Service Delivery Lead Resume Samples

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E Sawayn

Eden

Sawayn

4453 Markus Mission

Phoenix

+1 (555) 688 8933

4453 Markus Mission

Phoenix

Phone

p +1 (555) 688 8933

Experience Experience

Chicago, IL

Service Delivery Lead

Chicago, IL

Schumm LLC

Chicago, IL

Service Delivery Lead

Drive continuous improvements in the delivery of IT services, establish both performance targets and stretch goals
Provide standardized reporting to the management on change/incident/problem management, including trend analysis and recommendations
Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning
To provide reports to an agreed schedule (or on request), including management summary and detailed performance reports
Lead employees using a performance management and development process by goal setting, feedback
Good management of performance and drive for continuous improvement
This position is focused on providing end-to-end management and support through pre sales to post sales for managed services accounts

Philadelphia, PA

IT Service Delivery Lead

Philadelphia, PA

Fay, Cummerata and McCullough

Philadelphia, PA

IT Service Delivery Lead

Assist entire IT Team in evaluating risks and issues to relevant Managers and/or the IT Service Delivery Manager
Solid working knowledge of ITILv3 Service Management framework and practices
Assists the IT Service Delivery Manager in driving Service management best-practice and process standardization across the enterprise
Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system
Creates and supports reporting (KPIs, customer/vendor SLAs, and Trending) for IT Management and Business Partners
Interface and communicate with project teams, management and stakeholders on a regular basis, to create a program culture of inclusion and transparency
Manages event response with necessary escalations are executed properly

present

Houston, TX

IT Service Delivery Lead Dar Es Salaam

Houston, TX

Leuschke, McKenzie and Crooks

present

Houston, TX

IT Service Delivery Lead Dar Es Salaam

present

Develop and manage relationships with business partners
Finance for Non Finance Management
Manage budget Financials relating to IS function within the market
Manage signed off for new project initiatives when introduced
Budget management
ITIL Foundation for IT Service Management
Vendor Management process

Education Education

Bachelor’s Degree in Computer Science

Adelphi University

Bachelor’s Degree in Computer Science

Skills Skills

Strong analytical skills to resolve problems quickly and to continually review and change practices for maximum efficiencies
Highly motivated, goal/results oriented with the ability to be flexible and an effective change agent
Excellent problem-solving ability
Knowledgeable in IFM management model
Knowledgeable in Project Management, high sense of cost effective, task-oriented in delivery
Good planning skills, and ability to meet budgeting and time commitments
Good knowledge and understanding of industry trends and technical aspects of the job
Is highly motivated and adaptable
Very good knowledge of ServiceNow (advanced user)
Basic knowledge of

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Service Delivery Lead Resume Examples & Samples

Maintains an understanding of all major problems, issues, trends, and changes in the supported environments
Partners with Technology Development, EI & Production Operations and LOBs executives and senior management to ensure awareness of service issues, trends, and mitigation plans
Continuously seeks improvement opportunities to ensure service availability & P& C Canada expectations are managed and met
Facilitates effective working relationships between P & C Canada & technology partners through value-added representation of each business groups service needs, priorities, and issues
7/24/365 on call requirement in support of major incidents coupled with MIRT participation
Tracks incidents to ensure root cause is identified, mitigation plans are in place and summaries provided to business partners
Governs control mechanisms for reliable and available service to P & C Canada in accordance with SLAs
Acts as escalation point for systemic customer satisfaction issues in P & C Canada groups
Implements standards for technical documentation, incident and problem management, and management reporting
Is responsible for ensuring continuity, availability, and service restoration
Expedites timely, efficient, and effective resolution of service issues in order to optimize reliability and availability of systems
Represents CIO Teams at client’s Executives/Senior Management committees and meetings to ensure responsive and comprehensive understanding of issues and opportunities
Recommends integrated solutions and opportunities to CIO’s and their Senior Managers to increase quality of service and client satisfaction
Acts as a mentor for Service Governance Consultants
Serves as point of escalation to P & C Canada for service issues
Accountable to ensure timely and effective resolution of service issues for P & C Canada to optimize availability and reliability of service
Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectiveness
Possesses a university degree/college diploma in related discipline(s) or equivalent work experience, and/or 10 years experience in operations management position
Exhibits a proven track record in achieving or exceeding objectives
Possesses expert communication skills, both written and verbal
Good understanding of statistical and analytical principles and processes
Proven ability to manage in crisis situations and work under high stress conditions
Illustrates expert planning and project management skills
Is highly motivated and adaptable

Infrastructure Service Delivery Lead-infrastructure Platform & Deployment Resume Examples & Samples

Work with key stakeholders to ensure that overall business and IS goals for delivering technology-based services are met
Function as a Service Delivery manager to communicate with key stakeholders regarding Infrastructure Build Projects and Services, issue resolution, infrastructure changes, and other pertinent matters that impact customers
Regularly review service delivery performance and make recommendations to enhance service or adjust to changing business needs
10+ years of overall professional experience in a large-scale distributed environment, with a minimum of 5 years experience in a technical lead or management role
5+ years in systems administration, storage management, database web administration
Mandatory experience with UNIX, Windows and relational database management
Broad technical background in Application Services and distributed technologies
Experience in one or more of the following disciplines is highly preferred
Technology Build Services
Infrastructure Deployment
Operating System, Network, Storage and Backup Provisioning
Server Integration involving Software installations, Clustering and File System Creation
Database & Web Platform Deployment
OS/DB/Web Changes
Proven analytical, planning, metrics, problem-solving, negotiation and decision-making skills
Proven ability to multi-task and have a sense of urgency and attention to detail in a fast paced and changing environment
Strong interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others
Ability to interact with individuals on all organizational levels
Technical certification(s) in defined best practice technologies (MCSE, CCNA, CISSP, etc.) is preferred
Professional certification(s) in a defined best practice methodology (ITIL, HDI, Six Sigma) preferred
Bachelor's degree or higher, preferably in a technology/business related discipline, or relevant work

Global EM Service Delivery Lead Trade Management Resume Examples & Samples

Strategic planning of the Environment team book of work, and working with application developers and IT operations to support customer-specific production and UAT systems
Management of escalation issues within the team and wider department, and responsible for preventing re-occurring incidents
Ensure coordination of department across line teams to manage production incidents
Management of Production infrastructure and co-ordination of 2nd line Production support escalation
Define processes for access rights for specific systems. Improve monitoring of systems and hardware in order to minimise future incidents
Provision of BAU support for the Trade Flow development teams (consists of ~80 components on various platforms)
Manage project book of work. Projects range from adoption of new technologies to managing DR tests and patching cycles
Manage, in conjunction with project managers, the release of code from UAT to Production
Manage the code release of components from Development to UAT
Manage the provision of global development and UAT environments for both internal clients (developers, QA team) and external clients (other systems that hook-up to department resources)
Liaise with infrastructure teams where required – across NT administration, Sybase and Oracle DBAs
Work closely with Change Management and Quality Assurance functions on production release cycle, ensuring environments are available and correctly configured for testing
Work on process automation to improve the efficiency of both environment management and release management process
Create and maintain documentation on the environment processes

Business Service Delivery Lead Resume Examples & Samples

Proven experience across multiple and various systems; (ex: cloud-based, Salesforce.com, CRM, chat, etc.)
Include a broad spectrum of asset responsibility
Proven experience in working with both business and IT organizations
Demonstrated ability to lead in a cross-functional environment to design and develop solutions to maximize business results
Demonstrated ability to manage multi project simultaneously using standard project management methodology; i.e. Waterfall, agile, etc
Demonstrated ability to lead/manage multi-asset, cross-functional, solutions through release cycles from scoping to stability
Demonstrated ability to capture, organize, analyze and communicate multiple levels of data in a concise manner to drive decisions and alignment across business and IT, regions and management layers
Demonstrated ability to manage a diverse team at the highest performance and highest quality while under tight deadlines and constant change
Demonstrated ability to support Management of Change activity to minimize data capture time, communicate impact clearly, and gain strong alignment
Strong affinity and understanding of IT systems and technologies
Ability to translate business needs and requests into detailed steps and requirements
Multi-region and/or Global exposure an asset
Practical knowledge of Customer Support environment which supports Warranty / OOW Services
Expert in use of MS tools including ppt, excel and project
Proficient with Provision process management tools an advantage
PMP Certification an advantage

Service Delivery Lead Resume Examples & Samples

Typically Bachelor's degree or equivalent experience required
Solid understanding of the vendor industry, permit processes, regulations, and internal HP standards
Good communication, influence, presentation, and negotiation skills
Basic business acumen
Good team work and collaboration skills
Fluency in English and Chinese

Connectivity Services Operational Service Delivery Lead Resume Examples & Samples

Ability to assess production and operational events as they relate to the stability, security and effectiveness of the connectivity services technologies. Specific focus on incident and problem management activities
Participate and lead SLA review and assessments on a regular basis
Work closely with other CS groups to promote activities of connectivity services team and ensure visibility of projects, issues and changes impacting end users. Enhance cross-team collaboration and knowledge development along with these technical partner teams
Ensure all Connectivity Services service catalogue items are supported, maintained and managed to provide the Credit Suisse business portfolio with a robust, stable and innovative technology platform
Work with BT to handle and communicate escalations for incidents related to the service. And where required manage major incidents
Enhance cross-team collaboration and knowledge development along with these technical partner teams (engineering, deployment, operations, etc.)
Work with GPS and vendor management teams to onboard new products, processes and represent RDO as required in meetings and to ensure acceptance into service is successfully delivered
Develop and enhance our regional and global operating models through increased cross regional and functional engagement including GOSM activities
Equally adept at articulating network team's analyses and recommendations to management as well as discussing technical details with engineers

L DDI Service Delivery Lead Resume Examples & Samples

Advanced UNIX scripting capabilities
SQL & Sybase
4 Year college degree in Computer Science, Engineering, or related technical degree or equivalent experience

Senior Manager Workday Service Delivery Lead Resume Examples & Samples

Acts as the primary contact between Avon and the Workday HR Service Provider
Monitors and ensures adherence to the activities set forth in the Master Services Agreement (MSA) between Avon and the HR Service Provider
Facilitates the global governance process to effectively and efficiently address issues or exceptions arising from the performance of services, including change requests
Collaborates with COE process owners and outsourcing providers to identify, prioritize and execute continuous service improvement opportunities
Assists in monitoring the overall financial performance of the outsourced relationship including benefits realization, budgeting, forecasting, and auditing functions associated with the MSA
Develop and sustain a strong relationship with service provider and maintain frequent interaction with internal Avon client groups to gather and analyze internal requirements
Together with Service Provider and in alignment with Avon internal teams, manage governance process framework and ensure common standards and methodology as this relates to work intake processes, demand & consumption management, incident management , issue management and others as needed. Establish templates and processes as needed to ensure service quality and compliance. Ensure adherence to defined processes and standards across all service streams
Participate in cross functional effort to develop a balanced scorecard of service provider performance
Monitor services regarding quality, performance, costs and reliability
Be a primary resource for Avon interpreting SLA contractual framework and provide guidance as needed. Define clear service levels and measurement criteria for service delivery following the SLM process
Manages and validates status and logs of critical and escalated issues; manages process of moving escalated issues to the appropriate executives and ensures that decisions are made within the defined time periods
Defines and manages emergency management procedures to minimize the impact on Client HR and linked operations
Leverage contractual framework for continuous improvement to drive vendor performance improvement and innovation
Effective service provider management, stakeholder management and internal customer relationship management
Operations and Project Management experience, escalated Operational Management, Critical Issues Management, Emergency Management
Understanding of organizational dynamics of a global corporation, operating culture, effective work styles, and achieving results in a change environment
Strong interpersonal skills and highly developed communication skills for effectiveness in face to face meetings, presentations and in written form and the ability to effectively build alignment and influence others in a matrix environment
Use business judgment when assessing requirements and performance; determine impact to contractual obligations as these relate to performance and reporting. Develop in-depth contract knowledge required to be effective in this role
Strong organizational skills are required as are the ability to create energy, excitement and personal investment in others

Service Delivery Lead Resume Examples & Samples

Delivery Management, Project Management, Time Management, Transformation experience
Manage the delivery of high quality service & support for Production Application Support. Interfacing with Business aligned IT streams within Group Technology such as Fixed Income, Equities
End to end operational focus - Application, Infrastructure Support, Operational Costs & Productivity, Utilization, Quality, Incident, and Problem & Service Level Management. Drive continuous service improvement within the team
Tool consolidation & re-engineering to fit the operating model and/or company strategy. This will include alignment to standard tools and reports
Experience in dealing with Senior IT Stakeholders
Operating in a Global team environment
Hands on ITIL implementation experience

Service Delivery Lead, Pune Resume Examples & Samples

Responsible for the continued Integrity of the Managed Reporting Platform (MRP) Data Model
Build out of Oracle components of MRP Platform
Performance Tuning and analysis of the MRP platform
Ensure consistency of the data model to the Data Dictionary
Properly documenting the data model
Support the realisation of the Target State Architecture
On-going support/investigation of issues with other team members
Finance or Risk experience (ideally in Capital Markets) specifically within Mgmt Performance reporting
Familiarity with Performance KPIs (EP, RoA, NNM etc - what they are, how they are calculated)
Understands hierarchies / reference data and how it integrates to the data sets
Experience with Group-wide reporting
Working within an MI reporting environment, including solid understanding of BI concepts and approaches
Experience of working across the software delivery lifecycle and able to contribute as appropriate in support of requirements, design, testing etc

Infrastructure Service Delivery Lead Resume Examples & Samples

Lead organizational, operational or technological change
Accountable for Infrastructure Deployment: 1) reporting & analysis (includes: Logical Provisioning, OS/Database/Web Server Projects and Change Management); 2) creation and maintenance of Service Level Objectives, 3) management communication, and 4) relationship management
5+ years understanding/using TAMS, Prime, EURC or myCompute (including myWork) tools and work flows (processes)
Proficient with Microsoft Office; specifically PowerPoint and Excel
Excellent written and verbal communication skills; including solid presentation skills
Existing knowledge and relationships with internal/external IPD & LOB Technology partners
Experience with Business Objects/Qlikview reporting tools or SharePoint workflow or SQL

Regional Service Delivery Lead Resume Examples & Samples

Ensure all service and project changes and implementations have appropriate regional support
Provide regional leadership for network support functions, and network service changes and implementations
Ensure regional support functions are defined, documented and agreed upon and are consistent with global standards and policies
Ensure regional support functions are performed as defined and appropriate controls are in place and effective
Responsible for regional delivery of support functions that support network services
Responsible for ensuring regional network support functions are appropriately managed and all controls are defined and implemented across the regional functions of the network support environment
Ensure regional network services have necessary support functions to provide appropriate service levels
Participate in vendor relationship management and serve as an escalation point for vendor performance issues
Coordinate with Project Management to gather and communicate project status, and manage client expectations by clearly communicating delivery times and managing client related issues throughout the project lifecycle
Coordinate with Service and Product Management to ensure all service changes are fully implemented within the region and all appropriate support services are in place
Coordinate with Account Management to ensure that client requirements are met and service performance is appropriately communicated
Coordinate with Project Management to ensure all projects are appropriately supported

Service Delivery Lead Europe Resume Examples & Samples

A masters degree in Information Management related area
Minimum 7-8 years of experience in managing infrastructure delivery and support
Experience in managing multidisciplinary teams
Broad knowledge of customer and service oriented way of working
Thorough knowledge of the workplace, connectivity and data center services areas
Excellent communication skills and fluent English language skills

Global Analytics Center of Excellence Service Delivery Lead Resume Examples & Samples

Learning and Development: Manage the analytics learning and development eco-system including competency management, curriculum development, analytics learning environments, and learning measurement
Deep understanding of the analytics market space
Ability to articulate the business value of analytic solutions and strategy
Understanding of the analytics technology ecosystem and relevance to business solutions
Working knowledge of areas such as data management, analytics development methodology such as CRISP-DM, visualization and reporting techniques
Formal understanding of any conventional (industry adopted) System/Software Life Cycle (i.e.: cascading SDLC/SLC, Iterative, Agile, etc.)
Process design and modeling knowledge and/or experience: business process modeling, performance analysis, operating model design
Learning and development knowledge and/or experience: learning strategy development, instructional design, training delivery
Experience in driving organizational change in these domains
A minimum of 8-10 years related work experience

Data Center Service Delivery Lead Resume Examples & Samples

Installing/de-installing/relocating all distributed systems and network hardware (CSUs, DSUs, routers, switches, encryptors, firewalls, etc.) in the Data Centers within the internal service level mandates
Installing/extending/relocating/testing all carrier circuits to the network hardware
Installing/de-installing/relocating all patch cabling for systems and network hardware
Installing/de-installing/relocating all Data Center hardware
Assist with the coordination of cabinet power, circuit, and patch infrastructure installations w/various facilities, electrical, and communications vendors
Assist w/the coordination of network component configurations
Coordinate and Install SAN cabling infrastructure
Managing network ports and assist with all consumable capacities. (cables, labels, tie wraps, rail kits, etc.)
Maintaining the integrity of the data center facilities, systems, and communications environments through general housekeeping practices and best operations practices
Provide hands-on, break/fix level 2 support for the data center systems and communications environments
Coordinating, and approving data center infrastructure change controls
Ensuring compliance with data center standards, policies, and processes for all non-DCSD sponsored changes
Performing required compliance activities
Producing network consumables updates and contributing to weekly management reports
Coordinate activities in support of all projects and technical requests within the Data Center
Manage CTI-approved third party vendors in support of local/regional business service commitments and to assure adherence to Corporate and CTI standards
Provide clear and detailed turnover to next shift workers for continuity
Required skills include 3+ years experience in the implementation, maintenance, and analysis of data center facilities, hardware, communications infrastructure, strategies, tools and effective troubleshooting techniques
Basic background on enterprise data center facilities and infrastructure environments such as PDUs, RPPs, network and SAN infrastructures
In depth knowledge on complex, corporate-wide, internetworked environments involving a combination of switched/routed/shared Ethernet, TwinAx (10GigE, GigE, 100M, and 10M), SAN, and wide area connectivity
Strong knowledge of WAN technologies (OC-x, DS-x), subnetting and TCP/IP protocol a must
Excellent communication and writing skills a must. Knowledge of trouble ticketing systems, change control, project processes and associated tools
Logical problem solving techniques and associated experience in system, data center facilities, and telecommunications
Experience with project management
Financial Services industry knowledge a plus

Gti-service Delivery Lead Resume Examples & Samples

Understand the service delivery profile of the location. Ensure the service that is provided matches the requirements of all LOBs through regular reporting reviews and improvement programs
Ensure the effective management of change, driving awareness and managing scheduling / prioritization issues
Risk Management
Understand and manage the risk profile of the location, providing updates and reporting as required. Report to the location operating committee and regional risk management when required
Monitor and engage all risk forums for the location, ensuring adherence of the control environment and that all local GTI Groups follow respective and resultant action plans, ensure all location Managers sign off and approve their respective controls, creating evidence as necessary
In conjunction with Senior Technology Officer, represent technology infrastructure in discussion with regulators, ensuring that all technology infrastructure is setup appropriately under the guidelines provided by those regulators
Capture Project demand, promoting awareness and utilization of standard service offerings ; Monitor, report and communicate status of Projects impacting location, supporting timely remediation of issues
Ensure that asset management processes and procedures are implemented and followed at all times

Global Reconciliations Utility Service Delivery Lead Resume Examples & Samples

7+ years of reconciliations experience
Project Management certified i.e. Prince 2, PMP
Process Efficiency qualification i.e. Lean, Six Sigma
Outstanding in either TLM, Intellimatch or CTC plus proficient in Microsoft Office Suite
Detail and service oriented

Service Delivery Lead Analyst Resume Examples & Samples

Serve as operational delivery expert for all application areas of the CCL platforms wing-to-wing, including triaging, status update, escalation etc
Lead IT team of contractors to develop and execute on multi-generation support plan meeting global finance/supply chain program growth/deployment initiatives
Own cross-business and cross-functional client-relationships with Local Finance/Corporate Controllers and the Industrial Business Units
Work as a trusted business partner with finance leaders and users to evaluate and improve business processes and arrive at short term workaround as well long term fixes for all system issues
Drive program support activities, including the development of internal and external communications, establishing smart metrics and benchmarks and creating optimization and continuous improvement plans
Meet SOX, audit and period close control/integrity requirements including periodic application security reviews with Risk organization
Partner with Global IT Operations to address hardware and infrastructure related issues/changes spanning multi-tiered ERP, Integration and BI architectures
Lead in the evaluation and implementation of third party software solutions
Bachelor's Degree in Computer Science, Information Management or other technical / IT field, Engineering, Finance, Accounting or similar discipline OR a minimum 6 years of relevant IT work experience
Experience in Information Technology leading and managing the delivery of sustainable, highly reliable global technology platforms
Demonstrated experience with large Enterprise Resource Planning Application (ERP) architectures involving multi-generation implementation program and world-wide operating shared services hubs
Demonstrated experience with financial and/or light supply chain manufacturing systems and processes
Extensive experience in providing Global operational platform service excellence using Oracle EBS Release 12/Fusion Release 10 Financials and/or Supply Chain applications
Fluency in English next to Spanish

Service Delivery Lead Resume Examples & Samples

Primary areas of responsibility
Highly motivated, goal/results oriented with the ability to be flexible and an effective change agent
Demonstrated ability to push back and escalate when required, as well as make independent decisions that will keep the activities moving forward, if necessary
Ability to develop solid working relationships across organizational, functional, and geographic boundaries to define project requirements, identify resources, and execute project deliverables
Skill in analyzing project issues and identifying mitigation alternatives
Able to flex work hours to align schedule with people in different time zones (U.S., Europe, Asia-Pac, India, CANLA); experience working with and supporting virtual teams
Strong written and verbal communication skills, including presentation skills
Ability to conceptualize and quickly assess the impact and opportunity of any situation to meet business needs
Ability to develop presentation material on project/program activity and to make recommendations to both IT and business level audiences as appropriate
Ability to deal tactfully and confidently with customers/personnel at all organizational levels in independent and often stressful and ambiguous situations
Demonstrated ability to think creatively, and anticipate problems and opportunities
Strong process orientation
ITIL background in an environment with a high degree of ITIL and process discipline

IT Service Delivery Lead Resume Examples & Samples

Bachelor degree in Computer Science or a related discipline with five to ten years of diverse experience in multiple areas of technology
Demonstrated understanding of operations best practices, including performance measurement, capacity planning, and all aspects of operational processes
Self-directed problem solving skills demonstrating an ability to make high quality judgment decisions quickly
Strong organizational and planning skills with the ability to translate details into business solutions with a customer-service mindset
Ability to gather requirements, communicate risks, issues, decisions, action items and dependencies in an appropriate manner
Prior experience working in an Information Technology organization
Experience working in cross-functional teams of internal and vendor resources in a Matrix based structure
Advanced degree in Computer Science, Information Systems, Business Administration or a related discipline
Experience working for a Global, Multi-national organization
Working knowledge of one or more Infrastructure and Operations competencies (Data Center Architecture, Networking, Telecommunications, Information Security, IT Service Desk)
ITIL, PMP or Scrum Master Certification
Prior experience in project management or technical delivery of Cloud based solutions and/or migration of on premise solutions to the Cloud (we are using VMware and AWS)
Portfolio and program planning
IT Organizational Strategy

Service Delivery Lead Resume Examples & Samples

Bachelors degree plus 2 years experience or 6 years equivalent work experience
Strong MS Office skills - Excel, Project, PowerPoint
Demonstrated Project Management skills
Aerospace industry experience is a plus
Engineering software knowledge (IBM Rational, Catia etc.) is a plus

Service Delivery Lead Resume Examples & Samples

Service Offerings
Solid understanding on tools, methods, approaches used within online/relationship marketing
Extensive project management skills
Quality and time-bound conscious
Experience in managing agency relationship
Experience in managing a complex stakeholder environment
Strong verbal and written communication skills (English) in an international environment
Attention to details
Ability to operate well in fast-paced, collaborative environment
Excellent problem-solving ability
Leadership to lead/manage various stakeholders in multiple countries
Basic marketing and solid online marketing knowledge and experience to understand publishing and production process
Fluent in Business English
Multiyear agency background (highly welcomed)
10 years experiences in marketing and/or online marketing
Bachelor degree
2-3 times a year

Global Infrastructure & Data Center Service Delivery Lead Resume Examples & Samples

Understand overall business strategies and translate them on infrastructure requirements and how to leverage innovation funds
Provide subject matter expertise in interactions with partners, customers, and program managed projects externally and internally
Partner with managed service providers to define long term strategies and transformation roadmaps aligned with Business Continuity and Recovery strategies
Manage oversight of multiple highly complex technology solutions based on a combination of vendors, custom solutions, and internal resources
Partner with Product teams to define and delivery Cloud Strategy with focus on automation, flexibility and scalability
Manage a multiple data center environment including co-location and cloud computing services
Lead the implementation of the Transformation roadmap which include migration of on premise infrastructure to cloud based solutions
Determine need and make recommendations for new technologies and vendor solutions based on data center vision and strategy, leveraging the latest developments in the industry
Work to maximize the value of the managed service agreements, leveraging them to accelerate the delivery of the Monsanto strategy (i.e. cloud migration strategy / operation)
Work with the Supplier to advance the goals and objectives of the set of agreements
Analyze data center from a cost, capacity, and forecast perspective, and evaluate new technologies and applications
Monitor regional compliance using obligations set in the service agreement
Bachelor’s degree in a relevant field of study required; MS/MBA strongly preferred
Minimum 10+ years of experience in IT, including helping to define a transformation strategy required
Minimum 5+ years successful people leadership experience
Understanding of ITIL/ITSM practices and processes
10+ years of progressive Infrastructure Technology experience in the following, but not limited to, technologies and platforms: VCE VBlocks, VMWare, EMC Storage, AWS, Symantec, Dell and Cisco
Prior experience in leading service providers and in-house personnel to deliver highly available computing solutions that provide automation services to Monsanto
Strong understanding of the public cloud technologies and services (IaaS and PaaS)
Prior experience in driving and leading enterprise technology transformation programs
Process skills; an understanding of service costs, ability to work with Supplier to ensure effective operations, and agreed upon service levels
Ability to accomplish results through others, particularly by establishing relationships, effective controls, and monitoring processes
Knowledge of the fundamental relationships of technology systems inclusive of applications, infrastructure, networks, and security
Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
Experience of indirect management – managing by influence as opposed to positional authority
Strong financial acumen required as this position will manage data center, infrastructure, and enterprise software costs

Service Delivery Lead Analyst Resume Examples & Samples

To liaise with users regarding escalated issues and to agree appropriate courses of action and priorities
To liaise with external suppliers and support agencies for the ongoing support and maintenance of relevant hardware and software
To assist in keeping track of the business infrastructure assets and ensure that the infrastructure and data is kept secure at all times
To work alongside colleagues within the IT Group and Manufacturing teams on support, development and project work where directed. Actively participating in meetings with project stakeholders
Prepare business case input for needed CEAs
Prepare input for annual IS and plant budgets
Mentor junior infrastructure support staff

Service Delivery Lead Resume Examples & Samples

Applying solid technical capabilities, analytical skills and knowledge in ITIL Service Management processes
Planning, onboarding and tracking offshore resources, including time and expense management, and financial reconciliation and reporting
Understanding of the sourcing models and their drivers and benefits
Providing regular guidance to functional managers of the IT organization and assisting in sourcing vendor and relationship management and transforming the functional groups to take full advantage of the sourcing model; and,
Leveraging broad business knowledge and specific knowledge of outsourcing/offshoring in helping NIS throughout the strategic sourcing lifecycle of analyze, transact, implement, manage/optimize, and/or terminate
Managing and tracking sourcing metrics across functional groups
Managing the sourcing contract process
Working with sourcing vendor organization to support access and onboarding of vendor resources

Service Delivery Lead Resume Examples & Samples

Coordinate Business Intelligence Operations services (RUN) for APAC
Further develop and extend the quality of RUN service
Manage suppliers with respect to capacity, financials and further performance indicators
Define and implement processes to handover applications and platforms from BUILD to RUN
Act as point of contact for further IT functions and Business stakeholders and represent BIAA in governance groups
Evaluate existing solutions and transfer them into RUN support service
Ensure life cycle management documentation is available
Contribute to innovation and optimization of processes, foster standardization

IT Service Delivery Lead Resume Examples & Samples

Delivers IT Services, systems and applications assessed to have a medium to high impact and risk to the business processes they underpin
Ensures adherence to quality standards as defined by the IT Organization
Ensures appropriate response to audit / IGM assessment findings and recommendations
Acts as a mentor in the discipline of managing IT Services, systems and applications and influences the personal development of mentees
Identify, document, and track all wave dependencies and constraints

Service Delivery Lead Resume Examples & Samples

50% SAP Applications Lead - Vistex and SAP MM
20% SAP Requirements Analysis and Solution Design
20% Incident Management, Business Requirements Analysis
10% Managing development work completed by remote development locations

Gdbs Service Delivery Lead Resume Examples & Samples

Achieve all committed Service Level Agreements
Management of local and central IS Support partners (Verizon, Ethiotelecom, TCS etc)
Delivery of small, local Change Requests
Contribute across the Africa GDBS agenda, including local and global projects as required
Bachelors Degree in IT , Computer Science or business discipline
2+ years’ experience in Information Systems within the consumer packaged goods or Information Systems services industry
Strong organizational, customer service skills
Ability to work in a dynamic, changing environment
Communication skills with the ability to effectively and simply communicate technical concepts, solutions and implications in business language
Self-directed and focused on a goal or end-state as opposed to specific tasks
Fluency in English language
Good financial knowledge

SAP Operations Service Delivery Lead Resume Examples & Samples

2-3+ years experience working with external suppliers to deliver a managed service (technical infrastructure / application development a plus)
2+ years of understanding of ITIL support management framework
Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position
Understanding of the SAP Infrastructure tools
Demonstrated ability to consistently and significantly influence peers and leadership
Strong background and understanding of technical areas
Desire and ability to work independently with minimal direction
Demonstrated ability to triage issues and escalate as appropriate

Service Delivery Lead Resume Examples & Samples

Product owner for Visualization CoE, to design the vision of data/analytical solutions using Tableau, WebFocus, DataMeer, other tools on Big Data Cornerstone Environment
Support and enable the DS&I team with data driven insights and analytical solutions using the Amex closed loop data
Collaborate with DS&I team and wider teams to identify data elements that can be leveraged to enhance current solutions and insights
Plans and oversees BI Solution and Data projects to completion; identifies scope and objectives; identifies deliverables and establishes schedules and timelines; assigns work to the project team members
Leverage enterprise data warehouse to build advanced analytics internal and client facing tools and capabilities
Participates in the development of and advises management on information technology strategy and technology deployment
Meets with stakeholders to establish goals, priorities, major work schedules
10-12 years of experience in Business Intelligence/System Integrated Solutions
Strong Project Management skills, with excellent stakeholder management across geographies
Agile / Scrum knowledge, with Product Owner role – very good to have
Strong Data warehousing skills including ETL and end-user access issues. End-to-end data warehousing experience across full SDLC from inception to deployment
Knowledgeable about the development and operations side of BI, experience with data migration projects and Master Data Management (MDM) initiatives
Agile software development methodologies experience, superior problem solving skills
Experience in all facets of Analysis, Development, Implementation, DW Design and effectively managed globally dispersed teams
Excellent verbal & written communication and interpersonal skills with an ability to formulate and communicate strategies in a clear and compelling way
A demonstrated ability to work in high-pressure situations with minimal errors
An optimistic and growth mindset with a tremendous will to win
Should be able to function with minimum supervision with high sense of ownership

IT&S Service Delivery Lead-szeged Resume Examples & Samples

Deliver an integrated set of I&IS IT services to the businesses, typically across an agreed site footprint, operating within the delegation given by the relevant Service Delivery Manager
Develop positive working relationship with a variety of people within a small team and contribute effectively in team environments/Service Providers
Act as one of the I&IS points of contact and service integrators for daily operations and planned IT&S activities across the agreed site footprint. Provide input and guidance to assist with the diagnosys, investigation and to generate solutions to problems. Working with and as part of a network of IT&S service line representatives to ensure that day to day service delivery is coordinated across the agreed site footprint
Good management of performance and drive for continuous improvement
Ability to engage and interact with a variety of business representatives in an effective manner, including understanding the business aspect of service delivery issues
Previous proven track record in Infrastructure support
ITIL Practitioner qualification

Service Delivery Lead Resume Examples & Samples

2+ years in Risk Management or Compliance
International Service Delivery experience
History of successfully partnering with key business partners
Successful work history that demonstrates the ability to influence
College Degree

ERP Basis Service Delivery Lead Resume Examples & Samples

At least 5 years of relevant Technical configuration experience with specialization in SAP BASIS and DBA
Experience across R/3, ECC, S/4, HANA, DBA
Strong Knowledge of SAP BASIS, DBA and HANA

ERP BPC Service Delivery Lead Resume Examples & Samples

At least 5 years of relevant functional configuration in SAP BPC and over total of 5 years of experience in SAP
Strong Knowledge of SAP BPC and BW
Deep domain experience in Finance, with CA or similar background

IT Service Delivery Lead Resume Examples & Samples

Responsible for supporting IT infrastructure and implementing IT solutions and services for all DuPont sites in Hyderabad
Responsible for running IT operations 7*24*365
Site IT Leader will manage suppliers to ensure IT assets are utilized optimally with continuous improvement and in line with business needs
Work closely with the business and functions to understand their requirements and engage them in ongoing service improvement initiatives
Infrastructure planning & development, Capacity & BC/DR planning, Resource planning for solution delivery
Handle all escalations and work with internal DuPont teams and suppliers for resolution
Ensures appropriate communications occur for critical IT services disruption or changes
Work in collaboration with other platform teams for end to end integration
Ensure all ITIL practices regarding change / incident / problem are adhered to
Responsible for ensuring IT Service delivery and SLA’s are in line with contractual requirement
Act as the implementation leader and/or resource for all DuPont sites in Hyderabad for new solution delivery and projects
Responsible for planning and managing IT cost within the allocated budget
Manage vendors, suppliers and other third parties in the delivery of IT services for all delivery locations
Ensuring Network (LAN/WAN), Servers & Telecom infrastructure have high availability
For asset management, manage and control IT assets at all sites in Hyderabad to ensure all IT assets matches the inventory records and that IT assets are managed according to DuPont’s guidelines
For incident and problem management, act as the local focal point for all IT issues and work with the respective country/regional/global DuPont IT teams as well as the respective vendors and suppliers for escalation and resolution
Ensure implementation of DuPont Information Security guidelines, compliance as well as other DuPont mandated and regulatory requirements
Ensure DuPont’s standards and practices are followed and also adopt industry best practices for project management as well as service support and delivery
University degree in IT related fields with minimum 8 years working experience in IT in a large organization
Experience in handling IT service delivery in a large organization and working with end users around personal computing and applications needs
Experience with leading a small team and being able to work with them to understand and resolve operational issues
Good overall understanding of IT in general and able to communicate effectively IT concepts and manage expectations with the end user community
Demonstrate good knowledge and competencies in the delivery of application support and day to day operations as well as have basic working knowledge of IT Infrastructure. Has prior experience with leading and managing projects
Able to work effectively in a complex and multicultural regional/global environment with multiple stakeholders and influencers

Service Delivery Lead Resume Examples & Samples

Manage teams totaling 150+ people or more
Oversee the timely delivery of accounting processes as per schedule
Ensure that the accounting processes are being done as per the SLA
Ensure timely availability of management reports for periodical review
Produce / interpret and analyze weekly, monthly dashboards
Produce implement and review training plans for the team
Review internal controls and ensure compliance with the requirements of the client
Put in place a backup plan for all processes handled
Manage staff appraisals and associated training & development of team members
Ensure updated documentation are available for all processes
Assess the need for periodic training and re-training of the associates
Identify areas for process improvement and implement improvement opportunities
Lead the team to provide internal and external audit support
Participate and initiate in the calls with client
Develop best practices
Ensure that team members and team leaders maintain high morale
Flexible and willingness to work all shift Hours
Should have good analytical skills
Largely driven by self-initiative & self-drive
Ability to perform in pressure situation
Manage new transitions
Manage large teams
Manage the cost and revenue for the deal
Minimum of 7+ years relevant experience
Minimum Bachelor’s Degree in any field

Service Delivery Lead for F&A BPO Project Resume Examples & Samples

Leading execution of delivery work and implementing continuous improvement for the project
Addressing performance issues
Supporting Client Team in achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
Managing recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets
Supporting sales opportunities for similar projects, through DC visits or Workshops
1) At Least 3 years as Service Delivery or Operations Lead role with mid-size team (~20 people)
2) Track record for managing teams of 20+ people
3) OTC and CM experience are an advantage

Service Delivery Lead Resume Examples & Samples

The primary function of this role is to work closely with the market, our service partners and GDBS team, to coordinate quality delivery and support of regional commercial applications/services in CCA&PEBAC units. Total apps and related services to be supported are 8 in total
Responsible of implementing and tracking service delivery measurements and controls. Initially main area of focus is commercial apps in CCA&PEBAC such as Athens, Lighthouse, Issy and others applications interfacing with these front desk apps
Support and guide the business units in addressing related challenges and follow up to the appropriate resolver group
Management of all Commercial apps/services to market delivered through local or central GDBS Support partners ensuring achievement of all committed Service Level Agreements
Proactively build and maintain relationships with the business. Act as a point of contact for the business around support for Commercial Apps/Services including managing of data integrity
Project and Change Management for changes. This includes the corresponding service introduction for new apps/services across region
Main point of connection to coordinate Regression Test and UAT in CCA&PEBAC for global / local project implementation as required
Process Improvement, schedule & run workshops to ensure full market understanding of the Commercial applications and services
Update training materials, provide training as required. Assess possible solution to address market/regional/global requirements
Good understanding of business processes
Experience with Commercial applications in consumer packaged goods companies, functional modules, data maintenance, migration and conversion tools and concepts
Fluent English and Spanish
Strong organizational, customer service, manager and employee relation skills
Ability to build and maintain successful relationships with third-party suppliers, GDBS community and within the delivery function
Experience working in multifunctional teams in supporting or project roles located in multiple time zones

Service Delivery Lead Resume Examples & Samples

Kick-off Network 2.0 program activities for each store by educating stores on the overall process and setting expectations on overall timeline
Maintain close communication with Network 2.0 Champions and MSPs throughout the entire program to ensure successful completion of program activities
Track and follow-up on open items between stores and MSPs to prevent order delays
Cancel Future Store Network (FSN) services for corporate stores or work with Network 2.0 Champions to ensure Franchisee's cancel FSN services once Network 2.0 installation is complete
Leverage SalesForce to manage communications with stores, view FSN contract expirations, track installation readiness, submit required documentation, and create weekly store status reports
Leverage MSP portals to retrieve additional information and compile with SalesForce data to build a complete view of overall status and identify open items and issues
Support the development and documentation of process flows and training materials
Manages all assigned projects to completion, ensuring on-time delivery, meeting of budgetary demands, and maintenance of overall project ownership
Uses formal processes and tools to manage resources, budgets, risks, and changes
Identifies project scope and objectives. Manages a cross-functional team including third party vendors and other resources; coordinates activities to achieve goals
Develops, maintains, and manages detailed project plans, action item registers, and major milestone timelines for all assigned projects. Plans and directs schedule and budget
Coordinates resources and needs, developing and maintaining regular contact with vendors for support and services
Maintains communication with stakeholders. Provides status reports to Project Managers, vendors, stakeholders, and resources
Facilitates project meetings
Addresses problems through risk management and contingency planning and presents solutions and/or options to executive management
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary

IT Service Delivery Lead Resume Examples & Samples

Serve as lead to other project members to ensure the highest level of operational service for a technology related program(s). Plan, implement, and track initiatives to drive continuous service and process improvement for assigned service domains
Develop and maintain strong stakeholder and solution provider relationships built on trust, delivery performance, proactive communications, and thought leadership
Establish and implement standard processes and procedures for all service domains. Leverage program management tools and processes to manage delivery, measure results, and produce reports in accordance with established service level agreements
Refine/Establish measurements, metrics and controls for overall goals and objectives of organization: report on trends and areas for improvement and identify key action plans that drive quality in service delivery
Capture, define and document business process models and related documentation with the goal of driving process repeatability and continuous improvement. Provide guidance, education and assistance to management and other staff on the development of process models and related artifacts
Identify opportunities for improvements in automated systems (current or future) that help align goals, objectives and measurements and the ability to easily produce data for informed decision making. Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends
Interface and communicate with project teams, management and stakeholders on a regular basis, to create a program culture of inclusion and transparency
Work Experience:Five to six years of related experience
Preferred Certifications:PMP and IT Service Management Certification
Preferred Skills:Knowledge of Microsoft and/or Office 365 technologies. Excellent communication, organization and presentation skills. Knowledge of systems management and infrastructure technologies involving Linux and Microsoft platforms. Knowledge of Active Directory, AD management tools and Group Policy Objects. Understanding of enterprise IT components and concepts involving storage, load balancers, and backup systems. Knowledge of virtualization technologies such as VMware ESX and/or Hyper-V, including Citrix. Understanding of providing infrastructure services in an enterprise, distributed environment

IT Service Delivery Lead Resume Examples & Samples

Ensure the overall IT infrastructure site health
Be a local point of escalation for Incidents and end users Requests
Manage the local IT assets
Provide vendor direction for end user services
Facilitate the partnership of the different organizations who provides with IT services
Business Continuity Plan participation & support
Site Operational Communications
Propose and drive improvements within a complex environment
Demonstrate strong customer service orientation
Very good communicator
Is able to manage complex situation under stress
Available out of regular business hours as required
Willing to be on the field to stay connected with the operations
Technical background and minimum 8 years of experience in the IT infrastructure is required (PCs, Printers, Servers, Switches, Routers, Phones, PBX,…)
IT Support experience is required
Good knowledge of the Microsoft environment, and with all most common office applications
Knowledge and experience within a GxP/LMW environment is a plus
French and English are necessaryInfo Technology

Service Delivery Lead, Consulting Resume Examples & Samples

20+ years’ professional experience including 5+ years management consulting
Experience implementing sophisticated business improvement solutions, including mastery of appropriate delivery methodologies
Ability to provide process guidance to clients on issues of performance and scalability
Excellent oral and written communication skills – able to interact effectively with all levels of management

OC Service Delivery Lead Resume Examples & Samples

Bachelor degree in Customer Accounting / ICM / Business administration
5 Years Experience in Leadership positions
Highly developed management and leadership skills
Excellent communication skills and ability to interact with and influence customers remotely
Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services (Local Market, BPO, Functional team)
A second Asian language is a bonus but not essential
FMCG / Pharmaceutical industry experience preferred
Accounting qualification or 5 years process improvement experience at managerial level
Service Delivery Manager, Process Manager in O2C functions or in BPO environment
Driving delivery and performance of Order to Cash services across APAC (including processes such as credit management, billing, cash application, collections, month end, inquiries, master data management) through a 3rd party BPO in Kuala Lumpur and India
Accountable for day to day BPO delivery of operations, resolving market/customer ecalated issues and proactively identifying any issues or risks to the service
Escalating issues through Service Centre governance, where required (eg comms cells, FS & BSC LT)
Working closely with third party providers and/ local Process expert to ensure delivery in line with established service levels and service line strategy. (eg GPO projects)
Driving standard practices and consistency in service delivery across the region through GSK policies, tools and processes, networking with BPO, GPO, Stakeholders, and Market contacts
Monitoring Key Performance Indicators (KPIs) and Service Level agreements (SLAs)
Ensuring robust BCP and risk Management of internal controls and regulatory compliance are met through applicable policies, procedures and processes performed by BPO

Service Delivery Lead Resume Examples & Samples

Value and team-based leadership
A wide range of international career opportunities
Opportunities for personal and professional growth in a dynamic environment
Supporting the definition of project scope, requirements and timescales with key Terminal stakeholders
Understanding all projects affecting the Terminals and their interactions to identify and proactively manage any dependencies and/or conflicts
Ensuring that new services are tested, integrated and implemented within the existing Terminal operational infrastructure and applications to minimise service disruption
Managing the training of Terminal staff who will use and support the technology
Working with the project managers to gain technical and Terminal governance approval including change control for services to be implemented
Proactively identifying and managing risks and issues and ensuring compliance with appropriate mitigation and resolution strategies
Reviewing and identifying lessons learned to be shared with IT project Managers and other Terminal – Service Delivery Leads

Healthcare Service Delivery Lead Resume Examples & Samples

We are only considering local applicants at this time
Leadership position that will work remotely and onsite, as needed, at our client hospital facility for NTT Data, Inc
Operational execution, to include resource and project management for the facility in need
At times, directly interact with the hospital’s administrative team
At times be responsible for the IT infrastructure and daily operations of the facility
Liaison between department and hospital administration, corporate IS, and NTT DATA Services’ regional management
Ownership of the relationship between NTT DATA Services and the hospital, including managing scope of existing services and identification of new business opportunities

Service Delivery Lead-americas Resume Examples & Samples

Undergraduate degree level qualification or equivalent from an experience perspective. Highly numerate, and able to convey written messages clearly with a close attention to grammar and spelling
Experience in working in a supervisory or managerial capacity within an Operations environment
Experience in stakeholder & account management

Service Delivery Lead-americas Resume Examples & Samples

Customer Service Excellence: Recovers from a service failure in a way that enhances customers' esteem of the team; role models a variety of effective ways to deal with difficult customers; sets the standard as a role model for service excellence
Reporting, Analysis & Production of Slideware: Generates reports which provide analytical views for identifying basic trend; identifies and explains implications of variances identified through examination of reports; produces high quality summaries, drawing out key messages suitable for senior or executive audiences.Produces high quality slideware in support of management decision making and implementation of processes
Problem Solving & Solution Creation: Uses specific problem-solving approaches and techniques on different types of problems; identifies and organises potential problem solvers and leads problem resolution efforts; takes a lead in devising alternative resolution strategies

Service Delivery Lead Domain Architecture Resume Examples & Samples

Defining, maintaining and communicating baseline architecture, target architecture, roadmaps & architecture plans and vision for the domain
Delivery of the solution architecture required by IT services and/or applications according to business needs
The overall design and coordination of information technology and understands how architectures, strategies, designs and plans fit together
Accountable for the architecture of the solution and to assure the solution delivered meet the functional and non-functional requirements of the business
Responsible for the definition of the Functional domain architecture vision, the target architecture and the roadmaps, the opportunities for consolidation, the solution issues, the trends, the leading practices for the domain
Responsible for the business capabilities assigned to the role for analysing the enterprise business context (trends and business strategy), as well as changes requirements in other cross-cutting Architecture perspective (security, information architecture), to derive the change required in the current domain architecture and to define the target domain architecture
Support the business in defining their business architecture (Business process engineering),
Develop and communicate the various architecture viewpoints (Application, information,…) of the future state architecture for the Functional Domain
Guide solution decisions for the functional domain
Oversee the solution architects of the domain, and performs the required solution architecture reviews, following the governance defined by Enterprise Architecture
Develop road maps describing the evolution for the functional Domain of all enterprise solution portfolios from current state to future state
Assure that the key solutions of the domain (Enterprise Standard, cross division or division standards) have a documented architecture (Architecture handbook) stored in a common repository serviced by EAGov
Strongly promote and advocate EA principles and practice among peers and leaders. "Sell" the enterprise architecture process, its outcome and on-going results
Act as communication and coordination channel through interactions with Technology Architecture Digital and other Domain Architecture organizations and leaders
Consult with application or infrastructure development projects to harmonize systems or infrastructure with the Domain, and identify when it is necessary to modify the solution architecture to accommodate project needs
Understand and advocate the principles of business and IT strategies, as well as of EA development and service delivery. Be prepared to "sell" the EA process, its outcome and ongoing results, and to lead the communication, marketing or educational activities needed to ensure ESA success and use
Work closely with the Domain PMO to ensure alignment of plans (including migration plans and road maps) and business case, so that the portfolio gets accurate information for project prioritisation
Ensure that project management or solution delivery life cycle efforts and project architects specifically leverage all aspects of enterprise architecture (EA) (for example, Cloud reference Architecture, Mobility Reference Architecture)
Direct Financial Responsibility: 5MUSD-10 MUSD
Indirect Financial Responsibility: Significant: Global Contracts often in 10MusD. Operational impacts have potential upside in 10s MusD
Communication and collaboration – Effective communications style with the ability influence Senior Business and IT leaders, and increase the awareness of the value creation by EA, fostering the establishment of the EA function. Create a EA community of participants and stakeholders across Novartis aligned to achieve our common objectives
Team leadership - Proven experience in managing diverse teams with ability to provide direction, understand resource capability, and successfully drive results working with direct reports, dotted line and/or internal or external resources. Create a results oriented environment with a proven track record of making timely, difficult, but educated decisions to ensure swift, disciplined execution against strategic and project objectives
Technical competence – Exceptional ability to understand business strategy and translate that into technology and process solutions to enable capabilities necessary to achieve the business objectives. Strong architectural background and deep knowledge of IT operations to work with and apply the skills of senior architects toward improving the effectiveness of IT and our strategic business partnerships. Strong program management skills and execution of architecture deliverables throughout the project lifecycle. Very strong knowledge of ITIL processes
Experience in commercial applications like CRM, Social, Mobile & Marketing is mandatory for this role

SAP Analytics Service Delivery Lead Resume Examples & Samples

2+ years of analytics development experience in BW, Business Objects and/or HANA reporting environments
2+ years of tools experience Bex Query, WEBI, Design Studio, Lumira, Tableau, Analysis for Office, etc
2+ years experience working with external suppliers to deliver a managed service
Understanding of IT Incident, Release, Problem and Change Processes
Desire and ability to communicate using a variety of methods in diverse forums

IT Service Delivery Lead Dar Es Salaam Resume Examples & Samples

Code of Business Conduct (CoBC) , highest level of integrity and authenticity
Business Continuity/ Disaster Recovery process
Vendor Management process
Good business communication skills-
Budget management
ITIL Foundation for IT Service Management
Microsoft Certified Information Technology Professional (MCITP) / CCNA certifications
Bachelor’s Degree in IT, computer science or related field
Finance for Non Finance Management
Stay focused on priorities and demonstrate rigor and brilliant execution
Demonstrate deep personal accountability for great performance Demonstrate unwavering accountability for Diageo´s total success
Build and sustain trust with others through real relationships
Demonstrate the kind of personal integrity that inspires others
Generate ideas and move them to action
Be imaginative in finding solutions to issues and pursuing opportunities for the business
Develop and manage relationships with business partners
Identify Opportunities for Process Improvement
Manage and maintain IS/ GDBS services
Implement minor network and technical changes -
Manage operational services against service level agreements (SLAs) (Service Reviews)
Coordinate service providers
Risk and compliance management (External & internal Audit)
Manage budget Financials relating to IS function within the market
Support business/IS driven programmes and projects
In “small” project circumstances facilitating programme/project technical tests, user and pilot testing where required, ensuring business readiness, managing the warranty period and ensuring customer satisfaction
Handing over to Support by accepting and signing off BAU- ‘Business as usual’ process
Manage signed off for new project initiatives when introduced
A reliance upon a purely technical skill base
Poor understanding of the “bigger picture”
An aversion to change
Lack of customer service approach

Service Delivery Lead Resume Examples & Samples

This position is focused on providing end-to-end management and support through pre sales to post sales for managed services accounts
To provide end-to-end post sales support to senior managers within channel partners and end user organisations as well as internal teams
Account management – retain, protect and increase revenue within allocated accounts
Increase account penetration by supporting and promoting enhanced services
To Prepare/Present and run internal and external Service Reviews, also driving pro-active recommendations in regard Service and operational improvements
Collaborate with 3rd party vendors
Customer advocacy for technical escalations and resolution process
Ensure the Service Portfolio is positioned with new opportunities
Follow up and close Service contracts on new opportunities
Comprehensive understanding of Services revenue recognition and general financial accounting practices
Monthly/Quarterly/Annual Account forecasting and reviews
Weekly financial reporting on given accounts – risks & opportunities
The candidate should have a Degree, H.N.D, or equivalent qualification
5+ years within a Customer Service Account Management environment
5+ years Managed Services experience
Experience in managing complex Service Solutions within a multi vendor environment
A track record of working with all levels of senior management
Proven ability to increase service revenue
Ability to negotiate complex Service contracts
Strong communications and presentation skills
The candidate should be highly conversant with the Microsoft Office range of applications including, but not limited to: Outlook, Excel; PowerPoint
Effective time management and task prioritisation when under pressure
Commercial awareness with in-depth understanding of Service finance
ITIL certification preferred
Ability to build excellent relationship with customers and vendors
Strong verbal and written skills; fluency in English

SAP Service Delivery Lead Resume Examples & Samples

Effective and efficient management of all ERP Service Delivery activity within the TDC
Management and accountability for the achievement of all Metrics (SLAs) within the TDC
Incidents and Problems
Service Requests
Management of Root Cause Analysis for all incidents to ensure that underlying causes are eradicated and incidents reduced
Effectively manage the relationship with internal business customers within the region
Provide monthly report out of ERP Service Delivery metrics to business partners
Manage the various internal vendor teams to drive incidents and service requests through closure
Collaborate with other ERP Regional Service Delivery leads to deliver a seamless “follow the sun” support model
Gather and effectively use data to deliver continuous improvement
Actively participate in MIM calls and Post-Mortem Reviews
Mentor the Functional Analysts within the region
Align with Global Incident Manager
Align with Global Problem Manager
Align with MIM Team
Bachelor’s Degree in Computer Science, Business Management, Project Management or Management Information Systems or equivalent work experience acceptable
Ability to translate details into specific tasks needed to accomplish a task or solve a problem
Excellent interpersonal, written, and verbal communication skills, including ability to communicate information to both technical and non-technical staff and management
Ability to communicate and manage in a matrix organization with multiple business partners and IT colleagues on a remote basis
ERP Service Delivery experience with evidence of being able to deliver continuous improvement

IT Service Delivery Lead Lmdw Resume Examples & Samples

Responsible for overall site health and infrastructure environment - Monitors service levels, tracks metrics/analytics, and ensures site health of GTS services
Site delivery responsibilities expanded to MES infrastructure and integration of MES infrastructure with plant devices
Coordinates and acts as SPOC for complex service requests (e.g., MES, Lab and warehouse systems, End user devices, networking services, Collaboration)
POC for Level 2 (ISA 95 model) infrastructure
Interacts with LMDW personnel to problem-solve future-state requirements
Serves as source of functional understanding of processes, tools, and integration of LMDW plant equipment with IT platforms, as well as LMDW business knowledge
Interacts with multiple LMDW stakeholders – Execution systems, plant engineers and technicians and LMDW IT
Will be accountable for GTS services at LMDW sites
Maintains IT facilities ownership (e.g., local computer rooms)
Performs site-level DR, BCP, CMDB related to GTS services
Local representation/site support services for audit/HR investigations related to GTS services
Local/site-level asset planning, purchasing, deployment and decommissioning related to GTS services
End user knowledge (e.g., training, technical writing) related to GTS services
Vendor management associated to the GTS services provided
Support local AV systems and vendor management with AV integrator
Supports GTS financial reporting and analysis of site infrastructure costs
Primary escalation point for (Business) Critical Incidents, both during and after business hours (24x7)
Accountable for GTS services at the sites and the associated reliability and uptime of the site operations dependent on GTS services
High level of site health and service financials for sites
Fast response time to high-priority LMDW request and incidents
Bachelor’s degree or equivalent and 5 years’ experience in delivering IT services
Working knowledge of multiple technical disciplines such as WAN/LAN, MS Windows, Desktop computing hardware and software
Working knowledge of mobility devices and OS (like iPad, IOS, Android, etc …)
Preferably familiar with working in a Manufacturing Environment
Strong customer focus and service orientation
Strong analytical skills and sense of urgency

IT Service Delivery Lead Resume Examples & Samples

PC Support
Application Support ( Manufacturing systems preferred )
Telecomm – iPhone, Lync, Polycom, Cisco
Networking protocols – TPC / IP, VPNs, Access Control lists, Routing, bridging, etc
IT Ticketing Systems (Service Now)
Desktop Applications
Microsoft Office 365, Windows Server, Server roles - DNS, DHCP, MS Exchange, Active Directory, and Office 2010/2013
Minimum 3 years’ experience in Service Delivery or other IT support positions
Ability to work in a global, multi-site, and cross functional organization
Strong team member and able to contribute in a team environment

Gdbs Service Delivery Lead Resume Examples & Samples

Support management of local and central IS Support partners (Accenture, Verizon, CSC, IBM etc)
Bachelors Degree in a technical service or business discipline
5+ years in IS within the consumer packaged goods or IS services industry experience
Business Literate (“good understanding of our business”)
Strong organizational & customer service skills
Ability to manage own time, numerous demands and prioritize tasks
Communication skills with the ability to effectively and simply communicate technical concepts, solutions and implications in a business language
Proven track record of similar job experience in IT/FMCG industry

Avp-service Delivery Lead Resume Examples & Samples

To mentor and provide training to junior members of the team and effectively & swiftly onboard them
To foster teamwork & collaboration with team, so as to drive outstanding results
To actively contribute towards self-development by creating and following development plans based on development discussions with immediate manager
3+ years of experience in Client Service Management
Exposure to technology industry
Extensive and primary experience in Technology, Finance and Business Management

Global Marketing Operations Campaign Management Service Delivery Lead Resume Examples & Samples

Establish and execute global a governance structure to ensure delivery to contract SLAs and committed objectives; Report and communicate global engagement portfolio status, proactively review engagements to mitigate risks and remediate issues
Manage global financials for campaign management engagements; maintain costs to targeted profitability and take appropriate actions to address risks and issues
Maintain working knowledge of key platforms and technologies supporting campaign management, analytics and content development
Provide people management and leadership to the campaign management team globally; Set goals and priorities, assess performance and coach and counsel direct reports and matrixed resources
Collaborate as a key member of the sales team to represent campaign delivery to the client buyer and other internal Accenture groups
Review and provide solution approval (including statement of work, schedules and other contractual documents) with final terms and conditions working with the solution architecture team, service delivery leads and other internal Accenture groups
Bachelor's Degree in Computer Science, Business Computer Science/MIS or related field
Minimum of 15 years’ experience in Technology, professional services or related field
Minimum of 10 years’ of experience managing large distributed delivery teams (to include outsourced teams)
Minimum of 5 years in eBusiness, web/mobile development, delivery management or related function
Responsible for a dynamic portfolio of projects across multiple clients and stake holders
Marketing technology, processes and delivery working with agencies, CMO’s & marketing brand teams
Experience with business development, sales, and/or proposal development
Strategies, Offerings, and Solutions

IT Service Delivery Lead Resume Examples & Samples

Bachelor’s degree required plus 5 years of IT experience
Demonstrated experience with training delivery and/or project management
Highly self-motivated and self-directed in the pursuit of excellence
Strong maturity, professionalism, and judgment
Meticulous attention to detail and organization
Openly embraces change
Must possess outstanding written, oral and interpersonal communication skills with a strong dedication to customer service
Proven ability to present ideas and educational topics in multiple formats, including in-person presentations to large audiences and in writing, in business- and user-friendly language
Proven ability to independently and effectively prioritize, organize, coordinate and execute tasks in a high-pressure environment with constant deadlines and shifting priorities
Proven experience working collaboratively in a team-oriented environment
Proven proactive problem-solving skills
Good understanding of current IT concepts and the ability to stay current with the latest technologies and trends
Basic understanding and technical knowledge of current network and operating systems, hardware, standards, account management, and enterprise software
Experience working with project teams
Experience in a higher-education environment is desirable, but a fresh perspective is also welcome
Experience with the ServiceNow platform would be beneficial
IT Infrastructure Library (ITIL) Foundations certification required within 180 days of start date

IT Service & Delivery Lead Resume Examples & Samples

Degree in Computer Engineering or Computer Science
Fluent English and Italian
Minimum of two years experience in a similar role
Data Networking – foundation
Server windows - foundation
ITIL – foundation
SAP - knowledge
Ensure that appropriate support resources, processes and procedures are in place - secure shared service and/or 3rd party resources if required – as part of deployments
Provide appropriate knowledge transfer to Site IT Service Lead and Site IT Business Partner as delivery phase approaches completion
Ensure that effective use is made of new IT systems, and that target benefits are achieved
Manage site IT operational issues
Own & manage site elements of Risk, Quality and Compliance management for IT services
Engage with site tiered accountability process; and participate in IT Performance Management processes
Understands SAP and its IT Support Services to maximise the value created through SAP for site
Assure IT Continuity through the regular maintenance and testing of IT Continuity Plans
Control Lifecycle Management for services owned by Site IT
Act as point of contact for IT Shared Services, managing issue resolution at site
Ensure validation lifecycle documentation is implemented in accordance with procedural and regulatory expectations

Service Delivery Lead Resume Examples & Samples

Define and own the change/incident/problem management standards processes and policies
Ensure that change/incident/problem management occurs as per these standards, supporting the APS teams where needed
Provide standardized reporting to the management on change/incident/problem management, including trend analysis and recommendations
Provide specific KPI’s such as : ratio of incident escalated to level 3, ratio of incident after a change in production (development or infrastructure) …
Facilitate the resolution of major incidents requiring a significant amount of work and/or transversal coordination,
Take the ownership on communication on behalf of APS leaders to ensure proper communication in case of major incidents, ie substitute or assist APS team leaders to communicate to user / sponsors etc
“Chase” APS team leaders to provide updates on actions linked to P1 / P2 incidents
Chair the monthly departmental incident and problem management meetings (SAP)
Chair the quarterly application SLA review steerings with territories
Ensure a good level of communication with CIB infrastructure teams via regular transversal infrastructure reviews, as well as ad-hoc contacts if/when required
Regular Quality checks on ServiceNow (all P1 correctly informed in ServiceNow)
Participate to global incident reporting by helping APS management to detail information related to the declaration
Propose processes improvement by capitalizing on incidents, communication failures, recurring incidents, etc…
Participate in definition of production levels (SLA and OLA), assess development and production team on the perimeter, and participate in the transformation of the organization by assisting APS management to operate transfer of support responsibilities & knowledge between development and APS
Participate to the setup and implementation of global user and technical service request process in CIB ITO and CIB infrastructure teams based in Paris and London
Incident Management and reporting, in close conjunction with rest of the Support teams in Paris, London, Mumbai and New-York and with the infrastructure teams (System, DB, Networks) in London
Continuously and proactively improve support services where possible. This could involve developing and/or managing changes to the support or configuration management tools
Asssit’s the team in recruitment of support staff as may be required
ITILv3 Certified
Very good knowledge of ServiceNow (advanced user)
Good understanding of IT Production environments
Good understanding of IT infrastructure
Basic knowledge of

Service Delivery Lead-sap Analytics Resume Examples & Samples

2-5 years of analytics development experience in BW, BO and/or HANA reporting environments
2-5 years of tools experience Bex Query, WEBI, Design Studio, Lumira, Tableau, Analysis for Office, etc
2-5 years experience working with external suppliers to deliver a managed service
Desire and ability to operate at multiple levels (detail and strategic)

IT Service Delivery Lead Resume Examples & Samples

Delivery and support of IT Client Service across the South Pacific region
Supports the development and maintenance of IT Client Services and ensures that tools and resources are capable and available
Generates and reports service delivery metrics and drives standards across South Pacific and Southeast Asia region and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring)
Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers
Regularly engage with Global Service Owner to ensure delivery and coordination of enterprise IT Client Services initiatives in the region, and to seek assistance and support for issues related to the South Pacific and Southeast Asia region
Ensures root cause analysis using the formal problem solving approach for recurring issues
Identified opportunities for continuous improvement of Client Services and related infrastructure, discuss with the customer and raise the request for change for assessment if appropriate
Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system
Champions the use of Six Sigma to reduce costs and improve processes
Coaches, mentors and helps develop less experienced members of the team
A bachelor’s degree (or equivalent) in Information Technology, Business or a relevant discipline
Previous experience with Contract Management and Negotiation
A demonstrated ability to engage in Risk Management
Team Leadership experience
An ability to coach and develop internal talent and understanding the importance of talent management and succession planning
The ability to build rapport and trust with stakeholders of all levels
Excellent interpersonal skills to facilitate the development of working relationships with key stakeholders
Exemplary written and verbal communication skills
Alignment to the Cummins values of Integrity, Innovation, Delivering Superior Results, Corporate Responsibility and Embracing Diversity

Service Delivery Lead Resume Examples & Samples

Support activities required to resolve significant Incidents in production
Support activities to coordinate resources between support services groups to resolve incidents
Lead and coordinate activities between support services and Atos services to ensure tasks completion
Lead onshore L2 support services for current programs
Support activities to coordinate resources between support services groups for development tasks
Support activities to coordinate resources between support services groups to support deployments
Proactively review current support processes identifying improvement areas and propose solutions
Support root cause analysis for Significant Incidents in production
Review key metrics monthly to identify trend requiring attention to ensure services are not impacted
Support Service Delivery Manager with other activities as required
Experience working and leading resources offshore
Experience leading first/second level support resources
Experience supporting SDLC for large applications
Proficient in data analysis for trending analysis
Proficient in MS Office products
Experience working with vendors for contracting resources
Experience supporting and/or implementing PCI and SOX compliant ITIL based processes
Minimum 5 years working with off shore support resources

IT Operations Service Delivery Lead-it Operations Resume Examples & Samples

&emsp;Installation of training equipment
&emsp;Verify training ID’s are operational
&emsp;Conduct Site Survey of new clinics
&emsp;Act as a liaison to vendor management
&emsp;Install new clinic hardware (laptops, desktops, fax machines)
&emsp;Manage installation of (switches, routers)
&emsp;Verify clinic operations
&emsp;Act as a single point of support for new issues
&emsp;Complete financial spend actuals with the project manager
&emsp;Identify improvement opportunities
&emsp;Excellent documentation skills
Monitor and track telecom invoice, account and vendor data, submit billing disputes with vendors,
&emsp;Minimum of 3+ years' experience working in Telecom information technology with an understanding of standing up retail type environments
&emsp;Broad understanding of IT terminology or technology, including services, products and vendors
&emsp;Great communication and interpersonal skills
&emsp;Candidates should be very analytical and detail oriented

Service Delivery Lead Resume Examples & Samples

Ensuring that the technical delivery of services meets quality, scope and service levels
Ensuring smooth and efficient running of IT systems in the organization
Drive continuous improvements in the delivery of IT services, establish both performance targets and stretch goals
Leading problem resolution efforts and post-incident reviews
Identify problematic areas and implement strategic solutions
Responsible for rolling-out patches to assets in dev, test and production environments
Act in alignment with Business Functions to determine their IT needs and services
Develop and Implement standard operating procedures for effectively managing the IT Infrastructure
Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning
Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
Foster a spirit of teamwork and unity among department members
Lead employees using a performance management and development process by goal setting, feedback
Maintain employee work schedules including assignments, training, leaves and overtime scheduling
Bachelor’s Degree in Computer Science/Engineering or equivalent
Overall 8-10 Yrs of experience in the IT Infrastructure Management and Service Delivery
Good communication skills, especially with verbal and written English
Experience in supporting two or more Datacenter site infrastructures
Ability to manage personnel and should have lead a team of minimum 15

ERP Service Delivery Lead Resume Examples & Samples

10¬countability Category #4: APPLICATION MONITORING AND MAINTENANCE
10¬countability Category #5: CONTINUOUS IMPROVEMENT
10% Accountability Category #6: PEOPLE, BUDGET AND RESOURCE MANAGEMENT
Bachelor’s Degree (±10 years) in IT, or Computer Science or equivalent work experience
Minimum of 12 years of IT and business / industry work experience, with at least 8 years of
Experience in managing a large distributed team
5 years’ experience managing SAP applications including support & maintenance
8 years of people management experience
Experience managing for ITIL processes
Master’s Degree (MBA)
Minimum of 10 years’ experience in SAP Development and Service delivery

Gtoi Service Delivery Lead Resume Examples & Samples

You will provide 24x7 management and support of real-time transaction processing/application hosting environment, including service delivery management of functions that include installation, troubleshooting, performance tuning and capacity planning, and trending analysis
Coordination and oversight for the installation, maintenance, and tuning of hardware and software systems including but not limited to: operating system and related software; cluster services to support highly available services; middleware/application servers and software; web servers and software; automation and monitoring tools
You will liaison with infrastructure teams, application teams and business units as a focal point for solutions in scope
Champion continuous operational improvement across the organization driving awareness, visibility, and accountability through metrics, root cause analysis, and future prevention

IT Service Delivery Lead Resume Examples & Samples

Manages event response with necessary escalations are executed properly
Driving standardization, accountability, and responsibility at all levels of an organization
An ability to promote rapid positive change using best practices and operational/performance data, while remaining aligned with company vision and critical success factors
Develop and implement processes and procedures that ensure the delivery of consistent and measurable outcomes and meet internal and contractual commitments
Contribute toward developing a high-functioning culture of accountability and success-oriented behavior; champion proactive, persistent, and detail-oriented effort
Determine means to measure effectiveness of new processes and procedures through metrics and Key Performance Indicators, and ensure alignment with the organization’s Critical Success Factors
Experience working with management to ensure systems are available 24x7
Strongly prefer Service Level Management, Service Catalog Management
Multiple years experience in IT Operations
Able to work in a team setting or as an individual contributor
Two to three years’ supervisory or leadership experience is typically required

Service Delivery Lead With German Resume Examples & Samples

Interpret day-to-day business objectives and prepare/execute operational practices/work programs
May perform data entry or other client related tasks in various systems, as required
May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
Prepare and analyze complex reports/information and formulate conclusions
Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
Achieve full compliance with QA/SOX processes
Increase efficiency by managing processes, resources and technologies to ensure the smooth flow of operations to meet cost, quality, controls and delivery targets
6 years professional experience (minimum 3 years managerial experience)

Service Delivery Lead Resume Examples & Samples

Marketing and Marketing Automation knowledge and experience to understand publishing and production process with design/layout in his/her local language
Experience in managing a complex stakeholder environment in multiple countries
Strong verbal and written communication skills in an international environment in fluent business English
Articulate and attention to detail
Conflict management skill

IT Service Delivery Lead Resume Examples & Samples

Leads the day-to-day operational management of IT Service Management (ITSM) processes utilizing the Information Technology Infrastructure Library (ITILv3) structure and ServiceNow capabilities
Provide recommendations for Continual Service Improvement (CSI) and take corrective action as necessary to ensure the proper execution of the processes across OTC's Information Technology (IT) Department
Coordinates and manages process activities across the enterprise. This includes within the IT Department as well as external vendors to meet (and exceed) set internal and external SLAs
Coordinates Root Cause Analysis (RCA) efforts with internal teams and ensures all actions are completed within allotted timeframe
Executes process tasks in adherence with enterprise requirements
Assist entire IT Team in evaluating risks and issues to relevant Managers and/or the IT Service Delivery Manager
Creates and supports reporting (KPIs, customer/vendor SLAs, and Trending) for IT Management and Business Partners
Assists the IT Service Delivery Manager in driving Service management best-practice and process standardization across the enterprise
Assists the IT Service Delivery Manager in ensuring consistent end-to-end application of the process across the enterprise
Monitors process compliance and coordinates CMDB updates taking into consideration relevant risk evaluation
Engages with other process participants to identify continuous service improvement for all processes
Produces documentation detailing process workflow and actions taken

Service Delivery Lead Resume Examples & Samples

Identify trends in reported issues to aid in determining root cause and potential resolution
Partner with various internal teams on escalated issues; overseeing through all phases to resolution
Participate in the conversion of newly acquired divisions into PeopleSoft
Ensure compliance as it relates to Federal and State law requirements
Participate in payroll related tasks to ensure timely and accurate reporting
Strong Knowledge of PeopleSoft HRMS application or similar software
Working knowledge of leave management systems
Strong analytical skills to resolve problems quickly and to continually review and change practices for maximum efficiencies
Strong oral and written communication skills to have the appropriate level of interaction with customers interpreting policies, procedures and technical applications
High degree of initiative; proven team player, excellent customer service skills
Must be able to manage confidential information

s Regional ERP Service Delivery Lead Resume Examples & Samples

Management and accountability for the achievement of all Metrics (SLAs) within the region
Minimum of 5 years of ERP Service Delivery experience
Demonstrated experience with service delivery / ITIL
10 years of experience in a similarly complex technical organization
Ability to explain and champion detailed technical concepts to peers and management
Strong negotiation/persuasion and analytical skills

Digital Marketing Service Delivery Lead-manager Resume Examples & Samples

Recognizes opportunities for expansion of existing services and/or potential for new services; leverages SMEs across the organization to aide in sales opportunities
Exemplifies Accenture’s core values through client engagement and internal leadership within the project team and the practice
Evaluates and streamlines business processes to maximize efficiency and effectiveness within the team and with the client
Collaborates across global Accenture and/or client teams and serves as Key Contact for delivery
Participates in strategic planning meetings with the client and manages client expectations in terms of support and delivery
Participates in client stakeholder meetings including governance of financials, operations, and demand management/forecasting
Manages all financials including capturing additional sales opportunities, forecasting, and invoicing
Drives operational reporting and KPIs as it relates to the Marketing Services practice and collaborates with other Delivery Leads to share best practices and efficiencies
Responsible for ensuring successful delivery of all contracted services and meeting all service level agreements
7+ years of experience in marketing delivery roles within Direct Marketing, Campaign Management, Marketing Service Provider, Marketing Agency, and/or Marketing Operations
Understanding of integrated marketing across prospect and customer lifecycles
Experienced in the relationship between marketing strategy, customer data, segments, channel, creative, content, and offers and how they interact to drive desired business outcomes
Strong leadership skills and an ability to lead a cross-functional team of global marketing services professionals
Strong client management skills, communication skills, business acumen, and ability to understand our clients’ business challenges and marketing’s role in solving these challenges
Ability to collaborate across talented and diverse cross functional teams, including brand teams, other agency partners, technology delivery teams, campaign operations and campaign production, with the unified goal of delivering global complex client solutions
Understanding of marketing strategy with specific expertise in targeting, segmentation, test/control design, and campaign analytics
Experience with transactional databases and marketing automation platforms and technologies; for e.g. Salesforce Marketing Cloud/Exact Target, Adobe Campaign, IBM/Unica, Siebel-Marketing, Oracle-CRM-Marketing, SAP-CRM-Marketing, Eloqua, and/or Marketo
Demonstrated ability to successfully operate in complex organizations
Understanding of leading practices in email marketing
Strong written and verbal communication skills to articulate project requirements, communicate project status, and interface with internal and external team members
Comfortable leading a fast-paced, deadline-driven environment with rapidly changing priorities and a high volume of projects
Experience across multiple verticals, e.g. Life Sciences, Retail, Financial Services
Strong experience with B2B solutions highly preferred
Strong experience with Marketo highly preferred

Regional ERP Service Delivery Lead Resume Examples & Samples

Effective and efficient management of all ERP Service Delivery activity within the assigned region to ensure that all ERP service delivery activity within the assigned region is delivered in consistent, harmonized and optimal manner
Effective management of Functional Analysts assigned to ERP Service Delivery within the region
Minimum of 7 years of ERP Service Delivery experience
12+ years of experience in a similarly complex technical organization
Must have the ability to effectively challenge the status quo
Ability to problem solve and work well in complex, ambiguous situations
Proven ability to navigate the technology environment and work effectively with multiple groups around the globe

Service Delivery Lead Resume Examples & Samples

Deliver an integrated set of I&IS IT services to the businesses, typically across an agreed site footprint, operating within the delegation given by the relevant Service Delivery Lead BP Oman
Assist with the management of the operational budget across the region; ensuring the operation is delivered within delegated financial authority
Act as one of the I&IS points of contact and service integrators for daily operations and planned IT&S activities across the agreed site footprint. Provide input and guidance to assist with the diagnosis, investigation and to generate solutions to problems. Working with and as part of a network of IT&S service line representatives to ensure that day to day service delivery is coordinated across the agreed site footprint
Assist with designated IT&S planned activity (Projects & Changes ) impacting site operations
Integrate IT&S project planning with site project planning to ensure alignment between I&IS and the local IT&S segment teams
Clearly articulate the schedule of project activity highlighting site impact and facilitating local deployment
Operate within company policies and professional standards but apply latitude in determining their application and interpretation. Independently evaluate projects and selects techniques, procedures, and criteria using own judgment and/or solves issues and problems by following defined policies requiring some judgment
Support ensuring effective client engagement across an agreed site footprint with segment IT&S contacts on behalf of I&IS
Work directly with the local IT&S Managers/personnel to ensure IT&S and business strategies are aligned and that I&IS service options are understood
Assist in providing regular updates on the ‘Voice of the Customer’ into Customer Experience feedback channels
Ensure that specific site issues are understood and action plans are implemented to address
Act as the local conduit for delivery of information or initiatives aimed at enhancing Customer Experience
Ensure that site based IT Services operate in compliance with IT&S standards and all regulatory requirements relating to; Security, HR, Ethics, data protection and including HSE
Ensure that all site specific infrastructure projects are aligned and comply with Data Protection, Security and I&IS standards, and support the Gatekeeper and SPA, from a site perspective
Ensure there is service delivery cohesion and consistency across the agreed site footprint and or geography, provide input and guidance to any centrally driven or Global IT projects to ensure site implications are understood and to guarantee minimal business disruption
Ensure site level incidents are managed and resolved, with problem management follow-through
Good operational skills, bias for action, and a good understanding of all IT technologies
Experience in working with and within small to medium sites, multi-location teams, with good people skills, active listening and network building
Ability to facilitate effective teamwork and build collaborative relationships
This role is only open to Omani nationals
Minimum 6 years experience
The candidate requires a proven track record in the area of IT operation at a site level
Ability to network effectively across I&IS
ITIL Foundation/Practitioner qualification
CVP experience

Infrastructure Service Delivery Lead Resume Examples & Samples

Http://www.ibm.com/ibm/responsibility/corporateservicecorps
At a minimum, possess applicable intermediate ITIL certification (e.g., Service Operations, Service Transition, Operational Support and Analysis (OSA)
Have a working knowledge in all aspects of automation, telecommunications, and IT networks
Possess excellent troubleshooting and problem solving skills
Minimum of three (3) years of experience with ITIL-based Service Operations and IT Service Management
A minimum of ten (10) years of experience in Information Technology
Strong technical background across multiple infrastructure domains
Balanced level of understanding and working experience with the following: Server Computing (Linux & Windows), Storage (HP SAN), Network, Database in support of application and service Delivery, VMware Administration & Management, day-to-day change, incident and problem management processes, reporting and tracking of key operational performance metrics
Technical infrastructure project management experience desired

IT Service Delivery Lead-ts SCI FS Polygraph Clearance Resume Examples & Samples

Oversees all Operations Center operations during their shift
There will be 4 rotating shifts to provide 24x7 coverage
Provide daily supervision and direction to staff who are responsible for the Operations Center activities including ticket queue management, network operations and security operations
Using Service Level Management (SLAs, OLAs, etc.) and/or other processes and metrics to help an organization manage expectations and drive consistent outcomes
Typically a technical bachelor’s degree or equivalent experience plus six years’ experience in the function or an equivalent function are required
Bachelor's Degree or equivalent combination of education and professional experience
Experience in assuring a 24x7 enterprise IT environment is always available and mitigating/resolving issues/outages quickly
Have appropriate certification in compliance with the requirements of the DoD 8570 IAT Level I or the ability to obtain within 60 days of employment
Shift work may be required
ITIL Foundations or Practitioner Certified
ITIL Availability Management Certified

Service Delivery Lead for Operations Resume Examples & Samples

Minimum of 8 years of experience in Service Delivery Operations, preferably experience working with global teams
Minimum of 5 years of experience managing contractors and working with contracting vendors
Experience with apps on social media, video streaming and other technology
Knowledge on content moderation, Incubation, marketing and ads
Excellent customer service, communication and collaboration skills
Ability to quickly adapt to change
Ability to work independently and maintain a high degree of professional conduct
Ability to travel to different locations in the bay area, both client and Accenture sites
Attend occasional global meetings, maybe off hours due to participants from other regional

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