Operations Delivery Manager Resume Sample
Romaine Dach
96740 Lauren Stravenue,
Houston,
TX
+1 (555) 717 3111
Work Experience
Operations Delivery Manager
11/2017
-
PRESENT
San Francisco, CA
- Proven ability to manage and resolve complex and ambiguous issues
- Experience with key technologies and tools related to Infrastructure management and application support
- Technical experience and 3+ years of managerial experience with an overall experience of 10 years in the IT Industry
- To lead Victoria operations managers, operations engineers and field services teams
- To manage operating procedures and work instructions related to successful delivery of Motorola’s operations with the customer
- To participate in operational customer meetings and drive operational action items and continuous improvement
- To manage sub-contractors in ensuring all objectives of operations delivery are met
- To manage monthly and on demand reportingCustomer (internal or external) documentation approvals
Nigeria Operations Delivery Manager, SS&D
04/2012
-
05/2017
Phoenix, AZ
- Mechanical Diploma or college (or equivalent experience) with at least 10 years of Asia Pacific Australia and China experience in a support or maintenance engineering / Integrated Services position and planning or project management)
- Capability in working under pressure, good communicator, clear thinking, decisiveness. Team player skills
- Familiarity with common PC software tools
- Experience in Technical Role and field experience is an added advantage
- Manages customer changes requests and other new requirements. Participate in RFP’s and create SOW’s for prospects and assigned clients, coordinating any backend resources as necessary
- Provide customers a single point of management oversight for local operations and ensure customer service and KPI compliance. This supplements the formal call out mechanism of lodging support requests via the Motorola Network Operations Control Centre
- Manage and maintain operational services scope as per the contracts and ensure customers understand their obligations in regard to service deliverables and Motorola also meets necessary criteria
- Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service
Senior IT Operations Delivery Manager
04/2007
-
10/2011
Houston, TX
- Ensure that customers receive appropriate and timely reporting as required by the Contracts
- Lead regular service reviews and other forums to ensure that operational services and issues are managed successfully
- Ownership and resolution of operational issues including incident reports and follow up action items from system incidents, both internally and externally including conducting Customer briefings
- Identify and implement areas for improvement to ensure improved service quality and best practice delivery
- Interact with the Service Provision Team ensuring constant awareness of service provision issues including specific customer activities such as, special operations events, customer service sign offs and transition activity development
- Good problem solving skills to handle the dissatisfied customers and decision making abilities to answer the critical client queries
- Analysing data or statistics to identify the customer service level the organization is providing
- Identify risks and issues that can apply to each maintenance agreement obligation and escalate to management
Education
University of Phoenix - Las Vegas Campus
2002 - 2007
Bachelor's Degree in Business
Professional Skills
- Strong written/oral communication skills and ability to build effective working relationships accross a matrix organisation
- Prior experience in handling delivery/accounts within multiple geographies is required
- Strong Subsea domain experience
- Good presentation and customer relations skills to understand client concerns and requirements
- Effective communication skills, both written and verbal, for a variety of audiences
- Relevant BP business experience and knowledge and ideally experience working in a SSC environment
- Previous experience in managing / leading teams as 2nd line manager
How to write Operations Delivery Manager Resume
Operations Delivery Manager role is responsible for software, reporting, training, credit, finance, english, contracts, collections, sox, planning.
To write great resume for operations delivery manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Operations Delivery Manager Resume
The section contact information is important in your operations 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 Operations Delivery Manager Resume
The section work experience is an essential part of your operations 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 operations 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 operations delivery manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Operations Delivery Manager resume experience can include:
- Previous experience in managing sub-contractors would be advantageous
- Experience using SAP, Siebel and MS Office applications
- Experience leading a team (3 - 5 years)
- Able to prioritise, handle urgent issues and situations, following through to resolution in a timely manner
- Experience in leading a team
- Preparing and developing management information reports for internal and client use
Education on an Operations Delivery Manager Resume
Make sure to make education a priority on your operations 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 operations 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 Operations Delivery Manager Resume
When listing skills on your operations 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 operations delivery manager skills:
- Experience managing and/or supporting Data Service, User Service, Service management consolidations and migrations
- Experience supporting sales and/or delivery operations for mid-size to large outsourcing environment
- Experience in managing operations and teams
- Strong financial acumen, including the ability to develop and evaluate business cases
- Experience supporting a market-driven portfolio is desired
- Previous experience working in an aviation operations role is essential
List of Typical Experience For an Operations Delivery Manager Resume
1
Experience For Nigeria Operations Delivery Manager, SS&D Resume
- Manage Major Incidents / client alerts Manage client disputes on service quality
- Sign off on any transition-to-run activities
- Provide coaching, encouragement, motivation and development to project team to ensure development of strong talent pool and robust succession planning in region for customer. Responsible for training and education of all Operations Delivery Managers I & II, Factory Liaisons, Planners, and/or Project Managers in the principles of project management
- Provide customers a single point of contact for operations and ensure customer service and KPI compliance
- Manage and maintain all contractual support obligations as per the contract(s) and ensure customers understand their obligations in regard to service deliverables
- Management of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure service compliance
- Lead regular service reviews and other forums as appropriate to ensure that operational services and issues are managed successfully and identify areas for improvement to ensure enhanced service quality and best practice delivery
- Comply with Motorola Quality policies and actively apply ITIL practices
- Liaise with customers to discuss concerns or complaints and including major incidents and facilitating post incident reviews, instigating corrective action where required
2
Experience For Confirms Operations Delivery Manager Resume
- Ensure customer documentation remains up to date and relevant for the necessary service obligations
- Create and review routine customer reports that represent services delivered and compliance with KPI’s and SLA’s as appropriate
- Input and review professional proposals for customer quotations that relates to their line of business and operational requirements
- Review flight requests (from both current and prospective clients) and provide guidance on charging in accordance with customer contracts, and published Commercial rates
- Act as the key business and customer focal point for queries regarding the flying schedule
- Oversight responsibility for ensuring customer flight allocations are correct in Babcock Flight Management system in accordance with customer contracts
3
Experience For Senior IT Operations Delivery Manager Resume
- Budget responsibility for the Operations Department including headcount, overtime spend etc
- On Time Departure (OTD) delivery of the daily flying programme
- Proactively manage the operational programme to ensure client needs are met, whilst maintaining company standards and interests
- Accountable completion of Babcock flights
- Compliance with departmental budget
4
Experience For Data Operations Delivery Manager Resume
- To lead and manage the Operations Team
- To ensure we plan and deliver the schedule as agreed with our customers, as per contractual commitments
- Responsible for the Operational planning function to meet KPI standards, and for resolving problems with apron space, crewing, airframe availability etc. where they arise
- Lead the Operations team with a drive to improve service delivery to clients through sound future schedule planning and proactive management of customer schedule disruption
- Manage sub-contracted services including fixed wing providers and ground handling agents as operationally required
5
Experience For Cash Operations Delivery Manager Resume
- Maintaining an up to date knowledge of company operations, particularly Service Delivery and company CERP and demonstrating a full understanding of other departments within the business including key interdependencies
- Maintain an effective working relationship with the SDM who is accountable for the overall contractual compliance of all services and projects
- To chair a monthly operations (performance review) meeting with each client (face to face)
- Achieve cost & efficiency savings including those managed through 3rd party suppliers
- To undertake regular PDR reviews with direct reports and set appropriate objectives
6
Experience For Senior Operations Delivery Manager Resume
- Deputise for the Director of Service Delivery at customer and internal meetings as required
- Undertake key management tasks as directed by the Director of Service Delivery
- Responsible for controlling all relevant paperwork relating to IST trades for International Gas (IG), Metals and CSO contracts. This includes issuing outward and reviewing inward confirmations, ensuring compliance by traders with all control requirements and IST’s strict regulatory requirements
- Support the European Credit Manager & Process Lead Credit and Accounts Receivables in GBS Europe with any ad hoc activities or strategies, the Credit SME to drive and execute the standardization and harmonization and the Customer Credit ODM regarding the operational tasks in driving Excellence
- Operations including Network Operations Centres
- Shared Services (Commercial, Finance and HR)
- Interface role between Service Delivery Manager and the Delivery Towers (which provide the different services to the client)
7
Experience For Settlements Operations Delivery Manager Resume
- Ensure the delivery of the run services to Grant Thornton in accordance to the SLA contract and budget
- Execute the implementation of standards to client’s environments
- Ensure delivering of run services according to SLA - Deliver the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with Grant Thornton
- Provide pro-actively feedback on delivery issues and escalates (where applicable) to the SDM and/or Service Line Management
- The Operations Delivery Manager can be responsible for the services from one SL, or for the delivery of multiple SL services (as lead cross-SL ODM for a client, depending on the situation)
- Strong problem solving and influencing skills, ability to manage conflicting deadlines by effectively delegating and utilising direct reports to ensure deliverables are met
8
Experience For Pensions Operations Delivery Manager Resume
- Strong customer acumen, ability to demonstrate an understanding of customers’ needs / behaviours
- Highly motivated and ambitious to deliver value to end customers and business both operationally and financially. Drives any organisation related change in a proactive manner
- Drive projects to implement tools used already in process teams
- Support implementation of BSC Standards and reassure Compliance
- Support Country Cluster Manager to transfer teams into the Process teams
9
Experience For Cross Tower IT Operations Delivery Manager Resume
- Self-confident appearance in relations to the internal and outside world and assertiveness
- Sales & Pre-Sales
- The Central & Southern Cluster ODM is accountable for the output of the work of the Italy ARC analysts such as BSI ownership, quarterly due diligence, remediation & action plan for internal audit findings, local tax calculation, group- and statutory GAAP reconciliation, preparation of statutory financial statement, regular & ad-hoc reporting requirements to local authorities
List of Typical Skills For an Operations Delivery Manager Resume
1
Skills For Nigeria Operations Delivery Manager, SS&D Resume
- Good understanding of financial management in an outsourcing environment
- Proven track record delivering to SLA
- Good knowledge in all areas of delivery in an outsourcing environment
- Drive to deliver excellent customer service
- Provide effective solutions to problems, individually, and as part of a team
- Proven track record delivering to SLA’s
- Previous supervisory experience would be advantageous
- Working knowledge of Flight Time Limitations (CAP371) would be advantageous
2
Skills For Confirms Operations Delivery Manager Resume
- Managing a large scale team of HR Services colleagues with complex process management and business interactions
- Understanding procedures and processes for the relevant Businesses, as well as the internal GBS processes
- Flexibility in working hours to meet the operational demands of the programme, including on call requirement
- Communication/Negotiation- Teamwork at highest levels. Plan and conduct complex negotiations reaching lasting agreements and commitments
- Expert knowledge in all areas of data centre management and delivery in an outsourcing environment
- Detailed understanding of work units, and how they build up to the service level agreement
3
Skills For Senior IT Operations Delivery Manager Resume
- Problem Solving - Anticipate, create and define innovative and visionary concepts in strategic environment
- Track record of accomplishment leading organizational transformations
- Leads Delivery within operations for an account or group of accounts, depending on contract volume
- The ODM has a firm working relation with the SDM who is accountable for the overall contractual compliance of all services and projects
- The Operations Delivery Manager is accountable for delivering the run services towards a client or a specific set of clients
- Develop and deliver strategic and tactical operational plans and solutions
- Maintain a clear understanding of the client’s requirements, demonstrating a good understanding of all processes and procedures used to satisfy these requirements
- Ensure that the teams are well managed, taking into consideration the requirements of the principle ‘pay due regard to the interests of customers and treat them fairly’ (TCF)
- Identify and report risks and breaches immediately to the Service Delivery Manager and to the Operational Risk & Compliance Department, ensuring the appropriate controls are in place to facilitate this
4
Skills For Data Operations Delivery Manager Resume
- Proactively develop the skills, competencies and knowledge of HRS team members to ensure that members achieve their full potential
- Deliver HR processes by managing workflow, ensuring adequate holiday training & sickness cover
- Follow standards of performance and quality to achieve a first class service
- Adhere to the ISO and Investors in People Standards, Quality Management System and comply with pensions and FCA regulations and initiatives, for example, Treating Customers Fairly (TCF)
- Conduct regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
- Conduct half-yearly and annual appraisals with direct reports
5
Skills For Cash Operations Delivery Manager Resume
- Organise weekly team meetings with direct reports to discuss & review team performance, issues and to celebrate success
- Ensure team process and procedure documentations are maintained and fit for purpose
- Develop, achieve and monitor Process Performance Indicators aligned to the Service Level Agreements
- Work closely with peers within the GBS to ensure that overall operational objectives are met, ideas shared and lessons learnt
- Develop a team environment that supports continuous improvements & promotes the GBS culture
- Develop, control and improve processes and procedures to ”Best in Class” standards
- Ensure that all activities are compliant with the BSC’s HSSE requirements
- Monitor and assure compliance to SOX and BP Business Controls
6
Skills For Senior Operations Delivery Manager Resume
- Align and manage the development and implementation of the R&C Teams plan with the BSC’s business plan, in order to optimise the achievements of process standardisation & simplification and quality service in line with Finance Global standards and policies
- Lead and review operations to ensure the team’s accurate and timely delivery of Order to Cash services in accordance with service level agreements and relevant processes and policies including (where applicable)
- Deal with Outsourced Service Providers where applicable and act as point of escalation for issues between businesses and Acceture
- Understand the business and drive execution
- Coach and develop members of the team and coordinate team activities in order to increase the individuals and the team capabilities
- Ensure timely and accurate Group Accounts submissions and drive for consistent improvement of key Key Performance Indicators (e.g. Gait submission on time, number of PGA’s or Intercompany differences) and higher quality Group Accounts reviews
7
Skills For Settlements Operations Delivery Manager Resume
- Able to manage conflicting work issues add deadlines using team structure and by negotiating timeframes on work in order to ensure deliverable deadlines are met
- Be able to assume overall control of and resolve complex customer or operational issues
- Experience in industry-standard methodologies best practices and commercial experience in outsourcing and service center services – familiarity with industry and technology trends, cost drivers, and operational best practices. Track record of accomplishment leading organizational transformations
- IT infrastructure Operations Delivery
- Lead in a regional environment
8
Skills For Pensions Operations Delivery Manager Resume
- Contribution/Leadership -Develops and implements product, market, business, or technology strategies with executive review
- Has vision of overall strategies
- Build and maintain stakeholder relationships based on respect and trust
- Knowledge of DB and/or DC pension schemes and/or PMI qualifications would be particularly advantageous
- The ODM proactively manages the operational delivery in scope for large accounts, and where a client receives service from multiple services lines acting as the lead ODM for overall end-to-end Operations delivery
9
Skills For Cross Tower IT Operations Delivery Manager Resume
- The ODM can be responsible for the services from one SL, or for the delivery of multiple SL services (as lead cross-SL ODM for a client, depending on the situation)
- There can be multiple ODM’s for a client, but there is always one lead ODM in order to ensure ownership of the end-to-end delivery of cross-SL services. ODM in senior grades (i8-i10) are typically the Lead ODM
- In his role, the ODM ensures that the sub-service lines deliver according to the SLA, as well as managing the delivery of non-standard / client specific services
- Team Lead Experience
- Strong HSE acumen
- Goal oriented, complex / strategic thinking and working in a structured way
- Prepare a resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth
- Ensure correct & appropriate forecasting and charging of the services (work units) to the account Identify SLA opportunities
10
Skills For Cerner Operations Delivery Manager Resume
- Conduct regular performance reviews with the Field Services Team including annual goal setting
- Has a thorough understanding of all Run contractual and SLA obligations Responsible for delivery to the SLA obligations
- Compliance of flying programme with customer, company and regulatory requirements as laid down in the company Operations manuals
- Responsibility for maximising utilisation of company assets to increase revenue
- Restructure activity split to enable transfer into a process orientated organisation
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