Service Level Manager Resume Sample
Domenica Casper
3218 Smith Expressway,
New York,
NY
+1 (555) 744 3334
Work Experience
Service Level Manager
07/2015
-
PRESENT
Phoenix, AZ
- Obsessive focus on the overall quality of the customer experience and management of customer expectations. Establishes and maintains customer confidence and trust in GMTI’s ability to deliver, technical capability and knowledge
- Assists with the execution of GMTI’s Emergency Preparedness plan for business continuity including coordination of logistics for Away teams
- Review the OLA’s on an annual basis and discusses all issues experienced by business and to update the OLA with the discussed changes
- Obtain a thorough understanding of the business unit’s strategy and explain it to team members in such a way that they understand the contribution they have to make
- Ensuring all backend agreements for SLA’s are established, including Operational Level Agreements, Underpinning Contracts and also agreements for the IT Service Management processes
- Responsible for developing and maintaining the Service Catalogue, working with Service Transition, Service Management and individual product teams to ensure the service catalogue is kept up to date and current
- Experience
- Experience in successful delivery against commitments and deadlines
- Build long-term relationships with internal colleagues
IT Service Level Manager
04/2011
-
03/2015
Houston, TX
- Private medical package and insurance package
- Cinema & trips for IBMers
- Summer camps for children
- Fluent German (mandatory requirement)
- Continuous improvement (always looking for new and more efficient ways to get the job done)
- Represent Pomeroy in a positive and professional manner to the Client(s) in all forms of communication
- Resolve daily issues of a complex scope that impact the team and overall business objectives
- Develop and update plans for new product/service releases
Service Level Manager With German
09/2006
-
12/2010
Detroit, MI
- Experience supporting IT business applications or infrastructure
- Experience executing IT Service Management or ITIL
- Provide advice to/consult with ManTech’s Program Office personnel and contract requirements of service level management
- Drive the establishment and maintain OLAs, KPIs, SLA’s, Underpinning Contracts and agreements for the IT Service Management processes
- Evaluate, analyze and report service level metric results, coordinate activities to resolve performance variances and refine SLM’s as needed to support the organization
- Designs and documents the Service Level Management process, policies, rules and guidelines. Is the author of all process related documents; document owner is always Global Process Owner
- Defines and documents the Global Standard KPIs, reporting and key controls for the Service Level Management process
- Assists the Service Level Management Global Process Owner in driving service management best-practice and ITIL process standardization across all Global Business Units
- Assist the Service Level Management Global Process Owner in ensuring consistent end-to-end application of the Service Level Management process across all Global Business Units and Departments
Education
Murray State University - Paducah Regional Campus
2000 - 2005
Bachelor's Degree in Business Administration
Professional Skills
- Excellent analytical skills with demonstrable experience in diagnosing and acting upon improvement areas highlighted through trend analysis
- Strong analytical skills, report writing
- Demonstrable experience of building, maintaining and publishing Service reports that demonstrate performance against SLA and KPI’s
- Influential communicator with good persuasion and negotiation skills
- Experience managing external service providers for development and ongoing support
- Skilled professional in providing detailed ‘Business Intelligence’ on the Management Information to enable informed decisions at Senior Executive level
- Interface between the business and IT component teams ensuring the required IT capability is in place and delivers to the business needs and priorities
How to write Service Level Manager Resume
Service Level Manager role is responsible for software, analytical, english, security, credit, training, integration, database, trading, analysis.
To write great resume for service level manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Level Manager Resume
The section contact information is important in your service level 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 Level Manager Resume
The section work experience is an essential part of your service level 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 level 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 level manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Level Manager resume experience can include:
- Review vendor monthly reports, discuss, align prior to the Governance meeting
- Validate, review and set up new service levels and reporting
- Demonstrate a positive impact on the operating efficiency of the area
- Experience of managing multiple IT services in a financial services company
- Ensure that SLM processes are effective and efficient
- Validation and coordination to set up SLAs in service now
Education on a Service Level Manager Resume
Make sure to make education a priority on your service level 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 level 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 Level Manager Resume
When listing skills on your service level 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 level manager skills:
- Negotiating skills, staff performance management skills, financial acumen
- Demonstrated strong initiative and communication skills
- Validate contract and billing method for all support requests
- Experience of working as part of an IT Service Management team in a complex and matrixed corporate environment
- Excellent attention to detail and a meticulous eye for identifying inconsistencies / inaccuracies
- Experience of managing complex/multiple IT services in a Financial services company
List of Typical Experience For a Service Level Manager Resume
1
Experience For IT Service Level Manager Resume
- Responsible for ensuring that processes are fit for purpose, efficient and effective and align with business requirements
- Build effective relationships with Experian UK&I client support teams
- Good knowledge of ITIL disciplines and processes
- Creating and maintaining a knowledge base, support scripts, documentation and procedures
- Assists the Service Level Management Global Process Owner in driving cost optimization for the process
- Assists the Service Level Management Global Process Owner in driving cross-account process standardization
2
Experience For DSI Service Level Manager Resume
- Day to Day processing of Incident tickets via Deutsche Bank's in-house call management system in an ITIL aligned environment
- Contribution to the teams overall performance target for SLA's (Service Level Agreements) relating to call pick up/response times and aged tickets
- Accountable for establishing the policy, process and procedures for the Service Level Management process in conjunction with Process and Service Owners
- Responsible for ensuring that service SLA reports are produced as per scope
- Responsible for the development, realization, and monitoring of one or multiple Service Level Agreements
- Owner of the standard Service Level Management process documentation
3
Experience For Service Level Manager With German Resume
- Key point of contact for Tooling Services departemnt to ensure Service Level Management process and tooling alignment – approver for any tooling changes affecting the Service Level Management process
- Works with Tooling Services departemnt to optimize Service Level Management process efficiency and automation
- Builds ITIL compliant Service Level Management process knowledge in the organization
- Sets up and leads expertise ITIL Service Level Management process forums with process experts from the Global Business Units
- Assists the Service Level Management Global Process Owner in standardization to enable offshore targets
- Provide high level support to the GED business users
4
Experience For Service Level Manager With French Resume
- Extensive intra-bank liaison, especially with the business areas In-depth knowledge and ability to support of Risk, PnL, Trade Life Cycle, Market Data Services, Trading Systems and Market Feeds, specifically Bloomberg and Reuters, and other in-house Apps
- Assist with upgrades and deployment of the platform changes across the suite of business applications
- Helps develop implementation plans; performs implementation support activities; assists with implementation of schedules and action lists
- Assists in the introduction of the new business processes to ensure a seamless transition from old to new
- Align client expectations/requirements to IS service delivery capabilities
- Minimise penalties payable on SLAs
5
Experience For Junior Service Level Manager Resume
- Ensure the SLM processes are integrated to other business processes
- Assist the Enterprise BU with contractual functions
- Maintain ISO20k certification for SLM
- Assist product BUs in the compilation of schedules and SLAs
- General SLA queries from all areas of business
- Assist Service Management with SLA/Contract discussions
- Maintain relationships with primary suppliers i.e. Telkom, DFA, Neotel etc
6
Experience For Service Level Manager, Mid Resume
- Execute Service Level Management Process as defined in the DXC Technology Standard
- Establish and define the account SLA framework
- Produce Service Level reports - reports on the company's performance as an IT service provider, related to targets and service level agreements
- Monitor Service Level performance by keeping track of the defined level of service in the contracts between DXC Technology and the clients and the actual delivered level of the services
- Calculate Penalties, Service Credits and Earn-backs
- Manage Service Improvement Programs (SIPs)
7
Experience For RTB Service Level Manager Resume
- Maintain working relationships with Account Service teams, Account Management teams, Technical teams, Service Management teams (internally) and with DXC Technology Customers, 3rd party suppliers and others
- Establish a SLA were not in place scoped to contractual agreements
- Responsible for the escalation of issues and conflicts in relation to the Service Level Management process and its interfaces with other ITIL disciplines and other service or business functions
- Responsible that the current and future service requirements of customers are identified, understood and documented in SLA and SLR documents
- Responsible for ensuring that service reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
- Have an awareness of business requirements and strategy
- Compilation and maintenance of ITSOE SLA matrix across services
- Preparation of SLM Dashboards as per services in scope
8
Experience For Service Level Manager Resume
- Preparation and regular review of OLA documents with service owners
- Build and maintain Operational Level Agreements with internal and external IT Support functions that underpin the SLA Agreements
- Take a lead role in ensuring the IT Service Management tool aligns with the SLA and OLA requirements and is configured in a way that enables automated reporting
- Perform in depth analysis of the performance against each SLA and OLA to highlight focus areas
- Ensure the relevant functions are aware of and follow up on the focus areas identified for SLA delivery through the established channels and processes
9
Experience For IT Service Level Manager Resume
- Attend Service Reviews with both suppliers and business stakeholders to articulate the current performance levels in the regular Service Reports produced for these areas
- Establishment and maintenance of the Service Level operational documentation which identifies all service levels
- Negotiation of changes to service levels with client, account team and delivery teams
- Negotiates contracted annual improvement requirements with delivery, account team and client
- Prepares contract changes applicable to service levels and follows such changes through the account contract change process to ensure timeliness and accuracy
- Acts as a final checkpoint for all service level performance reports before delivery to the client
- Assesses all service level misses (defaults) for potential relief against contract provisions
- Researches, compiles and presents claims for relief from service level defaults to the client and follows through on such claims to ensure timeliness, alignment to contract conditions and maximised success
- Escalates cases for relief within IBM and with client as appropriate
10
Experience For DSI Service Level Manager Resume
- Advises Delivery Project Executive, delivery teams and PE of recorded defaults, and financial consequences
- Conducts education sessions for all relevant delivery and account teams on an as required basis, to maximise familiarity with, and focus upon meeting service levels, maximising client satisfaction and maximising gross profit
- Reports to the account weekly/monthly performance reviews on progress and issues relating to contracted service levels
- Tracks and reports on historic service level performance and credits/bonuses/earnback
- Ensures that a long term view is taken of service levels and service level management on the account to ensure that IBM maximises all returns over the term of the contract
List of Typical Skills For a Service Level Manager Resume
1
Skills For IT Service Level Manager Resume
- Proven experience of driving service improvement through effective measurement using SLA, KPI’s and SMART objectives
- Strong experience creating and maintaining SLAs
- Experience translating technical specification into business terms for leaders
- Broad knowledge and experience of IT Service Management principles including ITIL and ISO20000
- Industry experience working directly with US based customers
- Experience leading major enterprise application management
- Demonstrate a knowledge of IT service infrastructure and its exploitation in both own and other organisations
- Experience of end user and collaboration technologies
2
Skills For DSI Service Level Manager Resume
- Set Priorities with vendor for all the new projects / Programs
- Coordinate metrics, new processes and re-prioritization with the supplier
- Demonstrated ability to work unsupervised to broad
- Running strategic drives focusing on Collecting and reporting errors and improvements to appropriate teams
- Assisting the Service Level Managers with tasks relating to the technical maintenance of services e.g. ACAs, Certificate renewal and Governance tracking
- Liaising and working closely with service manager, RTB leads and GTOC
3
Skills For Service Level Manager With German Resume
- Understanding of how enterprises connects with their partners including suppliers and/or Dealers
- Performing trend analysis and logging problems where appropriate
- Facilitating Governance and Service level performance meeting with vendors on agreed framework
- Agreeing service level requirements for new services, working closely with the Service Transition and Design function
- Keeping stakeholders informed on progress on MIM incidents, Problem Records, SLA’s, availability, performance
4
Skills For Service Level Manager With French Resume
- Escalating problems pro-actively and ensure all users are kept aware of issues and their development
- Understanding of Project and Change Management processes, service and supplier management methods
- Works closely with the account reporting team responsible for collating and distributing service level reports
- Primarily responsible for writing and maintaining the enterprise Service Level Management Plans
- Analyzes performance trends, identifying bottlenecks, and recommending appropriate proactive action
- Manage escalations, ongoing vendor interaction, including onsite visits
- Manage the complete end to end service, including a full understanding of its assets, components and costs,
- Deliver a focused client service through ad-hoc troubleshooting and problem solving for end user queries
5
Skills For Junior Service Level Manager Resume
- Proactively monitoring Key business desk and providing a solution/root cause analysis in collaboration with Technology groups
- Ensure availability and stability of the service (SLAs), making sure that resources are properly used and initiating corrective action when necessary
- Responsible for ensuring that targets agreed within underpinning agreements are aligned with SLA and SLR targets
- Support the development, delivery, embedding and evolution of the UK&I operating model
- Resilient and adaptable style, track record of remaining calm in demanding circumstances
- Works to create a climate that value learning and risk taking; Develops people in line with strategic organisation objectives
- Works to create a climate that value learning and risk taking; Develops people in line with strategic organization objectives
6
Skills For Service Level Manager, Mid Resume
- Clarity of organizational awareness and understanding of how service stability can be maximized through leveraging technology and process
- Expertise in managing and collaborating with multi location delivery team
- Specialised in depicting processes in a visual, ‘user friendly’ way
- Reasonable technical understanding and an ability to translate business concepts into technical requirements and specifications and vice versa
- Provides management information relating to current and future service level requirements
- Industry Leading ITIL Certifications
- Accountable for resolution of major incidents within SLA’s coordinating with Incident Manager
7
Skills For RTB Service Level Manager Resume
- Able to manage large global teams with multi-cultural understanding
- Responsible for high/Medium/low risk / non impacting change review and approval
- Responsible for the coordination of infrastructure patching on behalf of the Service Level Managers
- Monitor ongoing service management to ensure compliance with SLAs and performance commitments
- Manage dashboard reporting, as mutually agreed to with the customer and documented in the Methods and Procedures Manual
8
Skills For Service Level Manager Resume
- Support and troubleshoot issues with technologies including but not limited to
- Assists in analyzing current business processes in order to improve business processes and meet or exceed service level agreements
- Draft, Negotiate, Assist and Agree SLAs, OLAs and Underpinning contracts
- Compile RFP responses/SLAs and liaising with the bid office
- Manage the SLM process on a day-to-day basis ensuring compliance to ISO20k
9
Skills For IT Service Level Manager Resume
- Compile monthly reports detailing the performance of SLM
- Evaluates and ensures proper staffing levels are in place
- Active contributor in weekly Support Center Meeting
- Hold Service Level review and Service Level Relevance review meetings (incl. presenting DXC Technology's progress on targets to the clients)
- Responsible for ensuring that service performance reviews are carried out as scheduled and that agreed actions are progressed based on scope
- Build and maintain a mechanism for tracking performance against SLA and OLA by Application, IT Business Unit, Supplier and Business Service
10
Skills For DSI Service Level Manager Resume
- Perform regular reviews on existing SLA and OLA Agreements to ensure these remain fit for purpose and relevant
- Conversant with all contractual requirements regarding service levels
- Escalation point for all service level reporting and data issues
- Alerts Delivery Program Executive, delivery teams and PE to service level trends, impending defaults and financial consequences of service level defaults
- Participates in the Service Management Delivery Centre and maintains knowledge of developing trends in service level management
- Utilises service level management trend knowledge to assist the client in evolving service levels to reflect business imperatives
List of Typical Responsibilities For a Service Level Manager Resume
1
Responsibilities For IT Service Level Manager Resume
- Grid computing, distributed application experience
- Demonstrate a high work ethic
- Experience as a Service Level Manager
- Proficient and demonstrated knowledge of ITIL and IT Service Level Management
- Assists with service level planning during system design
- Deliver results which add value to the business stakeholders through strategic decision-making and improvement plans cost, process or technology
- In depth understanding of SLA and OLA agreements and how these are applied and maintained with IT Service structures
2
Responsibilities For DSI Service Level Manager Resume
- Demonstrable background in producing automated dashboards and reports from an ITSM tool (ServiceNow knowledge and advantage)
- Sound understanding of integration & data analytics tools and applications
- Ensures monitoring is performed by relevant teams that meet service level requirements
- Broad understanding of Barclays strategy and business direction
- Python, Pearl scripting
- Follows and maintains local service level management processes
- Participates in audit requirements for service level management processes
3
Responsibilities For Service Level Manager With German Resume
- As ITIL Manager - Service Level management
- Report attainment and potential exposures, related to Service Level Performance, in a timely manner
- Help to ensure quality of service and initiate service improvement processes in case of bad quality
- Review services and activities on a regular basis to
- Act as an initial point of escalation for service issues
- As appropriate support the investigation and resolution of major incident’s and problems
- Receive, analyse and act upon service reports
4
Responsibilities For Service Level Manager With French Resume
- Periodically audit internal service provider processes
- Work closely with service delivery support colleagues to manage workload
- Identify, agree and drive the delivery of opportunities to improve service performance
- Displays curiosity and not afraid to challenge
- Demonstrable experience in IT in large corporate front-office environment, specifically in the area of Desk side for Trade floors in the Financial Services industry
- PnL attribution, scenario stress runs
- Communicate with management and technical details to non-technical audiences
5
Responsibilities For Junior Service Level Manager Resume
- ITIL Service Level Management Certified
- Conversant and accredited with service management and delivery best practices (e.g. ITIL)
- Articulation of IT structure and functions within Barclays and the services and product set of the Group
- Expert in concepts and practices of People Development: Helps others learn as teacher, coach and mentor
- Able to demonstrate effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally – an experienced communicator who nurtures relationships for mutual gain
6
Responsibilities For Service Level Manager, Mid Resume
- Demonstrate a wide knowledge of IT service infrastructure and its exploitation in both own and other organisations
- Broad understanding of Barclaycard / GTIS strategy and business direction
- Demonstrate competence in key areas of management and expertise including communication, staff direction and motivation, financial planning and control, quality management, risk analysis and the achievement of targets
- Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets,
- Demonstrate effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally – a strong communicator who develops relationships for mutual gain
- Take initiative to keep own skills up to date and maintain awareness of developments in the IT industry
- Articulation of IT structure and functions within Barclays and the services and product set of the Group; broad understanding of Barclays Technology strategy, design and business direction; broad understanding of Barclays strategy and business direction
- Demonstrate knowledge of IT service infrastructure and its exploitation in both own and other organisations
- Excellent knowledge of MS Word and PowerPoint
7
Responsibilities For RTB Service Level Manager Resume
- Demonstrate a wide knowledge of IT service infrastructure and its exploitation in both own and other organizations
- Experience in cost management & resource optimization
- Large Project Management/ Agile Scrum Experience
- Expert in MS Excel including the basic development of macros, pivot tables and automated charts
- SQL knowledge is an advantage
- Is able to analyze, diagnose, design, plan, execute and evaluate work to time, cost and quality targets,
- Influence internal and external stakeholders and colleagues to ensure the correct focus is applied on any areas of improvements
- In depth knowledge of development and ITSM processes
8
Responsibilities For Service Level Manager Resume
- End to end proactive management of a portfolio IT services to fulfill business demand and SLAs; manage the delivery of service management and improvement activities which delivers additional value or efficiencies to IT services
- Coordinate technical resources across organizational boundaries to achieve optimum service performance
- Proactively identify and manage issues with service performance, develop and drive the delivery of measured service improvement plans and continuous improvement activities on services
- Accountable for IPC (Incident, Problem, Change) analysis and presenting themes back to Service l Managers, identifying areas of potential improvement to benefit customers, clients, improve efficiency and /or reduce costs
- Accountable for the management of PIR process for high/Medium/low severity incidents where applicable
9
Responsibilities For IT Service Level Manager Resume
- Develop and maintain Service Level Agreements, and deliver the IT Services to agreed service levels and costs, for a portfolio of Low criticality IT services
- Accountable for the on-going maintenance and 100% governance of all relevant service documentation in line with agreed SLM standards on the Service Run Books site for Low criticality services (includes SLAs, Support Models and Service Review minutes)
- Maintain a repository of performance reports provided
- Cooperate with the customer to assess service level and other contractual remedies; initiate and manage the process of service credit requests based on non-compliant performance with respect signed agreement
- Develop Service Improvement Plan (SIP) as appropriate
- Acts as lead stakeholder on project teams to ensure business operational requirements are met. Manages relationships with internal and external stakeholder groups
- Intermediate knowledge and experience in SAP SRM 7.0 classic and extended classic scenario, and with experience supporting the following applications
- Works with project managers, release managers, and others to define pre-launch and post-launch workflow for new projects
10
Responsibilities For DSI Service Level Manager Resume
- Integrates new projects into the support structure, prepares documentation and communicates to staff
- Ensure a culture of service management excellence is developed and maintained
- Identify risks to solution implementation
- Drive the resolution of escalated problems
- At least 2 project implementations in SAP SRM
- In SAP SRM Support
- Languages: Familiarity with HTML, CSS
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