service delivery manager resume template

• • Led a series of service-based projects, resulting in a 15% increase in client satisfaction due to enhanced delivery timelines.
• • Coordinated with senior-level managers to streamline project delivery, reducing average project completion time by 20%.
• • Developed technical architectures that improved system reliability and efficiency for five major clients.
• • Managed cross-functional teams of up to 25 members, ensuring seamless onshore/offshore collaboration and adherence to project goals.
• • Initiated strategic partner relationships, identifying new business opportunities, and contributing to a 10% growth in the project pipeline.
• • Implemented consultative relationship strategies that solidified client retention and fetched three multi-year contracts.
• • Managed the delivery of a key drug discovery platform, meeting stringent regulatory standards and client expectations.
• • Spearheaded cost reduction initiatives that saved the project overheads by $200k annually.
• • Facilitated the development and delivery of customized reports, enhancing decision-making for clients.
• • Conducted quantitative analysis for market trends, providing insights that guided project realignment strategies.
• • Drove the adoption of emerging technologies, improving project team productivity by 30%.
• • Provided technical leadership for a cross-functional project team, boosting performance metrics by 25%.
• • Implemented innovative project management tools that increased workflow efficiency.
• • Contributed to the expansion of technological capabilities, delivering projects 15% under budget.
• • Established a track record of successful on-time project delivery that surpassed industry standards.

5 Service Delivery Manager Resume Examples & Guide for 2024

Your service delivery manager resume must showcase a robust understanding of customer relationship management. Include concrete examples of your ability to maintain high satisfaction levels. Demonstrate your expertise in managing service teams by highlighting your leadership roles and achievements. Detail your success in implementing process improvements that increased efficiency and reduced costs.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a service delivery manager, articulating the breadth of your managerial experience and customer service achievements on a resume can be challenging. Our guide provides clear strategies and examples to help you succinctly highlight your leadership skills and service delivery successes, ensuring your resume stands out to potential employers.

• Apply best practices from professional resumes to spotlight your application;
• Quantify your professional experience with achievements, career highlights, projects, and more;
• Write an eye-catching service delivery manager resume top one-third with your header, summary/objective, and skills section;
• Fill in the gaps of your experience with extracurricular, education, and more vital resume sections.

We've selected, especially for you, some of our most relevant service delivery manager resume guides. Getting you from thinking about your next career move to landing your dream job.

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Enhancing your service delivery manager resume: format and layout tips

Four popular formatting rules (and an additional tip) are here to optimize your service delivery manager resume:

• Listing experience in reverse chronological order - start with your most recent job experiences. This layout helps recruiters see your career progression and emphasizes your most relevant roles.
• Including contact details in the header - make sure your contact information is easily accessible at the top of your resume. In the header, you might also include a professional photo.
• Aligning your expertise with the job requirements - this involves adding essential sections such as experience, skills, and education that match the job you're applying for.
• Curating your expertise on a single page - if your experience spans over a decade, a two-page resume is also acceptable.

Bonus tip: Ensure your service delivery manager resume is in PDF format when submitting. This format maintains the integrity of images, icons, and layout, making your resume easier to share.

Finally, concerning your resume format and the Applicant Tracker System (ATS):

• Use simple yet modern fonts like Rubik, Lato, Montserrat, etc.
• All serif and sans-serif fonts are friendly to ATS systems. Avoid script fonts that look like handwriting, however.
• Fonts such as Ariel and Times New Roman are suitable, though commonly used.
• Both single and double-column resumes can perform well with the ATS.

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Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Traditional sections, appreciated by recruiters, for your service delivery manager resume:

• Clear and concise header with relevant links and contact details
• Summary or objective with precise snapshot of our career highlights and why you're a suitable candidate for the service delivery manager role
• Experience that goes into the nuts and bolts of your professional qualifications and success
• Skills section(-s) for more in-depth talent-alignment between job keywords and your own profile
• Education and certifications sections to further show your commitment for growth in the specific niche

What recruiters want to see on your resume:

• Experience in leading and managing service delivery teams, with a track record of achieving SLA compliance and high customer satisfaction.
• Strong understanding of ITIL processes and experience in IT service management, including incident, problem, change, and capacity management.
• Demonstrated ability to manage complex projects and drive continuous improvement in service delivery operations.
• Expertise in stakeholder management, with robust communication and relationship-building skills to interact effectively with clients and cross-functional teams.
• Experience with service delivery metrics and reporting, including the ability to analyze data to inform decision-making and improve service quality.

Quick guide to your service delivery manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for service delivery manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your service delivery manager experience section, get some ideas from real-world professional resumes:

• Led a cross-functional team of 25 to provide top-tier IT service delivery, consistently achieving 98% customer satisfaction for managed IT services.
• Implemented a new ITIL framework that increased service efficiency by 20%, reduced costs by 15%, and improved ticket resolution times by 30%.
• Drove the adoption of a knowledge management system that reduced repeat incident volume by 40%, empowering clients with self-service tools and resources.
• Initiated and managed a service delivery overhaul that led to a 50% improvement in SLA compliance across all client accounts.
• Negotiated strategic partnerships with software vendors, resulting in cost savings of $1M annually while enhancing service capabilities.
• Spearheaded a customer-centric initiative that reduced churn by 30% through personalized account management strategies.
• Managed a portfolio of cloud services, successfully orchestrating the migration of over 500 enterprise users to a new cloud platform within a 6-month timeframe.
• Improved team productivity by 25% by streamlining project management processes and implementing agile methodologies.
• Championed a cybersecurity strategy that mitigated risk and safeguarded client data, achieving a 99.9% security compliance rate.
• Increased profitability by optimizing service delivery processes, leading to a 20% reduction in operational expenses and a 15% increase in profit margins.
• Cultivated a culture of continuous improvement, which encouraged team members to contribute ideas, resulting in a 35% improvement in process efficiency.
• Developed and managed a successful vendor management system that improved service levels and reduced vendor-related issues by 25%.
• Oversaw a significant IT infrastructure transition for global operations, ensuring zero downtime and seamless service continuity for over 10,000 end users.
• Established a benchmarking system for monitoring service delivery performance, leading to a consistent year-on-year improvement in key performance indicators.
• Launched a comprehensive training program for service delivery staff that enhanced skill sets and improved team versatility in handling complex client issues.
• Directed a digital transformation project for service delivery models, integrating AI and ML solutions that resulted in 40% faster incident response times.
• Collaborated with engineering teams to tailor bespoke IT solutions, enhancing client satisfaction and leading to a 20% increase in contract renewals.
• Fostered a customer-first approach within the service delivery team, setting high standards for communication that led to a top Net Promoter Score (NPS) in the company's history.
• Managed service delivery for high-value projects with annual budgets exceeding $2M, ensuring all objectives were met on time and under budget.
• Led a successful service redesign for a major financial client, enhancing system reliability and customer transaction speeds by over 60%.
• Pioneered a remote monitoring and management service, providing proactive maintenance and support, reducing average system downtime by 75%.
• Orchestrated the service delivery team during a merger, seamlessly integrating processes and personnel while retaining 98% of the client base.
• Developed an innovative approach to service delivery metrics reporting, enhancing transparency and client trust which resulted in a 50% increase in client referrals.
• Headed a cultural change initiative focused on service excellence, raising employee engagement scores by 30% and decreasing staff turnover by 15%.

Quantifying impact on your resume

• Highlight specific metrics that demonstrate efficiency improvements in service delivery processes you have managed.
• Detail the percentage reduction in customer service issues due to initiatives you implemented.
• Specify the exact budget you've managed and how you've optimized spend for service delivery projects.
• Illustrate the number of cross-functional teams you've led and the outcome of those collaborations.
• Quantify the increase in customer satisfaction or Net Promoter Score (NPS) under your management.
• Show the reduction in service delivery times and how it improved client engagement.
• List the number of service delivery projects completed on time and within budget.
• Document any significant growth in service capacity or capability due to your strategic planning.

Action verbs for your service delivery manager resume

What to do if you don't have any experience

It's quite often that candidates without relevant work experience apply for a more entry-level role - and they end up getting hired.

Candidate resumes without experience have these four elements in common:

• Instead of listing their experience in reverse-chronological format (starting with the latest), they've selected a functional-skill-based format. In that way, service delivery manager resumes become more focused on strengths and skills
• Transferrable skills - or ones obtained thanks to work and life experience - have become the core of the resume
• Within the objective, you'd find career achievements, the reason behind the application, and the unique value the candidate brings about to the specific role
• Candidate skills are selected to cover basic requirements, but also show any niche expertise.

Recommended reads:

• How to Put Cum Laude on Your Resume
• Should I Put In An Incomplete Degree On A Resume?

Showcase any ongoing or recent educational efforts to stay updated in your field.

Service Delivery Manager skills and achievements section: must-have hard and soft skills

A key principle for your Service Delivery Manager resume is to prominently feature your hard skills, or the technologies you excel in , within the skills section. Aim to list several hard skills that are in line with the job's requirements.

When it comes to soft skills, like interpersonal communication abilities and talents , they're trickier to quantify.

Claiming to be a good communicator is one thing, but how can you substantiate this claim?

Consider creating a dedicated "Strengths" or "Achievements" section. Here, you can describe how specific soft skills (such as leadership, negotiation, problem-solving) have led to concrete achievements.

Your Service Delivery Manager resume should reflect a balanced combination of both hard and soft skills, just as job requirements often do.

Top skills for your service delivery manager resume:

ITIL Framework

Project Management

Service Level Agreement (SLA) Management

Customer Relationship Management (CRM)

Business Process Improvement

Supply Chain Management

Report Writing and Analysis

IT Service Management (ITSM)

Risk Management

Budgeting and Financial Management

Communication

Problem-Solving

Decision Making

Negotiation

Time Management

Customer Service

Conflict Resolution

Adaptability

List your educational qualifications and certifications in reverse chronological order.

Education section and most popular service delivery manager certifications for your resume

Your resume education section is crucial. It can indicate a range of skills and experiences pertinent to the position.

• Mention only post-secondary qualifications, noting the institution and duration.
• If you're still studying, highlight your anticipated graduation date.
• Omit qualifications not pertinent to the role or sector.
• If it provides a chance to emphasize your accomplishments, describe your educational background, especially in a research-intensive setting.

Recruiters value service delivery manager candidates who have invested their personal time into their professional growth. That's why you should include both your relevant education and certification . Not only will this help you stand out amongst candidates, but showcase your dedication to the field. On your service delivery manager resume, ensure you've:

• Curated degrees and certificates that are relevant to the role
• Shown the institution you've obtained them from - for credibility
• Include the start and end dates (or if your education/certification is pending) to potentially fill in your experience gaps
• If applicable, include a couple of job advert keywords (skills or technologies) as part of the certification or degree description

If you decide to list miscellaneous certificates (that are irrelevant to the role), do so closer to the bottom of your resume. In that way, they'd come across as part of your personal interests, instead of experience. The team at Enhancv has created for you a list of the most popular service delivery manager certificates - to help you update your resume quicker:

The top 5 certifications for your service delivery manager resume:

• Project Management Professional (PMP) - Project Management Institute (PMI)
• Information Technology Infrastructure Library (ITIL) Foundation Certification - AXELOS
• Certified ScrumMaster (CSM) - Scrum Alliance
• PRINCE2 Foundation/Practitioner - AXELOS
• Lean Six Sigma Green Belt (LSSGB) - International Association for Six Sigma Certification (IASSC)
• When Should You Include Your High School on Your Resume?

The service delivery manager resume summary or objective: integrating keywords, achievements, and more

Deciding whether to include a resume summary or an objective in your service delivery manager resume is crucial. Both serve as key introductory elements at the top of your resume, encapsulating your profile in up to five sentences and incorporating relevant keywords from the job advert.

Here are the key differences between the two:

• The resume summary focuses on aligning your achievements and experience with the job requirements. It provides recruiters with a snapshot of your expertise , helping you stand out as an ideal candidate for the role.
• The resume objective, on the other hand, centers on your career goals and aspirations , detailing how the role aligns with your career progression. It's particularly suitable for candidates with less professional experience or those new to the job market.

Below are examples demonstrating best practices in utilizing the resume summary and/or objective to make a strong first impression with your service delivery manager resume.

Resume summaries for a service delivery manager job

• Seasoned Service Delivery Manager with over 12 years of experience in IT infrastructure management, bringing forth a proven track record of implementing efficient service delivery processes that enhance client satisfaction. Expert in leading cross-functional teams and managing a portfolio of high-value accounts, with a notable success in reducing response times by 30% at TechGenius Inc.
• Dedicated professional transitioning from a successful 10-year career in project management within the construction industry to service delivery. Leveraging exceptional coordination skills and an MBA in Operations Management to drive service excellence and build resilient systems for a tech-driven service environment. Recognized for leading a project that won the ‘Innovation in Design’ award for Green Buildings in 2018.
• Dynamic leader aiming to contribute over 8 years of experience in customer service management to the tech sector as a Service Delivery Manager. Expertise in strategic planning, resource allocation, and service optimization, with a commendable accomplishment of elevating customer retention by 20% within a competitive retail landscape through meticulous service delivery enhancements.
• Former military officer eager to apply strategic thinking and discipline acquired through 15 years of exemplary service to the field of service delivery. Exceptional at managing high-stake situations and coordinating complex operations, eager to apply stringent efficiency standards and leadership skills to streamline service delivery processes in a high-tech business setting.
• Eager to leverage extensive customer engagement experience and passion for technology to ensure seamless service delivery in a dynamic start-up environment. With no prior managerial background, the focus is on bringing fresh perspectives, unwavering commitment to client satisfaction, and adaptability to fast-paced changes, aspiring to drive growth through exceptional service standards.
• Recent graduate with a Master’s degree in Business Administration, specializing in IT Management, aspiring to implement academic knowledge and fresh insights into delivering superior services. Keen on developing expertise in managing client relationships and operational processes, while actively contributing to a team focused on enhancing service delivery outcomes.

Bonus sections for your service delivery manager resume

Looking to show more personality on your service delivery manager resume? Then consider including a couple of extra sections.

They'd benefit your application by highlighting your most prominent:

• Industry recognitions ;
• Community efforts ;

Key takeaways

• Invest in a concise service delivery manager professional presentation with key resume sections (e.g. header, experience, summary) and a simple layout;
• Ensure that the details you decide to include in your resume are always relevant to the job, as you have limited space;
• Back up your achievements with the hard and soft skills they've helped you build;
• Your experience could help you either pinpoint your professional growth or focus on your niche expertise in the industry;
• Curate the most sought-after certifications across the industry for credibility and to prove your involvement in the field.

Looking to build your own Service Delivery Manager resume?

• Resume Examples

What is an Activities Resume for College? Tips and 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.

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 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.

or download as PDF

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

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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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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.

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IT Service Delivery Manager Resume Samples

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• Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management
• Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution
• Manage and oversee Problem Management across all iHM Teams to drive performance excellence based on business defined priorities
• Management, development, and documentation of process and procedures for operational management
• Assist/drive the team in providing efficient 2nd level Support on all Identity & Access Management
• Lead development team(s) in Weehawken working on multiple projects to drive development
• Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery
• Manage and direct the activities of the TAS UK IS Department
• Develop TAS UK IS strategy
• Design, develop, implement and coordinate systems, policies and procedures
• Ensure security of data, network access and backup systems
• Manage information technology and computer systems
• Manage annual budget and ensure cost effectiveness
• Audit systems and assess their outcomes
• Drive a best in class IT support operating model leveraging Tyco's internal support team and outsourced IT service providers
• Lead new initiatives for outsourcing services to our providers from opportunity identification to knowledge transfer and performance measurement
• Manage our customer escalations and be Tyco's point person for all initial reports and updates back to the customer
• Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, service level and if necessary budgets/cost details
• Ensure data governance methodologies are adhered to within our regulated environment
• Lead and design transformational managed services programs across geographies and business units
• Leads, manages and monitors the successful delivery of managed services, managing the implementation process end-to-end including process standardization and knowledge management build out
• Excellent grasp of working within global professional services context
• Excellent interpersonal and communication skills and ability to communicate at all levels
• Strong IT Knowledge and understanding of IT operational environment
• Excellent attention to detail
• Strong strategic planning experience with the ability to identify opportunities to better leverage technology, automation and to strengthen business alignment
• Good working knowledge of Microsoft Office tools (Including MS Project and Visio)
• Detail and process-orientated and strong customer service skills
• Infrastructure or IT automation/monitoring background is highly desirable
• Thought leadership; solution-oriented, creative out-of-the-box thinking, ability to quickly adapt within a fast-paced environment
• Excellent communication and conversation skills (Verbal and Written)

15 IT Service Delivery Manager resume templates

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• End-to-end delivery of programs and projects supporting Workplace of the Future
• Ensure projects are managed to scope, time and budget
• Adopt and follow standard methodologies, processes and tools
• Provide oversight and/or project management, business analysis and transition management on each project
• Support the development of the business case with the customer team, including leading on the solutions estimate
• Estimate project scope, budget and timeline for customer
• Contribute solutions knowledge to Strategy & Architecture (S&A) application and infrastructure roadmaps
• Deliver solutions in accordance with IT strategy and application roadmaps, making optimal use of shared resources (e.g. co-sourcing, code re-use, enterprise tools, operational systems and data stores)
• Provide level four incident and problem management support for enterprise applications
• Identify and manage complex issues, preventing escalations, where possible
• Manage project risks effectively
• Perform business case analysis and create meaningful project estimates
• Demonstrate in-depth knowledge of the EY competency principles and practices, including the ability to coach and teach
• Identify challenges and propose meaningful solutions
• Team player who is also willing to lead
• Develop key relationships across the IT Services organization
• Operate as a self-starter and with minimal supervision
• Excellent management, interpersonal, communication, and organizational skills
• Good understanding of the customer strategy, services and business processes
• Ability to work and team effectively with other Solutions groups and other management personnel
• Ability to work with globally dispersed project teams
• High degree of tolerance for ambiguity in a fast-paced, change-oriented environment
• Demonstrated project and/or program management experience
• Experience managing teams of project managers, business analysts and application engineering
• Understanding of formal project management, business analysis and development methods and tools
• Very good understanding of application and Infrastructure landscapes
• IT strategy and IT infrastructure optimization experience
• Good exposure to/experience in project pipeline and resource management
• Good understanding of key performance indicators relevant for the role
• Overall understanding of the business objectives of service lines and Core Business Services departments
• Some experience in financial management, including budgeting and cost comparison for the relevant services
• Ability to manage Up (Executive/Senior Management), Down (Direct Reports), and Across (Peer Groups, Stakeholders, etc.)
• 10+ years in corporate IT or IT consulting field
• 7+ years’ experience in project management or related technical field (application development, deployment/implementation and infrastructure)
• Supervision of daily Incident and Problem Management processes. Ensure issues are proactively managed to resolution, impacts mitigated and root cause eliminated. Provide leadership and direction to the global support team as well as partner teams in infrastructure, development and business process
• Providing an escalation contact to business and IT senior stakeholders. Ensuring effective handover between other regions to provide continuous follow-the-sun coverage
• Building relationships with key business and IT stakeholders and an understanding of key business processes to help facilitate the efficient running of the service delivery
• Audit reviews and remediation. Identify and minimise operational risks
• Driving IT service operational excellence within a vendor outsourced model as well as working through any vendor or service transitions
• Strong focus on continuous service improvement, demand reduction. Implementation of transformational process improvements through special projects
• Oversight of how the support teams are performing against group wide operational targets and ensuring the support teams are meeting them
• Gaining sufficient technical and functional understanding of a number of Finance and Risk control applications in order to manage serious incidents, provide insight and governance over changes, discuss requirements and issues with business and IT teams
• Driving implementation and improvement of Service Management processes to build consistency and quality throughout the services
• Engaging with development teams, project managers and business change analysts to understand upcoming demand and ensure service introduction processes are engaged
• Manage various initiatives to improve the quality of GPS or its integration with wider UBS processes. They will be expected to be a strong contributor to the GPS overall team and other global strategic improvement initiatives
• Degree graduate in technology or any other relevant disciplines
• Minimum 8 - 12 years of relevant work experience
• Strong and proven experience working in similar application production services environment
• Experience working with offshore and outsourced vendors
• Excellent Communication (verbal and written)
• Organisation / Project Management
• Experience in global orientated processes preferred
• Application and Database background
• Experience of Risk Control and/or Finance processes
• Business Objects/Tableau
• Proficiency in MS Office: Microsoft Excel/Word/Power Point
• LI-Priority
• An excellent level of knowledge and understanding of operational risk frameworks
• A thorough understanding of, and a proven track record of oversight and management of IT Risk Management processes and controls
• Understanding of the IT regulatory and compliance requirements within the Financial Services industry
• Broad knowledge of information security and technology
• Good understanding of ITIL, SDLC and project management processes/methodologies
• Ability to operate successfully in a matrix environment
• Able to interact comfortably with all levels of management
• Comfortable with hands-on detailed work, as well as high-level strategic analysis and thinking

Credit Risk IT Service Delivery Manager Resume Examples & Samples

• Work with Project Managers, Analysis, Development and QA teams as well as Service and Product and Account Management to deliver high quality components for the Credit Risk platform
• Act as escalation point and troubleshoot issues as they arise
• Work closely and effectively with other IT teams across the Bank in all regions

Senior IT Service Delivery Manager Resume Examples & Samples

• Drive a best in class IT support operating model leveraging Tyco's internal support team and outsourced IT service providers
• Manage our customer escalations and be Tyco's point person for all initial reports and updates back to the customer
• Allocate accountability to our service provider and ensure they are performing according to the KPI's agreed with them. Any issues with performance must be resolved between the SOL and our provider
• Drive issues to resolution using experience across a diverse IT landscape
• Allocate and drive accountability to the correct owner within the ecosystem
• Extensive responsibility in developing and managing managed services strategies and deployments across a wide number of business functions with practical experience of implementing managed service provisions globally within technology platforms

IT Service Delivery Manager, Pune Resume Examples & Samples

• Overall Global IT Delivery lead for the GGL platform. Management of the development team and interaction with the QA teams as well as service product managers to manage platform deliveries to high quality, cost and time
• Management of both the Pune based and US (L3 support) delivery services
• Manage the relationships with our ITO partners
• Be a culture carrier for UBS in the India BSC and a visible leader to the GGL development and delivery teams
• Integrate the Pune office with the global team, ensuring that UBS's global standards and practices are followed
• Design new IT solutions to address any problems that arise, or to bring efficiencies with bank IT Infrastructure Support Functions
• Responsible for Tool development and Project Mangement & Coordination
• Responsible for assessment and approval of any on-boarding/off-boarding tools / application in the bank Infrastructure space
• Maintenance of the tools/application developed for Infrastructure support team
• Overall Global IT Delivery lead for the Asset Management Risk platform. Management of the development team and interaction with the QA teams as well as service product managers to manage platform deliveries to high quality, cost and time
• Owning and managing the front-to-back implementation of projects based on client or market requirements
• Manage relationships with UBS internal clients (business and IT)
• Act as Global escalation point and issue management (through the team)
• Manage L3 Support services
• Ensure adherance to regulatory and UBS policy compliance at all times
• Poses strong people management skills
• Financial experience (preferably Investment Banking and ideally within a Finance or Risk environment)
• Experience of reporting technologies (Business Objects)
• Ensure production stability and availability for key operational business processes
• Handle incident escalation and management
• Perform Problem Management including
• Bachelor's degree in business related area
• 8 - 10 years' experience in IT support role within Financial services industry
• Broad understanding of technology systems across mainframe, midrange and distributed areas
• In-depth knowledge and understanding of Incident and Problem Management practices, skills and tools
• Experience in supporting critical and time sensitive applications
• Manage, develop and monitor clear and realistic action plans to accomplish objectives using given resources
• Highly organized, a motivated self-starter and able to quickly take ownership of the role
• Ability to coordinate activities of geographically dispersed teams (offshore management)
• Self-driven with the ability to manage and prioritize
• Strong team player, ability to build relationships from both a business and technical point of view
• ITIL training and certification preferred
• Committed to process improvement, LEAN and/or Six Sigma training a plus
• Good documentation skills
• Provide support for and consulting on projects and BAU activities that impact Corporate HR and the broader HR community
• Needs to be a very proactive individual that can work with minimal supervision
• Experience or familiarity working in an outsourced environment with 3rd party providers is a plus
• Strong analytical, logical and creative thinkers who are effective at problem solving and detail-oriented
• Strong skills in time management with the ability to manage complex work plans, conflicting priorities
• High level of confidence both in terms of process and analysis skills
• Familiarity with a variety of technologies including mainframe, distributed (UNIX and Windows), and IT infrastructure such as servers, authentication, file transfer protocols, Web 2.0, etc
• Application development, testing and infrastructure management experience a plus
• Experience with multiple technology platforms
• Excelent interpersonal, written and verbal communication skills
• Lead and manage the daily operations of unit to ensure the highest level of operational service for a technology related program(s)
• Plan, implement, and track initiatives to drive continuous service and process improvement for assigned service domains
• Oversee projects and coordinate personnel and actions required to meet customer commitments and deadlines
• Leverage program management tools and processes to assign work, manage delivery, measure results, and produce reports in accordance with established service level agreements
• Establish and implement standard processes and procedures for all service domains
• Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends
• Education:Bachelor's degree in Business Information Systems, Business Administration, Computer Science or related field
• Certifications: N/A
• Skills:This job requires advanced knowledge of and skills in the development, installation and maintenance of IT systems typically of a high degree of complexity and/or having campus-wide scope and impact. Additionally, skills in technical management, project management, strategy development, organization, communications, and customer service are required
• Preferred Work Experience:N/A
• Preferred Skills
• Education:Bachelor's degree in Business Information Systems, Business Administration, Computer Science or related field or equivalent combination of education and experience
• Preferred Work Experience: Experience managing projects with an enterprise management tool, such as Microsoft Project Server or WorkFront; Ability to read and interpret blueprints and specifications; Hands-on experience working with AutoCAD; Experience with capital building and renovation projects
• Preferred Certifications:Project Management Principal and IT Service Management Certification. Project Management Professional (“PMP”) Certification; BICSI Registered Communications Distributions Designer ('RCDD')
• Preferred Skills: Highly self-motivated and directed; Experience working in a team-oriented, collaborative environment; Ability to absorb new ideas and concepts quickly; Good analytical and problem-solving abilities; Ability to effectively prioritize and execute tasks in a high-pressure environment; Ability to present ideas in business-friendly and user-friendly language; Very strong customer service orientation with an attention to detail; Excellent written, oral, interpersonal, and presentation skills
• Experience working in one or more of the following industries: Financial Services or Pharmaceuticals
• Build and manage relationships across client IT and associated business functions
• On-boarding - development of IT Service vendor relationships
• Establish SLAs with incoming vendor / measure and uphold SLAs as per contract
• Determine improved performance measures with new vendor and develop project plan to implement
• Identify ITIL service catalogue items to be supported day 1, with plan to support further items over time
• Capex and Opex fiscal oversight of vendor aligned to terms of contract
• Communications, project management and reporting to Senior Client Stakeholders
• Overseeing all operations inclusive of Incidents, Requests, and Problem management
• Act as an escalation contact for issues that may arise during the day and driving resolutions
• Assist/drive the team in providing efficient 2nd level Support on all Identity & Access Management
• Ensure incidents/requests are resolved within agreed SLA times
• Preparation and involvement in BCM related activities
• Ensuring Audit/Risk items are flagged and remediated as appropriate
• Excellent verbal and communication skills in English
• Web Services - Apache HTTP and Tomcat [experience desirable]
• Operating platforms - Solaris 10, RedHat Linux, Windows Server [experience desirable]
• Database - Oracle 11 [experience desirable]
• Directory Service - Oracle Directory Server Enterprise Edition 11g [experience desirable]
• Technologies - Siteminder, Oracle Waveset(Formerly SUN Identity Manager) [experience desirable]
• Tools - Service NOW, JIRA, Tableau [experience desirable]
• Responsible for supporting approx 700 users across 7 sites (4 countries) on over 50 business critical applications
• Providing a 24/7/365 service to all internal European entities within the marketing arena and external partners WNS, Cognizant, EnBw etc
• Responsible for maintenance & support of up to £1.5M in Infrastructure assets
• Financial impact of systems failure in excess of £1M
• Maintenance of Infrastructure and applications supporting over £1Billion in customer billing
• Participate on Strategic projects with a budget of up to £3.5 million
• Operation and maintenance of our IT Infrastructure, Applications and Desktops within agreed service levels
• Ensure compliance with ITIL (IT Infrastructure Library) standards for Service Delivery activities
• Support the development, infrastructure and support teams in relation to any support and Service delivery related activities
• Management of 3rd parties and partners with regards to IT Infrastructure, support and service delivery activities
• Lead and support IT Infrastructure, Service Delivery and Support initiatives and projects
• Ensure compliance with any regulations relating to the storage and operation of data
• Bachelor’s degree in an IT related discipline and a minimum of 10 years of experience in an IT related role
• Position requires at least 3 years of management experience or progressive IT lead responsibilities
• Must be able to communicate effectively and have the ability to multi-task
• Minimum of two years of financial budgeting experience required
• Develop understanding of the major service level elements of the managed services agreement as it pertains to SLAs and Key Metrics (KMs) and participate in the review and validation of monthly reported metrics with the governance and managed services providers
• Review and approve service request proposals, applying knowledge of the service agreement charge structure and established baseline costs for accuracy and validation with agreed pricing structures
• Maintain regular reviews and visibility to service requests to proactively address requests with managed service provider service delivery managers, project managers and other resources to facilitate on-time delivery of requests
• Escalate incidents, service requests and other requirements with the service provider as required to meet business objectives
• Engage with Jabil corporate and site IT teams to understand scope and requirements, ensure engagement of managed service provider resources, and effective project management of major initiatives
• Maintain regular reviews of the problem management activity and ensure problems are being identified, addressed and resolved in a timely manner by the managed services partner
• Maintain relationship with service delivery counterparts and the overall service delivery team of the managed services provider
• May perform other duties and responsibilities as assigned
• Minimum 6-8 years of experience within Information Technology with 4 years experience managing people and vendor relationships
• Or a combination of education, experience and/or training
• Attend customer review meetings, as required, and internal stakeholders reviews taking feedback from the customer and ensuring that it receives the required degree of focus and attention by the rest of IT operational group(s)
• Support Incident Management and IT in major incidents, clearly articulating business impact for the affected service(s) and being the primary contact and escalation point for your customer base
• Review published Incident Reports from IT and adapt where required for delivery to the customer
• 3 Years’ experience of IT Service Delivery Environment
• Educated to A-level standard (or equivalent)
• Good Customer Relationship Management and Supplier relationship skills
• Logical, persuasive and influential
• Customer liaison and point person for escalated situations
• 5-10 years of related experience
• Strong hardware and software knowledge and experience required
• Strong analytical skills and customer service abilities
• Excellent communication and presentation skills required
• Providing a 24/7/365 service to all internal European entities within the marketing arena and external partners
• Management of up to 20 IT professionals, and matrix manage cross-functional staff
• Management of 1st, 2nd and 3rd level support for the company IT operations; applications, infrastructure and telephony
• Manage the implementation of new, and maintenance of existing, infrastructure and systems software efficiently and on schedule ensuring systems remain supported and secure
• Implement and manage service delivery best practices as published in the BSI (British Standards Institute) Code of Practice in IT Service Management, ITIL (IT Infrastructure Library) and itSMF (IT Service Management Forum)
• Agree and manage SLA's both internally and externally, Define, implement and monitor KPI's relevant to the business and reporting on these within agreed service levels
• Evaluate and manage the risk and opportunities associated with the operations and support of IT products and services, giving consideration to the impact on existing service levels
• Custodian of Infrastructure Technical Standards, and contributing to technology strategy
• Influence our technology strategy and set direction for Infrastructure, Service Delivery and Support teams
• Develop, maintain and champion a service oriented culture within the support teams
• Lead Service and Support work in support of project and product lifecycles
• Undertake the Service and Support lead on the Change Advisory Board ensuring support elements are considered and taken in account ensuring that proposed implementations are complete, sufficiently tested, and conform to documented technical and service standards ensuring the delivery of required IT service levels to the business
• Develop the members of your team, and, to ensure that there technical competence is maintained
• Ensure that all business applications operate within agreed service levels
• To build, maintain and monitor models that predict service availability, capacity and performance for evolving business patterns and expansion plans
• Ensure that the Disaster Recovery site is maintained and available for successful invocation in accord with the Business Continuity Plan
• Look to harmonise Supplier contracts across countries, challenging on behalf of each entity renewals using purchasing power for bulk renewals
• Passion and awareness and of new emerging technologies and standards being adopted within the IT industry
• Strong analytical and problem-solving skills

Senior IT Service Delivery Manager PC Client & Image Distribution Resume Examples & Samples

• 8-10 years experience, required
• LSS Green Belt online training required – preferred
• Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc…)
• PC Hardware and Software lifecycle management
• PC Security and Corresponding Concepts
• PC Client Imaging, Distribution, Management, Architecture, and Delivery experience
• Processing Services – Management of supplier delivery of: Data Center Facilities Operations, Data Center Networking, Operating Systems, Storage Technologies, Virtualization Concepts and Implementations including Cloud, Service Continuity
• Windows Imaging and Configuration Designer (ICD)
• Office 365 Pro Plus ‘Click to run” and MSI
• Symantec PC Encryption
• Developed range of strategic management and leadership skills
• Has demonstrated extensive relevant technical or business work experience
• Have sound commercial, organizational, time management, negotiation and resource management skills
• Is skilled in conducting meetings and team management
• Above average proficiency using office productivity applications
• 6-10 years of IT experience
• LSS Green Belt online training required
• Experience in supporting Mobile Platform iOS (iPhone/iPad), Android, Windows Phone 7
• Experience using Mobile Device management tools – ActiveSync, BoxTone, Mobil Iron, AirWatch and Citrix XenMobile
• Experience with Microsoft Exchange and Enterprise Messaging Systems
• 6-10 years of IT experience, required
• LSS Green Belt online training
• Typically has a strong relevant technical or business work experience, including previous Operational Service Delivery Management experience
• Knowledge of various virtualization technologies
• Knowledge of Citrix and XENAPP
• NetScaller [VPN Gateway]
• Thin Client technology
• External access solutions/implementations (Extranet)
• Experience with virtual desktop provisioning and application publishing
• Windows, Windows server, Active Directory, Active Directory groups and GPO
• Installation/configuration of Microsoft productivity suites
• Business Continuity Disaster Recovery Architecture Concepts and Failover Technologies
• Knowledge of Computer Networks and connectivity (LAN/WAN/TCP)
• Windows/Linux/Solaris, mid-tier, Web, Databases Oracle/SQL and Active Directory Services
• Server sizing, storage architecture, and performance tuning
• VDI High Availability options, concepts, and capabilities
• Comprehension of server Backup and Recovery Services
• IT Asset Management operationalization, service delivery, reporting, and tools (I.E. Eracent)
• Client Security Policy Configuration Management including Endpoint and Antivirus Software
• Has broad commercial and technical expertise, often in a variety of environments
• Demonstrates the leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions
• Understands standard contracting procedures within own organization
• Has a broad knowledge and understanding of IT concepts, current and emerging RISK Coherences, and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services
• Demonstrated ability for systematically analyzing and managing problems arising from incidents in the operation of information systems. Has general awareness of critical incidents and business implications
• Demonstrated ability to become thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service
• Has the ability to lead teams successfully when handling complex or high impact problems
• Demonstrates excellent verbal, written, and presentation skills
• Above average proficiency using Microsoft Office productivity applications
• Certifications:N/A
• Preferred Education: Master's degree
• Preferred Work Experience: Eight years of job-related experience
• Ability to lead technical staff creating a highly responsive, customer service environment
• Comfortable relaying technical information in non-technical terms to both individuals and groups during support incidents, orientations, and formal training classes
• Ability to troubleshoot, diagnose, and resolve problems under the scrutiny of the customer and/or other support professionals who have exhausted their abilities
• Ability to inspire confidence and maintain composure in stressful encounters with unhappy and frustrated users
• Interpersonal skills as demonstrated by the ability to work cooperatively with people from a variety of disciplines and backgrounds
• Ability to accept guidance from persons with more experience and give constructive assistance to those with less experienced
• Ability to lead meetings and present presentations to employees, staff, piers, and upper management
• Manages the regional Service Delivery functions which includes the Service Desk and IT Governance (ITIL, PMO, Financials)
• Establishes and manages the regional IT Service Catalog
• Establishes and manages the regional IT Service Level Agreements
• Builds IT service relationship with customers
• To provide reports to an agreed schedule (or on request), including management and financial performance reports
• Establishes and implements short and long term strategies to deliver services to customers within reasonable schedules and budgets
• Connects the business to technology
• Communicates and manages the regional Budget, Chargeback, and Allocation model
• Drives ITIL framework throughout IT organization including
• BA/BS Computer Science or related field
• 10 years working in Information Technology
• Experience with ITIL framework
• Experience working with Automotive Sector/Organizations
• Project Management Methodologies/Processes
• Strong communications skills needed to interface with high-level customer representatives
• Strong priority setting and planning skills
• Ability to publicly represent the company and department with internal and external clients
• Ability to use own judgment and initiative in problem resolution

IT Service Delivery Manager Senior Resume Examples & Samples

• Direct experience designing, writing and supporting custom business software in a large corporate environment. Including familiarity with modern development concepts, such as DevOps, test first development, and testing automation
• Direct experience managing a team of 10-15 software developers, working in a complex multi-tiered environment across multiple technologies
• Capability to prioritize and direct the day to day work of technical staff, including employees and contractors
• Ability to cultivate partnerships with peers in the line of business to ensure that their technology needs are met
• Capability to work with business and IT partners to prioritize competing demands to deliver the right solutions in the right order to support line of business needs
• Experience developing and maintaining technology roadmaps in concert with IT architecture and line of business partners. Providing a continued focus on modernization, stability, and improved time to market for critical business changes
• Experience with vendor management, leveraging partners as needed to insure systems meet Huntington's business needs
• Bachelor's degree preferably in Information Systems or a closely related Business degree
• Minimum ten years of experience in Information Technology, including experience in managing individuals
• Experience in banking, including credit and or collections
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
• Excellent interpersonal, written and verbal communication skills; ability to effectively interface and team with all levels of the organization
• Candidate must be self-motivated and assertive while possessing the ability to handle and prioritize multiple tasks in a team environment
• Excellent organizational skills, able to coordinate multiple projects and flexible at adjusting assigned priorities when needed
• Superior writing, proofreading, analytical and quality assurance skills with exceptional attention to accuracy and details
• Able to show initiative, demonstrated by a strong drive for results in support of management's objectives
• Performance of the Service Desk team sits within agreed levels. Service Desk meets / exceeds these measures, including the business customer satisfaction measures
• High customer satisfaction evidenced by regular distribution and presentation of results of a customer satisfaction survey
• SupportWorks is maintained as a centre of service information and is used effectively across the IT operation
• Pro-active change driven through the Service Desk and affected business areas
• Leadership, development and retention of individuals within the Service Desk team
• Ensure that the Service Desk produces a weekly reporting pack incorporating system and operational SLA tracking
• ITIL foundation accreditation (minimum)
• Proven report writing capabilities
• Proven stakeholder management skills
• Proactively meets with office leadership on a quarterly basis and reports up to RTM
• Follows up on quarterly meetings and shares results with RTM
• Participates in local office leadership meetings as appropriate
• Provides expert advice and consultation to colleagues
• Manages field support operations through internal staff and external vendor support groups within assigned geographic market
• Manages support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs
• Ensures infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements
• Ensures staff follows operational guidelines, principles, and processes as described by senior management
• Collaborates with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks
• Conducts periodic reviews to ensure compliance with regulatory guidelines, MGTI and operating company policies, and best practices within MGTI and IT industry standards
• Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
• Assists in the setup and operation of audio visual hardware as required by end user
• Determines appropriate hardware and software based on corporate policy and end user requirements
• Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues
• Escalates incidents and questions to appropriate support groups
• Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves
• May assist in administration and maintenance of technology infrastructure components
• May assist in installation, maintenance, troubleshooting and repair of office telephony systems
• Directly participates or assists RTM in approved MGTI projects
• Coordinates local “projects” such as moves, acquisitions, etc
• Provides coaching and mentoring to subordinates
• Performs staff performance and salary reviews
• Provides input for budgeting, improving processes and maintaining standards
• Manages activities of outsourced staff (as applicable) and follows up on service issues
• Works with HR managers and senior staff to document and remediate performance issues with staff and takes appropriate follow-up actions
• Uses corporate incident management system to record and track all support work
• Maintains accurate hardware and software records for corporate assets
• Performs time tracking tasks as required
• Assists with the procurement of hardware and software
• Supports team’s abilities and functions through positive customer relations
• Contributes to the improvement and enhancement of processes and procedures
• Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members
• Performs related duties as assigned by management
• Bachelor’s degree in a technology related discipline
• OR a combination of work experience, education and training equivalent to a four-year college degree in a technology related discipline
• Minimum of five years related work experience; seven years preferred
• Minimum of one year management experience; three years preferred
• Knowledge of company desktop operating systems and software
• Knowledge of company standard computer hardware
• Superior customer service skills
• Ability to lead and work within a team environment
• Ability to independently plan, organize and prioritize one’s own activities
• Ability to express ideas clearly in both written and oral communications
• Ability to coach and develop subordinates to encourage high performance
• Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
• Ability to work in a typical office environment
• Ability to lift and move desktop and other related hardware
• Frequent, local travel may be required depending on location
• Occasional, distant travel may be required
• Occasional evening and weekend work may be required
• Partnering with Infrastructure Architecture and Engineering to influence designs (to include video, audio, and networking) as part of the engineering design package, and coordinate the design review and change process with Operational team members and third party partners
• Proactively troubleshooting devices and coordinating equipment and system repair/maintenance as required
• Continuously monitor effectiveness of communication services, perform root cause analysis, develop and implement improvement plans
• Developing and maintaining procedures, standards and methods for team members and other colleagues
• Partnering with clients, consultants, applications technologists, external stakeholders, and other I/S domains to understand business and systems requirements and identify communication and collaboration technologies and solutions needed to support the business
• Sharing knowledge and assisting team members and other peers who are less experienced or knowledgeable in a specific technology
• Assisting in monitoring and managing the health of solutions and services by utilizing available tools
• Maintaining up-to-date awareness of industry developments and best practices in area of specialization
• Participating in researching vendors, equipment, and software to support business needs
• Coordinating AV support and audits to ensure accurate equipment and compliance
• Responsible for the operational maintenance of the company’s global voice & video system standards
• Lead monitoring and troubleshooting of voice carriers
• Identify, analyze, and drive problems to resolution, handling complex issues simultaneously while effectively communicating
• Escalate issues and problems to external vendors and management as necessary, ensuring prompt and accurate resolution and appropriate visibility
• Participates in the installation, configuration, and maintenance of technologies, software and solutions following established procedures and change control standards
• Performs post-installation verification
• Perform day-to-day operations, general & preventive maintenance and tracking of inventory, room sweeps
• Perform requests through to completion and follow-ups to ensure customer satisfaction
• Accurately record, update and document Incidents and Service Requests using the IT Support Desk system (ServiceNow)
• Communicate and update relevant stakeholders regarding on-going operation of services, open incidents and problems and providing timelines for resolutions or upgrades
• 5+ years’ experience with Cisco VoIP infrastructure systems (Cisco Unified Communications, Cisco Call manager, etc.) Including the current shipping versions
• 5+ years’ experience with Cisco Video infrastructure systems. (VCS, TMS, TCS, TPS)
• Global voice systems maintenance experience
• Strong teamwork, collaboration and communication skills
• Demonstrated customer relationship management skills, with the ability to build strong relationships with other business partners and IT team members
• Working in environments with high adoption of Cloud technologies
• Experience with mergers and acquisitions
• Experience in client migrations and tools
• ITIL Foundation level and above
• Sustaining a high level of service that enables all Jazz employees to perform their roles using devices in a productive and secure manner
• Ensuring end user devices are effectively configured, deployed and managed
• Acting as the liaison for solicitation, communication, resolution and changes for the end user environment
• Ensure that all end-user IT tools (hardware, software) and services are available in a timely manner for all users, configured to standards and maintained to standards
• Manage assigned projects from initiation to completion, including follow-up analysis
• Collaborate with others on the delivery of and end-user computing strategy which covers lifecycle management , employee productivity gains, system deployment methods and centralized controls of end user environment
• Develop, update and improve end-user guides and training materials
• Develop and provide technical support and training to service desk staff on computer hardware, software, specialized technology, peripherals and the most relevant end-user IT tools
• End User Computing
• 5+ years of System Center Configuration Manager (SCCM) experience
• Strong operational experience in managing end user devices in a global company
• Strong Technical client knowledge in both hardware and software (Dell and Microsoft)
• Proven experience in Microsoft technology stack (e.g., Windows OS 7, 10, Office 201X, SCCM 201X)
• A demonstrated service delivery mind-set with experience in implementing result driven end-user computing services
• Experience implementing continuous improvement programs
• Strong presentation and communication skills with ability to engage and influence senior level staff
• Demonstrated customer relationship management skills, with the ability to build strong rapport with the IT support community
• Process management capability, in particular the ability to drive workflow standardization and integration into technology tools
• Demonstrated experience working with and guiding external partners (e.g., remote service desk, on-site deskside support contractors) in a multi-national environment
• Pharmaceutical industry experience
• Working in environments with high adoption of cloud technologies
• ITIL Foundation level

IS / IT Service Delivery Manager Resume Examples & Samples

• Plan, organize, control and evaluate IT and electronic data operations
• Act in alignment with user needs and system functionality to contribute to organizational policy
• Preserve assets, information security and control structures
• Propose, implement and manage the strategic development of the Company's IT Systems in line with the needs of the business and the strategy of the group
• Travel is anticipated as part of this role, between the Harwell and Bristol offices (1 - 2 days per week) along with travel to within Europe to other Thales Alenia Space sites (1 - 3 days a month)
• Service Delivery experience within an ITIL environment
• Extensive Supplier and Vendor Management Experience including contract negotiations
• Experience of creating Service and Support processes from ground up and carrying out effective stakeholder management up to Exec Level to ensure process is adopted
• Experience of driving service improvement through effective process governance
• Ability to vary style and approach with stakeholders to achieve desired result
• Highly articulate written and oral communication skills
• Ability to quickly establish credibility and rapport with stakeholders
• Experience of multi-tasking, and ability to lead virtual teams
• Background in Media/Broadcasting is a great advantage
• Experience of working with Agile Methodology and Online technologies is essential
• Experience of driving service performance to consistently meet and exceed SLA's and KPI's
• Experience of running governance forums such as Monthly Service Reviews and Quarterly Business Reviews
• Experience of service transition in a product/project environment is desirable
• To initiate, manage service changes and continuously improve our IT Services in Australia & New Zealand
• To ensure that local business continuity is maintained
• To collaborate on Global IT Projects roll-outs (i.e. Office 365) with other IT Service Delivery Managers worldwide
• Bachelors or Master Degree in Computer Science, Information Systems or equivalent experience
• 3-5 years’ experience managing IT operations for a mid to large sized company
• Good Project Management skills
• Ability to influence and work with senior leadership and business stakeholders
• Experience in Planning and executing infrastructure related projects
• Drive and Persistence
• Finance and Controlling Business Processes for UK Plants
• Planning , Designing , Development and Operations of the Hams Hall SAP FICO Application solutions in line with Business Requirements
• Project Management of local and group wide IT application projects
• Provide business consultancy within the Finance and Controlling business process areas
• Provide BRM (Business Relationship Management) services for Finance functions
• Considerable experience in the configuration and management of SAP FICO IT application systems development, maintenance and support in the Manufacturing Automotive sector
• In-depth knowledge of SAP FICO with certification where applicable
• Experience and knowledge of ABAP programming / debugging required
• Consultancy skills, to provide recommendations on SAP FICO business process and IT solution design and implementation
• Considerable Finance and Controlling business process experience
• Extensive experience working in various SAP interfaces, especially Idoc’s and RFCs
• Good working knowledge of ITIL and Testing Tools
• Formalised project management experience
• Excellent level of communication skills at all levels of the organisation
• Excellent written communication skills (business cases, specifications etc)
• German language skills desirable
• UK Driving licence essential

IT Service Delivery Manager NZ Resume Examples & Samples

• Relevant tertiary qualifications in a technology discipline
• Strong working knowledge of IT management and practices
• Clear evidence of working as a business partner with demonstrable evidence of adding value through analysis, support and challenge
• High quality team leadership experience
• A sense of fun!
• Take a hands-on approach to managing the 24x7x365 operations of the IT Service Desk and Desktop Services teams. Direct the planning and scheduling of staff. Ensure that all calls/tickets are being properly handled, prioritized and progressed, while maintaining the highest standard of customer service
• Act as a primary point of contact for escalation on major system outages, supplier issues, conflict resolution, customer experience issues and service improvement suggestions
• Ensure resources have the right tools, access, training and information to enable the rapid resolution of Incidents/Requests and the ability to address project needs. Assist in the technical development and enhancement of customer support systems and functionality
• Devise and maintain all support processes, workflows and procedures to ensure all IT issues are managed, and that robust escalation procedures are in place. Ensure compliance with these standards
• Participate in the development of service level agreements and in the ongoing management of service level compliance and operational performance reporting. Identify and execute on IT service gaps. Ensure systems are in place to monitor peaks, troughs and trends in customer demand
• Maintain and manage the content of the IT knowledgebase, ensuring all information is accurate, relevant and understandable. Regularly report on its effective use
• Responsible for recruitment, development and retention of Service Desk and Desktop Services staff. Ensure adequate staffing levels are maintained at all times. Maintain a high level of employee morale within the team
• Assist the IT Customer Care Director in the preparation and administration of departmental budgets, business plans and metrics. Manage the creation, distribution and analysis of operational, business and financial reporting for your area
• Enhance and develop the respect and value of the Service Desk and Desktop Services across HCMC by building and maintaining good working relationships with customers, suppliers and other technical areas. Develop and demonstrate an understanding of customer/business needs
• Support customer service initiatives throughout the company and focus on continuous improvement of the customer experience
• 8+ years in Information Technology Management with at least 3 years in a Service Desk Manager and Incident Management Manager role
• 3+ years combined “Service Desk Analyst” and “Desktop Analyst” experience
• License/Certifications: ITIL Foundations Certification
• Thorough understanding of the ITIL Service Desk function, as well as Incident, Request Fulfillment, Access Management, Event Management, Problem, Service Level, Change, Configuration and Service Transition processes
• Expertise in the distribution of packaged applications to the desktop environment and remote control technologies
• Experience with desktop virtualization
• Experience with automated workforce management technologies
• Experience with IT Service Management (ticketing) systems
• Comprehensive knowledge of current PC operating systems, printing, networking and application environments
• Experience managing Service Transition of new systems from project to production environments
• Ability to self-manage, prioritize and deliver on deadlines
• Flexibility to adapt to changes/challenges in organizational strategy, priorities and direction
• Ability to overcome resistance to change
• Ability to discern risks and take action to effectively mitigate
• Demonstrated experience in managing a metrics-driven organization with demonstrated continuous improvement
• Demonstrated focus on delivery a high-quality customer experience
• Highly developed team leadership and management skills
• Proven interpersonal, customer relationship and teamwork skills
• The ability to maintain productive working relationships both within a team and across team boundaries
• IT financial acumen
• Monitoring of Key Performance Indicators and performance against Service Level Agreements
• Resource performance management, mentoring and career development
• Healthcare industry experience
• 1+ years IT access provisioning/management experience
• 2+ years Application Development/Support Manager experience
• “Total Contact Ownership” program development expertise
• “Voice of Customer” expertise
• Bachelor's degree, preferably in Information Systems or Security, or a closely related Business degree
• Minimum of ten years of professional work experience, preferably in Banking, including experience in managing of individuals and technology and/or security
• Has a wide range of experience and able to resolve complex issues. Works on complex and diverse projects. Analysis requires an in-depth evaluation of variable factors. Exercises good judgment in selecting methods, techniques and evaluation criteria for obtaining solutions
• Promotes, implements, and fosters an environment that supports change and innovation. Courage to challenge the status quo is encouraged
• Effectively partners with other entities to accomplish outcomes in a way which promotes teamwork and decision making at the lowest possible level
• Facilitates team efforts in continuous quality improvement activities
• Engages staff in a way that supports high performance. Approachable and available
• Understands and supports the client's leadership philosophy and culture. Adds value to it by modeling behavior in a manner consistent with the client's core competencies and core values, embracing collaboration and consensus building, and fostering leadership at all levels
• Identifies conflicts and proactively initiates corrective action
• Balances demands and keeps multiple initiatives and work tasks going at the same time
• Uses the appropriate decision-making model for the situation at hand, consistent with the Pomeroy leadership philosophy. Understands their scope of authority and escalates appropriately. Uses data and analysis to drive decisions, including appropriate use of performance measures to manage the business in the near and long-term
• Personnel management including: Interviewing, hiring, training, mentoring, recognizing, and evaluating personnel. Partners with staff on personal and professional development. Drives staff engagement by creating a climate where all staff feel included and know their role
• Work management: Delegates appropriately to staff based on their job level, skills, and abilities; provides clear direction and defined objectives; manages staff performance to ensure positive results, including proactively engaging employees in critical conversations about their performance
• Infuses a learning culture in group or functional area to drive continual improvement
• Accomplishes financial objectives by forecasting; adhering to annual budget goals; scheduling expenditures; analyzing variances; initiating corrective action
• Maintain client-relationship through daily, weekly, monthly, and quarterly meetings and business reviews
• Balances client expectation and contractual obligation with tact and diplomacy
• Travel for site visits, client meetings, corporate training, out-of-scope project oversight
• Accountable for project schedule, financials, and deliverables
• Report on program performance at local and global levels (have the ability to effectively communicate factual information to project team, executives as well as project stakeholders)
• Produces weekly, monthly, and quarterly status reports to management and project stakeholders
• Broad understanding of IT best practices, including ITIL
• Broad understanding of IT disciplines related to Deskside Support
• Understanding of the project management lifecycle. Demonstrated experience managing large projects. Ability to anticipate and resolve issues that arise in the normal course of a project
• High level of interpersonal skill required to regularly interact with others within the organization. Ability to listen to customers and discern the most important needs. Excellent ability to build relationships at all levels of the organization. Versatile and comfortable wearing multiple hats
• Excellent written and oral communication skills. Demonstrated ability to adapt communications to meet the unique needs of diverse groups of people
• Experience mentoring and assisting staff with the creation of development plans
• Cultural competence, awareness, and comfort working in a diverse environment
• 3-5 years of hands-on experience managing IT projects -- Familiar with Project Management methodologies
• Leadership experience including verifiable references
• Management of projects with 30+ team members
• Managed project teams over multiple geographical locations
• Have the ability to build and sustain strong relationships with colleagues, employees, and clients of varying levels (i.e., Executives, VPs, Directors, Management, End Users)
• Facilitate issue resolution - Identify customer issues, develop effective solutions and successfully manage the communication to the customer
• Operate as the lead point of contact for any and all matters specific to your customers
• Ensure delivery, resources and support process are in place to meet business needs
• Build and maintain strong, long-lasting customer relationships
• Manage high volume request demand within defined SLA's
• Participate / Lead in high severity scenarios and consult
• Participate in RCA sessions and develop best practices from lessons learned
• Collaborate and Develop operational improvements with departmental team
• Develop plan and improve upon existing service delivery processes
• Work with international operations teams
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Communicate clearly the progress of monthly/quarterly initiatives to stakeholders
• Forecast and track key account metrics
• Identify and grow opportunities
• Assist with high severity requests or issue escalations as needed
• Able to demonstrate the ability to undertake the above responsibilities
• ITIL Qualified and demonstrated knowledge of ITIL disciplines
• Demonstrable experience in leading virtual and vendor partner teams
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Able to work under pressure and meet deadlines
• Able to manage sensitive and sometimes confidential information
• Able to demonstrate initiative and a proactive approach to daily tasks
• Deep understanding of Operations and “run” aspects of IT, for back-end systems and end-user technology
• Proven relationship management skills including the ability to work collaboratively with end-users and executive leaders (brokers and agents) in the business
• Ability to partner with and collaboratively drive accountability with vendors and our internal teams
• Strong interpersonal, communication (verbal and written), negotiation, and collaboration skills incorporating the ability to effectively work with all levels of the organization
• Demonstrated high level analytical and problem solving skills, including the ability to identify issues and risks and work with Hub stakeholders for resolution
• Possess shared vision and values that create culture of customer service, accountability, capability building
• Effectively coordinate resource within the team providing day to day supervision. Drive objective setting and progress reviews against KPIs. Support performance and development discussions and provide coaching and technical guidance to the team
• Provide guidance to the members of the team in Customer Service best practice methodology and identify development opportunities that will increase the flexibility of support options within your team
• Management the IT reporting process. Conduct analysis and share information to help identify any opportunities to improve team performance and customer service
• To be the customer satisfaction champion within IT and central escalation point for the business. Develop the process for recording and escalation of issues to allow identification of root causes
• Working with the IT colleagues to establish effective procedures and processes necessary to provide a high quality responsive service to the business
• Demonstrable experience of managing within an IT technical support environment
• Awareness of ITIL and in-depth knowledge of customer service principles and practices
• Effective time management and prioritisation skills
• Strong customer facing and communication skills, able to effectively interact with technical and non-technical customers
• Enthusiastic, with a customer service mind-set
• Demonstrates high levels of integrity and quality of service at all times
• Experience of providing small groups of people face to face guidance/training
• Be our SME in the Client onboarding space
• Drive the technical design of application components in concert with team leads in the US
• Hands on technical development of distributed application components
• Able to look for simple elegant solutions to seemingly complex challenges
• Drive back-to-front development of application components
• Work closely with development teams in Asia, and the Americas to ensure project timelines are met
• Drive and Ensure code quality, Unit testing and System integration testing guidelines and procedures are met
• Ability to look beyond the status quo and identify areas of constant change/improvement
• Responsible for managing all aspects of client relationship including deliverable achievement and timeline adherence while embracing primary role of contact / escalation for site support related issues
• Manage team activities based on Sheridan’s ITIL based, process-driven support model that includes standard operating procedures related to customer request handling, issue escalations, key performance indicators (KPIs), trend analysis and reports in order to provide an increased level of quality, courteous, timely and efficient support for site users
• Ensure department alignment with the Sheridan’s overall IT strategy to provide high value service delivery
• Collaborate cross-functionally with departments within IT and across business units to build strong, productive relationships with all internal and external stakeholders as well as maintain support best practices
• Analyze team performance and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service in order to prevent future problems
• Adhere to policies and procedures for support, maintaining standards for hardware maintenance and deployment
• Identify, recommend, develop, and implement team member continuous training programs to increase team skillset and self-sufficiency
• Oversee development and dissemination of self-help documents, quick reference guides, and FAQs for end users
• Oversee the development, implementation, and administration of Field Service Team staff training procedures and policies
• Participates in site monthly Business Review and Quarterly Business Review Program
• Overtime and flexible on-call availability for after hours, may be required
• Trains, coaches, and mentors team
• Responsible for managing exempt and non-exempt employees
• Plans and conducts performance appraisals and talent assessments of staff, recommends merits, bonuses and promotions and administers corrective actions when necessary
• Demonstrated progressive experience in the performance management of a desktop support / field service team
• Well versed in the following ITIL processes: Service Management, Incident Management, Problem Management, Configuration management and Knowledge-based Management
• Exceptional customer service orientation with solid relationship and performance management skills
• Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users
• Ability to conduct research into a wide range of computing issues as required
• Keen attention to detail with proven analytical and problem-solving abilities
• Experience working in a team-oriented, collaborative environment
• Strong project managementWork collaboratively with both internal, service providers and vendors to achieve desired results skills are required
• Microsoft Office Suite
• Windows 7, 8 operating system troubleshooting and configuration
• Microsoft Office 2010 / 2013, configuration and troubleshooting
• Desktop hardware / software installation, configuration and troubleshooting
• Network / local Printer, scanner and other peripheral installation, configuration and troubleshooting
• Thorough knowledge of SCCM and desktop imaging processes
• Ticketing system documentation and knowledge base article creation experience
• Proactively manage and oversee iHM Service Delivery to support the company’s business and meet user needs, utilizing industry best practices (based on ITIL)
• Champion the development, implementation and continuous improvement of IT Service Management (ITSM) processes focusing on Service Strategy, Service Design, Service Transition (Change & Release) and Service Operations (Incident, Problem, etc.)
• Manage and initiate escalation procedures, as appropriate, to ensure minimal business impact and appropriate levels of communication to Executive and key stakeholders
• Manage and oversee the strategy for iHM ServiceNow platform to insure service excellence in delivery of IT services with a focus on Automation and Self- Service (Service Catalog)
• Manage and oversee iHM OLA, SLAs and KPI, understanding the impact that incidents have on our targets, allowing prioritization and direction as needed
• Develop comprehensive deep dive reporting & remediation processes for key problem areas as they are identified through Service Operations
• Schedule and attend weekly meetings with IHM Managers to ensure continuous improvement and adherence to iHM Service Delivery standards and policies
• Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards positive outcomes
• Work-closely with Outsource Providers and Technology teams, technical and business groups to improve our maturity levels and adoption of Service Operation processes
• Participate in service review meetings; areas covered will include SLA performance, critical outage, service improvement, quality and process improvements
• Manage and ensure IT team members are educated and trained on IT Service Delivery processes and methodologies
• Bachelors degree (preferably in Computer Science or MIS/CIS) or relevant experience
• ITIL V3 Foundation or above
• ServiceNow Experience is a plus
• Proven ability to lead teams
• Demonstrated ability to achieve objectives via influence of others
• Demonstrated ability to manage multiple incidents during high-pressure situations, remaining calm and focused under pressure
• Coaches teams and has proven experience on how to deliver value-added services through defined processes and practices
• Demonstrates critical thinking skills consistent with the global nature of the role
• Ability to motivate and influence others
• Helps others learn as teacher, coach and mentor; works to create a climate that values continual learning

Related Job Titles

IT Service Delivery Manager Resume Sample

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Work Experience

• Lead a diverse team of Quality Analysts and Testers in a challenging / fast paced environment
• Introduce and implement new ways of working that deliver efficiency and effectiveness within QA and Testing
• Proactively communicate with IT development and business teams to deliver high quality testing services
• Be hands on, understanding the technical details of the product(s) and assist the development and test teams in design and troubleshooting
• Innovate in areas of Automation, Test Environments and Test Data with focus to reduce manual effort and dependency on development teams for support
• Be motivated to contribute and do what it takes to get things done as well as motivate others
• Taking ownership of the business and technology partnership at our Auckland campus
• Overseeing IT infrastructure and the service desk for NZ
• Assisting the Australia-NZ wider IT team in ensuring all internal requirements are met and projects are collaboratively and consistently implemented
• Ensuring the NZ business meets regulatory needs and requirements
• Leading and developing the NZ IT team
• Report to the Director of Continual Service Improvement to develop and improve IT Service Management processes and Metrics for Incident, Problem, and Change Management
• Maintain relationships with a portfolio of Chief Operating Officers and users in US, Canada, and Puerto Rico
• Assist in the fielding and triaging of escalations from users, brokers, and agents
• Assist with managing a portfolio of IT Services Vendors including Service Desk, Field Services, Network, hardware and software vendors
• Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes
• Work across HUB technology towers to establish accountability with metrics
• Align with cloud strategy to ensure clean service introduction of new capabilities
• Serve as primary point of contact for pre-determined business escalations from and to IT
• Conducts evaluations with customers on the phone, via e-mail or through postal mail
• Sets customer satisfaction goals on various individual criteria as well as the total customer experience, and take steps to correct deficiencies
• Acts as the link between a variety of projects, customers, and resources

Professional Skills

• Definition of Service Level Agreements in relation to contracted services, ensuring that SLA’s are achieved and that service quality and customer expectations are met or exceeded
• Excellent communication skills as well as analytical problem solving skills
• Global experience in support services, strong service delivery skills and vendor management experience
• Strong time management skills with the ability to manage complex work plans and conflicting priorities
• Demonstrate strong listening and verbal and written communication skills
• Excellent facilitation, collaboration, influencing, negotiation, and presentation skills
• Excellent Management Reporting skills

How to write IT Service Delivery Manager Resume

IT Service Delivery Manager role is responsible for english, leadership, analytical, reporting, customer, technical, presentation, german, java, trading. To write great resume for it service delivery manager job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For IT Service Delivery Manager Resume

The section contact information is important in your it 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 IT Service Delivery Manager Resume

The section work experience is an essential part of your it 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 it 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 it 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 IT Service Delivery Manager resume experience can include:

• Good priority setting and flexibility to react quickly on changing priorities
• Excellent combination of analytical and planning skills
• Excellent client facing skills, self-directed and the ability to thrive in a fast paced, highly critical environment
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• More than 5 years relevant working experience in Banking IT. Good knowledge of banking business and technology
• Maintain a focus on continuous improvement and the customer experience, ensuring a world class customer service experience and resolving customer concerns

Education on an IT Service Delivery Manager Resume

Make sure to make education a priority on your it 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 it 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 IT Service Delivery Manager Resume

When listing skills on your it 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 it service delivery manager skills:

• Very good inter-personal skills to effectively interface with customers, team members, and other colleagues
• Excellent verbal and written communication skills.- Experience with the ITIL framework
• Detail oriented with excellent service reporting and documentation skills
• Excellent communications skills, ability to translate technical concepts and content into customer friendly language
• Strong presentation and communication skills with technical and as well business groups
• Demonstrated hands-on domain skills and track record of successful projects and deliveries

List of Typical Experience For an IT Service Delivery Manager Resume

Experience for it service delivery manager senior resume.

• Excellent communication skills – written and verbal. English and German a requirement, others beneficial
• Outstanding team building and leadership skills and abilities
• Exemplary planning , coordination and influencing skills
• Exemplary planning, coordination and influencing skills
• Exceptional writing skills and abilities
• Significant knowledge of sales functions available in SAP ERP and how they can be effectively deployed into a manufacturing environment
• Experience with financial/budget management, scheduling and resource management Experience with GxP / CSV / e-compliance requirements in an IT context
• Experience or strong knowledge in the deployment and management of virtual environments including VMware ESX

Experience For IS / IT Service Delivery Manager Resume

• Experience in an IT leadership role is strongly desired
• Ensuring effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers
• Defining the different types or IT technical services as well as the metrics to measure their effectiveness
• Experience in process modeling, documenting business requirements and documenting workflow using standard business process management notation
• 4+ yrs experience reviewing, maintaining and overseeing the creation of system documentation, following ITIL best practices
• Experience in banking, including Home Lending, Mortgage and PCL originations
• Background of implementing Service Delivery change to a high standard, with experience of transitioning existing services
• Demonstrable experience in running multiple projects of in parallel utilizing resources in a matrix organization, and partnering with multiple teams

Experience For Senior IT Service Delivery Manager Resume

• Experience with PowerShell scripting, and diagnosing security patching issues
• Lead all global audio, voice and video conferencing meetings with overall ownership for user experience and successful meeting performance
• Experience configuring/ administering enterprise level client management tools
• Broad experience within technical areas such as infrastructure, network administration, operating systems (MS Windows Linux), shell scripting etc
• Directly related experience using various infrastructure components including Microsoft, VMware, and other enterprise software and hardware

Experience For IT Service Delivery Manager NZ Resume

• Good understanding and knowledge of medical device manufacturing processes
• Experience managing and integrating with 3rd party service partners via direct integration methods such as SOAP / XML
• Direct experience managing a team of 5-10 technicians, working in a complex multi-tiered environment across multiple technologies
• Direct experience managing a vendor providing customized development / functionality on a vendor platform.
• Experience operating within the ITIL framework for Incident and Problem Management
• Experience building service catalogs
• Experience with dealing with the RiskMetrics vendor platform
• Develop new and implement existing administrative and operational policies and procedures and evaluate their relevance, efficiency and effectiveness
• Direct experience supporting Salesforce

Experience For Credit Risk IT Service Delivery Manager Resume

• Strong analytical capability for applying logic and creativity to solve problems
• Application development, testing and infrastructure management experience
• Experience managing IT operations for a mid to large sized company
• Related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership
• Thorough understanding of the Software Development Lifecycle with demonstrated credentials to deliver projects within budget
• Experience using enterprise Service Desk tools such as Cherwell, ServiceNow, or RemedyForce
• Strong understanding of client/server fundamentals and concepts

Experience For Senior IT Service Delivery Manager PC Client & Image Distribution Resume

• Strong Understanding of Java/J2EE, DB2, WebSphere Enterprise applications
• Experience in working with BSP (Business Server Pages) application and integration with SAP VMS
• Strong Understanding of BI platforms (Microstrategy, SAP, Cognos) and Data platforms (Oracle, Microsoft, IBM)
• Information Systems experience managing within a technology services environment
• 4+ yrs Linux/AIX/SUN system administration experience (Red Hat, SUSE, AIX, SUN) or Storage or Networking Systems
• 4+ yrs of experience involved in or managing DR and local recovery of IT systems
• Strong troubleshooting abilities and the ability to use logic to guide teams in incident resolution
• Recommends solutions to problems and cost-effective strategies for customers. Initiates any actions required to maintain or improve service levels
• Incident Management and incident communication experience

Experience For IT Service Delivery Manager, Pune Resume

• Experience in an IT support environment
• Experience of working in an IT service delivery role
• Excellent and robust understanding of ITIL processes and principles
• Excellent technical knowledge of windows software, windows active directory and related services
• A track record of continued and effective delivery in a fast paced, fluid IT service support / delivery environment
• Proven ability to communicate and present to colleagues, customers and stakeholders
• Experience with network and application monitoring tools, and the ability to interpret and act on alerts

Experience For IT Service Delivery Manager Resume

• Good understanding of Infrastructure technologies, Incident Management and Request Fulfilment processes
• Very good understanding of Asset Management
• Able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Demonstrates a breadth and depth of operation service delivery management expertise
• Good team player and highly motivated
• Operate within agreed budget and timeframes
• Managing a distributed team of IT professionals ensuring alignment towards common goals and objectives
• Working knowledge of Systems Development Life Cycle (SDLC) and Project Management Body of Knowledge (PMBOK)
• Understanding and working knowledge of Microsoft, IBM AIX, Red Hat, Oracle Exadata
• Overseeing the configuration, operation, and support of all IT End User systems
• Acting as a point of contact for process related questions or issues and facilitates process related meetings
• Ensuring contractual service support requirements are understood and managed
• Understanding how to leverage data to develop strategies and recommendation
• Manage a team of IT Program Managers (Leading and assisting them, DR, Hardware and Software Refresh, patching and security compliance
• Assist in the troubleshooting of network, storage, server, cabling, database, operating systems and application elements of a system
• Works with Monitoring and Alerting teams and vendors to automate incident creation, response, and self-healing scripts
• Is responsible for managing and monitoring infrastructure related to Records Management and testing environments
• Maintain high performing service support functions including IT Service Desk, and VIP support
• Can Develop custom tools and integrate with existing tools to increase engineering productivity
• Conducts recovery exercises, and is able to document every step and progress made during the recovery to create a formal results report for customer leadership
• Support peripheral devices including printers, copiers, scanners
• Show drive and interest in learning new system, applications, technologies, and most importantly business domains
• Provide leadership and management to develop high performing teams; implement management metrics to measure success of the team

List of Typical Skills For an IT Service Delivery Manager Resume

Skills for it service delivery manager senior resume.

• Expert PC diagnostic and troubleshooting skills required
• Experience working in Incident and Problem Management
• Experience in IT Service Management
• Client and client expectation management experience
• Strong Process and Workflow knowledge
• Experience in IS Service Delivery or related
• Working knowledge of VMware and server virtualization
• Understanding of service management concepts, broad knowledge of different IT disciplines and how they integrate with each other, GMP knowledge
• Integrate with the Infrastructure Service Management Team creating a cohesive operating model between the IT Quality and Service Delivery Teams

Skills For IS / IT Service Delivery Manager Resume

• Create reporting and deliver updates regarding Division system performance
• Attention to detail whilst maintaining a results oriented approach
• Manage internal and external communications, complaints and escalations, negotiating solutions and resolutions to conflicts that have been escalated
• Understand processing environments for supported products and services
• Develop and maintain own teams’ standards and procedures that support the overarching departmental standards and procedures
• Flexible but methodical and thorough process oriented approach
• Management and motivation of teams

Skills For Senior IT Service Delivery Manager Resume

• Mitigate risks and manage issues to resolution
• Innovative thinker – able to turn customer requirements into solutions. Ability to see the big picture
• Infrastructure systems, network, and ITIL process design implementation
• Develop the processes and governance required to operate an Infrastructure Process Control and Improvement portfolio, creating the compelling cases for investment that support opportunities to address existing problems, business risk and exploit value and best practice
• Coach and influence senior leaders and business partners to adopt and promote mindsets/behaviors needed to create a learning environment and sustain a culture of IT Quality and continuous improvement
• Create an open environment that fosters idea generation and collaboration, enabling diverse solutions to complex problems and IT controls
• Central leader in the coordination of Infrastructure Operations KPI Management and COBIT Controls Compliance
• Acts as an ITIL expert in the analysis and development of existing processes, procedures and methods to promote effective business and systems operations through standardization, improvement, simplification and discontinuance
• Establishes and maintains strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continuous improvement

Skills For IT Service Delivery Manager NZ Resume

• Establish and maintain strong productive relationships with the Infrastructure Leadership to ensure that service performance is effectively managed and monitored and issues are dealt with promptly
• Promote best practices establishing an IT Quality Improvement Culture across the Infrastructure Organization
• Establishes and documents a tailored strategy quality plan for the performance of quality assurance activities and process controls
• Evaluates work products to assess quality and reports findings. Researches alternative solutions to problems, determines proper approaches, makes verbal and/or written recommendations to appropriate parties and implements solutions. Leads and oversees implementation for recommendations ensuring resolution
• Gathers uses and independently analyzes defect metrics data. Presents analysis findings to the appropriate levels of management verbally and through the preparation of periodic written reports. Recommends and implements alternative approaches as appropriate
• Participates as a contributor or oversees special projects, external audits and process improvements in support of quality assurance initiatives. Provides process guidance and improvement recommendations based on current processes and future direction of processes
• Collaborates with management in defining and maintaining effective and efficient quality programs, including develop and presenting associated training and familiarization to affected staff. Provides expertise and in revision and updating of standard practices and procedures as appropriate

Skills For Credit Risk IT Service Delivery Manager Resume

• Experience in Supplier Commercial Management
• Experience of Outsourced IS/IT partnerships
• Experience in Contracts management
• In-depth knowledge of ServiceNow, Rally, Jira, or other service management tools/frameworks
• Liaise with business unit managers on a monthly basis, ensuring the provision of service is appropriate to their needs and gaining / providing feedback on services provided

Skills For Senior IT Service Delivery Manager PC Client & Image Distribution Resume

• Lead a team of IT professionals including developers and business systems analysts; responsible for all administrative tasks of Human Capital management including performance management, salary administration, training
• Assure production stability of systems including assuring 24x7 support from team, responding to and resolving production incidents, diagnosing issues and implementing root-cause solutions, informing and responding to business segments regarding problems and problem correction
• Responsible for roadmap planning with business partners, determining evolving needs of the business and identifying technology solutions to meet those needs
• Responsible for project execution including solutioning to meet project needs, initial estimation, resource assignment, working with other impacted IT areas, removing roadblocks during project execution
• Share core knowledge and experience with other Service Managers in the team
• Experience in Service Delivery or support in a large scale and diverse technical environment (Incident Management, Escalations, etc.)
• Responsible for identifying and addressing risks within the group and applications and conforming to all IT policies, standards and controls

Skills For IT Service Delivery Manager, Pune Resume

• Able to combine understanding of business needs and IT security requirements
• Drive process and system enhancements to maximize the business value of the Service Now platform
• Serve as the system owner to ensure the consistent use of FBL IT standards for all Service Now modules (problem, change, lean/agile, incident, vendor management, asset, etc) and make sure all data is secured and systems are operated in accordance with retention, legal, audit and regulatory requirements
• Strong relationship management ability; partner with business and technology stakeholders on technology initiatives, including management of project intake process
• Understanding the line of business and partners within division to develop technology solutions for new business needs as well as manage current systems
• Support the relationship management for management control and internal control

Skills For IT Service Delivery Manager Resume

• Senior level and mature understanding years of IT Service and Delivery Management principles with a proven track record of delivering results and introducing key ITIL
• Assist the Service Manager to Implement and track Continual Service Improvement Plans (CSIP) to provide excellent service to the customer base
• Work with internal governance and compliance teams to ensure that company standards are maintained for your customer service base
• Collaborate with other customer support managers to drive consistent process and productivity improvements
• Monitor and report daily, weekly, monthly and yearly SLA’s and measures as required
• Become an advocate of the Service Management process across the whole organisation
• Be part of the out of hours support rota as needed
• Willingness to support and mentor more Jr. level employees
• Advanced knowledge of the principles, processes, phases and roles of multiple infrastructure development methodologies
• Work with new technologies, and effectively troubleshoot issues to capture data points needed to engage IT SMEs in resolution / investigation activities
• Professional presence to effectively communicate ideas and solutions across all levels of the organization, including business staff personnel, senior executive management, the local site’s management team, other technical personnel and IT consultants (written & verbal)
• Excellent organizational and documentation skills; detail-oriented and analytical
• ITIL or equivalent knowledge through experience
• Able to demonstrate initiative and proactive approach to daily tasks
• Working knowledge of Microsoft Windows Server and Active Directory account and permissions management
• Knowledge of VoIP Telephone systems
• Familiarity with Microsoft, Dell and other relevant vendor support and escalation procedures
• Figures driven, excellent communication skills, assertiveness, conflict management, ability to coordinate activities globally, languages: English and key local language based on geographical and/or area of responsibility
• Strong customer and service quality focus, attention to details, ability to adapt to audience, result driven

List of Typical Responsibilities For an IT Service Delivery Manager Resume

Responsibilities for it service delivery manager senior resume.

• Very strong written and verbal communication skills and ability to work as part of a global, senior management team
• Relevant working experience in Banking IT. Good knowledge of banking business and technology
• Proven project management experience in the implementation of complex business applications including the integration of disparate applications
• Team Leading experience and vendor management experience would be advantageous
• Cost management, including optimizing the infrastructure landscape by consolidation and decommissioning
• Leading Application Development Projects. Experience working in an Agile Environment and leading Scrum Sessions

Responsibilities For IS / IT Service Delivery Manager Resume

• Excellent knowledge of software applications including Windows 10, Windows 7, Microsoft Office, Office 365, enterprise-level Anti-Virus & Web filtering
• Experience (minimally 2 years) in providing IT infrastructure support areas covering network, voice, firewall, PABX and vendor management
• Experience of leading teams in high-performance, large-scale systems
• Experience in large scale, distributed environments in multiple technologies including Network, Storage, O/S and Database
• Experience working on projects in multi-team environment
• Experience in managing internal or outsourced teams
• Between 3-5 years banking experience
• Experience with MS Office Suite, including Excel, Visio and Word
• Experience integrating with other enterprise systems such as Active Directory and HR Systems

Responsibilities For Senior IT Service Delivery Manager Resume

• Experience delivering technology support across a diverse range of IT services
• Leadership experience in a global end user environment and driving the adoption of technology
• Act as an IT ambassador, working with other departments to communicate IT matters and build strong relationships with business owners
• Experience of working with third-party service providers e.g. contact centre
• Solid technical background (ETL / DBMS (Oracle) / Java)
• Providing training and mentoring for functional teams to ensure that process guidelines are understood and followed
• Presenting operational and service level reports and explains service level support available to internal or external customers

Responsibilities For IT Service Delivery Manager NZ Resume

• Collaborating with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement
• Developing complex solutions to business problems or customer engagements through in-depth analysis, coordination and negotiation with key decision makers
• Inventing new products and processes to achieve strategic business objectives
• Able to lead a team including, hiring, coaching, mentoring, and training team members to be successful
• Work on a fast paced, forward-looking brand who is pushing the status quo in using data to drive marketing decisions
• Mentor and develop Client Solutions team members by conducting performance reviews, goal setting, promotions, hiring and disciplinary responsibilities
• Provide IT service performance reports by collecting, analyzing, and summarizing data and trends

Responsibilities For Credit Risk IT Service Delivery Manager Resume

• Oversee the implementation of new systems following handoff from the Design and Engineering team and retiring of decommissioned equipment
• Delivery of agreed services, including capacity planning
• Services improvement, including regular reviews and reporting
• Guides the day-to-day workload of local and remote IT Support Technicians, providing a data-driven approach for managing support queues and SLAs
• Knowledge of operating/ administering System Center Configuration manager (SCCM)
• Manage the IT service delivery of outsourcing and service provider. Ensuring that infrastructure services meet service level agreements
• Capacity Planning - ongoing reviews of capacity plan

Responsibilities For Senior IT Service Delivery Manager PC Client & Image Distribution Resume

• Work with OIT Service Owners on designing and implementing support processes and service improvements based on customer feedback
• Oversee builds of new servers and new system implementation. Including system hardening to ensure all systems deployed are "production" ready
• One (1) year of developing and managing continuous improvement programs
• Knowledge of developing and managing service level agreements, key performance indicators, and critical success factors
• Attends meetings regarding IT projects, representing the Data Center team as an ambassador
• Can design, build & maintain software infrastructure using complete SDLC for the build, deployment and testing of the department's systems globally
• Co-formulating and execution of the roadmap for the outsourced infrastructure services
• Escalation point for SEV-1 incidents and to supplier concerning non-performance

Responsibilities For IT Service Delivery Manager, Pune Resume

• Architect, Plan and executing complex disaster recovery solution
• Act as “White Glove” VIP support for executives and special events, providing a personal hands-on, high-tough level of support
• Provide audio/video administration and moderation for company-wide meetings and video conferencing events
• Champion the rollout of imaging, deployment and MDM solutions for Windows platforms
• Develop competency and proficiency with Office 365 productivity offerings, serving as a thought leader for the use cases of these tools
• Accountable for the overall desktop strategy and roadmap for the organization including lifecycle management for all client hardware and software

Responsibilities For IT Service Delivery Manager Resume

• Serve as escalation support for all desktop related issues supporting the organizations incident and problem management escalation processes and practices
• Coordinates and controls environment activities according to ITIL processes for incident/escalation, change, and release
• Guides and supports business analysts in defining processes for internal systems and external interfaces
• Provides program specific monthly reports, focusing on operations and support
• Implements and improves system operational processes, policies and procedures according to ITSM best practices
• Initiative to drive all incidents to resolution, and ensuring timely participation by all stakeholders
• Work with all infrastructure teams to identify and resolve reoccurring issues
• Works with performing suppliers to address specific issues and establish continuous service improvement plans
• Support DBS China business growth in IT areas such as new branch opening, servers’ implementation and deployment, storage and backup management, etc
• Third Party Vendors - provide information regarding internal focal points for support and for any third party contract arrangements
• Ready to take responsibility for the service performance of all team members and supporting personnel
• Clear understanding of the industry and competitive trends that impact your role
• Direct the maintenance, accuracy and improvement of CRM database, BI reporting tools, Google Analytics and other data capture systems and tools
• Support DBS China business growth in IT areas such as new branch opening, data and voice network deployment, network security and rationalization, etc
• Develop a clear understanding of business partner’s IT needs and overall organizational strategy to best accommodate their business objectives
• Manage small technical work efforts and/or projects ensuring that they are completed on-time, within budget and to the customer’s satisfaction
• Manage RSS’s fee-for-service revenue streams, provide timely invoicing, track payments, and generate monthly financial reports
• Develop and maintain close working relationships with Service Provider/Service Partner staff
• Work closely with the Design and Engineering team to help with the recommendation and development of technical roadmaps

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