IT Service Delivery Manager Resume Samples
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IT Service Delivery Manager Resume Samples
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TD
T Dare
Tracy
Dare
45500 Herman Isle
Boston
MA
+1 (555) 468 4181
45500 Herman Isle
Boston
MA
Phone
p
+1 (555) 468 4181
Experience
Experience
Los Angeles, CA
IT Service Delivery Manager
Los Angeles, CA
Howell, Hirthe and Bosco
Los Angeles, CA
IT Service Delivery Manager
- Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management
- Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution
- Manage and oversee Problem Management across all iHM Teams to drive performance excellence based on business defined priorities
- Management, development, and documentation of process and procedures for operational management
- Assist/drive the team in providing efficient 2nd level Support on all Identity & Access Management
- Lead development team(s) in Weehawken working on multiple projects to drive development
- Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery
Philadelphia, PA
IS / IT Service Delivery Manager
Philadelphia, PA
Goodwin, Douglas and Kilback
Philadelphia, PA
IS / IT Service Delivery Manager
- Manage and direct the activities of the TAS UK IS Department
- Develop TAS UK IS strategy
- Design, develop, implement and coordinate systems, policies and procedures
- Ensure security of data, network access and backup systems
- Manage information technology and computer systems
- Manage annual budget and ensure cost effectiveness
- Audit systems and assess their outcomes
present
Houston, TX
Senior IT Service Delivery Manager
Houston, TX
Russel and Sons
present
Houston, TX
Senior IT Service Delivery Manager
present
- Drive a best in class IT support operating model leveraging Tyco's internal support team and outsourced IT service providers
- Lead new initiatives for outsourcing services to our providers from opportunity identification to knowledge transfer and performance measurement
- Manage our customer escalations and be Tyco's point person for all initial reports and updates back to the customer
- Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, service level and if necessary budgets/cost details
- Ensure data governance methodologies are adhered to within our regulated environment
- Lead and design transformational managed services programs across geographies and business units
- Leads, manages and monitors the successful delivery of managed services, managing the implementation process end-to-end including process standardization and knowledge management build out
Education
Education
Bachelor’s Degree in Business Information Systems
Bachelor’s Degree in Business Information Systems
Howard University
Bachelor’s Degree in Business Information Systems
Skills
Skills
- Excellent grasp of working within global professional services context
- Excellent interpersonal and communication skills and ability to communicate at all levels
- Strong IT Knowledge and understanding of IT operational environment
- Excellent attention to detail
- Strong strategic planning experience with the ability to identify opportunities to better leverage technology, automation and to strengthen business alignment
- Good working knowledge of Microsoft Office tools (Including MS Project and Visio)
- Detail and process-orientated and strong customer service skills
- Infrastructure or IT automation/monitoring background is highly desirable
- Thought leadership; solution-oriented, creative out-of-the-box thinking, ability to quickly adapt within a fast-paced environment
- Excellent communication and conversation skills (Verbal and Written)
15 IT Service Delivery Manager resume templates
Read our complete resume writing guides
1
IT Service Delivery Manager Resume Examples & Samples
- End-to-end delivery of programs and projects supporting Workplace of the Future
- Ensure projects are managed to scope, time and budget
- Adopt and follow standard methodologies, processes and tools
- Provide oversight and/or project management, business analysis and transition management on each project
- Support the development of the business case with the customer team, including leading on the solutions estimate
- Estimate project scope, budget and timeline for customer
- Contribute solutions knowledge to Strategy & Architecture (S&A) application and infrastructure roadmaps
- Deliver solutions in accordance with IT strategy and application roadmaps, making optimal use of shared resources (e.g. co-sourcing, code re-use, enterprise tools, operational systems and data stores)
- Provide level four incident and problem management support for enterprise applications
- Identify and manage complex issues, preventing escalations, where possible
- Manage project risks effectively
- Perform business case analysis and create meaningful project estimates
- Demonstrate in-depth knowledge of the EY competency principles and practices, including the ability to coach and teach
- Identify challenges and propose meaningful solutions
- Team player who is also willing to lead
- Develop key relationships across the IT Services organization
- Operate as a self-starter and with minimal supervision
- Excellent management, interpersonal, communication, and organizational skills
- Good understanding of the customer strategy, services and business processes
- Ability to work and team effectively with other Solutions groups and other management personnel
- Ability to work with globally dispersed project teams
- Excellent grasp of working within global professional services context
- High degree of tolerance for ambiguity in a fast-paced, change-oriented environment
- Demonstrated project and/or program management experience
- Experience managing teams of project managers, business analysts and application engineering
- Understanding of formal project management, business analysis and development methods and tools
- Very good understanding of application and Infrastructure landscapes
- IT strategy and IT infrastructure optimization experience
- Good exposure to/experience in project pipeline and resource management
- Good understanding of key performance indicators relevant for the role
- Overall understanding of the business objectives of service lines and Core Business Services departments
- Some experience in financial management, including budgeting and cost comparison for the relevant services
- Ability to manage Up (Executive/Senior Management), Down (Direct Reports), and Across (Peer Groups, Stakeholders, etc.)
- 10+ years in corporate IT or IT consulting field
- 7+ years’ experience in project management or related technical field (application development, deployment/implementation and infrastructure)
2
IT Service Delivery Manager Resume Examples & Samples
- Supervision of daily Incident and Problem Management processes. Ensure issues are proactively managed to resolution, impacts mitigated and root cause eliminated. Provide leadership and direction to the global support team as well as partner teams in infrastructure, development and business process
- Providing an escalation contact to business and IT senior stakeholders. Ensuring effective handover between other regions to provide continuous follow-the-sun coverage
- Building relationships with key business and IT stakeholders and an understanding of key business processes to help facilitate the efficient running of the service delivery
- Audit reviews and remediation. Identify and minimise operational risks
- Driving IT service operational excellence within a vendor outsourced model as well as working through any vendor or service transitions
- Strong focus on continuous service improvement, demand reduction. Implementation of transformational process improvements through special projects
- Oversight of how the support teams are performing against group wide operational targets and ensuring the support teams are meeting them
- Gaining sufficient technical and functional understanding of a number of Finance and Risk control applications in order to manage serious incidents, provide insight and governance over changes, discuss requirements and issues with business and IT teams
- Driving implementation and improvement of Service Management processes to build consistency and quality throughout the services
- Engaging with development teams, project managers and business change analysts to understand upcoming demand and ensure service introduction processes are engaged
- Manage various initiatives to improve the quality of GPS or its integration with wider UBS processes. They will be expected to be a strong contributor to the GPS overall team and other global strategic improvement initiatives
- Degree graduate in technology or any other relevant disciplines
- Minimum 8 - 12 years of relevant work experience
- Strong and proven experience working in similar application production services environment
- Experience working with offshore and outsourced vendors
- Excellent Communication (verbal and written)
- Organisation / Project Management
- Experience in global orientated processes preferred
- Application and Database background
- Experience of Risk Control and/or Finance processes
- Infrastructure or IT automation/monitoring background is highly desirable
- Business Objects/Tableau
- Proficiency in MS Office: Microsoft Excel/Word/Power Point
3
IT Service Delivery Manager Resume Examples & Samples
- LI-Priority
- LI-TP1
- An excellent level of knowledge and understanding of operational risk frameworks
- A thorough understanding of, and a proven track record of oversight and management of IT Risk Management processes and controls
- Understanding of the IT regulatory and compliance requirements within the Financial Services industry
- Broad knowledge of information security and technology
- Good understanding of ITIL, SDLC and project management processes/methodologies
- Ability to operate successfully in a matrix environment
- Able to interact comfortably with all levels of management
- Comfortable with hands-on detailed work, as well as high-level strategic analysis and thinking
4
Credit Risk IT Service Delivery Manager Resume Examples & Samples
- Work with Project Managers, Analysis, Development and QA teams as well as Service and Product and Account Management to deliver high quality components for the Credit Risk platform
- Act as escalation point and troubleshoot issues as they arise
- Work closely and effectively with other IT teams across the Bank in all regions
5
Senior IT Service Delivery Manager Resume Examples & Samples
- Drive a best in class IT support operating model leveraging Tyco's internal support team and outsourced IT service providers
- Lead new initiatives for outsourcing services to our providers from opportunity identification to knowledge transfer and performance measurement
- Manage our customer escalations and be Tyco's point person for all initial reports and updates back to the customer
- Allocate accountability to our service provider and ensure they are performing according to the KPI's agreed with them. Any issues with performance must be resolved between the SOL and our provider
- Drive issues to resolution using experience across a diverse IT landscape
- Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, service level and if necessary budgets/cost details
- Ensure data governance methodologies are adhered to within our regulated environment
- Allocate and drive accountability to the correct owner within the ecosystem
- Extensive responsibility in developing and managing managed services strategies and deployments across a wide number of business functions with practical experience of implementing managed service provisions globally within technology platforms
- Lead and design transformational managed services programs across geographies and business units
- Leads, manages and monitors the successful delivery of managed services, managing the implementation process end-to-end including process standardization and knowledge management build out
6
IT Service Delivery Manager, Pune Resume Examples & Samples
- Overall Global IT Delivery lead for the GGL platform. Management of the development team and interaction with the QA teams as well as service product managers to manage platform deliveries to high quality, cost and time
- Management of both the Pune based and US (L3 support) delivery services
- Manage the relationships with our ITO partners
- Be a culture carrier for UBS in the India BSC and a visible leader to the GGL development and delivery teams
- Integrate the Pune office with the global team, ensuring that UBS's global standards and practices are followed
7
IT Service Delivery Manager Resume Examples & Samples
- Design new IT solutions to address any problems that arise, or to bring efficiencies with bank IT Infrastructure Support Functions
- Responsible for Tool development and Project Mangement & Coordination
- Responsible for assessment and approval of any on-boarding/off-boarding tools / application in the bank Infrastructure space
- Maintenance of the tools/application developed for Infrastructure support team
8
IT Service Delivery Manager Resume Examples & Samples
- Overall Global IT Delivery lead for the Asset Management Risk platform. Management of the development team and interaction with the QA teams as well as service product managers to manage platform deliveries to high quality, cost and time
- Owning and managing the front-to-back implementation of projects based on client or market requirements
- Manage relationships with UBS internal clients (business and IT)
- Act as Global escalation point and issue management (through the team)
- Manage L3 Support services
- Ensure adherance to regulatory and UBS policy compliance at all times
- Poses strong people management skills
- Financial experience (preferably Investment Banking and ideally within a Finance or Risk environment)
- Experience of reporting technologies (Business Objects)
9
IT Service Delivery Manager Resume Examples & Samples
- Ensure production stability and availability for key operational business processes
- Handle incident escalation and management
- Perform Problem Management including
- Bachelor's degree in business related area
- 8 - 10 years' experience in IT support role within Financial services industry
- Broad understanding of technology systems across mainframe, midrange and distributed areas
- In-depth knowledge and understanding of Incident and Problem Management practices, skills and tools
- Experience in supporting critical and time sensitive applications
- Manage, develop and monitor clear and realistic action plans to accomplish objectives using given resources
- Highly organized, a motivated self-starter and able to quickly take ownership of the role
- Ability to coordinate activities of geographically dispersed teams (offshore management)
- Self-driven with the ability to manage and prioritize
- Strong team player, ability to build relationships from both a business and technical point of view
- ITIL training and certification preferred
- Committed to process improvement, LEAN and/or Six Sigma training a plus
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of Microsoft Office tools (Including MS Project and Visio)
10
IT Service Delivery Manager Resume Examples & Samples
- Provide support for and consulting on projects and BAU activities that impact Corporate HR and the broader HR community
- Needs to be a very proactive individual that can work with minimal supervision
- Experience or familiarity working in an outsourced environment with 3rd party providers is a plus
- Strong analytical, logical and creative thinkers who are effective at problem solving and detail-oriented
- Strong skills in time management with the ability to manage complex work plans, conflicting priorities
- High level of confidence both in terms of process and analysis skills
- Familiarity with a variety of technologies including mainframe, distributed (UNIX and Windows), and IT infrastructure such as servers, authentication, file transfer protocols, Web 2.0, etc
- Application development, testing and infrastructure management experience a plus
- Experience with multiple technology platforms
- Excelent interpersonal, written and verbal communication skills
11
IT Service Delivery Manager Resume Examples & Samples
- Lead and manage the daily operations of unit to ensure the highest level of operational service for a technology related program(s)
- Plan, implement, and track initiatives to drive continuous service and process improvement for assigned service domains
- Oversee projects and coordinate personnel and actions required to meet customer commitments and deadlines
- Leverage program management tools and processes to assign work, manage delivery, measure results, and produce reports in accordance with established service level agreements
- Establish and implement standard processes and procedures for all service domains
- Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends
- Education:Bachelor's degree in Business Information Systems, Business Administration, Computer Science or related field
- Certifications: N/A
- Skills:This job requires advanced knowledge of and skills in the development, installation and maintenance of IT systems typically of a high degree of complexity and/or having campus-wide scope and impact. Additionally, skills in technical management, project management, strategy development, organization, communications, and customer service are required
- Preferred Work Experience:N/A
- Preferred Skills
12
IT Service Delivery Manager Resume Examples & Samples
- Education:Bachelor's degree in Business Information Systems, Business Administration, Computer Science or related field or equivalent combination of education and experience
- Preferred Work Experience: Experience managing projects with an enterprise management tool, such as Microsoft Project Server or WorkFront; Ability to read and interpret blueprints and specifications; Hands-on experience working with AutoCAD; Experience with capital building and renovation projects
- Preferred Certifications:Project Management Principal and IT Service Management Certification. Project Management Professional (“PMP”) Certification; BICSI Registered Communications Distributions Designer ('RCDD')
- Preferred Skills: Highly self-motivated and directed; Experience working in a team-oriented, collaborative environment; Ability to absorb new ideas and concepts quickly; Good analytical and problem-solving abilities; Ability to effectively prioritize and execute tasks in a high-pressure environment; Ability to present ideas in business-friendly and user-friendly language; Very strong customer service orientation with an attention to detail; Excellent written, oral, interpersonal, and presentation skills
13
IT Service Delivery Manager Resume Examples & Samples
- Experience working in one or more of the following industries: Financial Services or Pharmaceuticals
- Build and manage relationships across client IT and associated business functions
- On-boarding - development of IT Service vendor relationships
- Establish SLAs with incoming vendor / measure and uphold SLAs as per contract
- Determine improved performance measures with new vendor and develop project plan to implement
- Identify ITIL service catalogue items to be supported day 1, with plan to support further items over time
- Capex and Opex fiscal oversight of vendor aligned to terms of contract
- Communications, project management and reporting to Senior Client Stakeholders
14
IT Service Delivery Manager Resume Examples & Samples
- Overseeing all operations inclusive of Incidents, Requests, and Problem management
- Act as an escalation contact for issues that may arise during the day and driving resolutions
- Assist/drive the team in providing efficient 2nd level Support on all Identity & Access Management
- Ensure incidents/requests are resolved within agreed SLA times
- Preparation and involvement in BCM related activities
- Ensuring Audit/Risk items are flagged and remediated as appropriate
- Excellent verbal and communication skills in English
- Web Services - Apache HTTP and Tomcat [experience desirable]
- Operating platforms - Solaris 10, RedHat Linux, Windows Server [experience desirable]
- Database - Oracle 11 [experience desirable]
- Directory Service - Oracle Directory Server Enterprise Edition 11g [experience desirable]
- Technologies - Siteminder, Oracle Waveset(Formerly SUN Identity Manager) [experience desirable]
- Tools - Service NOW, JIRA, Tableau [experience desirable]
15
IT Service Delivery Manager Resume Examples & Samples
- Responsible for supporting approx 700 users across 7 sites (4 countries) on over 50 business critical applications
- Providing a 24/7/365 service to all internal European entities within the marketing arena and external partners WNS, Cognizant, EnBw etc
- Responsible for maintenance & support of up to £1.5M in Infrastructure assets
- Financial impact of systems failure in excess of £1M
- Maintenance of Infrastructure and applications supporting over £1Billion in customer billing
- Participate on Strategic projects with a budget of up to £3.5 million
- Operation and maintenance of our IT Infrastructure, Applications and Desktops within agreed service levels
- Ensure compliance with ITIL (IT Infrastructure Library) standards for Service Delivery activities
- Support the development, infrastructure and support teams in relation to any support and Service delivery related activities
- Management of 3rd parties and partners with regards to IT Infrastructure, support and service delivery activities
- Lead and support IT Infrastructure, Service Delivery and Support initiatives and projects
- Ensure compliance with any regulations relating to the storage and operation of data
16
IT Service Delivery Manager Resume Examples & Samples
- Bachelor’s degree in an IT related discipline and a minimum of 10 years of experience in an IT related role
- Position requires at least 3 years of management experience or progressive IT lead responsibilities
- Must be able to communicate effectively and have the ability to multi-task
- Minimum of two years of financial budgeting experience required
17
IT Service Delivery Manager Resume Examples & Samples
- Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution
- Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery
- Develop understanding of the major service level elements of the managed services agreement as it pertains to SLAs and Key Metrics (KMs) and participate in the review and validation of monthly reported metrics with the governance and managed services providers
- Review and approve service request proposals, applying knowledge of the service agreement charge structure and established baseline costs for accuracy and validation with agreed pricing structures
- Maintain regular reviews and visibility to service requests to proactively address requests with managed service provider service delivery managers, project managers and other resources to facilitate on-time delivery of requests
- Escalate incidents, service requests and other requirements with the service provider as required to meet business objectives
- Engage with Jabil corporate and site IT teams to understand scope and requirements, ensure engagement of managed service provider resources, and effective project management of major initiatives
- Maintain regular reviews of the problem management activity and ensure problems are being identified, addressed and resolved in a timely manner by the managed services partner
- Maintain relationship with service delivery counterparts and the overall service delivery team of the managed services provider
- May perform other duties and responsibilities as assigned
- Minimum 6-8 years of experience within Information Technology with 4 years experience managing people and vendor relationships
- Or a combination of education, experience and/or training
18
IT Service Delivery Manager Resume Examples & Samples
- Attend customer review meetings, as required, and internal stakeholders reviews taking feedback from the customer and ensuring that it receives the required degree of focus and attention by the rest of IT operational group(s)
- Support Incident Management and IT in major incidents, clearly articulating business impact for the affected service(s) and being the primary contact and escalation point for your customer base
- Review published Incident Reports from IT and adapt where required for delivery to the customer
- 3 Years’ experience of IT Service Delivery Environment
- Educated to A-level standard (or equivalent)
- Good Customer Relationship Management and Supplier relationship skills
- Logical, persuasive and influential
19
IT Service Delivery Manager Resume Examples & Samples
- Customer liaison and point person for escalated situations
- 5-10 years of related experience
- Strong hardware and software knowledge and experience required
- Strong analytical skills and customer service abilities
- Excellent communication and presentation skills required
20
IT Service Delivery Manager Resume Examples & Samples
- Providing a 24/7/365 service to all internal European entities within the marketing arena and external partners
- Management of up to 20 IT professionals, and matrix manage cross-functional staff
- Management of 1st, 2nd and 3rd level support for the company IT operations; applications, infrastructure and telephony
- Manage the implementation of new, and maintenance of existing, infrastructure and systems software efficiently and on schedule ensuring systems remain supported and secure
- Implement and manage service delivery best practices as published in the BSI (British Standards Institute) Code of Practice in IT Service Management, ITIL (IT Infrastructure Library) and itSMF (IT Service Management Forum)
- Agree and manage SLA's both internally and externally, Define, implement and monitor KPI's relevant to the business and reporting on these within agreed service levels
- Evaluate and manage the risk and opportunities associated with the operations and support of IT products and services, giving consideration to the impact on existing service levels
- Custodian of Infrastructure Technical Standards, and contributing to technology strategy
- Influence our technology strategy and set direction for Infrastructure, Service Delivery and Support teams
- Develop, maintain and champion a service oriented culture within the support teams
- Lead Service and Support work in support of project and product lifecycles
- Undertake the Service and Support lead on the Change Advisory Board ensuring support elements are considered and taken in account ensuring that proposed implementations are complete, sufficiently tested, and conform to documented technical and service standards ensuring the delivery of required IT service levels to the business
- Develop the members of your team, and, to ensure that there technical competence is maintained
- Ensure that all business applications operate within agreed service levels
- To build, maintain and monitor models that predict service availability, capacity and performance for evolving business patterns and expansion plans
- Ensure that the Disaster Recovery site is maintained and available for successful invocation in accord with the Business Continuity Plan
- Look to harmonise Supplier contracts across countries, challenging on behalf of each entity renewals using purchasing power for bulk renewals
- Passion and awareness and of new emerging technologies and standards being adopted within the IT industry
- Strong analytical and problem-solving skills
21
Senior IT Service Delivery Manager PC Client & Image Distribution Resume Examples & Samples
- 8-10 years experience, required
- LSS Green Belt online training required – preferred
- Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc…)
- PC Hardware and Software lifecycle management
- PC Security and Corresponding Concepts
- PC Client Imaging, Distribution, Management, Architecture, and Delivery experience
- Processing Services – Management of supplier delivery of: Data Center Facilities Operations, Data Center Networking, Operating Systems, Storage Technologies, Virtualization Concepts and Implementations including Cloud, Service Continuity
- Windows Imaging and Configuration Designer (ICD)
- Office 365 Pro Plus ‘Click to run” and MSI
- Symantec PC Encryption
- Developed range of strategic management and leadership skills
- Has demonstrated extensive relevant technical or business work experience
- Have sound commercial, organizational, time management, negotiation and resource management skills
- Is skilled in conducting meetings and team management
- Above average proficiency using office productivity applications
22
IT Service Delivery Manager Resume Examples & Samples
- 6-10 years of IT experience
- LSS Green Belt online training required
- Experience in supporting Mobile Platform iOS (iPhone/iPad), Android, Windows Phone 7
- Experience using Mobile Device management tools – ActiveSync, BoxTone, Mobil Iron, AirWatch and Citrix XenMobile
- Experience with Microsoft Exchange and Enterprise Messaging Systems
23
Senior IT Service Delivery Manager Resume Examples & Samples
- 6-10 years of IT experience, required
- LSS Green Belt online training
- Typically has a strong relevant technical or business work experience, including previous Operational Service Delivery Management experience
- Knowledge of various virtualization technologies
- Knowledge of Citrix and XENAPP
- NetScaller [VPN Gateway]
- Thin Client technology
- External access solutions/implementations (Extranet)
- Experience with virtual desktop provisioning and application publishing
- Windows, Windows server, Active Directory, Active Directory groups and GPO
- Installation/configuration of Microsoft productivity suites
- Business Continuity Disaster Recovery Architecture Concepts and Failover Technologies
- Knowledge of Computer Networks and connectivity (LAN/WAN/TCP)
- Windows/Linux/Solaris, mid-tier, Web, Databases Oracle/SQL and Active Directory Services
- Server sizing, storage architecture, and performance tuning
- VDI High Availability options, concepts, and capabilities
- Comprehension of server Backup and Recovery Services
- IT Asset Management operationalization, service delivery, reporting, and tools (I.E. Eracent)
- Client Security Policy Configuration Management including Endpoint and Antivirus Software
- Has broad commercial and technical expertise, often in a variety of environments
- Demonstrates the leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions
- Understands standard contracting procedures within own organization
- Has a broad knowledge and understanding of IT concepts, current and emerging RISK Coherences, and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services
- Demonstrated ability for systematically analyzing and managing problems arising from incidents in the operation of information systems. Has general awareness of critical incidents and business implications
- Demonstrated ability to become thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service
- Has the ability to lead teams successfully when handling complex or high impact problems
- Demonstrates excellent verbal, written, and presentation skills
- Above average proficiency using Microsoft Office productivity applications
24
IT Service Delivery Manager Resume Examples & Samples
- Certifications:N/A
- Preferred Education: Master's degree
- Preferred Work Experience: Eight years of job-related experience
- Ability to lead technical staff creating a highly responsive, customer service environment
- Comfortable relaying technical information in non-technical terms to both individuals and groups during support incidents, orientations, and formal training classes
- Ability to troubleshoot, diagnose, and resolve problems under the scrutiny of the customer and/or other support professionals who have exhausted their abilities
- Ability to inspire confidence and maintain composure in stressful encounters with unhappy and frustrated users
- Interpersonal skills as demonstrated by the ability to work cooperatively with people from a variety of disciplines and backgrounds
- Ability to accept guidance from persons with more experience and give constructive assistance to those with less experienced
- Ability to lead meetings and present presentations to employees, staff, piers, and upper management
25
IT Service Delivery Manager Resume Examples & Samples
- Manages the regional Service Delivery functions which includes the Service Desk and IT Governance (ITIL, PMO, Financials)
- Establishes and manages the regional IT Service Catalog
- Establishes and manages the regional IT Service Level Agreements
- Builds IT service relationship with customers
- To provide reports to an agreed schedule (or on request), including management and financial performance reports
- Establishes and implements short and long term strategies to deliver services to customers within reasonable schedules and budgets
- Connects the business to technology
- Communicates and manages the regional Budget, Chargeback, and Allocation model
- Drives ITIL framework throughout IT organization including
- BA/BS Computer Science or related field
- 10 years working in Information Technology
- Experience with ITIL framework
- Experience working with Automotive Sector/Organizations
- Project Management Methodologies/Processes
- Strong communications skills needed to interface with high-level customer representatives
- Strong priority setting and planning skills
- Ability to publicly represent the company and department with internal and external clients
- Ability to use own judgment and initiative in problem resolution
26
IT Service Delivery Manager Senior Resume Examples & Samples
- Direct experience designing, writing and supporting custom business software in a large corporate environment. Including familiarity with modern development concepts, such as DevOps, test first development, and testing automation
- Direct experience managing a team of 10-15 software developers, working in a complex multi-tiered environment across multiple technologies
- Capability to prioritize and direct the day to day work of technical staff, including employees and contractors
- Ability to cultivate partnerships with peers in the line of business to ensure that their technology needs are met
- Capability to work with business and IT partners to prioritize competing demands to deliver the right solutions in the right order to support line of business needs
- Experience developing and maintaining technology roadmaps in concert with IT architecture and line of business partners. Providing a continued focus on modernization, stability, and improved time to market for critical business changes
- Experience with vendor management, leveraging partners as needed to insure systems meet Huntington's business needs
- Bachelor's degree preferably in Information Systems or a closely related Business degree
- Minimum ten years of experience in Information Technology, including experience in managing individuals
- Experience in banking, including credit and or collections
- Proficiency in MS Office (Word, Excel, Outlook, PowerPoint)
- Excellent interpersonal, written and verbal communication skills; ability to effectively interface and team with all levels of the organization
- Candidate must be self-motivated and assertive while possessing the ability to handle and prioritize multiple tasks in a team environment
- Excellent organizational skills, able to coordinate multiple projects and flexible at adjusting assigned priorities when needed
- Superior writing, proofreading, analytical and quality assurance skills with exceptional attention to accuracy and details
- Able to show initiative, demonstrated by a strong drive for results in support of management's objectives
27
IT Service Delivery Manager Resume Examples & Samples
- Performance of the Service Desk team sits within agreed levels. Service Desk meets / exceeds these measures, including the business customer satisfaction measures
- High customer satisfaction evidenced by regular distribution and presentation of results of a customer satisfaction survey
- SupportWorks is maintained as a centre of service information and is used effectively across the IT operation
- Pro-active change driven through the Service Desk and affected business areas
- Leadership, development and retention of individuals within the Service Desk team
- Ensure that the Service Desk produces a weekly reporting pack incorporating system and operational SLA tracking
- ITIL foundation accreditation (minimum)
- Proven report writing capabilities
- Proven stakeholder management skills
28
IT Service Delivery Manager Resume Examples & Samples
- Proactively meets with office leadership on a quarterly basis and reports up to RTM
- Follows up on quarterly meetings and shares results with RTM
- Participates in local office leadership meetings as appropriate
- Provides expert advice and consultation to colleagues
- Manages field support operations through internal staff and external vendor support groups within assigned geographic market
- Manages support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs
- Ensures infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements
- Ensures staff follows operational guidelines, principles, and processes as described by senior management
- Collaborates with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks
- Conducts periodic reviews to ensure compliance with regulatory guidelines, MGTI and operating company policies, and best practices within MGTI and IT industry standards
- Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
- Assists in the setup and operation of audio visual hardware as required by end user
- Determines appropriate hardware and software based on corporate policy and end user requirements
- Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues
- Escalates incidents and questions to appropriate support groups
- Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves
- May assist in administration and maintenance of technology infrastructure components
- May assist in installation, maintenance, troubleshooting and repair of office telephony systems
- Directly participates or assists RTM in approved MGTI projects
- Coordinates local “projects” such as moves, acquisitions, etc
- Provides coaching and mentoring to subordinates
- Performs staff performance and salary reviews
- Provides input for budgeting, improving processes and maintaining standards
- Manages activities of outsourced staff (as applicable) and follows up on service issues
- Works with HR managers and senior staff to document and remediate performance issues with staff and takes appropriate follow-up actions
- Uses corporate incident management system to record and track all support work
- Maintains accurate hardware and software records for corporate assets
- Performs time tracking tasks as required
- Assists with the procurement of hardware and software
- Supports team’s abilities and functions through positive customer relations
- Contributes to the improvement and enhancement of processes and procedures
- Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members
- Performs related duties as assigned by management
- Bachelor’s degree in a technology related discipline
- OR a combination of work experience, education and training equivalent to a four-year college degree in a technology related discipline
- Minimum of five years related work experience; seven years preferred
- Minimum of one year management experience; three years preferred
- Knowledge of company desktop operating systems and software
- Knowledge of company standard computer hardware
- Superior customer service skills
- Ability to lead and work within a team environment
- Ability to independently plan, organize and prioritize one’s own activities
- Ability to express ideas clearly in both written and oral communications
- Ability to coach and develop subordinates to encourage high performance
- Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
- Ability to work in a typical office environment
- Ability to lift and move desktop and other related hardware
- Frequent, local travel may be required depending on location
- Occasional, distant travel may be required
- Occasional evening and weekend work may be required
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IT Service Delivery Manager Resume Examples & Samples
- Partnering with Infrastructure Architecture and Engineering to influence designs (to include video, audio, and networking) as part of the engineering design package, and coordinate the design review and change process with Operational team members and third party partners
- Proactively troubleshooting devices and coordinating equipment and system repair/maintenance as required
- Continuously monitor effectiveness of communication services, perform root cause analysis, develop and implement improvement plans
- Developing and maintaining procedures, standards and methods for team members and other colleagues
- Partnering with clients, consultants, applications technologists, external stakeholders, and other I/S domains to understand business and systems requirements and identify communication and collaboration technologies and solutions needed to support the business
- Sharing knowledge and assisting team members and other peers who are less experienced or knowledgeable in a specific technology
- Assisting in monitoring and managing the health of solutions and services by utilizing available tools
- Maintaining up-to-date awareness of industry developments and best practices in area of specialization
- Participating in researching vendors, equipment, and software to support business needs
- Coordinating AV support and audits to ensure accurate equipment and compliance
- Responsible for the operational maintenance of the company’s global voice & video system standards
- Lead monitoring and troubleshooting of voice carriers
- Identify, analyze, and drive problems to resolution, handling complex issues simultaneously while effectively communicating
- Escalate issues and problems to external vendors and management as necessary, ensuring prompt and accurate resolution and appropriate visibility
- Participates in the installation, configuration, and maintenance of technologies, software and solutions following established procedures and change control standards
- Performs post-installation verification
- Perform day-to-day operations, general & preventive maintenance and tracking of inventory, room sweeps
- Perform requests through to completion and follow-ups to ensure customer satisfaction
- Accurately record, update and document Incidents and Service Requests using the IT Support Desk system (ServiceNow)
- Communicate and update relevant stakeholders regarding on-going operation of services, open incidents and problems and providing timelines for resolutions or upgrades
- 5+ years’ experience with Cisco VoIP infrastructure systems (Cisco Unified Communications, Cisco Call manager, etc.) Including the current shipping versions
- 5+ years’ experience with Cisco Video infrastructure systems. (VCS, TMS, TCS, TPS)
- Global voice systems maintenance experience
- Strong teamwork, collaboration and communication skills
- Demonstrated customer relationship management skills, with the ability to build strong relationships with other business partners and IT team members
- Working in environments with high adoption of Cloud technologies
- Experience with mergers and acquisitions
- Experience in client migrations and tools
- ITIL Foundation level and above
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IT Service Delivery Manager Resume Examples & Samples
- Sustaining a high level of service that enables all Jazz employees to perform their roles using devices in a productive and secure manner
- Ensuring end user devices are effectively configured, deployed and managed
- Acting as the liaison for solicitation, communication, resolution and changes for the end user environment
- Ensure that all end-user IT tools (hardware, software) and services are available in a timely manner for all users, configured to standards and maintained to standards
- Manage assigned projects from initiation to completion, including follow-up analysis
- Collaborate with others on the delivery of and end-user computing strategy which covers lifecycle management , employee productivity gains, system deployment methods and centralized controls of end user environment
- Develop, update and improve end-user guides and training materials
- Develop and provide technical support and training to service desk staff on computer hardware, software, specialized technology, peripherals and the most relevant end-user IT tools
- End User Computing
- 5+ years of System Center Configuration Manager (SCCM) experience
- Strong operational experience in managing end user devices in a global company
- Strong Technical client knowledge in both hardware and software (Dell and Microsoft)
- Proven experience in Microsoft technology stack (e.g., Windows OS 7, 10, Office 201X, SCCM 201X)
- A demonstrated service delivery mind-set with experience in implementing result driven end-user computing services
- Experience implementing continuous improvement programs
- Strong presentation and communication skills with ability to engage and influence senior level staff
- Demonstrated customer relationship management skills, with the ability to build strong rapport with the IT support community
- Process management capability, in particular the ability to drive workflow standardization and integration into technology tools
- Demonstrated experience working with and guiding external partners (e.g., remote service desk, on-site deskside support contractors) in a multi-national environment
- Pharmaceutical industry experience
- Working in environments with high adoption of cloud technologies
- ITIL Foundation level
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IS / IT Service Delivery Manager Resume Examples & Samples
- Manage and direct the activities of the TAS UK IS Department
- Plan, organize, control and evaluate IT and electronic data operations
- Design, develop, implement and coordinate systems, policies and procedures
- Ensure security of data, network access and backup systems
- Act in alignment with user needs and system functionality to contribute to organizational policy
- Manage information technology and computer systems
- Audit systems and assess their outcomes
- Preserve assets, information security and control structures
- Manage annual budget and ensure cost effectiveness
- Develop TAS UK IS strategy
- Propose, implement and manage the strategic development of the Company's IT Systems in line with the needs of the business and the strategy of the group
- Travel is anticipated as part of this role, between the Harwell and Bristol offices (1 - 2 days per week) along with travel to within Europe to other Thales Alenia Space sites (1 - 3 days a month)
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IT Service Delivery Manager Resume Examples & Samples
- Service Delivery experience within an ITIL environment
- Extensive Supplier and Vendor Management Experience including contract negotiations
- Experience of creating Service and Support processes from ground up and carrying out effective stakeholder management up to Exec Level to ensure process is adopted
- Experience of driving service improvement through effective process governance
- Ability to vary style and approach with stakeholders to achieve desired result
- Highly articulate written and oral communication skills
- Ability to quickly establish credibility and rapport with stakeholders
- Experience of multi-tasking, and ability to lead virtual teams
- Background in Media/Broadcasting is a great advantage
- Experience of working with Agile Methodology and Online technologies is essential
- Experience of driving service performance to consistently meet and exceed SLA's and KPI's
- Experience of running governance forums such as Monthly Service Reviews and Quarterly Business Reviews
- Experience of service transition in a product/project environment is desirable
33
IT Service Delivery Manager Resume Examples & Samples
- To initiate, manage service changes and continuously improve our IT Services in Australia & New Zealand
- To ensure that local business continuity is maintained
- To collaborate on Global IT Projects roll-outs (i.e. Office 365) with other IT Service Delivery Managers worldwide
- Bachelors or Master Degree in Computer Science, Information Systems or equivalent experience
- 3-5 years’ experience managing IT operations for a mid to large sized company
- Good Project Management skills
- Ability to influence and work with senior leadership and business stakeholders
- Experience in Planning and executing infrastructure related projects
- Drive and Persistence
34
IT Service Delivery Manager Resume Examples & Samples
- Finance and Controlling Business Processes for UK Plants
- Planning , Designing , Development and Operations of the Hams Hall SAP FICO Application solutions in line with Business Requirements
- Project Management of local and group wide IT application projects
- Provide business consultancy within the Finance and Controlling business process areas
- Provide BRM (Business Relationship Management) services for Finance functions
- Considerable experience in the configuration and management of SAP FICO IT application systems development, maintenance and support in the Manufacturing Automotive sector
- In-depth knowledge of SAP FICO with certification where applicable
- Experience and knowledge of ABAP programming / debugging required
- Consultancy skills, to provide recommendations on SAP FICO business process and IT solution design and implementation
- Considerable Finance and Controlling business process experience
- Extensive experience working in various SAP interfaces, especially Idoc’s and RFCs
- Good working knowledge of ITIL and Testing Tools
- Formalised project management experience
- Excellent level of communication skills at all levels of the organisation
- Excellent written communication skills (business cases, specifications etc)
- German language skills desirable
- UK Driving licence essential
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IT Service Delivery Manager NZ Resume Examples & Samples
- Relevant tertiary qualifications in a technology discipline
- Strong working knowledge of IT management and practices
- Clear evidence of working as a business partner with demonstrable evidence of adding value through analysis, support and challenge
- High quality team leadership experience
- A sense of fun!
36
IT Service Delivery Manager Resume Examples & Samples
- Take a hands-on approach to managing the 24x7x365 operations of the IT Service Desk and Desktop Services teams. Direct the planning and scheduling of staff. Ensure that all calls/tickets are being properly handled, prioritized and progressed, while maintaining the highest standard of customer service
- Act as a primary point of contact for escalation on major system outages, supplier issues, conflict resolution, customer experience issues and service improvement suggestions
- Ensure resources have the right tools, access, training and information to enable the rapid resolution of Incidents/Requests and the ability to address project needs. Assist in the technical development and enhancement of customer support systems and functionality
- Devise and maintain all support processes, workflows and procedures to ensure all IT issues are managed, and that robust escalation procedures are in place. Ensure compliance with these standards
- Participate in the development of service level agreements and in the ongoing management of service level compliance and operational performance reporting. Identify and execute on IT service gaps. Ensure systems are in place to monitor peaks, troughs and trends in customer demand
- Maintain and manage the content of the IT knowledgebase, ensuring all information is accurate, relevant and understandable. Regularly report on its effective use
- Responsible for recruitment, development and retention of Service Desk and Desktop Services staff. Ensure adequate staffing levels are maintained at all times. Maintain a high level of employee morale within the team
- Assist the IT Customer Care Director in the preparation and administration of departmental budgets, business plans and metrics. Manage the creation, distribution and analysis of operational, business and financial reporting for your area
- Enhance and develop the respect and value of the Service Desk and Desktop Services across HCMC by building and maintaining good working relationships with customers, suppliers and other technical areas. Develop and demonstrate an understanding of customer/business needs
- Support customer service initiatives throughout the company and focus on continuous improvement of the customer experience
- 8+ years in Information Technology Management with at least 3 years in a Service Desk Manager and Incident Management Manager role
- 3+ years combined “Service Desk Analyst” and “Desktop Analyst” experience
- License/Certifications: ITIL Foundations Certification
- Thorough understanding of the ITIL Service Desk function, as well as Incident, Request Fulfillment, Access Management, Event Management, Problem, Service Level, Change, Configuration and Service Transition processes
- Expertise in the distribution of packaged applications to the desktop environment and remote control technologies
- Experience with desktop virtualization
- Experience with automated workforce management technologies
- Experience with IT Service Management (ticketing) systems
- Comprehensive knowledge of current PC operating systems, printing, networking and application environments
- Experience managing Service Transition of new systems from project to production environments
- Ability to self-manage, prioritize and deliver on deadlines
- Flexibility to adapt to changes/challenges in organizational strategy, priorities and direction
- Ability to overcome resistance to change
- Strong strategic planning experience with the ability to identify opportunities to better leverage technology, automation and to strengthen business alignment
- Ability to discern risks and take action to effectively mitigate
- Demonstrated experience in managing a metrics-driven organization with demonstrated continuous improvement
- Demonstrated focus on delivery a high-quality customer experience
- Highly developed team leadership and management skills
- Proven interpersonal, customer relationship and teamwork skills
- The ability to maintain productive working relationships both within a team and across team boundaries
- IT financial acumen
- Monitoring of Key Performance Indicators and performance against Service Level Agreements
- Resource performance management, mentoring and career development
- Healthcare industry experience
- 1+ years IT access provisioning/management experience
- 2+ years Application Development/Support Manager experience
- “Total Contact Ownership” program development expertise
- “Voice of Customer” expertise
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IT Service Delivery Manager Senior Resume Examples & Samples
- Bachelor's degree, preferably in Information Systems or Security, or a closely related Business degree
- Minimum of ten years of professional work experience, preferably in Banking, including experience in managing of individuals and technology and/or security
- Has a wide range of experience and able to resolve complex issues. Works on complex and diverse projects. Analysis requires an in-depth evaluation of variable factors. Exercises good judgment in selecting methods, techniques and evaluation criteria for obtaining solutions
38
IT Service Delivery Manager Resume Examples & Samples
- Promotes, implements, and fosters an environment that supports change and innovation. Courage to challenge the status quo is encouraged
- Effectively partners with other entities to accomplish outcomes in a way which promotes teamwork and decision making at the lowest possible level
- Facilitates team efforts in continuous quality improvement activities
- Engages staff in a way that supports high performance. Approachable and available
- Understands and supports the client's leadership philosophy and culture. Adds value to it by modeling behavior in a manner consistent with the client's core competencies and core values, embracing collaboration and consensus building, and fostering leadership at all levels
- Identifies conflicts and proactively initiates corrective action
- Balances demands and keeps multiple initiatives and work tasks going at the same time
- Uses the appropriate decision-making model for the situation at hand, consistent with the Pomeroy leadership philosophy. Understands their scope of authority and escalates appropriately. Uses data and analysis to drive decisions, including appropriate use of performance measures to manage the business in the near and long-term
- Personnel management including: Interviewing, hiring, training, mentoring, recognizing, and evaluating personnel. Partners with staff on personal and professional development. Drives staff engagement by creating a climate where all staff feel included and know their role
- Work management: Delegates appropriately to staff based on their job level, skills, and abilities; provides clear direction and defined objectives; manages staff performance to ensure positive results, including proactively engaging employees in critical conversations about their performance
- Infuses a learning culture in group or functional area to drive continual improvement
- Accomplishes financial objectives by forecasting; adhering to annual budget goals; scheduling expenditures; analyzing variances; initiating corrective action
- Maintain client-relationship through daily, weekly, monthly, and quarterly meetings and business reviews
- Balances client expectation and contractual obligation with tact and diplomacy
- Travel for site visits, client meetings, corporate training, out-of-scope project oversight
- Accountable for project schedule, financials, and deliverables
- Report on program performance at local and global levels (have the ability to effectively communicate factual information to project team, executives as well as project stakeholders)
- Produces weekly, monthly, and quarterly status reports to management and project stakeholders
- Broad understanding of IT best practices, including ITIL
- Broad understanding of IT disciplines related to Deskside Support
- Understanding of the project management lifecycle. Demonstrated experience managing large projects. Ability to anticipate and resolve issues that arise in the normal course of a project
- High level of interpersonal skill required to regularly interact with others within the organization. Ability to listen to customers and discern the most important needs. Excellent ability to build relationships at all levels of the organization. Versatile and comfortable wearing multiple hats
- Excellent written and oral communication skills. Demonstrated ability to adapt communications to meet the unique needs of diverse groups of people
- Experience mentoring and assisting staff with the creation of development plans
- Cultural competence, awareness, and comfort working in a diverse environment
- Thought leadership; solution-oriented, creative out-of-the-box thinking, ability to quickly adapt within a fast-paced environment
- 3-5 years of hands-on experience managing IT projects -- Familiar with Project Management methodologies
- Leadership experience including verifiable references
- Management of projects with 30+ team members
- Managed project teams over multiple geographical locations
- Have the ability to build and sustain strong relationships with colleagues, employees, and clients of varying levels (i.e., Executives, VPs, Directors, Management, End Users)
- Facilitate issue resolution - Identify customer issues, develop effective solutions and successfully manage the communication to the customer
39
IT Service Delivery Manager Resume Examples & Samples
- Operate as the lead point of contact for any and all matters specific to your customers
- Ensure delivery, resources and support process are in place to meet business needs
- Build and maintain strong, long-lasting customer relationships
- Manage high volume request demand within defined SLA's
- Participate / Lead in high severity scenarios and consult
- Participate in RCA sessions and develop best practices from lessons learned
- Collaborate and Develop operational improvements with departmental team
- Develop plan and improve upon existing service delivery processes
- Work with international operations teams
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Communicate clearly the progress of monthly/quarterly initiatives to stakeholders
- Forecast and track key account metrics
- Identify and grow opportunities
- Assist with high severity requests or issue escalations as needed
40
IT Service Delivery Manager Resume Examples & Samples
- Able to demonstrate the ability to undertake the above responsibilities
- ITIL Qualified and demonstrated knowledge of ITIL disciplines
- Demonstrable experience in leading virtual and vendor partner teams
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Able to work under pressure and meet deadlines
- Able to manage sensitive and sometimes confidential information
- Able to demonstrate initiative and a proactive approach to daily tasks
- Deep understanding of Operations and “run” aspects of IT, for back-end systems and end-user technology
- Proven relationship management skills including the ability to work collaboratively with end-users and executive leaders (brokers and agents) in the business
- Ability to partner with and collaboratively drive accountability with vendors and our internal teams
- Strong interpersonal, communication (verbal and written), negotiation, and collaboration skills incorporating the ability to effectively work with all levels of the organization
- Demonstrated high level analytical and problem solving skills, including the ability to identify issues and risks and work with Hub stakeholders for resolution
- Possess shared vision and values that create culture of customer service, accountability, capability building
41
IT Service Delivery Manager Resume Examples & Samples
- Effectively coordinate resource within the team providing day to day supervision. Drive objective setting and progress reviews against KPIs. Support performance and development discussions and provide coaching and technical guidance to the team
- Provide guidance to the members of the team in Customer Service best practice methodology and identify development opportunities that will increase the flexibility of support options within your team
- Management the IT reporting process. Conduct analysis and share information to help identify any opportunities to improve team performance and customer service
- To be the customer satisfaction champion within IT and central escalation point for the business. Develop the process for recording and escalation of issues to allow identification of root causes
- Working with the IT colleagues to establish effective procedures and processes necessary to provide a high quality responsive service to the business
- Demonstrable experience of managing within an IT technical support environment
- Awareness of ITIL and in-depth knowledge of customer service principles and practices
- Effective time management and prioritisation skills
- Strong customer facing and communication skills, able to effectively interact with technical and non-technical customers
- Enthusiastic, with a customer service mind-set
- Demonstrates high levels of integrity and quality of service at all times
- Experience of providing small groups of people face to face guidance/training
42
IT Service Delivery Manager Resume Examples & Samples
- Be our SME in the Client onboarding space
- Drive the technical design of application components in concert with team leads in the US
- Hands on technical development of distributed application components
- Able to look for simple elegant solutions to seemingly complex challenges
- Lead development team(s) in Weehawken working on multiple projects to drive development
- Drive back-to-front development of application components
- Work closely with development teams in Asia, and the Americas to ensure project timelines are met
- Drive and Ensure code quality, Unit testing and System integration testing guidelines and procedures are met
- Ability to look beyond the status quo and identify areas of constant change/improvement
43
IT Service Delivery Manager Resume Examples & Samples
- Responsible for managing all aspects of client relationship including deliverable achievement and timeline adherence while embracing primary role of contact / escalation for site support related issues
- Manage team activities based on Sheridan’s ITIL based, process-driven support model that includes standard operating procedures related to customer request handling, issue escalations, key performance indicators (KPIs), trend analysis and reports in order to provide an increased level of quality, courteous, timely and efficient support for site users
- Ensure department alignment with the Sheridan’s overall IT strategy to provide high value service delivery
- Collaborate cross-functionally with departments within IT and across business units to build strong, productive relationships with all internal and external stakeholders as well as maintain support best practices
- Analyze team performance and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service in order to prevent future problems
- Adhere to policies and procedures for support, maintaining standards for hardware maintenance and deployment
- Identify, recommend, develop, and implement team member continuous training programs to increase team skillset and self-sufficiency
- Oversee development and dissemination of self-help documents, quick reference guides, and FAQs for end users
- Oversee the development, implementation, and administration of Field Service Team staff training procedures and policies
- Participates in site monthly Business Review and Quarterly Business Review Program
- Overtime and flexible on-call availability for after hours, may be required
- Trains, coaches, and mentors team
- Responsible for managing exempt and non-exempt employees
- Plans and conducts performance appraisals and talent assessments of staff, recommends merits, bonuses and promotions and administers corrective actions when necessary
- Demonstrated progressive experience in the performance management of a desktop support / field service team
- Well versed in the following ITIL processes: Service Management, Incident Management, Problem Management, Configuration management and Knowledge-based Management
- Exceptional customer service orientation with solid relationship and performance management skills
- Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users
- Ability to conduct research into a wide range of computing issues as required
- Keen attention to detail with proven analytical and problem-solving abilities
- Experience working in a team-oriented, collaborative environment
- Strong project managementWork collaboratively with both internal, service providers and vendors to achieve desired results skills are required
- Microsoft Office Suite
- Windows 7, 8 operating system troubleshooting and configuration
- Microsoft Office 2010 / 2013, configuration and troubleshooting
- Desktop hardware / software installation, configuration and troubleshooting
- Network / local Printer, scanner and other peripheral installation, configuration and troubleshooting
- Thorough knowledge of SCCM and desktop imaging processes
- Ticketing system documentation and knowledge base article creation experience
44
IT Service Delivery Manager Resume Examples & Samples
- Proactively manage and oversee iHM Service Delivery to support the company’s business and meet user needs, utilizing industry best practices (based on ITIL)
- Champion the development, implementation and continuous improvement of IT Service Management (ITSM) processes focusing on Service Strategy, Service Design, Service Transition (Change & Release) and Service Operations (Incident, Problem, etc.)
- Manage and initiate escalation procedures, as appropriate, to ensure minimal business impact and appropriate levels of communication to Executive and key stakeholders
- Manage and oversee the strategy for iHM ServiceNow platform to insure service excellence in delivery of IT services with a focus on Automation and Self- Service (Service Catalog)
- Manage and oversee iHM OLA, SLAs and KPI, understanding the impact that incidents have on our targets, allowing prioritization and direction as needed
- Manage and oversee Problem Management across all iHM Teams to drive performance excellence based on business defined priorities
- Develop comprehensive deep dive reporting & remediation processes for key problem areas as they are identified through Service Operations
- Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management
- Schedule and attend weekly meetings with IHM Managers to ensure continuous improvement and adherence to iHM Service Delivery standards and policies
- Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards positive outcomes
- Work-closely with Outsource Providers and Technology teams, technical and business groups to improve our maturity levels and adoption of Service Operation processes
- Participate in service review meetings; areas covered will include SLA performance, critical outage, service improvement, quality and process improvements
- Manage and ensure IT team members are educated and trained on IT Service Delivery processes and methodologies
- Bachelors degree (preferably in Computer Science or MIS/CIS) or relevant experience
- ITIL V3 Foundation or above
- ServiceNow Experience is a plus
- Proven ability to lead teams
- Demonstrated ability to achieve objectives via influence of others
- Demonstrated ability to manage multiple incidents during high-pressure situations, remaining calm and focused under pressure
- Coaches teams and has proven experience on how to deliver value-added services through defined processes and practices
- Demonstrates critical thinking skills consistent with the global nature of the role
- Ability to motivate and influence others
- Helps others learn as teacher, coach and mentor; works to create a climate that values continual learning
