IT Service Management Resume Sample
Wellington Boyer
32219 Payton Islands,
Los Angeles,
CA
+1 (555) 304 0729
Work Experience
Manager, IT Service Management
01/2016
-
PRESENT
Dallas, TX
- Deliver KPI’s against active ITSM processes
- Strong understanding of ITIL v3 Service Management best practices with an emphasis on Incident Management, Problem Management, Change management, Service Level Management, Request Management, Release Management, etc
- Experience with development and deployment of ITSM process in a medium to large size environment
- Interact with all levels of IT and business leadership
- Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
- Service Desk handles incidents and requests and provides an interface for other ITSM processes. Provides life-cycle management of all service requests and keeps customers informed of progress
- Problem Management resolves the root causes of incidents to minimize the adverse impact of incidents and problems caused by errors in the infrastructure
- Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists, and Operations (entire I/S Division)
- Computer Operations event management, job scheduling, backup and restore, network monitoring, system monitoring, database monitoring, storage monitoring
IT Service Management
07/2010
-
12/2015
New York, NY
- Weekly metrics reporting to management and collection of staff’s status reports
- Meeting and improving established service delivery SLA’s
- Responsible for creating and maintaining all life cycle aspects of the IT Service Catalog
- Leads the culture of continuous improvement by identifying projects and initiatives and obtaining customer or senior leadership engagement and then delivering
- Oversees the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development and dashboard creation
- Experience in Industry of Navy IT with requirements, including OPNAV N2/N6, policy, including DON CIO, and acquisition, including PEO
- Experience supporting large-scale web applications and infrastructure as a technical Incident Manager, Operations Manager or Site Reliability Engineer
- Skillfully navigate tough situations both internally and externally
- Solid understanding of Microsoft and Linux based operating systems
Intern IT Service Management
09/2007
-
03/2010
Los Angeles, CA
- Data Center maintains a reliable, secure, and highly efficient data center environment engineered to support the Company`s computing needs
- Network Operations monitors, troubleshoots and maintains network. Monitors data traffic and controls network resource performance to ensure high-quality transmission. Tests and analyzes network facilities including network control software, routers, switches, lines, modems, adapters and servers
- Application Processing - manages and controls the processing of programs and peripheral equipment on mainframe and/or distributed computer systems to ensure the highest levels of service and system availability are attained
- Creating, automating, and validating reports to validate supplier performance
- Auditing tickets to ensure process adherence
- Assist with creating presentations that help translate data from reporting into useful visuals
- Responsible for baselining current state of key processes, tool gaps and formulating a plan to move us up the maturity curve. Key responsibilities include
- Identify improvement opportunities and keep asking the right questions to help the client find the optimal solution
Education
Silicon Valley University
2002 - 2006
Bachelor's Degree in Computer Science
Professional Skills
- Excellent leadership and influencing skills with proven abilities to build trust and commitment
- + Excellent verbal and written communication skills; ability to work within strict deadlines and with a wide spectrum of people; Project Leader experience
- Technically proficient, exhibiting strong analytical skills, applying a logical approach to problem-solving and troubleshooting
- Strong multi-tasking and time management skills, able to deliver to set timeframes and desired outcomes
- Articulate, precise and diplomatic with communications, demonstrating strong written and verbal communication skills
- Team player with strong analytical and structured problem-solving skills
- Excellent communication skills and fluent in English and willing to learn Dutch
How to write IT Service Management Resume
IT Service Management role is responsible for presentation, analytical, leadership, reporting, building, english, training, integration, database, procurement.
To write great resume for it service management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Service Management Resume
The section contact information is important in your it service management resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your IT Service Management Resume
The section work experience is an essential part of your it service management resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous it service management responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it service management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Service Management resume experience can include:
- Proven leadership skills in a geographically dispersed global organization
- Strong experience of dealing with operational outsourced service providers with onshore/offshore delivery models
- Demonstrated experience integrating technology solutions to meet established client service agreements for system availability and performance
- Relevant experience with solid and in-depth knowledge in Service Management Execution in Global Matrixed environment
- Build good visibility on Damco IT Infrastructure Demand pipeline and monitor/report on
- Responsible for service offering prioritization & roadmap, including: new capabilities and enhancements and develop roadmap to drive service maturity
Education on an IT Service Management Resume
Make sure to make education a priority on your it service management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it service management experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in IT Service Management Resume
When listing skills on your it service management resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical it service management skills:
- Good team player with excellent people and stakeholder management skills
- Soft skills to promote effective decision making, conflict management, team building and teamwork
- Strong analytical and analytical skills
- Strong verbal, written and presentation skills in English
- Influencing, negotiation and consensus building skills with customers, vendors, technical staff and other stakeholders
- Has demonstrated experience with taking intelligent risks and leveraging a ‘test and learn’ mentality
List of Typical Experience For an IT Service Management Resume
1
Experience For Manager, IT Service Management Resume
- Experience with effectively leading remote teams and individuals
- Coach and motivate team members to ensure they are equipped with the skills needed to fulfill their job role and achieve business goals
- Experience designing enterprise reports/dashboards using PowerBI, ReportWriter, MS Excel, SQL reporting services, ITSM tools
- Experience designing and implementing jobs and packages using SQL Server Job scheduler, SSIS, SSRS or other tool
- Proven history of delivering agreed business outputs within the specified constraints of time, cost and quality in in multiple locations/countries
- Work with the business and IT management to identify requirements for change, and to agree priorities and budgets
2
Experience For Intern IT Service Management Resume
- Financially astute with experience of the different pricing models in use for IT service provision
- Design and lead an effective service management organization operating with a predominantly outsource model
- Experience with IT compliance, risk and SOX requirements
- Experience: 10 years, ITIL, ServiceNow, Incident, Problem, Change, Knowledge, Request, Asset, CMDB Management
- Measuring performance and driving continuous improvements in service management
- Defining and maintaining standards for IT service management
- Ensuring that services are defined, that continuous service operation processes work in practice and that vendors are managed according to defined policies
- Working Knowledge of the ServiceNow Platform or other similar ITSM tool
3
Experience For IT Service Management Manager Resume
- Ensuring coordination and quality assurance of cross-functional capabilities
- Ensuring that governance, legal and financial interests are met in continuous operations
- Adding new Nodes over time
- A sound understanding of ITIL Service Management operating in a global organization operating with multiple service providers with diverse delivery models
- An understanding and appreciation of the challenges of working globally with a respect and understanding of the diversity of our people and cultures
- Trouble shooting knowledge when jobs are failing and running slow
- Builds reporting supporting existing and new process. Provide analytical functions to properly trend and assess data for use by team members and leadership
- Develops a high performing internal IT team that executes well and provide thought leadership in the ITSM arena
4
Experience For Senior IT Service Management Resume
- Drive service improvements and cost efficiencies with key vendors and service providers ensuring a mutually beneficial customer/supplier relationship
- Report progress up to ExCo level through agreed reporting mechanisms
- Be willing and able to work in an environment where change is the norm
- Proficiency in Linux scripting, commands and also in Hive, Oozie and HCatalog
- Internal Posting Dates: 4/6 - 4/17
- Engages and chair Service Governance Meeting for Service Management office & operations
- Partners with IT Customer Care leadership in the development of the IT Customer Care roadmap and manages the overall execution of key deliverables
- Provides comprehensive consultation to IS management regarding long and short range business requirements and recommend innovations that anticipate the future directions of both business and information technology
5
Experience For VP, IT Service Management Resume
- Ensures alignment of ITSM solutions to business needs
- Assists the IT Customer Care Director in the preparation and administration of departmental budgets and business plans
- Foster collaborative working relationships with Annuities business partners and Prudential’s Global Business & Technology Solutions to consultatively influence outcomes with the best interest of the company in mind
- Be the point of contact for co-ordinating project documentation
- Work with Technical Implementation Managers to ensure Service Catalogue documentation is fit for purpose
- Collate service catalogue data and ensure this is available within the CMDB
- Work with stakeholders to ensure that Configuration Items are up to date and accurate
- Identifies own goals and resolves how to achieve them; works independently
- The ability to think quickly, and perform analysis for data driven discussions is needed in this role
6
Experience For IT Service Management Lead Resume
- Manage and maintain the ITSM program and continue to expand the ITSM platform
- Engage with cross-functional teams to prioritize and integrate process development and maturation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful service delivery outcomes
- Responsible for Service Measurement & Continuous Improvement including: Cost per use and TCO, Performance to SLAs, Service Reviews and Benchmarking
- Drive service delivery operations, including: role development and resource planning, budget and cost analysis, partner and vendor negotiations
- Lead, facilitate and educate service owners on continuous improvement opportunities
7
Experience For Senior IT Service Management Lead Resume
- Accountable for the quality of service metric reporting by the team and other service owners and sharing metrics with other IT and business managers to improve these metrics
- Conduct root cause analysis/post mortem meetings and facilitates the problem management process for lessons learned and preventive reoccurrence
- Manage and drive the change management process to ensure operational stability at all times. This includes tracking and reporting of release/maintenance window preparedness as well as post change results, impacts and trends
- Integrate reports, key performance indicators (KPIs), metrics packages and related information for IT leadership and senior management
- 10 –20 years experience in increasing levels of responsibility managing applications development / delivery, process improvement for a company that drives part/all of their growth strategy through acquisition
- Motivated by the long term. Results driven, ensuring short-term goals are achieved that support long-term initiatives
- Information Technology Infrastructure Library (ITIL) foundation and advanced certifications required
- Shape a strategic vision, drive execution and lead change
- Deliver presentations to executive leadership
8
Experience For IT Service Management Growwwer Resume
- Maintains an inventory of all equipment, hardware, software and supplies
- Troubleshoots, maintains, and monitors, external and internal hard drives, printers, plotters and scanners
- Set up administrator and service accounts, maintain system documentation, monitor and tune system performance, install system wide software, validate and implement critical system patches, allocate mass storage space and allocate virtual machines
- Establish, implement and maintain a clear governance and communication structures for outsource relationships that clearly defines roles, responsibilities and accountability between Micro Focus and its service providers and partners
- Quickly build trusted relationships with the internal technical and procurement teams and other key stakeholders
- Liaise with internal departments as a point of expertise/escalation in respect of the Outsourced Service Providers
9
Experience For Specialist IT Service Management Resume
- Supervise and support the delivery of change requests and projects via the ITSA and SaaS Vendor Contracts
- Regularly review SLAs with the service providers to ensure that they are up to date and relevant in order to meet business and regulatory needs
- Monitor KPIs and the quality of service delivered, and work with the service providers to ensure that KPIs and quality standards are maintained
- Negotiate and control all payments to service providers
- Experience required in the selection and successful management of on-going relationships with multiple service providers (technology and services – including non-US based offshore service providers)
- Contribute to the organizational strategic thinking beyond areas of responsibility
10
Experience For Head of IT Service Management Resume
- Actively seeks opportunities to improve efficiency, reduce costs and add value
- Represent IT Service for change management and enterprise architecture discussions
- Oversees the process to ensure up to date and quality technical and end-user documentation for specific IT service or set of services is maintained
- Define Service Level Agreements between business units and Cloud IT Service Management
- Facilitate monthly Operational Review meetings with ITSM leadership to drive potential service and process improvements
List of Typical Skills For an IT Service Management Resume
1
Skills For Manager, IT Service Management Resume
- Lead service protection teams in response to repeat or persistent issues ensuring the correct level of focus and engagement to effectively manage the process
- Demonstrated experience implementing the ITIL Framework in an Enterprise Service environment
- Proven strong working knowledge in the use of Service Management toolsets
- Advanced computer operating and trouble identification and mitigation skills
- Working knowledge of effective vendor management
- Experience implementing, integrating, and supporting open source solutions is highly desirable
- Extensive knowledge and experience in supporting and troubleshooting Unix networking services and protocols: TCP/IP, DNS, NFS, LDAP, FTP, SSH, SMTP, SNMP, SSL
- Experience managing projects in additional project methodologies including Agile, Lean Six Sigma, and hybrids
- Adopt the role of incident manager in response to significant service impacting incidents ensuring effective remediation in line with standard processes
2
Skills For Intern IT Service Management Resume
- Have a very good understanding of ITIL or equivalent ITSM methodology
- Solid knowledge and understanding of information technology architecture and strategy
- Hands-on experience in working with Hadoop Cloudera Distribution platform
- Expert understanding and experience with ITIL framework and ITSM best practices
- Monitor high priority incidents to ensure root cause is identified to drive the reduction of incident recurrence
- Good strategic agility/vision – able to set short- and long-term strategy and translate it into actions and achievements
3
Skills For IT Service Management Manager Resume
- Experience in managing Bi-modal IT processes to support Enterprise Digital Strategy
- Experience in the industry
- Significant experience managing crises, preferably within the SaaS industry
- Experience with IT Service Management
- Demonstrated knowledge of information technology with IT solution design
4
Skills For Senior IT Service Management Resume
- Strong business acumen and the ability to translate technology terms into business terms required
- Experience in supplier/vendor relationship is required
- Proven delivery of interactions across multiple IT areas
- Planning for capacity upgrading, downsizing as and when the need arises
- Managing the HDFS and ensuring it is working optimally at all times
5
Skills For VP, IT Service Management Resume
- Ensuring the chosen Hadoop solution is being deployed without any hindrance
- Ensuring the connectivity and network is always up and running within Hadoop Cluster
- Securing the Hadoop cluster using Sentry(work with Security Team)
- Regulating the administration rights depending on job profile of users
- Working knowledge of Yarn/MapReduce, Hive, Pig, and Java
6
Skills For IT Service Management Lead Resume
- Working knowledge of ITIL best practice methodology
- Willingness to be adaptable and take on required tasks – reporting, facilitating and administering
- Define and execute service reporting, including monthly customer SLA reporting
- Develop and evangelize web scale IT standard methodologies for Major Incident Management including detection, triaging, assessment, fixing and restoration
- Deep understanding of Microsoft and Linux based operating systems
- Have had 2 to 5 years working with ITIL or equivalent ITSM practices, preferably in the Incident, Problem, Change/Transition or Service Level Management disciplines
- Being a self-starter, able to work well in a team and autonomously
7
Skills For Senior IT Service Management Lead Resume
- Basic understanding/knowledge of IT infrastructure and application architecture
- Knowledge of other IT Service Management tools, including ServiceNow, IPsoft IPcenter, and JIRA
- Extensive knowledge and understanding call center technologies, problem management, event, change, configuration, and knowledge-base systems
- Extensive knowledge and understanding of ITIL framework and IT Service Management (ITSM) disciplines
- Pragmatic with abilities to structure, conduct and facilitate analytical problem solving
- Design, track and produce the supporting KPIs and metrics to support positions and conclusions
- Undertake proactive trend analysis to identify recurring themes and trajectory for the root cause of incidents and problems
8
Skills For IT Service Management Growwwer Resume
- Collate and compile technical information relating to IT Service performance
- Routine check-up, back-up and monitoring of the entire system
- Knowledge of process engineering, program management principles and IT Service Management required
- Capable of solving highly complex, non-routine problems and determine the best solution through cost/benefit analysis
- Desire to work with a rapidly growing organization of high performers
- Have proficiency in the use of Service management tools
- ServiceNow System Administration Certification desired
9
Skills For Specialist IT Service Management Resume
- Security Clearance: active TS/SCI with the ability to obtain CI polygraph
- Technical proficiency in Office 365, MS Visio, MS Project and ServiceNow
- Self-motivator that can work with little direction
- Experience with implementing multiple modules within ServiceNow including Service Requests, Incident Management, Self-Service Support Portal, Change Management, and Knowledge Base
- Experienced stakeholder management skillset
- +5 years’ experience with process roll out in global companies
10
Skills For Head of IT Service Management Resume
- Performs hardware and software installation in line with GIT directions
- Maintains stable daily operation of LO/OC IT infrastructure
- Analyses and resolves first line problems
- Complies with GIT policies and processes
- Prepares and updates IT documentation
- Acts as a backup resource for other IT team members within the LO IT regional team as required
List of Typical Responsibilities For an IT Service Management Resume
1
Responsibilities For Manager, IT Service Management Resume
- Excellent analytical, organization, and problem-solving skills
- Excellent oral and written communication and presentation skills to both technical and non-technical audiences
- Good to have skills:
- Responsible for communicating catalog changes to requestors and users of the catalog prior to releasing into production
- + Shell scripting and/or Perl scripting experience
- Strong understanding of CMDB and related concepts
- Level 2/3 desktop troubleshooting experience in a large enterprise
- Flexible to adapt to rapidly changing conditions and priorities, and to redirect team towards new objectives
- Build cross-vendor partnerships, communications channels and effective relations
2
Responsibilities For Intern IT Service Management Resume
- Assist with prioritization of requests; Manage flow of continual change for the catalog
- Work with our Service Provider for ServiceNow on development of prioritized requests
- Lead UAT efforts in IT and Business to provide strong collaboration between the team and implement zero defect quality catalog products
- Be a self-starter and able to operate in a proactive way independently
- Experience with legacy versions of BMC Remedy/ITSM (6x or later)
3
Responsibilities For IT Service Management Manager Resume
- Willing/"can do" attitude to drive for results - including "hands on" engagement when required
- Assessment of existing process areas and corresponding reports to identify and take action on areas of potential improvement
- Comfortable with leading and facilitating change in a global context
- Provides 7-Eleven's management direction and control to external vendors delivering service management services to 7-Eleven
- Strategizes to drive efficiency within existing processes
- Work closely with the product management function by clearly mapping required features / functionality to a service-now roadmap
- Work closely with the CMDB in their efforts to mature the processes and platform to the next level with a goal of delivering additional value from the CMDB
- Work with our software quality analysts on testing of requests
- Prompt identification and resolution of service delivery issues including implementation of preventative measures
4
Responsibilities For Senior IT Service Management Resume
- Maintain existing ISO/IEC 20000 Service Management System
- Qualification : Graduate in Engineering
- Accountable to provide monthly report out regarding Service Management KPI’s FULL
- Manage the ITSM team both domestically and internationally
- Be able to manage and influence globally
- Effective operation of the Incident, Problem & Change Management processes across the environment operating across both internal IT teams and external Service Partners, often at a senior level across the organization
- Responsible for day-to-day functional operation of the processes
- Manage and facilitate the governance forums within SIAM in relation to Problem, Incident & Change Management
5
Responsibilities For VP, IT Service Management Resume
- Ensure full and continued alignment of the processes within this function to ITIL and our ISO20000 certification
- Liaise with relevant service delivery teams, third parties, Service Partners and customer representatives as necessary
- Maintain IT Service Management standards, methods, procedures and processes and promote these to relevant staff
- Continuously review documentation to ensure it is current, fit for purpose and published via the relevant online documentation systems and complies to ISO20000 standards
- Provide advice and guidance to colleagues and customers on various aspects of IT Service Management for both project and support activities
6
Responsibilities For IT Service Management Lead Resume
- A complete knowledge of the hardware ecosystem and Hadoop Architecture is critical
- Be the bridge between Application team, data scientists and the organizational needs
- Do in-depth requirement analysis and exclusively choose the work platform (preferable)
- Manage and maintain the Hadoop clusters for uninterrupted job
- Full knowledge of Impala and Solr for efficient Hadoop Administration
- Cloudera CDH upgrade and patch upgrade knowledge
- Cloudera Admin Certified (Preferable)
7
Responsibilities For Senior IT Service Management Lead Resume
- Additional knowledge in rdbms, preferably SQL server
- Lead a small team of diverse and multi-disciplinary IT Analysts and Program Managers spread across geographical boundaries, supervising both day-to-day tactical support and program-level activities, as well as guiding the longer-term strategic initiatives for their IT functional/program areas
- Drive for improved customer/stakeholder engagement to deeply understand their needs for each program area, and instantiate those as requirements into the people, processes and technologies that underpin those Service Management functions
- Collaborate effectively with your Peers and Leadership to ensure IT Service Management roadmaps are clearly defined with initiatives prioritized and resources allocated effectively to achieve the desired outcomes
- Demonstrate thought leadership in Service Management process and technology areas, to continuously improve each program’s ability to power business velocity, customer self-service abilities, reduce cost/risk and improve automation capabilities
8
Responsibilities For IT Service Management Growwwer Resume
- Progressive technology management experience in an ecommerce organization, including management of high-performing teams
- Experience working in various IT Service Management areas as an Analyst, Program Manager or Engineer
- In a People Management role, involved in all employee lifecycle activities related to recruiting, retention, performance management, and employee development
- Excellent written, verbal, analytical and communication skills with demonstrated ability to influence across reporting lines
- Demonstrate impact and influence skills to lead changes, and consensus across organizations
- Demonstrated skills and success in process improvement design, workflow analysis, implementing and measuring KPIs/metrics, and determining continuous improvement initiatives
- Relevant IT experience in a service desk or helpdesk environment
- Work independently and also collaboratively tackle problems in a timely and professional manner
9
Responsibilities For Specialist IT Service Management Resume
- Create team strategies and predictably deliver measurable results against predetermined goals
- Directly manage the day to day activities IT Service Management teams (Incident, Problem, Change Management) using ServiceNow as ITSM platform Lead & owns the ITSM mission, vision, values & outcomes using ServiceNow as ITSM platform
- Drives the implementation of new/enhanced ITSM processes & services and owns the resultant outcomes
- Formulate, publish & enforce ITSM policies to meet business objectives
- Management of ITSM services budget
- Lead process design discussions and organizational change across the IT organization
- Experience in the formulation, implementation, management and support of ITSM processes, procedures and policies. Demonstrable management and leadership skills, with the ability to influence, manage and motivate people
- Ensures that ITSM key metrics are effectively able to measure processes in terms of Compliance, Quality, Performance and Value
10
Responsibilities For Head of IT Service Management Resume
- Implementation, management and improvement of service management processes
- Reviews and approves Service Management dashboards
- Executes IT service management framework, governance processes, policies, standards and procedures to deliver quality IT services and improve execution effectiveness
- Accountable for tools, templates and methodologies necessary to connect program/project teams with operational vendors
- Works with stakeholders to communicate ITSM vision, benefits and customer deliverables
- Reviews performance trend and provide feedback to tower leads and Operations Service Managers
- Provides subject matter expertise and acts as ITIL process advocate to design, develop and implement ITIL processes
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