Delivery Service Manager Resume Samples
4.9
(93 votes) for
Delivery Service Manager Resume Samples
The Guide To Resume Tailoring
Guide the recruiter to the conclusion that you are the best candidate for the delivery service manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
Craft your perfect resume by picking job responsibilities written by professional recruiters
Pick from the thousands of curated job responsibilities used by the leading companies
Tailor your resume & cover letter with wording that best fits for each job you apply
Resume Builder
Create a Resume in Minutes with Professional Resume Templates
CHOOSE THE BEST TEMPLATE
- Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS
- Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES
- Instantly download in PDF format or share a custom link.
AF
A Fay
Archibald
Fay
604 Pasquale Port
Philadelphia
PA
+1 (555) 183 7375
604 Pasquale Port
Philadelphia
PA
Phone
p
+1 (555) 183 7375
Experience
Experience
Houston, TX
Area Service Delivery Manager
Houston, TX
Skiles, Welch and Koelpin
Houston, TX
Area Service Delivery Manager
- Manages the workload and assignments of subordinate staff through daily interaction and periodic staff meetings
- Monitors the REMEDY queue
- Works with client for direction and priorities
- Interface with all areas affected by any project in their AOR including end users, computer services, and clients
- Develop detailed work plans, schedules, project estimates, resource plans, and status reports
- Ensure adherence to quality standards and directs and/or provides analysis of trouble tickets to identify root cause
- Manage to budget guidelines provided by program management
Detroit, MI
Junior FM Service Delivery Manager
Detroit, MI
Effertz-Schinner
Detroit, MI
Junior FM Service Delivery Manager
- Escalate critical underperformance to the Account Manager
- Continuously monitor performance through monitoring of data and liaison with other members of the KBR team including quality, HSE and operations
- Share performance scorecards with the LFB
- To deputise for the Services Delivery Managers during absences
- Coordinating and collating the Supply Chain returns for Monthly Reporting - Coordination of KPI mitigations for the Balanced Score Card Reporting
- Working with colleagues to identify actions to address areas of poor performance, ensuring actions are logged on to SharePoint and monitoring their effective implementation
- Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others
present
New York, NY
Hrss China Service Delivery Manager
New York, NY
Bogan Inc
present
New York, NY
Hrss China Service Delivery Manager
present
- Manage and report on the performance of the function utilising key performance indicators (KPIs)
- Productivity improvement processes
- Capacity planning (eg Ensure sufficient resources and right placement of workforce within the team
- Refine the operating model and seek process improvement by reducing effort and maximising results
- Performance and Talent
- Liaise and collaborate with Country Service Delivery, Regional Office, Regional CSC and local HR partners to execute business initiatives
- Identify and implement opportunities for process improvements and further automation
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
East Carolina University
Bachelor’s Degree in Computer Science
Skills
Skills
- Change Management: Skilled
- Process Excellence: Skilled
- Project Management: Skilled
- Customer Focus: Skilled
- Stakeholder Management: Skilled
- Business Acumen: Advanced
- Contract Management: Skilled
- Regulatory Understanding: Advanced
15 Delivery Service Manager resume templates
Read our complete resume writing guides
1
Program Manager, On-demand Delivery Service Resume Examples & Samples
- Coaches and mentors project managers on developing and maintaining project plans, objectives and schedules that support program objectives
- Consults with the sponsoring business unit or units in the development of a clearly articulated vision, mission, business case and resulting Program Charter for the program. Works cross-functionally with business partners, Information Technology partners, suppliers and other teams to ensure successful execution of the program. Ensures projects within the program comply with established company standards
- Develops an integrated plan that includes program deliverables, strategic alignment, total revenue. profit opportunity, enterprise-wide impacts, milestones, risks, assumptions, constraints and overall program investment. Updates program plans, priorities, and project sequencing as needed
- Ensures all project teams working on the program understand and work toward accomplishing the business vision, goals and objectives of the program. Analyzes and evaluates project interdependencies and their impacts to the program. Recommends and implements program improvements to meet changing mission parameters and requirements
- Monitors project execution to ensure that key milestones and financial parameters are met and that projects are delivered effectively to achieve the overall goals and objectives of the program. Communicates program status to participants and stakeholders accurately and on time. Escalates to ensure issues are resolved, as needed
- Optimizes financial, human and other resource allocations between projects and ensures effective resource utilization across the program
- Oversees the financial well-being of the program by analyzing cost effectiveness and exercising cost controls. Develops and monitors the program's budget. Works with business unit to secure funding for program requirements
- Application of industry-based project management methodologies and tools (8 years)
- Building, leading and mentoring teams (8 years)
- General business experience in large, matrixed organizations (8 years)
- Managing complex large-scale business or information technology projects (8 years)
- Requirements gathering and analysis (8 years)
- Working with end-users to define work flows and integrate business processes and technology into effective business solutions (8 years)
- Mentoring other project managers in program and project management (6 years)
- Systems and process analysis, design and deployment (6 years)
- Ability to establish cross-functional, collaborative relationships with business and technology partners
- Knowledge of basic business principles and company goals and objectives
- Knowledge of integration tools and methods
- Knowledge of system testing and test plan development
- Ability to negotiate and influence
- Advanced knowledge of program and project management principles
2
Service Transition & Delivery Manager Resume Examples & Samples
- Significant senior level experience of ISO 20001 / ITIL type service design, transition and delivery
- Major account stakeholder management experience and the gravitas to influence client and internal stakeholders appropriately whilst remaining robust
- Demonstrable experience of driving continuous improvement a service delivery context
- The intellectual capacity and commercial awareness to master quickly the commitments implicit in the contract
- To ability to ensure contracted commitments are met within budgetary constraints
- The capability to identify, drive to closure and oversee the delivery of significant opportunities for incremental business within the account
3
Delivery Service Provider Account Manager Resume Examples & Samples
- Developing and managing the complete procurement and business development life cycle including identification of potential suppliers, contract negotiations, vetting, onboarding, performance analysis, QBRs and compliance audits
- Continuously transforming our mix of delivery providers in order to engineer a delivery network with the highest quality, reliability, flexibility, and lowest cost
- Manage and execute entire cross-functional projects or components of large programs, from start to finish; including data gathering and manipulation and analysis, forward looking supply chain approaches, and communication of insights and recommendations
- Creating and implementing improvements to our transportation network that deliver flexible and efficient products for our customers
- 5+ years of progressive responsibility in transportation, logistics or operations, procurement or related field
- Candidate must be flexible with hours and travel (approximately 30% on average)
- Demonstrable problem-solving, mathematic and analytical skills using data to drive decisions in a business environment
- Demonstrated skill at building relationships
- Demonstrated ability to work in a fast-paced, deadline-oriented work environment
4
Delivery Service Manager Resume Examples & Samples
- Secure an easy buying process from home to home for IKEA customers, and
- Understand and match customers’ needs and expectations now and in the future
- Manage and lead the staff and activities of the Home Delivery Team, including recruitment, coaching, mentoring, training, scheduling, and performance management utilizing IKEA values
- As a member of the Service Business Team, establish After Sales business objectives and methods to evaluate, revise, and implement actions to reach defined goals with the customer needs as a primary focus
- Manage the daily running of Services such as Picking and the Home delivery service, ensuring a great coordination with Logistics and Customer Relations team in the IKEA store
- Support briefing and implementing clear prices and service communication of the service product offer relevant to my store in different media. I do this to ensure that it contributes towards increased awareness and easy buying process for the customer
- Contribute to the development, implementation and evaluation of the Service Business Plan
- Responsibility for defining and producing the terms and conditions of IKEA service products, for the customer. I create the handover documents securing content and tone of voice in a clear way
- Implement and utilize the Customer Service Functional Review, Best Practices and Customer Service the IKEA Way documentations to secure basic operations
- Assist in maintaining the price and service parameters in the sales related IT solutions
- Gather, analyze and use customer insight to contribute to the commercial plans of my store
- Monitor and follow up the performance of our assembly and installation service providers, acting on the result and conclusions of the analysis. I do this together with the Asia TSP and my manager to make future improvements
- Initiate development activities to secure customers meet friendly, helpful and knowledgeable coworkers
- Create an environment, through my own example, where the IKEA culture is strong and where the diversity of our customers and co-workers is valued
- Partner with the Safety & Security to ensure adherence to policies, procedures, and audits regarding inventory integrity, safety, and cash handing procedures
- The ability to bring out the best in people and to motivate and develop the organization. The capacity to choose and develop qualified people
- Ambassador for IKEA working in a way which reflects the IKEA values both internally and externally
- A good track record in getting things done, with a desire to question current ways of working and solving problems
- A deep understanding of the key performance measurement and follow-up tools used to develop the store and supply chain
- Experience in the Service sector at all levels – Operational, Tactical and Strategical
5
Digital Service Center Desk Side Delivery Manager Resume Examples & Samples
- Security+ CE and/or CISSP Certification
- Infrastructure as a Service (IaaS)
- Software as a Service (SaaS)
6
Service Delivery Team Manager Resume Examples & Samples
- Supervise the daily P&L production and control environment, through review of risk and performance metrics
- Control and review of trading data in-flow to the P&L production tool and discussion of this data with the trading desk
- Management of external vendor relationship
- Enhance commentary on daily and monthly P&L, and daily, weekly and monthly balance sheet
- Supervision over monthly balance sheet controls, and ultimate ownership of balance sheet sign off
- Active participation in a variety of change programmes, including risk management system upgrades, and Finance transformation workstreams
- Liaison with internal and external audit teams, ownership of audit points and actions
7
Senior Manager NA Service Delivery Resume Examples & Samples
- In-depth knowledge of work force management systems and forecasting
- Quality management, and performance management
- Executive business presentations
- Up to 30% domestic and international travel
8
Service Delivery / Account Manager Resume Examples & Samples
- 4+ years technical operations management experience, preferably working with UC and contact center technologies
- 4+ years external client management experience
- Demonstrated ability to mentor or lead technical support teams
- Experience delivering premise or cloud contact center technologies including Unified Communications, data network management and operations, and CTI, ACD, and IVR applications
9
Service Delivery Center Manager Resume Examples & Samples
- Works with clients to deliver technology transformations in the way they process and deliver their services within the organization and to consumers
- Manage development of Java services for custom applications and package integrations
- Work with build teams to enhance continuous integration techniques, including build automation, test automation and deployment
- Lead design, development and code reviews
- Clearly articulate both problems and proposed solutions
- Proactively identify issues and present solutions and options
- 3 years of relevant experience working at a financial services company or comparable experience working as an advisor to a financial services company
- Experience with various design and architectural patterns
- Skills in SQL
- Experience with AngularJS, jQuery, HTML5
- Desire to work in computer-related career in which >80% of time is spent working on system-related activity: software configuration, development, workflow design, process design, analysis and quality assurance
- Flexibility and willingness to travel (0%-25%) as well as work in excess of standard hours when necessary
10
Service Delivery Task Manager Resume Examples & Samples
- Manage all Spares & Repairs orders
- Manage ITAR & Export Controls
- Manage stock, obsolescence & Favoweb requirements
- Produce customer reports and survey reports
- Manage tasks allocated by the Service Delivery Managers
- Supply paperwork as required by the customer
- Raise service orders and repair orders in line with contractual requirements
- Progress and report orders
- Provide feedback to the Programme Managers on the progress of their requirements
- Liaise with Engineering and Operations to ensure technical issues and Obsolescence’s are resolved on orders placed
- Prepare quotations
- Understands the supply chain process
- Solid planning & Communication Skills
- Self-motivated, proactive and enthusiastic
- Team Player, Confident and Persuasive Communicator
- Able to time manage & set own priorities
11
Svp-service Delivery Financial Planning & Controls Manager Resume Examples & Samples
- Produce monthly flash, forecast and outlook reporting, review and present to senior management, Technology teams and to the ICG businesses
- Prepare annual and quarterly financial impact analysis of new business investment in Citi’s investment forecasting tools; Book of Work (BoW)
- Deliver strategic improvement initiatives that help identify and drive cost efficiency opportunities by working with application, and infrastructure teams
- Creation of Total Cost of Ownership for Application (TCOA) models, product driver analysis, product variance analysis and rate/volume analysis
- Proven experience at an advanced level in Financial Planning and Analysis environment
- Requires 3+ years in a customer facing/engagement role supporting investment banking clients across all products
- Requires excellent verbal and written communication skills, easily interacting with people across a multitude of backgrounds and levels
- Manage full year plans and periodic forecasts of business expectations
- Working knowledge of ABC (Activity Based Costing)
- Possesses a strong understanding of control environment: ensure accuracy, completeness, and timeliness
- Bachelor’s Degree, with 8+ years’ experience in a financial analysis role preferred or equivalent work experience
- Experience working in a global environment in a complex/matrix organization
- Role will require a proven ability to develop and manage relationships at all levels
- IT literate with a strong emphasis on Excel and PowerPoint
- Experience in financial services preferred, with working knowledge of all investment banking sectors
12
Delivery Service Manager Informatics Resume Examples & Samples
- Within the department, you are responsible for the operative provision of services / IT solutions – currently for the Reporting and Analytics space
- You take the customer requirements, incorporate them in the IT solutions or coordinate the implementation of a new IT solutions
- You are accountable for the delivery of the agreed quality of service and monitor the defined KPI’s
- In addition you establish IT support structures and optimize existing IT support units
- You are responsible for adherence to the quality standards
- As a Solution Manager you are responsible for design and marketing
- Together with the customers, you plan the roadmap of the individual IT solutions, create the project portfolio and plan the necessary budgets
- You are responsible for the conception, implementation and optimization of IT landscapes (platforms) and IT services
- You manage and monitor the service providers and ensure the continuous improvement of the cooperation and, if required, identify suitable service providers
- You initiate projects for the improvement or further development of the services and represent the services as a stakeholder in the project boards
13
Manager Itd-service Level Delivery Manager Resume Examples & Samples
- Leads all activities related to the department's technology services and defines and enforces Corporate IT Standards
- Promotes the continued education, training, and refinement of the department staff
- Communicates appropriate corporate compliance standards and procedures for all department employees
- Supervises and administers hiring and firing, performance reviews and evaluations, staff counseling, etc. for the department
- Department Specific Responsibilities
- Process owner for Service Level Management
- Ensures proper communication of Service and Process Management with the business to understand requirements and future service needs
- Leads the negotiation processes to determine appropriate level of service and service processes. Assesses the future demand for services
- Establishes and manages the IT Service Catalog
- Establishes and manages the IT Service Level Agreements
- Ensure quality services are performed to the agreed SLA
- Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery
- Establish and attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes
- Establishes and implements short and long term strategies to deliver services to customers within reasonable schedules and budgets Connects the business to technology
- Four years in a supervisory/management capacity
- Additional progressively responsible IT experience may substitute for the degree requirement
- Experience with financial budget planning, managing, analysis and reporting
- Experience in Human Resources practices and laws. This includes hiring and firing, conflict resolution, group dynamics, diversity understanding etc
- 5-7 years working in Information Technology
- Experience with ITIL framework, certification preferred
- Excellent Program/Project management skills
- Demonstrable experience of working in a Service Delivery management capacity
- ITIL Intermediate Certification in Service Design or ITIL Intermediate Certification in Service Offerings and Agreements
14
Offboarding Service Delivery Execution Manager Resume Examples & Samples
- Off-boarding analytics and identification
- Offboarding case management
- Offboarding Execution
15
Service Delivery Ops Associate Manager Resume Examples & Samples
- Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
- May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
- Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases
- Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
- Act as subject matter expert for team members, peers and/or clients as assigned
- May act as a point of contact for senior client representatives
- Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
- Required to direct work within clear budget guidelines
- Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
- Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
- Assist with providing operational statistics and escalate operational issues to supervisor
- May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives
- May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues
- May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects
- Manage numerous, complex projects requiring high level capabilities with minimal supervision
16
Service Delivery Center, Manager Resume Examples & Samples
- Foster relationships with client personnel at appropriate levels. Consistently deliver quality client services. Drive high-quality work products within expected timeframes and on budget. Monitor progress, manage risk and ensure key stakeholders are kept informed about progress and expected outcomes. Manage expectations of client service delivery. Stay abreast of current business and industry trends relevant to the client's business
- Cultivate and manage business development opportunities. Understand EY and its service lines and actively assess/present ways to serve clients. Develop and maintain long-term client relationships and networks. Develop relationships with team members across all EY practices to serve client needs
- Demonstrate deep technical capabilities and professional knowledge. Demonstrate ability to quickly assimilate to new knowledge and develop services to meet ongoing client needs. Possess in depth business acumen. Remain current on new developments in advisory services capabilities and industry knowledge
- A bachelor’s degree in computer science, engineering, accounting, finance or a related field; MBA or MS degree preferred
- Demonstrated ability to manage, supervise and build an effective team of technology advisors through all phases of risk technology life cycle, including requirements definition, architecture design, configuration/implementation, conversion and testing
- Deep knowledge of financial products for banking and trading books; understanding of typical capital markets and other banking instruments, their characteristics and uses in the capital markets
17
Service Development & Delivery Manager Resume Examples & Samples
- The changing requirements of BBC production teams at MediaCity
- The overarching technology strategy and architecture direction of the BBC
- The introduction and adoption of new technology
- Be a technology professional with up-to-date knowledge and understanding of the technologies, workflows and interfaces of key media systems
- Have successfully participated in the delivery or running of solutions or products for the BBC or other major broadcast, communications or enterprise IT operation
- Have an understanding of the current editorial aims, policies and priorities of the BBC and ability to translate and align these into supporting technology and resource outcomes and deliverables that reflect an agreed strategy
- Relevant review, analytical and problem solving skills, sufficient to readily assess user needs in order to propose suitable technical or process solutions and any applicable constraints. Ability to use data analysis techniques to inform problem solving
- Experience of implementing new initiatives and process changes, balancing conflicting aspirations with tactical and pragmatic approaches
- The ability to motivate colleagues, encouraging participation in decision making but taking responsibility for decisions made
- Good interpersonal and communication skills sufficient to establish effective working relationships and credibility with internal and external contacts
- Ability to display good written and verbal communication skills, particularly the ability to present technical initiatives and deliverables in a manner that can be simply and clearly understood by non-technical colleagues
- Ability to negotiate and influence potentially contentious issues, to develop positive working relationships
- Possess a working understanding of Information Security Standards, Health and Safety practice and business continuity priorities as they relate to the BBC
- Can demonstrate an approach to work that is characterised by commitment, motivation and energy, with the ability to remain resilient when under pressure
18
Manager, GBS Service Delivery Resume Examples & Samples
- Manage, coach, and provide guidance to direct reports in multiple locations; hire and train new members on the team; maintain and drive a culture of continuous improvement and strong customer service mindset
- Lead projects by developing and executing well-structured work plans, facilitating project governance meetings by leveraging Lean Business Process tools/ methodologies and Project Management tools/methodologies
- Partner with functional/business leaders and IT to assess value propositions; gather requirements and work with various teams to evaluate reporting and analytic solutions to solve business problems
- Prioritize, plan, and deliver reporting or analytic tools to customers per agreed service level agreements
- Manage, train backups, and ensure continuous delivery and maintenance of existing/new reporting or tools
- Collaborate and provide oversight on day to day operations from the offshore team; ensuring deliverables and service levels are met; provide guidance and support on product cross reference activities, continuous improvement, automation, and strengthen customer relationships
- Manage new service delivery transitions utilizing a defined Knowledge Transfer (KT) framework from internal customers
- Bachelor's degree in Business with minor in Information Technology preferred
- 7+ years professional experience required; management experience preferably in a Reporting or Analytic capacity
- Excellent organizational, analytical and problem solving skills, including business process and data analytics
- Demonstrated ability to design, develop, optimize, and integrate analytic solutions of a complex nature across an organization
- Ability to correlate results from data analysis to business processes and drive continuous improvement
- Works with service-oriented mentality to ensure that analyses, dashboards, and reporting are delivered correctly and on time
- Takes initiative and has the ability to lead projects independently without direction from management
- Excellent interpersonal skills, including ability to present and influence at all levels of organization
- Ability to coach team and other members in the organization; managing cultural and diversity differences
- Team player, flexible, and committed to quality process and outcomes
19
Manager, IT Field Service Delivery Resume Examples & Samples
- Design and build field services coverage plans and maps in line with business demand and service level agreements
- Manage field services analysts on site at Intarcia facilities, as well as vendors that will provide remote support or equipment
- Build positive customer relationships with business leaders in support of the Director of IT End User Service Delivery’s vision
- Work with IT Security and Infrastructure and Operations to ensure that Intarcia Desktop and Mobile solutions stay compliant with applicable Life Sciences or comparable regulatory, risk management, and compliance standards
- Proactively identify risks and remediate them, e.g., communicate and enforce policy changes for Mobile Device Management
- Lead team members by example, demonstrating familiarity with current Intarcia ITSM processes and driving their vendor and Intarcia teams to follow standards and policies
- Work with Tier 1 support teams to drive operational improvements, e.g., reducing Mean Time to Repair, eliminating recurring Incidents, volume of requests fulfilled manually vs. automatically
- Work to define and standardize processes around Field Support to ensure a consistent, outstanding experience for Field Users
- Apply continuous improvement practices and disciplines, e.g., Six Sigma, ITIL V3 Continuous Service Improvement, relevant to the Life Sciences industry (or comparable regulatory environments) in support of Intarcia’s operational and strategic IT initiatives
- Fulfill service requests, e.g., laptop provisioning, employee onboarding, as escalated
- Resolve escalated incidents, e.g., Office 365 service interruptions, as escalated. Coach field service analysts to become more self-sufficient, therefore resolving user issues faster
- 7+ years of experience working in IT with experience in building/supporting a Field Services organization, including vendors and service providers
- Remote workforce support
- Life Sciences industry (or comparable industry) experience with regulatory, risk, and compliance requirements, e.g., SOX, 21CFR Part 11, HIPAA, etc
- Hands on experience in the areas of: Remote connectivity, i.e., Cisco VPN for Windows and Mac, Remote collaboration, i.e., Cisco Spark and WebEx, Windows desktop administration, i.e., Windows 7, Windows 10, Mobile Device Management, i.e., iOS tablets and phones, Asset Lifecycle Management
- Can do attitude with willingness to help out in other areas where needed
- Strong customer service mentality and ability to work in a fast paced and dynamic environment
- Excellent written and verbal communication skills, e.g., developing and delivering execute presentations to the CIO
- Familiarity with asset management lifecycle frameworks and procedures in a regulatory environment
- Eager and excited about this work- passionate about unleashing the potential in other colleagues and wants a role that stretches skills with enabling leadership support
- Experience with and a passion for driving continuous improvement
20
CIB Operations Fund Accounting Manager Operation Service Delivery Resume Examples & Samples
- Primary Client facing subject matter expert for Fund Accounting service delivery impacting matters
- Pre-empt (where possible) and manage/resolve service issues and ensure timely communication to the Client (and to Client Service where relationship impacting matter)
- Fund Accounting experience an advantage
- Ability to interact efficiently with Clients and effectively manage client expectations
- Strong written and verbal communication skills with complimentary presentation skills
21
Manager Core Technical Service Delivery Resume Examples & Samples
- Manage a team that provides technical expertise in building project technical requirements, designs infrastructure solutions for projects, helps project mangers plan infrastructure work in projects, and tests/executes INFCOE Core Delivery work across the Enterprise
- Manage global team workload and availability in resourcing the delivery of infrastructure data center technical work on projects following PROLaunch methodologies and utilizing defined infrastructure processes to ensure business objectives are met
- Owns and supports the development and implementation of program management methods, tools and processes; specifically related to the DLVY area of the Data Center Program projects. Drives continuous process improvements related to the application of the Eaton Business System
- Drive continuous improvement in team delivery processes including but not limited to project demand forecasting accuracy, project time reporting and project delivery efficiency; Meet all SLA metrics including established times in BPER production and Remedy requests; Perform monthly review of Metrics/Misses
- Coordinate/Collaborate with other areas of the INFCOE and other delivery COEs within Eaton to support project objectives
- Ensure Project Tracking accuracy and data health on Score Card Metrics
- Help provide risk management planning, risk identification and mitigation in project delivery
- Control quality check process, measuring and improving on defects
- Ensure support handover process occurs for all projects that the team contributes to; Institute/Ensure a quality signoff process with support
- Promote and ensure both individual and team growth through OTJ Training, Lunch and learn sessions, and other means of growth opportunities
- Minimum of 7 years’ progressive work experience in Infrastructure
- Minimum of 3 years of leadership/management experience
- Must have in-depth technical experience as well as strong analysis and problem resolution skills
- Ability to analyze and solve problems independently, quickly, and completely, and to communicate them clearly to upper management
- Ability to create proposals and technical documents and effectively deliver presentations to audiences with diverse backgrounds and levels of technical knowledge
- Can lead and train other team members in technical and process changes in managing the enterprise infrastructure technologies
- Masters degree preferred
- Ideal candidate has degree in MIS/Computer Science or experience in related area
- Technical understanding of Operating Systems, Virtualization, Hardware (Compute and Storage), and Network Load Balancers (Network Switches and Load Balancing)
- Technical understanding of enterprise application software and technologies and how they are architected
- Industry accreditations are not required but are favorable
- Project, Program and/or portfolio management experience
- 5+ years of leadership/management experience
22
Service / Release Delivery Manager Resume Examples & Samples
- Expertise in Electronic Communication protocol FIX 4.4 and SWIFT which used in Financial and banking system
- Expertise in technology ORACLE 11(SQL and PL-SQL) and UNIX (Linux, Sun Solaris)
- Independently able to handle reporting tool Business Objects XI and Informatica without any support
- Good knowledge on Perl and Shell Script
- 10+ years of current and relevant experience within IT industry and Investment Banking
- Four year college degree in Information technology or Computer science
- Certified in Oracle PL/SQL Developer Certified Associate
23
Service Delivery Senior Risk Manager Resume Examples & Samples
- Review/Assess new products, services, asset classes, and operating models and their overall impact on the risk profile of Service Delivery; work closely with OGC, Compliance and other LOB Risk functions to ensure that risk profiles are in line with BBH firm-wide risk parameters
- Assist Service Delivery management in understanding the risk profile (including inherent risks) of their business
- Lead and perform targeted risk and control reviews of operational processes and workflows; Provide advice and actionable recommendations to Service Delivery Management to assist in maintaining a strong risk and control structure
- Leverage existing risk management tools, such as the Incident Database, E&O database and risk and control self assessment database, to assist in causal analysis of risk matters/incidents. Monitor and track corrective action plans, analyze trends and assess root causes of logged items
- Provide support to Service Delivery with respect to control enhancements and process improvements, and participate in integration and implementation of proposed solutions
- Work with the business to ensure the accuracy and completeness of the Risk and Control Self Assessment results and gaps
- Provide subject matter expertise to clients and prospects concerning relationship due diligence
- Actively participate in various management and oversight committees (e.g., SDOC, SDLT, Risk Focus Group, NSWG); Conduct detailed research and investigation to respond to issues raised at such committee meetings
- Monitor divisional KPIs, daily standards, risk metrics
- Effectively manage a local risk management team
- Provide ongoing feedback and coaching to staff to improve individual and team performance
- Manage performance issues and disciplinary process for employees failing to meet team expectations
- Ongoing interaction with senior managers and partners to discuss to review and analyze risk-related matters
- Some client interaction; may be asked to participate in client due diligence meetings or meetings to discuss specific risk related topics
- Interact with regulators, external auditors, industry groups, vendors and/or other networks
- 10+ years of relevant work experience in risk management, operations, external/internal audit or a related discipline in financial services industry
- Professional certification (CPA, CIA) a plus
- Strong written and verbal communication skills, including presentations
- Strong interpersonal, relationship, collaboration, and influencing skills
- Strong listening, investigative, analytical, and negotiation skills
- Ability to mentor and assist staff in skill development
- Excellent risk identification, problem solving and analytical skills
- Ability to manage multiple tasks simultaneously, while meeting deadlines
- Demonstrated knowledge of business concepts and appreciation of business concepts and requirements as applicable to a multi-faceted financial services organization
- Knowledge of relevant legal and compliance regulations for the industry a plus
24
Service Delivery Control & Risk Manager Resume Examples & Samples
- Preparing and supporting Service Delivery Managers (SDMs) for audits and in their response’s to audit findings of their specific work stream
- Developing and implementing the Service Line response to the 3rd LoD Risk Assessment programme. This includes actively influencing the requirement for these and managing the requests generated by the central team
- Developing a keen understanding of the key policies and procedures with which SDMs need to comply
- Working with the SDMs to document key work processes into Standard Operating Procedures (SOP) and program managing the roll out and implementation of these SOPs
- Educating members of the SDM community as to the relevant regulatory requirements with which they must comply and explaining these in an effective and easy to understand manner
- Supporting the process by which operational standards are developed and implemented
- Setting-up and monitoring on-line document repositories for completeness and accuracy, taking necessary actions when shortfalls are identified
- Fulfilling Business Information Security Officer (BISO) duties as determined within the work streams
- Reviewing various policies, understanding vendor contractual obligations, etc
- Providing application governance administration (e.g. managing inputs to application repositories, governance and recertification processes)
- Raising risk management items / requests
- Providing ad-hoc research and support on various technical topics (IT bias)
- Previous / existing experience in application management - beneficial
- Working with the CS Real Estate BISO team to determine IT related governance requirements
- Ensuring that there is an appropriate level of risk awareness and risk culture across CS Operations
- Performing root cause analyses to support process by which operational incidents are appropriately collected, assigned, reviewed and where relevant mitigation completed
- Ensuring that remediation programmes and control initiatives across CS Real Estate can be tracked and challenged
- Previous experience working in the Financial Services / Management industry
- Previous experience in managing risk programmes and dealing with internal audit functions
- Analysis, planning and project management skills
- Works collaboratively within a team environment
- Relationship building and influencing skills
- Previous experience working in international environments
- Person and team management skills
- Experience in developing and managing improvement processes and tools
- Self-confident with strong interpersonal, oral and written communication skills
- Ability to work discretely with sensitive data
- Resourceful with an innovative approach to problem solving
- Fluent in English (written/verbal), multilingual would be beneficial
- Detail oriented with strong business analysis skills
- Process oriented and results driven, able to work under pressure and pro-actively manage timelines and priorities
- Proficient Microsoft Office Excel, PowerPoint and Word skills. Experience with Visio (beneficial)
25
Service Delivery Change Manager Resume Examples & Samples
- Process requests for changes on a regular basis and classify and prioritise the request based on importance, impact and complexity
- Use the schedules to track, manage and report on the fulfilment of change requests
- Capture and report on metrics that relate to the reporting of the volume of changes, types of changes and no failures of changes
- Assist with the identification of the changes required to the SD change control process and collaborate with colleagues on other environments to improve and implement these changes
- Display a client service orientation, but be able to balance delivery with agreed and contracted expectations
26
Manager of Member Experience Service Delivery Resume Examples & Samples
- Responsible for development, implementation and ongoing enhancements to the client survey process(es)
- Responsible for development and maintenance of quality review process, metrics/data and ongoing performance improvement initiatives
- Responsible for identifying and implementing process improvements created from client feedback identified in MLG Survey process as well as quality reviews of SAM and SE interactions
- Must have thorough knowledge of all credit, debit, TMC and E Commerce lines of business to accurately assess performance, coaching opportunities, coordinate training and process improvements
- Define, execute and manage the customer journey with best-in-class experiences across various customer touch-points
- Analyze and manage customer feedback to address service concerns and continually improve the CU Experience
- Communicate clearly and effectually with key stakeholders for all aspects of the business. Must be comfortable reporting information gathered in a clear and concise way that will help influence business decisions that support improving the CU Experience
- Develop monitoring and tracking tools to gauge customer feedback and communicate solutions for improvement to management
- Provide direction and leadership to staff; Guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedures are followed
- Collaborate and maintain interaction and positive relationships with all PSCU departments and vendors; including, but not limited to: MasterCard, Visa, various software vendors, networks, and other processors. Maintain a thorough understanding of all PSCU products, solutions, and systems, including, but not limited to: set-up, implementation, testing, pricing, billing, and reporting
- Lead and/or participate in assigned projects including cross-functional teams in support of PSCU, business unit, and/or department goals and objectives
- Maintain current working knowledge of all PSCU offered products and service applications including its key functions and associated reports
- Maintain an understanding of payments regulations, e.g. Dodd-Frank, and how each relates to their assigned credit unions
- Must be creative, analytical and task driven
- Ability to collaborate and influence process changes across lines of business as well as organizationally
- Ability to design, document and implement processes that support enhanced credit union experience
- Bachelor’s Degree in related field; preferably in Business Administration or equivalent combination of education and experience. Master’s Degree preferred
- Eight (8) years related experience within the financial service industry with payment card products, support services and client relations required. Five (5) years management experience in financial services industry required. FDR experience required. Thorough knowledge of operational processing required. An understanding of project management best practices and Six Sigma methodologies preferred. Experience in MX development/process improvement and best practices; Quality Management experience preferred
27
Manager, Rcoe Service Delivery Resume Examples & Samples
- Lead and operate an effective customer interface and ensure the application of performance and governance frameworks so that high quality ‘outputs’ are produced
- Ensure information and reports are accurate, usable, relevant, and timely by applying quality assurances in accordance with agreed service level agreements that meet or exceed customer expectations
- Manage and coordinate processes by setting accurate timetables, transparent assumptions, key performance metrics and guidance to ensure delivery to agreed timescales and customer requirements
- Lead a highly motivated, innovative and customer focused finance team, developing talent and a performance management culture that drives value through staff engagement and successfully meets/exceeds all relevant targets and objectives within the business unit
- Monitor and identify risks / issues and overseeing change impacts
- Work with the Business and engagement leads where required to refine user and functional requirements to identify any gaps in request made and technical capability
- Ensure all new or changed reports / data models are tested for accuracy and consistency before testing by the requester of final reports / outputs to verify the integrity of information made available to the business
- Business Intelligence systems and tools
- Knowledge of the HANA & BW platform in the area of data extraction (BODS & SLT)
- Good understanding of data analysis, data mapping and process mapping
- Report creation
- Data mining
- General and technical accounting knowledge
- System implementation
- Utility industry accounting
- US GAAP, Sarbanes-Oxley, and IFRS
- Month-end close processes
- Risk mitigation
- Bachelor’s Degree, Master’s Degree preferred with a minimum of 7 years’ experience in MIS or financial discipline with increasing responsibility
- Ideally BI development qualification in SAP BO toolset or equivalent experience
- Experience working with accounting / finance systems and general ledgers
- Knowledge of finance processes and terminology
- Technical and functional proficiency in finance modules
- Project management and problem solving skills
- Effective collaboration and partnership capabilities
- Manage competing priorities and meet deadlines
- Excellent written / oral communication skills and follow-up
- Change Management: Skilled
- Process Excellence: Skilled
- Project Management: Skilled
- Customer Focus: Skilled
- Stakeholder Management: Skilled
- Business Acumen: Advanced
- Contract Management: Skilled
- Regulatory Understanding: Advanced
28
Hrss China Service Delivery Manager Resume Examples & Samples
- This is a senior management role ensuring the effective running of all operational aspects of HR Shared Services (in conjunction / collaboration / partnership with Regional / Global Process / Product Leads). Enumeration of the processes are per below (per the HRSS Level 1 Taxonomy)
- Compensation and Benefits
- Recruiting and Onboarding
- Employee Life Cycle
- Performance and Talent
- Non Employees
- Fluent in written and spoken Cantonese & English
- Expert knowledge in MS Office
- Re-engineering, process improvement skills
- Highly motivated, organised and methodical
- Operational experience in a shared services environment
- Experience of migrating activities to a Citi Service Center
- Experience of working in a virtual team
- Educated to university or college degree
- Strong operations management background
- Accountable for job responsibility
- Aspires to grow and succeed in Citi
- Understands GROW model
- Uses GROW model in organizational issue resolutions and team discussions
- Drives execution
- Prepares IDP, actively discusses with direct manager for next steps, proactively monitors progression
- Discusses team member IDP and works to come to agreement to areas for execution
- Aspires for long term growth within Citi
29
Mail & Messaging Service Delivery Manager Resume Examples & Samples
- Managing the day to day Mail and Messaging service which is delivered via Office 365 (Exchange On line and Skype for Business on line). Experience of managing an Office 365 service is essential
- Knowledge of Exchange, Skype for Business and Lotus Notes / Domino on premise will be advantageous
- Play a key role on Mail and Messaging transformation projects and review and feedback on service related documents
- Participate on problem / incident resolution calls to represent the service and understand the business impact that problems may have
- Assist in resolving issues and escalations related to the service performance
- May be called upon to participate in major incident/outage calls at any time of day or night
- Ensures root cause analysis of incidents is performed and agreed remediation actions are implemented by the supplier
- Implementation and maintenance of global standards for processes, toolsets and methodologies and provide leadership function for new service and service improvement initiatives as required
- Manage Global Delivery of specific IT services relating to the IT Workplace and Mobility scope
- Ensuring continuous service improvement and cost effectiveness
- Effective key stakeholder management, maintaining customer focus throughout, acting as a trusted advisor
- Support countries in managing suppliers of outsourced services and work with suppliers to develop options for improving services
- Proactively manages supplier performance against agreed service levels
- Demonstrable detailed experience of managing a large scale e-mail service hosted on Microsoft Exchange and Office 365
- Experience of Active Directory and Azure AD
- Experience of migrations to Microsoft Exchange and Office 365 or Active Directory
- Extensive experience in Information Technology industry operating in a Global organisation at a Service Delivery level with outsourced vendor management
- Experience of Mail and Messaging projects and major change activity such as migrating to a Microsoft Exchange environment, version upgrades and rollouts including local replicas, quotas and archiving
- Relevant University Degree or equivalent
- ITIL fundamentals
- Strong stakeholder management and customer service skills
- Understanding of underlying Mail and Messaging architecture and design principles
- Experience of Lotus Notes and Domino would also be advantageous
- Awareness of legislation and statutory requirements especially relating to IT security and data protection in locations in which Zurich operates
30
ICT Service Delivery Manager Resume Examples & Samples
- Plans, Directs and Manages the day-to-day activities of the Service Desk, Desk-Side, Server Administration and Audio-Visual resources and functional processes
- Coordinate third-party support activity with internal resources / teams
- Measures Customer Satisfaction on a Monthly Basis, including metrics associated with customer feedback, improvement targets and suggestions
- Supports the development of Global priorities and business plan objectives
- Works with Project Managers, Business Managers and Technology Teams to ensure proper portfolio management and service delivery
- Implementation and Deployment of a Service Delivery Model aligned to the Global ICT End User Support Strategy
- Ensures Service Level Agreements and customer expectations are met through the development, communications, and monthly review of IT Service Levels supported by the business
- Works with Senior IT and Business Leadership to develop and deliver operational KPIs and associated reports
- Monitors, reports, analyses and escalates as needed on day-to-day operational execution of IT Services
- Aligns service-delivery capacity to business demands, while managing customer satisfaction
- Manages vendors and 3rd party suppliers to ensure that services are delivered in accordance with expectations
- Works and liaisons with the Local and Global ICT delivery teams to ensure proactive systems monitoring and proactive problem resolution
- Participates in the preparation of communication materials to present to the business and IT Leaders (Monthly Business Review)
- Provides ownership, design and delivery of all ITIL Service Management functions
- Bachelor’s degree in Computer Science, Management Information Systems, or Engineering preferred
- 8 - 10 years IT work experience with 7 to 10 years of related experience managing groups, projects, strategic planning, technical services, and business relationship management
- Service oriented and focused with demonstrated related experience
- ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification)
- Installation / Commissioning / Integration of AV Systems highly desirable
- 1-2 experience in application and Business Portfolio Management
- 3-5 years client/customer experience
- 2-3 years of IT Service Delivery experience
- ITIL (service management) certification must be combined with demonstrable and recent experience in working according to ITIL service management processes
- Specific knowledge of support practices on corporate A/V technology, such as… Desktop Video, Video Conferencing, Polycom technology and Presentation support
- Experience with managing teams and projects
- Demonstrate strong ethics, influence and negotiation, leadership, interpersonal skills, communication, and the ability to effectively manage stress
- Demonstrate experience working across multiple organizations such as Information Technology, HR, Procurement, Finance etc
- Demonstrate experience with processes, procedures, operations, and other compliance initiatives and impacts as they relate to ITIL V3
- Demonstrate skills in project management, communication, organization, and prioritization. Ability to manage time efficiently and work with little supervision
- Excellent strategic thinking and planning skills required
- Work effectively either independently or as a member of a geographically dispersed team on assigned projects
- Speak and write clearly and effectively
- Experience developing communication plans for projects, maintenance activities and system related information
31
Area Service Delivery Manager Resume Examples & Samples
- Manages the workload and assignments of subordinate staff through daily interaction and periodic staff meetings
- Monitors the REMEDY queue
- Works with client for direction and priorities
- Serve as point of contact for all projects, work assignments, service level agreements, deliverables, and customer relationships in their (AOR)
- Interface with all areas affected by any project in their AOR including end users, computer services, and clients
- Collaborate with client to assist in defining project scope and objectives and make work assignments as required
- Develop detailed work plans, schedules, project estimates, resource plans, and status reports
- Conduct project and staff meetings as needed
- Ensure adherence to quality standards and directs and/or provides analysis of trouble tickets to identify root cause
- Serve as liaison to the client counterpart and manage vendor tasks as required
- Manage to budget guidelines provided by program management
- Provide leadership and challenges others to develop as leaders while serving as a role model and inspiring coworkers to attain goals and pursue excellence encouraging more junior staff to take responsibility for their development within the company
- Identify opportunities for improvement and makes constructive suggestions for change while managing the process of innovative change effectively and remaining on the forefront of emerging industry practices
- Facilitate effective team interaction by acknowledging and appreciating each team member’s contributions; effectively utilizing each team member to his/her fullest potential and keeping track of lessons learned and shares those lessons with team members
- Manage client interaction and expectations regarding service delivery efforts while developing lasting relationships with client personnel that foster client ties
- Communicate effectively with clients to identify needs and evaluate alternative technical solutions while continually seeking opportunities to increase customer satisfaction and deepen client relationships
- Conduct effective performance evaluations and mentor service delivery team through formal and informal channels
- Understanding of complex technologies and networking concepts and proven experience consistently applying them in client engagements
- Demonstrated knowledge of client/server and internet system architectures
- Ability to communicate effectively with management and all levels of the customer’s organization to identify needs, evaluate solutions, identify opportunities for improvement and build customer relationships
- Demonstrated initiative with a strong sense of urgency and purpose
- Proven success in the development of customer-centric solutions
- Demonstrated knowledge of industry best practices and the ability to understand complex and advanced technical concepts
- Demonstrated success in customer service and relationship building
- Ability to complete multiple projects simultaneously, and in a timely manner
- Ability to work independently in a dynamic environment
- Comprehensive knowledge of operating systems and office productivity software (Preferred: Microsoft Windows, Microsoft Office, SharePoint, and Adobe Acrobat)
- Familiarity with WAN devices, circuits, cabling, voice communication systems and facilities management
- Working knowledge of operating endpoint management tools (Preferred: SCCM, Tanium, BigFix, Tivoli, LANDesk, or Altiris)
- Experience using IT Service Management software (Preferred: ServiceNow, Remedy, HEAT, Siebel or Unicenter)
- Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs
- 5 or more years of experience providing technical support in an enterprise environment
- Professional Certifications: ITIL, PMP, MCSE, MCITP, A+, Security+ and/or Network+
32
Area Service Delivery Manager Resume Examples & Samples
- Responsible for all aspects of the assigned Area of Responsibility (AOR) and assigned projects
- Demonstrated knowledge of client/server and internet system architectures - Ability to communicate effectively with management and all levels of the customers organization to identify needs, evaluate solutions, identify opportunities for improvement and build customer relationships
- Demonstrated initiative with a strong sense of urgency and purpose. - Proven success in the development of customer-centric solutions
- Must be Clearable, Position of Trust, EOD
33
Service Delivery Ops Manager Resume Examples & Samples
- Professional Accounting or Finance qualification (ACCA, CIMA, CPA, CFA or equivalent)
- 10+ Years of service operational and delivery experience covering: Finance and accounting in a high tech, professional services environment, purchase to pay
- Financial planning and analysis, including budgeting, forecasting,
- Understanding of outsourcing next generation BPO agenda
- Strong interpersonal skills both oral and written with very good communications skills
- Ability to lead team (direct and in-direct) , onshore and offshore
- Ability to work on own initiative in a Team environment
- Good organisational & time management skills
- Analytical approach / good problem solving skills
- Competent in Microsoft Office products (Excel, PowerPoint, Lync)
- Flexible working hours are required given the global nature of the role
- Ability to establish and maintain key relationships.(Client equivalents will be Director, General Manager equivalents)
- Proven record of sales and delivery
- Performance in a SOX / Controls and Compliance environment
- Working in multinational , tax efficient operating model environment
34
NiM Workplace Solutions Service Delivery Manager Resume Examples & Samples
- Lead Workplace Services organizational and service delivery transformation across the geography / OpCo
- Manage day to day operations of in-house teams and service providers (including IFM) across the geography / OpCo
- Be accountable for day-to-day service delivery in line with established service levels
- Resolve performance and quality issues, escalating to Regional or Global leads where required, ensuring timely resolution and alignment to the Workplace strategy
- Deliver harmonization and continuous improvement projects aimed at improving cost and service, including integration to the global and regional innovation processes
- Identify opportunities to improve understanding of the business requirements and adoption of the services and work with key stakeholders and clients to develop and implement plans to address these opportunities
- Facilitate regular performance reviews with service providers and/or insourced operations teams with geography / OpCo leadership teams, holding both the supplier(s) and the client accountable for their part in successful delivery
- A minimum of a Bachelor's degree is required. An MBA degree is preferred
- 10 years or more experience in delivering Facilities Management and/or other critical service delivery operations
- Experience in management of third party service providers
- Experience of managing insourced operations teams
- Experience in engaging key senior level stakeholders along with proven ability to influence and manage relationships with those stakeholders
- Self-starter and driven leader with excellent communication & organizational skills, while possessing the ability to influence and constructively challenge cross-functional project teams to achieve project goals
- Track record of top-performance in different business contexts, with an entrepreneurial “can-do” attitude
- Demonstrated business acumen and above-average interpersonal/influencing skills
- Strong strategic, conceptual and analytical skills
- Ability to problem solve, effectively prioritize and drive processes
- Microsoft Excel proficiency required
- Experience in Service delivery transformations
- Demonstrated project management and change management skills
- Leadership capability to create and lead a complex transformation
- Ability to deeply understand business drivers and how Workplace Solutions will support operations
35
Digital Service Delivery Manager Resume Examples & Samples
- Manage Digital operations continuity and run-time availability for all Digital platforms
- Ensure continuous integration between digital web services and other applications required by NBM stakeholders
- Drive continuous improvement and cost effectiveness across all digital platform services in the service catalog; optimizes the vendor relationships and the infrastructure services consumed in the most efficient way
- Maintain and communicate standards to foster optimal collaboration and operations within the NBM ecosystem (internal and external) – liaise with IT Operations
- Detects, diagnoses, resolves digital web incidents
36
IT GI Service Delivery & Application Maintenance Manager Resume Examples & Samples
- Ensure alignment of between global and local strategy and processes
- Manage and establish strong relationship with internal and external clients
- Identify optimization and simplification opportunities
- Bachelor degree with an IT focus
- Minimum 10-15 years of practical experience in a related field
- Previous experience in a similar role is mandatory, with proven experience successfully managing an IT Service Delivery function
- Excellent communication skills both orally and written in English
- Senior Stakeholder Management experience
- Advanced application landscape knowledge
- Experience of working internationally across different cultures with cross functional teams
37
Junior FM Service Delivery Manager Resume Examples & Samples
- Regular monitoring of supplier performance against the applicable benchmarked criteria and KPIs across all contracts
- Working with colleagues to identify actions to address areas of poor performance, ensuring actions are logged on to SharePoint and monitoring their effective implementation
- Coordinating and collating the Supply Chain returns for Monthly Reporting - Coordination of KPI mitigations for the Balanced Score Card Reporting
- Coordinating and collating the returns from the KBR internal teams for Monthly Reporting
- Continuously monitor performance through monitoring of data and liaison with other members of the KBR team including quality, HSE and operations
- Share performance scorecards with the LFB
- Escalate critical underperformance to the Account Manager
- Ensuring timely payment of supplier invoices
- Ensure that all of the FM Supply Chain are contractually compliant
- Monitor statutory compliance obligations and in particularly health & safety obligations to minimise the risk of failure
- Ensure compliance with any applicable KBR or LFB procedures e.g. the audit and verification process, security and access requirements etc
- To deputise for the Services Delivery Managers during absences
- Administration of SharePoint KBR Intranet site in line with KBR IM
- Accurate minute taking and capture of actions in all contractual Supplier meetings
- Scheduling of Supplier meetings from a shared mailbox in line with contractual obligations
- Monitoring of shared mailbox content to ensure responses actions have occured
- Administration of on-site Risk Assessments from KBR site visits to LFB properties
- Coordination of the Annual Review of Contract Plans
- Reporting of the weekly Top 10 Reactive WO stations
- Coordination of the KBR Service Delivery LFB property visits and effective tracking of those visits
- Tracking of WOs throughout the WO lifecycle and escalating any issues to the service delivery team
- Coordination of Contract Change Notice (CCN) progress alongside Procurement Team
- Key interest in a career in Facilities Management
- Member of a Supply Chain related professional body (e.g. MCIPS/BIFM)
- IOSH Managing Safely
- An effective time manager with the ability to multi-task
- Strong business operational and commercial contract focus
- Team player, able to work on own initiative and manage a procurement team
- Full security clearance, or be in a position to obtain security clearance
- Approachable individual with a professional manner
- Methodical in approach to tasks
- PC literate with PowerPoint, Excel and Word skills (SAP and SharePoint would be advantageous)
38
Manager IT Infrastructure & Service Management Delivery Resume Examples & Samples
- Functions as a liaison with business partners and internal IT resources to provide well thought out solutions which take into consideration Hibbett’s business strategy and ancillary projects
- Responsible for the driving enterprise and local IT Projects and will research, test and determine the proper solution to Hibbett requirements which impact both backend and store infrastructure
- Responsible for creating, managing and improving the ITIL processes for Incident, Problem and Change Management for Hibbett Information Technology team
- Responsible for creating and implementing an automated process for the requesting of user accounts, hardware, software, and internal IT requests for resources
- Manages the design, specification, configuration, installation, and maintenance of the determined Service Management tool project ensuring Hibbett fully utilizes the toolset and performs an annual review of licenses and process improvements
- Ensures all assigned projects are following the PMO processes and tracks budget spend
- Ensures all regulatory requirements are considered with proposed solutions and with current processes
- Works directly with IT Management to assist in determining the Infrastructure and Service Management Road Map and is a vocal advocate of the established strategy
- Responsible for determining, implementing and enforcing the desktop standard and life cycle of user based hardware
- Works directly Hibbett security team to determine the security standards for the desktop environment and server environment
- Works with all facets of the IT department to put in place Standards, Procedures and Policies which impact the local & remote IT environments
- Heads the research and evaluation of new technologies
- After business hours on-call availability is required
- Assigned to be the Control owner for all Service Management related controls and will assist IT Managers in meeting the requirements as control owners for their controls
- This position is responsible for the management of the local Service Desk agents, Store Network Support, and direct/indirect support vendors
- Responsible for maintaining and updating selected vendors within the area of Infrastructure and Service Management and include, contract negotiations and resolving conflicts with vendors
- Responsibilities include interviewing, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Bachelor Degree in Computer Science or Computer Information Systems or equivalent experience in an IT leadership role (3-5 years) and technical roles (10+ years)
- Have 10+ years in a mid-size ($1-3B) to large corporate ($4-10B+) holding technical roles and management roles within Infrastructure and/or Service Management
- 5- 10 years’ experience working in large projects (10+) $500k - $1M+ as a technical lead and implementer
- Experience leveraging vendor resources and (re)negotiating services at minimal to no increase in costs
- 3-5 years performing IT Asset Life Cycle Management for a 1000+ node environment
- Understanding and working knowledge of project management principles (PMI/K&T/Prince)
- 3-5 years working within and understands ITIL environment. Implemented/enforced processes around Incident, Problem, Change, Configuration, and Request Management
- 3 – 5 years supporting the infrastructure of a Corporate or Ecommerce website
- Experience in the transition/evolving from a capital expenditure model into an Operating Expense model with focus on putting in place a service based infrastructure
- Experience in a highly virtualized environment utilizing VMware
- Effectively communicate new ideas and technologies to both business partners and IT management and always considering the “Big Picture” and impact to other teams and the business objectives
- Experience in the migration of networks to new telecom provider and implementation of SD-WAN technology on a tiered model
- Managed a network infrastructure of locations throughout the US and performed a national upgrade of various carriers to improve and stabilize data transitions
- Possess knowledge and expertise in current and future technical architecture and design
39
Front Office Service Delivery Manager Resume Examples & Samples
- Ensuring that medical, administrative, accommodation and IT resource utilisation is maximised to schedule examination appointments to achieve all targets
- Producing and making active use of statistical data and work management reports to effectively manage workloads
- Support Service Delivery Teams in building and maintaining positive customer relationships
- Manage multiple teams with a variety of job content and performance targets
- You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position
- Proven track record in managing service delivery teams in multi-disciplinary IT-enabled business operations
- Experience managing a complex service delivery structure with a proven successful track record in meeting SLA/ KPI requirements
- Customer service experience in a customer facing role
- IT literate, competent MS Office, Word and Excel skills
- Fluent English language skills, able to communicate with stakeholders on a day to day basis via telephone, email and face to face in a clear, caring, courteous and professional manner
- Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives
- Organisation skills: demonstrate the ability to prioritise workload when multitasking in a rational manner both individually and for the team as a whole
- Problem solving skills, analytical, logical thinker
- Ability to manage change positively, effectively and efficiently to achieve best outcomes
- Positive attitude, personal drive to achieve and exceed targets and support others in achieving targets
- Ability to work unsupervised and use initiative
- Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change
- Flexible and adaptable attitude: willing to undertake other ad hoc duties as required e.g. supporting other teams / cover team leader duties, etc
- Innovative thinking and ability to inspire team members
- Previous experience in the Healthcare sector
- Experience in managing remote teams
40
Service Delivery Manager Data Asset Management Resume Examples & Samples
- Deep understanding of forces driving change in the Pharma industry, in particular Drug Development
- Clear vision of a data management capability and it’s disruptive potential for Drug Development
- Track record of initiating and leading strategic change initiatives in large corporate settings
- Track record of building and leading a mid-sized team (15-20) of high-potential reports
- Data Science background of 2+ years
- Academic background MS Computer Science
41
IT Solutions & Service Delivery Manager SAP Sd-orlando Area Resume Examples & Samples
- Lead technical projects delivery that require planning and coordination of the development teams including internal and external resources
- Ensure ongoing operational support of current applications while assisting in the management of the development lifecycle and delivery of programing solutions
- Flexible travel, up to 20% possible
