Manager, Service Delivery Resume Samples
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Manager, Service Delivery Resume Samples
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GG
G Gislason
Grace
Gislason
14471 River Mountains
Boston
MA
+1 (555) 936 2454
14471 River Mountains
Boston
MA
Phone
p
+1 (555) 936 2454
Experience
Experience
Houston, TX
Manager Service Delivery
Houston, TX
Carroll Inc
Houston, TX
Manager Service Delivery
- Operational delivery of the Service Management Services and continuous improvement in service management execution
- Day to Day People Management support
- Incident, Problem, and Service Level Management
- Asset and Configuration Management
- Service Desk, Knowledge Management, and Service Request Management
- Manage and effectively communicate the operational performance of the service management resources
- Maintain alignment with Service Management and Service Framework Development functions on process and tool documentation, management, controls, and improvement/corrective projects
Dallas, TX
Manager, Service Delivery
Dallas, TX
Cassin-Kris
Dallas, TX
Manager, Service Delivery
- Responsible for recruiting, hiring, and onboarding new employees
- Responsible for establishing team goals and ensuring goals are met. Responsible for achieving assigned metrics for the organization
- Overall Project framing, tracking, and reporting of forecasts and actuals
- Responsible for hiring and developing new employees. Work to hire a diverse workforce
- Provide on-going coaching and support for clients
- Clearly demonstrating the value of Cornerstone Consulting Services to diverse audiences, both in person and virtually
- Professional presence with a level of comfort interacting with associates at all levels of the organization, including senior leadership
present
Chicago, IL
Senior Manager, Service Delivery Management
Chicago, IL
Wolff and Sons
present
Chicago, IL
Senior Manager, Service Delivery Management
present
- Establishes operational objectives and work plans, and delegates assignments to subordinate managers
- Develops budget estimates and manages project/contract to meet revenue and cost projections
- Conduct regular customer meetings, incident awareness and escalation, issue trending and problem management, and cure plan development and execution
- Provides regular updates to senior management regarding client issues, budgets, etc
- Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development
- Lead the career development of direct reports
- Account Management
Education
Education
Bachelor’s Degree in Business Administration
Bachelor’s Degree in Business Administration
Cornell University
Bachelor’s Degree in Business Administration
Skills
Skills
- Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment
- Strong leadership capability, executing as appropriate in the areas of responsibility
- Provides direction to staff and Monitors job performance through direct observation and provides necessary coaching, counseling and motivation to maximize employee contribution and organizational performance
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others
- Strong interpersonal skills; build consensus and develop solid relationships
- 5+ years of Information Technology related project management experience with at least 3 years of experience in service delivery management with multiple project tracks
- Possesses strong product/technology/industry knowledge
- Delivery management- Accountable for the L1 and GCC deliverables, ensuring SLAs, schedule, quality and customer satisfaction
- Has demonstrated ability to lead based on experience, industry / organizational knowledge, passion, and competence
- Ability to successfully handle multiple, complex engagements simultaneously. Proven experience at developing and maintain relationships with other EMC organizations, customers, clients, and executives
15 Manager, Service Delivery resume templates
Read our complete resume writing guides
1
Senior Manager Service Delivery Resume Examples & Samples
- Strategic thinking Skills
- Advanced Project Management Skills
- Ability to collaborate successfully across functional and business lines
- Ability to handle multiple projects under pressure and tight timelines
- Strong training skills (if not in next layer down)
- Strong oral and written communication skills and the ability to convey complex information in a simple, easily understood manner
2
Senior Manager, Service Delivery Resume Examples & Samples
- Become quickly acclimated to current Retail systems, processes, and business users
- While reporting to the Director of Retail Information Technology, also working in a cross-functional team structure including Merchant, Planner, and Allocation teams to support and enhance business processes through innovative technology solutions
- Immerse yourself in the Corporate Integrated Planning Process to help ensure alignment of Retail business systems requirements with overall Corporate planning system initiatives
- Contribute to creating and/or improving business processes from a merchandise planning and allocation perspective
- Develop and propose solutions to support strategic company initiatives
- Create process and system documentation, lead training and change management sessions to support new initiatives.Also maintain updates and hold refresher sessions for teammates
- Be a key partner to help onboard new members of the Retail Merch, Planning, and Allocations Teams
- Partner with the Corporate Business Intelligence team to develop, enhance, and create necessary dashboards and/or reports to support the Merch, Planning, and Allocations teams
- Stay current on industry best practices and evolving technologies, present proposals that translate value to the organization, and be a change agent to help champion new ideas
- Assist the business team with adhoc project needs
- Develop partnerships with Retail Operations, Product, Logistics and Distribution teams
- Excellent leadership and partnership skills
- Strong analytical skills with the ability to analyze complex quantitative data
- Experience in systems and programs relative to planning processes.Excel skills imperative.Exposure to Epicor and SAP systems a plus
- Ability to be a part of a team, set challenging standards, develop strong partnerships, and lead others to action
- Bachelor’s degree in Management, MIS, or Computer Science (preferred)
- Minimum 10 years of Information Technology experience supporting financial or merchandise planning teams in a progressive & growth focused retail organization
- Project Management Certification (PMP) a plus
3
Manager Service Delivery Resume Examples & Samples
- Manages functional areas or department account leads on small to medium sized accounts to ensure that business solution objectives are met
- Develops demand forecasts with account teams on small to medium sized projects to assist functional areas or departments in planning and delivering end-to-end services
- Manages and approves expenditures for accounts in line with the established policies and procedures
- Identifies and manages service improvements to increase customer satisfaction. Manages and ensures delivery of projects meet client and company expectations and needs
- Nine or more years of support services, project, or program experience
4
Manager, Service Delivery Resume Examples & Samples
- Practically apply Project Management and Client Services concepts to
- Develop/drive execution plans to meet engagement scope of services and deliverables
- Manage resources across multiple divisions and functional areas – including third parties
- Lead team in the midst of uncertainty; solve complex problems and demonstrate sound business judgment and clear decision making
- Strong interpersonal skills; build consensus and develop solid relationships
- Excellent written and oral communication skills, including the ability to create and deliver compelling presentations in both small and large group settings; orient message to value needs of audience
- Bachelor’s degree in Information Technology or Business related area, or equivalent work experience
- 5+ years of Information Technology related project management experience with at least 3 years of experience in service delivery management with multiple project tracks
- 3+ years of experience in software product development, systems integration, and/or software implementation services required
- Financial Services experience strongly preferred
- Available to travel up to 25%
- Online Banking software experience a plus
- Process management/improvement a plus
- Project/Program Management Certification preferred
- Experience with matrix management of cross-functional processes and teams
5
Associate Manager Service Delivery Resume Examples & Samples
- Availability Management
- Capacity Management
- Problem Management
- Release Management
- Service Level Management
- Service Request
- 8-10 years in a similar organization as a team leader or higher role
6
Manager, Service Delivery Management Resume Examples & Samples
- The main responsibilities will vary according to the type of role
- Directs and manages the daily operations of one or more SBU’s
- Determines resource allocation levels to meet project/contract commitments
- Reviews and resolves issues affecting Company compliance, legal requirements and client objectives
- Develops systems and services that support Xerox Services and business unit needs; provides leadership and focus in area of expertise
- Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals
- Prepares related reports and audits current procedures to monitor efficiency of operations
- Ensures that business practices are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations
- Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development
- Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services
- Partners with senior staff in developing and marketing new client programs/services as required
7
Manager, Service Delivery Management Resume Examples & Samples
- 10 years & more experience in Finance & Accounting BPO
- Very good knowledge in P2P, O2C & R2R processes
- Good knowledge in SAP ERP preferred
- Experience in process transitions initiated by the customers
- Very Sound Experience in managing multiple customers at time
- Should have worked as the key person with whom the customer deals with, in all process related matters. (Should have experience in leading the client management governance)
- Experience in managing team size of 50 and above
8
Manager Service Delivery Resume Examples & Samples
- Operational delivery of the Service Management Services and continuous improvement in service management execution
- Ensures adherence to global best practices, processes and improvement plans within the region and the associated accounts as defined by the Global Capability leaders
- Day to Day People Management support
- Incident, Problem, and Service Level Management
- Asset and Configuration Management
- Capacity, Availability, Change and Release Management
- Service Desk, Knowledge Management, and Service Request Management
- Manage and effectively communicate the operational performance of the service management resources
- Build operational capability; develop talent and maximize value of cross skilling across service management resources in the Region
- Maintain alignment with Service Management and Service Framework Development functions on process and tool documentation, management, controls, and improvement/corrective projects
- Lead engagement for Service Management activities within the region to understand service management demand
- Drive standardization in the areas of process compliance, operational reporting, and leveraging of best practices as defined by the global capability groups
- Identify opportunities for process and tools enhancement for consideration by capability owners
- Clear understanding of service management lifecycle, ITIL-based service management processes/functions, and COBIT framework
- Understanding of service catalogue for GESM, including relationship of services to each other, to projects, to services and offerings of other business units (GBS/consulting, vertical solutions), and elemental technologies/products
- Awareness of and commitment to ESM Business Plan objectives and measurements
- ITIL v3 Service Management Framework
- In depth knowledge of CSC’s Global Service Management policies, processes and procedures
- Knowledge of effective resource leveraging and maximizing productivity employing lean principles
9
Senior Manager Service Delivery Resume Examples & Samples
- Supports developing new business proposals and introduces new technology to enhance business solutions
- Good leadership and organizational skills
- Good skills in managing to contracts and bugets
10
Manager, Service Delivery Resume Examples & Samples
- Detailed knowledge and experience in Domestic, International & Investment Lending Settlements, Options, Bookings, Corporate Actions, Banking and CHESS functions and good understanding of the supporting systems
- Excellent knowledge of ASTC business rules
- Strong people management and coaching experience
- Excellent stakeholder management and influencing skills across all levels
- Complex problem solving skills to support recommendations and escalations
- Professional maturity to drive continuous change
11
Manager, Service Delivery Management Resume Examples & Samples
- Monitors the program/project from initiation through delivery, interfacing with customers or department personnel
- Assigns and monitors work of technical personnel, such as systems analysts and programmers, providing support and interpretation of instructions/objectives
- Directs the activities of project support staff and sub-contractors and is responsible for ensuring appropriate resources are allocated and maintained to facilitate the successful completion of the project
- Ensures the ongoing process/system capability associated with projects and manages any changes required to meet or exceed the expectations established in project designs
12
Manager Service Delivery Level Resume Examples & Samples
- Defining the service and ensuring services meet the business need
- Services are delivered in accordance with agreed business requirements
- SLA adherence
- Managing the service lifecycle – often in conjunction with a Service Team
- Financial management of the IT services
- Manages the provisioning of the various IT services to the users
- Manages the resource allocation including people, hardware, and other items as required to deliver the services
- Work with the Availability and Capacity Manager to provide inputs for annual service capacity planning exercise
- Ensures that the operations processes deliver services that adhere to the promised SLAs
- Work with the Service Catalogue Manager to manage the service details
- Responsible for fulfilment of service requests
- Participates with the Service Continuity Manager to ensure availability of the services, and their restoration in case of any incidents
- Execute the defined procedures for updating the services to ensure alignment with business needs
- Monitor the performance of the IT services and report as required
- Track the resource consumption and report to the key stakeholders in the specified formats
- Participate with the Continuous Improvement Manager to identify scope for improvement as a part of the continual service improvement initiatives
- Bachelors of Science in Information Systems or related field, compulsory
- MBA, advantageous
- IT Infrastructure Library (ITIL) or equivalent certification, Foundation level, compulsory
- Minimum 2 years’ Experience in Service Management
- Banking Industry Experience, advantageous
- Exposure in Service lifecycle module areas, advantageous
- Exposure in Business Continuity Management and Disaster Recovery
- Exposure in Capacity Management
- Exposure in Compliance Audit
- Exposure and Knowledge of Banking and Financial Services business
- Exposure in Service Level Management
- Results oriented
- Good written and oral communication skills
- Understanding of the business context
13
Manager, Service Delivery Resume Examples & Samples
- Minimum of 5 years of defined contribution/defined benefit experience retirement industry or financial services industry experience required
- Demonstrated leadership experience either directly supervising teams or leading cross-functional projects
- Production mindset; ability to drive results as they pertains to service level agreements
- Strong level of adaptability and comfort with change
- Strong leadership and interpersonal skills to mentor/coach and develop associates
- Professional presence with a level of comfort interacting with associates at all levels of the organization, including senior leadership
- Strong written and verbal communication skills; ability to be clear and concise in messaging
- Proven ability to collaborate with peers and business partners to achieve common shared goals
- Knowledge of Prudential systems and applications considered a plus
- Proficient with Microsoft Word, Excel; preferable proficiency with Microsoft Powerpoint, Access and Visio
- Ability to travel approximately 10-15% of the time
14
Associate Manager, Service Delivery EPM Resume Examples & Samples
- Provide IS related support to the Service company and other Mondelēz International legal entities, per service agreements, within the total global Mondelēz International organization
- The Finance Intelligence Tool (FiT) application is the global financial planning and reporting application used by Mondelēz. The Hyperion Financial Management (HFM) is the financial consolidation and reporting application and the Cost Management Tool (CMT) use for the planning and budgeting of Global Overhead expenses within Mondelēz. The 3 applications are part of our Enterprise Performance Management (EPM) portfolio
- The Global EPM Systems team provides on-going support and governance for the Oracle Inc. the 3rd part provider that delivers break fix resolution and enhancements to these applications. This position is a support lead within that team, acting as the principal point of contact for users in the Asia Pacific time zone, whilst operating as part of the broader global team supporting approximately 3,500 users across the Mondelēz organization
- The job holder will have responsibility for ensuring that issues arising with the functioning and performance of the FiT, HFM and CMT systems are resolved in a timely manner
- The job holder is responsible for coordinating and liaising between end users and the support teams, both internal and external, to deliver resolutions to issues
- The job holder is the key point of contact for users based in the Asia Pacific time zone but will also support the broader, global user base, picking up on-going issues as part of a follow-the-sun support model
- Extensive experience leading or supporting the EPM platform – HFM, Planning, Reporting, and Master Data
- Understanding of FR Reporting, Business Rules development, Essbase Calc Script development, Planning / Application web form development
- Strong working knowledge of the Finance function
- Strong Communication Skills, Verbal and Written
- Ability to work in a dynamic, time-pressured environment
- Ability to work collaboratively across the broader EPM team
- Ability to establish partnerships and build effective teams with internal and external partners
15
Manager, Service Delivery Resume Examples & Samples
- Work with account management and the
- Develop work plans when needed,
- Bachelors
- Microsoft
16
Associate Manager, Service Delivery Resume Examples & Samples
- Supplier selection leadership: Facilitate cross-functional teams. Manage spend categories and influence the category / vendor selection strategy and approach, factoring in priorities, timelines, and business requirements. Consider and recommend appropriate options (benchmarking, RFI/RFP, utilization of existing partners, etc.). Review and provide cost / quality comparisons for different options for meeting identified interests, and drive the project team decision-making process
- Contract preparation and negotiations: Negotiate optimized commercial terms for key supplier agreements. Coordinate with all relevant business partners/stakeholders to ensure that Celgene interests are safeguarded and that specific business requirements are reflected in the final contract. Negotiate contract terms in liaison with legal department. Inventory, manage, and update agreements over the lifecycle of the relationship, as necessary
- Supplier Performance:Monitor, measure, and report on contract obligations and supplier performance and provide issue escalation support
- Vendor relationship management:Manage Integrated Partners and/or other key vendor relationships. Organize and facilitate supplier business review meetings. Monitor overall spend, potential use cases, and incremental / expanded opportunities. Identify, raise visibility, and implement value-generating opportunities. Capture and report on identified and captured economic benefits, process efficiencies, etc
- Communication: Communicate and demonstrate the mission, vision, objectives of Corporate Strategic Sourcing to key stakeholders and key supplier community
- Process Development:Support development and updating of department processes, tools, templates, and communication efforts. Participate in corporate franchise operations projects, corporate initiatives, and other enabling projects. Support departmental audits and remediation efforts
- Business intelligence:Monitor assigned spend category environment to keep current on providers and industry trends. Look for best practices and continuous improvement opportunities. Coordinate with Sourcing Insights team to obtain necessary information to drive category/ supplier level insights and identify opportunities
- Experience in sourcing strategies and techniques
- Minimum of 5 to 7 years in a professional procurement function with a focus on IT categories
- Good understanding of project management principles as well as sound knowledge of contract terms and conditions, benchmarking and market analysis
- Must possess good organizational and interpersonal skills as well as great attention to detail
- Appropriate level of subject matter expertise regarding groups, functions, franchises directly supported
- Excellent oral and written communication skills, with a strong emphasis in negotiating
- Ability to work in a multicultural team environment and interact with a wide variety of customers. Must be able to relate effectively to people at all levels of the organization
- Active driver, delivery-oriented
- Proven ability to multitask
- Excellent English language skills, additional languages are advantageous
- Computer skills (MS Office – Word, Excel, PowerPoint, Outlook)
17
Manager Service Delivery Resume Examples & Samples
- Identify gaps in the skill levels and knowledge areas pertaining to operations, compliance and operational processes and procedures and coach, mentor or train to close gaps
- Continuously evaluate and ensure content of training material/s are accurate and up to date and escalate appropriately if gaps are identified
- Be the subject matter expert who provides information and interpretation on operational issues raised
- Provide ad-hoc support and coaching in respect of day-to-day operations, risk, compliance and capacity matters
- Discuss “common errors” report with Regional Heads and have effective monitoring controls in place via the Operations Consultants to ensure reports are shared with Branch Area Managers and Branch Managers. Ensure shared understanding of shortcomings, collaborate to identify root cause and put plans in place to eradicate errors on a sustainable basis
- Review and identify processes to support LIMME for employees and customers (on both time and cost saving initiatives)
- Ensure a branch infrastructure record is established, updated and maintained
- Engage with the Regional Heads and Branch Area Managers / Regional Managers and monitor, analyse and report on trends and common errors for the Province on a weekly basis
- Be the Advisor to the Regional Heads, Branch Area Manager / Regional Manager on all Operational activities within the Province
- Engage and partner with Regional Heads, Branch Area Managers / Regional Managers, Branch/Outlet managers to close any procedural, capacity gaps and/or process/control failures identified in branches (in conjunction with Operations Consultants)
- Partner with Regional Heads, Branch Area Managers/Regional Managers, Branch/Outlet managers and Operations Consultants to embed policies, procedures, system changes/enhancements in outlets
- Continuously engage with Regional Heads, Branch Area Managers/Regional Managers, Outlet Managers in conjunction with Operations Consultants and employees and provide support, guidance and advice to ensure that outlets comply with the relevant operational, risk and compliance processes and procedures
- Attend Provincial / Regional meetings and actively engage on Zones and Branch operational performance
- Ensure that a Branch and Zone dash board is maintained for each Branch and Zone
- Utilise the Work Force Management System and/or ACM to extract capacity trends and information, make recommendations to branch/outlet managers and put plans in place to ensure optimal capacity management and control. Be actively involved in Capacity Forums and capacity decisions in the Province
- Pro-active Management of all Risk and Operational activities
- Gather, Analyse and monitor Regional and Zone dash board monthly, identify trends and support Operational Consultants to implement corrective actions in conjunction with Regional Head, Branch Area Manager / Regional Manager
- The following to specifically be monitored, analysed and trends identified for outlets within the respective zones : Teller Shortages and surpluses, ATM claims, Trading losses, Non-Trading losses, cash counts. Provide recommendations on corrective actions (including arranging interventions to close gaps)
- Ensure awareness of trends across the branch network
- Facilitate and support corrective actions on Management Assurance Review findings
- Track, Monitor and control the closing of all open Management Review findings
- Assist with formally conducting cash counts where needed
- Identify and address the overall needs of the Zone and Province in terms of improvements that are of priority
- Inform the branches regularly on new risks identified and assist and enable to put action plans in place to address new risks
- Support Zone(s) with activities to ensure positive influence on control robot performance
- Ensure BRMS discrepancies are scrutinised to assist branches having green ratings
- Implement and maintain process tracker to monitor implementation and embedment of new processes
- Monitor and ensure that policies, processes, procedures, controls, system changes and capacity recommendations are correctly embedded in outlet
- Support management to ensure maximum participation of branch staff in rollout of projects such as Branch Excellence and ensure issues are raised and challenges addressed
- Be a change agent and ensure old behaviours or practices are replaced and in line with new requirements
- Ensure shared understanding and consistent application of policies, processes and procedures
- Drive a culture of proactive risk and compliance management within the branches by clear communication, information sharing sessions and regular monitoring to ensure that the Managers and staff understand their responsibilities
- Support Line Management with coaching of new Managers and staff on operational processes, systems, risk and compliance
- Ensure Change initiatives are embedded as required
- Ensure all system enhancements (new/upgrades) work effectively (telephone systems, computers, etc). All problems to be logged and monitored closely and escalated to relevant stakeholders
- Align and implement physical security minimum standards as identified by Africa Security
- Support Business Support team with tracking of system enhancements (new/upgrades) and ensure problems are logged, escalated to the relevant stakeholders and monitored until completion
- Outputs to deliver this accountability
- Work with managers in the team to achieve excellent business results through continuous people development and mentoring activities
- Ensure Performance Development (PD) process is undertaken as per Policy. PD plans in place and regularly reviewed as per PD cycle. Ensure meaningful Performance Development discussions with direct reports
- Compile, review and monitor versatility matrix. Ensure fair allocation to priority training and targeted employees in order to achieve the adequate skills level and minimum requirements training
- Ensure all compliance training is incorporated and vigorously monitored
- Develop a succession plan for Operations Consultants in accordance with formal Talent Management guidelines
- Contribute to a fair recognition and remuneration process within the Region by participating in job matching reviews and consistency check meetings
- Create effective workforce plans and recruitment demand plans for allocated areas
- Oversee effectiveness of Absa Performance Accelerator (PAP) Programme and contract accordingly where appropriate
- Facilitate and/or participate in the development of Employee Opinion Survey (EOS) interventions and track the effectiveness of agreed actions
- Ensure appointments are in line with the departments Transformation plan
- Perform all other duties as reasonably assigned
18
Senior Project Manager, Service Delivery Resume Examples & Samples
- Manage the relationship with the client throughout the project duration and acting as the main point of contact between client and vendor organization
- Establish the processes to support delivery operational excellence. This includes project initiation in the delivery system, defining the project calendar and work breakdown structure, and defining deliverable acceptance and reporting procedures. Project initiation also includes validating scope, conducting project kickoff and holding Conditions of Satisfaction (COS) discussions with stakeholders
- Ensure the services delivered by the vendor are conform to what has been contractually agreed between client and vendor and monitoring the delivery of said services against agreed schedule, quality, scope and budget
- Manage vendor resource planning and addressing resources performance issues
- Manage the financial aspects of the contract (billing for services, following-up on payments, etc)
- Define in advance the acceptance criteria for each project deliverable, works with the team to establish delivery dates for each deliverable, and oversee the review of client deliverables to ensure they meet all client acceptance criteria, securing sign-off on each deliverable as defined in the SOW
- Review and approves consultant and partner billable hours and expenses each week, and review and approve client invoices before they are sent
- Act as the escalation point when issues arise with vendor’s resources / services and manage any dispute or conflict
- Manage engagement risk and delivery quality
- Track and report the performance of the engagement, the quality of project deliverables and reports on the effectiveness of the engagement against the baseline plan
- Builds his time into engagements as appropriate to allow for mitigation of engagement risk and to achieve the required level of billable utilization set by the business
- Develop strong, positive cross organization relationships with internal groups to include industry units, account teams, and product groups, as well as with partners and customers
- Minimum of 10 years ‘experience in a technical lead or project management role
- Proven track record of successful project execution in the wireless industry
- Extraordinary organizational savvy with exceptional partnering skills and good relationships across all functions
- Proven change leader
- Knowledgeable of industry and related trends
- Excellent customer facing skills
- Entrepreneurial, highly motivated and adaptable
- Exceptional ability to persuade, convince, negotiate with influence in order to support objectives
- English writing and speaking
- French writing and speaking (recommended)
- Familiar with wireless networks
- LAN\WAN\VPN\Firewall Infrastructure
- WIFI
- Inbuilding
- MDM – Mobile Device Management
19
Major Incident Manager & Service Delivery Resume Examples & Samples
- ITIL V3 Foundation Certificate in IT Service Management
- Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
- Strong organizational skills and the ability to effective manage multiple tasks simultaneously
- Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
- Aptitude for, and interest in, learning new technologies
- Client focus and ownership - displays initiative and a proactive approach to work
- An understanding and experience of the technology used in large financials is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support)
- Crisis management skills
- Able to facilitate conversations with large groups of remote people
- Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
- Able to maintain calm during stressful situations
- Able to translate technical incidents into business terms
20
Manager Service Delivery Resume Examples & Samples
- Set principles, provide advice and ensure all communication activities are aligned across
- Negotiate, agree and document appropriate IT service targets with representatives of the business
- Monitors (on a daily basis) and produces report on the service provider’s ability to
21
Manager, Service Delivery Managers Resume Examples & Samples
- Design, build, stabilize, lead and evolve their organization according to business needs
- Ensure that processes, services, solutions and activities are executed to drive cost-effective operations and deliver business value
- Accountable for the staffing, development and qualification of their teams through a well-balanced approach of supervising, coaching, and managing the performance of every team member
- Embrace and support the Pharma Informatics community, dedicated to its local PI culture and spirit, and, who together ‘Make IT Happen’, and ‘Doing now what patients need next.’
- Create and deliver long-term vision and strategy for increasing effectiveness our operations teams
- Create and maintain strong relationships Solution Owners IT and business leadership teams, and perform deliver leadership within the IT community
- Demonstrated negotiation strategy development and negotiation skills
22
Senior Manager, Service Delivery Management Resume Examples & Samples
- Conduct regular customer meetings, incident awareness and escalation, issue trending and problem management, and cure plan development and execution
- Develop Consulting and Professional Services capabilities within Japan that would drive downstream MRR and increase value for the customers
- Front and represent the global services organization and capabilities locally to drive new offerings in the local market
- Enable consultative selling. Facilitate higher value solution selling focusing on business outcomes and not price competitiveness
- Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution
- Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the customer life cycle management
- Partners with the sales leader to execute on the local growth strategy
- Partners with the sales leader to retain, renew customer contracts
- Establishes quality performance standards to achieve Company objectives, client satisfaction and compliance with contractual SLA requirements
- Develop collaborative relationships with key departments to coordinate strategies requiring Client Services involvement
- Initiate and maintain positive client relations. Apply mediation and customer resolution skills to resolving major client issues and concerns
- Attain budget and business plan for the Japan service management team
- Lead the career development of direct reports
23
Manager Service Delivery Resume Examples & Samples
- Manages complex relationships between delivery and consumer groups to ensure good client relations. Resolves issues and determines and implements appropriate course of action
- Master's degree in business administration, engineering, information systems or related field preferred
- Experience working with proposals
24
Qr-manager Service Delivery Operations Resume Examples & Samples
- Bachelor's Degree or equivalent
- Expert - minimum 7 years of job- related experience required
- Minimum 5 years experience in inflight catering operations as manager
- Strong MS Office- skills including Word, Excel, Power point
- Managerial skills- Ability to delegate work, set clear direction and manage work flow .Strong monitoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members
25
Manager Service Delivery Level Resume Examples & Samples
- Managing the service lifecycle – often in conjunction with a Service TeamFinancial management of the IT services
- Must have 5-10 years’ experience with BI and reporting
- Includes building reports from a signed spec
- Analysing the reports and providing commentary and identifying service improvements
- Strong Microsoft skills
- Reporting tool skills, Qlikview, SQL, Microstrategy
- Data mining and migration (SSIS etc.)
- Strong Mathematical background/qualification and experience (Degree advantageous)
- Financial background/qualification ad experience
26
Business Manager, Service Delivery Resume Examples & Samples
- Effective and timely client communication and escalation
- Client program and/or key initiatives enterprise deployment
- Partnering w/Operations to deliver / exceed KPI performance
27
Manager Service Delivery Resume Examples & Samples
- To lead a team of 15-20 Developers, Designers working on different applications on a varied technology landscape – including Mainframe and Microsoft
- This role works as a single point of contact, with accountability for the offshore developers, designers team members
- A University degree in Computer Science or Management
- Experience working in a multi-site, multi-time zone environment
- Strong organizational, multi-tasking and time management skills to work effectively in a changing environment balancing operations and project delivery
- Demonstrated problem solving skills with ability to analyze situations/problems systematically and deliver effective right-sized solutions in a timely manner
- Experience with Software Development Life Cycle methodologies and Industry best practices and frameworks (like CMMI)
- Experience leading developers in project delivery and/or operations delivery
- 10+ years of progressive information technology experience in application development, support and systems integration experience
- 3+ years of team management in multi-national environment
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IT Project Manager / Service Delivery Resume Examples & Samples
- Initiate and Plan IT Projects: Works with business and IT management to establish project goals, objectives and deliverables
- Project Control: Assess the degree to which changes to scope, issues and risks will affect projects working with department, management and sponsor to gain agreement for resolutions. Measure performance to assure the project is progressing as compared to original plan and budget
- Executing and Closing projects: Develops and executes a work plan obtaining authorized resources to ensure all activities are performed. Gather lessons learned and obtain final project approval from sponsor and stakeholders
- Project Communication: Communicate project progress by producing project reports to provide timely and accurate project status and decision support information to Project Team and department manager
- Resource and Team Management: Coordinate resources to ensure project needs are addressed and effectively assign tasks and deliverables to team members based upon their abilities
- Quality Management: Responsible for compliance with applicable corporate and divisional policies and procedures
- Decisions: Make decisions that impact project level activities. Influence project level budget
- Acts as a liaison between organizations. Builds open and honest relationships. Follows through on commitments
- Responsible for the coordination of all technical resources required to accomplish tasks
- Bachelor’s degree in Business, Computer Science, related discipline or equivalent experience
- At least 3 years’ experience in project management, technical project management or business systems analysis
- Must have a good understanding of global network architecture and the ability to lead/guide infrastructure engineers toward a comprehensive design that meets the business needs
- Must have experience working with 3rd party contractors and managed service providers in the United States as well as internationally
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Qr-manager Service Delivery Operations Resume Examples & Samples
- Expert- minimum 7 years of job-related experience required
- Minimum 5 years experience in flight catering operations as manager
- Strong MS office skills in Word, Excel, Power Point
- Managerial Skills- Ability to delegate work, set clear direction and manage workflow. Strong monitoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members
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Service Manager / Service Delivery Manager Resume Examples & Samples
- Collaborate with vendor partners, application developers and hosting teams on project initiatives including administration, monitoring and reporting automation, performance and availability optimization and capacity management
- Provide consulting assistance including Disaster Recovery test planning, component software upgrades and improving operational maturity to improve stability and efficiency
- Provide feedback for new functionality, OS releases and product enhancements to support our service strategy and roadmap
- Develop and implement policies and procedures to ensure consistent storage and backup provisioning, uptime, regulatory compliance and data protection
- Liase with vendor partners on projects to manage their service delivery, quality and efficiency
- Being a trusted advisor and communicator to our customers on changes to the services provided
- Provide consulting assistance and leadership for critical incidents where required
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Project Manager Service Delivery Resume Examples & Samples
- Prepare reports, analyze data, and make
- Provide subject matter expertise in areas including
- 3+ years related experience
- Bachelor’s degree in business, engineering, or
- People leadership and management skills, including
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Manager Service Delivery Resume Examples & Samples
- Manages the Platform area on the Bath Iron Works account to ensure that business solutions and objectives are met
- Works with functional areas or departments to interpret and plan projects or workload forecasts. Develops the resource forecasts for the platform group, works with PMs on resource assignments, forecasting and reporting status, is the escalation point for everything platform related
- Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewardsemployees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines
- Prepares and recommends operating and personnel budgets for approval. Monitors spending for adherence to budget, recommends explanations for variances as necessary. Performs Cost Center Manager role for the BIW GIS account, recommending and monitoring baseline budget expenditures, evaluating and recommending software and hardware maintenance contract renewals
- Participates in the account Incident Response Team, participates in on call duty manager responsibilities, participates in the Architecture Review Board, backs up the Delivery Executive when required at meetings
- Must be US Citizen due to US Government regulations
- Good skills in managing to contracts and budgets
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Senior Manager, Service Delivery Management Resume Examples & Samples
- SBU
- Develops budget estimates and manages project/contract to meet revenue and cost projections
- Establishes operational objectives and work plans, and delegates assignments to subordinate managers
- Responsible for achieving measurable results on time and on budget
- Partners with client’s team during budget development and problem resolution
- Maintains and enhances existing client relationships and ensures customer satisfaction
- Provides regular updates to senior management regarding client issues, budgets, etc
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Manager Service Delivery Nbcn Resume Examples & Samples
- Solid understanding of brokerage industry and discretionary investment management industry
- Management experience in the industry ( minimum 3 years) or in a leadership role
- Strong interpersonal, customer service, and communication skills including the ability to maintain a high level of professionalism, as well as manage expectations and deliver on SLAs, internally and externally
- Proven organizational and time management skills
- Knowledge of NBFG products, services and systems an asset
- Proven ability to initiate, facilitate and present new products and services
- Thorough knowledge of IBM brokerage services
- University or post graduate degree
- CSC, CPH an asset
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Manager, Service Delivery Operations Resume Examples & Samples
- May perform one or more of the following
- Support the fulfilment of the company vision for prompt and professional client services through motivation and leadership
- Oversee the day-to-day implementation and operational aspects of the client relationship
- Develop strategy needed to achieve agreed upon service levels
- Manage the setup and delivery of services
- Manage the requirements definition process and ensure that system specifications accurately reflect client requirements
- Build effective liaisons to manage the transition from implementation to ongoing client delivery
- Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery
- Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities
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Manager, Service Delivery Resume Examples & Samples
- Supervises and coordinates the day-to-day activities of delivery staff in an assigned region. Develops work schedules and monitors work flow to achieve established goals & objectives
- Responsible for recruiting, hiring, and onboarding new employees
- Monitors employees' performance and provides ongoing feedback to the individual. Aids in each individuals development by enabling employees to participate one-on-on, on-the-job, classroom, and computer-based trainings
- Interacts with team on a regular basis. Acts as the primary conduit for organizational and corporate communication. Ensures team is aware of ongoing initiatives or upcoming changes
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Manager, Service Delivery Resume Examples & Samples
- Clearly demonstrating the value of Cornerstone Consulting Services to diverse audiences, both in person and virtually
- Author scope of work (SOW) documents
- Overall Project framing and Project Management Office responsibilities
- Project plan development, tracking, and management
- Completion of related implementation deliverables
- Define customer business requirements and prepare gap analysis
- Functional and technical analysis
- Design configuration documents and lead full or in portion the design effort for implementation projects
- Work directly with customer personnel and Cornerstone professional services team to define and specify application requirements
- Strategic Implementation Workshops (i.e. Talent Management Best-Practices, Change Management Framework, Governance Models)
- Issue and budget management support
- Quality Assurance Support sales, alliances and account management in the client acquisition process and in incremental sales from a services perspective
- Gather business and technical requirements, customise and develop presentations and discussions, to successfully highlight how and why Cornerstone’s Services will make our clients successful
- Assist training of clients in the areas of solutions, implementation, customer care, education services, release management
- Provide on-going coaching and support for clients
- Manage client escalations serve as a senior point of contact for clients with critical escalations
- Overall Project framing, tracking, and reporting of forecasts and actuals
- Track and report key metrics (including project status, utilisation, client satisfaction, etc.) using a balanced scorecard to management as required
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Principal Manager Service Delivery North & West Resume Examples & Samples
- Negotiate, develop and implement robust service contracts to ensure that contracts provide value for money, comply with appropriate policies, procedures and practices for efficient and effective contract management
- Manage the service contract and negotiate contractual arrangements with operators to ensure the provision of cost effective and efficient services to the customer
- Ensure effective and efficient management of funding arrangements and contract payments models
- Knowledge and practical experience in the application of commercial and contract law and public sector statutory requirements, including ethical and equitable considerations
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Manager, Service Delivery Resume Examples & Samples
- Works with own management team to coordinate the day to day activity and direction of staff within a particular client. Monitors job performance through direct observation and provides necessary coaching, counseling and motivation to maximize employee contribution and organizational performance
- Responsible for establishing team goals and ensuring goals are met. Responsible for achieving assigned metrics for the organization (i.e. CSAT, utilization, SLA’s)
- Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed to grow the organization. Ensure IDPs are updated on a regular basis and provide opportunities for on-the-job, computer-based, or classroom training. Responsible for hiring and developing new employees. Work to hire a diverse workforce
- Ability to successfully handle multiple, complex projects / engagements simultaneously. Proven experience at developing and maintain relationships with other EMC organizations, customers, clients, and executives
- Oversee operations at client sites and work with Project Management and Tower Leads to develop implementation and operational plans. Ensures adequate level of resources in place to meet contractual needs. Oversee chargeability of all delivery resources within service area
- Liaise with Virtustream Sales and Delivery leadership to define and scope new services to be brought into the business. Partners with Account Leadership to set and execute on strategic direction for the business
- Ability to lead, motivate and direct a workgroup, including managers
- Ability to influence others to achieve results
- Ability to manage in a matrix environment
- Goal Oriented
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Manager, Service Delivery Resume Examples & Samples
- Bachelor’s or master's degree in computer science, information systems, business administration or related field, or equivalent work experience
- Minimum of ten (10) years of IT / business experience
- Minimum of five (5) years of management experience
- Minimum of five (5) years of leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders
- Extensive ITIL knowledge and experience
- Extensive experience in managing infrastructure and IT operations with a focus on end user computing technologies
- Ability to translate business needs into requirements
- Knowledge and experience with financial models and budgeting
- Strong leadership capability, executing as appropriate in the areas of responsibility
- Expert knowledge of current and emerging technologies, technology directions and strategic application to business needs
- Advanced knowledge of business operations and processes
- Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment
- Ability to improve operational efficiency and service delivery effectiveness across all lines of business and technology platforms
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others
- Customer focus, leadership and collaboration
- Strategic thinking, information seeking
- Initiative, innovation, thoroughness and collaboration
- Influencing others, results orientation
- Stakeholder partnership, change advocate
- Cross Cultural Agility
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Senior Manager Service Delivery RTR Resume Examples & Samples
- Manage a team of about ~30 RTR professionals (including 2-3 Team Leads) serving global markets for Diageo
- To ensure that the RTR FA/Journal TL is effectively & efficiently managing reporting processes (including P&L, BS & CF) and ensuring control agenda (SOX compliance) as well
- To ensure that the RTR Treasury TL maintains the accounts of all Treasury companies from the Africa markets
- To ensure that Banking TL smoothly operates the in-house bank processes as per the relevant KPI measures by maintaining the right balance between in-market requirements and group cash priorities
- To ensure that GDBS led financial controlling processes (including but not limited to) Overhead, A&P, COGs controlling processes are working effectively & efficiently and ensuring control agenda (SOX compliance) as well
- To ensure that intercompany processes are delivered to all financial functions
- The role holder is the owner of RTR Process efficiency agenda across all markets served by DBSI. The role holder is expected to lead RTR Process compliance both internally, with Diageo stakeholders, and externally, by ensuring our suppliers and business partners are fully aligned to the approved Diageo RTR process standards
- To support and work with the DBSI management team to deliver on the deliverables in the business case (process excellence, lower cost, efficient service) from a RTR stand point
- Manage people for success-creating focus and clarity, on-going communication to provide context, knowing individuals in the team, coaching and supporting the team’s development, and leading a mind-set of continuous process improvement
- Consistently Deliver Great Performance-Identify clear priorities and focus on them at all times. Demonstrate rigour and brilliant execution. Understand the controls and governance required to guarantee Diageo’s performance and reputation
- Create Possibilities -Liaise with Global RTR Governance network for best /leading practice opportunities in order to deliver efficiencies in the markets served
- Be authentic - build great relationships with key stakeholders across all markets served and global RTR networks as a means of championing RTR compliance-to ensure CARM & statutory requirements in RTR cycle are met
- Bring Diageo Purpose to Life- develop the habit of sharing and celebrating success in the team as well as enabling others to connect to the Diageo purpose personally
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Manager, Service Delivery Resume Examples & Samples
- Oversee the Storage and Storage Software Discipline for the West, Technical Delivery Division
- Coordinates the day to day activity and direction of staff within a specific discipline. Monitors job performance through direct observation and provides necessary coaching, counseling and motivation to maximize employee contribution and organizational performance
- Responsible for establishing team goals and ensuring goals are met. Responsible for achieving assigned metrics for the organization (i.e. revenue, bookings, hours, margin etc.)
- Ability to successfully handle multiple, complex projects / engagements simultaneously. Proven experience at developing and maintaining relationships with other EMC organizations, customers, clients, and executives
- Oversee engagements at client sites and work with Project Management to develop implementation plans. Ensures adequate level of resources in place to meet project needs and profitability targets. Oversee chargeability of all delivery resources within a defined geography or service area
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Project Manager, Service Delivery Resume Examples & Samples
- As project manager, manage infrastructure security deployment projects involving security solutions such as firewalls, intrusion prevention/detection systems, VPN, authentication, content filtering, anti-virus, patch management, data loss prevention, SIEM, etc
- To ensure the project tasks are monitor, track and complete on time and negotiate with the customer if there is any delay or/and gaps
- Manage internal project team members and external vendor or/and partners
- Responsible for the project P&L and ensure the cost is within the budgeted cost
- Preferably a degree in IT equivalent qualifications with at least 3 years' experience in a project manager position in the SI industry
- Experience as a technical lead in migration projects, which involve security, LAN/WAN and servers
- Knowledge or experience in firewall, IPS, IDS, VPN, authentication, anti-virus, content filtering, patch management, cloud security, web & database security, data loss prevention & SIEM is a plus point
- Knowledge or experience in LAN internetworking, including hubs, switches, load-sharing equipment and bandwidth optimizers is a plus point
- Knowledge or experience in OS-hardening, UNIX and Window platforms is a plus point
- PMP certification is required
- CISSP certification is preferred
- Excellent interpersonal, presentation, writing and communication skill
- Highly motivated and willing to learn new technologies and able to work under pressure
- Experience in implementing large networks
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Finance Manager Service Delivery Resume Examples & Samples
- Serve as a direct interface to Business Unit FP&A and work on developing the products
- Work with Business Unit FP&A to identify, prioritize inbound requests and performs the work with Center of Excellence multi-disciplines
- Accountable for working with each Center of Excellence discipline to make key Center of Excellence decisions and recommendations to ensure quality and delivery of all financial planning, reporting, analysis & documentation for their designated discipline: Planning & Forecasting, Reporting & Analysis
- Serve as a Subject Matter Expert of a Center of Excellence discipline to provide guidance and recommendations on the optimal delivery of standard and ad-hoc business requests
- Act as a functional expert in providing guidance and mentorship to Center of Excellence resources for completing tasks, projects, and general professional development
- Design, develop, and execute methods and that feed improvement to the processes that pertain to the Center of Excellence
- Direct special projects, ad-hoc analysis, and report and plan template solutions in coordination with Business Unit FP&A and Center of Excellence team
- Assess the impact of strategic financial decisions for Business Unit FP&A
- Provide ad-hoc, one-off and non-routine requests engaging the Business Unit FP&A and the Center of Excellence team
- Present and communicate to all levels of the business
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Manager Service Delivery Resume Examples & Samples
- Lead the Service Delivery team to provide services that align with the overall business strategy
- Effectively manage performance and resources in a manner that meets requirements and optimises outcomes (includes monitoring budget, staff/contract performance, staff development, asset management, internal and external reporting)
- Review service/program performance and identify and pursue improvement opportunities, to ensure that solutions and services provided continue to meet the needs of stakeholders, are cost effective and sustainable, appropriately recognise and address risks, are compliant and aligned with directions/objectives
- Provide oversight of the business services, information services, organisational reporting and organisational capability functions including leadership and direction of project initiatives and priorities to ensure alignment with strategic business requirements
- Facilitate consultation, performance feedback and collaboration with the Commission’s members, executive, service partners and other key stakeholders to enhance service quality, accessibility and responsiveness
- Maintain and manage strategic relationships with external service providers and ensure provision of services in alignment with Service Level Agreements/Service Partnership Agreements (SLAs/ SPAs)
- Maintain and improve systems and processes, to enable robust monitoring and reporting on relevant activities and progress against strategy, objectives and targets
- Identify emerging issues, risks and opportunities and provide timely, relevant information and advice to senior management and others, to facilitate informed decision making
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Manager, Service Delivery Resume Examples & Samples
- Strong Understanding of Global Command Center, L1 Support Model and the Work Flow between L1 to L2
- Minimum 3+ years people management experience mandatory for this role
- Ability to lead, motivate and direct a workgroup
- Presentation skills Strong verbal and information gathering skills
- Strong communication and stakeholder management skills o
- Good team management and client management skills
- Complete Understanding of Remote Infrastructure Management Business
- Strong Process Governance and Process Improvement Knowledge
- Lead end to end L1 and Global Command Center accounts for IMS Bangalore COE with overall Span of 20+ People
- Provide leadership to the organization in the areas of services strategy and offerings, as well as business performance and execution
- Delivery management- Accountable for the L1 and GCC deliverables, ensuring SLAs, schedule, quality and customer satisfaction
- Ability to successfully handle multiple, complex engagements simultaneously. Proven experience at developing and maintain relationships with other EMC organizations, customers, clients, and executives
- Has demonstrated ability to lead based on experience, industry / organizational knowledge, passion, and competence
- Drives utilization, increased revenue, and the delivery of billable engagements for L1/GCC services
- Ensure operational excellence by utilization, cost optimization, automation etc
- Responsible to drive productivity of L1 function
- People management - Talent retention, career development
- Promotes the development of strong, cooperative relationships between L1& L2and domestic stakeholders
- Builds and maintains successful relationships with internal and external stakeholders
- Provides direction to staff and Monitors job performance through direct observation and provides necessary coaching, counseling and motivation to maximize employee contribution and organizational performance
- Responsible for establishing team goals and ensuring goals are met. Responsible for achieving assigned metrics for the organization
- Responsible for hiring and developing new employees. Work to hire a diverse workforce
- Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed to grow the organization
- Lead initiatives at BU and Org Level
- Ability to prioritize tasks, manage multiple priorities and tight deadlines
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Senior Manager, Service Delivery Resume Examples & Samples
- Primary interface for all client contact related to the services contract
- Primary P&L accountability for the performance of the service contract
- Managing the storage administration team that handles the day to day operational assignments of the storage infrastructure for which Virtustream is responsible
- Enforcing compliance with established policies, practices, and processes defined by Virtustream for managing storage
- Analyzing and reporting actual to contracted SLA performance levels
- EMC Proven Professional Certification desired
- Experience with delivery services and transitional services
- Interface with Executive Sponsors and run Program Meetings
- Ability to prioritize projects and deliverables
