Senior Service Delivery Manager Resume Sample
Otho Hickle
830 Rowland Fort,
Philadelphia,
PA
+1 (555) 205 7618
Work Experience
Senior Service Delivery Manager
09/2017
-
PRESENT
Philadelphia, PA
- Meeting all service level agreements (SLAs),
- Key performance indicators (KPIs),
- Ensure a smooth co-ordination both within one’s organization and between others
- Establishes and Coordinates the regional IT Service Catalog
- Deploys short and long term strategic plans to ensure infrastructure capacity meets existing and future requirements
- Develops, implements and maintains policies, procedures and associated training plans for infrastructure administration
- Participates in the development of IT Infrastructure strategies with the Global Infrastructure Team
- Conducts research and makes recommendations on products, services, protocols and standards in support of all infrastructure procurement and development efforts in the North America region
WFM Senior Service Delivery Manager
03/2011
-
04/2017
Chicago, IL
- Establishes and tracks service level agreements with business units
- Run the service desk, ensuring it meets business needs and provides demonstrable value for money
- Handle relationships with associated vendors/3rd party suppliers
- Lead service communication both within the team and with customers
- Develop, publish and implement agreed service level agreements, performance metrics and service monitoring resources
- Participate, as appropriate, in multi-functional major incident and/or problem management initiatives to ensure continuity of service provision
- Lead the specification, installation, maintenance and administration of relevant technical solutions to agreed service levels
- Using service metrics develop a service roadmap indicating short, medium and long-term service developments and the associated benefits
Senior Service Delivery Manager to Nnit
06/2005
-
02/2011
Philadelphia, PA
- Maintain an awareness of external trends in appropriate technologies and vendors and build this knowledge in to the service strategy
- Maintain strong working relationships with key customer groups to enable assessment of service suitability and performance – use this knowledge to inform service development strategies
- Knowledge in one or more Oracle HCM Cloud Applications modules (Core HR, Payroll, Benefits, Compensation and Absence Management)
- Experience in Design (Data Mapping), Develop, Test and Deploy Conversion Program
- Converting Benefit Programs, Plans and Enrollment data
- Personalizing HCM Cloud Application using Sand box and Page Composer
- Experience in writing OTBI and BI Publisher reports
- Experience in following Tools
- EMEA Service Delivery Head
Education
Cabrini University
2000 - 2005
Bachelor's Degree in Management
Professional Skills
- Continue the enhancement and improvement of team’s skills. Ensures timely and effective training is delivered to enhance skills of the team
- Excellent networking skills; ability to navigate organisations and build strong relationships with C-level executives
- Strong organisational, time management and prioritisation skills
- Advanced analytical skills and data mining tool experience, capable of translating analytics into fact based opportunities
- Senior client facing experience with Decisioning skills
- Strong Manager skills with ability to provide personnel and technical leadership to a team
- Excellent verbal and written communication skills, able to create and present executive level reports
How to write Senior Service Delivery Manager Resume
Senior Service Delivery Manager role is responsible for customer, leadership, training, retail, compensation, finance, credit, securities, integration, database.
To write great resume for senior service delivery manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Service Delivery Manager Resume
The section contact information is important in your senior service 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 Senior Service Delivery Manager Resume
The section work experience is an essential part of your senior service 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 senior service 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 senior service delivery manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Service Delivery Manager resume experience can include:
- Identifying and determining clients' business requirements, needs, and objectives, and coordinating demonstrations that show how Singtel’s Cloud solution can best meet their requirements
- Strong communication and influencing skills - person needs to be able to manage BPO delivery and expectations
- Use Strong communication skills to build relationships and influence key client contacts
- Strong leadership, collaboration, and people skills
- Manage resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools
- Experience as a line manager and provide evidence of having the ability of being a motivator and mentor
Education on a Senior Service Delivery Manager Resume
Make sure to make education a priority on your senior service 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 senior service 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 Senior Service Delivery Manager Resume
When listing skills on your senior service 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 senior service delivery manager skills:
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution and people management skills
- Excellent customer facing/customer service skills
- Strong relationship-building skills, with both internal departments and external customers
- Very strong English written and verbal skills required
- Good interpersonal, team-build and leadership skills
- Strong Communications skills with the ability to articulate service strategy and process improvements
List of Typical Experience For a Senior Service Delivery Manager Resume
1
Experience For WFM Senior Service Delivery Manager Resume
- Excellent communication skills, with all levels in the organisation and external suppliers
- Strong communication skills and a positive can-do attitude
- Leadership skills gained from working within a busy, demanding, pressurised and high profile customer service environment or similar
- Relevant managerial experience , including previous Service Delivery Manager experience
- Industry related experience within program management, alongside commercial experience in Application Development
- Working experience in liaising with 3rd parties in the delivery of improved service
- Strong knowledge and understanding of Banking and/or Financial regulations helpful
- Experience of assessing and reviewing risks to the delivery of contracted services or the overall Customer relationship
2
Experience For Senior Service Delivery Manager Managing Our Key Clients Resume
- Demonstrable experience driving Application Development programs delivering enterprise-class solutions
- Cooperate in identifying main areas for IT service Improvement
- Strong technical awareness across computer platforms and operating systems
- Experience of coordinating a diverse, matrix team in the resolution of critical incidents
- Experienced in working in an ecommerce application environment
- Experienced in managing global and matrixed team members
- Hands on experience with legal documents including but not limited to RFx, SoW, MSA and MoU.
- Experience working with Vendor Management and Contingent Labor Systems and Processes
- Coordinate the activities to consolidate business partner requirements for enhancements to business applications
3
Experience For NA Senior Service Delivery Manager Resume
- Results oriented and strong sensitivity to respect SLA
- Experienced in Cloud or IT Technologies (VMWare virtualization would be an advantage)
- In-depth supplier and stakeholder management experience at a senior level
- Collaborative by nature and a strong relationship builder able to communicate and influence at all levels in a large and successful organisation
- BS/BA in Computer Science, Information Systems Management, Computer Engineering, or an equivalent combination of education and/or experience
- Identify required modifications to project plans based on changed priorities, policy changes and resource constraints
4
Experience For Senior Service Delivery Manager to Nnit Resume
- Pega experience (although certification not required)
- Previously worked for an IT Consultancy or possess a strong commercial awareness
- Hands-on experience with network administration and/or system administration
- Experience in a financial services business and/or commodities firm
- Prioritize and execute tasks in a high-pressure dynamic environment and make sound decisions in emergency situations
- Proven track record in account growth desired
- Working at a market leading agricultural company, getting insight to a dynamically developing yet very stable organization, as well as the industry
- Meeting Agendas§ Meeting Minutes
5
Experience For VP, Senior Service Delivery Manager Resume
- Understanding of IT industry working practices / methodologies – ITIL foundation is desirable but not essential
- Provide leadership for service delivery team including planning, coaching, recruitment, selection, performance development and mentoring
- Assist in managing the computing environment to protect the production applications critical to the success of the business
- Lead overall OLA’s between teams in support of customer-facing SLA and align with overall execution of incident management service offerings
- Ensure standard reports are provided to business partner according to agreed schedule
- Help streamline some of the ‘critical’ BAU and Transformation processes, information and reporting – for the GDCE executive
6
Experience For Senior Service Delivery Manager Resume
- Perform PO monitoring and budgetary controls
- Hires, promotes, separates or makes recommendations regarding same
- Optimizes the utilization of resources by applying appropriate concepts, Pega technology and workflows
- To have a deep understanding of IT Supplier Contract(s) and ensure contractual obligations are adhered to by both ITV and the Supplier
- Be responsible for the outsourcing management
- Help build highly efficient and motivated teams providing 24 x 7 contact point for the business end user base
- Participate in the client on-boarding process and ensure it is documented and published for the benefit of customer service excellence
- Participate in the development and implementation of the JML process and its ongoing review
7
Experience For WFM Senior Service Delivery Manager Resume
- Create and own any SIP processes and actions arising from such incidents or service level reviews
- Create a multi-year MDM service evolution roadmap including
- Ensure that the resources, capabilities and capacity are in place to meet both existing and new business demand
- Educate, influence and drive the needs of the Customer into decision making across the FIS service teams
- Organizes the global steering and/or vendor meetings
- Manage the incident/escalation process and communicate with customer while keeping the Operations managers informed
- Take a lead role in transitioning client to managed services solution
8
Experience For Senior Service Delivery Manager Managing Our Key Clients Resume
- Responsible for client invoicing
- Assess strengths and development needs of employees and provide challenging assignments and opportunities for development
- Manage team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals
- Ensure day to day Managed Services activity and focus on reducing the numbers of incidents
- Ensure recurrent build project planning and execution
- First point of contact for Delivery ( ongoing support, enhancements and new development for CGI products )
- Accountable for delivering FM related projects in time, cost and quality within the sites
9
Experience For NA Senior Service Delivery Manager Resume
- Manage the capital budget and operating expenses prepare and agree area budget and monitor expenses
- Understands in depth the contract commitments for sustaining work
- Detailed understanding of technology, services delivery framework (ITIL) and project management methodologies
- Thorough understanding of the clinical IT market and customer needs
- An understanding of the clinical trial process is required
- Drive an initiative on their own reporting into the client Exec Director
- Implement them using the right mix of tools, resources and processes
- Perform general mathematical calculations for the purpose of creating needs assessments, budgets, etc
10
Experience For Senior Service Delivery Manager to Nnit Resume
- Problem definition, problem solving, measurement
- Familiarity with industry leading methods and tools for Application Management and Support
- Develop and execute training for the service and it’s improvements
- Travel , depending on assigned accounts
- Oversight of Change Management Process Communication of outage/maintenance requests
- Internal SPOC (Single Point of Contact) for all services provided by the Business Unit (BU)
List of Typical Skills For a Senior Service Delivery Manager Resume
1
Skills For WFM Senior Service Delivery Manager Resume
- Effectively manage all relationships with relevant stakeholders, engaging in an inclusive, collaborative, and productive manner
- Strong experience of carrying out a facilities management role, ideally in a comparable industry or at least in a matrix organisation
- Develop key networks through strong communication and delivering strong customer service
- Previous experience as a Team Lead or demonstrable experience in leading geographically diverse teams
- +10 years´experience in Platform Support, 8 years´experience within a related environment
- Experience constructing or architecting systems and processes to support data, change management, training, or process improvement
- Experience working with and leading teams that consist of any of the following: Service Desk, SOC, Tier 2 Help desk
2
Skills For Senior Service Delivery Manager Managing Our Key Clients Resume
- Experience in operation management or outsourcing project in the banking and financial industry
- Excellent understanding of service management process development, implementation and ongoing improvements across the ITIL processes
- Experience working/leading in a multivendor environment
- Make sure that the right level of reporting is created and validated at ORM 1 & 2 meetings
- Experience in transforming teams from “Waterfall” to “Agile”
3
Skills For NA Senior Service Delivery Manager Resume
- Experience in running enterprise solutions
- Customer Experience Reporting and Incident trends are the primary KPIs used to measure Service Performance
- Strong working knowledge and application of Software Development methodologies e.g. Agile, Waterfall
- Experience in a service line operational role providing infrastructure and/or SAP services’
- Experience working in a large IT enterprise, team-oriented, and collaborative environment
4
Skills For Senior Service Delivery Manager to Nnit Resume
- Experience of handling 3rd parties and 3rd party delivered services
- Experience in CIS engineering and CIS systems as a service manager
- Experience working on VMS Systems
- Judgment and decision making: make sound and logical decisions without unnecessary delay that prove to be correct and effective
- Demonstrate the ability to gain trust and build relations at all levels
- Strong knowledge of infrastructure technology products, service delivery and lifecycle management
- Have good knowledge of VTC Operations in a military organisation
5
Skills For VP, Senior Service Delivery Manager Resume
- Validates that delivery from partners meets business expectations for timeliness, quality and service
- Experience in service delivery management
- Experience in IT infrastructure services
- Strong knowledge in process improvement methodologies and tools
- Web systems experience -- Highly Desired
- Data Privacy and Governance experience
- Experience in data science
- Systems orchestration experience
6
Skills For Senior Service Delivery Manager Resume
- Business domain experience in Oil and Gas is an asset
- Experience in IT service support functions
- Understand and possess experience in order management processes
- Reviewing, monitoring and reporting project health status
- Working knowledge of contracts management in relation to the provision of site services including service level agreements and key performance indicators
- Coaching and counseling: create a positive atmosphere of professionalism and support among team members
- Acting as a focal point for all support related queries and issues
- Reviewing transition plans, enhancement milestones and deliverables in consultation with support teams and customer
7
Skills For WFM Senior Service Delivery Manager Resume
- Reviewing with support team to ensure that all support tasks and deliverables meet quality and service levels
- Ensuring that agreed SLAs targets are achieved or exceeded,
- Ensuring service transparency (delivered service shall match ordered quantities and vice versa)
- Managing customer expectations and relationship
- Managing of Service Delivery communications for customers
- Liaising with FM supplier organization, business partners, key internal stakeholders and external
- Planning and organization: organize initiatives to achieve optimal results and critical timelines
- Challenging role in a newly establisted key function
8
Skills For Senior Service Delivery Manager Managing Our Key Clients Resume
- Accountable for monitoring and maintaining the delivery of services by CREFM suppliers at a site level according to agreed standards
- The ability to understand complex interrelations impacting the outcomes the business are expecting, and being able to turn insight into actionable plans
- Be responsible for preparing and agreeing the area budget with Regional CREFM Head (s), CREFM Finance and supplier, monitor spending and accruals
- Provide operating expertise and guidance to site managers on matters regarding staffing, operations, quality, and customer care
- Perform as a role model and positive leader, demonstrating the ability to adjust in a fast pace every changing environment
9
Skills For NA Senior Service Delivery Manager Resume
- Resource forecasting and planning
- Define Productivity financial targets for green & blue dollar reporting ensuring cross sector goals are met
- Task management of support analysts in restoring service and performing problem, and other service management process, tasks
- Able to deliver business results in a complex outsourcing arrangement, spanning all Service Areas
- Guaranty offer QoS in coordination with engineering, marketing and pre-sales for new customers
- Accurately forecasts and reduces the risk of churn by ensuring we retain customers in contract and has a track record of being able to minimise defection
- Maximize potential for contract renewals by addressing service and pricing issues
- Responsibility for creating proposals, presentations and estimates for new work, coordinating technical inputs from other members of the team
- Intellectually curious with a desire to understand the details and an ability to assemble a holistic, compelling view
10
Skills For Senior Service Delivery Manager to Nnit Resume
- Knowledge of the GT&O product volume forecasting and TCOA financial processes
- Be accountable for the end to end IT Service performance being delivered and consumed by your business functions
- Exposure to Chatbot using Microsoft Bot Framework, API.AI or Watson
- Inventory estate, process, and project delivery risks specific to Channels and LOBs ensuring shared service components are captured
- Identify opportunities to reduce the cost of the services we are providing to our customers
- Responsible for setting annual targets for SDM’s for a given region of responsibility
- Provide regular and accurate Service Delivery Reporting in line with contractual requirements
- Operational management of partners in providing support services for owned service portfolio
- Ensure appropriate capacity, risk and security monitoring, disaster recovery and business continuity plans are in place across the portfolio
List of Typical Responsibilities For a Senior Service Delivery Manager Resume
1
Responsibilities For WFM Senior Service Delivery Manager Resume
- Provide and consistently deliver subject matter expertise and support on the definition, negotiation and agreement of Service Schedules, SLAs, complex service and Operational Support requirements with Service Partners, Senior Operational Support & Business stakeholders
- Excellent communication skills: able to write reports
- Confirmation we are delivering a client experience that is consistent with our service culture
- Experience and exposure to a varied set of Supplier engagement activities including Statement of Works, Professional Services and BAU Service Provision
- Experience of running a governance function within an operations environment
- Background driving service improvement through effective process governance
- Experience in Media/Broadcasting environment is a beneficial
- Senior Service Delivery experience within an ITIL environment
2
Responsibilities For Senior Service Delivery Manager Managing Our Key Clients Resume
- Manages infrastructure project intake, including project time and cost estimates as well as prioritization
- Experience with ITIL and DevOps principles and practices
- Own the ongoing evolution of the Management Information production and reporting to demonstrate workload and staffing trends and issues
- Substantial experience in technical services / customer support
- Develop strong relationships with internal resources and client personnel
3
Responsibilities For NA Senior Service Delivery Manager Resume
- Strong client focus and high level of client service expertise
- Demonstrates depth of operational service delivery management expertise
- Establish and maintain a good rapport and build strategic relationships
- Experience with Empower and/or Docutech systems ideal but not required
- Control credit memos through good administrative control and negotiation on service failures
4
Responsibilities For Senior Service Delivery Manager to Nnit Resume
- Having total overview of all services, spotting risks and adjusting plans and execution in cooperation with the Operation Delivery Manager (ODM)
- Ensuring and owning the appropriate communication during client issues and escalations
- Provides leadership for service delivery team including planning, coaching, recruitment, selection, performance development and mentoring
- Assists in managing the computing environment to protect the production applications critical to the success of the business
- Supply the Quarterly Business Performance reports (QBR) to the customer and facilitate/lead meeting to review the reports
- Lead Pega engagement at client end and provide thought leadership and roadmap in implementing Pega projects
5
Responsibilities For VP, Senior Service Delivery Manager Resume
- Deliver training on ITIL processes and management of these as they relate to the client
- Becomes a point of escalation for customer issues and for service towers regarding client issues / opportunities / contractual obligations
- Utilizes variable staffing models, which includes contractor and co-source models, processes/practices
- Knowledge of all types of testing, e.g, unit, component, integration, system
- Formulate, implement and evaluate plans, programs and procedures applicable to the information processing operations
- Build and develop relationships of trust with key customer stakeholders providing the basis for CNS WAN success
- Monitor and control service delivery of the Regulatory Reporting Hub services
- Oversees release support, including release notes review and UAT support
6
Responsibilities For Senior Service Delivery Manager Resume
- Provides consultation to business management and delivers detailed reports regarding progress/status updates for technology projects
- Responsible for exception processing and production issues outside regular cycle
- Work well under pressure in a multi-tasking environment
- Report, invoice and follow up on finances
- Maintain service order transparency, ensure that the delivered services match the ordered volumes
- Review and Provide input to the development of the SLAs
- Channel customers’ escalations towards successful resolution
- Understand business and customer needs
7
Responsibilities For WFM Senior Service Delivery Manager Resume
- Prepare and analyze service delivery reports for business partner
- Follow up on assigned actions
- To engage fully in the review process of IT services and the development of improvements plans
- To set and meet the agreed customer expectations in the delivery of IT Services and in problem resolution
- Ensure that the role is aligned to the GDCE Exec’s priorities - offering technical, transactional, logistical and business management expertise and leadership in the required time zone
8
Responsibilities For Senior Service Delivery Manager Managing Our Key Clients Resume
- Escalation point person for the customer, delivery and other associated Presidio teams and vendor partners
- If required, produce and maintain service improvement plans
- Add to the Quarterly Business Performance reports insight on areas of likely concern to the customer. Also add value added suggestions, which typically includes recommendations on actions in order to improve the customer’s environment under our management
- Be the customer advocate for Presidio Managed Services communications that directly affect the customer Client Contract Profitability, Upsell and Renewal
- Confirm contract renewal activities are proceeding starting approximately 120 days before the contract end date and escalate all expired contracts to the Sr. Leadership team Key Success Metrics
- Strategically drive customer requirements and services, Key Performance Indicators, Service Level Agreements, Metrics, Scorecards and Cost Saving Initiatives
- Basic Presidio Managed Services tool usage, especially report generation (Service Now, Prognosis, Nimsoft, Edge Portal and Jaspersoft
- Support, lead and manage client initiatives and requirements throughout the account structure
- Develop and lead strategy reviews, business reviews and account reviews
9
Responsibilities For NA Senior Service Delivery Manager Resume
- Align organizational structures and strategies
- Liaise with client vendors
- Develop relationships with customers to understand their perception of our services and their needs; identify and correct customer service deficiencies
- Capitalize on new or expanded service opportunities
- Achieve account(s) revenue and profitable budgets
- Administrative – Coordinate and prioritize of daily workflow, delegation of associate responsibilities, reporting of print center metrics, and adherence to company policies, standard operating procedures, safety and security guidelines
- Customer Service – Ensure client satisfaction through optimal job quality and service
10
Responsibilities For Senior Service Delivery Manager to Nnit Resume
- Quality Assurance - Demonstrate commitment to quality assurance and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff
- Manage diversity: demonstrate commitment to company efforts to achieve a diverse workforce
- Quality management: demonstrate commitment and enthusiasm for quality to exceed client expectations
- Establish direction and goals: set achievable but demanding goals that are linked to the objectives of the client and Novitex
- Recognize and reward performance: reward employees for innovation, risk-taking, excellent performance and exceptional efforts to satisfy both internal and external customers
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