Service Management Resume Sample
Sister Murray
667 Pfeffer Shoals,
Detroit,
MI
+1 (555) 803 3166
Work Experience
Head of Service Management
03/2016
-
PRESENT
Boston, MA
- Work with Process Management to develops process strategy and build stakeholder buy in. Champions process management engagement with key business functions. Gathers requirements. Analyzes possible solutions by toolsets and process
- Reviews and gains approval for the solution with key stakeholders. Accountable for the content of the process model
- Delivers excellent customer service in a standard, governed way
- Represents the EIS shared service organization within Time Warner and leads the process teams for Change, Problem and Release Management
- Fulfills the responsibilities of delivering a process in a compliant and service-oriented manner, ensuring that the goals of EIS are met
- Collaborates with key business stakeholders, Process Management Owners and other Process Service Managers on the development and definition of new processes, procedures and tool improvements. Agree priorities and communicate internally to the Divisions
- Pro-actively manages improvement to service levels and identify cost-reduction opportunities wherever possible
Avp-service Management
08/2011
-
12/2015
New York, NY
- Works with business analysts and process owners to understand current methods of working, industry best-practice and ways to fill the gaps in process capability
- Provide expertise and leadership in process management to their colleagues around any specialist subject areas (e.g. ITIL practices)
- Serve as a resource to assist in training staff and acting as a subject matter expert to peers and other colleagues
- Provide technical knowledge as input into Standards creation, and update on an ongoing basis as services and technologies evolve
- Manage services based on industry best practices, sound solid engineering principles while incorporating both local and global requirements
- Provide Service Management expertise for all facets of IaaS (Infrastructure as a Service) and PaaS (Platform as a Service) to enhance quality and facilitate superior solutions which meet business requirements
- Collaborate with appropriate teams to create and gain approval on global technology standards on an ongoing basis
- Research and keep abreast of industry trends and new technology offerings
- Proven experience of Service Delivery organisation implementation and continual improvement
Intra Group Service Management
02/2009
-
07/2011
Dallas, TX
- Proven experience of running services and capabilities as outlined above, specifically
- Application support (with vendor management where COTS involved)
- Infrastructure support (including Cloud and on-prem)
- Creating and maintaining high uptime solutions that can be quickly, reliably recovered
- Pro-actively managing performance in response to load/demand
- Service desk and supporting process setup and management
- SLA / KPI design and detailed, regular, diligent reporting
- Experience of effective disaster recovery planning and implementation of mitigations
Education
Kent State University - Stark Campus
2004 - 2009
Bachelor's Degree in Computer Science
Professional Skills
- The ability to contribute to strategy development and ensure that execution and strategy are aligned to deliver maximum business value from technology investment
- Excellent relationship building and communication skills including strong networking skills at senior and Executive levels
- Outstanding stakeholders management experience with excellent collaborative skills; good people acumen and leadership experience
- Highly developed interpersonal skills, including excellent influencing and negotiation skills
- Customer service skills - Strong customer focus and follow-up skills are necessary
- Proven, strong and energetic leadership as well as excellent stakeholder management skills with ability to influence at senior executive level
- Excellent command of the English language with strong written and verbal communication skills
How to write Service Management Resume
Service Management role is responsible for leadership, negotiation, interpersonal, english, travel, customer, presentation, analysis, java, architecture.
To write great resume for service management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Management Resume
The section contact information is important in your service management 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 Management Resume
The section work experience is an essential part of your service management 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 management 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 management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Management resume experience can include:
- Run a tight ship services organisation but also liaise seamlessly and flex where necessary to work the delivery organisation in order ensure smooth service introduction
- Strong judgement, analysis and decision making skills
- Fluency in English/ Excellent written & verbal communication skills
- Strong communication and interpersonal skills; technical ability to help drive initiatives and decisions relating to technology
- Excellent negotiation skills in order to tackle escalated issues with stakeholders of relevant internal and external service providers
- Strong analytical skills
Education on a Service Management Resume
Make sure to make education a priority on your service management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service management 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 Management Resume
When listing skills on your service management 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 management skills:
- Proven analytical and problem-solving skills with strong customer service orientation
- Excellent effective communications skills
- Demonstrated experience in a service related role, with Project Management, Vendor Management, People Management skills, Regional IT help desk Management
- Strong coaching, mentoring and managerial skills
- Excellent interpersonal , leadership, networking and influencing skills
- Good analytical skills to aid the trending of metrics
List of Typical Experience For a Service Management Resume
1
Experience For Head of Service Management Resume
- Experience managing stakeholders effectively - building trust and leveraging relationships to benefit customers and the business
- Solid, diverse work experience in IT including experience in Technology Operations / Infrastructure
- Strong experience leading and developing ITIL processes
- Creative problem solving, root cause analysis and innovative thinking skills
- Some basic accounting skills and ability to construct a financial plan
- Experience in IT services including supervisory experience in infrastructure and operations support functions
- Strong focus on customer service and direct experience in developing service level agreements
2
Experience For Avp-service Management Resume
- Define key skills, training, and development paths for a team members
- Negotiation / influencing skills - able to overcome resistance and reach consensus and compromise in order to attain the required objective
- Working experience with ServiceNow, including management of development/configuration
- Experience of working in a complex, changing and matrix reporting environment
- Establish and maintain an effective working relationship with BUK business and service providers; while constructively challenging performance and processes
- Experience with developing and leading helpdesk/service desks
- Good understanding of Rogers products and services including business solutions
3
Experience For Manager, Service Management Resume
- Experience producing and presenting recommendation papers for senior audiences
- Min. 3 years experience working in IT and/or in customer facing role
- Extensive and demonstrable Problem-solving and Decision-making experience
- Experience working across organizational lines to achieve creative solutions
- In depth understanding and experience with CMMI and CobIT
4
Experience For Director, Service Management Resume
- Experience in dealing at “C” Level
- Enterprise view; skilled at blending disciplines in pursuit of a mission
- Solid understanding of metro fiber networks and how to support them
- In-depth knowledge and hands on experience of managing internal/external service providers
- Good Problem Solving approach
- Strong commercial awareness and budgeting
5
Experience For Service Management Director Resume
- Experience of delivering operational improvements through governance and partner engagement
- Maintain the quality and effectiveness of the billing process and information flow
- Hands-on experience in the delivery of Network, Load Balancing and Telecom operations is required
- Reporting experience: financial or quality or web-based
- High-Tech industry experience (software development / hosting)
- Experience in technical process development and ensuring adherence to the developed process
- A strong technical and analytical background, with the demonstrable ability to build, agree and implement product pricing strategies
- Experience in analysis and evaluation of complex information, and using both market and internal information to drive decisions
6
Experience For Service Management Lead Resume
- Ensure the effective management of the BASS Finance Service Desk, Reporting team and Customer Account Management Team
- Proven track record in influencing change and relationship management
- Operate at multiple levels relatively autonomously, working collaboratively with colleagues to affect delivery
- Proven track record successfully managing a Service Management functionAbility to work to tight deadlines and to function successfully under pressure
- Strong on process but able to make sensible adaptations where needed
- Experience of ITIL based IT Operations methodology definition and adoption
7
Experience For Senior Manager, Service Management Resume
- Strong Customer Satisfaction (CSAT) focus
- Maintaining the ToR for the meetings and documenting actions and tracking them for closure
- Setting global standards and methodology for all key areas of responsibility and managing their implementation on a global scale
- Developing a Process Excellence and continuous improvement program including Six Sigma and Kaizen programs
- Creating reports and presentations for Weekly updates, Management reporting etc
- Managing the delivery of a set of Infrastructure services from internal and external providers to ensure optimal performance in line with agreed service levels
- Ensuring High Availability of Infra Services with Minimal Service Disruption through proactive Incident and Problem Management
- Maintaining a calendar of important milestones across Service Management and the Monthly Governance schedules ike Change mgmt, interlock meetings
8
Experience For Service Management Manager Resume
- Creating comms - PPTs, FAQs etc
- Understanding of digital and voice operations
- Bring new ideas and actively support portfolio enhancement activities
- Understanding of service management processes and tools (e.g. incidents, service request, knowledge, problems, configuration, asset management)
- Participate with Billing Operation teams to support the continuous improvement and ongoing operations of the Billing System
- Be Responsible for hiring, developing and retaining talent
- Question existing procedures, being able to point out weaknesses and suggest improvements challenging the status quo
9
Experience For Intra Group Service Management Resume
- Manage the provision of all MI for Service Reviews involving design, preparation and delivery of insightful customer reporting and Management Information (MI)
- Familiarity with managing and allocating resources based on severity
- Define and maintain the overall Service Monitoring and Reporting schedule
- Lead and motivate a team of high performing Service Managers to exceed customer expectations, while maintaining 80%+ Employee Engagement scores
- Play a key role in ensuring integrity of the billing system
- IPv4 networking, IPv4 dynamic routing - especially OSPF and BGP
- Track record of managing or working alongside IT suppliers on behalf of the business
- Get to the heart of issues rapidly and to act decisively while seeing the “bigger picture” and communicating this to the business as a whole
10
Experience For Head of Service Management Australasia Resume
- ITIL V3 Foundations Certificate required. Additional ITIL training/certifications in Service Catalogue or Service Offering and Agreements considered an asset
- An understanding of the compliance and regulatory agenda to meet changing regulatory requirements within Financial Services and wider bank environment
- An understanding of the regulations surrounding IGAs and third party suppliers
- Agree End Market plans including resourcing, scope and timelines
- Manage ongoing service delivery and attain delivery efficiency through ongoing service review with the end users and supplier/3rd party
- Monitor and manage service warranty, including availability, capacity, security, continuity and performance to meet ongoing changes in demand
- Detail oriented - passion for grasping and manipulating information
- Flexibility for varying shift rotations/ support in multiple time zones (24 7 365 Operation)
- An understanding of Information Technology Infrastructure
List of Typical Skills For a Service Management Resume
1
Skills For Head of Service Management Resume
- Absorbs information quickly. Good listening skills and able to make rational judgments in a decisive fashion
- Strong interpersonal, organizational, communications, analytical and planning skills
- Excellent people management and stakeholder engagement skills
- Excellent English language skills (bilingual an added benefit)
- Previous experience in service or operations management, including experience managing third party suppliers
- Superior written, oral, communication and presentation skills - ability to prepare high quality reports for MIT stakeholders, including senior management
- Prior experience working for a service provider
2
Skills For Avp-service Management Resume
- Excellent knowledge and practical experience of ITIL Service Management and Continual Service Improvement
- Demonstrable experience of effective vendor and cost management
- Microsoft Excel experience (3+ yrs experience)
- Proven experience of diligent crisis management in the event of major issues
- Experience of leading and directing a team of senior managers within a Service and Transitions changing function
- Proven track record of leading high performing teams and driving continuous improvement and innovation
- Experience in developing and managing multiple strategic initiatives
3
Skills For Manager, Service Management Resume
- Experience of working within a global business leading international teams
- Experience at Configuration Data Gathering, Mapping and Transformation
- Experience analyzing and designing business processes
- Experience managing hardware/software assets in federal government environments
- Strong working Knowledge of the Operations businesses
- Strong use of initiative and conceptual thinking
- Thrives on change and demanding priorities
4
Skills For Director, Service Management Resume
- Incident / Problem Management experience (Major and High Impacting Incidents)
- Good understanding of telecommunications/information technology solutions
- Knowledge of relational databases (preferably SQL) and have experience writing database queries
- Works well under pressure and capable of managing priorities
- Commercial experience of working within an investment bank support area
- Extensive experience in the implementation of a ITIL based service management environment promoting a service quality culture across IT
- To create, maintain and enhance effective working relationships with the team, colleagues and internal customers
- Experience managing teams in a service organisation
- Responsible for translating overall strategy into clear direction and priorities for both internal and external stakeholders
5
Skills For Service Management Director Resume
- Ensures team monitors and analyses the operation of systems to ensure the effective delivery of billing information
- Leads troubleshooting efforts on high visibility, high priority issues and coordinate resolutions
- Able to drive a culture across several partners ensuring the customer experience is seamless
- Experience of working in an ITIL environment. ITIL Certifications (v2 or v3) would be advantageous
- Experience of working within an IT Service Management team would be beneficial
6
Skills For Service Management Lead Resume
- Experience managing large IT-enabled change projects
- Outsourcing experience preferably in process management and/or service delivery operations
- Experience with running operations
- Experience in Service Management processes and reporting on SLA metrics
- Well-developed managerial style with strong people development capability in managing virtual teams
- Strong knowledge of SDLC and Software development practices
- Highly skilled in ‘hands on’ management
- IC (intelligence community) industry experience
7
Skills For Senior Manager, Service Management Resume
- Good understanding of business terminology to convey business impact succinctly at a level which senior management understand
- Experience of data collection and associated processes, or willingness to learn
- Experience as a System Analyst with a focus on Data
- Experience in system configuration and SQL
- Autonomous and good sense of responsibilities
- A good communicator able to translate technical or process issues into plain text
- Provides additional support to the business for the Service Management functions operated within the US
8
Skills For Service Management Manager Resume
- Establishes and maintains effective liaison and communication at senior level with business stakeholders. Primary go to function to support the IT Helpdesk
- Excellent commercial acumen and business knowledge preferably gained from within the travel industry
- Extensive experience in service operations and incident management environments
- Understanding and keeping the customer’s needs in mind when taking actions or making decisions.Customer & internal C level stakeholder management
- Handling customer escalations on key issues and providing timely updates
- Working with Customer and PAREXEL Informatics to ensure that contractual obligations and agreed service levels are being consistently met
9
Skills For Intra Group Service Management Resume
- Visiting customers for business review on monthly basis
- Getting quarterly feedback from customers
- Conducting Quarterly Business review and CXO level meetings with all key internal and customer contacts
- Understanding of ITIL processes and how to apply them in a cloud management environment
- Supporting innovation driven by our Investment Management team
- Successfully managed at least 5 direct reports, including interviewing and selection, employee development and ongoing performance management
- Set challenging objectives and holding others to account in delivering these
10
Skills For Head of Service Management Australasia Resume
- Empower decision making whilst providing sound direction
- Work with Service Owner to ensure investment planning and funding of services
- Regular Service Reviews & SteerCo meetings on target attainment of SLAs; including reporting and creation of Management Information packs
- Responsible for the development of solutions to complex billing problems and works with system analysts to integrate these solutions with the existing systems
- Leads the planning and implementing long-term strategic initiatives to ensure integration of current and future technologies
List of Typical Responsibilities For a Service Management Resume
1
Responsibilities For Head of Service Management Resume
- Effective collaboration skills and experience
- Strong MS Excel, MS Project, MS Visio, MS PowerPoint and MS Word skills
- Demonstrated experience in process/project management, execution and change
- Deal with ambiguity; effectively interface and develop internal partnerships
- Team player and communicate effectively both verbally and in written form
- Co-develop and maintain business plan and budget as well as budget management, having a good understanding of managing operating and capital costs
2
Responsibilities For Avp-service Management Resume
- Leads by example in creating an environment that encourages open communication, sharing ideas and building strong relationships
- Experience in building and reporting digital dashboards
- Experience working within a strategic or operational role for a global digital business, ideally within a technology or service environment
- Experience in improving Incident, Problem, Change and Asset Management processes
- Ervice Management experience with at least 5 years directly responsible for process governance and improvement
- Experience in rollout and improvement of Proactive Problem and Knowledge Management tools and processes
- Significant experience in direct management of vendors, RFP development and process management and vendor lifecycle management
- Build effective relationships with peers in the service providers’ organisation
3
Responsibilities For Manager, Service Management Resume
- Interpret business priorities and understand business needs
- Overseeing the day to day operations of the Justice Shared Services Service Desk including performance reporting on related KPIs
- Monitoring and reporting on the performance of deliver teams
- Working knowledge of a software development life cycle required
- Understanding of the purpose of ITIL and is able to practically apply the ITILv3 framework to the Moodys environment
- Plans, organizes and directs activities related to staffing, including hiring, orienting, evaluating, disciplinary actions and continuing education initiatives
- Play a key role in directing and resolving incidents whilst they are running
- Accountable for service management including Global delivery reporting and account financial reporting for multiple locations
- Support day-to-day Service Delivery Management, be responsive and act pro-active regarding any issues arising outside normal service deliver
4
Responsibilities For Director, Service Management Resume
- Drive performance through strategic overview, identification, evaluation, planning, stakeholder buy-in, execution, completion and tracking
- Focuses on driving value for the client in global reporting
- Create and embed an innovation framework for the wider Investment Management Operations team, focusing on the following 4 key pillars
- Actively participate in the firms’ performance management and development process co-developing Annual Plans with appointed counsellor
- Cost saving due to network optimization
5
Responsibilities For Service Management Director Resume
- Engage with local Moody’s tech support, localized vendor support, and Moody’s engineering as required to troubleshoot and resolve issues
- Engage with Moody’s AV engineering to maintain currency of Moody’s AV/VC Service Catalog
- Maintain integrations points with Moody’s specific conferencing and reservation systems
- Work in a fast-paced environment, with frequently changing requirements
- Set global standards and methodology for all key areas of responsibility and managing their implementation on a global scale
- Develop a Process Excellence and continuous improvement program including Six Sigma and Kaizen programs
- Identify key partnerships for GSM delivery, including BPO’s
- Partner with key support functions including HR, Finance, IT and GBS to implement globally consistent processes
6
Responsibilities For Service Management Lead Resume
- Success in developing Senior Relationships and business growth
- Function as top-level contact to assist end users in determining IS requirements and solutions
- Produce a learning and development plan for discussion with line manager
- Gather information regarding performance by the Service Providers and escalate any discrepancies to the Service Manage
- Change Management - coordinating of change functions and activities
- Service Level - maintaining the availability and reliability of IT services
7
Responsibilities For Senior Manager, Service Management Resume
- Availability – analysis of existing availability issues and problems
- Patch management – management of end to end patching lifecycle and coordination for Servers
- Manage customer engagement(s) and relationships while providing overall leadership to your team
- Extensive knowledge of end to end BSS & billing operations
- Programme & project management of customer deliverables; including project statements, business cases and low-level project plans
- Undertakes operational performance reporting -> service, trends, costs & improvement plans reviewed with the business
8
Responsibilities For Service Management Manager Resume
- Support mobilization activities, such as SM training
- Drive first draft of client facing reports to final approval
- Manage and support the delivery of IT services to agreed service levels following ITIL framework
- Willingness to work on call and be available during off business hours and weekends to support critical Operational issues
- Platform Roadmap developed and maintained
- Platform adoption by platform and product teams
9
Responsibilities For Intra Group Service Management Resume
- In telecommunications and network technologies
- Challenge status-quo and existing processes and devise new ways of workings as appropriate with a view to eliminate redundant process steps, cut down waste and improve efficiency
- Building a consistent and effective process performance management philosophy, including SLA’s and KPI’s, dashboards and reports. These measurements to be multi-tiered including at business level, BPO level, GBS level
- Ensure a robust and consistent process level governance, compliance & risk management program including operational and transition, and fully aligned with SOX and other compliance requirements
- Engaging a community of GSM regionally based team members to drive consistency & best practices, prioritize needs, drive & monitor efficiency of global processes, and continue to identify & implement continuous improvement opportunities
- Identifying key partnerships for GSM delivery, including BPO’s
- Coordinate resource planning and future resource requirements with program management team’s rolling forecast to optimize employee and contractor mix
- Drive Quality related programs like Idea generation drive and bring about a Quality mind-set within the delivery teams
- Comply with company’s Global IT Policies and Procedures
10
Responsibilities For Head of Service Management Australasia Resume
- Lead the development, implementation and continuous improvement of Thermo Fisher’s Service Management global processes: people, process and systems
- Account Growth & Revenue retained
- Reduction in ticket rate
- Responsible for escalation management for EBU’s most valued customers
- Experienced Service Management leads providing cross functional ITIL services management services including Service Governance and Reporting, SLA reporting and compliance, Incident, Problem, and Change Management, Coordination and leadership of cross functional continuous improvement initiatives
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