Service Delivery Specialist Resume Sample
Carrie Mayer
1718 Lina Way,
San Francisco,
CA
+1 (555) 377 4000
Work Experience
IT Service Delivery Specialist
05/2018
-
PRESENT
San Francisco, CA
- Work with Vendor to collect assignee information or prepare Company documentation for work authorization process
- Obtain wet signatures and stamps through HR coordinators and local administrative assistants
- Record date received in LinkE and ensure appropriate Payroll activation
- Coordinate immigration for local hires who are foreign nationals when required
- Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform
- Monitor e-mail queue and log all e-mails within the ticketing system
- Monitor ticket queue and follow-up on open tickets within designated time frame
Service Delivery Specialist
10/2013
-
12/2017
Philadelphia, PA
- Monitor alerts and maintain proper escalation procedures
- To support the IT Service Delivery Manager, US in coordinating IT Operations in Allen
- To initiate service changes
- To execute according to the local business needs
- Execute IT Operations in KONE Allen
- Proactively monitor, change daily incidents to ensure that SLA's are being met
- Handle/manage escalated incidents and be able to interact with KONE ITO teams, KONE solution owners, and vendors
- Collaborate and develop relationships with internal/external teams
Senior Service Delivery Specialist
05/2011
-
05/2013
Boston, MA
- Participate in root cause analysis and identify any gaps or process improvements in service
- Collaborate with our outsourcing suppliers
- Handle the IT responsibilities of site moves
- Communicate proactively to end users
- Manage hardware changes (PC’s, servers, other IT related equipment)
- Service management of IT Operations
- Capacity management of IT Operations
- Change management of IT Operations
Education
Indiana Wesleyan University - Kokomo Campus
2005 - 2010
Bachelor's Degree in Computer
Professional Skills
- Knowledge of developing and managing continuous improvement programs. Strong analytical skills to support independent and effective decisions
- Self-motivated, excellent attention to detail & problem-solving skills thriving in a fast-paced environment
- Service, project and results-orientation, with strong analytical and problem solving skills
- Proficiency with Microsoft Office Suite, including strong excel skills
- Strong account management, customer support and stakeholder management skills
- Experience with stakeholder management, written and communications skills
- Excellent customer service and communication skills both verbal and written
How to write Service Delivery Specialist Resume
Service Delivery Specialist role is responsible for analytical, interpersonal, microsoft, basic, procurement, database, troubleshooting, windows, payroll, telecommunications.
To write great resume for service delivery specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Specialist Resume
The section contact information is important in your service delivery specialist 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 Specialist Resume
The section work experience is an essential part of your service delivery specialist 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 specialist 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 specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Specialist resume experience can include:
- Skilled in communicating technical and non-technical concepts effectively, both in oral and written Proactive and self-motivated
- Interpersonal and communication skills to establish excellent working relationships with a wide variety of people
- Troubleshooting skills of basic IT issues
- Demonstrate extensive technical hands-on experience working in large Trader Voice environments
- Demonstrated experience writing business requirements to develop digital solutions
- Demonstrable skills and understanding of the following technologies: SAN, NAS, Linux, Solaris, Virtualisation, Wintel, Oracle, Sybase, SQL
Education on a Service Delivery Specialist Resume
Make sure to make education a priority on your service delivery specialist 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 specialist 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 Specialist Resume
When listing skills on your service delivery specialist 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 specialist skills:
- Experience in a Service Delivery function, including solid experience of dealing with Customers, typically gained over 3-5 years
- Good networking skills to work and communicate with different departments and people
- Strong interpersonal and communication skills, both verbal and written in English
- Strong numerical and analytical skills with keen attention to detail and a successful ‘right-first time’ approach to work
- Demonstrated skills and the ability to work with people at all levels in the organization
- Strong communication skills with the ability to describe technical issues in end-user understandable terms
List of Typical Experience For a Service Delivery Specialist Resume
1
Experience For IT Service Delivery Specialist Resume
- Experience working in the support of critical IT Operations, including hybrid manufacturing and service-center/offices environments
- Enhance the expectations of internal/external customer experience within the IT Service Support Team
- Look to continually improve the IT Service Support Team so to meet or exceed customer experience
- Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization
- Consistent with corporate IT guidelines and architecture, participates in the definition and implementation of IT solutions to meet objectives and priorities
- Prioritize and drive delivery of solutions to support multiple senior stakeholders under time, budget and resource pressures
- Monitor and control priority 1 and 2 calls (Incident Management)
- Ensure effective change management processes are in place for any new infrastructure of system changes at a local level
2
Experience For Service Delivery Specialist Analytics Resume
- Ervice Delivery Project Manager experience
- Office365 implementation experience, particularly Sharepoint apps, permissions management, Onedrive, Skype-for-Business
- Knowledge of the DISO principles and experience in formal investigations and related process
- Understanding of Microsoft SQL Server, networking and storage technologies would be a distinct advantage
- Collaborating with broader organisation to generate and understand holistic performance management data
- Partnering with strategic vendors to drive continuous improvement across the Service Management Process
- Fueling the company culture and embrace change to strive for success within our organization and our customer’s every day
- Looking for opportunities to automate/streamline activities
3
Experience For Senior Service Delivery Specialist Resume
- Assisting third party teams on server related tasks (Hands & Eyes)
- Ordering IT devices and accessories
- Performs Quality Control on report repository, making updates as needed with ongoing reporting, including premiums
- VC troubleshooting & follow through on escalation of trouble incidents occurring during calls
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes
- Lead role in managing unique (R&D, Manufacturing, Office Complex) site IT services that include infrastructure and application domains
4
Experience For Trader Voice Service Delivery Specialist Resume
- Drive problem management taking ownership of deploying low to medium complexity enhancements
- Responsible for issue escalation of all Production issues by leveraging lead technical resources in all areas including server, aix and SAP
- Assists the internal organization in translating SLA’s in to KPI’s for monitoring
- Basic working knowledge of Shell Scripting
- Coordinate the resolution of end user problems, providing the appropriate level of support and escalating issues as needed
- Drive continuous improvement by recommending procedures and controls for problem prevention and providing feedback to the Solutions Delivery Team
5
Experience For Information & Service Delivery Specialist Resume
- Ensure IT services are delivered according to standard operating procedures and/or agreed Service Level Agreements (SLA)
- Knowledge of routing/switching equipment as well as protocols such as TCPIP, SIP and SCCP
- Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments
- Coach and guide vendors in carrying out deliverables and provide support in following Enbridge processes
- Support vendor during patching, maintenance, upgrades and other related activities associated with the infrastructure service area
6
Experience For Temporary Service Delivery Specialist Resume
- Responsible for providing guidance and support for a range of desktop hardware and software related issues, including peripherals and mobile devices
- Take part or host large Conference calls within Incident Management, Change or Training scenarios
- Provide with timely and relevant weekly operational status reporting for their designated areas of service delivery responsibilities
- Conduct proactive joint-planning with BG users to anticipate their needs and minimize service disruptions through appropriately planned service windows
- Works in all types of weather and environment (Office, Mill, Recycling yard – air-conditioned and non-air- conditioned environments)
- Continuously drives improvement and integration of the site/location IT managing processes
- Integrates IT and Control Systems functions to optimize support of the manufacturing processes at the site (e.g. Process Control Network and Cyber-Security)
- Ensures uptime of IT services including Data and Voice networks as well as key software applications
- Oversees the resolution of end user problems, providing the appropriate level of issue escalation as needed
7
Experience For Assistant Manager Service Delivery Specialist Resume
- Flexible approach to out-of-hours working
- Provide review, evaluation, escalation and mentoring to Service Desk vendor partner analysts
- Drive resolution of major incidents to the quickest possible service restoration in partnering with the internal & external teams
- Assist Service Delivery Leads with various tasks requiring additional follow up
- Effects of decisions are long-lasting and heavily influence the future course of the organization
- Serves as consultant to management and special external spokesperson for the organization on major matters pertaining to its policies, plans, and objectives
- Ensure OLA’s and SLA’s and in alignments with and capable of delivering services within contracted timeframes
- Manage multiple projects and shifting workloads in a fast-paced environment
- Understands the nuances of contracts and holding vendors accountable to turn around problem relationships
8
Experience For Associate Service Delivery Specialist Resume
- Knowledge of Banking and Financial industry
- (SCCM, Powershell scripting knowledge are a nice to have)
- Knowledge of parts ordering System
- Reimage computers using SCCM
- Has worked at a site supporting end users
- Provide subject matter expertise and oversight during delivery of complex changes within the domain in collaboration with other operational groups
- Support the delivery team as escalation point for Tier 3 assistance, incident troubleshooting and resolution
9
Experience For Petrotechnical Service Delivery Specialist Resume
- Review and accept documentation including SOP, support guides and other technical documentation produced for the service area
- Forward thinking and can show agility to frequent change
- Assist in the recording and maintenance of an accurate inventory of all IT hardware and software
- Performance management of IT Operations
- Ensure the required level of service management provision is in place to support the Enterprise
10
Experience For Murex Service Delivery Specialist Resume
- Ensure adherence to Service Management Processes by all teams within PAREXEL
- Create Adhoc, Management and Availability reports on request
- Manage the teams tickets queues, emails and task monitors that support the IT Service Support Team workload
- The ability to write technical and non-technical incident reports post Major Incidents
- Perform all first line Service Delivery tasks and activities consistent with the policies and procedures of the Service Delivery function
- Execute IT Service Delivery strategy and plan for supporting the respective IT service domains as directed by Regional Service Delivery Management to ensure that overall Regional IT service level targets are met or exceeded
- Perform level I root cause analysis RCA and interpretation of complex technical situations for business-focused stakeholders, including effective corrective and preventive actions
List of Typical Skills For a Service Delivery Specialist Resume
1
Skills For IT Service Delivery Specialist Resume
- Good process management skills. (ITIL, Agile/Scrum)
- A good listener with the ability to apply the knowledge gained effectively
- Intermediate experience and skills in Database Management and Development
- Proven ability to work effectively across multiple groups and stakeholders
- Proven experience working within high performing Infrastructure team, with a collaborative style of working
2
Skills For Service Delivery Specialist Analytics Resume
- Proven experience working on global, cross functional teams or projects
- Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
- Effectively manage multiple client relationships simultaneously
- Proven Technology leadership experience
- Telecom experience OR 2-4 years of experience with Bachelors in Telecommunications or related field
3
Skills For Senior Service Delivery Specialist Resume
- Computer Skills to include Word & Excel
- Opportunity to develop vendor management skills
- Demonstrated experience in Service Delivery operations
- Strong ITIL execution experience
- Work independently and demonstrate effective initiative
- Build relationships and work effectively with cross-functional, international team
- Communication skills to drive the conversation on both operational as well as on tactical level
- Related work experience (or an equivalent combination of work experience and education)
- Planning and organizing, Project Management experience
4
Skills For Trader Voice Service Delivery Specialist Resume
- Experience in monitoring and managing SLA agreements with vendors/partners, including regular feedback, actions, reporting, etc
- Demonstrated working knowledge of TCOM– Data: Networking, LAN/WAN, Voice: PBX, VOIP, Video Conferencing is desired
- Knowledge and experience of executing and managing an outsourcing engagement
- Demonstrated working knowledge of TCOM– (Data: Networking, LAN/WAN, Voice: PBX, VOIP, Video Conferencing) is desired
- Flexible Multi-tasking - handle short-term deadlines and conflicting priorities
- Experience working with and managing third parties
5
Skills For Information & Service Delivery Specialist Resume
- Demonstrated understanding of outsourcing business strategies and best practices
- Demonstrated working knowledge of MS Windows Server and PC operating systems and hardware is essential
- Demonstrated working knowledge of MS Windows Server and PC operating systems is essential
- Experience either managing or supporting technology projects as an Analyst/Project Manager
- Experience managing and writing standards and procedures for Incident, Problem and Change management
6
Skills For Temporary Service Delivery Specialist Resume
- Experience in customizing and deploying formal multilanguage communications as official IT channel to the organization
- Strong customer focus. Meeting Commitments / Managing Performance
- Provides leadership for site implementation projects ensuring site/business needs are met while leveraging efforts to optimize effectiveness
- Experience with voice recording integration
- Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
- Experience of ITSM software applications and tools, analysis, and reporting
- Experience of using an IT service management toolset, Servicenow ideally
- Relevant IT Service Delivery experience with a multinational company, ideally with communications marketing
7
Skills For Assistant Manager Service Delivery Specialist Resume
- Experience in working in a global and virtual environment
- One (1) to three (3) years of experience dealing with customers needed
- At least one year of experience working with PeopleSoft HRMS application or similar software
- Experience managing SAAS solutions integrated with enterprise applications such as identify and access management
- Experience within an onsite IT customer facing role or similar
- Exposition to Change Management requirements, including experience as trainer
8
Skills For Associate Service Delivery Specialist Resume
- Personal computing support experience desirable
- Hands on experience with Reporting/BI Tools
- Recommend, implement and measure the effectiveness of the shared service model, leveraged as solutions to meeting business needs
- Experience in progressively technical environment supporting change management best practices is required
- Provide an initial point-of-contact for internal SDL employees, ensuring that the end-to–end customer experience is positive, consistent and high quality
- Effective monitor, control and reporting so to ensure service delivery is achieved to agreed levels of customer satisfaction
- Works closely with corporate functions and businesses to establish and maintain a common understanding of IT objectives, priorities and affordability
- Knowledge and experience withn profile mananagement
- Knowledge and experience with XenApp
9
Skills For Petrotechnical Service Delivery Specialist Resume
- Knowledge and experience with XenDesktop
- Demonstrated ability to stay current on software trends and innovations
- Call Center/Service desk experience
- Cable plant management experience
- Experience in deployment of massive infrastructure changes (Active Directory, IP reconfigurations, operating system upgrading, hardware replacement)
- End-to-end End-user computing support experience
- Experience working with offshore SAP support
- Experience working with offshore AIX and Server teams
- Has experience with managing escalation and resolution of Production Issues
10
Skills For Murex Service Delivery Specialist Resume
- Knowledge and experience in managing IT hardware inventory along the whole lifecycle and supported by specific tools
- Experience with Windows and/or NIX administration
- Experience with Health and Welfare benefit plan administration
- Strong self-starter, quality conscious, committed to deadlines
- Outsourced team management to ensure effective resource utilisation across the portfolio
- Experience with Statement of Work contracts
List of Typical Responsibilities For a Service Delivery Specialist Resume
1
Responsibilities For IT Service Delivery Specialist Resume
- Effectively partners with client to prioritize open issues, oversees fix and enhancement work, and maintains all of those items on an open items log
- Team work, strong interpersonal skills
- Works collaboratively and is able to communicate effectively
- Demonstrate extensive hands-on experience with Trader Voice features and how different business groups utilize them
- Demonstrate extensive experience with trader voice system migrations and refresh projects
- MS/MBA desired or equivalent working experience
- Relevant IT Service Delivery experience with a multinational company, ideally with communications marketing
- Experience
2
Responsibilities For Service Delivery Specialist Analytics Resume
- 3) RES powerfuse knowledge. At least some experience required
- Experience with Service Management techniques and principals
- Use experience and seasoned judgment to suggest approaches that optimize customer needs, business constraints, and technological realities
- Skillfully navigate major incident pressures and use times of stability to drive improvements and solve problems
- Strong knowledge of ITIL v2 or v3
- Experience with Remedy (or other ITSM systems)
- Able to Configure switches Windows 95/XP/7 and 10 experience
3
Responsibilities For Senior Service Delivery Specialist Resume
- Good knowledge of customer and service oriented mindset
- Strong knowledge of CIRRUS, PRISM, EASY, & CSAS
- Experience in financial, retail or sales
- Strong proficiency in Microsoft Office product suite
- Systems integration experience in a large complex organization
- Experience in project management
4
Responsibilities For Trader Voice Service Delivery Specialist Resume
- Experience in IT infrastructure management
- Experience within an IT or Application support environment
- Experience in Business Analysis
- Experience with dial tone integration via QSIG and SIP
- Manage multiple projects/priorities concurrently to work under pressure to meet tight time commitments
- VM Server experience
- Defining architectural standards in a Polycom Skype for Business VC environment
- Tracking of all change management for the production environments and coordination the change management call and approval
5
Responsibilities For Information & Service Delivery Specialist Resume
- Improving customer service procedures, policies, and standards
- Supporting service recovery from incidents and crises
- Managing service introduction and project transition
- Working knowledge of WSUS
- Working knowledge of AD (Active Directory)
- Participating in an on call rota system shared with the Service Leads
- Management of client business relations including: billing under the service level agreement, exception service billing, service credits, change order billing
6
Responsibilities For Temporary Service Delivery Specialist Resume
- Regular status reporting from the external teams and reporting back to the IT & Business Management teams
- Familiar with quality evaluation methods, tools and techniques such as user acceptance testing (UAT), unit and integration testing, etc
- Assists other IT teams (Active Directory, Exchange, Server, Storage, Networking, etc.) to ensure customer requests are being met in a timely manner
- Payroll printing and shipping process for all client payrolls
- Monitor and manage ordering of office and shipping supplies
- Deploying software to desktops/service using automated software and deployment tools
7
Responsibilities For Assistant Manager Service Delivery Specialist Resume
- Deploying software to desktops/service using automated software and deployment tools
- Advanced proficiency in spreadsheet, database, flow charting, and word processing software
- Risk Management champion for the team – scheduling meetings, ensuring risks are up to date and actions are completed
- Basic proficiency in spreadsheet, database, flow charting, and word processing software
- Provide direct technical support to team members and centers on IT related issues to ensure the silent running of IT systems
- Assist in the creation of documentation regarding EHR system usage
- Partner with global, diverse, highly technical internal and external teams supporting applications within Keysight
- Liaison with the product vendors for ongoing product issue
- Coordination of resources for SAP Upgrades, patching, server patches, AIX patches and DB2 fixpacks and upgrades
8
Responsibilities For Associate Service Delivery Specialist Resume
- Accommodates any existing Service Improvement Plans / Programs
- Support customer and internal projects pertaining to Asset Management as needed
- Key role in managing unique (R&D, Mfg, Office Complex) site IT services that include infrastructure and application domains
- Handle all escalated callers seeking resolution on service issues
- Support Microsoft operating systems and various mobile device platforms
- Log and track all incidents through resolution in Remedyforce; escalate according to documented escalation procedures
- Use remote desktop solutions to perform support and troubleshooting of issues
9
Responsibilities For Petrotechnical Service Delivery Specialist Resume
- Ensures quality and consistency with the IT Ticketing System – Cherwell
- Focus on customer service, troubleshooting and immediate time-bound response for the end user
- Establish metrics and key performance indicators for existing services and processes to identify opportunities for improvement
- Assist in auditing new client paperwork to support team for setup
- Build synergy with a diverse team in an ever changing environment
- Expert knowledge of computer operating systems
- Provide mentoring and peer review to vendor partner team members
- Basic understanding of ITIL Processes
10
Responsibilities For Murex Service Delivery Specialist Resume
- One (1) to three (3) years in a customer facing
- Design, develop and maintain CACI EUSD processes and procedures using ITIL IT Service Management framework and industry best practices
- Central support for whole IIT workplaning for Atos GDC and Atos Polska
- Backoffice support (Share Point and Source web pages administration, reporting)
- Build and maintain collaborative working relationships with Information Technology personnel and vendors
- Build and maintain collaborative working relationships with Information Technology personnel and vendors… and internal customers
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