Customer Delivery Manager Resume Sample
Nikolas Runte
201 Sven Turnpike,
Detroit,
MI
+1 (555) 815 6323
Work Experience
Customer Delivery Manager
03/2018
-
PRESENT
Boston, MA
- Build, lead and coach a high-performance delivery and product owner team
- Implement agile principles with focus on velocity of continuous delivery
- Manage multiple and interdependent deliverables aligned with the in-store technology roadmap and strategy
- Develop plans and lead implementation, testing, analytics, training and operational transition
- Manage risks by proactively identifying, mitigating, and appropriately escalating such risks
- Engage internal, cross-functional, and external resources through the delivery life-cycle through to operational transition
- Regularly interact with and present to senior management and clients
Customer Experience Delivery Manager
02/2014
-
12/2017
Houston, TX
- Financial pricing knowledge, understand the global HPEFS credit policy and procedures and legal requirements. Knowledgeable of basic tax and accounting processes and procedures. Knowledge of compensation philosophy, knowledge of cultural differences
- Extensive knowledge of the leasing process
- Credit, Legal Documentation, Customer Service and Operations experience
- HPEFS past experiences is a strong asset
- Mastery in English required. Mastery in a 2nd language would be an advantage
- Manage complex and fractionated project scopes within in a much segmented rollout scenario full of
- Experience in supply chain or management consulting
- Provide enhanced Project or Program management for strategic and complex initiatives.. Document and steer specific milestones
- Serve as the customer’s primary point of contact for escalated operational and technology issues
GEO Customer Delivery Manager
08/2010
-
01/2014
Boston, MA
- Accountable for competition of contractual requirements (e.g. Acceptance Testing done, PAC signed by Customer)
- Accountable for closing the Customer Contract Execution (e.g. collect lessons learnt, post calculations, document PTA completion, PSS , Customer handover activities, internal handover )
- Ensure seamless delivery for new emerging products, value-added services and complex cross functional projects
- Cost Baseline Adherence (incl. change management)
- Project Asset Rotation Days (PARD)
- Customer Engagement Survey (CES) score
- E2e Demand Accuracy (Equipment + Services) for contracted work
- Gate 6 - Project Target Agreement (PTA) implemented
Education
University of Texas at San Antonio
2006 - 2010
Master's Degree in Engineering
Professional Skills
- Able to give and receive feedback, effective communication skills, effective interpersonal skills, effective presentation skills
- Able to multitask, effective follow-up and follow-thru skills, effective organization skills, effective time management skills
- Expert issue management skills; analytical, technical and problem solving skills to identify and facilitate problem resolution in a timely manner
- Superb influencing, negotiation and communication skills with strong commercial acumen
- Strong leadership and interpersonal skills with a solid track record for developing internal and external relationships
- Strong and proven experience in the payment industry
- Possessing seasoned negotiation skills to deal with customers, relationship managers, and IT staff on deliverables, key tradeoffs and resource requirements
How to write Customer Delivery Manager Resume
Customer Delivery Manager role is responsible for software, record, wireless, retail, finance, credit, training, integration, printing, telecommunications.
To write great resume for customer delivery manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Delivery Manager Resume
The section contact information is important in your customer 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 Customer Delivery Manager Resume
The section work experience is an essential part of your customer 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 customer 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 customer delivery manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Delivery Manager resume experience can include:
- A demonstrated ability to effectively address customer facing challenges
- A solid understanding of the technologies delivered by Rogers Enterprise, and a proven track, record of implementing process solutions
- Partner with Strategic Skills and Enablement Team to ensure team has working knowledge and take advantage of the various learning opportunities
- Providing leadership to Customer Delivery Teams and facilitating teams' ability to provide seamless delivery and excellent service to customer/stakeholders
- Managing business priorities within the team
- Leading the effective execution of global transactions
Education on a Customer Delivery Manager Resume
Make sure to make education a priority on your customer 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 customer 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 Customer Delivery Manager Resume
When listing skills on your customer 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 customer delivery manager skills:
- Effective boundary management skills
- Excellent communication skills: verbal, written & presentation with the capability to represent the company at external customer & industry events
- Strong written communication skills with the ability to understand customer needs
- Good relationship management skills with regards to internal and external stakeholders and team members
- Ensuring colleagues have appropriate tools/competencies to perform effectively/efficiently and that Members are in compliance with policies/procedures
- Good relevant work experience in data processing/financial industry/banking operations
List of Typical Experience For a Customer Delivery Manager Resume
1
Experience For Customer Experience Delivery Manager Resume
- Strong project management skills including planning capabilities based on a demonstrated track record of success in multi- platform project management
- Excellent communication skills (oral and written) and the ability to interface with all levels of the organization
- Experienced and proven successful in P&L management on account level
- Expertise in vendor evaluation, selection and vendor management skills
- Experience in the effective utilisation of remote delivery capability
2
Experience For Manager, Customer Delivery Resume
- Project delivery experience in the area of projects delivery, integration, real time messaging, batch processing
- Proven track record as a Project Delivery Manager managing large Agile Projects
- Good knowledge of the payments/payment card ecosystem or the financial services industry
- A desire to lead in a dynamic environment and an ability to prioritize his/her own actions as well as those of his/her team
- Effective import and export of Global Transactions in a globally consistent manner within the Customer Delivery Team
- Manage career development and establish strong talent pipeline
3
Experience For Customer Delivery Manager Israel Resume
- Experienced with solving complex problems where analysis of situations or data requires in-depth evolution of various factors
- Experience working with customers in Kenya
- Relevant experience in operations and maintenance of wireless networks and managing a team of over 20 engineers
- Prepares a clear and effective communications plan and ensures proactive communication of all relevant information to the customer and to all stakeholders
- Have some experience working in organizations with multiple levels, functions and regions
- Demonstrate flexibility in order to manage multiple tasks at the same time
4
Experience For GEO Customer Delivery Manager Resume
- Recent experience in a ITIL driven service management organization
- Leverage strong CSG product knowledge and best practices to guide customers in the implementation, support, and maximization of their CSG product portfolio
- Strong business operation background
- Product, solutions, and/or technical customer support experience in a comparable environment
- Self-starter with the ability to prioritize deliverables and meet deadlines
- Proven track record of delivery with full P&L management ideal
- Managing close working relationships with key customers’ executives and decision-making-level contacts in the product solutions and operations teams
- Planning and management of the activities of the delivery plan, in collaboration with the customer and operations
5
Experience For Customer Delivery Manager Benelux Resume
- Updating Project Management Plan: Continuously and proactively adapt project plans and delivery processes to reflect the changes
- Welcome and support the customer when taking possession of the bus
- Ensure that nonconformities identified have been corrected properly before delivering the bus to the customer
- Improve and manage projects of change of existing delivery process
- Lead investigations and reporting of all project quality issues with the customer
- Lead and facilitate cross functional department meetings to lead to resolution of customer identified issues (including supplier identified issues)
- Travel, including outside of the U.S
- Leads on customer delivery projects in assigned markets ensuring that project objectives, on-time delivery and revenue goals are met
- Provide Executives and Management with timely reporting on implementation progress, issues, risks and containment
6
Experience For Customer Delivery Manager Nordics & Baltics Resume
- Global Best Practice thinking with local execution
- Optimize working relationships with internal customers and support teams
- Ensures smooth transition to production environment and maintenance pieces are in place to support on-going operation with customer
- Travel at least 30% of the time for meetings with customers, training and staff meetings as needed
- Profitability: Ownership of account profitability, cost optimization, recovery planning
7
Experience For Manager of Customer Delivery Resume
- Follow and enforce the delivery process of the bus
- Coordinate the delivery on time and the quality standards required
- Validate if nonconformities identified by the customer meet drawings or standards and works closely with the contract manager to validate if the customer requests are in accordance with the contract
- Develop action plans to eliminate fundamental causes that impact quality
- Lead and facilitate customer meetings
- Resolves and troubleshoots complex technical/business operational issues for customers
- Maintains ownership and account updates on escalations
- Performs high level reviews for assigned accounts on a regular basis
- Assists in the development of high quality business operational plans to facilitate partnership execution
8
Experience For Manager Customer Experience Delivery Resume
- Executes analytics and quantitative analysis to measure progress and success of initiatives
- Demonstrates a strong track record in managing projects with a focus on specific technical aspects of customer accounts and the implementation of technical solutions
- Maintains ownership and account updates on escalated tickets until the issue is resolved
- Onboarding large customer deployments and managing customer expectations from start to finish. Maintaining the integrity of the customer solutions through all steps of the delivery process
- Collaborate to resolve issues and impediments of the delivery process, and assuming overall accountability of the end to end solution for the customer
- Take responsibility for the customer experience by ensuring appropriate engagement takes place throughout the process, acting as the delivery point of contact for the customer – as well as for Sales
- Create and manage constructive relationships with team members, subject matter experts, stakeholders and other members of the organization
- Understand issues and works to remove roadblocks across all operational areas to ensure seamless customer implementation
9
Experience For Customer Value Delivery Manager Resume
- Identify obstacles/conflicts and evaluate, recommend and implement workable solutions
- Escalate issues to the appropriate levels within the organization to mitigate risks and keep delivery on track
- Makes commitments on customer delivery dates and is measured on accuracy
- Develops Project Plan, Schedule as required
- Create Business cases and assess cost and other impacts related to the projects
- Team level attainment of business plan; volume, delinquency, profit and customer satisfaction and other operational measures
10
Experience For Assistant Customer Value Delivery Manager Resume
- Leverage expert CSG product knowledge and best practices to advise customers in the implementation, support, and maximization of their CSG product portfolio
- Lead agent of change
- Facilitates team’s ability to provide seamless delivery and excellent service to customers/stakeholders. Own the attainment of the Total Customer Experience measures and promote a strong customer service culture
- Partner with Business Process to assist in new program implementation and system implementation
- Lead all facets of lease process within SOA guidelines
- Support Sales Reps in contract negotiation & escalations
- Cascade key information and business metrics to Teams on a regular basis
- Ensure Teams are in compliance with policies and procedures and that audit deficiencies are rectified
- Systemic analysis and management of the Customer Delivery Team’s competencies, capabilities, knowledge sharing, effective back up structure and onboarding of new colleagues
List of Typical Skills For a Customer Delivery Manager Resume
1
Skills For Customer Experience Delivery Manager Resume
- Analytical decision-making and detail-oriented thinking combined with strong management skills
- Experienced in a customer facing role at C-level (strong in influencing and negotiations)
- Progressive working experience in the payment industry with strong track record of achievement
- Commercially astute with ITIL 3 certification (or working knowledge thereof), underpinned by highly developed contract and financial management skills
- Demonstrated experience managing large, cross-functional teams within matrix organizations and partners
2
Skills For Manager, Customer Delivery Resume
- Superior interpersonal, written, verbal, listening and presentation skills - ability to communicate cross-functionally with most senior-level executives
- Effectively lead the project team to align with the business objectives, project schedule, and project budget
- Effectively deal with difficult situations and help develop solutions to complex problems
- Understanding senior management’s business strategy and providing project related recommendations for cost effective service delivery
- Understating and implementation experience of Big Data Technologies on both on-premise and Cloud implementations
- Navigate a high-pressure environment with multiple tight deadlines, shifting and competing priorities and several concurrent projects
- Recent experience in managing Outsourcing-like customer relationships
- Effective at resolving problems and issues
3
Skills For Customer Delivery Manager Israel Resume
- Knowledge and experience in managing project management
- Customer Delivery leads the deployment of MasterCard products and services into the Japan market, holding direct accountability for the customer experience
- Strong learning agility, intellectual curiosity and comfort with ambiguity
- Deep knowledge and working experience in technology area in payment industry
- Good systematic approach and analytical thinking mindset; pro-active problem solver
4
Skills For GEO Customer Delivery Manager Resume
- Able to demonstrate leadership & accountability and at ease managing operational, commercial and reputational risk and change
- 3 – 5 years of experience in technical analysis and project management, preferably in a manufacturing industry
- Demonstrates success in project management, focused on specific technical aspects of customers accounts and implementing technical solutions
- Experience working with cross-functional teams and Enterprise Customers
- Experienced in Solution Selling (spot opportunity, understand customer, create solution, close deal)
5
Skills For Customer Delivery Manager Benelux Resume
- Recent experience in solution selling
- Recent experience in driving customer relationship
- Experience managing partners as part of our scope of service delivery towards the customer
- Experienced in managing consumption based services
- Highly organized, able to track multiple concurrent tasks and activities simultaneously; first-hand Change Management and Business Process Mapping experience
- Build strong teams and drive results
- An effective motivator & coach
- Committed to quality with a strong focus on customer needs
- Strong technical payment/products knowledge
6
Skills For Customer Delivery Manager Nordics & Baltics Resume
- Excellent English language proficiency (verbal and written) and fluency in Russian is a requirement
- Experience using Big Data technologies: such as Spark, Steaming or related technologies
- Create an exceptional experience for Mastercard customers when deploying Mastercard products & services and positively influence brand preference
- Experience with presenting to clients and senior executives
- Strong number acumen, including financial and analytics
- Experience with tools, including Excel, PowerPoint, and collaborative tools such as JIRA, Trello, or comparable collaboration tools
- Experience with front end technologies like Java, Javascript, D3, using node JS, JBoss and other related technologies
- Manage the successful completion of all delivery projects for assigned products in the Philippine market with a differentiated customer experience
- Understanding of lease processes and impacts, understanding of the HPEFS Business Framework
7
Skills For Manager of Customer Delivery Resume
- Understanding on Lambda Architecture and Real-Time Streaming
- Being jointly accountable with the Sales Manager through objective setting process for the end to end ownership of the customer, HP and suppliers
- Conducting systemic analysis and management of the Customer Delivery Team's competencies, capabilities, resource balancing, etc
- Leading Structured and Unstructured Data projects
- Understanding and application of PMI best practices and methodologies
- Partnering with GEO Business Process Managers to assist in new program implementation and system implementation
- Managing all facets of lease process within SOA guidelines
- Supporting FAMs in contract negotiation
8
Skills For Manager Customer Experience Delivery Resume
- Cascading key information and business metrics to Customer Delivery Teams on a regular basis
- Performing reviews and other PMC responsibilities
- Following any local requirements as mandated by HR, etc
- Participating in local meetings, events, etc
- Stepping in to act in the absence of the manager to on-board and welcome any new colleagues to the HPEFS organization
- Understanding of Informatica ETL, ELT tools
- Responsible for planning, developing, and executing schedules to ensure timely completion of project deadlines and milestones
- Thorough knowledge of bankcard operations (issuing and acquiring) with emphasis on authorization, clearing and settlement
- Ensures that customer invoices are generated and sent in a timely manner (in the absence of an outsourcing partner for printing and sending of invoices)
9
Skills For Customer Value Delivery Manager Resume
- In the absence of an outsourcing partner for printing and sending invoices, ensures that customer invoices are generated and sent in a timely manner
- Comfortable interacting with all levels of management and working in a cross-functional / matrix environment
- Passionate, engaging and acts with Integrity when working with internal and external stakeholders at all levels; &
- Provide coaching and support to the various roles that make up the project delivery team engaged in enabling a customer’s service solution
- Manages P&L at account level, trusted advisor & extended customer team member building & executing strategies to enable customer’s success
- History of leading successful business transformations using cloud & related technologies
10
Skills For Assistant Customer Value Delivery Manager Resume
- Coordinates customer training on all aspects of MasterCard products and services
- Regularly communicates to management regarding the status of specific project deliverables
- Support Customer Delivery Geography managing high impact initiatives as defined with geography head
- Manages kick off meeting of initiatives and ensures key components for successful delivery are in place
- Advanced ability to consult with the customer and assist them in defining their needs based on product industry knowledge under minimal supervision
- Expert industry knowledge and an understanding of the current and future landscape and trends the Service Management market
List of Typical Responsibilities For a Customer Delivery Manager Resume
1
Responsibilities For Customer Experience Delivery Manager Resume
- Excellent leadership, coaching/mentoring skills
- Work effectively across multicultural and matrix environment
- Proven technical and operational experience in financial services
- Experience working across multiple levels and functions; able to clearly communicate complex technical and business information in an easy to understand manner
- Strong project management capabilities - strategic, highly organized and able to attend to critical details
2
Responsibilities For Manager, Customer Delivery Resume
- Relevant tertiary qualifications or extensive equivalent industry experience
- Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evolution criteria for obtaining results
- Manage client engagements and relationships while providing working with the internal teams
- Interface with external partners for transaction handling
- Collaborate and engage with team members providing valuable input for customer projects/solutions
- Be the local “eyes” of the manager to ensure colleagues are living up to the HPE Core Values
- Conduct research, analysis, education, and training on product configuration issues on behalf of the customer and the Customer Relationship Manager
- Understands fully and practices Culture and Agile principles. Beginning to use Servant Leader concepts
- Able to communicate complex technical and business information in a clear and easy to understand manner both verbally and in writing
3
Responsibilities For Customer Delivery Manager Israel Resume
- Support MasterCard emerging payment products through successful deployment
- Creates an environment of openness and leads others in setting behaviours
- Focused on specific technical aspects of customers’ accounts and implementing technical solutions
- Escalate serious or potentially damaging product or service issues to the appropriate MasterCard internal organization
- Conduct all client and new program implementation kick-off meetings, including travel (where applicable) to client to facilitate project discussions
- Collaborate with other Customer Delivery Managers globally to share best practices and ensure appropriate resource allocation
- Coach colleagues virtually or face to face to reach their highest potential
- Provide guidance and leadership to all colleagues
- The colleagues are in the office on a regular basis
4
Responsibilities For GEO Customer Delivery Manager Resume
- Keep the manager informed of any potential issues observed related to performance
- Ensures all project and operational management is in full alignment with Nokia Mode of Operation (MoO), BG/BL guidelines and the Nokia Project Management Methodology
- Plans customer project and keeps plan updated to reflect and anticipate changes
- Participates in pre-sales and sales process activities. Determines delivery approach alternatives and manages the selection of the final recommended approach to delivery
- Ensures hand over from Sell to Execute and from Delivery to Care is done and monitors progress against it
- Ensures project contract management process is initiated and executed
- Defines the customization of any global operational processes to meet project requirements (for example, network operations, supply chain, logistics, and acceptance)
- Manages the customer relationship during delivery, and serves as the primary interface towards the customer in all activities related to the own scope of the contract, including customer complaints, corrective actions, and changing requirements
- Monitors and controls that the project is delivered within the approved budget, profitability forecast, and planned scope
5
Responsibilities For Customer Delivery Manager Benelux Resume
- Ensures that the project meets all objectives for quality and looks continuously for quality improvement and customer satisfaction
- Conducts thorough Risk Management for all project risks and opportunities
- Seeks to define new opportunities to expand and renew contracts with the customer
- Completes the project closure and/or handover as required (for example, complete contractual requirements, post calculation, lessons learned)
- Lead change and handle conflict
- Accountable versus customer and employer
6
Responsibilities For Customer Delivery Manager Nordics & Baltics Resume
- Dynamically manages its own portfolio of projects
- Prepare, manage and control all project plans (Time, Scope, Cost, HR, Quality, Communication, etc.)
- Clearly explain current project status (Financial and Physical), main achievements, highlights/lowlights, top
- Explain with transparence the objectives, expectation, constraints, challenges, and improvements
- Analyze information needs and functional requirements, develop and maintain the following artifacts, as appropriate: business requirements document (OSSD), use cases, acceptance criteria, and high-level designs
7
Responsibilities For Manager of Customer Delivery Resume
- As a customer product SME, manage conference calls, training sessions, quarterly business reviews and other activities with external customers and partners during problem resolution and implementation activities. Drive, negotiate and influence the team to ensure we meet and/or exceed our customer’s expectations for service and support
- Serve as a strategic advisor to customers and provide product functionality, technology, best practice, process guidance, and implementation consultation within the following areas: Output related products, eCare related products, IM related products, Payment Manager products
- Manage trouble ticket resolution to ensure timely resolution and customer satisfaction. Escalate tickets, as appropriate
- Collaborate with Customer Relationship Manager and act as a liaison between customer and internal teams, ensuring CSG aligns to delivering in the best interests of the customer. Support change management, ensuring all acceptance criteria is met with no customer impact
- Supports the agreed upon Best Practices of SAFe Agile
- Experience in the customer delivery and/or customer support of software products and services within the cable, DBS, and/or telecommunications market
8
Responsibilities For Manager Customer Experience Delivery Resume
- Driven with the ability to exceed customer expectations
- Advanced ability to assess a situation and quickly formulate the correct solution
- Customer Relationship Management: Establish & maintain good customer relationship and contribute to long term customer strategy. Primary customer interface for activities and issues related to all business that we are delivering for this customer (Cross BGs)
- Managing financial and non-financial performance: Key performance indicators for the positions are: Sales & Profitability, Customer Loyalty Index, Gross Margins (GM), Project Cost Adherence (PCA), Project Transfer Agreement (PTA), PBM Suite Coverage, quarterly revenue targets, control customer invoicing, and resource demand & utilization
- Project Initiation & Planning: Plans service delivery and service delivery models. Ensures PTA process takes place. Leads customization of global E2E operational processes to project requirements
9
Responsibilities For Customer Value Delivery Manager Resume
- Project Execution: Ensures execution of operational processes are in with Nokia MoM and applicable BL guidelines
- Monitoring and Controlling Project: Ensures that project is managed against PTA, adherence to operational KPIs and applicable Nokia guidelines, handbook and instructions. Ensures data is accurate and timely for the reporting; manages customer escalations at all levels
- Quality Management: Ensures lab and trial deliverables meet or exceed quality entry / exist criteria. Enforces quality assurance process and procedure through program life cycle
- Risk and Opportunity Management: Ensure risks & opportunities are identified, analyzed, monitored and managed proactively
- Stakeholder Management: Managing expectations and maintaining clear and effective communication within the relevant project stakeholders (e.g. customer, project teams, delivery teams, 3rd party contractors/subcontractors, CBT, order management, logistics, business lines, etc.)
- Leading the Project Team: Responsible for direct line management for the assigned functional Project Managers and Technical experts. Perform line management responsibilities (e.g. on-boarding/off-boarding people, manage performance, competence development, etc.)
10
Responsibilities For Assistant Customer Value Delivery Manager Resume
- Knowledge of project management based on PMI principles and full alignment with Nokia operating model
- SW Life Cycle Management, SW Delivery Quality Assurance, and verification for RAN and Core network elements Nokia’s business structure and operation
- Possesses strong business acumen in planning and organizing, information integration, decision-making and ability to achieve results while focusing on customer requirements and business success
- Analyze problem, develop solutions and evaluate the strength and weaknesses in deciding the best approach
- Business Growth: new business order growth/revenue ownership, identification of new revenue opportunities, contract renewals
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