Service Delivery Resume Sample
Laurence Pfeffer
7984 Wilderman Shore,
Los Angeles,
CA
+1 (555) 813 9967
Work Experience
Service Delivery Executive
01/2016
-
PRESENT
New York, NY
- To manage the outsourced relationship with the service provider
- To manage the client who have given the business to Customer Operations
- Measures existing functions to industry standards and identifies where best of breed / best practice opportunities exist
- Improves client / vendor relations by aligning both to industry best practices
- Provides oversight of and be an escalation point for critical business processing issues
- Works with key constituents to identify key risk themes and productivity opportunities
- Actively participates, and in some cases, leads client / vendor status updates
- Provides quarterly executive updates on status of the relationship
Service Delivery
09/2010
-
07/2015
Philadelphia, PA
- Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business
- Build high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure
- Ensure alignment with cross-functional teams across business lines that support and help execute better business
- Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, HC, hiring, etc.)
- Capable to work under pressure and to handle high volume smoothly
- Provides leadership by projecting a positive attitude
- Innovative and logical
- Excellent co-ordination and Inter-personal effectiveness
Administrative Assistant Direct To Consumers Service Delivery
01/2005
-
06/2010
Philadelphia, PA
- Executes upon strategic directives of business unit
- Identifies and monitors service improvements to increase customer satisfaction. Supervises and ensures delivery of projects meet client and company expectations and needs
- Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers, and terminations to manager
- Manage business operations, including the development and execution of the overall business strategy
- Strong understanding of offshoring and global teams. Some experience in selling or managing
- Contribute strategically to the growth and direction of client’s products and services across different regions
- Establish strong relationships with clients. Meet and exceed business growth and customer service excellence targets
- Drive operational improvements for business vertical(s), including optimizing resource allocation across teams, measuring progress against business goals
- Participate in and help steer global initiatives as appropriate and ensure that global initiatives are rolled out properly to your vertical/sector
Education
Neumont University
2001 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Excellent interpersonal and communication skills including verbal, written and presentation skills
- Technical skills (Customs Regulations and Procedures, Livingston Processes and Procedures, Livingston systems, Industry knowledge and experience, PC skills)
- Results driven, strong leadership skills to lead and influence without direct authority and proven ability to operate independently
- Strong analytical skills - experience researching, gathering, organizing, and analyzing large amounts of data
- Good relational skills with a focus on rapport-building, listening, and questioning skills
- Experience in successful leadership or supervisory role, demonstrating excellent organizational and task leadership skills
- Excellent troubleshooting skills with proven track record of successful incident management
How to write Service Delivery Resume
Service Delivery role is responsible for customer, leadership, interpersonal, analytical, business, organizational, development, technology, presentation, coaching.
To write great resume for service delivery job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Resume
The section contact information is important in your service delivery 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 Service Delivery Resume
The section work experience is an essential part of your service delivery 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 service delivery responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service delivery position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery resume experience can include:
- Good time management and organization skills necessary to prioritize and manage multiple assignments and priorities
- Effectively transfer or teach skills to close skill gaps
- Solid customer issue resolution ability and strong quantitative analysis skills are desired
- Demonstrated effective problem solving and analyzing skills
- Demonstrated effective communication skills (verbal and written)
- Demonstrated effective conflict management skills
Education on a Service Delivery Resume
Make sure to make education a priority on your service delivery resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service delivery 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 Service Delivery Resume
When listing skills on your service delivery 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 service delivery skills:
- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
- Utilizing effective problem solving skills and the ability to prioritize, communicate and handle multiple tasks/
- Proven facilitation, organizational, prioritization, decision-making, and conflict resolution skills
- Making the development of individuals and team within their area a key priority by focusing on developing great management skills
- Additional Key Competencies include Problem-Solving and Creating a trusting environment, and solid communications skills
- Strong communication (listening, oral, written), analytical, collaboration, multi-tasking and problem solving skills
List of Typical Experience For a Service Delivery Resume
1
Experience For Service Delivery Executive Resume
- Excellent communications and stakeholder management. Strong influencing skills
- Strong PC skills including word processing and spreadsheets
- Experience effectively assisting in a lead role responsible for coaching, error analysis, and analytics/metrics in a fast-paced and deadline driven environment
- Leadership- Strong communication and leadership skills, while acting as a role model and coaching team members in USPI core values
- Strong computer skills to include Windows, Microsoft Office, Pass, Clarify and Internet Explorer
- Demonstrate sound decision-making and conflict resolution skills in working with clients and direct reports
- Good communication and stakeholder management skills applied in complex environments (e.g. matrix/divisional organizations)
- Strong communication, leadership, client service and persuasive skills
2
Experience For Head of Service Delivery Resume
- Excellent stakeholder management and relationships building skills
- Strong Communication, Management and Presentation skills
- Good Communication skills (verbal and written) and ability to sustain pressure
- Team player with strong organization skills and ability to make decisions and exercise sound judgment under pressure
- Self motivator with excellent organizational skills
- Excellent customer service / conflict resolution / follow-up skills required
- Strong Executive-level communication skills, both written and verbal
- Good analytical and interpersonal skills,
- Experience in writing SQL queries and SQL reports including experience tuning queries to reduce the processing impact
3
Experience For Senior Analyst, Service Delivery Resume
- Style that allows one to remain calm in emotionally-charged situations, while managing simultaneous and conflicting priorities in an effective manner
- Demonstrated experience in leading teams within an SLA environment
- Demonstrated experience working with Microsoft Desktop products (Windows 7/10)
- Demonstrated experience working with Microsoft Administration tools (Active Directory/Remote Desktop)
- Employee development – attend training, lectures, classes to develop personal skills
4
Experience For Service Delivery Associate Resume
- Four to six years’ experience in the required technologies or related experience and training
- Leadership skills, including the ability to identify key business drivers and to lead and influence others
- Superior client relationship skills and ability to focus on multiple client needs simultaneously
- Overall 10 - 15 years of experience in IT. At least 7+ years of experience in IT application development, operation/support
- Work effectively with large employee groups and build partnerships at all levels of the organization
- Experience in IT function, 1+ years experience with specific ETL platforms (e.g. IBM Datastage)
- Mid-level database support skills (Teradata, Hadoop, Oracle SQL Server, Etc)
5
Experience For Service Delivery Technician Resume
- Work independently and manage own time effectively
- To ensure that all issues/problems and are processed quickly and effectively
- 1st Tier Cisco skills to perform basic diagnostics desirable
- Demonstrated experience with Telecom Expense Management
- Communicate effectively with internal and external customers and service providers to expedite warranty repair work
- Solid experience in a Senior IT Operations management role
- Strong vendor management experience, commercially astute
6
Experience For Service Delivery Administrator Resume
- Intermediate level financial, analytical and Microsoft Office (Excel & PowerPoint) skills
- Prior experience in a customer service and/or client relations role, ideally in the financial industry
- Able to interact effectively with departments at all levels
- Experience in bank branches, or 5-7 years of experience in related work in financial services
- Exceptional oral and written communication skills are required in order to summarize and clearly articulate the salient features of each report
7
Experience For Service Delivery Center Resume
- Well defined interpersonal skills with ability to positively interact with company personnel, as well as external contacts
- Above average leadership skills to motivate and direct a large workforce
- Experience of demonstrated product knowledge in telephony, cable and/or fiber
- Experience in project management with 3+ years of experience in large fiber project management (20+ locations)
- Strong experience in the delivery of complex program management, cross-functional business/capability development and change initiatives
- Oversee team operations to effectively monitor, manage, and measure workflow and staff development
- Adhere to a service delivery excellence mindset for excellent end user experiences
8
Experience For Team Lead, Service Delivery Resume
- Strong experience with Azure cloud services
- Superior communication skills and the ability to communicate at all levels
- >= 7years of experience in IT application development & validation, project management and process design; & preferably 4-5 years of exposure to business area
- Windows Server/ IIS/ VMWARE knowledge gained from experience in a prior job
- Analytical Skills: Yes
- Strong PEOPLE SKILL !
- Managing Developers to ensure that Accenture standards are being trained/retrained and followed. Feeding into the skill matrix to identify training needs
9
Experience For Service Delivery Consult Resume
- Understanding of Operations Business Strategy Experience Training and Performance Support and or in Learning Delivery Instruction
- Commiting to teamwork as demonstrated in professional, classroom or networking environments
- Producing of effective written and verbal communications, especially when interacting with internal and external clients at various levels
- Managing developers in ways that improve performance, productivity, efficiency and profitability through the implementation of effective methods and strategies
- Maintaining strong relationships with stakeholders
- Experience extracting, analyzing and massaging data with focus on assessing root cause of data issues
10
Experience For Analyst, IM Service Delivery Resume
- Experience leading solution-selling professional services alongside enterprise account executives during software/subscription and services sales cycles
- Proven record managing, developing and leading teams
- Experience managing and supervising a technical staff of at least 100 employees across multiple locations
- Call monitoring - coaching and feedback culture to ensure delivery of defined customer experience in every interaction
- Participate in triad coaching sessions, to evaluate training effectiveness to ensure achievement of desired results
- Operate all mailing machines inserter within the SDC, using full Automated document integrity
- Have a flair for and experience with presenting and creating presentations
- Experience of working with customers (small, medium and large) operating in diverse sectors
List of Typical Skills For a Service Delivery Resume
1
Skills For Service Delivery Executive Resume
- Demonstrate good interpersonal skills by displaying an understanding of the needs and perspectives of others
- Strong fundamental accounting technical skills including IFRS and GAAP financial statements
- Good financial skills in terms of managing a budget and working closely with the finance team to report on technology spend
- Strong problem solving skills (technical and organizational)
- Good communication skills at all levels of the organisation – clear and articulate
- Strong leadership and managerial skills and competencies; ability to motivate, inspire and empower in all circumstances
- Strong written and oral executive-level communications skills
2
Skills For Head of Service Delivery Resume
- Be extremely organised and well-presented with excellent all-round communication skills
- Excellent interpersonal skills and ability to interact with all levels of staff
- Strong customer service skills, ability to meet deadlines and work independently
- Solid ‘Business’ analysis skills
- Excellent skills in Oracle SQL, PL/SQL, Java, Cloud Technologies
- Excellent communication skills (both verbal & written) and interpersonal abilities
- Excellent project management, organizations, analytical and problem-solving skills
3
Skills For Senior Analyst, Service Delivery Resume
- Good problem solving, organizational, and analytical skills are also required, with the leadership ability to gain buy in or acceptance in regards to change
- Keenly aware of deadlines and with skills necessary to pivot priorities to remain on track
- Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders
- Strong Microsoft Word, PowerPoint, Excel, and SharePoint skills required
- Good stakeholder-management skills to interface with circle business heads
4
Skills For Service Delivery Associate Resume
- Effective communication and inter-personal skills
- Your background demonstrates exceptional operations and service delivery skills with both onshore and offshore team members
- Good communication skills that enable the individual to create alignment around objectives and excitement and consensus for the goals of the organization
- Organize and prioritize effectively and handle multiple tasks and projects across a large geographic area and in a fast paced environment
- MS Excel experience with demonstrated experience in macros, VBA, complex formulas (expert level required)
- Work cooperatively and effectively with others groups to set goals, resolve problem, and make decisions that enhance organizational effectiveness
- Demonstrated ability to effectively plan and organize work
5
Skills For Service Delivery Technician Resume
- Good Linux/Unix skills
- Business aware; understands business objectives and priorities and is able to communicate them effectively
- Developed specialized skills or multi-skilled through job-related training
- Excellent relationship-building and collaboration skills
- Understanding of accounting principles obtained through prior work experience, as applicable
6
Skills For Service Delivery Administrator Resume
- Planning and documentation skills
- Adhering to a service delivery excellence mindset for excellent end user experiences
- Proven management experience in leading large teams and managing by influence
- Strong knowledge and experience of leading re-engineering and process changes
- Shift management capability and able to manage varying skills of employees
- Individual and team facilitation skills, including conflict resolution
- Prior work experience supporting Managed Service and/or other outcome based contracts
7
Skills For Service Delivery Center Resume
- Sales experience or experience coaching to sales quotas
- Proven track record in delivering services within agreed contract SLAs/KPIs in an efficient and cost effective manner
- Experience with strong understanding of procurement tools & source to pay processes
- Demonstrated experience in managing change and communication adoption focused on support of client initiatives
- Add for Europe only: Proven experience in the custodial banking or mutual fund industry
- Prior mentoring/team leader experience
- Advanced analytical skills and making decisions based on analysis and research of complex data
8
Skills For Team Lead, Service Delivery Resume
- Able to manage projects, including the creation and utilization of a project plan, and ability to effectively gather and document business requirements
- Accurate 10-key typing skills – 7000+
- Experience in implementing project or programme practice to meet Organization effectiveness and Business requirements
- Demonstrated multi-tasking capability and proven success in fast paced
- Tailored Leadership Program to take your managerial skills to the next level
9
Skills For Service Delivery Consult Resume
- Communicates clearly, effectively and professionally (written and verbal)
- Intermediate skills in Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Documentation skills for recording processes, incident resolution, & customer direction
- Demonstrated experience with Packet Core/EPC portfolio and Understanding of Core Network evolution aspects
- Financial Management - Manage budget effectively with achievement of prescribed departmental efficiencies
- Direct experience with Subscription management, Data consolidation, Policy management and Data exposure domains is an important asset
10
Skills For Analyst, IM Service Delivery Resume
- Effectively communicate with all levels of the organisation
- Work effectively cross organizationally and cross culturally
- Proven experience of managing, troubleshooting and monitoring 24/7 Production database
- Advanced analytical, problem solving and strategic thinking skills
- Demonstrated strong ability to influence others and create buy-in
- Awareness of data analytical skills
- Client management skills; desire to be in a service business focused on the client’s needs
- Strong understanding of Revenue Cycle Operations within an ASC setting and/or demonstrated, relevant knowledge
- Organizational, communication, negotiation and influencing skills
List of Typical Responsibilities For a Service Delivery Resume
1
Responsibilities For Service Delivery Executive Resume
- Executing Service Delivery function Reviews to assess and evaluate compliance to Firmwide technology policies and standards via available frameworks & structures. (Assist ARC TSM’s in determining potential Service Delivery issues and recommending appropriate improvements & mitigating controls)
- Demonstrated experience in designing services offerings within existing customers and strong customer relationship management expertise
- Effectively support the TSM’s in maintaining a strong GTI Service Delivery control environment
- Support and coach existing and new team members to cultivate solid system and process skills
- A good understanding of how to manage information security operational controls and experience of responding to information security incidents
- Strong business acumen, with a proven record of driving positive change and achieving business goals
- Tertiary qualifications in IT combined with demonstrated experience working within a large service desk environment
- Manipulate and analyze large amounts of data using intermediate excel skills to help make fact-based decisions and put together executive-ready presentations
- Provide training, and guidance for day to day service delivery ; assist staff’s ability to effectively interface with corporate clients on a daily basis
2
Responsibilities For Head of Service Delivery Resume
- Manage financial budget to ensure allocation of financial resources to effectively carry out responsibilities
- Support SOX validations and audit activities, ensure pre/post-production validations are completed and tickets are closed on-time
- A team player who can work effectively in a fast-paced team environment as well as independently
- Proven On-site service support knowledge and experience
- Good interpersonal skill and service attitude
- Demonstrable skills with ability to deliver high levels of customer service
- Excellent knowledge of and experience with one or more of
3
Responsibilities For Senior Analyst, Service Delivery Resume
- Experience of customer experience and passion for service excellence
- Building good understanding of clients business process
- Mentoring team members to develop into strong contributors and team players
- Proven success in developing and adhering to operational excellence principles
- Related experience focused in supply chain management of a high technology company while supporting a demanding, multi-cultural team
- Experience in managing non-material cost elements of COG’s and driving cost reduction and efficiencies
- Clearly demonstrates positive behaviour and attitude which contributes towards achieving and supporting the departmental, company and operational objectives
- Two (2) years of in-depth experience working with personal computers, networks and data communication trouble shooting required
4
Responsibilities For Service Delivery Associate Resume
- TCS rostering and staffing experience
- Recent experience in coaching and leading employees to meet the needs of internal and external customers
- Overall understanding of, and experience with, the provisioning and inventory systems used to support local and national Network deployments
- Handle multiple demands with competing and changing priorities
- Experience managing multiple teams and coordinating multiple client stakeholders
5
Responsibilities For Service Delivery Technician Resume
- Experience supporting Java/Web Applications running on Web Application Servers (Jboss, Weblogic, WebSphere) is an added advantage
- Excellent at building and developing relationships at all levels
- Experience of working in a customer-facing role i.e. comfortable in front-office engagement & communication as well as back office support activities
- Proven success in project management roles, to include developing and implementing business initiatives
- Experience managing and leading people
- Experience training adult learners in a classroom setting
- Experienced in influencing at senior level up to and including Board level
- Experience partnering at a senior level with the Project Management, Business analysis and Architecture functions within a major customer facing organisation
- Good understanding of the Operating systems (Windows and Linux)
6
Responsibilities For Service Delivery Administrator Resume
- Inspire by communicating complex concepts in a simple, business value context with proven white boarding capabilities
- Excellent knowledge of strategic planning, budgeting and performance measurement requirements and cycles
- Experience of managing Customers in a diverse international market
- Solid understanding of IT policies, standards and procedures
- Experience using Yardi or MRI for the below
7
Responsibilities For Service Delivery Center Resume
- Proven track record of managing a collection of $50K to $2M projects for a portfolio size of $8M
- Conduct sit-ins and remote monitoring to identify skill gaps
- Experience managing operations across multiple countries basis with multiple providers
- Strong knowledge of technology infrastructure and services, including Information Security
- Experience of working within a federated organization (multiple divisions / business models) is an advantage
- Strong knowledge of leading Cloud services (SaaS, IaaS and PaaS)
- Strong understanding of tools used by managed service providers
- Experience working in Equity Compensation, whether as a Corporate client or in a vendor service organization
8
Responsibilities For Team Lead, Service Delivery Resume
- Strong problem-solving and analytical orientation with the ability to identify root cause of issues, develop recommendations and influence others
- We seek substantial relevant experience, including data centre and network operations, storage, telecommunications and 24x7 operations
- Previous experience in leading outsourced technology from a process, governance, contractual, and financial perspective
- Your have previous experience leading matrixed led teams distributed globally
- Strong process management/process improvement background using ITIL, Cobit, Six Sigma or another industry-accepted process framework
- Basic Troubleshooting and excel experience
- Proven ability to work in a dynamic environment with ever changing requirements and ability to adapt quickly to those changes
9
Responsibilities For Service Delivery Consult Resume
- Demonstrates professional behavior in dealing with sales team, team members and customers (internal/external)
- Experience working in a represented work environment
- Experience with escalation management and managing projects to established SLAs
- Solid understanding of diverse business processes, functions (e.g. HR, IT, finance) & strategy development
- Strong knowledge of Identity and access management technologies and related tools, including Active Directory, SiteMinder, PingFederate
10
Responsibilities For Analyst, IM Service Delivery Resume
- Hands-on experience in Identity / Role Provisioning and Identity Governance such as MIM, Sail Point etc
- Experience managing asset and/or configuration data across a technology infrastructure environment
- Experience working in the North America market
- Knowledge understanding of Operational Excellence Experience in online Media
- Knowledge and experience in MS Office including Excel, Word, Access and Powerpoint
- Previous experience of working in a payment card acquisition related services role preferable but not essential
- Experience managing multiple internal or client relationships
- Experience working on implementation projects
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