Service Delivery Manager Resume Sample
Torey Rowe
3849 Strosin Ford,
San Francisco,
CA
+1 (555) 116 4369
Work Experience
Service Delivery Manager
05/2015
-
PRESENT
Detroit, MI
- Provide Managerial Excellence and Effective Leadership to a development teams comprised of Technical Systems Analysts
- Responsible for Project Execution – specifically for the delivery of those project components that fall within the scope and responsibility of the Online & MobileBanking application
- Ensures that GIS image and position are properly maintained in accordance with GIS standards
- Working knowledge of business practices in affiliate and acts as the first escalation point between global/regional GIS & support ecosystem
- Represents GIS in a professional and positive manner when interacting with the customers (business) and colleagues
- Provides guidance to the user community on best practices, users' roles & responsibilities, how to's & best methodology to leverage GIS services, support model, corporate IT policies, standards & procedures
- Coordinating all aspects of user provisioning & ensuring validity of user accounts in AD, mailboxes, applications etc
- Executes regulatory operations such as Change controls, quarterly SOX sign offs, RCTS, Privacy activities as agreed with GIS and business
- Leads site IT Procurement related activities by providing budget oversight, ensuring proper controls as well as working closely with the buyer's network
Technical Service Delivery Manager
09/2010
-
02/2015
Boston, MA
- Managing local IT assets & ensuring tech refresh is handled in a seamless manner on time, on budget & on schedule
- Helps provide any translation services as required
- In coordination with GIS VMO, handle annual contract SLA renewal/upgrades with local vendors
- Handle all security exceptions as required by the business & in line with GIS policies
- Assist site readiness for infrastructure areas related to implementing any global / regional projects
- Follow up on the execution of service requests / incidents / problems records working through internal and external service delivery teams
- Technical project management experience
- A proven record in leading and developing teams
- The ability to identify, anticipate, and take ownership of problems
Application Service Delivery Manager
07/2005
-
03/2010
Philadelphia, PA
- Strong interpersonal skills with the ability to convey information to colleagues and stakeholders where required whether verbally or in report format
- Work within a team setting deadlines for self and others and manage workloads
- Strong operational risk management awareness and understand the escalation process, highlight and escalate issues in line with procedures
- Successfully collaborate across various lines of business stakeholders
- Ensuring pipeline of demand is understood and function is staffed with right competencies and capacity to deliver on time
- Managing overall portfolio investment levels (estimated to be in the region of $2-5m) in line with goals established across the enterprise
- Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
Education
Colgate University
2000 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Strong interpersonal skills, organizational skills, and customer service skills required
- Excellent written and oral communication skills including ability to understand key requirements and deliver strong presentation skills
- We seek strong personal influence skills and strong negotiations skills
- Strong client relationship skills and strong executive level communication skills
- Advanced Quality Orientation Skills Advanced Communication Skills Advanced Writing Skills
- Demonstrates expert relationship management skills, advanced management and coaching skills; influencing decisions as the “Voice of IT”
- Excellent delegation skills, negotiation skills and people management; and
How to write Service Delivery Manager Resume
Service Delivery Manager role is responsible for customer, leadership, interpersonal, business, technical, analytical, presentation, organizational, negotiation, english.
To write great resume for service delivery manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Manager Resume
The section contact information is important in your service delivery manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Service Delivery Manager Resume
The section work experience is an essential part of your service delivery manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service delivery manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service delivery manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Manager resume experience can include:
- Strong project management skills: particularly applying strong governance, and managing release cycles
- Strong organizational, prioritization and problem solving skills
- Strong relationship building and management skills/experience
- Demonstrated experience of relationship building skills with senior business stakeholders (CxO level)
- Good communicator at all levels, with proven influencing skills
- Effective time management and organization skills with the ability to prioritize workloads and meet deadlines
Education on a Service Delivery Manager Resume
Make sure to make education a priority on your service delivery manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service delivery manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Service Delivery Manager Resume
When listing skills on your service delivery manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical service delivery manager skills:
- Demonstrates high level of written and oral communication skills Strong verbal, written, presentation and effective listening skills
- Excellent Spoken and written Communication Skills. Good comprehension skills is a necessity
- Has a wide range of experience as a skilled specialist of professional field. Excellent customer service skills
- Strong leadership, negotiation, influencing, presentation skills and experience developing and maintaining c-level relationships
- Demonstrate skills in building and maintaining excellent Customer Relationships over a period of time
- Excellent communication and presentation skills and experienced in dealing with internal and external customer in all product and service questions
List of Typical Experience For a Service Delivery Manager Resume
1
Experience For Technical Service Delivery Manager Resume
- Effective Communication: Excellent communication skills both verbal and written. Experience of communicating with clients both in writing and face to face
- Extensive experience in delivering (virtual) organisational change management processes and controls with effective people development and motivational skills
- Strong influencing, colloboration and relationship building skills
- Understands and practices strong communication skills; understanding that coaching toward the right result is often required
- Strong leadership skills with sound, analytical and decision making abilities
2
Experience For Regional Service Delivery Manager Resume
- Strong people-relations and influencing skills
- Strong organization and planning skills (PM)/ Ability to multi-task
- Solid Resilience / Problem-solving skills
- Good project management & ITIL skills and working knowledge of project management tools and ITIL practices
- Strong PC knowledge including related PowerPoint/Excel/ Microsoft Project/Email skills
- Strong negotiation skills required for conflict resolution, as well as negotiating contracts
3
Experience For Application Service Delivery Manager Resume
- Experience supporting a successful consulting business; experience as a consultant in a customer-facing role
- Experience in managing service delivery operations managing mix of internal and outsourced staff ensuring good services to client
- Manage all site staff effectively, producing PADPs, training plans and performance management plans as necessary
- Excellent experience with building relationships and managing customers in an outsourced/commercial environment
- Considers candidates' hard and soft skills when making hiring decisions
- Demonstrated experience communicating with senior leadership and customers regarding technical issues
- Proven experience in managing IT service providers and suppliers in delivering IT projects and services in a multinational context
- Strong presence and experience in managing conflict in a highly evolving environment
- Demonstrable experience of managing a global Service Desk, Operations Centre and Desktop Support function, leading to great customer experience
4
Experience For Junior Service Delivery Manager Resume
- Effectively manage On-Site & Offshore DW/ BI staff (BSA, SA, ETL, Reporting, and Data Analysts) in all aspects of Data Warehousing and Business Intelligence
- Experience establishing and maintaining effective client relationships
- Strong experience handling customer special cases
- Effectively control a complex operation against existing processes and SLA’s
- Solid hands on experience in managing SDLC lifecycle and end- end delivery
- Mentor consultants to ensure the Consulting Services team is highly motivated, committed, and trained in the necessary technology and skills
5
Experience For SAP Service Delivery Manager Resume
- Implement and secure best practice team development, skills and knowledge sharing across team and develop a collaborative relationship with all HRSS/HR
- Ensure all staff and contractors work effectively, efficiently and within safe guidelines across all sites, utilising RA’s and SSOW’s
- Commercially aware, finance management and problem solving skills
- Use problem-solving skills to assess risk and make decisions. Also works closely with the Call Center team, the SBU and application team on service delivery
- Use problem-solving skills to assess risk and make decisions
- Business experience, working within a dynamic, fast paced environment with a strong knowledge of business processes
- Adjusts his/her management style depending on the skills and needs of his/her associates
- Effectively uses individuals' mistakes and challenges as broader learning opportunities for the team
6
Experience For Global Service Delivery Manager Resume
- Proven knowledge/experience working within BMS industry (both customer /technical level)
- Proven experience of working in a service management environment with multi-disciplinary teams and managed outsourced suppliers
- Demonstrated experience in statistical process control and measurement / reporting practices
- Prior experience working with commercial software
- Self Determination, Initiative, Learning, Communication Skills, Network Built on Trust, Team Player, Customer Focus, Professional Ethics, Siemens Value
- Proven experience in managing enterprise software application implementations that entail multiple project tracks
- Extensive, relevant technical or business work experience, including previous supervisory experience
- A servant leader with a growth mindset, and strong learning agility, and demonstrates open communication
- Tenacious, resilient and flexible leader able to lead effectively in a demanding, dynamic environment
7
Experience For Partner Service Delivery Manager Resume
- Prior IAM and/or Data Security consulting experience desired
- Demonstrated experience implementing productivity and customer satisfaction improvements
- Prior relevant IT work experience including systems development activity
- High Analytical & Problem-Solving Skills
- Executive Boardroom presentation and speaking skills
8
Experience For Infrastructure Service Delivery Manager Resume
- Demonstrated experience/ability manage frontline delivery resources and understanding of sales lead qualification methodologies
- Strong network troubleshooting techniques, approaches and best-practices with direct experience in technical incident management
- Related Client Account Management experience required; previous Client-facing experience in
- Proven experience in delivering systems delivery programs globally (Portfolio of $20-50m)
- Proven experience in working in international, multi-cultural teams
- Develop and implement core strategy for building skills and expertise of the team in line with current and future demands
9
Experience For Senior Exchange Boundary & Instant Messaging Service Delivery Manager Resume
- Project management and project leadership skills
- Apply recognized project management methodology and skills
- Refer to attached Technical Professional skills matrix for appropriate placement
- Support the clients ability to effectively consume service deliveries and map output results to actionable input objectives
- Influence and communicate effectively to senior-level leadership
- Demonstrated experience in financial management of a P&L, resource planning and control of a busy operational environment
- Experience with project management and a demonstrated ability to manage multiple teams
- Considerable experience and understanding of the project lifecycle, process methodologies, with a good understanding of the principles of IT Service Management
- Experience managing relationships with internal business customers at a senior level; experience in a multi-sourced supplier model
10
Experience For IS Service Delivery Manager for Application Run Resume
- Working experience working with and motivating cross-functional, interdisciplinary teams to achieve tactical and strategic goals
- Planning and deploying appropriate OMCS activities to ensure effective delivery within agreed budgetary constraints
- Managing effective financial forecasting so that departmental budgets are achieved
- Supporting the negotiation and prioritization of business demand, visibility of the pipeline and to enforce consistent messages around setting expectations
- Engineering Graduate with strong track record in thisor similar role
- Ensuring service delivery processes are effective, efficient and do not compromise Piksel internal operational process
- Working experience with projects and tenders an asset
- Building a strong relationship to the customer
List of Typical Skills For a Service Delivery Manager Resume
1
Skills For Technical Service Delivery Manager Resume
- Demonstrates good negotiation skills with experience of dealing with diverse stakeholders
- Excellent problem solving skills and proven project management experience
- Strong Program Management skills including experience with change management and Benefits realization
- Experience in demonstrated ability to communicate effectively to large groups via in person and teleconferencing
- Service Delivery experience or excellent project management skills
- Strong organizational skills and ability to prioritize work/ projects
- Excellent interpersonal skills with strong ability to influence others and build a fun, collaborative environment
- Possess proven IT project management skills and experience
- Excellent written and oral communication. Strong interpersonal skills. Proficiency in an Asian language is an added advantage
2
Skills For Regional Service Delivery Manager Resume
- Solid organizational skills and ability to work with multiple priorities
- Strong networking and influencing skills (Organisational Relationship Building)
- Excellent stakeholder management skills (interpersonal, influencing, negotiating)
- Demonstrating decision making, prioritization, organizational and time management skills and people/relationship management
- Direct experience in managing a technical service, prior experience in managing Oil and Gas network services
- Very Good Communication and Client interfacing Skills
- Exceptional organization skills and ability to efficiently prioritize competing demands in a timely manner
- Multi-task, strong oral and written communication, planning and time management skills
- Good communication and written reporting skills in English language
3
Skills For Application Service Delivery Manager Resume
- Good Customer relationship management skills with a commercial understanding
- Excellent customer facing, communication and interpersonal skills
- Effectively multitask and prioritize within a continuously changing environment
- Solid organizational, administrative, problem solving, and analytical skills with high attention to detail with send-to-end follow up with clients/businesses
- Possess good interpersonal and problem solving skills
4
Skills For Junior Service Delivery Manager Resume
- Strong management, leadership, organization, and planning skills
- Strong communication skills, including client communication
- Strong Analytical Skills – data driven decision making
- Exhibit strong organizational, team building, and leadership skills
- Solid leadership skills to create high performing teams and to manage sr. stakeholders across multiple geographies
- Previous experience required at a lead/management level in a depot or technical group with particular emphasis on technical planning and analytical skills
5
Skills For SAP Service Delivery Manager Resume
- Strong customer facing skills and ability to communicate to executives as well as other stakeholders at customer sites and within Cloudera
- Perform good presentation and analysing skills
- Strong project management or business work experience, including previous supervisory experience
- Organized with good writing skills
- Strong financial and people leadership skills
- Strong troubleshooting skills with various COTS products
- Demonstrated ability to effectively and quickly build relationships, establish credibility, respect, and confidence both internally and externally
- Demonstrate intermediate skills in project management, communication, analysis and presentation
6
Skills For Global Service Delivery Manager Resume
- Operate effectively in an environment of constant change
- Pro-active, thorough, organized and energetic, ability to work and effectively prioritize in a highly dynamic work environment that includes a global focus
- Good knowledge of cloud based hosting services, computers, internet, and account management skills/tools
- Excellent interpersonal, negotiation and communication skills (both written and verbal)
- Communication- Excellent verbal and written communication skills required (level of communication within company – with team, stakeholders, all levels, etc.)
7
Skills For Partner Service Delivery Manager Resume
- Immediate impact with suppliers and customers. Strong leadership and communication skills
- Self-motivated team player with excellent communication skills
- Have excellent written and verbal communication skills Ability to work with diverse customer base, both internal and external
- Be assertive with good conflict management skills
- Excellent written and vocal communication skills
- Strong math and analytical skills to handle a wide variety of customer, partner, and internal requests
- Excellent communication skills, both written and verbal, in English and Japanese
- Excellent communication and interpersonal skills, with an ability to handle difficult or sensitive situations
8
Skills For Infrastructure Service Delivery Manager Resume
- Excellent verbal and written communication skills with a wide range of audiences including engineers, executives, business stakeholders and operations
- The role requires strong supplier management skills, combined with a willingness to challenge the status quo and deliver change
- Possess strong interpersonal and negotiations skills
- Strong, process and information driven decision-making and risk management skills
- Lead, manage and motivate direct staff members, with solid relationship management and performance management skills
- Experience in a IT operations role with executive management presentation skills
- Strong French language skills
- Strong team skills and ability to influence across disciplines with credibility
9
Skills For Senior Exchange Boundary & Instant Messaging Service Delivery Manager Resume
- Initiative and effective negotiation and persuasion skills
- Demonstrated communication and interpersonal skills; written and oral
- Excellent presentation and communication skills both verbal and written
- Excellent presentation and knowledge transfer skills
- Excellent verbal and written communication skills, with extremely high standards for documented work product
10
Skills For IS Service Delivery Manager for Application Run Resume
- Troubleshooting skills - hands on not required but conceptual understanding is
- Delivering complex technical information clearly and effectively to technical and non-technical customers
- Able to facilitate outstanding service delivery by building and sustaining highly skilled and effective teams
- Skills and knowledge of Programme Management tools and techniques for planning, scheduling & performance monitoring
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to operations management
- Experience managing competing priorities and ability to work in team or independently
List of Typical Responsibilities For a Service Delivery Manager Resume
1
Responsibilities For Technical Service Delivery Manager Resume
- Work with the Service Delivery Director to provide the Voice of the Customer (Define and express the needs of the customer)Line of Business Subject Matter Expert to GTI and CSi
- Experience in effectively developing and coaching staff members, holding effective informal and structured meetings and conducting formal presentations
- Demonstrated organizational, presentation and prioritization skills
- Excellent people and communication skills and the ability to create strong relationships
- Prior technical leadership experience in Information Technologies software & hardware environment and exceptional interpersonal skills
- Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint Strong organizational skills
- Excellent communication and interpersonal skills with proven ability to interact across all levels
- Demonstrated decision making and planning skills
- Excellent organizational skills, including
2
Responsibilities For Regional Service Delivery Manager Resume
- Demonstrates a high level of communication skills, cross functional collaboration, problem solving and conflict resolution
- Demonstrated collaboration skills with a keen understanding of how to drive results
- Excellent communication skills, in French and English
- Excellent communication skills from engineer to CTO
- Can speak and write English fluently and have strong communication and interpersonal skills
- Strong Financial and P&L knowledge and quantitative skills
- Strong presentation skills especially in front of key internal and external decision maker
- Self Management and Team Integration, Ability to self-organize, plan and administration skills and manage multiple priorities
- Excellent English skills, written as well as oral
3
Responsibilities For Application Service Delivery Manager Resume
- Strong strategic skills supported by the ability to think outside the box
- Strong written and verbal communication skills in both English
- Has wide and detailed IT knowledge. Displays good interpersonal skills at all levels of contact and in a wide variety of situations
- Proven ability to communicate effectively with senior leaders
- Preferrably excellent comment in written and oral communication skills in English
- Excellent analytical skills and the ability to get into the details, while also seeing and understanding the big picture
- Strong client-facing, presentation, influential and relationship-building skills
- Proven presenting skills
4
Responsibilities For Junior Service Delivery Manager Resume
- Strong project management skills, and ability to manage multiple projects
- Demonstrated experience managing large, complex server environments containing over 500 physical servers that host over 2,000 virtual servers
- Experienced in managing change and release within a globally operated End User computing environment
- Strong commercial understanding and focus, with experience of managing budgets
- Proven mentoring and coaching abilities, demonstrated ability to motivate & inspire other
- Experience of identifying and implementing opportunities to improve customer service experience
- Proven experience defining project goal and success metrics, and successful execution of the projects
5
Responsibilities For SAP Service Delivery Manager Resume
- Demonstrate a solid understanding of Agile principles and software development practices
- Has a skills combining service delivery, account management and project management
- Demonstrate strong technical capability and understanding
- Demonstrate strong desire and motivation to always be proactive and continuously looking to improve services
- Previous operations experience with demonstrated abilities in leading a sizeable infrastructure or application development team
- Ensure adequate resourcing with the right individuals to effectively deliver all AMS and potential ADS
- Proven experience managing a regional IS support team in a global context
6
Responsibilities For Global Service Delivery Manager Resume
- Proven experience with Productivity Toolsets (MS Office product suite)
- Exemplary communication skills, both written and verbal, ability to chair, facilitate and lead meetings
- Service Transitioned in to the live environment is done effectively and efficiently as per the ITILv3 framework
- Proven leadership experience required, results oriented
- Strong Change Management capabilities with proven track record of delivery
- Prior experience in Windows System Administration and Virtual Desktop Infrastructure support
- Fluent Norwegian language skills (speak and write)
7
Responsibilities For Partner Service Delivery Manager Resume
- Prior experience in SAP Basis administration and support
- Overall 6-10 years of IT experience, of which 4--6 years of professional SAP Global Service delivery/ management experience
- Negotiation, task delegation and organizational skills are required
- Effective team time management and priority planning
- Strong ability to prioritise and execute tasks in a high-pressure environment and make sound decisions in emergency situations
8
Responsibilities For Infrastructure Service Delivery Manager Resume
- Prior client negotiation and presentation experience required
- Interact effectively and positively with all levels of management, staff, member clients and vendors
- Demonstrate knowledge of the client's industry, key business issues, and priorities
- Demonstrate excellent business analytics to perform root cause analysis activities
- Able to lead their team to success through appropriate staff management skills
- Evidence of vendor management experience
- Demonstrated relevant management experience in a customer service role
- Demonstrable written and verbal communication skills; ability to write clear reports on complex issues
9
Responsibilities For Senior Exchange Boundary & Instant Messaging Service Delivery Manager Resume
- Able to communicate effectively to both senior client stakeholders and internal technical staff
- Proficient IT and Computer Literacy Skills
- Advanced Customer Management Skills
- Advanced Quality Orientation Skills
- Great problem solving skills and ability to identify and mitigate risks early on
- Sr Stakeholders management, change management and communication skills
- Create a Development Plan for each report identifying areas of improvement including skills and capabilities
- Team Training, mentoring for skill set development, goal is to develop multi skilled resource
10
Responsibilities For IS Service Delivery Manager for Application Run Resume
- Takes initiative to keep both own and subordinates skills up to date and to maintain awareness of and, in own area(s) of expertise
- Analytical skills, ability to model processes and ability to perform them
- To ensure that colleague development is a priority, focused towards delivering a multi skilled resource pool, using consistent measures to regulate progress
- Proven success in a building and growing strong delivery teams
- Strong experience of managing supplier and service provider relationships
- Analytical and problem solving skills in order to present practical solutions to clients
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