IT Service Manager Resume Sample
Yvonne Wolf
6087 Coby Run,
Philadelphia,
PA
+1 (555) 727 5890
Work Experience
IT Service Manager
08/2017
-
PRESENT
Los Angeles, CA
- Supports business development activity, through leading the service shaping and business case creation; including cost, commercial and contractual viability and identification of risk levels
- Actively participates in the sales campaigns to demonstrate delivery capability to clients including promoting SSCL business process and IT outsourcing services with clients and developing senior level relationships that are transferable into sales opportunities
- Responsible for production and maintenance of detailed service definition, including scope
- In full interlock with Global support teams to plan, organize, deliver, measure, report and review service desk activities to the expectations of the EMEA user community and in compliance with the standards and regulations
- In full interlock with Global Infrastructure teams to plan, organize, deliver, measure, report and review infrastructure – related activities to the expectations of the EMEA user community and in compliance with the standards and regulations
- Measure, review and continuously improve the processes in his/her ownership
- Contribute to global IT strategy definition and revive in the areas of Support and IT infrastructure and communicate and implement the changes in EMEA region
Senior IT Service Manager
04/2011
-
04/2017
New York, NY
- Builds long-term relationships within team and amongst peers by creating an environment of safety and innovation
- Managing production incidents across all resolver groups to ensure service levels are maintained at a level acceptable to the SNSW business and in line with contractual requirements
- Developing and implementing strategic technology management platforms to increase service performance, availability and recovery positions across enterprise environment and staff systems
- Delivering the enhancements program of work to continually improve the Service NSW technology platform
- Evaluating and engaging suppliers using developed and agreed criteria to support alignment and understanding of the expectations and requirements of engagement
- Monitoring and reporting on vendor performance to ensure service delivery in line with contractual obligations and performance metrics
- Managing outward communication to vendors to facilitate understanding and awareness of organisational strategic direction, changes and challenges
- Managing the interaction between vendors and internal program delivery leaders to provide adequate visibility of interdependent initiatives and programs
- Knowledge of IT service processes (ITIL) and best practices
IT Service Manager, Salesforce
10/2008
-
01/2011
Philadelphia, PA
- Strong service delivery and relationship management skills
- Experience in driving the right behavior from service providers
- Previous service delivery/service management experience
- Mature and self-motivated professional able to work in a fast-paced and constantly changing environment
- Relate the goals of IT service delivery to business goals
- A focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness
- Capacity to lead by example and develop strong personnel performance goals
Education
University of the People
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Excellent verbal and written communication skills, problem solving skills, attention
- Strong business and financial acumen and decision making skills that either enhance, control or identify service experiences ensuring customer satisfaction
- Strong prioritizing, analytical, problem-solving, skills with deep attention to detail
- Strong communication skills, demonstrated ability to articulate ideas and concepts in a multicultural setting
- Experience with managing through organizational changes and strong change management skills
- Excellent time management and prioritisation skills with a pro-active approach to tasks
- Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams
How to write IT Service Manager Resume
IT Service Manager role is responsible for interpersonal, leadership, english, communications, business, database, analytical, organization, negotiation, customer.
To write great resume for it service manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Service Manager Resume
The section contact information is important in your it 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 IT Service Manager Resume
The section work experience is an essential part of your it 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 it 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 it service manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Service Manager resume experience can include:
- Demonstrates strong listening, communications, alliance building, negotiations, conflict management and influencing skills
- Experience working cross-functionally and building collaborative working relationships, interfacing effectively with stakeholders
- Strong supplier management and people influencing skills
- Strong interpersonal skills for driving strategic initiatives through large and diverse organizations
- Prior experience leading teams with demonstrated ability to deliver on time
- Strong interpersonal skills for driving strategic initiatives
Education on an IT Service Manager Resume
Make sure to make education a priority on your it 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 it 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 IT Service Manager Resume
When listing skills on your it 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 it service manager skills:
- Effective interpersonal skills and demonstrated ability to work and communicate with top level executives
- Strong customer facing skills,
- Can demonstrate client management skills having the ability to drive outcomes & manage client expectations
- Excellent analytics, problem solving, communication and presentation skills
- Strong communication skills and a consultative approach coupled with a "can-do"attitude
- Structured work and good analytical skills
List of Typical Experience For an IT Service Manager Resume
1
Experience For Senior IT Service Manager Resume
- Manage the communication of new services, tracking effectiveness, and leveraging multiple channels for an effective message
- A solid understanding and hands on experience of IT Operations
- Effectively monitor, control and support service delivery
- Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo’s) and sites
- Design of effective measuring methods / measurement models of the existing ITSM processes
2
Experience For Global IT Service Manager Resume
- Recognize and adopt best practices in reporting, analysis, data integrity, test design, validation, and documentation
- Over 8 years experience, including 5 years in project delivery
- Previous experience of managing Service Delivery Managers as well as Technical staff
- Experience managing OPEX budgets
- Several years’ experience working with IT controls (SOX, NIST)
3
Experience For IT Service Manager, Salesforce Resume
- Validates SLAs, and publishes KPI report for SLA tracking
- A highly capable line manager who has substantial experience of managing service teams
- Assists in setting the priority for incidents
- Proven record in working in complex scenarios (multisite delivery, multi-vendor, high visibility for global stakeholders)
- Prioritize activities based on understanding of overall business goal
4
Experience For IT Service Manager Months Resume
- A strong understanding of Service Design and Transition activities
- Experience of working with Agile / dev ops delivery methodology is desirable
- Experiences of working with outsource/ strategic partners are essential
- Experience managing professional staff or high level project management with staff
- Working experience in middleware and load Balancers
- Service integration experience including Service Design exposure (process designs)
5
Experience For IT Service Manager, Documentum Resume
- Solid IT Technical knowledge within Windows Operating System and Windows based applications
- Demonstrated understanding of DevOps and technical quality control processes, artifacts and tools
- Experience leading teams - both with direct staff and indirect project teams in a matrix organization
- Perl/SKill/TCL script support, developing necessary scripts or tools to support designers
- Experience leading IT support or operations teams
- Experience implementing I.T. projects with a structured project management approach
- Demonstrated ability to negotiate and influence outcomes without having direct disciplinary authority
- Demonstrated success in Managing IT services and projects to meet the needs of business within agreed SLAs, time and budget
6
Experience For IT Service Manager, GxP Resume
- Strong Understanding of PAM Practices
- Strong understanding of Product Lifecycle Management Process
- Strong understanding of the CyberArk PSM and EPV toolsets
- Engage with internal and external stakeholders, gain their confidence and persuade them to cooperate with initiatives where required
- Develops business-focused concepts, including risk, cost-benefit, strategic initiatives, task prioritization
- Works with leaders of multiple business unit partners to prioritize service improvements
- Understands valid customer needs and translates to changes in service to meet the need
- Set the priority and alignment of the Service with the Client's day to day business requirements
7
Experience For IT Service Manager, Nbc Universal Singapore Resume
- IT experience in service desk implementation and support in a global enterprise environment
- Strong focus on client services in both production support and infrastructure management
- Design and implement effective controls to ensure service continuity is maintained and maximised
- Translate service requirements into an overall user-friendly experience
- Direct process improvement initiatives to improve service performance, delivery and general user experience
- Manage backlog of enhancements requested; evaluate, prioritize and coordinate implementation
- Ensure incidents are resolved with coordination between required teams and effective communication to stakeholders within stated Service Level Agreements
- Ensures Root Cause Analysis and Corrective Action Plans are created for all priority 1 or 2 incidents
8
Experience For Emeia IT Service Manager Resume
- Identify and prioritize all events that occur throughout the IT infrastructure and to establish the appropriate response to those events
- Identify, recommend, develop and implement training programs to increase effectiveness of IT Support groups
- Coordinate with all teams to manage the customer experience
- Experience in the service delivery of infrastructure solutions to customers
- Drive business transformation with an eye toward a better customer experience, automation, standardization, reduction of waste, and increased efficiency
- Manage the service provider for the outsourced operational taking into account cost-effectiveness and compliance with service level agreements
- Build strong relationships with people at all levels of the organization
- Ensure cost effective service operation according to service level targets
9
Experience For Lead IT Service Manager / Problem Manager Resume
- Establish and maintain effective relationships with IT, business customers and colleagues
- License and contract management of middleware and load balancer infrastructure to ensure the organization is supported in effective and efficient manner
- Configure, manage and operate middleware and load balancer infrastructure
- Participate in solution reviews to assess user experience to identify usability
- Able to establish and maintain operational methods, procedures and facilities and review them regularly for effectiveness and efficiency
10
Experience For IT Service Manager Tools Resume
- Experience with finance and contract maintenance
- Proven motivation and team management,
- Experience of ServiceNow toolset
- Experience in medium and large technology environments, at least 10 years
- Experience in technology infrastructure and operations management, at least 10 years
- Being the Protector of the production service whilst also balancing, facilitating and enabling changes during a challenging period of large-scale investment
- Maintaining standards and ensuring that they are adhered to, as well as pro-actively trying to add to these standards whenever possible
- Working within the Equiniti IT Service Management team in Worthing, interfacing with wider team members in the US and UK
List of Typical Skills For an IT Service Manager Resume
1
Skills For Senior IT Service Manager Resume
- Strong leadership skills and proven experience with either leading leaders or functional leadership
- Analytical, organization, multitasking and prioritization skills
- Strong communication (including documentation), leadership and management skills
- Excellent communication and presentation skills with the capability to listen and influence stakeholders at all Levels
- Excellent oral and written communication skills – able to clearly communicate instruction and guidance to customers
- Good interpersonal skills – able to interface professionally and work in a team environment
- Demonstrated problem solving skills and the ability to grasp and implement solutions to complex challenges and strategies
- Strong interpersonal skills required to interact with clients and team members
- Excellent interpersonal communication skills in English (both oral and written)
2
Skills For Global IT Service Manager Resume
- Strong time management skills with the ability to manage multiple projects and deadlines
- Strong analysis skills and the ability to tell a story from data analytics
- Excellent communications (written and verbal) and people management skills
- A proven leader with highly developed people skills and the ability to build new teams and to create a shared, strategic vision for the future of IT services
- Negotiating skills to agree service levels with BBC Worldwide user management as well as external vendors for third party delivered services
- Customer relationship management skills, building rapport with end users and proficient at resolving issues
- Analytical and problem solving abilities - demonstrated aptitude for problem solving and ability to determine effective solutions for customers
- Experience managing people, process, or projects, including at least two years of service management experience
- Stakeholder management and influencing skills to work with business users to agree and implement short and medium term modifications to demand
3
Skills For IT Service Manager, Salesforce Resume
- Ensure all relevant information/paperwork relating to IT is communicated effectively and accurately, internally within IT and externally to the business
- Proven experience at managing a global service
- Demonstrated domain knowledge or experience supporting customer care and sales processes and operations
- Previous leadership experience (including Team Lead experience)
- Business acumen skills in terms of developing business case assessments
- Effectively perform in a diverse, evolving virtual team environment
- Hands on experience with IT Service management planning with at least 5 years’ experience in Service NOW support and management
- Documentation skills to create, maintain and publish service management information
- Proven experience in SME and large budgeted projects
4
Skills For IT Service Manager Months Resume
- Demonstrated theoretical and hands on technical experience, at least 10 years in technical fields, multi-platform, or multi-vendor contexts
- Demonstrated progressive experience in the supervision of a technical support team
- Experience with Adobe Experience Manager is helpful
- High organizational skills and keen attention to detail
- Over 8 years proven experience as R&D system management role in semiconductor industry
- Demonstrated experience of performance management within a medium sized team
5
Skills For IT Service Manager, Documentum Resume
- Analytical skills, thoroughness and attention to details
- Experience in improving the overall control environment, ensuring efficiency, effectiveness, and compliance with appropriate regulations
- Strong ITIL understanding and experience in IT operations
- The ability to operate on a strategic level and be politically savvy with a good knowledge of the key aspects of business
- Experience in organizational change management and user experience
- Demonstrated experience working with vendors either directly or via the Procurement organization
- Work with staff to ensure that skills and knowledge requirements are met within the team
- Solid experience in the role in a international enviroment, better if in retail
- Leadership skills and proactive issue and risk management
6
Skills For IT Service Manager, GxP Resume
- Demonstrated experience with IT management and improvement methodologies such as ITIL, 6S, Lean and/or ADP
- Collaborates effectively across in global service teams and across boundaries
- Strong domain experience in data center, cloud, network, storage, security and managed services
- Proven experience to drive continuous improvement approach for complex services
- Exceptional English written and verbal skills
- Leverage project management skills to participate in the delivery of any ITSM-related initiatives
7
Skills For IT Service Manager, Nbc Universal Singapore Resume
- Monitoring the effectiveness of the team against SLAs/KPIs, driving through change as needed to deliver continual service improvement
- Working closely with the team to problem solve and develop solutions that are aligned with the business priorities
- Have a demonstrable track record of working within an IT support environment working experience of performing an operational management role
- Experience in analysing, evaluating and selecting strategic technology solutions to match business requirements
- Foundational understanding of IT Service Management concepts have practical experience designing and implementing ITIL processes
- Cooperate with the Networking department in implementing and managing the communication infrastructure and services (data and telephony) of the European stores
8
Skills For Emeia IT Service Manager Resume
- Experience working cross-functionally and building collaborative working relationships with stakeholders, operations, and management
- Experience in hiring, managing and mentoring the activities of a team of DW/BI Developers
- Experience with capturing and developing business requirements and translating into IT specifications
- Experience in managing projects; managing and executing multiple projects at once
- Experience in designing and/or defining infrastructure 'services' in a financial services company
9
Skills For Lead IT Service Manager / Problem Manager Resume
- Experience managing applications running on Amazon Web Services cloud environment is an advantage
- Operate under pressure, in a logical manner enabling consistent delivery to demanding deadlines
- An excellent communicator (face to face, meeting, e-mail, …) being able to report in a clear, understandable and pragmatic way
- Experience providing training support for customers
- Three or more years related project management experience, leading and/or being a key stakeholder
- Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
- Experience in designing and implementing ITSM processes for large enterprises
10
Skills For IT Service Manager Tools Resume
- Experience dealing with vendors supplying products, software or services
- Experience in Service Management managing a team of service management professionals and driving process improvements
- Provide effective people management and leadership to the service team ensuring that team
- Perform process assessments ensuring effectiveness, efficiency, adaptability and continuous improvement
- Technical experience of one or more operational monitoring toolsets, preferably gained via implementation
- Agile methodology / Scrum working experience
- Experience of working with IT Infrastructure administration, support and recovery
List of Typical Responsibilities For an IT Service Manager Resume
1
Responsibilities For Senior IT Service Manager Resume
- Effectively manages team members, including technicians and advisors, to ensure team objectives and goals are being met
- Proven experience in the area of ITSM and in-depth knowledge of the processes of service management (ITIL)
- Demonstrated ability to organize/schedule tasks, and develop realistic action plans that account for time constraints and task priorities
- Manage the communication of new services, tracking effectiveness, and leveraging
- Experience in end user technologies, including collaboration, video, desktop, voice, MS product suite, SharePoint, etc. is required
- Experience using enterprise-wide requirements definition and management systems and methodologies
- Strong understanding of ITIL processes within IT Service Management (ITSM)
2
Responsibilities For Global IT Service Manager Resume
- Significant general IT service delivery experience
- ITIL or Project Management certification or equivalent work experience
- Technical / practical experience with tools utilized to service end-users
- Experience of Transition and Service Gateway
- Proven ability to create and manage User Acceptance Test cases and scripts
- Strong knowledge of Office software, such as PowerPoint, Outlook, Excel, etc
- Proven ability to influence an organization
- Experience with ITSM System Technology (ServiceNow)
3
Responsibilities For IT Service Manager, Salesforce Resume
- Experience with ITIL / ITSM Processes
- Experience from numerous technologies in multiple roles (i.e. installation, support, operation etc.)
- Experience of the McAfee and FireEye suite of anti-malware solutions is desirable
- Experience with enterprise grade anti-malware solutions
- Experience with Security Operations processes and detection and response tools and products, e.g SIEM, IDS, etc
4
Responsibilities For IT Service Manager Months Resume
- Experience of managing the teams working in DevOps model and production support environment
- Experience with technical implementations of CRM Sales projects
- Cooperate and collaborate with other teams/vendors (internal & external) both as part of the service provided to the vessels and projects
- Implement and manage all parts of the client service delivery experience against agreed operational deliverables
- Build strong relationships in high pressure environments
- Manage backlog of small enhancements requested; work with stakeholders to evaluate, prioritize and coordinate implementation of enhancements
5
Responsibilities For IT Service Manager, Documentum Resume
- Establishes strong working relationships and practices with clear accountability for delivery
- Experienced with engaging diverse business teams within an organisation
- Experience managing outsourced providers and a global team throughout end user services
- Be flexible and adapt to changing priorities and direction
- Experience of running Change Advisory Boards
- Good working knowledge of ITIL and Service Management best practice frameworks
- Experience of managing ITIL processes across service towers and third parties (SIAM)
6
Responsibilities For IT Service Manager, GxP Resume
- Experience in remotely managing several contractors based in EMEA, especially UK, France, Germany, Spain
- Experience using enterprise-wide requirements definition and management systems and
- Team player with experience working in a matrix managed environment
- Knowledge and experience working with BMC Remedy
- Managerial experience in service management: ITIL, Incident, Problem, Change, Knowledge, Request, Asset, CMDB Management
- Proven problem solver and a change agent
- Experience with implementing infrastructure solutions is desirable
7
Responsibilities For IT Service Manager, Nbc Universal Singapore Resume
- Experience managing customer and vendor contracts
- Experience with technical project management is desirable
- Experience with PCI, SOC, HIPAA, ISO and other regulatory and compliance implementations desirable
- Proven ability to leverage technology to create step changes in business value
- Cyber Security experience: A working knowledge of how to secure infrastructure and applications, ideally CISSP certification
8
Responsibilities For Emeia IT Service Manager Resume
- Ten years management/leadership experience
- Government contract work experience
- DevOps Manager or related experience
- Previous experience in the service management of outsourced IT operations
- Strong sense of responsibility, high self-motivation and willingness to perform
- Experience in the capacity of at similar role 5+ years
- Expert in effective management of multiple, complex, concurrent projects
9
Responsibilities For Lead IT Service Manager / Problem Manager Resume
- Good technical background on Network, Security, Storage, Linux
- Knowledge and fundamental experience of Service Management tools and service oriented architecture
- Highly motivated, autonomous individual with strong methodological background and focus on business needs
- Strong written and verbal English knowledge
- Experience in Service management at a multinational company
10
Responsibilities For IT Service Manager Tools Resume
- Experience of ITIL (Information Technology Infrastructure Library) within an IT function
- Experience with the management of 3rd party suppliers
- Experience of IT within a financial services organisation
- Experience with ITIL processes
- Demonstrated success in project execution with involvement in multiple major projects
- Demonstrated ability to organize/schedule tasks, and develop realistic action plans
- Work with multiple work streams and priorities and deliver results on deadlines
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