it service delivery manager resume

IT Service Delivery Manager Resume Samples

An IT Service Delivery Manager typically oversees workers, facilitates meetings, and ensures products and services satisfy consumers. While no duties are exactly alike for all these professionals, a well-drafted IT Service Delivery Manager Resume mentions the following several roles and responsibilities common to the job – leading the team of technical support specialists; providing support and supervising staff, providing directions and mentorship in tech support; implementing best practices in help desk and IT support ; managing and facilitating meetings, improving performance and services, and product quality; reviewing IT services catalog, and ensuring team members are familiar with the IT service delivery processes and practices.

Those well-suited to this profession normally possess the following skills – leadership skills, knowledge about IT, familiarity with technology and computer software; extreme knowledge about the specific software; and technical expertise. Employers typically prefer those with a degree in computer science or a similar area of study.

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• IT Service Delivery Manager

IT Service Delivery Manager Resume

Summary : An accomplished IT Service Delivery Manager with over 15 years of experience in varying environments. My expertise is providing technical leadership in large enterprise environments. Proficient in creating and leading teams in both local and global projects (mergers, integrations, build outs, and upgrades) demonstrating skillful prioritization and goal orientation.

Skills : Active Directory, Management, Microsoft Office, Microsoft Project, Network Management, Operations, IT Management, It Project Management, It Service Management.

Description :

• Successfully managed 14 direct reports that provided expert technical skills and customer service over four main sites and 20 remote locations.
• Project Managed new site creations, moves, expansions, and integrations in a timely and successful manner.
• Provided technical support and service delivery at an expert level.
• Prioritized and worked remotely or traveled to necessary sites to provide support top level support.
• Provided detailed management of a budget for Greater Houston Area IT teams.
• Consistently set the example for meeting company mandated objectives and deliverables or service level agreements (SLAs).
• Ensured the IT staff completed objectives and provided excellent service.

Objective : Seasoned IT Service Delivery Manager extensive knowledge and expertise in scoping, defining, cataloging, and managing services; with additional expertise in portfolio management, service strategy definition, and managing pursuits. Having a proven track record as being innovative in ways to meet customer requirements and at the same time delivering stable and reliable solutions to customers which has resulted in customers awarding contracts for new applications and operations increasing revenue by more than $4.3 Million USD.

Skills : Business Analysis, Project Management.

• Responsible for the end to end delivery of a growing bundle of applications that manage track and track sales of pharmaceutical, professional health care, oral care, professional goods, over the counter medications, and pet care data with the sales force using wireless tablet PCs.
• Managed the contracts between P&G and also manage all sales and order management activities around the sale of P&G product for these respective business units.
• Managed end to end service delivery of software service.
• Managed business requirements and translated them into service requirements to be used by technical teams.
• Acted as a liaison between business and IT.
• Ensured all services fit within company's technical and business strategy.
• Managed escalation point of contact for business and IT Teams.

Summary : IT Service Delivery Manager with 15 years of IT experience with a strong background in client/server Web Hosting network environments and ITSM. Demonstrate the ability to provide innovative solutions to internal and external customers. Accomplished manager, mentor, and team leader with proven ability to complete projects using effective communication, presentation, and time management skills.

Skills : Virus/Malware Remediation, Microsoft Windows, Windows Server, Linux, Microsoft Office, Cisco Networking, Computer Hardware.

• Responsible for the delivery of all IT services to 39 locations with 3500 users in the US, Canada and India.
• Services delivered included IT Service Desk, server room/server, application support and management, network operations, asset management, change management and telecom.
• Provided project management for the implementation and execution of new/upgraded information systems including analysis, implementation, deadlines and accountability.
• Evaluated and implemented IT procedures, operations, and equipment for maximum efficiency and cost containment.
• Ensured users were provided timely support and service in accordance with Cenveo SLA's.
• Partnered with IT leaders to provide input and justification for project costs, capital expenditures, and budgets.
• Maintained and enforced the security of the environment, ensuring the company met its standards and published security policies.

Summary : IT Service Delivery Manager professional with over 20 years of progressive managerial, technical, and quality assurance experience in the areas of product development, implementation, project management, customer support, and vendor/client relationship management. Proven record of creatively solving complex business issues with technology solutions in multiple industries.

Skills : Microsoft Office, ServiceNow.

• Managed approx. 36+ staff, 7 major hospitals, and 60+ clinics and medical facilities.
• Reviewed all incidents and tasks opened to ensure contents, priorities, and documentation are accurate.
• Conducted weekly staff and leadership meetings to coordinate the effort and information sharing sessions amongst both metro and regional support teams.
• Worked with other IT Departments to ensure consistent workflow and process documentation is being created and updated.
• Generated and analyzed weekly, monthly and quarterly reporting decks to find areas of improvement and observe operational trends to build new processes and workflow around to increase performance efficiency.
• Conducted weekly feedback sessions with staff to communicate areas of improvement.
• Evaluated and generated Statements of Work to account for all work not covered under our support contract.

Summary : 10+ Years of Experience in quality assurance, risk management, incident management, implementation management, service desk management, and project leadership. Complete understanding of various Software Development Life Cycle (SDLC) methodologies like Waterfall, Agile, Scrum, iterative, and rapid application development.

Skills : Team Building, Team Management, Customer Service.

• Responsible for managing, planning, delivery of on-site IT management services at HealthSpot.
• Managed 9 team members on 2 teams (Service Desk and Quality Assurance).
• Built the service desk team and set up a new service desk process from the ground up.
• Established Remedy force for incident tracking and management.
• Established SLAs and helped raised first call resolution to 100%.
• Reduced support cost by developing workflows and support processes - resulting in a reduction of personnel needed from 7 to 5 individuals.
• Responsible for rapid team expansion providing training and regular performance evaluations during the process.

Summary : IT Service Delivery Manager with a proven leadership track record and has over 15 years of experience in leading large IT Service Management projects and running Global IT Service operations for Fortune 500 companies. Experienced in Strategy Development, Service Design, Service Operations and Support, Business Process Design/re-engineering, IT Service Cost Optimization, and Application architecture.

Skills : Release & Configuration Management Tools: SCCM, BMC.

• Responsible for managing global IT Operations and large IT transition/transformations for health care clients.
• Oversaw consultant teams and client staff in a global setting (onshore and offshore) to drive cross-functional projects success and accounts growth (EE/EN/NN business).
• Responsible for P&L, CSAT for respective customers, Value add initiatives, Running PIP/SIP initiatives, Resource management and cost optimization, Offshore-onshore model delivery framework ownership, Budget responsibility, and Scale: USD $ 6 million, 20 FTE, and 50 TP resources Responsible for the ongoing strategy, design, management & day to day operational delivery of our enterprise service management tools and processes across Global IT.
• Forecasted the operations budget in advance and meet the GM targets set by leadership Responsible for enforcement of process governance, FDA/GMP compliance, and continual service improvements around IT Service Management framework, being process owner for ITIL process framework.
• Responsible for customer relationship management, customer satisfaction, vendor management/ escalations, and operations SLA Management for service management tower.
• Interacted with Senior leadership and CxO layer for new proposals - RFP and BAU projects.
• Owned the responsibility of overall health of service management tower including Annual CSAT score and effective index improvements.

Objective : Freelancing for designing, coding, and modifying websites, from layout to function and according to a client's specifications. Strive to create visually appealing sites that feature user-friendly design and clear navigation. ITIL v3 Certified, with experience in Incident, Change and Problem Mgt for clients in the following areas: credit report bank, assembly and manufacturing industry, mining, and logistics.

Skills : Git, HTML 5, CSS3, Javascript, Angularjs, MySQL, Mongo, ITIL, Excel, WordPress, PHP, Word, Photoshop, Illustrator, Joomla, Nodejs.

• Performed incident management.
• Responsible for time-critical User Service/Infrastructure restoration, technical troubleshooting within complex IT systems environment.
• Worked with customers, internal IT and infrastructure teams, third-party system providers, etc, and throughout the service restoration process.
• Provided regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with the appropriate data including business impact, application affected, and relevant details regarding incident resolution.
• Created and updated Remedy tickets for incident and change management to document monitoring and recovery steps.
• Captured incident follow-ups and completing formal post-implementation reviews.
• Made sure all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.

Summary : Supervising a staff of 17, building them into a scalable, highly-skilled, process-driven, self-supporting team able to meet the day-to-day requirements and also react properly in the event of outages, and also Implementing an Enterprise-wide Altiris IT Service Desk solution which included web portal design and integration, system configuration using new standards and establishing new Service Desk processes and procedures.

Skills : Good executive presence,Life-cycle perspective.

• Provided best-in-class service where data is concerned.
• Continued to be recognized globally for thought leadership and cutting-edge services.
• Experienced manager with exceptional organizational and people skills.
• Ability to refine and improve processes to achieve increased productivity and highly focused on customer satisfaction through delivery.
• Insured compliance with all Service Level Agreements' which translates to a high customer satisfaction index.
• Utilized the ITIL framework to achieve success.
• Accustomed to being the central point of contact for the client, 24x7 for any major incidents and engaging the delivery teams.

Objective : Results-oriented IT Service Delivery Manager professional pursuing a career allowing for contribution through outstanding leadership, technical skills, management, and knowledge of information systems, for the benefit of an organization seeking a qualified candidate with a high level of initiative and determination to excel. Provide leadership vision for IT operations, guiding daily processes and policy implementation through strategic thinking and decision-making.

Skills : ITIL V3 Foundation Series, Communication Skills.

• Currently employed in the Information Technology Department for one of eleven Federal Home Loan Banks within the United States.
• Ensured the effective and efficient management of all aspects of Service Delivery as well as improvement of the overall customer experience.
• Provided management for members of the Shared Services Team which includes the Service Desk, Business Application Support, Infrastructure Support and Change Management Functions.
• Responsible for maintaining all applications, keeping these up-to-date, secure, and performing optimally.
• Oversaw budgeting and purchasing of all computer hardware and software for the organization.
• Advanced IT Customer Service through the implementation of a tiered structure for IT operations.
• Improved overall proficiency of service desk functions allowing for increased first call resolution.

Headline : Responsible for oversight and delivery of all projects in terms of meeting the defined SLAs, Vendor Management, and 24x7 Operations Management Responsible for designing solutions, approach and delivery framework for existing projects and opportunities Oversee all project execution activities such as planning, costing, delivery, and post-delivery review to ensure that the Delivery Unit functions as a Profit Center.

Skills : IT Leadership, Management.

• Provided Customer Relationship Management/ Project Management/ BCDR for Acxiom's largest customer Responsible for written and verbal communications between Acxiom and the customer, including coordinating client requests.
• Performed Monthly Operations Reviews.
• Understood the client relationship and SLA requirements.
• Responsible for standard Reporting and Communication for customers.
• Possessed high-level knowledge of all products services provided to customers.
• Responsible for documenting gaps within the delivery.
• Used PMI (Project Management Institute) methodology to create project scopes/plans, and provide project oversight to avoid scope creep.

Table of Contents

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IT Service Delivery Manager Resume Example

Coordinating top-tier tech, but your resume runs into downtime? Check out this IT Service Delivery Manager resume example, streamlined with Wozber free resume builder. Discover how you can map your IT service prowess to job prerequisites, ensuring your career trajectory remains as glitch-free as a perfectly debugged system!

IT Service Delivery Manager Resume Templates

How to write an IT Service Delivery Manager resume?

Embarking on the journey to secure the role of an IT Service Delivery Manager? You're about to navigate the complex, yet rewarding landscape of blending technology with unparalleled service delivery. The resume you craft is more than a summary of your career; it's a testament to your ability to lead, innovate, and exceed expectations in the realm of IT service management.

Using Wozber's free resume builder , this guide will empower you to create an ATS-compliant resume that not only speaks to who you are but also resonates deeply with what recruiters are looking for in an IT Service Delivery Manager. Let's transform your resume into a bridge towards your next professional adventure!

Personal Details

Personal details offer the first handshake in your resume dialogue. In the context of an IT Service Delivery Manager role, how you present these details can set the stage for your entire application.

1. Make Your Name Prominent

Let's begin with the basics: your name. Think of it as the flagship brand of your professional vessel. Ensuring it's prominently displayed in a larger, bold font immediately captures attention and asserts your identity.

2. Align Your Title with The Job

Directly under your name, position yourself for success by echoing the job title, "IT Service Delivery Manager." This strategic alignment signals to the hiring manager that you're not just applying for any role - you're picturing yourself in this specific position.

3. Craft Your Contact Information Wisely

When divulging your contact information, ensure it's inviting and error-free. A professional email address and a reliable phone number are key. Remember, little details like an email format of [email protected] convey a polished professional image.

4. Pinpoint Your Location

"San Francisco, California" isn't just a detail - it's an assurance that you're where the action is. Mentioning your location directly ties you to the operational radius of the job and emphasizes your readiness to dive in without the hassle of relocation.

5. Include a Professional Profile or Website

If you've got it, flaunt it. A LinkedIn profile, personal website, or portfolio can substantiate your claims in the resume. Make sure they're up-to-date and reflect your professional image accurately.

Your personal details are more than administrative necessities; they're the starting blocks of your professional narrative. Craft them with care, ensuring they mirror the essentials sought by the employer for an IT Service Delivery Manager. It's about making a polished and professional entrance.

The Experience section turns the spotlight on your journey and achievements in the IT service management arena. Let's delve into shaping a compelling narrative that showcases your prowess as an IT Service Delivery Manager.

• Oversaw the service delivery team, achieving a consistent 99% service level across all IT domains.
• Managed key client relationships, resulting in a 30% increase in customer satisfaction scores and a 15% decrease in escalations.
• Developed and maintained a comprehensive IT service catalog, leading to a 20% improvement in service request visibility and response times.
• Implemented standard IT service processes based on ITIL framework, improving operational efficiency by 25%.
• Championed continual improvement initiatives, driving a 10% increase in service efficiency year over year.
• Catalyzed the deployment of a highly available network infrastructure, resulting in a 99.9% uptime.
• Led a team that successfully migrated company systems to a cloud‑based environment, saving 20% in infrastructure costs.
• Established and enforced IT security policies, enhancing data protection and reducing security incidents by 30%.
• Streamlined procurement processes, reducing equipment acquisition time by 40%.
• Implemented an IT asset management system, ensuring accurate inventory and reducing equipment loss by 50%.

1. Decode the Role

Kickstart by intricately analyzing the job description. For an IT Service Delivery Manager, understanding the balance between technical proficiency and stellar service delivery is crucial. Highlight the experiences that resonate with the requirements like "managing key client relationships" or "implementing ITIL framework-based processes."

2. Chronology is Key

Layout your journey, starting with your most recent engagement. Include your role, the company's name, and the duration of your employment, shaping a timeline that reflects growth and adaptability.

3. Highlight Targeted Achievements

"Achieved a consistent 99% service level" isn't just a stat; it's a testament to your ability to exceed service benchmarks. Detail out accomplishments that mirror the job requirements, clearly quantifying them to demonstrate tangible value.

4. Quantify, Quantify, Quantify

Numbers speak a universal language of achievement. Whether it's improving customer satisfaction scores by 30% or reducing infrastructure costs by 20%, tangible metrics bolster your claims, providing a clear picture of your impact.

5. Relevance Trumps All

In a sea of experiences, not everything will make the cut. Filter through your past roles and responsibilities, highlighting only the most pertinent ones. Remember, relevance is your ticket to catching the hiring manager's eye.

The Experience section is your professional storyboard. Curate it to not only narrate your journey but also to underscore your direct alignment with the specific demands of an IT Service Delivery Manager. It's your proof of capability, presented in numbers and achievements.

The foundation of your IT Service Delivery Manager quest is often laid down in your educational achievements. This section, while succinct, is pivotal in portraying how equipped you are for the role.

1. Spotlight the Primary Requirement

Start by directly addressing the baseline educational requirement cited in the job listing. A "Bachelor's degree in Information Technology, Computer Science, or related field" explicitly listed? Make sure it's prominently displayed.

2. Lay It Out Clearly

Simplicity is paramount. State your degree, followed by the field of study, then the name of the college or university, and finally, your graduation year. Clean and clear presentation ensures easy readability.

3. Mirror the Job Spec

If your degree precisely matches one requested in the job description, highlight it. In this case, "Bachelor of Science in Information Technology", directly corresponds, making you a textbook fit educationally.

4. Relevant Courses Matter

Although not needed for everyone, listing relevant courses or specializations can add depth, especially if they're directly aligned with the core requirements of an IT Service Delivery Manager.

5. Shine a Light on Extra Milestones

Any accolades, honors, or significant projects related to IT service delivery that you've been a part of? These aren't just decorations; they're proof of your commitment and aptitude.

Let your Education section stand as a testament to your foundational knowledge and drive for continuous improvement. Tailor it to reflect the specific requirements of the IT Service Delivery Manager role, positioning you as a candidate of high caliber and relevance.

Certificates

Certificates are your arsenal in proving specialized skills and ongoing professional development. For the IT Service Delivery Manager role, they're not just add-ons; they're differentiators.

1. Match Key Requirements

Recall the specific certificates called out in the job description, such as "ITIL Foundation, PMP, or PRINCE2." Having these certifications puts you a step ahead, directly meeting preferred qualifications.

2. Quality Over Quantity

It might be tempting to list all your certificates, but restraint is key. Focus on those that are most relevant to the role of IT Service Delivery Manager. This targeted approach ensures that your qualifications don't get lost in the noise.

3. Date Matters

Including the acquisition or renewal date of your certificates, especially if they're recent, highlights your continuous commitment to staying abreast of industry standards and practices.

4. Keep It Fresh

The IT landscape is perpetually evolving, and so should your certifications. Regularly seek out opportunities for learning and certification, especially in areas critical to service delivery management.

Craft a Certificates section that testifies to your ongoing learning and expertise in areas critical to an IT Service Delivery Manager. Let each certification be a beacon of your dedication to excellence and cutting-edge knowledge.

The Skills section of your resume is your chance to succinctly present your professional toolkit. For an IT Service Delivery Manager, striking the right balance between technical acumen and soft skills is pivotal.

1. Discern the Job's Core Skills

Dig deep into the job listing to identify the skills explicitly mentioned, such as "ITIL Framework," "IT Service Management," and "Interpersonal Communication." These aren't just keywords; they're the core competencies the employer is seeking.

2. Highlight Your Matching Skills

Cross-reference your own skill set with the job requirements. Are you an expert in "ITIL Framework"? Proficient in "Vendor Management"? These skills should be front and center, establishing you as a well-equipped candidate.

3. Order and Precision

Prioritize your skills beginning with those most relevant to the responsibilities of an IT Service Delivery Manager. Keep the list concise and focused, reinforcing your expertise without diluting it with less relevant skills.

A well-crafted Skills section is like a targeted pitch, showcasing the specific talents you bring to the table for the IT Service Delivery Manager role. Keep it sharp, relevant, and aligned with the job requirements to reaffirm your perfect candidacy.

In the global IT landscape, communication is key. Your ability to manage and interact in multiple languages can significantly amplify your appeal as an IT Service Delivery Manager, especially in a culturally diverse environment.

1. Review Job Language Requirements

Start with the essentials: the job specifies a "Strong command of English necessary." This non-negotiable skill must, therefore, take precedence in your languages section, clearly marked as either "Native" or "Fluent."

2. Showcase Your Linguistic Range

Beyond the essential English requirement, listing additional languages displays your versatility and potential to engage with global teams and clients. It speaks volumes about your adaptability and cultural sensitivity.

3. Honest Proficiency Assessment

Clarity about your language proficiency levels is crucial. Be explicit about your proficiency, using terms like "Native," "Fluent," "Intermediate," or "Basic." This transparency assures employers of your actual communication capabilities.

4. Evaluate the Role's Scope

Understand the broader context of the IT Service Delivery Manager position. If it involves international stakeholders, showcasing a variety of language skills can be particularly advantageous.

5. Cultural Insight

Languages open doors not just to communication but to understanding cultural nuances. Highlighting your multilingual abilities can underscore your potential for navigating the complex global landscape of IT service delivery.

Your command of languages should be celebrated as part of your resume. It not only showcases your communication skills but also your readiness to operate in a global market. Let your language skills amplify your candidacy for the IT Service Delivery Manager role.

A captivating summary is your chance to frame your narrative. For an aspiring IT Service Delivery Manager, this section is a concise pitch, offering a glimpse into your career journey, skills, and accomplishments.

1. Capture the Role's Spirit

Reflect on the essence of what makes an effective IT Service Delivery Manager. Are you a bridge between cutting-edge IT solutions and stellar service delivery? Start with a strong, overarching statement that encapsulates your professional ethos.

2. Initiate with Your Story

Introduce yourself as a professional with a robust background in "IT Service Delivery," emphasizing experiences and roles that align with the job at hand. Your introductory lines set the tone for your narrative.

3. Reflect on Your Achievements

Delineate key milestones like "achieving a consistent 99% service level" or "leading a team towards seamless cloud migration." These highlights should correlate directly with the responsibilities and requirements of the position.

4. Keep It Snappy

A concise summary isn't just preferable; it's impactful. Aim for a punchy 3-5 lines that draw in the reader and make them eager to dive into the details of what makes you the ideal IT Service Delivery Manager.

Your Summary is the appetizer to the main course of your resume. Captivate your audience with a clear, compelling narrative that leaves no doubt about your suitability for the IT Service Delivery Manager role. Let it echo your readiness and enthusiasm to take on the challenges of the position.

Launching Your IT Service Delivery Manager Journey

Congratulations! You're now equipped with the insights needed to tailor your resume convincingly for an IT Service Delivery Manager role. Remember, crafting a resume is a strategic endeavor, blending your professional journey with the specific nuances of the job you're aiming for. Utilizing Wozber's free resume builder , including its ATS-friendly resume templates and ATS resume scanner for keyword optimization, you're not just preparing a resume; you're setting the stage for your next big leap.

Embark on this journey with confidence, knowing you have the tools to present a compelling narrative that aligns perfectly with the demands of your desired role. The next chapter awaits – make it remarkable!

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 5 years of experience in IT Service Delivery or IT Infrastructure Management.
• Strong knowledge of ITIL framework and IT service management best practices.
• Excellent interpersonal and communication skills to collaborate with teams and stakeholders effectively.
• Relevant certifications such as ITIL Foundation, PMP, or PRINCE2 are preferred.
• Strong command of English necessary.
• Must be located in San Francisco, CA.
• Oversee the service delivery team and ensure service levels are met or exceeded.
• Manage key client relationships, ensuring customer satisfaction and handling any escalations.
• Develop and maintain IT service catalog, service-level agreements, and other service delivery documentation.
• Implement and improve IT service processes and procedures based on ITIL framework.
• Drive continuous service improvement initiatives to optimize service efficiency and effectiveness.

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Service Delivery Manager Resume Samples

The guide to resume tailoring.

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

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

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

Create a Resume in Minutes with Professional Resume Templates

• Manages and ensures consistent application of human resource processes including career development, performance management within area of responsibility
• Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis
• The manager can define KPIs, manage to metrics, and perform data manipulation in Excel to analyze team performance
• Develop, deliver and manage on maintenance releases for the KMF in partnership with the KMF Development and Test Manager /
• Manage the Service Portfolio; ensure processes exist for Change Management, plan for Demand Management & oversight of Incident Management functions
• Develop, deliver and manage on maintenance releases for the KMF in partnership with the KMF Development and Test Manager
• Audit the service management processes (Incident Management, Change Management, Problem Management)
• Delivering service that meets SLA and delights the customer /(KPI: SLA achieved & high customer satisfaction)/
• Managing financial performance and productivity improvements /(KPI: Value for customer, enhanced margin and P&L performance v Plan)/
• Owns delivery of service through service delivery team across a number of services including Managed Print Services, Reprographics
• Relationship management of all key clients in a challenging environment, including senior stakeholders and Management of regular contractual meetings
• Stakeholder management of Xerox internal customers as the account lead including but not limited to Procurement, Billing, Credit Control, Sales, Value Proposition Development, Commercial Group, Finance Team, Health & Safety Team and Senior Management
• Creation and ownership of management information reporting and quarterly business reporting
• Creation of account strategy working with Sales colleagues, planning and opportunity development for the account to foster a ‘same account growth’ programme
• Work with technical groups and business owners to make sure they can identify and diagnose potential customer quality issues before they become actual problems
• Provide Team Manager with weekly report on Install Base metrics; Credits, Churn, Growth, EOTR
• Assist the application and development teams in coordinating tasks, releases, testing and closure of issues
• Identification of process improvement and management of change
• Create coordination and collaboration with other teams to support development activities
• Escalation management combined with executive communication
• Send reports to SBU/customer and tracking key performance metrics
• Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills
• Knowledgeable of major storage vendor support structure, on-line support tools/systems, knowledge databases and escalation procedures
• Ability to build strong working relationships across all levels within the organization with strong verbal, written communication and organizational skills
• Strong domain knowledge in EY service line or CBS function in a professional services environment
• Maintain composure by responding calmly, quickly, professionally and decisively to the unpredictable or unexpected
• Highly organized and ability to effectively multi-task and plan/manage deliverables
• Knowledge of field work force scheduling for a field engineering work force highly desirable
• Previous experience in successfully managing service delivery in a service operations role. Knowledge of service delivery in an FM environment highly desirable
• Strong analytical and problem solving skills, the ability to systematically break down complex issues into manageable parts
• Excellent communication skills both verbal and written; ability to articulate complex concepts to a non-specialist audience

15 Service Delivery Manager resume templates

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• Responsible for identifying appropriate training courses, development tools as well as ensuring the definition and documentation of processes
• Demonstrated effective people management and leadership ability
• Previous experience in Project Management
• Strong insight and understanding of the elements needed to achieve and maintain a culture of success
• Very effective listening skills including the ability to interpret and respond to subtle body language, facial expressions and tone
• Ability to lead, coach, motivate and encourage staff
• Excellent written and verbal communications skills
• Ability to effectively analyze the skills, capabilities and strengths of their staff to ensure effective deployment
• Effective planning and scheduling skills
• Ability to foresee/identify risks and subsequently
• Manages the local I.S team & associated HR functions (appraisals etc), CSC FTE (where applicable) and is fully accountable to ensure proper service delivery in line with GIS standards & business expectations
• Day to day management of site infrastructure, operations & application including SAP (in conjunction with GIS/CSC/IBM/Savoye & other vendors)
• Forms a strong and influential working relationship with the cluster BRM and regional infrastructure / application leads in order to implement plans and delivery value for demand of IT services
• Uses systematic processes and judgment to assess the overall current and future resources within the site and advices the BRM on short, medium and long term strengths, gaps and needs
• Coaches the project team in delivery and dealing with concerns raised by the business. Identify the barriers and potential risk implementation and the possible unintended consequences of the change to business
• Responsible for follow-up on user escalations until resolution
• Identifies and escalate broken functional processes within the framework of the regional support model
• Acts with integrity – honor commitments, takes responsibility for decisions and behaves consistently
• Bachelor's degree required. Masters is a plus
• Minimum 5+ years of relevant experience
• Superior interpersonal skills & ability to communicate comfortably with all levels of site management
• Adaptable and able to work under pressure
• Ability to work independently and with limited direction
• Excellent knowledge of Microsoft Office Suite
• Work with BRM & Business Stakeholders to understand, communicate, and manage demand for IT services
• Coordinate GIS-initiated projects
• Provides high touch customer support to ELC end users in defined location(s)
• Handles customer service escalations from the service delivery process
• Coordinates the execution of service requests / incidents /problems working through internal and external service delivery teams
• Monitors the execution of operational service processes related to any service issues assigned
• Reviews service level reports for internal and external delivery parties,
• Provides regular and timely service delivery reports to BRM
• Provides technical advice, guidance and support for APAC IT Procurement related activities
• Performs other duties as required in line with role and corporate strategy
• Able to communicate comfortably with all levels of management
• Able to translate IT terms into business language
• Projects a professional image
• Appreciates cultural diversity
• Working knowledge/ experience of business practices in APAC
• In-depth knowledge/ experience with management of IT Infrastructure and equipment
• Open minded & positive outlook
• Problem analysis and problem solving skills
• Organizational and project management skills
• Adaptability and ability to work under pressure
• Ability to work with limited direction
• Significant previous experience of IT Service and Delivery Management principles with a proven track record of delivering results and introducing key ITIL disciplines and practical project management techniques to programs
• Must maintain excellent verbal and written communication skills. Able to translate complex technical issues which are easily digestible for customers and stakeholders from a non technical background
• Must demonstrate a proven track record of dealing with senior level executives
• A consistent attitude and respect for high quality standards and maintaining this despite competing pressures
• A strong relationship builder who develops and maintains relationships to help attain targets. Able to share information across teams, business lines and geographies
• Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change. Flexible and able to adapt to new situations as the business demands
• Influential and able to persuade peers and stakeholders (at various levels) and thereby overcome resistance to change and sustain support

O&t-l Service Delivery Manager for Production Management Resume Examples & Samples

• Demonstrate a basic understanding of production service management in IT services and the ITIL framework
• Good comprehension of the Production Support environment, product domain and how it relates to real customer experience
• Engage indirect/vendor resources through a managed services framework and processes
• Demonstrate a good understanding of partner processes like Event, Incident and Problem and Change Management, IT Service Continuity Management, Availability Management and Knowledge Management etc
• Shows a strong understanding of Enterprise Data Warehouse applications in Consumer Banking
• Good knowledge in IBM Websphere Datastage, Business objects, Oracle and Teradata, TWS, Unix
• Shows personal drive and able to work independently with minimal supervision
• Holds self and others accountable for results and decisions
• Demonstrates good interpersonal skills in working with different groups across the organization

Technology Service Delivery Manager Resume Examples & Samples

• Problem and incident management
• Ensure the company tools, standards and technologies are utilised correctly and relevant information is provided
• Developing and measuring group service level agreements (SLAs) and key performance indicators (KPIs) and that escalation flows are in place
• Responsible for the delivery of services within the SLAs and KPIs
• Reporting team KPIs
• To build services relationships with internal users
• Be the focal point for technology incident management; ensuring appropriate root cause analysis is completed and mitigating steps are actioned
• To ensure overall quality of technology services
• To ensure that systems, processes and methodologies are followed to ensure effective monitoring, control and support
• Build project plans and schedule resource to meet business requirements
• Represent technology on the ESSC Change Assurance Board
• Ensure transfer of knowledge to other BlackRock teams to ensure ESSC systems are understood and managed appropriately
• Proactively identifies and communicates issues and risks related to the project
• Liaises with the Project Sponsors, Project Manager, IT Lead and Test Lead to schedule projects
• Facilitates cross-organisational communication effectively to key stakeholders
• All aspects of Configuration and Release Management
• Very strong communication and presentation skills (written and verbal); concise and articulate
• Extremely motivated and ability to operate in a fast paced environment
• Familiarity with UK Defined Contribution Pension would be an advantage
• Extensive work experience in a technology environment ideally in service delivery
• Excellent analytical, creative and problem solving skills with the ability to apply original and innovative thinking
• Foundation in SDLC methodologies working on large-scale IT projects
• Demonstrable track record in delivering technology solutions
• Knowledge of technologies including: Microsoft .NET, J2EE, server virtualisation, networking and an all-round awareness and understanding of additional software and technologies
• Experience with Service Oriented Architectures and web-centric applications
• Knowledge of installing, configuring and administrating technology solutions
• Ability to research subjects, with a commitment to provide continuous improvement
• To work under pressure and think clearly in challenging situations and have the confidence to 'make the right call'
• A passion for technology
• Consistently high level of attention to detail, assuming ownership and following up on work to its resolution
• A passion for learning combined with a natural flair for technology
• Relentlessly positive, flexible and proactive with a “can do” attitude
• Hard working team player
• Ability to work under minimal supervision
• Thorough understanding of Analytical and BI products suite and methodologies relating to their use
• Work closely with the Incident/Problem/Change Management teams. Provide support during production incidents, determine impacts and plans around High Risk changes, and ensure root causes are remediated across the environments
• Analyze metrics for trends and determine action plans as necessary. Produce metrics and management reporting as needed
• Able to communicate effectively and articulate issues concisely to executive level management, including both written and verbal communication
• Ensure the stability and health and well-being of production
• Drive production improvements and service delivery, including Monitoring/Automation, Separation of Duties, Audit, Risk, CSA’s, ESM scores, backup success, defining SLA’s and OLA’s, etc
• Disaster Recovery Strategy: Partners with the application owners to develop and update comprehensive DR strategy across the LOB enterprise. Works with Production teams to develop specific Disaster Recovery plans that meet the overall strategy. Recommend specific tools strategies, and solutions for DR solutions
• Review existing production environments, making recommendations for remediation and driving improvements
• Review capacity and performance
• Incident Consulting: Provides technical assistance with the most challenging issues that span multiple systems, or show recurring trends that have not been successfully resolved
• Frequently anticipates problems and analyzes ways to mitigate the risk
• Projects excellent command of business knowledge and has the ability to solicit input from internal and external sources
• Is recognized as a positive leader and frequently provides feedback and strategic recommendations to management
• Implements complex medium- scale projects and has expertise in project management methodologies, requirements gathering, and determining scope
• Broad technical experience i.e, AiX/Red Hat, knowledge of data mining/data mining tools and data modeling
• Understanding of SAS product Suite
• Advanced understanding of LoB technology drivers, their impact on architecture design, new technologies, and how these translate into production improvements
• Advanced understanding of performance and monitoring
• Proficient in more than one specific infrastructure technology
• Advanced understanding of best practices and JPM Chase policies, especially Production Assurance and/or Incident Management (P1M)
• Advanced troubleshooting skills
• Advanced understanding of best practices and Chase policies
• Must be able to assemble technology solutions and effectively define and implement a working architecture
• Proficient in multiple business disciplines, functions and knowledgeable about the business' strategic direction and how technology solutions can apply

Unix Automation Service Delivery Manager Resume Examples & Samples

• Analysis of the organization's business needs with the capability to translate LoB requirements for automation use cases into design and implementation plans
• Development & implementation of robust operating system, middleware and application configuration solutions across GCS and line of business partners
• Interface and maintenance of NoSQL database environment
• Keep up-to-date on business trends and the latest technology innovations to forecast solutions, and anticipate emerging business changes
• Collaborate with other technologists across the firm and GCS in particular to assess current capabilities and bridge the gaps with legacy and future systems
• Can provide feedback and strategic recommendations to management
• Experience in medium to large enterprise or service provider of a distributed platform
• Significant years of professional experience working with CFEngine nova or equivalent (Puppet, Chef)
• Significant years of professional experience with Redhat in a large, mission critical global production enterprise(1000+ servers)
• Strong understanding of Unix Security and LDAP
• Advanced scripting abilities with Shell and Perl
• Understanding of SAN/NAS technologies and configuration management of the OS to support SAN/NAS
• Ability to adapt to a dynamic work environment - must be able to multi-task and work with minimal guidance
• Results driven, ensuring short-term goals are achieved while supporting long-term initiatives with an appropriate sense of urgency
• Experience in database technologies: (NoSQL), NEO4J, Mongo, Oracle, MS SQL Server, Sybase
• Experience in scripting and automation such as PERL, Shell (Bourne, Korn, C-Shell), JAVA, JavaScript, HTML and PHP
• Resource consumption monitoring to support life-cycle management, capacity planning and charge-back
• Application performance management tool knowledge

SAS Service Delivery Manager Resume Examples & Samples

• Willingness to learn & ask questions
• Bachelors Degree in Computer Science or related field
• At least 7 years hands on AIX / Linux Experience
• At least 3 years SAS infrastrucuture experience
• Infrastructure Architecture experience
• 3-5 years team lead / management experience
• Disaster Recovery policies and best practices experience
• Act as a communication and escalation point to all business line and represent the location technology function together with the TSM at the LOC (Location Operating Committee)
• Represent the technology function to all vendors and outside service relationships, speaking at functions representing JPMC as appropriate
• Perform a senior Technology advisory role to location and business leaders within the location
• Provide escalation point for technology in location
• Ensure that local regulatory requirements are understood and addressed by local team and act as an escalation point for any location risk related
• Managing day to day IT operation support and make sure that the delivery processes are complied with local regulator and local/regional/global JPMC technology standards
• Understand the service delivery requirement of the location for all technology groups
• Establish strong linkage with regional/global teams to leverage common processes, functions and resources to effectively deliver global services to location
• Make sure that service delivery process standards are followed, attend regular service delivery meeting with regional team and make sure there’s no outstanding risk and hygiene issues for the location
• Manage the technology risk for the location, identify any potential risks/gaps and escalate it to the TSM in the location
• Engage in risk forums relevant for the location, ensuring adherence of the control environment
• Helping the TSM to prepare location’s response to all internal and external audits
• Coordinate business continuity and disaster recovery activities within location
• Ensure that appropriate asset management processes and procedures are implemented and followed at all times
• Involve in management oversight of technology population in the location
• Provide input into training, development, performance evaluation
• Lead and deliver at local staff forums, present global, regional and location news and updates so that staff feel engaged in the progress of the organization
• Contribute to the support network within JPMC by conducting coaching and mentoring to all levels locally and remotely
• In excess of 7-10 years IT experience, preferablywithin the financial services sector
• In excess of 5-7 years demonstrated experience at a management level, being able to articulate proven staff development and growth sucess
• Expreienced in working in an influential role, specific experience in senior roles
• Strong communicator able to create and amintain people relationships
• Relevatn degree
• Valid NBI clearance
• Photocopy of Birth Certificate
• SSS and TIN information
• Transcript of Record or Diploma (if graduated)
• Service Delivery Management, Project Management, Time Management, Transformation experience
• Oversight to day to day Operations & Support of the Online Media and Mobile Applications Production support team, liaising with Development, Infrastructure, and Production Application Support teams at all levels
• Stakeholder management, Negotiate, Escalate and Manage Business aligned Stream leads and other senior stakeholders at all levels
• Manage the delivery of high quality service & support for Production Application Support. Interfacing with Business aligned IT streams within Group Technology
• Manage Vendor Aligned Support teams, to ensure the day to day support requirements are delivered to a consistently high level
• Manage UBS aligned support staff, to ensure the day to day support requirements are delivered to a consistently high level including performance review
• End to end operational focus – Application, Infrastructure Support, Operational Costs & Productivity, Utilization, Quality, Incident, and Problem & Service Level Management. Drive continuous service improvement within the team
• Drive demand reduction and cost optimization initiatives to ensure that the service delivery is optimized without impacting the quality of service
• Conduct & drive internal service improvement reviews, automation, process improvements
• Minimum of 8 - 12 years Support experience in relevant IT business streams, preferably in Online Media and Mobile domain, or alternatively in Asset Management, Wealth Management and Investment Banking etc
• Experience in dealing with Senior IT and Business Stakeholders
• Experience of managing relationships with vendors or managing internal teams
• Demonstrable experience in delivering a quality operational service to customers
• Operating in a high pressure team environment with an ability to multitask and prioritize efficiently
• Strong Command of the English language and or high level of proficiency

Product Service Delivery Manager Resume Examples & Samples

• 1) Assist with the development of the strategic proposition for Barclays Wealth Fund and Platform business
• 2) Ensure the fund and platform propositions meet applicable law and are compliant to all regulations
• 3) Ensure the fund and platform propositions meet the Barclays Group and Barclays Wealth policies and standards
• 4) Continually seek to innovate and improve all aspects of the service requirements
• 5) Ensure on-line fund and product information is accurate at all times
• 6) Provide strategic Management Information to internal stakeholders
• 7) Review and provide commentary on industry developments
• 8) Incorporate a robust oversight model for all 3rd Party Suppliers
• 9) Day to day query management
• 10) Management of key external supplier relationships for the delivery of agreed outsourced functions to an agreed standard
• 11) Management of key internal relationships to ensure consistency of approach between Barclays Wealth and UKRBB
• Supporting new business initiative in the elaboration of business cases
• Coordinating interactions with projects to understand requirements and timelines
• Ensuring sufficient product knowledge and deputation
• Adapting delivery team organization and capacity to current needs
• Providing the release plan and updates as needed
• Ensuring all necessary sign-offs according to the guidelines and performs all relevant reviews
• Ensuring the maintenance of applications in scope
• Lead and Manage the Service Delivery team, fostering a working environment consistent with the values of the BBC
• Establish and maintain strong and productive relationships with suppliers, IT outsourcing partners and other support teams to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations
• Manage the relationship with BBC People and the Academy stakeholder and Local Expert community
• Ensure the appropriate development of all staff utilising the BBC Staff Development Process for all team members. Identify development needs, training requirements and recruit additional staff as necessary
• Enforce and manage a disciplined ITIL V3 Service Management framework culture
• Engage with SAP and their customer community through the various forums
• Lead and drive the negotiation/resolution of complex service management issues and disputes involving suppliers and users
• Lead the periodic review of Service Level Specification and Performance Monitoring to ensure alignment with evolving business requirements, and negotiate changes where necessary
• Manage department and system budgets and assume accountability for managing spend within agreed limits
• Liaise with assigned GV clients and GV Client Services in an effort to effectively coordinate service delivery activities throughout the GV business model
• Act as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations
• Assist client and ADP in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc
• Act as a liaison for Implementation for Transition activities for ALL customers
• Qualifications and Experiences
• Ability to strongly influence the actions of others through communication, negotiation, and persuasion
• Strong knowledge of GV Client Services operating model and related resource allocations
• Strong payroll industry expertise including competency and knowledge of the payroll processing and legislative requirements of at least one primary country
• Demonstrate strong knowledge of ADP operational models, products, and procedures
• Essential Competencies
• Ability to influence the actions of others
• Ability to work under pressure while meeting deadlines
• Strong organizational skills with the ability to effectively prioritize work and multi-task
• Well developed inter personal skills, with an ability to communicate well at all organizational levels

Regional Service Delivery Manager Resume Examples & Samples

• Proactively monitor and advise client and Team Leaders on critical issues affecting service delivery
• Work together with client and ADP groups to assess impact of issues and to assist in determining appropriate courses of action. Manage and monitor action plans in accordance with agreements
• Work with CS team members to assess work loads and related time lines to effectively prioritize work prior to making commitments to clients for delivery
• Recommend, develop and maintain effective issue tracking tools (spreadsheets, reports, etc.) to ensure effective communication on progression of outstanding issues
• Acts as the client and/or ADP advocate, as appropriate, to ensure adherence to required service delivery model
• Compile, review, and deliver operational performance metrics to assigned client organizations
• Assist client and ADP in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc.)
• Identify and recommend improvements that benefit the operational model for client and ADP
• Act as subject matter expert for prospect and/or client workshops related to the GV Client Services processing model
• Demonstrate strong knowledge of ADP operational models, products, and processes
• Exceptional written and oral customer service and communication skills required
• Self starter, able to work effectively with limited supervision
• Speaks and writes English, Spanish, and Portuguese
• Customer service focused
• Accountable
• Plans, directs and manages the Daily Operations between local and central IT teams
• Working with all IT teams to identify and manage service improvement activities
• Ensure the processes and procedures are followed in order to provide quality services and ensure the service level agreement is met
• Ensure continuous communication through direct contact with the BRMs
• Actively contribute to the process, which identifies upcoming projects
• Ensure liaison between IT teams, BRMs and Engineering teams
• Work with IT teams and BRMs to manage priorities and expectations
• Serve as first escalation point for issues within scope of services for IT local teams
• Ensure coordination of activities with IT people involved in problem resolution
• Ensure the information in the CMDB are accurate
• Bachelor of Science or equivalent experience
• Fluent English (Native is a plus)
• Good professional French
• Technical background ideally within Managed Services and IT outsourcing industry
• Knowledge of the following – Systems management platforms, service management solution, ITIL
• The AMIAS SDM will monitor and coordinate the day to day end user technology services consumed and/or provided by Asset Management technology/ JP Morgan core global technology services
• The SDM will also be a key part of the global ‘Executive Support’ function providing white glove support to our most senior leaders
• Provides regular reporting statistics on support to technology senior management
• Manage/Monitor the technology inventory/consumables for the Asset Management business for your locations
• 8 or more years of Infrastructure Support Experience, with 2-3 or more years in a leadership capacity
• Domain expertise with Distributed engineering and operations. Experience with Enterprise-class storage systems. Technology experience must be current
• Exceptional leadership skills. Must have built and managed operations and/or support teams of 10-15 or more people
• Demonstrated drive for quality and results in both project and production engineering situations
• Past operations and support strategy, planning and management experience for large-scale environments and organizations
• Past operations policy and process development
• Demonstrable expertise with functional requirements specification, project management, and resource planning
• BS in Engineering, Computer Science, MIS, or related field or equivalent education/experience
• Review Reports on SLAs, Quality and Delivery metrics by supplier
• Serve as central point of contact for Supplier/GWMA
• Work with supplier on Issues, Risks and Conflict management
• Work with suppliers on demand fluctuation management
• Participate in Program/Project kickoff meetings representing Service Delivery
• Understand the Program/Project scope and timelines
• Creation of qualified RFP documents for the project/project
• Participate in the RFP meetings that the project/program qualifies as RFP
• Review strategy documents created by the supplier for program and large projects
• Review reports on capacity management
• Review quarterly reports on demand forecast based on programs/projects in pipeline
• Review knowledge management dashboard
• Review competency management dashboard
• Attend quarterly and biweekly governance meetings
• Review and approve transition plans created by supplier
• With management direction, develop strategy to maximize Supplier performance and value to GWMA
• Directs supplier performance and produces reports for executive review and discussion
• Meet with Supplier to review performance and issues
• Lead issue resolution and escalate to executive as required
• Identify emerging Supplier specific risk and enforce Supplier management activities
• Ability to lead SDMO duties across multiple business units and geographies
• Able to build and drive SDMO processes to manage the GWMA/Supplier relationship
• Long-term vision for building Supplier value
• Strong impact and influence capabilities
• Flexible and comfortable in ambiguous situations
• Willingness to take cross-platform approach
• Proactively manage issues and/or opportunities
• Strong Leadership Skills
• Self-starter – able to work with minimal direction
• Financial and Business acumen
• Strong Client Focus, Relationship building and Change Mindset
• Strategic Thinker / Thought Leader
• Performance driven
• 2+ years’ experience in Supplier relationship management and performance preferred
• 2+ years’ experience in Project Management preferred
• University degree, or equivalent combination of education and Supplier management experience
• Demonstrated ability to build sustainable, transparent relationships / partnerships
• Experience managing and coordinating internal and external stakeholder groups for proven service delivery
• Demonstrated experience working successfully in an environment involving multiple stakeholders with competing objectives
• 5 years+ experience in an operations role in a services (business processing outsourcing environment), hospitality, project management, or similar environment which is highly focused on end customer satisfaction
• Demonstrable ability to deal with senior level personnel in client companies
• Demonstrable ability to deliver excellence while ensuring flexibility & adaptability
• Operate with a very high level of honesty, integrity and transparency
• Demonstrable ability to structure and manage projects on time and within budget; provide details of sample projects to support
• Proven track record of achieving challenging targets consistently; energetic and positive 'can-do' attitude
• Excellent organisational & people management skills. Clear ability to extract maximum & fair value from all available resources; ability to motivate, organise and advise the team across the country as required
• Solid presentation & negotiation skills aligned with excellent inter-personal communication skills
• Ability to deal with difficult conflict resolution with clients and service providers as required
• Willingness to travel as required (travel requirement estimated at less than 15%)
• Fluency in English. One other foreign language (German, French, Spanish or Chinese) would be a distinct advantage
• University / 3rd level degree in a business or hospitality discipline would be very desirable though not absolutely essential if solid business experience

Technical Service Delivery Manager Resume Examples & Samples

• Sound technical knowledge of the Hosting Technologies
• Commercial and business acumen * *
• Own implementation calls, able to engage in technical discussion and provide technical consultancy
• Organise and chair quarterly service review meetings
• Responsible for adhering to company security policies and procedures as directed* *
• Tenacious problem solver, will own issues until full resolution
• Industry qualification in Networking Technologies such asNetwork +,CCENTor above / industry experience desirable
• Industry qualification in Operating Systems (Windows or Linux) such asRHCE,MCSEor similar / industry experience desirable
• Previous experience in a Service Delivery / Account Management role / System Administration
• Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
• Due to 24x7x365 operation, must be willing to be available for out of hours work
• Building strong partnership relationships with customers at every level of their business
• Own implementation calls and engage in technical discussion providing technical consultancy
• Review Service Failures and produce incident reports matching Rackspace standards when required
• Validate, negotiate and process Service Credits and manage Contract Renewal negotiations
• Identify both internal and external growth opportunities and support Sales in winning the business
• Lead the development of new processes and procedures to suit changing business requirements
• Host “customer-fit” meeting when to ensure customers wanted to transition segments are a good fit
• Industry qualification in Networking Technologies such asCCNAor above desirable / relative industry experience
• Industry qualification in Operating Systems (Windows or Linux) such asRHCE,MCSEor similar / relative industry experience
• Industry knowledge and practical application of Cloud technologies essential. Configuration management experience (DevOps) desirable
• Strong commercial and negotiation skills, with excellent business acumen
• PRINCE 2 Practitioner level understanding of Project Management
• Understanding of IT industry working practices / methodologies including certification in ITIL foundation certification

Enterprise Service Delivery Manager Resume Examples & Samples

• A creative approach to problem solving
• Effective communication and negotiation skills at all levels, technical through to directors
• Manage customer projects and oversee implementations for on time delivery
• Organise and chair monthly/quarterly service review meetings
• Produce ad-hoc reports when required
• A good level of business awareness and commercial acumen
• Ability to create wow / delighter moments with customers
• Excellent communication skills, both written and verbal with great attention to detail
• Solid understanding of relevant service(s) and good technical knowledge/understanding of local equities market
• Work experience in a regional, global, multicultural context
• Proficient command of written and verbal business English & additional location language requirements
• Expert in using MS office suites i.e. Word, Excel and Power Point

Service Delivery Manager, Smb Resume Examples & Samples

• Manage 3rd party vendor(s)and take responsibility for delivery of operational metrics including Customer Satisfaction, Revenue uplift and Product Adoption
• Define strategies and implement and manage programs of activity (sales & service) to achieve quarterly goals
• Act as key contributor and part of Customer Services leadership team for EMEA delivering cohesive and coordinated customer engagement and market development strategies
• Develop and implement best practices for your services programs ensuring our team is always up to date with the newest advertiser solutions
• Driving operational improvements, share best practices, and implement scalable solutions to business challenges
• Manage Capacity planning - both number and skill - to accommodate forecasted number of partner touch points
• Proven track record of influencing and collaborating with cross-functional groups to produce meaningful results and proven ability to build strong working relationships inside and outside of Facebook
• Execute projects involving quantitative analysis, industry research and strategy development

Cfo Service Delivery Manager Resume Examples & Samples

• This Delivery Manager role will have a good understanding of the clients/users and portfolio of services delivered by PTG to the stakeholders in CFO . Will act as a single point for user and other stakeholder ensuring efficient service delivery
• This person will also provide oversight as required to significant operations undertaken by vendor partners in Pune ensuring good service to clients
• Ensure we meet the key performance indicators defined by the business adhering to the SLA requirements
• Meetings with the Key User management on the service delivery adherance
• Work with Global production operations team and vendor patners to deliver good service to the clients
• Evolve into a trusted PTG service delivery manager and will manage the relationship, facilate the communcation and coordination amongst vendor partner, business and PTG stakeholder in delivering good PTG services
• Rollout good delivery practices, vendor controls, comply to CS guidelines, legal requirements, face off internal/external audit for PTG and provide transparency on service delivery quality, headcount, budget, and drive improvement
• Achieve excellent feedback on cost effective high quality of service delivered by the India vendor team and the stakeholder relationship management in APAC and other regions
• Acting as the central point-of-contact within Blackboard MH Services for a small set of clients and maintain day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ hosted environment
• Planning and managing projects involving client’s infrastructure for scalability, optimal performance, and growth in coordination with clients and all elements within Blackboard (Blackboard Learn, Blackboard Mobile, Blackboard Collaborate)
• Coordinating with Blackboard Global Services Project Management, Product Developers, clients’ Technical Support Manager in MH Services, MH Operations, and other elements (Blackboard Mobile, Blackboard Collaborate) of Blackboard to deliver and manage clients’ requirements
• Modifying and ordering hardware when necessary in coordination with clients
• Designing and implementing MH testing and/or staging in coordination with client as necessary for testing and upgrade planning purposes
• Coordinating and facilitating regularly scheduled project and status update meetings with clients
• Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans
• Documenting and providing monthly reports to clients on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs and other relevant materials
• Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; and issue resolution reports
• Bachelor's degree required
• Preferred 3+ years of product/project management responsibility envisioning, defining, and releasing new products and features
• Trained in product and/or project management best practices, procedures and tools (PMP. Pragmatic Marketing Certified, etc)
• CAPM/PMP or equivalent certification preferred
• Strong documentation and project management skills required
• Excellent interpersonal communication skills required
• Experience managing clients in a hosted environment preferred
• Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
• Portuguese language skills are preferred
• At least 12 years of relevant industry experience
• Operational outsourcing experience
• Global Customer remote management experience
• Team player: Ability and willingness to motivate and support others
• Excellent customer handling and presentation skills
• Excellent spoken and written English proficiency
• Excellent Analytical, troubleshooting and Documentation skills
• Flexible, self-motivated with the ability to work under pressure in an International and culturally diverse organization
• Willing to work on 24X7 rotational shifts
• MCSE, ITIL V3 Foundation certified are preferable
• Windows 2008/2012 Active Directory working knowledge
• Installation and configuration of Active Directory domain controllers
• Perform AD server configuration according to installation check list
• Deployment of MS security hotfixes
• To perform upgrade of Active Directory environment apply change management process
• Manage the system properties, system policies and services on active directory top level domain structure and to delegate control/administration on active directory lower level domain structure
• Managing schema updates
• Management of Active Directory domain controller FSMO roles
• Managing of Group policy objects (GPO)
• Add, remove and configure Active Directory sites, sitelinks and subnets
• Authorization of DHCP servers
• Managing File Replication service (FRS)
• Diagnose and resolve problems associated with the Directory Replication service
• Configure and manage the AD DNS services
• Managing TS license service on Active Directory domain controllers
• Create or remove Trust relationships
• Configure and manage the Directory Replication service
• AD Disaster recovery
• Ensure the overall security of the Active Directory domain
• Perform Problem Management
• Scripting knowledge /experience in VB Script, Powershell
• Knowledge on ADAM / PKI and Quest Recovery tools will be added advantage

Service Delivery Manager, Managed Services Resume Examples & Samples

• Applies appropriate knowledge and methods to resolve very complex business issues
• Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support
• Ability to proactively & effectively manage risk on high to very high risk projects
• Coaches & mentors experts & specialist Account Delivery Manager (ADM)/Deal Delivery Manager (DDM)s
• Ability to develop & present high impact message to executive level management
• In-depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs

Service Delivery Manager Enterprise Transformational Accounts Resume Examples & Samples

• Development of collaborative partnerships with the customer and their vendors
• Customer focal point - liaison
• Governance and Metrics Alignment - ITIL, Managing SLA’s and Critical Milestones
• Budgeting Functions - Consumption based billing – chargeback, P and L
• Crisis Management Leadership – Cross Functional Team Building – Seamless operational delivery
• SPOC for any AS and CMS driven activities
• SPOC for reporting and governance
• Escalation point for daily operational issues/onsite field technicians
• Identify and drive new business opportunities
• Drive relationships with local account teams and the customer contacts
• Dedicated onsite presence expected
• Minimum Bachelor’s Degree in Engineering, Computer Science or related field
• 8+ years IT or technology sales experience
• 5+ years supervisory / management experience
• MS / MBA desired
• ITIL+ certification desired
• Background in Service Management, Collaboration technologies and other related Cisco technologies and solutions, including understanding dependencies on core infrastructure and service delivery elements and how they impact service availability and best-in-class operational delivery
• Ability to influence and communicate effectively to senior-level leadership as well as functional management; overall excellent interpersonal and communication skills
• Ability to adapt to changing environments and priorities
• Experience in IT operations, support functions, and/or network management
• Ability to leverage a range of leadership styles from collaboration and partnership to command & control based on business conditions and day-to-day demands of the role
• Other critical functions include
• Customer focal point – liaison
• Point of contact for Cisco service driven activities
• Point of contact for Services reporting and governance
• Background in Service Management, Network Operations, Collaboration, Legacy and IPT Voice technologies and other related Cisco technologies and solutions, including understanding dependencies on core infrastructure and service delivery elements and how they impact service availability and best-in-class operational delivery

Service Delivery Manager Project Program Management Consultant Secure Works Uk Resume Examples & Samples

• Overall responsibility for ongoing client service delivery success
• Maintain an understanding of the latest trends to threat landscape protection, governance regulations, and risk levels related to gaps in security controls
• Establish key performance metrics and consult on industry best security practices
• Ensure progress reports and monitoring of delivery status with timely updates to senior management and clients
• Participate and lead client briefings as required
• Provide context to internal teams on future vision of the client’s security intentions and provide awareness to problem management

Healthcare Service Delivery Manager Resume Examples & Samples

• As a senior individual contributor to our Applications Management team, you will link the Dell account team with the customer leaders
• Develop, implement and manage incident, request, problem and change management as well as manage escalations
• Provide trending analysis of customer workload and host quarterly account review sessions
• Work with operation managers for resource allocation for projects, task orders, and discretionary work and manage allocated hours
• Manage the SLA and support delivery of our Applications Management group for the assigned accounts and manage any high severity incidents
• Responsible for customer satisfaction management (CSAT and PERC, etc.) and manage and improve customer satisfaction
• Provide status reports for management and our client as well as coordinate account communication (i.e. daily operational calls)
• Work with operational delivery managers on process enhancement (Common Operating Framework) including policy and procedure development and modification
• Identify new services opportunities and manage the core and special projects
• Participate in new business development and identify innovative value add activities for our accounts & customers
• Reconcile and manage monthly financial allocations to the accounts

Service Delivery Manager Secure Works Lisle Resume Examples & Samples

• Top notch operational support to internal teams and external customers. May provide technical guidance or influence the work of others
• Responsible for the integrity and functionality of the field of deployed iSensors and CTA devices
• New product or feature evaluation and participate in an on-call rotation
• Level-of-effort assessments for various projects and deliverables
• Provides troubleshooting support to day-to-day operational and support functions, including monitoring and maintaining a ticket queue
• May be responsible for specific programs, customers and projects
• Updates management on project/activity status
• Manage multiple assignments and processes and creates/maintains documentation, both internal and customer facing
• Extends capabilities by working closely with senior staff/experts within and outside the internal organization
• Regularly interacts with colleagues or customers generally up to senior level management
• Ensure client understands DSWRX values, how we help them address risk and know the client’s expected outcome of the services
• Identify gaps in current service profile and drive configuration adjustments or recommending additional services

Commercial Banking Technology Service Delivery Manager Resume Examples & Samples

• Drive continuous improvement across the CB application landscape
• Ensure that SLA's are continuously met or exceeded. Identify gaps in GTI services and support
• Act as a point of escalation and accountability for GTI service delivery
• Partner with Resource Managers, Distributed Computing technical staff, Database Management technical staff, and other stakeholder teams
• Ability to move forward with objectivity, logic and savvy without reservations
• Feeling of personal accountability for all areas in scope. Willingness to drive people on all sides of an issue to a common understanding and then drive them toward resolution
• Understanding the technical environment - be familiar with the basic hardware and software building blocks of the environment. Need to be familiar enough to lead diagnostic discussions and help drive the technical teams to the root issue
• Undergraduate degree in a technical field or equivalent technical work experience
• Minimum ten years of complex application infrastructure support (direct and matrix)
• Good interpersonal & communication skills with experience across diverse teams - business and technical
• Three+ years experience successfully integrating onshore/offshore vendor partners into an optimal operating model
• Three+ years of complex matrix program execution
• Highly skilled at issue identification and resolution
• Strong overall breadth of technology background with hands-on knowledge of multiple infrastructure components
• Strong understanding of overall technology industry trends
• Experience with matrix team technology management/leadership
• Highly skilled at systems analysis and review
• Experience in managing client relationships
• High awareness of current information security, control issues and trends
• Inspect the customer’s configuration to ensure they are in the right product
• Analyze Cloud accounts to make sure that customers are using all products to their highest potential
• Conduct implementation calls and lead customer visits
• Present written and verbal proposals and grow the installed base
• Negotiate and escalate with guidance
• 4+ years relevant service/relationship management experience
• Creative problem-solving abilities, coupled with a desire to take on responsibility
• Business acumen and use of account management tools
• Understanding of financial terminology and customer’s profitability
• Ability to adapt working style and approach to best communicate with various business contacts
• Demonstrated ability to provide solutions for issues both departmental and company-wide as well as within their own account base
• Demonstrated project management skills/techniques
• The ability to convey technical information to a non-technical audience in a clear and understandable manner
• Technical Certifications such as RHCSA, RHCE, or Ubuntu Certified Professional
• A good understanding of customer applications, including the use of databases, caching, replication, and common CMS applications
• Experience working with cloud technologies and APIs
• Experience working with common web hosting concepts, DNS, Webservers, FTP, SSH, RDP
• Internal and external account reconciliation
• Payment Validation- AML Transaction monitoring
• Securities static data maintenance
• Non client static data maintenance
• Document Management and Archiving
• Financial Messaging
• Private Equity Administration
• Providing daily mailing information to 3rd party provider
• General client mailing
• Regulatory mailings
• Regulatory and Compliance Client Reporting

Asia Pacific Service Delivery Manager Resume Examples & Samples

• Drive migrations, process streamlining, and consolidation of HR reporting activities and processes for the CoE ensuring thorough considerations and stakeholder buy-in, working with various stakeholders from the sending team, service center management, project management office, etc
• Ensure the completion of the full end-to-end process methodology for each project; with focus on transparent/seamless work transition, process improvement, service delivery and ensuring appropriate service control mechanisms are in place
• Understand the working processes for each project and/or limitations in order to ensure workarounds are creatively utilized to meet project needs and recommend and implement process re-engineering, where applicable
• Able to identify, manage, anticipate, identify opportunities and address key stakeholders’ expectations and provide timely feedback to necessary stakeholders by understanding needs and questioning assumptions in executing migration and resource and location strategy projects without sacrificing quality and controls on delivery
• Continuously review existing processes and identify opportunities to drive standardization and efficiency while delivering highest level of partner satisfaction
• Communicate effectively with clients and business leaders to clarify reporting needs and facilitate reporting solutions that meet or exceed the needs of the client
• Post Graduate Degree or equivalent
• Demonstrable experience of influencing and leading across a matrixed organization
• Highly effective communicator, able to interact with senior, global business management
• Ability to work independently and take personal initiative
• Sharp motivational and influencing skills
• Ability to code using SQL and VB
• Highly proficient in MS Excel, Access and Oracle Databases
• A deep understanding of P&Ls and Services is essential
• Proven track record in the delivery of contracted Services with wide P&L responsibility
• Development of strong customer relationships
• Experience in dealing with customers at all levels
• Ensures understanding, implementation and achievement of key performance metrics associated with SLA
• Provides support to new business opportunities and service implementation
• Strong knowledge of using the Microsoft suite of products
• Good commercial awareness
• Demonstrable ability to operate at prime customer contact level
• Proven experience of delivering complex projects
• A language (French/German) would be a clear advantage
• Solution engagement and delivery: The circle IT head has overall responsibility for delivering the IT needs of the circle to the VF business
• Service Level Management – You will be responsible for all circle related SLA targets especially critical SLAs that have a financial or legal impact
• Capacity Planning: You will be responsible for driving the capacity planning process related to the application and regular feedback to the Capacity planning / Data Center team well in advance and follow it up from order to delivery to deployment
• Vendor coordination: you will ensure the back to back SLA with vendor are in place and regularly review with vendor on support / other issue
• Security: Implementation of all security policies and guidelines that have been defined by IBM for the VF project as per Tower heads directionsProcess: Responsible for ensuring that the circle adheres to all the IBM processes
• Client Engagement: Recognize client problems, analyze causes and develop alternative solutions with the assistance of the team
• People Management: Development of the team members, timely reward and recognition, improving employee morale and productivity along with team building
• TBO(Telecom Billing Operations) Operations:Pre-paid Operations involving Card Manufacturing, Recharge coupon generation, Tariff Configurations & Migrations; Periodic charging; Configuration of VAS Services; IN CDRS Processing & Content CDRS processing. MIS reports generated include daily reports based Activations/Churn; Daily SMS alerts on Activations and recharges; Month end Corporate MIS reports; Call details for VTM, Legal requirements; Audit support for TRAI. Additionally, periodic reconciliation activities related to HLR & IN; CRBT & Other Vas services; Prepaid data in BSCS; International Roaming subs; periodic charging are carried out
• Postpaid Operations and Monitoring involving Service provisioning /De-provisioning in Mediation; Rejection Analysis ; SMS Pushing for Service provisioning and Payment updation; SMS Keywords URL Monitoring for Promo Activation and Deactivation. This also includes Prepaid Card Creation in BSCS; DWH CDR Loading for both pre-paid and post paid; Legal CDR Population from Mediation CDRs for Legal Requirements; Reconciliation between HLR & BSCS; VAS Alerts recon between BSCS and Vendor; Recon CDR and Billing system
• Infrastructure Operations
• At least 5 years experience in Service Management
• At least 4 years experience in TBO Operation
• At least 4 years experience in Infrastructure Operation

FSO Areas Service Delivery Manager Resume Examples & Samples

• Identify appropriate resolution to achieve client satisfaction in a timely manner
• Enforce standard methodologies, processes and tools
• Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
• Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
• Leader and team player – sets example for project managers, business analysts and others to follow
• Create an open, honest, accountable and collaborative team environment
• Conduct regular 1:1 briefings with the direct reports on an on-going and regular basis
• Know the status of projects in his/her span of control and any key issues that may impact scope or budget
• Synthesize and communicate project and business issues on an on-going basis, manage the group’s awareness of major business and IT issues, and help to prevent escalations, where possible
• Proven track record of delivering a collection of $50K to $2M projects for a portfolio size of $5M
• Strong executive presence
• Ability to develop strategic plans and translate them to actionable roadmaps
• Initiates, builds and maintains productive customer relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change

Z Tpf Service Delivery Manager Resume Examples & Samples

• ZTPF Mainframe Production and Test systems availability and operation
• Overall Service Design processes, execution, adherence, and improvement,
• Overall management of Service Design and Transition processes to ensure they work together to meet the needs of the client and internal delivery teams
• Ensure appropriate level of process rigor to deliver highly successful migrations of services to production operations
• Represent Xerox in customer design and build reviews, meetings and workshops in order to ensure a supportable product is delivered
• Review design, coding and development of Application and System utilities which enable the zTPF System Support team to continuously improve services levels and processes
• Provide leading technical and management support for the Architectural direction for the zTPF platform and related supporting systems
• Identify, develop and implement enhancements that will improve on the effectiveness of the operation and application groups supporting the zTPF platform
• Participate in design efforts for optimal zTPF Systems technical solutions including defining detailed architectural and technical specifications
• Support SLA tracking and improvement initiatives for all contracted services
• Participate in cost and budget reviews for all contracted services
• Typically utilizes management and process skills more than technical skills

Smb Service Delivery Manager Resume Examples & Samples

• The ability to occasionally travel for training (US/UK) and for customer visits
• The ability to identify opportunities to delight and wow customers
• Understanding of Rackspace products and ways our clients can leverage them to address technical solutions
• Manage support requests and co-ordinate Rackspace and/or Customer support teams to deliver within agreed timescales
• Building strong partnership relationships with customers and Rackers alike

Managed Service Delivery Manager Resume Examples & Samples

• 3 Responsibilities. 1
• 4 Authorities. 2
• 5 Main Activities and Services Elements. 3
• 6 Interfaces. 3
• 7 Requirements. 4
• 1 Competence Requirements. 4
• 2 Certification. 5
• 2Role & Position
• 3Responsibilities
• 4Authorities
• 5Main Activities and Services Elements

Service Delivery Manager Stage Resume Examples & Samples

• 5 years of experience in Telecomunications sector
• Customer oriented focus to build and maintain customer relationship
• Excellent interpersonal Skills and Strong customer orientation
• Manage the day-to-day operational and tactical aspects of projects being a lead in project executions after contract signing and key participant in team and clients meetings
• Review high-level deliverables across projects and management of scope and mitigates risk across projects
• Analyze profitability, revenue, margins, bill rates and utilization across projects
• Identify sales opportunities across projects
• Possess a thorough understanding of our service offerings, technical preferences, and technical direction
• Implement engagement review and quality assurance procedures in accordance with our methodology to ensure profitable and successful execution of goals and customer satisfaction
• Report the project progress and activities to the Steering group and relevant Stakeholders
• Minimum 3-5 years proven experience in Service Project Management
• Practical knowledge gained in IT/Telecom Project Management as an asset
• Experience with Project Management tools and applications
• Polish native speaker as mandatory
• Financial and business understanding
• Sales and business development, negotiation and argumentation skills
• Presentation and communication skills
• Market insight and Administrative Skills
• Presentation and Communication skill
• Negotiation and argumentation skills
• Ericsson Model for Project Management
• Software Support and Hardware Support
• Change management and Language Skills
• Deciding & Initiating Action
• Coping with Pressures & Setbacks
• Relating & Networking
• Very good leadership and management Skills

Service Delivery Manager, Smb Uk Resume Examples & Samples

• Manage customer projects and oversee maintenance schedules for on time delivery
• Review service failures and produce incident reports when required
• Organize and chair customer meetings
• At least 5 years experience in large complex information technology organizations
• At least 5 years experience in demonstrated ability to communicate effectively to large groups via in person and teleconferencing
• At least 5 years experience in demonstrated ability to manage large projects including server builds, application deployments with a focus on Unix, Wintel and Messaging
• Delighting the customer
• Managing IT services
• Capacity Planning
• Building effective relationships
• Delivering results

Service Delivery Manager, End User Computer Resume Examples & Samples

• Responsible for managing a team of 6 IT support specialists, including team leads (indirect reports and third party offshore)
• Provide escalation support to clients and other technology teams, executing the appropriate process or action to resolve the problem or incident
• Deputise for End User Computing Infrastructure Manager - Europe when required
• Provide leadership and drive productivity, consistency and quality in the behaviours of all subordinate staff
• Help staff to achieve their maximum potential through counselling and training
• Ensure a robust plan is in place to deliver the strategy within your area
• Manage, deliver and report on Continual Service Improvement processes and stability drive
• Own, plan and execute the delivery of a project, product or service
• Collect, organise and effectively report information
• Take ownership of a service and be responsible for the outputs
• Suggest improvements to service provision to achieve maximum efficiency within agreed service target
• Assist, lead and guide your team
• Be open to feedback and respond positively
• Make informed decisions that enable the achievement of the plan/strategy
• Establish trusting relationships with colleagues and internal customers to launch initiatives and achieve results
• Produce comprehensive documents and formal presentations
• Understand and meet customer needs with a can do attitude, whilst managing expectations
• ITIL qualified to at least Intermediate level - preferably Expert or Master
• Solid track record in an ITIL management position
• Strong Enterprise Desktop/Endpoint management (both Physical PC, MAC and Virtual)
• Working knowledge and experience of IT Service Management
• Background in desktop and infrastructure support using Microsoft technologies
• Microsoft desktop certification desirable
• Awareness of the following technologies
• The role needs to have ITIL V3 Expert level at a minimum (will consider V2) and or demonstrated alternative or experience
• Experience in Service Management delivering IT service to ideally a financial service Business and include experience with (Service desk, Deskside, Services domain (Network, Wintel, etc)and telephony services at a minimum
• Full ITIL end to end experience for Incident, problem, SLA etc
• Ideally experience in IT technology in the infrastructure space desirable
• Vendor and contract management experience also desirable
• Familiar with Risk management and compliance activities
• Drive Continuous service improvement activities as well as track

Service Delivery Manager Service Mangement Automation Resume Examples & Samples

• 7+ years n Service Delivery Management / Resource vendor management (IT Infrastructure and or Financial experience is a plus)
• 3+ years of experience managing operational team
• Process improvement skills such as Six Sigma and Lean and is a leader who constantly strives for improvement and excellence
• Proven track record of working in a multi-task, international environment with an ability to work effectively cross border
• Strong influencing, collaboration and relationship-building skills for key stakeholder management Excellent verbal and written communication skills with strong organizational skills
• High degree of flexibility with a “can do” attitude
• Practical experience in Service Now and/or Workflow automation
• Good knowledge of IT Service/Operations Management
• Management of the Wellness business unit
• Management of profit center and achievement of revenue and profit targets
• Management of partners
• Management of Brand Ambassadors
• Developing and maintaining all policies and procedures
• To oversee the retention & growth the business unit
• Ensuring timely and professional delivery of all services
• Integration of all services within corporate client sites
• Contributing to the development of new services
• Liaising with external healthprofessionals and other organizations as appropriate
• Previous people management experience is preferable
• 3 - 4 direct reports
• Manage the P&L for the Health & Wellness portfolio
• Design bespoke Health & Wellness packages depending on the clients requirements
• Coordinate on-site visits

Amias AP Service Delivery Manager Resume Examples & Samples

• The AP regional SDM will monitor, coordinate, and govern the regional day to day end user technology services consumed and/or provided by Asset Management technology/ JP Morgan core global technology services
• The Regional SDM will also be a key part of the global ‘Executive Support’ function providing white glove support to our most senior leaders
• Responsible to drive quality and continual improvement across all AM businesses ensuring that AM business and AMIAS goals for delivering technology-based services are met across all end user technologies, desktop services, application performance, infrastructure, and technology consumables
• Responsible for the executive support of key leadership individuals with the AM businesses
• Perform Project management/Project status reporting/Project execution planning/documentation (technology or real estate)

Service Delivery Manager Global Research Resume Examples & Samples

• Incident Management: Work as part of the Incident Management team to support the incident management processes primarily management of major incidents and post incident reviews
• Problem Management: Work as part of Problem Management to ensure problems are assigned accurately and are being handled in a timely manner. Work with vendors and internal support teams to ensure gaps are identified and remedial actions are taken. Work with customers and support teams to identify recurring incidents and concerns
• Service Level Management: Manage (SLAs) definitions related to contracted support services (vendor) and internal support services. Create and Develop SLAs, SLOs, OLAs and champion them with the internal support teams
• Service Improvement Management: Determine requirements of support services via discussion with customers (app users). Identify pro-active measures which can be taken to improve support services
• Vendor Process Management: Work with vendors to ensure support teams are following all vendor specific guidelines for the provision of support services to within RBC
• Vendor KPI Management: Work daily with vendors to ensure metrics reported by vendors are meeting SLA expectations and quality of work by the vendor is exceeding expectation. Carry out a range of quality control checks to measure vendor service and validate provided KPI data
• Vendor Security Management: Manage and maintain a range of processes tracking vendor adherence to RBC security requirements
• Reporting Services: Creation and maintenance of management information reporting relating to both vendor and internal support services
• Work as part of the Incident Manager/ Problem Manager team to understand gaps in support services, both external and internal, in order to drive service improvements
• Perform Quality checks on tickets daily to avoid quality degradation over time and report on it daily to the vendor for real-time improvements to be initiated
• Manage all aspects of on-boarding and off-boarding vendor resources to ensure RBC IT security policies are complied with
• Create required metric presentations and present analysis for weekly and monthly reports to management and customers
• Establish processes and procedures to efficiently onboard new applications and develop appropriate support models
• Work with peers to develop a successful global service delivery structure
• Develop and facilitate workshops and training courses on
• Incident / Problem Tracking tool
• Processes used in Support of service delivery
• Report generation from Incident/Problem Tracking tool
• Drive for all support teams to use Incident / Problem Tracking tools in a consistent manner
• Knowledge of ITIL framework, best practice for service support & management – At a minimum the candidate must be ITIL Foundation certified
• Educated to degree level
• Incident Management experience
• Identify key priority areas and areas requiring additional development
• Set long-term goals (along with a future vision)
• Identify gaps and barriers that might prevent the customer from achieving these goals
• Develop an overall plan and program designed to advance the customer towards the ultimate achievement of these goals; and
• Oversee and manage the implementation of program components, including both consulting and support projects and services
• Working with each customer to understand future business requirements and to assist with the definition and execution of projects designed to assist the customer to meet these requirements
• Working with each customer to ensure that appropriate Mediaroom services are delivered at both the pre- and post-production stages
• Working with each customer to drive continuous improvement in operational and support processes & practices in order to sustain the health of the overall Mediaroom environment
• Developing plans designed to improve each customer’s Mediaroom support and operations environment
• Managing the process of implementing these plans and reporting progress at regular intervals
• Establishing long-term and sustainable relationships with key customer personnel and decision-makers
• Defining, scheduling, and managing the delivery of consulting engagements designed to introduce new Mediaroom-related functionality into the customer environment
• Defining, scheduling, and managing the delivery of support and operations-related proactive services designed to improve system health, management, monitoring, and analysis
• Managing the satisfactory resolution of technical issues and escalations related to the Mediaroom solution
• Monitoring the status of open issues and escalating as required to ensure timely resolution that will meet customer expectations
• Managing communications between technical resources and the customer to ensure a high-level of customer satisfaction
• Developing and maintaining an in-depth understanding of industry trends and developments related to the overall Mediaroom ecosystem
• At least five years of experience working in an enterprise operations environment or delivering enterprise-level projects and/or solutions
• A working knowledge of Media technologies and services
• A strong understanding of enterprise support requirements
• Exceptional time management skills
• Exceptional Customer Service skills along with a proven ability to develop and sustain strong customer relationships
• Strong communication and presentation skills
• Experience managing customer-facing critical situations or incidents
• Exceptional collaboration skills along with the ability to manage teams and resolve complex issues
• Proven ability to lead teams towards the successful resolution of complex issues
• Project Management experience and/or training is considered an asset
• A University degree in a technology-related area (or similar certification) is considered an asset
• Strong rapport and relationship building skills with both internal departments and external customers
• Strong negotiation skills A good level of business awareness and commercial acumen with solid understanding of financial terminology
• Strong organizational, time management and prioritization skills
• Previous experience in a Service Delivery / Account Management role
• Previous experience in the IT industry or holds a good understanding of Internet Technologies
• Basic level understanding of Project Management
• Primary Responsibilities
• Ensure that the Corporate Email service delivery is managed efficiently and effectively driving Service Delivery Excellence in partnership with service suppliers
• Identify and implement actions to improve service efficiency and effectiveness
• Ensure that operational methods, procedures, facilities and tools are established, reviewed and maintained
• Negotiate with relevant parties with respect to disruptions and major amendments to the provision of services
• Communicate changes/outages/risks/incidents to Management / VCPs / End-users as appropriate
• Review service delivery to ensure that targets are met and prepare proposals to meet forecast changes in the level or type of service
• Participate in supplier transition and transformation activities as required
• Plan and manage implementation of processes and procedures, tools and techniques for monitoring and managing the performance of services. Monitor performance and take corrective action where necessary
• Contribute to the development and management of agreements with suppliers to meet key performance indicators and agreed targets
• Responsible for the liaison between user/VCP organizations and designated suppliers
• Ensure that supplier performance is properly monitored and regularly reviewed
• Ensure Backup and Recovery operational processes are functioning and monitored by relevant vendors
• Participate in planning and execution of yearly Disaster Recovery drills
• Ensure documentation and processes are kept up-to-date. Ensure Operations Manual and FAQs are reviewed and updated as required
• Support incident response, change management and problem management activities. Review RCAs and ensure corrective actions are completed
• Act as service focal point for service support teams, VCPs, service end users, application owners and management
• Manage relationships with VCPs and stakeholders (customers) to help manage expectations and perceptions
• Lead regular service review meetings with suppliers and meet customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained
• Approve production implementation “go/no-go” decisions
• Approve operational policies and procedures
• Review and approve application support plans
• Manage and approve release packaging of software changes (e.g. Cumulative Updates)
• Conduct technical and business planning sessions to establish standards, architecture and project initiatives
• Conduct regular planning for technology refresh and upgrades
• Support development/refresh of IT strategies and roadmaps as required
• Manage the Change Management process. Review/approve requests for change, monitor activities and schedule and track the associated activities
• Develop & implement workload management tools, workflows and processes to improve team efficiency
• Support service improvement activities
• Lead and/or participate in operational projects as required
• Ensure that appropriate action is taken to investigate and resolve incidents and actions plans developed to remediate issues
• Responsible for facilitating the professional development of respective team members
• Be available to attend team and project meetings during US East Coast business hours (approximately 8am – 5pm ET)
• Client Devices (PC, handheld devices etc.)

Senior Technical Service Delivery Manager Resume Examples & Samples

• Effective communication and negotiation skills at all levels, Technical through to Directors
• Project Manage, plan and document customer migrations and maintenances using PRINCE 2
• Manage support requests and co-ordinate Rackspace functions to deliver within agreed timescales
• Oversee implementations for on time delivery, acting as a point of escalation
• Ensure appropriate documentation is in place for specific support requirements
• Organize and chair quarterly service review meetings presented via power point
• Work with MIS Team to produce ad-hoc reports when required
• Mentor Level 1 Service Delivery Managers, and participate in the interview process
• Responsible for adhering to company security policies and procedures as directed

Ccm Service Delivery Manager Resume Examples & Samples

• Identifies the overall prioritisation of the teams workload and resolves problems
• Participates in the forecasting of staffing requirements
• / Participates in the estimating of project and ad-hoc work /
• Conducts periodical audits within the team
• Implements policies & procedures
• / Takes management responsibility of “special projects” /
• Acts as a point of escalation for customer queries & team members
• Takes ownership & management of day to day issues, including issue resolution for internal & external customers - provides root cause analysis & delivers action plans to address
• Manage, develop & motivate the CCM Team members in demonstrating role model behaviours – development of people, including induction, training and effective performance management processes, H & S compliance, staff motivation etc
• Accountability for the operation of CCM Department(s) and responsibility for the departments’ success in producing services within allocated timeframes and within budget and continues to focus on customer satisfaction with the service
• Responsibility and ownership for the work leaving the department; for levels of quality and strict adherence to corporate styles and guidelines
• Ensuring the team is run as a business centre, that numerical data is collated pertaining to the department performance, invoice & recharge values, usage by division, the volume and type of work coming into the department etc
• Understanding the needs of the customer (e.g. through voice of the customer analysis)
• Ensuring the feedback from the customer is communicated to the team and new strategies, quality and service improvement initiatives are implemented
• Track the performance against SLA’s and KPI’s (Key Performance Indicators) e.g. value add, cost savings, resource utilisation, efficiency gains etc
• / Liaise with key customers and suppliers /
• Achievement of excellence within customer communication management (Document Composition & Software development)
• Ensure compliance with Xerox governance standards
• Proven people management skills – able to motivate and supervise a team
• Previous experience in customer facing roles
• Able to evidence improved customer satisfaction and productivity achievements
• Strong skills in building and sustaining relationships at various levels both internally and externally
• Ability to influence and work with senior managers in the client organisation
• Familiar with document production techniques and software development
• Knowledge of inventory management
• Ability to convey concepts and ideas effectively to a variety of audiences
• Excellent communication skills, both written & verbal
• Approachable manner
• Ability to delegate where necessary
• Able to motivate the team and build excellent relationships
• Ability to deal with complex issues and take responsibility through to resolution
• Analytical and planning ability
• Highly organised – demonstrating consistency and structure in their approach
• Excellent interpretation skills and understanding of corporate standards and style guidelines
• Strong leadership, teamwork and facilitation skills
• Strong financial and analytical skills
• Strong IT Project management skills
• Ability to demonstrate initiative and creativity
• Flexible and adaptable
• Manage the local and global support teams to deliver on SLA
• Build strong customer intimacy
• 2-4 years experience in Operations & Service Delivery area in the ICT industry
• Fluent in English, French and Arabic
• Good knowledge of the Algerian Telecom and IT market environment
• Experience in multi-national working environment
• Financial understanding
• Minimum 8 years experience of managing a portfolio of projects to delivery; experience in managing project and service environments
• Experience of vendor-relationship anagement
• At least 5 years of managing projects in an outsourced environment or managing vendors
• Fluency in Italian
• Demonstrates thorough understanding of business priorities and understands the business criticality of platforms and applications
• Understanding of best practice in project delivery and service management, particularly in outsourcing situations
• Operational and financial performance
• Underlying IT processes which enable or support the services they own
• Ensuring that the ongoing service delivery and support meet agreed customer requirements
• Participate in the creation and management of the budget and resourcing related to their service
• Working with the customer to understand and translate customer requirements into activities, measures or service components that will ensure that the service provider can meet those requirements
• Assisting in defining service models and in assessing the impact of new services or changes to existing services through the service portfolio management process
• Identifying opportunities for new/changed services, leading the development of RoMs, SoWs and proposals as appropriate for their service area
• Identifying opportunities for service improvements, discussing these with the customer and raising RFCs as appropriate
• Liaising with the appropriate process owners throughout the service lifecycle
• Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
• Providing input in service attributes such as performance, availability etc
• Representing the service across the organization
• Understanding the service (components etc.)
• Serving as the point of escalation (notification) for major incidents relating to the service
• Engaging in the remediation of Severity 1 & 2 incidents for their service, including ownership of CSM communications with the customer
• Ensuring consistent and appropriate communication with the customer for service related enquiries
• Representing the service in change advisory board (CAB) meetings
• Participating in internal service review meetings (within IT)
• Participating in external service review meetings (with the customer)
• Ensuring that the service entry in the service catalogue is accurate and is maintained
• Participating in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the service
• Identifying improvement opportunities for inclusion in the continual service improvement (CSI) register
• Participate in the CSI working group to review and prioritize improvements
• Accountable for the completeness and accuracy of the Policies and Procedures Manual (PPM) developed in support of the contract scope assigned to them
• Fulfill the role of Process Manager for processes supporting Service Strategy for their services
• Service Portfolio Management · Business Relationship Management · Financial Management · Demand Management

Technical Application Service Delivery Manager Resume Examples & Samples

• Have good attention to detail and improve existing documentation
• Process oriented and interest in continuously improving
• Vigilant toward monitoring and troubleshooting existing applications
• Have comprehensive knowledge and skills to resolve issues as needed / overcome hurdles
• Keep abreast of HRS standards, technologies or methodologies
• Help application and development teams in coordinating tasks, releases, testing and closure of issues
• Oversee the day-to-day operational aspects of application and infrastructure delivery
• Work with Local Management to develop strategy needed to achieve agreed upon service levels
• Team player by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
• Management of the accurate and timely production of root cause analysis (RCA) of high severity outages or critical break-down in standards or procedures
• The SDM is responsible to send reports to SBU/customer and tracking key performance metrics
• The SDM handles day to day technical topics including monitoring as well as incident and problem management
• The SDM uses problem-solving skills to assess risk and make decisions. Also works closely with the Call Center team, the SBU and application team on service delivery
• Has spent considerable amount of time on an application for more than one client and gained complete understanding of the landscape and requirement of the client
• A strong understanding of managing the Network stack and protocols such as - TCP/IP, HTTP/S, SSH, FTP & SMTP
• System experience to include but not limited to AD, DHCP, DNS, Patching and Security Hardening
• Working knowledge of Windows, UNIX and Linux platforms
• Http protocol – Request methods, Header fields, Status codes
• Websphere, Oracle databases, Web Service XML
• Experience with multiple java versions and scripting
• Wintel, UNIX, Linux, and ISeries servers and open storage technologies
• Helpdesk, end user desktop, end user telephony, asset management, IT procurement
• Network LAN/WAN and telephony systems
• Ability to handle high pressure environment with multiple priorities
• 24x7 On call availability
• Excellent Witten and Verbal Communication (English)
• Flexible / and get along with others
• Carry out multiple assignments and yet be detail oriented
• Initiative and Drive
• Serves as the lead technical GDS Service Delivery resource specifically aligned to the Global Technology Infrastructure tower, with the proper skillset to facilitate and drive the successful deployment of data networking technologies in support of both small and large projects, and any other network-related business requests
• Drives Service Design and Operations resources to ensure all data network requests and projects are delivered on time, within budget and in scope
• Responsible for managing contracts with managed-service providers, carriers and colocation providers
• Ensures proper communication to key stakeholders, including affected lines of business, senior management, and other global technology and infrastructure partners
• Builds trusting relationships with key stakeholders and senior management representatives from within assigned LOB
• Prior experience in a Technical Project Management role within the financial services industry
• 5+ years of experience in IT with specific experience leading, measuring, and improving the delivery of technical support
• Strong understanding and commitment to standard operational processes and disciplines (Service Request Management, Incident Management, Problem Management, Change Management, Operational Readiness, etc.)
• Effective problem determination (experience in root cause analysis) and problem resolution skills
• Ability to accomplish results through others, particularly by establishing relationships
• Proven negotiation and influencing skills and ability to manage by influence as opposed to positional authority
• Strong teamwork and partnering approach
• Knowledge of business environment, service requirements and culture
• Process skills; an understanding of process costs, ability to work with Supplier to ensure effective operations and agreed upon service levels
• Demonstrated ability to assess Fossil’s needs, creatively approach solutions, decide and influence appropriate courses of action
• Ability to be firm but fair with regard to operational deliverables

Health & Welfare Service Delivery Manager Resume Examples & Samples

• Serves as the first line of communication with clients for issues, escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and change requests
• Capture functional requirements for change requests from clients
• Updates internal partners on client specific changes impacting service delivery
• Minimum 8 years’ experience as a Health & Welfare subject matter expert
• Experience with HW Plans and Compliance, Call Center work flow experience, Client Service experience and vendor management
• MS Office suite (Excel, PowerPoint, Word, Access), relational database knowledge a plus
• SQL, a plus
• At least 1 year experience in Project service delivery management
• At least 6 months experience in Network Infrastructure, WAN / MAN / LAN design and implementation
• At least 6 months experience in Server infrastructure design and implementation
• Chinese simplified: Fluent
• Be accountable in managing the annual portfolio of Asia Pacific CBS IT business cases and programs/projects in the region
• Coach, mentor and support project management, business analysis and application support resources under the Asia Pacific CBS IT Service Delivery team
• Act as a Program Manager and escalation point on all Asia Pacific projects
• Act as the first point of contact for Asia Pacific Mercury, Workplace of the Future and Cross-Organizational initiatives
• Produce and deliver the weekly portfolio status report to the key Area and/or Global stakeholders
• Manage the annual delivery of the approved project budget
• Manage the Asia Pacific annual fiscal year budget planning process and sponsors consultation
• Attend meetings related to Cross-Organizational projects/initiatives to provide Asia Pacific CBS IT’s context and information
• Identify potential points of contention for missed deliverables, creates and implements strategy to mitigate shortfalls in timeline and budget
• Proactively identify risks and issues on programs – leading team to develop risk management and issues management plans
• A degree in the Information Technology or related discipline
• 10-15 years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs among when 10+ years were in program management
• Has experience across the systems development life cycle and experience in all program/project phases – plan, initiate, elaborate, design, build, test and implement
• Experience in Finance and/or HR and/or Risks Technology or IT Professional Services/Consulting industry would be advantageous
• Project management certification is preferred (PMI/CAPM or PMP, PRINCE2), familiarity with ITIL v2 or v3 is advantageous
• Mastery of program management methodology, tools and templates (includes program/project planning, schedule development, scope management and cost management)
• Track record of customer focus, based on openness, trust and delivering on promises
• Mastery in managing to contract – ensuring clients and suppliers alike perform in accordance with original agreement
• Experience of managing IT programs with personal accountability for delivering to time and cost for large, complex, global programs typically between US$2M to US$5M in value and 12 months in duration
• Knowledge and use of industry-standard programs/project methods, tools and techniques e.g. RAIDS, budget, communication
• Monitors and manages program baseline to ensure activities are occurring as planned – scope, budget and schedule
• Ability to balance both the “science” of how to perform program management and the “art” of program management, which is learned through experience and skill training/application
• Demonstrates business analytics to manage and meet sponsor and customer needs
• Analytical skills and program solving skills needed to manage multiple factors on a program simultaneously
• Mastery team working skills across matrixed client, supplier and geographically dispersed virtual teams
• Excellent communication, interpersonal and negotiation skills
• Self-motivated and self-driven

Global Service Delivery Manager for End User Services Resume Examples & Samples

• Design the service operations structure to deploy, support and manage the End User technology services for UBS globally
• Develops short, medium and long term plans for improving the effectiveness and efficiency of service operations that will generate a significant, positive impact on the business unit’s profitability/cost containment objectives and strategic direction, through improved stability, capacity management, quality and cost effectiveness
• Drives the Service Operation portion of the GT Transformation Program which incorporates the deployment of thin-client solutions, mobility devices, BYOB technology and collaboration/multimedia technologies
• Drives the Service Operation workforce strategy incorporating more aggressive use of UBS strategic value hub locations in Pune, Krakow and Nashville. Also manage key interactions with strategic partners and vendors to build a robust supply chain for consistent, scalable and quality service and Incorporate strong risk management controls into operational process designs
• Accountable for the plans and actions to achieve consistent operational performance against agreed SLA, KPIs and KRIs, front to bank across the business, supporting benchmarking activities and monitoring performance against agreed metrics. Provides clients, colleagues and partner functions with regular and ad hoc Management Information (MI), analysis and insight to drive new thinking, development and implementation of interventions to address changing business needs and reflect market trends
• Drives the achievement of high performance overseeing effective career management, providing equitable opportunities, driving succession planning and talent management processes to ensure continuous development of people capability & delivery of results
• Acts as a leadership role model, communicating SMART business driven objectives, ensuring team members work with aligned goals and nurturing talent while fostering diversity

Service Delivery Manager With English Resume Examples & Samples

• Strategic work faces planning in a multi lingual environment. · Work load planning and process re-engineering to define Best in Class levels for each process managed · Process Automation programs – owning the results · Elimination of variance · Lean and Six Sigma analysis of process gaps · Internal controls within Customer Administration and Sarbanes Oxley controls. · Year over year controls improvement e.g. proportion of N rated controls reduces · Customer Satisfaction and Retention planning. · Meeting the retention targets · Delivery of the Loyalty ratios · Achievement of monthly Operational Targets (e.g. Gross DSO, costs etc.) · Client Relationship Management · Effective and efficient resolution of client / customer reported issues · Reactive management to effectively close Customer complaints against SLA’s · People and Resource Management · Talent Management - all HR activities for teams including recruiting, retention, succession planning, training, performance management, development, compensation/pay, team building, and recognition practices through the management team
• 10 years or more of progressively responsible leadership experience, managing complex administration operations in a multinational organization
• High level of English
• Any Nordic language will be a plus
• Knowledge of Spanish would be a plus
• Experience managing a CoE in a best / right shore environment
• Effective in building relationships with constituencies and subordinates
• Flexibility to navigate successfully in a matrix management structure and rapidly changing organization
• Negotiation and conflict management skills
• Demonstrable track record in running high performing teams with operational targets
• Deep understanding of Customer Administration organisations
• Demonstrated experience in planning operations and management
• Ability to effectively control a complex operation against existing processes and SLA’s
• Ability to implement Process Improvement framework
• 10 years - Technical Experience possessing a general understanding of the following technologies and tools
• Technology - - Mainframe, iSeries, Tandem. OpenSystems – Linux / UNIX, Storage and Backup, Windows and VMs and associated services and associated Hosting and Data Center Services
• Tools - - AMP/Remedy, Netcool, BladeLogic, HP OpenView
• A passion for working with people and the ability to quickly build rapport
• Effective service delivery and escalation management
• Identify opportunities for growth and pass leads to a Business Development Consultant
• Navigate the customers organisation to ensure stong relationships through business
• These management positions require strong technical, communication and management skills and extensive experience in managing the operations of a business. Additional Job Responsibilities
• Monitor SLA and operational dashboards to ensure Service Levels are met and exceeded at all times. Essential Skills/Knowledge
• At least 8 years experience within the following areas o Health & Welfare subject matter expert in Plans and Compliance

Service Delivery Manager, Smb-uk Resume Examples & Samples

• Building strong partnership relationships with customers
• Produce and maintain service improvement plans
• Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
• Produce ad-hoc reports when required i.e. MAR,SIR
• Responsible for adhering to company security policies and procedure as directed
• 1) Process engineering: design, operation, control, and optimization of Service Desk operations
• 2) Developing CSF’s, KPI’s and other metrics measuring IT business value, customer satisfaction, and overall Service Desk effectiveness
• 3) SLAs: ensure current SLAs are up-to-date and meaningful to business partners. Recommend new SLAs as appropriate
• 4) Continual Service Improvement: analysis and reporting on operations and metrics, with improvement recommendations
• 5) Assist in the development of reporting, process documentation and customer satisfaction surveys
• 6) Work closely with external partners to ensure a consistent, high-value customer experience, especially during service transition
• 7) Maintain current knowledge of relevant ITSM practices and technologies
• 8) Participate in continuous process improvement in all areas of IT
• Alternate: Vocational/specialized training
• Infrastructure Hosting Services drive long term Change Management strategies within the organization
• Facilitate the review, orchestration and communication of Hosting Infrastructure changes within the TS
• Facilitate Hosting Infrastructure Incident and Problem Management process including data quality assurance and tracking tasks to completion
• Build and maintain Change Management service reports
• Coordinate major complex infrastructure events involving application, database, compute, storage and network components
• Develop strong working relationships and increasing engagement / collaboration with peers to drive technology roadmaps for Infrastructure Hosting Services
• Drive Service Improvement for their technology within Infrastructure Hosting Services Look to identify gaps within existing “process and tools” and work with Line Managers to remediate on a global basis
• Determine key metrics for evaluating performance relative to problem solving. Analyze metrics related to performance and identify opportunities for improvement. Implement tactical changes to improve performance and propose process or strategic changes to improve performance
• Define and drive Operational standards for existing and new support functions deployed within the Infrastructure Hosting Services environment to ensure day-to-day operations are covered for Production support teams
• Ensuring all technical solutions for existing / upcoming audit points is viable with a clear and defined process for deployment. Ensuring all EOL components for their technology are highlighted with a clear roadmap for Line Managers and Service Delivery managers to work to
• Improve vendor relationship / visibility for all Infrastructure Hosting Services vendors. Understand vendor roadmaps and clearly identify key features for products to be deployed in the Operations space. Document and ratify vendor engagement process for roadmaps and troubleshooting when issues arise in the environment

Service Delivery Manager, Enterprise Resume Examples & Samples

• Building strong customer relationships that can yield win-win situations through adding value
• A high level understanding of business technology solutions
• Close partnership with an aligned Lead Engineer, and professional virtual teaming with other customer-aligned roles
• Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
• Identify trends in customer history in order to drive preventative action
• Validate, negotiate and process service credits
• Prescriptively recommend solution enhancements to better support customer business outcomes
• Manage contract renewal negotiations
• Proactively engage the customer to make improvements in their system set-up
• Produce high quality ad-hoc reports when required, for consumption by Rackspace and senior customer leaders

Credit Risk Service Delivery Manager, Pune Resume Examples & Samples

• Work with Development and QA teams as well as product managers to deliver high quality components for the Credit Risk platform
• Integrate the Pune office with the global team, ensuring that the global standards and practices are followed
• Act as regional escalation point and troubleshoot issues as they arise
• Ensure all regulatory requirements are met
• Work alongside vendor resources during escalated incidents, help to troubleshoot incidents, analyze root cause and provide solutions. Help support and maintain all environment / Prod, QA, QA Live, Dev, Demo and liaise with third-party providers
• Produce environment metrics reports (working with vendors, as required) for management. ITSM reports / KPI's
• Facilitate pro-active communications and engagements with key constituents to ensure effective support. Develop and implement policies for asset management, including maintenance of component inventory, related documentation, and technical specifications information
• Provide guidance and expertise in relation to System Administration activity. Coordinate and delegate tasks as required, to 3 rd party vendors
• Experience managing environments being hosted by vendors such as Amazon Web Services
• Help support and maintain all data (production and non-production environments)
• Conduct regular and routine monitoring and management of infrastructure components, ensuring the stable operation and efficient performance
• Produce environment metrics reports (working with vendors, as required) for management
• Develop and implement policies for asset management, including maintenance of server component inventory, related documentation, and technical specifications information
• Inspect, maintain server inventory, data centers, remote offices to assure operational efficiency of our environments and aid in the prevention of downtime
• Experience managing cloud environments. Experience with AWS preferred. Experience with EC2 instances, ELB’s, Route 53, Cloud Watch etc…
• At least 5 years’ system admin experience with Solaris, LDOM farms
• At least 5 years’ system admin experience with VMWare, Windows OS
• At least 5 years’ system admin experience with linux (RHEL, Oracle)
• Minimum of 3 years' experience systems administration with VMWare environment
• Experience preferred with managing vendors supporting hosted infrastructure such as Amazon Web Services. (Datapipe, Atos, WiPro)
• Extensive experience with ITSM tools – preferably Service Now
• Experience in daily Cloud(AWS) operational tasks that would include configurations, communication performance, in a secure, reliable and highly availability environment
• Proven internal and external influencing skills at senior and executive management levels
• Monitoring and alerting exposure – Nagios, SCOM, sitescope, EM7, dynatrace, Gomez, solarwinds
• PM experience
• Self-motivated and independently minded
• Effective negotiation skills, able to facilitate collaboration between stakeholders with differing opinions
• Bachelor degree in business or information systems preferred
• Experience integrating software and services using common API techniques (SOAP, REST, XML)
• Experience with backup technologies netbackup, Avamar, DataDomain, and backup strategies
• Experience with Data base technologies such as Cassandra or CouchDB
• Experience managing environments and Data centers being supported by vendors (Atos, WiPro)
• Experience managing all aspects of data centers including security audit, disaster recovery, network, server, storage, monitoring etc…
• Experience managing and supporting enterprise applications such as Oracle ERP, Atlas, Oracle SOA, Enterprise Data Wharehouse, EDI, and HR applications
• Experience preferred with managing vendors supporting hosted infrastructure,(Verizon, Atos, WiPro)
• Need to gain a complete understanding of client contracts and discipline specific plans/programs
• Serve as a subject matter expert
• Have knowledge of SLA requirements and manage day-to-day activities to meet those SLAs
• Interact with and manage offshore staff and their handling of processes
• Have an understanding of discipline specific best practices, compliance and regulatory requirements
• Consult with client on product offering and changes, as well as service enhancements
• Ensure client team adheres to all discipline specific and legislative policies and procedures
• Seek and implement revenue enhancement and cost reduction opportunities
• Lead discipline specific cross-functional activities/projects within team or with other teams
• Participate in the management of annual enrollment
• Provide guidance on healthcare, disability insurance files, COBRA, retiree pension deductions, evidence of insurability, dependent age maintenance, retiree age maintenance and qualifying life events
• Provide research, root cause analysis and strategy on all administrative issues in support of client service delivery
• Acts as a trusted technology and business advisor in partnership with functional business stakeholders to synchronize business and technology activities, identifying service components (People, Process, Products/Tools, etc) to deliver business outcomes and capabilities
• Establishes and maintains relationships with service consumers (stakeholders, users, decision makers, etc.) by demonstrating reliability, cooperativeness, honesty, and an unbiased approach to analysis work
• Establishes and maintains relationships across IT support and solution teams, staying current on all support and service offerings
• Understands key customer business processes, applications and integrations in order to develop system expertise for customer support, troubleshooting issues, and performing system testing
• Responsible for day-to-day customer support of designated systems and processes, including coordination with stakeholders to train, answer questions and troubleshoot issues
• Responds to service requests and works to ensure customer satisfaction
• Assess customer’s risks and needs and recommends appropriate service offerings to proactively address
• Assists with evaluation of proposed new solutions and preparation of analyses to determine how closely solutions meet stakeholder and solution requirements
• Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust
• Carries out activities related to service/application support, configuration, business requirements validation, and quality assurance testing to ensure the highest levels of operational service delivery
• Liaison amongst business partners, technology teams and third party vendors to successfully coordinate activity across matrix functions and maintain a good customer experience
• Conduct recurring meetings with service consumers to review service performance and expectations
• Conducts recurring meetings with internal service providers and external vendors to review service requirements, performance and expectations
• Communicates service value, costs and features to business and technology stakeholders
• Establish and maintains service roadmaps to guide new development and/or feature acquisition; monitors competitive landscape; defines appropriate service metrics (SLA, OLA, etc.)
• Communicates effectively to all levels of management utilizing effective communication methods and presentation tools
• Manage programs and projects under Workforce Services, varying in size and complexity, requiring all phases of the project management life cycle, often involving multiple internal and external constituents and matrix partners
• Assists with designing solution enhancements and developing functional design specifications as required
• Assists with solution documentation and training materials as required
• BS/BA in related discipline and at least 5-8 years in related field – OR – MS/MA/MBA or other graduate degree and at least 3-5 years of experience in related field
• Fundamental knowledge of technology workforce and enablement support processes/services such as onboarding, off boarding, email (O365), identity and access management services, network services, case management (Service Now), file sharing/storing/connecting services, security, etc
• PMP and/or ITIL Foundation Certification a plus
• Experience with HR, boarding processes, and service enablement a plus
• Ensure that the services operate within agreed budgets and identify opportunities to drive and deliver efficiencies within the operation
• O Manage resources so that service needs are met and commercial opportunities can be responded to promptly as necessary
• Analytical thinking - Excellent mental agility, able to simplify complex problems, processes or projects into constituent parts and explore or evaluate them systematically. Able to identify causal relationships and construct frameworks for problem solving and development. Can identify strengths and weaknesses of options and arguments and determine the consequences of proposed courses of action
• Communication - Ability to relate to stakeholders at all levels, tactfully and sensitively and deal with a wide range of internal and external contacts in a helpful, approachable and professional manner. Able to communicate complex issues by adopting a range styles, tools, techniques and terminology appropriate to the audience
• Influencing and Persuading - able to present sound and well-reasoned arguments to convince others and can draw from a range of strategies to persuade people in a way that results in agreement or behaviour change. Ability to operate with tact and diplomacy, building strong working relationships with key individuals in other groups and areas. Capable of assessing conflicting opinions and negotiating agreed outcomes
• Planning and Organisation - able to think ahead in order to establish and efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines and resources and ensuring progress is maintained and business objectives are achieved
• Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to deliver to tight deadlines, costs, or requirements and manage the trade-offs between them. Able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one’s own organisation or job requirements
• Resilience - able to perform under pressure and remain calm and positive in the face of setbacks. Can handle interference or opposition and does not take it personally. Identifies and uses different ways of approaching persistent problems, keeps problems in perspective and is willing and able to persevere. Able to lead project teams or work independently on high profile projects

Senior Infrastructure Service Delivery Manager Resume Examples & Samples

• Continue to evolve the priorities and capabilities of the team to allow us to always focus on the areas with the highest return in risk or financial reductions
• Broad background across multiple technologies needed to provide a framework with which to evaluate the status of the estate and aid in prioritization of execution
• Advanced written and oral communication capabilities with the ability to influence and successfully interface with executive leadership
• Must be a change agent, striving for continuous improvement in process and technology as our ecosystem evolves
• Expert in problem solving skills with the ability to break down large, complex problems into smaller and simpler items that can be worked by multiple teams
• Expert skills in project management methodologies and tools, with an ability to bring structure, define milestones, and track execution of complex programs
• Understanding of internal chargeback mechanisms from similar large companies and how they are impacted and influenced by green dollar profit and loss (P&L) accounting
• Understand how to calculate P&L given a depreciation schedule and target implementation date
• The ability to interpret report data and translate it into a business, financial or technical impact
• Some experience in capacity planning, systems performance analysis and utilization
• Minimum of 10 years of in an Information Technology leadership position
• Develop a Release integration plan for the projects that impact multiple applications
• Provide guidance for I.T. Implementation Plan completion. Review and approval
• Responsible for all release management, to the test and between test environments and production, for all applications implemented or updated by the change
• Ensure Change and Configuration Management processes are followed. Participate in CAB and change assessment, impact analysis, risk level determination and readiness
• Assist Projects to understand and comply with Release, Change and Configuration Management Practices
• Assist in source code management, build automation and package deployment automation
• Coordinate the preparation of release requests and coordinate release requirements with Testing and with Environment managers
• Participate in Project post implementation reviews
• Ensure early engagement with all project and maintenance teams
• Approval on releases ready for QA/production / part of the Go / No Go meetings and decision
• Provide release, change and configuration support and assistance to application development and test teams
• Provide release/change status/reports to management and executives
• Participate and lead internal audits for compliance to RBC standards
• Work with Dev Managers and project PMs to confirm content of each release and release readiness
• Communicate Release Readiness Status to Release Manager
• Work on continuous process improvement and service delivery
• Configuration and Release Management (5 years min experience in a similar or related field)
• Software Development Life Cycle, Project Management Framework
• IT Standards, Methodologies, CMM, Audit & SOX requirements
• Team player, who works well under pressure
• Self-starter who is innovative and takes initiative
• Ability to multitask in a fast paced environment with changing priorities
• Excellent organizational, analytical, planning, documentation and problem solving skills
• Ability to effectively communicate verbally and in writing with personnel at all levels within the organization
• Ability to deal with ambiguity
• Ability to use common sense and ask the right questions
• Detailed and Service oriented

GT Service Delivery Manager Resume Examples & Samples

• Delivering and overseeing of the GT ICAP, according to the requirements of the UBS Operational Risk Framework, including the definition and execution of the GT ICAP service and overall management of the service
• Designing, implementing and continuously improving the GT ICAP lifecycle, governance, tools and reporting
• Ensuring the effectiveness and efficiency of the ICAP process for GT – scope management, delivery within agreed timeframe and quality requirements
• Maintaining a single view of all control deficiencies mapped to known issues and remediation plans / timeframes
• Performing review of the GT ICAP submission, providing ICAP reports to stakeholders across the firm and facilitating senior management signoff
• Supervising setup and management of a new GT controls testing capability to provide management with assurance as to the quality of both the GT ICAP and GT controls
• Improving risk and control awareness across the GT control owner and operator community

Small Business Service Delivery Manager Resume Examples & Samples

• Manage 3rd party vendor(s) and take responsibility for delivery of operational metrics including Customer Satisfaction, Efficiency and Revenue uplift
• Define strategies and implement and manage service programs to achieve quarterly goals
• Act as key contributor and part of Customer Services leadership team for APAC delivering cohesive and coordinated customer engagement and market development strategies
• Develop and implement best practices for your services programs ensuring our team is always up to date with the most effective advertiser solutions
• Drive operational improvements, share best practices, and implement scalable solutions to business challenges
• Build strong working relationships inside and outside of Facebook
• Influence and collaborate with cross-functional groups to produce meaningful results
• Lead a group of high performing Facebookers, and help them meet their short term and long term goals
• Provide customer focused and responsive tech support to all Lines of Business (LOB’s)
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Strong solution oriented approach for all LOB’s
• Escalation point for both Operations staff, Tech Teams and customers in relation to process or service failures
• Plays a role of Technical Representative to all customers/Transition representative for Operational efficiency and offer Continual Service improvement
• Generate and maintain all reporting to ensure proper operational efficiency is build in and corrective steps are suggested
• Create/ Manage/Execute strong SLA’s for all services offered
• Coordinate, manage, deliver and support the technology needs, expectations and contracted services of various IT teams and their businesses
• Provide technical guidance to Operational staff on daily IT operations
• Work with greater WDI IT team on the testing and implementation of regional and international initiatives
• Manage IT operations personnel and 24X7 NOC team, including performance management, staff training, development and succession planning
• Work on other tasks as assigned by supervisor
• Maintain IT assets as appropriate
• Overall 10-12 years of experience with 6+ years’ work experience towards service delivery domain and 5+ years in a team lead/ role where process got implemented (in line to ITIL)
• Well versed in Windows platform, Active Directory, O365, Office 2010/2013 and knowledge of SharePoint and management tools
• Familiar with all relevant aspects of Intel-based technology and their applications in a
• Business environment
• Successful program/project management experience in an IT environment, including budgetary control
• Sound knowledge of IT industry, key suppliers and equipment
• ITIL Service Operations certified. (ITIL-SO)
• Microsoft Certified IT Professional (MCITP)
• PMP framework knowledge
• Highlighting the key technical, language and job related skills required
• Methodical, disciplined approach
• Cultural sensitivity
• These management positions require strong technical, communication and management skills and extensive experience in managing the operations of a business. Essential Skills/Knowledge
• Health & Welfare Admin and Client Management experience, required
• Strong leadership and problem solving skills
• Technical experience (query, spec writing, web - MS Excel, MS Word, SQL, Internet, PASS, AIS)
• Understand and document customer’s business model, plans, applications, infrastructure and support requirements
• Create Account Development Plans that create win-win situations that strengthen customer’s partnerships with Rackspace
• Provide strategic and operational guidance that will allow customers to continually optimise their Cloud environments to achieve their business goals and maximise return on investments
• Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios to AWS
• Drive strong customer satisfaction (NPS) through Fanatical Support
• Own issues, and escalations and drive collaboration with other teams to find speedy resolutions
• Support the success and development of others in the team
• Strong customer focus, with an ability to continually anticipate and meet their needs
• Amazon Web Services, licensing, billing, credit and escalation processes
• Excellent working knowledge of Amazon Web Services, Compute, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc
• Certifications in AWS Business Professional, AWS Technical Professional and AWS TCO and Cloud Economics
• VLANs, layer2/3 routing, access lists & load balancing
• Infrastructure Automation, Config Management and Orchestration toolsets such as Chef, Puppet or Ansible
• Design of native Cloud applications, Cloud application design patterns and practices
• Working knowledge of one or more Programing languages (.Net, C++, Java, Ruby on Rails, Perl, PHP, Python)
• Web Development (SDKs and IDE tool kits)
• Service Oriented Architectures (SOA)
• Application Lifecycle Management (ALM)
• Monitoring tools such as AWS CloudWatch and Rackspace Cloud Monitoring
• Leadership of account planning activities, service improvement or business development activity
• Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes
• Provide strategic and operational guidance that will allow customers to continually optimise their Azure and Hyper-V environments to achieve their business goals and maximise return on investments
• Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios to Azure
• Support the success and development of others in the team as it is established and scaled
• Microsoft Azure Services, licensing, billing, credit and escalation processes
• Microsoft Azure Cloud, SQL, Storage, Azure Backup, Azure Portal, Active Directory
• Microsoft Windows operating systems: Windows 2008, 2012
• Hyper-V, Windows Clustering, System Centre, PowerShell, Active Directory, IIS, SQL, .NET IDE usage and Plugins to Azure
• Infrastructure Automation toolsets such as PowerShell DSC, Chef or Puppet
• Monitoring tools such as System Centre Operations Manager and Cloud Monitoring
• Excellent knowledge of application development, delivery and infrastructure automation
• Microsoft Programing languages (VB, C, C++, C#)
• Web development (ASP.Net, AJAX, Silverlight)

Technical / Service Delivery Manager Resume Examples & Samples

• A minimum of four to six years’ experience in operations and wireless network development, management specific to IAM/SDG/ODP, MSDP, ECE etc
• Highly developed working knowledge of business process, operations, and cross functional coordination
• Bachelor’s degree, preferably in a science, business or telecommunications discipline; or a minimum of eight years of progressive experience in a related field
• Travel may be required

Health & Welfare Service Delivery Manager Participant Escalations & Advocacy Resume Examples & Samples

• These management positions require strong technical, communication and management skills and extensive experience in managing the operations of a business
• Key client and participant facing management role in support of High Touch customer service model
• Responsible for team management, facilitation of client meetings, client inquiries, participant escalations and appeals, trend analysis, ad-hoc reporting, special projects, and change requests
• Serves as the first line of communication with clients for issues, escalations, global trend analysis, ad-hoc reporting, special projects, and change requests
• Coordinate detailed Root Cause analysis and responses to client escalations with leveraged services and platform support partners. Root cause Analysis should include identification of impacted parties, identification of impact, why the event happened, how the immediate issue is resolved, and steps to prevent future occurrences
• Review and track all client and participant escalations to identify trends and define strategic recommendations based on trends
• Design, coordinate, and implement plans for the remediation of negative trends
• Update call center team and advocacy team on client specific changes impacting service delivery and participant experience
• Monitor SLA and operational dashboards to ensure Service Levels are met and exceeded at all times. Develop action plans to mitigate risk
• Health and Welfare Domain Expert responsible for client-specific subject matter
• Proficient in all client plan rules and administrative practices for service delivery
• Strong team management skills
• Trend analysis and Metric reporting skills, required Compilation and Analysis of participant case trends and formulation of strategy recommendations based on trend
• Case Management System and Data analytic experience, required
• Strong customer service skills: Ability to handle highly sensitive participant cases
• Ability to compile and trend participant call and case data and present fact based strategy to senior client plan sponsor contacts
• Handle highly sensitive participant cases – direct line of contact with employee and plan sponsor
• Strong interpersonal skills. Clear, concise communicator
• Analyze and research an issue and define solution
• Strong client presentation skills
• Responsive, reliable and available to all client and team inquiries
• MS Office (Excel, PowerPoint, Word), required

GCS / GNS Service Delivery Manager Resume Examples & Samples

• Lead the APAC Telecom RFP through the full RFP life cycle, in partnership with Sourcing and Vendor Management
• Drive the GNS APAC cost efficiency programme – manage key deliverables, reporting & forecasting
• Create cost-benefit models and presentations to advise senior execs on the recommend course of action for areas of identified opportunity
• Create a framework for continual cost optimization
• Work with GNS peers, other GTI staff and LOB representatives to identify further cost efficiency opportunities
• Run Structured Service Delivery meetings with Key GNS Vendors & Service Providers; monitoring key performance metrics and SLA’s to determine performance against agreed commercial contractual terms
• Degree in related technical/business areas or equivalent work experience
• Strategy and roadmap presentation
• Proven track-record of stakeholder management
• Global, matrix organizational management experience
• Business case creation and delivery
• Innovative mind-set and solutions experience
• Initiate and drive improvement plans to correct operational or financial performance deviations towards a specific WLA or towards the global benchmark and targets
• Responsible to establish the necessary OLA (Operation Level Agreements) to fulfill WLA requirements and secure that the OLAs are updated and followed by the center
• Responsible for securing 3PP adherence to the delivery requirements as reflect in the contract and to escalate deviations or improvement needs to the Sourcing organization
• Manage the hand-over of resources, services and activities to the global or regional delivery unit to fulfill or expand the WLA scope, securing that the required capacity and support infrastructure is available
• Working pro-actively to continuously improve the financial and the operational performance of the delivery units as well as the processes used in our delivery, as part of Continual Service Improvement initiatives
• Identify delivery trends in connection to possible Add on Sales
• Degree in Electronics Engineering/ Computer Science
• Technical experience in Radio or Transmission - min 5 years
• Experience in team management (teams bigger than 20 people) or as a Program or Delivery Manager (minimum 2 years) for Virtual teams bigger than 20 people
• Experience in Customer Relationship Handling
• Ability to arrange group work
• Ability to establish cross-functional connections within a company
• Good English level
• Develop, maintain and/or improve the relationship between the business unit customer (at the Branch, Complex and Regional Level) and IT
• Work with the customer to understand service level requirements from the business and ensure service objectives are met
• Plan, Coordinate and Execute Branch Engagement Activities, including the documentation of issues and handling follow-ups. (Travel required.)
• Attend necessary meetings to provide guidance regarding business unit- s priorities (i.e., BU moves, hardware refreshes, enterprise wide deployments, etc.)
• Assist in the coordination of large-scale product deployments, including participation in product testing
• Review service performance metrics, analyze trends and identify opportunities to improve the level of service and reduce costs as appropriate
• Communicate with the business unit to address day-to-day service delivery questions and to evaluate overall client satisfaction via regular customer interaction as well as formal surveys
• Follow IT outage escalation procedures, ensuring timely escalation and communications of all outages
• Communicate and interface between IT and the BU for scheduled downtime, outages or upgrades for large enterprise applications
• Assist in the marketing and communication of new products deployed into the environment
• Coordinate support coverage for critical business cycles/events as onsite-resource (OSR)
• Assist in expediting service requests for but not limited to delivery of new hardware, dispatching of techs for IMAC and break/fix for all IT functions/products
• Continual Service Improvement: Identify issues/trends/gaps in service and disseminate information and knowledge to the various IT support teams to improve level of service and reduce cost as appropriate
• Assist in the development of IT requirements for new/enhanced service models/products
• Gather requirements to improve the quality of solutions implemented and determine opportunities for increased automation at the desktop
• Liaise with non-IT groups such as Procurement, Corporate Services, Risk, IT Security, and InfoSec
• Participate in aged ticket reviews and top-N call driver analysis meetings
• Bachelor’s degree and/or extensive experience in customer service
• Minimum of five years’ experience in technical customer service is preferred
• Solid client service, people management and interpersonal skills are core to this function
• Leadership to motivate staff, influence change and drive enhanced service levels
• Strong organizational and problem solving skills
• Proficiency with MS-Office Productivity Applications
• A general interest in technology and how it can be applied to various businesses
• Take ownership and accountability for Service Delivery
• Coordinate with Production at key intervals and phases of initiation, integration, transition, launch and post launch: Understand their objectives, priorities and expectations
• Coordinate transversal inter-team operations and emergency support with Operations Managers as required
• Evangelize service transitions whilst increasing awareness of our processes, methods and global Online Conformance Requirements (OCR)
• Drive gate preparations, readiness and materials; Coordinate Online Conformance Requirements audits
• Monitor and validate the global Online Conformance Requirements (OCR)
• Ensure preparations and follow-ups for stage gates materials are upheld, delivered on time and of high quality
• Routinely build launch readiness risk lists and validate scope changes with key stakeholders
• Prepare and iterate the ‘landing strip’ service roadmaps
• Participate in the Service Report Design, Publishing & Enforcement, Triage & SLA Chase and integrity review
• Act as an accountable, responsible and contributing Service Quality Assurance champion
• Ensure new service quality coming into the domain portfolio respects our standards
• Handle Crisis Management in case of escalation and participate to post-mortems for the domain
• Identify and analyze operational trends outputting proposals for effective optimizations and changes to existing processes/ methods
• Prioritize opportunities based on ROI (investment + impact)
• Participate in SLAs (service level agreements), SLOs (service level objectives) and OLAs (operational level agreements) definition and negotiation
• Facilitate operational budgeting, tracking and validations; ensuring proper follow-ups of actual costs is performed routinely as well as communicated to core stakeholders
• Drive online services with budget prioritized focus
• Build operational budget requirements with key stakeholders
• Collaborate closely with IT Zone and Service Directors for service transition and operations
• Manage the technical service relationship with internal operations and projects teams across all domains
• Carry out all other related tasks for operational support needs and requirements
• 5+ years of IT experience
• 2+ years of experience as a Service Manager
• 2 years of project management experience (PMP a plus)
• Experience working across organizational boundaries on a local and global basis is an asset
• Leadership & negotiation skills
• Ability to work effectively in a fast paced changing environment
• Ability to make complex information accessible
• Ability to understand budget forecasting (hardware, software, mandays) and shaping of service packages
• Excellent English skills (spoken and written); French fluency is an asset
• Broad understanding of IT technologies and business considerations
• Understanding of the picture of the end-to-end service and how the components interact to deliver the service
• Understanding of Microsoft & Linux operating systems, routing and telecommunications, enterprise storage systems, data center operations
• Educated to degree level or equivalent
• Proven track record of HR systems experience to a super-user level. Hands-on experience of Workday is required
• Knowledge of other cloud–based HR/recruitment applications is a plus
• Must have worked within an HR department, with good knowledge of HR processes and practices
• Customer service focused with a sense of urgency
• Experience of performing system requirements definition, design, development, configuration, and testing support is a desirable
• Problem solver with a logical approach
• Attention to detail is critical
• Uses own initiative and requires minimal day-to-day supervision
• Knowledge of Microsoft Office applications is required. Business Objects knowledge is a plus. Ability to quickly learn and embrace new toolsets
• The ability to balance multiple priorities under pressure
• Acts as the primary liaison between Starbucks IT, other Starbucks departments, customers, and suppliers to monitor the health and well- being of outsourced IT services and support, including awareness of outages, changes, and recurring issues. This includes the implementation of formal governance and customer feedback processes to monitor SLA’s, resolve issues, improve services, and implement new services and best practices
• Assesses global IT infrastructure service needs and sets service direction and Service Level Agreements (SLA’s) with suppliers. Monitors service delivery and customer satisfaction to resolve issues and enhance services
• Communicates and creates an enterprise understanding of the purpose, value, sourcing and service delivery models, policies, processes and procedures for delivering IT infrastructure services
• Ensures future IT infrastructure service and support requirements and opportunities are based on an understanding of Starbuck’s strategies, business cycles, ongoing service performance, industry benchmarks and best practices, and that key Starbucks business initiatives are delivered
• Implements Information Technology's sourcing strategy in a manner consistent with Starbucks Guiding Principles and in support of Starbucks business strategies, goals and objectives
• Manages IT infrastructure services to reduce deployment time of IT capabilities and identifies opportunities to better manage services and service providers, including opportunities to innovate, reduce costs, consolidate or expand services
• Manages a governance process that maximizes value from sourcing relationships while retaining trust, confidence and accountability between the partners
• Manages a strategy and assessment framework to identify risks and mitigation measures, in support of decision- making and effective risk management of sourcing relationships and outsourced IT services
• Plans, develops, implements, manages, and executes proper processes, practices and procedures to provide standardized, repeatable, predictable, cost-effective IT service delivery through maturity improvements, leveraging a third party provider(s) for outsourced and multi-sourced IT services and support
• Prepares, communicates and educates customers and service providers on changes in policies, SLA¿s, practices and procedures within assigned areas of responsibility
• Serves as a subject matter expert in contract negotiations to ensure that terms address risk and meet business requirements
• Supports the implementation of company programs, procedures, methods and practices to promote Starbucks key messages and achieve a competitive advantage
• Works cross-functionally with customers, Information Technology partners, suppliers and other teams to ensure successful execution of the IT sourcing program and delivery of IT infrastructure services
• Developing and implementing leading edge policies and processes, (5 years)
• Developing requirements and strategies based on business requirements, (3 years)
• General business experience in a large, matrixed organization, (3 years)
• Managing multiple functions in a dynamic, high-growth organization, including strategic alliance development, supplier management and performance assessment, (3 years)
• Operations and procurement experience in a retail, high-tech or information technology industry, (3 years)
• Progressive experience in technology management and information technology solution delivery of varying size and complexity, (3 years)
• Strategic and operational planning, (3 years)
• Experience with contractual and operational change management, (3 years)
• Leading key sourcing activities and supplier performance programs, (3 years)
• Global IT Services Management Standards Information Technology Infrastructure Library (ITIL) or Six Sigma methodology or at least 5 years experience within similar process-oriented functions to measure and improve business efficiency and effectiveness, (3 years)
• Building and leading teams, (3 years)
• Experience in delivery of infrastructure deployments in a dynamic work environment, (3 years)
• Significant experience managing the technical and customer components of hardware projects
• Experience with cabling and network topology
• Ability to work cross-functionally and in a matrixed organization
• Ability to lead and mentor team members
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
• General knowledge of the information technology industry, IT tools, standards and operations and advanced knowledge with infrastructure services
• Advanced knowledge of innovative information technology models and approaches to service and solution delivery
• Knowledge of and ability to apply the IT Standards and Tools standards, procedures and tools of the Business Systems and Information Infrastructure functions in order to efficiently execute all support and development work activities
• Ability to lead through Change: Ability to communicate the need for change and a compelling vision of change; makes decisions and priorities consistent with change objectives; takes responsibility for the implementation and acceptance of change within the workplace
• Advanced knowledge in Problem Analysis: Forming an opinion or making a decision through careful testing of assumptions and facts; taking action that is consistent with available facts, constraints, and probable consequences
• Knowledge of Strategic Decision Making: Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal or vision; committing to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available internal and external resources, constraints, and organizational values
• Conduct & drive internal service improvement reviews. Driving automation, process
• Minimum Degree level applicant
• A minimum of 5-10 years Support experience in relevant IT business streams
• Achieve all the objectives of an application support and maintenance contract
• Complete the project outcomes to customer satisfaction using standard IBM Project Management processes
• Manage a changing schedule of new Incidents/Problems
• Manage the team in understanding and meeting the Service levels
• Manage the team to complete the Incident, Problem and Change Management using ITIL practices
• Have an in depth knowledge of the Software development lifecycle
• Understanding of software configuration management in a support environment
• Maintain, own and manage the project plan covering Incident/Problem/Service Requests across multiple applications
• Arrange Project Assurance reviews and technical reviews of the Performance
• Produce regular status reports for management
• Monitor and maintain project progress and resolve issues where necessary
• Use a change management system to manage changes to the project plan
• Manage the risk, issues and dependencies in meeting the schedule
• Escalate issues when senior management action is required
• Achieve overall Project Quality as defined in the Project Quality Plan
• Ability to manage OEM sub-contractor in relation to the provision of their support, including liaising with their offsite team
• Manage forward work plan for minor enhancements, including prioritisation with the client, budgeting, estimating and delivery leadership
• Tenancious problem solver, will own issues until full resolution
• Cantonese or Mandarin is desirable
• Strong team player who can build rapport with both internal departments and external customers
• Able to take a creative approach to situations and problem solving
• A minimum of one years experience in a Service Delivery / Account Management role
• Experience in the IT industry or good understanding of Internet Technologies is an advantage

Service Delivery Manager Level Resume Examples & Samples

• Client relationship management in a Legal environment, with confidence in dealing with senior stakeholders/(KPI: Presentation skills & client feedback)/
• Excellent Communications skills across all levels from senior executives to operational staff, building relationships with all key business owners/representatives /(KPI: Strong relationship management, communication skills at all levels and diplomacy is evident in handling issues)/
• Delivering service that meets SLA and delights the customer /(KPI: SLA achieved & high customer satisfaction)/
• Leadership and focussed people management ensuring the Document Lifecycle Services team establish a culture of proactivity and quality service delivery /(KPI: People leadership/management skills, people development and change management)/
• Managing financial performance and productivity improvements /(KPI: Value for customer, enhanced margin and P&L performance v Plan)/
• Transforming and growing the business /(KPI: Further profitable service revenue)/
• A representative of the Xerox brand and portfolio to both internal and external customers/(KPI: Demonstrates breadth of knowledge and understanding of the sector knowhow, the Xerox brand and portfolio of services)/
• Portfolio knowhow across Document Services, Managed Print Services, Reprographics, Postroom Services, and Records Management /(KPI: Demonstrable knowledge of services and experience in working in this environment)/
• Stakeholder management of Xerox internal customers as the account lead including but not limited to Procurement, Billing, Credit Control, Sales, Value Proposition Development, Commercial Group, Finance Team, Health & Safety Team and Senior Management
• Creation of account strategy working with Sales colleagues, planning and opportunity development for the account to foster a ‘same account growth’ programme
• Provide a focus for customer escalation and satisfaction across the organisation. Ensuring review systems are in place and managed effectively
• Financial management and effective commercial knowhow to ensure budget plans are met/exceeded, costs are controlled and constantly assessed, delivery of month-end processes and P&L reconciliation
• Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
• Leads, motivates, mentors and develops their teams directly and/or indirectly to build business capability. Ensures high calibre people are in the right roles, continuously improving the calibre of people through selection and development activity
• Champions team-working and knowledge sharing across direct team, peers and the wider regional service delivery team
• Effective contract management, implementation of change control process
• Responsibility for Health & Safety management in relation to the services and client expectations
• Responsibility for organisational policy compliance and compliance with client policy including staff vetting, business ethics and information security
• Strong client focus – ability to operate at prime customer contact level typically from senior manager/director level to an operational level
• Demonstrates a breadth and depth of operational service delivery management expertise, preferably within Document Management services
• Strong development focus - advocate of developing employees, teams and the business
• A ‘Passion for Customer Service’ and a demonstration of sharing knowledge to focus others in the same way
• Strong project management and change management skillsets
• Excellent communicator at all levels
• Systems and IT literate
• Proven experience of diplomacy, supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
• Trouble shooting skills and incident/problem management
• Preferably - Bachelor's Degree, minimum A-level and HND qualifications
• Relevant professional qualifications e.g. ITIL, Lean Six Sigma (Operational Excellence), PMI, Chartered Management, Prince 2
• H&S knowhow or certifications
• Significant industry experience in document management, business administration or a related field
• Strong experience of service delivery, IT or consulting coupled with financial P&L responsibility
• Strong people management experience, projects and client interaction experience
• Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
• Experience in outsourcing bids, from pre-sales to successful implementation
• Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships
• H&S knowhow and expectations of a manager and relevant certifications
• Experience in delivering infrastructure/desktop/device projects to an Enterprise organisation
• Experience in Service Delivery and ensuring SLAs, OLAs and KPIs are documented and clearly understood, agreed and aligned with delivery objectives
• Must be used to working in a high pressure environment and capable of making critical decisions when the need arises
• Strong customer focus with a desire for service delivery excellence
• Excellent communications skills
• Proven experience of delivering service quality within an ITIL framework
• Highly organised and driven individual
• Experience managing Service Operations in a broad technical environment
• Understanding and experience of systems used in a banking / regulatory organisation
• Experience in working with a service partner to provide a best of breed Service offering to the end user community
• Able to build local Project Manager competence
• Is strong enough to mold the organization
• Is able to establish the division between the Project Managers and Implementation Managers
• Coach, mentor and groom the local talent
• Understands, follows and expects to follow the Ericsson WoW including processed, methods and tools
• Able to build customer trust
• With Japanese or Korean language would be plus

GDS Service Delivery Manager Resume Examples & Samples

• Assists in the development of planning and funding documentation (PARs) to ensure adequate funds and approvals
• Works closely with internal clients and external vendors to schedule appropriate resources based on project requirements
• Produces weekly status reports and project plans as required
• Conducts weekly meetings in support of assigned initiatives
• Assesses all incoming requests via ServiceNow, defines and creates associated work efforts/tasks as deemed necessary, and owns all overall request status
• Industry knowledge of networking technologies and vendor products such as Cisco, Arista, Aruba and/or CheckPoint, and a solid understanding as to how they are implemented within the financial services industry
• Recommend, deliver and support solutions (technology and services) that meet the customer current and future needs through an end to end delivery lifecycle from initial solution roadmap through design and deployment to user adoption and value realisation for the assigned portfolio
• Promote the delivery of incremental services identified in the solution roadmap whilst continually looking for new opportunities aligned to the customer’s long term business objectives
• Manage the coordination of full delivery lifecycle including implementation and ongoing support in all accounts in the assigned Portfolio, meeting customer requirements profitably and within policy to match customer demand and engagement and/or contract expectations
• Leverage the entire account team through the use of the customer stakeholder map to drive a cohesive approach to the management of the accounts
• Over five years of experience with managing the delivery of operational and transformation projects incorporating innovative technology solutions that provide high business impact
• Excellent documentation skills including formal proposal writing, statement of work definition, project planning and presentations
• Strategic and analytical thinker with an eye for detail
• Ideally ITIL and project management qualified
• Demonstrated prioritization skills and manage effective communication across multiple programs and business groups while advocating on behalf of the customers, in conjunction with executive members of the Customer Advocacy Review Board. This involves targeted Executive level presentation and negotiation skills
• Must demonstrate problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries
• Demonstrated ability to observe cross-group redundancies and gaps in consistency, and facilitated resolution, which resulted in well-integrated programs
• Anticipates changing conditions and impact to risks and dependencies and takes preventive action
• Uses metrics and process methods to influence their Regional team to adopt new processes that lead to improvements across the ecosystem
• Sees causal links in complex patterns or ambiguous data and formulates conclusions that solve highly complex business problems for their Regional team
• Secures strategic alliances or partnerships to gain widespread support
• Understand current business processes & tools which impact our customers & work with the necessary owners internally to resolve any issues, and fix processes
• Systematically and simultaneously analyze the implications of customer/partner issues and required solutions across multiple customer service areas on behalf of Microsoft Business Groups, Product Groups, and Partners
• Initiate influence across organizational boundaries to deliver customer resolutions while bringing focus and accountability to Microsoft product and services across the company
• Identify systemic issues and work with corporate business owners to implement changes that promote and increase positive customer and partner satisfaction
• Ensure alignment of GetHelp program strategy and direction with the overall Customer Service (CS) mission. Influence and negotiate across organizational boundaries to bring focus and accountability that will enhance Microsoft’s product and services
• Leads efforts to restructure and reengineer processes to align to Microsoft transitions and new business strategies
• Bachelor Degree or equivalent experience required
• 3-5 years of prior people management experience with a strong success in leading a large team through a dynamic and evolving business landscape
• 5-7 years demonstrated commitment to customer service and satisfaction
• 2-3 years program/project management experience; PMP certification is a plus
• 2 years of project management experience (PMP is a plus)
• ITILv3 Foundation is an asset
• Experience in game shipment or software cycle shipment
• Exposure to middle ware or console development
• Bachelor’s degree in Management Information Systems, Computer Information Systems, Computer Science or a related fiel is considered a plus
• Ability to understand budget forecasting (hardware, software) and shaping of service packages

Corporate Service Delivery Manager Resume Examples & Samples

• Interact within GCS across the region, business partners and/or outsourced vendors, to deliver customized solutions to enhance operational efficiency and resolve issues to create competitive advantage and first in class service delivery to our business clients
• Facilitate change management and process improvements across Corporate Services
• Review country-level contracts with Regional Corporate Services and sourcing teams
• Liaise with Regional Corporate Services, Regional Travel and Regional Ecology teams to execute service deliveries of regional / global initiatives
• Interface with the country functional leads where necessary to ensure smooth running of the local operations
• Provide managerial guidance to the local delivery teams and resolve first level enquiries
• Facilitate change management and process improvements across Corporate Services functions
• Support the Regional Corporate Services team in formulating and preparing executive summaries and management reports
• Provide administrative support to the implementation of projects, global standards or regional initiatives
• Support the Regional Physical Records Management (PRM) Manager Formulate and prepare executive summaries and management reports for locally run projects/initiatives
• At least 7 years experience in each of the following areas: o H&W Benefits Administration o H&W Regulatory and Compliance o Project Management o Change Management o Relational Databases o Transactional SQL o Business Requirements Definition o Business Processes
• Senior Business/Technical Analytical Skills
• Xerox RKS Database and Configuration Knowledge
• MS Excel (advanced)
• MS Word (advanced)
• SQL (advanced)
• Advanced Xerox Systems (RKS Platform) is highly desirable

Watson Service Delivery Manager Resume Examples & Samples

• Lead key customer planning and management meetings to define Watson solution and key content. Facilitate regular communication among the key stakeholders on status of accounts
• Work closely with Watson Development team to facilitate timely improvements to solution
• Work with client to execute the business processes and use cases associated with the customer needs for Watson solution in appropriate tools
• Work with client and Watson technical teams to achieve goals, objectives and key milestones for solution delivery consistent with IBM strategy for Watson
• Provide client with Single Point of Contact for issues that may affect solution and solution delivery
• Identify any issues and problems that need immediate focus and resolution
• Leverage key resources across IBM to resolve issues quickly
• Provide regular status reporting to and with key stakeholders against goals, objectives and milestones
• Collections Management - Independently manage collections and cash applications for assigned portfolio providing support, direction and leadership. Drive improvements in collections portfolio to achieve set overdue and cash targets. Ensure prudent and necessary business decisions to manage risk and facilitate collections. Address customer payment issues and leverage the Business Engagement team to assist
• Business Process Excellence - Leverage the WW Credit Services Business Process Outsourcer (BPO) to achieve agreed performance metrics. This requires the individual to partner with the BPO and BPO Manager to ensure execution and delivery of goals
• Controls, Compliance & Accounting - Accountability for Control and Compliance for all processes for which assigned: Credit Holds, Rebate Deductions, Credit Term Extensions, Payment Plans, Write-offs, etc
• Cross-Boundary Collaboration - Participate in projects and drive engagement with peers in the WW Credit Services organization
• Bachelor’s degree, equivalent work experience
• A minimum of 5 years of Finance or Credit experience
• In depth working knowledge of the Retail market
• Excellent leadership, interpersonal and organizational skills. Must be able to communicate effectively, work well in a team environment, negotiate with and influence others, and creatively solve problems
• Demonstrated ability to enable the success of others
• Must be able to work cross boundaries and influence key decision makers. The candidate must be able to see and maintain the big picture, identifying and evaluating opportunities for cross-group win-win collaboration
• Expert knowledge of Collections processes and procedures
• Ability to thrive in an environment of working towards ambitious goals and targets and be held accountable
• Strong negotiating and influencing skills required

Automation Deployment Service Delivery Manager Resume Examples & Samples

• Provides oversight and governance supporting multiple global TI teams and coordinate the implementation of newly developed strategies for the enterprise, distributed, network environments and for business relationships, to ensure the organization meets or exceeds the business defined global strategic goals
• Applies in-depth understanding of concepts and procedures within the candidate area of responsibility and possesses basic knowledge of other disciplines to assist in the resolution of issues having external impact
• Ensures essential procedures are followed and contribute to defining standards, as may be periodically required
• Engages with CC partners in solving and working the highest impact, highest profile problems, and projects with significant business impact through in-depth evaluation of complex business processes, system processes and industry standards; performs root cause analysis
• Provides management proactive communications to ensure situational awareness of significant planned and/or unplanned service disruptions
• Provide metrics outlining the volume of activity for the region (global versus regional), the success/failure rates, major incidents incurred, customer impact, Global IVR and client service availability
• Bilingual is preferred but not mandatory
• Provide oversight and governance in support of regional strategic and planning initiatives
• Strong written and confident verbal communication skills
• Confident verbal presentation skills
• Effective knowledge of Risk and Control Self-Assessment practices and policies
• Understanding of Citi’s global Incident Management practices and procedures
• Understand Command Center Operations functions
• Strong PC skills including Microsoft Office products
• Knowledge of ServiceNow to include the ability to open, transfer, resolve and close Incident Records (IR)
• Technical proficiency at understanding computing concepts and Information Management
• 5-7+ years of operational and technical experience working in Information Services within large scale Information Services teams comprising of technical and operational staff, supporting 7x24 business requirements
• Bachelor of Science (BS) degree or equivalent
• Primary Degree (2.1) or above, from a leading university
• Qualified Accountant - ACA, CIMA or ACCA
• Currently working in either: Big 4 Accountancy firm, Management Consultancy or Blue Chip Organization - with an appropriate financial & performance management background
• Good working knowledge of API / SDK programming related to Product / application architecture ( Genesys , nice , Voice XML, business objects etc.,) . Good understanding of telecom business vertical and good exposure to SOA and Team SD architecture norms . Good working knowledge of various IVR / Dialer /ACD/CTI applications and other Contact center technologies
• Thorough knowledge & understanding on convergence, data architecture, back-end system integrations like MQ, Websphere, GW interfaces, CRM integrations, collaborative applications and integrations, interface programming. Excellent knowledge on PL/SQL,VXML, JAVA, .net. Very good understanding on various business process flow for telecom, Contact center and enterprise verticals
• Accountable for supporting service delivery for Telcos & Contact center environment (inbound, outbound & blended) along with an in depth knowledge and working experience on Avaya, Cisco, Nortel, Genesys product line and solutions. Good understanding and exposure of telecom and enterprise verticals along with routing, networking, IVR, VOIP solutions
• Working for project rollouts or new initiatives/major changes in the system. Understanding the requirement, system feasibility check, use of system features
• Must be a Health and Welfare Domain Expert responsible for client-specific subject matter
• The candidate will serve as the Client Health Plan subject matter expert, and must be proficient in all client plan rules and administrative practices for service delivery
• Create, Update, and Maintain inventory of functional client documentation
• Knowledge in Service Management based on ITIL
• Basic knowledge in Client's business, environments, operations and tools
• Basic knowledge in Change, Incident, Problem and MI Management processes and tools
• Knowledge in Service Management and Account Management
• At least 5 years Business experience, and at least 3 years in IT Services experience
• Readiness to shift work
• Change, incident, problem management
• Measurement, reporting and analysis
• Excellent interpersonal and communication skills, both written and oral

Lldma Service Delivery Manager Resume Examples & Samples

• Service Delivery Manager for the low latency DMA business
• Define specifications of the low latency equity trading infrastructure
• Work closely with business stakeholders for the vendor selection framework
• Oversee the build out of hosting and trading infrastructure for low latency DMA at Citi or colo sites
• Work with infrastructure teams to drive standards and deliverables needed for the design
• Manage 3rd party vendor services for building and maintaining the colo infrastructure
• Ensure the appropriate service layer is in place to manage and monitor latency and capacity
• Work with dev teams to balance the design of the low latency infrastructure with the applications developed for them
• Minimum 10 years in financial services, deploying hosting low latency platforms for trading applications
• Intricate knowledge of Market Data and Exchange Connectivity
• Experience of building low latency network solutions, involving colocation with major market centres
• Experience of building leading edge, globally scalable monitoring solutions to track and optimize network and hosting performance
• Strong understanding of the Equity cash product
• Proven ability to own and drive programs of work consisting multiple full life-cycle projects
• Proven ability to deliver scalable, performant and robust Service/Function/API based architectures
• Familiarity with Infiniband, iWARP, and RoCE in conjunction with low latency packet transfers
• Familiarity with Cisco low latency network solutions and Corvil monitoring implementations
• Strong communication and presentations skills
• Excellent influencing and negotiation skills
• Proven execution skills with a complex environment
• Play a supportive role in long-term planning, including an initiative targeted toward operational excellence and implement process improvements
• Manage various sub-contractors, while coordinating and communicating between support and program management staff
• Coordinate with various sub-contractors and project management staff on service procedures, policies and standards with monitoring implementation
• Work with various groups within Xerox and project management staff to coordinate best business practices
• Manage and increase effectiveness and efficiency of the mail house processing and propose solutions to reduce cost while improving efficiency
• Prior experience in call center or related experience needed
• Experience with Key Performance Indicators (KPI’s) and reporting in service environment
• Excellent communication, interpersonal, and leadership skills
• Excellent problem solving and analysis skills, with ability to effectively identify and resolve problems
• Requires 4 year degree and 2 years supervisory experience
• Experience supporting, planning, and implementation/integration of large scale projects within customer service industry
• Experience ensuring quality assurance standards are being exceeded within area of responsibility
• Experience developing, interpreting and reporting to project managers on all responsible performance levels
• Six Sigma certificate desired

Technical Service Delivery Manager, VP Resume Examples & Samples

• Consistent demonstration of being an end-to-end solutions provider with the primary focus of service delivery planning & execution needs for integrated application platforms
• Manage service delivery governance to support core application development teams in their efforts to progress technology deliverables through the SDLC lifecycle; with the initial focus on middleware web services related platforms
• Manage environment support functions for application platforms across pre-production environments; with the initial focus on middleware web services related platforms
• Establish and manage application health checks in the pre-production environments to ensure efficient progress through the SDLC cycles for technology deliverables; including development of automated solutions (ie. via scripting, using toolsets, etc) to minimize manual intensive tasks
• Manage test oversight for application enhancements, including being a key driver for issues resolution management
• Partner across core application development as well as core infrastructure support teams to balance the scope of technology deliverables across infrastructure and application delivery
• Working with multiple dependent teams and influencing peers at all levels of the organization without direct managerial responsibility
• At least 5 years of strong service delivery and/or release governance skills within the distributed applications space
• At least 5 years of technical/development experience with relevant technologies such as JavaScripting, Java/J2EE, Jquery, JSON, XML, PHP, Perl/shell scripting, Python, Web Development, Web Services, and database technologies
• At least 5 years of technical administration and configuration management analysis experience with relevant technologies such as IBM WebSphere Application Server, administration of code deployment/management with familiarity of toolsets/practices such as Subversion, Jenkins, general application-specific configuration management and usage of toolsets such as SOAP UI to manage test health checks
• Strong technology risk management and impact analysis practices, and with a focus to “connect-the-dots” with cross-impact analysis needs across multiple components of enterprise-level application platforms
• Strong SDLC experience at both, technical and governance levels
• Strong application environment setup/troubleshooting experience (technical as well as governance levels); Strong analytical/problem solving skills
• Proficient in application, data, and infrastructure architecture disciplines. Strong general technology background in the distributed applications space (i.e. core server infrastructure, databases, middleware web services, etc.)
• Strong communications skills at all levels of a technology organization, including ability to manage and coordinate with a variety of cross-functional team members (i.e. project managers, application developers, infrastructure support teams, QA resources, etc.)

Service Delivery Manager Belgium Resume Examples & Samples

• Relationship management of all key clients in a challenging environment, including management information development, account strategy/planning and opportunity development
• In depth understanding of MPS services including technical knowhow and Best Practice approach to delivery
• Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
• Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual service team, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
• Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
• Proven client relationship management in a private or public sector and be confident in dealing with senior stakeholders
• Achieving productivity improvements
• Experience in management of a P & L
• Fluency in English, French and Dutch is a must
• Deliverables with customers IT requirement to meet business goals and proactive delivery of mission critical services related to environment, system hardware health and Operating System patching, firmware upgrades. Improve/maintain Customer satisfaction. Conduct quarterly review to understand the IT requirement and satisfaction levels
• Delivery of proactive & reactive support for part replacements in enterprise hardware and proactive delivery, implementation of monitoring tools like ISEE with critical support
• Provide Support and manage Novel 4.0 Support with disk less nodes. Support for DTP Operations and implementation of assembled hardware and procurement
• Role ( Job Role )
• Minimum of 5 years in IT with specific experience leading, measuring, and improving the delivery of technical support provided by a third party / outsourced partner
• Project management capability
• The ability to work with Suppliers to ensure effective operations and agreed upon service levels
• Prior experience with retail and ecommerce systems highly preferred

WAN Service Delivery Manager Resume Examples & Samples

• Manage procurement and delivery coordination of data, voice services and the associated network equipment including; routers, firewalls and WAN acceleration equipment
• Manage global delivery and asset management and documentation for proper chargeback and support
• Manage the supplier providing 7X24 Network Operations Center services and installation coordination in support of the global UTC wide area network
• The position will also require comprehensive understanding of telecommunications contracts, and maintenance coordination for all equipment and services
• The candidate will be an integral part of the global telecommunication contracting process including creation and analysis of supplier proposals and comprehensive tracking of saving initiatives working closely with UTC Supply management and the Smartchoice initiatives
• Manage and coordinate network integration and disentanglement involved with Acquisitions and Divestiture ensuring compliance with transition agreements,
• Lead Supplier Gold initiatives with Key telecom providers to promote service delivery excellence using ACE methodologies. Be an active leader of ACE throughout the Corporate IT department. Including value stream mapping of all key processes, maintain standard work, streamline operational processes using lean strategies and bench mark services achieving best in class metrics for availability
• A tenacious problem solver who will own issues until full resolution
• Strong organisational, time management and prioritization skills
• Previous experience required in a Service Delivery / Account Management role
• Previous experience required in the IT industry or holds a good understanding of Internet Technologies
• Foundation level understanding of Project Management
• Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable
• Due to 24x7x365 operation, must be willing to be available for occasional out of hours work

Msip Service Delivery Manager Resume Examples & Samples

• Bachelor degree in degree within / Telecommunication Engineering / Computer Science / Computer Engineering, MCA etc
• Have 6 to 8 years of experience in a mobile network environment. With minimum 3 Years of experience in Ericsson Charging System
• Result Oriented
• Leadership Qualities
• Flexible and responsive to changing work patterns and demands
• A thorough and methodical approach to work
• Developed skills in Interpersonal communication
• Developed skills in knowledge sharing by actively contributing
• Knowledge, experiences and skills to create a learning culture
• ·Fluent in written and oral English and knowledge of local regional language
• Interacting with customers and internal support teams as well as manage all aspects of Change, Incident, Problem Management, Staffing and budgeting
• Day-to- day management and coordination of the Linux/Unix teams including production systems, resource management, and project assignments
• Exceed expected quality of service on maintenance & deployment of upgrades, enhancements and modifications to systems
• Promote and implement standards and procedures
• Identify development needs and collaborates with individuals to create individual development plans
• Mentor and complete performance reviews for direct reports, on a continuous basis
• Report on systems metrics, root cause analysis and proactive monitoring to senior management
• Manage Daily Operations and seek opportunities around efficiencies
• Set priorities for the team to ensure task completion; coordinates work activities with peer managers to meet deadlines and objectives
• Develop processes and procedures to implement functional strategies
• Has in-depth expertise in UNIX Systems administration and knowledge of the related disciplines
• Applies expertise and experience in UNIX administration to improve processes and provide guidance to employees in that area
• Tools Used: BMC Remedy / Service Now

Service Delivery Manager New Set up Resume Examples & Samples

• Leading and managing a team of 100-150 associates in technology vertical, digital advertising / marketing
• Making independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas
• Responsible for medium-term planning, objective setting and development of new procedures
• Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios
• Accountable for operational direction of complex or large function or project Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
• Initiates and promotes continuous improvement programs across sphere of influence
• BA/BS degree in a technical or business related field or equivalent practical experience
• Fluency in English and fluency in additional EU language would be a strong advantage
• Coordinate technology project efforts across NBCUNI Broadcast Technology group
• Identify opportunities for consistent technology platforms
• Connect patterns of emerging needs/technologies across group
• Awareness and communication of division/corporate initiatives
• Project manage multi-business technology initiatives
• Large scale project management of facility upgrades or rebuilds
• Group-wide operational coordination for major events (planned and unplanned)
• Facilitate communication across the businesses leadership and technology teams
• Lead technology design efforts across the group
• Gathering and analyzing data to identify trends and for potential improvements
• Work with NBCUNI business on
• Cross-divisional technology & operations initiatives
• Share best-practices across all business units
• Major new technology roll-outs
• B.S. degree in Computer Science/Electronics/Engineering or related field strongly preferred
• Minimum 5 years experience leading complex project builds with proven performance to achieve on-time completion of projects
• Prior experience working in a broadcast centric environment
• PMP Certified or equivalent experience
• Solid documentation experience with Visio, Word, Excel, MS Project or related application
• Willingness to travel and work overtime, and on weekends with short notice
• Expertise working on a team with motivated cross-functional individuals focused on a common goal of delivering cutting edge solutions to meet aggressive business demands in an ever changing environment to achieve on-time and on budget completion of projects
• Ambitious and goal oriented, with initiative to work until job is complete
• Maximises same account growth opportunities
• Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
• The ability to deliver a service that meets SLA and delights the customer
• A track record of developing strong relationships and
• Experience of transforming and growing the business
• Responsible for delivering commitments made in SOW, SLA, and contract on time, on budget and to Customer's expectations
• Designing of complete network architecture includes freezing of solution, Bill of Material (BOM) and Network Design for various customers, which includes solution like WAN/LAN, Wireless Networks, Network Security, etc
• To prepare & deliver presentations on the designed solution specifically focusing on design aspects, total cost of ownership, ROI & benefits
• Giving inputs and support to the installation team for installation of hardware including routers, switches, wireless, firewall, VPN including but not limited to the complex configuration preparations for Multi-VRFs for MPLS, VPNs, OSPF & BGP
• Technical proficiency in different key areas like Data, Secure Networks – VPN, WAN, LAN, and Intranets
• Study of customer requirement and their communication network, providing solution and associated design documents based on customer request
• Managing recruitment, training and selection of network personnel as well as organizing, planning, and staffing operations
• Identifying the team’s training & development needs and organizing staff and franchisee training, development & awareness programs
• Part of critical situation handling team to assist Network Operation Center (NOC) personnel in troubleshooting network problems, network capacity optimization including routing optimization, routing convergence, traffic planning etc
• Assist with project management responsibilities including design and execution of projects both Internal & External, Client Co-ordination for successfully transitioning new projects, both on-site and off-shore
• Take active part in Security Audits (External/Internal) and ensure the positive closure of all gaps within timelines
• Managing Security & Compliance related to Networking platform and ensuring the adherence to various Security Standards
• Client relationship management with confidence in dealing with senior stakeholders/(KPI: Presentation skills & client feedback)
• Excellent Communications skills across all levels from senior executives to operational staff, building relationships with all key business owners/representatives /(KPI: Strong relationship management, communication skills at all levels and diplomacy is evident in handling issues)
• Delivering service that meets SLA and delights the customer /(KPI: SLA achieved & high customer satisfaction)
• Leadership and focussed people management establishing a culture of proactivity and quality service delivery /(KPI: People leadership/management skills, people development and change management)
• Managing financial performance and productivity improvements /(KPI: Value for customer, enhanced margin and P&L performance v Plan)
• Transforming and growing the business /(KPI: Further profitable service revenue)
• A representative of the Xerox brand and portfolio to both internal and external customers/(KPI: Demonstrates breadth of knowledge and understanding of the sector knowhow, the Xerox brand and portfolio of services)
• Portfolio knowhow across Document Services and Managed Print Services /(KPI: Demonstrable knowledge of services and experience in working in this environment)
• Owning the Quarterly Business Review programme for the accounts working jointly with Sales and supporting the Account Business Plan
• In depth understanding of the Financial & Professional Services sector, used to working with clients in this area - including legal clients ideally
• D emonstrates a breadth and depth of operational service delivery management expertise, preferably within Document Management services
• Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas
• Responsible for medium-term planning, objective setting and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
• Provides and implements business-focused solutions within time/cost constraints
• Leads and manages a team of 100-150 associates in technology vertical, digital advertising / marketing domain in their respective domestic market
• 8-10 years of experience managing complex, multi-group, multi-disciplinary projects
• Ability to define projects, execute within timelines and with multiple stakeholders, and deliver projects on time and to budget
• Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment
• Commercial and business acumen
• Industry qualification in Networking Technologies such as CCNA or above desirable / relative industry experience
• Industry qualification in Operating Systems (Windows or Linux) such as RHCE, MCSE or similar / relative industry experience
• Previous experience required in a Service Delivery / Account Management role / System Administration
• Bachelor’s Degree in Information Systems, Information Technology (IT), Computer Science or Engineering
• 5 - 8 years related infrastructure experience at the regional/country level
• Demonstrated ability to understand business processes and identify/leverage Information Technology as a competitive advantage
• ITIL certified
• Proven leadership through talent development and business results
• Strong working knowledge of Windows 7, Windows Server 20XX and Mac OS X Operating Systems
• Strong working knowledge with Asset Management Systems and IT Service Management Systems (i.e., SCCM, Absolute Manage, Service Now, etc.)
• Strong networking knowledge. CCNA or equivalent experience would be a plus
• Attend and participate in problem resolution during High and Critical Incident bridges for Cloud environments
• Engage appropriate steady state resources to resolve all levels of incidents
• Lead Gen0 and Gen1 steady state teams in identifying sources of failed provision attempts
• Manage VCE vendor
• Work without assistance to resolve identified design issues in the Gen0, Gen1 and Gen2 cloud environments
• Write and review contract updates related to the cloud environments
• Identify support and system requirements necessary for the implementation of the ICO provisioning tool
• Responsible for ensuring that all Contract terms are met and ensure first line understand Contract T’s & C’s
• Own relationship with IBG & Client contact
• Deliver PCR impacts and identify/pursue upsell opportunities
• Accountable for delivery of PCR’s (where no PM required)
• Responsible for financial reporting, including forecasting, accruals and justification of variances
• Identify and drive cost reduction, pro-actively seek/support sharing of resources in order to reduce costs
• Scope and provide operational effort and costs for new business
• Accountable for delivering to and reporting against SLA’s & KPI’s, including completion of SLA tracker
• Responsible for ensuring that the service delivery model is in place for your contracts and is maintained as per governance process
• Responsible for obtaining and reporting against completed regular customer satisfaction surveys
• Accountable for delivery of contracts to quality requirements/procedures, including those requirements driven by Security/Quality Mgr
• Responsible for performance management of your own team, maximise potential within team by identifying training needs, mentoring and developing employees
• Drive internal and external suppliers to ensure service delivered in accordance with customer requirements and ITIL principles, to include: Service requests, Incident Management, Problem Management, Event Management, Escalation Management, Capacity Management, Security Management
• Accountable for ensuring Business Continuity and DR plans are executed as per Contract
• Responsible for reporting of MI (both internal and client facing)
• Responsible for driving regular review meetings with Client, attending client sites where required
• Responsible for risk and issue management
• Responsible for analysis of Contract’s performance/trends and implements innovative improvements to enable continuous service improvement
• Collaboration with peers, sharing best practices
• Enable knowledge sharing across the organisation, supporting shared resource pools
• Lead regular cascades of business performance and key communications to your immediate teams
• Accountable for submission of invoicing
• Responsible for raising supplier orders and working with global procurement teams to manage costs
• Accountable for management of resources in line with volume fluctuations, business case and cost constraints
• Proactively manage the IHM incident management process, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders
• Understand and appreciate the impact of incidents on OLA & SLA targets, allowing prioritization and direction as needed
• Work-closely with Outsource Providers and Technology teams, Problem & Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes
• Report and review incidents with Senior IT Leadership and Outsource Providers as needed
• Schedule and attend weekly meetings with IHM Managers to ensure continuous improvement and adherence to IT Service Delivery standards and policies
• Managed IHM Service Catalog OLA, SLAs and KPIs
• Attend client service review meetings; areas covered will include SLA performance reports, critical outage events, service improvement register, quality, and process improvements
• Provide Service Delivery reports to an agreed schedule (or on request), including management and account performance reports to IT Management
• Attend Customer service review meetings; areas covered will include SLA performance reports, critical outage events, service improvement register, quality, and process improvements
• Ensure team members are educated and trained on IT Service Delivery processes and methodologies
• Ability to develop and maintain standards across the Problem Management capability
• Proven technical experience in an Enterprise environment, at least 5 years management level
• Proven track record in Incident Management in an Enterprise environment
• Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones
• Detail and process-orientated and strong customer service skills
• Demonstrates thinking consistent with the global nature of the role
• Inspires outstanding performance in difficult circumstances
• Champion Service and Support in project and platform meetings – developing a strong understanding of project backlog impacting your service area and ensuring service impact is minimised and agreed with the business
• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed in collaboration with Service Support Manager
• Define SLA’s and ensure the SLA’s are achieved; service quality and internal customer expectations are met or exceeded
• Drive agreement on business KPI’s and quality attributes for services in your area of responsibility, ensuring appropriate NFR’s and KPI’s are understood within project workstreams
• Work with Senior Manager – Technical Services & Projects to ensure adequate disaster recovery and business continuity plans & procedures are in place and regularly tested
• Make recommendations for Service Improvement Plans and lead Service Design & Implementation
• Build and maintain relationshipswith the key business stakeholders, reviewing Service Delivery reports to an agreed schedule or upon request
• Manage operational costs and contractual negotiations for renewals on all third party contracts for support and maintenance of associated enterprise systems
• Proven record of supporting complex mission critical Applications / Databases in busy environments
• Strong knowledge of ITIL disciplines
• Experience of managing 3rd parties and 3rd party delivered services
• Experience in Service Implementation & Design
• Strong Leadership qualities

Cyber Vulnerability Management Service Delivery Manager Resume Examples & Samples

• Drives and coordinates timely remediation of security vulnerabilities across Line of Business functions
• Works with LOB representatives to ensure remediation efforts adhere to corporate policies
• Coordinates remediation of specific high visibility, critical vulnerabilities as detailed by the Service Delivery Lead
• Minimum 5 years information technology and /or cyber security experience in a large corporate
• Experience within the Vulnerability Management/Risk Management arena
• Good understanding of technology concepts across Windows, UNIX, Database (Oracle, MS SQL, Sybase) and Web
• Good understanding of security / vulnerability scanning tools (eg. Qualys, Symantec ESM)
• Excellent communication skills (verbal and written)
• Able to take the initiative, work under pressure to deadlines, able to juggle multiple priorities
• Good understanding of technology concepts
• Familiarity with good security practices and implementation of these concepts across complex environments
• Ability to assimilate technical data, work with large datasets and translate into layman terms
• Ability to work well under pressure and juggle multiple priorities
• Strong attention to detail and data accuracy when undertaking data analysis
• Self-motivated and operates with a high sense of urgency and a high level of integrity
• Ability to work in a persuasive manner with diverse personnel at all levels of the organization
• Current Certified Information Systems Security Professional (CISSP) or GIAC Security Essentials (GSEC) certification
• Experience managing physical and/or virtual security programs on a broad scale
• A passion and strength for building robust relationships with a range of stakeholders
• A good understanding of Service Delivery best practices (including ITIL)
• An innovative and creative approach to problem solving
• The ability to motivate and galvanise disparate teams to deliver against customer requirements
• Deliver industry leading Service Delivery supported by the Rackspace Fanatical Delivery Model
• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers
• Acts as a customer advocate to ensure that Rackspace delivers to its Fanatical Support™ promise
• Drive customer retention by building long term partnerships
• Financial accountability through the negotiation and management of service credits and contract renewals
• Confidently liaises between departments to resolve customer issues and queries
• Build strong working relationships with key members of the account and support teams (Business Development Consultant, Lead Engineer, Technical Support teams)
• Take ownership of key customer communications including service impacting technical announcements
• Continue to develop your knowledge and understanding of Racksapce, and Industry, products and services

Global Log Review Service Delivery Manager Resume Examples & Samples

• Bachelors degree in business, marketing, engineering, science
• Minimum eight years log review and compliance experience
• Experience in product development, strategic planning, and implementation preferred
• Advanced spreadsheet and numerical analysis skills: business cases, margin and cash flow analysis
• Ability to write and deliver training courses and materials
• Ability to exercise tact and good interpersonal skills
• Group facilitation skills
• Ability to be pro-active with a sense of urgency
• Ability to read, understand and communicate technical documentation; and
• Be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing

SAP Service Delivery Manager Resume Examples & Samples

• The Functional Support Lead will work closely with the Service Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests
• One of the most fundamental areas of the Mercury solution is Service Delivery Finance (FIN) which includes New General Ledger, Time&Expence, Travel management, Fiori, Engagement Management, Engagement Economics and Billing. Based on this scope, the FIN Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP
• SAP FICO (Finance and Controlling)
• SAP CO Result Analysis
• SAP IHC (Inhouse cash)
• SAP Integration/interface – Sharepoint, Fiori
• SAP TV&TE (Travel Management, Time CATS)
• English fluency both verbal and writing is essential
• Strong communication, presentation, project management and Service Delivery processes
• Previous Mediaroom technical experience or in depth experience in Windows Server architecture and IPTV preferable
• Works effectively in situations involving uncertainty, change, or lack of information
• Self-starter with ability and ambition to work remotely, onsite with a specific customer for extended or dedicated periods of time
• Ability to work across groups by setting mutual goals, ensuring clarity of roles, and working together in ways which enhance business effectiveness
• Minimum Requirements for the job Service Delivery Management is 2 years of experience of Service Delivery

Service Delivery Manager Mobile Financial System Resume Examples & Samples

• Secure customer contract fulfillment
• Planning and Organizing Skills
• Delivering Results & Meeting Customer Expectations
• Minimum Qualifications & Experience Requirements
• 2-3 years experience in a customer facing role
• Proven capability in escalation handling
• C-Level customer interaction experience
• Self-motivated and works well under pressure
• Working/availability during odd and long hours
• 5 years experience in a customer facing role
• Knowledge of Mobile Financial Systems
• Handling of external Vendors
• Familiar with Ericsson processes

Hcra-service Delivery Manager Resume Examples & Samples

• Drive migrations, process streamlining, and consolidation of HR reporting activities and processes for the Business Unit ensuring thorough considerations and stakeholder buy-in, working with various stakeholders from the sending team, service center management, project management office, etc
• Ensure all processes and procedures are documented using the required project templates and standards, with required reviews by the Customer, Risk and Compliance, Operations being completed
• Ensure adherence to information security guidelines
• Post Grads Degree or equivalent
• 7 to 8+ years of experience in extensive project management
• 5+ years of experience and very strong knowledge of leading re-engineering and change within an organization across multiple countries
• 5+ years of experience in an HR Reporting or Management Reporting role, including demonstrated experience of managing senior business partner relationship
• Proficient in MS Excel, Access and Business Objects

Service Delivery Manager / Incident Manager Resume Examples & Samples

• French - Fluent
• German - good to have
• Incident Management,
• Problem Management,
• Crisis Service & Emergency fixes
• INPV service request,
• Preventive and corrective maintenance,
• Release management,
• Environment management (Dev and Prod)
• Management of internal and external customers
• Service delivery management in a high demand environment
• Inspirational people manager to develop and grow Team Leaders and their supporting teams
• Productivity and customer satisfaction improvement focussed
• Quality conscious and able to demonstrate tight day to day business control
• Experience of outsourcing bids from pre-sales through to successful contract implementation
• Customer service desk management – 1st / 2nd line service desk experience
• Confident project management delivery
• Business / process transformation
• Self-motivated / innovative leader with a positive can do attitude

Senior Global Service Delivery Manager Resume Examples & Samples

• Manage the Vendor’s local operational performance - monitor performance against Service Level Agreements and work with the vendor to address any local performance issues
• Manage the day to day relationship between Microsoft and our outsourced vendors for specified lines of business
• Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics
• Planning and management of local month end / quarter end processes to ensure agreements, orders or key business processes are executed excellently as part of the Global operational plan
• Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics
• Change Management - oversee vendor readiness to support new program launches, changes to business rules, processes and tools
• Ensure SOPs are in place and executed consistent with global processes and best practices
• Project manage implementation of new processes to production stage at vendors
• A minimum of 7 years of accumulated outsourcing management experience in an offshore environment supporting a global delivery business - must have both contract management and service delivery related experience
• Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products

SAP Service Delivery Manager SDA Resume Examples & Samples

• Take accountability for the delivered Mercury solution and deliver services, in line with defined service targets, to the Mercury user community
• Act as the single point of contact for vendors delivering support services across the integrated Mercury application landscape
• Manage the delivery of MSSC services to the Mercury user community from a functional perspective
• Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload
• Manage stakeholders across the IT Services landscape regarding the the operational support of the Mercury solution, with a particular focus on technical integration, including interfaces between impacted and / or dependent applications
• Work closely with the Mercury program functional teams regarding the viability of business requirements and the potential impact upon the global template
• Determine when it is appropriate to escalate and use judgment and experience and to determine the most effective course of action
• Mentors and counsels staff members
• One of the most fundamental areas of the Mercury solution is Service Delivery Administration (SDA) which includes Engagement Management, Pricing, Engagement Economics and Billing. Based on this scope, the SDA Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP
• SAP SD (Sales and Distribution) incl. Pricing and Billing and
• SAP CPM (Commercial Project Management) and / or
• SAP PLM (Portfolio Lifecycle Management), SAP PPM (Portfolio and Project Management) or specific experience across, Project Systems (PS), Bill of Materials (LO-MD-BOM), Material Master (LO-MD-MM), Variant Configuration (LO-VC)
• Experience of SAP Multi-Resource Scheduling would also be a significant advantage
• Commercially astute with strong negotiation and management skills to deliver supplier performance
• Ability to communicate effectively across a complex and diverse group of stakeholders
• Minimum of 10 years’ SAP experience from both an implementation and support perspective
• Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers
• Significant awareness of the future direction for SAP in the relevant functional area
• This is an opportunity for you to come in and own the Service Delivery on a Dynamics AX global rollout programme
• Reporting into Programme Director
• Working for one of the largest and most innovative media & digital firms globally
• Managing the overall function that's carrying out the ERP platform delivery
• Managing the IT / Functional Service Delivery teams
• Responsible for Dynamics and other applications as well as Infrastructure support interfaces (server/ data bases etc)
• Vendor Management and defining SLAs
• Implement ITIL processes
• Owning a Service Delivery function where you have reshaped, influenced and implemented processes resulting in a successful Service Delivery environment
• Worked on SAP / Oracle or ERP implementation in large or Bluechip organisation (10,000+ users)
• Implemented ITIL processes
• Vendor Management experience
• Experience managing large/ complex ERP systems
• Management of key staff responsible for Service Desk and Projects and Installations
• Be responsible for career development and appraisals
• Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded)
• Service transition for customers as services are added or removed
• Implement a functional PMO approach to manage project risk
• Develop and implement a project accounting approach to identify project profitability
• Ensure the company tools and information systems are utilized correctly and relevant information is provided
• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations
• To build services relationships with clients
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes
• To develop and facilitate workshops and training courses
• Manage departmental budget
• To ensure quality of services
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
• To plan and schedule resource to the requirements of the business
• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
• Work as a team member within the organisation to provide a resilient service to our customers
• Track record in management of teams and personnel
• Have worked in a multi customer environment
• Demonstrable track record in delivering technological environments. Highly analytical in problem solving with the ability to apply original and innovative thinking
• Display and apply knowledge of technologies including: Microsoft, Infrastructure Networks, thin client technologies, server virtualisation and an awareness and understanding of additional software programmes and technologies relevant to technical infrastructure environments
• Minimum of 5 years’ experience in the field
• Thorough knowledge of managing teams and personnel
• Knowledge of installing, configuring and administrating Microsoft desktop and Server operating systems
• A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
• To work under pressure and think clearly in challenging situations in a logical manner
• To be flexible in approach and be comfortable with a fluid organisational structure that requires both team work and self sufficiency as necessary, with the ability to work under minimal supervision
• Support the organization on delivering the Service Strategy and vision
• To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools
• Investigate and report all breaches of OLA’s and Service Management Processes and manage the proposal and implementation of solutions to prevent future occurrences
• Ensure relevant reporting to support Service level monitoring is in place Relationships
• Form strong relationships with the Account team building an understanding of Customer Requirements and business drivers
• ITIL V3 Foundation Certified
• Analytical and Problem Solving skills
• Strong interpersonal, communication and presentation skills
• BS in Computer Science, Information Technology, or related field or equivalent experience preferred Minimum Work Experience
• Experience in a Service Delivery function, including solid experience of dealing with Customers, and internal teams, typically gained over 3-5 years
• Strong customer support skills. Demonstrated ability to communicate constraints, timelines, budgets, etc. under pressure and with urgency
• Ability to independently lead enterprise efforts across multiple teams. This implies the patience and communication skills needed to coordinate the many constituencies needed to deliver the expected business outcomes
• Experience with compute, database, storage, interfaces, and network topology
• Demonstrated passion for technology at all levels from consumer to service provider
• Operational governance is fully adhered to
• All work is correctly prioritized
• Capture of robust business requirements for essential mandatory change
• Management and reporting on CRES operational assurance issues, risks, new demand and service performance
• Independent reporting for Senior management is provided regularly and on time
• Work with IT to ensure appropriate service levels and operational stability is sustained. Line and virtual management responsibilities
• Own responsibility for capture, prioritization and management of operational risks and issues pertaining to IT Services consumed by the CRES business
• Maintain detailed governance and oversight of IT Service status, application composition, business owners and IT Service levels providing independent assessments on risks, issues CRES Senior management
• Be an advocate of the overall change programme and the methodologies and tools developed within the CRES organization
• 5+ years of working experience preferably in investment bank/corporate environment
• Solid technical understanding of IT service management
• Solid project management experience is desirable
• Track record of line management (with global experience)
• Solid interpersonal (written and verbal) skills and the ability to interact with staff at various levels within the Bank. Strong "client-centric" skills a must
• Solid organizational, administrative, problem solving, and analytical skills with high attention to detail with solid end-to-end follow up with clients/businesses
• Flexibility and experience in managing multiple, high priority tasks and adjust to shifting priorities while meeting deadlines
• Solid experience in the development and presentation of materials up to and including MC-level
• Solid ability to assimilate large amounts of information quickly and help contribute to successful, pragmatic plans and solutions
• Structured, methodical approach with an ability to apply standards/process consistently
• Ability to communicate at all levels of the organisation
• Oversee the development of the Hadoop and Greenplum environment with a view to the following
• 5+ years of experience in the areas of reporting with the ability to provide both detailed and overview assessments of status
• Business Analysis/Management Skills
• Good communication skills with both other team members and groups throughout GTI
• Organizational Development skills
• Experience with reporting tools such as Microsoft Excel and Project
• Working knowledge of the Hadoop and Greenplum technologies
• Working knowledge of the Intel server environment
• Network and data center knowledge

Service Delivery Manager, It-japan Resume Examples & Samples

• Lead the Service desk team in Japan office
• Provide technical guidance to service desk team
• Excellent customer service and motivation skills
• Self-motivated, excellent communications and interpersonal skills
• Excellent problem solving and analysis skills
• Able to handle multiple tasks and work collaboratively with multiple IT teams and vendors
• Strong communication / relationship skills, particularly in a multi-cultural environment
• Fluent in spoken and written English, Japanese
• Certificate or diploma from educational entity focusing on computing study ｃor related subject
• Familiar with Microsoft client platforms
• Minimum 4 years of experience in end user support and Service Desk operations
• Good communication skill in oral and written English and Japanese
• Education typically acquired via Bachelor’s degree or appropriate combination of education and significant experiences
• Typically requires a minimum of 8 years of related experience and/or 5 years of management and area-specific experience in addition to post-secondary coursework
• Proven track record in leading Service Management and/or support organizations spanning all geographies and time zones
• Excellent interpersonal and customer orientation skills demonstrated in a customer focused global organization role
• Experience of Statistical Analysis and Total Quality Management (TQM) Processes
• Knowledgeable in current IT landscape and practices
• Strong interpersonal skills with proven commercial negotiation and influencing skills
• The resilience and stamina to sustain high performance standards under pressure
• Understanding business strategies and aligning services to those business strategies
• Understanding and communicating service offerings and strategies and helping business stakeholders understand how
• And when to leverage which offerings
• Achieving and maintaining customer satisfaction
• Planning, resourcing and reporting (to the business divisions)
• Coordinating the provision of commitments to the business divisions regarding programs, projects and enhancements
• Representing the business as a source of demand and working to ensure an appropriate level of investment is made in maintaining and continuously improving the technology estate and technology management tools/capabilities
• Developing and maintaining the governance framework across the business
• Working with the business to develop and maintain the performance scorecard and targets so that it reflects their priorities and drives the appropriate behaviors

Service Delivery Manager Lead Resume Examples & Samples

• Oversight and management of offshore team for managing contingent worker population outside Switzerland
• Maintain detailed governance and oversight of IT Service status, application composition, business owners and IT Service levels providing independent assessments on risks, issues Senior CRES management
• Be an advocate of the overall change programme and the methodologies and tools developed within the CRES organisation
• Solid leadership and management working as part of a developing programme team
• Ability to demonstrate management through change, both organisationally and technically
• Must be able to respond to multiple requests for support and prioritise accordingly
• Experience in Corporate Real Estate groups and/or on Corporate Real Estate programmes a significant advantage
• Produce environment metrics reports (working with vendors, as required) for management. ITSM reports / KPI’s
• Provide guidance and expertise in relation to System Administration activity. Coordinate and delegate tasks as required, to 3rd party vendors
• Experience managing cloud environments. Experience with AWS preferred. Experience with EC2 instances, ELB’s, Route 53, Cloud Watch, etc

Service Delivery Manager, Lead to Signature Resume Examples & Samples

• Bachelor’s degree in a Business or Operations related discipline or equivalent experience
• A minimum of 8 years of demonstrated work experience in an operations environment involving licensing, account management and/or customer service
• Demonstrated excellence in managing business relationships, including at the executive level
• Demonstrated excellence in thought leadership, execution management and ability to influence without authority
• Demonstrated expertise in Account Management
• Demonstrated ability to innovate within a business stream, define processes at a global level
• Outstanding verbal, written & interpersonal skills
• Solid understanding of licensing channels/models
• Six Sigma training and/or certifications is a plus
• Deep understanding of process engineering techniques is a plus
• PMI or similar certification in Project Management is a plus
• Cross-boundary experience with multinational companies

Engineering Regional Service Delivery Manager Resume Examples & Samples

• Building Services
• Utility Management
• Budgets for Engineering Services including Utilities
• Engineering Services submissions to the Facilities Capital Pan
• Regional and Local oversight of the engineering Services in support of the Bank’s business operations, ensuring services are delivered effectively and operational platforms are maintained to the defined minimum standard, in line with the Engineering Risk and Controls Framework and with minimal risk to the Bank’s business operations
• Actively participates in the development of short, and medium term plans for improving the effectiveness and efficiency of service delivery that will generate a significant, positive impact on the business unit's profitability/cost containment objectives and strategic direction
• Drives the implementation of the service delivery platform, including development of new solutions, processes, policies and organisational structures/models, ensuring stability of existing operations at all times
• Drives the implementation of innovative business change solutions, including Divisional and DB-wide initiatives. Plays an active role in new product/service development, process and performance improvement initiatives, to deliver industrialised solutions and client optionality
• Drive the implementation of the Engineering Risk and Control Framework
• Actively manages operational performance of the Tier1 against agreed financial and non-financial targets for assigned products/services, including benefit of investment initiatives
• Actively drives the development and benchmarking of world-class operational standards and ensures their implementation as appropriate
• Commitment to compliance with health and safety policies and procedures to maintain a positive, healthy, and safe workplace
• Appreciating the strengths, insights and ideas of all individuals and advocating for the value of diversity
• Educated to degree level or higher (or equivalent) from an accredited college or university (or equivalent)
• Facilities Management qualification or equivalent
• Occupational Safety & Health qualification
• Purchasing & Supply qualification or equivalent
• Experience and/or working knowledge of International Organisation for Standardisation (ISO), ANSI standards or similar
• Proven experience in similar senior FM role which includes working knowledge and experience of Engineering services such as
• Electrical and Mechanical Services
• Fire Life Safety Systems
• Public Health Services
• Lifts and Escalators
• Energy Management and Sustainability
• Budgets for Engineering Services
• Property management experience
• Experienced in undertaking all duties and responsibilities in compliance with the rules and regulations encompassing Equal Opportunities, diversity, sustainability etc
• Knowledge of, and how to develop and implement procurement systems, contracts, asset registers, including managing bids and offers and price-quality relationship
• Working knowledge of proof reading and approving contracts and tender documents. As well as compilation and/or drafting/preparation of the same
• Experienced in providing Business Continuity Disaster Recovery
• Excellent interpersonal skills in relationship building and relationship management
• The ability to deal with, and facilitate decision making with a wide range of people. Experience of working in cross-functional teams and managing teams to achieve objectives, including goals agreed service providers
• Experienced leadership skills, with the ability of communicating a vision or goal to others and lead them to achieving it
• Pushes for action and results, and wins the support and help of others
• Excellent oral, written and listening communication skills. Ability to be clear, concise and focused, being able to tailor the message for the audience
• Exhibits diversity / cultural sensitivity

Global Service Delivery Manager Resume Examples & Samples

• Bachelor's Degree and relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)
• ITIL Aligned managed service experience. Design and implemented significant productivity as well as customer satisfaction improvements
• Relevant language skills, English mandatory and fluent in both spoken and written German will be a distinct advantage
• Professional qualification in ITIL or project management(Prince, PMI)
• Lean six sigma certification
• Business development experience
• Supporting contract SDM in management of internal and external customers and 3rd party suppliers through management of queries/escalations from helpdesk and review of supplier performance and invoice data
• Mature people manager inspiring the team and supporting the development of people
• Confident project management delivery and support of wider transition team
• Business / process transformation and development/improvement
• Self-motivated leader with a positive can do attitude
• Mix of technical, business and program (i.e.: Problem, Change and Incident Management) skills
• Excellent English
• Client communication experience
• IT Experience with IBM (Delivery teams) or external Customer facing roles
• IT Project Management
• High level of negotiation skills
• Applied knowledge and understanding of the ITIL disciplines within a commercial environment
• Italian language: Intermediate or Fluent (some teams are looking for Italian speakers)

Customer Care Service Delivery Manager Resume Examples & Samples

• Substantial experience working in the education/publishing industry
• Bachelor of Arts (or similar Degree Level qualification)
• Proven success in a previous customer facing role
• Intermediate working knowledge of Excel, Visio, Word, PowerPoint or equivalent systems (preferable)
• Experience mapping workflows (preferable)
• Experience with business analytics (preferable)
• Experience working in a complex matrix style organisation structure (preferable)

Workforce Management Service Delivery Manager Resume Examples & Samples

• Responsible for the management of 10-12 workforce analysts. Oversees hiring for the team and provides training/coaching
• Working with call center management, will review and maintain short range capacity plans that accurately forecast participant demand and staffing requirements
• Present metrics at daily/weekly/monthly contact center leadership meetings
• Create, maintain and distribute enterprise-wide operational and tactical plans for resource deployment to management to maintain a balanced and level loaded workflow, achieve output expectations and ensure cost and service level goal attainment
• Discuss training requirements with the Manager of Learning and Design and execute on delivery of necessary training curriculum
• Forecast and Plan for call volumes and capacity models by type and team
• Maintain consultant schedules and optimize these schedules according to our service level and business objectives
• Lead the team on key workforce management projects
• Collaborate with the Senior Analyst in charge of Genesys routing. Our shared goal is to continuously work to improve the efficiency and effectiveness of our internal call routing schema
• Liaise with Marketing on all external mailing and quarterly statement plans. Incorporate their schedule into Participant Services event forecasting
• Work Closely with the Manager of Business Integration and Testing. All changes to internal systems and enhancements to TIAA-CREF’s IVR are managed through this department. Impacts to the business are discussed and transition plans introduced to minimize impact to our front line consultants and participant experience
• Working with Site Leads and Directors review and maintain intraday staffing requirements, including sourcing of overtime or other business support
• Develop and deliver updates/presentations to call center management on a periodic base
• Develop and deliver Senior Management updates as needed
• Reviews reports that are prepared by operations management, surfaces relevant issues, analyzes and develops corrective action plans
• Partner with all Call Center sites to facilitate the reporting and communication of any system downtime events; ensuring the highest level of urgency and awareness
• Provide a continuous review of standard operating procedures; ensuring updates are made timely and as appropriate
• Minimum 7-10 years’ experience working within a contact center
• Minimum 5-7 years working specifically in a workforce management role and 3 years of leading a workforce management team
• Bachelor’s Degree required. Master’s Degree preferred
• Advanced experience utilizing Genesys Work Force Management or Genesys routing system or other work force management software/applications. i.e.: Aspects (TCS), IEX, and Blue Pumpkin
• Advanced experience using Microsoft Excel. i.e. utilizing pivot tables, table references, advanced charts
• Experience with Powerpoint in generating management level communications
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
• Providing service deliver interface activities to client accounts agreed upon and assigned by management
• Assisting in interpreting client requirements and opportunities
• Identifying available potential candidates in the marketplace
• Promoting DSI in a positive light with available potential candidates
• Recruiting candidates to fill DSI engagement needs
• Working to maintain long-term positive relationships with DSI staff resources you have recruited
• Assisting in resolution of staff member problems or issues
• Identifying possible new business opportunities
• Assisting in proposal generation as needed or as requested
• Learn and stay current with the DSI Applicant Tracking Systems
• Consistently recruiting based on core areas identified as a group
• Maintain posting on Job Boards, DSI Web Site and social media as required and continuously re-post for core areas
• Recruiting passive candidates for future opportunities
• Review incoming resumes for specific requirements, screen candidates, negotiate pay rates, etc
• Review incoming resumes for core areas
• Track all candidates and opportunities in Applicant Tracking System
• Coordinate scheduling of interview, starts, etc
• Onboard new consultants per DSI Onboarding Guidelines
• Coordinate background checks and drug screens as required
• Keep current with DSI "candidate touch programs" and "client touch programs"
• Any other related and agreed upon service delivery activities that may arise

Service Delivery Manager With French Resume Examples & Samples

• Minimum 5 years of experience in business
• Experience in managing the relationship with customer
• Effective communication and drive to management

Service Delivery Manager of Mobile Devices Resume Examples & Samples

• Point of contact for mobile device hardware within IT services
• Annual financial planning and management for mobile device hardware
• Authorise and approve in country spend on mobile hardware, repairs and supplies
• Service Management reporting (reporting on assets, budget, device landscape)
• Development of standards and best practices for mobile device hardware
• Develop and implement technology roadmaps, outlining release evolution for iOS and Android platforms
• Driving adoption of Mobile Device Management
• Channel business requests for new features or changes to MDM service or policies
• Mobile device security and compliance
• Escalation and management of incidents with key technology suppliers
• Working with device vendors to understand roadmaps, secure supply chain and best pricing
• Knowledge of Mobile Device Management technologies such as XenMobile, AirWatch or MobileIron
• Knowledge of Android for Work, Samsung Knox, Apple DEP
• Good numerate/mathematical ability
• Ability to build relationships across several technology teams and vendors, to establish a network of critical stakeholders allowing the delivery of projects
• Willingness to learn and quick to adapt to changing requirements
• Proactive approach to identifying issues and presenting solutions and options
• Ability to act independently
• Flexible to multiple demands with the ability to shift priorities as required
• Capable of managing small to midsize projects and leading sub-teams on large projects
• Excellent Excel skills to provide executive reporting along with supporting details when required
• English language skills – excellent written and verbal
• Strong interpersonal, client service, communication, and organizations and project management skills
• Keen eye for details
• Ability to create and deliver presentations as necessary
• Solid research and analytical skills
• Ability to construct professional quality documentation
• Minimum of 5 years IT related experience
• Experience of working within multi-location teams
• Experience of leading small teams in project delivery
• Extensive knowledge of IT operations

Desktop Service Delivery Manager Resume Examples & Samples

• Plans, organizes and directs the operational activities of the Business Technology Services (BTS) Desktop contract. Provides direction, sets priorities and manages the work priorities based on queue workload for the Desktop team. Develops and reviews KPI’s, SLA’s and Performance/Quality Metrics. Formulates departmental goals and objectives, establishes priorities, and implements departmental policies and procedures
• Acts as the primary interface for the various BTS functional teams regarding deployments, issue escalations and level 2 issue resolution. Provides escalations to tier 3 support organizations, communicates status of escalated issues to Sr. management and to external client community as appropriate. Tracks and documents progress of assigned incidents and provides support for core business applications for both local and remote computer users across LPL landscape and affiliated entities
• Analyzes the performance of Desktop activities and documented resolutions, identifies opportunities for improvement, and delivers solutions to enhance quality of service to our client community. Tracks and analyzes trends in Help Desk incidents and requests and makes process improvements to proactively address future breakdowns. Utilizes all of this information to set strategic roadmap for Desktop and drive team to delivery
• Ensures Desktop incidents and requests are completed in a timely manner, including follow up and status reporting until issue is resolved. Evaluate and select appropriate tools and technologies to maximize service delivery, quality and efficiency. Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
• Provide DPM with single point of contact and be the advocate between Service Delivery and the DPM/PE/Customer
• Assist with management of costs including annual DOU/interlock plan negotiations between service delivery and the DPM
• Contribute to positive customer satisfaction and customer relationship
• Manage delivering to contract performance standards and client measurements
• Drive/Manage service quality and improvement of service delivery processes
• Participate in the (O)/U cost/recovery management with the DPM/PE
• Manage and coordinate problem and change across the delivery organisation
• Continually identify ways to reduce costs delivering the services and improve service
• Deliver on service commitments
• As directed by the DPM, drive/manage subcontractors/third party providers
• Participate in Technical proposal preparation and submit to DPM for review and approval
• Understand customer requirements and business opportunity/requirement identification, guidance, support and closure
• Provide technical support and participate in the Change Control Board and/or change control process
• Provide account leadership/direction and technical support
• Participate in the response to RFS’s on behalf of the delivery organization
• Drive/participate and coordinate audit readiness and GSD331 compliance
• Drive/participate and coordinate crisis management
• At least 4 years experience in Service Delivery Management
• Strong track record of managing customer relationships and maintaining operational relationships
• Proven ability to manage operational incident resolution whilst providing key stakeholder written & verbal updates
• Demonstrated proficiency in presentation skills, (written, verbal and inter-personal)
• Demonstrated high level technical understanding of IT web applications, infrastructure development and end-to-end-user systems
• P3OR (Portfolio, Programme and Project Office) - Practitioner (preferable)
• Agile/SCRUM (preferable)
• MBA (preferable)
• Experience with Digital Transformation (preferable)

SAP Basis Service Delivery Manager Resume Examples & Samples

• Accept the delivered Mercury solution from the Program and provide integrated, seamless functional and technical support
• Lead and guide AMS teams while managing all the efforts related to day-to-day SAP activities. Provide operational and project support, and administration of multiple SAP landscapes
• Perform root-cause-analysis, as well as performance management and optimization of SAP Netweaver ECC, CRM SRM, BW , CPM , GRC CLM systems
• Ensure the SAP based systems operate reliably and efficiently in a secure environment. This includes assisting with the configuration and maintenance of High Availability and Disaster Recover SAP solutions
• Production support work keeping a focus on hitting key project milestones
• Ensure the adherence of standards And SAP best practices
• Maintain daily contact with SAP Basis team regarding work progress
• Complete quality documentation for the SAP environments
• Liaise with the functional SAP experts and business teams in order to assist with the ongoing production support of SAP systems
• Provide support for other application and services as requested by the SAP Basis team leader. Contribute as possible where the area is outside of the job holder’s technical expertise
• Responsibility for the support of the core, integrated applications in the relevant area of the Mercury solution
• Responsibility for the support and proactive monitoring core SAP applications, performace, installation, break fixes and change requests per business support requirements
• Researching complex application/System integration issues with functional teams; examine integration between various systems (SAP and non-SAP) for inconsistencies
• Utilizing knowledge of defined reference architectures, technology trends and implementation experience in order to translate business requirements into a systems and land scape solution blueprint that represents an end-to-end technical solution
• Input to the definition of the solution road map, integrating multiple disparate processes, and addressing short and long term organizational needs
• Creation of detailed solution documentation and presentations
• Leveraging standard processes and architecting innovative solutions for timely execution within the agreed time lines and the cost
• Day-to-day maintenance of production application systems
• Participating in Disaster Recovery testing to help ensure business continuity
• Ensures that changes to SAP are delivered in line with the business standards in terms of development and testing
• Ensures that changes to dependent applications are viable in SAP and do not cause a detrimental impact to production
• Retains in-house technical knowledge to validate and where appropriate challenge technical solutions and the associated cost hen delivered by external vendors
• System Solution design/Architectire for integrating SAP products, identifying potential gaps and identifying possible solutions for bridging these gaps
• Performance tuning of the integrated systems solution architecture
• Leading activities during upgrades and major releases with multiple stakeholders, working with change and relase management team
• Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered via the MSSC
• Receives direction rather than supervision on strategy and operation. Supervises other junior Basis resources
• Excellent technical understanding of SAP with a minimum of 8 years of experience in BASIS support
• 5+ SAP full life-cycle implementations including post Go-Live support. Basis leadership experience is necssary 2 years of production support experience in SAP BASIS Administration is esssential
• Detailed technical experience in SAP BASIS
• Experience with RunSAP methodology
• Experience developing technical documentation
• Proven track record of successful delivery of SAP projects
• Experience with MS-SQL server based SAP systems
• Knowledge and experience of SAP System Landscape Designs
• Experience with N, N+1 landscapes and their use
• E2E-100 / E2E-200 root-cause-analysis experience is a plus
• Prior MS-SQL Server DBA or any DBA experience is a plus point
• Analytically minded and methodical problem solver
• Proven track record in evaluation / recommendation of new SAP system components, solutions, releases, or upgrades
• Excellent customer service, written and oral communication and interpersonal skills
• Good understanding of structured project management techniques
• ITIL certified a plus
• Experience working within a multi-cultural environment
• Fluent in English with other spoken languages a plus
• In-depth knowledge of the relevant functional area: Procurement, Finance, Engagement Management
• Operating system (UNIX / Windows)
• Databases (Oracle, SQL Server)
• Bachelor’s degree in Computer Science, Business, Finance, Logistics, or other related discipline or equivalent experience
• 8 to 10 years of SAP implementation and experience
• Minimum 3 to 5 years of Basis Lead experience is a must
• Production support experience is essential
• Drive daily cadence of operational execution, resolve exceptions, and coordinate activities between consumer facing call center and back end repair operation
• Establish supplier performance metrics and communicate and resolve issues
• Provide a clear signal of capacity requirements to repair suppliers
• Ensure service readiness for new product and service launches
• Develop a supplier scorecard and facilitate monthly and quarterly business reviews
• 7+ years experience with Bachelor's degree in business administration, supply chain, finance or related field preferred
• Direct operations management experience in repair or supply chain
• Technical knowledge of cell phone products and reverse logistics process
• Forecasting methodology and demand supply/supply alignment
• Analytic and continuous improvement methodology skills (e.g. Six Sigma)
• The job requires the candidate to manage all day-to-day operations for the Client’s benefits administration, as well as perform specified administration procedures
• Provide oversight and support to the offshore administration team
• The candidate will interact with the client frequently, resolve all issues, and act as the subject-matter expert for all plan provisions and administration procedures
• Manage day to day administration procedures
• Provide support and oversight to offshore administration team. Monitor daily activities and case management
• Implement new procedures when requested by client
• Resolve all participant issues and follow-up with client
• Perform some day-to-day administration procedures – some processes are manual
• Manage work log and communicate regularly to client
• Test and validate new systems and procedures
• At least 3 years of experience in Health and Welfare benefits administration, required
• Level of experience in client management and benefits administration or customer service or call center required – at least 3 years
• Candidate must have strong client management skills and strong work management skill
• The role requires attention to detail, critical thinking, ability to plan strategically, and strong problem-solving capability
• MS Excel and Word - Intermediate level, required
• MS PowerPoint, preferred
• Drives Corporate Social Responsibility initiatives, promoting a culture of sustainability in the workplace
• Ensures commitment to compliance with health and safety policies and procedures to maintain a positive, healthy, and safe workplace
• Appreciates the strengths, insights and ideas of all individuals and advocating for the value of diversity
• Position supports selection of optimal data elements to meet business requirements and improve processes and documentation for BACARDI, the Authorized Data Source (ADS) for regulatory Credit Card Lending data. Incumbent will collaborate with business and technical partners to assist in the delivery of data solutions that enable ADS adoption and deliver required information for prioritized data supply chains
• Assist in creating data management documentation (lineage, metadata, data quality rules & controls) that evidence compliance with Enterprise Data Management Standards
• Analyze root cause and remediation solutions for data quality problems and data gaps
• Assist in requirements gathering, prioritizing changes and testing for key projects that involve new and existing data sources
• Engages with business partners ensure governance and oversight of data quality controls for prioritized supply chain data. Manages data domain governance to ensure transparency and communication of Enterprise Data Management (EDM) Standards and manages the adherence plans to ensure compliance with standards. Actively build out and maintain the data domain model for which they are accountable for. Ability to manage multiple deliverables at the same time. May manage in a matrix environment to achieve process or project objectives
• This role will be part of the Consumer Bank Data Management team with focus on compliance of Enterprise Data Management Standards. Position requires ability to communicate clearly and concisely with senior leaders. Incumbent will interact heavily with technology partners and line of business
• This position will interact with business users as well as technology, change management, audit/compliance, learning and communication partners, senior leaders. The ability to influence and lead diverse groups is a key factor for success in this role. Strong individual contributor, self-managed and able to work independently or with a team
• 5+ years Experience in Credit Card Lending systems, data flows and product life cycle
• 1+ years of Experience in Data Management and EDM Standards
• Knowledge of bank financial and regulatory reporting processes
• Strong analytical skills & data analysis experience
• Strong communication and presentation skills; able to target messaging to different audiences
• Ability to navigate enterprise, research and resource information across the bank
• Ability to work independently – set and manage plans, achieve results
• Demonstrated ability to drive action and sustain momentum / results-oriented
• Strong ability to establish relationships with partners and peers across teams in order to achieve optimal results
• Strong ability to influence and lead diverse groups to achieve desired results
• SAS/ Data Analytics
• Working knowledge of MetaPortal and other Consumer Bank Data Management tools and processes
• Consulting or change management experience
• Six Sigma – Green Belt certified
• Project Management skills
• Work with the APAC regional stakeholders with a view to improve on project delivery, and contribute to general continuous service improvement plans. This is a very collaborative environment and the ability to participate willingly and constructively is a must for success in this role
• Understand project management methodologies and deliver on all projects; BAU or ad-hoc. Be able to prioritize and deliver accordingly
• Liaise with global and regional stakeholders to understand requirements and guide teams accordingly
• Be able to forecast financial and resource requirements for new initiatives and plan resource allocations appropriately
• Take a proactive approach to risk management and be the APC EUS representative to gather all risk & control related projects and initiatives
• Focus on cost avoidance and cost controls
• Very effective stakeholder management
• 10+ years experience preferably in the financial industry or other multinational industries with a focus on “End Use Systems’ and infrastructure management
• Strong understanding of technology platforms and methodologies such as VMWare, Citrix, Remote Access and collaboration technologies
• Experience in managing cross-departmental delivery and the flexibility to influence people at a variety of levels internally and externally. Ability to motivate teams to go above and beyond expectations
• Strong written and oral communication skills and the ability to interact with senior executives
• Strong analytical and problem solving, decision making and relationship building skills
• Experience with internal and external audit management
• Prior exposure to regulatory circulars and audits is a plus
• Ability to understand control functions and measure extent of risk in the environment, work with information security, control functions and other SMEs to improve processes
• Proven track record in departmental management and implementation within a large scale environment
• Develop and manage plans to address program/project strengths, weaknesses, opportunities and threats
• Direct supervision provided by an experienced Program Leader or Service Delivery Manager/Team Leader; frequency on a weekly or as needed basis
• Mastery of program/project management methodology, tools and templates (includes program/project planning, schedule development, scope management and cost management)
• Extensive experience in a corporate IT environment
• Other relevant experience in a related technical field (application development, deployment/implementation and infrastructure)
• Enhance the existing codebase to include the new reports and changes needed as necessary to fullfill the CRs
• You will analyze, design, enhance and maintain the Oracle & ETL based CRs
• You will be responsible for managing deployment of solution across multiple (11-13) environments
• Administrate plans, risk handling, resolving issues and is accountable for the MS delivery
• Responsible for ensuring the contractual SLAs are met across the Program
• Generate operational reports including production status, risk analysis, issues and action logs
• Perform activities related to scheduling of operational change implementation, and partner migrations
• Lead stakeholder operational MOP, technical review, coordination calls, creating and disseminating key governance agendas, minutes, and communications with the customer organization and internal stake holders
• Actively participate in improvement initiatives and alignment discussions
• Facilitate escalation meetings with various stakeholders, working level and process-related change control meetings
• Ensures compliance with customer, delivery and working level agreements
• Understand and assure quality standards are met on assigned deliverables
• Possess strong understanding of MSTOP methods and processes
• Assess and implement improvement plans to enhance operational performance and quality to enhance customer experience
• Coach and drive the technical team towards day to day activities
• Work with offshore team to drive the technical initiatives & challenges
• Strong leadership within the team and across the organization
• Ability to work with the customer and maintain good customer relationship
• Must have min 10+ years’ experience of Service Delivery Management
• Preferable -Telco BSS (Billing, Order Management, Customer Care, Provisioning) domain knowledge
• Must have Understanding of ETL & Data Warehousing methods and technologies
• Must be based out of Bellevue
• University Degree in Engineering, IT or Computer Science
• Demonstrated strong leadership, problem solving and negotiation skills
• Excellent communication skills; including oral, written and presentations
• Strong customer orientation, excellent collaboration and conflict management skills
• A strong business minded consultative approach with focus on profitability, margin, and efficiency
• Takes a logical and orderly approach to analyzing problems, organizing work and planning actions
• Consistent track record of meeting objectives and following through on commitments

Service Delivery Manager, Mobility Resume Examples & Samples

• Plans, organizes and directs the operational activities of the Business Technology Services (BTS) Mobility contract. Provides direction, sets priorities and manages the work priorities based on queue workload for the team. Develops and reviews KPI’s, SLA’s and Performance/Quality Metrics. Formulates departmental goals and objectives, establishes priorities, and implements departmental policies and procedures
• Analyzes the performance of Mobility activities and documented resolutions, identifies opportunities for improvement, and delivers solutions to enhance quality of service to our client community. Tracks and analyzes trends in Help Desk incidents and requests and makes process improvements to proactively address future breakdowns. Utilizes all of this information to set strategic roadmap for Mobility and drive team to delivery
• Ensures incidents and requests are completed in a timely manner, including follow up and status reporting until issue is resolved. Evaluate and select appropriate tools and technologies to maximize service delivery, quality and efficiency. Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
• Manages the financial aspect of the Mobility tower. Works to review current expenditures and optimizes line usage to reduce costs

Senior Desktop Service Delivery Manager Resume Examples & Samples

• Educated to Degree level or above
• 7+ years IT experience, preferably within the financial services sector
• Proven record of ownership and accountability with evidence of successful delivery
• In excess of 5 years demonstrated experience at a management level, being able to articulate proven staff development and growth success
• Working experience in a senior influential role with non-direct reporting staff
• Experience in managing Helpdesks, Desktop and Application Operate Support teams
• Strong communication skills to create and maintain people relationships
• Ability to communicate across cultures, management styles, and at multiple organization levels
• Able to build a cohesive and effective team regardless of physical location and cultural background of team members
• Comfortable working independently
• Ability to make sound judgments and operate under pressure

Service Delivery Manager / Senior Ops Manager Resume Examples & Samples

• Lead all of the customer-facing functions across the program
• Manage to departmental cost/expense responsibilities and provide input into the budget and forecast process
• Ensure that all performance standards are met and that a high level of customer service is provided to all internal and external customers
• Coach, develop and lead direct reports in all areas of people management activity
• Work closely with vendors/subcontractors to ensure that quality standards are met
• Interact with development staff to work issues and develop new processes to improve workflow and program performance
• Drive continuous improvements (e.g., web chat, scanning, etc.) to departmental processes to increase productivity, optimize the customer experience, and reduce costs and risks through innovation, operational, and technological enhancements. Observe and evaluate existing processes and then make the necessary changes and adjustments to achieve greater efficiency and success
• Build a culture of excellence and exceptional customer service. Promote and champion team spirit, morale and engagement through employee recognition and effective communication
• Develop, track and monitor key Customer Service metrics to manage the organization effectively
• Establish and develop relationships with key stakeholders across the program and with our client Project Manager
• Monitor customer escalations, issue trends and workload forecasting
• Ensure excellent communication to help foster a customer-centric operation
• Identify opportunities for additional revenue by gaining a thorough understanding of the client business needs and assist with developing proposals for such opportunities
• Some domestic travel may be required to meet with clients, vendors, and subcontractors
• This individual must have the proven ability to manage a large staff of at least 140+ employees in a fast-paced, dynamic environment and have strong communication and customer service skills
• Shall have served in a similar role for a minimum of six (6) years, with three (3) years in the toll industry where service is delivered in a high volume electronic toll collection environment
• Experience in large scale program and project management, coordination of services subcontractors’ activities to meet scope, schedule and budget
• Ability to make operational decisions in a fast paced, high stress environment
• Ability to remain calm and exercise tact and diplomacy in researching and resolving customer complaints and in dealing with employees
• Ability to work independently with limited management supervision
• Demonstrate strong organizational, multi-tasking and interpersonal communication skills along with proven negotiation and client relationship skills
• The individual in this position must have strong analytical and verbal/written communication skills. They must be detail oriented and must be proficient in all areas of customer service. Strong inter-personal skills are required to be successful in this role
• Experience in communicating and working with clients
• 3- 5 years of call center management
• 5-10 years’ experience with customer care, preferably through inbound call centers
• This management position requires strong technical, communication and management skills and extensive experience in managing the operations of a business
• Certifications in HDI, ITIL, Six Sigma preferred
• Ability to facilitate negotiation and build consensus amongst competing parties, ultimately driving teams to decision
• Strong oral and written communications skills with the ability to effectively communicate at multiple levels within the organization
• Communicates effectively with business and clients to identify needs and evaluate alternative technical solutions and strategies
• Bachelor of Science degree or equivalent work experience
• 5 years’ experience managing and/or directing an IT team
• Proven experience in IT infrastructure strategic planning and development, project management, and policy development
• Knowledge of business theory, business processes, management, budgeting, and business office operations
• In-depth knowledge of applicable laws and regulations as they relate to IT
• Strong understanding of human resource management principles, practices, and procedures
• Strong analytical and interpretive skills
• Excellent interpersonal skills
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated, self-directed, and attentive to detail

Engineer Lead Service Delivery Manager Resume Examples & Samples

• Partnership Meeting - The Service Delivery Partnership series provides an engaged forum between AD and infrastructure teams to discuss trends, issues, and key initiatives related to applications / platforms within the tower and share information (participants: AD, SD, HASR, CDM, monitoring, SLM, DBA, PMO)
• Service Delivery Deck - The Service Delivery Deck is produced on a monthly basis and includes KPIs, key messages, and scorecards regarding application health, incidents and change management, as well as infrastructure service quality; formal review held with CTO and CTO-1 members
• Trend Analysis - Service Delivery encompasses ensuring that we meet our business and IS goals for delivering technology-based services, including: applications, infrastructure, and day-to-day operations. Lead will monitor KPI’s and trending across all infrastructure scorecards and other relevant metrics (CAF, incident, change management, etc.) and provide metric-based recommendations on areas of improvement in the Service Delivery Deck and Partnership meetings
• Relationship Management – Lead is expected to work side-by-side with their Sr. technology, Emerging Payments, and GTI counterparts; their input and leadership are seen by senior levels in the business units
• Accountable for the day to day operational service levels, problem resolution, RCA’s completed and implemented and adherence to technology standards. Accountable for all changes to the production infrastructure and application. Responsible for ensuring technology service are prioritized, managed and supported for respective technology assets/business functions
• Production Change Quality Adherence – Engineer Lead is responsible for assessing change impact and quality across the production environment. Responsibilities include reviewing cross impacts, emergency / expedited ITSMs, and quality of event planning deliverables
• Daily Production Calls - Lead attends daily CCB and Digital production status calls, review incident details, RCA action items, and provides feedback for items affecting Emerging Payments
• RCA Adherence - Lead participate in root cause analysis reviews, engage stakeholders, support non-P1 RCAs, and ensure action items / deliverables are completed by planned dates
• CAF (Critical Application Framework) - The CAF status is reviewed by the Engineering Lead on a monthly basis; trends are reported to AD teams, action items / plans identified to improve score, and relevant infrastructure, AD, and GTI teams are engaged
• Champions process improvements to reduce customer impacts, improve system availability/resiliency, monitoring capabilities change success and cost efficiencies. Responsible for maintaining infrastructure hygiene (environment consistency, HW & SW EOS / EOL upgrades, patching and reboot schedule)
• Service Level Initiatives / KPIs – Lead will actively identify and drive service level improvements across infrastructure service functions and track / report KPIs in those areas
• Hygiene / PLM – Lead will actively review hygiene scores in both maturity scorecards and CAF in order to assist AD and production support teams with planning and scheduling patch and reboot maintenance windows
• Performance and SLM – Lead will ensure performance test plans and execution prove out SLM guidelines
• Responsible for the total cost of ownership and financial forecast of the infrastructure growth, investment or retirement. Champions Emerging Payments / GTI initiatives to reduce or improve TCO annually within their AD tower
• TCO Opportunities – Lead will work with AD and Solutions Architecture teams to analyze TCO data, identify opportunities for improvement, and provide recommendations
• Ensures business and technology initiatives are planned and executed to meet our business and IT objectives. This includes actively defining and assisting in the Book of Work and 18 month roadmaps
• Interlock Meetings - Interlock meetings bring together AD, Digital, and GTI teams on a quarterly basis to discuss roadmaps and align plans across teams
• Business and Infrastructure Roadmaps - Align Business and Technology 18 month roadmaps to ensure infrastructure and application investments and lifecycle maintenance meets our Business and IT goals, growth volumes and transactional SLA‘s
• 7+ years of Operational Support experience, preferably in the service delivery space
• Self-motivated leader – posses a strong sense of self and purpose; assesses a situation, prioritizes requirements, and then engages relevant teams to drive work to completion without daily reassurances
• Experience / expertise with
• 5 + years of IT Service delivery Management experience
• 7+ years supporting applications in various roles (Operations, Production support, AD, Infrastructure, etc.)
• Experience with JPMC SLA/SLOs and policies
• Experience with applications development - related processes and lifecycle methodologies
• Experience or familiarity with different risk and security aspects of applications
• Exceptional written and verbal skills
• Experience with evolving payment ecosystems
• Prior experience with tokenization, digital wallet, and EMV standards
• Working in partnership with other service providers and managing the vendor collaborations
• Proactively offering services to enable the client's community to more effectively manage their personal computing environment
• Collaborating with IT management and colleagues to plan and deliver effective IT services for Analytics and Application Management Services
• Performing management functions including budgeting, contract negotiations, financial and service delivery reporting
• Leveraging existing capabilities and adding more value and growth to the account with new opportunities
• Stakeholder Management
• Versed in Service Delivery
• Contracts Management
• Experience with E&U clients in Western Australia is a plus
• Metering & Billing experience with clients

Infrastructure Service Delivery Manager Resume Examples & Samples

• Working with Financial analysts across the globe to understand the global CTI recovery model, monthly charge-outs, recoveries and EBIT position
• Develop working relationship with CTI operations and project delivery groups to understand inventory tracking and control for financial trend reporting and forecasting
• Work with the business on financial tracking mechanisms and trend reporting in order to drive appropriate forecasting and impact customer behaviour and demand
• Perform benchmarking, both internally and externally, on behalf of the customer
• Substantial financial and accounting experience in financial services and /or high-tech environment
• Ability to incorporate current and upcoming business initiatives into quantifiable and relevant financial impacts within short and long term financial plans
• Pinpoint variances between forecasts and results on month and quarter ends across the business. Work with support teams to determine the origin of variances. Communicate potential risks and opportunities
• Increase transparency of operating expenses drivers by requiring enhanced accountability of individual business groups
• Able to analyze results versus forecast/ plans by using and developing metrics and ad-hoc analysis to determine variances and future trends
• Bachelor’s Degree, with 8+ years’ experience in a financial analysis role preferred
• Any post graduate or professional qualifications a plus. Any technical coursework/qualifications also a plus
• Candidate needs to be able to work independently, have a strong ability to multi-task to meet tight deadlines, and have excellent communications and interpersonal skills

Payroll Service Delivery Manager Resume Examples & Samples

• Oversee Payroll & Benefits processes to ensure high compliance is relevant with legal and GE policy requirements
• Drive a culture of service excellence within the team; promote “Best in Class” customer service
• Proactively identify areas for improvement within assigned processes
• Work closely with lean leader & cross-functional teams to implement effective solutions and promote a lean culture
• Measure end-customer satisfaction
• Develop action plan to mitigate operational risks or resolve escalated issues
• Leverage metrics to identify trends or problems to maintain and improve performance levels
• Develop strong working relationships within the HR community to ensure effective communication proactive identification of requirements and service issues, including follow-up on complaints
• Ensure teams are aligned and relevant skills are in place to deliver on organizational strategy
• Manage and support large projects
• Develop and manage the ongoing advancement of the team (local and offshore), including strong development plans
• Drive strong performance management in the team through clear expectations, performance appraisals, and feedback
• Champion training and induction processes for new team members and role changes
• Coordinate and implement training to effectively meet team needs
• Drive GE’s high standards of ethics and compliance within the team
• Drive and enhance employee engagement
• Bachelors degree from an accredited university or college (or a high school diploma/GED or equivalent)
• 6 + years of experience in customer service & operations
• Payroll experience is an asset
• 10+ years experience managing people
• Minimum 2 years shared services experience, with a broad understanding of Lean Management Systems, process improvement principles and metrics

Senior Professional Service Delivery Manager Resume Examples & Samples

• Provides project leadership and oversight of large scale, complex solution implementations for customers of the Global Professional Services (GPS) business; requires frequent interaction with Product Development Team, Commercial Team, Customers, Solution Providers (Integrators), and other cross-functional teams
• Scope Management: Leads the project team in effectively controlling project scope of work, using tools for charter development, contract management, and change control
• Planning and Scheduling
• Assists in developing the project approach and leads the effort to model this approach in the project schedule. Ensures that high-quality integrated planning is performed for all facets of the project life cycle
• Performs schedule analysis to establish work priorities, critical path planning, and risk management
• Drive business development and opportunity pipeline
• Provide support for pre-sales activity, working closely with Sales team, supporting opportunity development and the securing of orders
• Aggressively drive initiatives that result in repeatable, rapidly deployable and prescriptive solutions
• Manage dynamic resource allocation, including contract consultants, to maximize effective utilization of resources, ensure project success, and deliver high quality solutions with effective billable utilization
• Financial Management: Forecasts, manages, and delivers against project revenue/cost plan. Works closely with Operations and Finance teams to ensure accurate and transparent project financial accounting
• Project Performance Management: Ensures that relevant cost, schedule, and technical performance metrics are instituted at all levels in the project
• Project Reporting: Proactively tracks and reports on project progress against schedule, technical delivery milestones, and revenue commitments
• Manages and reports on adjustments to scope, schedule, cost, and issues
• Change Management: Drives scope control through formal change management methods
• Assists the project team in defining, understanding, and maintaining scope. Assists in the preparation, submission and negotiation of change of scope proposals. Incorporates approved/negotiated changes into the project plan
• Initiates processes to evaluate, capture, and apply best practices and lessons learned driving implementation cycle-time improvements
• Coordinates and leads progress meetings with customer and business leadership
• Effectively applies GE Digital execution methodology and enforces project standards
• Minimizes GE Digital exposure and risk on project
• Bachelor Degree or equivalent experience in engineering or computer science
• 15+ years in industrial software services functions, with minimum of 10 years in a customer-facing project leadership role
• Demonstrated customer management skills
• Strong business acumen; able to fully understand the mission and scope of the business equation
• Exposure to enterprise-level large-scale applications and deployment
• Strong presentation and facilitation skills, and ability to present at all levels for the organization
• Strong spoken and written English language
• Ability and availability to travel up to 50%
• Master degree in engineering discipline, computer science, MBA, or related field of study
• Experience working in an IT environment or organization
• Project Management - PMI PMP certification
• Strong skills in the use of software business tools (e.g. project management software, spreadsheets, reporting packages, word processing and presentation software)
• Strong exposure to MES technologies, including automated data collection, visualization, quality and efficiency in manufacturing, SCADA, automated decision control, workflow, database applications, scheduling, and interface to ERP systems
• Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans
• Assume management responsibility and delivery for your teams
• Consult with Technical Support Services (TSS) representatives in Europe
• Assist in implementation of centre wide objectives
• Creates business policies and operational guidelines
• Resolves service and team/employee issues and sets long term plans
• Responsible for delivery of highly visible services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives
• Responsible for providing direction to your team employees, to positively promote your employees and help drive their career aspirations
• Flexibility and willingness to travel to different locations
• To ensure all controls implemented are adhered to
• To assume additional Responsibilities as assigned
• Communicate general direction for Deloitte Managed Services, achievements, and the capabilities that are possible from the firm
• Conduct internal & external kickoffs
• Coordinate with Implementation leads to align with project schedule to ensure key Managed Services milestones built into plan including resources, environment availability dates, transition plan, performance testing, etc
• Secure client approval concerning activities & timing
• Participate in project steering committee and/or project status meetings during implementations
• Manage escalations for Managed Services related matters during client lifecycle
• Periodic client reviews (provide related delivery reports, ensure SLAs are being maintained and escalate where necessary)
• Facilitate transition to Managed Services
• Work with client to proactively plan changes
• Understand new solution releases, specific benefits to client and work with team to position opportunities related to upgrade
• Oversee Managed Services engagement financials (validate billings, invoice issues, collections)
• Good working knowledge of software programs Minitab, Microsoft Word, PowerPoint, Excel, and Project
• Strong organizational skills with a demonstrated ability to proactively take initiative and complete tasks in a timely manner
• Excellent oral/written communication skills
• Good problem solving skills, analytical and statistical problem solving tools
• Strong teamwork and interpersonal communication skills with the ability to work well with both technical and non-technical personnel, and influence the direction of projects
• Broad business knowledge and ability to link client needs with business processes
• Ability to work independently and with all levels of managers, associates, and clients
• Strong coaching and facilitation skills
• Minimum of 50% travel is required
• Drive/ manage service quality, performance - own service quality for service provided by the delivery organization
• Plans, facilitates & coordinates service improvement measures (SIPs)
• Participate in technical proposal preparation and submit to Global DPE/Sr DPE/Customer for review and approval
• Drives productivity in coordination with service lines
• Continually identify ways to reduce cost delivering the services and improve service
• Client Satisfaction for Service Delivery
• Understand client requirements, business opportunity identification, guidance, support and closure
• Own service quality for service provided by the delivery organization
• Ensure continuous communication & coordination with client
• Device action plan based on CSAT report
• Ensure positive client satisfaction and client relationship is maintained for service delivery
• Single point of contact for service delivery for all Service lines/Technology
• Manage all delivery communications with sending geo and end customer
• Ensure relevant governance /interlock with Sending Geo and technical service lines
• Client Facing Exposure and Strong Relationship Management skills are a must
• Authoring SOW, Periodic review & updates through Change Process
• Strong technology understanding with Infrastructure background - Must
• ITIL Certified – Mandatory
• Experience in handling Unix and Windows environment or Storage/ Back-up recovery or Middleware environment
• Data center management and data center support experience
• Understanding of working with mission critical setup working with global clients
• Strong communication skills, as well as ability to present to the senior leadership team

Manager MCS Service Delivery Manager Resume Examples & Samples

• Work closely with the Client Director and relevant internal functions within HDS (CS&S, GSC, GSS, SOC, Sales account teams and MCS Business Unit) to ensure all resources are assigned and effectively utilised
• Act as the operational Management contact and escalation point in relation to delivery of all MCS Services at assigned Customer site(s)
• Work closely with the Client Director as well as other HDS departments (i.e. CS&S, GSS and Finance/Business Ops) and Customer to ensure accurate and effective delivery of all contracted SLAs and development of a continuous Service Improvement Plan
• Continually develop personal skills and experience
• Maintain up to date knowledge of all core Hitachi Data Systems products and services
• Take advantage of all types of available education material to broaden skills and develop agreed areas of specialisation
• Co-ordinate HDS service delivery to one or more customers assigned by management
• Act as the customers’ primary contact point in relation to our service delivery
• Manage the implementation of additional hardware and software
• Manage the resolution of incidents
• Identify and address proactively any issues impacting the effectiveness of HDS support or putting at risk the customers’ service availability
• Preventive maintenance of installed base incl. Microcode level
• Manage completion of preventive maintenance and provision of engineering changes and software updates
• Manage timely delivery of all other services contracted from HDS
• Manage the resolution of all incidents relating to the HDS supported infrastructure (again, see below for specific responsibilities)
• Applies ITIL best practices for Project Management and Change Management
• Coordinate the activities of third-parties supporting HDS at the customer
• Maintain regular customer service review meetings
• Take advantage of all types of available education material to broaden skills and develop agreed areas of specialization
• Facilitates and maintains access of client or site specific obligations related to process, safety, and other policies as required for BU resources in all geographies
• Project Activity - Inform BU of projects and opportunities as Regional/Enterprise Sales teams work through the Commercial deal cycle
• Finance Operations - Contract billing queries

Health Regional Service Delivery Manager Resume Examples & Samples

• Being the primary voice of the Customer for all issues, feedback, suggestions back into the UKI HCLS operations leadership team
• Works collaboratively with AGM to foster strong working relationships
• Provides line management, leadership, and coaching to the SDM team in line with CSC’s CLEAR values, vision and industry goals
• Builds effective strategies and drives plan to improve SLA and Customer Satisfactionacross the region
• Service Delivery includes all touchpoints of delivery to the Customer, including Sales (e.g. quotes provided on time), Delivery (e.g. schedule, scope, quality), Production Support (e.g. KPIs)
• Working collaboratively with the SDM to identify, prioritise, agree a way forward to address key Customer’s feedback – escalate where necessary – ensuring appropriate transparency back to the Customer to manage expectations through our Service Improvement Plans and Delivery Improvement Plans
• Maintaining an E2E view of all key communications to/from re: the delivery to ensure Customer expectations are managed appropriately
• Building a deeper understanding of the motivation and drivers behind the Customers behaviours, activities, and feedback with the SDM
• Using this information to support SDM to identify new opportunities for growth or insight on how to improve our overall E2E delivery
• Bringing a richer context to our delivery organisations so that they understand the Customer’s drivers which may influence how we respond, improving Client empathy
• Ensuring that AGMs and CREs maintain the E2E relationship, driving SDM on delivery improvements, working collaboratively with the delivery teams
• Good interpersonal skills to interact with Customers and team members
• Dealing with Ambiguity
• Perseverance
• Negotiating

ATM Service Delivery Manager Resume Examples & Samples

• Proficient knowledge of banking center operations, banking center procedures, and the utilization of technology within the banking center environment
• Demonstrated results in designing/delivering initiatives in process improvements and customer satisfaction
• 5+ years of service delivery/account management experience, preferably with solutions within the financial industry; portfolio solutions and services
• 3+ years' experience with outside multi-vendors, including Cash In Transit
• 3+ years' direct customer facing experience
• 3+ years' experience using Microsoft Office, specifically Excel
• Readiness to travel 25% annually
• ITIL Foundation Certificate in IT Service Management

Field Networks Service Delivery Manager Resume Examples & Samples

• Strong understanding of telecoms for Oil and Gas production and drilling environments
• Strong background in technologies such as VSAT, Microwave, Fibre Optic networks
• Track record in coaching and influencing SDO Service Delivery teams and driving Continuous Service Improvement plans
• Experience in building Service Improvement Plans for SDOs to drive service quality
• Experience in RCA analysis and the need to drive technical reviews
• Experience in managing change within major infrastructure
• Understand operational requirements and their relationship to service design, limitations and constraints
• IT Life Cycle and IT Service Management Services
• Data Center Services including storage and server support
• Service Desk Services
• End User Services
• Converged Network Services
• Minimum 5-10 years of service delivery/account management experience, preferably with
• Leadership skills; strategic planning, direction, and execution
• Exceptional communications skills, both written and verbal
• Possess a strong sense of urgency with regard to customer satisfaction
• Ability to garner support and influence other internal /external organizations and work within
• You have in-depth non-discrimination testing experience and Form 5500 preparation experience
• You can review test results and efficiently gain understanding of a plan’s design
• You understand the Employee Plans Compliance Resolution System (EPCRS), and how to apply EPCRS rules to plan corrections
• You can discuss and explain complex regulatory topics with any audience, tailoring your delivery to the audience
• You can collaborate with clients to build consensus
• You take ownership of the client experience
• You can multitask client work, internal project work, and other responsibilities
• You have strong organization skills and keep detailed records of your work
• You can manage at-risk client relationships
• You can research topics independently and deliver solutions to complex regulatory issues
• Bachelor’s degree in computer science or a related discipline
• 8 years to 10 years Information Technology working experience in a wide range of technologies in service delivery role
• Prior work experience with a large enterprise
• Solid experience in managing service partners, external vendors and suppliers
• Team management experience with leadership qualities
• Familiar with ITIL service delivery fundamentals
• Exposure to BCP & Disaster Recovery planning & Implementation
• Solid hands\-on experience on problem solving across wide\-range of different infrastructure
• Excellent interpersonal skills and team player
• Efficient time management and able to handle multiple projects, problems and tasks concurrently
• Strong communication and written skills in English
• Manage a centralized team of process managers and BAs
• Create a vision and strategies for the future of Request Management at PNC and aggressively execute to deliver on those goals
• Partner with design and development peers to create a retail consumer-grade interface for ordering services
• Drive the replatforming of requests from antiquated platforms to the ServiceNow Platform
• Establish an end-to-end capability to rapidly build and support request processes of all levels of complexity
• Serve as the process owner for complex requests, including Employee Onboarding, Employee Transfers, and Employee Offboarding
• Partner with other IT Service Management (ITIL) process owners to achieve cross-process synergies
• Develop and execute against a strategic vision to continuously improve PNC’s Request Management practice
• Own, maintain, and enforce request management policy, procedure, and educational materials
• Strong customer focus and ability to act with a “Sense of Urgency” in building new capabilities
• Ability to drive quantitative and qualitative request analysis practice
• Experience leading centralized and/or matrixed teams
• Ability to effectively communicate with C-suite executives (written and oral)
• Skilled at managing organizations to quantifiably defined targets
• Capable of establishing a service vision and translating this into executable strategic initiatives
• Experience in a large, complex IT environment
• Strong risk management experience
• Experience with the ServiceNow ITSM platform
• ITIL/ITSM certification or training
• Experience in Financial Services industry
• Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework
• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions
• Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations
• Knowledge of and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency
• Ability to measure the quality and quantity of work effort for the purpose of improvement
• Knowledge of and ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service
• Knowledge of and ability to apply ITIL processes and standards for managing the provision of IT services in line with customer expectations
• Develops and cultivates effective relationship with business areas by keeping them informed about services and status of any upcoming service enhancements/retirements, understanding their business needs and acting as an as escalation point for service or customer satisfaction related issues
• In tandem with the Strategic Service Owner, defines and designs component based service architecture for assigned set of services. Creates a roadmap for continuous refinement of implemented services based on customer feedback. Identifies optimization opportunities and collaborates with Product Owner and Service Architect for designing and implementing service improvements
• Conducts portfolio analysis and create/enhance/retire assigned set of services in the Service Portfolio/Catalog as required. Monitors service levels against agreed upon SLAs, conducts periodic Service Performance Management activities for assigned list of services and influences Product Teams/ external Service providers to address service level breaches
• Defines and maintains total cost of ownership for each of the assigned services and collaborates with GTO- P& G Office and IT Financial Services Team to implement show back/charge back of costs. Provides applicable service costing & chargeback information to customers
• Engages with Senior Leadership to contribute to long term business plans and service strategy
• Ensures product teams are appropriately planning for on-hand capacity to meet forecasted demands
• Performs service related communication and change management activities as needed to keep customers and fulfillment teams aware and ready for service related changes
• Participates in CAB, Incident Management, Problem Management and other ITIL process related meetings as necessary and represent one or services
• Defines operational and executive reporting and communication requirements as necessary to support Service Management and Governance
• Participates in special projects and performs other duties as assigned
• Undergraduate degree in a related field or the equivalent combination of training and experience. Degree in computer science or computer engineering and/or a Master's degree preferred
• Minimum eight years of experience in specific technical specialty (Hardware, Operating Systems, Software Development, Telecommunications and Emerging Technologies). Broad IT experience preferred
• Exceptional conceptual, analysis, and problem solving skills
• Strong written and verbal communication skills, including presentation and influencing/negotiation skills
• Broad knowledge of the financial services industry preferred
• Strong understanding of Agile Software Development, Systems analysis and design techniques, Quality assurance methodology and Inspections, Technical standards and deliverables, Production acceptance (including elevations), data modeling, and related advanced development standards
• Expert knowledge of one or more IT platforms and products
• Expert Knowledge of ITIL, ITSM, Service Oriented Architecture, ITaaS, PaaS and IaaS
• ITIL v3 Expert Certification is preferred
• Build and manage a world-class service delivery team in your designated region including, but not limited to, Implementation Consulting and Integration Consulting
• Develop skills and competencies of team to ensure that the team is high performing, engaged and successful
• Collaborate with other global leaders to both contribute to and leverage standards, methodologies and resources to ensure consistent delivery of world-class service globally
• Manage client escalations within your regional portfolio of clients and serve as a senior point of contact for clients with critical escalations
• Manage project staffing and resource utilization including tracking and reporting of forecasts and actuals
• Track and report key metrics (including project status, project pipeline, utilization, revenue, client satisfaction, etc.) using a balanced scorecard to management as required
• Develop, document and implement operational processes associated with service delivery
• Serve as the Engagement/Program Manager for key clients as necessary
• Manage relationships and results for regional delivery partners
• B.A/B.S degree; MBA preferred
• Minimum of ten years of business process or professional services consulting and project/program management experience; experience in talent processes preferred
• Proven results in a consulting environment as a project/program lead
• Proven success in building, managing and developing high-performing teams
• Experience in business transformation and change management initiatives a strong plus
• Ability to deal with and resolve complex issues and work across teams and regions in order to solve such issues
• Minimum of five years of experience successfully selling and/or demonstrating software solutions including to the executive level
• Proven track record of exceeding individual and team sales quotas
• Field sales experience (pre-sales, sales engineering or direct sales) required; Experience selling HR-related software or services highly valued
• Advanced communication and presentation skills and excellent command of English language; Multi-lingual Asian language skills strongly valued
• Strong command of Microsoft Office and virtual meeting technologies such as Cisco WebEx
• Ability to travel within China, and occasionally to other regions
• Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds daily Operational Metrics against major floor operations deliverables
• Quality and delivery of prescribed customer experience by LOB
• Sales Conversion and Customer Issue Resolution
• Operational Efficiency through AHT
• Reduced operational expenses through execution of policy/procedure. (AEN's, Breakage, Coupon Utilization)
• Create innovative plans with vendors to drive and achieve revenue/quality targets through the integrated model
• Effectively support the Expedia Inc. vision of the Business to our vendor
• Lead calibration process with vendor Quality team and works with 3rd Party Quality vendor to ensure consistent Service Delivery
• Regularly review business performance and Customer/Agent feedback both formally and on a proactive ad-hoc basis with Service Delivery Leadership
• Participate in strategic planning to integrate vendor initiatives with overall business plan
• Promote excellence in vendor staff morale and ensure adherence to Expedia Inc. values internally and within our vendor work environment
• Execute on key initiatives as agreed with core operations & project team
• 2+ years of Operations management experience in dynamic customer care environment
• Need to understand large, shared-disk databases
• 2 or more years experience coordinating technical rollout projects
• 5 or more years as team lead or similar experience
• Experience with programming languages (e.g. Python, Java)
• Oracle database administration
• Linux system administration
• Software-managed configuration technologies (e.g. Puppet, Chef)
• Experience with agile development methodologies
• Proven track record iof taking ownership and driving results
• Expert skills in Microsoft Excel and Word
• Ability to handle multiple priorities and to meet deadlines in stressful situations
• 15% international and 40% domestic travel required
• This role will assist and monitor actions to investigate and resolve incidents and problems in systems and services in a 24/7 environment
• Assists in the investigation (root cause analysis) and resolution of problems related to Service Now issues
• Ensures the highest levels of service and system availability are attained
• Plans and implements Service Now releases ensuring no impact to established integrations, workflow or processes
• Mentor the Service Now team on overall support and development within the overall platform
• Service Now development skills to include writing the required integration code to connect GBT Service Now to the required suppliers and specific ITIL modules
• Creating, modifying or deleting required Service Now workflows supporting all modules contained within Service Now
• Ability to develop required reporting dashboards to meet the needs of GBT
• Ability to develop configured items, workgroups and related workflows
• Knowledge in any of the following: Incident, Problem, Change, Request, Knowledge, Configuration or Asset Management
• Support from a technology perspective regulatory, OSP upgrades from inception till completion
• Support from a technology perspective Off-site Visits to OSP (local and overseas)
• Support from a technology perspective all audit and compliance issues raised
• Support from a technology perspective Security Reviews on OSP
• Support from a technology perspective Continuous Improvement
• Support from a technology perspective to ensure compliance to regulatory requirements including ABS minimum guidelines
• Work closely with the technology security and risk teams in the bank, in support of the Operations SDM
• Experience with Army information technology and with delivery of technical services and enterprise solutions
• Knowledge of ISO 9001, CMMI, and Lean Six Sigma
• BA or BS degree or 3+ years of experience as a service delivery manager in lieu of degree
• Information Assurance Baseline Certifications per DoD 8570.01-M
• Possession of excellent oral and written communications skills
• Managing projects around systems and data architecture
• Responsible for multiple projects simultaneously. The projects will be capital projects involved in updating and consolidating functionality in various systems related to provider demographics
• Anticipating issues and acting proactively to address potential issues
• Speaking to details of the project to technical teams from beginning to end of all projects
• Obtaining maximum value from Information Technology project management services
• Improving processes to optimize performance and value over time
• Function as the primary point of contact for Application Enablement (AE) on the project
• Based upon consuming application schedule requirements and data provider deliverables schedule, determine optimal AE delivery schedule
• Coordinate across internal AE technical teams to ensure projects are properly resourced and progress as scheduled
• Communicate status on AE deliverables & provide notifications on completed services
• Participate in project status meetings
• Communicate any AE issues, risks, action items to Cross-App PM
• 5+ years of experience managing IT projects
• 5+ years of experience of solid knowledge of project management methodologies and critical path analysis
• 5+ years of experience with project management software and Microsoft suite of products
• 4+ years of experience managing multiple projects simultaneously
• General knowledge of mainframe and distribution application software
• Proficiency with MS Office (Including Word, MS Project, Visio, Outlook, PowerPoint, Access)
• Manages and is responsible for the successful completion of all tasks in assigned program area including technical work; financial and business development activities
• Supervises assigned technical and administrative staff; including subordinate supervisors; and performs personnel actions including hiring and performance evaluation
• Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities; negotiate tasks; and solve problems
• Assures quality of program products; services; and deliverables; including participating in reviews; audits; and site visits
• Performs business development activities; including the preparation and review of technical and cost proposals
• Performs program financial management services; including financial analysis; budget and cost quote preparation; cost management; reconciliation; and profit enhancement
• Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
• Develops; reviews; and approves plans; schedules; consulting agreements and other program documents
• Prepares and provides various reports and technical reviews to senior management as requested
• Ensures compliance with relevant corporate and government policies and standards
• Maintain the appropriate sections of the Service Management Plan (SMP), including SLA Management, Change Control, and Systems Monitoring
• Coordinate Configuration Control Board (CCB) and Enterprise Change Control Board (ECCB) processes
• Oversee Release Management Processes and Schedules
• Implementation, Maintenance and ongoing Administration of the ServiceNow ITSM system
• Ensure proper controls are in place to allow for reporting on configuration, asset and application changes
• Work with Configuration Item owners to maintain the Enterprise IT asset management inventory using auto-discovery tools and other mechanisms
• Responsible for collecting, analyzing and reporting metrics to support operations and contractual deliverables
• Maintain program hardware, software and document configuration item baselines
• Effective service delivery, customer SLA management, expert knowledge and practical implementation of the ITIL V3 framework
• Contractual knowledge of Service Level Agreement, OLA, CSF, KPIs and Service Credit structures for specific customer services
• Monitoring and awareness of the overall performance of secure networks customer services
• Building service reports, delivering on them and chairing service delivery meetings, following up if service delivery is not meeting expectations
• Ensure incident and problem management is carried out and that key specialist resource is brought in as and when throughout the incident lifecycle
• Manage customer satisfaction, long term interests and service improvement initiatives
• Building and maintaining relationships with key internal and external stakeholders
• Collaborative working with senior management with input into the CSI Register
• Significant experience in service and operational environments working in line with the ITIL V3 Framework and the associated service lifecycles
• Service governance within a recognized process framework ISO20000 and knowledge of Chorus 2 PDCS or similar service management frameworks
• Technical management of subcontract suppliers and vendors
• Service Management and development of operational lifecycle processes
• Experience of development and accreditation conforming to external technical standards
• Knowledge of current development and service management tools
• Use of PC based office tools
• Relevant Degree or demonstrable experience in service environments
• ITIL Version 3 Expert desirable
• Member of a recognised service management body or similar

Platform Services Service Delivery Manager Resume Examples & Samples

• Understand end-to end service offering & supplier makeup
• Experience in RCA analysis and the need to drive to technical reviews
• Strong willingness and ability to work in a matrix organization
• Experience in managing change with major infrastructure
• Ability to negotiate, review and address service technical and business requirements Understanding of operational requirements and relationship to designs
• Storage technologies (EMC, Netapp, 3Par, HDS)
• Cisco storage fabric
• Backup technologies (Netbackup, Datadomain, Tape technologies)
• Backup policies, retention cycles
• Knowledge of Identify Management (ISIM, ISAM)
• Knowledge of management devices, techniques and deployment models
• Knowledge of RCA, 6 Sigma practices & Continuous Service Improvement Plans
• Knowledge of Applications architectures, relationship and operation interactions between compute, network and storage elements
• Experience in a hosting operations role with executive management presentation skills
• Strong experience in a delivery role & client facing consulting engagements
• Very good functional understanding and has worked with NetSuite applications
• Good functional experience with business & e-commerce processes
• Detailed understanding of common business practices related to Accounting, Sales Operations, Quote-to-Cash (including billing, revenue management, subscription software, professional services, purchasing and fulfillment)
• Self-starter, possess high aptitude to accept complex assignments, analyze problems, provide effective solutions and lead project implementation
• Business savvy attitude with the ability to transform end user needs into technical requirements
• Ability to build excellent working relationships within cross-functional teams to effectively communicate and coordinate projects to both technical and non-technical team members
• Bachelor's degree in Engineering, Computer Science, or Mathematics
• Works as part of a team to develop and cost proposals for new deals, extensions and ad-hoc service aspects
• Creates networks with key contacts
• Sets and manages the client’s expectations
• Designs and implements changes to processes and methods
• Manages costs and profitability
• Implements efficiency improvements
• Is aware of the cost incurred in making changes and evaluates these against the benefits that would result
• Develops improved documentation methods
• Interprets internal/external business issues and recommends best practice
• Is able to relate the Capgemini business plans to own area business plans
• Develops innovations
• Keeps abreast of technology changes and their impacts in own sphere
• Develops and reuses practical solutions within own technology area
• Has a reasonable understanding of issues in managing a global business
• Provides material to assist in the communication of the vision to staff
• Undertakes analysis of user and business requirements, with particular regard to their impact on existing systems and environments, and produce an appropriate business and/or system design
• Assists in the construction and implementation aspects of delivery
• Has a (deep) understanding of the business and business processes
• Knows how business processes are integrated and their dependency upon / relations with ICT applications
• Experienced in ERP Platform – Management skills with the experience leading a multi-location team; must be self-driven and assertive in moving project forward
• Excellent communication, presentation and writing skills required
• Experience delivering ERP services to a global company and managing the associated P&L Experience / Expertise / Knowledge in
• Experience in Optio, Cyberquery would be an added advantage
• Experience in Peer testing and code reviews would be an advantage
• Automotive business domain knowledge – Desirable, would be an added advantage
• Lead multi-location ERP team in client environment in support of application management and deployments of QAD / Progress DB ERP system
• Collaborate with teams supporting affected applications, business users and plants
• Lead an application teams of 50+ resouces in multiple locations supporting the operations, deployments and multiple projects across multiple clients. Managing the entire ERP life cycle of the application
• Drive operational improvement, solution new project work and maintain client satisfaction
• Identify new opportunities and work with the client and other suppliers to provide an ERP application road map
• Effectively communicate to different levels of management (internal and client) providing various status, problem resolution and progress reporting in a way to ensure confidence with the client
• Communication with Cross-functional teams; Manage the P&L and client satisfaction
• 75% Maintain operational integrity of the Global ERP environment, drive operational improvements, address application incidents as needed and drive ITIL based processes throughout the ERP delivery team
• 15% Working with sustain team and internal PMO in driving resource requirements to complete the project work
• 10% Effectively communicate to different levels of management (internal and client) to report on project status, escalation of issues and in a way to ensure confidence with the client
• 2-5 years Experience working with global teams
• Operational Leadership
• Process leadership
• KPI & Metrics management (Delivering service that meets SLAs and achieves high level of customer satisfaction)
• Achieving customer’s productivity improvements
• People and Communication
• Collaboration across the Enterprise (Cross functional seamless execution) and (Developing strong relationships with customers and internal teams)
• Accountable for managing service delivery
• Serve as primary contact for customers
• Provide a focus for SLA management and customer satisfaction across the customer base. Ensure systems and structure for SLAs and client satisfaction are in place and effectively used
• Provide technical expertise (if Needed) problem analysis, and process evaluation, while maintaining focus on operational empathy
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
• Ensure and monitor processes are in place to pro-actively protect consistent service quality through management of change control and acceptance into service delivery
• Ensures resources, capabilities and capacity to meet both existing and new business demands
• Provide expert problem management support to difficult, high profile customer issues and ensure a corrective action plan is followed
• Oversee the integration of all service delivery and constantly improve the quality and inter-working of delivery service for clients
• Ensures tools and technological platforms are in place to support customer environment
• Certifications in P&C like INS 21 etc. are desirable
• College or equivalent educational qualifications required
• Operations Management experience with P&C customer is preferred
• Managed 30+ employees in Operations management functions
• Exceptional ability to develop and manage results-oriented environment
• Advance skills in building and retaining relationships with clients
• Must have verifiable ability to improve Operations management performance
• Understanding of Operations management technology such as quality audit tools as well as workforce management analytics
• Strong leadership skills required; ability to mentor and develop staff
• Certifications in P&C space like INS 21 etc. are desirable
• 5+ years of successful project development/deployment experience and experience in customer facing roles and organizations
• Deployment experience with mobile device programs and wireless/wired infrastructure is a plus
• Demonstrated customer engagement and project management experience
• Demonstrated ability to travel
• Ability to work independently and maintain accountability to management
• Ability to influence others at all levels that are not under direct control
• Ability to structure and lead professional services engagements
• Project management skills, ability to prioritize and meet deadlines
• Team builder with ability to address organizational boundary challenges
• Self starter, adaptable, flexible
• Innovative, entrepreneurial spirit…passion for the task and the business
• Strong message preparation and presentation skills
• Works collaboratively and builds relationships with other professionals, customers, and third party services professionals
• Must live in or willing to relocate to the Phoenix market
• Experience Required
• Advocating for the Customer and Verizon to the benefit of the operations management and service relationship for eCommerce type systems
• Improving system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods
• Managing day to day operations of a large e-commerce N-Tier operation including incident management
• Synergizing Verizon complex solutions to provide seamless and consistent set of customer touch-points
• Adopting advances in practices and programs
• Providing deep subject matter expertise on customer systems
• Translating customer priorities and business direction into Verizon Business action
• Work with a large, strategic client operating large, highly secure corporate and e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases
• Consult with clients on strategic, organizational, and operational challenges with their systems
• Directly and indirectly manage Sales, Services, Operations and Account Management personnel throughout the client delivery lifecycle
• College Degree preferred and 5+ years’ experience in successfully managing large complex, IT systems from an operational management perspective (i.e. 24/7 operational availability)
• Demonstrated ability to handle incidents and run outage calls
• Demonstrated ability to build and maintain long-term, client relationships
• Demonstrated ability to develop and implement client-driven organizational infrastructure
• Demonstrated ability to develop and expand services within existing accounts
• Demonstrated ability to understand business and technical issues in a variety of industries
• Experience with technical projects such as software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations
• Must be able to manage small to medium sized projects using industry standard tools and methodologies
• A solid understanding of overall business functions and the impact of technical decisions on business results
• Must have high energy and drive to solve problems
• Bachelor’s Degree is preferred in Business, Technology, or Programming
• 5 to 7 years of experience applying your technical background in a client-facing role
• Strong hands-on or conceptual-level understanding of telecommunications, virtualization, networking, Microsoft & UNIX technologies, hardware & software, and ability to learn custom applications
• Must be able to manage small and medium sized projects using industry standard tools and methodologies
• Strong relationship development skills and issue resolution capabilities
• Excellent documentation, communication and interpersonal skills
• Work with one or more strategic clients operating large, highly secure corporate or e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases
• Bachelor’s Degree Preferred
• 8+ years of leadership experience in the Information Technology sector
• 10+ years’ experience in successfully managing complex service delivery activities in a client services industry
• Coordinating Change Request resources
• Will review project scope and project charters
• 5+ years experience in successfully managing large complex systems from an operational management perspective
• At least 2 years experience with Smart Cloud Control Desk (SCCD)/Maximo
• At least 2 years experience working with customers
• Experience with compliance, change coordination
• Increase Honeywell component time on wing, reduce delays and cancellations by partnering with Services Reliability center of excellence team and utilizing tools, systems and processes to optimize product reliability
• Ensure airlines’ and Honeywell’s component service solution contract key performance indicators (KPI) and economics are achieved, as well as drive continuous improvement
• Provide customer support and interface by attending airline reliability meetings to provide status updates and recommendations for improvement
• Work cross-functionally with the airline and Honeywell’s teams to optimize customer service, performance metrics and contract economics. The successful applicant will possess the necessary drive, communications skills, and influencing skills to enable effective collaboration with multiple-tiered organizations to execute the responsibilities
• Monitor key airline KPIs (delays & cancellations (D&Cs), removal rate, etc.) related to reliability and proactively partner with airline leaders to identify issues, make recommendations and assist with implementation
• Analyze and identify removal data – identifying top removal drivers, repeat removal candidates, and work with Customer Business Team and Product Support Engineer to drive actions plans to reduce removals
• If above fleet average, to understand drivers that contribute to better than expected performance. Leverage findings with Reliability Center Of Excellence and other carriers to improve their time on wing---collect and disseminate best practices
• Coordinate logistics/scheduling of reliability service bulletins that need to be incorporated into the fleet
• Identify opportunities for better diagnostic and troubleshooting approaches to increase efficiencies and reduce maintenance time and effort
• Attend regularly scheduled airline reliability review meetings to provide updates and recommendations to improve reliability, D&C’s and other key metrics
• Analyze, prepare and deploy repair and inventory strategies and tactics to optimize Component Service Solution contract performance---TAT or service level commitments and economics
• Analyze and work with customer and planning teams to determine appropriate level of inventory (HON global pool and airline’s on-site) to support TAT or service level targets
• Determine location of PNs inventory at global pool and airlines on-site (base & out-station locations)
• Partner with airlines to monitor inventory levels at customer locations of Honeywell and airline owned assets
• Reconcile discrepancies on inventory levels and submit final reconciliation to finance for review
• Track actual performance vs. contractual obligations
• Active member in Customer Core Team call (Daily, Weekly) to review customer account status
• Prepare and present contract performance review with customer & HON leaders at weekly, monthly and quarterly reviews
• Monitor and review Open Order Reports – daily
• Proactive identify late deliveries and determine when asset exchange are required to support component service solution contractual commitments. Execute exchange process with Honeywell team---ship from pool, HAT procures in open market, late fees
• Interface with HON and Customer AOG desk as needed, to support critical requirements
• Monitor Open Core Reports – daily
• Ensure cores are returned to HON within contractual agreed timeframe
• Be point of contact to resolve service related issues (e.g., late deliveries, paperwork, 8130 tags, ship to wrong address, etc.)
• Develop tools & processes for automation (where possible) to ensure efficiencies are realized
• Work with customer on upgrade programs related to AD related requirements as outlined by governing bodies
• Support deal team during contract negotiations----provide analytics, present recommendations and ensure component service solution contract renewals and win additional business
• Flight hour data collection and reconciliation (as it pertains to contract)
• Approval of monthly flight hour invoices as prepared by finance and executed by billings team
• Bachelor degree and 5 years aviation industry experience. Technical and Aviation related training/education/experience strongly preferred
• Airline reliability and maintenance experience
• Practical IT knowledge/background specifically as it relates to product performance management reporting infrastructure
• Strong analytical skills and ability to present data in a meaningful and relevant way to improve decision making
• Articulate; excellent communication skills (written, verbal, public speaking) required
• Experience working with Aerospace customers (OE and/or Aftermarket) required
• Demonstrated program management skillset and strong financial acumen and analysis required
• Demonstrated impact of leadership ability, including direct / influence management skills and a proven track record of integrating functions or businesses
• Recent experience in working with the following IT/ERP systems strongly preferred: SAP, Business Objects, HAvRel, FOCUS, SFDC, EIPT, multiple legacy reliability systems, and QDS data
• Experience with ATR products, and their respective product performance management systems is strongly preferred
• Black Belt or Green Belt work experience preferred
• Arabic nice to have

Finance Service Delivery Manager Resume Examples & Samples

• An online assessment might be part of the procedure
• Please make sure you upload your resume and cover letter to the specific application
• For more information, please contact Jan-Kees Stout, Senior Talent Resourcing Partner, [email protected]

Service Center Service Delivery Manager Resume Examples & Samples

• Responsible for managing Global Service Center Support including
• Cloud Management
• Platform as a Service (Paas)
• 5+ years of experience of leading similar services in a high-dependency real time environment
• 5+ years of experience of successfully optimising processes and delivery to ensure effectiveness and efficiency
• 5+ years of experience successfully leading teams of practitioners in the area of end-user computing disciplines
• 3+ years of experience managing outsourced IT functions
• Experienced in management and motivating teams
• A combination of education, training, and experience to degree or higher in a related discipline
• ITIL Expert qualification or practitioner qualifications in relevant disciplines highly desired
• Strong knowledge and experience of Microsoft Office Suite
• Knowledge of standard reporting tools and techniques
• Working knowledge of HP Service Management, ServiceNow or similar service management toolset
• An experienced practitioner in Service Management with particular focus on end-user computing service delivery
• Highly developed interpersonal skills with demonstrable ability to build rapport and train others to deliver efficient service with focus directed at others
• Demonstrates flexibility, taking into account new information or changed circumstances and modifies understanding of a problem or situation accordingly
• Able to simplify complex situations and make timely decisions on best course of action
• Able to remain calm under pressure, prioritize and focus attention of self and others on the important and urgent issue in hand
• Able to establish relationships with people from a variety of backgrounds and is an effective and sensitive communicator in different societies and cultures
• Conveys confidence and professionalism, positively influencing and persuading others to take a specific course of action when there is no direct line of command or control
• Consulting Service Level Requirements, setting measures and Service Targets and managing Infrastructure Service Level Agreements, measuring and reporting Key Performance Indicators
• Ensuring that the quality of infrastructure services meets current and future business requirements
• Securing Company’s information assets through establishing and maintaining rigorous management and security controls
• Planning and managing IT Service Continuity Plans and Recovery Procedures
• Planning operational and capital budgets and managing cost effective IT spend
• Providing end user IT support to business customers
• Managing back-office and client estate infrastructure components
• Supplier Performance Management. Monitoring of supplier performance against agreed Service Levels within an outsourced delivery model. Key activities will include: Management and tracking of Service Credits, Support documentation review and up-date etc
• Participate and provide support to the Service Delivery Manager / Function in the day to day governance and administration of Service Management tasks
• Provide support to the Service Delivery Manager across the Service Reporting cycle
• Populate Service Reports in accordance with agreed template standards and timelines
• Generate the required volume Incident & Change reports
• Provide value add trend analysis and review of KPIs & Service Quality metrics
• Ensure all assigned Operational Service administrative tasks are fulfilled in accordance with agreed standards / Service Schedule
• Conduct regular Operational level reviews with nominated points of contacts –peers on performance and compliance to Service
• Ensure relevant service documentation, configuration items are maintained, regularly reviewed and up-dated as required across the Service Life-cycle. (Service Packs, Support Briefs, Service CIs)
• Maintain and document up to date view of Operational -Service risks (Risk Register)
• Provide support as requested on assigned Service Transition & Operational Readiness tasks under the supervision / guidance of a Service Delivery Manager
• Exposure to Operational Service Management in an IT Infrastructure or Hosted Service Environment
• Experience of Service Reporting & Service Management task administration
• Knowledge and experience in multi-platform Technology environments
• Experience and aptitude for managing stakeholders relationships
• Ability to influence and lead technical conversations with various technical support groups
• Knowledge and understanding of ITIL processes
• Ability to communicate clearly and technically in both written and verbal communications
• Experience in the payroll or benefits outsourcing or consulting industry
• Understanding of enterprise software solutions or business application software with the ability to troubleshoot and configure that software
• Experience with Dayforce HCM or similar cloud payroll technology
• Demonstrated analysis, troubleshooting and problem solving skills
• Solid understanding of Human Capital Management business processes
• Ability to lead requirements gathering sessions and facilitate client and internal meetings
• Ability to multi-task and perform effectively under pressure while working with cross boundary internal and external groups and clients
• Ability to work with all levels within a client organization
• Strong relationship building and client advocacy skills
• Ability to learn and assimilate information quickly with a desire to continually learn
• Intellectually curiousity with the ability to comfortably dig for information with customers and internal resources
• Bachelor’s degree in business, information systems, human resources or equivalent experience
• Strong knowledge of payroll, benefits or human resource operations processes
• 3+ years experience providing human capital management consulting as an analyst or working in service delivery interacting directly with clients, preferably in a managed services or large, high volume multi-state multi-national environment in payroll, benefits or human resource operations
• Customer management and project management experience is required
• Ability to manage multiple, concurrent ongoing client support and participate as a Subject Matter Expert in new client implementations and deliver high-quality results in a fast-paced environment
• Must have strong organizational skills, time management skills with multi-tasking ability, strong customer focus, analytical and problem solving skills and the ability to work independently and in a team environment
• Ability to facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps
• Experience in transferring knowledge to others (coaching & mentoring)
• Strong team-play skills, especially in high-pressure, fluid situations
• Understanding of file feeds, XML and SQL
• Proficiency in Microsoft Word, Excel, and PowerPoint and experience tracking information in case management systems
• Have enthusiasm, a strong work ethic, and optimistic attitude
• Ceridian product knowledge desired
• CPP, FPP, CBP, SPHR/PHR, SHRM- SCP/CP certifications highly desired
• This role performs as the primary point of contact orchestrating all managed services support activity within the Ceridian Managed Services team for their client(s) with the goal of exceeding client expectations and providing a superior customer experience. Also responsible for troubleshooting, consulting and enhancing the client experience, by guiding them through the applicable functionality, product release notes, enhancements and system fixes
• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs and tracking account activity
• Troubleshoot customer systems and business issues, providing recommendations for solution; routes timely and complex systems issues to correct technical resource through the case management system and monitors the issue to resolution
• Engage cross-functional resources both internally and externally with customer organizations to solve problems or implement systems changes
• Understand and help facilitate key annual business calendar projects and requirements with various internal resources to include Year End and Annual Enrollment activities
• Assist customer with internal end-user support and customer procedures, as they pertain to the usage of the HCM product suite
• Recognize and monitor escalations, assist in researching or providing root cause analysis and adhering to client SLAs
• Complete first tier systems configuration changes and test to ensure the application changes work as designed to meet client needs
• Understand and explain systems features and benefits of the product line as it relates to customer needs
• Have an “I own it” attitude about deliverables and projects from start to finish
• Facilitate client weekly or biweekly account reviews and quarterly business reviews
• Process Improvements – participate as a SME in quality improvement projects; lead and support internal organizational change initiatives; recommend product enhancements that will benefit our clients or the managed support model
• Seek out and embrace feedback, take on assignments that challenge and improve skills

Mau-service Delivery Manager Resume Examples & Samples

• Knowledge management strategies
• Risk mitigation strategies
• Identify training needs (entire team)
• Manage relationship with the onshore Managers
• Transition planning and execution
• Execute process improvement ideas
• Ensure process consistency through individual established metrics
• Account development (additional business from existing customers)
• Operational improvements
• Coaching and mentoring of Team Leaders
• Implement and anchor key HR processes for the team; performance management, promotions, normalization of the team ratings and recommendations on rewards
• Ensure that communication from the senior management is cascaded down and shared with theentire team
• Design the right pyramid structure for the project and the right skill mix of team
• Manage and motivate performance of the team through reviews, coaching and development
• Build a second line for all key roles and persons
• Ensure that the training needs of the team are identified and met
• Participate in recruitment initiatives
• Facilitate knowledge sharing and capture within and across teams
• Participate in organizational training initiatives as a trainer
• Requires minimal supervision on the job: Independently works under broad guidelines and follows principles of project management and quality guidelines when designing and implementing a solution; refers to supervisor typically for exceptions
• Drives end to end system implementation involving interaction with multiple stakeholders
• Independent Decision
• Diploma or Degree holder in IT
• At least 6-7 years experience in software development, testing or support environment
• At least 5 years experience in project/program management
• English Communication,verbal and Written
• Influencing
• Team Player/Focus
• Customer Service orientation
• Presentation
• Meeting Objectives
• Planning & Organizing
• Quality Orientation
• Information Gathering
• Ethics and Standards
• Computer/IT Literate
• Proven knowledge of process methodology and ability to develop and improve process
• Prior availability manger experience a plus
• Experience communicating with client executive management
• Prior experience supporting a 24/7/365 support model in a large Enterprise environment
• Demonstrated leadership skills including multitasking and effectively handling simultaneous client requests
• Extensive experience leveraging vendor hardware and software support organizations
• Knowledge of Power and Storage hardware and AIX software
• Performs other duties as assigned by management, in addition to the primary responsibilities and requirements of the job
• In depth knowledge of mainframe hardware technology and its software products,
• Ability to leverage support organizations to resolve hardware and software issues,
• Must be comfortable communicating with client executives
• Ability to multi task and handle numerous issues at one time,
• Ability to remain calm under pressure and while juggling multiple issues,
• Demonstrated leadership skills,
• Ability to multi-task and effectively handle simultaneous client requests and
• AIX software experience is required
• Be directly responsible for revenue, margin, and use targets for the team
• Promote achievement of revenue and margin requirements across your region
• Partner with the Consulting Operations team to ensure project staffing and profitability requirements are met
• Work with the EMEA consulting enablement lead to ensure appropriate training is available
• Handle change management and escalations
• Ensure the Consulting team is creating quality documentation, including any internal documentation needed for Red Hat knowledge sharing
• Create efficient and qualitative proposals for customers by ensuring all needs are defined through analyzing the customer's environment and expectations
• Develop relationships with key business stakeholders to grow revenue within each account by continually selling and delivering new projects
• Coordinate with the Marketing team to lead services opportunity plans and campaigns for accounts within your assigned region
• Work with internal stakeholders to gain internal statement of work approval and delivery
• Build interpersonal relationships with other Red Hat departments and act as a trusted advisor to major Red Hat customers
• Bachelor's or master's degree, or equivalent technical training or experience within a consulting practice
• Technical background, with experience in both architecture and technical consulting
• Direct, hands-on experience in people management through managing a team, including a successful record in talent development within the team
• Experience in customer-facing positions as a professional services consultant or engineer
• Knowledge of project management processes and experience with revenue-based project reporting
• Excellent cross-functional communication skills
• Demonstrated expertise in sales, or supporting the sales of professional services, including developing statements of work, pricing, large-scale proposal development, and client development
• Familiarity with enterprise architecture and application development and infrastructure
• Ability to understand the technical impact of projects from supportability, scalability, and repeatability aspects, as well as the business impact to both Red Hat and customers in delivering and scoping projects
• Established sustainable network of customer relationships
• Understanding of the Red Hat business strategy and economic model; good business insight and judgment
• Willingness to travel up to 50%
• Bachelor's degree; MBA is preferred
• Understanding of Red Hat's business strategy and economic model, as well as good business insight and judgment
• Demonstrated expertise in sales or supporting the sales of professional services, including developing statements of work, pricing, large-scale proposal development, and client development
• Direct, hands-on experience managing a team, including a successful track record in talent development within the team
• Experience in customer-facing positions as a professional services consultant
• Knowledge of project management processes and experience with revenue-based project reporting; PMP certification is a plus
• Established, sustainable network of customer relationships
• Proven ability to understand the technical impact of projects from supportability, scalability, and repeatability aspects, as well as the business impact to both Red Hat and customers in delivering and scoping the project
• Work with the Europe, Middle East, and Aftica (EMEA) consulting enablement lead to ensure appropriate training is available
• Experience managing teams of 7+ people
• Demonstrated expertise in supporting the sales of professional services including developing statements of work, pricing, large-scale proposal development, and client development
• Direct, hands-on experience in people management through managing a team, including a successful track record in talent development within the team
• Excellent cross-functional communication and people management skills
• Proven ability to understand the technical impact of projects from supportability, scalability, and repeatability aspects, as well as the business impact to both Red Hat and customers in delivering and scoping projects
• Willingness to travel up to 50% or more

Service Delivery Manager for Application Management Service Resume Examples & Samples

• Experience (7+ years) in managing project/delivery manager teams – should have demonstrated Strong leadership, facilitation, negotiation, mentoring and personnel management skills
• Expert in industry, SAP standards and methodologies for Operations (ITIL v3, CCoE, ITSM, TCO and E2E Operations / Run SAP like-a-factory)
• Worked in hybrid environments - cloud, partner centric, virtual teams – with relevant experience in delivery of Outsourcing, AMS and Hosting engagements
• Should have participated several SAP projects with Strong focus on quality and driven by results (financials)
• Support Presales team - Thorough understanding for SAP products (inclusive cloud), services and ability to support sales team
• PMP Certification plus
• Services mindset

Junior Service Delivery Manager Resume Examples & Samples

• Co-ordinate and review Service Reports and System Logs for accuracy and completeness before delivery to the customer(s)
• Attend Problem Reviews for the Service Line, ensuring key business points are discussed and actions agreed
• Demonstrable knowledge of ITIL
• Good verbal and written communication skills at all levels
• Ability to work under own initiative and work as the escalation incident manager on an out of hours support rota
• Build professional relationships with key client staff
• Monitor overall performance of services
• Good communication around issues and opportunities – get things done, make things happen
• Collaborate with senior management on client account management and growth
• Ensure operations teams are aware of changes and are prepared
• Prepare and present service reports
• Service reporting and sponsoring service delivery meetings with assigned clients
• Pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Remove all obstacles to customer satisfaction and / or financial performance
• Communicate across organizational boundaries – from engineers through to senior managers
• Looking out for client’s and SunGard’s long-term interests
• Follow up if service delivery is not meeting expectations
• Work with the client and operations teams to identify and manage service improvement activities
• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services organization
• Ability to follow established best practices for service management and delivery

Healthcare Operations Service Delivery Manager Resume Examples & Samples

• Bachelor’s Degree or equivalent healthcare experience required
• Proven ability to manage multiple projects simultaneously
• 3-5 years of client or project management experience with 5 years of healthcare operations experience
• Excellent PC skills; including Excel, Visio, and Sharepoint
• Analytical approach to issue resolution
• Advanced knowledge of healthcare operations a plus
• PMP or Six Sigma certification a plus
• BS in Information Systems or related field required
• Proven ability to manage multiple client projects simultaneously
• 3-5 years of client and project management experience with 5-7 years of healthcare data analysis experience
• Excellent PC skills; including Excel, Visio, Project, and SharePoint
• Advanced knowledge of healthcare data and the healthcare industry
• Proven project and matrix management skills
• Analytical approach to client deliverables
• Experience with relational database models is a plus
• Experience in application of, and reporting on, evidence-based medicine \ quality of care standards a plus
• EMR/EHR experience a plus
• Familiarity with hospital information systems and reporting (quality or financial) systems a plus
• Experience with SQL required and SAS a plus
• PMP, Six Sigma, or Lean Methodology certification a plus
• To be the Partnership’s advocate for service performance quality across the contract
• Client engagement & communication, including acting as an escalation point for service non-delivery and during major incidents
• To report to the Operations Director and work closely with the Head of Performance & Risk along with the supplying businesses to collectively set direction for the business
• Engage with Barnet staff to understand informal needs and challenges, feeding this intelligence into the Partnership senior management team and into Service Improvement Plans
• Consolidating, reviewing and reporting detailed performance data against key indicators and associated commentary, also using them to generate actionable improvements to services offered
• Own risk management for the CSG contract, ensure appropriate processes and mitigations are in place across the CSG delivery units and escalating as required
• Conduct regular service reviews including assessing Continuous Service Improvement Plans
• Own the overall Partnership Disaster Recovery /Business Continuity process, including consolidating and reviewing the associated plans from the providing service areas
• Proven Service Management background within a large scale outsourcing organisation
• Knowledge of Local Government including how it operates along with typical priorities and challenges
• Experience of working with third party suppliers, including ownership for service management
• Regular SMT level engagement in a range of organisations

Related Job Titles

Service Delivery Manager Resume Examples

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

Create your resume Select from 7 professional resume templates

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

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Essential Components of a Service Delivery Manager Resume

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

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

1. Contact Information

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

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

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

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

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

2. Professional Summary

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

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

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

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

3. Core Competencies/Skills

Key abilities/strengths.

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

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

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

Related : Service Delivery Manager Skills: Definition and Examples

4. Work Experience

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

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

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

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

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

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

5. Education and Certifications

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

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

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

Related : Service Delivery Manager Certifications

6. Achievements/Accomplishments

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

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

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

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

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

7. References

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

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

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

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

Related Resume Examples

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

3 Service Delivery Manager Resume Examples and Templates for Your Successful 2024’s Job Search

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• • Led a team of 15 service delivery specialists, ensuring timely resolution of customer issues and meeting SLAs.
• • Developed and implemented service improvement initiatives resulting in a 20% increase in customer satisfaction.
• • Collaborated with cross-functional teams to streamline processes, reducing service delivery cycle time by 30%.
• • Managed vendor relationships, negotiating contracts to ensure cost-effective and high-quality service delivery.
• • Prepared and presented regular reports on service performance and achieved KPIs to clients and internal stakeholders.
• • Developed and maintained a service catalog, cataloging existing services offered by the organization.
• • Formulated and implemented an SLA structure, incorporating customer-based and service-based SLAs.
• • Negotiated and maintained operational level agreements with service delivery and technology functions.
• • Analyzed and reviewed service performance against SLAs, driving continuous improvement initiatives.
• • Organized regular service level reviews with clients and technology providers to maintain and improve service levels.

Modern Service Delivery Manager Resume Example

Creative Service Delivery Manager Resume Example

When it comes to creating a resume for a service delivery manager job in 2024, there are a few key elements you need to be aware of. From the length and design to the overall format, these factors can greatly impact the effectiveness of your resume. Here's what you need to consider:

A common mistake many job seekers make is creating a resume that is too long. In today's fast-paced job market, hiring managers often have limited time to review each application. Therefore, it's important to keep your resume concise and to the point. Aim for a maximum of two pages, highlighting only the most relevant and impactful information.

While a visually appealing resume can catch the recruiter's attention, it's crucial to strike the right balance between design and functionality. Opt for a clean and professional design that uses a legible font and consistent formatting throughout. Avoid excessive colors, graphics, or fonts that can distract from the content of your resume.

The format of your resume should be easy to navigate and clearly showcase your qualifications. Consider using a reverse chronological format, which organizes your work experience in descending order. This allows the hiring manager to quickly see your most recent and relevant roles. Additionally, use bullet points to highlight your achievements and responsibilities in each position.

When crafting your service delivery manager resume, there are several key sections you should include to effectively showcase your skills and experience. These sections are highly sought after by hiring managers:

Contact Information

• Include your name, phone number, and email address. Feel free to add a link to your professional online profile if applicable.

Summary Statement

• Write a brief overview of your qualifications and key skills as a service delivery manager. This should entice the reader to continue reviewing your resume.

Work Experience

• Detail your previous roles and responsibilities in the field of service delivery management. Use the Context-Action-Result (CAR) framework to showcase your accomplishments and demonstrate your ability to drive positive outcomes.
• List your educational background, including any relevant degrees or certifications.
• Highlight your technical and soft skills that are essential for a service delivery manager role. Be sure to include skills such as project management, team leadership, and customer relationship management.

When describing your experience as a service delivery manager, using the Context-Action-Result (CAR) framework can greatly enhance the impact of your resume. This framework allows you to provide specific examples of your achievements in a concise and structured manner. Here are a few bullet point examples:

• Implemented a new ticketing system, resulting in a 30% reduction in customer response time (Context).
• Led a team of 15 service delivery professionals, ensuring efficient allocation of resources and timely completion of projects (Action).
• Improved customer satisfaction ratings by 15% through proactive communication and effective problem-solving (Result).
• Collaborated with cross-functional teams to develop and implement standardized service delivery processes, resulting in 20% increase in efficiency (Context).
• Developed and delivered training programs for new service delivery staff, resulting in reduced onboarding time by 25% (Action).
• Analyzed service delivery metrics and identified areas for improvement, leading to a 10% increase in customer retention (Result).

Creating an effective service delivery manager resume in 2024 requires a strategic approach. Remember these key takeaways:

• Keep your resume concise and to the point, aiming for a maximum of two pages.
• Opt for a clean and professional design that is easy to read.
• Include sections such as contact information, summary statement, work experience, education, and skills.
• Utilize the CAR framework to highlight your accomplishments and demonstrate your impact.

By following these guidelines, you can craft a standout resume that grabs the attention of hiring managers and increases your chances of landing a service delivery manager role in 2024.

Top 7 Soft Skills for Service Delivery Manager Resume

• Communication
• Problem-solving
• Team management
• Relationship building
• Negotiation
• Customer service

Top 7 Hard Skills for Service Delivery Manager Resume

• Project management
• Agile methodologies
• IT service management
• Process improvement
• Vendor management
• Budgeting and cost management

Frequently Asked Questions

What is a service delivery manager.

A Service Delivery Manager is responsible for ensuring the successful delivery of services to clients or customers. They oversee the entire service delivery process, including managing resources, resolving issues, and maintaining customer satisfaction.

What are the key skills required for a Service Delivery Manager?

Some essential skills for a Service Delivery Manager include strong leadership abilities, excellent communication and interpersonal skills, problem-solving capabilities, project management expertise, and a deep understanding of service delivery processes.

What should be included in a Service Delivery Manager resume?

A Service Delivery Manager resume should include details about your relevant work experience, highlighting your achievements in managing service delivery, customer satisfaction, and team productivity. It should also mention your skills in areas such as project management, communication, and problem-solving.

What is the ideal format for a Service Delivery Manager resume?

The ideal format for a Service Delivery Manager resume is a reverse-chronological layout. Begin with your contact information and a professional summary, followed by sections on work experience, skills, and education. Use bullet points and concise language to showcase your accomplishments and responsibilities.

What are some Service Delivery Manager resume examples?

Sample Service Delivery Manager resumes often include sections like Professional Summary, Work Experience, Skills, Education, and Certifications. These examples demonstrate how to highlight relevant achievements and provide a clear overview of your capabilities.

How can I tailor my Service Delivery Manager resume for specific job applications?

To tailor your Service Delivery Manager resume for specific job applications, carefully review the job description and requirements. Identify keywords and phrases related to the position and incorporate them into your resume. Customize your professional summary and highlight experiences that align with the needs of the job.

For more inspiration, why not check out our free resource of job-focused resume examples?

Elevator Installer

When it comes to creating a resume for an elevator installer position in 2024, there are a few important factors to consider in terms of formatting. Let's take a look at what you need to be aware of: Length: Keep your resume concise and to the point. Aim for a one-page document that highlights your relevant skills and experience. Design: While a visually appealing resume can grab attention, make sure it remains professional and easy to read. Use a clean and modern font, and consider using bullet points to make information stand out. Format: Utilize a reverse chronological format, listing your most recent experience first. This allows employers to quickly see your relevant work history. When drafting your elevator installer resume, it's essential to include relevant sections that showcase your qualifications. Consider including the following: Summary/Objective: A brief statement highlighting your skills and career goals can provide a quick overview for hiring managers. Work Experience: This section should include your relevant work history, emphasizing any elevator installation experience. Skills: List technical skills such as knowledge of electrical systems, familiarity with elevator components, and experience with safety protocols. Certifications: Include any relevant certifications, such as the Certified Elevator Technician (CET) designation. Education: Mention your education background, particularly if you have completed any courses or training related to elevator installation. Additional Sections: Depending on your experience, you may consider adding sections such as Awards, Projects, or Professional Affiliations. One effective way to highlight your experience on an elevator installer resume is by utilizing the Context-Action-Result (CAR) framework. This approach allows you to provide specific examples of your accomplishments. Here are a few bullet point examples: Context: Installed and maintained elevators in residential buildings. Action: Conducted inspections and diagnosed issues with elevator systems, ensuring compliance with safety regulations. Result: Improved elevator functionality and reduced downtime by 20% through efficient troubleshooting and repairs. Context: Led a team of elevator installers during the construction of a new commercial high-rise. Action: Coordinated with project managers and contractors to ensure timely installation and alignment of elevators. Result: Successfully completed elevator installation within project timeline, contributing to the on-time delivery of the building. In conclusion, when creating a resume for an elevator installer role, remember the following key points: Aim for a concise and well-designed resume that adheres to a one-page format. Include sections such as Summary/Objective, Work Experience, Skills, Certifications, and Education. Utilize the CAR framework to showcase your achievements and quantify results. By following these guidelines, you can create a strong elevator installer resume that effectively highlights your qualifications and increases your chances of landing an interview in 2024.

When it comes to creating a plumber's resume in 2024, it's important to consider a few key factors that will make your document stand out. First and foremost, keep the length of your resume concise, aiming for a one-page document. Recruiters have limited time and will appreciate a succinct overview of your skills and experience. Additionally, pay attention to the design and format of your resume. Utilize a clean and professional layout, making it easy for the reader to navigate through the information. Keep the font size between 10 and 12 points, ensuring readability. In terms of format, opt for a reverse chronological order, starting with your most recent experience. When it comes to a plumber's resume, there are several sections that are considered essential. These include: Contact Information: This section should include your name, phone number, email address, and LinkedIn profile link. Summary/Objective: A brief overview of your skills, experience, and career goals. Work Experience: A detailed list of your previous plumbing positions, including job titles, company names, dates of employment, and descriptions of your responsibilities and achievements. Skills: Highlight both technical and soft skills relevant to the plumbing profession, such as problem-solving, attention to detail, and knowledge of plumbing tools. Education: Include your educational background, listing any relevant degrees or certifications. Additional Sections: Depending on your specific experience, you may want to include sections such as Licenses and Certifications, Professional Affiliations, or Volunteer Work. While the above sections are essential, don't be afraid to add optional sections that can showcase your unique qualifications. For example, if you have received any awards or have relevant projects or publications, consider including an Awards & Achievements or Projects section. When writing about your experience on a plumber’s resume, it's crucial to use the Context-Action-Result (CAR) framework. This framework allows you to effectively demonstrate the impact you made in previous roles. Here's an example of bullet points using the CAR framework: Context: Managed plumbing projects for a residential construction company. Action: Installed, repaired, and maintained plumbing systems, including fixtures, pipelines, and water heaters. Result: Ensured seamless functioning of plumbing systems, contributing to the successful completion of construction projects within deadlines. By using the CAR framework, you can provide specific examples of your accomplishments, showcasing your problem-solving skills and the positive outcomes you achieved. As you create your plumber's resume, remember these key takeaways: Simplify your resume by keeping it to one page and utilizing a clean and professional design. Include essential sections such as Contact Information, Summary/Objective, Work Experience, Skills, and Education. Consider optional sections that highlight your unique qualifications. Utilize the CAR framework to showcase your experience with impactful bullet points. By following these tips, you can create a compelling plumber's resume that effectively highlights your skills and experience, increasing your chances of landing your dream job.

Financial Advisor

Creating a resume for a financial advisor position in 2024 requires careful attention to length, design, and format. Here are some key points to keep in mind: Length: Keep your resume concise and to the point, aiming for a maximum of one to two pages. Bold or italic. Emphasize your most relevant and recent experience. Design: Choose a clean, professional template with a modern look. Include clear headings and subheadings to organize your resume. Use bullet points for easier readability. Format: Start with a professional summary or objective statement to grab the reader's attention. Follow with sections highlighting your skills, experience, education, and certifications. Use strong action verbs and quantify your achievements where possible. When writing a financial advisor resume, including the following sections can help you stand out from the competition: Professional Summary/Objective: This section provides a brief overview of your background, skills, and goals. It should catch the reader's attention and summarize your value proposition as a financial advisor. Skills: In this section, list relevant technical and soft skills that showcase your ability to excel in the role. Include skills like financial planning, portfolio management, risk assessment, and client relationship management. Experience: Highlight your work experience in reverse chronological order, focusing on your most recent positions. Use the Context-Action-Result framework to effectively communicate your accomplishments. Here are some examples: Developed comprehensive financial plans for clients, resulting in a 20% increase in portfolio value over a two-year period. Provided personalized investment advice based on thorough market research, leading to a 15% increase in client satisfaction ratings. Implemented risk management strategies that reduced potential financial losses for clients by 10%. Education and Certifications: Include your educational background, highlighting any relevant degrees or certifications such as Certified Financial Planner (CFP) or Chartered Financial Analyst (CFA). Optional Sections: While not mandatory, including additional sections can further strengthen your resume: Publications: If you have published articles or white papers related to finance, include a section showcasing your thought leadership. Languages: If you are proficient in languages other than English, mention them to demonstrate your global capabilities. Volunteer Experience: If you have volunteered your financial expertise for non-profit organizations, it can highlight your commitment and community involvement. The Context-Action-Result (CAR) framework is an effective way to showcase your experience on your financial advisor resume. By providing specific examples of your accomplishments, you demonstrate your ability to deliver tangible results. Here are some bullet points utilizing the CAR framework: Context: Assessed clients' financial situations and goals. Action: Developed customized investment strategies based on risk tolerance and time horizon. Result: Achieved an average annual return of 10% for clients' investment portfolios. Context: Conducted in-depth market research and analysis. Action: Identified undervalued stocks with growth potential. Result: Generated a 25% return on investment for clients within six months. Context: Managed a diverse portfolio of high-net-worth clients. Action: Implemented tax-efficient wealth management strategies. Result: Reduced clients' tax liabilities by 15% while maximizing investment returns. When crafting your financial advisor resume: Keep it concise, focusing on your most relevant experience and accomplishments. Choose a clean and modern design that highlights your professionalism. Include sections such as a professional summary, skills, experience, education, and certifications. Utilize the CAR framework to effectively communicate your accomplishments. Highlight optional sections like publications, languages, and volunteer experience to further distinguish yourself. By following these guidelines, you can create a compelling financial advisor resume that impresses hiring managers and increases your chances of landing your dream job.

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Service Delivery Manager Resume Examples

Are you looking for a job as a Service Delivery Manager? A well-written resume is essential for catching the attention of potential employers. Crafting an outstanding Service Delivery Manager resume can be challenging, as it requires you to demonstrate both your technical and managerial skills. To help you stand out from the competition, this guide will provide insight into the key elements to include and helpful resume writing tips. The examples included in this guide showcase successful resumes for Service Delivery Managers and can serve as a foundation for creating an impressive resume.

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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Service Delivery Manager

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

I am an experienced Service Delivery Manager with a proven track record of success leading and managing customer service operations to deliver superior customer service and satisfaction. My expertise includes leading teams to successfully deliver service excellence and driving customer loyalty. I possess excellent communication and problem- solving skills to resolve customer issues in a timely and effective manner, and I am highly resourceful in finding innovative solutions to complex customer service challenges.

Core Skills :

• Team Leadership
• Customer Service Excellence
• Problem Resolution
• Process Improvement
• Stakeholder Management
• Project Management
• Service Delivery Management
• Strategic Planning
• Business Analysis

Professional Experience :

Service Delivery Manager – ABC Company, 2014 – Present

• Lead and manage customer service operations to ensure service delivery excellence
• Develop and implement service delivery strategies to maximize customer satisfaction
• Work with cross- functional teams to identify areas for improvement and develop innovative solutions
• Manage customer service inquiries and escalations.
• Develop and implement process improvements to ensure customer service standards are met
• Monitor customer service KPIs to ensure service delivery goals are achieved

Education :

Bachelor of Science in Business Management – XYZ University, 2010

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Service Delivery Manager Resume with No Experience

• Dedicated Service Delivery Manager with extensive experience in customer service, organizational development, team management, and process improvement.
• Strong communicator, problem solver, and project manager with the ability to effectively interact with clients, build productive relationships, and lead teams to successful outcomes.
• Skilled in project planning, project management, and customer service.
• Strong customer service skills
• Excellent problem solving and organizational skills
• Ability to effectively manage projects and personnel
• Excellent communication, interpersonal, and negotiation skills
• Ability to analyze and interpret data
• Ability to develop and implement processes and procedures
• Strategic planning and leadership experience

Responsibilities

• Develop and implement effective service delivery processes and procedures
• Collaborate with internal and external stakeholders to ensure successful service delivery
• Track, monitor, and report on performance metrics
• Ensure customer satisfaction and drive continuous improvement
• Lead, motivate, and mentor team members
• Create and manage budgets and timelines
• Develop and maintain strong relationships with customers and vendors

Experience 0 Years

Level Junior

Education Bachelor’s

Service Delivery Manager Resume with 2 Years of Experience

Dynamic and organized Service Delivery Manager with two years of experience managing service delivery and client relationships. Proven track record of increasing customer satisfaction, improving operational efficiency, and driving process optimization. Possess excellent problem solving and critical thinking skills. Possess great ability to build and maintain relationships with customers and colleagues.

• Customer Relationship Management
• Operational Efficiency
• Problem Solving
• Time Management
• Communication

Responsibilities :

• Develop and implement effective service delivery strategies and procedures
• Monitor and analyze customer feedback and take corrective action
• Collaborate with stakeholders to ensure that service delivery meets customer expectations
• Design and implement tools to improve operational efficiency
• Create and track service delivery performance metrics
• Manage service delivery team and ensure team members adhere to quality standards
• Develop and manage relationships with clients to ensure customer satisfaction
• Collaborate with various departments to ensure successful service delivery

Experience 2+ Years

Service Delivery Manager Resume with 5 Years of Experience

Highly organized and motivated Service Delivery Manager with 5 years of experience in overseeing operations and troubleshooting technical issues. Demonstrated track record of ensuring customer satisfaction with timely and quality delivery of services. Experienced in developing and implementing strategies for increasing efficiency, analyzing data and identifying areas for improvement. Skilled in providing technical support and maintaining positive customer relationships.

• Administrative and Management
• Customer Service
• Operational Planning
• Technical Troubleshooting
• Data Analysis
• Developed and implemented operational strategies to improve efficiency and reduce costs.
• Monitored services to ensure customer satisfaction and promptly resolve technical issues.
• Established and maintained positive relationships with customers to ensure repeat business.
• Coordinated team members to ensure timely and quality delivery of services.
• Analyzed data to identify opportunities for improvement and make recommendations.
• Developed and implemented process improvement plans to increase efficiency.
• Provided technical support and troubleshooting services to customers.
• Trained and coached team members to increase knowledge and skills.

Experience 5+ Years

Level Senior

Service Delivery Manager Resume with 7 Years of Experience

Service Delivery Manager with 7 years of experience in providing services and solutions to maximize customer satisfaction. Possesses excellent customer service and problem- solving skills; adept in working with third- party vendors to ensure timely and efficient delivery of services. Highly organized and reliable, with a track record of meeting challenging deadlines. Proven ability to handle multiple projects and prioritize tasks to ensure successful outcomes.

• Vendor Management
• Problem- solving
• Managed delivery of services and solutions to customers, ensuring customer satisfaction
• Monitored vendor performance and worked with third- party vendors to ensure timely and efficient delivery of services
• Developed and implemented service delivery strategies to meet customer requirements
• Negotiated contracts with vendors and monitored budget allocations
• Resolved customer complaints and provided customer service in a timely manner
• Developed and maintained internal and external relationships to ensure successful delivery of services
• Collaborated with cross- functional teams and stakeholders to ensure successful outcomes
• Implemented process and quality improvement initiatives to ensure project delivery on time and on budget

Experience 7+ Years

Service Delivery Manager Resume with 10 Years of Experience

Result- oriented and experienced Service Delivery Manager with a 10- year track record of leading highly- effective service delivery teams and ensuring successful customer service. Demonstrated success in delivering operational and cost efficiencies, while fostering a customer- centric culture and improving overall service performance. Possess an in- depth understanding of emerging technologies, along with excellent problem- solving and communication skills.

• Process Definition & Improvement
• Risk Management & Mitigation
• Service Level Management
• Incident/Problem Resolution
• Relationship & Stakeholder Management
• Operational & Cost Efficiency
• ITIL Compliance
• Leadership & Team Building
• Developed and implemented service delivery strategies to ensure successful customer service.
• Designed and implemented process and procedures for efficient service delivery.
• Managed risk and created mitigation plans for any potential risk.
• Identified, monitored and managed service levels and SLAs to meet customer satisfaction.
• Led problem resolution and incident management processes.
• Built and maintained relationships with stakeholders and partners.
• Established operational and cost efficiencies and managed budgets.
• Assured ITIL compliance and oversaw team performance.
• Mentored and trained team members and developed their skills.

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Delivery Manager Resume with 15 Years of Experience

I am an experienced Service Delivery Manager with 15 years of experience in IT, including strategy, operations, and project management. I have experience in developing and maintaining customer relationships, resolving customer issues, and adhering to customer service protocols. My broad skillset has enabled me to manage multiple projects for a variety of customers successfully with an emphasis on customer satisfaction. I’m an avid problem- solver and excellent communicator who can effectively communicate with customers, colleagues, and team members.

• IT Service Delivery
• Problem- solving Skills
• Excellent Communication Skills
• Team Management
• Developing and managing customer relationships
• Ensuring customer service objectives are met
• Resolving customer issues
• Implementing customer service policies and procedures
• Coordinating and leading project teams
• Providing training and guidance to team members
• Identifying customer needs and expectations
• Analyzing customer data to identify trends and potential problems
• Providing project updates to stakeholders

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Service Delivery Manager resume?

A Service Delivery Manager is responsible for overseeing the successful delivery of services to customers. Therefore, it’s important to include all relevant information in a Service Delivery Manager resume to ensure employers are able to quickly determine if an applicant is suitable for the role.

When creating your Service Delivery Manager resume, consider including the following:

• Contact information: Include your name, address, phone number, and email address so employers can easily contact you.
• Professional summary: Write a brief overview of your skills and qualifications.
• Work experience: List any prior experience in service delivery management, including the name of the organization, job title, and time span.
• Core competencies: Identify the areas where you are most knowledgeable, such as customer service, project management, and problem solving.
• Education: Include any degrees, certifications, or special training related to service delivery management.
• Professional affiliations: Describe any professional organizations or industry groups you are associated with.
• Achievements: Highlight any awards or recognitions you have received.
• References: Provide the names and contact information of references who can vouch for your service delivery management skills.

By including all of the necessary information in your Service Delivery Manager resume, employers will quickly be able to determine if you are a suitable candidate for the position.

What is a good summary for a Service Delivery Manager resume?

A Service Delivery Manager resume must effectively communicate a candidate’s proven experience in delivering client-facing services and managing customer relationships. It should include highlights of the candidate’s expertise in service delivery, customer management, and customer satisfaction. The resume should also reflect the candidate’s ability to develop and implement service strategies and drive business growth.

The summary section of a Service Delivery Manager’s resume should provide an overview of the candidate’s professional skills, qualifications, and experience. It should emphasize the candidate’s strengths in relationship building, problem-solving, and customer service. It should also demonstrate their leadership skills and ability to work with various teams and stakeholders.

A good summary for a Service Delivery Manager resume should also emphasize the candidate’s ability to manage multiple projects, prioritize tasks, and ensure the timely delivery of services. The summary should also showcase the candidate’s knowledge of service delivery frameworks and strategies, as well as their track record of successful service delivery projects.

What is a good objective for a Service Delivery Manager resume?

A Service Delivery Manager’s resume objective should focus on the task-oriented and organizational skills that make you a great fit for the role. It should also emphasize your ability to lead teams and ensure customer satisfaction. Your resume objective should be concise yet specific, and can include the following points:

• Create and implement effective strategies to manage and improve service delivery
• Develop and maintain strong relationships with customers and suppliers
• Monitor and analyze service delivery performance and customer feedback
• Lead and motivate teams to meet service goals efficiently and effectively
• Ensure compliance with company policies and standards
• Solve operational issues and resolve customer complaints
• Utilize data and technology to improve communications and services
• Develop and maintain documentation for service delivery processes and procedures
• Manage the budget for service delivery and maintain cost-effectiveness.

How do you list Service Delivery Manager skills on a resume?

A Service Delivery Manager is a professional who is responsible for overseeing the delivery of services to a company’s customers. They must have a wide range of skills to ensure a successful service delivery process. Here are some of the most important skills to list on a Service Delivery Manager resume:

• Project Management: Being able to effectively manage and coordinate multiple projects. This includes developing project plans, delegating tasks, setting deadlines and ensuring projects are delivered on time.
• Excellent Communication Skills: Having strong written and verbal communication skills to be able to effectively communicate with customers, vendors and colleagues.
• Problem-Solving: Having the ability to identify issues and devise solutions. This includes troubleshooting technical issues, identifying process improvements and implementing strategies.
• Customer Service: Having a customer-focused attitude and the ability to handle challenging customer situations. This includes responding to customer inquiries, resolving customer issues and providing customer feedback.
• Leadership: Possessing strong leadership skills to motivate and lead a team. This includes managing team performance, providing guidance and building a collaborative team environment.
• Process Improvement: Having the ability to identify areas of improvement in the service delivery process, and implementing strategies to improve efficiency and performance.
• Organizational Skills: Possessing the ability to organize workflows and tasks. This includes using time management techniques to prioritize tasks, and manage workloads.
• Technical Expertise: Having a strong technical aptitude and the ability to learn new systems quickly. This includes being proficient in software and hardware applications.

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

A Service Delivery Manager plays a critical role in managing the delivery of services to clients. As such, the Service Delivery Manager should have a variety of skills to ensure successful service delivery. Here are the most important skills you should include on your resume for a Service Delivery Manager position:

• Operational Leadership: As a Service Delivery Manager, you will be responsible for leading the operational delivery of services. Demonstrate your ability to lead an operational team by promoting efficient processes, developing strategies to improve outcomes, and leading teams to achieve desired outcomes.
• Project Management: You will need to be able to manage projects from start to finish, ensuring that services are delivered on-time and on-budget. Showcase your ability to track progress and manage timelines, as well as your experience with project management software such as Microsoft Project.
• Client Service: Excellent client service is essential for successful service delivery. Showcase your ability to build and maintain relationships with clients, as well as your experience in problem-solving and customer support.
• Technical Knowledge: You should have a good understanding of the technical aspects of service delivery, including hardware and software requirements, network configurations, and security protocols. Showcase your technical knowledge and experience in your resume.
• Analytical Thinking: As a Service Delivery Manager, you will need to be able to analyze data and make decisions quickly. Showcase your analytical thinking skills by highlighting your ability to interpret data and identify areas for improvement.
• Communication: You will need to be able to communicate effectively with team members and clients. Showcase your communication skills by demonstrating your ability to communicate technical concepts to non-technical audiences, as well as your experience in writing and presenting reports.

Key takeaways for an Service Delivery Manager resume

Writing a resume for a Service Delivery Manager position can be overwhelming. It’s important to highlight the skills and abilities that will make you stand out from the competition. Here are some key takeaways to consider when crafting your resume:

• Highlight Your Service Delivery Management Experience: Your resume should emphasize the service delivery management skills and experience you have acquired. Include any projects you have managed, such as the implementation of process improvements, customer service strategies, or the development of new systems.
• Showcase Your Problem-Solving Abilities: Service delivery managers are expected to have strong problem-solving skills. Show potential employers how you have used these abilities to resolve customer issues and improve service delivery performance.
• Emphasize Your Communication Skills: Service delivery managers must have excellent communication skills when dealing with clients, vendors, and their own teams. Showcase your communication skills on your resume by highlighting any presentations you have given, as well as any customer service training you have facilitated.
• Demonstrate Your Leadership Qualities: The ability to lead and manage teams is a trait many employers look for in a service delivery manager. Include any examples of when you have successfully led teams or achieved objectives in difficult scenarios.
• Showcase Your Knowledge of Service Delivery Systems: Employers will be interested in seeing any experience you have with service delivery systems and software. Demonstrate your knowledge by including any training you have completed or any successful service delivery initiatives you have implemented.

Following these tips can help you create a resume that will help you stand out from the competition. Be sure to highlight your service delivery management experience, problem-solving abilities, communication skills, leadership qualities, and knowledge of service delivery systems. This can help you secure the role of Service Delivery Manager.

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Service Delivery Manager resume examples for 2024

A service delivery manager resume should highlight a balance of technical acumen and interpersonal skills. Project management, customer satisfaction, and a knack for continuous improvement are vital in this role. As a service delivery manager, you'll be working closely with customers and internal teams, so being able to communicate effectively and drive growth is crucial.

Service Delivery Manager resume example

How to format your service delivery manager resume:.

• Align the job title on your resume with the applied position: Service Delivery Manager
• Highlight accomplishments rather than responsibilities in your work experience section. For example, 'Insured completion of required Hardware Asset Management documentation' becomes 'Completed Hardware Asset Management documentation, ensuring adherence to required standards' and 'Established SharePoint site for service level management visibility' becomes 'Established SharePoint site, increasing efficiency in service request prioritization for release management',
• Compress your resume to one page, focusing on relevant achievements and skills for the role, such as 'Led the migration of SAP applications to Microsoft Azure', 'Managed multiple teams including Windows and Unix Server teams' and 'Provided leadership to achieve service delivery goals of customer satisfaction, operational excellence, team skill development, and financial contribution'

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 June 25, 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 Sample

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Work Experience

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

Professional Skills

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

How to write Service Delivery Manager Resume

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

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Delivery Manager Resume

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

• First and last name
• Telephone number

Work Experience in Your Service Delivery Manager Resume

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

Representative Service Delivery Manager resume experience can include:

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

Education on a Service Delivery Manager Resume

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

Additional details to include:

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

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

Professional Skills in Service Delivery Manager Resume

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

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

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

List of Typical Experience For a Service Delivery Manager Resume

Experience for technical service delivery manager resume.

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

Experience For Regional Service Delivery Manager Resume

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

Experience For Application Service Delivery Manager Resume

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

Experience For Junior Service Delivery Manager Resume

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

Experience For SAP Service Delivery Manager Resume

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

Experience For Global Service Delivery Manager Resume

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

Experience For Partner Service Delivery Manager Resume

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

Experience For Infrastructure Service Delivery Manager Resume

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

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

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

Experience For IS Service Delivery Manager for Application Run Resume

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

List of Typical Skills For a Service Delivery Manager Resume

Skills for technical service delivery manager resume.

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

Skills For Regional Service Delivery Manager Resume

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

Skills For Application Service Delivery Manager Resume

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

Skills For Junior Service Delivery Manager Resume

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

Skills For SAP Service Delivery Manager Resume

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

Skills For Global Service Delivery Manager Resume

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

Skills For Partner Service Delivery Manager Resume

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

Skills For Infrastructure Service Delivery Manager Resume

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

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

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

Skills For IS Service Delivery Manager for Application Run Resume

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

List of Typical Responsibilities For a Service Delivery Manager Resume

Responsibilities for technical service delivery manager resume.

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

Responsibilities For Regional Service Delivery Manager Resume

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

Responsibilities For Application Service Delivery Manager Resume

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

Responsibilities For Junior Service Delivery Manager Resume

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

Responsibilities For SAP Service Delivery Manager Resume

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

Responsibilities For Global Service Delivery Manager Resume

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

Responsibilities For Partner Service Delivery Manager Resume

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

Responsibilities For Infrastructure Service Delivery Manager Resume

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

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

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

Responsibilities For IS Service Delivery Manager for Application Run Resume

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

Related to Service Delivery Manager Resume Samples

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

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Service delivery manager: resume samples & writing guide, employment history.

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

Do you already have a resume? Use our PDF converter and edit your resume.

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

Professional Summary

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Table of Content

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

service delivery manager Job Descriptions; Explained

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

service delivery manager

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

service delivery manager Job Skills

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

How to include technical skills in your resume:

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

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

How to include soft skills in your resume:

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

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

How to Improve Your service delivery manager Resume

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

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

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

How to Optimize Your service delivery manager Resume

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

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

Correct Grammar and Address Gap Years in Your Resume

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

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

service delivery manager Cover Letter Example

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

Greetings Apple Recruitment Team

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

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

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

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

Related Resumes & Cover Letters

Contemporary

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• • Led a team of 12 in developing and deploying an integrated cloud solution, resulting in a 35% increase in resource utilization.
• • Managed project budgets exceeding $4M, consistently delivering on time and within budget.
• • Implemented Agile methodologies across teams, improving project completion rate by 20%
• • Coordinated with international vendors for timely procurement of technological resources, optimizing the supply chain.
• • Formulated risk management plans for high-stake projects, reducing potential setbacks by 25%.
• • Established a structured communication protocol to enhance team productivity by 30%.
• • Oversaw multi-disciplinary project teams of 8 to deliver bespoke software solutions for B2B clients.
• • Reduced project delivery timelines by 15% through process optimization and workflow automation.
• • Delivered a key project for a Fortune 500 company, which led to a 10% increase in annual revenue.
• • Maintained stakeholder satisfaction rate above 90% by delivering consistent and clear progress updates.
• • Introduced performance metrics that improved individual accountability and project success rates.
• • Coordinated internal resources and third parties/vendors for the flawless execution of projects.
• • Improved team efficiency by implementing innovative project management tools and techniques.
• • Successfully completed 10+ projects annually, fostering strong client relationships.
• • Achieved a 95% project satisfaction score based on client feedback surveys.

10 Delivery Manager Resume Examples & Guide for 2024

The responsibilities of a Delivery Manager encompass overseeing project delivery, ensuring client satisfaction, and facilitating communication among teams. On your resume, highlight your experience with project management methodologies, your ability to meet deadlines, and your success in managing client relationships. Include competencies such as agile project management, effective communication, and risk assessment. Emphasizing your track record of improving project efficiency and your role in driving customer success will clearly demonstrate your impact in previous positions.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a delivery manager, one resume challenge you might face is showcasing the complexity of your project management skills and ability to optimize delivery processes. Our guide can help by providing tailored tips to effectively highlight your accomplishments and the impact of your leadership on project outcomes.

• The most effective delivery manager resume samples, reflecting on experience and skills.
• +10 simple, yet impactful methods to tailor your delivery manager resume to the job advert.
• Using your professional achievements as the North Star to your unique value as a delivery manager candidate.
• 'No one cares about your education nowadays …' Let's prove this statement wrong with the best-kept industry secrets to your education and certifications.

If the delivery manager resume isn't the right one for you, take a look at other related guides we have:

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• Production Manager Resume Example
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Optimize your delivery manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your delivery manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your delivery manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important delivery manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your delivery manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your delivery manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your delivery manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

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If the certificate you've obtained is especially vital for the industry or company, include it as part of your name within the resume headline.

Traditional sections, appreciated by recruiters, for your 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 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:

• Proven track record in managing and optimizing delivery operations for efficiency and cost-effectiveness.
• Demonstrated ability to lead and motivate a team to meet delivery targets consistently on time and at a high quality.
• Strong experience with logistics and supply chain management software and tools specific to delivery scheduling and tracking.
• Experience with performance metrics and process improvement techniques to enhance delivery speed and customer satisfaction.
• Exceptional problem-solving skills with the ability to manage unexpected delays and challenges in the delivery process.

Creating your delivery manager resume experience to catch recruiters' attention

Remember that for the delivery manager role, hiring managers are looking to see how your expertise aligns with their requirements. Here's where your resume experience section can help out. Make sure you:

• Include mainly roles that are relevant to the delivery manager job you're applying for;
• Don't go too far back in your experience - recruiters will only care what you did a decade ago if it's really important for the delivery manager role;
• Each bullet you include should say what you did, followed by the skills you used and the actual end result of your efforts;
• Quantify each of your achievements with numbers and possibly the overall effect it had on the organization;
• Highlight transferrable skills - or personal skills you've attained thanks to past jobs - that could be applicable within your potential workplace. This would showcase your unique value as a professional.

Formatting the experience section of your resume doesn't have to be an over-the-top deep dive into your whole career. Follow the delivery manager resume examples below to see how industry-leading professionals are presenting their experience:

• Led a team responsible for developing and optimizing delivery routes, reducing average delivery time by 22%, enhancing customer satisfaction.
• Spearheaded the implementation of a technology stack upgrade that increased package tracking accuracy by 35% and reduced lost parcels by 15%.
• Collaborated with cross-functional teams to introduce agile project management methodologies, shortening project delivery cycles by 25%.
• Managed a portfolio of delivery projects with an annual budget of $5M, successfully delivering 97% of projects on time and within budget.
• Drove the digitization of delivery processes, leading to a 40% reduction in manual errors and a 20% increase in operational efficiency.
• Negotiated contracts with third-party logistics providers, achieving a cost reduction of 18% while maintaining service quality.
• Managed a team of 50 delivery personnel and fleet operations, achieving a record of 99.5% on-time delivery rate over 4 years.
• Implemented lean management principles in delivery operations, which led to a consistent 10% year-over-year reduction in operational costs.
• Launched a customer feedback loop that addressed delivery concerns, ultimately improving Net Promoter Score by 30 points.
• Orchestrated the integration of autonomous delivery vehicles into the existing fleet, enhancing delivery efficiency by 27% over a 3-year period.
• Developed and executed a strategic plan for delivery network expansion, leading to a 20% growth in serviceable zip codes.
• Championed a sustainability initiative that cut carbon emissions from delivery operations by 33%.
• Oversaw the adoption of dynamic routing software, which reduced drive times by an average of 15 minutes per delivery, saving $750K annually.
• Led the development of a delivery performance dashboard that provided real-time KPIs, enabling better strategic decision-making.
• Fostered strong team morale that resulted in a 45% decrease in delivery staff turnover.
• Pioneered a cross-border delivery program, increasing the company’s international delivery capabilities by 50% and driving revenue growth.
• Introduced a tiered delivery service model, which enhanced margins by up to 18% for premium service options.
• Cultivated partnerships with technology vendors to deploy an AI-driven logistics platform, improving delivery prediction accuracy by 40%.
• Directed the successful rollout of a customer-centric delivery app, which led to a 65% increase in digital engagement and a 25% uptick in repeat business.
• Enhanced operational training programs, which empowered delivery teams to exceed key performance indicators by 20% each quarter.
• Executed risk mitigation strategies that preemptively addressed potential delivery disruptions, maintaining a 98% reliability rate.
• Spearheading a continuous improvement program for delivery operations, targeting a 5% quarterly efficiency increase by streamlining delivery processes.
• Cultivating a culture of safety and compliance within the delivery teams, leading to a 60% decrease in workplace incidents.
• Deploying a scaled agile framework to align delivery practices with evolving market demands and rapidly shifting consumer needs.

Quantifying impact on your resume

• Include the number of delivery personnel you've managed to demonstrate leadership and oversight capabilities.
• List the percentage improvement in delivery times to showcase efficiency gains.
• Highlight the reduction in costs due to optimized delivery routes or supplier negotiations.
• Indicate the total volume of goods delivered annually to convey the scale of operations you have experience with.
• Mention the customer satisfaction score or net promoter score improvement to emphasize customer-centric achievements.
• Quantify the number of successful projects or process improvements implemented to show initiative and outcome-focused management.
• Detail the increase in delivery frequency or routes managed to outline operational growth.
• Present the error reduction rate in logistics operations to underline quality and reliability in service.

Action verbs for your delivery manager resume

No experience, no problem: writing your delivery manager resume

You're quite set on the delivery manager role of your dreams and think your application may add further value to your potential employers. Yet, you have no work experience . Here's how you can curate your resume to substitute your lack of experience:

• Don't list every single role you've had so far, but focus on ones that would align with the job you're applying for
• Include any valid experience in the field - whether it's at research or intern level
• Highlight the soft skills you'd bring about - those personality traits that have an added value to your application
• Focus on your education and certifications, if they make sense for the role.

Recommended reads:

• Should I Put In An Incomplete Degree On A Resume?
• How to List Continuing Education on Your Resume

Balancing hard and soft skills in your delivery manager resume

Recruiters indeed pay close attention to the specific hard and soft skills candidates possess. Hard skills refer to technical abilities or your proficiency in technologies, while soft skills are the personal attributes and qualities developed over your lifetime.

If you're unsure about effectively quantifying these skills on your resume, follow our step-by-step guide. It's crucial to first understand the key job requirements for the role. Doing so enables you to accurately list your:

• Hard skills in sections like skills, education, and certifications. Your technical expertise is straightforward to quantify. Most organizations find it sufficient to mention the certificates you've earned, along with your proficiency level.
• Soft skills within your experience, achievements, strengths, etc. Defining interpersonal communication traits in your resume can be challenging. Focus on showcasing the accomplishments you've achieved through these skills.

Remember, when tailoring your delivery manager resume, ensure that the skills you list match exactly with those in the job requirements. For instance, if the job listing specifies "Microsoft Word," include this exact term rather than just "Word" or "MSO."

Top skills for your Delivery Manager resume:

Agile Methodologies

Project Management Software (e.g., Jira, Trello)

Cloud Computing (e.g., AWS, Azure)

DevOps Practices

SQL and Database Management

API Management

Software Development Life Cycle (SDLC)

Continuous Integration/Continuous Deployment (CI/CD)

Risk Management Tools

Reporting and Analytics Tools

Communication

Problem-Solving

Time Management

Team Collaboration

Adaptability

Conflict Resolution

Stakeholder Management

Critical Thinking

If you happen to have plenty of certificates, select the ones that are most applicable and sought-after across the industry. Organize them by relevance to the role you're applying for.

The basics of your delivery manager resume certifications and education sections

Improve the education and certification sections of your delivery manager resume by:

• Dedicating more prominent space to certificates that are more recent and have helped you update your skill set
• Keeping all the information you list to the basics: certificate/degree name, institution, and graduation dates
• Writing supplementary information in the details of your certification or education section, only if you lack experience or want to show further skill alignment
• Including your credential or license number, only if the information is valid to your application or certification

Within delivery manager job adverts, relevant education, and certification are always listed within the key prerequisite for the role.

Ensure you meet all job requirements with some of the leading certificates in the industry:

The top 5 certifications for your delivery manager resume:

• PMP (Project Management Professional) - Project Management Institute
• CSM (Certified ScrumMaster) - Scrum Alliance
• PRINCE2 (PRojects IN Controlled Environments) - AXELOS
• PSM I (Professional Scrum Master Level I) - Scrum.org
• SAFe (Scaled Agile Framework) Agilist Certification - Scaled Agile, Inc.

List all your relevant higher education degrees within your resume in reverse chronological order (starting with the latest). There are cases when your PhD in a particular field could help you stand apart from other candidates.

• Perfecting the Education Section on Your Resume
• Should You Include Eagle Scout On Your Resume?

The summary or objective: focusing on the top one-third of your resume

It's a well-known fact that the top one-third of your delivery manager resume is the make-it-or-break-it moment of your application. The resume summary and objective could help you further build up your professional profile.

• If you have plenty of career highlights behind your back, use the resume summary . The delivery manager summary immediately focuses recruiters' attention on what matters most within your experience.
• The resume objective is the perfect choice for balancing your career achievements with your vision. Use it to state precisely how you see yourself in a couple of years' time - as part of the company you're applying for.

Both the resume summary and resume objective can be your value pitch to potential employers: answering what makes your application unique and the top choice for the delivery manager role. They both have to be specific and tailored - as there's no one-size-fits-all approach to writing your delivery manager summary or objective. Use the delivery manager examples below as a starting point:

Resume summaries for a delivery manager job

• Seasoned Delivery Manager with over 12 years of dedicated experience managing complex logistics operations for top-tier e-commerce firms. Key skills include strategic route planning, team leadership, and optimal resource utilization, with a record of reducing delivery times by 30% through innovative measures.
• Expert Delivery Manager hailing from a background in manufacturing, with 8 years of experience pivoting adeptly to manage high-volume distribution networks for retail channels. Proficient in supply chain software, adept in risk mitigation strategies, and credited with a 25% increase in on-time deliveries for a multinational corporation.
• Accomplished software engineer eager to leverage coding expertise and problem-solving acumen in transitioning to a Delivery Manager career. With 10 years of software development experience, ready to apply systematic analytical skills to enhance delivery processes and contribute to operational excellence.
• Passionate educator with 15 years of leadership experience looking to transfer skills into delivery management. Combining a strong background in team coordination and planning with a zeal for logistics, aiming to contribute to streamlined delivery solutions a fast-paced environment.
• Eager to forge a career in delivery management, bringing a fresh perspective bolstered by a determination to master supply chain dynamics and drive efficiency. Excited about the opportunity to blend analytical thinking with robust physical processes to ensure expedited delivery experiences.
• Aspiring to kick-start a career in delivery management with an unwavering commitment to learn and excel. Motivated to integrate my energy and adaptability to foster rapid delivery services, while immersing myself in state-of-the-art dispatching tools and methodologies.

Miscellaneous delivery manager resume sections for a more personalized approach

Your delivery manager resume can reflect even more upon your personality and best qualities - that is if you decide on including a couple of additional resume sections to support your application.

Some of the best-accepted industry-wide choices include the:

• Resume projects - getting into the outcomes of your most important work, so far;
• Languages on your resume - detailing your proficiency level;
• Special recognitions - dedicated to your most prominent industry awards;
• Hobbies and interests - defining how you spend your free time.

Key takeaways

Writing your delivery manager resume can be a structured and simple experience, once you better understand the organization's requirements for the role you're applying to. To sum up, we'd like to remind you to:

• Always select which experiences, skills, and achievements to feature on your resume based on relevancy to the role;
• In your resume summary, ensure you've cherry-picked your top achievements and matched them with the job ad's skills;
• Submit your delivery manager resume as a one or two-page long document at the most, in a PDF format;
• Select industry leading certifications and list your higher education to highlight you have the basis for technical know-how;
• Quantify your people's skills through various resume sections (e.g. Strengths, Hobbies and interests, etc.) to show recruiters how your profile aligns with the organizational culture.

Looking to build your own Delivery Manager resume?

• Resume Examples

How to present your informal education to employers

Letter of interest vs. cover letter: what's the difference, compétences linguistiques sur un cv : comment expliquer la connaissance et la maîtrise d’une langue, prepare for a job interview with these 40+ chatgpt prompts, best resume layout: 9 examples and templates that recruiters approve, how to write a great linkedin connection message [with examples].

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