Service Delivery Lead Resume Sample
Robyn Lockman
693 Quinton Camp,
Dallas,
TX
+1 (555) 993 7232
Work Experience
Service Delivery Lead
04/2017
-
PRESENT
Dallas, TX
- Work closely with IT Infrastructure and Support teams to facilitate Moves, Additions/New Orders,
- Service delivery experience complex business environment
- Hands-on technical experience with Windows Desktop OS
- Experience with Content Areas: Active Directory Administration, Windows 7, MS Office, TCP/IP Networking
- Call center background, leadership and overall knowledge of operational functions within a service / contact center environment
- Client facing role – able to interact, present daily call metrics and handle escalations
- Knowledge of and expertise in workforce management that leads to staffing recommendations based on call volume analytics
- Investigate and report all breaches of SLA’s / OLA’s and Service Management Processes and manage the proposal and implementation of solutions to prevent future occurrences
IT Service Delivery Lead
02/2011
-
01/2017
Houston, TX
- Form strong relationships with internal & external stakeholders, exercise team building, and have a good understanding of Customer Requirements and business drivers
- Actively participate and manage the service delivery meetings with IT teams and internal or external stakeholders
- Prepare daily and monthly reports to support service levels and be able to speak to the data in the report
- Experience using the Service Now platform
- Detailed working knowledge of a very broad range of IT systems - Desktop Support, Field Technicians, and
- Work as part of a globally distributed team using multiple communications methods to facilitate collaboration
- Professional, team oriented, and customer focused
IT Service Delivery Lead Lmdw
11/2005
-
10/2010
Boston, MA
- Be involved at project inception to understand what is being delivered and input into the BAU / Maintenance resource requirements and costs
- Be responsible for ensuring service continuity; work with Service Level Managers to define SLA and support requirements
- Understand the entire platform and application landscape in order to be able to proactively identify the impact of change to existing services
- Use your experience with across multiple system platforms to drive key innovation decisions
- Support ongoing prioritization, shaping & delivery of customer and agent interface solutions, supporting the transition from tactical to loyalty based support and the overall improvement in TCE
- Lead program delivery, enhancing the experience of HP’s largest Enterprise and Public Sector customers
- Assist business leadership in identifying opportunities to leverage solutions for PPS growth; both consumer and commercial
- Support tactical alignment of Assisted domain solution roadmap
- Conduct & drive internal service improvement reviews. Driving automation and process improvments
Education
Clark University
2000 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Proven external partner negotiation skills
- Proven leadership skills from a previous role
- Outstanding written and verbal communication skills (technical and non-technical communication) in all forms (oral / written / verbal)
- Proven experience managing/leveraging outsourced solutions/providers is required
- Have data warehousing experience and ETL experience
- Excellent understanding of, and proven track record with ITIL
- Proven team manager with a track record of team development and driving strong performance
How to write Service Delivery Lead Resume
Service Delivery Lead role is responsible for travel, reporting, security, automation, leadership, architecture, database, java, inventory, procurement.
To write great resume for service delivery lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Lead Resume
The section contact information is important in your service delivery lead 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 Lead Resume
The section work experience is an essential part of your service delivery lead 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 lead 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 lead position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Lead resume experience can include:
- Possess good time management and interpersonal skills
- Proven ability to work effectively and collaboratively in a complex matrix organization
- Strong process management and improvement skills
- Excellent communication skills in English and with various cultures
- Good written and oral communication skills; ability to discuss technical issues with all levels of personnel globally
- Excellent leadership and organizational skills. Consistent demonstration of professional judgment
Education on a Service Delivery Lead Resume
Make sure to make education a priority on your service delivery lead 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 lead 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 Lead Resume
When listing skills on your service delivery lead 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 lead skills:
- Experience in working with and within large site, multi-location teams, with good people skills, active listening and network building
- Strong and proven analytical and business problem solving skills
- Proven ability to effectively prioritise work of self and others in a busy and fast-changing multi-faceted role
- Self-driven, highly motivated, familiar working effectively in a fast-paced, extremely dynamic environment, and experience working independently across teams
- Strong technical, financial and business communication skills, orally and in writing, and able to take the initiative to resolve problems
- Evidence of sound relationship-building skills; internally and externally; colleagues, and clients
List of Typical Experience For a Service Delivery Lead Resume
1
Experience For IT Service Delivery Lead Resume
- Very good interpersonal skills and flexibility
- Communicate effectively both verbally and in writing with staff at levels including and up to senior leadership
- Excellent client facing and interpersonal communication and relationship building experience
- Liaise with clients and planners to ensure Service Delivery is managed and delivered effectively And that clients use SWIFT for reporting purposes
- Skillset based in IT Operations - Service Management
- Demonstrable track record of stakeholder management skills & change expertise
- Experience in Information Systems within the consumer packaged goods or Information Systems services industry
2
Experience For IT Service Delivery Lead Dar Es Salaam Resume
- Operate under pressure with demanding users as well as with conflicting priorities
- Hands-on SQL/Oracle skills – primarily for review of SQL used in the extraction of MRP data into the BI platform
- Experience with ETL concepts – knowledge/experience with Talend is desirable
- Good level of experience in Microsoft Office Software packages
- Having Telecom Billing experience
- Experience of working in large IT environments where Cloud/SaaS applications are running catering to global customers
3
Experience For IT Service Delivery Lead Lmdw Resume
- Experience working with and understanding servers
- Strategy planning experience including finance and/or business related
- Experience of implementing consumer style working practises with an Enterprise environment
- Experience managing SAP applications including support & maintenance
- Experienced managing a team providing Depot Services
- Proven track record of developing applications using Visual Studio (preferably 2010)
- Experience in implementing a software as a service solution is highly desirable
4
Experience For Digital Marketing Service Delivery Lead-manager Resume
- Experience with Root Cause Analysis (RCA) and Problem solving
- Experience in Process Improvement and Re-engineering
- Added advantage with working experience and business knowledge of credit bureau
- Self-motivated, strong in building relationships and able to communicate at all levels
- Experienced in the areas of business process review, business process improvement and re-engineering concepts and practices is required
- Experience managing Contact Center operations (mandatory)
- Demonstrated critical thinking ability and goal driven focus
- To set and manage performance scorecards by ensuring smooth operations and efficient/effective delivery of customer service level commitments
- Experience in Project and Operations management
5
Experience For Service Delivery Lead Domain Architecture Resume
- Prioritize enhancements, service and support initiatives for the service providers in the Legal or Ethics and Compliance area
- Strong orientation to Customer Satisfaction
- Strong functional knowledge of core protocols such as TCP/IP, SSH, SMTP, LDAP, NFS and DNS
- Ensure that policies and processes are in place to deliver consistent, efficient, and effective services
- Apply experience and ideas to help automate end-to-end environment build process
- Help formulate validation tools/techniques to ensure build quality and arrest deviations at very early stages
- Experience and exposure to 24x7 Cloud Operations is an added advantage
6
Experience For SAP Service Delivery Lead Resume
- Experience within the IT industry either through work or placements
- Previous experience in an investment bank IT team
- Influence service provider’s products, services, and technologies used to maintain an effective analytics environment
- Ensure effective client engagement in the in the UK South Region, primarily in Sunbury with segment IT&S contacts on behalf of I&IS
- Take decisions on the solution alternatives in line with Business priorities and strategies and close collaboration with architecture and delivery teams
- Demonstrated ability to develop requirements that translate into technical design
- Demonstrated ability to triage issues and escalate appropriately
- Experience supervising or leading teams or projects
- Experience utilizing IT service planning
7
Experience For IT Service & Delivery Lead Resume
- Professional experience including 5+ years management consulting
- Experience supervising a team and managing a team’s outputs
- Innovative approach; seeking simple, ‘best fit’ solutions to challenges with a good understanding of the wider LS context
- Strong work ethic, interpersonal and team-building orientations
- Experience with Microsoft Office Suite including Project & Visio
- Financial budgeting experience
- Experience managing technical/support teams in a related subject area to that of the TOR
- Experience performing in medium to large scale operations of IT Service Management
- Experience utilizing service delivery in a Government systems and services environment
8
Experience For OC Service Delivery Lead Resume
- Experience utilizing Agile development, DevOps, and knowledge management
- Two to three years’ supervisory or leadership experience is typically required
- Management or IT lead experience
- Some experience in project management or in like roles/businesses
- High level of motivation and be able to demonstrate initiative
- Evidence of ability to influence stakeholders, colleagues and managers outside of line management chain
9
Experience For IT Operations Service Delivery Lead-it Operations Resume
- Improving client and customer relationships working with Client Account and Account Management Team leadership
- Supporting the development of work breakdown structures and the project and resourcing plans to deliver projects to time, quality and cost
- Partnering with the SAE, develops customer relationship and understanding of customer’s business
- Working knowledge of Manufacturing and Research applications
- Ensuring achievement and regular reviews of process outcomes [(3X3) metrics ,Key Performance Indicators(KPIs),Service Level Agreements(SLA)]
- Cultivating Member relationship and optimize potential solutions
- Cleansing asset database to inactivate relevant assets. Weekly MI check
10
Experience For SAP Operations Service Delivery Lead Resume
- Offering Insight - Proficient
- Operating Level Agreement - Advanced
- Liaising with local client on operational decisions, actions and results
- Driving the operational results (SLAs and KPIs)
- Driving the team (Operations Manager, Team Leaders and Advisors) to deliver a service of excellence
- Having knowledge of Software Development Life Cycle
- Proactively managing stakeholder needs and concerns, including timely communications updates concerning the portfolio and on likely periods of disruption
- Lead the site aspects of archiving and decommissioning activities for systems that have reached the end of their lifecycle
- Manage the client relationship though onboarding, initiation, and ongoing operational support
List of Typical Skills For a Service Delivery Lead Resume
1
Skills For IT Service Delivery Lead Resume
- Excellent working knowledge of marketing strategies ( using SMS and Email)
- Experience of delivering marketing campaigns using Adobe Campaign would be an advantage,
- Proactive and outgoing individual who has experience of managing vendor relationships
- Experience of managing SLA delivery and driving vendor commitments
- Empower others and provide opportunity for gaining experience and learning
- Experience of working with premium telephony technology such as SMS
- Possesses a strong grasp of the fundamentals of financial services within the scope of the group’s trading
- Experience in supporting business objectives in a matrix and partnered/co-sourced model
- Operates largely independently in meeting defined business objectives and goals
2
Skills For IT Service Delivery Lead Dar Es Salaam Resume
- Conducts work planning, estimation and prioritization to optimize performance of group/resources
- Possesses strong knowledge of networking technologies and service management capabilities
- Excellent in managing people and able to coach and inspire individuals and a team
- Can generate energy and enthusiasm amongst others and manage conflicting views that disrupt the effectiveness of the team
- Experience with cloud-based platforms (O365/Azure, AWS, Force.com)
- Restful API experience for integrations
- Experience with support of high availability environments (servers, storage & database) and complex disaster recovery systems
3
Skills For IT Service Delivery Lead Lmdw Resume
- Strong ability to articulate advantages and disadvantages of infrastructure service solutions. CoLo, Cloud, IaaS, PaaS, etc
- Good awareness of ITIL standards and best practices within operational environment
- Direct team members daily work activities/priorities within the area of responsibility
- Develop excellent relationships with clients and deliver high levels of client care
- Own, operate and continiously improve Configuration Management Database (CMDB) processes for SAP
- Prioritize enhancements, service and support initiatives with the service provider and the functional or technology area
- Experience and knowledge of ITIL Service Management principles, methodologies and tools
4
Skills For Digital Marketing Service Delivery Lead-manager Resume
- Capacity management experience is required
- Experience in an international and intercultural environment
- Marketing technology, processes and delivery working with agencies, CMO’s & marketing brand teams
- Ensuring that risks to operational ‘silent running’ are identified, recorded & mitigated as appropriate
- Understanding and responding to business needs/requirements
5
Skills For Service Delivery Lead Domain Architecture Resume
- Responsible for managing and enforcing Learning Delivery standards and procedures across the team. Managing all learning support activities across region
- Analysis and reporting of Infrastructure Deployment, Logical Provisioning, OS/Database/Web Server Projects and Change Management
- Confident in using Web based tools and Content Management Systems
- Manager at all levels from tier 1 engineering to senior exec
- Manage accounting team deliverables (PTP, RTR, OTC)
- Assist in managing the release and deployment strategy
- Own and continiously improve Incident Management, Change Management and Release Management processes for SAP Analytics while partnering with service providers
- Enable upfront planning for timeline and resources
6
Skills For SAP Service Delivery Lead Resume
- Active problem solving. Identify challenges and issues and create solution/escalate issue
- Communicate with key stakeholders regarding: Infrastructure Build Projects and Services, issue resolution, infrastructure changes, and other pertinent matters
- Ensure IPD goals for delivering technology-based services are met
- Raise the bar by setting high standards and ensure a high quality delivery of service
- Responsible for running IT operations 7 24 365
- Responsible for ensuring IT Service delivery and SLA’s are in line with contractual requirement
- General knowledge of Bank’s technical environments and supported applications
- Participate in both small- and large-scale projects for the design, transition and operational activities associated with the delivery of new or existing services to the HKS community
7
Skills For IT Service & Delivery Lead Resume
- Effectively manage the relationship with internal business partners within the region
- Very good understanding on ITIL process guidelines for ITSM
- Experience in Professional Services, Managed Services and Support Services desirable. One or more is required
- Experience of E-commerce solutions and user flows
- Experience in either service management or project management would be ideal
- Proven track record in large complex organisation
- Effective management of Functional Analysts assigned to ERP Project Execution within the region
- Cost effectiveness of all functional aspects of Enhancements and Projects
- Understanding of automation/ orchestration tools like Chef
8
Skills For OC Service Delivery Lead Resume
- Promote the implementation of overall IT department’s vision, mission and goals in consultation with customers and IT leadership
- Build trusting, productive, and sustainable relationships and partnerships with customers to allow IT to deliver maximum value in the services offered across the IT service portfolio
- Develop and maintain both one-time and regular communications to business and service owners, IT teams, department heads and executives, and the HKS community using multiple communications channels, including email, in-person, social media, our intranet, and newsletters, in support of new and existing services across the IT service portfolio
- Work with IT team to deliver and optimize service offerings and implement initiatives to drive consistent service delivery across the IT service portfolio to the HKS community
- Seek opportunities for continuous service improvement by actively reviewing services across the IT service portfolio and working with business and service owners and IT teams to effect change
9
Skills For IT Operations Service Delivery Lead-it Operations Resume
- Understanding of datacenter components- NW/Web, App servers/Database/Firewall/ storage etc
- A go-getter, highly self-motivated, self-driven and a person who challenges his own achievements
- Exposure to cloud or hosted IT environments
- Exposure to IT security concepts/audits
- Articulate ideas into business-friendly ways and have clear direction and knowledge to implement
- Knowledge of the interactive broadcast sector is beneficial
- Understand large complex systems and translate solutions and issues to executive management
- Effective and efficient management of all functional ERP Project Execution activity within the assigned region to ensure that it is delivered in consistent, harmonized and optimal manner
10
Skills For SAP Operations Service Delivery Lead Resume
- On time delivery of functional aspects Enhancement and Project estimate requests
- On time delivery of functional activity within Enhancements and Projects
- Quality of delivery of all functional aspects of Enhancements and Projects
- Management of Root Cause Analysis for all functional related delays and quality issues within enhancements and projects to ensure that underlying causes are identified and eradicated to achieve best in class levels
- Provide monthly report out of ERP project execution metrics to business partners
List of Typical Responsibilities For a Service Delivery Lead Resume
1
Responsibilities For IT Service Delivery Lead Resume
- Work effectively with Area Managers and Functional Directors to ensure all KPIs are met
- Good knowledge of VMware virtualization products including but not limited to ESX, vSphere, and vMotion
- Experience with Incident, problem and change based on ITIL standards
- Experience financial management: budget, margin and P&L
- Handing over to Support by accepting and signing off BAU- ‘Business as usual’ process
- Identifying and tracking the benefits to be realised by the Terminals
- Working with the Service Operations team to manage the transition into production use
2
Responsibilities For IT Service Delivery Lead Dar Es Salaam Resume
- Scheduling environment bookings for test and deployment activity where necessary
- Ensuring the scheduled suppliers and physical resources are available within the Terminals for the project portfolio
- Installing, configuring, maintaining, and deploying IBM MQ Server
- Provide clear communication/escalation/follow up and closure to business impacting events involving multiple Broadridge teams and external partners
- Knows Amdocs products or keen to learn for better understating of E2E system and handling issues both internally and externally with Customer
- Support better management reporting, information flow and organizational planning
- Play a significant role in long-term planning, including initiatives geared toward operational excellence
- This job opening primarily requires working on regular business day/hours
- Detailed understanding of BP’s Learning Service today, its construct, scope and process
3
Responsibilities For IT Service Delivery Lead Lmdw Resume
- Innovative thinking to deliver and improve Client service while keeping cost focus
- To ensure staffing levels are met and managed
- To develop capabilities in country through structured coaching plans and people management
- Support sales revenue target thru exceeding service delivery and SLAs
- Leverage and apply best practices from other emerging markets
- Manages project schedules, subcontractor performance, risk management, deliverable quality, and staffing
- Specific needs e.g. MES support, ICE/Automation Network Support, including PC Duo and Thin Manager
4
Responsibilities For Digital Marketing Service Delivery Lead-manager Resume
- Performs initial troubleshooting and diagnosis for ANT, OSI PI, manage the PC-Duo, Thin Manager, L2.5 devices
- Close customer liaison to ensure data is kept up to date within Siebel and ensuring MI is delivered to the client within agreed targets
- Assist the KAM in production of client specific periodic reporting and trend analysis and deputise in client meetings
- Assist the KAM to manage client budgets and PO expenditure and forecasting
- Cost Accounting - Advanced
- Provide off-shift on call work as required as well as performing off shift weekend changes
- Provide interface into the ITIL Service disciplines delivered by IT Suppliers, covering Incident, Problem and Change Management
- Familiar with financial budgets and planning
5
Responsibilities For Service Delivery Lead Domain Architecture Resume
- + 2 years of leading F&A operations
- Able to drive performance and improvement in partnership with Client-Facing and Delivery Centre colleagues
- Support complex customer infrastructure build implementations
- Regularly review service delivery performance and act to improve service
- Manage tight timelines and meet deadlines to support the business
- Work unsupervised and to work in virtual teams
- Work with key stakeholders across a broad matrix managed global organization
- In Network Service Delivery Role
- Technical knowledge of network infrastructure
6
Responsibilities For SAP Service Delivery Lead Resume
- Familiar with enterprise network design principles
- Are authentic and drive openness and honesty
- Able to simplify strategy and translate it into clear opportunities for members to enhance their individual contributions
- Look at solutions, decisions and activities from a customer’s viewpoint and clarify the needs and expectations to find ways to exceed them and anticipate on future needs
- A mature professional, with the ability to work within a flexible organization
- Ensure contingency (DRP) plans are prepared and tested for local applications and services provided
- TOOLS: Oracle RDBMS, SQL Server, SAS, Informatica, QlikView, Qlik Sense, Cognos, TM1, Spotfire
- For asset management, manage and control IT assets at all sites in Hyderabad to ensure all IT assets matches the inventory records and that IT assets are managed according to DuPont’s guidelines
- Ensure DuPont’s standards and practices are followed and also adopt industry best practices for project management as well as service support and delivery
7
Responsibilities For IT Service & Delivery Lead Resume
- Generate relevant solutions for program stakeholders where the focus is value, functionality, convenience, and effectiveness
- Supporting the planning and management of the APM Terminals IT project portfolio including transition through project and quality gates and business approval of requirements and deliverables
- Planning and overseeing the successful deployment of new and changed functionality into Terminals, including developing existing technology and end user capabilities
- Leading the Terminal IT team through clear communication of the portfolio vision, direction and its priorities to ensure that team members are motivated, their skills and experience develop and knowledge and expertise is retained
- Re-use of existing architecture patterns to define new solution
-  Verify training ID’s are operational
- Exposure to multiple, diverse solutions and commercial packages
- Proven ability to understand and influence stakeholders within and across the function, building trust and driving the change agenda leveraging both the formal and the informal elements of the organization
8
Responsibilities For OC Service Delivery Lead Resume
- Proven ability to deal with uncertainty, adjusting course as the circumstances change, without jeopardizing the end goals and the achievement of the strategic objectives
- Clear target architecture and roadmap approved by Business and IT
- Business and IT needs fulfilled by the new solution delivered
- Service levels are met, both towards the Business and other IT Functions
- Optimize the domain application portfolio, simplify the domain application environment and shorten the technology lifecycle reducing IT costs in order to support company productivity and growth
9
Responsibilities For IT Operations Service Delivery Lead-it Operations Resume
- Clear articulation of the value contribution of Architecture and acknowledgement by key stakeholders
- Deployment of the ITOM architecture processes on time, quality and without Business disruptions
- Lead the introduction of shared service global solutions/systems, services and initiatives into assigned business areas at a site
- Own the IT tasks involved in the preparation and implementation of new infrastructure and other pre-requisite phases
- Provide specific KPI’s such as : ratio of incident escalated to level 3, ratio of incident after a change in production (development or infrastructure) …
- Collaborate with 3rdparty vendors
- Determine means to measure effectiveness of new processes and procedures through metrics and Key Performance Indicators, and ensure alignment with the organization’s Critical Success Factors
- Work within tight deadlines and the ability to maintain focus under pressure
- Motivated self-starter, with a deep desire to develop, assist in training, and implement best practices and creative solutions to both the IT Department and its Business Partners
10
Responsibilities For SAP Operations Service Delivery Lead Resume
- Proactively identify problems and work towards resolution (see things through) and to motivate others to complete tasks on time
- To oversee the daily operation of credit bureaus once set up is completed
- To set and monitor operations budget, and support finance team in control of expenditure against budget
- To implement and communicate operational strategies, solutions and approaches are in line with the local country business plan and expansion
- To maintain high corporate governance and ensure policies and procedures are followed
- To implement relationship management with government, shareholders, subscribers and vendors
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