, and approval of application data with Application Support teams, Application Managers, Application Suite Managers, Architects, and SME’s
• Maintain & communicate detailed status of model creation, maintenance & recertification for all in-scope applications
• Interface with application SMEs to explain the purpose of application modeling, communicate requirements and discuss application’s architecture and fingerprint
• Oversee ITSM support team efforts related to Service Model development including opening request tickets, interacting with assigned resources, and verifying results
• Monitor the results of analytic, correlation and enrichment rule (e.g. change history, impact analysis) modifications
• Maintain formal modeling process documentation
• Enhance and improve the modeling process as part of Continual Service Improvement efforts
• Establish and monitor KPIs & reports to verify model accuracy/currency and identify gaps and measure the effectiveness of improvement efforts
• Assist in remediation and mitigation activities required as part of formal CMDB Data Governance
• Contribute to overall Configuration Management Continual Service Improvement efforts
• Assist in the improvement and documentation of the various processes involving Configuration Management
• 1+ years experience with HP uCMDB/DDM Platform or comparable IT Service Management platform, including Topology Query Language (TQL) or major CMDB and CMS concepts
• Practical use of MS Office with emphasis on Excel and Word
• Knowledge of various server platform and OS types (Windows, Linux, HPUX, AIX, Solaris, etc.)
• Basic knowledge of network devices, storage devices and various Database platforms (MSSQL, Oracle, MySQL, DB2, Sybase)
• Understanding of both legacy and modern application architectures, n-tier hierarchy
• Ability to work with management and technical staffs of all levels and skill sets

Internship Within Finance Service Delivery Germany Resume Examples & Samples

• Make and improve the project reporting to project managers and operational head of Service Delivery Germany
• Prepare the operative planning in terms of business case preparation, cost base planning, workload planning
• Contribute to forecasting process (two to three times a year) and outlook for year end
• Support the quarterly Estimate at Completion reviews for each project, reported to the top management
• Lead teams according to the assigned development feature
• Provide feedback to team members based on the requirement specifications and design documents
• Provide reviews of code and unit tests
• Possess the ability to clearly articulate both problems and proposed solutions
• Possess strong numerical/mathematical ability
• Exhibit a proactive approach in identifying issues and presenting solutions and options
• Demonstrate the ability to prioritize personal workloads to best meet organizational objectives
• Experience of managing client relationships in a Service Delivery role
• Management of Service Delivery
• Financial management and control
• Escalated major incident management
• Client relationship management
• Ability to recognize and act upon opportunities for new and additional business
• Service Level Agreement (SLA) management
• Understanding of QA processes
• Communication/Presentation skills for day-to-day client engagements
• General account management skills
• IT Savvy and process orientated
• Finance Strategy (Vision, Mission, Guiding Principles)
• Enterprise Data Management/Reference Data Management
• Financial Accounting and Reporting Operations/Technology
• Reinsurance Accounting and Reporting Operations/Technology
• Budgeting, Planning and Forecasting Operations/Technology
• Performance Management and Measurement (KPIs, business driver-based metrics)
• General Ledger/ERP Systems Features/Functionality
• Data Warehousing Features/Functionality
• Statutory Reporting Systems Features/Functionality
• Enterprise Technology Expense Reduction
• Team with client technology professionals, and/or third-party strategic alliances to provide implementation of technology solutions
• Participate in engagement management, engagement execution and reporting, and client relationship building and management
• A bachelor's degree and approximately 5 years of related work experience; or a graduate degree and approximately 4 years of related work experience
• A degree in computer science, engineering, accounting, finance or a related field; MBA or MS degree preferred
• A minimum of3+ years of relevant experience at a financial services company or comparable experience working as an advisor to a financial services company
• Demonstrated ability to manage and supervise a team of technology advisors through all phases of the technology life cycle, including requirements definition, architecture design, conversion and testing
• Strong written and verbal communication, presentation, client service and technical writing skills, coupled with a strong interest in further developing and integrating operations with technology skills
• Ability and comfort level researching client inquiries and emerging issues, including regulations, industry practices, and new technologies
• Definition of business and technical requirements
• Design of business and technology architecture
• System selection and implementation support
• Data mapping and conversion
• Proof of concept
• Quality assurance and testing
• Business and IT process reengineering
• Program/project management and implementation planning (PMO)
• Finance transformation and accelerated close
• Sub-ledger/ledger redesign
• Management reporting enhancement
• Business intelligence/decision support
• Traded products/front/back office package implementation
• Data warehousing/enterprise data design and management
• Enterprise application integration
• Financial planning, budgeting and forecasting
• Business/Merger Integration
• Reconciliation redesign or improvement
• Business Objects
• Oracle Financials
• PeopleSoft Financials
• SunGard financial packages
• Intellimatch
• Smart Steam
• Willingness and ability to travel approximately 50-70%

Service Delivery Project Specialist Resume Examples & Samples

• Aid in the design and implementation for projects and programs that improve customer retention and support Veritas Support Solutions in achieving their goals
• Responsible for multiple projects and/or programs from initiation through delivery ensuring completion of the project and training on schedule
• Uses professional concepts and company policies and procedures to solve a variety of problems. Exercises judgment within defined procedures and practices to determine appropriate action
• Works on projects and/or programs that have global impact throughout the department and/or organization
• Can become SME on Care tools and lines of business in order to represent Care’s needs and goals within the Support organization, and cross-functionally
• Collaborate with Support enablement teams to develop process and training documentation, and communications
• 2+ years project management experience
• 4+ years in customer service experience
• Basic computer skills, MS office, product support experience, group facilitation skills, leadership skills
• Experience in or strong interest in the Software and Technology industry preferred
• Experience in customer relationship management tools such as Salesforce.com or Oracle CX is preferred
• Experience in Enterprise Resource Planning tools such as Oracle is preferred
• Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities
• Excellent business communication skills (verbal and written)
• Advanced problem solving/troubleshooting skills
• Ability to explain complex ideas in simple terms
• Works well independently

Related Job Titles

Service Delivery Manager Resume Sample

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Work Experience

• Provide Managerial Excellence and Effective Leadership to a development teams comprised of Technical Systems Analysts
• Responsible for Project Execution – specifically for the delivery of those project components that fall within the scope and responsibility of the Online & MobileBanking application
• Ensures that GIS image and position are properly maintained in accordance with GIS standards
• Working knowledge of business practices in affiliate and acts as the first escalation point between global/regional GIS & support ecosystem
• Represents GIS in a professional and positive manner when interacting with the customers (business) and colleagues
• Provides guidance to the user community on best practices, users' roles & responsibilities, how to's & best methodology to leverage GIS services, support model, corporate IT policies, standards & procedures
• Coordinating all aspects of user provisioning & ensuring validity of user accounts in AD, mailboxes, applications etc
• Executes regulatory operations such as Change controls, quarterly SOX sign offs, RCTS, Privacy activities as agreed with GIS and business
• Leads site IT Procurement related activities by providing budget oversight, ensuring proper controls as well as working closely with the buyer's network
• Managing local IT assets & ensuring tech refresh is handled in a seamless manner on time, on budget & on schedule
• Helps provide any translation services as required
• In coordination with GIS VMO, handle annual contract SLA renewal/upgrades with local vendors
• Handle all security exceptions as required by the business & in line with GIS policies
• Assist site readiness for infrastructure areas related to implementing any global / regional projects
• Follow up on the execution of service requests / incidents / problems records working through internal and external service delivery teams
• Technical project management experience
• A proven record in leading and developing teams
• The ability to identify, anticipate, and take ownership of problems
• Strong interpersonal skills with the ability to convey information to colleagues and stakeholders where required whether verbally or in report format
• Work within a team setting deadlines for self and others and manage workloads
• Strong operational risk management awareness and understand the escalation process, highlight and escalate issues in line with procedures
• Successfully collaborate across various lines of business stakeholders
• Ensuring pipeline of demand is understood and function is staffed with right competencies and capacity to deliver on time
• Managing overall portfolio investment levels (estimated to be in the region of $2-5m) in line with goals established across the enterprise
• Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution

Professional Skills

• Strong interpersonal skills, organizational skills, and customer service skills required
• Excellent written and oral communication skills including ability to understand key requirements and deliver strong presentation skills
• We seek strong personal influence skills and strong negotiations skills
• Strong client relationship skills and strong executive level communication skills
• Advanced Quality Orientation Skills Advanced Communication Skills Advanced Writing Skills
• Demonstrates expert relationship management skills, advanced management and coaching skills; influencing decisions as the “Voice of IT”
• Excellent delegation skills, negotiation skills and people management; and

How to write Service Delivery Manager Resume

Service Delivery Manager role is responsible for customer, leadership, interpersonal, business, technical, analytical, presentation, organizational, negotiation, english. To write great resume for service delivery manager job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Delivery Manager Resume

The section contact information is important in your service delivery manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Service Delivery Manager Resume

The section work experience is an essential part of your service delivery manager resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous service delivery manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service delivery manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service Delivery Manager resume experience can include:

• Strong project management skills: particularly applying strong governance, and managing release cycles
• Strong organizational, prioritization and problem solving skills
• Strong relationship building and management skills/experience
• Demonstrated experience of relationship building skills with senior business stakeholders (CxO level)
• Good communicator at all levels, with proven influencing skills
• Effective time management and organization skills with the ability to prioritize workloads and meet deadlines

Education on a Service Delivery Manager Resume

Make sure to make education a priority on your service delivery manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service delivery manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Delivery Manager Resume

When listing skills on your service delivery manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical service delivery manager skills:

• Demonstrates high level of written and oral communication skills Strong verbal, written, presentation and effective listening skills
• Excellent Spoken and written Communication Skills. Good comprehension skills is a necessity
• Has a wide range of experience as a skilled specialist of professional field. Excellent customer service skills
• Strong leadership, negotiation, influencing, presentation skills and experience developing and maintaining c-level relationships
• Demonstrate skills in building and maintaining excellent Customer Relationships over a period of time
• Excellent communication and presentation skills and experienced in dealing with internal and external customer in all product and service questions

List of Typical Experience For a Service Delivery Manager Resume

Experience for technical service delivery manager resume.

• Effective Communication: Excellent communication skills both verbal and written. Experience of communicating with clients both in writing and face to face
• Extensive experience in delivering (virtual) organisational change management processes and controls with effective people development and motivational skills
• Strong influencing, colloboration and relationship building skills
• Understands and practices strong communication skills; understanding that coaching toward the right result is often required
• Strong leadership skills with sound, analytical and decision making abilities

Experience For Regional Service Delivery Manager Resume

• Strong people-relations and influencing skills
• Strong organization and planning skills (PM)/ Ability to multi-task
• Solid Resilience / Problem-solving skills
• Good project management & ITIL skills and working knowledge of project management tools and ITIL practices
• Strong PC knowledge including related PowerPoint/Excel/ Microsoft Project/Email skills
• Strong negotiation skills required for conflict resolution, as well as negotiating contracts

Experience For Application Service Delivery Manager Resume

• Experience supporting a successful consulting business; experience as a consultant in a customer-facing role
• Experience in managing service delivery operations managing mix of internal and outsourced staff ensuring good services to client
• Manage all site staff effectively, producing PADPs, training plans and performance management plans as necessary
• Excellent experience with building relationships and managing customers in an outsourced/commercial environment
• Considers candidates' hard and soft skills when making hiring decisions
• Demonstrated experience communicating with senior leadership and customers regarding technical issues
• Proven experience in managing IT service providers and suppliers in delivering IT projects and services in a multinational context
• Strong presence and experience in managing conflict in a highly evolving environment
• Demonstrable experience of managing a global Service Desk, Operations Centre and Desktop Support function, leading to great customer experience

Experience For Junior Service Delivery Manager Resume

• Effectively manage On-Site & Offshore DW/ BI staff (BSA, SA, ETL, Reporting, and Data Analysts) in all aspects of Data Warehousing and Business Intelligence
• Experience establishing and maintaining effective client relationships
• Strong experience handling customer special cases
• Effectively control a complex operation against existing processes and SLA’s
• Solid hands on experience in managing SDLC lifecycle and end- end delivery
• Mentor consultants to ensure the Consulting Services team is highly motivated, committed, and trained in the necessary technology and skills

Experience For SAP Service Delivery Manager Resume

• Implement and secure best practice team development, skills and knowledge sharing across team and develop a collaborative relationship with all HRSS/HR
• Ensure all staff and contractors work effectively, efficiently and within safe guidelines across all sites, utilising RA’s and SSOW’s
• Commercially aware, finance management and problem solving skills
• Use problem-solving skills to assess risk and make decisions. Also works closely with the Call Center team, the SBU and application team on service delivery
• Use problem-solving skills to assess risk and make decisions
• Business experience, working within a dynamic, fast paced environment with a strong knowledge of business processes
• Adjusts his/her management style depending on the skills and needs of his/her associates
• Effectively uses individuals' mistakes and challenges as broader learning opportunities for the team

Experience For Global Service Delivery Manager Resume

• Proven knowledge/experience working within BMS industry (both customer /technical level)
• Proven experience of working in a service management environment with multi-disciplinary teams and managed outsourced suppliers
• Demonstrated experience in statistical process control and measurement / reporting practices
• Prior experience working with commercial software
• Self Determination, Initiative, Learning, Communication Skills, Network Built on Trust, Team Player, Customer Focus, Professional Ethics, Siemens Value
• Proven experience in managing enterprise software application implementations that entail multiple project tracks
• Extensive, relevant technical or business work experience, including previous supervisory experience
• A servant leader with a growth mindset, and strong learning agility, and demonstrates open communication
• Tenacious, resilient and flexible leader able to lead effectively in a demanding, dynamic environment

Experience For Partner Service Delivery Manager Resume

• Prior IAM and/or Data Security consulting experience desired
• Demonstrated experience implementing productivity and customer satisfaction improvements
• Prior relevant IT work experience including systems development activity
• High Analytical & Problem-Solving Skills
• Executive Boardroom presentation and speaking skills

Experience For Infrastructure Service Delivery Manager Resume

• Demonstrated experience/ability manage frontline delivery resources and understanding of sales lead qualification methodologies
• Strong network troubleshooting techniques, approaches and best-practices with direct experience in technical incident management
• Related Client Account Management experience required; previous Client-facing experience in
• Proven experience in delivering systems delivery programs globally (Portfolio of $20-50m)
• Proven experience in working in international, multi-cultural teams
• Develop and implement core strategy for building skills and expertise of the team in line with current and future demands

Experience For Senior Exchange Boundary & Instant Messaging Service Delivery Manager Resume

• Project management and project leadership skills
• Apply recognized project management methodology and skills
• Refer to attached Technical Professional skills matrix for appropriate placement
• Support the clients ability to effectively consume service deliveries and map output results to actionable input objectives
• Influence and communicate effectively to senior-level leadership
• Demonstrated experience in financial management of a P&L, resource planning and control of a busy operational environment
• Experience with project management and a demonstrated ability to manage multiple teams
• Considerable experience and understanding of the project lifecycle, process methodologies, with a good understanding of the principles of IT Service Management
• Experience managing relationships with internal business customers at a senior level; experience in a multi-sourced supplier model

Experience For IS Service Delivery Manager for Application Run Resume

• Working experience working with and motivating cross-functional, interdisciplinary teams to achieve tactical and strategic goals
• Planning and deploying appropriate OMCS activities to ensure effective delivery within agreed budgetary constraints
• Managing effective financial forecasting so that departmental budgets are achieved
• Supporting the negotiation and prioritization of business demand, visibility of the pipeline and to enforce consistent messages around setting expectations
• Engineering Graduate with strong track record in thisor similar role
• Ensuring service delivery processes are effective, efficient and do not compromise Piksel internal operational process
• Working experience with projects and tenders an asset
• Building a strong relationship to the customer

List of Typical Skills For a Service Delivery Manager Resume

Skills for technical service delivery manager resume.

• Demonstrates good negotiation skills with experience of dealing with diverse stakeholders
• Excellent problem solving skills and proven project management experience
• Strong Program Management skills including experience with change management and Benefits realization
• Experience in demonstrated ability to communicate effectively to large groups via in person and teleconferencing
• Service Delivery experience or excellent project management skills
• Strong organizational skills and ability to prioritize work/ projects
• Excellent interpersonal skills with strong ability to influence others and build a fun, collaborative environment
• Possess proven IT project management skills and experience
• Excellent written and oral communication. Strong interpersonal skills. Proficiency in an Asian language is an added advantage

Skills For Regional Service Delivery Manager Resume

• Solid organizational skills and ability to work with multiple priorities
• Strong networking and influencing skills (Organisational Relationship Building)
• Excellent stakeholder management skills (interpersonal, influencing, negotiating)
• Demonstrating decision making, prioritization, organizational and time management skills and people/relationship management
• Direct experience in managing a technical service, prior experience in managing Oil and Gas network services
• Very Good Communication and Client interfacing Skills
• Exceptional organization skills and ability to efficiently prioritize competing demands in a timely manner
• Multi-task, strong oral and written communication, planning and time management skills
• Good communication and written reporting skills in English language

Skills For Application Service Delivery Manager Resume

• Good Customer relationship management skills with a commercial understanding
• Excellent customer facing, communication and interpersonal skills
• Effectively multitask and prioritize within a continuously changing environment
• Solid organizational, administrative, problem solving, and analytical skills with high attention to detail with send-to-end follow up with clients/businesses
• Possess good interpersonal and problem solving skills

Skills For Junior Service Delivery Manager Resume

• Strong management, leadership, organization, and planning skills
• Strong communication skills, including client communication
• Strong Analytical Skills – data driven decision making
• Exhibit strong organizational, team building, and leadership skills
• Solid leadership skills to create high performing teams and to manage sr. stakeholders across multiple geographies
• Previous experience required at a lead/management level in a depot or technical group with particular emphasis on technical planning and analytical skills

Skills For SAP Service Delivery Manager Resume

• Strong customer facing skills and ability to communicate to executives as well as other stakeholders at customer sites and within Cloudera
• Perform good presentation and analysing skills
• Strong project management or business work experience, including previous supervisory experience
• Organized with good writing skills
• Strong financial and people leadership skills
• Strong troubleshooting skills with various COTS products
• Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, and confidence both internally and externally
• Demonstrate intermediate skills in project management, communication, analysis and presentation

Skills For Global Service Delivery Manager Resume

• Operate effectively in an environment of constant change
• Pro-active, thorough, organized and energetic, ability to work and effectively prioritize in a highly dynamic work environment that includes a global focus
• Good knowledge of cloud based hosting services, computers, internet, and account management skills/tools
• Excellent interpersonal, negotiation and communication skills (both written and verbal)
• Communication- Excellent verbal and written communication skills required (level of communication within company – with team, stakeholders, all levels, etc.)

Skills For Partner Service Delivery Manager Resume

• Immediate impact with suppliers and customers. Strong leadership and communication skills
• Self-motivated team player with excellent communication skills
• Have excellent written and verbal communication skills Ability to work with diverse customer base, both internal and external
• Be assertive with good conflict management skills
• Excellent written and vocal communication skills
• Strong math and analytical skills to handle a wide variety of customer, partner, and internal requests
• Excellent communication skills, both written and verbal, in English and Japanese
• Excellent communication and interpersonal skills, with an ability to handle difficult or sensitive situations

Skills For Infrastructure Service Delivery Manager Resume

• Excellent verbal and written communication skills with a wide range of audiences including engineers, executives, business stakeholders and operations
• The role requires strong supplier management skills, combined with a willingness to challenge the status quo and deliver change
• Possess strong interpersonal and negotiations skills
• Strong, process and information driven decision-making and risk management skills
• Lead, manage and motivate direct staff members, with solid relationship management and performance management skills
• Experience in a IT operations role with executive management presentation skills
• Strong French language skills
• Strong team skills and ability to influence across disciplines with credibility

Skills For Senior Exchange Boundary & Instant Messaging Service Delivery Manager Resume

• Initiative and effective negotiation and persuasion skills
• Demonstrated communication and interpersonal skills; written and oral
• Excellent presentation and communication skills both verbal and written
• Excellent presentation and knowledge transfer skills
• Excellent verbal and written communication skills, with extremely high standards for documented work product

Skills For IS Service Delivery Manager for Application Run Resume

• Troubleshooting skills - hands on not required but conceptual understanding is
• Delivering complex technical information clearly and effectively to technical and non-technical customers
• Able to facilitate outstanding service delivery by building and sustaining highly skilled and effective teams
• Skills and knowledge of Programme Management tools and techniques for planning, scheduling & performance monitoring
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to operations management
• Experience managing competing priorities and ability to work in team or independently

List of Typical Responsibilities For a Service Delivery Manager Resume

Responsibilities for technical service delivery manager resume.

• Work with the Service Delivery Director to provide the Voice of the Customer (Define and express the needs of the customer)Line of Business Subject Matter Expert to GTI and CSi
• Experience in effectively developing and coaching staff members, holding effective informal and structured meetings and conducting formal presentations
• Demonstrated organizational, presentation and prioritization skills
• Excellent people and communication skills and the ability to create strong relationships
• Prior technical leadership experience in Information Technologies software & hardware environment and exceptional interpersonal skills
• Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint Strong organizational skills
• Excellent communication and interpersonal skills with proven ability to interact across all levels
• Demonstrated decision making and planning skills
• Excellent organizational skills, including

Responsibilities For Regional Service Delivery Manager Resume

• Demonstrates a high level of communication skills, cross functional collaboration, problem solving and conflict resolution
• Demonstrated collaboration skills with a keen understanding of how to drive results
• Excellent communication skills, in French and English
• Excellent communication skills from engineer to CTO
• Can speak and write English fluently and have strong communication and interpersonal skills
• Strong Financial and P&L knowledge and quantitative skills
• Strong presentation skills especially in front of key internal and external decision maker
• Self Management and Team Integration, Ability to self-organize, plan and administration skills and manage multiple priorities
• Excellent English skills, written as well as oral

Responsibilities For Application Service Delivery Manager Resume

• Strong strategic skills supported by the ability to think outside the box
• Strong written and verbal communication skills in both English
• Has wide and detailed IT knowledge. Displays good interpersonal skills at all levels of contact and in a wide variety of situations
• Proven ability to communicate effectively with senior leaders
• Preferrably excellent comment in written and oral communication skills in English
• Excellent analytical skills and the ability to get into the details, while also seeing and understanding the big picture
• Strong client-facing, presentation, influential and relationship-building skills
• Proven presenting skills

Responsibilities For Junior Service Delivery Manager Resume

• Strong project management skills, and ability to manage multiple projects
• Demonstrated experience managing large, complex server environments containing over 500 physical servers that host over 2,000 virtual servers
• Experienced in managing change and release within a globally operated End User computing environment
• Strong commercial understanding and focus, with experience of managing budgets
• Proven mentoring and coaching abilities, demonstrated ability to motivate & inspire other
• Experience of identifying and implementing opportunities to improve customer service experience
• Proven experience defining project goal and success metrics, and successful execution of the projects

Responsibilities For SAP Service Delivery Manager Resume

• Demonstrate a solid understanding of Agile principles and software development practices
• Has a skills combining service delivery, account management and project management
• Demonstrate strong technical capability and understanding
• Demonstrate strong desire and motivation to always be proactive and continuously looking to improve services
• Previous operations experience with demonstrated abilities in leading a sizeable infrastructure or application development team
• Ensure adequate resourcing with the right individuals to effectively deliver all AMS and potential ADS
• Proven experience managing a regional IS support team in a global context

Responsibilities For Global Service Delivery Manager Resume

• Proven experience with Productivity Toolsets (MS Office product suite)
• Exemplary communication skills, both written and verbal, ability to chair, facilitate and lead meetings
• Service Transitioned in to the live environment is done effectively and efficiently as per the ITILv3 framework
• Proven leadership experience required, results oriented
• Strong Change Management capabilities with proven track record of delivery
• Prior experience in Windows System Administration and Virtual Desktop Infrastructure support
• Fluent Norwegian language skills (speak and write)

Responsibilities For Partner Service Delivery Manager Resume

• Prior experience in SAP Basis administration and support
• Overall 6-10 years of IT experience, of which 4--6 years of professional SAP Global Service delivery/ management experience
• Negotiation, task delegation and organizational skills are required
• Effective team time management and priority planning
• Strong ability to prioritise and execute tasks in a high-pressure environment and make sound decisions in emergency situations

Responsibilities For Infrastructure Service Delivery Manager Resume

• Prior client negotiation and presentation experience required
• Interact effectively and positively with all levels of management, staff, member clients and vendors
• Demonstrate knowledge of the client's industry, key business issues, and priorities
• Demonstrate excellent business analytics to perform root cause analysis activities
• Able to lead their team to success through appropriate staff management skills
• Evidence of vendor management experience
• Demonstrated relevant management experience in a customer service role
• Demonstrable written and verbal communication skills; ability to write clear reports on complex issues

Responsibilities For Senior Exchange Boundary & Instant Messaging Service Delivery Manager Resume

• Able to communicate effectively to both senior client stakeholders and internal technical staff
• Proficient IT and Computer Literacy Skills
• Advanced Customer Management Skills
• Advanced Quality Orientation Skills
• Great problem solving skills and ability to identify and mitigate risks early on
• Sr Stakeholders management, change management and communication skills
• Create a Development Plan for each report identifying areas of improvement including skills and capabilities
• Team Training, mentoring for skill set development, goal is to develop multi skilled resource

Responsibilities For IS Service Delivery Manager for Application Run Resume

• Takes initiative to keep both own and subordinates skills up to date and to maintain awareness of and, in own area(s) of expertise
• Analytical skills, ability to model processes and ability to perform them
• To ensure that colleague development is a priority, focused towards delivering a multi skilled resource pool, using consistent measures to regulate progress
• Proven success in a building and growing strong delivery teams
• Strong experience of managing supplier and service provider relationships
• Analytical and problem solving skills in order to present practical solutions to clients

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Delivery Manager Resume Examples

Writing a resume for a Delivery Manager position can be a daunting task. After all, you’re applying for a job that requires excellent organizational, interpersonal, and customer service skills. So, how can you best showcase these skills on your resume? In this blog post, we’ll provide you with a comprehensive guide for writing a compelling Delivery Manager resume, complete with some examples that you can draw inspiration from. Whether you’ve never written a resume before or you just want to make sure that yours is up to date, we’ll show you the tips and tricks you need to make an outstanding impression.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Delivery Manager

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

A highly experienced Delivery Manager with over 10 years of experience in the logistics and supply chain industry. Proven track record of successful execution of projects and managing large teams to ensure timely and accurate delivery of goods and services. A great communicator and problem solver with a proven ability to build relationships and collaborate with a wide range of stakeholders.

Core Skills :

• Excellent Communication
• Project Management
• Team Leadership and Direction
• Risk Mitigation
• Supply Chain and Logistics Management
• Vendor and Stakeholder Relations

Professional Experience :

• Delivery Manager, Logist a International, 2008- 2021
• Responsible for the successful delivery of large and complex projects
• Managed a team of logistics and supply chain staff to ensure efficient and accurate delivery of goods and services
• Implemented new processes and procedures to improve operational efficiency
• Developed strong relationships with vendors and stakeholders to ensure the successful completion of projects
• Managed the delivery of goods and services to a wide range of customers
• Provided regular reports to upper management regarding project status

Education :

• Bachelor of Science in Logistics and Supply Chain Management, University of Toronto, 2005

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Delivery Manager Resume with No Experience

Recent graduate with a Bachelor Degree in Business Administration and demonstrated leadership capabilities. Experienced in customer service and organizing tasks. Proactive and eager to learn more and develop further skills. Hard- working and reliable professional, with a desire to excel in the Delivery Manager role.

• Exceptional problem- solving and organizational skills
• Strong communication and customer service skills
• Knowledge of Microsoft Office Suite
• Ability to multi- task
• Excellent attention to detail
• Familiarity with project management principles
• Strong time management skills

Responsibilities :

• Develop and execute delivery plans for products and services
• Manage the delivery process to ensure deadlines are met
• Ensure the quality and accuracy of delivered products and services
• Coordinate with other departments to ensure timely delivery
• Monitor and report on delivery performance
• Identify and resolve any delivery issues
• Coordinate with vendors and suppliers to ensure timely delivery of materials and supplies
• Prepare and submit delivery reports to management

Experience 0 Years

Level Junior

Education Bachelor’s

Delivery Manager Resume with 2 Years of Experience

Experienced Delivery Manager with 2+ years of professional experience in the logistics and delivery industry. Adept at managing deliveries, ensuring customer satisfaction, and overseeing the day- to- day operations of a delivery team. Possesses excellent problem solving and communication skills, as well as an in- depth understanding of the transportation and delivery industry.

• Logistics Management
• Delivery Management
• Customer Satisfaction
• Team Management
• Operations Management
• Problem Solving
• Communication
• Managed logistics and delivery operations, ensuring timely and proficient delivery of goods.
• Supervised the day- to- day activities of the delivery team, including scheduling and coordinating routes.
• Ensured customer satisfaction by delivering goods on time and in good condition.
• Implemented effective strategies to reduce delivery costs and maximize efficiency.
• Investigated and resolved customer complaints in a timely manner.
• Collaborated with vendors to ensure adequate supply of goods.
• Maintained accurate records of deliveries and customer interactions.

Experience 2+ Years

Delivery Manager Resume with 5 Years of Experience

Dynamic and motivated Delivery Manager with 5+ years of experience in managing delivery operations and driving customer satisfaction. Proven track record of successful deliveries through overseeing the entire delivery cycle while ensuring customer satisfaction, minimizing costs, and building customer relationships. Possess excellent problem- solving and communication skills.

• Strong leadership abilities
• Resource and time management
• Quality assurance
• Problem- solving
• Strategic planning
• Risk assessment
• Interpersonal communication
• Managed delivery operations by ensuring the timely and successful delivery of solutions according to customer needs
• Developed and maintained relationships with customers, vendors, service providers and other stakeholders
• Ensured delivery operations are compliant with safety regulations and quality assurance standards
• Monitored KPIs and metrics for delivery performance and worked on continuous improvement initiatives
• Set up and managed delivery teams with the right resources, tools and processes to ensure optimum operations
• Developed and implemented risk mitigation strategies
• Monitored order fulfilment and inventory management
• Developed strategies to reduce costs and improve efficiency
• Organized and conducted customer feedback sessions to improve customer service
• Prepared and presented reports on delivery performance to stakeholders

Experience 5+ Years

Level Senior

Delivery Manager Resume with 7 Years of Experience

Highly motivated Delivery Manager with 7 years of experience leading workforce initiatives and driving customer satisfaction. A proven success in the logistics and transportation industry, with a track record of streamlining operations and managing resources efficiently to meet customer objectives. Possesses excellent organizational and project management skills, and is dedicated to providing the highest level of customer service.

• Logistics and Transportation
• Client Relations
• Resource Allocation
• Team Leadership
• Cost Reduction
• Business Process Improvement
• Risk Management
• Developed and implemented logistics and transportation strategies for clients that resulted in cost savings, improved efficiency, and increased customer satisfaction.
• Managed the day- to- day operations of the delivery department, including staff scheduling, resource allocation, and budgeting.
• Monitored the performance and safety of delivery personnel and equipment.
• Negotiated and maintained delivery contracts with clients.
• Developed standard operating procedures to ensure compliance with industry regulations.
• Ensured all customer orders were delivered on time and in full.
• Provided effective leadership and guidance to delivery personnel.
• Monitored customer feedback and updated delivery policies and procedures as needed.
• Worked with vendors to ensure the timely and accurate delivery of goods.

Experience 7+ Years

Delivery Manager Resume with 10 Years of Experience

Highly competent, results- driven Delivery Manager with 10+ years of experience in directing and coordinating transportation operations, driver staff and resources to meet customer and company expectations. Demonstrated record of success in formulating and executing cost- effective strategies to increase profitability and efficiency of distribution systems. Skilled negotiator with the ability to develop and maintain positive relationships with vendors and customers.

• Vendor Negotiation
• Fleet Management
• Delivery Scheduling
• Distribution Management
• Safety Compliance
• Problem- Solving
• Route Optimization
• Budget Management
• Communication & Customer Service
• Managed fleet of delivery vehicles and drivers to ensure deliveries are made in timely manner.
• Developed efficient, cost effective delivery routes.
• Monitored drivers to ensure they adhere to safety and compliance regulations.
• Maintained accurate records of all orders, shipments, and delivery vehicles.
• Implemented procedures to ensure customer satisfaction and high quality standards.
• Assisted in training new drivers and handling any customer service issues that arise.
• Negotiated contracts with vendors, suppliers, and customers.
• Prepared monthly and annual reports regarding delivery operations.
• Analyzed delivery performance and developed strategies for improvement.
• Ensured compliance with safety regulations and company policies.

Experience 10+ Years

Level Senior Manager

Education Master’s

Delivery Manager Resume with 15 Years of Experience

Dynamic and experienced Delivery Manager with 15 years of experience in leading and directing successful projects across multiple industries. Proven track record of delivering projects on- time and within budget. Adept at understanding and managing project needs, managing project stakeholders, and overseeing project teams to ensure the successful completion of projects. Possesses an excellent understanding of IT project management processes and procedures, software development life cycles, and enterprise applications.

Core Skills

• Cross- functional Team Leadership
• Technical Solutions Delivery
• Software Development Life Cycle
• Stakeholder Management
• Change Management
• Requirements Analysis
• Process Improvement

Responsibilities

• Develop project plans, define project scope, and set project deliverables and timelines.
• Create and adhere to project schedules, ensure adherence to established procedures, and keep projects on track.
• Manage multiple projects while ensuring timely delivery of solutions.
• Lead cross- functional teams to ensure successful project delivery.
• Define project objectives, create project plans, and develop project timeline.
• Develop and implement project processes, standard operating procedures, and system improvements.
• Monitor project risks and develop risk mitigation plans.
• Direct the implementation of project management tools, techniques, and procedures.
• Establish and manage project budget.
• Manage and coordinate project stakeholders.
• Monitor project progress and performance to ensure on- time delivery.
• Identify and resolve project issues.
• Train and mentor project team members.

Experience 15+ Years

Level Director

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What should be included in a Delivery Manager resume?

A Delivery Manager is a key role in the success of any business. They are responsible for overseeing the delivery of products and services from start to finish, ensuring customer satisfaction and ensuring the timely delivery of goods. As such, a Delivery Manager should have a comprehensive resume that conveys their experience, responsibilities and qualifications.

Here are some key components to include in a Delivery Manager resume:

• Extensive experience in managing delivery operations, preferably in a retail or transportation environment.
• Demonstrate experience in developing and implementing delivery and customer service processes, policies and procedures.
• Proven ability to communicate effectively with customers and vendors to ensure efficient delivery of goods.
• Ability to collaborate with cross-functional teams, including logistics, finance and sales teams.
• Knowledge of best practices in delivery, such as warehouse management systems and supply chain management.
• Proficiency in using business software and systems, such as Microsoft Office and project management tools.
• Strong organizational and problem-solving skills, with the ability to anticipate and mitigate risks.
• Excellent customer service and communication skills, both verbal and written.
• Demonstrated success in meeting delivery deadlines and customer service objectives.

What is a good summary for a Delivery Manager resume?

A delivery manager is a professional responsible for overseeing the delivery of products and services in the workplace. A good summary for a delivery manager resume should include the candidate’s experience in managing projects and ensuring customer satisfaction, as well as their ability to manage complex logistics and teams. It should also highlight any specialized skills or industry knowledge that the candidate may possess. The summary should demonstrate the candidate’s ability to streamline processes and implement cost-efficient solutions to ensure successful delivery of products and services. Finally, the summary should showcase the candidate’s communication and analytical skills, as well as their ability to motivate and lead teams. By including these qualifications, a delivery manager resume will stand out to potential employers.

What is a good objective for a Delivery Manager resume?

Are you a Delivery Manager looking for a fresh start at a new job? A strong resume objective is an important part of any job application. In this blog post, we’ll cover some tips for crafting a compelling objective for your Delivery Manager resume.

A good Delivery Manager resume objective should be short and to the point. It should highlight your key skills, qualifications and experiences that make you the ideal candidate for the position. Here are some tips for crafting an effective Delivery Manager resume objective:

• Focus on your qualifications: Make sure to emphasize your qualifications and experience that make you the perfect candidate for the job. Emphasize any certifications, qualifications and relevant experiences that will give you an edge over other candidates.
• Stress your commitment: Show your potential employer that you are committed to making sure deliveries are completed on time and to the highest quality standard.
• Highlight your problem-solving skills: Delivery Managers are expected to be able to solve complex problems quickly and efficiently. Make sure to emphasize your problem-solving skills in your resume objective.
• Display your leadership abilities: Delivery Managers are expected to lead and manage teams. Show that you have the ability to motivate and influence people by highlighting your leadership skills.

By following these tips, you can create a compelling resume objective for your Delivery Manager resume and increase your chances of getting the job. Good luck!

How do you list Delivery Manager skills on a resume?

Delivery Managers are responsible for overseeing the successful implementation of projects from beginning to end. They are tasked with coordinating personnel, resources, and processes to ensure that deliveries are made on time and within budget. To stand out in the job market, you’ll need a resume that highlights your skills and qualifications in the area of delivery management. Here are some tips on how to list Delivery Manager skills on a resume:

• Lead: Demonstrate your ability to lead project teams and motivate them to achieve desired results.
• Time Management: Showcase your ability to meet deadlines and manage time wisely.
• Analytical Thinking: Demonstrate your ability to analyze data and make informed decisions.
• Communication: Highlight your ability to communicate effectively with stakeholders and team members.
• Problem Solving: Demonstrate your ability to identify and resolve challenges quickly and efficiently.
• Organization: Showcase your ability to keep projects organized and on track.
• Budgeting: Showcase your ability to manage and stay within budget constraints.
• Risk Management: Demonstrate your ability to identify risks and develop strategies to mitigate them.
• Negotiation: Showcase your expertise in negotiating contracts and agreements.

What skills should I put on my resume for Delivery Manager?

A delivery manager is responsible for ensuring that projects are completed on time and in accordance with the customer’s requirements. To be successful in this role, a delivery manager should possess a combination of hard and soft skills. Here is a list of skills that could be included on a resume for a delivery manager position:

• Project Management: Delivery managers need to be able to plan, organize, and execute projects from start to finish. They should be familiar with project management software and techniques, such as Gantt charts and Kanban boards.
• Communication: Delivery managers must be able to communicate effectively with project stakeholders, including customers, colleagues, and vendors. This includes being able to explain the project’s details, communicate status updates, and resolve conflicts.
• Problem-solving: Delivery managers must be able to troubleshoot problems and come up with solutions quickly. They should be able to analyze complex problems and develop creative solutions.
• Time Management: Delivery managers must be able to manage their own time and the time of their team members effectively. They should be able to identify and prioritize tasks and manage resources accordingly.
• Leadership: Delivery managers must be able to motivate and inspire their team to work together towards project goals. They should be able to provide direction, feedback, and constructive criticism to team members.
• Negotiation: Delivery managers must be able to negotiate with vendors and other stakeholders to achieve the best outcome for the project. They should have strong negotiation and bargaining skills.
• Technical Knowledge: Delivery managers need to have an understanding of the technical aspects of the project. They should be knowledgeable about the technologies and tools used in the project.

Key takeaways for an Delivery Manager resume

As a delivery manager, you are responsible for the successful completion of projects within the allotted time and budget. A well-crafted resume will help to demonstrate your qualifications for the job, as well as any other job responsibilities you may have. Here are some key takeaways for creating a solid delivery manager resume:

1) Highlight Your Leadership Skills: Your resume should demonstrate your ability to deliver projects on time and under budget. To do this, you need to emphasize your excellent organizational skills, problem-solving abilities, and the confidence you have in leading teams.

2) Include Relevant Education and Certifications: Make sure your resume highlights any educational credentials or certifications that are related to project management and delivery. These will help demonstrate your knowledge and ability to manage and deliver projects.

3) Showcase Your Delivery Experience: Give potential employers an in-depth look at your experience by highlighting any major projects you managed. Include the scope of the project, the timeline, the budget, and any successes you achieved.

4) Demonstrate Your Communication Skills: A successful delivery manager needs to be able to clearly communicate with stakeholders and customers. Make sure your resume includes examples of your excellent communication skills.

5) Include Your Problem-Solving Abilities: Showcase your problem-solving skills by including examples of how you handled difficult situations and any innovative solutions you implemented to solve a problem.

By following these key takeaways, you will be able to create an effective resume that highlights your qualifications and experience as a delivery manager. With a solid resume, you can demonstrate to potential employers that you are the ideal person for the job.

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