Service Delivery Leader Resume Sample
Cortez Feeney
9693 Witting Stream,
Philadelphia,
PA
+1 (555) 693 5450
Work Experience
Service Delivery Leader
05/2017
-
PRESENT
Phoenix, AZ
- Expertise in Cloud services delivery in respective geography
- Relevant experience in the definition, planning and delivery and management of technology-based solutions
- Strong experience on any of the automation tools (Cognitive tools) with knowledge of data structure and VBA
- Strong analytical bend and experience on analytics tools Emptoris, OBIEE, Tableau, SQL, Alteryx
- Excellent Visual Design skills with sensitivity to user-system interaction – experience in developing reporting solutions towards complex multi-paneled, interactive dashboards
- Handle end-to-end automation platform delivery & escalations of all platform related issues with in the US tax on an ongoing basis
- Utilize multiple Automation Product expertise , and drive platform solutions for various business scenarios
Senior Service Delivery Leader
03/2010
-
03/2017
Houston, TX
- Drive various Automation platform readiness projects
- Build and execute a comprehensive vision for CSG’s Services Delivery organization within the APAC region
- Lead the execution of CSG’s customer delivery programs and supports account growth through operational and delivery excellence. Continuously enhancing key business processes with a relentless focus on improving our agility, reliability, and efficiency
- Collaborate across services practice areas to develop a comprehensive CSG delivery methodology that positions CSG in a leadership position within the solutions industry
- Manage the regional Services Delivery P&L and forecasting to ensure revenues and margins are met or exceeded on a quarterly or annual basis
- Create and execute a compelling vision for how to provide an exceptional customer experience by continuously enhancing key business processes with a relentless focus on operational and delivery excellence, bringing business value to customers, and improving our agility, reliability, and efficiency
- Identify ways to reduce the service delivery costs and deliver improvement to project profitability
- Maximizing project delivery performance against key defined KPI’s (ensuring projects are delivered to scope and on time and to agreed budgets. Maximizing utilization and billable time
- Communicate regional delivery strategies to GSD leaders and other applicable CSG stakeholders
Service Delivery Leader Operations
08/2007
-
09/2009
Houston, TX
- Thoroughly understand competitive business environment, predict and respond to challenges
- Full accountability for establishing and operating within a budget at corporate and functional level
- Identify issues and risks in a timely manner and develop and/or implement appropriate risk responses and contingency plans
- Shape organizational culture and drive CSG key Initiatives
- Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values
- Manage the month close, Preparation & Review of financial statements, trend analysis, variance analytics and commentary
- Ensure smooth Annual PWC Audits as per US GAAP, Board meeting and committee meetings
- Assisting Board of Directors/ Chairman on regular entity updates
- Identifying and executing critical quality initiatives to continuously improve financial processes and add value to the Company
Education
Argosy University - Nashville Campus
2003 - 2007
Bachelor's Degree in Business
Professional Skills
- Senior Leadership experience; team building and motivational skills including proven strong people management skills
- Strong leadership skills, experience in leading projects and effective management of stakeholders along with strong communication skills
- Excellent communication skills, collaborating and influencing skills to manage large, cross functional projects
- Good Working Interpersonal and Negotiation Skills and the Ability to Communicate At All Levels. - Excellent Communication & Relationship Skills
- Strong relationship management skills with a proven track of positively collaborating & influencing internal and external partners
- Strong analytical skills with a demonstrated strength in problem solving
- Strong English written and oral communication skills, and the ability to effectively communicate with technical and non-technical audiences
How to write Service Delivery Leader Resume
Service Delivery Leader role is responsible for business, analytical, presentation, leadership, design, reporting, drive, advanced, technical, solutions.
To write great resume for service delivery leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Leader Resume
The section contact information is important in your service delivery leader 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 Leader Resume
The section work experience is an essential part of your service delivery leader 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 leader 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 leader position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Leader resume experience can include:
- Proven experience with negotiating/problem solving skills and delegating key tasks
- Consulting skills, Strong ability to plan, organize and coordinate activities
- Strong sales & client facing skills – dynamic executive presence
- Strong social skills, ability to take care of customers and to mediate through challenging situations
- Excellent verbal and written communication and project management skills with an ability to formulate and communicate strategies in a clear and compelling way
- Excellent process improvement experience, including proven success utilizing continuous improvement tools/techniques
Education on a Service Delivery Leader Resume
Make sure to make education a priority on your service delivery leader 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 leader 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 Leader Resume
When listing skills on your service delivery leader 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 leader skills:
- Excellent interpersonal, verbal and written communication skills to communicate effectively at all levels of organization
- Good Working Interpersonal and Negotiation Skills Ability to effectively influence various levels of management in Lines of Business and Staff Groups
- Tailors communication to the customer’s needs; effectively delivers presentations and has strong verbal and written communication skills
- Demonstrate superior relationship skills with the proven ability to build effective relationships and influence key deliverables
- Exceptional written and oral communication skills and presentation skills
- Experience & strong people management skills
List of Typical Experience For a Service Delivery Leader Resume
1
Experience For Senior Service Delivery Leader Resume
- Hands on experience in SAS and SQL and visualization tools like tableau. Extensive experience of developing , implementing reporting and analytical solutions
- Partners with the Lines of Business leaders in key projects, which have colleague skilling and development and building a strong talent pipeline
- Bring best practices and innovative training and development subjects/themes to the organization; so training is scalable and effective
- Be strong in managing the requirements gathering, planning and execution of the process improvement project
- Continuously improve the effectiveness of risk management programs by monitoring, reviewing and enhancing programs, processes and procedures
- Lead front line team leaders and managing effective coaching of employees
- Develop metrics/dashboard to assess the effectiveness of learning and development programs while maintaining the best in class RTF scores
- Drive Training Needs Analysis and build effective training strategy year on year
2
Experience For Regional Service Delivery Leader Resume
- Exceptional strategic and analytical thinking with experience working in a global environment
- Lead the Complaints Monitoring Team and ensure accurate classification and avoidance of goodwill credits, root cause analysis & driving improvements
- Experience working with quality processes and measures
- Individual and team priority setting and PD touchpoints
- Drive strong interaction between the Global Servicing Network (GSN) Operations, Compliance
- Lead a team of 6 that includes experienced facilitators, content designer, project managers and a training analyst
3
Experience For Service Delivery Leader Operations Resume
- Experience with change controls and management to contract SLA’s
- Consolidate end-user and business stakeholders satisfaction with actual service level in a common dashboard, to monitor the partner’s performance
- Demonstrate the ability to implement innovative solutions to improve customer satisfaction. Process solution focused in an operational environment
- Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency.
- Relevant work experience
- Proven ability to drive process efficiencies
4
Experience For Service Delivery Leader, Bangalore Resume
- Improvement of IRIS end user customer experience
- Coaching and developing team members, subject matter experts and creating an outstanding pool of management talent
- Leading a high performing team and ensuring a close collaboration & partnership with regional stakeholders
- Directing efforts of team of SDLs covering set portfolio of customers to defend, grow, or onboard new business
- Delivering training to Team Leaders and CCPs. Act as coach for the
- Learning sessions as required. Shadow TL/CCP coaching sessions
- Understanding of travel financial capture processes and controls from front line perspective to prevent revenue leakages
- Leading Business support team with focus to deliver superior service to IRIS end users
5
Experience For Account Manager & Service Delivery Leader Resume
- Ensuring a close collaboration & partnership with market sales and AD teams
- 24X7 application steady support, defining and testing the business continuity planning
- Supervise consistent deadline-driven project and task planning while creating and enforcing a standard approach for international implementation
- Identify and respond to challenges (e.g., learning concepts, compliance) by rapidly creating and implementing solutions
- Challenges (e.g., learning concepts, compliance) by rapidly creating and implementing
- Accountable for positive leadership of direct reports to include ongoing direction, coaching, and
- · Industry research on emerging technology, product evaluation and buy vs build analysis working with AET
- Collaborate with local marketing teams to enhance campaign strategies while ensuring investments are optimized
6
Experience For Senior Service Delivery Leader Operations Resume
- Proactively drive and influence the decision-making process by delivering key insights and outcomes
- Provide strategic thought leadership on investment decisioning and analytics impacting the moderate to long term growth of the business
- Adherence to Dupont’s information security and compliance processes and ensuring the audit proceedings within Sales and Marketing portfolio,
- Lead team in performing annual updates of incentive compensation and tracking business rules
- Identify training needs and work to design and deliver training for the Asia Pacific GOCM teams
- Establishes and maintains executive level relationships with customer and internal to EMC, with enhanced relationship building with the newly defined SAE
- Contributes to the Service Account Plan representing post sales services delivery, with added focus on transformational activities
- Represent Controllership in Regulatory matters concerning the Federal Reserve, OCC, FDIC, and UDFI
- Drive results in changing environment
7
Experience For Director, IT Service Delivery Leader Resume
- Be the voice of the customer internally from a service delivery perspective ensuring that all the HR LoB delivery units are aligned in delivery of services
- As appropriate, take ownership for championing service improvement initiatives in the region
- Develop, manage, and deploy training plans
- Set up, process and track (Statements of Work) SOW’s and Vendor invoices across MSA through working with Global Procurement & Ariba
- · Work with AET/Vendor partners through iterations to bring innovation to production
- Understand the E2E Commercial business and be able to provide thought leadership and process efficiency into the ongoing account movement process
- Partner closely partner teams to drive flawless execution of campaign through our marketing platforms
- Lead a team of 2-3 team members fostering a high performance culture
- Lead and drive the procedural monitoring process for US Consumer Engagement Network (CEN) function
8
Experience For VP, Service Delivery Leader Resume
- Work with Business leaders and US Tax technology leadership during US shifts , as needed
- Assist in the implementation, development and design of new Tableau reporting to generate insights that inform and enable business strategies
- Engage with American Express Technologies and Tableau Technologies to automate processes and provide reporting to over 500 users
- Provide training to users for Tableau
- Lead application support and maintenance including product patches, migration, and release rollouts
- Interface and vendor manage external and internal KPMG groups; including but not limited to: Service/Help Desk, Database Admins, and Cloud Ops
- Drive efficiency and cost savings by continuously improving business process and task automation
- Define and report Key Performance Indicators (KPI) and Service Level Agreements (SLAs) to monitor process health and client facing service metrics
9
Experience For ERP Buy Side Service Delivery Leader Resume
- Be conversant with the ORGG Operational Risk Event Guidance and control rating metrics
- Measure, report and deliver the measures of success and key outcomes of our Agile teams and review with leadership by setting up a robust governance structure
- Provide report and alerts regarding actual service levels. Follow up on SLAs and report quality within the onetime area
- Assist in escalations from the Volvo Group regarding onetime deliveries
- Work with audits and continuous service improvement activities regarding the onetime processes
- Conduct as a team 250+ sessions for ~7000+ colleagues covering approx. 3500 colleagues a year
10
Experience For Program Manager & Service Delivery Leader Resume
- Develop or customize training programs and other interventions to meet the business needs
- Supports the EMC Sales team and Services Account Executive on management and strategic direction of the account, with the added focus of transformation services
- Performs cross Global Services coordination
- Collaborates with sales and support groups to demonstrate value of support offering to customer and identifies opportunities for expanded support business, with focus on transformational services
- Act as single point of contact for assigned portfolio, ensuring customer’s ongoing satisfaction (including gathering client VOC and funneling to appropriate internal teams)
- Managing the Risk Weighted Asset calculation and production of FFIEC 101 Schedules
List of Typical Skills For a Service Delivery Leader Resume
1
Skills For Senior Service Delivery Leader Resume
- Excellent interpersonal/verbal written communication skills with strong presentation and project management expertise
- Excellent platform architecture skills, enabling the creation of future proof global solutions
- Excellent communication skills, including written, presentation and employee interaction
- Self-starter with proven thought leadership, analytical and problem solving skills
- Graduate/Post graduate with min 7-8 years of experience with a solid understanding of data validation principles and operations
- Proven leadership skills in handling large team
- Proven ability to develop and leverage relationships – influencing and negotiation skills are critical
2
Skills For Regional Service Delivery Leader Resume
- Strong Team Handling skills
- Strong interpersonal skills, ability to deal with customers and to mediate through challenging situations
- Demonstrates ability to use all operations tools to effectively conduct operations activities
- Strong personal management skills
- Excellent communication skills and ability to interact with all levels of end users
3
Skills For Service Delivery Leader Operations Resume
- Strong analytical, people management and facilitation skills
- Experience with automation tools and advances excel skills would be highly desirable
- Excellent interpersonal skills. Able to conduct meetings with stakeholders from multiple functions and different levels
- Strategic with strong change management, continuous improvement and transformational skills
- Experience in data visualization skills, design principles, dashboard and scorecard design an asset
- Strong Communication skills – Articulate, Thought-through and succint
4
Skills For Service Delivery Leader, Bangalore Resume
- Excellent verbal and written communication skills with ability to influence appropriate outcome (in English)
- Proven ability to effectively communicate and influence
- Strong Communication and Project Management skills and ability to manage stakeholders
- Strong understanding of various SDLC methodologies, experience working with Vendors and managing SLAs
- Strong Query building /writing experience using SQL on database platform
- Proven experience leading a team, managing customer relationships, and/or managing a P&L
- Overall 8+ years of experience including at least 4 years of relevant experience in the following areas : Product development and complex system deployment
5
Skills For Account Manager & Service Delivery Leader Resume
- Demonstrated experience of working in a fast paced and changing environment with the ability to work in tight deadlines
- Prior experience and string understanding of SIP process across domains
- Experience in leading large teams and strong understanding of operations
- Proficient influencing skills, including ability to negotiate and execute strategies with peers and colleagues across organizational boundaries
- Prior experience with a financial organization, in the domain of Corporate Banking, Commercial Cards or B2B payment products
6
Skills For Senior Service Delivery Leader Operations Resume
- Analytical thinking skills to access impacts, draw correlations and linkages
- Strong People Leader with experience in managing small to mid-size teams
- Experience In Credit / Collections Operations, Agency Management And/or Project Management with experience in managing US collections
- Organizational skills and the ability to flex in a constantly changing environment
- Prior experience of product testing and UAT
- Adept at influencing others, both externally and internally; ability to work effectively and build consensus across various functional groups to achieve goals
- Solid experience of running business with financial accountability
- Partner management: Identify partners’ needs and effectively engage with them to handle communication, alignment, reporting and escalations
7
Skills For Director, IT Service Delivery Leader Resume
- Analytical skills to perform cost, risk, and benefit analysis without compromising customer service
- Ensure operational leaders are managing schedule adherence, absenteeism and non-productive time effectively and highlight when trends / issues arise
- Mentor and guide the team on technical skills (SAS/SQL/Excel/Tableau/Big Data technology etc)
- Experience in group dynamics, team empowerment, and individual development, to include experience with the process of employee development
- Knowledge & skills to manage multiple international markets
- Strong people management experience with ability to motivate team
8
Skills For VP, Service Delivery Leader Resume
- Excellent skill is PowerPoint, SharePoint, Excel and Visio
- Strong team management experience – ability to coach and mentor the team
- Prior experience on partnership with technology for solutions development and delivery is preferable
- Effectively manage operational issues, concerns, negotiations, performance results and relationships..
- Share key results and work with global peers to effectively close gaps in the process
- Partnering with reconciliation process teams and external vendors/ consultants to drive process efficiency and improve experience
- Performing feasibility study/POCs to validate the functional specification and translate them into technical specification
- Experience in report building, data mining and analysis, with leveraging tools including MS Access, Tableau, MS Excel and VBA
9
Skills For ERP Buy Side Service Delivery Leader Resume
- .Experience facilitating meetings with multiple customers and technical staff, including building consensus and mediating compromises when necessary
- Proven track record at building relationships, and partnering with internal clients on complex business problems to develop actionable recommendations
- Direct experience of managing large teams and managing through front line supervisors
- Hands-on experience in emerging technology including AI, object oriented development, Automation tools
- Strong decision making capabilities when dealing with ambiguous situations/conditions
- Hands-on experience in emerging technologies including AI, Object oriented development and Automation tools
- Experience supporting a Banking/Financial Services campaign
10
Skills For Program Manager & Service Delivery Leader Resume
- Experience supporting a Banking/Financial Services campaign with Sales/Value Generation as a primary Key Performance Indicator (KPI)
- Excellent planning and structured thinking
- Proven track record of a change manager and adept at building high performance teams while driving transformational initiatives
- Strong customer orientation and servicing background
- Leader with good track record of leading programs and group of individuals
- PMO or project management experience, particularly working with technology deliverables
- Knowledge of support and operations practice, concepts, and technology obtained through formal training and work experience
List of Typical Responsibilities For a Service Delivery Leader Resume
1
Responsibilities For Senior Service Delivery Leader Resume
- Strong follow-up and follow-through skill to drive outcomes
- Experience of governance : directing, planning and monitoring of IS/IT services
- Experience in working in projects
- Setup and scale BIP team in the CoE , hire right skilled resources and high performing team
- Demonstrated ability to develop and deploy reporting and analytical solutions , deliver actionable insights
- Support the development of key measures and reporting to monitor the execution of the PRSA Framework and to assess the effectiveness of the control environment
- Build a solid relationship/partnership with Marketing Stakeholders, drive projects end to end with full accountability and growth mindset
- Experience in training as well as call center and sales operations
- Results oriented, able to deal with ambiguity and competing priorities
2
Responsibilities For Regional Service Delivery Leader Resume
- Demonstrated proficiency with MS Office suite including Word, Excel, Excel, PowerPoint
- Self-Directed With Strong Interest In The Collection Business And Passionate In Driving Business Results
- Self Directed With Strong Interest In The Collection Business And Passionate In Driving Business Results
- Experience managing a larger diverse team
- Experience in building Digital Forms & Digital Workflow design
- Strong Knowledge of CRM methodology, Salesforce, Force.com, App exchange platform, lightening, Einstein analytics (aka wave analytics)
- Provide advice and guidance to ensure effective and efficient issue management is implemented in the Staff Groups
3
Responsibilities For Service Delivery Leader Operations Resume
- Drive process KPI’s and ensure a strong focus on deliverables
- Experience in managing operations in Professional services/Financial services/Services industry
- Experience in large, enterprise, multi-location shared service delivery centers
- Post graduate With Relevant Experience Preferably In Service Industry.
- Overall years of experience in ITES/Operations sector
- Experience in Analytics
- Strong functional knowledge of the Procurement domain to be able to understand and translate the “AS IS” process model to “TO BE” model
- Demonstrated thought leader and creative problem solver
- Strong customer focus and can-do attitude
4
Responsibilities For Service Delivery Leader, Bangalore Resume
- A demonstrated ability to work with cross-functional teams
- Project Leadership experience to lead and manage multiple projects
- Analytical experience to deal with complex business problems (For Example Six Sigma, GB certification
- Strong Thought Leadership with Ability to Incorporate Analytical & Operational Aspects to Design & Implement Innovative Solutions to Drive Performance
- Competencies to be demonstrated
- Leading & managing recurring cross product client team governance routines to review/status on issues/actions/event planning and preparedness
- Completing reporting and maintain open communication internally regarding service assessment and ongoing client activities
- Coordinating and deliver recurring client reporting, i.e. service assessment, SLA adherence, and fee at risk credits, etc
5
Responsibilities For Account Manager & Service Delivery Leader Resume
- Leading/managing recurring Governance routines with matrix team that manages account
- Meeting the financial goals for services engagements within the APAC region including revenue recognition and profitability
- Packaging and provisioning of infrastructure
- Driving periodic detail level review at product level via CSM (e.g. ensure process for CSM monitoring of SOS and product specific SLA's, commitments, etc
- Managing the delivery of solutions to CSG’s customers within the APAC region
- Reporting: Executive reporting, delivery status reporting and meeting all other communication needs of the organization
- Worked on developing/maintaining complex codes and understanding of coding concepts
6
Responsibilities For Senior Service Delivery Leader Operations Resume
- Manage ambiguity, creating something new and adjusting course as required
- Responsible for continually Improving Learners’ Performance through enhanced learning solutions and operational excellence
- Positive leadership of direct reports to include ongoing direction, coaching, and career development
- Exceptional ability to influence others without direct authority while collaborating and influencing people at all levels
- Ensure smooth functioning of day-to-day operations by meeting daily & monthly Production & Efficiency goals
- The Application Hosting sub-portfolio - including on premise, hybrid cloud and public cloud, for all technical platforms used by the Volvo Group
7
Responsibilities For Director, IT Service Delivery Leader Resume
- Technical behavior of the underlying components of the engineering stacks
- Support the development, operationalization and actual tracking of metrics to measure progress against strategic initiatives
- Work with AET/Vendor partners through iterations to bring innovation to production
- Lead and drive the procedural and regulatory process for servicing functional areas
- Ensure appropriate coverage of testing at all time to meet key control and audit needs
- Lead and drive the target testing process for sales practices within the supported functions
- Ensure appropriate coverage of target testing at all time to meet key control and audit needs
8
Responsibilities For VP, Service Delivery Leader Resume
- Develop significant understanding of end-to-end businesses and support implement projects that impact these processes
- Assist in navigating the Conduent organization
- Knowledge of Infrastructure, monitoring and Help Desk operations
- Able to drive change in a fast moving environment
- Overcomes obstacles without sacrificing quality to meet deadlines
9
Responsibilities For ERP Buy Side Service Delivery Leader Resume
- Adept at understanding different markets behavior / work cultures
- Flexible to work across various time zones wit key stakeholders in JAPA, Central reporting, GSM teams in US
- Knowledge of the Fraud industry as it relates to the credit card business including knowledge of call center management
- Work within a challenging and dynamic team environment
- Influence people and help drive decision making
- Min Rating for Last Year at G3L3
- Business consultation and managing relationship for Business requesters and stakeholders
10
Responsibilities For Program Manager & Service Delivery Leader Resume
- Lead the team to achieve goals, ensure their development needs are being met
- Promote a safe working environment and ensure compliance with applicable EHS policies and
- Able to think and work strategically and challenge current operational thinking
- Support Market Controllership teams in the month close processes & analysis of P&L / Balance Sheet review’s, key reserves at legal entity level etc
- Development and implementation of significant analytical processes and tools
- Strategically partner with External Reporting, Treasury, Finance, Risk, and other Basel functional groups to represent controllership, as well as assist in improving company-wide processes related to financial reporting
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