Service Delivery Consultant Resume Samples
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Service Delivery Consultant Resume Samples
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NL
N Ledner
Nicklaus
Ledner
73179 Waters Pines
Houston
TX
+1 (555) 217 1568
73179 Waters Pines
Houston
TX
Phone
p
+1 (555) 217 1568
Experience
Experience
San Francisco, CA
Service Delivery Consultant
San Francisco, CA
McKenzie, Braun and Rempel
San Francisco, CA
Service Delivery Consultant
- Escalation Management: identify, manage, and lead escalations through L3. Work with others to help manage escalations through L5
- Escalation Management: identify, manage, and lead escalations via established processes
- Execute management driven organization compliance audits in established timelines
- Management and tracking of non-core base activities where Base team members are supporting – includes initiative work as well as service provider support
- Configuration Management: Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies
- Provide technical assistance on network service technologies in the design and build of the catalogue and related documentation
- Identifies process improvements and communicates them to the Process Manager
Detroit, MI
ITO Service Delivery Consultant
Detroit, MI
Buckridge and Sons
Detroit, MI
ITO Service Delivery Consultant
- Manage the implementation of large (scope and complexity) projects
- Manage a Program P&L for each customer
- Manage risk through identification, quantification and mitigation
- Develop and maintain the project schedule
- Create and maintain a Communication Plan that facilitates the exchange of information amongst the project stakeholders
- Logistics planning, delivery
- Customer on boarding / readiness
present
Houston, TX
Graduate Service Delivery Consultant
Houston, TX
Hilpert-Carroll
present
Houston, TX
Graduate Service Delivery Consultant
present
- Team worker
- Participates in projects for process or quality improvements
- Provides feedback and analysis of cases
- Effective time management and strong commitment to meeting deadlines
- Manages customer expectations and identifies customer problems
- Demand forecasts and purchasing
- Monitors service events
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Hofstra University
Bachelor’s Degree in Computer Science
Skills
Skills
- Ability to process and maintain confidential, sensitive information Strong knowledge of benefits back-room operations
- Attention to detail with strong analytical capabilities, adept in handling quantitative data, and ability to multi-task
- Ability to manage multiple priorities in a fast-paced, matrixed environment with strong attention to detail and accuracy
- Strong P2P Knowledge with Accounts payable / Global Procurement background
- Strong financial and business controls knowledge coupled with experience in performing Compliance audits
- Strong analytical skills and thorough knowledge of benefit plan designs
- Automate relevant workflows to increase quality and repeatability
- Strong organizational skills and able to manage multiple tasks in a timely manner
- Comfortable working independently with flexibility/adaptability
- Comfortable working independently with flexibility/adaptability as well as being a team player
15 Service Delivery Consultant resume templates
Read our complete resume writing guides
1
Service Delivery Consultant Resume Examples & Samples
- Typically 5 or more years of systems incident and recovery experience, including systems, network, and carrier outages
- Expertise in managing multiple issues and priorities, demonstrate by certification and/or relevant work history, on key Network Services technologies in the Data Network, Voice Network, and / or Security network environments
- Previous experience with Bank of America in an IT capacity considered a plus
- Proficiency with ticketing systems, SharePoint, Microsoft Office, and other tools
- 7 or more years of systems incident and recovery experience, including systems, network, and carrier outages
- Event Management proficiency
2
Service Delivery Consultant Resume Examples & Samples
- Service Delivery lead for Health & Insurance Carrier Management; Third Party Administrators and Vendors
- Coordinate resolution of issues that are systemic and/or negatively impact the employee experience
- Process monitoring – ensure processes align and are adhered to based on the design of a specific product
- Supplier decisions and operational questions
- Regulatory Changes
- Invoicing, claims funding, etc
- Governance & Supplier management routines
- Process controls and documentation
- Monitor SLAs and scorecard metrics
- Process Improvement - examining current processes and implementing improvements
- Participation in communication discussions with Corporate Communication partner and Vendor to ensure positive employee/manager experience relative to changes
- Deliver and drive discussion around reporting summary
- Identify and interpret trends in data
- 5-7 years of employee benefit administration
- 2-3 years of strong vendor management experience
- Strong Process Improvement background
- Strong financial, analytical skills
- Strong knowledge of back-room operations - familiar with system data feeds, data flows, etc
- Strong organizational skills along with effective time management and prioritization skills
- Must possess excellent interpersonal and communication skills with strong attention to detail
3
Service Delivery Consultant Resume Examples & Samples
- Broad working knowledge of call routing in complex fortune 500 company with QSIG, MGCP, CAC, H323 and SIP normalization using header manipulation
- Firm understand of TDM, VoIP and call control disciplines as well as NextGen networks using Click to Click & B2BUA and IMS utilizing WebRTC and HTML5
- Experience integrating to Avaya, Cisco, Genesys, and Sonus products
- SIP and Traditional ISDN/PRI Trunking
- VoIP endpoint configuration to meet site specific environmental requirements
- Sonus Gateway Technology configuration and/or integration experience
- VLANs, switchport configuration, layer two networking, and QOS
4
Service Delivery Consultant Resume Examples & Samples
- HPOM / SCOM / Sitescope Administration
- Location preference listed as: SDNI, PRLH, or NRFK
- Experience supporting a 24/7 environment
- 8570 Certified
- Advanced knowledge and troubleshooting of Windows Server 2003 and Server 2008R2
- Exceptional problem solving skills, technical skills and analytical skills a must
- Must be able to manage multiple tasks simultaneously and be able to adapt to changing business needs
- Must be able to work well with cross functional teams and be able to work effectively with all levels within an organization
- Work shift is standard Mon - Friday normal business hours
- Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice to deploy periodic patches or remediation of issues
- On-call rotation for tool escalations required approximately every 6 weeks
- NIPR and SIPR access required
- Strong Windows understanding and troubleshooting ability
- Self-starter with excellent analytical, documentation and communication skills
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application log
- Create, change, and delete application user accounts per request
- Provide support and investigate and / or troubleshoot issues
- Repair and recover from hardware or software failures. Coordinate and communicate with Noc personnel
- Good knowledge of products and tools for all aspects of system management, including backup, network/system monitoring, scripting, automation, and security; especially performance monitoring and identification of bottlenecks
- Identify and document processes & procedures in written form
- Bachelor’s degree in Information Technology or related field desirable but not required
- Network + or Security + certifications required
- Preferred strong Unix understanding and troubleshooting ability
- Proficient in scripting (PowerShell, Vbscript, Command Shell)
- VMware experience is a plus
5
Service Delivery Consultant Resume Examples & Samples
- Will have to carry mobile devices and provide support off hours
- (Master) in one or more technology areas
- (strong+) understanding of related technologies
- (strong) Influencing Others
- (strong) Customer/Vendor Management
- General Financial Management
6
Service Delivery Consultant Resume Examples & Samples
- Excellent interpersonal skills. Strong written and verbal communication skills with strong attention to detail. Daily interaction with customer and multiple data center staff. This is done in person, over the phone, and via email. Ability to take verbal instructions from technical personnel. Ability to work in an operations center side by side with other personnel throughout the shift
- Technical aptitude to triage technical issues. Ability to administer Microsoft Server 2012 and 2008r2 operating systems. Ability to perform service and server restarts, perform patching, and troubleshooting in the Microsoft Server domain. Experience as a user of SCOM or other data center monitoring tool
- Solid understanding of ITIL. ITIL foundations certified. History of implementing and publishing procedures to improve operational effectiveness
- Ability to analyze data in monitoring and ticketing systems to deliver meaningful metrics and reports for team members and management
7
Service Delivery Consultant Resume Examples & Samples
- Excellent interpersonal skills. Strong written and verbal communication skills with strong attention to detail. Daily interaction with customer and multiple data center staff. This is done in person, over the phone, and via email
- General understanding of related technologies
- (developing) Influencing Others
- (developing) Business Analysis
8
Service Delivery Consultant Resume Examples & Samples
- Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming)
- Excellent fluency in language to be supported
- Experience in a phone based remote role, esupport, e-chat or similar
- Familiarity with computer technology
- Understands internal processes and tools
- Knowledge of Knowledge Management Systems and appropriate documentation to the system
9
Graduate Service Delivery Consultant Resume Examples & Samples
- Manages customer expectations and identifies customer problems
- Develop, enhance and provide ongoing maintenance of the tool functionalities as required by the Customer
- Handles customers' service requests through different access channels
- Monitors service events
- Handles case escalations and complex situations
- Participates in projects for process or quality improvements
- Data validation,
- Reporting and Analysis
- Provides feedback and analysis of cases
- Demand forecasts and purchasing
- Coordinates support activities, plans and dispatches parts and onsite engineers
- System updates
- University degree (completed prior to start date, but not more than 12 months ago) in e.g. Business Administration, Computer Science, Public Administration, Marketing, etc
- Excellent oral and written English communication skills
- Strong Microsoft Excel, Access and PowerPoint skills
- Analytical, with ability to think strategically
- Detail oriented – ability to validate, analyze and sort through data
- Results oriented, high energy and drive with a winning attitude
- Team worker
- Good negotiation skills
- Ability to work in a multicultural environment
- Effective time management and strong commitment to meeting deadlines
- Prior internship experience
- Able to perform in a fast-paced, demanding environment
- Second foreign language
10
Service Delivery Consultant Resume Examples & Samples
- Technical Knowledge: Apply advanced technical and business knowledge (e.g. SAP, Java, .NET) to solve application issues that are critical or high-risk. Independently integrate technical knowledge and business understanding to create superior solutions for HP and for customers
- Incident Management: Resolve single- and cross technology/application incidents independently. Document known errors and work arounds Works with team members, delivery centers, and other HP organizations to resolve unusually complex or cross-technology incidents
- Escalation Management: identify, manage, and lead escalations via established processes
- Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer needs. May lead or participate in a Change Advisory Board
- Configuration Management: Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies
- Solution Design: Apply HP solutions to meet highly complex customer needs. The solution may include service delivery models for new services
- Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings
- Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users' areas, including transformation
- Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer. Provides training to end users on applications in area of responsibility. Understands and manages to contract scope
- Teamwork: Work as part of a global, and/or multi-functional team. Lead teams which address operational processes and policies in work area. Seen as a resource and may mentor less experienced team members within the team in one or more technical-/operational policies/standards or business areas. Is a trusted advisor inside and outside the team/technology area
- Contract Knowledge: Demonstrates comprehensive understanding of contract obligations across business area. Provides guidance to others to meet contract obligations
- Mentor less-experienced team members on all areas of Applications Management work
- Capacity and Performance - Ensures that the Capacity Management process and working practices are effective and efficient. Evaluates the impact of proposed changes on the capacity design and plan
- Business Continuity - Responsible for activities involving damage assessment, co-ordination with other recovery teams, deciding on recovery steps to take, maintaining records, and providing recovery status reports
- (strong) understanding of applications technology in direct responsibility
- ITIL Intermediate level Certified
- Knowledge of ISO20000
- Strong communications skills; good presentation skills
- Client-facing interpersonal skills. Able to lead Applications Management delivery
11
Service Delivery Consultant Resume Examples & Samples
- 10+ years of project delivery experience supporting Bank Contact Center and BC ATM project portfolios
- Skill sets include Avaya ACM Contact Center, Aspect Contact Center , Nice Call Recording, Cisco VoIP, Cisco Call Manager, experienced in IT service management and ITIL and ITSM, primary focus on Change management and Configuration Management, Ariba procurement process, and system tools CNET, Nexus, SharePoint, BlackBox warehouse system and ROARS
- Proven ability to take leadership role as team leaders to support multiple and simultaneous projects from inception to successful completion, this will include technical and financial responsibilities
- Project management skills include financial management, 3rd party vendor management detailed and accurate forecasting and invoice management. Change requests,implementation plans, change management expertise, create final cost estimates
- Provides advanced analytical support for Projects with proven ability to resolve project issues and mitigate project risk by negotiating solutions that meet expected results
12
Service Delivery Consultant Resume Examples & Samples
- 7+ years service delivery and/or project management
- A broad knowledge of information security principles (e.g. access control)
- Ability to work independently on initiatives with little oversight. Motivated and willing to learn
- Must be comfortable delivering messages across a wide spectrum of individuals having varying degrees of technical understanding
- Must have strong leadership skills and qualities which enable you to work with peers and senior levels of management
- Bachelor's degree in Information Technology or related field
- PMI or ITIL preferred
13
Service Delivery Consultant, Leave of Absence Resume Examples & Samples
- Monitor Vendor performance - SLA and scorecard metrics adherence
- Sponsor governance & vendor management routines
- Ensure leave of absence, disability and related pay and health and insurance processes align and are adhered to based on the design of the specific product
- Process Improvement - actively examine current processes and partner to implement improvements
- Monitor administrators to ensure regulatory changes are appropriately implemented
- Vendor and process audits
- Ensure process maps and controls and standard practices are documented, updated regularly and continuously met and followed
- Ensure vendor operational communications are easily understood and reflect the appropriate employee experience
- Serve as point of contact for change controls related to leave of absence processes
- Participate in communication discussions with internal Communication partner and Vendor to ensure positive employee/manager experience relative to changes
- Coordinate and participate in User Acceptance Testing with vendors and internal partners for process changes and regulatory requirements
- Actively partner with the Leave Design, Health and Insurance and Leave of Absence Support teams to coordinate product and process flow needs and control employee impacts
- Serve as point of contact for organizational projects related to leaves, such as technology needs, process changes, etc
- 5-7 years of employee benefit administration (specific experience in Leaves/Disability processing)
- Comfortable working independently with flexibility/adaptability as well as being a team player
- Ability to process and maintain confidential, sensitive information
- Must possess excellent interpersonal and communication (written and verbal) skills with strong attention to detail
- Strong client relationship skills used to control and coordinate all aspects of a transaction
- Ability to work in fast paced environment and prioritize multiple deliverables
14
TM Service Delivery Consultant Resume Examples & Samples
- Sales Process
- Bachelor#s degree strongly preferred
- Demonstrated history of facilitating implementation and sales processes
- Ability to clearly communicate concepts verbally and in written form
- Basic proficiency in PC software: Excel, Word, Outlook, etc
- Ability to attain proficiency in internal sales/client support systems; Proposal Generation Tool, CRM
- Ability to handle and prioritize multiple tasks
- Organizational and time management skills are also required
15
Service Delivery Consultant Resume Examples & Samples
- Minimum of 5 years Operational Management, Process Management, Risk Management, with ITIL background and project management skills (PMP valuable)
- Results-oriented leader who can develop and manage relationships across the technology based on trust, teamwork and knowledge
- Excellent written and verbal communication and presentation skills at an executive level
- Strong network, technology and financial acumen
- Proven ability to resolve both operational incident and project issues and mitigate risk by negotiating solutions that meet expected results
- Experience with ITIL Methodology and Project Management methodology and tools such as Enterprise project and change standards, SDLC, Waterfall, Clarity, Discovery, SharePoint, MS Project, etc
- Proven ability to matrix-manage direct and cross-functional teams
- Credibility to influence subordinates, peers and executive management
- ITIL Foundational Certification
- Operational and Incident Management skills
16
Service Delivery Consultant Resume Examples & Samples
- Bachelors Degree in IT or related field of study
- 5+ years of experience with operating systems like LINUX/AIX
- Good knowledge of Oracle (version 11 and 12), Perl
- Certificates for LINUX rhel 6 and AIX 6/7
- Management Tooling experience: Workload and Event (Control-M) is a plus
- Excellent Customer Service skills
- Good process management skills
- Fluent speaking and writing in English
17
Service Delivery Consultant Resume Examples & Samples
- Deep understanding of technology processes and integrations across business processes
- Manage Relationships and priorities for business partners across various Lines Of Business
- Deep understanding of project management and business analysis processes
- Familiarity with Agile
- Strong negotiation
- Experience in technology projects with vendors
- Records management
- Legal and/or compliance
18
Service Delivery Consultant Resume Examples & Samples
- Execution oriented focus with ability to prioritize work and meet deadlines
- Strong business-centric mindset with ability to use sound business judgment and tailor approach to drive desired business outcomes
- Proficiency with BAC project and development methodologies (e.g., DAIC, Agile) and related tools and standards
- Ability to manage multiple priorities in a fast-paced, matrixed environment with strong attention to detail and accuracy
- Excellent analytical and presentation skills; ability to synthesize complex situations/inputs and communicate it via clear/concise documents, presentations, etc
- Self-motivation, self-direction, organizational skills and the ability to manage multiple priorities without sacrificing quality or timelines
- Superior communication, influencing, and facilitation skills
- Demonstrated ability to influence, negotiate, and drive results
- Data, technical, and/or programming experience
- Experience on large, enterprise scale initiatives
- Testing experience on large scale programs/projects
- Familiarity with HP Quality Center (QC)
19
SAM Analyst / Service Delivery Consultant Resume Examples & Samples
- Organizes and analyzes purchase information to establish an accurate and complete summary of license entitlements (License Position)
- The Analyst reconciles those entitlements (based upon Product Use Rights, rules, allowances, etc. they embody) with software inventory information (Install Position) to produce a compliance summary (Gap Analysis)
- The Analyst will engage Vendor Manager, Product Managers (Owners), Application Managers and Engineers to help collect, organize, and manage their licensed software assets
- The Analyst also guides the normalization, management and summarization of customer purchase information to assure complete and accurate analysis of the information
- The Analyst will assist (and often lead) the process of defining the entitlement and inventory scope to assure entitlement and inventory information are properly aligned and consistent
- The Analyst will lead the reconciliation, analysis, and presentation of Final License Position Report Out
- The Analyst will be expected to understand all aspects of the software life-cycle – from licensing to purchasing to deployment to decommissioning. He/she will be involved with most major Publishers and manage projects for every size and type
- Understand Product Use Rights, license allowances, and contractual entitlements for software products and manufacturers (with a specialty in one or more manufacturers)
- Analyze purchase records and other entitlement information (including contracts, EULAs, EAs, etc.)
- Produces customer deliverables and participates in customer communication across the entire life-cycle of a Software Asset Management (SAM) project. This includes producing and presenting analytical results and assuring projects get closed to the satisfaction of all parties
- Collecting and managing SAM-related information
- Research Product and SKUs
- Some experience with software installation and software inventory systems (like Microsoft’s SCCM) a plus but not necessary
- A few years of experience in Software Asset Management a plus
- Contract administration experience a plus
20
Service Delivery Consultant Resume Examples & Samples
- Monitoring the DNS Service Request fulfilment queue, along with the analysis of incoming requests
- Collaborate with other teams within the firm, including operations, engineering and design
- Documentation, monitoring and troubleshooting requests
- Request validation and carry through in non-production environments, to ensure successful implementation
- QIP knowledge and experience
- Familiarity with IPAM DNS Organisations & Administrations
- IT Service Management understanding and expertise
- DNS and Network Engineering experience
- ITIL Accreditation
21
Service Delivery Consultant Resume Examples & Samples
- Ability to identify operational process gaps which has financial impact related to cost savings
- Self-driven and ability to handle projects effectively
- Knowledge in P2P, Accounts Payable, Global Procurement or any Finance related process and preferably involved in cost savings projects
- Determine compliance with policies and procedures
- Effectively work as team player in globally distributed teams on assigned audit reviews and reports
- Execute management driven organization compliance audits in established timelines
- Tax related experience would be an added advantage
- At least 3-5 years of experience in managing audits within a complex operational and regulatory environment preferably from Big 4
- Strong financial and business controls knowledge coupled with experience in performing Compliance audits
- Strong P2P Knowledge with Accounts payable / Global Procurement background
- Knowledge of local and state sales tax laws and products/services sale taxability
- Experience in designing, developing, and implementing control framework
- Business experience in working with clients and managing multiple projects
- Must possess analytical reasoning, creative problem-solving abilities, advanced verbal and written communications, and strong interpersonal skills
- Independent, self-starter, with a strong work ethic, high degree of motivation and the ability to contribute to a positive team attitude; proven dedication to teamwork, leadership and integrity within a professional environment
- Self-motivated and have an ability to work in a flexible, unstructured, entrepreneurial, team-based environment but with little direction or supervision
- Strong business acumen and technical knowledge within area of responsibility
- Very strong verbal and written communication skills
- Developed relationship management skills
- Ability to identify and summarize relevant trends from market and industry data
22
Service Delivery Consultant Resume Examples & Samples
- This job will focus on the Sec OPS product set and will work directly with Cisco, F5, DSW and VF
- GTM/LTM, load balancers, DDI platform knowledge is required as well as an understanding of ITSM and the change process
- Critical thinking in analyzing the situation to not only address the immediate need but also to look at the end to end process to understand if the issue was caused by human error, process flaw or disregard for the process
- Action plans will be developed, implemented and monitored and this will require an understanding of corrective action and control point development to ensure the process is working as required
- Technical: Understanding of load balancers, DDI, Firewall, SEC OPS platforms used in supporting Bank requirements
- ITSM understanding of process and Incident handling is required
23
Usps-ito Service Delivery Consultant Resume Examples & Samples
- Desktop OS (Windows 7, Windows 8.1)
- Basic level server hardware replacement skills
- Basic data backup skills
- Minimum 2 year remote and on site troubleshooting experience
- Sense of urgency and communication skills
- Process documentation skills
- Server installation experience
- Installation of new Software utilizing remote tools
- PC and Printer troubleshooting and repair
- Application and hardware configuration for new equipment
- Data transfer from one device or drive to the next
- Customer interaction and communication
- Testing and validation of new resource units and images during creation
- Moving and relocating customer equipment from one site location to the next for site moves, remodels, etc
24
Service Delivery Consultant Resume Examples & Samples
- Design, build, implement, and support a catalog of IT and Business Services based on ITIL best practices
- Provides the foundation for the technology organization to centralize and standardize requests for technology and business services
- Identify the current and future state of products and services in order to design and develop business and technology services
- Provide technical assistance on network service technologies in the design and build of the catalogue and related documentation
- Collaborate with Service Owners and Service Providers to design and build of the service portfolio
- Acts as liaison between programmatic resources and network subject matter experts
- Ensures organizational adherence to the tools and process
- 7-10 years of experience in Network or other related infrastructure technology space
- 3 -5 years of experience in with ITIL lifecycle activities
- Experience of defining, documenting and validating business requirements
- Experience of facilitating and supporting business change and to influence others across the business of the need to change
- Experience in the design, preparation and delivery of facilitated workshops, applying a range of tools and techniques
- Excellent relationship development skills, with the ability to balance work and interaction with internal stakeholders, key suppliers and industry contacts
- Excellent interpersonal skills, verbal and written communications skills and presentation skills
- Must have strong technical and analytical skills
- Proficiency with MS Office Suite (MS/Word, MS/Visio, MS/PowerPoint, MS/Excel)
- ITIL v3 or 2011 ITIL Foundations certification or better
- Good written, presentation and verbal communication skills
- Problem solving and analytical capabilities
- Proactively identify process gaps and develop and implement appropriate solutions collaboratively
- MS/Word, MS/Visio, MS/PowerPoint, MS/Excel
25
Service Delivery Consultant Resume Examples & Samples
- Provision of consultative end-to-end assignment services, including
- Counsel on tax considerations related to short-term assignments and frequent business travel
- Advise on optimal, appropriate assignment/transfer structure (e.g., social tax set-up, timing of transfer, tax residency status and impact of inter-company re-charges)
- Approximately 5-7 years of experience in Global Mobility specifically with individual US expatriate tax
- Demonstrated analytical and research skills - ability to communicate and analyze multi-dimensional data, draw conclusions, and evaluate business gaps & requirements
- Strong project management skills, including the ability to prioritize work and meet deadlines
- Excellent communication skills both verbal and written; ability to articulate complex concepts to a non-specialist audience
- A problem solver with a “can do” attitude, consultative approach and client service mentality
- Highly organized and numerate
- Proactive and focused on continuous improvement
- Acts with a sense of urgency and drives issues through completion with a positive attitude
- Proficiency with Microsoft office products (Outlook, Excel, Power Point)
- Experience with the financial services industry and knowledge of UK and European taxation a plus
26
Service Delivery Consultant Resume Examples & Samples
- 10+ years experience developing, implementing and administering IT customer satisfaction feedback mechanisms
- Experience measuring customer satisfaction feedback for IT products and services (financial services experience preferred but not required)
- Demonstrated ability to design and implement user satisfaction approaches (ability to create new frameworks versus modifying an already existing framework is key)
- Proven expertise applying user satisfaction best practices, tools and techniques in large scale IT organizations
- Operates as a trusted partner
- Thinks strategically
- Influences with impact
27
Service Delivery Consultant Resume Examples & Samples
- A four year Bachelor's degree (or higher) with a minimum of 5+ years of experience in IT, preferably in the Cloud
- Previous operations experience with demonstrated abilities in guiding and assisting infrastructure or application support teams
- Performance management experience delivering to Service Level Agreements in a complex IT environment and understanding contractual obligations, risks and impacts
- Experience in delivering services to geographically dispersed stakeholders
- Familiarity and competence in delivery through all phases of the System Development Lifecycle
- Demonstrated financial management abilities for small to medium projects
- Strong communications and collaboration skills
- Able to organize information
- Able to make informed decisions based on the factors involved
- Able to create synergy within a group of individuals in order to reach the team’s, organization’s, and ultimately client’s objectives
- PMP
- Jira/Confluence experience
- MS Project/MS Visio experience
28
Service Delivery Consultant Resume Examples & Samples
- Offer SimCorp consultancy resources for performing and coordinating test when upgrading, patching and changing configuration in existing SimCorp Dimension implementations
- Assist client in identifying the client’s critical workflows and document these; define test tools and test methodologies that are used internally on a client’s side, add knowhow and efficiency to the process
- Create business test cases and apply those based on the business requirements defined in the scope document
- Analyze the client’s SimCorp Dimension workflows (calculation, transaction, interface, reporting and other business flows); match those with scope requirements and defined business cases; create automated test scripts for testing purposes
- Make SimCorp Dimension workflows more visible for client by providing all necessary test execution documentations and offering SimCorp consultancy resources on fixing/solving/suggesting and then applying solutions whenever there is a mismatch between tested environments
- Automate relevant workflows to increase quality and repeatability
- Execute regression test in the Client’s environment
- Prepare test reports for Clients in cooperation HQ Test Management team
- Participate in analysis workshops for new or existing clients to define optimal test approach
- Produce and maintain internal documentation (Test Procedures and Guides)
- Test experience in Financial Software
- Experience in Relational Database Management Systems (Access, MS SQL, Oracle or similar)
- Experience with testing concepts and how high quality test adds value to the client
- Ability to follow defined test cases and document deviations in an effective manner
- Ability to work structured and persistent with very large data volumes
- Ability to work independently as well as in a structured team
- Consulting experience a plus
- High analytical capacity
- Advanced English skills
29
Service Delivery Consultant Resume Examples & Samples
- Demonstrate the ability to operate computer systems that run production and development processing, and perform systems maintenance tasks
- Monitors and reports on systems performance with the ability to demonstrate an understanding of web technologies
- Experience of .Net, Java, SQL and configuration, tuning, optimization and trouble-shooting activities
- Knowledge of various technologies and software
- Good communication skills – Verbal & written, Team Player, Good organisational and administration skills
- Able to provide technical support, out of hours to the Managed Services support team via a resource rota
- Knowledge of Payment Card Industry Standards
- Experience of a service delivery/project driven environment
- Knowledge of ITIL practices, Juniper Intrusion Detection, Nagios and other monitoring software
30
Service Delivery Consultant Resume Examples & Samples
- Delivering solid estimates as basis for pricing and planning of V&T service deliveries
- Test Management for complex test setups, cross-platform, multi-interface and large data load
- Supporting local sales teams in selling V&T to large Financial and Investment Management organizations
- Local MU anchoring of products, knowledge of approach and tools and training
- Compliance with client security requirements
- Master's degree in Economics/Finance/Statistics/Physics/Engineering or similar
- Preferably a finance or combined finance and technical background
- ISTQB or similar certification preferred
- SimCorp Dimension certification preferredExperience with test management and test management tools
- Experience in implementation and improvement of test processes
- Knowledge of HP Application Lifecycle Management (HP ALM)
- Able to structure large amounts of data, break-down activities and identify check points at data or activity cross sections
- Lean thinking, quality (continuous improvement) and business oriented
- Fluency in spoken and written English
31
Service Delivery Consultant Resume Examples & Samples
- Identify, characterize threats
- Assess the vulnerability of critical assets to specific threats
- Prioritize risk reduction measures based on a strategy
32
Service Delivery Consultant Resume Examples & Samples
- Maintains the relationship with one or more customers and the Service Provider(s) of the services they consume
- Obtains and Maintains Customer Information
- Maintains and understanding of the Service Provider and their Services
- Handles Complaints and Compliments
- Handles Requests for Information and Assistance
- Analyzes CSAT Survey Results with Process Manager and takes necessary actions
- Maintains ongoing communications with the Customer and Service Provider and facilitates interactions and communications between the two
- Identifies process improvements and communicates them to the Process Manager
- Reviews, Prioritizes and Qualifies Opportunities with Customer
- Collects Service Requirements for qualified Opportunities from Customer for New or Changed Services
- Develops Business Case for submission into the Service Portfolio Pipeline for New or Changed Services
- Monitors and Supports Progress of Customers Requests for New or Changed Services through the lifecycle
33
Service Delivery Consultant Resume Examples & Samples
- Attorney / Legal experience in software contracts
- Excellent written/verbal communication skills
- Strong collaborator with the ability to work with key stakeholder outside of current organization
- Intermediate to Advanced knowledge of MS Office Suite Products
- Understanding of Software Asset Management
34
ERP Service Delivery Consultant Resume Examples & Samples
- Participate in overall ERP applications portfolio roadmap and program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed
- Accountable for assisting in the set-up and management of a best in class Change and Release Management process that aligns to overall Cargill Global IT practices and policies
- Ensure alignment with the ERP Applications Manager on introduction of new services and capabilities to ensure these services and capabilities are included in overall ERP Applications service catalog, including their SLA’s and costs
- Assist in the development and execution of strategies to effectively and efficiently deliver application maintenance and support activities across the NA region for ERP applications
- Identify and implement opportunities to leverage synergies across regional ERP applications and ERP global portfolio team
- Build and maintain a partnering relationship with the IT business partners; provide a single Service Operations focal point for Business/Function Leaders for their tactical service needs pertaining to the ERP applications
- Participate in the rationalization and harmonization activities for ERP applications products and services
- Build and maintain effective relationships with internal and external service providers including SOWs, SLAs, KPI and metric measurement and management ensuring continuous improvement process & operational leadership performance in alignment with expectations of the business
- Ensures processes and tools are executed and implemented consistently in alignment with end to end service delivery. Play the primary contact for the ERP applications for implementation of application support processes (incident, change, release, problem, service management)
- Continuously improve connection between IT and business/functions, working with and through Business Partners/BRMs
- Own the establishment of end to end service in alignment with service management strategy and capability including application roadmap creation and management in partnership with enterprise process and application portfolio strategy
- 7 years of IT and business/industry work experience
- 2 years experience managing the delivery of services in a matrixed environment with a diverse portfolio of suppliers both internal and external
- Experience in incident and crisis management experience in a large scale, high availability organization
- Demonstrated experience with leading change initiatives, within an IT context, and in a complex, multi-faceted environment
- Demonstrated strong and effective communications skills and working relationships with colleagues throughout IT and the business at management level
35
Service Delivery Consultant Resume Examples & Samples
- Assist in the definition, documentation and activation of a service catalog with service level requirements for IT business services and manage service agreements/contracts
- Participate in overall Functions and Customer Facing applications portfolio roadmap and program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed
- Represent business interests and needs during service reviews with internal and external service suppliers
- Ensure alignment with the Functions and Customer Facing Applications Manager on introduction of new services and capabilities to ensure these services and capabilities are included in overall Functions and Customer Facing Application’s service catalog, including their SLA’s and costs
- Assist in the development and execution of strategies to effectively and efficiently deliver application maintenance and support activities across the NA region for Functions and Customer Facing applications
- Develop resource and delivery plans to satisfy long term view of demand in alignment with BU and Global IT Strategy
- Identify and implement opportunities to leverage synergies across regional Functions and Customer Facing applications and the global portfolio team
- Build and maintain a partnering relationship with the IT business partners; provide a single Service Operations focal point for Business/Function Leaders for their tactical service needs pertaining to the Functions and Customer Facing applications
- Act as a tactical escalation point within the Functions and Customer Facing portfolio Applications Service Operations for Platform/BU IT business partners
- Participate in the rationalization and harmonization activities for Functions and Customer Facing applications products and services
- Ensures processes and tools are executed and implemented consistently in alignment with end to end service delivery. Play the primary contact for the Functions and Customer Facing applications for implementation of application support processes (incident, change, release, problem, service management)
- Bachelor’s degree in Business Administration, Computer Science or Management Information Systems; OR equivalent experience
- Ability to work across multiple functional teams to set direction, build consensus and solve problems
36
Service Delivery Consultant Resume Examples & Samples
- Participate in overall OSC applications portfolio roadmap and program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed
- Ensure alignment with the OSC Applications Manager on introduction of new services and capabilities to ensure these services and capabilities are included in overall OSC Applications service catalog, including their SLA’s and costs
- Assist in the development and execution of strategies to effectively and efficiently deliver application maintenance and support activities across the NA region for OSC Scales & MES applications
- Identify and implement opportunities to leverage synergies across regional OSC applications and OSC global portfolio team
- Build and maintain a partnering relationship with the IT business partners; provide a single Service Operations focal point for Business/Function Leaders for their tactical service needs pertaining to the OSC Scales & MES applications
- Act as a tactical escalation point within OSC Applications Service Operations for Platform/BU IT business partners
- Participate in the rationalization and harmonization activities for OSC applications products and services
- Ensures processes and tools are executed and implemented consistently in alignment with end to end service delivery. Play the primary contact for the OSC applications for implementation of application support processes (incident, change, release, problem, service management)
- Understanding of manufacturing systems and plant processes utilized to make and move products
37
Cascna FN Trade Service Delivery Consultant Resume Examples & Samples
- 70% - Service Delivery Management/Operations
- Participate in overall CASCNA CA/FN Trade Applications portfolio roadmap and program planning to represent the service operations perspective ensuring service provider is prepared to support the program, and as projects move from development into a sustain mode service introduction is properly planned and executed
- Ensure alignment with the CASCNA CA/FN Trade Applications Manager on introduction of new services and capabilities to ensure these services and capabilities are included in overall CASCNA CA/FN Trade Applications service catalog, including their SLA’s and costs
- Assist in the development and execution of strategies to effectively and efficiently deliver application maintenance and support activities across the NA region for CASCNA CA/FN Trade Applications
- Identify and implement opportunities to leverage synergies across regional CASCNA CA/FN Trade Applications and Trade global portfolio team
- Build and maintain a partnering relationship with the IT business partners; provide a single Service Operations focal point for Business/Function Leaders for their tactical service needs pertaining to the CASCNA CA/FN Trade applications
- Act as a tactical escalation point within CASCNA CA/FN Trade Applications Service Operations for Platform/BU IT business partners
- Participate in the rationalization and harmonization activities for CASCNA CA/FN Trade Applications products and services
- Actively consult with Business(es)/Functions in the appropriate use and deployment of service solution capabilities and IT services (e.g. inputs to business plans, advice on overall cost management opportunities, etc)
- Ensures processes and tools are executed and implemented consistently in alignment with end to end service delivery. Play the primary contact for the CASCNA CA/FN Trade Applications for implementation of application support processes (incident, change, release, problem, service management)
- Strong background in a process oriented framework
38
Service Delivery Consultant Resume Examples & Samples
- Provide leadership, strategic and tactical direction, and planning for the Regulatory Data Applications
- Be responsible for directing the teams responsibilities throughout the SDLC
- Be the direct Business Partner facing technology liaison supporting the GBAM regulatory policy and operational procedures
- Manage system analysis and design to identify functional, process, usability, and integration opportunities within the Regulatory Technology portfolio
- Design and document technical components, facilitate development activities, and support comprehensive testing cycles to ensure acceptance for ongoing changes within the periodic release cycles
39
Service Delivery Consultant ERP Resume Examples & Samples
- 70% Service Delivery Management/Operations
- Prepare and present service reports identifying trends and patterns of interest
- 15% Service Delivery Strategies
- Participate with other Service Delivery Managers to partner with CSSP, finance, and Cargill Business Services (CBS) to effectively leverage internal and external capabilities
- Act as a tactical escalation point within ERP Applications Service Operations for Platform/BU IT business partners
- 15% Relationship and service management
- Participate in relevant governance teams to communicate/manage service levels, key project status, and vendor management as needed to help prioritize and manage investments for applications
- Masters degree in Business or IT
- Demonstrated skill in managing the delivery of services provided by third parties and internal IT providers through definition and maintenance of SLA’s
- Knowledge of and experience with Change Management
40
Service Delivery Consultant Trading Resume Examples & Samples
- Actively participate in supplier engagement by reviewing and agreeing on relevant service schedules and underpinning contracts
- Accountable for assiting in the set-up and management of a best in class Change and Release Management process that aligns to overall Cargill Global IT pratices and policies
- Build and maintain a partnering relationship with the IT business partners; provide a single Service Operations focal point for Business/Function Leaders for their tactical service needs pertaining to the Trading applications
- Assist IT business partners with the ongoing capturing and translation of business requirements into service requirements and service demand
- 2 years experience managing the delivery of services in a matrixed. environment with a diverse portfolio of suppliers both internal and external
- Strong background in ITIL (preferred) or similar process oriented framework
- Demonstrated experience with leaing change initiatives, within an IT context, and in a complex, multi-faceted environment
- Strong knowledge of IT Service management processes and practices
- Demonstrated strong and effective communications skills and working. relationships with colleagues throughout IT and the business at management level
- Business fluency in English. Mandarin is an Advantage
- Masters degree in Business or IT or equivalent experience
- Experience in service design and implementation
- Experience with in-house developed and package implementations
41
Service Delivery Consultant Resume Examples & Samples
- Position requires close collaboration with the Business Relationship Management team and the lines of business coordinators to plan/manage/execute the rollout for each department
- Oversee vendor engagement. Manage the relationship with the vendor to plan/manage/implement the product readiness for each phase. Review SOW hours/spend to ensure operations within budget ($60K and 300 hours)
- Executive Presentations / Analytics: gather, prepare, publish and present ETRP progress updates to senior executives - internally within Workspace Services and the lines of business
- Prepare analytics on results/reclamation by line of business and lead meetings to present
- Strong collaboration and partnership required with business relationship management, lines of business contacts, remediation specialists, communications, ITSM team, program management, service operations teams
42
Service Delivery Consultant ER Resume Examples & Samples
- Plan and manage discreet projects under the direction of ER/LES Operations Executive
- Draft project management documents including project charters, project plans, and executive presentations to support key projects
- Gather data from HR tools and systems and conduct analysis to support a wide range of business decisions and processes
- Document process and create Standard Operating Procedures
- Document processes and procedures and maintain and update existing content as needed
- Light administration – scheduling meetings, arranging travel, processing expenses, space planning, etc
- 3+ years of project management and/or process design
- Proven project management skills; detail oriented
- Demonstrated experience in managing change adoption with employees, managers, executives and key stakeholders
- Experience working as part of a structured project team with tight timelines and deliverables
- Ability to synthesize information into a compelling story and present findings in a concise manner for senior level executives
- Proven ability to build partnerships, address issues with creative solutions and to deliver results
- Must be resourceful, demonstrate exceptional organizational skills, and be able to work both independently, as well as within a team environment
- Strong Microsoft Word, PowerPoint, Excel, Visio and SharePoint skills required
- Personal desire to learn and develop; sees coaching as an opportunity vs. a criticism
- Previous experience developing and implementing service satisfaction measurement process; ability to analyze results and influence improvement opportunities
43
Service Delivery Consultant Resume Examples & Samples
- Assist client in identifying the client's critical workflows and document these; define test tools and test methodologies that are used internally on a client's side, add knowhow and efficiency to the process
- Analyze the client's SimCorp Dimension workflows (calculation, transaction, interface, reporting and other business flows); match those with scope requirements and defined business cases; create automated test scripts for testing purposes
- Execute regression test in the Client's environment
- Prepare test reports for Clients in cooperation HQ Test Management teamParticipate in analysis workshops for new or existing clients to define optimal test approachProduce and maintain internal documentation (Test Procedures and Guides)
- Test experience in Financial SoftwareExperience in Relational Database Management Systems (Access, MS SQL, Oracle or similar)
- Consulting experience a plusHigh analytical capacity
44
Usps-ito Service Delivery Consultant Resume Examples & Samples
- Desktop OS (XP, Windows 7)
- Ticket Workflow tools like Client Service Center, Remedy, etc.,
- Installation of new software for PCs/Laptops and Printers
- PC and Printer Component Replacement/Repair
- Testing and validation of new resource units and Software images during creation
45
Service Delivery Consultant Resume Examples & Samples
- Collaborate with leadership to define & execute strategic and operational initiatives associated with global delivery
- Problem-solve with stakeholders across levels to deliver strategic insights and recommendations on key initiatives based on industry trends and best practices
- Define and execute strategic & operational initiatives end to end
- Support Vendor Management operations and analytics and drive efficiencies
- 10+ years of overall IT industry experience with 3-5 years of experience at an outsourcing advisory firm, management consulting firm or equivalent program management experience for a technology firm
- A good understand of IT service provider delivery organization structure and cost structures
- Good exposure to Global Delivery Models, Pricing, IT outsourcing and awareness of industry trends
- Experience in managing large vendors or setting up vendor management function for Financial Services clients through outsourcing advisory firms
- Leader with strong project/program management, problem solving and analysis, written/verbal communication (framing and storytelling), and interpersonal skills with senior leaders
- Enthusiastic problem solver with a track record of structuring and executing complex analyses to support strategy, and works well in a constantly evolving environment
- Proven ability to assume a leadership role in resolving issues and acting as an arbiter / mediator between internal and external stakeholders
- Demonstrated results orientation, implementing practices and processes that drive accountability; willing to reexamine and adjust where necessary
- Experience with Big 4 consulting firms in an outsourcing advisory services team or market research firms tracking IT outsourcing trends
- Exposure to IT enabled services (Business Process Outsourcing) & Service provider landscape
46
Usps-ito Service Delivery Consultant Resume Examples & Samples
- Desktop OS (Windows 7, Windows 8.1, Windows 10)
- Familiar with using Ticket Tracking tools like Client Service Center and Remedy
- Intermediate and advance PC and Software Troubleshooting Skills
47
Service Delivery Consultant / CSI Analyst Resume Examples & Samples
- 10+ years of experience in IT service management processes and tools
- ITIL v3 or 2011 Service Management Practitioner Certification
- ITIL Continual Service Improvement Practitioner Certification or background in ITIL Continual Service Improvement
- Six Sigma Green or Black Belt Certification
- Functional knowledge of one or more ISO or similar processes
- COBIT v5 experience
- Experience with LEAN methodologies
- PMP certification or background in project planning and execution
48
Service Delivery Consultant Resume Examples & Samples
- Leading and Managing the implementation of new benefit programs
- Managing the ongoing program administration
- Primary point of contact from an operational perspective for Third Party Administrators as well as internal business partners in regards to Process questions
- Strong analytical skills and thorough knowledge of benefit plan designs
- Ability to process and maintain confidential, sensitive information Strong knowledge of benefits back-room operations
- Familiar with system data feeds, data flows, etc
- Strong organizational skills and able to manage multiple tasks in a timely manner
- Comfortable working independently with flexibility/adaptability
49
Service Delivery Consultant Resume Examples & Samples
- Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) and integrate technical knowledge and business understanding to create outstanding solutions for HPE and for customers
- Incident Management: Resolve most technical incidents independently within your technical area
- Problem Management: Proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of moderate complexity and risk
- Patch and Security Management: Apply patch and security changes per policy, monitor the environment for patch compliance
- Solution Design: Apply HPE solutions to meet moderately complex customer needs within area(s) of technical responsibility
- Quality: Provide continual Improvement recommendations /direction setting advice within work team
- Project Management: Participate in customer and internal projects, including transformation
- Customer Relationship Management: Balance internal needs with customers / internal businesses/end user’s needs within defined parameters
- Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Seen as a resource to the team within area of technical responsibility
- Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience
- General Project & General Financial Management
- Leadership for small customer(s)
- Advises or sets direction for: Technology sub-area; Operational policies/standards; Strategic policies/standards for team
50
Service Delivery Consultant Resume Examples & Samples
- Expert in one or more technology sub-areas
- Strong understanding of related technologies
- Influencing Others
- Customer/Vendor Management
51
Service Delivery Consultant Resume Examples & Samples
- Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk
- Integrates technical knowledge and business understanding to create superior solutions for the company and for customers
- Degree in Computer Science/information or its equivalent. Preferably with CCNP
- At least 6-7 years relevant experience in IT/Networking industry providing network operation support and administration
- Strong knowledge and hands on experience in the following products
- Cisco Routers and Switches
- F5 Load Balancers
- Firewalls (Nokia & Fortigate)
- WAN Optimization using Riverbed
- Network Monitoring Tools
- Strong working knowledge of the following routing protocols: RIP, EIGRP, OSPF & BGP
- Working knowledge on DNS, DHCP
- Self-Motivated and can work independently
- Ability to work and communicate with all level of management and staff with the business, other groups and vendors
52
Application Management Service Delivery Consultant Resume Examples & Samples
- Technical Knowledge: Apply technical knowledge (e.g. SAP, Java, .NET) to solve application issues with moderate risk/complexity. With minimal supervision, integrate technical knowledge and business understanding to create superior solutions for HP and for customers
- Incident Management: Resolve most technical incidents independently within technical area. Work with team members to resolve more complex or cross-technology incidents. Documents known errors and work arounds
- Escalation Management: identify potential escalations and alert management proactively. Manage basic escalations with customer
- Problem Management: Begin to proactively provide solutions to prevent problems from occurring in area of responsibility. Analysis of data and trends to define changes to increase application reliability, reduce maintenance costs, etc
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer needs within area(s) of technical responsibility
- Understanding of applications technology in direct responsibility
- ITIL Foundation Certified
- 2-5, previous service management / support experience, okay with shifting, okay with weekend/holiday work
- Oracle, SQL, PL/SQL, UNIX, Data Warehouse
- Good communications skills
53
Service Delivery Consultant Resume Examples & Samples
- Administration and monitoring of an enterprise level SAN environment
- Experience with Cisco enterprise switches
- Configure a Switch in existing fabric /Creating & Modifying Zone sets
- Creating VSANs, Fabric Extension and Fabric design and build
- Mapping & zoning of tape devices for LAN free jobs
- Data center backup and recovery
- System backup, restore principles and local remote replication
- 3Par, Cisco MDS, or Brocade Certification a plus
- 3Par Administration and Configuration
- SAN architecture
- Tape Library Configuration
- SAN and Storage Firmware Updates
- Hardware Troubleshooting
- SAN SME
- Tape Library SME
54
Service Delivery Consultant Resume Examples & Samples
- Strong Communication Skills / Executive Presence
- Must be well-organized with attention to detail and possess the ability to meet deadlines and handle multiple priorities
- Must be a team player with the ability to partner with and influence Business and Technology associates
- Ability to coordinate multiple activities and coordinate with team members to drive results
- Good analytical, problem-solving, business partnering, communication and presentation skills
- Quick learner with the ability to translate business processes a must
- Experience in data incident management or production operations
- Experience in metrics reporting
55
Service Delivery Consultant Resume Examples & Samples
- Leading and Managing the implementation of enhancements to existing integrations and new processes in Workday
- Identifying opportunities for data quality and transaction enhancements in Workday
- Partnering with HR to solicit feedback, drive requirements, and execute against those requirements
- Strong Workday report writing skills in order to query data as needed
- 5-7 years of HR Data/issue resolution background; Strong Process Improvement background
- Strong analytical skills and thorough knowledge of integration design; familiar with system data feeds, data flows, etc
- Workday - Knowledge of key business processes and various data elements in (e.g., what is stored on which object)
- Ability to assimilate complex data into a results-based story and effectively present the results; including the ability to develop concise, effective senior level presentations
56
Service Delivery Consultant Resume Examples & Samples
- Support Bank of America benefit plans appeals. Perform detailed research, coordinate with internal/external teams, present accurate, thorough review of case including identification of root cause
- Participate in all appeals review meetings, team meetings and vendor meetings as requested
- Understand, identify risk and areas of improvement in our processes; Maintain complete, accurate procedures and documentation
- Root cause assessment and presentation for benefits team consideration
- Other projects as directed
- Minimum 2-3 years strong project-management/skills
- Ability to prioritize and handle multiple tasks/stakeholders; strong organizational and time management skills
- Strong analytical and research experience; ability to assimilate complex data, connecting themes identified across various issues/areas
- Proactive problem resolution and follow-up initiative required
- Strong technical skills; Deep understanding of Microsoft Office suite - Excel, Word, PowerPoint, and general database functionality
- Excel and data management skills; ability to create, update and summarize reports to needs of the task
- Excellent written and verbal communication skills; communicates clearly, crisply, and candidly
- Demonstrates flexibility and thrives in a fast-paced, action oriented environment, with ability to juggle long term goals and short-term deliverables
- BS/BA Degree
- Knowledge of group benefits and or retirement plans
- Experience working with 3rd party or vendors
57
ITO Service Delivery Consultant Resume Examples & Samples
- Manage the implementation of large (scope and complexity) projects
- Ordering and procurement of Avaya and 3rd Party
- Logistics planning, delivery
- Manage a Program P&L for each customer
- Manage the project scope utilizing the appropriate change control process
- Develop and maintain the project schedule
- Facilitate internal and external project meetings to review status and address issues
- Manage risk through identification, quantification and mitigation
- Create and maintain a Communication Plan that facilitates the exchange of information amongst the project stakeholders
- Create regular and applicable reports with respect to the project status
- Ensure successful on-boarding of customers to Avaya service delivery, including GSS readiness
- Ensuring invoice-ability and establishment of BAU managed services
- Establishment of 3rd party support services (where required
- Bachelor's Degree with 8+ years or more of related technical and project management experience, or an equivalent combination of education and work experience
- High level knowledge of LAN technologies (CCNA preferred)
- PMP (Project Management Professional) Certification required
- ITIL® Foundation certification preferred
- Knowledge of Avaya Unified Communications and Contact Center solutions is considered a major plus
- Experience with delivery customer deployments or transitioning customers into service
- Must be able to communicate effectively in English with all customers and stakeholders. Mandatory requirement
- Must be able to manage large/complex custom projects with no supervision
- Candidate must be have the ability to operate in a fast paced environment undergoing tremendous change
- Candidate must operate extremely well under pressure
- Do everything as a team player, strive to learn, provide feedback, and share your knowledge
- Self sufficient, self starter, work with limited supervision
- Be creative, collaborative, and innovative, drive solution’s, utilize technical skills
- Exercise business acumen, be customer focused
- Works well both alone or in a team setting
- Strong verbal, written and presentation communication skills
- Ability to maintain an appropriate relationship with clients, make adjustments within constraints set to achieve the optimum results
- Conflict & Crisis Management skills
- (developing) General understanding of related technologies
58
Service Delivery Consultant Resume Examples & Samples
- Results-oriented resource who can develop and manage relationships across the technology based on trust, teamwork and knowledge
- Ability to recognize implementation planning opportunity to optimize cross-project dependencies for greater efficiency in project delivery
- Strong business, financial, network technology acumen
- Proven ability to resolve project issues and mitigate project risk by negotiating solutions that meet expected results
- Possesses in-depth knowledge of business, applications and applied use of technology
- Experience with Project Management methodology and tools such as Enterprise project and change standards, SDLC, Waterfall, Clarity, Discovery, SharePoint, MS Project, etc
- Ability to adhere to BAC Project Management governance frame-work
- Typically requires 8-10+ years of applicable experience
- Strong knowledge in one or more of the following Network product areas: LAN/WAN, Wireless, Voice, Load-Balancing, Content Mgmt, Perimeter
- Cisco certification
59
Service Delivery Consultant Resume Examples & Samples
- Providing consultation around recruiting processes and tools
- Support of technical environment (quality and efficiency) and supplier engagement
- Assist in driving efficiency and improvements within our infrastructure
- Understand and support WD reporting for Recruiting/Onboarding as needed
- Writing and executing test scripts, as needed
- Providing Workday subject matter expertise in area of recruiting and on-boarding functionality
- Work on major initiatives for the team with key suppliers to cover enhancements and data management efficiencies
- Identify risks and issues and lead implementation of mitigation actions
- Support documentation efforts as required (process maps, standard operating procedures, quick reference guides, etc
- Provision for support of critical business processes and deliverables, as required, based on volumes
- Contribute positively to the team and continuously build team relationships
- 2+ years Workday Recruiting and integration experience
- 2+ years project participation framework experience, ability to plan and execute flawlessly
- Analytical and presentation skills; ability to synthesize data into actionable reports and communicate concepts
- Innovative thinking
- Ability to navigate complex organizations
- Highly organized and numerate; attention to details
- Acts with a sense of urgency and drives issues through completion
- Possesses a “can do” positive attitude and a client-service mentality
- A team player who thinks and acts across-functions
- Proactive and focused on continuous improvement and is a numerate problem-solver
- Great exposure into data reporting and management, preferably in financial services
- Willingness to navigate unfamiliar territory and without extensive training or documentation
- Very proficient with Excel, Power Point, Visio, SharePoint
60
ITO Service Delivery Consultant Resume Examples & Samples
- (strong) understanding of technology in direct responsibility
- (developing) understanding of other technology sub-areas
- (strong) Customer Service
61
Service Delivery Consultant Resume Examples & Samples
- Performing 3 way reconciliations between payroll, general ledger and other systems/files
- Assisting in audits, compliance testing and ad hoc reports as required
- Supporting special projects and provide initiative and suggest best practice for improvements
- Providing guidance, communicating to and working with business partners around the globe in relation to payroll/compensation general ledger
- Being primary back-up for Time Tracking processes
- Testing WD releases, reporting changes, change requests, system fixes
- Supporting various Time Tracking reporting processes including report creation, distribution, report analysis and ad hoc reporting
- 3+ years of experience with payroll finance and/or compensation accounting
- Proven experience with proactive identification of issues, trends and executing solutions, with an emphasis on migrating risk
- Ability to effectively communicate with manager, peers and business partners
- Strong skills understanding transaction flows
- Previous experience with general ledger reconciliations
- SAP GL knowledge
- Oracle GL knowledge
- Experience with time tracking systems
- Workday
- Systems testing experience
62
Service Delivery Consultant Resume Examples & Samples
- Manages learning product communications to ensure integrated and consistent messaging aligned with key business priorities across multiple projects and products
- Manages communication, education and adoption timelines and work efforts for several projects simultaneously in a fast-paced, challenging environment with competing priorities
- Manages the learning product management communication, education and adoptions activities calendar
- Works with product manager and product consultant to complete audience impact analysis including scope of change for each audience (existing/new), communication and education and adoption needs for each audience, timeline for communication and education activities
- Works with teammates and L&LD partners to identify communication, education and adoption needs to develop an effective plan for the introduction of a new or enhancements to existing learning products
- Creates and distributes communications including written communications, preparing road show decks, coordinating and scheduling roadshows
- Engages the learning and design team to develop education plans for the introduction of a new or enhancement to existing products when there is major user impact
- Ensures communication and education processes are incorporated in the overall initiative business process documentation
- Works with product manager and consultant to develop education plans for the introduction of a new or enhancement to existing products when there is minor user impact
- May develop/update education materials, as needed
- Reviews communications developed by other members of the team to ensure brand compliance and human voice as well as LRC impacts
- 5+ years’ experience with focused responsibilities specifically around change management /adoption activities, involving communication training and engagement
- Excellent written and oral communication skills and ability to effectively utilize communications tools and mediums
- Proven ability to meet deadlines and manage in a changing environment
- Ability to effectively manage a work stream within a larger project
- Ability to operate in self-directed environment
- Strong relationship builder
- Strong influencing skills
- Works well with virtual teams
- Experienced and effective large and small group facilitation and presentation skills
- Strategic and analytical thinker with a drive toward execution and delivering results
- Flexible with the ability to handle a variety of tasks and projects independently/simultaneously while escalating appropriately
- Keen attention to detail and strong follow-through skills
- Demonstrated ability to prioritize work, manage results across competing priorities and tight deadlines
- Proficiency in Microsoft Office applications, especially PowerPoint and Word
- Instructional design or adult learning experience
- Experience with Business and Technology change releases as scheduled
- Technology and product knowledge experience
63
Service Delivery Consultant Resume Examples & Samples
- Effectively applies our methodology and enforces project standards to delivering with operational excellence
- Manage end-to-end process execution: design, development, administration and implementation with both Agile or DMAIC process and Six Sigma tools to successfully run and manage projects to successful completion
- Creates and executes project work plans and revises as appropriate to meet changing needs and requirements
- Strong process orientation and organizational skills – capable of thinking about processes end to end, mapping out milestones, deliverables, and communication plan, and considering pitfalls, barriers and opportunities along the way
- Partners across multiple teams (Learning, Technology, HR, Business Stakeholders) and varying levels of the organization
- Provides weekly communication of status and executive sponsor updates (key accomplishments, upcoming activities and issues) and ensures project documents are complete, current, and stored appropriately
- Triage reporting issues/recreate and identify specifics of issue to be escalated
- Identify impacts to reports related to issues, fixes, changes, and enhancements
- Define/validate report requirements
- Test and approve report changes/fixes
- Identify report communication needs
- Review/approve report communications
- Provide instruction on report usage/generation
- Interface with MicroStrategy resources on report issues/requirements/change requests
- 2 + years previous project management experience
- Ability to synthesize large amounts of data and summarize the salient points in effective communications to differing levels of leaders
- Promotes teamwork and collaboration
- Strong organizational skills; ability to handle multiple competing priorities in a fast-paced environment
- Leadership Development or Human Resources related function experience
- Six Sigma Green Belt / Black Belt Certification
- Previous experience/exposure to vendor management programs
- MicroStrategy
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ITO Service Delivery Consultant Resume Examples & Samples
- Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity. Integrate technical knowledge and business understanding to create superior solutions for the company and for customers
- Incident Management: Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents
- Change Management/ Implementation: Independently implement changes/solutions to meet customer and/or trade/the company Information Technology infrastructure needs within area of technical responsibility
- Patch and Security Management: Apply patch and security changes per policy
- Solution Design: Understand the company solutions set and be able to apply these solutions to meet customer and/or trade infrastructure needs within area of responsibility
- Quality: Provide continual improvement recommendations for direct responsibility area (process improvement, technical standard updates, etc)
- Customer Relationship Management: Set expectations with customers and/or internal businesses/end users within defined parameters
- Teamwork: Work as part of a team, which may be virtual and/or global. Typically advises or sets direction for
- Single customer/small group of similar customers
- Country or sub region
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Service Delivery Consultant Resume Examples & Samples
- IT degree preferred or substantially equivalent experience. Typically requires a minimum of 5-7 years of applicable experience
- Strong customer-focused approach
- Excellent PowerPoint skills
- Strong design and problem solving skills
- Proficiency in abstract logic and complex design challenges
- Strong communication and negotiation skills
- Collaborative work practices
- Experience in organizing and leading diverse, multi-level stakeholder meetings involving a mix of Tech and Business participants
- Proven ability to drive prioritization discussion and resolution where potentially strong differences in opinion may be common
- Proven relationship management and coordination skills
- Knowledge of financial services
- Solid understanding of the business requirements gathering process for business intelligence/measurement projects
- Familiarity with financial brokerage, banking and marketing campaigns
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Service Delivery Consultant Resume Examples & Samples
- Time apportionment, tax reporting and withholding on deferred compensation
- Provide critical role in the compliance with international tax laws & regulations through auditing, monitoring and reconciling transactions
- Assists the team by supporting key year end processes and enterprise projects
- Respond to inquiries & escalations
- Provide analytical and administrative support for ongoing projects and initiatives. Identify root causes of issues, risk identification, and implement key controls and opportunities for client experience and GHR process improvements
- Compensation, Equity and / or Executive Compensation experience
- Experience in US expatriate tax, and knowledge of UK or other jurisdictions’ taxation is a plus along with experience in the financial services industry
- Accustomed to work in a global team across time zones
- Ideal candidate must have excellent oral & written communication skills; ability to articulate complex concepts to a non-specialist audience
- A team player who thinks and acts cross-functions, proactive and focused on continuous improvement
- Attention to detail with strong analytical capabilities, adept in handling quantitative data, and ability to multi-task
- Demonstrates a sense of commitment to work and willingly assumes responsibility for accomplishing objectives; is dependable, and conscientiously follows through on commitments
- Highly organized with ability to drive many competing priorities
- Strong PC skills including Microsoft Word, Excel and Power Point
- A minimum of three years of related professional experience and/or Bachelor’s degree is preferred
- Proficiency with Big 4 accounting firms’ equity tracking tools
- Benefits Online (BOL) is useful
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Service Delivery Consultant Resume Examples & Samples
- IT degree preferred or substantially equivalent experience
- Typically requires a minimum of 5-7 years of applicable experience
- Knowledge of digital development and measurement
- Advanced knowledge of Excel
- SQL query language skills
- Solid understanding of the business requirements gathering process for business intelligence/measurement project
- Familiarity with digital data capture, database/data aggregation, UI and data science/machine learning concepts
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Service Delivery Consultant Resume Examples & Samples
- Familiarity with Enterprise Production Support & Enterprise Change processes
- Ability to analyze, manipulate, and present data
- Excellent verbal and written communication skills with all levels of the org
- Self-directed, analytical, detail oriented and thorough
- Proficiency in MS Office suite, especially MS Excel (macros, pivot tables) , PowerPoint, Word, SharePoint, Visio
- Management and/or team leadership experience
- Strong support or developer background
- Six Sigma preferred or Strong statistical/analytical background – ability to identify and evaluate root cause
- ITIL Certified
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Service Delivery Consultant Resume Examples & Samples
- Manages end-to-end process execution: design, development, administration and implementation with both Agile or DMAIC process and Six Sigma tools to successfully run and manage projects to successful completion
- Partners with Vendors and GHR Technology teams to coordinate and track ADSF and ANR reviews against multiple products
- Familiarity with eLearning content development practices
- Familiarity with eLearning content products, tools and technology (e.g. Lectora, Captivate, SCORM, Safari, Lynda.com)
- Familiarity with Bank of America’s GTO organizational structure and procedures
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Service Delivery Consultant Resume Examples & Samples
- Refinement and simplification of our communication strategy between service provider partners as well as line of business
- Management and tracking of non-core base activities where Base team members are supporting – includes initiative work as well as service provider support
- Own decommission strategy, timeline and expected savings for every application in the portfolio
- Engage with Architecture team to keep application roadmaps current based on changing business strategies
- Provide oversight of routines with Application Architecture leads to identify preventative action opportunities on all Incidents – anticipated to reduce production incidents overall
- Creative thinker – ability to identify solutions which simplify the environment
- Self-starter requiring little manager oversight to complete day to day tasks
- Domain knowledge of the Mortgage Servicing environment including both application and business acumen
- Exceptional soft skills and the ability to communicate to various levels within the organization as well as to both technology and business partners appropriately
- Strong organizational skills – ability to manage multiple efforts simultaneously
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Service Delivery Consultant Technical Analyst Resume Examples & Samples
- Strong understanding of database concepts like (views, primary keys, table joins)
- Strong excel skills (vlookup, pivot and other excel analytics features)
- Excellent SQL skills (SQL and Transact SQL)
- Technical: ETL, DB development, SQL, Teradata, Quality Center, Macros, Excel/Access, PowerPoint, Perforce
- Ability to interpret data lineage
- Ability to develop and convey a point of view
- Ability to quickly navigate a complex organization
- Strong verbal and written communication ability
- Collaborative and takes ownership to ensure the quality of the product
- Test Automation Understanding and Experience
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Service Delivery Consultant Domain Specialist Resume Examples & Samples
- 4-5 years Business Analyst
- 5-7 Years of SQL Experience
- 2+ years of Testing Experience
- 1+ years of Metadata, Data Management experience
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IT Service Delivery Consultant Senior Resume Examples & Samples
- Responsible for ensuring the internal processes related to Information Technology (IT) Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability
- This role will leverage processes, utilizing Information Technology Infrastructure Library (ITIL) best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives
- Primary areas of responsibility will be the areas of Incident, Problem, Change and Availability Management
- This role will also ensure that IT has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization
- 10+ Years Ten plus (10+) years of experience with some Project Management and Customer Service skills, along with a general understanding of related technologies
- Information Technology Infrastructure Library (ITIL) version 3 Foundation with additional ITILv3 certifications recommended
- Must have a DoD security clearance or ability to obtain a clearance
- High school Diploma or General Equivalency Diploma (GED)
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Service Delivery Consultant Resume Examples & Samples
- Maintain security, monitoring performance, and issue resolution of Techline DMS system to meet SLA deliverables on uptime
- Have the availability to be 99.5% calculated based upon hours of operation
- Have the ability to scope work request requirements, estimate resources to complete, and ability to execute. Execute coding, testing and implementation for deployment of work order
- Complete daily/weekly/monthly reporting and client invoicing
- Ensure that Techweb (Knowledge Management) and its functions are current and available to the team when needed
- Maintain the LAN section with relevant information as new support tools are made available to the team
- Techweb Administration
- Ensure standards being created are being met by all new Techweb Authors being trained
- Continue to simplify navigation and use of Techweb to help current users as well as to prepare for possible Global Techline Pilot inclusion
- Typically requires 1-3 years general experience, or equivalent combination of experience and college level education
- SQL—Sybase is what DMS currently uses but experience/education with MySQL, Oracle SQL, Microsoft SQL, etc. are acceptable since the concepts are the same
- Unix—Command line and Shell scripts
- Vi editor—Can be any variation of vi such as vim or gvim
- FTP client— Any FTP client
- HTML
- Web hosting—Techweb is hosted using Microsoft IIS, but experience with Apache is also acceptable since the concept is the same
- Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
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Service Delivery Consultant Resume Examples & Samples
- (developing) understanding of technology in direct responsibility
- (developing) Customer Service
- (developing) Project Management
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Service Delivery Consultant Resume Examples & Samples
- Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk. Integrate technical knowledge and business understanding to create superior solutions for company and for customers
- Incident Management: Resolve single- and cross technology incidents independently. Work with team members to resolve unusually complex or cross technology incidents
- Escalation Management: identify, manage, and lead escalations through L3. Work with others to help manage escalations through L5
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/company Information Technology infrastructure needs. May lead or participate in a Change Advisory Board
- Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment
- Solution Design: Apply company solutions to meet highly complex customer and/or trade/companyIT infrastructure needs
- Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation
- Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer
- Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area. Typically advises or sets direction for
- Group(s) of customers with similar needs
- Region
- Strong understanding of technology in direct responsibility
- Understanding of other technology sub-areas
