Delivery Service Manager Resume Sample
Molly Kovacek
67085 Alden Circle,
Los Angeles,
CA
+1 (555) 210 5819
Work Experience
Area Service Delivery Manager
05/2015
-
PRESENT
Houston, TX
- Understand and match customers’ needs and expectations now and in the future
- Platform operations management by providing trending analysis of change service requests and daily, weekly, monthly review of platform statistics related to stability and capacity
- Ensure client satisfaction by providing successful client support and service delivery experience working to meet SLA’s and client expectations, develop action plan for addressing negative client feedback and reoccurrence of client issues
- Client commercial management by assisting with annual renewal quoting, revenue forecasting, SOW creation, change requests, and RFP responses, and working with finance and project support teams
- Timely and effective management of internal and external communications by organizing client operational status reviews, and working with relevant vendors and engagement stakeholders
- Client advocacy as the point of escalation for all Managed Services support related issues
- Effective management of client on-boarding
- Clear vision of a data management capability and it’s disruptive potential for Drug Development
Manager, Rcoe Service Delivery
03/2009
-
02/2015
Detroit, MI
- Develop and lead the implementation of strategies to deliver superior ICT services across Service NSW Head Office, Service Centres, Contact Centres, Digital channels, driving cost and service efficiencies
- Deliver an effective service model based on the ITILv3 standard, implementing Incident, Problem, Change and Request management functions from Level 0 through 4
- Contribute to the Service NSW ICT business strategy, by assessing current service levels against best practices and delivering enhanced IT services
- Build strong relationships with Service Centre Managers and Contact Centre Managers, becoming their key ICT support contact, to ensure that customer issues are highlighted, escalated and addressed to the highest levels of satisfaction
- Lead, promote and enable continuous service improvements, including delivering improvements which directly address customer issues
- Monitors and contribute to governance arrangements across all ICT platforms
- Responsible for directing incident management
Service Delivery Control & Risk Manager
12/2004
-
11/2008
Chicago, IL
- Manage communications to the business and senior management (including ELT) ensuring that the approved process is followed
- Managing supplier service obligations across all SLA's, including reporting and supplier performance
- Producing high quality service delivery documentation such as knowledge based articles and process flows for new and changing services
- Defining reporting requirements for IT Service Delivery performance for use within the business, and monitoring and delivering standard customer reporting
- Developing and managing an enhancements roadmap and associated projects in line with business priorities
- Work with client to determine strategic vision for the program and implementing changes
- Responsibility and ownership for driving performance by improving organizational effectiveness through measurement management, data analytics, quality programs, and new processes and workflows
Education
Wittenberg University
1999 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Experience Strong understanding & working experience in IT Consulting & Global Delivery model
- Strong communication and interpersonal skills including fluent written and spoken English
- Strong people management skills are essential
- Problem determination (experience in root cause analysis) and problem resolution skills
- Excellent leadership, communication (written & oral) and interpersonal skills
- Strong one-to-one customer communication and presentation skills
- Demonstrated experience in leading continuous service improvement initiatives
How to write Delivery Service Manager Resume
Delivery Service Manager role is responsible for languages, communications, general, finance, credit, training, database, procurement, security, trading.
To write great resume for delivery service manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Delivery Service Manager Resume
The section contact information is important in your delivery service 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 Delivery Service Manager Resume
The section work experience is an essential part of your delivery service 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 delivery service 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 delivery service manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Delivery Service Manager resume experience can include:
- Develops own skills and is knowledgeable about current technologies, and general competitive marketplace in area of expertise
- Organisational skills – plans well in advance, sets clear objectives, manages time, reviews progress against plan, highlights risks and respects deadlines
- Planning, Forecasting, and Budgeting: Skilled
- Accounting and Reporting Pronouncements: Skilled
- Experience leading 25 small person teams while managing to strict deliverables for a client in an ever evolving environment
- Ensure investments are leveraged by establishing a solid governance model leveraging solutions (build once; use often)
Education on a Delivery Service Manager Resume
Make sure to make education a priority on your delivery service manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your delivery service 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 Delivery Service Manager Resume
When listing skills on your delivery service 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 delivery service manager skills:
- Solid technical background with experience in developing, managing and maintaining client-server and cloud-based solutions
- Experience in a technical environment with a proven track record of meeting targets
- Work effectively along peers to drive delivery objectives
- Advanced stakeholder management skills and the ability to influence internal and external parties
- Prior experience in operations in a specific technology or in another field if a non-application or technical domain
- Experience in Client Relationship experience within an outsourced or captive Delivery Center / Account Management role for high tech company
List of Typical Experience For a Delivery Service Manager Resume
1
Experience For Area Service Delivery Manager Resume
- Ensures changes are implemented according to the agreed Change Control Procedure with validation, as required
- Reviews and analyzes core business processes, procedures and systems to identify risks and priorities for service delivery improvement
- Mapping clients requirements and coordinating in developing and implementing processes in line with pre set guidelines
- Mapping client’s requirements and coordinating in developing and implementing processes in line with pre-set guidelines
- Building service reports. Service reporting and sponsoring service delivery meetings
- Generating MIS reports dashboards with a view to appraise management of the process operations and assist in critical decision making process
2
Experience For Manager, Rcoe Service Delivery Resume
- Ensuring overall roll-out schedule of new components in the solution
- Assists management in tracking and developing department budgets
- Knowledge of Microsoft Operating systems (XP, 7) and Microsoft Office Suite software, required. Knowledge of Citrix, Networking (TCP/IP, DNS), required
- Is responsible for training if required to ensure understanding and compliance with the Incident and Problem Management processes
- Responsible for building a personal relationship with key client staff
- Successful service delivery, SLA achievement and high level of customer satisfaction Monitoring overall performance of services
- Participates in developing standardized policies, procedures and processes across programs and operational units
- Monitors performance of assigned applications and services according to standards and reports to relevant functions
- Maintains awareness of emerging technologies and products within technical field of specialization
3
Experience For ICT Service Delivery Manager Resume
- Ensures that the services being provided are in compliance with the Incident and Problem Management processes
- Is accountable for roll-out of new services or enhancement to existing services
- Allocate resources and responsibilities across the team to deliver business results
- Provide subject matter expertise into customer service excellence
- Potentially interview new hire candidates for the team
- Build positive customer relationships with business leaders in support of the Director of IT End User Service Delivery’s vision
- Apply continuous improvement practices and disciplines, e.g., Six Sigma, ITIL V3 Continuous Service Improvement, relevant to the Life Sciences industry (or comparable regulatory environments) in support of Intarcia’s operational and strategic IT initiatives
- Lead and operate an effective customer interface and ensure the application of performance and governance frameworks so that high quality ‘outputs’ are produced
4
Experience For Junior FM Service Delivery Manager Resume
- Facilitate effective team interaction by acknowledging and appreciating each team member’s contributions; effectively utilizing each team member to his/her fullest potential and keeping track of lessons learned and shares those lessons with team members
- Communicate effectively with management and all levels of the customer’s organization to identify needs, evaluate solutions, identify opportunities for improvement and build customer relationships
- Manage operational service delivered to the business service levels & performance are communicated & takes action to address performance issues
- Perform regular service reviews; incident, problem & change management activities undertaken
- Maintain critical application lists and associated SLAs
5
Experience For Service Delivery Control & Risk Manager Resume
- Tracks end-to-end IT service levels agreed via the CSLO (Customer Service Level Overview)
- Manages End-user satisfaction, service improvement programs, escalation & complaint management based on end user feedback
- Functions as a liaison with business partners and internal IT resources to provide well thought out solutions which take into consideration Hibbett’s business strategy and ancillary projects
- Monitors the ServiceNow queue
- Successful service delivery, SLA achievement and high level of customer satisfaction
- Administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
- Communicating across organizational boundaries from engineers through to senior managers 3rd party management responsibilities Looking out for client long term interests
6
Experience For Manager IT Infrastructure & Service Management Delivery Resume
- Develops and manages tactical and strategic resource plan for an offering or service line
- Manages a team of professional services employees and assigns employees to specific client engagement projects with a goal of effectively balancing resource utilization needs with planning targets, skills allocation, actual utilization and staffing levels
- Incorporates workforce planning and sales support with overall business plan. Monitors and manages travel, education and miscellaneous expenses to an acceptable level as defined in business plan
- Effectively communicates achievements and performance levels of the team to senior management
- Communicates with subordinates to provide job-related information as well as changes to company policies and procedures and any general announcements
- Understands employee skills and proficiencies, provides coaching and career development, assists in setting performance and employee development objectives and conducts performance appraisals and talent management
7
Experience For Service Delivery Senior Risk Manager Resume
- Monitors utilization reports. Recommends corrective action to maximize both utilization and profitability of resources’ billable time. Coordinates plans for resource redeployment or retraining with human resources as needed
- Manages the staff and activities in support of technology service delivery for assigned sites
- Identifies and implements value-added solutions which result in revenue growth, cost reduction and CSAT (customer satisfaction score) improvements
- Plans, coordinates and evaluates all Service Delivery requirements into production operations, adhering to documented Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
- Reports on KPI’s, SLA’s and other metrics to management
- Collaborates with Engineering, Project Managers, Technical Support and Subject Matter Experts to develop and implement short and long term solutions, including planning, testing and implementing new and enhanced systems, while remediating production impacting incidents and outages
- Collaborates with vendors on break/fix issues as necessary
8
Experience For Mail & Messaging Service Delivery Manager Resume
- Owns delivery of service through service delivery team across a number of services including Reprographics, MPS, Postroom, Records Management, Creative Services, Print Management and scanning
- Client relationship management in a key Sector for Xerox within Professional Services and Capital Markets businesses, with confidence in dealing with senior stakeholders
- Excellent Communications skills across all levels from senior executives to operational staff, building relationships with all key business owners/representatives
- Leadership and focussed people management ensuring high motivation, and a high-performance team to establish a culture of proactivity and quality service delivery
- Transforming and growing the business, developing cross functional relationships working with Sales and key client relationships to meet Sector growth
9
Experience For Hrss China Service Delivery Manager Resume
- Managing financial performance and productivity improvements
- Takes an active role in bids and supports the transition and implementation of new business (including new service offers)targets
- A representative of the Xerox brand and portfolio to both internal and external customers
- Portfolio knowhow across Document Management services covering Reprographics, Print Management, Managed Print Services, Creative Services and Workflow Automation
- Implement appropriate framework and processes (e.g. Project Management, Computer Systems Validation) to ensure operations are in compliance with applicable operating procedures, policies and, SLA’s
- Provide technical support, troubleshooting and root cause analysis for in-house as well as vendor developed solutions globally and administer change control procedure and processes, including management of change control boards and oversight of implementation of approved changes
10
Experience For Manager Core Technical Service Delivery Resume
- Work in collaboration with business to identify business solutions and requirements for new functionalities
- Technical authority who can provide 3rd level support and participate in system design and development and implementation activities
- Manage a group which provides Email support to the peer-to-peer immediate payments feature and responds to non-technical inquiries by email
- Oversees delivery operations team
- Implements and supports economically viable solutions within function scope
- Assists in the resolution of faults and problems and escalates to the next level or appropriate function if they cannot be resolved
- Implements and maintains solutions, documentation and procedures in a fully qualified and current stateas applicable
- Ensures communication to target audience with regards to changed/new polices
- Maintains own knowledge in specific area and learns from Experts / Senior Specialists and self study
List of Typical Skills For a Delivery Service Manager Resume
1
Skills For Area Service Delivery Manager Resume
- Provide leadership and decision making support by establishing project governance and ensure the effective overall use of resources to meet business objectives
- Experience in IT including managing a Managed Service Provider for a global organization required
- Experience Global working environment with managing global teams, vendors and key internal stakeholders
- Experience in running a delivery service in a GxP regulated environment, following ITIL processes
- Experience working in large projects (10+) $500k - $1M+ as a technical lead and implementer
- Hands on working experience in SD modules
2
Skills For Manager, Rcoe Service Delivery Resume
- Proactive with a strong work ethic and eagerness to go the extra mile for self and with team Resourcefulness and creative thinking
- Registered and living in Spain already or in possession of a valid NIE number
- Experience in the social media industry
- Outline, prioritize and roadmap capabilities to deliver on information strategy in alignment with business and IT stakeholders
- Uccessful people management experience required
- Demonstrated ability to assess customer/Monsanto needs, creatively approach solutions, decide, and influence appropriate courses of action
- Experience in a call center environment, preferably in outsourced operational leadership
- Physical ability to operate a vehicle and transportation to travel between facilities as needed
- Utility Compliance Management: Skilled
3
Skills For ICT Service Delivery Manager Resume
- Experience in progressive managerial, supervisory and leadership role
- Experience Change Management facilitation and ability to influence new processes
- Proactive with a strong work ethic and eagerness to go the extra mile for self and with team
- Experience in Financial Services Sector, preferably within Professional Services and Capital Markets
- Professional IT or other experience preferably within multiple technology or business domains
- Experience with ITIL, Service Management is required and the pharmaceutical industry is desired
4
Skills For Junior FM Service Delivery Manager Resume
- Experience in tourism business and team management mandatory
- Well organised and good attention to detail
- Reasonable mathematical ability, strong verbal & written English - additional European languages advantageous but not essential
- Mapping client’s requirements and coordinating in developing and implementing processes in line with preset guidelines
- Handing and monitoring job failure and taking care of system performance on the production server
- Building service reports Service reporting and sponsoring service delivery meetings
- Creating awareness on driving projects, process improvement strategy methodology and ensuring maximum operational efficiency
- Optimizing the Day to Day work by creating Perl and Shell Scripts
5
Skills For Service Delivery Control & Risk Manager Resume
- Willing to participate in helping to deliver sustainable holidays
- Preparing and supporting Service Delivery Managers (SDMs) for audits and in their response’s to audit findings of their specific work stream
- Tracking of all alerts and internal technical issues of various applications
- Reporting Financial Information: Expert
- Willing to lead from the to go out and find customers from all nationalities to engage and build relationships
6
Skills For Manager IT Infrastructure & Service Management Delivery Resume
- Conducting Governance checkpoints and status meetings
- Establishing process controls to ensure all SLA s and KPI s are consistently met
- Knowledge of the manufacturing/process industry and a commitment to achieving and maintaining high quality standards
- Client facing subject matter expert for Fund Accounting service delivery impacting matters
- Continuously adapt solutions to address evolving needs and a changing environment
- Responsible for managing Deskside Center Support Services, including
- Be a self-starter with a pioneering attitude
- Identify and qualify new demand with overall responsibility for steering proposals through the early phases of approval
- Identify and manage risks in relation to IT Services underpinning business processes
7
Skills For Service Delivery Senior Risk Manager Resume
- Knowledge and understanding of the dynamics in the Digital space and of best practice solutions in the shared solutions space
- Business Intelligence Reporting: Expert
- Flexibility to work outside of normal working hours or on call arrangements to provide support 24/7
- Thorough understanding of Electronic Data Capture Solutions (ideally Medidata Rave) and the business process it supports
- Convert opportunities into solutions
- Able to manage a portfolio of suppliers
- Flexible to be both field and office based, and prepared to travel
- Work in a fast-paced, self-directed entrepreneurial environment
8
Skills For Mail & Messaging Service Delivery Manager Resume
- Responsible for daily deliveries and maintenance of Production environment Managing critical data applications both in production and reporting which can be only handle from Swiss region because of CID data security
- Reporting/ Presentations to higher management about the health project/Prod environment on Weekly bases
- Responsible for continuous 24 7 availability of trading application and its core services
- Oversee all the day to day operations, handle escalations and responsible for meeting the service level agreement (SLA)
- Coordination and escalation of issues with onshore Developers and business
- Analyse and Provide solution for any incidents raised in Production environment
9
Skills For Hrss China Service Delivery Manager Resume
- Engage with projects to ensure all operational aspects are considered & addressed prior to implementation, including infrastructure readiness & operational integration across Suppliers
- Standardize & improves process maturity, aligning to GOT-ITI processes & ITIL standards. Includes the implementation of Service Integration
- Deliver local infrastructure-specific projects & co-ordinates local deployment of global infrastructure projects & releases
- Comply with standards, processes, internal controls & audit activities
- Lead incident response at a BU level
- Review/approve technical SLA reports for local service agreements
- Define and lead the activities required to produce a design covering both the technical and business aspects of the managed service and ensure this is comprehensively documented and agreed by the both the relevant service delivery teams and the client
- Lead the implementation of the agreed design, in particular
10
Skills For Manager Core Technical Service Delivery Resume
- Identify key data assets and define information strategy in alignment with key business stakeholders
- Setup and lead change initiatives to deliver capabilities and ensure organizational adoption
- Act as primary point of accountability for IT matters for designated business customers (or if delivering services to IT, act as the primary point of accountability for function service portfolio to the relevant IT customer group) usually across locations, business domains, and/or geographical boundaries
- Develop and enhance relationships with key stakeholders, actively manage their expectations and monitor satisfaction levels
- Ensure all end-user requirements for IT services are documented through Service Level Agreements (SLAs)
- Manage the collection of customer feedback and identify optimization areas
List of Typical Responsibilities For a Delivery Service Manager Resume
1
Responsibilities For Area Service Delivery Manager Resume
- Participates with and leverages key contacts in external organizations such as other large, global companies, industry expert organizations, industry organizations and user groups on applicable technology subject matters to build own expertise
- Business Partnering: Skilled
- Manage existing vendor relationships and contracts
- Service Reporting to Business Partners and Safety Risk Management leadership
- Financial Modelling: Foundation
- Accountable for incident and problem management processes
- Acts as the initial point of escalation for incident, problem and change management for the Business Representative
2
Responsibilities For Manager, Rcoe Service Delivery Resume
- Responsible for change control and Release Management procedures and processes
- Ensures the roll-out plan consists of new services as a result of approved projects and enhancements as well as bug fixes to existing solutions associated with services
- Ensured that SLAs, OLAs, and Underpinning Contracts are in place
- Defines and agrees within SLAs, Operational Level (OLAs) Agreements and contracts on Key Performance Indicators (KPIs)
- Monitor vendor performance against defined KPIs
3
Responsibilities For ICT Service Delivery Manager Resume
- Ensures regular reviews of Contracts, SLAs and anyother related agreements to ensure satisfactoryperformance and contractual integrity
- Provide visibility to Sr Leadership in regards to low performers and action plans in place
- Motivate the team, effectively communicating individual, team and company objectives to optimize knowledge transfer and maintain corporate informational transparency wherever possible
- Identify, implement, and oversee process improvements across department in conjunction with leadership and clients
- Work directly with client peers to maximize the Accenture client relationship, identify implement best practices and ensure the timely resolution of issues as they relate to delivery
- Physical ability to move heavy equipment as needed
- Progressive responsibility in transportation, logistics or operations, procurement or related field
4
Responsibilities For Junior FM Service Delivery Manager Resume
- Transaction and Close Process Management: Advanced
- Governance, Risk, and Internal Control Frameworks: Advanced
- Control Framework Assessment and Assurance: Advanced
- Financial Risk Management: Foundation
- Capital Markets and Structured Finance: Foundation
- Financial and Investment Appraisal: Foundation
- Business Software and Applications: Expert
- In Information Technology, Business Systems and Project Management
5
Responsibilities For Service Delivery Control & Risk Manager Resume
- ITIL Foundation Certificate and ITIL Managers Certificate is desired
- Travel as required up to 25% of the time
- Ownership - takes responsibility, drives actions to resolution
- Able to see the bigger picture/interpret strategy, seeks guidance when appropriate
- Commercial awareness –maximises use of resources, identifies business opportunities
- Results orientation – satisfies internal/external customers, escalates cross functional issues and technical issues, ability to learn systems and processes
6
Responsibilities For Manager IT Infrastructure & Service Management Delivery Resume
- Interpersonal skills – builds positive relationships, demonstrates emotionally stability, confident in own ability, approachable to all staff, shows respect and tolerance
- Tunbridge Wells (1 Calverley St, Tunbridge Wells, TN1 2BZ)
- ITIL, PMP, MCSE, MCITP, A+, Security+ and/or Network+
- Typically requires seven or more years of experience in professional services, project management or application development and three or more years of management responsibility
- Daily and weekly operations management
7
Responsibilities For Service Delivery Senior Risk Manager Resume
- Regional partner forecast process
- Facilitate Away teams and on-site visits
- Lead initiatives to identify opportunities, gather high level requirements, perform high level technology impact analysis, and work directly with customer teams to identify develop business cases, and obtain sponsorship
- Provide input on demand requirements for the creation and maintenance of overall IT strategy
- Ensure IT investments and services for customer group are aligned with business requirements and IT strategy
- Direct the delivery of projects through active sponsorship, leadership and involvement to ensure they meet time, cost and quality requirements and business needs
8
Responsibilities For Mail & Messaging Service Delivery Manager Resume
- Proactively share knowledge of technology risks and opportunities to build and competitive advantage
- Oversee the IT service portfolio for the capability area
- Take accountability to ensure adherence with Security and Compliance policies and procedures within Service Delivery scope
- Tertiary qualification within a relevant business or technology discipline
- Demonstrated senior experience in ICT operational delivery roles ideally gained in a fast paced, complex, and geographically dispersed service delivery or managed service environment
- Demonstrated in depth knowledge of IT Service Management processes and procedures
- Reasonable mathematical ability
- Code Block: Expert
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