Service Delivery Management Resume Samples

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J O'Reilly

Judge

O'Reilly

48147 Nikko Crescent

Detroit

+1 (555) 449 9934

48147 Nikko Crescent

Detroit

Phone

p +1 (555) 449 9934

Experience Experience

New York, NY

Service Delivery Management

New York, NY

McClure LLC

New York, NY

Service Delivery Management

Provide guidance to create and review interface specifications between multiple systems
Identify, initiate and execute improvement actions in order to secure the quality of the delivery end to end
Manages communication at each stage of the life cycle of the escalation
Maintain delivery models, frameworks, job roles, assessments, and strategies
Maintaining and building Stakeholder management relationships to ensure all teams involved in change process’
Support presales activities and prepare solution proposals for new opportunities in collaboration with the demand management and component teams
Take responsibility for the SDT Operations Management teams

Detroit, MI

Service Delivery Management Stage

Detroit, MI

Gibson and Sons

Detroit, MI

Service Delivery Management Stage

IWP development and maintenance as assigned by BL Service Product Management
Manage and Support Service Delivery
Consistency and quality in SSD delivery engineers ways of working
Relating & Networking
Manage stakeholders on all levels within Global Service Delivery
Maintain delivery models, frameworks, job roles, assessments and strategies
Adapting & Responding to Change

present

Chicago, IL

Service Delivery Management Consultant

Chicago, IL

Spinka, Ritchie and Torp

present

Chicago, IL

Service Delivery Management Consultant

present

Work with service delivery teams to identify common issues and develop and publish Knowledge Management articles
Work closely with management towards service level measures and share metrics based dashboards to improve operational excellence
Develop and manage relationship with designated accounts throughout the engagement
Manage operational budget and assist with annual budget exercise
Expert in managing services in an environment with pre-negotiated Service Level Agreements and establishing continuous improvement of those agreements
Assist/guide internal Oracle groups on how to effectively use the various tools & environments associated with our cloud delivery
Assist in the coordination of maintenance windows between all impacted organizations

Education Education

Bachelor’s Degree in Satisfaction

University of San Francisco

Bachelor’s Degree in Satisfaction

Skills Skills

Able to travel 0-20%
Ability to do first/second level solutioning scenarios
Familiar with asset and license management and related budget activities
Familiar with IT project management
Expert in managing services in an environment with pre-negotiated Service Level Agreements and establishing continuous improvement of those agreements
Implementation and management of ITIL Service Transition and Operations processes
Technical experience with two or more of the following technical areas: audio/visual, disaster recovery, distributed/midrange platforms, storage, network, data center environments, messaging (Exchange/Lync/Sharepoint), Backup/Recovery, Wintel/Linux Computing, and/or Unix Computing
Master in Business Administration or a Computer Technology / Engineering field given additional consideration
6 - 8 years industry experience
3 - 5 years leading or managing a technical team

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15 Service Delivery Management resume templates

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Head of Data Service Delivery Management Resume Examples & Samples

To have oversight and take ownership of the delivery management of a third party company providing comprehensive pricing and reference data to UBS
To cooperate with Group units in managing and monitoring the relationship of UBS to external companies providing outsourcing arrangements for instrument data service delivery ensuring that a Service Termination & Exit Plan is in place and regularly updated
To implement and monitor the agreed SLA and KPIs with our service providers
To act as a contact point for escalated pricing and reference data queries or issues arising from our internal clients
To monitor and ensure that the teams in the service centre/service providers adhere to the relevant data processes and procedures
To lead internal client relationship management for data users, to build and sustain relationships with clients, to arrange regular client meetings and to provide relevant internal KPIs data
To keep up to date about changing practices, standards or procedures in the asset management and/or financial data industry
To help maintain the relationships with our data vendors and to assist in the selection process for new vendors if and when required
To implement and monitor the agreed SLA with internal clients, both end-users and application systems
To maintain, document, disseminate and apply specialist data knowledge
To lead UAT for new processes and systems, liaising with other business areas and offices
To ensure business controls including audit and regulatory requirements are relevant, implemented and adhered to
To analyse and to lead the implementation of data standards across our systems
Actively participate and give input to the Group Financial Instrument Data projects within UBS

Service Delivery Management Stage Resume Examples & Samples

Accountability for IWP delivery
Accountable for fulfillment of SSD KPIs
Responsible for delivery readiness for assigned IWPs deliveries
Manage and Support Service Delivery

NOC Head-service Delivery Management Resume Examples & Samples

Be responsible for the Surveillance, Fault Classification, Trouble Ticket Management, Duty Management, Process Adherence, Organization and Motivation of Shift Leader members, Front Office and Back Office leads
Conduct or participate in recruitment interviews for selection of personnel
Be able to recognize the training requirements for people and give coaching where applicable
Be responsible for the well being of all staff in terms of their working environment and conditions of employment
Allocate work to the personnel with training and skills capable of doing the task
Ensure the Front Office is adequately staffed at all times
Be responsible for adherence to all Processes and contribute in operational improvements as part of operational efficiency
Attend in all meetings as responsible for NOC function
Organize governance meetings with respective interfaces, and follow up action points
Ensuring a smooth operation of the day to day activities covering in-scope activities as per MS contract
Be responsible for managing Service Desk/Help Desk and Dispatch function and keeping synergy among all other functions
Single Point of Contact for all network outages and incidences
Be able to manage NOC operations financials
Responsible for NOC KPIs as per MS Contract

Service Delivery Management Resume Examples & Samples

2Job Summary
3Responsibilities & Tasks
Support Head of MSDP Operation in day to day Operational challenges
Take responsibility for the SDT Operations Management teams
Secure MSDP/WFM Operational Delivery Quality
Align, monitor and drive Operational Targets and KPI tracking
Support, drive and manage customer interaction, communication and escalation
Secure the quality of the services delivered, Operational Part, from the delivery unit, covering both the MSDP IT and Tools part
Align and drive Operational targets and KPI’s
Identify, initiate and execute improvement actions in order to secure the quality of the delivery end to end
Drive and bridge cross Operational unit questions
Cross functionally manage the organization staff, securing fulfillment of the area objectives and responsibilities within the mandate granted by the Service Delivery Tools Head of Operation
Maintain delivery models, frameworks, processes
Manages the escalation end to end with all involved suppliers or support tiers
Manages communication at each stage of the life cycle of the escalation
Ensure customer satisfaction
4Position Qualifications
Engineering Degree (BE/BTech) with Business Administrations (MBA)
Minimum Requirements for the job Service Delivery Management is 12 years of experience of Service Delivery
ITIL V3 Foundation (and certification) Recommended
ITIL V3 Service Operations or ITIL V3 Operational Support and Analysis
Primary country and city: India (IN) || Uttar Pradesh || Noida || Consulting&SysInt IT; ProdMgt; R&D SalesStratMkt&ComMgt ServEng; SharedServ; Stud&YP Supply&Log

Service Delivery Management Student Assistant Resume Examples & Samples

Basic knowledge in administration
Basic knowledge in organization
At least 6 months experience in Excel
Danish: Fluent

Service Delivery Management Center Analyst Resume Examples & Samples

Work 24x7 (365 days a year – weekends and holidays)
Maintain working knowledge of businesses being supported
Utilizing Monitoring tools and Ticketing systems
Review Metrics (Spreadsheets, Data Trending/Analysis, Database)
Provide technical support to a business or an organization's employees
Generate reports and/or post mortems for incidents, outages or managerial updates
Work with internal/external partners, including consultants, agencies and vendors
Be the technology advocate for the businesses and/or customers we support
Deliver exceptional customer service
Develop and review processes that most efficiently meet our clients’ objectives
Foster teamwork, share knowledge with peers and eliminate silos
Stand in for a team lead during his/her absence
Escalate problems based on severity
Provide timely notification to Management and support groups
Continually assess the environment, in order to identify areas of improvement through automation, refinement of existing processes and by implementing quality related improvements
Lead non-BAU related activities and mini projects, to improve the environment and to take the SDMC forward
Oversee and perform where required, monitoring of systems via centralized monitoring toolsets, to ensure the SDMC meet their pre-defined escalation and notification criteria
Perform proactive tracking of critical path batch cycles and the formal scheduling toolsets, in order to identify any potential issues, prior to a failure or ‘bottleneck’ occurring
Assess and highlight risks in the environment based upon procedural exposures, current Information Security policies and Risk Assessments
Trouble Ticketing systems
Monitoring Tools
PC hardware Troubleshooting
Network Protocols
Advanced Windows knowledge
LAN/WAN knowledge
Internet/Browsers
Spreadsheets
MS Exchange
Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)
The SMDC Analyst should be familiar with network monitoring tools to troubleshoot network or other client/server type issues
Must be organized, able to multitask, communicate clearly in verbal and written format, and conduct yourself as a true professional at all times
The individual must have the ability to work alone or as part of a team to meet deadlines or project deliverables
Provide analysis and evaluation data/MIS to discover and resolve negative trends in equipment availability
Proactive and flexible in terms of workload and providing coverage is essential, due to the nature of the environment, shift patterns and workload. (Severe weather, Holiday Coverage, COB situations)
Any IT associated qualifications would be advantageous
ITIL Foundation Certificate or similar is highly desirable
The SDMC Analyst should be able to follow documented processes & procedures and to repeatedly follow instructions consistently
Ability to listen, plan and organize to achieve assigned goals

Specialist, Service Delivery / Management Resume Examples & Samples

A minimum 5 years of customer service and client technology support experience
Exceptional customer service skills, including a demonstrated record of customer focus
Possess highest standards of Ethics, Integrity, Compliance and Financial Stewardship
Understanding of Merck's global computing environment including standard hardware, mobile device administration, core and optional software layers
Highly effective written and oral communications skills with the ability to communicate with peers, customers, and management
Experience with leadership, team building and collaborating with others
Ability to handle stress and pressure with poise
Must have exceptional troubleshooting and technical skills

Service Delivery Management Consultant Resume Examples & Samples

Skilled at establishing and managing “manager” level client relationships
Exceptional problem solving, issue resolution and customer service skills
Single point of contact for operational delivery for all day-to-day issues with our various offerings
Assist/guide internal Oracle groups on how to effectively use the various tools & environments associated with our cloud delivery
Responsible to document and formally transfer all customer environments to our customers
Coordinate and ensure timely response and resolution to all service activity, promote management awareness when appropriate
Assist in the coordination of maintenance windows between all impacted organizations
Assume overall responsibility for customer satisfaction
Responsible for coordinating 24/7 incident management activity for assigned customers
Bachelor’s degree in information systems or related field preferred
Demonstrated prior Account Management / Engagement Management experience
Minimum 9 years of work experience with increasing levels of responsibilities in a technical support role
Demonstrates a positive attitude and energy
Ability to work as part of an on call structure for customer issue management

Service Delivery Management Consultant Resume Examples & Samples

Develop and manage relationship with designated accounts throughout the engagement
Advocate Oracle's support services and best practices to customers
Drive high degree of satisfaction and referenceability
Represent Oracle as the single point of contact for assigned accounts
Plan and deploy support activities to ensure effective service delivery and to improve quality of services
Collaborate with internal sales teams to support designated accounts
Assist in the renewal of support contracts and contribute to lead generation
Equip with relevant hardware and systems knowledge to enable general technical discussion with customers
Take project lead role, if necessary
Able to work independently and under pressure
8+ years' experience in similar capacity. A university degree preferred

Service Delivery Management Consultant Resume Examples & Samples

Single point of contact on operational delivery for all day-to-day issues with our various offerings
Comfortable working in a highly matrixed environment
Knowledge of Six Sigma tools and its application. (Six Sigma certification preferred)

Service Delivery Management Consultant Resume Examples & Samples

Working knowledge of BI tools, Data analytic tools and various Ticketing systems like OBIEE, Oracle APEX, CX , REMEDY etc
Interpret data, analyze results using statistical techniques and provide ongoing reports
Locate and define new process improvement opportunities
Demonstrated prior management of operational metrics and measures with applied experience on improving service excellence
Minimum 8 years of work experience with increasing levels of responsibilities in a data analytics , reporting and dashboard design, development and continuous improvement

Director of Service Delivery Management Resume Examples & Samples

Oversee account Service Delivery manager's for assigned regional accounts throughout a multi-state territory
Oversee remote account relationship representatives
Oversee approximately $50m annual services revenue retention and attainment as designated
Leads direct reports to consistently improve year over year services business growth, customer
Embrace and encourage diversity in the workplace through conscious effort to hire, promote

Service Delivery Management Consultant Resume Examples & Samples

Apply a structured change management approach and methodology to effectively review changes and assess business impact due to them
Reviews all change requests, Identify potential risks and anticipated points of resistance, provide feedback and seek technical inputs before approving the changes
Lead Change Advisory Board (CAB) and ensure all changes are effectively reviewed and actioned accordingly
Reviews all implemented changes to ensure that they have met their objectives; refer back any that have been backed out
Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
Produces regular management reports
Regular communication of upcoming changes and related business impacts to all relevant stakeholders
Consistently reduce unauthorized changes and ensure all organizations groups adhere to change management process
Consistently review Change Management processes to enhance and simplify to meet
Maintains the organisation release calendar on regular basis, identify and resolve the conflicts identified
Validate the implementation plan to ensure the release readiness of the applications
Support the operational issues quickly during the Early life support period
BS or MS degree or equivalent experience relevant to functional area
ITIL V3 Certified
ITIL Intermediate (Service Operations and Service Transition)
5-7 years of related industry experience managing ITIL Change
Willing to learn new technologies
Strong customer support skills
Experience in financial services is preferred, but not required

Service Delivery Management / Director Resume Examples & Samples

Enhanced Customer Service – enhanced performance through better scheduling and dispatch processes, enabling an enhanced interface for our customers to interact directly with us to book appointments and work
Enable Future Growth – deliver systems to enable agility and growth through enhanced visibility and connectivity that will make it easier for employees, contractors and stakeholders to engage with National Grid to support the growing work plan
Manages the point of engagement for all elements of the US Gas Business Enablement program’s consumption of IS services and, where a service is being developed within GBE, directly manages the establishment and operation of that service as well as its eventual integration into the larger IS shop
Takes responsibility for operational delivery from the Service Delivery ecosystem, including frameworks for service standards and operational agreements
Builds long-term relationships on behalf of National Grid with stakeholders in partner organizations
Within scope of control, manages costs, resources, and benefits to ensure that maximum added value is achieved at minimum cost
For new or significantly changed services specific to GBE, defines appropriate service levels for Service Delivery partners. Defines monitoring standards and reporting methodology
Gives leadership to staff to enable effective service delivery. This includes those within direct management line and matrix team within National Grid and partners
Contributes to policy making including strategic planning, hardware and software procurement, staff development and rewards, choice of methods and standards
Influences policy and procedures covering the selection of suppliers, tendering and procurement
Acts as a point of contact between National Grid and select GBE ecosystem partners, ensuring that National Grid deals with partners within the terms and conditions of the contract, and that all communications between partners and National Grid take place effectively, efficiently and in a timely manner
Leads regular review meetings with suppliers and meets customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained
Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept and that appropriate action is initiated to maintain service levels. Identifies and implements new service performance metrics
Ensures that those within reporting line are appropriately developed, motivated, empowered and that they deliver appropriate results
10 years’ experience managing operationally and commercially complex IS services, ideally in a mission-critical environment involving a mix of traditional and agile delivery practices
Knowledge of Dev-Ops and testing centers of excellence highly desirable
ITIL v3 Expert certification highly desirable
US Regulated Utility knowledge and experience desirable

Specialist, Service Delivery / Management Resume Examples & Samples

Responsible for day to day support of the service process defined around a specific Tower, data collection, documentation and reporting
This role is considered the SME for specific Tower or Towers and Data Management
This role will primarily utilize in-depth technical knowledge and expertise while working as an individual contributor
Responsible for follow up and monitoring of business process with the vendor partners
Proven team leadership and IT experience in a diverse and complex global environment. Ability to thrive in a dynamic, rapidly changing matrix environment
A strong, demonstrated record of delivering IT project and services to support business initiatives
Possesses strong strategic and tactical skills as well as excellent written and oral communication skills
Analyzes current conditions and clearly defines problems and opportunities. Must be able to work independently and enable/facilitate productive and business-like meetings
Must be able to work with individuals at all levels and demonstrate a level of professionalism that instills confidence and inspires trust
Ability to achieve goals through others without having direct responsibility for them is critical. Strong people management, communication, leadership, and change management
Experience working in a highly regulated environment and thorough understanding of the System Development Life Cycle for computerized systems

Service Delivery Management Consultant Resume Examples & Samples

Review existing services including to ensure a thorough understanding of the requirements
Produce Project Scope Objectives and Approach that outline the Project Management processes and include
Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
Regularly update the users and OMCS team on progress against Plan
Implement Service Improvement policy and processes
Establish priorities
Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
Plan for service growth
Strong Technical Skills. Have a solid understanding in Oracle RDBMS and Oracle Applications, as well as a functional background. Experience in SQL a plus

Specialist, Service Delivery Management Resume Examples & Samples

Manage and own the BPC change control process
Manage and own the BPC security process
Assist in administering various BPC applications
Work with users to troubleshoot and resolve issues
Ad hoc projects as necessary
Strong interpersonal, communication, and organizational skills are a must. This candidate must have a very strong focus on customer service and user support. Strong problem solving skills and the ability to sell and implement solutions are also critical
Minimum of 2 years of professional IT experience

Mgr, It-service Delivery Management Resume Examples & Samples

Critical Incident Management
Production support escalations
Risk Register : process and governance
Global Command Center dashboard
13 week rolling operational calendar
Problem ticket, RCA, CA-PA
Continuous Service Improvement register
Small enhancement
Transition to Support
Remedy Queue mapping
Operational Performance Reporting
Global Daily Operational Reviews routine
Global Command Center dashboard/metric reporting
Bachelor’s Degree Required
More than 7 years’ experience managing enterprise applications, IT infrastructure and vendors
Good background in MBO and ZBB methodology
Experience in the Food Industry preferred
Good vendor management experience
Sound decision-making skills under pressure
Highly effective planning and prioritization skills
Good task management skills

Service Delivery Management Resume Examples & Samples

As a Principal Solution Architect, one will be responsible for translating service providers business requirements into specific system, application, and process designs. This includes working with client personnel and executives to identify functional requirements and subsequently working with and leading others in the identification, justification and design of the client's BSS/OSS solution. Responsible for a wide range of activities from gap analysis through design specification. At the Senior level or higher, the position requires significant knowledge across competitive COTS solutions, multiple platforms, processes or architectures, as well as broad knowledge of new technologies, and will include directing the design efforts of less experienced architects as part of a larger SI project, in one or in multiple domains
Support presales activities and prepare solution proposals for new opportunities in collaboration with the demand management and component teams
Support project delivery by mapping functional requirements, business process and use cases for delivering end to end solution architecture for OSS/BSS systems
Creating solution architecture blueprint based on desired business outcome and high level requirements
Derive solution components / COTS from the strategic architecture
Support and guide design teams in designing component high level and detailed designs
Provide guidance to create and review interface specifications between multiple systems
Initiate and drive proof of concepts
Industry experience: 20+ years’ experience in a Telecom System Integrator or an ICT organization with in depth understanding of ICT business
Proven ability to advise large scale complex business transformation engagements with processes, solutions and operations
Experience in implementation of Mobile/Fixed line/Broadband solution for a large telecom operator
Must have exposure to Service Oriented Architecture implementations
Should have expertise in reviewing design OSS/BSS and end to end convergent solution using COTS products
Should have experience in the implementation of business transformation and system replacement projects for large scale industry requirements in the OSS/BSS domains
Should have experience in cloud technologies and solution
Should have data center migration and application porting experience
Should be familiar with performance optimization and performance tuning of large software systems
Should be sufficiently familiar with practices, methods and tools used to deliver world class software. Experience in solution implementation using agile methodology would be a plus
Should have understanding of technology lifecycle and asset management paradigms
Must have good written and verbal communication skills. Must have experience in direct customer interactions
B.E/B.Tech/ M.Tech/ M.E ( Any Engineering Graduate)

Service Delivery Management Resume Examples & Samples

10+ years of experience in software architecting and design, overall industry experience of 14+ years
Programming Languages: Java (mandatory, Architect level certification preferred), C++ (optional), Perl, Scripting
Web Development: JSP, Servlet, Java Script, HTML, XHTML, WML
Frameworks/Technologies: STRUTS, Spring, Hibernate, Webservices, XML-RPC, SOAP, Oracle BPEL
Development Methodologies: OOAD, UML (Mandatory)
Hands on experience in Configuration Management, Source Control, Release Management areas and related tools (SVN, GITS, Maven, Hudson, Jenkins, CruiseControl, ANT, etc)
Knowledge of Application Life Cycle Management & related tools like TeamForge, OpenALM, IBM CLM, etc is a plus
Application Architecture

Service Delivery Management Resume Examples & Samples

You will lead and support Service Delivery
Maintain delivery models, frameworks, job roles, assessments, and strategies
Lead sponsors on all levels within Global Service Delivery
Provide training and drive knowledge transfer
Education: (Recruiter to supply educational requirements)
Min years of experience: (Recruiter to supply)
Domain experience: (Recruiter to supply area of expertise – e.g.: Cloud, BSS, OSS etc.)
You possess at least 2 years of Service Delivery experience
Prior Knowledge of Sales Processes
Brand Knowledge and skills
Fundamental Leadership Competence
Financial acumen and skills
Inventing and innovating experience
You are capable of formulating strategies and concepts
Presenting and communicating information
Social, communication and negotiation skills
You excel in adapting and responding to change

Service Delivery Management Resume Examples & Samples

Create acceptance documents
Perform dimensioning analysis or implementation analysis
Estimate costs for customer adaptations, implementations teams and/or operations
Collect and document customer functional, features and delivery requirements, perform technical gap analysis
Prepare and write solution and/or implementation descriptions
Write/Reviw System test specification, plan
Handle 3’rd Party Products to be used in the solution
Providing guidance for LLD

Service Delivery Management Process Architect Resume Examples & Samples

Required Skills
Good understanding of IS/IT trends in the market and how they relate to business requirements
Good understanding of business strategies
Experience in supporting transformation initiatives
Experience in creating roadmaps
Enterprise Architecture Framework certification (e.g. TOGAF 9 Certified)
Knowledge of other Enterprise Architecture frameworks
Exposure to IT business models and associated technology portfolios
Knowledge of the IT4IT Reference Architecture
Up to date knowledge of Business and IT application architectures
Program / Project Management skills
Able to translate business needs into architecture change
Able to communicate effectively with Stakeholders
Able to think pragmatically and in context of business priorities
Ability to build and maintain a network of Solution Architects
Knowledge of SAP and Digital landscapes
General Skills
Fluent in English - both oral and written. Excellent documentation skills
Three+ years leadership experience (e.g. team lead, project manager with project resources, subject matter expert leader)
Work within a global virtual team for knowledge transfers and coaching to ensure actions and objectives are achieved
IS-IT experience and knowledge in a large / multinational corporations

Service Delivery Management Consultant Resume Examples & Samples

Provide operational oversight and management for the IEHR-PLIS Program
Primary Point of contact for operational support & escalations
Set direction and priorities for level 2 support teams
Set operational priority for level 3/ Architecture teams
Manage and present SLA/SLO and monthly metrics at customer facing Joint Operating Committee (JOC) meeting
Manage resource allocation and conflicts working with Program Leadership team
Facilitate high priority incidents, problems and application stabilization where multiple support groups are required
Work closely with Architecture team for sustainable solutions design
Engage early with Project teams for transition plans, knowledge transfer and operations requirements

Specialist, Service Delivery / Management Resume Examples & Samples

Infrastructure Associates in this role will function as information technology (IT) professionals serving as technical liaison and participate in or oversee a variety of analytical and technical assignments that provide for problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an information technology infrastructure environment. Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters. Provide onsite or remote access diagnoses and resolution of computer hardware and software problems
Deskside Support Associate will also be required to be an expert in Deskside Support operations able to analyze, evaluate and diagnose very complex technical problems in a minimum period of time. The work may involve implementing new technologies and procedures, integration and configuration work and responding to complex client problems. All tasks should be completed in line with company technical and quality standards and procedures and to provide a high degree of customer satisfaction
Project Management Responsible for technical leadership, project management and execution to achieve customer satisfaction, operational and financial success. Ensure resources are in place and manage the activities of staff, ensuring that they have the required information, equipment and tools necessary (i.e. schedules, procedure documentation, parts etc.) to complete the project. Candidates must be a self-starter that can operate independently and autonomously
Minimum 3 years experience in IT support or a related discipline
Windows – MAC – IOS
Network - Server Administration – Telephony – Mobile Device Management

Specialist, Service Delivery / Management Resume Examples & Samples

A minimum of 5 years experience in IT support or a related discipline
Windows OS, Mac OS X, iOS
Networking, Server Administration, Telephony, Mobile Device Management

Service Delivery Management Consultant Resume Examples & Samples

Understanding of COBIT v5, IT Service Management (ITSM), ITIL v3, and continuous improvement including Lean and Six Sigma
Understanding of SSAE16 (i.e., SOC1) compliance requirements and management
Implementation and management of ITIL Service Transition and Operations processes
Technical experience with two or more of the following technical areas: audio/visual, disaster recovery, distributed/midrange platforms, storage, network, data center environments, messaging (Exchange/Lync/Sharepoint), Backup/Recovery, Wintel/Linux Computing, and/or Unix Computing
Familiar with IT project management
Expert in managing services in an environment with pre-negotiated Service Level Agreements and establishing continuous improvement of those agreements
Ability to do first/second level solutioning scenarios
Familiar with asset and license management and related budget activities
Bachelor’s degree (BS, BA), Computer Technology, related technical discipline, or equivalent 10 years’ professional technical experience
Master in Business Administration or a Computer Technology / Engineering field given additional consideration
6 - 8 years industry experience
3 - 5 years leading or managing a technical team
Cloud / Hosted / SaaS solutions experience required
ITIL v3 Foundation certification given additional consideration
PMP certification given additional consideration
Able to travel 0-20%

Service Delivery Management Resume Examples & Samples

Managing the requests under a Change process - reviewing change requests, approving changes and managing changes across a portfolio or project environment
Understanding the Change within the delivery lifecycle - from project initiation through completion. How changes will need to be made throughout its life cycle
Maintaining and building Stakeholder management relationships to ensure all teams involved in change process&#8217
Understands Change processes - is able to ensure that proposed changes are interpreted in terms of their potential effect on project timescales, costs, benefits, quality and resources
Understands legal compliance and ITIL
Manage the impacts of change on cost estimates, activity sequences, schedule dates, resource requirements, and analysis of risk response
Develop and manage relationships with key stakeholders to design strategic data and analytical roadmaps for their business area
Agitate the business around the ‘art of the possible’ from a data and analytics perspective – creating demand in areas where there is potential big value
Evidence of attention to detail
Lead your team to deliver multiple complex cross-functional projects