Service Delivery Manager Resume Samples

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L Lueilwitz

Lisette

Lueilwitz

59481 Ortiz Drive

Dallas

+1 (555) 692 1375

59481 Ortiz Drive

Dallas

Phone

p +1 (555) 692 1375

Experience Experience

New York, NY

Service Delivery Manager

New York, NY

Krajcik and Sons

New York, NY

Service Delivery Manager

Manages and ensures consistent application of human resource processes including career development, performance management within area of responsibility
Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis
The manager can define KPIs, manage to metrics, and perform data manipulation in Excel to analyze team performance
Develop, deliver and manage on maintenance releases for the KMF in partnership with the KMF Development and Test Manager /
Manage the Service Portfolio; ensure processes exist for Change Management, plan for Demand Management & oversight of Incident Management functions
Develop, deliver and manage on maintenance releases for the KMF in partnership with the KMF Development and Test Manager
Audit the service management processes (Incident Management, Change Management, Problem Management)

Los Angeles, CA

Service Delivery Manager Level

Los Angeles, CA

Harris-Koepp

Los Angeles, CA

Service Delivery Manager Level

Delivering service that meets SLA and delights the customer /(KPI: SLA achieved & high customer satisfaction)/
Managing financial performance and productivity improvements /(KPI: Value for customer, enhanced margin and P&L performance v Plan)/
Owns delivery of service through service delivery team across a number of services including Managed Print Services, Reprographics
Relationship management of all key clients in a challenging environment, including senior stakeholders and Management of regular contractual meetings
Stakeholder management of Xerox internal customers as the account lead including but not limited to Procurement, Billing, Credit Control, Sales, Value Proposition Development, Commercial Group, Finance Team, Health & Safety Team and Senior Management
Creation and ownership of management information reporting and quarterly business reporting
Creation of account strategy working with Sales colleagues, planning and opportunity development for the account to foster a ‘same account growth’ programme

present

Los Angeles, CA

Technical Service Delivery Manager

Los Angeles, CA

Morar, Ebert and Howell

present

Los Angeles, CA

Technical Service Delivery Manager

present

Work with technical groups and business owners to make sure they can identify and diagnose potential customer quality issues before they become actual problems
Provide Team Manager with weekly report on Install Base metrics; Credits, Churn, Growth, EOTR
Assist the application and development teams in coordinating tasks, releases, testing and closure of issues
Identification of process improvement and management of change
Create coordination and collaboration with other teams to support development activities
Escalation management combined with executive communication
Send reports to SBU/customer and tracking key performance metrics

Education Education

Bachelor’s Degree in Computer Science

Virginia Commonwealth University

Bachelor’s Degree in Computer Science

Skills Skills

Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills
Knowledgeable of major storage vendor support structure, on-line support tools/systems, knowledge databases and escalation procedures
Ability to build strong working relationships across all levels within the organization with strong verbal, written communication and organizational skills
Strong domain knowledge in EY service line or CBS function in a professional services environment
Maintain composure by responding calmly, quickly, professionally and decisively to the unpredictable or unexpected
Highly organized and ability to effectively multi-task and plan/manage deliverables
Knowledge of field work force scheduling for a field engineering work force highly desirable
Previous experience in successfully managing service delivery in a service operations role. Knowledge of service delivery in an FM environment highly desirable
Strong analytical and problem solving skills, the ability to systematically break down complex issues into manageable parts
Excellent communication skills both verbal and written; ability to articulate complex concepts to a non-specialist audience

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Service Delivery Manager Resume Examples & Samples

Responsible for identifying appropriate training courses, development tools as well as ensuring the definition and documentation of processes
Demonstrated effective people management and leadership ability
Previous experience in Project Management
Strong insight and understanding of the elements needed to achieve and maintain a culture of success
Very effective listening skills including the ability to interpret and respond to subtle body language, facial expressions and tone
Ability to lead, coach, motivate and encourage staff
Excellent written and verbal communications skills
Ability to effectively analyze the skills, capabilities and strengths of their staff to ensure effective deployment
Effective planning and scheduling skills
Ability to foresee/identify risks and subsequently

Service Delivery Manager Resume Examples & Samples

Manages the local I.S team & associated HR functions (appraisals etc), CSC FTE (where applicable) and is fully accountable to ensure proper service delivery in line with GIS standards & business expectations
Day to day management of site infrastructure, operations & application including SAP (in conjunction with GIS/CSC/IBM/Savoye & other vendors)
Forms a strong and influential working relationship with the cluster BRM and regional infrastructure / application leads in order to implement plans and delivery value for demand of IT services
Uses systematic processes and judgment to assess the overall current and future resources within the site and advices the BRM on short, medium and long term strengths, gaps and needs
Coaches the project team in delivery and dealing with concerns raised by the business. Identify the barriers and potential risk implementation and the possible unintended consequences of the change to business
Responsible for follow-up on user escalations until resolution
Identifies and escalate broken functional processes within the framework of the regional support model
Acts with integrity – honor commitments, takes responsibility for decisions and behaves consistently
Bachelor's degree required. Masters is a plus
Minimum 5+ years of relevant experience
Superior interpersonal skills & ability to communicate comfortably with all levels of site management
Adaptable and able to work under pressure
Ability to work independently and with limited direction
Excellent knowledge of Microsoft Office Suite

Service Delivery Manager Resume Examples & Samples

Work with BRM & Business Stakeholders to understand, communicate, and manage demand for IT services
Coordinate GIS-initiated projects
Provides high touch customer support to ELC end users in defined location(s)
Handles customer service escalations from the service delivery process
Coordinates the execution of service requests / incidents /problems working through internal and external service delivery teams
Monitors the execution of operational service processes related to any service issues assigned
Reviews service level reports for internal and external delivery parties,
Provides regular and timely service delivery reports to BRM
Provides technical advice, guidance and support for APAC IT Procurement related activities
Performs other duties as required in line with role and corporate strategy
Able to communicate comfortably with all levels of management
Able to translate IT terms into business language
Projects a professional image
Appreciates cultural diversity
Working knowledge/ experience of business practices in APAC
In-depth knowledge/ experience with management of IT Infrastructure and equipment
Open minded & positive outlook
Problem analysis and problem solving skills
Organizational and project management skills
Adaptability and ability to work under pressure
Ability to work with limited direction

Service Delivery Manager Resume Examples & Samples

Significant previous experience of IT Service and Delivery Management principles with a proven track record of delivering results and introducing key ITIL disciplines and practical project management techniques to programs
Must maintain excellent verbal and written communication skills. Able to translate complex technical issues which are easily digestible for customers and stakeholders from a non technical background
Must demonstrate a proven track record of dealing with senior level executives
A consistent attitude and respect for high quality standards and maintaining this despite competing pressures
A strong relationship builder who develops and maintains relationships to help attain targets. Able to share information across teams, business lines and geographies
Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change. Flexible and able to adapt to new situations as the business demands
Influential and able to persuade peers and stakeholders (at various levels) and thereby overcome resistance to change and sustain support

O&t-l Service Delivery Manager for Production Management Resume Examples & Samples

Demonstrate a basic understanding of production service management in IT services and the ITIL framework
Good comprehension of the Production Support environment, product domain and how it relates to real customer experience
Engage indirect/vendor resources through a managed services framework and processes
Demonstrate a good understanding of partner processes like Event, Incident and Problem and Change Management, IT Service Continuity Management, Availability Management and Knowledge Management etc
Shows a strong understanding of Enterprise Data Warehouse applications in Consumer Banking
Good knowledge in IBM Websphere Datastage, Business objects, Oracle and Teradata, TWS, Unix
Shows personal drive and able to work independently with minimal supervision
Holds self and others accountable for results and decisions
Demonstrates good interpersonal skills in working with different groups across the organization

Technology Service Delivery Manager Resume Examples & Samples

Problem and incident management
Ensure the company tools, standards and technologies are utilised correctly and relevant information is provided
Developing and measuring group service level agreements (SLAs) and key performance indicators (KPIs) and that escalation flows are in place
Responsible for the delivery of services within the SLAs and KPIs
Reporting team KPIs
To build services relationships with internal users
Be the focal point for technology incident management; ensuring appropriate root cause analysis is completed and mitigating steps are actioned
To ensure overall quality of technology services
To ensure that systems, processes and methodologies are followed to ensure effective monitoring, control and support
Build project plans and schedule resource to meet business requirements
Represent technology on the ESSC Change Assurance Board
Ensure transfer of knowledge to other BlackRock teams to ensure ESSC systems are understood and managed appropriately
Proactively identifies and communicates issues and risks related to the project
Liaises with the Project Sponsors, Project Manager, IT Lead and Test Lead to schedule projects
Facilitates cross-organisational communication effectively to key stakeholders
All aspects of Configuration and Release Management
Very strong communication and presentation skills (written and verbal); concise and articulate
Extremely motivated and ability to operate in a fast paced environment
Familiarity with UK Defined Contribution Pension would be an advantage
Extensive work experience in a technology environment ideally in service delivery
Excellent analytical, creative and problem solving skills with the ability to apply original and innovative thinking
Foundation in SDLC methodologies working on large-scale IT projects
Demonstrable track record in delivering technology solutions
Knowledge of technologies including: Microsoft .NET, J2EE, server virtualisation, networking and an all-round awareness and understanding of additional software and technologies
Experience with Service Oriented Architectures and web-centric applications
Knowledge of installing, configuring and administrating technology solutions
Ability to research subjects, with a commitment to provide continuous improvement
To work under pressure and think clearly in challenging situations and have the confidence to 'make the right call'
A passion for technology
Consistently high level of attention to detail, assuming ownership and following up on work to its resolution
A passion for learning combined with a natural flair for technology
Relentlessly positive, flexible and proactive with a “can do” attitude
Hard working team player
Ability to work under minimal supervision

Service Delivery Manager Resume Examples & Samples

Thorough understanding of Analytical and BI products suite and methodologies relating to their use
Work closely with the Incident/Problem/Change Management teams. Provide support during production incidents, determine impacts and plans around High Risk changes, and ensure root causes are remediated across the environments
Analyze metrics for trends and determine action plans as necessary. Produce metrics and management reporting as needed
Able to communicate effectively and articulate issues concisely to executive level management, including both written and verbal communication
Ensure the stability and health and well-being of production
Drive production improvements and service delivery, including Monitoring/Automation, Separation of Duties, Audit, Risk, CSA’s, ESM scores, backup success, defining SLA’s and OLA’s, etc
Disaster Recovery Strategy: Partners with the application owners to develop and update comprehensive DR strategy across the LOB enterprise. Works with Production teams to develop specific Disaster Recovery plans that meet the overall strategy. Recommend specific tools strategies, and solutions for DR solutions
Review existing production environments, making recommendations for remediation and driving improvements
Review capacity and performance
Incident Consulting: Provides technical assistance with the most challenging issues that span multiple systems, or show recurring trends that have not been successfully resolved
Frequently anticipates problems and analyzes ways to mitigate the risk
Projects excellent command of business knowledge and has the ability to solicit input from internal and external sources
Is recognized as a positive leader and frequently provides feedback and strategic recommendations to management
Implements complex medium- scale projects and has expertise in project management methodologies, requirements gathering, and determining scope
Broad technical experience i.e, AiX/Red Hat, knowledge of data mining/data mining tools and data modeling
Understanding of SAS product Suite
Advanced understanding of LoB technology drivers, their impact on architecture design, new technologies, and how these translate into production improvements
Advanced understanding of performance and monitoring
Proficient in more than one specific infrastructure technology
Advanced understanding of best practices and JPM Chase policies, especially Production Assurance and/or Incident Management (P1M)
Advanced troubleshooting skills
Advanced understanding of best practices and Chase policies
Must be able to assemble technology solutions and effectively define and implement a working architecture
Proficient in multiple business disciplines, functions and knowledgeable about the business' strategic direction and how technology solutions can apply

Unix Automation Service Delivery Manager Resume Examples & Samples

Analysis of the organization's business needs with the capability to translate LoB requirements for automation use cases into design and implementation plans
Development & implementation of robust operating system, middleware and application configuration solutions across GCS and line of business partners
Interface and maintenance of NoSQL database environment
Keep up-to-date on business trends and the latest technology innovations to forecast solutions, and anticipate emerging business changes
Collaborate with other technologists across the firm and GCS in particular to assess current capabilities and bridge the gaps with legacy and future systems
Can provide feedback and strategic recommendations to management
Experience in medium to large enterprise or service provider of a distributed platform
Significant years of professional experience working with CFEngine nova or equivalent (Puppet, Chef)
Significant years of professional experience with Redhat in a large, mission critical global production enterprise(1000+ servers)
Strong understanding of Unix Security and LDAP
Advanced scripting abilities with Shell and Perl
Understanding of SAN/NAS technologies and configuration management of the OS to support SAN/NAS
Ability to adapt to a dynamic work environment - must be able to multi-task and work with minimal guidance
Results driven, ensuring short-term goals are achieved while supporting long-term initiatives with an appropriate sense of urgency
Experience in database technologies: (NoSQL), NEO4J, Mongo, Oracle, MS SQL Server, Sybase
Experience in scripting and automation such as PERL, Shell (Bourne, Korn, C-Shell), JAVA, JavaScript, HTML and PHP
Resource consumption monitoring to support life-cycle management, capacity planning and charge-back
Application performance management tool knowledge

SAS Service Delivery Manager Resume Examples & Samples

Willingness to learn & ask questions
Bachelors Degree in Computer Science or related field
At least 7 years hands on AIX / Linux Experience
At least 3 years SAS infrastrucuture experience
Infrastructure Architecture experience
3-5 years team lead / management experience
Disaster Recovery policies and best practices experience

Service Delivery Manager Resume Examples & Samples

Location
Act as a communication and escalation point to all business line and represent the location technology function together with the TSM at the LOC (Location Operating Committee)
Represent the technology function to all vendors and outside service relationships, speaking at functions representing JPMC as appropriate
Perform a senior Technology advisory role to location and business leaders within the location
Provide escalation point for technology in location
Ensure that local regulatory requirements are understood and addressed by local team and act as an escalation point for any location risk related
Managing day to day IT operation support and make sure that the delivery processes are complied with local regulator and local/regional/global JPMC technology standards
Understand the service delivery requirement of the location for all technology groups
Establish strong linkage with regional/global teams to leverage common processes, functions and resources to effectively deliver global services to location
Make sure that service delivery process standards are followed, attend regular service delivery meeting with regional team and make sure there’s no outstanding risk and hygiene issues for the location
Manage the technology risk for the location, identify any potential risks/gaps and escalate it to the TSM in the location
Engage in risk forums relevant for the location, ensuring adherence of the control environment
Helping the TSM to prepare location’s response to all internal and external audits
Coordinate business continuity and disaster recovery activities within location
Ensure that appropriate asset management processes and procedures are implemented and followed at all times
Involve in management oversight of technology population in the location
Provide input into training, development, performance evaluation
Lead and deliver at local staff forums, present global, regional and location news and updates so that staff feel engaged in the progress of the organization
Contribute to the support network within JPMC by conducting coaching and mentoring to all levels locally and remotely
In excess of 7-10 years IT experience, preferablywithin the financial services sector
In excess of 5-7 years demonstrated experience at a management level, being able to articulate proven staff development and growth sucess
Expreienced in working in an influential role, specific experience in senior roles
Strong communicator able to create and amintain people relationships
Relevatn degree
Valid NBI clearance
Photocopy of Birth Certificate
SSS and TIN information
Transcript of Record or Diploma (if graduated)

Service Delivery Manager Resume Examples & Samples

Service Delivery Management, Project Management, Time Management, Transformation experience
Oversight to day to day Operations & Support of the Online Media and Mobile Applications Production support team, liaising with Development, Infrastructure, and Production Application Support teams at all levels
Stakeholder management, Negotiate, Escalate and Manage Business aligned Stream leads and other senior stakeholders at all levels
Manage the delivery of high quality service & support for Production Application Support. Interfacing with Business aligned IT streams within Group Technology
Manage Vendor Aligned Support teams, to ensure the day to day support requirements are delivered to a consistently high level
Manage UBS aligned support staff, to ensure the day to day support requirements are delivered to a consistently high level including performance review
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
Drive demand reduction and cost optimization initiatives to ensure that the service delivery is optimized without impacting the quality of service
Conduct & drive internal service improvement reviews, automation, process improvements
Minimum of 8 - 12 years Support experience in relevant IT business streams, preferably in Online Media and Mobile domain, or alternatively in Asset Management, Wealth Management and Investment Banking etc
Experience in dealing with Senior IT and Business Stakeholders
Experience of managing relationships with vendors or managing internal teams
Demonstrable experience in delivering a quality operational service to customers
Operating in a high pressure team environment with an ability to multitask and prioritize efficiently
Strong Command of the English language and or high level of proficiency

Product Service Delivery Manager Resume Examples & Samples

1) Assist with the development of the strategic proposition for Barclays Wealth Fund and Platform business
2) Ensure the fund and platform propositions meet applicable law and are compliant to all regulations
3) Ensure the fund and platform propositions meet the Barclays Group and Barclays Wealth policies and standards
4) Continually seek to innovate and improve all aspects of the service requirements
5) Ensure on-line fund and product information is accurate at all times
6) Provide strategic Management Information to internal stakeholders
7) Review and provide commentary on industry developments
8) Incorporate a robust oversight model for all 3rd Party Suppliers
9) Day to day query management
10) Management of key external supplier relationships for the delivery of agreed outsourced functions to an agreed standard
11) Management of key internal relationships to ensure consistency of approach between Barclays Wealth and UKRBB

Service Delivery Manager Resume Examples & Samples

Supporting new business initiative in the elaboration of business cases
Coordinating interactions with projects to understand requirements and timelines
Ensuring sufficient product knowledge and deputation
Adapting delivery team organization and capacity to current needs
Providing the release plan and updates as needed
Ensuring all necessary sign-offs according to the guidelines and performs all relevant reviews
Ensuring the maintenance of applications in scope

Service Delivery Manager Resume Examples & Samples

Lead and Manage the Service Delivery team, fostering a working environment consistent with the values of the BBC
Establish and maintain strong and productive relationships with suppliers, IT outsourcing partners and other support teams to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations
Manage the relationship with BBC People and the Academy stakeholder and Local Expert community
Ensure the appropriate development of all staff utilising the BBC Staff Development Process for all team members. Identify development needs, training requirements and recruit additional staff as necessary
Enforce and manage a disciplined ITIL V3 Service Management framework culture
Engage with SAP and their customer community through the various forums
Lead and drive the negotiation/resolution of complex service management issues and disputes involving suppliers and users
Lead the periodic review of Service Level Specification and Performance Monitoring to ensure alignment with evolving business requirements, and negotiate changes where necessary
Manage department and system budgets and assume accountability for managing spend within agreed limits

Service Delivery Manager Resume Examples & Samples

Liaise with assigned GV clients and GV Client Services in an effort to effectively coordinate service delivery activities throughout the GV business model
Act as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations
Assist client and ADP in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc
Act as a liaison for Implementation for Transition activities for ALL customers
Qualifications and Experiences
Ability to strongly influence the actions of others through communication, negotiation, and persuasion
Strong knowledge of GV Client Services operating model and related resource allocations
Strong payroll industry expertise including competency and knowledge of the payroll processing and legislative requirements of at least one primary country
Demonstrate strong knowledge of ADP operational models, products, and procedures
Essential Competencies
Ability to influence the actions of others
Ability to work under pressure while meeting deadlines
Strong organizational skills with the ability to effectively prioritize work and multi-task
Well developed inter personal skills, with an ability to communicate well at all organizational levels

Regional Service Delivery Manager Resume Examples & Samples

Proactively monitor and advise client and Team Leaders on critical issues affecting service delivery
Work together with client and ADP groups to assess impact of issues and to assist in determining appropriate courses of action. Manage and monitor action plans in accordance with agreements
Work with CS team members to assess work loads and related time lines to effectively prioritize work prior to making commitments to clients for delivery
Recommend, develop and maintain effective issue tracking tools (spreadsheets, reports, etc.) to ensure effective communication on progression of outstanding issues
Acts as the client and/or ADP advocate, as appropriate, to ensure adherence to required service delivery model
Compile, review, and deliver operational performance metrics to assigned client organizations
Assist client and ADP in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc.)
Identify and recommend improvements that benefit the operational model for client and ADP
Act as subject matter expert for prospect and/or client workshops related to the GV Client Services processing model
Demonstrate strong knowledge of ADP operational models, products, and processes
Exceptional written and oral customer service and communication skills required
Self starter, able to work effectively with limited supervision
Speaks and writes English, Spanish, and Portuguese
Customer service focused
Accountable

Service Delivery Manager Resume Examples & Samples

Plans, directs and manages the Daily Operations between local and central IT teams
Working with all IT teams to identify and manage service improvement activities
Ensure the processes and procedures are followed in order to provide quality services and ensure the service level agreement is met
Ensure continuous communication through direct contact with the BRMs
Actively contribute to the process, which identifies upcoming projects
Ensure liaison between IT teams, BRMs and Engineering teams
Work with IT teams and BRMs to manage priorities and expectations
Serve as first escalation point for issues within scope of services for IT local teams
Ensure coordination of activities with IT people involved in problem resolution
Ensure the information in the CMDB are accurate
Bachelor of Science or equivalent experience
Fluent English (Native is a plus)
Good professional French
Technical background ideally within Managed Services and IT outsourcing industry
Knowledge of the following – Systems management platforms, service management solution, ITIL

Service Delivery Manager Resume Examples & Samples

The AMIAS SDM will monitor and coordinate the day to day end user technology services consumed and/or provided by Asset Management technology/ JP Morgan core global technology services
The SDM will also be a key part of the global ‘Executive Support’ function providing white glove support to our most senior leaders
Provides regular reporting statistics on support to technology senior management
Manage/Monitor the technology inventory/consumables for the Asset Management business for your locations

Service Delivery Manager Resume Examples & Samples

8 or more years of Infrastructure Support Experience, with 2-3 or more years in a leadership capacity
Domain expertise with Distributed engineering and operations. Experience with Enterprise-class storage systems. Technology experience must be current
Exceptional leadership skills. Must have built and managed operations and/or support teams of 10-15 or more people
Demonstrated drive for quality and results in both project and production engineering situations
Past operations and support strategy, planning and management experience for large-scale environments and organizations
Past operations policy and process development
Demonstrable expertise with functional requirements specification, project management, and resource planning
BS in Engineering, Computer Science, MIS, or related field or equivalent education/experience

Service Delivery Manager Resume Examples & Samples

Review Reports on SLAs, Quality and Delivery metrics by supplier
Serve as central point of contact for Supplier/GWMA
Work with supplier on Issues, Risks and Conflict management
Work with suppliers on demand fluctuation management
Participate in Program/Project kickoff meetings representing Service Delivery
Understand the Program/Project scope and timelines
Creation of qualified RFP documents for the project/project
Participate in the RFP meetings that the project/program qualifies as RFP
Review strategy documents created by the supplier for program and large projects
Review reports on capacity management
Review quarterly reports on demand forecast based on programs/projects in pipeline
Review knowledge management dashboard
Review competency management dashboard
Attend quarterly and biweekly governance meetings
Review and approve transition plans created by supplier
With management direction, develop strategy to maximize Supplier performance and value to GWMA
Directs supplier performance and produces reports for executive review and discussion
Meet with Supplier to review performance and issues
Lead issue resolution and escalate to executive as required
Identify emerging Supplier specific risk and enforce Supplier management activities
Ability to lead SDMO duties across multiple business units and geographies
Able to build and drive SDMO processes to manage the GWMA/Supplier relationship
Long-term vision for building Supplier value
Strong impact and influence capabilities
Flexible and comfortable in ambiguous situations
Willingness to take cross-platform approach
Proactively manage issues and/or opportunities
Strong Leadership Skills
Self-starter – able to work with minimal direction
Financial and Business acumen
Strong Client Focus, Relationship building and Change Mindset
Strategic Thinker / Thought Leader
Performance driven
2+ years’ experience in Supplier relationship management and performance preferred
2+ years’ experience in Project Management preferred
University degree, or equivalent combination of education and Supplier management experience
Demonstrated ability to build sustainable, transparent relationships / partnerships
Experience managing and coordinating internal and external stakeholder groups for proven service delivery
Demonstrated experience working successfully in an environment involving multiple stakeholders with competing objectives
LI- KK1

Service Delivery Manager Resume Examples & Samples

5 years+ experience in an operations role in a services (business processing outsourcing environment), hospitality, project management, or similar environment which is highly focused on end customer satisfaction
Demonstrable ability to deal with senior level personnel in client companies
Demonstrable ability to deliver excellence while ensuring flexibility & adaptability
Operate with a very high level of honesty, integrity and transparency
Demonstrable ability to structure and manage projects on time and within budget; provide details of sample projects to support
Proven track record of achieving challenging targets consistently; energetic and positive 'can-do' attitude
Excellent organisational & people management skills. Clear ability to extract maximum & fair value from all available resources; ability to motivate, organise and advise the team across the country as required
Solid presentation & negotiation skills aligned with excellent inter-personal communication skills
Ability to deal with difficult conflict resolution with clients and service providers as required
Willingness to travel as required (travel requirement estimated at less than 15%)
Fluency in English. One other foreign language (German, French, Spanish or Chinese) would be a distinct advantage
University / 3rd level degree in a business or hospitality discipline would be very desirable though not absolutely essential if solid business experience

Technical Service Delivery Manager Resume Examples & Samples

Sound technical knowledge of the Hosting Technologies
Commercial and business acumen * *
Own implementation calls, able to engage in technical discussion and provide technical consultancy
Organise and chair quarterly service review meetings
Responsible for adhering to company security policies and procedures as directed* *
Tenacious problem solver, will own issues until full resolution
Industry qualification in Networking Technologies such asNetwork +,CCENTor above / industry experience desirable
Industry qualification in Operating Systems (Windows or Linux) such asRHCE,MCSEor similar / industry experience desirable
Previous experience in a Service Delivery / Account Management role / System Administration
Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
Due to 24x7x365 operation, must be willing to be available for out of hours work

Technical Service Delivery Manager Resume Examples & Samples

Building strong partnership relationships with customers at every level of their business
Own implementation calls and engage in technical discussion providing technical consultancy
Review Service Failures and produce incident reports matching Rackspace standards when required
Validate, negotiate and process Service Credits and manage Contract Renewal negotiations
Identify both internal and external growth opportunities and support Sales in winning the business
Lead the development of new processes and procedures to suit changing business requirements
Host “customer-fit” meeting when to ensure customers wanted to transition segments are a good fit
Industry qualification in Networking Technologies such asCCNAor above desirable / relative industry experience
Industry qualification in Operating Systems (Windows or Linux) such asRHCE,MCSEor similar / relative industry experience
Industry knowledge and practical application of Cloud technologies essential. Configuration management experience (DevOps) desirable
Strong commercial and negotiation skills, with excellent business acumen
PRINCE 2 Practitioner level understanding of Project Management
Understanding of IT industry working practices / methodologies including certification in ITIL foundation certification

Enterprise Service Delivery Manager Resume Examples & Samples

A creative approach to problem solving
Effective communication and negotiation skills at all levels, technical through to directors
Manage customer projects and oversee implementations for on time delivery
Organise and chair monthly/quarterly service review meetings
Produce ad-hoc reports when required
A good level of business awareness and commercial acumen
Ability to create wow / delighter moments with customers
Excellent communication skills, both written and verbal with great attention to detail

Service Delivery Manager Resume Examples & Samples

Solid understanding of relevant service(s) and good technical knowledge/understanding of local equities market
Work experience in a regional, global, multicultural context
Proficient command of written and verbal business English & additional location language requirements
Expert in using MS office suites i.e. Word, Excel and Power Point

Service Delivery Manager, Smb Resume Examples & Samples

Manage 3rd party vendor(s)and take responsibility for delivery of operational metrics including Customer Satisfaction, Revenue uplift and Product Adoption
Define strategies and implement and manage programs of activity (sales & service) to achieve quarterly goals
Act as key contributor and part of Customer Services leadership team for EMEA delivering cohesive and coordinated customer engagement and market development strategies
Develop and implement best practices for your services programs ensuring our team is always up to date with the newest advertiser solutions
Driving operational improvements, share best practices, and implement scalable solutions to business challenges
Manage Capacity planning - both number and skill - to accommodate forecasted number of partner touch points
Proven track record of influencing and collaborating with cross-functional groups to produce meaningful results and proven ability to build strong working relationships inside and outside of Facebook
Execute projects involving quantitative analysis, industry research and strategy development

Cfo Service Delivery Manager Resume Examples & Samples

This Delivery Manager role will have a good understanding of the clients/users and portfolio of services delivered by PTG to the stakeholders in CFO . Will act as a single point for user and other stakeholder ensuring efficient service delivery
This person will also provide oversight as required to significant operations undertaken by vendor partners in Pune ensuring good service to clients
Ensure we meet the key performance indicators defined by the business adhering to the SLA requirements
Meetings with the Key User management on the service delivery adherance
Work with Global production operations team and vendor patners to deliver good service to the clients
Evolve into a trusted PTG service delivery manager and will manage the relationship, facilate the communcation and coordination amongst vendor partner, business and PTG stakeholder in delivering good PTG services
Rollout good delivery practices, vendor controls, comply to CS guidelines, legal requirements, face off internal/external audit for PTG and provide transparency on service delivery quality, headcount, budget, and drive improvement
Achieve excellent feedback on cost effective high quality of service delivered by the India vendor team and the stakeholder relationship management in APAC and other regions

Service Delivery Manager Resume Examples & Samples

Acting as the central point-of-contact within Blackboard MH Services for a small set of clients and maintain day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ hosted environment
Planning and managing projects involving client’s infrastructure for scalability, optimal performance, and growth in coordination with clients and all elements within Blackboard (Blackboard Learn, Blackboard Mobile, Blackboard Collaborate)
Coordinating with Blackboard Global Services Project Management, Product Developers, clients’ Technical Support Manager in MH Services, MH Operations, and other elements (Blackboard Mobile, Blackboard Collaborate) of Blackboard to deliver and manage clients’ requirements
Modifying and ordering hardware when necessary in coordination with clients
Designing and implementing MH testing and/or staging in coordination with client as necessary for testing and upgrade planning purposes
Coordinating and facilitating regularly scheduled project and status update meetings with clients
Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans
Documenting and providing monthly reports to clients on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs and other relevant materials
Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; and issue resolution reports
Bachelor's degree required
Preferred 3+ years of product/project management responsibility envisioning, defining, and releasing new products and features
Trained in product and/or project management best practices, procedures and tools (PMP. Pragmatic Marketing Certified, etc)
CAPM/PMP or equivalent certification preferred
Strong documentation and project management skills required
Excellent interpersonal communication skills required
Experience managing clients in a hosted environment preferred
Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
Portuguese language skills are preferred

Service Delivery Manager Resume Examples & Samples

At least 12 years of relevant industry experience
Operational outsourcing experience
Global Customer remote management experience
Team player: Ability and willingness to motivate and support others
Excellent customer handling and presentation skills
Excellent spoken and written English proficiency
Excellent Analytical, troubleshooting and Documentation skills
Flexible, self-motivated with the ability to work under pressure in an International and culturally diverse organization
Willing to work on 24X7 rotational shifts
MCSE, ITIL V3 Foundation certified are preferable
Windows 2008/2012 Active Directory working knowledge
Installation and configuration of Active Directory domain controllers
Perform AD server configuration according to installation check list
Deployment of MS security hotfixes
To perform upgrade of Active Directory environment apply change management process
Manage the system properties, system policies and services on active directory top level domain structure and to delegate control/administration on active directory lower level domain structure
Managing schema updates
Management of Active Directory domain controller FSMO roles
Managing of Group policy objects (GPO)
Add, remove and configure Active Directory sites, sitelinks and subnets
Authorization of DHCP servers
Managing File Replication service (FRS)
Diagnose and resolve problems associated with the Directory Replication service
Configure and manage the AD DNS services
Managing TS license service on Active Directory domain controllers
Create or remove Trust relationships
Configure and manage the Directory Replication service
AD Disaster recovery
Ensure the overall security of the Active Directory domain
Perform Problem Management
Scripting knowledge /experience in VB Script, Powershell
Knowledge on ADAM / PKI and Quest Recovery tools will be added advantage

Service Delivery Manager, Managed Services Resume Examples & Samples

Applies appropriate knowledge and methods to resolve very complex business issues
Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support
Ability to proactively & effectively manage risk on high to very high risk projects
Coaches & mentors experts & specialist Account Delivery Manager (ADM)/Deal Delivery Manager (DDM)s
Ability to develop & present high impact message to executive level management
In-depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs

Service Delivery Manager Enterprise Transformational Accounts Resume Examples & Samples

Development of collaborative partnerships with the customer and their vendors
Customer focal point - liaison
Governance and Metrics Alignment - ITIL, Managing SLA’s and Critical Milestones
Budgeting Functions - Consumption based billing – chargeback, P and L
Crisis Management Leadership – Cross Functional Team Building – Seamless operational delivery
SPOC for any AS and CMS driven activities
SPOC for reporting and governance
Escalation point for daily operational issues/onsite field technicians
Identify and drive new business opportunities
Drive relationships with local account teams and the customer contacts
Dedicated onsite presence expected
Minimum Bachelor’s Degree in Engineering, Computer Science or related field
8+ years IT or technology sales experience
5+ years supervisory / management experience
MS / MBA desired
ITIL+ certification desired
Background in Service Management, Collaboration technologies and other related Cisco technologies and solutions, including understanding dependencies on core infrastructure and service delivery elements and how they impact service availability and best-in-class operational delivery
Ability to influence and communicate effectively to senior-level leadership as well as functional management; overall excellent interpersonal and communication skills
Ability to adapt to changing environments and priorities
Experience in IT operations, support functions, and/or network management
Ability to leverage a range of leadership styles from collaboration and partnership to command & control based on business conditions and day-to-day demands of the role

Service Delivery Manager Enterprise Transformational Accounts Resume Examples & Samples

Other critical functions include
Customer focal point – liaison
Point of contact for Cisco service driven activities
Point of contact for Services reporting and governance
Background in Service Management, Network Operations, Collaboration, Legacy and IPT Voice technologies and other related Cisco technologies and solutions, including understanding dependencies on core infrastructure and service delivery elements and how they impact service availability and best-in-class operational delivery

Service Delivery Manager Project Program Management Consultant Secure Works Uk Resume Examples & Samples

Overall responsibility for ongoing client service delivery success
Maintain an understanding of the latest trends to threat landscape protection, governance regulations, and risk levels related to gaps in security controls
Establish key performance metrics and consult on industry best security practices
Ensure progress reports and monitoring of delivery status with timely updates to senior management and clients
Participate and lead client briefings as required
Provide context to internal teams on future vision of the client’s security intentions and provide awareness to problem management

Healthcare Service Delivery Manager Resume Examples & Samples

As a senior individual contributor to our Applications Management team, you will link the Dell account team with the customer leaders
Develop, implement and manage incident, request, problem and change management as well as manage escalations
Provide trending analysis of customer workload and host quarterly account review sessions
Work with operation managers for resource allocation for projects, task orders, and discretionary work and manage allocated hours
Manage the SLA and support delivery of our Applications Management group for the assigned accounts and manage any high severity incidents
Responsible for customer satisfaction management (CSAT and PERC, etc.) and manage and improve customer satisfaction
Provide status reports for management and our client as well as coordinate account communication (i.e. daily operational calls)
Work with operational delivery managers on process enhancement (Common Operating Framework) including policy and procedure development and modification
Identify new services opportunities and manage the core and special projects
Participate in new business development and identify innovative value add activities for our accounts & customers
Reconcile and manage monthly financial allocations to the accounts

Service Delivery Manager Secure Works Lisle Resume Examples & Samples

Top notch operational support to internal teams and external customers. May provide technical guidance or influence the work of others
Responsible for the integrity and functionality of the field of deployed iSensors and CTA devices
New product or feature evaluation and participate in an on-call rotation
Level-of-effort assessments for various projects and deliverables
Provides troubleshooting support to day-to-day operational and support functions, including monitoring and maintaining a ticket queue
May be responsible for specific programs, customers and projects
Updates management on project/activity status
Manage multiple assignments and processes and creates/maintains documentation, both internal and customer facing
Extends capabilities by working closely with senior staff/experts within and outside the internal organization
Regularly interacts with colleagues or customers generally up to senior level management
Ensure client understands DSWRX values, how we help them address risk and know the client’s expected outcome of the services
Identify gaps in current service profile and drive configuration adjustments or recommending additional services

Commercial Banking Technology Service Delivery Manager Resume Examples & Samples

Drive continuous improvement across the CB application landscape
Ensure that SLA's are continuously met or exceeded. Identify gaps in GTI services and support
Act as a point of escalation and accountability for GTI service delivery
Partner with Resource Managers, Distributed Computing technical staff, Database Management technical staff, and other stakeholder teams
Ability to move forward with objectivity, logic and savvy without reservations
Feeling of personal accountability for all areas in scope. Willingness to drive people on all sides of an issue to a common understanding and then drive them toward resolution
Understanding the technical environment - be familiar with the basic hardware and software building blocks of the environment. Need to be familiar enough to lead diagnostic discussions and help drive the technical teams to the root issue
Undergraduate degree in a technical field or equivalent technical work experience
Minimum ten years of complex application infrastructure support (direct and matrix)
Good interpersonal & communication skills with experience across diverse teams - business and technical
Three+ years experience successfully integrating onshore/offshore vendor partners into an optimal operating model
Three+ years of complex matrix program execution
Highly skilled at issue identification and resolution
Strong overall breadth of technology background with hands-on knowledge of multiple infrastructure components
Strong understanding of overall technology industry trends
Experience with matrix team technology management/leadership
Highly skilled at systems analysis and review
Experience in managing client relationships
High awareness of current information security, control issues and trends

Technical Service Delivery Manager Resume Examples & Samples

Inspect the customer’s configuration to ensure they are in the right product
Analyze Cloud accounts to make sure that customers are using all products to their highest potential
Conduct implementation calls and lead customer visits
Present written and verbal proposals and grow the installed base
Negotiate and escalate with guidance
4+ years relevant service/relationship management experience
Creative problem-solving abilities, coupled with a desire to take on responsibility
Business acumen and use of account management tools
Understanding of financial terminology and customer’s profitability
Ability to adapt working style and approach to best communicate with various business contacts
Demonstrated ability to provide solutions for issues both departmental and company-wide as well as within their own account base
Demonstrated project management skills/techniques
The ability to convey technical information to a non-technical audience in a clear and understandable manner
Technical Certifications such as RHCSA, RHCE, or Ubuntu Certified Professional
A good understanding of customer applications, including the use of databases, caching, replication, and common CMS applications
Experience working with cloud technologies and APIs
Experience working with common web hosting concepts, DNS, Webservers, FTP, SSH, RDP

Service Delivery Manager Resume Examples & Samples

Internal and external account reconciliation
Payment Validation- AML Transaction monitoring
Securities static data maintenance
Non client static data maintenance
Document Management and Archiving
Financial Messaging
Private Equity Administration
Providing daily mailing information to 3rd party provider
General client mailing
Regulatory mailings
Regulatory and Compliance Client Reporting

Asia Pacific Service Delivery Manager Resume Examples & Samples

Drive migrations, process streamlining, and consolidation of HR reporting activities and processes for the CoE ensuring thorough considerations and stakeholder buy-in, working with various stakeholders from the sending team, service center management, project management office, etc
Ensure the completion of the full end-to-end process methodology for each project; with focus on transparent/seamless work transition, process improvement, service delivery and ensuring appropriate service control mechanisms are in place
Understand the working processes for each project and/or limitations in order to ensure workarounds are creatively utilized to meet project needs and recommend and implement process re-engineering, where applicable
Able to identify, manage, anticipate, identify opportunities and address key stakeholders’ expectations and provide timely feedback to necessary stakeholders by understanding needs and questioning assumptions in executing migration and resource and location strategy projects without sacrificing quality and controls on delivery
Continuously review existing processes and identify opportunities to drive standardization and efficiency while delivering highest level of partner satisfaction
Communicate effectively with clients and business leaders to clarify reporting needs and facilitate reporting solutions that meet or exceed the needs of the client
Post Graduate Degree or equivalent
Demonstrable experience of influencing and leading across a matrixed organization
Highly effective communicator, able to interact with senior, global business management
Ability to work independently and take personal initiative
Sharp motivational and influencing skills
Ability to code using SQL and VB
Highly proficient in MS Excel, Access and Oracle Databases

Service Delivery Manager Resume Examples & Samples

A deep understanding of P&Ls and Services is essential
Proven track record in the delivery of contracted Services with wide P&L responsibility
Development of strong customer relationships
Experience in dealing with customers at all levels
Ensures understanding, implementation and achievement of key performance metrics associated with SLA
Provides support to new business opportunities and service implementation
Strong knowledge of using the Microsoft suite of products
Good commercial awareness
Demonstrable ability to operate at prime customer contact level
Proven experience of delivering complex projects
A language (French/German) would be a clear advantage

Service Delivery Manager Resume Examples & Samples

Solution engagement and delivery: The circle IT head has overall responsibility for delivering the IT needs of the circle to the VF business
Service Level Management – You will be responsible for all circle related SLA targets especially critical SLAs that have a financial or legal impact
Capacity Planning: You will be responsible for driving the capacity planning process related to the application and regular feedback to the Capacity planning / Data Center team well in advance and follow it up from order to delivery to deployment
Vendor coordination: you will ensure the back to back SLA with vendor are in place and regularly review with vendor on support / other issue
Security: Implementation of all security policies and guidelines that have been defined by IBM for the VF project as per Tower heads directionsProcess: Responsible for ensuring that the circle adheres to all the IBM processes
Client Engagement: Recognize client problems, analyze causes and develop alternative solutions with the assistance of the team
People Management: Development of the team members, timely reward and recognition, improving employee morale and productivity along with team building
TBO(Telecom Billing Operations) Operations:Pre-paid Operations involving Card Manufacturing, Recharge coupon generation, Tariff Configurations & Migrations; Periodic charging; Configuration of VAS Services; IN CDRS Processing & Content CDRS processing. MIS reports generated include daily reports based Activations/Churn; Daily SMS alerts on Activations and recharges; Month end Corporate MIS reports; Call details for VTM, Legal requirements; Audit support for TRAI. Additionally, periodic reconciliation activities related to HLR & IN; CRBT & Other Vas services; Prepaid data in BSCS; International Roaming subs; periodic charging are carried out
Postpaid Operations and Monitoring involving Service provisioning /De-provisioning in Mediation; Rejection Analysis ; SMS Pushing for Service provisioning and Payment updation; SMS Keywords URL Monitoring for Promo Activation and Deactivation. This also includes Prepaid Card Creation in BSCS; DWH CDR Loading for both pre-paid and post paid; Legal CDR Population from Mediation CDRs for Legal Requirements; Reconciliation between HLR & BSCS; VAS Alerts recon between BSCS and Vendor; Recon CDR and Billing system
Infrastructure Operations
At least 5 years experience in Service Management
At least 4 years experience in TBO Operation
At least 4 years experience in Infrastructure Operation

FSO Areas Service Delivery Manager Resume Examples & Samples

Identify appropriate resolution to achieve client satisfaction in a timely manner
Enforce standard methodologies, processes and tools
Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
Leader and team player – sets example for project managers, business analysts and others to follow
Create an open, honest, accountable and collaborative team environment
Conduct regular 1:1 briefings with the direct reports on an on-going and regular basis
Know the status of projects in his/her span of control and any key issues that may impact scope or budget
Synthesize and communicate project and business issues on an on-going basis, manage the group’s awareness of major business and IT issues, and help to prevent escalations, where possible
Proven track record of delivering a collection of $50K to $2M projects for a portfolio size of $5M
Strong domain knowledge in EY service line or CBS function in a professional services environment
Strong executive presence
Ability to develop strategic plans and translate them to actionable roadmaps
Initiates, builds and maintains productive customer relationships
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change

Z Tpf Service Delivery Manager Resume Examples & Samples

ZTPF Mainframe Production and Test systems availability and operation
Overall Service Design processes, execution, adherence, and improvement,
Overall management of Service Design and Transition processes to ensure they work together to meet the needs of the client and internal delivery teams
Ensure appropriate level of process rigor to deliver highly successful migrations of services to production operations
Represent Xerox in customer design and build reviews, meetings and workshops in order to ensure a supportable product is delivered
Review design, coding and development of Application and System utilities which enable the zTPF System Support team to continuously improve services levels and processes
Provide leading technical and management support for the Architectural direction for the zTPF platform and related supporting systems
Identify, develop and implement enhancements that will improve on the effectiveness of the operation and application groups supporting the zTPF platform
Participate in design efforts for optimal zTPF Systems technical solutions including defining detailed architectural and technical specifications
Support SLA tracking and improvement initiatives for all contracted services
Participate in cost and budget reviews for all contracted services
Typically utilizes management and process skills more than technical skills

Smb Service Delivery Manager Resume Examples & Samples

The ability to occasionally travel for training (US/UK) and for customer visits
The ability to identify opportunities to delight and wow customers
Understanding of Rackspace products and ways our clients can leverage them to address technical solutions
Manage support requests and co-ordinate Rackspace and/or Customer support teams to deliver within agreed timescales
Building strong partnership relationships with customers and Rackers alike

Managed Service Delivery Manager Resume Examples & Samples

3 Responsibilities. 1
4 Authorities. 2
5 Main Activities and Services Elements. 3
6 Interfaces. 3
7 Requirements. 4
1 Competence Requirements. 4
2 Certification. 5
1Purpose
2Role & Position
3Responsibilities
4Authorities
5Main Activities and Services Elements

Service Delivery Manager Stage Resume Examples & Samples

5 years of experience in Telecomunications sector
Customer oriented focus to build and maintain customer relationship
Excellent interpersonal Skills and Strong customer orientation

Service Delivery Manager Resume Examples & Samples

Manage the day-to-day operational and tactical aspects of projects being a lead in project executions after contract signing and key participant in team and clients meetings
Review high-level deliverables across projects and management of scope and mitigates risk across projects
Analyze profitability, revenue, margins, bill rates and utilization across projects
Identify sales opportunities across projects
Possess a thorough understanding of our service offerings, technical preferences, and technical direction
Implement engagement review and quality assurance procedures in accordance with our methodology to ensure profitable and successful execution of goals and customer satisfaction
Report the project progress and activities to the Steering group and relevant Stakeholders
Minimum 3-5 years proven experience in Service Project Management
Practical knowledge gained in IT/Telecom Project Management as an asset
Experience with Project Management tools and applications
Polish native speaker as mandatory
Financial and business understanding
Sales and business development, negotiation and argumentation skills
Presentation and communication skills

Service Delivery Manager Resume Examples & Samples

Market insight and Administrative Skills
Presentation and Communication skill
Negotiation and argumentation skills
Ericsson Model for Project Management
Software Support and Hardware Support
Change management and Language Skills
Deciding & Initiating Action
Coping with Pressures & Setbacks
Relating & Networking
Very good leadership and management Skills
LI-CW1

Service Delivery Manager, Smb Uk Resume Examples & Samples

Manage customer projects and oversee maintenance schedules for on time delivery
Review service failures and produce incident reports when required
Organize and chair customer meetings

Service Delivery Manager Resume Examples & Samples

At least 5 years experience in large complex information technology organizations
At least 5 years experience in demonstrated ability to communicate effectively to large groups via in person and teleconferencing
At least 5 years experience in demonstrated ability to manage large projects including server builds, application deployments with a focus on Unix, Wintel and Messaging

Service Delivery Manager Resume Examples & Samples

Delighting the customer
Managing IT services
Capacity Planning
Building effective relationships
Delivering results

Service Delivery Manager, End User Computer Resume Examples & Samples

Responsible for managing a team of 6 IT support specialists, including team leads (indirect reports and third party offshore)
Provide escalation support to clients and other technology teams, executing the appropriate process or action to resolve the problem or incident
Deputise for End User Computing Infrastructure Manager - Europe when required
Provide leadership and drive productivity, consistency and quality in the behaviours of all subordinate staff
Help staff to achieve their maximum potential through counselling and training
Ensure a robust plan is in place to deliver the strategy within your area
Manage, deliver and report on Continual Service Improvement processes and stability drive
Own, plan and execute the delivery of a project, product or service
Collect, organise and effectively report information
Take ownership of a service and be responsible for the outputs
Suggest improvements to service provision to achieve maximum efficiency within agreed service target
Assist, lead and guide your team
Be open to feedback and respond positively
Make informed decisions that enable the achievement of the plan/strategy
Establish trusting relationships with colleagues and internal customers to launch initiatives and achieve results
Produce comprehensive documents and formal presentations
Understand and meet customer needs with a can do attitude, whilst managing expectations
ITIL qualified to at least Intermediate level - preferably Expert or Master
Solid track record in an ITIL management position
Strong Enterprise Desktop/Endpoint management (both Physical PC, MAC and Virtual)
Working knowledge and experience of IT Service Management
Background in desktop and infrastructure support using Microsoft technologies
Microsoft desktop certification desirable
Awareness of the following technologies

Service Delivery Manager Resume Examples & Samples

The role needs to have ITIL V3 Expert level at a minimum (will consider V2) and or demonstrated alternative or experience
Experience in Service Management delivering IT service to ideally a financial service Business and include experience with (Service desk, Deskside, Services domain (Network, Wintel, etc)and telephony services at a minimum
Full ITIL end to end experience for Incident, problem, SLA etc
Ideally experience in IT technology in the infrastructure space desirable
Vendor and contract management experience also desirable
Familiar with Risk management and compliance activities
Drive Continuous service improvement activities as well as track

Service Delivery Manager Service Mangement Automation Resume Examples & Samples

7+ years n Service Delivery Management / Resource vendor management (IT Infrastructure and or Financial experience is a plus)
3+ years of experience managing operational team
Process improvement skills such as Six Sigma and Lean and is a leader who constantly strives for improvement and excellence
Proven track record of working in a multi-task, international environment with an ability to work effectively cross border
Strong influencing, collaboration and relationship-building skills for key stakeholder management Excellent verbal and written communication skills with strong organizational skills
High degree of flexibility with a “can do” attitude
Practical experience in Service Now and/or Workflow automation
Good knowledge of IT Service/Operations Management

Service Delivery Manager Resume Examples & Samples

Management of the Wellness business unit
Management of profit center and achievement of revenue and profit targets
Management of partners
Management of Brand Ambassadors
Developing and maintaining all policies and procedures
To oversee the retention & growth the business unit
Ensuring timely and professional delivery of all services
Integration of all services within corporate client sites
Contributing to the development of new services
Liaising with external healthprofessionals and other organizations as appropriate
Previous people management experience is preferable
3 - 4 direct reports
Manage the P&L for the Health & Wellness portfolio
Design bespoke Health & Wellness packages depending on the clients requirements
Coordinate on-site visits

Amias AP Service Delivery Manager Resume Examples & Samples

The AP regional SDM will monitor, coordinate, and govern the regional day to day end user technology services consumed and/or provided by Asset Management technology/ JP Morgan core global technology services
The Regional SDM will also be a key part of the global ‘Executive Support’ function providing white glove support to our most senior leaders
Responsible to drive quality and continual improvement across all AM businesses ensuring that AM business and AMIAS goals for delivering technology-based services are met across all end user technologies, desktop services, application performance, infrastructure, and technology consumables
Responsible for the executive support of key leadership individuals with the AM businesses
Perform Project management/Project status reporting/Project execution planning/documentation (technology or real estate)

Service Delivery Manager Global Research Resume Examples & Samples

Incident Management: Work as part of the Incident Management team to support the incident management processes primarily management of major incidents and post incident reviews
Problem Management: Work as part of Problem Management to ensure problems are assigned accurately and are being handled in a timely manner. Work with vendors and internal support teams to ensure gaps are identified and remedial actions are taken. Work with customers and support teams to identify recurring incidents and concerns
Service Level Management: Manage (SLAs) definitions related to contracted support services (vendor) and internal support services. Create and Develop SLAs, SLOs, OLAs and champion them with the internal support teams
Service Improvement Management: Determine requirements of support services via discussion with customers (app users). Identify pro-active measures which can be taken to improve support services
Vendor Process Management: Work with vendors to ensure support teams are following all vendor specific guidelines for the provision of support services to within RBC
Vendor KPI Management: Work daily with vendors to ensure metrics reported by vendors are meeting SLA expectations and quality of work by the vendor is exceeding expectation. Carry out a range of quality control checks to measure vendor service and validate provided KPI data
Vendor Security Management: Manage and maintain a range of processes tracking vendor adherence to RBC security requirements
Reporting Services: Creation and maintenance of management information reporting relating to both vendor and internal support services
Work as part of the Incident Manager/ Problem Manager team to understand gaps in support services, both external and internal, in order to drive service improvements
Perform Quality checks on tickets daily to avoid quality degradation over time and report on it daily to the vendor for real-time improvements to be initiated
Manage all aspects of on-boarding and off-boarding vendor resources to ensure RBC IT security policies are complied with
Create required metric presentations and present analysis for weekly and monthly reports to management and customers
Establish processes and procedures to efficiently onboard new applications and develop appropriate support models
Work with peers to develop a successful global service delivery structure
Develop and facilitate workshops and training courses on
Incident / Problem Tracking tool
Processes used in Support of service delivery
Report generation from Incident/Problem Tracking tool
Drive for all support teams to use Incident / Problem Tracking tools in a consistent manner
Knowledge of ITIL framework, best practice for service support & management – At a minimum the candidate must be ITIL Foundation certified
Educated to degree level
Incident Management experience

Service Delivery Manager Resume Examples & Samples

Identify key priority areas and areas requiring additional development
Set long-term goals (along with a future vision)
Identify gaps and barriers that might prevent the customer from achieving these goals
Develop an overall plan and program designed to advance the customer towards the ultimate achievement of these goals; and
Oversee and manage the implementation of program components, including both consulting and support projects and services
Working with each customer to understand future business requirements and to assist with the definition and execution of projects designed to assist the customer to meet these requirements
Working with each customer to ensure that appropriate Mediaroom services are delivered at both the pre- and post-production stages
Working with each customer to drive continuous improvement in operational and support processes & practices in order to sustain the health of the overall Mediaroom environment
Developing plans designed to improve each customer’s Mediaroom support and operations environment
Managing the process of implementing these plans and reporting progress at regular intervals
Establishing long-term and sustainable relationships with key customer personnel and decision-makers
Defining, scheduling, and managing the delivery of consulting engagements designed to introduce new Mediaroom-related functionality into the customer environment
Defining, scheduling, and managing the delivery of support and operations-related proactive services designed to improve system health, management, monitoring, and analysis
Managing the satisfactory resolution of technical issues and escalations related to the Mediaroom solution
Monitoring the status of open issues and escalating as required to ensure timely resolution that will meet customer expectations
Managing communications between technical resources and the customer to ensure a high-level of customer satisfaction
Developing and maintaining an in-depth understanding of industry trends and developments related to the overall Mediaroom ecosystem
At least five years of experience working in an enterprise operations environment or delivering enterprise-level projects and/or solutions
A working knowledge of Media technologies and services
A strong understanding of enterprise support requirements
Exceptional time management skills
Exceptional Customer Service skills along with a proven ability to develop and sustain strong customer relationships
Strong communication and presentation skills
Experience managing customer-facing critical situations or incidents
Exceptional collaboration skills along with the ability to manage teams and resolve complex issues
Proven ability to lead teams towards the successful resolution of complex issues
Project Management experience and/or training is considered an asset
A University degree in a technology-related area (or similar certification) is considered an asset
LI-KS1

Service Delivery Manager, Smb Uk Resume Examples & Samples

Strong rapport and relationship building skills with both internal departments and external customers
Strong negotiation skills A good level of business awareness and commercial acumen with solid understanding of financial terminology
Strong organizational, time management and prioritization skills
Previous experience in a Service Delivery / Account Management role
Previous experience in the IT industry or holds a good understanding of Internet Technologies
Basic level understanding of Project Management

Service Delivery Manager Resume Examples & Samples

Primary Responsibilities
Ensure that the Corporate Email service delivery is managed efficiently and effectively driving Service Delivery Excellence in partnership with service suppliers
Identify and implement actions to improve service efficiency and effectiveness
Ensure that operational methods, procedures, facilities and tools are established, reviewed and maintained
Negotiate with relevant parties with respect to disruptions and major amendments to the provision of services
Communicate changes/outages/risks/incidents to Management / VCPs / End-users as appropriate
Review service delivery to ensure that targets are met and prepare proposals to meet forecast changes in the level or type of service
Participate in supplier transition and transformation activities as required
Plan and manage implementation of processes and procedures, tools and techniques for monitoring and managing the performance of services. Monitor performance and take corrective action where necessary
Contribute to the development and management of agreements with suppliers to meet key performance indicators and agreed targets
Responsible for the liaison between user/VCP organizations and designated suppliers
Ensure that supplier performance is properly monitored and regularly reviewed
Ensure Backup and Recovery operational processes are functioning and monitored by relevant vendors
Participate in planning and execution of yearly Disaster Recovery drills
Ensure documentation and processes are kept up-to-date. Ensure Operations Manual and FAQs are reviewed and updated as required
Support incident response, change management and problem management activities. Review RCAs and ensure corrective actions are completed
Act as service focal point for service support teams, VCPs, service end users, application owners and management
Manage relationships with VCPs and stakeholders (customers) to help manage expectations and perceptions
Lead regular service review meetings with suppliers and meet customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained
Approve production implementation “go/no-go” decisions
Approve operational policies and procedures
Review and approve application support plans
Manage and approve release packaging of software changes (e.g. Cumulative Updates)
Conduct technical and business planning sessions to establish standards, architecture and project initiatives
Conduct regular planning for technology refresh and upgrades
Support development/refresh of IT strategies and roadmaps as required
Manage the Change Management process. Review/approve requests for change, monitor activities and schedule and track the associated activities
Develop & implement workload management tools, workflows and processes to improve team efficiency
Support service improvement activities
Lead and/or participate in operational projects as required
Ensure that appropriate action is taken to investigate and resolve incidents and actions plans developed to remediate issues
Responsible for facilitating the professional development of respective team members
Be available to attend team and project meetings during US East Coast business hours (approximately 8am – 5pm ET)
Client Devices (PC, handheld devices etc.)

Senior Technical Service Delivery Manager Resume Examples & Samples

Identification of process improvement and management of change
Effective communication and negotiation skills at all levels, Technical through to Directors
Project Manage, plan and document customer migrations and maintenances using PRINCE 2
Manage support requests and co-ordinate Rackspace functions to deliver within agreed timescales
Oversee implementations for on time delivery, acting as a point of escalation
Provide Team Manager with weekly report on Install Base metrics; Credits, Churn, Growth, EOTR
Ensure appropriate documentation is in place for specific support requirements
Organize and chair quarterly service review meetings presented via power point
Work with MIS Team to produce ad-hoc reports when required
Mentor Level 1 Service Delivery Managers, and participate in the interview process
Responsible for adhering to company security policies and procedures as directed

Ccm Service Delivery Manager Resume Examples & Samples

Identifies the overall prioritisation of the teams workload and resolves problems
Participates in the forecasting of staffing requirements
/ Participates in the estimating of project and ad-hoc work /
Conducts periodical audits within the team
Implements policies & procedures
/ Takes management responsibility of “special projects” /
Acts as a point of escalation for customer queries & team members
Takes ownership & management of day to day issues, including issue resolution for internal & external customers - provides root cause analysis & delivers action plans to address
Manage, develop & motivate the CCM Team members in demonstrating role model behaviours – development of people, including induction, training and effective performance management processes, H & S compliance, staff motivation etc
Accountability for the operation of CCM Department(s) and responsibility for the departments’ success in producing services within allocated timeframes and within budget and continues to focus on customer satisfaction with the service
Responsibility and ownership for the work leaving the department; for levels of quality and strict adherence to corporate styles and guidelines
Ensuring the team is run as a business centre, that numerical data is collated pertaining to the department performance, invoice & recharge values, usage by division, the volume and type of work coming into the department etc
Understanding the needs of the customer (e.g. through voice of the customer analysis)
Ensuring the feedback from the customer is communicated to the team and new strategies, quality and service improvement initiatives are implemented
Track the performance against SLA’s and KPI’s (Key Performance Indicators) e.g. value add, cost savings, resource utilisation, efficiency gains etc
/ Liaise with key customers and suppliers /
Achievement of excellence within customer communication management (Document Composition & Software development)
Ensure compliance with Xerox governance standards
Proven people management skills – able to motivate and supervise a team
Previous experience in customer facing roles
Able to evidence improved customer satisfaction and productivity achievements
Strong skills in building and sustaining relationships at various levels both internally and externally
Ability to influence and work with senior managers in the client organisation
Familiar with document production techniques and software development
Knowledge of inventory management
Ability to convey concepts and ideas effectively to a variety of audiences
Excellent communication skills, both written & verbal
Approachable manner
Ability to delegate where necessary
Able to motivate the team and build excellent relationships
Ability to deal with complex issues and take responsibility through to resolution
Analytical and planning ability
Highly organised – demonstrating consistency and structure in their approach
Excellent interpretation skills and understanding of corporate standards and style guidelines
Strong leadership, teamwork and facilitation skills
Strong financial and analytical skills
Strong IT Project management skills
Ability to demonstrate initiative and creativity
Flexible and adaptable

Service Delivery Manager Stage Resume Examples & Samples

Manage the local and global support teams to deliver on SLA
Build strong customer intimacy
2-4 years experience in Operations & Service Delivery area in the ICT industry
Fluent in English, French and Arabic
Good knowledge of the Algerian Telecom and IT market environment
Experience in multi-national working environment
Financial understanding

Service Delivery Manager Resume Examples & Samples

Minimum 8 years experience of managing a portfolio of projects to delivery; experience in managing project and service environments
Experience of vendor-relationship anagement
At least 5 years of managing projects in an outsourced environment or managing vendors
Fluency in Italian
Demonstrates thorough understanding of business priorities and understands the business criticality of platforms and applications
Understanding of best practice in project delivery and service management, particularly in outsourcing situations

Service Delivery Manager Resume Examples & Samples

Operational and financial performance
Underlying IT processes which enable or support the services they own
Ensuring that the ongoing service delivery and support meet agreed customer requirements
Participate in the creation and management of the budget and resourcing related to their service
Working with the customer to understand and translate customer requirements into activities, measures or service components that will ensure that the service provider can meet those requirements
Assisting in defining service models and in assessing the impact of new services or changes to existing services through the service portfolio management process
Identifying opportunities for new/changed services, leading the development of RoMs, SoWs and proposals as appropriate for their service area
Identifying opportunities for service improvements, discussing these with the customer and raising RFCs as appropriate
Liaising with the appropriate process owners throughout the service lifecycle
Soliciting required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
Providing input in service attributes such as performance, availability etc
Representing the service across the organization
Understanding the service (components etc.)
Serving as the point of escalation (notification) for major incidents relating to the service
Engaging in the remediation of Severity 1 & 2 incidents for their service, including ownership of CSM communications with the customer
Ensuring consistent and appropriate communication with the customer for service related enquiries
Representing the service in change advisory board (CAB) meetings
Participating in internal service review meetings (within IT)
Participating in external service review meetings (with the customer)
Ensuring that the service entry in the service catalogue is accurate and is maintained
Participating in negotiating service level agreements (SLAs) and operational level agreements (OLAs) relating to the service
Identifying improvement opportunities for inclusion in the continual service improvement (CSI) register
Participate in the CSI working group to review and prioritize improvements
Accountable for the completeness and accuracy of the Policies and Procedures Manual (PPM) developed in support of the contract scope assigned to them
Fulfill the role of Process Manager for processes supporting Service Strategy for their services
Service Portfolio Management · Business Relationship Management · Financial Management · Demand Management

Technical Application Service Delivery Manager Resume Examples & Samples

Have good attention to detail and improve existing documentation
Process oriented and interest in continuously improving
Vigilant toward monitoring and troubleshooting existing applications
Have comprehensive knowledge and skills to resolve issues as needed / overcome hurdles
Keep abreast of HRS standards, technologies or methodologies
Help application and development teams in coordinating tasks, releases, testing and closure of issues
Oversee the day-to-day operational aspects of application and infrastructure delivery
Work with Local Management to develop strategy needed to achieve agreed upon service levels
Team player by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
Management of the accurate and timely production of root cause analysis (RCA) of high severity outages or critical break-down in standards or procedures
The SDM is responsible to send reports to SBU/customer and tracking key performance metrics
The SDM handles day to day technical topics including monitoring as well as incident and problem management
The SDM uses problem-solving skills to assess risk and make decisions. Also works closely with the Call Center team, the SBU and application team on service delivery
Has spent considerable amount of time on an application for more than one client and gained complete understanding of the landscape and requirement of the client
A strong understanding of managing the Network stack and protocols such as - TCP/IP, HTTP/S, SSH, FTP & SMTP
System experience to include but not limited to AD, DHCP, DNS, Patching and Security Hardening
Working knowledge of Windows, UNIX and Linux platforms
Http protocol – Request methods, Header fields, Status codes
Websphere, Oracle databases, Web Service XML
Experience with multiple java versions and scripting
Wintel, UNIX, Linux, and ISeries servers and open storage technologies
Helpdesk, end user desktop, end user telephony, asset management, IT procurement
Network LAN/WAN and telephony systems
Ability to handle high pressure environment with multiple priorities
24x7 On call availability
Excellent Witten and Verbal Communication (English)
Flexible / and get along with others
Carry out multiple assignments and yet be detail oriented
Initiative and Drive

Service Delivery Manager Resume Examples & Samples

Serves as the lead technical GDS Service Delivery resource specifically aligned to the Global Technology Infrastructure tower, with the proper skillset to facilitate and drive the successful deployment of data networking technologies in support of both small and large projects, and any other network-related business requests
Drives Service Design and Operations resources to ensure all data network requests and projects are delivered on time, within budget and in scope
Responsible for managing contracts with managed-service providers, carriers and colocation providers
Ensures proper communication to key stakeholders, including affected lines of business, senior management, and other global technology and infrastructure partners
Builds trusting relationships with key stakeholders and senior management representatives from within assigned LOB
Prior experience in a Technical Project Management role within the financial services industry

Service Delivery Manager Resume Examples & Samples

5+ years of experience in IT with specific experience leading, measuring, and improving the delivery of technical support
Strong understanding and commitment to standard operational processes and disciplines (Service Request Management, Incident Management, Problem Management, Change Management, Operational Readiness, etc.)
Effective problem determination (experience in root cause analysis) and problem resolution skills
Ability to accomplish results through others, particularly by establishing relationships
Proven negotiation and influencing skills and ability to manage by influence as opposed to positional authority
Strong teamwork and partnering approach
Knowledge of business environment, service requirements and culture
Process skills; an understanding of process costs, ability to work with Supplier to ensure effective operations and agreed upon service levels
Demonstrated ability to assess Fossil’s needs, creatively approach solutions, decide and influence appropriate courses of action
Ability to be firm but fair with regard to operational deliverables

Health & Welfare Service Delivery Manager Resume Examples & Samples

Serves as the first line of communication with clients for issues, escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and change requests
Capture functional requirements for change requests from clients
Updates internal partners on client specific changes impacting service delivery
Minimum 8 years’ experience as a Health & Welfare subject matter expert
Experience with HW Plans and Compliance, Call Center work flow experience, Client Service experience and vendor management
MS Office suite (Excel, PowerPoint, Word, Access), relational database knowledge a plus
SQL, a plus

Service Delivery Manager Resume Examples & Samples

At least 1 year experience in Project service delivery management
At least 6 months experience in Network Infrastructure, WAN / MAN / LAN design and implementation
At least 6 months experience in Server infrastructure design and implementation
Chinese simplified: Fluent

Asia Pacific Service Delivery Manager Resume Examples & Samples

Be accountable in managing the annual portfolio of Asia Pacific CBS IT business cases and programs/projects in the region
Coach, mentor and support project management, business analysis and application support resources under the Asia Pacific CBS IT Service Delivery team
Act as a Program Manager and escalation point on all Asia Pacific projects
Act as the first point of contact for Asia Pacific Mercury, Workplace of the Future and Cross-Organizational initiatives
Produce and deliver the weekly portfolio status report to the key Area and/or Global stakeholders
Manage the annual delivery of the approved project budget
Manage the Asia Pacific annual fiscal year budget planning process and sponsors consultation
Attend meetings related to Cross-Organizational projects/initiatives to provide Asia Pacific CBS IT’s context and information
Identify potential points of contention for missed deliverables, creates and implements strategy to mitigate shortfalls in timeline and budget
Proactively identify risks and issues on programs – leading team to develop risk management and issues management plans
A degree in the Information Technology or related discipline
10-15 years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs among when 10+ years were in program management
Has experience across the systems development life cycle and experience in all program/project phases – plan, initiate, elaborate, design, build, test and implement
Experience in Finance and/or HR and/or Risks Technology or IT Professional Services/Consulting industry would be advantageous
Project management certification is preferred (PMI/CAPM or PMP, PRINCE2), familiarity with ITIL v2 or v3 is advantageous
Mastery of program management methodology, tools and templates (includes program/project planning, schedule development, scope management and cost management)
Track record of customer focus, based on openness, trust and delivering on promises
Mastery in managing to contract – ensuring clients and suppliers alike perform in accordance with original agreement
Experience of managing IT programs with personal accountability for delivering to time and cost for large, complex, global programs typically between US$2M to US$5M in value and 12 months in duration
Knowledge and use of industry-standard programs/project methods, tools and techniques e.g. RAIDS, budget, communication
Monitors and manages program baseline to ensure activities are occurring as planned – scope, budget and schedule
Ability to balance both the “science” of how to perform program management and the “art” of program management, which is learned through experience and skill training/application
Demonstrates business analytics to manage and meet sponsor and customer needs
Analytical skills and program solving skills needed to manage multiple factors on a program simultaneously
Mastery team working skills across matrixed client, supplier and geographically dispersed virtual teams
Excellent communication, interpersonal and negotiation skills
Self-motivated and self-driven

Global Service Delivery Manager for End User Services Resume Examples & Samples

Design the service operations structure to deploy, support and manage the End User technology services for UBS globally
Develops short, medium and long term plans for improving the effectiveness and efficiency of service operations that will generate a significant, positive impact on the business unit’s profitability/cost containment objectives and strategic direction, through improved stability, capacity management, quality and cost effectiveness
Drives the Service Operation portion of the GT Transformation Program which incorporates the deployment of thin-client solutions, mobility devices, BYOB technology and collaboration/multimedia technologies
Drives the Service Operation workforce strategy incorporating more aggressive use of UBS strategic value hub locations in Pune, Krakow and Nashville. Also manage key interactions with strategic partners and vendors to build a robust supply chain for consistent, scalable and quality service and Incorporate strong risk management controls into operational process designs
Accountable for the plans and actions to achieve consistent operational performance against agreed SLA, KPIs and KRIs, front to bank across the business, supporting benchmarking activities and monitoring performance against agreed metrics. Provides clients, colleagues and partner functions with regular and ad hoc Management Information (MI), analysis and insight to drive new thinking, development and implementation of interventions to address changing business needs and reflect market trends
Drives the achievement of high performance overseeing effective career management, providing equitable opportunities, driving succession planning and talent management processes to ensure continuous development of people capability & delivery of results
Acts as a leadership role model, communicating SMART business driven objectives, ensuring team members work with aligned goals and nurturing talent while fostering diversity

Service Delivery Manager With English Resume Examples & Samples

Strategic work faces planning in a multi lingual environment. · Work load planning and process re-engineering to define Best in Class levels for each process managed · Process Automation programs – owning the results · Elimination of variance · Lean and Six Sigma analysis of process gaps · Internal controls within Customer Administration and Sarbanes Oxley controls. · Year over year controls improvement e.g. proportion of N rated controls reduces · Customer Satisfaction and Retention planning. · Meeting the retention targets · Delivery of the Loyalty ratios · Achievement of monthly Operational Targets (e.g. Gross DSO, costs etc.) · Client Relationship Management · Effective and efficient resolution of client / customer reported issues · Reactive management to effectively close Customer complaints against SLA’s · People and Resource Management · Talent Management - all HR activities for teams including recruiting, retention, succession planning, training, performance management, development, compensation/pay, team building, and recognition practices through the management team
10 years or more of progressively responsible leadership experience, managing complex administration operations in a multinational organization
High level of English
Any Nordic language will be a plus
Knowledge of Spanish would be a plus
Experience managing a CoE in a best / right shore environment
Effective in building relationships with constituencies and subordinates
Flexibility to navigate successfully in a matrix management structure and rapidly changing organization
Negotiation and conflict management skills
Demonstrable track record in running high performing teams with operational targets
Deep understanding of Customer Administration organisations
Demonstrated experience in planning operations and management
Ability to effectively control a complex operation against existing processes and SLA’s
Ability to implement Process Improvement framework

Service Delivery Manager Resume Examples & Samples

10 years - Technical Experience possessing a general understanding of the following technologies and tools
Technology - - Mainframe, iSeries, Tandem. OpenSystems – Linux / UNIX, Storage and Backup, Windows and VMs and associated services and associated Hosting and Data Center Services
Tools - - AMP/Remedy, Netcool, BladeLogic, HP OpenView

Service Delivery Manager Resume Examples & Samples

A passion for working with people and the ability to quickly build rapport
Effective service delivery and escalation management
Identify opportunities for growth and pass leads to a Business Development Consultant
Navigate the customers organisation to ensure stong relationships through business

Health & Welfare Service Delivery Manager Resume Examples & Samples

These management positions require strong technical, communication and management skills and extensive experience in managing the operations of a business. Additional Job Responsibilities
Monitor SLA and operational dashboards to ensure Service Levels are met and exceeded at all times. Essential Skills/Knowledge
At least 8 years experience within the following areas o Health & Welfare subject matter expert in Plans and Compliance

Service Delivery Manager, Smb-uk Resume Examples & Samples

Building strong partnership relationships with customers
Produce and maintain service improvement plans
Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
Produce ad-hoc reports when required i.e. MAR,SIR
Responsible for adhering to company security policies and procedure as directed

Service Delivery Manager Resume Examples & Samples

1) Process engineering: design, operation, control, and optimization of Service Desk operations
2) Developing CSF’s, KPI’s and other metrics measuring IT business value, customer satisfaction, and overall Service Desk effectiveness
3) SLAs: ensure current SLAs are up-to-date and meaningful to business partners. Recommend new SLAs as appropriate
4) Continual Service Improvement: analysis and reporting on operations and metrics, with improvement recommendations
5) Assist in the development of reporting, process documentation and customer satisfaction surveys
6) Work closely with external partners to ensure a consistent, high-value customer experience, especially during service transition
7) Maintain current knowledge of relevant ITSM practices and technologies
8) Participate in continuous process improvement in all areas of IT
Alternate: Vocational/specialized training

Service Delivery Manager Resume Examples & Samples

Infrastructure Hosting Services drive long term Change Management strategies within the organization
Facilitate the review, orchestration and communication of Hosting Infrastructure changes within the TS
Facilitate Hosting Infrastructure Incident and Problem Management process including data quality assurance and tracking tasks to completion
Build and maintain Change Management service reports
Coordinate major complex infrastructure events involving application, database, compute, storage and network components
Develop strong working relationships and increasing engagement / collaboration with peers to drive technology roadmaps for Infrastructure Hosting Services
Drive Service Improvement for their technology within Infrastructure Hosting Services Look to identify gaps within existing “process and tools” and work with Line Managers to remediate on a global basis
Determine key metrics for evaluating performance relative to problem solving. Analyze metrics related to performance and identify opportunities for improvement. Implement tactical changes to improve performance and propose process or strategic changes to improve performance
Define and drive Operational standards for existing and new support functions deployed within the Infrastructure Hosting Services environment to ensure day-to-day operations are covered for Production support teams
Ensuring all technical solutions for existing / upcoming audit points is viable with a clear and defined process for deployment. Ensuring all EOL components for their technology are highlighted with a clear roadmap for Line Managers and Service Delivery managers to work to
Improve vendor relationship / visibility for all Infrastructure Hosting Services vendors. Understand vendor roadmaps and clearly identify key features for products to be deployed in the Operations space. Document and ratify vendor engagement process for roadmaps and troubleshooting when issues arise in the environment

Service Delivery Manager, Enterprise Resume Examples & Samples

Building strong customer relationships that can yield win-win situations through adding value
A high level understanding of business technology solutions
Close partnership with an aligned Lead Engineer, and professional virtual teaming with other customer-aligned roles
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Identify trends in customer history in order to drive preventative action
Validate, negotiate and process service credits
Prescriptively recommend solution enhancements to better support customer business outcomes
Manage contract renewal negotiations
Proactively engage the customer to make improvements in their system set-up
Produce high quality ad-hoc reports when required, for consumption by Rackspace and senior customer leaders

Credit Risk Service Delivery Manager, Pune Resume Examples & Samples

Work with Development and QA teams as well as product managers to deliver high quality components for the Credit Risk platform
Integrate the Pune office with the global team, ensuring that the global standards and practices are followed
Act as regional escalation point and troubleshoot issues as they arise
Ensure all regulatory requirements are met

Technical Service Delivery Manager Resume Examples & Samples

Escalation management combined with executive communication
Work alongside vendor resources during escalated incidents, help to troubleshoot incidents, analyze root cause and provide solutions. Help support and maintain all environment / Prod, QA, QA Live, Dev, Demo and liaise with third-party providers
Work with technical groups and business owners to make sure they can identify and diagnose potential customer quality issues before they become actual problems
Produce environment metrics reports (working with vendors, as required) for management. ITSM reports / KPI's
Facilitate pro-active communications and engagements with key constituents to ensure effective support. Develop and implement policies for asset management, including maintenance of component inventory, related documentation, and technical specifications information
Provide guidance and expertise in relation to System Administration activity. Coordinate and delegate tasks as required, to 3 rd party vendors
Experience managing environments being hosted by vendors such as Amazon Web Services
Help support and maintain all data (production and non-production environments)
Conduct regular and routine monitoring and management of infrastructure components, ensuring the stable operation and efficient performance
Produce environment metrics reports (working with vendors, as required) for management
Develop and implement policies for asset management, including maintenance of server component inventory, related documentation, and technical specifications information
Inspect, maintain server inventory, data centers, remote offices to assure operational efficiency of our environments and aid in the prevention of downtime
Experience managing cloud environments. Experience with AWS preferred. Experience with EC2 instances, ELB’s, Route 53, Cloud Watch etc…
At least 5 years’ system admin experience with Solaris, LDOM farms
At least 5 years’ system admin experience with VMWare, Windows OS
At least 5 years’ system admin experience with linux (RHEL, Oracle)
Minimum of 3 years' experience systems administration with VMWare environment
Experience preferred with managing vendors supporting hosted infrastructure such as Amazon Web Services. (Datapipe, Atos, WiPro)
Extensive experience with ITSM tools – preferably Service Now
Experience in daily Cloud(AWS) operational tasks that would include configurations, communication performance, in a secure, reliable and highly availability environment
Proven internal and external influencing skills at senior and executive management levels
Monitoring and alerting exposure – Nagios, SCOM, sitescope, EM7, dynatrace, Gomez, solarwinds
PM experience
Self-motivated and independently minded
Effective negotiation skills, able to facilitate collaboration between stakeholders with differing opinions
Bachelor degree in business or information systems preferred
Experience integrating software and services using common API techniques (SOAP, REST, XML)
Experience with backup technologies netbackup, Avamar, DataDomain, and backup strategies
Experience with Data base technologies such as Cassandra or CouchDB

Technical Service Delivery Manager Resume Examples & Samples

Experience managing environments and Data centers being supported by vendors (Atos, WiPro)
Experience managing all aspects of data centers including security audit, disaster recovery, network, server, storage, monitoring etc…
Experience managing and supporting enterprise applications such as Oracle ERP, Atlas, Oracle SOA, Enterprise Data Wharehouse, EDI, and HR applications
Experience preferred with managing vendors supporting hosted infrastructure,(Verizon, Atos, WiPro)

Health & Welfare Service Delivery Manager Resume Examples & Samples

Need to gain a complete understanding of client contracts and discipline specific plans/programs
Serve as a subject matter expert
Have knowledge of SLA requirements and manage day-to-day activities to meet those SLAs
Interact with and manage offshore staff and their handling of processes
Have an understanding of discipline specific best practices, compliance and regulatory requirements
Consult with client on product offering and changes, as well as service enhancements
Ensure client team adheres to all discipline specific and legislative policies and procedures
Seek and implement revenue enhancement and cost reduction opportunities
Lead discipline specific cross-functional activities/projects within team or with other teams
Participate in the management of annual enrollment
Provide guidance on healthcare, disability insurance files, COBRA, retiree pension deductions, evidence of insurability, dependent age maintenance, retiree age maintenance and qualifying life events
Provide research, root cause analysis and strategy on all administrative issues in support of client service delivery

Service Delivery Manager Resume Examples & Samples

Acts as a trusted technology and business advisor in partnership with functional business stakeholders to synchronize business and technology activities, identifying service components (People, Process, Products/Tools, etc) to deliver business outcomes and capabilities
Establishes and maintains relationships with service consumers (stakeholders, users, decision makers, etc.) by demonstrating reliability, cooperativeness, honesty, and an unbiased approach to analysis work
Establishes and maintains relationships across IT support and solution teams, staying current on all support and service offerings
Understands key customer business processes, applications and integrations in order to develop system expertise for customer support, troubleshooting issues, and performing system testing
Responsible for day-to-day customer support of designated systems and processes, including coordination with stakeholders to train, answer questions and troubleshoot issues
Responds to service requests and works to ensure customer satisfaction
Assess customer’s risks and needs and recommends appropriate service offerings to proactively address
Assists with evaluation of proposed new solutions and preparation of analyses to determine how closely solutions meet stakeholder and solution requirements
Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust
Carries out activities related to service/application support, configuration, business requirements validation, and quality assurance testing to ensure the highest levels of operational service delivery
Liaison amongst business partners, technology teams and third party vendors to successfully coordinate activity across matrix functions and maintain a good customer experience
Conduct recurring meetings with service consumers to review service performance and expectations
Conducts recurring meetings with internal service providers and external vendors to review service requirements, performance and expectations
Communicates service value, costs and features to business and technology stakeholders
Establish and maintains service roadmaps to guide new development and/or feature acquisition; monitors competitive landscape; defines appropriate service metrics (SLA, OLA, etc.)
Communicates effectively to all levels of management utilizing effective communication methods and presentation tools
Manage programs and projects under Workforce Services, varying in size and complexity, requiring all phases of the project management life cycle, often involving multiple internal and external constituents and matrix partners
Assists with designing solution enhancements and developing functional design specifications as required
Assists with solution documentation and training materials as required
BS/BA in related discipline and at least 5-8 years in related field – OR – MS/MA/MBA or other graduate degree and at least 3-5 years of experience in related field
Fundamental knowledge of technology workforce and enablement support processes/services such as onboarding, off boarding, email (O365), identity and access management services, network services, case management (Service Now), file sharing/storing/connecting services, security, etc
PMP and/or ITIL Foundation Certification a plus
Experience with HR, boarding processes, and service enablement a plus

Service Delivery Manager Resume Examples & Samples

Ensure that the services operate within agreed budgets and identify opportunities to drive and deliver efficiencies within the operation
O Manage resources so that service needs are met and commercial opportunities can be responded to promptly as necessary
Analytical thinking - Excellent mental agility, able to simplify complex problems, processes or projects into constituent parts and explore or evaluate them systematically. Able to identify causal relationships and construct frameworks for problem solving and development. Can identify strengths and weaknesses of options and arguments and determine the consequences of proposed courses of action
Communication - Ability to relate to stakeholders at all levels, tactfully and sensitively and deal with a wide range of internal and external contacts in a helpful, approachable and professional manner. Able to communicate complex issues by adopting a range styles, tools, techniques and terminology appropriate to the audience
Influencing and Persuading - able to present sound and well-reasoned arguments to convince others and can draw from a range of strategies to persuade people in a way that results in agreement or behaviour change. Ability to operate with tact and diplomacy, building strong working relationships with key individuals in other groups and areas. Capable of assessing conflicting opinions and negotiating agreed outcomes
Planning and Organisation - able to think ahead in order to establish and efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines and resources and ensuring progress is maintained and business objectives are achieved
Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to deliver to tight deadlines, costs, or requirements and manage the trade-offs between them. Able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one’s own organisation or job requirements
Resilience - able to perform under pressure and remain calm and positive in the face of setbacks. Can handle interference or opposition and does not take it personally. Identifies and uses different ways of approaching persistent problems, keeps problems in perspective and is willing and able to persevere. Able to lead project teams or work independently on high profile projects
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Senior Infrastructure Service Delivery Manager Resume Examples & Samples

Continue to evolve the priorities and capabilities of the team to allow us to always focus on the areas with the highest return in risk or financial reductions
Broad background across multiple technologies needed to provide a framework with which to evaluate the status of the estate and aid in prioritization of execution
Advanced written and oral communication capabilities with the ability to influence and successfully interface with executive leadership
Must be a change agent, striving for continuous improvement in process and technology as our ecosystem evolves
Expert in problem solving skills with the ability to break down large, complex problems into smaller and simpler items that can be worked by multiple teams
Expert skills in project management methodologies and tools, with an ability to bring structure, define milestones, and track execution of complex programs
Understanding of internal chargeback mechanisms from similar large companies and how they are impacted and influenced by green dollar profit and loss (P&L) accounting
Understand how to calculate P&L given a depreciation schedule and target implementation date
The ability to interpret report data and translate it into a business, financial or technical impact
Some experience in capacity planning, systems performance analysis and utilization
Minimum of 10 years of in an Information Technology leadership position

Service Delivery Manager Resume Examples & Samples

Develop a Release integration plan for the projects that impact multiple applications
Provide guidance for I.T. Implementation Plan completion. Review and approval
Responsible for all release management, to the test and between test environments and production, for all applications implemented or updated by the change
Ensure Change and Configuration Management processes are followed. Participate in CAB and change assessment, impact analysis, risk level determination and readiness
Assist Projects to understand and comply with Release, Change and Configuration Management Practices
Assist in source code management, build automation and package deployment automation
Coordinate the preparation of release requests and coordinate release requirements with Testing and with Environment managers
Participate in Project post implementation reviews
Ensure early engagement with all project and maintenance teams
Approval on releases ready for QA/production / part of the Go / No Go meetings and decision
Provide release, change and configuration support and assistance to application development and test teams
Provide release/change status/reports to management and executives
Participate and lead internal audits for compliance to RBC standards
Work with Dev Managers and project PMs to confirm content of each release and release readiness
Communicate Release Readiness Status to Release Manager
Work on continuous process improvement and service delivery
Configuration and Release Management (5 years min experience in a similar or related field)
Software Development Life Cycle, Project Management Framework
IT Standards, Methodologies, CMM, Audit & SOX requirements
Team player, who works well under pressure
Self-starter who is innovative and takes initiative
Ability to multitask in a fast paced environment with changing priorities
Excellent organizational, analytical, planning, documentation and problem solving skills
Ability to effectively communicate verbally and in writing with personnel at all levels within the organization
Ability to deal with ambiguity
Ability to use common sense and ask the right questions
Detailed and Service oriented

GT Service Delivery Manager Resume Examples & Samples

Delivering and overseeing of the GT ICAP, according to the requirements of the UBS Operational Risk Framework, including the definition and execution of the GT ICAP service and overall management of the service
Designing, implementing and continuously improving the GT ICAP lifecycle, governance, tools and reporting
Ensuring the effectiveness and efficiency of the ICAP process for GT – scope management, delivery within agreed timeframe and quality requirements
Maintaining a single view of all control deficiencies mapped to known issues and remediation plans / timeframes
Performing review of the GT ICAP submission, providing ICAP reports to stakeholders across the firm and facilitating senior management signoff
Supervising setup and management of a new GT controls testing capability to provide management with assurance as to the quality of both the GT ICAP and GT controls
Improving risk and control awareness across the GT control owner and operator community

Small Business Service Delivery Manager Resume Examples & Samples

Manage 3rd party vendor(s) and take responsibility for delivery of operational metrics including Customer Satisfaction, Efficiency and Revenue uplift
Define strategies and implement and manage service programs to achieve quarterly goals
Act as key contributor and part of Customer Services leadership team for APAC delivering cohesive and coordinated customer engagement and market development strategies
Develop and implement best practices for your services programs ensuring our team is always up to date with the most effective advertiser solutions
Drive operational improvements, share best practices, and implement scalable solutions to business challenges
Build strong working relationships inside and outside of Facebook
Influence and collaborate with cross-functional groups to produce meaningful results
Lead a group of high performing Facebookers, and help them meet their short term and long term goals

Service Delivery Manager Resume Examples & Samples

Provide customer focused and responsive tech support to all Lines of Business (LOB’s)
Successful service delivery - SLA achievement and high level of customer satisfaction
Strong solution oriented approach for all LOB’s
Escalation point for both Operations staff, Tech Teams and customers in relation to process or service failures
Plays a role of Technical Representative to all customers/Transition representative for Operational efficiency and offer Continual Service improvement
Generate and maintain all reporting to ensure proper operational efficiency is build in and corrective steps are suggested
Create/ Manage/Execute strong SLA’s for all services offered
Coordinate, manage, deliver and support the technology needs, expectations and contracted services of various IT teams and their businesses
Provide technical guidance to Operational staff on daily IT operations
Work with greater WDI IT team on the testing and implementation of regional and international initiatives
Manage IT operations personnel and 24X7 NOC team, including performance management, staff training, development and succession planning
Work on other tasks as assigned by supervisor
Maintain IT assets as appropriate
Overall 10-12 years of experience with 6+ years’ work experience towards service delivery domain and 5+ years in a team lead/ role where process got implemented (in line to ITIL)
Well versed in Windows platform, Active Directory, O365, Office 2010/2013 and knowledge of SharePoint and management tools
Familiar with all relevant aspects of Intel-based technology and their applications in a
Business environment
Successful program/project management experience in an IT environment, including budgetary control
Sound knowledge of IT industry, key suppliers and equipment
ITIL Service Operations certified. (ITIL-SO)
Microsoft Certified IT Professional (MCITP)
PMP framework knowledge
Highlighting the key technical, language and job related skills required
Methodical, disciplined approach
Cultural sensitivity

Health & Welfare Service Delivery Manager Resume Examples & Samples

These management positions require strong technical, communication and management skills and extensive experience in managing the operations of a business. Essential Skills/Knowledge
Health & Welfare Admin and Client Management experience, required
Strong leadership and problem solving skills
Technical experience (query, spec writing, web - MS Excel, MS Word, SQL, Internet, PASS, AIS)

Technical Service Delivery Manager Resume Examples & Samples

Understand and document customer’s business model, plans, applications, infrastructure and support requirements
Create Account Development Plans that create win-win situations that strengthen customer’s partnerships with Rackspace
Provide strategic and operational guidance that will allow customers to continually optimise their Cloud environments to achieve their business goals and maximise return on investments
Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios to AWS
Drive strong customer satisfaction (NPS) through Fanatical Support
Own issues, and escalations and drive collaboration with other teams to find speedy resolutions
Support the success and development of others in the team
Strong customer focus, with an ability to continually anticipate and meet their needs
Amazon Web Services, licensing, billing, credit and escalation processes
Excellent working knowledge of Amazon Web Services, Compute, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc
Certifications in AWS Business Professional, AWS Technical Professional and AWS TCO and Cloud Economics
VLANs, layer2/3 routing, access lists & load balancing
Infrastructure Automation, Config Management and Orchestration toolsets such as Chef, Puppet or Ansible
Design of native Cloud applications, Cloud application design patterns and practices
Working knowledge of one or more Programing languages (.Net, C++, Java, Ruby on Rails, Perl, PHP, Python)
Web Development (SDKs and IDE tool kits)
Service Oriented Architectures (SOA)
Application Lifecycle Management (ALM)
Monitoring tools such as AWS CloudWatch and Rackspace Cloud Monitoring
Leadership of account planning activities, service improvement or business development activity
Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes

Technical Service Delivery Manager Resume Examples & Samples

Provide strategic and operational guidance that will allow customers to continually optimise their Azure and Hyper-V environments to achieve their business goals and maximise return on investments
Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios to Azure
Support the success and development of others in the team as it is established and scaled
Microsoft Azure Services, licensing, billing, credit and escalation processes
Microsoft Azure Cloud, SQL, Storage, Azure Backup, Azure Portal, Active Directory
Microsoft Windows operating systems: Windows 2008, 2012
Hyper-V, Windows Clustering, System Centre, PowerShell, Active Directory, IIS, SQL, .NET IDE usage and Plugins to Azure
Infrastructure Automation toolsets such as PowerShell DSC, Chef or Puppet
Monitoring tools such as System Centre Operations Manager and Cloud Monitoring
Excellent knowledge of application development, delivery and infrastructure automation
Microsoft Programing languages (VB, C, C++, C#)
Web development (ASP.Net, AJAX, Silverlight)

Technical / Service Delivery Manager Resume Examples & Samples

A minimum of four to six years’ experience in operations and wireless network development, management specific to IAM/SDG/ODP, MSDP, ECE etc
Highly developed working knowledge of business process, operations, and cross functional coordination
Bachelor’s degree, preferably in a science, business or telecommunications discipline; or a minimum of eight years of progressive experience in a related field
Travel may be required

Health & Welfare Service Delivery Manager Participant Escalations & Advocacy Resume Examples & Samples

These management positions require strong technical, communication and management skills and extensive experience in managing the operations of a business
Key client and participant facing management role in support of High Touch customer service model
Responsible for team management, facilitation of client meetings, client inquiries, participant escalations and appeals, trend analysis, ad-hoc reporting, special projects, and change requests
Serves as the first line of communication with clients for issues, escalations, global trend analysis, ad-hoc reporting, special projects, and change requests
Coordinate detailed Root Cause analysis and responses to client escalations with leveraged services and platform support partners. Root cause Analysis should include identification of impacted parties, identification of impact, why the event happened, how the immediate issue is resolved, and steps to prevent future occurrences
Review and track all client and participant escalations to identify trends and define strategic recommendations based on trends
Design, coordinate, and implement plans for the remediation of negative trends
Update call center team and advocacy team on client specific changes impacting service delivery and participant experience
Monitor SLA and operational dashboards to ensure Service Levels are met and exceeded at all times. Develop action plans to mitigate risk
Health and Welfare Domain Expert responsible for client-specific subject matter
Proficient in all client plan rules and administrative practices for service delivery
Strong team management skills
Trend analysis and Metric reporting skills, required Compilation and Analysis of participant case trends and formulation of strategy recommendations based on trend
Case Management System and Data analytic experience, required
Strong customer service skills: Ability to handle highly sensitive participant cases
Ability to compile and trend participant call and case data and present fact based strategy to senior client plan sponsor contacts
Handle highly sensitive participant cases – direct line of contact with employee and plan sponsor
Strong interpersonal skills. Clear, concise communicator
Analyze and research an issue and define solution
Strong client presentation skills
Responsive, reliable and available to all client and team inquiries
MS Office (Excel, PowerPoint, Word), required

GCS / GNS Service Delivery Manager Resume Examples & Samples

Lead the APAC Telecom RFP through the full RFP life cycle, in partnership with Sourcing and Vendor Management
Drive the GNS APAC cost efficiency programme – manage key deliverables, reporting & forecasting
Create cost-benefit models and presentations to advise senior execs on the recommend course of action for areas of identified opportunity
Create a framework for continual cost optimization
Work with GNS peers, other GTI staff and LOB representatives to identify further cost efficiency opportunities
Run Structured Service Delivery meetings with Key GNS Vendors & Service Providers; monitoring key performance metrics and SLA’s to determine performance against agreed commercial contractual terms
Degree in related technical/business areas or equivalent work experience
Strategy and roadmap presentation
Proven track-record of stakeholder management
Global, matrix organizational management experience
Business case creation and delivery
Innovative mind-set and solutions experience

Service Delivery Manager Resume Examples & Samples

Initiate and drive improvement plans to correct operational or financial performance deviations towards a specific WLA or towards the global benchmark and targets
Responsible to establish the necessary OLA (Operation Level Agreements) to fulfill WLA requirements and secure that the OLAs are updated and followed by the center
Responsible for securing 3PP adherence to the delivery requirements as reflect in the contract and to escalate deviations or improvement needs to the Sourcing organization
Manage the hand-over of resources, services and activities to the global or regional delivery unit to fulfill or expand the WLA scope, securing that the required capacity and support infrastructure is available
Working pro-actively to continuously improve the financial and the operational performance of the delivery units as well as the processes used in our delivery, as part of Continual Service Improvement initiatives
Identify delivery trends in connection to possible Add on Sales
Degree in Electronics Engineering/ Computer Science
Technical experience in Radio or Transmission - min 5 years
Experience in team management (teams bigger than 20 people) or as a Program or Delivery Manager (minimum 2 years) for Virtual teams bigger than 20 people
Experience in Customer Relationship Handling
Ability to arrange group work
Ability to establish cross-functional connections within a company
Good English level

Service Delivery Manager Resume Examples & Samples

Develop, maintain and/or improve the relationship between the business unit customer (at the Branch, Complex and Regional Level) and IT
Work with the customer to understand service level requirements from the business and ensure service objectives are met
Plan, Coordinate and Execute Branch Engagement Activities, including the documentation of issues and handling follow-ups. (Travel required.)
Attend necessary meetings to provide guidance regarding business unit- s priorities (i.e., BU moves, hardware refreshes, enterprise wide deployments, etc.)
Assist in the coordination of large-scale product deployments, including participation in product testing
Review service performance metrics, analyze trends and identify opportunities to improve the level of service and reduce costs as appropriate
Communicate with the business unit to address day-to-day service delivery questions and to evaluate overall client satisfaction via regular customer interaction as well as formal surveys
Follow IT outage escalation procedures, ensuring timely escalation and communications of all outages
Communicate and interface between IT and the BU for scheduled downtime, outages or upgrades for large enterprise applications
Assist in the marketing and communication of new products deployed into the environment
Coordinate support coverage for critical business cycles/events as onsite-resource (OSR)
Assist in expediting service requests for but not limited to delivery of new hardware, dispatching of techs for IMAC and break/fix for all IT functions/products
Continual Service Improvement: Identify issues/trends/gaps in service and disseminate information and knowledge to the various IT support teams to improve level of service and reduce cost as appropriate
Assist in the development of IT requirements for new/enhanced service models/products
Gather requirements to improve the quality of solutions implemented and determine opportunities for increased automation at the desktop
Liaise with non-IT groups such as Procurement, Corporate Services, Risk, IT Security, and InfoSec
Participate in aged ticket reviews and top-N call driver analysis meetings
Bachelor’s degree and/or extensive experience in customer service
Minimum of five years’ experience in technical customer service is preferred
Solid client service, people management and interpersonal skills are core to this function
Leadership to motivate staff, influence change and drive enhanced service levels
Strong organizational and problem solving skills
Proficiency with MS-Office Productivity Applications
A general interest in technology and how it can be applied to various businesses

100

Service Delivery Manager Resume Examples & Samples

Take ownership and accountability for Service Delivery
Coordinate with Production at key intervals and phases of initiation, integration, transition, launch and post launch: Understand their objectives, priorities and expectations
Coordinate transversal inter-team operations and emergency support with Operations Managers as required
Evangelize service transitions whilst increasing awareness of our processes, methods and global Online Conformance Requirements (OCR)
Drive gate preparations, readiness and materials; Coordinate Online Conformance Requirements audits
Monitor and validate the global Online Conformance Requirements (OCR)
Ensure preparations and follow-ups for stage gates materials are upheld, delivered on time and of high quality
Routinely build launch readiness risk lists and validate scope changes with key stakeholders
Prepare and iterate the ‘landing strip’ service roadmaps
Participate in the Service Report Design, Publishing & Enforcement, Triage & SLA Chase and integrity review
Act as an accountable, responsible and contributing Service Quality Assurance champion
Ensure new service quality coming into the domain portfolio respects our standards
Audit the service management processes (Incident Management, Change Management, Problem Management)
Handle Crisis Management in case of escalation and participate to post-mortems for the domain
Identify and analyze operational trends outputting proposals for effective optimizations and changes to existing processes/ methods
Prioritize opportunities based on ROI (investment + impact)
Participate in SLAs (service level agreements), SLOs (service level objectives) and OLAs (operational level agreements) definition and negotiation
Facilitate operational budgeting, tracking and validations; ensuring proper follow-ups of actual costs is performed routinely as well as communicated to core stakeholders
Drive online services with budget prioritized focus
Build operational budget requirements with key stakeholders
Collaborate closely with IT Zone and Service Directors for service transition and operations
Manage the technical service relationship with internal operations and projects teams across all domains
Carry out all other related tasks for operational support needs and requirements
5+ years of IT experience
2+ years of experience as a Service Manager
2 years of project management experience (PMP a plus)
Experience working across organizational boundaries on a local and global basis is an asset
Leadership & negotiation skills
Ability to work effectively in a fast paced changing environment
Ability to make complex information accessible
Ability to understand budget forecasting (hardware, software, mandays) and shaping of service packages
Excellent English skills (spoken and written); French fluency is an asset
Broad understanding of IT technologies and business considerations
Understanding of the picture of the end-to-end service and how the components interact to deliver the service
Understanding of Microsoft & Linux operating systems, routing and telecommunications, enterprise storage systems, data center operations

101

Service Delivery Manager Resume Examples & Samples

Educated to degree level or equivalent
Proven track record of HR systems experience to a super-user level. Hands-on experience of Workday is required
Knowledge of other cloud–based HR/recruitment applications is a plus
Must have worked within an HR department, with good knowledge of HR processes and practices
Customer service focused with a sense of urgency
Experience of performing system requirements definition, design, development, configuration, and testing support is a desirable
Ability to build strong working relationships across all levels within the organization with strong verbal, written communication and organizational skills
Problem solver with a logical approach
Attention to detail is critical
Uses own initiative and requires minimal day-to-day supervision
Knowledge of Microsoft Office applications is required. Business Objects knowledge is a plus. Ability to quickly learn and embrace new toolsets
The ability to balance multiple priorities under pressure

102

Service Delivery Manager Resume Examples & Samples

Acts as the primary liaison between Starbucks IT, other Starbucks departments, customers, and suppliers to monitor the health and well- being of outsourced IT services and support, including awareness of outages, changes, and recurring issues. This includes the implementation of formal governance and customer feedback processes to monitor SLA’s, resolve issues, improve services, and implement new services and best practices
Assesses global IT infrastructure service needs and sets service direction and Service Level Agreements (SLA’s) with suppliers. Monitors service delivery and customer satisfaction to resolve issues and enhance services
Communicates and creates an enterprise understanding of the purpose, value, sourcing and service delivery models, policies, processes and procedures for delivering IT infrastructure services
Ensures future IT infrastructure service and support requirements and opportunities are based on an understanding of Starbuck’s strategies, business cycles, ongoing service performance, industry benchmarks and best practices, and that key Starbucks business initiatives are delivered
Implements Information Technology's sourcing strategy in a manner consistent with Starbucks Guiding Principles and in support of Starbucks business strategies, goals and objectives
Manages IT infrastructure services to reduce deployment time of IT capabilities and identifies opportunities to better manage services and service providers, including opportunities to innovate, reduce costs, consolidate or expand services
Manages a governance process that maximizes value from sourcing relationships while retaining trust, confidence and accountability between the partners
Manages a strategy and assessment framework to identify risks and mitigation measures, in support of decision- making and effective risk management of sourcing relationships and outsourced IT services
Plans, develops, implements, manages, and executes proper processes, practices and procedures to provide standardized, repeatable, predictable, cost-effective IT service delivery through maturity improvements, leveraging a third party provider(s) for outsourced and multi-sourced IT services and support
Prepares, communicates and educates customers and service providers on changes in policies, SLA¿s, practices and procedures within assigned areas of responsibility
Serves as a subject matter expert in contract negotiations to ensure that terms address risk and meet business requirements
Supports the implementation of company programs, procedures, methods and practices to promote Starbucks key messages and achieve a competitive advantage
Works cross-functionally with customers, Information Technology partners, suppliers and other teams to ensure successful execution of the IT sourcing program and delivery of IT infrastructure services
Developing and implementing leading edge policies and processes, (5 years)
Developing requirements and strategies based on business requirements, (3 years)
General business experience in a large, matrixed organization, (3 years)
Managing multiple functions in a dynamic, high-growth organization, including strategic alliance development, supplier management and performance assessment, (3 years)
Operations and procurement experience in a retail, high-tech or information technology industry, (3 years)
Progressive experience in technology management and information technology solution delivery of varying size and complexity, (3 years)
Strategic and operational planning, (3 years)
Experience with contractual and operational change management, (3 years)
Leading key sourcing activities and supplier performance programs, (3 years)
Global IT Services Management Standards Information Technology Infrastructure Library (ITIL) or Six Sigma methodology or at least 5 years experience within similar process-oriented functions to measure and improve business efficiency and effectiveness, (3 years)
Building and leading teams, (3 years)
Experience in delivery of infrastructure deployments in a dynamic work environment, (3 years)
Significant experience managing the technical and customer components of hardware projects
Experience with cabling and network topology
Ability to work cross-functionally and in a matrixed organization
Ability to lead and mentor team members
Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
General knowledge of the information technology industry, IT tools, standards and operations and advanced knowledge with infrastructure services
Advanced knowledge of innovative information technology models and approaches to service and solution delivery
Knowledge of and ability to apply the IT Standards and Tools standards, procedures and tools of the Business Systems and Information Infrastructure functions in order to efficiently execute all support and development work activities
Ability to lead through Change: Ability to communicate the need for change and a compelling vision of change; makes decisions and priorities consistent with change objectives; takes responsibility for the implementation and acceptance of change within the workplace
Advanced knowledge in Problem Analysis: Forming an opinion or making a decision through careful testing of assumptions and facts; taking action that is consistent with available facts, constraints, and probable consequences
Knowledge of Strategic Decision Making: Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal or vision; committing to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available internal and external resources, constraints, and organizational values

103

Service Delivery Manager Resume Examples & Samples

Conduct & drive internal service improvement reviews. Driving automation, process
Minimum Degree level applicant
A minimum of 5-10 years Support experience in relevant IT business streams

104

Service Delivery Manager Resume Examples & Samples

Achieve all the objectives of an application support and maintenance contract
Complete the project outcomes to customer satisfaction using standard IBM Project Management processes
Manage a changing schedule of new Incidents/Problems
Manage the team in understanding and meeting the Service levels
Manage the team to complete the Incident, Problem and Change Management using ITIL practices
Have an in depth knowledge of the Software development lifecycle
Understanding of software configuration management in a support environment
Maintain, own and manage the project plan covering Incident/Problem/Service Requests across multiple applications
Arrange Project Assurance reviews and technical reviews of the Performance
Produce regular status reports for management
Monitor and maintain project progress and resolve issues where necessary
Use a change management system to manage changes to the project plan
Manage the risk, issues and dependencies in meeting the schedule
Escalate issues when senior management action is required
Achieve overall Project Quality as defined in the Project Quality Plan
Ability to manage OEM sub-contractor in relation to the provision of their support, including liaising with their offsite team
Manage forward work plan for minor enhancements, including prioritisation with the client, budgeting, estimating and delivery leadership

105

Enterprise Service Delivery Manager Resume Examples & Samples

Tenancious problem solver, will own issues until full resolution
Cantonese or Mandarin is desirable
Strong team player who can build rapport with both internal departments and external customers
Able to take a creative approach to situations and problem solving
A minimum of one years experience in a Service Delivery / Account Management role
Experience in the IT industry or good understanding of Internet Technologies is an advantage

106

Service Delivery Manager Level Resume Examples & Samples

Client relationship management in a Legal environment, with confidence in dealing with senior stakeholders/(KPI: Presentation skills & client feedback)/
Excellent Communications skills across all levels from senior executives to operational staff, building relationships with all key business owners/representatives /(KPI: Strong relationship management, communication skills at all levels and diplomacy is evident in handling issues)/
Delivering service that meets SLA and delights the customer /(KPI: SLA achieved & high customer satisfaction)/
Leadership and focussed people management ensuring the Document Lifecycle Services team establish a culture of proactivity and quality service delivery /(KPI: People leadership/management skills, people development and change management)/
Managing financial performance and productivity improvements /(KPI: Value for customer, enhanced margin and P&L performance v Plan)/
Transforming and growing the business /(KPI: Further profitable service revenue)/
A representative of the Xerox brand and portfolio to both internal and external customers/(KPI: Demonstrates breadth of knowledge and understanding of the sector knowhow, the Xerox brand and portfolio of services)/
Portfolio knowhow across Document Services, Managed Print Services, Reprographics, Postroom Services, and Records Management /(KPI: Demonstrable knowledge of services and experience in working in this environment)/
Relationship management of all key clients in a challenging environment, including senior stakeholders and Management of regular contractual meetings
Stakeholder management of Xerox internal customers as the account lead including but not limited to Procurement, Billing, Credit Control, Sales, Value Proposition Development, Commercial Group, Finance Team, Health & Safety Team and Senior Management
Creation and ownership of management information reporting and quarterly business reporting
Creation of account strategy working with Sales colleagues, planning and opportunity development for the account to foster a ‘same account growth’ programme
Provide a focus for customer escalation and satisfaction across the organisation. Ensuring review systems are in place and managed effectively
Financial management and effective commercial knowhow to ensure budget plans are met/exceeded, costs are controlled and constantly assessed, delivery of month-end processes and P&L reconciliation
Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
Leads, motivates, mentors and develops their teams directly and/or indirectly to build business capability. Ensures high calibre people are in the right roles, continuously improving the calibre of people through selection and development activity
Champions team-working and knowledge sharing across direct team, peers and the wider regional service delivery team
Effective contract management, implementation of change control process
Responsibility for Health & Safety management in relation to the services and client expectations
Responsibility for organisational policy compliance and compliance with client policy including staff vetting, business ethics and information security
Strong client focus – ability to operate at prime customer contact level typically from senior manager/director level to an operational level
Demonstrates a breadth and depth of operational service delivery management expertise, preferably within Document Management services
Strong development focus - advocate of developing employees, teams and the business
A ‘Passion for Customer Service’ and a demonstration of sharing knowledge to focus others in the same way
Strong project management and change management skillsets
Excellent communicator at all levels
Systems and IT literate
Proven experience of diplomacy, supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
Trouble shooting skills and incident/problem management
Preferably - Bachelor's Degree, minimum A-level and HND qualifications
Relevant professional qualifications e.g. ITIL, Lean Six Sigma (Operational Excellence), PMI, Chartered Management, Prince 2
H&S knowhow or certifications
Significant industry experience in document management, business administration or a related field
Strong experience of service delivery, IT or consulting coupled with financial P&L responsibility
Strong people management experience, projects and client interaction experience
Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
Experience in outsourcing bids, from pre-sales to successful implementation
Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships
H&S knowhow and expectations of a manager and relevant certifications

107

Service Delivery Manager Resume Examples & Samples

Experience in delivering infrastructure/desktop/device projects to an Enterprise organisation
Experience in Service Delivery and ensuring SLAs, OLAs and KPIs are documented and clearly understood, agreed and aligned with delivery objectives
Must be used to working in a high pressure environment and capable of making critical decisions when the need arises
Strong customer focus with a desire for service delivery excellence
Excellent communications skills
Proven experience of delivering service quality within an ITIL framework
Highly organised and driven individual
Desirable
Experience managing Service Operations in a broad technical environment
Understanding and experience of systems used in a banking / regulatory organisation
Experience in working with a service partner to provide a best of breed Service offering to the end user community

108

Service Delivery Manager Resume Examples & Samples

Able to build local Project Manager competence
Is strong enough to mold the organization
Is able to establish the division between the Project Managers and Implementation Managers
Coach, mentor and groom the local talent
Understands, follows and expects to follow the Ericsson WoW including processed, methods and tools
Able to build customer trust
With Japanese or Korean language would be plus
LI-JL2

109

GDS Service Delivery Manager Resume Examples & Samples

Assists in the development of planning and funding documentation (PARs) to ensure adequate funds and approvals
Works closely with internal clients and external vendors to schedule appropriate resources based on project requirements
Produces weekly status reports and project plans as required
Conducts weekly meetings in support of assigned initiatives
Assesses all incoming requests via ServiceNow, defines and creates associated work efforts/tasks as deemed necessary, and owns all overall request status
Industry knowledge of networking technologies and vendor products such as Cisco, Arista, Aruba and/or CheckPoint, and a solid understanding as to how they are implemented within the financial services industry

110

Service Delivery Manager Resume Examples & Samples

Recommend, deliver and support solutions (technology and services) that meet the customer current and future needs through an end to end delivery lifecycle from initial solution roadmap through design and deployment to user adoption and value realisation for the assigned portfolio
Promote the delivery of incremental services identified in the solution roadmap whilst continually looking for new opportunities aligned to the customer’s long term business objectives
Manage the coordination of full delivery lifecycle including implementation and ongoing support in all accounts in the assigned Portfolio, meeting customer requirements profitably and within policy to match customer demand and engagement and/or contract expectations
Leverage the entire account team through the use of the customer stakeholder map to drive a cohesive approach to the management of the accounts
Over five years of experience with managing the delivery of operational and transformation projects incorporating innovative technology solutions that provide high business impact
Excellent documentation skills including formal proposal writing, statement of work definition, project planning and presentations
Strategic and analytical thinker with an eye for detail
Ideally ITIL and project management qualified

111

Service Delivery Manager Resume Examples & Samples

Demonstrated prioritization skills and manage effective communication across multiple programs and business groups while advocating on behalf of the customers, in conjunction with executive members of the Customer Advocacy Review Board. This involves targeted Executive level presentation and negotiation skills
Must demonstrate problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries
Demonstrated ability to observe cross-group redundancies and gaps in consistency, and facilitated resolution, which resulted in well-integrated programs
Anticipates changing conditions and impact to risks and dependencies and takes preventive action
Uses metrics and process methods to influence their Regional team to adopt new processes that lead to improvements across the ecosystem
Sees causal links in complex patterns or ambiguous data and formulates conclusions that solve highly complex business problems for their Regional team
Secures strategic alliances or partnerships to gain widespread support
Understand current business processes & tools which impact our customers & work with the necessary owners internally to resolve any issues, and fix processes
Systematically and simultaneously analyze the implications of customer/partner issues and required solutions across multiple customer service areas on behalf of Microsoft Business Groups, Product Groups, and Partners
Initiate influence across organizational boundaries to deliver customer resolutions while bringing focus and accountability to Microsoft product and services across the company
Identify systemic issues and work with corporate business owners to implement changes that promote and increase positive customer and partner satisfaction
Ensure alignment of GetHelp program strategy and direction with the overall Customer Service (CS) mission. Influence and negotiate across organizational boundaries to bring focus and accountability that will enhance Microsoft’s product and services
Leads efforts to restructure and reengineer processes to align to Microsoft transitions and new business strategies
Bachelor Degree or equivalent experience required
3-5 years of prior people management experience with a strong success in leading a large team through a dynamic and evolving business landscape
5-7 years demonstrated commitment to customer service and satisfaction
2-3 years program/project management experience; PMP certification is a plus

112

Service Delivery Manager Resume Examples & Samples

2 years of project management experience (PMP is a plus)
ITILv3 Foundation is an asset
Experience in game shipment or software cycle shipment
Exposure to middle ware or console development
Bachelor’s degree in Management Information Systems, Computer Information Systems, Computer Science or a related fiel is considered a plus
Ability to understand budget forecasting (hardware, software) and shaping of service packages

113

Corporate Service Delivery Manager Resume Examples & Samples

Interact within GCS across the region, business partners and/or outsourced vendors, to deliver customized solutions to enhance operational efficiency and resolve issues to create competitive advantage and first in class service delivery to our business clients
Facilitate change management and process improvements across Corporate Services
Review country-level contracts with Regional Corporate Services and sourcing teams
Liaise with Regional Corporate Services, Regional Travel and Regional Ecology teams to execute service deliveries of regional / global initiatives
Interface with the country functional leads where necessary to ensure smooth running of the local operations
Provide managerial guidance to the local delivery teams and resolve first level enquiries
Facilitate change management and process improvements across Corporate Services functions
Support the Regional Corporate Services team in formulating and preparing executive summaries and management reports
Provide administrative support to the implementation of projects, global standards or regional initiatives
Support the Regional Physical Records Management (PRM) Manager Formulate and prepare executive summaries and management reports for locally run projects/initiatives

114

Health & Welfare Service Delivery Manager Resume Examples & Samples

At least 7 years experience in each of the following areas: o H&W Benefits Administration o H&W Regulatory and Compliance o Project Management o Change Management o Relational Databases o Transactional SQL o Business Requirements Definition o Business Processes
Senior Business/Technical Analytical Skills
Xerox RKS Database and Configuration Knowledge
MS Excel (advanced)
MS Word (advanced)
SQL (advanced)
Advanced Xerox Systems (RKS Platform) is highly desirable

115

Watson Service Delivery Manager Resume Examples & Samples

Lead key customer planning and management meetings to define Watson solution and key content. Facilitate regular communication among the key stakeholders on status of accounts
Work closely with Watson Development team to facilitate timely improvements to solution
Work with client to execute the business processes and use cases associated with the customer needs for Watson solution in appropriate tools
Work with client and Watson technical teams to achieve goals, objectives and key milestones for solution delivery consistent with IBM strategy for Watson
Provide client with Single Point of Contact for issues that may affect solution and solution delivery
Identify any issues and problems that need immediate focus and resolution
Leverage key resources across IBM to resolve issues quickly
Provide regular status reporting to and with key stakeholders against goals, objectives and milestones

116

Service Delivery Manager Resume Examples & Samples

Collections Management - Independently manage collections and cash applications for assigned portfolio providing support, direction and leadership. Drive improvements in collections portfolio to achieve set overdue and cash targets. Ensure prudent and necessary business decisions to manage risk and facilitate collections. Address customer payment issues and leverage the Business Engagement team to assist
Business Process Excellence - Leverage the WW Credit Services Business Process Outsourcer (BPO) to achieve agreed performance metrics. This requires the individual to partner with the BPO and BPO Manager to ensure execution and delivery of goals
Controls, Compliance & Accounting - Accountability for Control and Compliance for all processes for which assigned: Credit Holds, Rebate Deductions, Credit Term Extensions, Payment Plans, Write-offs, etc
Cross-Boundary Collaboration - Participate in projects and drive engagement with peers in the WW Credit Services organization
Bachelor’s degree, equivalent work experience
A minimum of 5 years of Finance or Credit experience
In depth working knowledge of the Retail market
Excellent leadership, interpersonal and organizational skills. Must be able to communicate effectively, work well in a team environment, negotiate with and influence others, and creatively solve problems
Demonstrated ability to enable the success of others
Must be able to work cross boundaries and influence key decision makers. The candidate must be able to see and maintain the big picture, identifying and evaluating opportunities for cross-group win-win collaboration
Expert knowledge of Collections processes and procedures
Ability to thrive in an environment of working towards ambitious goals and targets and be held accountable
Strong negotiating and influencing skills required

117

Automation Deployment Service Delivery Manager Resume Examples & Samples

Provides oversight and governance supporting multiple global TI teams and coordinate the implementation of newly developed strategies for the enterprise, distributed, network environments and for business relationships, to ensure the organization meets or exceeds the business defined global strategic goals
Applies in-depth understanding of concepts and procedures within the candidate area of responsibility and possesses basic knowledge of other disciplines to assist in the resolution of issues having external impact
Ensures essential procedures are followed and contribute to defining standards, as may be periodically required
Engages with CC partners in solving and working the highest impact, highest profile problems, and projects with significant business impact through in-depth evaluation of complex business processes, system processes and industry standards; performs root cause analysis
Provides management proactive communications to ensure situational awareness of significant planned and/or unplanned service disruptions
Provide metrics outlining the volume of activity for the region (global versus regional), the success/failure rates, major incidents incurred, customer impact, Global IVR and client service availability
Bilingual is preferred but not mandatory
Provide oversight and governance in support of regional strategic and planning initiatives
Strong written and confident verbal communication skills
Confident verbal presentation skills
Effective knowledge of Risk and Control Self-Assessment practices and policies
Understanding of Citi’s global Incident Management practices and procedures
Understand Command Center Operations functions
Strong PC skills including Microsoft Office products
Knowledge of ServiceNow to include the ability to open, transfer, resolve and close Incident Records (IR)
Technical proficiency at understanding computing concepts and Information Management
5-7+ years of operational and technical experience working in Information Services within large scale Information Services teams comprising of technical and operational staff, supporting 7x24 business requirements
Bachelor of Science (BS) degree or equivalent

118

Service Delivery Manager Resume Examples & Samples

Primary Degree (2.1) or above, from a leading university
Qualified Accountant - ACA, CIMA or ACCA
Currently working in either: Big 4 Accountancy firm, Management Consultancy or Blue Chip Organization - with an appropriate financial & performance management background

119

Service Delivery Manager Resume Examples & Samples

Good working knowledge of API / SDK programming related to Product / application architecture ( Genesys , nice , Voice XML, business objects etc.,) . Good understanding of telecom business vertical and good exposure to SOA and Team SD architecture norms . Good working knowledge of various IVR / Dialer /ACD/CTI applications and other Contact center technologies
Thorough knowledge & understanding on convergence, data architecture, back-end system integrations like MQ, Websphere, GW interfaces, CRM integrations, collaborative applications and integrations, interface programming. Excellent knowledge on PL/SQL,VXML, JAVA, .net. Very good understanding on various business process flow for telecom, Contact center and enterprise verticals
Accountable for supporting service delivery for Telcos & Contact center environment (inbound, outbound & blended) along with an in depth knowledge and working experience on Avaya, Cisco, Nortel, Genesys product line and solutions. Good understanding and exposure of telecom and enterprise verticals along with routing, networking, IVR, VOIP solutions
Working for project rollouts or new initiatives/major changes in the system. Understanding the requirement, system feasibility check, use of system features

120

Service Delivery Manager Resume Examples & Samples

Must be a Health and Welfare Domain Expert responsible for client-specific subject matter
The candidate will serve as the Client Health Plan subject matter expert, and must be proficient in all client plan rules and administrative practices for service delivery
Create, Update, and Maintain inventory of functional client documentation

121

Service Delivery Manager Resume Examples & Samples

Knowledge in Service Management based on ITIL
Basic knowledge in Client's business, environments, operations and tools
Basic knowledge in Change, Incident, Problem and MI Management processes and tools
Knowledge in Service Management and Account Management
At least 5 years Business experience, and at least 3 years in IT Services experience
Readiness to shift work
Change, incident, problem management
Measurement, reporting and analysis
Excellent interpersonal and communication skills, both written and oral

122

Lldma Service Delivery Manager Resume Examples & Samples

Service Delivery Manager for the low latency DMA business
Define specifications of the low latency equity trading infrastructure
Work closely with business stakeholders for the vendor selection framework
Oversee the build out of hosting and trading infrastructure for low latency DMA at Citi or colo sites
Work with infrastructure teams to drive standards and deliverables needed for the design
Manage 3rd party vendor services for building and maintaining the colo infrastructure
Ensure the appropriate service layer is in place to manage and monitor latency and capacity
Work with dev teams to balance the design of the low latency infrastructure with the applications developed for them
Minimum 10 years in financial services, deploying hosting low latency platforms for trading applications
Intricate knowledge of Market Data and Exchange Connectivity
Experience of building low latency network solutions, involving colocation with major market centres
Experience of building leading edge, globally scalable monitoring solutions to track and optimize network and hosting performance
Strong understanding of the Equity cash product
Proven ability to own and drive programs of work consisting multiple full life-cycle projects
Proven ability to deliver scalable, performant and robust Service/Function/API based architectures
Familiarity with Infiniband, iWARP, and RoCE in conjunction with low latency packet transfers
Familiarity with Cisco low latency network solutions and Corvil monitoring implementations
Strong communication and presentations skills
Excellent influencing and negotiation skills
Proven execution skills with a complex environment

123

Service Delivery Manager Resume Examples & Samples

Play a supportive role in long-term planning, including an initiative targeted toward operational excellence and implement process improvements
Manage various sub-contractors, while coordinating and communicating between support and program management staff
Coordinate with various sub-contractors and project management staff on service procedures, policies and standards with monitoring implementation
Work with various groups within Xerox and project management staff to coordinate best business practices
Manage and increase effectiveness and efficiency of the mail house processing and propose solutions to reduce cost while improving efficiency
Prior experience in call center or related experience needed
Experience with Key Performance Indicators (KPI’s) and reporting in service environment
Excellent communication, interpersonal, and leadership skills
Excellent problem solving and analysis skills, with ability to effectively identify and resolve problems
Requires 4 year degree and 2 years supervisory experience
Experience supporting, planning, and implementation/integration of large scale projects within customer service industry
Experience ensuring quality assurance standards are being exceeded within area of responsibility
Experience developing, interpreting and reporting to project managers on all responsible performance levels
Six Sigma certificate desired

124

Technical Service Delivery Manager, VP Resume Examples & Samples

Consistent demonstration of being an end-to-end solutions provider with the primary focus of service delivery planning & execution needs for integrated application platforms
Manage service delivery governance to support core application development teams in their efforts to progress technology deliverables through the SDLC lifecycle; with the initial focus on middleware web services related platforms
Manage environment support functions for application platforms across pre-production environments; with the initial focus on middleware web services related platforms
Establish and manage application health checks in the pre-production environments to ensure efficient progress through the SDLC cycles for technology deliverables; including development of automated solutions (ie. via scripting, using toolsets, etc) to minimize manual intensive tasks
Manage test oversight for application enhancements, including being a key driver for issues resolution management
Partner across core application development as well as core infrastructure support teams to balance the scope of technology deliverables across infrastructure and application delivery
Working with multiple dependent teams and influencing peers at all levels of the organization without direct managerial responsibility
At least 5 years of strong service delivery and/or release governance skills within the distributed applications space
At least 5 years of technical/development experience with relevant technologies such as JavaScripting, Java/J2EE, Jquery, JSON, XML, PHP, Perl/shell scripting, Python, Web Development, Web Services, and database technologies
At least 5 years of technical administration and configuration management analysis experience with relevant technologies such as IBM WebSphere Application Server, administration of code deployment/management with familiarity of toolsets/practices such as Subversion, Jenkins, general application-specific configuration management and usage of toolsets such as SOAP UI to manage test health checks
Strong technology risk management and impact analysis practices, and with a focus to “connect-the-dots” with cross-impact analysis needs across multiple components of enterprise-level application platforms
Strong SDLC experience at both, technical and governance levels
Strong application environment setup/troubleshooting experience (technical as well as governance levels); Strong analytical/problem solving skills
Proficient in application, data, and infrastructure architecture disciplines. Strong general technology background in the distributed applications space (i.e. core server infrastructure, databases, middleware web services, etc.)
Strong communications skills at all levels of a technology organization, including ability to manage and coordinate with a variety of cross-functional team members (i.e. project managers, application developers, infrastructure support teams, QA resources, etc.)

125

Service Delivery Manager Belgium Resume Examples & Samples

Relationship management of all key clients in a challenging environment, including management information development, account strategy/planning and opportunity development
In depth understanding of MPS services including technical knowhow and Best Practice approach to delivery
Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual service team, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
Proven client relationship management in a private or public sector and be confident in dealing with senior stakeholders
Achieving productivity improvements
Experience in management of a P & L
Fluency in English, French and Dutch is a must

126

Service Delivery Manager Resume Examples & Samples

Deliverables with customers IT requirement to meet business goals and proactive delivery of mission critical services related to environment, system hardware health and Operating System patching, firmware upgrades. Improve/maintain Customer satisfaction. Conduct quarterly review to understand the IT requirement and satisfaction levels
Delivery of proactive & reactive support for part replacements in enterprise hardware and proactive delivery, implementation of monitoring tools like ISEE with critical support
Provide Support and manage Novel 4.0 Support with disk less nodes. Support for DTP Operations and implementation of assembled hardware and procurement
Role ( Job Role )

127

Service Delivery Manager Resume Examples & Samples

Minimum of 5 years in IT with specific experience leading, measuring, and improving the delivery of technical support provided by a third party / outsourced partner
Project management capability
The ability to work with Suppliers to ensure effective operations and agreed upon service levels
Prior experience with retail and ecommerce systems highly preferred

128

WAN Service Delivery Manager Resume Examples & Samples

Manage procurement and delivery coordination of data, voice services and the associated network equipment including; routers, firewalls and WAN acceleration equipment
Manage global delivery and asset management and documentation for proper chargeback and support
Manage the supplier providing 7X24 Network Operations Center services and installation coordination in support of the global UTC wide area network
The position will also require comprehensive understanding of telecommunications contracts, and maintenance coordination for all equipment and services
The candidate will be an integral part of the global telecommunication contracting process including creation and analysis of supplier proposals and comprehensive tracking of saving initiatives working closely with UTC Supply management and the Smartchoice initiatives
Manage and coordinate network integration and disentanglement involved with Acquisitions and Divestiture ensuring compliance with transition agreements,
Lead Supplier Gold initiatives with Key telecom providers to promote service delivery excellence using ACE methodologies. Be an active leader of ACE throughout the Corporate IT department. Including value stream mapping of all key processes, maintain standard work, streamline operational processes using lean strategies and bench mark services achieving best in class metrics for availability

129

Service Delivery Manager Resume Examples & Samples

A tenacious problem solver who will own issues until full resolution
Strong organisational, time management and prioritization skills
Previous experience required in a Service Delivery / Account Management role
Previous experience required in the IT industry or holds a good understanding of Internet Technologies
Foundation level understanding of Project Management
Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable
Due to 24x7x365 operation, must be willing to be available for occasional out of hours work

130

Msip Service Delivery Manager Resume Examples & Samples

Bachelor degree in degree within / Telecommunication Engineering / Computer Science / Computer Engineering, MCA etc
Have 6 to 8 years of experience in a mobile network environment. With minimum 3 Years of experience in Ericsson Charging System
Result Oriented
Leadership Qualities
Flexible and responsive to changing work patterns and demands
A thorough and methodical approach to work
Developed skills in Interpersonal communication
Developed skills in knowledge sharing by actively contributing
Knowledge, experiences and skills to create a learning culture
·Fluent in written and oral English and knowledge of local regional language
LI-NC1

131

Service Delivery Manager Resume Examples & Samples

Interacting with customers and internal support teams as well as manage all aspects of Change, Incident, Problem Management, Staffing and budgeting
Day-to- day management and coordination of the Linux/Unix teams including production systems, resource management, and project assignments
Exceed expected quality of service on maintenance & deployment of upgrades, enhancements and modifications to systems
Promote and implement standards and procedures
Identify development needs and collaborates with individuals to create individual development plans
Mentor and complete performance reviews for direct reports, on a continuous basis
Report on systems metrics, root cause analysis and proactive monitoring to senior management
Manage Daily Operations and seek opportunities around efficiencies
Set priorities for the team to ensure task completion; coordinates work activities with peer managers to meet deadlines and objectives
Develop processes and procedures to implement functional strategies
Has in-depth expertise in UNIX Systems administration and knowledge of the related disciplines
Applies expertise and experience in UNIX administration to improve processes and provide guidance to employees in that area
Tools Used: BMC Remedy / Service Now

132

Service Delivery Manager New Set up Resume Examples & Samples

Leading and managing a team of 100-150 associates in technology vertical, digital advertising / marketing
Making independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas
Responsible for medium-term planning, objective setting and development of new procedures
Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios
Accountable for operational direction of complex or large function or project Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
Initiates and promotes continuous improvement programs across sphere of influence
BA/BS degree in a technical or business related field or equivalent practical experience
Fluency in English and fluency in additional EU language would be a strong advantage

133

Service Delivery Manager Resume Examples & Samples

Coordinate technology project efforts across NBCUNI Broadcast Technology group
Identify opportunities for consistent technology platforms
Connect patterns of emerging needs/technologies across group
Awareness and communication of division/corporate initiatives
Project manage multi-business technology initiatives
Large scale project management of facility upgrades or rebuilds
Group-wide operational coordination for major events (planned and unplanned)
Facilitate communication across the businesses leadership and technology teams
Lead technology design efforts across the group
Gathering and analyzing data to identify trends and for potential improvements
Work with NBCUNI business on
Cross-divisional technology & operations initiatives
Share best-practices across all business units
Major new technology roll-outs
B.S. degree in Computer Science/Electronics/Engineering or related field strongly preferred
Minimum 5 years experience leading complex project builds with proven performance to achieve on-time completion of projects
Prior experience working in a broadcast centric environment
PMP Certified or equivalent experience
Solid documentation experience with Visio, Word, Excel, MS Project or related application
Willingness to travel and work overtime, and on weekends with short notice
Expertise working on a team with motivated cross-functional individuals focused on a common goal of delivering cutting edge solutions to meet aggressive business demands in an ever changing environment to achieve on-time and on budget completion of projects
Ambitious and goal oriented, with initiative to work until job is complete

134

Service Delivery Manager Resume Examples & Samples

Maximises same account growth opportunities
Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
The ability to deliver a service that meets SLA and delights the customer
A track record of developing strong relationships and
Experience of transforming and growing the business

135

Service Delivery Manager Resume Examples & Samples

Responsible for delivering commitments made in SOW, SLA, and contract on time, on budget and to Customer's expectations
Designing of complete network architecture includes freezing of solution, Bill of Material (BOM) and Network Design for various customers, which includes solution like WAN/LAN, Wireless Networks, Network Security, etc
To prepare & deliver presentations on the designed solution specifically focusing on design aspects, total cost of ownership, ROI & benefits
Giving inputs and support to the installation team for installation of hardware including routers, switches, wireless, firewall, VPN including but not limited to the complex configuration preparations for Multi-VRFs for MPLS, VPNs, OSPF & BGP
Technical proficiency in different key areas like Data, Secure Networks – VPN, WAN, LAN, and Intranets
Study of customer requirement and their communication network, providing solution and associated design documents based on customer request
Managing recruitment, training and selection of network personnel as well as organizing, planning, and staffing operations
Identifying the team’s training & development needs and organizing staff and franchisee training, development & awareness programs
Part of critical situation handling team to assist Network Operation Center (NOC) personnel in troubleshooting network problems, network capacity optimization including routing optimization, routing convergence, traffic planning etc
Assist with project management responsibilities including design and execution of projects both Internal & External, Client Co-ordination for successfully transitioning new projects, both on-site and off-shore
Take active part in Security Audits (External/Internal) and ensure the positive closure of all gaps within timelines
Managing Security & Compliance related to Networking platform and ensuring the adherence to various Security Standards

136

Service Delivery Manager Level Resume Examples & Samples

Client relationship management with confidence in dealing with senior stakeholders/(KPI: Presentation skills & client feedback)
Excellent Communications skills across all levels from senior executives to operational staff, building relationships with all key business owners/representatives /(KPI: Strong relationship management, communication skills at all levels and diplomacy is evident in handling issues)
Delivering service that meets SLA and delights the customer /(KPI: SLA achieved & high customer satisfaction)
Leadership and focussed people management establishing a culture of proactivity and quality service delivery /(KPI: People leadership/management skills, people development and change management)
Managing financial performance and productivity improvements /(KPI: Value for customer, enhanced margin and P&L performance v Plan)
Transforming and growing the business /(KPI: Further profitable service revenue)
A representative of the Xerox brand and portfolio to both internal and external customers/(KPI: Demonstrates breadth of knowledge and understanding of the sector knowhow, the Xerox brand and portfolio of services)
Portfolio knowhow across Document Services and Managed Print Services /(KPI: Demonstrable knowledge of services and experience in working in this environment)
Owning the Quarterly Business Review programme for the accounts working jointly with Sales and supporting the Account Business Plan
In depth understanding of the Financial & Professional Services sector, used to working with clients in this area - including legal clients ideally
D emonstrates a breadth and depth of operational service delivery management expertise, preferably within Document Management services

137

Service Delivery Manager Resume Examples & Samples

Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas
Responsible for medium-term planning, objective setting and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
Provides and implements business-focused solutions within time/cost constraints
Leads and manages a team of 100-150 associates in technology vertical, digital advertising / marketing domain in their respective domestic market
8-10 years of experience managing complex, multi-group, multi-disciplinary projects
Ability to define projects, execute within timelines and with multiple stakeholders, and deliver projects on time and to budget
Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment

138

Technical Service Delivery Manager Resume Examples & Samples

Commercial and business acumen
Industry qualification in Networking Technologies such as CCNA or above desirable / relative industry experience
Industry qualification in Operating Systems (Windows or Linux) such as RHCE, MCSE or similar / relative industry experience
Previous experience required in a Service Delivery / Account Management role / System Administration

139

Service Delivery Manager Resume Examples & Samples

Bachelor’s Degree in Information Systems, Information Technology (IT), Computer Science or Engineering
5 - 8 years related infrastructure experience at the regional/country level
Demonstrated ability to understand business processes and identify/leverage Information Technology as a competitive advantage
ITIL certified
Proven leadership through talent development and business results
Strong working knowledge of Windows 7, Windows Server 20XX and Mac OS X Operating Systems
Strong working knowledge with Asset Management Systems and IT Service Management Systems (i.e., SCCM, Absolute Manage, Service Now, etc.)
Strong networking knowledge. CCNA or equivalent experience would be a plus

140

Service Delivery Manager Resume Examples & Samples

Attend and participate in problem resolution during High and Critical Incident bridges for Cloud environments
Engage appropriate steady state resources to resolve all levels of incidents
Lead Gen0 and Gen1 steady state teams in identifying sources of failed provision attempts
Manage VCE vendor
Work without assistance to resolve identified design issues in the Gen0, Gen1 and Gen2 cloud environments
Write and review contract updates related to the cloud environments
Identify support and system requirements necessary for the implementation of the ICO provisioning tool

141

Service Delivery Manager Resume Examples & Samples

Responsible for ensuring that all Contract terms are met and ensure first line understand Contract T’s & C’s
Own relationship with IBG & Client contact
Deliver PCR impacts and identify/pursue upsell opportunities
Accountable for delivery of PCR’s (where no PM required)
Responsible for financial reporting, including forecasting, accruals and justification of variances
Identify and drive cost reduction, pro-actively seek/support sharing of resources in order to reduce costs
Scope and provide operational effort and costs for new business
Accountable for delivering to and reporting against SLA’s & KPI’s, including completion of SLA tracker
Responsible for ensuring that the service delivery model is in place for your contracts and is maintained as per governance process
Responsible for obtaining and reporting against completed regular customer satisfaction surveys
Accountable for delivery of contracts to quality requirements/procedures, including those requirements driven by Security/Quality Mgr
Responsible for performance management of your own team, maximise potential within team by identifying training needs, mentoring and developing employees
Drive internal and external suppliers to ensure service delivered in accordance with customer requirements and ITIL principles, to include: Service requests, Incident Management, Problem Management, Event Management, Escalation Management, Capacity Management, Security Management
Accountable for ensuring Business Continuity and DR plans are executed as per Contract
Responsible for reporting of MI (both internal and client facing)
Responsible for driving regular review meetings with Client, attending client sites where required
Responsible for risk and issue management
Responsible for analysis of Contract’s performance/trends and implements innovative improvements to enable continuous service improvement
Collaboration with peers, sharing best practices
Enable knowledge sharing across the organisation, supporting shared resource pools
Lead regular cascades of business performance and key communications to your immediate teams
Accountable for submission of invoicing
Responsible for raising supplier orders and working with global procurement teams to manage costs
Accountable for management of resources in line with volume fluctuations, business case and cost constraints

142

Service Delivery Manager Resume Examples & Samples

Proactively manage the IHM incident management process, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders
Understand and appreciate the impact of incidents on OLA & SLA targets, allowing prioritization and direction as needed
Work-closely with Outsource Providers and Technology teams, Problem & Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes
Report and review incidents with Senior IT Leadership and Outsource Providers as needed
Schedule and attend weekly meetings with IHM Managers to ensure continuous improvement and adherence to IT Service Delivery standards and policies
Managed IHM Service Catalog OLA, SLAs and KPIs
Attend client service review meetings; areas covered will include SLA performance reports, critical outage events, service improvement register, quality, and process improvements
Provide Service Delivery reports to an agreed schedule (or on request), including management and account performance reports to IT Management
Attend Customer service review meetings; areas covered will include SLA performance reports, critical outage events, service improvement register, quality, and process improvements
Ensure team members are educated and trained on IT Service Delivery processes and methodologies
Ability to develop and maintain standards across the Problem Management capability
Proven technical experience in an Enterprise environment, at least 5 years management level
Proven track record in Incident Management in an Enterprise environment
Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones
Detail and process-orientated and strong customer service skills
Demonstrates thinking consistent with the global nature of the role
Inspires outstanding performance in difficult circumstances

143

Service Delivery Manager Resume Examples & Samples

Champion Service and Support in project and platform meetings – developing a strong understanding of project backlog impacting your service area and ensuring service impact is minimised and agreed with the business
Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed in collaboration with Service Support Manager
Define SLA’s and ensure the SLA’s are achieved; service quality and internal customer expectations are met or exceeded
Drive agreement on business KPI’s and quality attributes for services in your area of responsibility, ensuring appropriate NFR’s and KPI’s are understood within project workstreams
Work with Senior Manager – Technical Services & Projects to ensure adequate disaster recovery and business continuity plans & procedures are in place and regularly tested
Make recommendations for Service Improvement Plans and lead Service Design & Implementation
Build and maintain relationshipswith the key business stakeholders, reviewing Service Delivery reports to an agreed schedule or upon request
Manage operational costs and contractual negotiations for renewals on all third party contracts for support and maintenance of associated enterprise systems
Proven record of supporting complex mission critical Applications / Databases in busy environments
Strong knowledge of ITIL disciplines
Experience of managing 3rd parties and 3rd party delivered services
Experience in Service Implementation & Design
Strong Leadership qualities

144

Cyber Vulnerability Management Service Delivery Manager Resume Examples & Samples

Drives and coordinates timely remediation of security vulnerabilities across Line of Business functions
Works with LOB representatives to ensure remediation efforts adhere to corporate policies
Coordinates remediation of specific high visibility, critical vulnerabilities as detailed by the Service Delivery Lead
Minimum 5 years information technology and /or cyber security experience in a large corporate
Experience within the Vulnerability Management/Risk Management arena
Good understanding of technology concepts across Windows, UNIX, Database (Oracle, MS SQL, Sybase) and Web
Good understanding of security / vulnerability scanning tools (eg. Qualys, Symantec ESM)
Excellent communication skills (verbal and written)
Able to take the initiative, work under pressure to deadlines, able to juggle multiple priorities
Good understanding of technology concepts
Familiarity with good security practices and implementation of these concepts across complex environments
Ability to assimilate technical data, work with large datasets and translate into layman terms
Ability to work well under pressure and juggle multiple priorities
Strong attention to detail and data accuracy when undertaking data analysis
Self-motivated and operates with a high sense of urgency and a high level of integrity
Ability to work in a persuasive manner with diverse personnel at all levels of the organization
Current Certified Information Systems Security Professional (CISSP) or GIAC Security Essentials (GSEC) certification
Experience managing physical and/or virtual security programs on a broad scale

145

Service Delivery Manager Resume Examples & Samples

A passion and strength for building robust relationships with a range of stakeholders
A good understanding of Service Delivery best practices (including ITIL)
An innovative and creative approach to problem solving
The ability to motivate and galvanise disparate teams to deliver against customer requirements
Deliver industry leading Service Delivery supported by the Rackspace Fanatical Delivery Model
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers
Acts as a customer advocate to ensure that Rackspace delivers to its Fanatical Support™ promise
Drive customer retention by building long term partnerships
Financial accountability through the negotiation and management of service credits and contract renewals
Confidently liaises between departments to resolve customer issues and queries
Build strong working relationships with key members of the account and support teams (Business Development Consultant, Lead Engineer, Technical Support teams)
Take ownership of key customer communications including service impacting technical announcements
Continue to develop your knowledge and understanding of Racksapce, and Industry, products and services

146

Global Log Review Service Delivery Manager Resume Examples & Samples

Bachelors degree in business, marketing, engineering, science
Minimum eight years log review and compliance experience
Experience in product development, strategic planning, and implementation preferred
Advanced spreadsheet and numerical analysis skills: business cases, margin and cash flow analysis
Ability to write and deliver training courses and materials
Ability to exercise tact and good interpersonal skills
Group facilitation skills
Ability to be pro-active with a sense of urgency
Ability to read, understand and communicate technical documentation; and
Be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing

147

SAP Service Delivery Manager Resume Examples & Samples

The Functional Support Lead will work closely with the Service Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests
One of the most fundamental areas of the Mercury solution is Service Delivery Finance (FIN) which includes New General Ledger, Time&Expence, Travel management, Fiori, Engagement Management, Engagement Economics and Billing. Based on this scope, the FIN Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP
SAP FICO (Finance and Controlling)
SAP CO Result Analysis
SAP IHC (Inhouse cash)
SAP FSCM
SAP BCM
SAP BPC
SAP Integration/interface – Sharepoint, Fiori
SAP TV&TE (Travel Management, Time CATS)

148

Service Delivery Manager Resume Examples & Samples

English fluency both verbal and writing is essential
Strong communication, presentation, project management and Service Delivery processes
Previous Mediaroom technical experience or in depth experience in Windows Server architecture and IPTV preferable
Works effectively in situations involving uncertainty, change, or lack of information
Self-starter with ability and ambition to work remotely, onsite with a specific customer for extended or dedicated periods of time
Ability to work across groups by setting mutual goals, ensuring clarity of roles, and working together in ways which enhance business effectiveness
Minimum Requirements for the job Service Delivery Management is 2 years of experience of Service Delivery

149

Service Delivery Manager Mobile Financial System Resume Examples & Samples

Secure customer contract fulfillment
Planning and Organizing Skills
Delivering Results & Meeting Customer Expectations
Minimum Qualifications & Experience Requirements
2-3 years experience in a customer facing role
Proven capability in escalation handling
C-Level customer interaction experience
Self-motivated and works well under pressure
Working/availability during odd and long hours
5 years experience in a customer facing role
Knowledge of Mobile Financial Systems
Handling of external Vendors
Familiar with Ericsson processes

150

Hcra-service Delivery Manager Resume Examples & Samples

Drive migrations, process streamlining, and consolidation of HR reporting activities and processes for the Business Unit ensuring thorough considerations and stakeholder buy-in, working with various stakeholders from the sending team, service center management, project management office, etc
Ensure all processes and procedures are documented using the required project templates and standards, with required reviews by the Customer, Risk and Compliance, Operations being completed
Ensure adherence to information security guidelines
Post Grads Degree or equivalent
7 to 8+ years of experience in extensive project management
5+ years of experience and very strong knowledge of leading re-engineering and change within an organization across multiple countries
5+ years of experience in an HR Reporting or Management Reporting role, including demonstrated experience of managing senior business partner relationship
Proficient in MS Excel, Access and Business Objects

151

Service Delivery Manager / Incident Manager Resume Examples & Samples

French - Fluent
German - good to have
Incident Management,
Problem Management,
Crisis Service & Emergency fixes
INPV service request,
Preventive and corrective maintenance,
Release management,
Environment management (Dev and Prod)

152

Service Delivery Manager Resume Examples & Samples

Management of internal and external customers
Service delivery management in a high demand environment
Inspirational people manager to develop and grow Team Leaders and their supporting teams
Productivity and customer satisfaction improvement focussed
Quality conscious and able to demonstrate tight day to day business control
Experience of outsourcing bids from pre-sales through to successful contract implementation
Customer service desk management – 1st / 2nd line service desk experience
Confident project management delivery
Business / process transformation
Self-motivated / innovative leader with a positive can do attitude

153

Senior Global Service Delivery Manager Resume Examples & Samples

Manage the Vendor’s local operational performance - monitor performance against Service Level Agreements and work with the vendor to address any local performance issues
Manage the day to day relationship between Microsoft and our outsourced vendors for specified lines of business
Liaise with Global Service Delivery and Vendor Account Management teams on relevant planning or vendor contract management topics
Planning and management of local month end / quarter end processes to ensure agreements, orders or key business processes are executed excellently as part of the Global operational plan
Provide guidance, feedback, and leadership to drive the Vendor to achieve continuous improvement on all operational, quality, and satisfaction metrics
Change Management - oversee vendor readiness to support new program launches, changes to business rules, processes and tools
Ensure SOPs are in place and executed consistent with global processes and best practices
Project manage implementation of new processes to production stage at vendors
A minimum of 7 years of accumulated outsourcing management experience in an offshore environment supporting a global delivery business - must have both contract management and service delivery related experience
Proficient in the use of Microsoft Office (PowerPoint, Word, Excel, Visio, Project) products

154

SAP Service Delivery Manager SDA Resume Examples & Samples

Take accountability for the delivered Mercury solution and deliver services, in line with defined service targets, to the Mercury user community
Act as the single point of contact for vendors delivering support services across the integrated Mercury application landscape
Manage the delivery of MSSC services to the Mercury user community from a functional perspective
Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload
Manage stakeholders across the IT Services landscape regarding the the operational support of the Mercury solution, with a particular focus on technical integration, including interfaces between impacted and / or dependent applications
Work closely with the Mercury program functional teams regarding the viability of business requirements and the potential impact upon the global template
Determine when it is appropriate to escalate and use judgment and experience and to determine the most effective course of action
Mentors and counsels staff members
One of the most fundamental areas of the Mercury solution is Service Delivery Administration (SDA) which includes Engagement Management, Pricing, Engagement Economics and Billing. Based on this scope, the SDA Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP
SAP SD (Sales and Distribution) incl. Pricing and Billing and
SAP CPM (Commercial Project Management) and / or
SAP PLM (Portfolio Lifecycle Management), SAP PPM (Portfolio and Project Management) or specific experience across, Project Systems (PS), Bill of Materials (LO-MD-BOM), Material Master (LO-MD-MM), Variant Configuration (LO-VC)
Experience of SAP Multi-Resource Scheduling would also be a significant advantage
Commercially astute with strong negotiation and management skills to deliver supplier performance
Ability to communicate effectively across a complex and diverse group of stakeholders
Minimum of 10 years’ SAP experience from both an implementation and support perspective
Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers
Significant awareness of the future direction for SAP in the relevant functional area

155

Service Delivery Manager Resume Examples & Samples

This is an opportunity for you to come in and own the Service Delivery on a Dynamics AX global rollout programme
Reporting into Programme Director
Working for one of the largest and most innovative media & digital firms globally
Managing the overall function that's carrying out the ERP platform delivery
Managing the IT / Functional Service Delivery teams
Responsible for Dynamics and other applications as well as Infrastructure support interfaces (server/ data bases etc)
Vendor Management and defining SLAs
Implement ITIL processes
Owning a Service Delivery function where you have reshaped, influenced and implemented processes resulting in a successful Service Delivery environment
Worked on SAP / Oracle or ERP implementation in large or Bluechip organisation (10,000+ users)
Implemented ITIL processes
Vendor Management experience
Experience managing large/ complex ERP systems

156

Service Delivery Manager Resume Examples & Samples

Management of key staff responsible for Service Desk and Projects and Installations
Be responsible for career development and appraisals
Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded)
Service transition for customers as services are added or removed
Implement a functional PMO approach to manage project risk
Develop and implement a project accounting approach to identify project profitability
Ensure the company tools and information systems are utilized correctly and relevant information is provided
Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations
To build services relationships with clients
Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes
To develop and facilitate workshops and training courses
Manage departmental budget
To ensure quality of services
To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
To plan and schedule resource to the requirements of the business
Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
Work as a team member within the organisation to provide a resilient service to our customers
Track record in management of teams and personnel
Have worked in a multi customer environment
Demonstrable track record in delivering technological environments. Highly analytical in problem solving with the ability to apply original and innovative thinking
Display and apply knowledge of technologies including: Microsoft, Infrastructure Networks, thin client technologies, server virtualisation and an awareness and understanding of additional software programmes and technologies relevant to technical infrastructure environments
Minimum of 5 years’ experience in the field
Thorough knowledge of managing teams and personnel
Knowledge of installing, configuring and administrating Microsoft desktop and Server operating systems
A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
To work under pressure and think clearly in challenging situations in a logical manner
To be flexible in approach and be comfortable with a fluid organisational structure that requires both team work and self sufficiency as necessary, with the ability to work under minimal supervision

157

Service Delivery Manager Resume Examples & Samples

Support the organization on delivering the Service Strategy and vision
To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools
Investigate and report all breaches of OLA’s and Service Management Processes and manage the proposal and implementation of solutions to prevent future occurrences
Ensure relevant reporting to support Service level monitoring is in place Relationships
Form strong relationships with the Account team building an understanding of Customer Requirements and business drivers
ITIL V3 Foundation Certified
Analytical and Problem Solving skills
Strong interpersonal, communication and presentation skills
BS in Computer Science, Information Technology, or related field or equivalent experience preferred Minimum Work Experience
Experience in a Service Delivery function, including solid experience of dealing with Customers, and internal teams, typically gained over 3-5 years

158

Service Delivery Manager Resume Examples & Samples

Strong customer support skills. Demonstrated ability to communicate constraints, timelines, budgets, etc. under pressure and with urgency
Ability to independently lead enterprise efforts across multiple teams. This implies the patience and communication skills needed to coordinate the many constituencies needed to deliver the expected business outcomes
Experience with compute, database, storage, interfaces, and network topology
Demonstrated passion for technology at all levels from consumer to service provider

159

Service Delivery Manager Resume Examples & Samples

Operational governance is fully adhered to
All work is correctly prioritized
Capture of robust business requirements for essential mandatory change
Management and reporting on CRES operational assurance issues, risks, new demand and service performance
Independent reporting for Senior management is provided regularly and on time
Work with IT to ensure appropriate service levels and operational stability is sustained. Line and virtual management responsibilities
Own responsibility for capture, prioritization and management of operational risks and issues pertaining to IT Services consumed by the CRES business
Maintain detailed governance and oversight of IT Service status, application composition, business owners and IT Service levels providing independent assessments on risks, issues CRES Senior management
Be an advocate of the overall change programme and the methodologies and tools developed within the CRES organization
LI-MK1*
5+ years of working experience preferably in investment bank/corporate environment
Solid technical understanding of IT service management
Solid project management experience is desirable
Track record of line management (with global experience)
Solid interpersonal (written and verbal) skills and the ability to interact with staff at various levels within the Bank. Strong "client-centric" skills a must
Solid organizational, administrative, problem solving, and analytical skills with high attention to detail with solid end-to-end follow up with clients/businesses
Flexibility and experience in managing multiple, high priority tasks and adjust to shifting priorities while meeting deadlines
Solid experience in the development and presentation of materials up to and including MC-level
Solid ability to assimilate large amounts of information quickly and help contribute to successful, pragmatic plans and solutions
Structured, methodical approach with an ability to apply standards/process consistently
Ability to communicate at all levels of the organisation

160

Service Delivery Manager Resume Examples & Samples

Oversee the development of the Hadoop and Greenplum environment with a view to the following
5+ years of experience in the areas of reporting with the ability to provide both detailed and overview assessments of status
Business Analysis/Management Skills
Good communication skills with both other team members and groups throughout GTI
Organizational Development skills
Experience with reporting tools such as Microsoft Excel and Project
Working knowledge of the Hadoop and Greenplum technologies
Working knowledge of the Intel server environment
Network and data center knowledge

161

Service Delivery Manager, It-japan Resume Examples & Samples

Lead the Service desk team in Japan office
Provide technical guidance to service desk team
Excellent customer service and motivation skills
Self-motivated, excellent communications and interpersonal skills
Excellent problem solving and analysis skills
Able to handle multiple tasks and work collaboratively with multiple IT teams and vendors
Strong communication / relationship skills, particularly in a multi-cultural environment
Fluent in spoken and written English, Japanese
Certificate or diploma from educational entity focusing on computing study ｃor related subject
Familiar with Microsoft client platforms
Minimum 4 years of experience in end user support and Service Desk operations
Good communication skill in oral and written English and Japanese

162

Service Delivery Manager Resume Examples & Samples

Education typically acquired via Bachelor’s degree or appropriate combination of education and significant experiences
Typically requires a minimum of 8 years of related experience and/or 5 years of management and area-specific experience in addition to post-secondary coursework
Proven track record in leading Service Management and/or support organizations spanning all geographies and time zones
Excellent interpersonal and customer orientation skills demonstrated in a customer focused global organization role
Experience of Statistical Analysis and Total Quality Management (TQM) Processes
Knowledgeable in current IT landscape and practices
Strong interpersonal skills with proven commercial negotiation and influencing skills
The resilience and stamina to sustain high performance standards under pressure
Understanding business strategies and aligning services to those business strategies
Understanding and communicating service offerings and strategies and helping business stakeholders understand how
And when to leverage which offerings
Achieving and maintaining customer satisfaction
Planning, resourcing and reporting (to the business divisions)
Coordinating the provision of commitments to the business divisions regarding programs, projects and enhancements
Representing the business as a source of demand and working to ensure an appropriate level of investment is made in maintaining and continuously improving the technology estate and technology management tools/capabilities
Developing and maintaining the governance framework across the business
Working with the business to develop and maintain the performance scorecard and targets so that it reflects their priorities and drives the appropriate behaviors

163

Service Delivery Manager Lead Resume Examples & Samples

Oversight and management of offshore team for managing contingent worker population outside Switzerland
Maintain detailed governance and oversight of IT Service status, application composition, business owners and IT Service levels providing independent assessments on risks, issues Senior CRES management
Be an advocate of the overall change programme and the methodologies and tools developed within the CRES organisation
Solid leadership and management working as part of a developing programme team
Ability to demonstrate management through change, both organisationally and technically
Must be able to respond to multiple requests for support and prioritise accordingly
Experience in Corporate Real Estate groups and/or on Corporate Real Estate programmes a significant advantage

164

Technical Service Delivery Manager Resume Examples & Samples

Produce environment metrics reports (working with vendors, as required) for management. ITSM reports / KPI’s
Provide guidance and expertise in relation to System Administration activity. Coordinate and delegate tasks as required, to 3rd party vendors
Experience managing cloud environments. Experience with AWS preferred. Experience with EC2 instances, ELB’s, Route 53, Cloud Watch, etc

165

Service Delivery Manager, Lead to Signature Resume Examples & Samples

Bachelor’s degree in a Business or Operations related discipline or equivalent experience
A minimum of 8 years of demonstrated work experience in an operations environment involving licensing, account management and/or customer service
Demonstrated excellence in managing business relationships, including at the executive level
Demonstrated excellence in thought leadership, execution management and ability to influence without authority
Demonstrated expertise in Account Management
Demonstrated ability to innovate within a business stream, define processes at a global level
Outstanding verbal, written & interpersonal skills
Solid understanding of licensing channels/models
Six Sigma training and/or certifications is a plus
Deep understanding of process engineering techniques is a plus
PMI or similar certification in Project Management is a plus
Cross-boundary experience with multinational companies

166

Engineering Regional Service Delivery Manager Resume Examples & Samples

Building Services
Utility Management
Budgets for Engineering Services including Utilities
Engineering Services submissions to the Facilities Capital Pan
Regional and Local oversight of the engineering Services in support of the Bank’s business operations, ensuring services are delivered effectively and operational platforms are maintained to the defined minimum standard, in line with the Engineering Risk and Controls Framework and with minimal risk to the Bank’s business operations
Actively participates in the development of short, and medium term plans for improving the effectiveness and efficiency of service delivery that will generate a significant, positive impact on the business unit's profitability/cost containment objectives and strategic direction
Drives the implementation of the service delivery platform, including development of new solutions, processes, policies and organisational structures/models, ensuring stability of existing operations at all times
Drives the implementation of innovative business change solutions, including Divisional and DB-wide initiatives. Plays an active role in new product/service development, process and performance improvement initiatives, to deliver industrialised solutions and client optionality
Drive the implementation of the Engineering Risk and Control Framework
Actively manages operational performance of the Tier1 against agreed financial and non-financial targets for assigned products/services, including benefit of investment initiatives
Actively drives the development and benchmarking of world-class operational standards and ensures their implementation as appropriate
Commitment to compliance with health and safety policies and procedures to maintain a positive, healthy, and safe workplace
Appreciating the strengths, insights and ideas of all individuals and advocating for the value of diversity
Educated to degree level or higher (or equivalent) from an accredited college or university (or equivalent)
Facilities Management qualification or equivalent
Occupational Safety & Health qualification
Purchasing & Supply qualification or equivalent
Experience and/or working knowledge of International Organisation for Standardisation (ISO), ANSI standards or similar
Proven experience in similar senior FM role which includes working knowledge and experience of Engineering services such as
Electrical and Mechanical Services
Fire Life Safety Systems
Public Health Services
Lifts and Escalators
Energy Management and Sustainability
Budgets for Engineering Services
Property management experience
Experienced in undertaking all duties and responsibilities in compliance with the rules and regulations encompassing Equal Opportunities, diversity, sustainability etc
Knowledge of, and how to develop and implement procurement systems, contracts, asset registers, including managing bids and offers and price-quality relationship
Working knowledge of proof reading and approving contracts and tender documents. As well as compilation and/or drafting/preparation of the same
Experienced in providing Business Continuity Disaster Recovery
Excellent interpersonal skills in relationship building and relationship management
The ability to deal with, and facilitate decision making with a wide range of people. Experience of working in cross-functional teams and managing teams to achieve objectives, including goals agreed service providers
Experienced leadership skills, with the ability of communicating a vision or goal to others and lead them to achieving it
Pushes for action and results, and wins the support and help of others
Excellent oral, written and listening communication skills. Ability to be clear, concise and focused, being able to tailor the message for the audience
Exhibits diversity / cultural sensitivity

167

Global Service Delivery Manager Resume Examples & Samples

Bachelor's Degree and relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)
ITIL Aligned managed service experience. Design and implemented significant productivity as well as customer satisfaction improvements
Relevant language skills, English mandatory and fluent in both spoken and written German will be a distinct advantage
Professional qualification in ITIL or project management(Prince, PMI)
Lean six sigma certification
Business development experience

168

Service Delivery Manager Resume Examples & Samples

Supporting contract SDM in management of internal and external customers and 3rd party suppliers through management of queries/escalations from helpdesk and review of supplier performance and invoice data
Mature people manager inspiring the team and supporting the development of people
Confident project management delivery and support of wider transition team
Business / process transformation and development/improvement
Self-motivated leader with a positive can do attitude

169

Service Delivery Manager Resume Examples & Samples

Mix of technical, business and program (i.e.: Problem, Change and Incident Management) skills
Excellent English
Client communication experience
IT Experience with IBM (Delivery teams) or external Customer facing roles
IT Project Management
High level of negotiation skills
Applied knowledge and understanding of the ITIL disciplines within a commercial environment
Italian language: Intermediate or Fluent (some teams are looking for Italian speakers)

170

Customer Care Service Delivery Manager Resume Examples & Samples

Substantial experience working in the education/publishing industry
Bachelor of Arts (or similar Degree Level qualification)
Proven success in a previous customer facing role
Intermediate working knowledge of Excel, Visio, Word, PowerPoint or equivalent systems (preferable)
Experience mapping workflows (preferable)
Experience with business analytics (preferable)
Experience working in a complex matrix style organisation structure (preferable)

171

Workforce Management Service Delivery Manager Resume Examples & Samples

Responsible for the management of 10-12 workforce analysts. Oversees hiring for the team and provides training/coaching
Working with call center management, will review and maintain short range capacity plans that accurately forecast participant demand and staffing requirements
Present metrics at daily/weekly/monthly contact center leadership meetings
Create, maintain and distribute enterprise-wide operational and tactical plans for resource deployment to management to maintain a balanced and level loaded workflow, achieve output expectations and ensure cost and service level goal attainment
Discuss training requirements with the Manager of Learning and Design and execute on delivery of necessary training curriculum
Forecast and Plan for call volumes and capacity models by type and team
Maintain consultant schedules and optimize these schedules according to our service level and business objectives
Lead the team on key workforce management projects
Collaborate with the Senior Analyst in charge of Genesys routing. Our shared goal is to continuously work to improve the efficiency and effectiveness of our internal call routing schema
Liaise with Marketing on all external mailing and quarterly statement plans. Incorporate their schedule into Participant Services event forecasting
Work Closely with the Manager of Business Integration and Testing. All changes to internal systems and enhancements to TIAA-CREF’s IVR are managed through this department. Impacts to the business are discussed and transition plans introduced to minimize impact to our front line consultants and participant experience
Working with Site Leads and Directors review and maintain intraday staffing requirements, including sourcing of overtime or other business support
Develop and deliver updates/presentations to call center management on a periodic base
Develop and deliver Senior Management updates as needed
Reviews reports that are prepared by operations management, surfaces relevant issues, analyzes and develops corrective action plans
Partner with all Call Center sites to facilitate the reporting and communication of any system downtime events; ensuring the highest level of urgency and awareness
Provide a continuous review of standard operating procedures; ensuring updates are made timely and as appropriate
Minimum 7-10 years’ experience working within a contact center
Minimum 5-7 years working specifically in a workforce management role and 3 years of leading a workforce management team
Bachelor’s Degree required. Master’s Degree preferred
Advanced experience utilizing Genesys Work Force Management or Genesys routing system or other work force management software/applications. i.e.: Aspects (TCS), IEX, and Blue Pumpkin
Advanced experience using Microsoft Excel. i.e. utilizing pivot tables, table references, advanced charts
Experience with Powerpoint in generating management level communications
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision

172

Service Delivery Manager Resume Examples & Samples

Providing service deliver interface activities to client accounts agreed upon and assigned by management
Assisting in interpreting client requirements and opportunities
Identifying available potential candidates in the marketplace
Promoting DSI in a positive light with available potential candidates
Recruiting candidates to fill DSI engagement needs
Working to maintain long-term positive relationships with DSI staff resources you have recruited
Assisting in resolution of staff member problems or issues
Identifying possible new business opportunities
Assisting in proposal generation as needed or as requested
Learn and stay current with the DSI Applicant Tracking Systems
Consistently recruiting based on core areas identified as a group
Maintain posting on Job Boards, DSI Web Site and social media as required and continuously re-post for core areas
Recruiting passive candidates for future opportunities
Review incoming resumes for specific requirements, screen candidates, negotiate pay rates, etc
Review incoming resumes for core areas
Track all candidates and opportunities in Applicant Tracking System
Coordinate scheduling of interview, starts, etc
Onboard new consultants per DSI Onboarding Guidelines
Coordinate background checks and drug screens as required
Keep current with DSI "candidate touch programs" and "client touch programs"
Any other related and agreed upon service delivery activities that may arise

173

Service Delivery Manager With French Resume Examples & Samples

Minimum 5 years of experience in business
Experience in managing the relationship with customer
Effective communication and drive to management

174

Service Delivery Manager of Mobile Devices Resume Examples & Samples

Point of contact for mobile device hardware within IT services
Annual financial planning and management for mobile device hardware
Authorise and approve in country spend on mobile hardware, repairs and supplies
Service Management reporting (reporting on assets, budget, device landscape)
Development of standards and best practices for mobile device hardware
Develop and implement technology roadmaps, outlining release evolution for iOS and Android platforms
Driving adoption of Mobile Device Management
Channel business requests for new features or changes to MDM service or policies
Mobile device security and compliance
Escalation and management of incidents with key technology suppliers
Working with device vendors to understand roadmaps, secure supply chain and best pricing
Knowledge of Mobile Device Management technologies such as XenMobile, AirWatch or MobileIron
Knowledge of Android for Work, Samsung Knox, Apple DEP
Good numerate/mathematical ability
Ability to build relationships across several technology teams and vendors, to establish a network of critical stakeholders allowing the delivery of projects
Willingness to learn and quick to adapt to changing requirements
Proactive approach to identifying issues and presenting solutions and options
Ability to act independently
Flexible to multiple demands with the ability to shift priorities as required
Capable of managing small to midsize projects and leading sub-teams on large projects
Excellent Excel skills to provide executive reporting along with supporting details when required
English language skills – excellent written and verbal
Strong interpersonal, client service, communication, and organizations and project management skills
Keen eye for details
Ability to create and deliver presentations as necessary
Solid research and analytical skills
Ability to construct professional quality documentation
Minimum of 5 years IT related experience
Experience of working within multi-location teams
Experience of leading small teams in project delivery
Extensive knowledge of IT operations

175

Desktop Service Delivery Manager Resume Examples & Samples

Plans, organizes and directs the operational activities of the Business Technology Services (BTS) Desktop contract. Provides direction, sets priorities and manages the work priorities based on queue workload for the Desktop team. Develops and reviews KPI’s, SLA’s and Performance/Quality Metrics. Formulates departmental goals and objectives, establishes priorities, and implements departmental policies and procedures
Acts as the primary interface for the various BTS functional teams regarding deployments, issue escalations and level 2 issue resolution. Provides escalations to tier 3 support organizations, communicates status of escalated issues to Sr. management and to external client community as appropriate. Tracks and documents progress of assigned incidents and provides support for core business applications for both local and remote computer users across LPL landscape and affiliated entities
Analyzes the performance of Desktop activities and documented resolutions, identifies opportunities for improvement, and delivers solutions to enhance quality of service to our client community. Tracks and analyzes trends in Help Desk incidents and requests and makes process improvements to proactively address future breakdowns. Utilizes all of this information to set strategic roadmap for Desktop and drive team to delivery
Ensures Desktop incidents and requests are completed in a timely manner, including follow up and status reporting until issue is resolved. Evaluate and select appropriate tools and technologies to maximize service delivery, quality and efficiency. Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction

176

Service Delivery Manager Resume Examples & Samples

Provide DPM with single point of contact and be the advocate between Service Delivery and the DPM/PE/Customer
Assist with management of costs including annual DOU/interlock plan negotiations between service delivery and the DPM
Contribute to positive customer satisfaction and customer relationship
Manage delivering to contract performance standards and client measurements
Drive/Manage service quality and improvement of service delivery processes
Participate in the (O)/U cost/recovery management with the DPM/PE
Manage and coordinate problem and change across the delivery organisation
Continually identify ways to reduce costs delivering the services and improve service
Deliver on service commitments
As directed by the DPM, drive/manage subcontractors/third party providers
Participate in Technical proposal preparation and submit to DPM for review and approval
Understand customer requirements and business opportunity/requirement identification, guidance, support and closure
Provide technical support and participate in the Change Control Board and/or change control process
Provide account leadership/direction and technical support
Participate in the response to RFS’s on behalf of the delivery organization
Drive/participate and coordinate audit readiness and GSD331 compliance
Drive/participate and coordinate crisis management
At least 4 years experience in Service Delivery Management

177

Service Delivery Manager Resume Examples & Samples

Strong track record of managing customer relationships and maintaining operational relationships
Proven ability to manage operational incident resolution whilst providing key stakeholder written & verbal updates
Demonstrated proficiency in presentation skills, (written, verbal and inter-personal)
Demonstrated high level technical understanding of IT web applications, infrastructure development and end-to-end-user systems
P3OR (Portfolio, Programme and Project Office) - Practitioner (preferable)
Agile/SCRUM (preferable)
MBA (preferable)
Experience with Digital Transformation (preferable)

178

SAP Basis Service Delivery Manager Resume Examples & Samples

Accept the delivered Mercury solution from the Program and provide integrated, seamless functional and technical support
Lead and guide AMS teams while managing all the efforts related to day-to-day SAP activities. Provide operational and project support, and administration of multiple SAP landscapes
Perform root-cause-analysis, as well as performance management and optimization of SAP Netweaver ECC, CRM SRM, BW , CPM , GRC CLM systems
Ensure the SAP based systems operate reliably and efficiently in a secure environment. This includes assisting with the configuration and maintenance of High Availability and Disaster Recover SAP solutions
Production support work keeping a focus on hitting key project milestones
Ensure the adherence of standards And SAP best practices
Maintain daily contact with SAP Basis team regarding work progress
Complete quality documentation for the SAP environments
Liaise with the functional SAP experts and business teams in order to assist with the ongoing production support of SAP systems
Provide support for other application and services as requested by the SAP Basis team leader. Contribute as possible where the area is outside of the job holder’s technical expertise
Responsibility for the support of the core, integrated applications in the relevant area of the Mercury solution
Responsibility for the support and proactive monitoring core SAP applications, performace, installation, break fixes and change requests per business support requirements
Researching complex application/System integration issues with functional teams; examine integration between various systems (SAP and non-SAP) for inconsistencies
Utilizing knowledge of defined reference architectures, technology trends and implementation experience in order to translate business requirements into a systems and land scape solution blueprint that represents an end-to-end technical solution
Input to the definition of the solution road map, integrating multiple disparate processes, and addressing short and long term organizational needs
Creation of detailed solution documentation and presentations
Leveraging standard processes and architecting innovative solutions for timely execution within the agreed time lines and the cost
Day-to-day maintenance of production application systems
Participating in Disaster Recovery testing to help ensure business continuity
Ensures that changes to SAP are delivered in line with the business standards in terms of development and testing
Ensures that changes to dependent applications are viable in SAP and do not cause a detrimental impact to production
Retains in-house technical knowledge to validate and where appropriate challenge technical solutions and the associated cost hen delivered by external vendors
System Solution design/Architectire for integrating SAP products, identifying potential gaps and identifying possible solutions for bridging these gaps
Performance tuning of the integrated systems solution architecture
Leading activities during upgrades and major releases with multiple stakeholders, working with change and relase management team
Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered via the MSSC
Receives direction rather than supervision on strategy and operation. Supervises other junior Basis resources
Excellent technical understanding of SAP with a minimum of 8 years of experience in BASIS support
5+ SAP full life-cycle implementations including post Go-Live support. Basis leadership experience is necssary 2 years of production support experience in SAP BASIS Administration is esssential
Detailed technical experience in SAP BASIS
Experience with RunSAP methodology
Experience developing technical documentation
Proven track record of successful delivery of SAP projects
Experience with MS-SQL server based SAP systems
Knowledge and experience of SAP System Landscape Designs
Experience with N, N+1 landscapes and their use
E2E-100 / E2E-200 root-cause-analysis experience is a plus
Prior MS-SQL Server DBA or any DBA experience is a plus point
Analytically minded and methodical problem solver
Proven track record in evaluation / recommendation of new SAP system components, solutions, releases, or upgrades
Excellent customer service, written and oral communication and interpersonal skills
Good understanding of structured project management techniques
ITIL certified a plus
Experience working within a multi-cultural environment
Fluent in English with other spoken languages a plus
In-depth knowledge of the relevant functional area: Procurement, Finance, Engagement Management
Operating system (UNIX / Windows)
Databases (Oracle, SQL Server)
Bachelor’s degree in Computer Science, Business, Finance, Logistics, or other related discipline or equivalent experience
8 to 10 years of SAP implementation and experience
Minimum 3 to 5 years of Basis Lead experience is a must
Production support experience is essential

179

Service Delivery Manager Resume Examples & Samples

Drive daily cadence of operational execution, resolve exceptions, and coordinate activities between consumer facing call center and back end repair operation
Establish supplier performance metrics and communicate and resolve issues
Provide a clear signal of capacity requirements to repair suppliers
Ensure service readiness for new product and service launches
Develop a supplier scorecard and facilitate monthly and quarterly business reviews
7+ years experience with Bachelor's degree in business administration, supply chain, finance or related field preferred
Direct operations management experience in repair or supply chain
Technical knowledge of cell phone products and reverse logistics process
Forecasting methodology and demand supply/supply alignment
Analytic and continuous improvement methodology skills (e.g. Six Sigma)

180

Service Delivery Manager Resume Examples & Samples

The job requires the candidate to manage all day-to-day operations for the Client’s benefits administration, as well as perform specified administration procedures
Provide oversight and support to the offshore administration team
The candidate will interact with the client frequently, resolve all issues, and act as the subject-matter expert for all plan provisions and administration procedures
Manage day to day administration procedures
Provide support and oversight to offshore administration team. Monitor daily activities and case management
Implement new procedures when requested by client
Resolve all participant issues and follow-up with client
Perform some day-to-day administration procedures – some processes are manual
Manage work log and communicate regularly to client
Test and validate new systems and procedures
At least 3 years of experience in Health and Welfare benefits administration, required
Level of experience in client management and benefits administration or customer service or call center required – at least 3 years
Candidate must have strong client management skills and strong work management skill
The role requires attention to detail, critical thinking, ability to plan strategically, and strong problem-solving capability
MS Excel and Word - Intermediate level, required
MS PowerPoint, preferred

181

Service Delivery Manager Resume Examples & Samples

Drives Corporate Social Responsibility initiatives, promoting a culture of sustainability in the workplace
Ensures commitment to compliance with health and safety policies and procedures to maintain a positive, healthy, and safe workplace
Appreciates the strengths, insights and ideas of all individuals and advocating for the value of diversity

182

Service Delivery Manager Resume Examples & Samples

Position supports selection of optimal data elements to meet business requirements and improve processes and documentation for BACARDI, the Authorized Data Source (ADS) for regulatory Credit Card Lending data. Incumbent will collaborate with business and technical partners to assist in the delivery of data solutions that enable ADS adoption and deliver required information for prioritized data supply chains
Assist in creating data management documentation (lineage, metadata, data quality rules & controls) that evidence compliance with Enterprise Data Management Standards
Analyze root cause and remediation solutions for data quality problems and data gaps
Assist in requirements gathering, prioritizing changes and testing for key projects that involve new and existing data sources
Engages with business partners ensure governance and oversight of data quality controls for prioritized supply chain data. Manages data domain governance to ensure transparency and communication of Enterprise Data Management (EDM) Standards and manages the adherence plans to ensure compliance with standards. Actively build out and maintain the data domain model for which they are accountable for. Ability to manage multiple deliverables at the same time. May manage in a matrix environment to achieve process or project objectives
This role will be part of the Consumer Bank Data Management team with focus on compliance of Enterprise Data Management Standards. Position requires ability to communicate clearly and concisely with senior leaders. Incumbent will interact heavily with technology partners and line of business
This position will interact with business users as well as technology, change management, audit/compliance, learning and communication partners, senior leaders. The ability to influence and lead diverse groups is a key factor for success in this role. Strong individual contributor, self-managed and able to work independently or with a team
5+ years Experience in Credit Card Lending systems, data flows and product life cycle
1+ years of Experience in Data Management and EDM Standards
Knowledge of bank financial and regulatory reporting processes
Strong analytical skills & data analysis experience
Strong communication and presentation skills; able to target messaging to different audiences
Ability to navigate enterprise, research and resource information across the bank
Ability to work independently – set and manage plans, achieve results
Highly organized and ability to effectively multi-task and plan/manage deliverables
Demonstrated ability to drive action and sustain momentum / results-oriented
Strong ability to establish relationships with partners and peers across teams in order to achieve optimal results
Strong ability to influence and lead diverse groups to achieve desired results
SAS/ Data Analytics
Working knowledge of MetaPortal and other Consumer Bank Data Management tools and processes
Consulting or change management experience
Six Sigma – Green Belt certified
Project Management skills
BS/BA

183

Service Delivery Manager Resume Examples & Samples

Work with the APAC regional stakeholders with a view to improve on project delivery, and contribute to general continuous service improvement plans. This is a very collaborative environment and the ability to participate willingly and constructively is a must for success in this role
Understand project management methodologies and deliver on all projects; BAU or ad-hoc. Be able to prioritize and deliver accordingly
Liaise with global and regional stakeholders to understand requirements and guide teams accordingly
Be able to forecast financial and resource requirements for new initiatives and plan resource allocations appropriately
Take a proactive approach to risk management and be the APC EUS representative to gather all risk & control related projects and initiatives
Focus on cost avoidance and cost controls
Very effective stakeholder management
10+ years experience preferably in the financial industry or other multinational industries with a focus on “End Use Systems’ and infrastructure management
Strong understanding of technology platforms and methodologies such as VMWare, Citrix, Remote Access and collaboration technologies
Experience in managing cross-departmental delivery and the flexibility to influence people at a variety of levels internally and externally. Ability to motivate teams to go above and beyond expectations
Strong written and oral communication skills and the ability to interact with senior executives
Strong analytical and problem solving, decision making and relationship building skills
Experience with internal and external audit management
Prior exposure to regulatory circulars and audits is a plus
Ability to understand control functions and measure extent of risk in the environment, work with information security, control functions and other SMEs to improve processes
Proven track record in departmental management and implementation within a large scale environment

184

Service Delivery Manager Resume Examples & Samples

Develop and manage plans to address program/project strengths, weaknesses, opportunities and threats
Direct supervision provided by an experienced Program Leader or Service Delivery Manager/Team Leader; frequency on a weekly or as needed basis
Mastery of program/project management methodology, tools and templates (includes program/project planning, schedule development, scope management and cost management)
Extensive experience in a corporate IT environment
Other relevant experience in a related technical field (application development, deployment/implementation and infrastructure)

185

Technical Service Delivery Manager Resume Examples & Samples

Enhance the existing codebase to include the new reports and changes needed as necessary to fullfill the CRs
You will analyze, design, enhance and maintain the Oracle & ETL based CRs
You will be responsible for managing deployment of solution across multiple (11-13) environments
Administrate plans, risk handling, resolving issues and is accountable for the MS delivery
Responsible for ensuring the contractual SLAs are met across the Program
Generate operational reports including production status, risk analysis, issues and action logs
Perform activities related to scheduling of operational change implementation, and partner migrations
Lead stakeholder operational MOP, technical review, coordination calls, creating and disseminating key governance agendas, minutes, and communications with the customer organization and internal stake holders
Actively participate in improvement initiatives and alignment discussions
Facilitate escalation meetings with various stakeholders, working level and process-related change control meetings
Ensures compliance with customer, delivery and working level agreements
Understand and assure quality standards are met on assigned deliverables
Possess strong understanding of MSTOP methods and processes
Assess and implement improvement plans to enhance operational performance and quality to enhance customer experience
Coach and drive the technical team towards day to day activities
Work with offshore team to drive the technical initiatives & challenges
Create coordination and collaboration with other teams to support development activities
Strong leadership within the team and across the organization
Ability to work with the customer and maintain good customer relationship
Must have min 10+ years’ experience of Service Delivery Management
Preferable -Telco BSS (Billing, Order Management, Customer Care, Provisioning) domain knowledge
Must have Understanding of ETL & Data Warehousing methods and technologies
Must be based out of Bellevue
University Degree in Engineering, IT or Computer Science
Demonstrated strong leadership, problem solving and negotiation skills
Excellent communication skills; including oral, written and presentations
Strong customer orientation, excellent collaboration and conflict management skills
A strong business minded consultative approach with focus on profitability, margin, and efficiency
Takes a logical and orderly approach to analyzing problems, organizing work and planning actions
Consistent track record of meeting objectives and following through on commitments

186

Service Delivery Manager, Mobility Resume Examples & Samples

Plans, organizes and directs the operational activities of the Business Technology Services (BTS) Mobility contract. Provides direction, sets priorities and manages the work priorities based on queue workload for the team. Develops and reviews KPI’s, SLA’s and Performance/Quality Metrics. Formulates departmental goals and objectives, establishes priorities, and implements departmental policies and procedures
Analyzes the performance of Mobility activities and documented resolutions, identifies opportunities for improvement, and delivers solutions to enhance quality of service to our client community. Tracks and analyzes trends in Help Desk incidents and requests and makes process improvements to proactively address future breakdowns. Utilizes all of this information to set strategic roadmap for Mobility and drive team to delivery
Ensures incidents and requests are completed in a timely manner, including follow up and status reporting until issue is resolved. Evaluate and select appropriate tools and technologies to maximize service delivery, quality and efficiency. Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
Manages the financial aspect of the Mobility tower. Works to review current expenditures and optimizes line usage to reduce costs

187

Senior Desktop Service Delivery Manager Resume Examples & Samples

Educated to Degree level or above
7+ years IT experience, preferably within the financial services sector
Proven record of ownership and accountability with evidence of successful delivery
In excess of 5 years demonstrated experience at a management level, being able to articulate proven staff development and growth success
Working experience in a senior influential role with non-direct reporting staff
Experience in managing Helpdesks, Desktop and Application Operate Support teams
Strong communication skills to create and maintain people relationships
Ability to communicate across cultures, management styles, and at multiple organization levels
Able to build a cohesive and effective team regardless of physical location and cultural background of team members
Comfortable working independently
Ability to make sound judgments and operate under pressure

188

Service Delivery Manager / Senior Ops Manager Resume Examples & Samples

Lead all of the customer-facing functions across the program
Manage to departmental cost/expense responsibilities and provide input into the budget and forecast process
Ensure that all performance standards are met and that a high level of customer service is provided to all internal and external customers
Coach, develop and lead direct reports in all areas of people management activity
Work closely with vendors/subcontractors to ensure that quality standards are met
Interact with development staff to work issues and develop new processes to improve workflow and program performance
Drive continuous improvements (e.g., web chat, scanning, etc.) to departmental processes to increase productivity, optimize the customer experience, and reduce costs and risks through innovation, operational, and technological enhancements. Observe and evaluate existing processes and then make the necessary changes and adjustments to achieve greater efficiency and success
Build a culture of excellence and exceptional customer service. Promote and champion team spirit, morale and engagement through employee recognition and effective communication
Develop, track and monitor key Customer Service metrics to manage the organization effectively
Establish and develop relationships with key stakeholders across the program and with our client Project Manager
Monitor customer escalations, issue trends and workload forecasting
Ensure excellent communication to help foster a customer-centric operation
Identify opportunities for additional revenue by gaining a thorough understanding of the client business needs and assist with developing proposals for such opportunities
Some domestic travel may be required to meet with clients, vendors, and subcontractors
This individual must have the proven ability to manage a large staff of at least 140+ employees in a fast-paced, dynamic environment and have strong communication and customer service skills
Shall have served in a similar role for a minimum of six (6) years, with three (3) years in the toll industry where service is delivered in a high volume electronic toll collection environment
Experience in large scale program and project management, coordination of services subcontractors’ activities to meet scope, schedule and budget
Ability to make operational decisions in a fast paced, high stress environment
Ability to remain calm and exercise tact and diplomacy in researching and resolving customer complaints and in dealing with employees
Ability to work independently with limited management supervision
Demonstrate strong organizational, multi-tasking and interpersonal communication skills along with proven negotiation and client relationship skills
The individual in this position must have strong analytical and verbal/written communication skills. They must be detail oriented and must be proficient in all areas of customer service. Strong inter-personal skills are required to be successful in this role
Experience in communicating and working with clients

189

Service Delivery Manager Resume Examples & Samples

3- 5 years of call center management
5-10 years’ experience with customer care, preferably through inbound call centers
This management position requires strong technical, communication and management skills and extensive experience in managing the operations of a business

190

Service Delivery Manager Resume Examples & Samples

Certifications in HDI, ITIL, Six Sigma preferred
Ability to facilitate negotiation and build consensus amongst competing parties, ultimately driving teams to decision
Strong oral and written communications skills with the ability to effectively communicate at multiple levels within the organization
Communicates effectively with business and clients to identify needs and evaluate alternative technical solutions and strategies
Bachelor of Science degree or equivalent work experience
5 years’ experience managing and/or directing an IT team
Proven experience in IT infrastructure strategic planning and development, project management, and policy development
Knowledge of business theory, business processes, management, budgeting, and business office operations
In-depth knowledge of applicable laws and regulations as they relate to IT
Strong understanding of human resource management principles, practices, and procedures
Strong analytical and interpretive skills
Excellent interpersonal skills
Ability to present ideas in business-friendly and user-friendly language
Highly self-motivated, self-directed, and attentive to detail

191

Engineer Lead Service Delivery Manager Resume Examples & Samples

Partnership Meeting - The Service Delivery Partnership series provides an engaged forum between AD and infrastructure teams to discuss trends, issues, and key initiatives related to applications / platforms within the tower and share information (participants: AD, SD, HASR, CDM, monitoring, SLM, DBA, PMO)
Service Delivery Deck - The Service Delivery Deck is produced on a monthly basis and includes KPIs, key messages, and scorecards regarding application health, incidents and change management, as well as infrastructure service quality; formal review held with CTO and CTO-1 members
Trend Analysis - Service Delivery encompasses ensuring that we meet our business and IS goals for delivering technology-based services, including: applications, infrastructure, and day-to-day operations. Lead will monitor KPI’s and trending across all infrastructure scorecards and other relevant metrics (CAF, incident, change management, etc.) and provide metric-based recommendations on areas of improvement in the Service Delivery Deck and Partnership meetings
Relationship Management – Lead is expected to work side-by-side with their Sr. technology, Emerging Payments, and GTI counterparts; their input and leadership are seen by senior levels in the business units
Accountable for the day to day operational service levels, problem resolution, RCA’s completed and implemented and adherence to technology standards. Accountable for all changes to the production infrastructure and application. Responsible for ensuring technology service are prioritized, managed and supported for respective technology assets/business functions
Production Change Quality Adherence – Engineer Lead is responsible for assessing change impact and quality across the production environment. Responsibilities include reviewing cross impacts, emergency / expedited ITSMs, and quality of event planning deliverables
Daily Production Calls - Lead attends daily CCB and Digital production status calls, review incident details, RCA action items, and provides feedback for items affecting Emerging Payments
RCA Adherence - Lead participate in root cause analysis reviews, engage stakeholders, support non-P1 RCAs, and ensure action items / deliverables are completed by planned dates
CAF (Critical Application Framework) - The CAF status is reviewed by the Engineering Lead on a monthly basis; trends are reported to AD teams, action items / plans identified to improve score, and relevant infrastructure, AD, and GTI teams are engaged
Champions process improvements to reduce customer impacts, improve system availability/resiliency, monitoring capabilities change success and cost efficiencies. Responsible for maintaining infrastructure hygiene (environment consistency, HW & SW EOS / EOL upgrades, patching and reboot schedule)
Service Level Initiatives / KPIs – Lead will actively identify and drive service level improvements across infrastructure service functions and track / report KPIs in those areas
Hygiene / PLM – Lead will actively review hygiene scores in both maturity scorecards and CAF in order to assist AD and production support teams with planning and scheduling patch and reboot maintenance windows
Performance and SLM – Lead will ensure performance test plans and execution prove out SLM guidelines
Responsible for the total cost of ownership and financial forecast of the infrastructure growth, investment or retirement. Champions Emerging Payments / GTI initiatives to reduce or improve TCO annually within their AD tower
TCO Opportunities – Lead will work with AD and Solutions Architecture teams to analyze TCO data, identify opportunities for improvement, and provide recommendations
Ensures business and technology initiatives are planned and executed to meet our business and IT objectives. This includes actively defining and assisting in the Book of Work and 18 month roadmaps
Interlock Meetings - Interlock meetings bring together AD, Digital, and GTI teams on a quarterly basis to discuss roadmaps and align plans across teams
Business and Infrastructure Roadmaps - Align Business and Technology 18 month roadmaps to ensure infrastructure and application investments and lifecycle maintenance meets our Business and IT goals, growth volumes and transactional SLA‘s
7+ years of Operational Support experience, preferably in the service delivery space
Self-motivated leader – posses a strong sense of self and purpose; assesses a situation, prioritizes requirements, and then engages relevant teams to drive work to completion without daily reassurances
Experience / expertise with
5 + years of IT Service delivery Management experience
7+ years supporting applications in various roles (Operations, Production support, AD, Infrastructure, etc.)
Experience with JPMC SLA/SLOs and policies
Experience with applications development - related processes and lifecycle methodologies
Experience or familiarity with different risk and security aspects of applications
Exceptional written and verbal skills
Experience with evolving payment ecosystems
Prior experience with tokenization, digital wallet, and EMV standards

192

Service Delivery Manager Resume Examples & Samples

Working in partnership with other service providers and managing the vendor collaborations
Proactively offering services to enable the client's community to more effectively manage their personal computing environment
Collaborating with IT management and colleagues to plan and deliver effective IT services for Analytics and Application Management Services
Performing management functions including budgeting, contract negotiations, financial and service delivery reporting
Leveraging existing capabilities and adding more value and growth to the account with new opportunities
Stakeholder Management
Versed in Service Delivery
Contracts Management
Experience with E&U clients in Western Australia is a plus
Metering & Billing experience with clients

193

Infrastructure Service Delivery Manager Resume Examples & Samples

Working with Financial analysts across the globe to understand the global CTI recovery model, monthly charge-outs, recoveries and EBIT position
Develop working relationship with CTI operations and project delivery groups to understand inventory tracking and control for financial trend reporting and forecasting
Work with the business on financial tracking mechanisms and trend reporting in order to drive appropriate forecasting and impact customer behaviour and demand
Perform benchmarking, both internally and externally, on behalf of the customer
Substantial financial and accounting experience in financial services and /or high-tech environment
Ability to incorporate current and upcoming business initiatives into quantifiable and relevant financial impacts within short and long term financial plans
Pinpoint variances between forecasts and results on month and quarter ends across the business. Work with support teams to determine the origin of variances. Communicate potential risks and opportunities
Increase transparency of operating expenses drivers by requiring enhanced accountability of individual business groups
Able to analyze results versus forecast/ plans by using and developing metrics and ad-hoc analysis to determine variances and future trends
Bachelor’s Degree, with 8+ years’ experience in a financial analysis role preferred
Any post graduate or professional qualifications a plus. Any technical coursework/qualifications also a plus
Candidate needs to be able to work independently, have a strong ability to multi-task to meet tight deadlines, and have excellent communications and interpersonal skills

194

Payroll Service Delivery Manager Resume Examples & Samples

Oversee Payroll & Benefits processes to ensure high compliance is relevant with legal and GE policy requirements
Drive a culture of service excellence within the team; promote “Best in Class” customer service
Proactively identify areas for improvement within assigned processes
Work closely with lean leader & cross-functional teams to implement effective solutions and promote a lean culture
Measure end-customer satisfaction
Develop action plan to mitigate operational risks or resolve escalated issues
Leverage metrics to identify trends or problems to maintain and improve performance levels
Develop strong working relationships within the HR community to ensure effective communication proactive identification of requirements and service issues, including follow-up on complaints
Ensure teams are aligned and relevant skills are in place to deliver on organizational strategy
Manage and support large projects
Develop and manage the ongoing advancement of the team (local and offshore), including strong development plans
Drive strong performance management in the team through clear expectations, performance appraisals, and feedback
Champion training and induction processes for new team members and role changes
Coordinate and implement training to effectively meet team needs
Drive GE’s high standards of ethics and compliance within the team
Drive and enhance employee engagement
Bachelors degree from an accredited university or college (or a high school diploma/GED or equivalent)
6 + years of experience in customer service & operations
Payroll experience is an asset
10+ years experience managing people
Minimum 2 years shared services experience, with a broad understanding of Lean Management Systems, process improvement principles and metrics

195

Senior Professional Service Delivery Manager Resume Examples & Samples

Provides project leadership and oversight of large scale, complex solution implementations for customers of the Global Professional Services (GPS) business; requires frequent interaction with Product Development Team, Commercial Team, Customers, Solution Providers (Integrators), and other cross-functional teams
Scope Management: Leads the project team in effectively controlling project scope of work, using tools for charter development, contract management, and change control
Planning and Scheduling
Assists in developing the project approach and leads the effort to model this approach in the project schedule. Ensures that high-quality integrated planning is performed for all facets of the project life cycle
Performs schedule analysis to establish work priorities, critical path planning, and risk management
Drive business development and opportunity pipeline
Provide support for pre-sales activity, working closely with Sales team, supporting opportunity development and the securing of orders
Aggressively drive initiatives that result in repeatable, rapidly deployable and prescriptive solutions
Manage dynamic resource allocation, including contract consultants, to maximize effective utilization of resources, ensure project success, and deliver high quality solutions with effective billable utilization
Financial Management: Forecasts, manages, and delivers against project revenue/cost plan. Works closely with Operations and Finance teams to ensure accurate and transparent project financial accounting
Project Performance Management: Ensures that relevant cost, schedule, and technical performance metrics are instituted at all levels in the project
Project Reporting: Proactively tracks and reports on project progress against schedule, technical delivery milestones, and revenue commitments
Manages and reports on adjustments to scope, schedule, cost, and issues
Change Management: Drives scope control through formal change management methods
Assists the project team in defining, understanding, and maintaining scope. Assists in the preparation, submission and negotiation of change of scope proposals. Incorporates approved/negotiated changes into the project plan
Initiates processes to evaluate, capture, and apply best practices and lessons learned driving implementation cycle-time improvements
Coordinates and leads progress meetings with customer and business leadership
Effectively applies GE Digital execution methodology and enforces project standards
Minimizes GE Digital exposure and risk on project
Bachelor Degree or equivalent experience in engineering or computer science
15+ years in industrial software services functions, with minimum of 10 years in a customer-facing project leadership role
Demonstrated customer management skills
Strong business acumen; able to fully understand the mission and scope of the business equation
Exposure to enterprise-level large-scale applications and deployment
Strong presentation and facilitation skills, and ability to present at all levels for the organization
Strong spoken and written English language
Ability and availability to travel up to 50%
Master degree in engineering discipline, computer science, MBA, or related field of study
Experience working in an IT environment or organization
Project Management - PMI PMP certification
Strong skills in the use of software business tools (e.g. project management software, spreadsheets, reporting packages, word processing and presentation software)
Strong exposure to MES technologies, including automated data collection, visualization, quality and efficiency in manufacturing, SCADA, automated decision control, workflow, database applications, scheduling, and interface to ERP systems

196

Service Delivery Manager Resume Examples & Samples

Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans
Assume management responsibility and delivery for your teams
Consult with Technical Support Services (TSS) representatives in Europe
Assist in implementation of centre wide objectives
Creates business policies and operational guidelines
Resolves service and team/employee issues and sets long term plans
Responsible for delivery of highly visible services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives
Responsible for providing direction to your team employees, to positively promote your employees and help drive their career aspirations
Flexibility and willingness to travel to different locations
To ensure all controls implemented are adhered to
To assume additional Responsibilities as assigned

197

Service Delivery Manager Resume Examples & Samples

Communicate general direction for Deloitte Managed Services, achievements, and the capabilities that are possible from the firm
Conduct internal & external kickoffs
Coordinate with Implementation leads to align with project schedule to ensure key Managed Services milestones built into plan including resources, environment availability dates, transition plan, performance testing, etc
Secure client approval concerning activities & timing
Participate in project steering committee and/or project status meetings during implementations
Manage escalations for Managed Services related matters during client lifecycle
Periodic client reviews (provide related delivery reports, ensure SLAs are being maintained and escalate where necessary)
Facilitate transition to Managed Services
Work with client to proactively plan changes
Understand new solution releases, specific benefits to client and work with team to position opportunities related to upgrade
Oversee Managed Services engagement financials (validate billings, invoice issues, collections)
Good working knowledge of software programs Minitab, Microsoft Word, PowerPoint, Excel, and Project
Strong organizational skills with a demonstrated ability to proactively take initiative and complete tasks in a timely manner
Excellent oral/written communication skills
Good problem solving skills, analytical and statistical problem solving tools
Strong teamwork and interpersonal communication skills with the ability to work well with both technical and non-technical personnel, and influence the direction of projects
Broad business knowledge and ability to link client needs with business processes
Ability to work independently and with all levels of managers, associates, and clients
Strong coaching and facilitation skills
Minimum of 50% travel is required

198

Service Delivery Manager Resume Examples & Samples

Drive/ manage service quality, performance - own service quality for service provided by the delivery organization
Plans, facilitates & coordinates service improvement measures (SIPs)
Participate in technical proposal preparation and submit to Global DPE/Sr DPE/Customer for review and approval
Drives productivity in coordination with service lines
Continually identify ways to reduce cost delivering the services and improve service
Client Satisfaction for Service Delivery
Understand client requirements, business opportunity identification, guidance, support and closure
Own service quality for service provided by the delivery organization
Ensure continuous communication & coordination with client
Device action plan based on CSAT report
Ensure positive client satisfaction and client relationship is maintained for service delivery
Single point of contact for service delivery for all Service lines/Technology
Manage all delivery communications with sending geo and end customer
Ensure relevant governance /interlock with Sending Geo and technical service lines
Client Facing Exposure and Strong Relationship Management skills are a must
Authoring SOW, Periodic review & updates through Change Process
Strong technology understanding with Infrastructure background - Must
ITIL Certified – Mandatory
Experience in handling Unix and Windows environment or Storage/ Back-up recovery or Middleware environment
Data center management and data center support experience
Understanding of working with mission critical setup working with global clients
Strong communication skills, as well as ability to present to the senior leadership team

199

Manager MCS Service Delivery Manager Resume Examples & Samples

Work closely with the Client Director and relevant internal functions within HDS (CS&S, GSC, GSS, SOC, Sales account teams and MCS Business Unit) to ensure all resources are assigned and effectively utilised
Act as the operational Management contact and escalation point in relation to delivery of all MCS Services at assigned Customer site(s)
Work closely with the Client Director as well as other HDS departments (i.e. CS&S, GSS and Finance/Business Ops) and Customer to ensure accurate and effective delivery of all contracted SLAs and development of a continuous Service Improvement Plan
Continually develop personal skills and experience
Maintain up to date knowledge of all core Hitachi Data Systems products and services
Take advantage of all types of available education material to broaden skills and develop agreed areas of specialisation

200

Service Delivery Manager Resume Examples & Samples

Co-ordinate HDS service delivery to one or more customers assigned by management
Act as the customers’ primary contact point in relation to our service delivery
Manage the implementation of additional hardware and software
Manage the resolution of incidents
Identify and address proactively any issues impacting the effectiveness of HDS support or putting at risk the customers’ service availability
Preventive maintenance of installed base incl. Microcode level
Manage completion of preventive maintenance and provision of engineering changes and software updates
Manage timely delivery of all other services contracted from HDS
Manage the resolution of all incidents relating to the HDS supported infrastructure (again, see below for specific responsibilities)
Applies ITIL best practices for Project Management and Change Management
Coordinate the activities of third-parties supporting HDS at the customer
Maintain regular customer service review meetings
Take advantage of all types of available education material to broaden skills and develop agreed areas of specialization

201

Service Delivery Manager Resume Examples & Samples

Facilitates and maintains access of client or site specific obligations related to process, safety, and other policies as required for BU resources in all geographies
Project Activity - Inform BU of projects and opportunities as Regional/Enterprise Sales teams work through the Commercial deal cycle
Finance Operations - Contract billing queries

202

Health Regional Service Delivery Manager Resume Examples & Samples

Being the primary voice of the Customer for all issues, feedback, suggestions back into the UKI HCLS operations leadership team
Works collaboratively with AGM to foster strong working relationships
Provides line management, leadership, and coaching to the SDM team in line with CSC’s CLEAR values, vision and industry goals
Builds effective strategies and drives plan to improve SLA and Customer Satisfactionacross the region
Service Delivery includes all touchpoints of delivery to the Customer, including Sales (e.g. quotes provided on time), Delivery (e.g. schedule, scope, quality), Production Support (e.g. KPIs)
Working collaboratively with the SDM to identify, prioritise, agree a way forward to address key Customer’s feedback – escalate where necessary – ensuring appropriate transparency back to the Customer to manage expectations through our Service Improvement Plans and Delivery Improvement Plans
Maintaining an E2E view of all key communications to/from re: the delivery to ensure Customer expectations are managed appropriately
Building a deeper understanding of the motivation and drivers behind the Customers behaviours, activities, and feedback with the SDM
Using this information to support SDM to identify new opportunities for growth or insight on how to improve our overall E2E delivery
Bringing a richer context to our delivery organisations so that they understand the Customer’s drivers which may influence how we respond, improving Client empathy
Ensuring that AGMs and CREs maintain the E2E relationship, driving SDM on delivery improvements, working collaboratively with the delivery teams
Good interpersonal skills to interact with Customers and team members
Dealing with Ambiguity
Perseverance
Agility
Negotiating

203

ATM Service Delivery Manager Resume Examples & Samples

Proficient knowledge of banking center operations, banking center procedures, and the utilization of technology within the banking center environment
Demonstrated results in designing/delivering initiatives in process improvements and customer satisfaction
5+ years of service delivery/account management experience, preferably with solutions within the financial industry; portfolio solutions and services
3+ years' experience with outside multi-vendors, including Cash In Transit
3+ years' direct customer facing experience
3+ years' experience using Microsoft Office, specifically Excel
Readiness to travel 25% annually
ITIL Foundation Certificate in IT Service Management

204

Field Networks Service Delivery Manager Resume Examples & Samples

Strong understanding of telecoms for Oil and Gas production and drilling environments
Strong background in technologies such as VSAT, Microwave, Fibre Optic networks
Track record in coaching and influencing SDO Service Delivery teams and driving Continuous Service Improvement plans
Experience in building Service Improvement Plans for SDOs to drive service quality
Experience in RCA analysis and the need to drive technical reviews
Experience in managing change within major infrastructure
Understand operational requirements and their relationship to service design, limitations and constraints

205

Service Delivery Manager Resume Examples & Samples

IT Life Cycle and IT Service Management Services
Data Center Services including storage and server support
Service Desk Services
End User Services
Converged Network Services

206

Service Delivery Manager Resume Examples & Samples

Minimum 5-10 years of service delivery/account management experience, preferably with
Leadership skills; strategic planning, direction, and execution
Exceptional communications skills, both written and verbal
Possess a strong sense of urgency with regard to customer satisfaction
Ability to garner support and influence other internal /external organizations and work within

207

Service Delivery Manager Resume Examples & Samples

You have in-depth non-discrimination testing experience and Form 5500 preparation experience
You can review test results and efficiently gain understanding of a plan’s design
You understand the Employee Plans Compliance Resolution System (EPCRS), and how to apply EPCRS rules to plan corrections
You can discuss and explain complex regulatory topics with any audience, tailoring your delivery to the audience
You can collaborate with clients to build consensus
You take ownership of the client experience
You can multitask client work, internal project work, and other responsibilities
You have strong organization skills and keep detailed records of your work
You can manage at-risk client relationships
You can research topics independently and deliver solutions to complex regulatory issues

208

Service Delivery Manager Resume Examples & Samples

Bachelor’s degree in computer science or a related discipline
8 years to 10 years Information Technology working experience in a wide range of technologies in service delivery role
Prior work experience with a large enterprise
Solid experience in managing service partners, external vendors and suppliers
Team management experience with leadership qualities
Familiar with ITIL service delivery fundamentals
Exposure to BCP & Disaster Recovery planning & Implementation
Solid hands\-on experience on problem solving across wide\-range of different infrastructure
Excellent interpersonal skills and team player
Efficient time management and able to handle multiple projects, problems and tasks concurrently
Strong communication and written skills in English

209

Service Delivery Manager Resume Examples & Samples

Manage a centralized team of process managers and BAs
Create a vision and strategies for the future of Request Management at PNC and aggressively execute to deliver on those goals
Partner with design and development peers to create a retail consumer-grade interface for ordering services
Drive the replatforming of requests from antiquated platforms to the ServiceNow Platform
Establish an end-to-end capability to rapidly build and support request processes of all levels of complexity
Serve as the process owner for complex requests, including Employee Onboarding, Employee Transfers, and Employee Offboarding
Partner with other IT Service Management (ITIL) process owners to achieve cross-process synergies
Develop and execute against a strategic vision to continuously improve PNC’s Request Management practice
Own, maintain, and enforce request management policy, procedure, and educational materials
Strong customer focus and ability to act with a “Sense of Urgency” in building new capabilities
Ability to drive quantitative and qualitative request analysis practice
Experience leading centralized and/or matrixed teams
Ability to effectively communicate with C-suite executives (written and oral)
Skilled at managing organizations to quantifiably defined targets
Capable of establishing a service vision and translating this into executable strategic initiatives
Experience in a large, complex IT environment
Strong risk management experience
Experience with the ServiceNow ITSM platform
ITIL/ITSM certification or training
Experience in Financial Services industry
Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions
Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations
Knowledge of and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency
Ability to measure the quality and quantity of work effort for the purpose of improvement
Knowledge of and ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service
Knowledge of and ability to apply ITIL processes and standards for managing the provision of IT services in line with customer expectations

210

Service Delivery Manager Resume Examples & Samples

Develops and cultivates effective relationship with business areas by keeping them informed about services and status of any upcoming service enhancements/retirements, understanding their business needs and acting as an as escalation point for service or customer satisfaction related issues
In tandem with the Strategic Service Owner, defines and designs component based service architecture for assigned set of services. Creates a roadmap for continuous refinement of implemented services based on customer feedback. Identifies optimization opportunities and collaborates with Product Owner and Service Architect for designing and implementing service improvements
Conducts portfolio analysis and create/enhance/retire assigned set of services in the Service Portfolio/Catalog as required. Monitors service levels against agreed upon SLAs, conducts periodic Service Performance Management activities for assigned list of services and influences Product Teams/ external Service providers to address service level breaches
Defines and maintains total cost of ownership for each of the assigned services and collaborates with GTO- P& G Office and IT Financial Services Team to implement show back/charge back of costs. Provides applicable service costing & chargeback information to customers
Engages with Senior Leadership to contribute to long term business plans and service strategy
Ensures product teams are appropriately planning for on-hand capacity to meet forecasted demands
Performs service related communication and change management activities as needed to keep customers and fulfillment teams aware and ready for service related changes
Participates in CAB, Incident Management, Problem Management and other ITIL process related meetings as necessary and represent one or services
Defines operational and executive reporting and communication requirements as necessary to support Service Management and Governance
Participates in special projects and performs other duties as assigned
Undergraduate degree in a related field or the equivalent combination of training and experience. Degree in computer science or computer engineering and/or a Master's degree preferred
Minimum eight years of experience in specific technical specialty (Hardware, Operating Systems, Software Development, Telecommunications and Emerging Technologies). Broad IT experience preferred
Exceptional conceptual, analysis, and problem solving skills
Strong written and verbal communication skills, including presentation and influencing/negotiation skills
Broad knowledge of the financial services industry preferred
Strong understanding of Agile Software Development, Systems analysis and design techniques, Quality assurance methodology and Inspections, Technical standards and deliverables, Production acceptance (including elevations), data modeling, and related advanced development standards
Expert knowledge of one or more IT platforms and products
Expert Knowledge of ITIL, ITSM, Service Oriented Architecture, ITaaS, PaaS and IaaS
ITIL v3 Expert Certification is preferred

211

Service Delivery Manager Resume Examples & Samples

Build and manage a world-class service delivery team in your designated region including, but not limited to, Implementation Consulting and Integration Consulting
Develop skills and competencies of team to ensure that the team is high performing, engaged and successful
Collaborate with other global leaders to both contribute to and leverage standards, methodologies and resources to ensure consistent delivery of world-class service globally
Manage client escalations within your regional portfolio of clients and serve as a senior point of contact for clients with critical escalations
Manage project staffing and resource utilization including tracking and reporting of forecasts and actuals
Track and report key metrics (including project status, project pipeline, utilization, revenue, client satisfaction, etc.) using a balanced scorecard to management as required
Develop, document and implement operational processes associated with service delivery
Serve as the Engagement/Program Manager for key clients as necessary
Manage relationships and results for regional delivery partners
B.A/B.S degree; MBA preferred
Minimum of ten years of business process or professional services consulting and project/program management experience; experience in talent processes preferred
Proven results in a consulting environment as a project/program lead
Proven success in building, managing and developing high-performing teams
Experience in business transformation and change management initiatives a strong plus
Ability to deal with and resolve complex issues and work across teams and regions in order to solve such issues
Minimum of five years of experience successfully selling and/or demonstrating software solutions including to the executive level
Proven track record of exceeding individual and team sales quotas
Field sales experience (pre-sales, sales engineering or direct sales) required; Experience selling HR-related software or services highly valued
Advanced communication and presentation skills and excellent command of English language; Multi-lingual Asian language skills strongly valued
Strong command of Microsoft Office and virtual meeting technologies such as Cisco WebEx
Ability to travel within China, and occasionally to other regions

212

Service Delivery Manager Resume Examples & Samples

Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds daily Operational Metrics against major floor operations deliverables
Quality and delivery of prescribed customer experience by LOB
Sales Conversion and Customer Issue Resolution
Operational Efficiency through AHT
Reduced operational expenses through execution of policy/procedure. (AEN's, Breakage, Coupon Utilization)
Create innovative plans with vendors to drive and achieve revenue/quality targets through the integrated model
Effectively support the Expedia Inc. vision of the Business to our vendor
Lead calibration process with vendor Quality team and works with 3rd Party Quality vendor to ensure consistent Service Delivery
Regularly review business performance and Customer/Agent feedback both formally and on a proactive ad-hoc basis with Service Delivery Leadership
Participate in strategic planning to integrate vendor initiatives with overall business plan
Promote excellence in vendor staff morale and ensure adherence to Expedia Inc. values internally and within our vendor work environment
Execute on key initiatives as agreed with core operations & project team
2+ years of Operations management experience in dynamic customer care environment

213

Service Delivery Manager Resume Examples & Samples

Need to understand large, shared-disk databases
2 or more years experience coordinating technical rollout projects
5 or more years as team lead or similar experience
Experience with programming languages (e.g. Python, Java)
Oracle database administration
Linux system administration
Software-managed configuration technologies (e.g. Puppet, Chef)
Experience with agile development methodologies

214

Service Delivery Manager Resume Examples & Samples

Proven track record iof taking ownership and driving results
Expert skills in Microsoft Excel and Word
Ability to handle multiple priorities and to meet deadlines in stressful situations
15% international and 40% domestic travel required

215

Service Delivery Manager Resume Examples & Samples

This role will assist and monitor actions to investigate and resolve incidents and problems in systems and services in a 24/7 environment
Assists in the investigation (root cause analysis) and resolution of problems related to Service Now issues
Ensures the highest levels of service and system availability are attained
Plans and implements Service Now releases ensuring no impact to established integrations, workflow or processes
Mentor the Service Now team on overall support and development within the overall platform
Service Now development skills to include writing the required integration code to connect GBT Service Now to the required suppliers and specific ITIL modules
Creating, modifying or deleting required Service Now workflows supporting all modules contained within Service Now
Ability to develop required reporting dashboards to meet the needs of GBT
Ability to develop configured items, workgroups and related workflows
Knowledge in any of the following: Incident, Problem, Change, Request, Knowledge, Configuration or Asset Management

216

Technology Service Delivery Manager Resume Examples & Samples

Support from a technology perspective regulatory, OSP upgrades from inception till completion
Support from a technology perspective Off-site Visits to OSP (local and overseas)
Support from a technology perspective all audit and compliance issues raised
Support from a technology perspective Security Reviews on OSP
Support from a technology perspective Continuous Improvement
Support from a technology perspective to ensure compliance to regulatory requirements including ABS minimum guidelines
Work closely with the technology security and risk teams in the bank, in support of the Operations SDM

217

Service Delivery Manager Resume Examples & Samples

Experience with Army information technology and with delivery of technical services and enterprise solutions
Knowledge of ISO 9001, CMMI, and Lean Six Sigma
BA or BS degree or 3+ years of experience as a service delivery manager in lieu of degree
Information Assurance Baseline Certifications per DoD 8570.01-M
Possession of excellent oral and written communications skills

218

Service Delivery Manager Resume Examples & Samples

Managing projects around systems and data architecture
Responsible for multiple projects simultaneously. The projects will be capital projects involved in updating and consolidating functionality in various systems related to provider demographics
Anticipating issues and acting proactively to address potential issues
Speaking to details of the project to technical teams from beginning to end of all projects
Obtaining maximum value from Information Technology project management services
Improving processes to optimize performance and value over time
Function as the primary point of contact for Application Enablement (AE) on the project
Based upon consuming application schedule requirements and data provider deliverables schedule, determine optimal AE delivery schedule
Coordinate across internal AE technical teams to ensure projects are properly resourced and progress as scheduled
Communicate status on AE deliverables & provide notifications on completed services
Participate in project status meetings
Communicate any AE issues, risks, action items to Cross-App PM
5+ years of experience managing IT projects
5+ years of experience of solid knowledge of project management methodologies and critical path analysis
5+ years of experience with project management software and Microsoft suite of products
4+ years of experience managing multiple projects simultaneously
General knowledge of mainframe and distribution application software
Proficiency with MS Office (Including Word, MS Project, Visio, Outlook, PowerPoint, Access)

219

Service Delivery Manager Resume Examples & Samples

Manages and is responsible for the successful completion of all tasks in assigned program area including technical work; financial and business development activities
Supervises assigned technical and administrative staff; including subordinate supervisors; and performs personnel actions including hiring and performance evaluation
Directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities; negotiate tasks; and solve problems
Assures quality of program products; services; and deliverables; including participating in reviews; audits; and site visits
Performs business development activities; including the preparation and review of technical and cost proposals
Performs program financial management services; including financial analysis; budget and cost quote preparation; cost management; reconciliation; and profit enhancement
Coordinates and monitors sub-contractor activities and administers subcontractor deliverables and finances
Develops; reviews; and approves plans; schedules; consulting agreements and other program documents
Prepares and provides various reports and technical reviews to senior management as requested
Ensures compliance with relevant corporate and government policies and standards

220

Service Delivery Manager Resume Examples & Samples

Maintain the appropriate sections of the Service Management Plan (SMP), including SLA Management, Change Control, and Systems Monitoring
Coordinate Configuration Control Board (CCB) and Enterprise Change Control Board (ECCB) processes
Oversee Release Management Processes and Schedules
Implementation, Maintenance and ongoing Administration of the ServiceNow ITSM system
Ensure proper controls are in place to allow for reporting on configuration, asset and application changes
Work with Configuration Item owners to maintain the Enterprise IT asset management inventory using auto-discovery tools and other mechanisms
Responsible for collecting, analyzing and reporting metrics to support operations and contractual deliverables
Maintain program hardware, software and document configuration item baselines

221

Service Delivery Manager Resume Examples & Samples

Effective service delivery, customer SLA management, expert knowledge and practical implementation of the ITIL V3 framework
Contractual knowledge of Service Level Agreement, OLA, CSF, KPIs and Service Credit structures for specific customer services
Monitoring and awareness of the overall performance of secure networks customer services
Building service reports, delivering on them and chairing service delivery meetings, following up if service delivery is not meeting expectations
Ensure incident and problem management is carried out and that key specialist resource is brought in as and when throughout the incident lifecycle
Manage customer satisfaction, long term interests and service improvement initiatives
Building and maintaining relationships with key internal and external stakeholders
Collaborative working with senior management with input into the CSI Register
Significant experience in service and operational environments working in line with the ITIL V3 Framework and the associated service lifecycles
Service governance within a recognized process framework ISO20000 and knowledge of Chorus 2 PDCS or similar service management frameworks
Technical management of subcontract suppliers and vendors
Service Management and development of operational lifecycle processes
Experience of development and accreditation conforming to external technical standards
Knowledge of current development and service management tools
Use of PC based office tools
Relevant Degree or demonstrable experience in service environments
ITIL Version 3 Expert desirable
Member of a recognised service management body or similar
Li - RD

222

Platform Services Service Delivery Manager Resume Examples & Samples

Understand end-to end service offering & supplier makeup
Experience in RCA analysis and the need to drive to technical reviews
Strong willingness and ability to work in a matrix organization
Experience in managing change with major infrastructure
Ability to negotiate, review and address service technical and business requirements Understanding of operational requirements and relationship to designs
Storage technologies (EMC, Netapp, 3Par, HDS)
Cisco storage fabric
Backup technologies (Netbackup, Datadomain, Tape technologies)
Backup policies, retention cycles
Knowledge of Identify Management (ISIM, ISAM)
Knowledge of management devices, techniques and deployment models
Knowledge of RCA, 6 Sigma practices & Continuous Service Improvement Plans
Knowledge of Applications architectures, relationship and operation interactions between compute, network and storage elements
Experience in a hosting operations role with executive management presentation skills

223

Service Delivery Manager Resume Examples & Samples

Strong experience in a delivery role & client facing consulting engagements
Very good functional understanding and has worked with NetSuite applications
Good functional experience with business & e-commerce processes
Detailed understanding of common business practices related to Accounting, Sales Operations, Quote-to-Cash (including billing, revenue management, subscription software, professional services, purchasing and fulfillment)
Self-starter, possess high aptitude to accept complex assignments, analyze problems, provide effective solutions and lead project implementation
Business savvy attitude with the ability to transform end user needs into technical requirements
Ability to build excellent working relationships within cross-functional teams to effectively communicate and coordinate projects to both technical and non-technical team members
Bachelor's degree in Engineering, Computer Science, or Mathematics
Works as part of a team to develop and cost proposals for new deals, extensions and ad-hoc service aspects
Creates networks with key contacts
Sets and manages the client’s expectations
Designs and implements changes to processes and methods
Manages costs and profitability
Implements efficiency improvements
Is aware of the cost incurred in making changes and evaluates these against the benefits that would result
Develops improved documentation methods
Interprets internal/external business issues and recommends best practice
Is able to relate the Capgemini business plans to own area business plans
Develops innovations
Keeps abreast of technology changes and their impacts in own sphere
Develops and reuses practical solutions within own technology area
Has a reasonable understanding of issues in managing a global business
Provides material to assist in the communication of the vision to staff
Undertakes analysis of user and business requirements, with particular regard to their impact on existing systems and environments, and produce an appropriate business and/or system design
Assists in the construction and implementation aspects of delivery
Has a (deep) understanding of the business and business processes
Knows how business processes are integrated and their dependency upon / relations with ICT applications

224

Service Delivery Manager Resume Examples & Samples

Experienced in ERP Platform – Management skills with the experience leading a multi-location team; must be self-driven and assertive in moving project forward
Excellent communication, presentation and writing skills required
Experience delivering ERP services to a global company and managing the associated P&L Experience / Expertise / Knowledge in
Experience in Optio, Cyberquery would be an added advantage
Experience in Peer testing and code reviews would be an advantage
Automotive business domain knowledge – Desirable, would be an added advantage
Lead multi-location ERP team in client environment in support of application management and deployments of QAD / Progress DB ERP system
Collaborate with teams supporting affected applications, business users and plants
Lead an application teams of 50+ resouces in multiple locations supporting the operations, deployments and multiple projects across multiple clients. Managing the entire ERP life cycle of the application
Drive operational improvement, solution new project work and maintain client satisfaction
Identify new opportunities and work with the client and other suppliers to provide an ERP application road map
Effectively communicate to different levels of management (internal and client) providing various status, problem resolution and progress reporting in a way to ensure confidence with the client
Communication with Cross-functional teams; Manage the P&L and client satisfaction
75% Maintain operational integrity of the Global ERP environment, drive operational improvements, address application incidents as needed and drive ITIL based processes throughout the ERP delivery team
15% Working with sustain team and internal PMO in driving resource requirements to complete the project work
10% Effectively communicate to different levels of management (internal and client) to report on project status, escalation of issues and in a way to ensure confidence with the client
2-5 years Experience working with global teams

225

Service Delivery Manager Resume Examples & Samples

Operational Leadership
Process leadership
KPI & Metrics management (Delivering service that meets SLAs and achieves high level of customer satisfaction)
Achieving customer’s productivity improvements
People and Communication
Collaboration across the Enterprise (Cross functional seamless execution) and (Developing strong relationships with customers and internal teams)
Accountable for managing service delivery
Serve as primary contact for customers
Provide a focus for SLA management and customer satisfaction across the customer base. Ensure systems and structure for SLAs and client satisfaction are in place and effectively used
Provide technical expertise (if Needed) problem analysis, and process evaluation, while maintaining focus on operational empathy
Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
Ensure and monitor processes are in place to pro-actively protect consistent service quality through management of change control and acceptance into service delivery
Ensures resources, capabilities and capacity to meet both existing and new business demands
Provide expert problem management support to difficult, high profile customer issues and ensure a corrective action plan is followed
Oversee the integration of all service delivery and constantly improve the quality and inter-working of delivery service for clients
Ensures tools and technological platforms are in place to support customer environment

226

Service Delivery Manager Resume Examples & Samples

Certifications in P&C like INS 21 etc. are desirable
College or equivalent educational qualifications required
Operations Management experience with P&C customer is preferred
Managed 30+ employees in Operations management functions
Exceptional ability to develop and manage results-oriented environment
Advance skills in building and retaining relationships with clients
Must have verifiable ability to improve Operations management performance
Understanding of Operations management technology such as quality audit tools as well as workforce management analytics
Strong leadership skills required; ability to mentor and develop staff
Certifications in P&C space like INS 21 etc. are desirable

227

Service Delivery Manager Resume Examples & Samples

5+ years of successful project development/deployment experience and experience in customer facing roles and organizations
Deployment experience with mobile device programs and wireless/wired infrastructure is a plus
Demonstrated customer engagement and project management experience
Demonstrated ability to travel
Ability to work independently and maintain accountability to management
Ability to influence others at all levels that are not under direct control
Ability to structure and lead professional services engagements
Project management skills, ability to prioritize and meet deadlines
Team builder with ability to address organizational boundary challenges
Self starter, adaptable, flexible
Innovative, entrepreneurial spirit…passion for the task and the business
Strong message preparation and presentation skills
Works collaboratively and builds relationships with other professionals, customers, and third party services professionals
Must live in or willing to relocate to the Phoenix market
Experience Required
5 - 10

228

Service Delivery Manager Resume Examples & Samples

Advocating for the Customer and Verizon to the benefit of the operations management and service relationship for eCommerce type systems
Improving system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods
Managing day to day operations of a large e-commerce N-Tier operation including incident management
Synergizing Verizon complex solutions to provide seamless and consistent set of customer touch-points
Adopting advances in practices and programs
Providing deep subject matter expertise on customer systems
Translating customer priorities and business direction into Verizon Business action
Work with a large, strategic client operating large, highly secure corporate and e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases
Consult with clients on strategic, organizational, and operational challenges with their systems
Directly and indirectly manage Sales, Services, Operations and Account Management personnel throughout the client delivery lifecycle
College Degree preferred and 5+ years’ experience in successfully managing large complex, IT systems from an operational management perspective (i.e. 24/7 operational availability)
Demonstrated ability to handle incidents and run outage calls
Demonstrated ability to build and maintain long-term, client relationships
Demonstrated ability to develop and implement client-driven organizational infrastructure
Demonstrated ability to develop and expand services within existing accounts
Demonstrated ability to understand business and technical issues in a variety of industries
Experience with technical projects such as software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations
Must be able to manage small to medium sized projects using industry standard tools and methodologies
A solid understanding of overall business functions and the impact of technical decisions on business results
Must have high energy and drive to solve problems

229

Service Delivery Manager Resume Examples & Samples

Bachelor’s Degree is preferred in Business, Technology, or Programming
5 to 7 years of experience applying your technical background in a client-facing role
Strong hands-on or conceptual-level understanding of telecommunications, virtualization, networking, Microsoft & UNIX technologies, hardware & software, and ability to learn custom applications
Must be able to manage small and medium sized projects using industry standard tools and methodologies
Strong relationship development skills and issue resolution capabilities
Excellent documentation, communication and interpersonal skills

230

Service Delivery Manager Resume Examples & Samples

Work with one or more strategic clients operating large, highly secure corporate or e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases
Bachelor’s Degree Preferred
8+ years of leadership experience in the Information Technology sector
10+ years’ experience in successfully managing complex service delivery activities in a client services industry

231

Service Delivery Manager Resume Examples & Samples

Coordinating Change Request resources
Will review project scope and project charters
5+ years experience in successfully managing large complex systems from an operational management perspective

232

Service Delivery Manager Resume Examples & Samples

At least 2 years experience with Smart Cloud Control Desk (SCCD)/Maximo
At least 2 years experience working with customers
Experience with compliance, change coordination

233

Service Delivery Manager Resume Examples & Samples

Increase Honeywell component time on wing, reduce delays and cancellations by partnering with Services Reliability center of excellence team and utilizing tools, systems and processes to optimize product reliability
Ensure airlines’ and Honeywell’s component service solution contract key performance indicators (KPI) and economics are achieved, as well as drive continuous improvement
Provide customer support and interface by attending airline reliability meetings to provide status updates and recommendations for improvement
Work cross-functionally with the airline and Honeywell’s teams to optimize customer service, performance metrics and contract economics. The successful applicant will possess the necessary drive, communications skills, and influencing skills to enable effective collaboration with multiple-tiered organizations to execute the responsibilities
Monitor key airline KPIs (delays & cancellations (D&Cs), removal rate, etc.) related to reliability and proactively partner with airline leaders to identify issues, make recommendations and assist with implementation
Analyze and identify removal data – identifying top removal drivers, repeat removal candidates, and work with Customer Business Team and Product Support Engineer to drive actions plans to reduce removals
If above fleet average, to understand drivers that contribute to better than expected performance. Leverage findings with Reliability Center Of Excellence and other carriers to improve their time on wing---collect and disseminate best practices
Coordinate logistics/scheduling of reliability service bulletins that need to be incorporated into the fleet
Identify opportunities for better diagnostic and troubleshooting approaches to increase efficiencies and reduce maintenance time and effort
Attend regularly scheduled airline reliability review meetings to provide updates and recommendations to improve reliability, D&C’s and other key metrics
Analyze, prepare and deploy repair and inventory strategies and tactics to optimize Component Service Solution contract performance---TAT or service level commitments and economics
Analyze and work with customer and planning teams to determine appropriate level of inventory (HON global pool and airline’s on-site) to support TAT or service level targets
Determine location of PNs inventory at global pool and airlines on-site (base & out-station locations)
Partner with airlines to monitor inventory levels at customer locations of Honeywell and airline owned assets
Reconcile discrepancies on inventory levels and submit final reconciliation to finance for review
Track actual performance vs. contractual obligations
Active member in Customer Core Team call (Daily, Weekly) to review customer account status
Prepare and present contract performance review with customer & HON leaders at weekly, monthly and quarterly reviews
Monitor and review Open Order Reports – daily
Proactive identify late deliveries and determine when asset exchange are required to support component service solution contractual commitments. Execute exchange process with Honeywell team---ship from pool, HAT procures in open market, late fees
Interface with HON and Customer AOG desk as needed, to support critical requirements
Monitor Open Core Reports – daily
Ensure cores are returned to HON within contractual agreed timeframe
Be point of contact to resolve service related issues (e.g., late deliveries, paperwork, 8130 tags, ship to wrong address, etc.)
Develop tools & processes for automation (where possible) to ensure efficiencies are realized
Work with customer on upgrade programs related to AD related requirements as outlined by governing bodies
Support deal team during contract negotiations----provide analytics, present recommendations and ensure component service solution contract renewals and win additional business
Flight hour data collection and reconciliation (as it pertains to contract)
Approval of monthly flight hour invoices as prepared by finance and executed by billings team
Bachelor degree and 5 years aviation industry experience. Technical and Aviation related training/education/experience strongly preferred
Airline reliability and maintenance experience
Practical IT knowledge/background specifically as it relates to product performance management reporting infrastructure
Strong analytical skills and ability to present data in a meaningful and relevant way to improve decision making
Articulate; excellent communication skills (written, verbal, public speaking) required
Experience working with Aerospace customers (OE and/or Aftermarket) required
Demonstrated program management skillset and strong financial acumen and analysis required
Demonstrated impact of leadership ability, including direct / influence management skills and a proven track record of integrating functions or businesses
Recent experience in working with the following IT/ERP systems strongly preferred: SAP, Business Objects, HAvRel, FOCUS, SFDC, EIPT, multiple legacy reliability systems, and QDS data
Experience with ATR products, and their respective product performance management systems is strongly preferred
Black Belt or Green Belt work experience preferred
Arabic nice to have

234

Finance Service Delivery Manager Resume Examples & Samples

An online assessment might be part of the procedure
Please make sure you upload your resume and cover letter to the specific application
For more information, please contact Jan-Kees Stout, Senior Talent Resourcing Partner, JanKees.Stout@akzonobel.com

235

Service Center Service Delivery Manager Resume Examples & Samples

Responsible for managing Global Service Center Support including
Cloud Management
Platform as a Service (Paas)

236

Service Delivery Manager Resume Examples & Samples

5+ years of experience of leading similar services in a high-dependency real time environment
5+ years of experience of successfully optimising processes and delivery to ensure effectiveness and efficiency
5+ years of experience successfully leading teams of practitioners in the area of end-user computing disciplines
3+ years of experience managing outsourced IT functions
Experienced in management and motivating teams
A combination of education, training, and experience to degree or higher in a related discipline
ITIL Expert qualification or practitioner qualifications in relevant disciplines highly desired
Strong knowledge and experience of Microsoft Office Suite
Knowledge of standard reporting tools and techniques
Working knowledge of HP Service Management, ServiceNow or similar service management toolset
An experienced practitioner in Service Management with particular focus on end-user computing service delivery
Highly developed interpersonal skills with demonstrable ability to build rapport and train others to deliver efficient service with focus directed at others
Demonstrates flexibility, taking into account new information or changed circumstances and modifies understanding of a problem or situation accordingly
Able to simplify complex situations and make timely decisions on best course of action
Able to remain calm under pressure, prioritize and focus attention of self and others on the important and urgent issue in hand
Able to establish relationships with people from a variety of backgrounds and is an effective and sensitive communicator in different societies and cultures
Conveys confidence and professionalism, positively influencing and persuading others to take a specific course of action when there is no direct line of command or control

237

Regional Service Delivery Manager Resume Examples & Samples

Consulting Service Level Requirements, setting measures and Service Targets and managing Infrastructure Service Level Agreements, measuring and reporting Key Performance Indicators
Ensuring that the quality of infrastructure services meets current and future business requirements
Securing Company’s information assets through establishing and maintaining rigorous management and security controls
Planning and managing IT Service Continuity Plans and Recovery Procedures
Planning operational and capital budgets and managing cost effective IT spend
Providing end user IT support to business customers
Managing back-office and client estate infrastructure components

238

Service Delivery Manager Resume Examples & Samples

Supplier Performance Management. Monitoring of supplier performance against agreed Service Levels within an outsourced delivery model. Key activities will include: Management and tracking of Service Credits, Support documentation review and up-date etc
Participate and provide support to the Service Delivery Manager / Function in the day to day governance and administration of Service Management tasks
Provide support to the Service Delivery Manager across the Service Reporting cycle
Populate Service Reports in accordance with agreed template standards and timelines
Generate the required volume Incident & Change reports
Provide value add trend analysis and review of KPIs & Service Quality metrics
Ensure all assigned Operational Service administrative tasks are fulfilled in accordance with agreed standards / Service Schedule
Conduct regular Operational level reviews with nominated points of contacts –peers on performance and compliance to Service
Ensure relevant service documentation, configuration items are maintained, regularly reviewed and up-dated as required across the Service Life-cycle. (Service Packs, Support Briefs, Service CIs)
Maintain and document up to date view of Operational -Service risks (Risk Register)
Provide support as requested on assigned Service Transition & Operational Readiness tasks under the supervision / guidance of a Service Delivery Manager
Exposure to Operational Service Management in an IT Infrastructure or Hosted Service Environment
Experience of Service Reporting & Service Management task administration
Knowledge and experience in multi-platform Technology environments
Experience and aptitude for managing stakeholders relationships
Ability to influence and lead technical conversations with various technical support groups
Knowledge and understanding of ITIL processes
LI-AK1

239

Payroll Service Delivery Manager Resume Examples & Samples

Ability to communicate clearly and technically in both written and verbal communications
Experience in the payroll or benefits outsourcing or consulting industry
Understanding of enterprise software solutions or business application software with the ability to troubleshoot and configure that software
Experience with Dayforce HCM or similar cloud payroll technology
Demonstrated analysis, troubleshooting and problem solving skills
Solid understanding of Human Capital Management business processes
Ability to lead requirements gathering sessions and facilitate client and internal meetings
Ability to multi-task and perform effectively under pressure while working with cross boundary internal and external groups and clients
Ability to work with all levels within a client organization
Strong relationship building and client advocacy skills
Ability to learn and assimilate information quickly with a desire to continually learn
Intellectually curiousity with the ability to comfortably dig for information with customers and internal resources
Bachelor’s degree in business, information systems, human resources or equivalent experience
Strong knowledge of payroll, benefits or human resource operations processes
3+ years experience providing human capital management consulting as an analyst or working in service delivery interacting directly with clients, preferably in a managed services or large, high volume multi-state multi-national environment in payroll, benefits or human resource operations
Customer management and project management experience is required
Ability to manage multiple, concurrent ongoing client support and participate as a Subject Matter Expert in new client implementations and deliver high-quality results in a fast-paced environment
Must have strong organizational skills, time management skills with multi-tasking ability, strong customer focus, analytical and problem solving skills and the ability to work independently and in a team environment
Ability to facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps
Experience in transferring knowledge to others (coaching & mentoring)
Strong team-play skills, especially in high-pressure, fluid situations
Understanding of file feeds, XML and SQL
Proficiency in Microsoft Word, Excel, and PowerPoint and experience tracking information in case management systems
Have enthusiasm, a strong work ethic, and optimistic attitude
Ceridian product knowledge desired
CPP, FPP, CBP, SPHR/PHR, SHRM- SCP/CP certifications highly desired
This role performs as the primary point of contact orchestrating all managed services support activity within the Ceridian Managed Services team for their client(s) with the goal of exceeding client expectations and providing a superior customer experience. Also responsible for troubleshooting, consulting and enhancing the client experience, by guiding them through the applicable functionality, product release notes, enhancements and system fixes
Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs and tracking account activity
Troubleshoot customer systems and business issues, providing recommendations for solution; routes timely and complex systems issues to correct technical resource through the case management system and monitors the issue to resolution
Engage cross-functional resources both internally and externally with customer organizations to solve problems or implement systems changes
Understand and help facilitate key annual business calendar projects and requirements with various internal resources to include Year End and Annual Enrollment activities
Assist customer with internal end-user support and customer procedures, as they pertain to the usage of the HCM product suite
Recognize and monitor escalations, assist in researching or providing root cause analysis and adhering to client SLAs
Complete first tier systems configuration changes and test to ensure the application changes work as designed to meet client needs
Understand and explain systems features and benefits of the product line as it relates to customer needs
Have an “I own it” attitude about deliverables and projects from start to finish
Facilitate client weekly or biweekly account reviews and quarterly business reviews
Process Improvements – participate as a SME in quality improvement projects; lead and support internal organizational change initiatives; recommend product enhancements that will benefit our clients or the managed support model
Seek out and embrace feedback, take on assignments that challenge and improve skills

240

Mau-service Delivery Manager Resume Examples & Samples

Knowledge management strategies
Risk mitigation strategies
Identify training needs (entire team)
Manage relationship with the onshore Managers
Transition planning and execution
Execute process improvement ideas
Ensure process consistency through individual established metrics
Account development (additional business from existing customers)
Operational improvements
Coaching and mentoring of Team Leaders
Implement and anchor key HR processes for the team; performance management, promotions, normalization of the team ratings and recommendations on rewards
Ensure that communication from the senior management is cascaded down and shared with theentire team
Design the right pyramid structure for the project and the right skill mix of team
Manage and motivate performance of the team through reviews, coaching and development
Build a second line for all key roles and persons
Ensure that the training needs of the team are identified and met
Participate in recruitment initiatives
Facilitate knowledge sharing and capture within and across teams
Participate in organizational training initiatives as a trainer
Requires minimal supervision on the job: Independently works under broad guidelines and follows principles of project management and quality guidelines when designing and implementing a solution; refers to supervisor typically for exceptions
Drives end to end system implementation involving interaction with multiple stakeholders
Independent Decision
Diploma or Degree holder in IT
At least 6-7 years experience in software development, testing or support environment
At least 5 years experience in project/program management
English Communication,verbal and Written
Influencing
Motivation
Team Player/Focus
Customer Service orientation
Presentation
Resilience
Delegation
Meeting Objectives
Planning & Organizing
Quality Orientation
Information Gathering
Ethics and Standards
Computer/IT Literate
Proven knowledge of process methodology and ability to develop and improve process

241

Service Delivery Manager Resume Examples & Samples

Prior availability manger experience a plus
Experience communicating with client executive management
Prior experience supporting a 24/7/365 support model in a large Enterprise environment
Demonstrated leadership skills including multitasking and effectively handling simultaneous client requests
Extensive experience leveraging vendor hardware and software support organizations
Knowledge of Power and Storage hardware and AIX software
Performs other duties as assigned by management, in addition to the primary responsibilities and requirements of the job
In depth knowledge of mainframe hardware technology and its software products,
Ability to leverage support organizations to resolve hardware and software issues,
Must be comfortable communicating with client executives
Ability to multi task and handle numerous issues at one time,
Ability to remain calm under pressure and while juggling multiple issues,
Demonstrated leadership skills,
Ability to multi-task and effectively handle simultaneous client requests and
AIX software experience is required

242

Service Delivery Manager Resume Examples & Samples

Be directly responsible for revenue, margin, and use targets for the team
Promote achievement of revenue and margin requirements across your region
Partner with the Consulting Operations team to ensure project staffing and profitability requirements are met
Work with the EMEA consulting enablement lead to ensure appropriate training is available
Handle change management and escalations
Ensure the Consulting team is creating quality documentation, including any internal documentation needed for Red Hat knowledge sharing
Create efficient and qualitative proposals for customers by ensuring all needs are defined through analyzing the customer's environment and expectations
Develop relationships with key business stakeholders to grow revenue within each account by continually selling and delivering new projects
Coordinate with the Marketing team to lead services opportunity plans and campaigns for accounts within your assigned region
Work with internal stakeholders to gain internal statement of work approval and delivery
Build interpersonal relationships with other Red Hat departments and act as a trusted advisor to major Red Hat customers
Bachelor's or master's degree, or equivalent technical training or experience within a consulting practice
Technical background, with experience in both architecture and technical consulting
Direct, hands-on experience in people management through managing a team, including a successful record in talent development within the team
Experience in customer-facing positions as a professional services consultant or engineer
Knowledge of project management processes and experience with revenue-based project reporting
Excellent cross-functional communication skills
Demonstrated expertise in sales, or supporting the sales of professional services, including developing statements of work, pricing, large-scale proposal development, and client development
Familiarity with enterprise architecture and application development and infrastructure
Ability to understand the technical impact of projects from supportability, scalability, and repeatability aspects, as well as the business impact to both Red Hat and customers in delivering and scoping projects
Established sustainable network of customer relationships
Understanding of the Red Hat business strategy and economic model; good business insight and judgment
Willingness to travel up to 50%

243

Service Delivery Manager Resume Examples & Samples

Bachelor's degree; MBA is preferred
Understanding of Red Hat's business strategy and economic model, as well as good business insight and judgment
Demonstrated expertise in sales or supporting the sales of professional services, including developing statements of work, pricing, large-scale proposal development, and client development
Direct, hands-on experience managing a team, including a successful track record in talent development within the team
Experience in customer-facing positions as a professional services consultant
Knowledge of project management processes and experience with revenue-based project reporting; PMP certification is a plus
Established, sustainable network of customer relationships
Proven ability to understand the technical impact of projects from supportability, scalability, and repeatability aspects, as well as the business impact to both Red Hat and customers in delivering and scoping the project

244

Service Delivery Manager Resume Examples & Samples

Work with the Europe, Middle East, and Aftica (EMEA) consulting enablement lead to ensure appropriate training is available
Experience managing teams of 7+ people
Demonstrated expertise in supporting the sales of professional services including developing statements of work, pricing, large-scale proposal development, and client development
Direct, hands-on experience in people management through managing a team, including a successful track record in talent development within the team
Excellent cross-functional communication and people management skills
Proven ability to understand the technical impact of projects from supportability, scalability, and repeatability aspects, as well as the business impact to both Red Hat and customers in delivering and scoping projects
Willingness to travel up to 50% or more

245

Service Delivery Manager for Application Management Service Resume Examples & Samples

Experience (7+ years) in managing project/delivery manager teams – should have demonstrated Strong leadership, facilitation, negotiation, mentoring and personnel management skills
Expert in industry, SAP standards and methodologies for Operations (ITIL v3, CCoE, ITSM, TCO and E2E Operations / Run SAP like-a-factory)
Worked in hybrid environments - cloud, partner centric, virtual teams – with relevant experience in delivery of Outsourcing, AMS and Hosting engagements
Should have participated several SAP projects with Strong focus on quality and driven by results (financials)
Support Presales team - Thorough understanding for SAP products (inclusive cloud), services and ability to support sales team
PMP Certification plus
Services mindset

246

Junior Service Delivery Manager Resume Examples & Samples

Co-ordinate and review Service Reports and System Logs for accuracy and completeness before delivery to the customer(s)
Attend Problem Reviews for the Service Line, ensuring key business points are discussed and actions agreed
Demonstrable knowledge of ITIL
Good verbal and written communication skills at all levels
Ability to work under own initiative and work as the escalation incident manager on an out of hours support rota

247

Service Delivery Manager Resume Examples & Samples

Build professional relationships with key client staff
Monitor overall performance of services
Good communication around issues and opportunities – get things done, make things happen
Collaborate with senior management on client account management and growth
Ensure operations teams are aware of changes and are prepared
Prepare and present service reports
Service reporting and sponsoring service delivery meetings with assigned clients
Pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
Remove all obstacles to customer satisfaction and / or financial performance
Communicate across organizational boundaries – from engineers through to senior managers
Looking out for client’s and SunGard’s long-term interests
Follow up if service delivery is not meeting expectations
Work with the client and operations teams to identify and manage service improvement activities
Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services organization
Ability to follow established best practices for service management and delivery

248

Healthcare Operations Service Delivery Manager Resume Examples & Samples

Bachelor’s Degree or equivalent healthcare experience required
Proven ability to manage multiple projects simultaneously
3-5 years of client or project management experience with 5 years of healthcare operations experience
Excellent PC skills; including Excel, Visio, and Sharepoint
Analytical approach to issue resolution
Advanced knowledge of healthcare operations a plus
PMP or Six Sigma certification a plus

249

Service Delivery Manager Resume Examples & Samples

BS in Information Systems or related field required
Proven ability to manage multiple client projects simultaneously
3-5 years of client and project management experience with 5-7 years of healthcare data analysis experience
Excellent PC skills; including Excel, Visio, Project, and SharePoint
Advanced knowledge of healthcare data and the healthcare industry
Proven project and matrix management skills
Analytical approach to client deliverables
Experience with relational database models is a plus
Experience in application of, and reporting on, evidence-based medicine \ quality of care standards a plus
EMR/EHR experience a plus
Familiarity with hospital information systems and reporting (quality or financial) systems a plus
Experience with SQL required and SAS a plus
PMP, Six Sigma, or Lean Methodology certification a plus

250

Service Delivery Manager Resume Examples & Samples

To be the Partnership’s advocate for service performance quality across the contract
Client engagement & communication, including acting as an escalation point for service non-delivery and during major incidents
To report to the Operations Director and work closely with the Head of Performance & Risk along with the supplying businesses to collectively set direction for the business
Engage with Barnet staff to understand informal needs and challenges, feeding this intelligence into the Partnership senior management team and into Service Improvement Plans
Consolidating, reviewing and reporting detailed performance data against key indicators and associated commentary, also using them to generate actionable improvements to services offered
Own risk management for the CSG contract, ensure appropriate processes and mitigations are in place across the CSG delivery units and escalating as required
Conduct regular service reviews including assessing Continuous Service Improvement Plans
Own the overall Partnership Disaster Recovery /Business Continuity process, including consolidating and reviewing the associated plans from the providing service areas
Proven Service Management background within a large scale outsourcing organisation
Knowledge of Local Government including how it operates along with typical priorities and challenges
Experience of working with third party suppliers, including ownership for service management
Regular SMT level engagement in a range of organisations

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