Service Delivery Coordinator Resume Sample
Trycia Schamberger
7228 Mueller Ville,
Detroit,
MI
+1 (555) 842 7406
Work Experience
Senior Associate Service Delivery Coordinator
05/2017
-
PRESENT
Phoenix, AZ
- Maintains records of account specific service problems and assists in prioritizing work requests. Identifies process changes or adjustments and escalates same
- Maintains records of expenditures to ensure compliance with approved budgets
- Very detail oriented, with excellent written, communication and interpersonal skills
- Expert proficiency in Microsoft Exchange/Outlook calendar is required
- Work in fast-paced environment with clients at multiple locations, other Project Managers, vendors, engineer and subcontractors
- Effectively uses Project Management tools to facilitate decision making and enhance communication
- Uses collaborative style of decision-making
- Certificate from CIFA (Canadian International Forwarder Association) or equivalent certification is highly valuable
IT Service Delivery Coordinator
01/2011
-
02/2017
Chicago, IL
- Certificate on international regulations knowledge is valuable
- Certified for hazardous/dangerous goods handling as a ocean freight forwarder is valuable
- The Service Delivery Coordinator has responsibility to support the implementation of the different profitability initiatives as well as coordinate deliverables & reporting internally and externally with the customer, account team and 3rd party providers
- Answer incoming calls in an ACD environment
- Handles incoming emails and chat requests
- Explain and/or demonstrate knowledge of all services, products and features formulating and providing a wide range of solutions and price quotes to customers
- Recommends and sells new and/or additional products and services
- Resolve billing disputes and negotiate adjustment of charges with customer
- Works directly with customers, sales team members, and other internal organizations as necessary to satisfy the customers’ needs
Program Service Delivery Coordinator With an Active TS
12/2003
-
09/2010
Philadelphia, PA
- Status customer and originator with any changes or updates
- Experience with / knowledge of general billing inquiry and dispute resolution
- Be first to respond on Incidents, to coordinate an effective response across services, including CIRT’s
- Monitor all incoming service requests. Partner with the respective Service Owners to prioritize the incoming work and participate in the resource planning as needed. Ensure tickets are worked timely and that the customers are communicated to appropriately
- Responsible for regular stakeholder engagement with site management and ensuring that periodic meetings with Business Contacts (Local Operational Meeting) are organized to receive and discuss feedback on delivered services with the aim and objective to identify improvements in services and processes
- Responsible to support ICT Coordinators in assisting and guiding Business Contacts to specify functional business needs such that GIS can translate these into an IT solution request
- Regularly analyzes and explains ICT service SLA reports and performance statistics such as ITSAT, change and problem reports to the Business Contacts
Education
National University - Redding Campus
1997 - 2002
Bachelor's Degree in Management
Professional Skills
- Ability of priority setting and planning skills
- Excellent interpersonal skills and problem solving aptitude
- Strong personal influence skills
- Strong Organizational skills, team player across multiple groups
- Strong communications skills; ability to influence and gain acceptance on plans, activities, etc
- Strong interpersonal and communication skills and a team player mindset
- High level of computer knowledge, specifically in MS Office applications. Strong Excel skills are definitely needed
How to write Service Delivery Coordinator Resume
Service Delivery Coordinator role is responsible for leadership, organizational, collaboration, organization, communications, influence, planning, shipping, security, printing.
To write great resume for service delivery coordinator job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Coordinator Resume
The section contact information is important in your service delivery coordinator 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 Coordinator Resume
The section work experience is an essential part of your service delivery coordinator 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 coordinator 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 coordinator position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Coordinator resume experience can include:
- Proven people management skills, team leadership
- Possess skills in leadership to facilitate team building, client relations, negotiation, decision making; problem solving and conflict management
- Solid operational experience in transportation and distribution industry, specifically international forwarding and preferably in NVOCC environment
- Demonstrated experience interacting with customers, both external and internal
- Exceptional interpersonal, organizational and communication skills (verbal and written)
- Effectively communicate to suppliers to ensure they are briefed and ready to deliver services at their assignments
Education on a Service Delivery Coordinator Resume
Make sure to make education a priority on your service delivery coordinator 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 coordinator 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 Coordinator Resume
When listing skills on your service delivery coordinator 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 coordinator skills:
- Evidence of strong collaborative behaviours and skills
- Experience in a Service Delivery function, including solid experience of dealing with Customers, typically gained over at least 3 years
- Excellent written skills to create internal employee communications for impacting issues within our IT environment or informational
- Excellent workflow and process enhancement skills
- Have demonstrated communication skills to interact at all levels within the ITSS organization and its affiliates
- Have proven leadership skills, with particular emphasis on collaboration between internal ITSS staff
List of Typical Experience For a Service Delivery Coordinator Resume
1
Experience For IT Service Delivery Coordinator Resume
- Effectively plans, coordinates, and schedules the daily activities of all Pro and Managed Services Engineers
- Experience at designing, implementing and managing service delivery processes and systems
- Review and develop efficient and effective processes to reduce labor intensive efforts and increase billing accuracy
- Experience with leading service management platforms e.g. ServiceNow and Remedy
- Experience at managing vendors / customers in a service deliver role
- Experience in leading local and shared IT Service Teams
- Experience working with Automotive Sector/Organizations and/or in Consultancy Business
- Provide technical support and coordinate cross-functional efforts to enable USSOCOM J63 priority functional requirements
2
Experience For PP Operations& Service Delivery Coordinator Resume
- Working with 3rd party vendors to order cross connects CFAs and risers
- Understanding of the Colocation and cross-connect environment (ability to draw all aspects of a standard colocation environment)
- Understanding of cross-connect intervals, as well as costs
- Managing local IT Infrastructure Service Teams and ensure people development
- Implementing new IT Services with local and global team
- Working collaboratively with Key Stakeholders
- Providing support for Public and Private Webinars
- Understanding of DevOps and ITIL principles as they apply to Service Operations
- Reviewing customer SLA/SLO agreements as well as contracted scope commitments. Escalating as appropriate when either the customer or Presidio is at risk
3
Experience For Program Service Delivery Coordinator With an Active TS Resume
- Coordinate the logistical tasks associated with the handling of CN Worldwide shipments including the processing of customer import and export shipment orders
- Monitor customer booking forecasts and plan shipment capacity in advance to ensure upcoming shipment volumes are protected
- Responsible for adequate and timely knowledge transfer and training of ICT Coordination staff
- Ensures that ICT Coordinators communicate site guidelines and policies to external suppliers visiting the site
- Supports the Regional Service Delivery Manager in ascertaining appropriate delivery of the GbS Technology Services Run & Maintain services in the region
- Attends Release Management meetings to ensure the team has the necessary information to support upcoming production changes
- Ensure rates are properly updated in billing system when rate changes occur
4
Experience For IAM Service Delivery Coordinator Resume
- Support the Service Delivery Manager on delivering the Service Strategy and vision of the organisation
- To maintain a sound knowledge and understanding of current methodologies, technologies, services and awareness of future trends within the market place
- Keep track of delivery signatures and reporting
- Provide administrative support to the Service Delivery Team, including data entry and manipulation of records on the bespoke in-house database systems
- 3: Carrier and Vendor Facing Activities
- Interface with ocean carriers, rail, truck, inland waterways, warehousing and the CN WorldWide team to ensure a smooth precision operation
- Sound knowledge of other related transportation modes, trucking
- Coordinates employee training as required
- Determine and document process with internal customers, while tracking adherence
5
Experience For Finance Service Delivery Coordinator Resume
- Manage Salesforce pipeline and reporting
- Coordinate internal planning calls to ensure all orders and customer projects stay on track
- Coordinates employee training
- Awareness of others’ roles, responsibilities and requirements in carrying out your work
- Serve as point of contact, coordinate and manage various IT service management processes and requests including but not limited to
- 1: Customer Facing Activities
6
Experience For Digital Service Delivery Coordinator Resume
- Broad-based financial understanding (install and churn ramifications, how to pull levers for both sides to impact financial metrics)
- Travel to client sites including international travel
- Understands ITIL framework, especially Incident, Problem, Change Management, Reporting and overall SLA Management
- Practical working knowledge of Service Management Principles
- Coordinate routine day-to-day orders for delivery of network services from order entry through billing
- Assist in coordinating with appropriate departments for follow-up activities
- Solve complex problems through logical reasoning, problem breakdown, and root cause analysis
7
Experience For Technical Service Delivery Coordinator Resume
- Knowledge of PC applications necessary including Outlook and basic PC knowledge
- Have computation/mathematical ability and reading comprehension
- Coordinate drivers and third party installers, as well as to track delivery signatures and reporting
- Knowledge of telecom products and services including Traditional Voice, Ethernet, and Private Line
- Knowledge of service troubleshooting
- Solve problems while working under pressure
- Interpret contracts using produce knowledge and product offerings ie UNE-P, UNE-C, QPP, CBR, Resale, etc
- Analyze incoming requests (sign-offs) and translate into what changes would need to be made in both COMA and CPS
- Willingness to perform repetitive tasks updating same data on different customers (Resale)
8
Experience For Service Delivery Coordinator, Ethernet Resume
- Detailed working knowledge of a very broad range of ICT systems
- Manage and administer the Canada “in-house” invoice scanning centre
- Request urgent payments, process wires on banking portal and fund USD account as required
- Responsible to track and monitor escalations raised by Business Contacts
- Accepts and handles complaints about GbS Technology Services Run & Maintain Services to GIS support groups, drives improvement actions, and discusses results with Business Contacts
- Responsible to ensure that ICT Coordinators deliver timely communication towards Business Contacts
- Responsible for functionally managing the ICT Coordination Service and the local component of GbS Technology Services Run & Maintain Services according to the SLA and meet and exceed expectations to ensure the delivery of services at a high quality to all sites within his/her region
- Handles ICT Coordination Service exceptions
9
Experience For Senior Associate Service Delivery Coordinator Resume
- Monitors and evaluates services to identify improvement opportunities in GbS Technology Services Run & Maintain services and processes and aligns with other support groups for the implementation of the improvement actions
- Ensures that ICT Coordination Services are delivered adhering to DSM GIS guidelines, standards, and policies
- Responsible for resource capacity planning and resource allocation of the ICT Coordination staff in his/her team
- Works as part of the global GbS Technology Services Run and Maintain incident team to support incident resolution
- Captures and translates new business requirements to improve and define new GbS Technology Services Run & Maintain services
- Defines, reviews and approves standards, procedures and work instructions for ICT Coordination staff
- Provides feedback for the periodic performance review of ICT Coordination staff
- Work directly with VP, ITSS to develop, publish and present service metrics (audience includes managers, VPs and LOB Presidents) weekly, monthly, and quarterly
- Track milestones and deliverables as they relate to support and aligned with the product/project team
10
Experience For Service Delivery Coordinator With English Resume
- Assist with Knowledge Management processes and drive high-quality KB/Runbook content across the Retail Store space
- Maintain and create documentation of team technical processes
- Assist/direct implementation of new products which relate to various corporate sales initiatives
- Communicate issues to executive management and work with other departments to ensure resolutions
- Serve as a backup for Forbearance contract related tasks, COMA updates, and other departmental functions as needed
- To enhance the expectations of internal/external customer experience by helping the Service Delivery Manager/function to managing the performance of service to clients as per agreed contract and to ensure that service levels are achieved
List of Typical Skills For a Service Delivery Coordinator Resume
1
Skills For IT Service Delivery Coordinator Resume
- Prior experience with IT service Management systems
- Problem resolution and escalation management skills
- Time management skills to facilitate client deliverables
- Demonstrated experience with Microsoft Word, Excel, AS 400
- Effectively address/resolve customer complaints and issues
- Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone)
- Experience in a professional organization or equivalent educational experience
- Relationship management, client facing, negotiation, team-building, and problem-solving; with experience in a presentation to senior levels of the organization
- Complete daily work/tasks assigned to your team based on quality of service, remaining SLA times, priority tasking, and first-in/first-out
2
Skills For PP Operations& Service Delivery Coordinator Resume
- Assist with other internal priorities, including team training and documentation
- Experience understanding network technologies
- Solid understanding of how delivery provides the management services
- We seek effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
- Experience of working with internal teams
- Deliver excellent assigning solutions that meet the quality objectives of the department at all times
- Experience in a customer facing IT support environment
- Basic PC knowledge, as well as experience using applications such as Microsoft Outlook
3
Skills For Program Service Delivery Coordinator With an Active TS Resume
- Experience with ticketing tools like Jira, Remedy, SM9, and ServiceNow
- Experience with IT ticketing systems analysis
- Multi task and prioritize job tasks while maintaining documentation
- Be a team player, optimistic, willing to learn and possess a strong work ethic
- Provide confirmation we are delivering a client experience that is consistent with our service culture
- Experience in managing a digital print production environment
4
Skills For IAM Service Delivery Coordinator Resume
- Experience in a customer facing, service delivery environment essential
- To manage and prioritise workloads, and understand the importance of delivery timelines whilst maintaining high standards of output
- Coordinate priority handling of customer shipments with dispatch and reservation teams
- Excellent customer service support with a ‘can-do’ attitude
- Challenges oneself to find new and innovative ways to enhance the customer experience
- Experience in a technology administrative/coordinator role
- BS in Computer Science, Information Technology, or related field or equivalent experience
- Excellent verbal and written business communications
5
Skills For Finance Service Delivery Coordinator Resume
- ITIL Foundation Certified or experience with ITIL
- Strong ability in the use of MS Office Products, particularly Word, Excel & PowerPoint
- Project delivery experience in a Service environment
- Experience with Windows systems and MS Office
- Certifications in related field i.e. ITIL or server are strongly desired
- Operations analytics experience required
6
Skills For Digital Service Delivery Coordinator Resume
- Extensive experience of Customer and supplier relationships, confidence and presence to deal with customers and suppliers
- Customer service experience (2 years or more)
- ITIL knowledge or experience - processes, processes, processes
- Supporting global Team in setting up and managing the IT Services and IT Service Catalog
- Supporting global Team in setting up and managing the IT Service Level Agreements
7
Skills For Technical Service Delivery Coordinator Resume
- Facilitating on boarding of new support team members
- Integrating ticketing systems under one roof
- Ensuring that interpreter costs are commercially viable for all projects
- Understanding technical products and service
- Exhibiting tact and diplomacy
8
Skills For Service Delivery Coordinator, Ethernet Resume
- Reviewing client SLA/SLO agreements as well as contracted scope commitments
- Escalating as appropriate when either the customer or Presidio is at risk
- Developing and maintain customized communication plans for each customer
- Provide technical consulting services conducting analysis, reviewing designs and plans for technical services, solutions and processes
- Confident interacting with people at all levels; foreseeing issues before they occur and resolving them with confidence
- Sound knowledge of other related transportation modes, trucking, ocean shipping, warehousing
- Develop internal process and task-based reporting and analysis for downstream stakeholders (Engineering, Planning, Interco, Other SD teams)
- Assist in maintaining and distributing training guides in partnership with the Retail Service Desk
- Clearly and accurately communicate with functional partners when investigating and clarifying application issues
9
Skills For Senior Associate Service Delivery Coordinator Resume
- Knowledge of general accounting & billing procedures
- Knowledge of residential product information, packaging, pricing and current offers
- Maximize resource utilization to minimize cost and avoid resource staffing shortages for all engineering practices
- Significant interaction with the Operational Planning function which drives automation, resource modelling and process continuous improvement
- A general understanding of Merck’s IAM services including people, processes and services
- Engage in the weekly sales forecasting process to understand and plan workload well in advance of orders being signed
- Ensure accuracy of work, and have an eye for detail in spotting mistakes and correcting errors
- Be focused on managing and/or forecasting railcars
10
Skills For Service Delivery Coordinator With English Resume
- Responsible for a wide array of reporting and tracking
- Represent the team for Operational Readiness tasks such as onboarding/offboarding of support processes and products
- Assist in implementing billing conversion data upon acquisitions and/or mergers
- Is curious to learn new things and ways of doing the job
- Delights in sharing best practices with others
- Acts as a trusted advisor to customers by offering products and services that truly meet their identified needs
List of Typical Responsibilities For a Service Delivery Coordinator Resume
1
Responsibilities For IT Service Delivery Coordinator Resume
- Track transmission ready programme and promo files/tapes through delivery workflows and work with LOB’s, Production Services and transmission platforms to ensure content is available for transmission with agreed timelines
- Have demonstrated communication skills to interact at all levels within the IT Shared Services organization and its affiliates
- Have proven leadership skills, with particular emphasis on collaboration between internal IT Shared Services staff
- Work effectively under pressure and handle a number of projects together
- Experience in providing administrative support in an operations environment
- Be first to respond on Incidents and coordinate an effective response across services, including CIRT’s
2
Responsibilities For PP Operations& Service Delivery Coordinator Resume
- Technical aptitude and experience in the services supported is desired
- Organisation and prioritisation under pressure
- Delivery experience as Project Manager
- Experience in IT Infrastructures, Client Server & SAP Basis Know-How, especially in large organizations
- Strong customer focus competence
- Professional experience (internship, etc.)
- Experience in print sales or price estimation. Familiar with document “production” techniques
- Operate as ONE team
3
Responsibilities For Program Service Delivery Coordinator With an Active TS Resume
- Assisting in the coordination and delivery of events, training, workshops, webinars and seminars
- Providing operational support for delivery of Product related professional development
- Attained or working towards relevant qualifications (BIFM/ IOSH/ NEBOSH/ Food Hygiene standards) desirable
- Assist management with gathering of information for Failure after Installs, Service Improvement Plans, Root Cause Analysis and other customer documentation
- Be aware of all work (Incidents and Requests) in the pipeline, including up to the minute status of items
- Be equally adept at people, business, big picture technology understanding and management
4
Responsibilities For IAM Service Delivery Coordinator Resume
- The position requires extensive knowledge in the reporting/analytics behind incidents, problems, and changes
- Provide assistance to the strategic lead and direction in service management provision so to support business running, growth and transformation activities
- Work while seated for prolonged periods of time, taking back-to-back calls
- Analyze the ticketing system for issues with proprietary databases, software, and systems
- Assists in the development and execution of organized and centralized resource coordination; based on strategic planning, preparation, and execution
- Identify and escalate exceptions that are not easily resolved with the goal of avoiding customer order delays
5
Responsibilities For Finance Service Delivery Coordinator Resume
- Proactively identify opportunities for processing and/or procedural improvements
- Handle incoming calls from customers and suppliers, where appropriate
- Process incoming bookings and/or enquiries from suppliers and customers, where appropriate
- Resolves billing disputes and negotiate adjustment of charges with customer
- Issues changes to billing records or services and follows up on transactions
- Demonstrable computer literacy essential, particularly Microsoft Excel
6
Responsibilities For Digital Service Delivery Coordinator Resume
- Collaborative and flexible approach
- Self motivated and driven to exceed expectations
- Maintain necessary documentation of process’ on customers contracts
- Responsible for the environmentally friendly disposal of all consumables and equipment
- The Service Delivery Coordinator is responsible for coordinating the steady state service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction
- Monitor and analyze incoming requests to better understand the customer’s business & technical needs, prioritizing dates, scheduling, assigning/re-assigning as appropriate
- Recommends policy, governance, processes, procedures and operational requirements for the baselining and sustainment of USSOCOM’s IT environment
- Monitors and reports on daily enterprise operations within the SDC’s specialization. Coordinates with government IT service owners and contractor leads to collect data and report on metrics, performance indicators, and SLAs that show the effectiveness of service delivery in the operational environment
7
Responsibilities For Technical Service Delivery Coordinator Resume
- Monitors and reports on daily enterprise operations within the SDC’s specialization. Coordinates with government IT service owners and contractor leads to collect data and report on metrics, performance indicators, and Service Level Agreements (SLAs) that show the effectiveness of service delivery in the operational environment
- Work alongside Sky’s change and operational readiness teams to ensure change is landed effectively in the operation
- Provide clear direction, coordination and distribution of the in-house courier’s daily delivery route
- Collaborate with the Furniture Installation Supervisor in the pursuit of operational and customer service excellence
- Coordinate drivers and third party installers
- Works directly with end-user customers, sales team members, and other internal organizations as necessary to satisfy the customers’ needs
- Drive adoption of identity access governance controls through working with business and technical stakeholders to ensure Merck’s applications have proper controls in place for managing privilege accounts, access reviews and access registration processes
- Possess previous FMCG technology and/or eCommerce experience in a service delivery role is essential
8
Responsibilities For Service Delivery Coordinator, Ethernet Resume
- Wine industry experience in DTC highly desirable
- Proactively manage the communications for all order management activities internally and externally
- Manage all client orders from when they are received in the customers ServiceNow system through completion
- Work in customer’s ServiceNow system to ensure all orders are captured & updates as required
- Track throughout the order entry and delivery process until revenue is fully realized, and keep customers and internal stakeholders updated on a regular basis. Work with technical/pricing expertise, Sales and/or the Customer to correct any incomplete/inaccurate orders
- Once client orders are clean, create orders via Smart Form submitted to Verizon Order Entry
- Take ownership of resolving any rejected orders by working with the appropriate expertise across the International organization and/or the customer. Take change orders (including moves, adds and deletes) directly from customer
- Work closely with Project Managers that are assigned to deals to ensure that all activations are organized and prioritized in line with customer expectations
- Attend meetings with the account team and customers to maintain strong business relationships and clear lines of communication
9
Responsibilities For Senior Associate Service Delivery Coordinator Resume
- Work closely with Change Managers to ensure that all scheduled MACD are approved by the customers CAB process
- Perform SDC function for small to medium size clients customers within the region
- Communicate and liaise with different departments to complete tasks, if needed
- Willingness to work flexible hours, and as part of a team, hands on approach
- Dependability, reliability and consistent ability to produce high quality/quantity of work
10
Responsibilities For Service Delivery Coordinator With English Resume
- Systematic approach to work
- Proficient in Microsoft Office Excel, and able to adapt to in-house database systems
- Provide clear direction, coordination and distribution of the in-house drivers daily delivery route
- Resolve customer issues such as, pick up’s, deliveries, monitoring and maintaining urgent logs, shortage logs and damages report throughout the day; call on customers as needed
- Coordinate shipment management services, including verification of shipment status, following up on delays and potential impacts to delivery appointments, evaluating shipment dwell at customer locations against specified allowances, following up with customer on detention as required
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