IT Service Delivery Resume Samples

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J Roberts

Jayda

Roberts

9754 Hadley Extension

Phoenix

+1 (555) 898 0010

9754 Hadley Extension

Phoenix

Phone

p +1 (555) 898 0010

Experience Experience

Houston, TX

IT Service Delivery

Houston, TX

Paucek, Dickinson and Hessel

Houston, TX

IT Service Delivery

Assist in the tracking of licenses that are not part of the Asset Management tool currently
Work directly with Sr. Business Managers, Functional Consultants, Functional Analysts, and Sr. Consultants to maintain positive O&M standards
Become proficient in our Asset Management tool, running queries, reports, adding new licenses/vendors, etc
.net development
Track and provide reporting for maintenance tickets, maintenance queues, enhancement requests, and SLS’s for each
C# (optionally VB.net) development
Opportunity to design and implement improvements to processes and services in order to increase efficiency

Chicago, IL

IT Service Delivery Tech

Chicago, IL

Conroy, Hammes and Schiller

Chicago, IL

IT Service Delivery Tech

Performs Network Administration duties such as Exchange administration, Citrix administration, FilePrint Server Administration and Data backup administration
Perform after hours work as necessary
The IT support Analyst I role will report to an IT Operations Manager and may be supervised by the IT Operations manager and/or an IT Service Desk Team Lead
Performs Helpdesk Administration duties such as creating new accounts, directories, and granting access rights on the network systems and servers
Work on special projects as assigned
Maintains a complete hardware and/or software listing for all equipment and peripherals. Ensures Support & Maintenance agreements are in place for all IT Equipment
Support faxing service issues via ServiceNow incident management

present

Phoenix, AZ

Manager, IT Service Delivery

Phoenix, AZ

Jacobi-Kunde

present

Phoenix, AZ

Manager, IT Service Delivery

present

Maximizes potential of subordinates through coaching, development and effective performance management methods
Metrics generation/reporting to support service performance management and Continuous Service Improvement Plans
Relationship management between internal/external service providers
Provide operational oversight of the Service Desk and IT Asset Management delivered by 3rd party vendor
Lead workstations image creation/deployment, and keep workstation hardware/software current with approved and tested OS/app/security updates
Assists in development and maintenance of standards of operations
Responsible for providing metrics to support the management of the Operating and Service Level Agreements

Education Education

Bachelor’s Degree in Information Technology

Georgia State University

Bachelor’s Degree in Information Technology

Skills Skills

Possess strong analytical skills and excellent verbal and written communication skills
Highly organized and a good multitasker
Strong IT knowledge, especially for network and voice services
Working knowledge of Microsoft Windows Server & Client and other platforms
Working knowledge of LAN and WAN environments
Should be able to drive Continuous Improvement in all we do
Should be a strong leader and team player with willingness to learn and drive to achieve
Ability to establish and maintain effective working relationships with co-workers, managers and clients
Excellent verbal and written communication skills
Working knowledge of communication systems and devices

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15 IT Service Delivery resume templates

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Manager, IT Service Delivery Resume Examples & Samples

Continually seeks to optimize services through technology innovation and implementation improvements, while maintaining quality
Provide team leadership for the design, implementation, and support of multi-platform enterprise-wide systems
Establish, communicate, and document acceptance criteria for any new or changed service
Develops vital relationships with both internal and external business partners to ensure delivery of efficient and reliable services
Responsible for providing metrics to support the management of the Operating and Service Level Agreements
Advanced understanding of technology sufficiently to make hardware/software recommendations and facilitate resolution of technical issues and problems
Coordinate overall systems implementation efforts. Review systems performance and direct corrective action during and after implementation
Manage selection, acquisition, and planning of installations and upgrades for system infrastructure software and hardware
Candidate has 3-5 years of experience in IT or related field
Demonstrated leadership capability, large-scale communication, and project management skills
Ability to interact with all levels of IS management
Experience managing projects through the entire system development lifecycle
Ability to work with and articulate technical trends/concepts and design/implementation considerations
Excellent analytical and organizational skills
Ability to read and understand complex project plans
Ability to work well with cross-functional teams
Drives technical innovation, best practices, and overall delivery excellence

Dir, IT Service Delivery Resume Examples & Samples

Developing, maturing, and driving the efficiency and effectiveness of IT Service Delivery processes
Ensure processes are well defined, documented and properly communicated throughout the organization
Ensure managers of each process area perform tasks to improve service quality, reduce operational risk and ensure production quality and consistency
Ensure that processes, policies and procedures are established and followed for each process area
Establish and oversee measurement of the process using metrics that include key performance indicators (KPIs) generating and distributing quality reports to measure the effectiveness of the process
Ensure continual service improvement of the process. Initiate improvements in the tool, process, steering mechanisms, and people
Provide strong leadership to Service Delivery team, with an emphasis on talent management and development. Accountable for performance management and staff allocations
The Director will partner with other IT leaders to ensure processes perform in an effective and efficient manner
Lead the professional development of IT risk management team
Demonstrate a strong talent mindset: maintaining, recruiting, selecting, training, coaching and motivating staff. Provide career growth opportunities for employees
ITIL certification desired
A strong Leader with experience managing a multi-sourced organization with 10+ years experience in information technology or IT Service Management
BA or BS Management Information Systems, Computer Science, or Engineering
Ability to work in a fast-paced and demanding environment
Self-motivated and able to work independently without detailed direction while managing sometimes conflicting priorities
Excellent communication skills, with an ability to effectively interact with all levels of management from application developers to the CIO
Strong critical thinking and analytical skills; demonstrated ability to identify risks associated with business processes, IT operations, information security programs, and technology projects

IT Service Delivery Resume Examples & Samples

To plan and oversee patching of infrastructure components, create request for changes and ensure the execution is successfully done on time. Therefore you collaborate with internal and external stakeholders as technical SME, support groups and projects
To support and supervise life cycle management process of our infrastructure consisting of servers, storage and databases in collaboration with our customers and stakeholders
To ensure high data quality standards of configuration items in inventory system, deliver completeness and accuracy of data in our area of responsibility
Opportunity to design and implement improvements to processes and services in order to increase efficiency

Finance IT Service Delivery Senior Project Manager Resume Examples & Samples

Customer relationship management: maintain current relationships and build new ones
Resource management (counseling, scheduling, etc...) of a pool of PMs
Alignment with other projects impacting Finance applications (above all Mercury, new global EY ERP solution)
Project governance
Incident management: in case of application disruption this resource is the point of contact between IT and business following the resolution process, managing the impact and identifying workarounds
Weekly meeting with Americas & EMEIA Finance IT Service Delivery manager
Project and resource management
Finance processes
5 years

Fids IT Service Delivery Business Enablement & Operations Manager Resume Examples & Samples

Provide leadership and direction to Business enablement team as well as any MS Vendors providing services or support to FIDS business teams
Act as liaison between various teams and business lines as required
Develop strategy and implementable roadmaps for process and service improvements as relates to the BSC team’s processes and support responsibilities
Manage day to day business enablement operations (User Access, Application Monitoring, Procurement, etc…) and act as interface between IT and client engagement teams
Nurture the team, delegate work effectively and manage performance related activities such as feedback/training and performance reviews of team members. Lead in developing learning, recruiting, and staffing programs, and/or other practice-wide needs
Commit to developing a sustainable technology driven knowledge framework to enhance service delivery and share knowledge/ cross-train team members
Generate new business opportunities. Understand EY's service lines and actively assess/present opportunities for EY to provide quality services. Develop long-term relationships and networks
Plan for and manage change inside the business enablement team
Coordinate, monitor and manage service delivery performance of Subcontractors/ 3rd parties
Ensure quality and process standards are met through the effective implementation or usage of approved processes, methodologies and deliverables
Continually identify ways to reduce costs, enhance service and optimize processes
Monitor and manage employees/ resources/ contractors in the team to ensure productivity and utilization
Proactively identify opportunities for service improvement and optimization in process functions (hardware support, infrastructure stability management, project archival facilitation)
Identify potential points of contention for missed deliverables; creates and implements strategy to mitigate shortfalls in timeline and budget
Anticipate problems before they occur; define the problem or risk; identify possible causes; work with team to design remediation; select and implement most appropriate solution
Demonstrate business knowledge and technology prowess to implement best practices and tools as required
Oversee business enablement and operations services and ensure service levels are met
Administer the implementation of procedures, goals and objectives within the department
Provide direct supervision and conduct performance evaluation for the business enablement and operations team
Establish performance parameters, gauge employees’ personal targets and coach them for any improvements
Execute and plan budget for the business enablement and operations team
Experience of managing IT business enablement teams with personal accountability for teams performance
Satisfactory knowledge over technology and business operations
Superior experience in managing to contract; ensuring clients and suppliers alike perform in accordance with original agreement
Proficient in the use of IT methodologies, processes and standards for program/project management
7+ years’ in a corporate IT environment
5+ years’ experience in a management role
Other relevant experience in a related technical field (application support management, maintenance, deployment/implementation and infrastructure)
Work experience in a professional services industry preferred

Manager IT Service Delivery Resume Examples & Samples

Implements, executes and enhances the policies, standards, processes and procedures for the day to day operations of the Service Delivery support functions that include Incident, Problem, Request, Event and Change Management
Leads and owns the incident, problem and post reviews for all incidents, problem and events
Ensures the Service Delivery Team is adequately staffed and trained to meet the operational and support needs of the Company. Establishes annual performance goals and training plans for each direct report. Leads and maintains staff schedules to ensure coverage of incoming service requests for all requests
Employs appropriate methods to plan, measure, and report on the status, efficiency and effectiveness of Service Delivery. Coordinates and maintains the on-call schedule and escalation standards/procedures/processes for all IT support staff to handle after hours service requests, incidents, problems, events requests and change
Leads in managing the deployment of hardware and software required to support for internal business systems including but not limited to laptops, desktops, monitors, peripherals, MS Office, Manage Engine, and others
Owns the Manage Engine application for request, change, incident, event and problem management
Ensures IT Service Level Agreements for IT Service Delivery Service Desk are met or exceeded
Provides reporting for Service Desk targets monthly and creates continuous improvement initiatives
Creates, enhances and provides Service Level Metrics and Targets for the entire ITS organization
Flexible to perform other duties and projects as assigned
Bachelor’s Degree in Computer Science, Engineering, or equivalent in education and experience
Experience with Windows 2003/2008 Server/ Windows XP Professional and general desktop applications
ITILV3 Foundation Certification required, MCSE certification is a plus
Minimum 7 years’ experience in an information systems support or development role with at least 5 years’ experience in the management and administration of an IT support department
At least 3 years’ experience managing or a lead for Service Desk function
Certification in ITILV3 foundation. 2-3 years working with change, incident, problem, request and service level management is preferred
Intermediate level certification in change, incident, and problem management is highly desirable
Knowledge of industry best practices in IT Operations specifically service support, deployment, desktop security etc
Exceptional communication, articulation and interpersonal skills
Strong commitment to external and internal customer service
Highly proficient in Microsoft Office Word, Excel, PowerPoint, Outlook, PC configuration and hardware and Service Desk applications software
Familiarity with SharePoint, MS SQL Server, Oracle, and banking applications
Strong technical understanding of hardware, software and networking systems
Knowledge of LAN/WAN networking and IP routing
Knowledge of relational database systems such as MS SQL Server and Oracle highly desired
Performance expectations are commensurate with position as designated in Competency Library
Positively embraces change and remains open to changes, altering behavior as necessary
Works cooperative and collaboratively with others inside and outside the organization to accomplish individual and organizational objectives
Conveys information effectively in a variety of settings, applying the best mode of communication for the situation
Continually participates in development opportunities to improve personal knowledge, skills, and abilities, and also to increase the organization’s success and efficiency
Anticipates future needs; thinks critically about business issues; addresses problems and issues in creative and innovative ways, analyzes relevant data and weighs alternatives, and chooses best plan of action
Takes responsibility for decision-making and accomplishing objectives within role; demonstrates initiative to enhance value

IT Service Delivery Spec Resume Examples & Samples

Recommend, implement and measure the effectiveness of service models, leveraged as solutions to meeting business needs. Service models include managed services, shared services, COE services, infrastructure services
Evaluate on-going performance and validate monthly sub-contractor invoices for accuracy and trends for Storage, Backup and Replication services being provided by sub-contractor
Participate in and provide technical leadership direction to Enterprise Storage, Backup and Replication Services sub-contractor for on-going incident and problem resolution
Provide daily technical oversight and direction to Enterprise Storage, Backup and Replication Services sub-contractor for managed services environment
Participate in and provide technical leadership direction for Data Center Services incident and problem resolution for high priority tickets and/or changes
Achievement of critical performance metrics including all contractually required Service Level Requirements (SLRs) on a 24x7 basis are a key focus of this position

IT Service Delivery Tech Resume Examples & Samples

Strong skilled and acknowledged in MS Exchange, ITLT 3.0, Windows 7 and Cisco system
Good experience in IT service delivery and support Microsoft Windows desktop environment
Diploma or above degree, major in Computer Engineering/Science or Information Technology

IT Service Delivery Tech Resume Examples & Samples

Provides support to both local and remote users. Logs all end-user issues in the Helpdesk Call tracking system
Responds to end user calls as a first tier of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem. Feeding back/supporting end-users through problem resolution in a prompt, professional and polite manner
Responsible for the daily support of network and workstation operating systems, workstation connectivity, and end-user applications.Excellent communication skills. Strong problem-solving skills
Receives questions in person, via email or via telephone from users having problems using computer software and hardware or inquiring how to use specific software such as database, word processing, electronic mail, operating systems, and printing
Performs network troubleshooting to isolate and diagnose common network problems and works with other IT Department Staff in the resolution of network related issues
Performs Helpdesk Administration duties such as creating new accounts, directories, and granting access rights on the network systems and servers
Performs Network Administration duties such as Exchange administration, Citrix administration, FilePrint Server Administration and Data backup administration
Performs Telephony Administration such as Handset Installation and maintenance, Voicemail administration, call monitoring administration and maintenance of telephone lines (analogue and digital)
Performs first level Application Support on ICON Applications (OracleSQL Databases)
Maintains a complete hardware and/or software listing for all equipment and peripherals. Ensures Support & Maintenance agreements are in place for all IT Equipment
Involvement and ability to lead IT projects. Excellent organizational, project management, communication and customer service skills. Including, time management, accountability, and administrative follow up
Be familiar with ICON SOP’s; ensure that as part of IT that you adhere to IT and all ICON SOP’s
All current Microsoft Windows platforms
Microsoft Active Directory Services
Microsoft Office 2000/2003
DNS / WINS / DHCP / TCP/IP
Strong knowledge of LANS / WANS
Strong knowledge of Hardware maintenance (Video / network cards, RAM upgrades)
Good knowledge of Exchange - User account setup, access permissions etc
This position requires a strong set of communications skills and customer service experience. Good organizational and written skills and the ability to interact with staff at all levels of our organization are essential
A Bachelor's degree (B.A.) in a computer related discipline, two to three years’ experience in a previous similar role are required; or equivalent combination of education and experience
Citrix Presentation Server
Exchange 5.5 / Exchange 2003
MS SQL
Altiris Experience
MCSE certification

IT Service Delivery Graduate / Intern Resume Examples & Samples

You’ll get to work at the market leader in a fast paced and exciting industry
You’ll get to work alongside people ins Service Delivery and Service Operations
You’ll get the opportunity to build your skills and you’ll be challenged to be at your best
Conduct day to day Incident Management duties with a view to achieving the required SLA’s
Monitoring of customer service requests with escalations where required
Creation of daily and weekly service reports
Administration of the supported equipment's asset database
Management of logistics for equipment and preparation of quotes
Management of the supported site lists for the different accounts
Supporting the SDM team with obtaining quotes for and ordering equipment
Liaison with the SITA workshops, ASP’s and Service Desks
All other back office tasks required to effectively manage and support the services provided to our customers
Excellent knowledge of MS Office
Attention to detail but also the ability to deliver to deadline
A bit of creativity, curiosity and a proactive attitude
An ownership mindset, willingness to take on a challenge and learn new skills
Stakeholder management – ability to collaborate with and influence others
Interest in information technology (IT)

IT Service Delivery Team Manager Resume Examples & Samples

Define and publish clear service operations goals, strategies & measures for MASSIT
Establish the work processes and cross-MASSIT culture of managing to service operational metrics
Provide strong organizational mentoring on current service management best practices throughout the organization
Supervise Service Delivery Management team staff (6 direct reports)
Ensure all service changes are implemented through robust transition management processes
Ensure 24 hour support, technical and management escalation and communication processes are well defined, documented, consistently applied, and communicated to MASSIT customers
Ensure service level targets are defined for customers. Where service levels are not achieved, defines Service Improvement Plans to address shortcomings
Contributes to the overall IT Service Excellence strategy and program for both MASSIT and across the Executive Branch and drives ongoing systemic improvements in service management processes
Works with the Manager, Service Account Management and the MassIT Client Success Officers to maintain an awareness of changing customer needs and external influences and coordinates organizational efforts accordingly
Responsible for the management of the release schedules related to MASSIT Products/technical components within an IT Service
Coordinate change requests with agency application release schedules. Develop, in conjunction with customer technical staff, a forward looking change schedule for all assigned IT Services
Responsible for managing key performance indicators (KPI's) for measuring MASSIT Operations performance and effectiveness associated with Request Fulfillment, Capacity, Availability, Performance, Incident and Change Management of all assigned IT Services
Generate, as appropriate, daily, weekly, and monthly reports for all MASSIT service disruptions, service desk tickets, and changes related to assigned IT Services
Provide monthly metrics reporting that accumulates the availability reports and change implementations in addition to analysis (e.g. aging of tickets, number of tickets by individual and/or status) of trouble tickets for the assigned MASSIT Services
Minimum 3 years’ experience in IT Service Delivery, Operations and/or Management
Proven extraordinary leadership skills
Strong operational service management knowledge and skills, and understanding of data center processes and end to end IT infrastructure components / architecture
Prior state government or public service experience a significant plus
Solid technology, financial and business background
Demonstrated ability to consistently achieve both short-term results and long term objectives
Excellent communication and mentorship skills
Must have a great sense of passion and urgency to drive organizational and cultural change
Solid background and experience in utilizing the ITIL framework effectively
The Massachusetts Information Technology Center (MITC) is accessible through public transportation via the Newbury/Rockport Commuter Rail or by bus. Parking is limited and new employees are placed on a wait list for access to the on-site parking lots. MassIT can provide information on local pay lots

Manager, IT Service Delivery Resume Examples & Samples

Provide operational oversight of the Service Desk and IT Asset Management delivered by 3rd party vendor
Bachelor’s degree in Computer Science, Information Systems, or other related field,
5 years of directly related IT work experience, including at least four years of experience in a service desk environment, and 1-3 years’ experience leading and/or supervising IT support staff

Head of IT Service Delivery Resume Examples & Samples

Manages multiple IT Infrastructure teams/functions: Solution Engineering (L3), Service Availability & Capacity, Service Level Agreement Management
Provides senior level leadership to subordinates including assigning and managing work, monitoring performance, and conducting performance appraisals
Ensures all committed deliverables and associated timeframes are met
Controls budgets; ensures financials and staffing levels are inline with approved budget on an ongoing basis
Understands workload in order to easily flex with the changing internal and external environments in which we work
Engineer system solutions making optimal use of limited resources to deliver systems to enterprise end users per technical requirements and system capabilities; serve as primary technical liaison and point of contact for Level 3 engineering support
Collaborate with enterprise architecture and system owners to ensure that system solutions are constructed according to specifications and ensure that demand management is on target striking the proper balance between providing enough capacity and not over subscribing
Work with lines of business, Home Office, and internal departments to establish and maintain properly calibrated service / product Service Level Agreements (SLAs) and reporting mechanisms
Plan, implement, and maintain best practices for managed functional areas that will drive a scalable, cost effective, flexible infrastructure that is aligned with overall IT strategy and business goals
Responsible for full infrastructure/systems life cycle related to managed functional areas including investment funding planning processes and project implementation support
Ensure availability of systems and infrastructure for managed functional areas that are used to house and process data for lines of business
Responsible for all Third Party contracts associated with managed functional areas including overall strategy, financials, contract life cycle, and vendor relationship management
Support the production of IT Service Catalog for managed functional areas and full responsibility for designated IT Service Offering product life cycle and cost recovery
Comply with all deliverables, processes, and guidelines from internal departments including Auditors, Operations Control Group, and BSA/AML as required
Develop, maintain, and test disaster recovery programs (in conjunction with Business Continuity Management) for critical systems and infrastructure in the functional areas, ensuring a platform for which the business can execute their business continuity plans
Accountable as a First Line of Defense (FLOD) Process Owner (PO) for managed functional areas and appropriate Risk controls, identification, mitigation and reporting metrics
Experience: 15 - 20 years of related experience in the Financial Services Industry
Business Expertise
Broad understanding of the financial services industry

IT Service Delivery Tech Resume Examples & Samples

Recognize, exemplify and adhere to ICON's values which centre around our commitment to People, Clients and Performance
Travel (approximately 5%) domestic and/or international
Act as a first point of contact for all IT Service Desk requests and issues
Answer the IT Service desk phone and assist staff in real-time as required
Triage IT service desk requests; resolve or escalate them as required according to their impact/severity
Escalate issues that they cannot resolve to an appropriate section/member of the IT Service Desk team
Inform IT Service Desk management of any high priority or 'P1' issues
Perform IT service desk tasks such as preparing IT hardware for the user community, troubleshooting account and application issues, rolling out new software
Ensure that all ICON IT governance policies and SOPs are adhered to
Remain current on the latest technologies
Perform after hours work as necessary
The IT support Analyst I role will report to an IT Operations Manager and may be supervised by the IT Operations manager and/or an IT Service Desk Team Lead
Technical mentoring can be provided by the IT Operations Manager, the IT Service Desk Team Lead, Senior IT Support Analyst and IT Support Analyst II or other IT department staff members as appropriate/required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
At least 1 year in an IT service delivery environment supporting Microsoft Windows desktop environment
Excellent written and verbal communication
Business level English ability (TOEFL or IELTS certification may be requested)
Tertiary IT qualification or equivalent work experience
IT Industry certifications desirable

IT Service Delivery Resume Examples & Samples

Develop and implement SAP security strategies, procedures, standards, and tools necessary to enable business functionality while securing sensitive data
Work with team members to analyze, plan, design, develop, and implement solutions to meet strategic, usability, performance, reliability, control, and security requirements
Create and maintain internal documentation and end-user training materials as needed
SAP system troubleshooting and problem solving, as well as day-to-day monitoring and

IT Service Delivery Brainspace Analytics Product Manager Resume Examples & Samples

Provide product strategy consultation to business based on market research, technology trends and customer insights
Participate in yearly planning for budgeting exercises and represent product management and manage overall product financials
Identify partnership opportunities (acquisitions) based on business synergy and product vision to extend the product
Support key decision making processes on product retirement/expansion, technology adoption etc
Support IT prioritization and release planning aligned with the product roadmap
Participate and provide insights for product requirements elicitation and management
Provide SME support for product enhancements throughout its lifecycle
Coordinate development and maintenance of end user learning material (User manuals, Webcasts, Help texts, FAQ etc.)
Play the role of focal point while collecting business feedback (satisfaction) focus areas across the organization, and synthesize reports for both internal and external consumption
Communicate and work with various business groups to provide end-to-end oversight of projects
Monitors and manages employees to ensure productivity and utilization
Proactively identify opportunities for improvement and optimization in product functionality
Analytical skills and problem solving skills needed to manage multiple employees and processes
Demonstrate business and technology savvy
Provide direct consultation and support to various business units utilizing Brainspace
Previous experience with Brainspace is a must
Exceptional strategic thinking, ability to consider impact and opportunities of a fast changing technology market onto Business Unit, paired with ability to propose practical implementation approaches
Outstanding communication skills both oral and written paired with the ability to tailor the message to various audiences
Ability to build relationships in a remote setting and willingness to travel to meet with Technology and Business leaders to ensure effectiveness
Exceptional decision-making ability, balancing what is right with what is realistic
Ability to work and team with a multitude of different people from various parts of the Business and IT
Ability to lead through influence and to deliver results through others
Ability and willingness to continuously learn
Possess a high energy level, sense of urgency, decisiveness, and an ability to work well under pressure
Possess a curiosity and a passion towards engaging the imagination of senior level executives in grasping and enabling the fundamentals of change
Ability to understand and integrate cultural differences and motives, and to influence cross-cultural teams
Expert to Proficient at Microsoft Office (Excel, PowerPoint, etc.)
Relevant Master's degree preferred, Bachelor degree required
Relevant strategic work experience in the Accounting industry or related disciplines (Big 4 experience preferred)
Proven track record for having successfully influenced the Business Unit technology strategy of a large, multinational company
7+ years in a corporate IT environment
5+ years’ experience in a product management role
Work experience in a service delivery organization / firm preferred
Work experience with Brainspace

IT Service Delivery Tech Resume Examples & Samples

Diploma: Any specialization
UG: Any Graduate
PG: Not Required
Act as a single point of contact for phone calls and emails from users regarding IT issues and queries
Answering, logging and managing calls from internal users via phone and email
Analyzes problems (both technical and operational) and arrive at permanent solutions
Update and maintain the work log in the CRM tool(s)
Assists in the support of administrative computer-based applications
Take ownership of user problems and follow up for fast resolution on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Document all the calls in the CRM software 100%
Create solutions for the frequently occurring issues and add it to the Knowledge bank
Provide stats for the weekly Service Desk report on volume trends

Director, IT Service Delivery Resume Examples & Samples

Relationship Management - Develops and sustains strong relationships with BU leadership, with minimal direction from sponsoring executives. Serves as the primary point of engagement for demand planning and management with BU; coordinates communication across other IT areas as appropriate. Understands how to operate effectively with internal and external stakeholders
Strategy & Planning - Manages business component of IT planning across BU’s. Participates in BU planning activities. Has a solid understanding of BU technology requirements. Develops and maintains 5-year rolling IT plan for specific BU. Leverages internal and external networks to continually identify opportunities for improvement
Operational Management – Manages identification, investigation and solving production problems, including preventative measures and appropriate communication to clients regarding resolution. Has general understanding of the BU; drives ongoing improvements in service delivery performance
Portfolio Management - Monitors IT budget/forecast within assigned BU; identifies gaps; develops/implements gap closure plans. Drives improvements in allocating discretionary IT dollars to maximize value. Coordinates shift of priorities based on business goals and budget changes. Serves as executive coordinator for assigned IT projects. Participates in project reviews; steering committee meetings; identifies risks and provides effective risk mitigation
Resource Management - Develops and manages a team providing guidance, leadership and mentoring. Responsible for career development, performance management, and pay determination and communication. Develops leadership talent within team
Application, Infrastructure, and/or Network Support - Overall responsibility to direct staff of delivery and operations by setting policies and standards, mitigating risk, and providing oversight to the development, implementation, maintenance and daily
Regulatory Support - Ensures that all regulatory implications are factored into IT decision-making. Represents Business Systems on response strategy teams and approves responses prior to Business Systems leadership/CIO review

Specialist, IT Service Delivery Resume Examples & Samples

To analyst perform first-level diagnosis, Services desk operation, IT Hotline and troubleshooting support to the end user’s satisfaction
To provide support in accordance with established processes and document incidents and remedies
Research, diagnose, troubleshoot and identify solutions to resolve customer workplace issues
To administrate to Software distribution software as well as OS, application, software upgrade and new package installation
To administrate of CANON Uniflow system including the server setup, driver administration, printer queue management
Document knowledge in the form of knowledge base tech notes and articles
Team work with other IT team to provide quality services
Occasional travel is required
To conduct End User IT Training
To administrative to the AirWatch Mobile device application
BS degree in Information Technology, Computer Science or equivalent
Proven working experience in enterprise technical support / IT helpdesk centre
Excellent client-facing skills
Strong technical knowledge in MS Windows, Outlook, Windows Server, Excel, Lotus Notes, MAC & MS Office products, mobile device, software distribution server
Self-motivated, enthusiastic, proactive and strong problem solving skill

Supervisor, IT Service Delivery Resume Examples & Samples

Supervises team personnel in their daily functions. Effectively and efficiently assigns resources with emphasis on safety, customer satisfaction, reliability, cost, and compliance with regulations. Conducts performance reviews, provides input to pay decisions and implements positive discipline measures as necessary. Supports and actively participates in the development of employees, through training, mentoring and development
Contributes to safety, cost, customer service, and reliability targets that are consistent with the business plan and service-level agreements. Supervises the implementation of business plan strategy and tactics. Contributes to budget planning and performance
Supports the implementation of new technologies as part of Business Systems projects and initiatives so that productivity, customer service, and reliability targets are achieved
Provides expert technical & operational support to others. Provides coordination necessary for the team to respond to organizational and regulatory initiatives and directives
Provides internal and external communications regarding team and operational performance. Responsible for the status of the IT technology services

Manager Regional IT Service Delivery Resume Examples & Samples

Ensure high availability of IT soultions
Manage daily infrastructure operations to ensure high availability
Support the Head of IT, Americas in running IT operations including budgeting and functional reporting
Manage the Americas based service delivery team
Lead the delivery of IT services to the assigned region: general customer service, Service desk, Incident and problem management, End-user equipment services, On-site support
Initiate and manage service changes & continuous improvement within the region in line with service standards and procedures
Manage and continuously improve service delivery to one of KONE's regions according to standards required in the Service Level Agreement
Efficiently manage the Americas Region with a major service and budgetary impact
Monitor, manage and execute services within the assigned region
Maintain user equipment infrastructure, applications, security administration tasks & services, archiving, proximity service continuity, administration & first level support for standard proximity servers, small business service support
Help Demand Management check feasibility and estimate the cost of any regional service changes
Support Program Management in the detailed planning, resource and know-how management for regional service changes
Manage regional resources and service delivery in the region
Optimize service cost and resources on a regional basis
Support and resource Roll-Outs of service changes within the region
Build regional know-how in core competency service areas and define improvement opportunities in the region
Manage key vendor relationships
Develop IT policies and procedures in keeping with business needs and control requirements
Communicate all IT issues and keep management informed on progress
Provide direction and resources to Projects and Programs for infrastructure components
Develop and improve IT Infrastructure in keeping with industry trends and business needs
Manage capacity requirements
Develop a disciplined process for procurement
Manage budgets relative to IT Infrastructure
Interface with Internal Audit for IT Controls
8+ years’ experience managing IT operations for a mid to large-sized company
Experience with IT Service Management and ability to balance end user satisfaction and costs
Experience across a broad range of technologies including Windows Servers,(Linux experience not required but nice to have) VMWare Vsphere, SQL Server, Cyber Security tools, Cisco Networking, Cisco UCS server infrastructure and SANs (Nimble preferred)
Strong leadership skills and ability to influence and work with senior leadership and business stakeholders
Experience in managing vendors, contracting and realizing efficiencies by effective contracting and technology selection
Strong process orientation and experience with establishing and supporting a strong internal controls framework, documentation of operational procedures and other external control requirements
Experience in establishing and managing the budget for IT operations?
Experience in architecting the Technology infrastructure via understanding of on premise and cloud based infrastructure components. (Office365, Azure and Amazon AWS experience preferred)
Experience in working in a cross-cultural environment with numerous stakeholders
Experience in working in a virtual environment

IT Service Delivery Resume Examples & Samples

Proven track record of 2-3 years work experience in the area of IT infrastructure services / support, preferably in the industrial IT and / or banking / finance industry
Technical Knowledge of IT infrastructure like compute, storage and databases
Commercial mindset and a solid sense of personal accountability in providing end-to-end delivery
Good communication skills and ability to interact with people from different regions and cultures
Fluent written and spoken English, German will be an advantage
Graduate degree in Computer Science, Information Technology or equivalent
ITIL and/or Project management certification is an advantage

IT Service Delivery Rep Junior Resume Examples & Samples

Install and maintain network devices at the site and work with the NOC technicians and managers to troubleshoot outages and resolve network related issues
Responsible to create tickets for maintenance using HPE Service Manager. understand, implement, and follow processes in accordance with current policies and procedures
Perform escalation and additional tasks as directed
Take direction from the Regional Leader and Site Leaders
Candidate will have basic working knowledge in the Networking and Information Technology field with 0 to 4 plus years’ experience in the Information Technology Field with basic Networking knowledge
Basic skills to manage the execution of maintenance activities and network outages
Fundamental understanding of the OSI Model is required
Candidate needs a basic understanding of network devices such as servers, routers, switches, associated software tools, and cabling in a large LAN/MAN/BAN/WAN environment
Knowledge of network protocols such as OSPF, BGP, and EIGRP is a Plus. Knowledge and experience working with wireless technologies, Virtual Private Networks (VPN), Intrusion Prevention Systems (IPS), and WAN Accelerators and associated technologies is highly desirable
Good customer service and communication is necessary to ensure customer satisfaction and network reliability
Problem-solving and troubleshooting skills with severs and Cisco devices are a Plus
Candidate needs to have the ability to lift up to 50 lbs
Background Information Technology field or a related technology field is highly desirable
Other evidence of intellectual, technical, business accomplishments, and related technology leadership experiences will be considered
Cisco Network + and Security+ CE required
ITIL foundation V3 certification is highly desirable

IT Service Delivery Rep Senior NOC Resume Examples & Samples

Experience with secure networks, specifically Intel Community standards a plus. Knowledge of GigE, OSPF, BGP, EIGRP, HSRP, and TCP/IP protocols is necessary
Knowledge of trouble ticketing software such as (HP Service Manager) and networking monitoring/management solutions (HP NNMi/iSPI, HP OM, and HP NA) a plus
This role will leverage processes, utilizing ITIL best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives
Knowledge and experience working while WAN Accelerators and associated technologies is highly desirable
Previous experience working on military bases/sites, including previous military service highly desirable
Ability to work in an organized fashion with focus on documented activity. Primary areas of responsibility will be supporting NOC operations at Norfolk, VA

Manager, IT Service Delivery Resume Examples & Samples

Portfolio and Financial Management - Applies predefined portfolio management criteria to project ideas within assigned BU. Manages demand for both capital and O&M, including prioritization, release management, and requirements definition. Identifies requirements, manage scope, and coordinate delivery of solutions. Helps develop budget and manage budget performance, create forecast and variance reports for assigned area
Strategy and Planning – Develops and executes BU Strategic Technology Plan and takes part in BU strategic planning sessions. Develops and executes an IT plan for assigned BU with some guidance from manager or peers. Manages activities relative to the Business Unit IT Plan including portfolio management, data security, disaster recovery requirements, and availability and fail-over capability of systems. Stays abreast of operational performance and impact to business
Application, Infrastructure, and/or Network Support - Ensures delivery and support occurs effectively and efficiently for their portfolio. Leads an outsource partner or Xcel Energy team in providing support. Drives quick resolution of issues in partnership with the support teams and the IOC. Fosters enterprise systems life cycle management to ensure a current and cost effective portfolio
Relationship Management - Initiates and maintains key relationships with customers to ensure processes are integrated to support customer expectations. Communicates effectively with business peers, IT peers and vendors to solve business/technical problems and drive technical solutions. Escalates customer concerns to Business Systems leadership
Resource Management – Mentors and provides leadership to IT support personnel. Develops resource plans to ensure optimum support for projects and day-to-day operation. Conducts performance reviews, provides input to pay decisions; implements positive discipline measures when necessary
Regulatory Support - Anticipates and responds to organizational and regulatory initiatives. Must understand and implement necessary procedures required to facilitate completion of operational changes. May serve as key respondent and facilitator for internal and external application audits

Manager, IT Service Delivery Resume Examples & Samples

Monitors delivery center’s performance to insure quality and service goals are met
Acts as necessary as problem solving escalation point for front line Deskside Support Engineers
Facilitates design and documentation of work instructions
Assists in development and maintenance of standards of operations
Responsible for achieving service standards as per contract(s)
Identifies and oversees program problem resolution
Assists site manager to forecast centre needs and expectations
Analyzes and communicates operational learning to client services
Communicates organizational, department and individual objectives and accountabilities to subordinates
Maximizes potential of subordinates through coaching, development and effective performance management methods
Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
Manages departmental resources through effective recruiting, delegation and organization
Oversees, establishes and documents departmental procedures in compliance with quality standards
Regularly reviews departmental processes and work flows with view of improving efficiency

IT Service Delivery Rep Mid NOC Resume Examples & Samples

Position requires a high level of project coordination skills to manage the execution of maintenance activities and network outages
Knowledge of GigE, OSPF, BGP, EIGRP, HSRP, and TCP/IP protocols is necessary
Knowledge of trouble ticketing software such as (HP Service Manager) and networking monitoring/management solutions (HP NNMi/iSPI, HP OM, and HP NA) desired
Strong communications, writing and editing skills needed to transfer information to individuals involved in the networking process
Strong problem solving and troubleshooting skills
Ability to work in an organized fashion with focus on documented activity
Cisco CCNA Academy training or Cisco certification will meet 2 years’ experience requirement
Primary areas of responsibility will be supporting NOC operations at Norfolk, VA

Director, IT Service Delivery Resume Examples & Samples

Establish and enforce a performance measurements framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered
Champion ITIL processes both internally and outside of the IS organization to effect service delivery efficiencies
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to help prevent future (repetitive) problems
Partner with other IS teams to develop departmental SLAs, OLAs and other service delivery standards
Partner with both internal and external operational support groups to provide seamless end to end service and support for all generated requests and issues
Partner with appropriate personnel to create and maintain a training program for increased customer service and technical knowledge
Participate in and drive participation of the Service Desk in the organizations change management process
Track and resolve escalated customer issues as well as daily issues of a complex scope that impact the team and overall business objectives
Manage Service Desk resources for optimal performance, including the implementation of establishing priorities, goal setting, and development plans
Align team efforts with corporate plans and HADTO culture
Work closely with all technology towers to develop and update plans for new product/service releases
Assist management with the preparation and administration of departmental budget, business plans and metrics
Maintain current knowledge of industry trends and potential impact on the support business
Develop and maintain working relationships with all of the various GGP business units
Participate in meetings as necessary for rollouts, migrations, upgrades and new technology

IT Service Delivery Tech Resume Examples & Samples

Act as a first point of contact for all IT Service Desk requests and issues
Answer the IT Service desk phone and assist staff in real-time as required
Tria1e IT service desk requests; resolve or escalate them as required according to their impact/severity
Escalate issues that they cannot resolve to an appropriate section/member of the IT Service Desk team
Inform IT Service Desk management of any high priority or 'P1' issues
Perform IT service desk tasks such as preparing IT hardware for the user community, troubleshooting account and application issues, rolling out new software
Ensure that all ICON IT governance policies and SOPs are adhered to
Technical mentoring can be provided by the IT Operations Manager, the IT Service Desk Team Lead, Senior IT support Analyst and IT Support Analyst II or other IT department staff members as required
US/LATAM/CAN : A minimum of 1 year in an IT service delivery environment supporting Microsoft Windows desktop environment
EU/APAC: Prior relevant experience in an IT service delivery environment supporting Microsoft Windows desktop environment
Due to the nature of this position it may be required for the employee to travel. Therefore, dependent on the employee's location, the employee may be required to possess a valid driver's license
IT certification desirable
High School diploma or local equivalent

IT Service Delivery Team Leader Resume Examples & Samples

Long-term experience working in large/enterprise technology organizations
Significant experience in leading desktop and personal technology support teams
Demonstrated ability to lead individual contributors and teams
Ability to effectively lead third-party service partners
Experience with ITIL
Demonstrated ability to achieve results with action plans
Proficiency in a Microsoft Active Directory environment
Broad knowledge in the end user compute space. e.g. Windows, Mac OS, mobile technology
Demonstrated project leadership
Experience in construction and infrastructure projects
Bachelor’s Degree or experience equivalent
Certifications in relevant technologies and/or methodologies

IT Service Delivery Rep Senior Advanced Services Team IPS Resume Examples & Samples

Experience with secure networks desired, as well as, solid understanding of TCP/IP protocols. Knowledge of GigE, OSPF, BGP, EIGRP and HSRP is necessary
Experience working with trouble ticketing software such as HP Service Manager desired
Knowledge and experience working with WAN Accelerators and associated technologies is highly desirable
Ability to work in an organized fashion with focus on documented activity. Primary areas of responsibility will be working with Juniper Virtual Private Networks (VPN) and McAfee Intrusion Prevention Systems (IPS)

IT Service Delivery Team Lead Resume Examples & Samples

With 8+ years’ working experience in service desk area, 2 years or above experience of team management, which size is not less than 3 people. Experience of service team lead or application service PM with direct subordinates is also acceptable
Strong skilled and acknowledged in IT service area both in domestic and regional support experience is preferred
Good communication ability and skills for interacting among internal & external customer
Diploma or above education background, major in Computer Science or Information Technology area

IT Service Delivery Rep Mid Resume Examples & Samples

As a Mid-Level Technician you will be expected to install and maintain network devices at the site and work with the NOC technicians and Managers to troubleshoot outages and resolve network related issues
You will be responsible to create tickets for maintenance using HPE Service Manager
Candidates will be expected to understand, implement, and follow processes in accordance with current policies and procedures
Take Direction from the Regional Leader and Site Leaders
Experience must include operational support, and configuration of network devices such as servers, routers, switches, associated software tools, and cabling in a large LAN/MAN/BAN/WAN environment
You will be part of a Team of Network Technicians and Engineers
Some Travel will be required
The ideal candidate will have a passion for excellence and continual improvement, combined with an entrepreneurial spirit, strong written and oral communication skills, strong interpersonal skills, innovative thinking in a fast-paced, ever-changing environment
Strong customer service and communication is necessary to ensure customer satisfaction and network reliability
A good problem-solving and troubleshooting skills in severs and Cisco devices are a Plus
Ability to lift up to 50lbs is required

IT Service Delivery Resume Examples & Samples

Help with overall operations model set up from O&M maintenance standpoint
Manage a list of applications in each area validating that each application had support staff, application health, SLA’s and key measure defined
Develop ORG chart for each area, including vendor staff
Support Distribution, Gas, Supply Chain, GeoSpacial applications for processes, procedures, and troubleshooting
Help standardize processes for consistent reporting, process definition, application tracking, and overall application health
Help troubleshoot requests from Distribution, Gas, Supply Chain, GeoSpacial requests
Track and provide reporting for maintenance tickets, maintenance queues, enhancement requests, and SLS’s for each
Validate, maintain, and update all application details for Distribution, Gas, Supply Chain, GeoSpacial applications
Work directly with Sr. Business Managers, Functional Consultants, Functional Analysts, and Sr. Consultants to maintain positive O&M standards

IT Service Delivery Resume Examples & Samples

.net development
Web application development (HTML, CSS, JavaScript, HTTP protocol)
The role will also include providing support for a number of applications used at GMS Sites. This is an expanding area being piloted in the UK but which will eventually roll out to cover the entire GMS supply network
Possess strong skills and expertise in
Database development (SQL standard, queries, schema definition)
Source code versioning systems
C# (optionally VB.net) development
Microsoft MVC and/or WebForms technologies
JQuery basics
SQL Server or Oracle user
IIS management
Awareness of concepts like automated unit test cases, object relationship mappers
Supporting validated applications
Incident, Request and Problem management

Associate Director, IT Service Delivery Resume Examples & Samples

Ensure strong skilled team, with coverage across the IT technologies and functions supported
Ensure strong communications, transparency and collaboration across the department
Ensure IT support/delivery processes and procedures are properly defined and documented, and there is awareness and compliance across the team
Ensure IT projects have detailed project plans with tasks, owners, dates and dependencies, and are well communicated and interlocked with the business
Ensure IT initiatives, projects and new deployments are keep on track and on budget, with regular reviews with IT senior management
Ensure all yellow/red issues and mitigation recommendations are shared with senior IT and business management
Support the business with the engagement of potential clients, ensure the IT scope is fully defined and costed
Ensure all contractual responsibilities are understood and communicated related to the IT scope being managed
Manage the creation of the IT spend plan, and manage actuals against the approved plan and budget
Ensure invoices and purchase orders are tracked, explained/justified and paid on time
Ensure compliance to IT security policies, and support compliance/security audits

Assistant Director, IT Service Delivery Resume Examples & Samples

Five years of professional experience involving Help Desk or Service Center operations, to include working with multiple aspects of technology (systems, services, projects & people), with 5 years’ experience providing functional supervision over supervisors and entry level staff is preferred
Strong customer service, written and oral communication skills
Experience with Incident Management software packages, Microsoft Visio, Microsoft PowerPoint, and Microsoft Project for project and team management is desirable
Excellent familiarity with ITIL3.0 framework and best practices is preferred
A strong familiarity with Call Center Metrics and how to utilize key performance indicators to reflect productivity, set staffing levels, and evaluate support center performance

Supervisor, IT Service Delivery Resume Examples & Samples

Provide support to internal and external parties in troubleshooting
Repair, diagnose and maintain hardware
Upgrade and update hardware and software
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
Conduct research on desktop products in support of PC procurement and development efforts
Evaluate and recommend products for purchase
Write technical specifications for purchase of PCs, desktop hardware and related products
Schedule flexibility
Technical studies
Microsoft Windows OS experience especially desktop version windows 7 and up (server is a plus)
Office 365
Basic Networking knowledge , DNS, DHCP, Cisco IOS basic configuration
80% english
2 year experience in IT Support

Usps-ngen-it Service Delivery Rep Mid Resume Examples & Samples

Working Knowledge of Radia/CAE Client
Experience in distributing software to a network
Evaluate and create productivity enhancements to increase workstation compliance quality and cost of service management
Drive continuous improvements in compliance solutions
Participate in and support enterprise objectives, solicit feedback, and provide time bound solutions
XP/Win7 Software Troubleshooting Skills with Regards to installation/removal of software remotely
Research, assess and recommend systemic IA failures or concerns to Tier 3
Work with Tier 3, IA Audit, and Engineering to identify and resolve unknown or inconsistent results
Attend teleconferences or technical meetings to review, educate, and support project objectives
Communicate project status changes and updates to senior leadership
Act as an escalation point
Review new tools and solutions and anticipate problems in new solutions before release
Active Directory Management (at least 2 years experience)
Remote Troubleshooting Abilities
Log Analysis and Diagnosis
Scripting experience (preferred)
Intermediate Knowledge of Microsoft Access Suite
SharePoint knowledge (preferred)
Remedy and Service Manager knowledge (preferred)
Ability to organize and write supporting SOPs that relate to role and revise technical documents as new issues arise
On call 24x7 environment
CompTIA Security+ CE Certification required
2-4 Years NMCI or Related Industry Experience

Usps-ngen-it Service Delivery Rep Mid Resume Examples & Samples

Five to nine (5-9) years experience with Hardware or Software Asset Management
Responsible for ensuring the internal processes related to IT Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability
The Service Controller's primary areas of responsibility will be the areas of Incident, Problem, Change and Availability Management
This role will also ensure that Information Technology has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization

IT Service Delivery Tech Resume Examples & Samples

IT service desk requests; resolve or escalate them as required according to their impact/severity
Prior relevant experience in an IT service delivery environment supporting Microsoft Windows desktop environment
Due to the nature of this position it may be required for the employee to travel. Therefore, dependent on the employee's location, the employee may be required to posses a valid driver's license

IT Service Delivery Director Service Management Resume Examples & Samples

Acts as a product owner of the GBT standard ITSM tool, Service Now. Organizes and steers governance and architectural activities
Develops application development key performance indicators and performs continuous process improvement
Understands business priorities, rationalizes demand and communicates priorities to ensure service management resources are working on the highest value activities
Advances adoption of ITSM through education programs and marketing
Manages supplier expectations around delivery and SLA compliance
Champions continuous improvement activities. Develops and maintains a strategic roadmap of opportunities and aligns them with future capability
Functions as a subject matter expert for all Service Management technology and toolsets
Functions as the Enterprise Process Owner for assigned ITIL components such as Incident, Problem, Change, Knowledge and Configuration Management
Fosters relationships with non-IT functions and finds opportunities to assist them with automating service management tasks
Builds a culture of accountability within the Service Management team
Bachelor's Degree in Computer Science, Information Systems or equivalent work experience
Minimum five years of experience managing application development teams in a support environment
ITIL V3 Foundation certified
Minimum five years of SDLC or Agile project management experience required. PMP certification a plus
Minimum five years of experience managing IT suppliers
Minimum five years of experience in a role responsible for IT operations delivery
Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment
Strong understanding of Agile software delivery & practices
Demonstrated track record of leading a team where customer experience was a priority. Advanced interpersonal skills to engage with peers, customers and senior management to achieve excellent partnership and results
Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels
Robust understanding of DevOps concepts and practices
Proven ability to think and adapt strategically, understand business strategies and transform into actionable plans and solutions
Proven ability to effectively resolve conflict
Experience in financial management and demonstrated ability to manage budgets
Ability to influence management matrix in order to achieve outcomes without direct responsibility
Experience with customer focused service mapping
Experience decomposing critical end to end transactions and identifying improvement opportunities
Problem management skills with proven experience driving permanent solutions using emerging technologies and innovation
Exceptionally strong written and verbal communication skills and the ability to communicate with people at all levels of the business

Manager, IT Service Delivery Resume Examples & Samples

Act as conduit between PM, Dev and Support teams, defining process & managing transition of products from development to support
Relationship management between internal/external service providers
Ensure alignment/standardisation of processes across Q2 Solutions Business units
Metrics generation/reporting to support service performance management and Continuous Service Improvement Plans
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Responsible for performance of direct reports
Develop and implement programs to ensure that all information systems, products and services meet IT Service standards and end-user requirements
Participate in the selection and on-boarding process for new IT staff by conducting candidate review and participating in the interview process. Ensure staff have the appropriate materials, systems access and training to complete job responsibilities
Manage budget planning, resource scheduling and all deliverables produced by the team
In collaboration with IT management team, review IT strategy and ensure staff resources are in place to achieve vision
Ensure that all team members follow industry standard ‘best practices’ and SOPs are written and followed
ITIL v3 certified Practitioner
Highly organized and a good multitasker
Direct experience in Configuration Management running in an enterprise level operation
Experience with IT service management systems (ServiceNow preferred)
Working knowledge of Microsoft Windows Server & Client and other platforms
Working knowledge of LAN and WAN environments
Working knowledge of communication systems and devices
Possess strong analytical skills and excellent verbal and written communication skills
Ability to establish and maintain effective working relationships with co-workers, managers and clients
Bachelor’s Degree in Computer Science or related field; with 7 years IT experience including project management or systems analysis with team lead or supervisory experience or equivalent combination of education, training and experience

Usps-ngen-it Service Delivery Rep Senior Resume Examples & Samples

3-5 Years related Industry Experience
Windows Server 2003 and 2008 Administration Experience
Windows Active Directory Management Experience
Event Log Analysis, Diagnosis, and Remote Troubleshooting Abilities
Ability to communicate (Written & Verbal) Technical Information to Peers, Leaders and Project Managers
Ability to work with both in a team and individual assignment
Attention to detail with good Business Acumen
Service Manager Knowledge (preferred)

Manager, IT Service Delivery Resume Examples & Samples

Accountable for no downtime of IT services to our clients. Lead the delivery of high availability of IT systems for the accounts serviced
Ensure IT projects have task details with owners, dates and dependencies; and there is governance and cadence to ensure on budget successful completion of IT projects
Manage the Client IT Service with an Objective > 9/10 for the Client Survey Appraisal
Manage the annual IT budget and ensure cost effectiveness
Accountable to get an IT employees satisfaction score higher then 8.5/10
Plan, deploy and deliver our IT services at most efficient cost
Ensure all IT contractual responsibilities are understood and delivered to our clients
Ensure detailed day-to-day IT delivery processes and procedures are in place, maintained, and followed by the IT team
Ensure close interaction and partnership with account and delivery teams at the sites, and our clients, to ensure we are satisfying their IT requirements
Manage the on-site deskside support teams at your sites
Lead workstations image creation/deployment, and keep workstation hardware/software current with approved and tested OS/app/security updates
Lead the IT problem determination and recovery bridge calls for outages that impact your sites and clients
Accountable for outage RCA’s are thorough and completed on time for outages that impacted your site/clients
Accountable tracking and driving RCA actions for your sites to completion
Accountable for the analysis across all outage issues to determine trends and actions to mitigate those outage trends
Drive the efficiency and effectiveness of IT services across IT organization, for your sites
Ensure delivery of IT services for your clients within planned budgets
Oversee IT change management for all IT change that impacts your sites and clients, including coordination with other on-site organizations like facilities space/power management
Work with global IT teams (networking, voice, server management, security, etc.) to ensure the global IT organization is properly supporting your sites and clients
Oversee site IT inventory tracking and reporting
Ensure site daily health checks are performed prior to start of production
Ensure redundancy failover testing, Business Continuity Planning testing, and Disaster Recovery testing for your sites are scheduled and performed on time
Accountable to Keep IT, Site and Account senior management informed of IT issues, plans, actions and monthly Key Performance Indicator results
Lead new account IT infrastructure deployment for your sites
Work with Solution and Transition teams for the creation of new sites and expansion of current sites
Consult with account teams and clients to improve their IT services
Strong IT knowledge, especially for network and voice services
Ability to travel to sites as need to work with site teams
Should be able to drive Continuous Improvement in all we do
College degree in Information Technology
Network specialization knowledge / certifications
12+ years in IT Services support
5+ years management experience
Expertise in desktop/laptop/Servers management and data governance
A skill capabilities in management of people being located in multi-region
Hands-on experience: With computer networks, network administration and network installation
Planning and Organizing:Ability to multi-task, plan and prioritize workload
Effective Communication:Excellent communication skills both verbal and written. Experience of communicating with clients both in writing and face to face
Responsibility for Results: Demonstrates ownership and accountability to achieve deadlines and targets

IT Service Delivery Trainee Resume Examples & Samples

Project Portfolio (communication, review, follow-up)
Studies in Project management, communication and/or IT
IT background is preferable
Previous experience of project management
Fluent in English, every other language is a strong asset

Manager IT Service Delivery Resume Examples & Samples

Partner with Business to prioritize technology needs and meet commitments. Manage the timely planning and execution of technology projects and ensure corporate guidelines are properly followed
Support a culture of operational and service excellence to drive increased efficiency and effectiveness of responsible service line(s). Implement best practice procedures for the on-going management of technology services
Partnering across the technology division, manage the creation, revision, and documentation of technology organization strategies and policies, including risk-based strategies
Support the MSP transition lifecycle thru the pre-planning, execution, stabilization and steady state phases
Previous experience in vendor management, contract management and governance
Program management experience preferred
Ability to work in a matrixed environment
Experience in implementing frameworks to ensure service level and quality management goals

IT Service Delivery Associate Resume Examples & Samples

Expert Level PC and Mac Support
Incident/Problem Management
Root-Cause Analysis
Service Desk/Desk Support
Hardware/Software Deployment & Support
Microsoft Exchange
Ticketing Systems
Adds/Moves/Changes
TCP/IP
Cisco IP Phone Deployment and Support
Mobile Device Management
PC Assess Management
Excellent Communication and Customer Service Skills
Technical Bachelor's Degree preferred, however will accept a Technical Associates Degree

Manager, IT Service Delivery Resume Examples & Samples

Manage the Client IT Service with an objective >9/10 for the Client Survey Appraisal
Accountable to get an IT employee satisfaction score higher than 8.5/10
Expertise in desktop/laptop/servers management and data governance
Effective Communication: Excellent communication skills both verbal and written
Experience of communicating with clients both in writing and face to face

IT Service Delivery Manag NC Resume Examples & Samples

Provide oversight, knowledge and guidance to all IT staff across the lifecycle of IT projects
Analyze complex business needs presented by the user community and/or clients and recommends/provides technical solutions
Oversee all IT Operations and Service Delivery in a 24x7 support model. Lead Incident and Problem Management
Oversee and guide Help Desk
Manage planned and unplanned outage cycles – Notifications to customer and other stakeholders, enable/disable Access restrictions etc
Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions
Direct operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations
Produces detailed time line for each IT Operations projects including stakeholder management plan, risk mitigation plan, back-out plan, etc
Direct and prioritize the work load of IT infrastructure support personnel
Review all design plans, projects and proposals for new technology, data center additions, network and IT operations changes to ensure adherence to Serco technology standards and enterprise architecture best practices
Provide input for all business requirements prior to the technical solution
Participate on all hardware and software evaluations and maintains vendor contracts
Represent the IT function at customer review meeting when appropriate
Define education programs for IT staff
Perform liaison duties between users and IT Operations personnel in the areas of systems implementation, hardware upgrades, storage, change management, decommissions, life cycle management, systems modifications and trouble shooting
Support the IT department's operational and strategic planning, including fostering innovation, planning projects and organizing and negotiating the allocation of resources
Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including telecommunications, servers, network equipment, operating systems, hardware, software, and peripherals
Benchmark, analyze, report on and make recommendations for the improvement and growth of the IT infrastructure and IT systems
Work with stakeholders to define business and systems requirements for new technology implementations
Manage financial aspects of the IT department, including purchasing, budgeting and budget review
Approve and oversee projects and project portfolio
Adherence to Corporate IT Policies and Procedures, including the development of additional controls as required by the contract for architecture, security, disaster recovery, standards, purchasing and service provision
Develop requests for proposals
Negotiate and administer vendor, outsourcer and consultant contracts and service agreements
Practice asset management for IT hardware, software and equipment
Establish and maintain regular written and in-person communications with the organization's executives, department heads and end users regarding pertinent IT activities
Serco Inc. is using this posting for the purpose responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.**

IT Service Delivery Tech Resume Examples & Samples

Process telephony moves, adds and change requests for all ICON global Offices
Process mobile order requests for US, Canada, and Ireland via ServiceNow
Manage mobile inventory for US, Canada, and Ireland staff
Support WebEx conferencing service issues via ServiceNow incident management
Support faxing service issues via ServiceNow incident management
Assist/handle projects assigned by the Telecommunications Team Lead
Maintain updated user documentation regarding all telecommunications services
Provide end user training of telecommunications services and functionality
Handle phone programming for ICON offices with Avaya/Nortel phone hardware
Coordinate necessary repair/maintenance functions with the appropriate vendor
Collaborate with other IT teams to accomplish implementation of new technologies as required
Two or more years telecommunications experience or relevant work experience preferred
Experience with Microsoft applications (Word, Excel, PowerPoint)
Ability to work independently, within time constraints
Good organizational and time management skills
Ability to absorb and apply information presented
Confidentiality and discretion in handling sensitive records and information

Director of IT Service Delivery Resume Examples & Samples

Customer Service: Fosters a culture of excellent customer service, quality, and continuous improvement. Sets KPIs, SLAs and customer satisfaction service levels and holds staff accountable
System Deployments: Oversees large scale technology deployments to our restaurants including new restaurant openings
Help Desk/Field Support
15+ years technology related experience with at least 5 years of demonstrated success in a leadership position (Director-level or higher) in mid to large-sized reputable organizations
Bachelor’s degree in the field of computer science, information systems, or computer engineering
Experience in various SDLC (Software Development Life Cycle) methodologies such as waterfall, agile, etc
Experience developing short and long range plans
Ability to analyze data trends and prepare planning and operational reports
Experience with Microsoft products
Demonstrated experience developing, managing and monitoring a budget
Experience with telephone automatic call distributor (ACD) systems used in Call Centers
Experience with Microsoft CRM or another helpdesk case tracking software
Demonstrated ability to train and coach others; developing a team atmosphere
Experience in working with multiple vendors to fulfill resourcing needs

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IT Service Delivery Resume Samples

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Manager, IT Service Delivery Resume Examples & Samples

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IT Service Delivery Tech Resume Examples & Samples

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Manager, IT Service Delivery Resume Examples & Samples

Head of IT Service Delivery Resume Examples & Samples

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IT Service Delivery Resume Examples & Samples

IT Service Delivery Brainspace Analytics Product Manager Resume Examples & Samples

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Director, IT Service Delivery Resume Examples & Samples

Specialist, IT Service Delivery Resume Examples & Samples

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Manager Regional IT Service Delivery Resume Examples & Samples

IT Service Delivery Resume Examples & Samples

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Manager, IT Service Delivery Resume Examples & Samples

Manager, IT Service Delivery Resume Examples & Samples

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IT Service Delivery Rep Mid Resume Examples & Samples

IT Service Delivery Resume Examples & Samples

IT Service Delivery Resume Examples & Samples

Associate Director, IT Service Delivery Resume Examples & Samples

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Supervisor, IT Service Delivery Resume Examples & Samples

Usps-ngen-it Service Delivery Rep Mid Resume Examples & Samples

Usps-ngen-it Service Delivery Rep Mid Resume Examples & Samples

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Manager, IT Service Delivery Resume Examples & Samples

Usps-ngen-it Service Delivery Rep Senior Resume Examples & Samples

Manager, IT Service Delivery Resume Examples & Samples

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Manager IT Service Delivery Resume Examples & Samples

IT Service Delivery Associate Resume Examples & Samples

Manager, IT Service Delivery Resume Examples & Samples

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IT Service Delivery Tech Resume Examples & Samples

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