Senior Service Delivery Manager Resume Samples

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B Goodwin

Bart

Goodwin

194 Wade Courts

Boston

+1 (555) 822 1852

194 Wade Courts

Boston

Phone

p +1 (555) 822 1852

Experience Experience

Detroit, MI

Senior Service Delivery Manager

Detroit, MI

Gerlach, Kutch and Bahringer

Detroit, MI

Senior Service Delivery Manager

Leidos is a global leader in the integration and application of information, technology and systems working to solve the world’s toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company’s 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Provides direct management and guidance to the field operations organisation and external service desk providers to ensure the committed service levels are delivered to the end users
Works in close conjunction with a company's matrix partners to determine the best ways to present a topic, business report, etc. He or she will identify strengths and develop the most effective ways of presenting/marketing the topic to its designated audience
Investigate and report all breaches of OLA’s and Service Management Processes and manage the proposal and implementation of solutions to prevent future occurrences
Developing and maintaining relationships with senior levels of client management; facilitating resolution of customer concerns
Interface with senior managers in the organisation to provide financial and service level updates

Los Angeles, CA

Senior Service Delivery Manager to Nnit

Los Angeles, CA

Lang Group

Los Angeles, CA

Senior Service Delivery Manager to Nnit

Ensure contract compliance and SLA performance as well as profit performance and forecasting
Ensure improvements by customer focused service and deliveries
Lead in the development of client engagements and onboarding of new clients
Handle relations as the customer's point of contact on a managerial level
Manage the expansion of the cooperation and business with the customer
Report, ensure invoicing and follow up on finances
Maintain a high satisfaction level from both the customer and internally in the customer team

present

Dallas, TX

Senior Service Delivery Manager Managing Our Key Clients

Dallas, TX

Blick LLC

present

Dallas, TX

Senior Service Delivery Manager Managing Our Key Clients

present

Contributes to install base growth by identifying new business and upgrade opportunities
A passion and strength for building robust relationships with a range of stakeholders
An innovative approach to problem solving
Develops service delivery procedures to ensure efficient and effective running of the service
Confidently liaises between departments to resolve status, production, delivery and billing inquiries
Commercial and business acumen
Analyses operational processes, escalation procedures and performs assessments to identify opportunities for service delivery improvements and value add to the customer/clients

Education Education

Bachelor’s Degree in Risk From Conception Through Deployment

Johnson & Wales University

Bachelor’s Degree in Risk From Conception Through Deployment

Skills Skills

Ability to demonstrate good judgment and professionalism on large, cross-functional projects with short deadlines
Ability to think and act quickly to changing regulatory demands with compressed timelines
Demonstrable knowledge and understanding of complex support systems and processes
Strong analysis ability and problem solving skills
Should be proficient in Business Analysis, Business Knowledge
Self-starter with the ability to adapt quickly in a face-paced environment
Good working knowledge and understanding of ITIL processes
Should be proficient in Business Knowledge, Technical Solution Design and Change Management
Highly advanced skills in PowerPoint,, working with templates and having the ability to create complex charts and graphs
Able to translate feedback into a deliverable

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Senior Service Delivery Manager Managing Our Key Clients Resume Examples & Samples

Key Accountabilities*
Confidently liaises between departments to resolve status, production, delivery and billing inquiries
Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved. Uses skills as an experienced professional with a comprehensive understanding of industry best practices and company policies and procedures. * *
Comprehensive understanding and experience of industry best practices and how to apply them to company policies and procedures and customer requirements.The ability to communicate technical information and complex technical issues to a variety of stakeholders
Excellent networking skills, with a proven ability to navigate organizations and build strong relationships with C level leaders
Highest level of communication, organization, problem solving, and time management skills
Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans
Experience of having difficult conversations effectively
Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT
Highest level business acumen
Ability to understand and apply RAX customer support model and demonstrate value to customers
Solid understanding of industry standard Project Management methodologies

Senior Service Delivery Manager Resume Examples & Samples

Interface with senior managers in the organisation to provide financial and service level updates
Provides direct management and guidance to the field operations organisation and external service desk providers to ensure the committed service levels are delivered to the end users
Manage both the internal and external service desk and operations services
Ensure robust and reliable service delivery process, consistency across the full perimeter, alignment with the wider Information Technology (IT) organisation
Develop processes and procedures to control, Identify, implement, and maintain delivery of service to meet business needs and user expectations

VP, Senior Service Delivery Manager Resume Examples & Samples

WMB Payments release level objectives and agreement of program priorities
Estimates at project initiation / change requests and development and management of end-to-end technology delivery plans
Aligned to predefined scope, budget and schedule. delivery of project artifacts against agreed timeframes, including and not limited to

Senior Service Delivery Manager Resume Examples & Samples

Accountable for performance of the Service Delivery team(s) in meeting all operational metrics for HR Admin and Payroll functions – accuracy, timeliness, customer and HR partner satisfaction and net promoter score (NPS)
Accountable for achieving three key priorities: 1) Financials, 2) Controls and 3) Customer & HR partner satisfaction
Responsible for delivery of HRSS scope of services including oversight of all payroll and HR administration functions to ensure compliance with established financial, legal and administrative requirements
Essential management backup to all critical and regulatory functions including payroll
Responsible for ensuring appropriate controls are in place and processes and product information are maintained in an audit ready state at all times to meet compliance and corporate governance standards
Verify and ensure accurate account balances in compliance with related policies, practices and/or regulations
Investigate discrepancies and incidents for the purpose of ensuring accuracy and adherence to procedures
Ensure prompt maintenance of financial records at all times including ad hoc reporting requirements of Finance and business
Accountable for Payroll and other vendor management, identifying and resolving issues, holding regular meetings in a timely manner and ensuring all compliance requirements are met
Responsible for managing Senior Business Management, CHRO, HRPS Hub and Finance stakeholder relationships and expectations
Conduct monthly CHRO / HRPS Hub management and HRSS Services Review meetings and regular meetings with HR
Communicate and manage team performance expectations, reinforcing goals, providing coaching and feedback on performance to HRSS regional standards
Lead team in daily huddles, discuss and continuously improving on key operational metrics
Accountable for maintaining resourcing levels, quickly filling vacancies and multi skilling team members to eliminate single person dependencies and risks associated with a multi-function small team
Proactively identifies and resolves issues using the global incident reporting process with appropriate escalation to the EMEA Head of Service Delivery and communicating with stakeholders until closure
Provides appropriate recognition and rewards to team members and partners throughout the year
Proactively leads team to identify and implement continuous improvement initiatives to improve accuracy, and strengthen controls to achieve annual productivity goals
Drives regular review of Knowledge Library content to ensure it is always up to date and is used by team members as the single source of information for customer and HR partner inquiries
Accountable for leading the team to regularly monitor customer and HR partner satisfaction / NPS feedback and Business Performance Metrics and take actions to improve the customer and partner experience
Actively participates in daily operational calls/meetings and leadership team meetings
Research and analyse business requirements to develop logical solutions and establish best practice procedures
Accountable for change management activities
Performs other related functions that may be assigned from time to time, or as deemed necessary by the business
Manage projects in compliance with Global Project Management methodology to ensure project go-live within agreed scope, time and budget
Conduct due diligence, prepare gap analysis and coordinate the change management efforts through planning and coordinating trainings and stakeholder communication
Manage stakeholders efficiently during the whole project; critical tasks include kick-off meeting, regular status reporting, presentation of analysis and risk/issue management
Work closely with the Operations teams to identify process improvement opportunities and continuously promote lean and reengineering culture within the organization
Develop required project documentation and ensure legal and compliance clearances are in place
Degree or postgraduate degree qualification. HR or Accounting/Payroll degree qualifications preferred
Experience working in an HR operational / Payroll / Shared Services environment preferred (5 years + preferred)
Advanced knowledge of HR and payroll systems (including PeopleSoft v9.1 and ADP Pay force) preferred
Experience in a supervisory and people management role
Demonstrated excellence in team leadership and customer centric operational management
Excellent English communication skills including written, verbal interpersonal and presentation skills
Demonstrated success in identifying and resolving issues, with appropriate escalation
Proven change management and project management experience
MS Office Suite skills (Word, Advanced Excel, PowerPoint, Outlook)
Demonstrated multi-tasking ability, effective time management, documentation and organizational skills
Ability to work in a fast paced environment, under pressure with constant payroll deadlines and 100% accuracy of payroll
Ability to plan and manage own time
Ability to handle high volume of work and lead and adapt to change
Ability to rapidly learn technical and business techniques and knowledge

Senior Service Delivery Manager Resume Examples & Samples

Proven experience of Service Delivery best practices (including ITIL)
An innovative approach to problem solving
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers, as well as strategic planning 6 months, 1 year and 2 years in advance
Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining, developing a customer contact strategy and growth plans
Analyses operational processes, escalation procedures and performs assessments to identify opportunities for service delivery improvements and value add to the customer/clients
Develops service delivery procedures to ensure efficient and effective running of the service
Able to resolve issues in innovative and practical ways
Reviews and negotiates credit claims
Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved. Uses skills as an experienced professional with a comprehensive understanding of industry best practices and company policies and procedures
Aptitude for resolving a variety of issues efficiently and effectively – with the authority to create solutions and the desire to take on responsibility
Excellent ability to prioritise a highly varied work load
Strong Experience in the IT industry with a good understanding of Internet Technologies
Demonstrates leadership skills and qualities
Due to 24x7x365 operation, must be willing to be available for out-of-hours work

Senior Service Delivery Manager Resume Examples & Samples

Bachelor’s degree or equivalent work experience in business management, operations management, finance, supply chain management
Minimum 7 years of work related experience in the support or publishing industry or multi-vendor account management
Direct Experience within a support or publishing team management, managing staffing, scheduling of a small to mid-size support operation
Management skills required - preferably within a contact center, including ability to work within a budget and direct multiple programs
Customer focus and proven results of improving the consumer experience delivered by a team or teams of external content professionals or customer service representatives
Experience in building a budget, managing costs to a budget and analyzing financial performance
Strong performance management skills in managing external partners: (setting clear goals, performance measurement, etc.)
Demonstrated ability to identify problems, determine root cause, collect data from various sources, determine solution which accounts for all business needs and drive implementation within tight timelines
Clear communication skills, both written and verbal are a must
Ability to work without supervision
Advanced proficiency with all Microsoft Office products (Word, Excel, Outlook & PowerPoint)
Will require light to moderate travel
Strong written, oral, and presentation skills
Effective negotiation skills
Manage numerous ad hoc requests each day, including tool issues, policy clarifications, etc
Drive excellence by performing detailed analysis of contact types and customer satisfaction and determining actions to increase performance
Review performance data for the purposes of identifying process improvement opportunities
Deliver capacity planning by determining the resources needs required to deliver service including agents, telephony, and technology
Drive improvements through analysis by mining, compiling, and analyzing business data to determine whether operational objectives are being met, (e.g., report development and generation, metrics reporting daily/weekly/monthly, monthly ops/metrics reviews, internal business reviews, and CSAT
Previous experience working with clients and/or vendors is preferred
Experience with project life cycles and proven accomplishment as a driver in this arena
COPC experience/knowledge preferred
Familiarity with Six Sigma preferred
Project Management experience preferred
Vendor management experience strongly preferred
Ability to multi-task, deal effectively with ambiguity, and self-prioritize under pressure
Strong problem solving ability and ability to utilize experience to improve processes
High attention to detail and ability to work within stringent deadlines
Collaborating with business and IT partners to find alternatives and solutions to business challenges
Able to work across cultures effectively, valuing diversity within virtual team. Working knowledge of international business practices
Proficient in the use of IT work management tools like VSTF and VSO

Senior Service Delivery Manager Resume Examples & Samples

Monitor and assess inherent and residual risk within technology, process, estate, and financial functions
Proactively engage with incident and project teams to create proper sense of urgency and drive initiatives to closure per agreed upon timelines
Develop KPI scorecards for monthly review and diligent action item follow up
Exceptional leadership skills. Able to deliver a direct message to an internal team, vendors, client team, or peer organization that may generate passionate feedback. Done correctly, all parties emerge from the discussion with a higher degree of respect and a significantly stronger relationship
Broad horizontal technical expertise (able to understand and communicate the E2E delivery of the service: desktop à telephony à network à presentation à biz logic – orchestration à DB àbackend data store) and vertical technical depth in 1-2 areas. Would like the person to have been an SA, Architect, DBA, Developer, Network Admin, etc., somewhere in a prior life

Senior Service Delivery Manager Resume Examples & Samples

Working closely with the Sales and Operations teams on solutions
Establishing and maintaining an effective system of communication throughout the organization
Identifying and determining clients' business requirements, needs, and objectives, and coordinating demonstrations that show how Singtel’s Cloud solution can best meet their requirements
Developing and maintaining relationships with senior levels of client management; facilitating resolution of customer concerns
Driving BAU services successfully via metrics based management (meeting SLAs, KPIs, Contract Deliverables, etc)
Participating in developing a strategic vision for the client; which the aim of cross sell and upsell
Delivering target revenue on key accounts
Dispensing advice, guidance, direction, and authorization to carry out major plans and procedures, consistent with established policies, within clients
Monitoring, tracking and managing financial indicators
Reviewing client specific operating results, comparing them to established objectives, and taking steps to ensure that appropriate measures are taken to correct unsatisfactory results
Ability to develop and maintain relationships with clients and stakeholders
Project/Program Leadership
Ability to lead matrix organizations

Senior Service Delivery Manager Resume Examples & Samples

Facilitation and Engagement Skills
Business Case development
Strong Relationship Management Skills
Strong Domain experience
Practical experience in delivery of cross product data
MIS / Data Analytics
Experience in regional regulatory reporting
Regulatory engagement

NA Senior Service Delivery Manager Resume Examples & Samples

Strong business analytics and leadership skills
Detailed reporting and metrics preparation
Operations process standardization
COPC Certified Coordinator

Senior Service Delivery Manager Resume Examples & Samples

Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security
Establish, document and provide new customer training for end-to-end customer support process
Daily service delivery management functions, including
Coordination of supporting ACI third party and customer teams as needed for problem resolution, ongoing maintenance and projects
Escalation of Salesforce cases and other issues as needed to ensure SLAs are met and customer needs are appropriately prioritized
Ensure slotting of needed implementations is in accord with AOD procedure and calendar
Drive, facilitate and attend all major issue resolution calls, and support/attend strategic sales calls or executive reviews concerning designated customers as needed
Management and oversight of CSM process from pricing request through Demand Management, HLE and delivery of pricing to customer, to ensuring proper project management of the CSM work and delivery
Working with DR and BC teams, ensure compliance with DR service commitments, related to DR test and ongoing maintenance
Coordinate customer related operating/service initiatives, including
Manage and perform day-to-day administration and monitoring tasks associated with customer contracts
Maintain accuracy of customer data in Salesforce required to support audit functions (FFIEC info, etc.)
Interaction with ACI Sales and Executive team as needed to support customer
Support ad hoc prospect sales request for RFP information, customer reference information, etc

Senior Service Delivery Manager Resume Examples & Samples

Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds operations deliverables
Provide leadership and coaching of vendor management and employees. Includes closely monitoring center and employee performance management, identifying issues and working with vendor on solutions
Assume region-wide responsibility for key initiatives and/or activities
Engage with and influence decision making with key shared services stakeholders on the Reporting, WFM and Tools teams to drive/improve Service Delivery offering
Participate in and provide feedback during Annual strategy/budget discussion
Create innovative plans with vendors to drive and achieve cost per ticket/quality targets through the integrated model
Identify, analyze, develop and recommend plans for increased vendor productivity
Effectively communicate the Expedia Inc. vision of the Business to our vendor
Constantly monitor and provide feedback on local issues (political, economic, social, natural disaster) that could impact the outsourcers operation and coordinates with Service Delivery Leadership
Lead strategic planning efforts to integrate vendor initiatives with overall business plan
Partner closely and collaborate with the other GMs and Service Delivery Managers to ensure a consistent customer experience and the sharing of best practices
Execute on key initiatives as agreed with Complex Air Service Delivery leadership team
5-9 years of Operations management experience in dynamic customer care environment
4+ yr of vendor mgmt experience
Must have local understanding of country labor laws and local nuances needed to support excellent contact center performance
Ability to effectively manage and motivate teams individually and through others
Outstanding communication, presentation and collaboration skills
Proficiency in Excel, PowerPoint, Word and Outlook

Senior Service Delivery Manager Resume Examples & Samples

Ensure adherence to Service Management Processes by the Operations Team. Commercial
Understand and underpin the implementation of IT Service Strategies supporting Customer environments
Ensure OLA’s and SLA’s and any third party supplier agreements are in alignments with and capable of delivering services within contracted time-frames
Act as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes
Actively participate and manage the service delivery meetings with internal customers and also with IT teams
Prepare monthly Availability Management Reports for Customers and Management, highlighting any service exceptions
Exhibiting professionalism and diplomacy
BS in Computer Science, Information Technology, or related field or equivalent experience preferred

Senior Service Delivery Manager Resume Examples & Samples

Ensure supplier/vendor, internal partner and/or similar agreements are being met to satisfy the support service requirements. (Internal OLAs, External SLAs)
Define and manage the service onboarding requirements for changes in service levels, technology or overall function
Create and lead outstanding supplier/vendor relationships with our outsourced partners, as well as internal and cross group stakeholders, customers, and teams
Manage service improvement initiatives and activities to ensure optimal service execution; this includes development of actionable and strategic plans, leading virtual teams to drive execution of initiatives and effectively managing outsource vendor relationships
Represents the entire Service Desk, Service Operations and Incident Management service model end-to-end when interacting with vendors, stakeholders and customers
Drive service forecasting and actuals for resource, demand, and project management as needed
Define SLA/OLA standards and drive negotiations to meet customer requirements along with continuous planning, negotiation and refinement
Lead overall OLA’s between teams in support of customer-facing SLA and align with overall execution of incident management service offerings
Manage multiple complex processes and projects simultaneously through effective collaboration
Partner within internal stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback balanced against business priorities
Create and drive year over year service roadmap based on customer and partner needs
Identify and resolve gaps in supplier/vendor and/or partner approach to delivering the service, which could result in increased performance, reliability, and/or other aspects of service offerings
Drive problem resolution with external and internal partners as needed; provide relationship support to problem management function
5+ years experience technical background in systems, networking, and IT infrastructure
This position will require updates to Directors, Sr. Directors and GMs so candidate must be comfortable and have the self-awareness to effectively present to senior leaders
Works under broad direction
Full accountability for service and contracts/agreements required for execution
Receives assignments in the form of objectives
Work is often self-initiated
A positive, service-oriented attitude
Strong leadership experience focused on IT service delivery

Senior Service Delivery Manager Resume Examples & Samples

We will ask you to build strong, lasting client relationships and make client satisfaction your number one goal
It will fall on you to provide information and advice on how best to approach the client to the pre-sales team, in order for them to convert a sale
Able to lead, motivate and organise teams in order to create effective teamwork
Able to analyse data and formulate effective strategies to increase performance - a person with problem-solving capabilities
Able to identify opportunities to up sell our services, as well as spot new client business opportunities

Senior Service Delivery Manager Resume Examples & Samples

Accountable for monitoring and maintaining the delivery of services by Facility Management suppliers at a site level according to agreed standards
Lead the area or number of sites with responsibility for Service Delivery Managers working with the FM supplier, Subject Matter Experts and other Business Partners
To develop, agree and implement a facilities and real estate strategy for the area working with the supplier and Business Partners that creates an environment where Syngenta employees can contribute to their highest potential, delivering innovative contributions to the business in safe, efficient and most effective ways
Work with suppliers in a business partner relationship to continuously identify improvements to the service provided and areas where further savings could be made
Comprehensive working knowledge of contracts management
Good knowledge of Health & Safety requirements (a recognized HSE qualification would be desirable) and how they can best be implemented
Experience of working in Site Services function and at least 3-5 years in Facility Management
Experience of managing 3rd party suppliers, including contract management and the operation of SLAs and KPIs
Ability to manage a team and stakeholders

Senior Service Delivery Manager Resume Examples & Samples

Provide analysis of the current and future SAP environments to identify potential risks on the SAP architectural designs and recommend optimal solutions for improvements
Collect and review the ERP application scope and convert the scope into a technical roadmap and requirements for SAP Landscape
Champion the implementation of SAP Best Practices and recommendations
Analyze SAP and vendor proposed roadmaps along with market technology growth to determine potential impact to support our global strategy
Design the implementation and document of SAP Basis Architecture based on the business requirements and IT strategies
Work closely with other departments related to disaster recovery, security, data, infrastructure, business support, application and digital architecture
Manage Solution Manager Implementation
Influences policies and standards for Service Design and Service Transition to ensure effective and appropriate operability requirements are included in Solution Delivery
Works with National Grid and partner organizations to ensure operability requirements are specified, designed, developed and implemented to enable ensure reliable services
Contribute to policy making including strategic planning, hardware and software procurement, capacity planning
Provides technical input, plans and direct activities of assigned employees including 24/7 support including holidays
Acts as a point of contact between National Grid and ecosystem partners, ensuring that National Grid deals with partners within the terms and conditions of the contract, and that all communications between partners and National Grid take place effectively, efficiently and in a timely manner
Functional/Technical expertise with a full lifecycle SAP Implementations and 10+ years of industry and/or consulting experience
At least 10+ years of SAP experience implementing SAP Technical Architect with experience in supporting S/4 HANA and Cloud
In depth knowledge of SAP Basis and with extensive experience with ECC, Portal, Solution Manager, PI, ABAP/Java systems
Strong working knowledge of SAN, OS, Network, Disaster Recovery and High Availability
Well versed in defining systems strategy, developing systems requirements, building prototype and designs, testing, training and defining support processes
Able to deliver solutions at a team lead or project manager role
Strong current hands-on SAP configuration, design skills and capacity planning
Manages resource to proactively monitor, identify problems and perform troubleshooting of the SAP Systems and database
Knowledge of SAP technologies is required
Experience in SAP Performance Tuning and Optimization

Senior Service Delivery Manager Resume Examples & Samples

The Senior Service Delivery Manager undertakes both commercial and service delivery management of one or more large on-site deals for Outsourcing
The Senior Service Delivery Manager manages the teams of project, sustainment & service leaders, coordinators and technicians to ensure delivery is to budget, to specification, on time, and to customer satisfaction
The Senior Service Delivery Manager actively manages the relationship with the client covering all the commercial, risk and opportunity development aspects of the services provided
The Senior Service Delivery Manager has sole Outsourcing accountability for the client, will conduct negotiations with the clients for new, add-on and existing services to ensure commercial viability and realistic expectation setting
The Senior Service Delivery Manager acts as an escalation point for the customer and works with Service Managers from Outsourcing service lines to ensure that service provision meets both SLAs & expectations
The Senior Service Delivery Manager manages any delivery units including the people and services delivered, ensuring the services are consistently and efficiently provided, using best practices to be of an appropriate quality to meet contractual obligations and that all targets are met
The Senior Service Delivery Manager will show clear dedication and commitment to individual business objectives and responsibility to the group as a whole
The Senior Service Delivery Manager will actively promote the group's image capability and resources to the external environment
The Senior Service Delivery Manager will generate innovative solutions for delivering services and introduce new tools and technology to support this
The Senior Service Delivery Manager works with the Account Management team to support targeted account growth and with the Finance Controller on P&L management and improvement
Experience with delivering client value & service excellence
Excellent analytical & problem solving skills
Experience setting & managing client expectations; taking control of difficult situations to gain client respect
Proven ability to motivate a team and encouragement / assistance developing the team
Proven ability to drive projects and initiatives from conception through implementation while improving processes and best practices
Experience networking with colleagues across the group and maximizing contacts to full benefit
Sound knowledge of finance and project cost-accounting principles and practices with demonstrated experience with managing project budgets
Strong experience with and knowledge of Microsoft Office, SAP, SharePoint, VISIO and Microsoft Project; experience with MS Project Server/EPM 2010, Strong understanding of ITIL and CMM
Well-developed people management skills sufficient to oversee a professional services group. Prior management of unionized staff is not mandatory but is desired
Excellent written and oral communication and presentation skills
Business Process knowledge with a view to continuous process improvement
Knowledge or experience of the Utilities Sector and/or government (e.g., Business case, RFP) is an asset
LI-AC1

Senior Service Delivery Manager Resume Examples & Samples

Capture and communicate client’s business objectives and ensure Dimension Data exceeds their expectations
Acting as a central point of contact internally, ensure effective operations across all procurement, professional services, and managed services through collaboration with internal DD stakeholders, such as the GSC, PMO, Staging and Warehouse, Bid Desk, and Procurement and Logistics
Business consulting skills
Excellent interpersonal and leadership skills
Ability to be effective in a matrix environment

Senior Service Delivery Manager Resume Examples & Samples

The management and orchestration of a large portfolio of Consultancy engagements and Support services ensuring adherence to; commercial, financial, quality and customer satisfaction levels
The identification, scoping, delivery and support of new business service opportunities, including the ability to think beyond, building business cases to productise service propositions for the wider industry
The ability to paint a compelling vision and strategy, with the strength and character to take the customer and the Microsoft team on that journey
A natural at quickly build C-level relationships, trust and confidence. Put’s Stakeholder relationships at the forefront their mind, keeping all relevant parties appropriately appraised at all times
Real team player with a passion for leading and influencing complex virtual teams and colleagues without direct authority/line management. Thrives on creating an environment for team and individual achievements/success
See’s change as inevitable, embracing it and adapting where needed to continually improve ways of working across the services team and the service they provide to the customer

Senior Service Delivery Manager Resume Examples & Samples

Delivering an effective Service Establishment & Service Transition framework. Ensuring products and services are introduced to live production, conformant with the agreed operational criteria. Providing consultative Service Management support and Senior Level guidance as required at all stakeholder levels. With minimal supervision or guidance
Mentoring and support of Service Delivery Analysts and Managers with workload management of Service Transition, In-Life BAU and Continual Service Improvement activities across the Service Delivery function
For all products and services we are responsible for - Ensure roles and responsibilities are clearly defined and pre-agreed with all product owners, business, operational and technical owners and other related internal and external teams. Ensure regular review of responsibilities and re-alignment where required
Accountable for Operational Acceptance Criteria across Technology Operations. Ensure consistent and compliant standards of operational acceptance for all managed services, ensuring support models, monitoring solutions, capacity management, incident, problem and change management are continuously reviewed and improved
Definition, implementation and management of meaningful, valued add Service Reporting Framework for assigned Portfolio. Ensure Service Delivery Analysts and Managers conduct and deliver Service Reporting, in accordance with agreed Governance model and specified requirements
Provide and consistently deliver pro-active ownership and accountability of Service Improvement Plans / Initiatives for assigned Service Portfolio, including but not limited to; identification of poorly trending service and customer experience KPI's, co-ordination, tracking and management of required service improvement actions, resources, investigations, communication and resolution planning
Participate in the definition and continuous improvement of the Service Transition, In-Life Service Management and Release Management governance framework across the Service Delivery & Release Management functions
Promote and drive adoption of the Service Transition, In-Life Service Management and Release Management governance framework across Technology and related business areas
Fully participate and drive Service Governance model reviews with key stakeholders providing support to the Manager of Service Delivery, ensuring governance model is fully agreed, fit for purpose and continuously improved
Actively contribute to the compilation, documentation of the Service Delivery & Release Management framework template documentation and library, ensuring consistency auditable standards of maintenance and up keep
For assigned portfolio ensure forward view of the Product Roadmap, key changes to proposition and service are reviewed and understood in a timely manner, contribute to effective and accurate Business / Operational impact assessment where appropriate
Own and conduct regular Operational level reviews with nominated points of contacts, peers on Service Management performance and compliance
Proactively lobby and drive compliant adoption of Service Management communication and notification protocol and process. Including all of the following where applicable: Stakeholder updates, Release notifications, Heightened awareness notifications, Operational Performance reporting, Service Quality Reporting, Service status updates, Event centre notifications, etc…. considering terminology, format, frequency and content tailored to relevant audience with regular review and ongoing improvement
Proactively lead and drive Operational forward Event planning, taking account and reviewing factors such as marketing promotions, incentives, product launches, change restrictions, high profile events
Proactively lead and drive Operational Support readiness preparation, Service Rehearsals & War Gaming to agreed and defined scope. Support will range from light touch review to complex support, architecture and customer journey walkthroughs
Extensive working experience in a related Senior Service Delivery Role. Ideally within an Operational Service Environment
Experience operating in a multi-platform Technology organisation with regular and consistent exposure to complex Technology
Experienced working in a GLOBAL organisation
Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner. Both verbal and written
Actively own and drive the continuous improvement of Service Reporting and Service Management activities across the department
Good working knowledge and understanding of ITIL processes

Senior Service Delivery Manager Resume Examples & Samples

Manage the expansion of the cooperation and business with the customer
Ad hoc management of smaller releases, analysis or consultancy tasks
Lead in the development of client engagements and onboarding of new clients

Senior Service Delivery Manager Resume Examples & Samples

Qualification: Minimum 7 years experience, Bachelor’s Degree
Must have experience in Architecture Knowledge, Technical Solution Design and Vendor Management
Should be proficient in Business Analysis, Business Knowledge
Should have baseline skills in Financial Analysis

Senior Service Delivery Manager Resume Examples & Samples

Service reporting and service reviews
Focus on customer knowledge and understanding of ITS businesses
Ensure that the services in SDMs portfolio are covered by a Run order
Ensure that services are delivered within the agreed SLAs
Channel customers’ escalations towards successful resolution
Gain customer intimacy, understanding of business processes and motivation
Facilitate regular service reviews with business partners
Cooperate in executions of service Improvement
Ensure that systems, process and methodologies are followed to allow effective monitoring, control and support of service
Assist development of proposals based on customer requirements
Ensure that the services released to production have agreed SLA, Support model and run order
Ensure that the services in production have agreed reporting set-up
Graduate qualification welcome (MBA preferred)

Senior Service Delivery Manager Resume Examples & Samples

Drives continuous improvement to key metrics through process, system, and organizational refinements
Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones
Able to demonstrate knowledge of business change/transformation methodologies with practical experience of implementation within a mutli-country/culture organization
Continue the enhancement and improvement of team’s skills. Ensures timely and effective training is delivered to enhance skills of the team
Excellent verbal, written, interpersonal communication and customer service skills
Being able to communicate effectively with customers, team members and senior managers
Strong critical thinking, analytic, problem solving, and decision making abilities
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Cultivate a culture of ownership among employees by involving the employees in problem-solving and decision making as much as possible
Minimum of 7 years of experience Services business
Minimum of 4 years of experience as a manager/supervisor
At least a college graduate (4-year course), university degree
A Passion for Service improvement
Strong time management skill
Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other Business Units and the external customers
Must be able to handle multiple projects and effectively manage different timelines
Must be able to use initiative to make quick decisions to resolve problems and overcome obstacles
15 - 20 years of experience

Senior Service Delivery Manager Resume Examples & Samples

Experience or proven ability to draft materials for senior executive-level audiences with strong PowerPoint skills
Experience reading and interpreting rules and regulations in the financial industry (experience with Dodd-Frank regulations is preferred)
Excellent project management skills, including the ability to prioritize work and meet deadlines
Ability to take initiative and show creativity to accomplish tasks individually and with teams
Proven record of solving complex problems with limited direction and guidance
Knowledge of the global regulations impacting Bank of America, as well as the role of supervisory authorities
Identify, recommend, and implement process design
Proven ability to translate complex financial and regulatory topics into succinct, understandable written work product
Creative and strategic thinking with the ability to influence, build trusted relationships across the institution, deal constructively with conflict, and adapt to a fast-paced environment involving multiple and simultaneous issues and transactions
Proven ability to take ambiguous instructions, communicate to a wider audience (at multiple levels in the organization), and coordinate to deliver results
Ability to work well under pressure and adapt easily to a changing environment and expectations
Strong institutional knowledge across legal entities, Enterprise Control Functions and Front Line Units
Strong execution skills
Word/Excel/PowerPoint/Visio skills
BAC enterprise knowledge Experience with financial regulations (greater than 5 years) Deep knowledge of Excel, PowerPoint, Visio, and SharePoint Site with the ability to easily adapt to technology, tools, and applications
Self-starter with the ability to adapt quickly in a face-paced environment
Experience or proven ability to build and modify process design for ongoing process improvement
Ability to think and act quickly to changing regulatory demands with compressed timelines
Crisp written and verbal communication skills
Ability to demonstrate good judgment and professionalism on large, cross-functional projects with short deadlines
Understanding of corporate governance and legal entities is a plus
Experience in Compliance, Risk Managemet

Senior Service Delivery Manager Resume Examples & Samples

Maintain the group strategic direction for Dimension Data accounts
Establish excellent working relationships with the client representatives who also operate at a group level within their business
Ensuring that a culture of service management excellence is developed and maintained by the delivery team
Deep understanding of the client’s business needs and technology strategy and the associated Dimension Data delivery model

WFM Senior Service Delivery Manager Resume Examples & Samples

Provide consistent communication between the Real Time Team, Operational Team Managers and Site Leaders, so that any service issues are highlighted, recommendations made and targets achieved through sensible negotiation and prioritization across the Operation
Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the workforce team to support the customer Experience at all times
Lead Scheduling and Workforce analyst team and hire, motivate, coach and develop team members
Lead Scheduling Team to provide the short term contact forecasting and make schedules for all China OU. Drive the performance of short term contact and scheduling efficiency
Effectively communicate information and data to all interested parties across the business, being able to influence decision making based on solid data and analytics
Work closely with the Forecasting teams to fulfill responsibilities in the overall Planning and review processes
Liaise with Operations on service delivery issues, taking corrective action to meet service level goals or to increase productivity
Chair regular meeting with Operations Managers to review performance, forecast accuracy and productivity and to devise action plan as necessary for the current day/week
Identifying the reasons for failure of any SLA and Support Ops with OT requirements by ensuring a process is implemented and followed
Facilitate and implement solutions with the rescheduling and optimization of exceptions, to minimize impact on the floor and to mitigate hotspots and maximize availability
Support workforce analyst to maximize performance by coordinating TL’s to react appropriately during busy periods
Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred
5+ years’ experience in Contact Center Workforce Management positions required; 3+ years’ experience in people management
Demonstrated experience and success in leading larger scale WFM or Operations oriented projects in Contact Centers
Demonstrated expertise in managing Service Level and RTA(Real Time management) practices and delivery in multi-channel global contact center environments including phone, email and chat
Experience using various statistical tools for SL optimization and then communicating plans or risks clearly
Analytical and communication skills are essential to be successful in this role
Expertise in Microsoft Excel in a business environment
Experience writing formal business proposals; strong written and verbal communication skills are a must
A passion for developing a standard Workforce management model is required, as is engaging your team to do the same. You will play an active part in this effort including developing policy and procedure, WFM Team SLAs and ensuring we meet or exceed performance targets
Advanced degree in a quantitative field or MBA
Expertise in integrating and managing short term forecasts in Aspect eWFM or IEX
Capacity Planning & Forecasting experience strongly preferred as well as experience with business intelligence and analytics
Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
Ability to meet tight deadlines and prioritize workload
Highly organized and results oriented
Ability to develop new ideas and creative solutions
Ability to coach forecasting teams to produce the highest accuracy results possible

Senior Service Delivery Manager Resume Examples & Samples

Intensive and progressive experience in managing an initiative similar in nature, scope and complexity within the Navy, Marine Corps or other Department of Defense agency
Supervision of substantial network operations which encompass user systems, integration, and training, in diverse operating environments with people of various job categories and skills
Providing excellent written and verbal communication skills, including experience in presenting material to senior Government officials
Manpower utilization, procurement, training, problem resolution, and employee relations (including sub-Contractors)
Former Navy officer with Navy or USMC IT management experience

Senior Service Delivery Manager Resume Examples & Samples

Serve as primary lead and contact for all GDCE Sr. Leadership business communication
Build strategy and inspirational business communication material by incorporating stakeholder feedback into their deliverables
Create info graphs or "critical one-pagers" for stakeholder communications
Works closely with Leaders, Matrix partners, communication teams to determine effective ways of communicating complex information
Leads and drives planning, creation, design, of the presentation material
Creates unique, memorable communications materials that fully demonstrate the efficacy of a specific business
Works with the stakeholders to take a concept and turn it into a visual masterpiece
Works in close conjunction with a company's matrix partners to determine the best ways to present a topic, business report, etc. He or she will identify strengths and develop the most effective ways of presenting/marketing the topic to its designated audience
Help refine and support the GDCE cross-divisional governance routines to achieve a consistent and transparent approach
Help streamline some of the ‘critical’ BAU and Transformation processes, information and reporting – for the GDCE executive
Ensure that the role is aligned to the GDCE Exec’s priorities - offering technical, transactional, logistical and business management expertise and leadership in the required time zone
Bachelor’s degree or significant professional experience in similar high visibility positions
5+ years' experience, creatively, take a concept and turn it into a visual
Highly advanced skills in PowerPoint,, working with templates and having the ability to create complex charts and graphs
Attention to Detail (alignment, font size, accuracy)
Able to translate feedback into a deliverable
Sense of urgency and ability to multi task (comfortable pivoting between projects)
Able to collaborate and work cross functionally
Deadline driven, organized and understands how people view and understand content
Strong leadership presence
Ability to jump between strategy and execution
Ability to network and influence senior stakeholders
Ability to work across lines of business and influence direction

Senior Service Delivery Manager to Nnit Resume Examples & Samples

Maintain a high satisfaction level from both the customer and internally in the customer team
Handle relations as the customer's point of contact on a managerial level
Ensure improvements by customer focused service and deliveries
Report, ensure invoicing and follow up on finances
Ensure contract compliance and SLA performance as well as profit performance and forecasting

Senior Service Delivery Manager Resume Examples & Samples

Prioritizes and organizes own work and for others to deliver to agreed deadlines
Constantly strives to improve processes and practices
Delivers a clear, well-structured and concise argument to support an opinion
Considers ‘the bigger picture’ when making decisions
Adapts information/style to the audience and explains difficult issues clearly
Anticipates potential objections and prepare case accordingly; influences others
Implements effective recruitment strategies to build the organization to meet business objectives
Strategically focuses people and resources to meet changing market requirements
Makes optimum use of people and resources to achieve objectives
Leads and motivates multi functional teams in dispersed or complex environments
Uses skill as a role model to influence other individuals behavior and professional development
Encourages co-operative team-working across the business
Takes a high degree of responsibility and ownership of people issues, of direct and indirect reports alike
Understands the political infrastructure of board level situations and operates accordingly
Focuses on developing strategic partnerships with clients
Establishes strong relationships in difficult, complex or political environments
Proactively develops and implements efficiency improvements that can be implemented in a number of areas
Settles large, complex problems and in doing so, strengthens the relationship with the client
Exhibits strong commercial management skills
Involved in the creation of own area business plan
Works as part of a team or leads a team to negotiate new deals, extensions and ad-hoc service aspects
Ensures that the Capgemini negotiating team works and behaves in front of the client as a single entity with a common purpose
Understands the needs of the client and balances them with those of Capgemini to lead to win-win situations
Anticipates the negotiation tact of the client and deploys appropriate tactics
Settles small and large/complex problems and in doing so, strengthens the relationship with the client
Recognizes when alternative perspectives are required, and facilitates appropriate meetings
Is aware of the legal and service implications in the drafting and reviewing of contracts, schedules and service level agreements
Develops/proposes solutions that meet or exceed client needs and expectations and align with the Group’s strategy
Ensures forecast costs are fully understood at project start, and transition budgets are agreed with account team
Provides effective guidance for contract/SLA generation, to ensure agreements made with clients protect Capgemini's interests
Plans and manages transition activities to ensure service is not impacted while transitioning a function to an outsourcing supplier
Uses processes and procedures to address Risk Management, Change Management, Schedule Management, Quality Management, and other areas, as well as financial controls and resource controls governing the Transition
Builds awareness of HR processes, with focus towards new staff take on/Transition
Improves service quality and efficiency through all possible methods
Seeks out more efficient methods of working
Understands value of positive feedback and uses it appropriately
Raises ideas with a willingness to be challenged
Focuses on how to fix problems while avoiding repeats
Creates and maintains appropriate documentation for defined improvements
Tracks and prioritizes actions for maximum benefit
Identifies trends indicating potential problems
Understands and evaluates costs incurred in making changes

Senior Service Delivery Manager Resume Examples & Samples

Perform SDM function for large, complex, and high touch customers within the region
Reviewing client SLA/SLO agreements as well as contracted scope commitments. Escalating as appropriate when either the customer or Presidio is at risk
Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion
Developing and maintain customized communication plans for each customer. Specific deliverables to include and are not limited to the following
Identify opportunities to increase the amount of services we are providing to our customers
Confirm bills are being properly created, delivered and client is paying as per the terms of the contract
Validate, negotiate and process service credits as required with approval from Sales Management
Basic Presidio Managed Services tool usage, especially report generation (Service Now, Prognosis, Nimsoft, Edge Portal and Jaspersoft)
Solid understanding of the technologies being managed by Presidio for the customer