Director, Service Delivery Resume Samples

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A Graham

Aidan

Graham

494 Waters Estates

Philadelphia

+1 (555) 502 9164

494 Waters Estates

Philadelphia

Phone

p +1 (555) 502 9164

Experience Experience

San Francisco, CA

Director Service Delivery

San Francisco, CA

Collins-Bailey

San Francisco, CA

Director Service Delivery

Manage escalated matters and work with internal and external parties to bring issues to resolution
Foster associates to learn, develop and adapt to constantly changing work environment
Data Center and Network Management
Ensure team observes and implements focused ITIL improvement programs
Incident Management
Telephony Management
Identifies opportunities to maximize revenue and ensure effective expense management

San Francisco, CA

Director, Service Delivery

San Francisco, CA

Wilkinson-Erdman

San Francisco, CA

Director, Service Delivery

Position will also work closely with TeleTech’s Business Development team in the support of current business, as well as future business
Manage business demand by balancing client delivery, revenue growth and effective risk management
Provide direction on policy development and compliance efforts impacting the Service Delivery
Enforcing compliance with established policies, practices, and processes defined by Virtustream for managing storage
Analyzing and reporting actual to contracted SLA performance levels
Develops multi-dimensional KPIs, measures and reports on team quality, productivity and financial metrics
Problem/Incident & Issue Remediation Management

present

Chicago, IL

Senior Director, Service Delivery

Chicago, IL

Powlowski-Connelly

present

Chicago, IL

Senior Director, Service Delivery

present

Work with Virtustream Delivery Managers, Operations Leads, Business Development managers and Account teams on strategy and growth plans and execution
Organizational Management Metrics development and management
Analyze incident trends and recommend corrective actions as necessary. Make recommendations for service process improvement plans
Provides COE operational support to customer for all services and management of Dell EMC solutions
Participate in incident post mortem meetings and work with the Problem Manager to drive technical teams to define root cause
Successfully manage through a matrix organization to provide superior customer service
Participate in the development and implementation of all aspects of a technical service desk utilizing ITIL standards

Education Education

Bachelor’s Degree in Business Administration

Georgia State University

Bachelor’s Degree in Business Administration

Skills Skills

Possesses strong product/technology/industry knowledge
Demonstrated ability to function as a proactive change agent who is passionate about quality and customer loyalty
Strong executive presence with the capability to comfortably interact with executives, both internally and externally
Ability to facilitate client meeting/workshops and create client facing deliverables
Strong attention to detail
Ability to prioritize projects and deliverables
Is highly motivated and adaptable
Ability to lead, motivate and direct a workgroup
Ability to manage in a matrix environment
Strong analytical, verbal and written communications skills

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Director, Service Delivery Resume Examples & Samples

Lead multiple teams of technical experts toward a shared purposespecifically, to proactively design, implement and maintain secure retirement plans from a document management, testing and compliance support perspective. Proactively lead teams in a way that creates the right climate, focuses with an external perspective, and establishes the right expectations around performance and results
Manage Prudential Retirements suite of compliance and plan document management services, including compliance and general testing, quality control, plan design and documentation, plan and summary plan descriptions as well as drafting preparation of regulatory requirements such as Form 5500, and audit support
Development of strategic plans, annual operating plans and budgets, capacity plans, and quarterly financial forecasts while working with the broader management team to meet all Prudential Retirement goals
Establishment and implementation of the organizational design that drives client results around administrative and operations support, and results in the appropriate trade-offs of service cost and quality based on an understanding of the competitive environment
Partner with other Plan Compliance Services and market-facing teams (Key Accounts, Relationship Managers, Retirement Plan Consultants, etc.) in support of the TRS sales strategy, highlighting our compliance support services as a market differentiator and key component of Prudentials value proposition
Minimum of 7-10 years experience in operations and administrative services experience, preferably in retirement plan compliance-related functions, including demonstrated knowledge of the defined contribution, defined benefit and nonqualified markets
Ability to understand complex guidelines and determine impact to Prudentials book of business
Proven track record of success in driving business results within a highly regulated environment as well as managing high production volumes. Clear focus on the client experience and commitment to client satisfaction (intermediary, plan sponsor, and internal business partners)
Strong talent mindset and experience in developing and leading multiple teams of technical experts
Experience in managing vendor relationships as well as offshore partners
Strong executive presence and ability to collaborate with and influence a wide range of business partners
Bachelors degree or equivalent work experience required

Director, Service Delivery Resume Examples & Samples

Change & Configuration Management
Problem/Incident & Issue Remediation Management
Application & Infrastructure Monitoring, Reporting and action-oriented Analytics
Currency and Capacity Program Management
Application Development Triage & Gating Processes
Service Delivery Continuous Improvement
As a key member of the Channels Technology Leadership Team, contributes to setting the overall strategic direction and management of the Service Delivery in establishing key business initiatives/priorities/areas of focus, current, and future capital requirements, annual business objectives and providing direction on ongoing business issues
Partners with BMOFG LOB/Technology Executives to understand their current and future business requirements in the development of a holistic Service Delivery strategy for the Channels
Directs the relationship management activities within the Channels Technology Service Delivery function to ensure
Possesses a university degree/college diploma in related discipline(s) or equivalent work experience, and/or 10+ years experience in operations management position
General knowledge of Bank’s technical environments and supported applications
Demonstrates advanced experience in service level agreements management and vendor relations
Is able to achieve results that meet both short and long term business objectives
Maintains an advanced understanding of the T&O organization and stays abreast of the current organizational state
Demonstrates advanced knowledge of ITIL framework; Problem Management, Change Management, Incident, Configuration, Release Management and Service Level Management
Is able to effectively persuade, convince, and negotiate with influence in order to support one’s objective
Practical application of ITSM operational processes
Demonstrates expert relationship management skills, advanced management and coaching skills
Displays advanced budget management skills

Associate Director Service Delivery Resume Examples & Samples

Manages operational management team and service delivery staff to ensure service levels and objectives are met. Creates and implements operations improvements to meet established objectives across multiple facilities. Manages activities related to customer requirements, budget challenges, human resource needs and plans for new business development within assigned area
Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes. Identifies matters of significance and recommends appropriate course of action
Coordinates and communicates with other managers to leverage resources and discuss solutions to problems. Develops processes for leveraging and using resources to meet customer needs
Implements highly complex core business processes and guides process improvement initiatives in order to enhance customer service. Investigates process matters of significance or enhancements and implements solutions
Develops and maintains communications with the customer, management and staff to ensure that service is delivered on time and within budget or contractual obligations. Investigates and resolves matters of significance as appropriate
Coordinates with account and operations management to develop and implement operational budgets, forecasts, and business plans. Ensures appropriate planning of the impact of marketing efforts, outages, service level agreements and other issues for assigned area
Master's degree in computer science, management information systems or related field preferred
Twelve or more years of information technology or computer operations experience
Nine or more years of supervisory or management experience included
Experience working with the information technology industry and awareness of developments
Experience working with budgets and budgetary issues
Strong leadership skills to oversee multiple facilities, operations and/or accounts

Director, Service Delivery Resume Examples & Samples

As a key member of the Corporate & International Technology Leadership Team, contributes to setting the overall strategic direction and management of the Service Delivery in establishing key business initiatives/priorities/areas of focus, current, and future capital requirements, annual business objectives and providing direction on ongoing business issues
Partners with BMOFG LOB/Technology Executives to understand their current and future business requirements in the development of a holistic Service Delivery strategy for the Corporate & International
Directs the relationship management activities within the Corporate & International Technology Service Delivery function to ensure

Director, Service Delivery Resume Examples & Samples

Lead the Portfolio Management process to facilitate business case development, level of effort definition, portfolio analysis, prioritization, project selection and approval
Manage Risk for the business unit by overseeing technical debt, audit, and compliance needs to ensure appropriate portfolio allocation and effective risk mitigation
Responsible for financial budgeting and forecasting as it relates to portfolio spend (both hours and capital)
Manage business demand by balancing client delivery, revenue growth and effective risk management
Facilitate long term architecture planning to ensure alignment between the business’ product roadmap and the Enterprise Technology roadmap
Lead planning for future-state staffing and organizational alignment in support of portfolio execution
Serve as project sponsor and escalation point for issue/risk resolution to ensure all portfolio targets are met
Maintain and grow relationships with key business unit executives
10 years experience
Excellent business integration and relationship management skills
Excellent program and project management skills and experience
Demonstrated technical skills with ability to translate complex requirements and specifications into easily understood business concepts and vice versa
Excellent presentation skills, PowerPoint development and experience reporting to large groups
Ability to influence with impact and lead across matrixed organizations
Strong problem solving and critical thinking skills
Ability to concurrently manage multiple deadlines and constituencies
Ten years of project management, program management, and/or consulting experience preferred

Director, Service Delivery, Procurement Resume Examples & Samples

Laying the Vision: Defining, deploying and driving a vision for transforming internal and external partner experience in the region. Works with Global sub process owners to define and shape service offerings that are designed to meet and exceed the emerging business needs in the region. This will include in many cases, framing the concepts and business case, aligning sponsorship and delivering various kinds of projects (examples: Process / Cost / Business innovation projects & policy/process changes, continuous improvements etc.). Given the nascent nature of the Region Shared Services team, the role also envisages laying a vision for the procurement Shared Services Organization based in the region
Enabling the Service: Critical to the role is the ability to establish and nurture strong relationships with leadership in the region with a view to constructively influencing the needs and expectations in the region. The regional leader will also be key to working with the local leadership to bust barriers and to ensure procurement shared services are prioritized and adopted appropriately. The candidate will be representing the region in various forums like the regional Enterprise Shared Services lead teams as well as in the Regional Governance Councils
Executing the Service
Thinking analytically, strategically and creatively - disciplined data oriented thinking to gain competitive advantage; being able to think strategically and plan for long term; showing sound judgment in evaluating opportunities and ability to respond effectively to various situations via creative commercial / organizational /business interventions
Collaboration, Communication & Influencing Skills: Should be regarded as a constructive player representing procurement in various teams within the company and outside. Should have a strong sense of ‘customer service’ and the requisite communication skills to communicate objectives clearly and then develop the collaborative relationships both internally and externally to achieve these. Proven ability to influence Cross Functional and business leaders is key to this role
Learning Agility & Openness to Change: Proven ability to manage multiple priorities effectively. Also with a proven ability to learn new skills, gain mastery in new industries, being comfortable with ambiguity and adapt to changing business needs and priorities
Affinity with Procure-to-Pay processes and Procurement Operations
Preferred expert level knowledge of Procurement systems and P2P processes (e.g. ARIBA Buyer, ARIBA Spend Management, eSourcing tools, VIEWS/Cognos or other data warehouse & reporting tools, SAP/Lynx & other ERP systems)
Strong leadership and collaboration skills and the ability to work with the team in a flexible, innovative environment
Proactively build good morale and cooperation within a team
Persistent , result driven, hands on
Ability to educate others on the use of systems and process
Strong networking and influencing skills
Credo driven behavior. Model team behavior and acts as an inspiration to others related to team behavior while providing coaching and developmental opportunities
Understand Compliance Requirements
Good communication skills; Ability to present complex topics in a manner that are easily understood
Proficient in English (written and spoken), fluency in AsPac language(s) is an asset
Flexibility to partner with and adapt to a diverse range of cultures and business disciplines
Ability to navigate a global, highly matrixed organization

Senior Director, Service Delivery Resume Examples & Samples

You thrive and succeed in a high paced business and technical environment, and not be hindered by ambiguity or multiple competing priorities. As a technology leader, you will anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints
Work with Business Unit Management, Product Management, and Development, as you will be responsible to provide planning and oversight over Information Technology projects for the assigned Business Unit; new product deployments and integration; hosting (Internal and External); upgrades and maintenance of the current operating environments; data center expansions and management; budgeting and financial tracking; infrastructure architecture, sizing, and estimation; vendor and service provider negotiations and management; client and business unit liaison for Technology Services; and security and compliance management
You will possess a strong background managing all service management and information technology incidents from initial investigation to final resolution while communicating issues from technical support personnel to C-level executives
Additionally, you will ensure appropriate metrics and trends are collected, analyzed, and delivered to appropriate personnel to ensure continuous improvement of service delivery
Participate in the development and implementation of all aspects of a technical service desk utilizing ITIL standards
Develop and update plans for the team to handle new product/service releases
Resolve daily issues of a complex scope that impact the business and overall business objectives
Successfully manage through a matrix organization to provide superior customer service
Ensure that the detection, reporting, and prioritization of all events are effectively and consistently applied
Educate IT and the business about risks and controls as well as industry best practices
Develop and demonstrate an understanding of customer and business needs
Liaison with team managers of all technical experts (or support teams) to ensure swift resolution of incidents and/or problems
Analyze incident trends and recommend corrective actions as necessary. Make recommendations for service process improvement plans
Participate in incident post mortem meetings and work with the Problem Manager to drive technical teams to define root cause
Act as the Executive Program Manager for assigned strategic projects by developing the program plan. Proactively monitoring and resolving strategic program risks and issues
Actively inspires and mentors IT employees to provide innovative solutions and processes. Strong cultural change management skills
Maintaining an enterprise, cross technology view during execution and leading the project team through project processes while supporting IT standards
Actively assists in planning for strategic initiatives. Proactively monitors and resolves strategic projects risks and issues. Develops and reviews large project Business Cases and Statements of Work. Ensures delivery and integration of portfolio to enhance business value
Actively implements desired business processes within sphere of influence. Works with peers to coordinate management efforts. Presents effectively at the executive level
Ability to provide complex multi-dimensional solutions to complex business problems. Ability to influence and communicate with C levels of the organization. Ability to review and provide input to vendor contracts
Identifies opportunities, problems, or risks and either leads or facilitates the solution. Seeks out customers to determine their needs, prevent issues and build relationships
Able to develop and manage budgets under sphere of control. Able to build complex "what if" cost models
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LI-PH1

Director Service Delivery Resume Examples & Samples

Drive a world-class Service Delivery organization focused on delivering the highest customer satisfaction at the most efficient Cost Per Transaction
Achieve best-in-class productivity through process and structural improvements ensuring shareholder value is maximized
Consistently deliver strong customer SLA metrics by driving investment in platform technology and quality tools
Have full operational P&L responsibility for all the GSD channels with a keen focus on maintaining losses at or as close to zero as possible
Partner with Sales and Client Management to ensure account retention & profitability, to ensure customer requirements are understood and delivery standards are maintained at or above customer expectation levels
Effectively lead a large team of more than 100 employees, focusing on employee engagement to deliver best- in-class employee satisfaction
Ensure client dissatisfaction symptoms are diagnosed early and root causes are treated quickly and effectively
Work closely with Finance, Work Force Management, Process Engineering, Human Resources and other appropriate GBT support functions to ensure that proper financial processes & controls are in place to maximize efficiency and minimize write-offs
Partner with vendors to ensure they meet contracted SLA’s & deliver quality support

Director Service Delivery Resume Examples & Samples

Problem management
Service level Management
Data Center and Network Management
Telephony Management
Identity Management
Director of regional Service Delivery functions
Primary business interface & escalation point of delivery for the region, accountable to the local business stakeholders in partnership with the regional CIO
Secondary manager of regional P&L for infrastructure services with DoA allowance
Responsible for oversight of global solutions implementation and technology adaption within the region
Accountable for alignment to global ITIL processes
Accountable for implementation of and adherence to asset management processes within the field
Accountable for management of office technology including supply and demand
Accountable for escalation management and service improvement execution for the region
Management of outsourced suppliers against achievement of SLA’s and targets
Accountable to report and manage OLA’s and SLA’s for internal services
Maintains a sound knowledge and understanding of current methodologies, technologies, services and awareness of future trends within ITSM
Maintain relationships with key vendors to ensure quality is delivered
Conduct periodic service delivery maturity assessments
Perform regular reviews of procedures and controls
Implement and manage service improvement plans for the Americas taking corrective action for the areas that require improvement
Broad technical experience with Server, Network and End User services
Experience interfacing with a global service desk
Five years or more experience in Service Delivery role with a proven track record
Strong analytical thinking skills to identify the real cause of a business or technical problem and the most appropriate solution
Strong knowledge of ITIL concepts
Extensive experience of customer and supplier relationships
Experience with managing large projects
Strong process development skills
Experience with ServiceNow
Strong documentation skills

Director, Service Delivery Resume Examples & Samples

KPI delivery and service level management
Coaching, development, mentoring
Recruitment
Workforce management; forecasting, scheduling
Productivity & quality
HR & performance management
Motivation & recognition
Error reduction capability (six-sigma beneficial)
Resource management/cross functional team support
Telephony & skilling across multiple centres and channels

Director Service Delivery Resume Examples & Samples

Develop and implement technology, supplier and vendor continuous improvement programs that increase service availability and throughput while maintaining or reducing costs
Manage technology resource requirements to ensure appropriate balance between tactical and strategic demands
Manage a geographically dispersed team of employees and vendor partners with a diverse range of skill sets, providing 24x7 support for services
Relationship management between technology and suppliers to ensure service levels are monitored and followed, as indicated in terms of agreement
Develop and implement policies and procedures for production and service support functions
Provide appropriate status updates/reports, and conduct review sessions with senior Technology and Business leaders
Provide in depth analysis for trends based on root cause findings and action plans and be able to communicate in terms that are easily understood by AET and Business leaders
Ensure goals relating to problem reduction and Technology operations saves are actioned and reported
Ensures that procedures are in place for effective assignment and coordination of resources for problem and preventative resolutions
Services integration/oversight for vendors and/or suppliers. Ensure suppliers and vendor partners meet their metric targets and that appropriate consequence management procedures, defined in the contracts, are invoked where necessary
Develop operational excellence approach with specific recommendations to proactively reduce volatility, improve Business Capability and Systems Availability for each LoB
Maintain disaster recovery program strategy
Influence demand management and architecture uplift initiatives
Ensure team observes and implements focused ITIL improvement programs
Ability to manage budget/financials per American Express standards and negotiate multiple vendor contracts annually including SOW management
Strong understanding of ITIL processes within ITSM (IT Service Management) and ITIL framework
Familiarity with Continuous Integration/Deployment methods and tools
Exceptionally strong written and verbal communication skills and the ability to communicate with people at all levels of the business and AET
Leadership experience in managing multiple, large, cross-functional teams or projects
Proven ability to develop and maintain partnerships that drive common goals
Comprehensive knowledge of Technology and operational understanding for business area supported
Knowledge of multiple business and technical environments, covering a large range of business functions and capabilities
Ability to understand and communicate business impacts resulting from technical issues
Prior work experience in a production/service/operations support environment. AET experience would be plus
Analytics
Financial Management
Governance and Reporting
IT Infrastructure
Supplier Relationship Management
Vendor Management Processes/Policies
Prior relevant Technology and business/industry work experience including architecture design and deployment, systems life cycle management and infrastructure planning and operations
Bachelor's or Master's Degree in Computer Science, Information Systems, or other related field

Director, Service Delivery Resume Examples & Samples

Facilitates the evaluation of enterprise infrastructure initiatives, identification of enterprise assets, applications and creation of long-range roadmaps
Directs key stakeholders across verticals in collaboratively developing a holistic strategy and solutions
Source and maintain a catalog and heat map of products and services offered across association verticals and business partners
Act as the primary point of contact for new requests from Association and Business partners. Gather their requirements and design solutions and processes in collaboration with the service delivery verticals
Identifies and proposes long-range strategies for managing and reducing operational costs, where practical, across the $35MM annual expenditure
Evaluate and optimize current processes and implement continuous improvement methodologies across service delivery
Develops multi-dimensional KPIs, measures and reports on team quality, productivity and financial metrics
Maintain business relationship with Association and Business partners and bring awareness of existing available solutions
Provide direction on policy development and compliance efforts impacting the Service Delivery
Identify and work with external vendors, as needed, for increasing operational efficiencies and the speed of implementations
Oversee and supervise the support team and translate organizational strategy into specificteam and individual goals; and manage team performance through effective mentoring, monitoring and feedback
Bachelor’s Degree in Computer Science or equivalent work experience
A minimum of 10 years of progressively responsible experience within project management, systems analysis and IT architecture with significant responsibilities for process development and implementation
Minimum 5 years of supervisory or leadership experience
Master Degree highly preferred
Strong business acumen and interpersonal skills, with demonstrated ability to develop and maintain business relationships
Effective written and oral communications skills and the ability to articulate business needs to a technical audience and vice-versa
Proven ability to work cooperatively and collaboratively with internal BCBSA senior management and business partners
Demonstrated leadership/management to effectively direct and drive issues to resolution
Solid analytical background
Ability to present concepts/ideas in a clear and convincing manner to gain confidence of customer; experience in presenting to senior-level audiences, committees, and workgroups
Excellent negotiation and facilitation skills, with ability to build consensus on complex issues

Director, Service Delivery Resume Examples & Samples

Call center business/BPO industry experience – Sales Outsourcing experience a plus!
Ability to manage multiple, complex, on-going tasks and projects
Proficient in English, both written and verbal

IT Director, Service Delivery Center Resume Examples & Samples

Directs a 24 x 7 global team of 20 employees and 125+ consultants
Responsible and accountable for SDC service management program and strategic development
SDC Strategy. Provides thought leadership in IT strategy, operations, cost optimizations, innovation and efficiency improvement
Service Lifecycle. Develop end to end services and working with business and EIO peers to plan, build and deliver them & sustain them across complete service lifecycle
Prepare and develop a strategic service business plan for SDC that will meet current and future business goals
Secure, Sustain, optimize and automate our global operations for enterprise applications and Infrastructure
Production maintenance and delivery. Ensures the smooth rollout of production code and infrastructure changes with no degradations or disruptions with zero deployment downtime
Stakeholder Management. Provides stakeholder management for project delivery and escalations and ensures first level of support for production issues and major incidents
Service Management. Proactively manages the services within the SDC end to end and ensures that they are optimal over the course of the service lifecycle
Managing and coaching. Retain and optimize your talent drawing from your extensive professional experience. You develop and get the very best out of your team to plan, build, delivery and support a world class service delivery center
Reporting and Analytics. Communicate successes throughout Autodesk supported by metrics and KPIs illustrating the business value of IT PaaS services and mobile solutions
Service Roadmap. Create and execute product roadmap to achieve the business goals and strategy

Director Service Delivery Resume Examples & Samples

Reducing the intervals to revenue as measured by the total days from contract to installation complete for all services
Improving the overall quality of services deployed as measured by a reduction in trouble tickets issued and customer feedback via the welcome survey process
Build a regionally focused organization with subject matter experts in both coax and fiber disciplines to support service delivery oversight for 100% of all regionally assigned connects

Director, Service Delivery Resume Examples & Samples

Lead deployment efforts and resources to meet Brightstar Device Protection established and client expected service enablement schedules
Institute and maintains Standard Operating Procedures (SOPs) for the deployment of services
Oversee the training/skill development of all team members ensuring they are educated on the most updated versions of operating and launch procedures
Lead the deployment of services in a manner which will minimize unplanned downtime, anticipate and solve problems in a timely manner, and easily identify opportunities for improvement
Prepare reports, analyze data, and makes recommendations to leadership team for improving time to client value, time to deploy, resource utilization, deployment cost, etc
Lead the implementation of projects that improve efficiency and/or reduce operating costs
Function as the “voice of the customer” internally and ensure client advocacy remains paramount
Partner with Regional and Device Protection Leaders to drive margin improvement and process efficiencies
Client facing role, responsible for implementing insurance/warranty solutions
Coordinate cross-functional groups across multiple countries to ensure a total solution is brought to a customer. Includes: Sales, Account Management, Marketing, Product Management, IT, Logistics, Call Center, QA, Training, Accounting, Legal, Compliance, Payment Processing, and Business Analytics
Identify high risk areas for specific clients and adjust launch plans accordingly
Gain a deep understanding of the entire solution suite (application, supplier ecosystem, systems integration, data conversion, etc.) and the client process/functions supported by the program
Lead the execution of the launch plan and transition it to Operations after a red hat period
Provides subject matter expertise in areas including program management, project management, project scope definition, risk identification, project methodology, resource allocation, facilitation, and other project management areas
Responsible for the execution and delivery of assigned launch programs and projects within scope, budget, schedule, benefit, and quality commitments
Strong executive presence with the capability to comfortably interact with executives, both internally and externally
Capable of gaining support for initiatives through influence and use of business rationale
Strong leadership, influencing and negotiation skills
Demonstrated ability to lead complex efforts by applying client management expertise
Demonstrated ability to lead, manage, and mentor a team in a dynamic client based environment
Demonstrated ability to balance customer service and satisfaction with sound business judgment
Ability to evaluate broad business issues and engage appropriate parties at all levels of the Brightstar and client organizations
Demonstrated ability to function as a proactive change agent who is passionate about quality and customer loyalty
Effective at leading multiple priorities under tight deadlines, with the ability to bring engagements to a successful completion
Outstanding oral and written communication and executive presentation skills
Direct management of cross functional, sourced, or matrixed teams
Ability to facilitate client meeting/workshops and create client facing deliverables
Ability to maintain effective working relationships across all internal organizations, external clients and partners
Advanced skills to perform complex work for a functional area and general knowledge of other areas; independent thinking; effectively apply principles, theories, concepts and technologies
Microsoft Office Suite, including Access, Visio, Project, SharePoint
Microsoft Access, SQL, & Reporting Software knowledge preferred
Bachelor’s degree in business, engineering, or technology field or equivalent work experience
MBA degree highly desired
Requires a minimum of 7 years related experience
Large service provider experience
Ability to bring thought leadership regarding optimal service delivery strategy
Familiarity with the Wireless, Telecommunications / Electronics industry highly desired
People leadership and management skills, including direct experience leading, managing and mentoring teams of project and program managers
Willingness and ability to travel globally up to 80% of the time, as required

Director, Service Delivery Resume Examples & Samples

Responsible for ensuring that Virtustream complies with the SLAs in place with the client
Analyzing the operation for continuous improvement
Leadership of storage / infrastructure teams including management of any remote support teams
Goal oriented
Our Values

Director Service Delivery Resume Examples & Samples

Provide leadership and guidance to ADP's service division frontline leaders and their associates that support the organizational goals, value and mission
Ability to recruit, manage and retain a high performing team now addressing current and future needs
Ensures productivity measurements are achieved. Analyses data and makes ongoing adjustments to achieve desired business results. Looks for innovative ways to improve service delivery and productivity
Review metrics throughout the month with Managers / Supervisor and Team (those managed directly and via matrix) to proactively manage trends and accountability
Manage escalated matters and work with internal and external parties to bring issues to resolution
Create and report on operational metrics and trends
Responsible for achieving quality service and ensuring client retention targets are met
Identifies opportunities to maximize revenue and ensure effective expense management
Facilitate Year End planning and execution
Participate in organizational planning to support new clients
Provide excellent service to clients by delivering on all client expectations. Work with functional teams to deliver stellar service in accordance with defined service levels
Foster associates to learn, develop and adapt to constantly changing work environment
Lead strategic activities that support stellar service delivery, including hiring, staffing and training strategies
Lead recruiting, development; coaching, mentoring of both leaders and associates
Lead or direct strategic change with service delivery partners throughout all business units to ensure seamless client support
Bachelors Degree or 10+ years related business experience
7 - 10+ years of demonstrated work experience in the management and leadership of a large-scale operation. Work experience in a payroll environment is strongly preferred
HCM expertise
Proven experience working with clients in all ADP market segments
Possess a high degree of expertise in problem solving
Strong background in business process re-engineering and creating standard measurable processes
Solid skills in MS Office (Word / Excel/ PowerPoint), as well as CMS, CRM system experience
Experience in managing service organizations
Proven strong people leadership skills, has built and managed direct and virtual teams; managed cross functional and regional teams
Experience building, driving and executing strategy
Experience building solid peer relationships in order to influence key stakeholders at executive management level across corporate, geo and region
C Level and Executive Management
Demonstrated ability to drive cross-functional teams to meet business objectives and influence co-workers while fostering strong global working relationships
Objectivity and openness to others' views and continuously builds a positive team spirit
Drives teamwork and collaborative information sharing
Shows and encourages employee accountability for their actions
Strong strategic thinking, creative problem solving, and analytical skills along with ability to execute
Proven ability to collaborate and build relationships with customers
Ability to generate a sense of urgency and rally appropriate resources to drive resolution to critical customer issues
Excellent verbal, written, visual/presentation skills
Strong understanding of call center methodologies and metrics

Director, Service Delivery Resume Examples & Samples

Collaborate with Customer Service leadership to meet all operational, quality and financial goals of the department
Lead the transformation of service, through data analysis, improvements to process and the leveraging of internal and customer facing technology; make Customer Service a Competitive Advantage
10+ years’ experience in operations
5+ years leadership experience
5+ years exposure to Customer Service, Marketing, Sales or other customer facing roles
Intense customer focus
Strong analytical skills; Ability to drive results quickly
Collaborative; Strong influence and facilitation skills
Demonstrated ability to solve complex issues with multiple, often conflicting, requirements
Articulate communicator – verbal & written, formal & informal
Ability to develop clear, documented strategies with consensus building techniques
Track record of executing strategic, large-scale change
Thought leader
Innovative: Ability to design and deliver industry leading solutions
Strong planning skills, both short-term and longer-term (1-3 years)
MBA or Master’s Degree

Director, Service Delivery Resume Examples & Samples

5 years Cable/Internet Industry Experience
5 years Telecommunications Experience
7 years Management Experience (Large Technical Call Center preferred)

Director Service Delivery Operations Technical Operations Resume Examples & Samples

Organizational, time management and planning skills
Ability to work under pressure and adhere to deadlines
Change agility and continuous improvement mindset
Creation and monitoring of project and departmental budgets

Senior Director, Service Delivery Management Resume Examples & Samples

Minimum 5-10 years of service delivery experience, preferably with solutions within the financial industry
A comprehensive knowledge of financial self-service, banking center procedures and the utilization of technology within the banking center environment
Customer-Centric and possess high-level of Business Acumen
Strong Financial and P&L knowledge
Bachelor’s Degree or equivalent work experience
Proven Continuous Improvement skills
Exceptional Communication skills
Ability to garner support from other internal /external organizations
Ability to travel 50%
Must have strong business problem solving skills
Ability to understand business details, develop strategic plans to drive service improvements
Encompasses strong sense of Teamwork
Strong presentation, and negotiating skills at executive levels

Associate Director, Service Delivery Resume Examples & Samples

Managing and responsible for P&L
Ensuring growth and its rate is in line with industry forecast
Carrying and meeting financial KPI set
Ensuring timely and accurate monthly financial updates
Overseeing the management and running of the EDMS projects in designated accounts to ensure SLAs are met. Automate as much as possible. Escalate exception when necessary. Ensure project profitability is at least or better than the budgeted profit
Leading the solutioning team in tenders. Ensure right sizing is done
Staff development
Managing and building good rapport with customers including executive level
Ensuring the customer satisfaction score target is met
Leading any assigned corporate initiative
Managing stakeholders (internal and external) which often have different and conflicting priority
Managing and keeping skilled staff in a demanding and stressful working environment
Managing multiple projects concurrently with different/challenging timeline, cost and scope
Managing customer senior management expectation to achieve a win-win situation
Managing crisis situation to provide quick workaround solution to customers
Degree in IT with 15 years of experience managing large-scale IT Projects or Operations (>$20mil annually, >100 pax team)
Project Management (e.g. CITPM, PMP, COMIT)
Good appreciation of IT infra technologies (e.g. cloud, server, desktop, network)
Project Management, good presentation skills, customer management skills
Business or finance related education (MBA, MFc)
Government domain experience
Maturity, professional and inter-personal skills to engage well CxO-level of customer organisations

Director, Service Delivery Resume Examples & Samples

Strong client facing skills, with proven experience managing large teams and running large global programs and influencing revenue growth
12+ years of operations leadership experience, preferably in a call center environment
BA/BS or equivalent work experience required; post-graduate degree desired
Financial acumen with experience running a P&L and managing own budget
Possess contract negotiating capabilities to help build potential partnerships; needs to be able to bring staff and key influencers together to work in concert

Senior Director, Service Delivery Resume Examples & Samples

Directs and controls the activities of one or more broad functional areas, divisions, product groups or service areas through senior managers who have overall responsibility for the successful operation of those assigned areas
Builds and maintains relationships with Customers, Sales, Presales, Virtustream Delivery & Operations teams and Customer Services to influence and create issue resolution. Proactively provides input into development of delivery practices, policies, procedures, standards and strategies with local and corporate teams
Manages activities of a broad functional area. (i.e. Multiple technical and job disciplines). Develops and assigns group, function, department, or district goals, as well as performance standards/metrics
Communicates organizational and functional strategy. Establishes team goals and ensures goals are met by the organization
Organizational Management Metrics development and management
Proactively reviews and evaluates staff; monitors skill sets to ensure organization can function successfully. Works to develop appropriate levels of technical knowledge through on-the-job, computer-based, or classroom training
Manages organizations training participation while ensuring high utilization rates. Provides leadership in development of long term organization curriculum, for both technical and management skills
Meets financial goals for the organization; manages employees on the bench to ensure they are being used appropriately
Frequently interacts with direct reports, customers, and /or peer groups on projects or engagements of significant complexity and sensitivity. Proactively engages with counterparts in other organizations
Maintains level of readiness to support delivery of customer engagements (skilled/trained workforce, strong partner relations). Ensures resources are in place to meet customer needs and sales demands. Responsible for maximizing utilization of entire all delivery resources within geography/country/division
Ability to lead, motivate and direct work groups
Ability to lead large, complex global teams and projects
Demonstrates expert attentiveness to driving quality and productivity within team
Expert analytical, problem solving, negotiation and organizational skills
Ability to motivate, direct and lead large groups of people at all levels within the organization
Possesses operational command of the Virtustream business and solutions
Ability to achieve results through influence and leadership
Possesses strong technology and industry knowledge with ability to develop with changing business
Conflict resolution skills
Senior dedicated Virtustream COE Service Interface for location
Works across the organization as required, also comfortable working up to customer C Level
Work with Virtustream Delivery Managers, Operations Leads, Business Development managers and Account teams on strategy and growth plans and execution
Provides COE operational support to customer for all services and management of Dell EMC solutions
Provides proactive recommendations to the customer for improving and maximizing business benefits available through their investment in Virtustream solutions and technologies
Seeks advice or assistance from management and/or Technical Support as required during difficult customer situations. Works in conjunction with Virtustream & Dell EMC colleagues to ensure effective resolution of technical issues encountered during implementations
Escalation management and ownership
Reporting on current operations to all relevant stakeholders
Driving continuous improvement and efficiency
Represents Virtustream in a professional manner to Customers, Partners and other Dell EMC personnel at all times
Team development, mentoring and succession planning
Analyzing and reporting actual to contracted SLA performance levels, ensuring compliance with VIS policies, practices, and processes
Work day to day with customers to ensure high level of satisfaction with delivered service
Typically 15+ years of relevant experience or equivalent combination of education and work experience
Typically requires 10+ years diversified leadership, planning, communication, organization and people motivation skill (or equivalent experience)

Senior Director, Service Delivery Resume Examples & Samples

Bachelors’ degree in Information Systems- technologist with a career-long record of advancement, stake holder satisfaction, and team building
Experience in a Managed Services environment; Day to Day operations a must. .)
Commercial experience – opportunity development (farming), Pre-sales support, account management strategy and plan development, contract negotiation, Onboarding and Delivery
Ability to interface with clients at the CxO level is required, previous experience preferred

Regional Director, Service Delivery Resume Examples & Samples

Manage the SDM team within their region and under their supervision
Work with the individual members of the team to manage their account base
Function as the initial point of escalation for client satisfaction issues
Work with regional sales leadership to insure proper account support and staffing
Work with individual members of the team to identify career paths and associated skills/training requirements
Review client SLA/SLO agreements as well as contracted scope commitments. Escalating as appropriate when either the customer or Presidio is at risk
Develop and maintain customized communication plans for each customer
Specific deliverables to include and are not limited to the following
2+ Years of service delivery resource supervision
Thorough understanding of ITIL v 3 Foundation Service Management
Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
Meticulous in the management of issues, risks and commitments
Basic Presidio Managed Services tool usage, especially report generation (ServiceNow, Prognosis, Nimsoft,)
Strong rapport and relationship building skills with both internal individuals and external customers
Must be an effective communicator in difficult customer situations
Technology Specific Certifications are a plus
PMP, ITIL v 3 Foundation, Six Sigma, and any relevant technical certifications are a plus