Service Delivery Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the service delivery job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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E Stracke

Emmanuelle

Stracke

974 Watsica Island

Detroit

+1 (555) 493 8238

974 Watsica Island

Detroit

Phone

p +1 (555) 493 8238

Experience Experience

Chicago, IL

Service Delivery

Chicago, IL

Purdy Group

Chicago, IL

Service Delivery

Evaluate, establish, and implement policies and procedures relating to database management, security, maintenance, and utilization
Minimize exposure to service credits work with customer support team and incident manager
In addition to supervising a team of project managers and consultants, will also act as the project manager on a reduced number of projects
Provide detailed and comprehensive status updates of orders in a timely manner on the system
Work with the Internal sales contact to define and agree a schedule encompassing all delivery activities, milestones and key dependencies when necessary
Ongoing assessment of the existing environment with a relentless focus on continuous improvement
The Client provides the monitoring tool ? which is an application monitor of monitors configured specifically for the environment

Los Angeles, CA

Service Delivery Technician

Los Angeles, CA

King-Goodwin

Los Angeles, CA

Service Delivery Technician

Establish good working relationship within team and other IT groups that come into daily contact with
Maintains Asset Management
Identify, coordinate and complete Service Delivery projects assigned by Service Delivery Team Leader or Regional Service Delivery Manager
Contribute to a teamwork atmosphere among colleagues
Assist with testing and evaluating various software applications in support of future deployments
To work in partnership with customers and other IT professionals to resolve associates IT problems, queries and change requests
Assist with departmental moves, adds, and changes

present

New York, NY

Analyst, IM Service Delivery

New York, NY

Shanahan-Wunsch

present

New York, NY

Analyst, IM Service Delivery

present

Perl, Shell, Sql & PL/Sql scripting for Alerts, Monitoring, Reporting & Auditing etc
Handling Production environment, adhere to SLA and manage ticketing systems
Responding and resolving issues as per SLA
Advises on policy and procedures covering the selection of suppliers, tendering and procurement
Perform SSO Configuration & Troubleshooting related to Oracle Apps & Fusion Middleware
Remediate and resolve monitoring alerts
Patching of Windows Servers

Education Education

Bachelor’s Degree in Computer Science

East Carolina University

Bachelor’s Degree in Computer Science

Skills Skills

Strong Communication Skills, good analytic and Project management skill
Strong technical background in OSP, IP/MPLS, Transmission, Voice, Microwave and GPOPN
Ability to work in a team environment, which may be local, global, virtual, or multi- functional
Ability to build and maintain ongoing relationships with customers, peers, and support partners
Proficient in professional oral, written and telephone communication skills
Strong presentation skill
Understand and begin to apply basic project management skills
Basic understanding of high availability system environments, if applicable
Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve all routine problems and some moderately complex problems
Working knowledge of administration or technical skills/knowledge in relevant areas

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Cib-agent Lending Global Operations Service Delivery Resume Examples & Samples

Management of designated client relationships, ensuring that a high level of service quality is maintained
Subject Matter Expert for VPR (Views Portfolio Reporting) the online tool used by clients
Identify client training opportunities and assist in the client in being able to self serve through the available tools
Co-ordinate the sharing of client service/relationship information
Ensure that all inquiries (internal and external) are entered into Service Desktop, looking for opportunities to proactively improve the client experience
Instruct on client requests related to amending program parameters including but not limited to; asset restrictions, lending limits and borrower limits/restrictions
Instruct and monitor client initiated loan recalls and follow-up with appropriate Ops personnel until complete
Responsible for delivery and accuracy of all clients reporting
Results Driven
Financial Services experience and a working knowledge of the Agent Lending product
Ability to work to multiple deadlines and prioritize appropriately
Proficient in using MS PowerPoint, Excel and Word
Experience in a client relationship management/service environment is highly preferred

L Active Directory Service Delivery Resume Examples & Samples

Domain Controller Configuration
Domain Controller Deployment (2008 R2/2012)
Troubleshoot Active Directory Replication and Health Status
Leverage Monitoring tools in the diagnosis of Active Directory errors
Utilize 3rd party vendor instrumentation to baseline performance and make recommendations for enhancement
Develop tools and scripts to maintain the Directory Services data and infrastructure
Interface with customers to troubleshoot Active Directory related application dependencies
Troubleshoot Active Directory DNS and legacy WINS infrastructure

Service Desk Service Delivery & Client Management Manager Resume Examples & Samples

Manage the outsource business in EMEA region to
Ensure service provider meet the service level agreement
Deliver their services in accordance to Citi's information Security Standards
Ensure service provider have a tested Continuation of Business plan in place to ensure operations are not affected in the event of disaster
Facilitate the provision of Citi's tools to Service Provider
Ensure the operations meet the applicable country laws and regulations
Responsible for the budgeting, expenses and cost allocation of the business to ensure it meets the expense expectation of the Management and client
Responsible for managing the relationship with the client (Country CTI Head) to ensure service level objectives are met and provide oversight management on their escalations
Responsible for the execution of strategic business initiatives such as transition service desk operations to IBM premises
Responsible for driving continuous process, tools and service improvement
Interface with regional CTI senior management and Business Heads, building relationship, provide regular updates and support their vision and initiatives
At least 5 years of managerial experience in a call-centre or service centre experience
Experience in leading and developing team members that support operations
Experience in working with vendor providing outsource services and managing service level and key performance indicators
Proven track records of managing change and implementing complex initiatives within a call centre or back-office production environment
Knowledge in End-User-Computing products and services
Understand the information security, risk & control and data privacy requirement of a financial institution
Knowledge in outsourcing contract negotiation and administration
Excellent customer service oriented skills
Contract negotiation skills
BS/BA Degree or equivalent
ITIL certification

CIB Operations Service Delivery Resume Examples & Samples

Full accountability for the E2E query resolution raised by clients. These queries will include, but not be limited to Settlements and Corporate Actions, Tax and Income. This will involve detailed discussions/handholding with operations on processes and actions to be taken therein
Building relationships with clients to understand client behavior and requirements
Drive resolution and management of client queries, leveraging internal teams globally and regionally as appropriate. Identify Service Requests and Service Delivery Issues for CSAMs to address; as well as any daily activities that may impact client satisfaction
Daily contact with clients by email and phone calls. Attend client meetings and calls with CSAMs when required
Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact
3+ yrs experience in Custody Business and/or portfolio servicing environment or other securities related industry
Extensive knowledge of financial markets and instruments, both domestic and global is an advantage. A good understanding of trade and cash settlements is also required
Strong focus in client service management, communication and delivery
Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge
Focuses on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals
Proactively responds and adapts to change - supports and influences strategies to enable business transformation and enhancement
As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients. Business Thai skills (Verbal & Written) will be an added advantage

O&t-service Delivery Head Resume Examples & Samples

1 year minimum current HR Shared Services experience in Service Delivery * 3 years minimum current HR Shared Services experience * Extensive experience working within the HR shared services and payroll area with a minimum of 10 years experience
Very strong knowledge and experience of leading re-engineering and change within an organization across multiple countries
Excellent working knowledge of HR business processes
Extensive knowledge and experience of operations management tools, methods and techniques
Excellent organizational, communication, negotiation and influencing skills

Wintel Automation Service Delivery Resume Examples & Samples

Provide successful onsite delivery of automation solutions for Windows Server 2008, 2008 R2, 2012 and 3rd party solutions for the firm globally using the Microsoft System Center suite, focusing on Orchestrator & Service Desk
Review & contribute to engineering designs, then implement with System Center and 3rd party software solutions
Be an effective part of a large and cross-functional team managing a large scale enterprise server estate; contribute to the cohesion of the team and continuous maturation of the estate's hygiene program
Keep current knowledge in core Microsoft Windows Operating System, Microsoft System Center, Active Directory, DNS, DHCP and other core technologies
Ensure that LOB customer needs are met
Research technical issues, write papers, and deliver presentations on implementation, best practices and optimization of Windows Server issues
Work with the software packaging and development teams to build and test custom solutions and packages
Educate clients on software & solution usage and maintenance
This role requires both broad and deep technology knowledge and the ability to architect a solution by mapping a customer business need to a technology solution
More than 10 years' experience required deploying, managing, monitoring and remediating Windows Server 2003, 2008, 2008 R2 & 2012 operating systems in mid to large environments
Must be able to troubleshoot all aspects of the Windows server stack effectively and understand the product flow of patch management, software distribution and logging in detail
System configuration & compliance management with SCCM
System monitoring & alerting with SCOM
Working knowledge of MS SQL Server database administration/reporting
Working knowledge of .Net & C# programming languages
Working Web server administration & operation using IIS
Comprehensive understanding of the other System Center Products and how they integrate with SCSM & SCORCH
Working System Center Orchestrator Experience - Deployment of infrastructure - Integration of runbooks with SCSM, SCCM & SCOM - Creation and troubleshooting of runbooks
ITIL Foundations experience in Incident Management, Problem Management, Change Management & Service Request Management
Must be a self-starter who is capable of making things happen
Passionate in learning the latest technology advances in Windows Server and MS System Center and how it can be applied to improve the estate at the firm
Goes the extra mile to exceed our customers' expectations
Proven track record in solution implementation and troubleshooting
3-5 years of Windows OS deployment, configuration and monitoring experience
Strong desire to make a difference for people and organizations through technology
Current MCSE is preferred
Candidate must have effective verbal, written, and presentation skills at all levels of the organization
The role requires strong personal organization, time management, and project management skills

Unix Automation Service Delivery Resume Examples & Samples

Proactive review of environment to suggest/develop new configuration management policies
Lead and influence the development of standards and decisions regarding changes to systems/applications, and provide technical leadership and vision
Articulates the business value and impact of advanced technical and non-technical information with ease and knows when to seek senior management assistance
Knows when to escalate issues or seek assistance from senior management
Documents medium-to-large scale projects and delivers presentations with little or no supervision
Affects change within sphere of influence and leads development of innovative improvements
Experience implementing zero touch data driven automation with subsequent monitoring and reporting on operational success
Experience working with either Solaris or AIX
Understanding of security best practices for multi-tiered operating systems
Development skills leveraging C & C++ languages
Understanding of backup process, system monitoring, performance tuning, disaster recovery, and scripting for Linux, AIX and Solaris based OS
Working knowledge of Oracle clustering and ASM and/or Sybase a plus
Configuration management: CFEngine 3, Chef or Puppet
Operating System: Redhat 5/6/7, AIX 5/6/7 Solaris 10
Familiarity with monitoring tools such as Tivoli and SNMP
Automated infrastructure orchestration and virtualization management: VCAC, ITPAM
Working knowledge of enterprise infrastructure such as compute (HP, IBM, Cisco UCS) Storage (XIV, EMC, HDS, NetApp), connectivity (Cisco, Brocade) database clusters (Sybase, MS SQL, Oracle)

Rohq-ap-service Delivery Resume Examples & Samples

Provide quick and on-the-spot response to simple queries such as payment status requests and Incident ticket status information via phone
Guarantee an immediate response with minimal wait time for the customer
Handle escalations/complaints real time
For concerns which cannot be completely resolved real-time, the role shall take full ownership of the case by raising an Incident which is tracked and monitored according to SLA
Perform ad hoc tasks as required by the team
Participate in center-wide activities as needed
Basic computer operations knowledge; able to multitask effectively
An ability to handle irate customer situations effectively and empathize with customer with a courteous voice tone
An ability to deliver information at customer's knowledge level in an understandable manner
Strong interpersonal skills and ability to think independently and follow through effectively
Dependable, keen on details and has strong customer service orientation
Responsible for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
Demonstrates thorough understanding of client relationships/business practice
Requires strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
Meets or exceeds all performance metrics
Focuses on resolving client issues within the scope of support
Flexible and trainable
Aims to maintain excellent relations with the client, team and internal contacts
Strives to maintain a sound knowledge of the support
Maintains customer focus and service orientation
Improve operating efficiency

GTI Service Delivery Resume Examples & Samples

Executing Service Delivery function Reviews to assess and evaluate compliance to Firmwide technology policies and standards via available frameworks & structures. (Assist ARC TSM’s in determining potential Service Delivery issues and recommending appropriate improvements & mitigating controls)
Execute regular testing and evaluation of deployed technology processes via RCSA framework
Effectively support the TSM’s in maintaining a strong GTI Service Delivery control environment
Seek, develop and facilitate a strong working relationship with Service Owners, TSM’s Technology Control Officers, LOB Control teams & ITRSM through ongoing coordination of operational matters and utilize effective communication and when warranted, conflict and resolution skills
Participate in targeted location IT reviews as requested in response to changes in policies, standards & regulatory requirements as they apply to the GTI Service Delivery functions
Drive efficiency improvements as regards the location controls assessment & testing via automation, centralization and other industry best practices
Keeping track of best practices, and implementing continuous improvement opportunities on an ongoing basis. Partner with Control officers to drive inputs into policies, standards & procedures as appropriate
Production and analysis of Service Delivery control related reporting
Provide Audit support to the GTI ARC teams where GTI infrastructure operations are in scope or cross impacted
Provide support to GTI ARC Operations for regulatory reviews and to meet regulatory compliance requirements
Work with LOB control officers to gather data points for use in the improvement of the technology controls framework
Drive Governance on GTI ARC Resiliency activities
Drive Improvements in Resiliency (Process & Infrastructure)
Drive awareness of risk & controls within the location IT teams
Basic understanding of IT Service Delivery & IT control policies
Minimum 1 - 2 years of information technology risk & control management experience
Experience identifying risks and developing mitigating controls for Service Delivery processes
1 - 2 years of work experience in one or more areas of infrastructure is preferred with a broad understanding of infrastructure
Demonstrates a breadth and depth of operational risk & controls management expertise, preferably in an international environment
Able to perform multiple tasks, with varying levels of complexity, importance and involvement
Must exhibit a keen attention to detail
Strong relationship building skills with the ability to network, and partner with the business
Strong communicator at all levels
CISM/CISA certifications a plus

Finance Service Delivery Head Resume Examples & Samples

Leadership role for Finance Service Delivery and execution of operational strategy
Manage delivery for various areas within the Group Finance
Partner closely with business partners and broader service delivery teams to ensure smooth operations and seamless delivery for internal clients
Ensure that offshore delivery remains consistent and compliant with country / UBS policies (statutory and non-statutory) and management standards
Work with other teams to ensure effective service delivery, monitoring, tracking and reporting of service levels and quality
Embed a strong focus on delivery excellence, utilizing benchmarks and best practice comparisons to ensure consistent high performance service delivery
Create and maintain a work environment conducive to teamwork, creativity, quality, operational efficiency, and value acceleration
Promote the culture and mind-set of continuous improvement
Proactively manage risk and incidents to ensure high quality and efficient delivery of run the bank operations
Resolve offshore delivery problems and work to proactively prevent issues from occurring
Create the right environment that sets the stage for motivation of team members (e.g. developing succession management plans, defining & supporting Individual Development Plans, coaching high-potential employees)
Ability to think strategically & from delivery perspective
Ability to manage diverse senior stakeholders
Attentions to detail and excellent analytical thinking
Client focus
Risk & professional behavior

Senior Analyst, Service Delivery Resume Examples & Samples

5 years working in business environment
Must demonstrate a strong business and financial acumen
Qualified candidates must be inquisitive and solve problems creatively
Must be able to interact with all levels of management and be an excellent team player
Organizational skills and attention to detail are critical
Must be able to demonstrate the ability to deal shifting priorities on multiple assignments
Demonstrated ability to use Excel and PowerPoint
Experience designing and implementing SharePoint sites
Experience with metrics reporting and dashboards

Service Delivery Regional Office Leader Resume Examples & Samples

Demonstrate accountability and ensure all standards are adhered to throughout project execution. Responsible for project initiation and completion within functional area by directing activities of others as well as maintaining individual project responsibilities
Accountable for delivery of goals and objectives assigned to the work group
Responsible for managing budgets and contracts associated with program resource allocation and planning to ensure delivery of business benefits
Serve as direct supervisor of team delivering infrastructure designs meeting business critical application SLAs, recovery CTQs, and maintenance requirements in a cost-effective manner
Ensure all necessary services are available and that workloads are run in line with required service levels, and delegate tasks to members of the team. Reviews infrastructure-related incidents, with teams and ensures the execution of preventative actions
Manages long-term infrastructure projects and process improvements
Responsible for people management activities including development, performance management, salary planning, distribution of work assignments and inter/intra team issue resolution
Overall responsible for infrastructure requirements and infrastructure project plans to address known gaps and identified risks
Develops peer, cross-functional and cross-GE business relationships to maximize best practice sharing and team effectiveness
Maintains industry knowledge related to technology trends in specific technology areas
Experience in IT operations including network, telecommunications, end-user services, and disaster recovery
Experience working with vendors, including Service Level Agreement specifications and management
5 years of experience in leadership or program management role
Demonstrated project management expertise in a technical environment
Knowledge of the requirement of Sarbanes-Oxley for the IT infrastructure
Demonstrated communication skills within all functional areas

Head of Service Delivery Team Manager Resume Examples & Samples

Passionate management and coaching of the Lead Infrastructure Engineers and Service Delivery Managers
Effective management of escalations
Creating a work environment and atmosphere that engages and delights both Rackers and customers
Creative thinking on ways to improve our service delivery
Effective adaptation of working in line with corporate objectives
Adherence to Industry recognized standards
Recruiting, managing and developing technical and non-technical Rackers
Acting as the final escalation point for customer and staff issues
Reviewing service failures to highlight and drive process improvement opportunities
Managing SLAs and implementing process change to under pin contractual SLAs
Coaching teams on how to apply industry best practices during customer consultations to maximise service delivery
Setting team targets and managing/monitoring performance accordingly
Ensuring the integration of new team members and maintaining the Rackspace culture
Building a scalable and efficient organizational model
Collaboration with the US and internal departments
Building strong relationships with customers and developing synergies to improve the service
Management of team bonus and commissions structure
Maintaining a motivated, engaged team
To present and promote Rackspace to existing customers through meetings and visits
Carryout regular performance reviews and objectives setting, including regular 1:1 sessions
To create a close working relationship with the Intensive leadership team in both the UK and US
Effective cost centre management and budgetary control
Building compelling business cases and following through
Strong negotiation skills with suppliers and customers
Significant operational management experience within a mission critical environment
Ability to meet challenging targets within tight deadlines
Proven track record of change improvement meeting strategic objectives
The ability to engage and motivate staff and provide cross functional collaboration across all departments
Experience in mentoring, coaching and training a team, ideally both technical and non-technical roles

CIB Private Equity Operations Service Delivery Resume Examples & Samples

Manage overall client query and change/adhoc request process and assist operations in the resolution
Client escalation point for service deliverables, contract/SLA questions
Client Service review meeting preparation and attendance
Attendance at weekly BAU calls
Maintenance of Key Performance Indicators (KPI)
Review and implementation of service improvement (best practice), efficiencies, etc
Daily SME support to Ops staff
Co-ordinate with other key stakeholders impacting PERES clients and operations
Monitoring, review and escalation of
Internal weekly metrics (MIS)
Weekly, Monthly, Quarterly Deliverables progress
Key Risk Indicators (KRIs), Control Self Assessment (CSA)
Quarterly billing, receivable analysis
Error Reporting and incident Remediation
Prior experience of operations and managing day to day client relationships is essential
Strong communication skills required to maintain relationships with multiple different stakeholders both internal and at the client across all seniority levels
Private Equity or closed end fund experience an advantage
English speaker, other languages being an advantage
Must be a team player with the ability to network with co-workers but also have the ability to work independently and prioritise own workflows
Demonstrates JPMorgan Values
Proficient in Power Point, Excel and Word, previous experience of SunGard Investran is essential
Proactive attitude , ability to multi-task and work to tight reporting deadlines
Autonomous and rigorous
Strong presence and presentation skills ; and

SAP Process Expert Service Delivery Engagement Mgt Resume Examples & Samples

Lead, along with the Technical Support Team, the delivery of process updates and enhancements
Acts as secondary/tertiary escalation point on hard to resolve system issues
Responsible for staff development and performance management
Review, provide input and approve end user documentation and training material
Provide subject matter knowledge during workshops and other training sessions
Create and approve timely communications in solving local user issues
May support global wave deployments as needed
Assess and recommend system changes based on clients’ needs, firm policies and global template design
Work with the team to classify and prioritize defects related to the process/product and make decisions based on the assessment
Analyze and determine cross-functional impacts of changes
Assists in preparing and tracking budgets
8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP CPM, SD, PS, and MRS solutions
Knowledge of SAP functionality specifically in the areas of SAP CPM, SD, PS, and MRS

SAP Process Expert Service Delivery CRM Resume Examples & Samples

Evaluates, presents and secures business case approvals
Analyze and decipher diverse requirements from multiple countries
Coordinates the work effort between products and modules
Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching
Responsible for compliance with performance management objectives
Proven knowledge of software development lifecycle methods, processes, tools and best practices
Ability to react appropriately during crisis situations
Operate in a global matrix environment

Facilities Service Delivery Resume Examples & Samples

Good knowledge and understanding of industry trends and technical aspects of the job
Developed ability to foresee how projects will affect future building functions
Good planning skills, and ability to meet budgeting and time commitments
Knowledgeable in Project Management, high sense of cost effective, task-oriented in delivery
Comprehensive communication to work efficiently across the functions
Influential power and high commitment to internal stakeholders and GRE functions
Knowledgeable in IFM management model
Effective way of working in problem solving and decision making
Drive the result in complex circumstance
Customer/Vendor Relationship Management
Learning agility on policy, process, working tools/systems and compliance

Service Delivery Excellence Resume Examples & Samples

Implement Quality Standards
Implementation of Metrics, QC tools, defect prevention activities, statistical process control
Continuously monitor & ensure higher levels of Customer Satisfaction
Ensure process compliance. Schedule & Conduct Internal process audits to ensure compliance to Quality Standards and MAP assessments
Review performance of deliveries against agreed Service levels and drive improvements whenever required
Drive productivity and cost out initiatives in the teams aligned to
Conducting Quality related trainings

Service Delivery Executive Retail Resume Examples & Samples

Sets strategic service delivery direction that anticipates the needs of our customers and their technology needs
Ensures operational excellence in service delivery execution to assure customer objectives and outcomes
Influences customer decision making via thought leadership on technology drivers for their business
Assesses and influences services delivery methods and execution improvements through the eyes of the customer
Lead the global service delivery experience to the customer - single point of ownership and accountability for all customer service delivery related activities
Assure customer outcomes across lifecycle of Plan/Build/Manage
Manage customer level profitability - identify new revenue opportunities, drive revenue recognition, manage efficiencies, drive productivity, manage projects successfully while meeting revenue and cost budgets
Shape multi-year services strategy, in conjunction with sales leadership
Drive services revenue growth through sales pursuits, aligned to account plan --> business development
Influence and challenge the customer's thinking to develop better solutions to business and IT objectives
Establish and maintain CxO relationships - directly influence CIO/CTO
Champion customer requirements and needs into Cisco - engineering, quality, roadmaps, service offer development, etc
Innovate around delivery process, engagement models, business management, and customer intimacy - demonstrate improvement in business execution and be seen as a go to resource in helping shape portfolio and technology direction
Relevant Retail, Logistics, Supply Chain, FMCG vertical knowledge and expertise around technology and market trends – aligned to customer business objectives and challenges
In-depth knowledge of Retail based business and process services consumption- ability to engage subject matter expertise as appropriate
IT Domain Knowledge (Engineering, Operations, Data Center, Applications, etc.) - deep domain expertise in 1-2 areas
Successfully navigate Customer landscape to drive mutual success - understand and manage political realities to achieve goals
Expertise of IT standards/frameworks (e.g. ITIL, eTOM) and trends (e.g. cloud)
Excellent verbal, written, and presentation skills
Executive engagement – communication, presence and skills
Financial Acumen – understand finance and P&L process and standards
12-15 years relevant industry related experience (e.g. IT domain expertise)
Knowledge of Cisco Architectures an advantage

VP Service Delivery Cc Resume Examples & Samples

Spearhead the development, communication and implementation of effective growth strategies and processes
Anticipates and alerts the senior executive team of financial and or operational issues and opportunities within the designated business units
Ensures all practices are carried out under general Xerox Services guidelines in cooperation with business practices of countries in which Xerox Services has established a business presence
Ensures that responsibilities are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations
Work in close partnership with the CML for client to achieve growth and profit objectives, and challenge targets across businesses
Work in close partnership with the sales team to achieve sales and growth objectives
Evidence of managing large scale back office operations centers and employee teams
Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the functional area, business strategies, and the company’s goals
Interacts internally and externally with different levels of management, requiring negotiation of extremely critical matters. Influences policymaking

Service Delivery Technician Information Technology Resume Examples & Samples

To work in partnership with customers and other IT professionals to resolve associates IT problems, queries and change requests
To utilise request handling and escalation policies and procedures, leveraging the Service Desk Remedy System for Desktop Support issues
To build and maintain strong relationships with business associates
To share information with other Service Delivery team members and, where appropriate, other IT departments, and assist each other in the resolution of problems/change requests as necessary
Troubleshoot, diagnose and repair hardware issues on desktops, laptops, printing devices, Blackberry and AV equipment
Participate in team meetings on a regular basis to communicate challenges faced, discuss key Service Delivery initiatives, and be aware of updates on the team’s efficiency, effectiveness and service levels
Contribute to a teamwork atmosphere among colleagues
Good understanding of the organisation’s goals and objectives
Ability to effectively prioritise and execute tasks in a high-pressure environment
Establish good working relationship within team and other IT groups that come into daily contact with
Strong knowledge of Windows XP Professional, Windows 7 and MS Office 2003-2010 (incl. MS Outlook)
Strong knowledge of BlackBerry devices and BES administration
Strong Knowledge of Cisco IP communications
Knowledge of other IT department responsibilities and the ITIL structure
Ability to work well under pressure
Ability to effectively prioritise their own workload
Able to liaise with business as well as technical personnel to produce solutions acceptable to all parties
Good level of experience gained within a Desktop Services support environment
Basic understanding of Willis business and technical environment is preferred

Intern, Global Service Delivery Resume Examples & Samples

Learn and practice small project handling skills
Learn and practice time management, task priortization and coordination skills
Learn basic credit related knowledge via attachment and self learning and apply into project support tasks
Raise ideas to seek for continous improvement in process
Eligible to work in Canada
Passion to share your opinions and ask relevant questions

Senior Administrator Fx Service Delivery Resume Examples & Samples

Ensure all FX transactions, confirmations and payments are processed/managed in a timely manner within Kondor+, Kondor+ Trade Processing, FEA, Milvus and GTSS
Accurate and timely application of Foreign Exchange ‘mandate’ set-ups and amendments
Ensure timely and accurate resolution of all queries, providing an efficient, effective service to all clients (both internal and external)
Monitor reconciliation reports to ensure timely investigation and clearance of outstanding items
Provide support to the FX Processing teams in Malaysia and Toronto as required
Provide support to the FX front office (TMS) teams as required
Pro-actively address and escalate areas of risk in line with company policies
Assist in reviewing and implementing process and product changes, ensuring robust procedures and processes are produced and adopted in order to mitigate areas of risk
Support the team Supervisor and act as an initial point of escalation where required
Train new and existing staff

Process Expert Service Delivery Engagement Management Resume Examples & Samples

Portfolio planning, demand management and prioritization
Work with Global Process owners and users to establish the overall strategic direction for the process
Manage the activities of one or more Processes
Mentor and counsel staff members
8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP PS and SAP MRS
Knowledge of PS integration with SAP SD and SAP CPM very beneficial
Knowledge of SAP functionality specifically in the areas of SAP PS and SAP MRS
Knowledge of integration with SAP SD and SAP CPM

Senior Director Integrated Service Delivery Resume Examples & Samples

Successful track record of portfolio/program management in a large, multi-product, high transaction volume environment
Demonstrated strategic planning skills. The incumbent must have the strategic and business ability to place a project delivery effort in the context of the organization’s overall strategy as well as end customer needs
Solid understanding of business case policy and portfolio management necessary to provide leadership for the Integrated Service Delivery team
Credibility to secure buy-in for joint solutions across multiple groups and LOBs
Comprehensive understanding of various business processes used across Retail & Business Banking, Wholesale Banking, Wealth Management and GO&I
Strong organization, leadership, and team oriented skills. Demonstrated ability to collaborate as well as lead across a matrix organization to execute on priorities, influence change, and deliver results
Comprehensive knowledge of a broad range of CIBC products/services
Ability to demonstrate sense-of-urgency as required to support functional requirements
Advanced influencing and negotiation skills at senior levels within CIBC sufficient to obtain the support of executive-level management and elicit co-operation and consensus from CIBC's business leaders in situations that involve the promotion of CIBC's interests
Must be a values-driven leader demonstrating and capable of exercising stewardship to the highest degree of personal and professional integrity
Strong collaboration and relationship building skills
Excellent overall communication skills including well-developed writing skills to prepare material where interpretation, analysis, assessment and/or creativity require knowledge of use of terminology and precise articulation of ideas or opinions are necessary to effectively communicate
Exceptional presentation skills required for regular presentation to Executives
Well-developed leadership skills sufficient to lead/motivate a professional services group. Proven leadership, coaching and resource management skills sufficient to lead and motivate a senior team faced with a significant change mandate
Strong program management and change management skills. Knowledge of and experience employing best-practice change methodologies, including Lean Six Sigma and/or Project Management
Strong comprehension of the challenges to project implementation and ability to continuously introduce new improved processes is critical
Minimum of 10 years experience in financial services industry

Analyst, IM Service Delivery Resume Examples & Samples

Plans own work, to meet given objectives and processes Influence
Influences team, and specialist peers internally
Influences customers at account level and suppliers
Some responsibility for work of others
Participates in external activities related to specialization
Decisions influence success of projects and team objectives Main Responsibilities
Maintain Knowledge repository to ensure it is updated regularly
Gather knowledge artifacts from team and upload in KM repository
Analyze training feedback to understand training effectiveness
Provide inputs to improve training program based on feedback data analysis
Support Practice manager in evaluating trainers based on trainee feedback
Co-ordinate with participants for trainings in terms of sending calendar invite, ensuring training details are updated in record, etc
Co-ordinate with trainers in terms of checking their availability, ensuring required facilities are available for training, etc
Prepare quarterly/yearly reports of training effectiveness along with practice manager and share with stakeholders Analysis
Produces reports on defect/problem reporting data (e.g. data extracted from the configuration management system) to Practice Manager Operations
Provides information and advice, such as reporting on service requests, in line with service level agreements
Uses the facilities of the tools and systems available to monitor and report on regular activities which are subject to Service Level Agreement (SLA) such as job activity, transaction processing, etc. Understands the use of service delivery metrics. Monitors the levels of service achieved, keeping detailed and clear metrics, and records all deviations from service levels
Uses support tools to integrate and analyze basic information and present it in comparison to SLA requirements in a manageable and meaningful format. Ensures that variances against service levels are reported to relevant managers, while trying to resolve any conflict or contention for service. Ensures that the presentation of management information facilitates identification of potential issues, anomalies and exceptions relating to current and future service level requirements
Initiates action to maintain or improve levels of service within area of authority, Recognize and report issues to Practice Manager, Operations
Participates in analysis of customer satisfaction surveys and data. Supports and participates in regular review meetings between service providers and users
Makes proposals to management for changes and improvements to SLAs
Monitors progress of requests for support and ensures users and other interested parties are kept informed. Takes corrective action to avoid or minimize delays Outsource Role Responsibilities
Within own area of competence, provides correct responses to service requests. Ensures all work is carried out and documented in accordance with required standards, methods and procedures
Assists with the maintenance of all service requests and processes
Shows a systematic, analytical approach to problem solving
Has good interpersonal skills and is confident in dealing with clients/users and suppliers. Excellent listening skills
Above average verbal, written and presentation skills
Good understanding of MS office and SharePoint administration
Above average proficiency using standard Office productivity applications pc-based analytical tools
Detail oriented Additional Role Requirements
Risk: Basic understanding of Risk Management

Country Service Delivery Resume Examples & Samples

Verbal Reasoning (Advanced)
Numerical Reasoning (Advanced)
Inductive (Logical) Reasoning (Advanced)
Bachelor’s degree, Masters preferred
HR Operations Experience
Change Management Experience
Fully bilingual English / Spanish
HR Systems Knowledge

Group Operations & Service Delivery Head Resume Examples & Samples

Providing local supervisory oversight across Group Operations functions in Poland and serve as a local point of escalation for service delivery issues, concerns and initiatives in consultation with business functional owners
Overall responsibility for developing and ensuring adherence to BSC processes and guidelines across Group Operations in Poland
Coordinating and managing the budget for service delivery activities within the BSC and forecasting of headcount needs in partnership with functional demand pipeline
Partnering with the local CAO and business leadership teams to develop and manage to specific KPIs for local service delivery
Providing local risk management and mitigation in partnership with the local and regional Risk and Governance framework for UBS and the BSC. Additionally responsible for the execution and evidencing of procedural controls and KPCs / KPCIs across all areas of delivery responsibilities
Continuously monitoring across Risk areas and managing to high quality and accuracy standards
Directly managing day to day operations, ensuring service is delivered in accordance with clear service level agreements
Liaising with senior management and the Poland leadership team to develop and maintain the site's service catalogue
Striving to enhance processes and procedures to improve quality, cost and efficiency and takes definitive action to correct problems and implements effective solutions to delivery service more effectively and efficiently
Motivating and developing the teams in partnership with their functional line management to allow them to meet their full potential
Coordinating among and ensuring constructive and productive working relationships with numerous onshore managers and process specialists
Showing strong judgment and decision-making skills

IT Infrastructure Pm-infrastructure Service Delivery Resume Examples & Samples

Lead the delivery of Infrastructure components of multiple Direct Channels Technology Solutions projects (Tier 1, 2, & 3) from concept to implementation
Manage multiple project resources from cross-functional ITS teams, as well as interfacing with project leaders, technology specialists, professional staff, vendors and consultants
Demonstrate strong cost estimation and financial management skills, using appropriate ITS tools and business practices, as it pertains to ITS’ technology effort
A thorough knowledge of TDBFG Project Management methodologies (ex. PMLC, SDLC, GO!), and ensuring that recognized Project Management processes, discipline and controls are consistently applied to projects
Provide project reporting and ad-hoc analysis, and present project status and issues requiring attention by senior management
Build consensus and relationships with project team and Business, through use of superior negotiation skills
5+ years project management experience, with at least 2 years managing Technology projects
Knowledge of Corporate business areas and applications would be an asset

VP Service Delivery Resume Examples & Samples

Establishes overall leadership for client operations and services
Responsible for management and oversight of multiple customer care operations centers in the established region of responsibility
Demonstrates sound business judgment, innovation in approaching business challenges and the ability to translate a strategic plan into operating results
Institutes plans and programs to maintain and/or enhance competitive market position
Tracks and responds to changes in market conditions by implementing necessary changes to the organization
Motivate and lead a high performance management team; attract, recruit and retain top talent; provide mentoring as a cornerstone for succession planning
Work in close partnership with cross functional teams to achieve service level objectives
Work in close partnership with the IBG sales team to achieve sales and growth objectives
10 years of experience required with a minimum of 8 years in management roles of increasing responsibility
Ability to demonstrate high level communication skills
Evidence of managing large scale call center operations and employee teams
Sound operations background with demonstrated efficiency achievements and injection of innovation in processes
Understands the global business environment and how the company fits into it, including business strategies and products, and the organizational resources to pursue global market opportunities

Process Expert SAP Service Delivery CRM Resume Examples & Samples

Robust governance, stewardship and audit of Mercury data
Oversees all aspects of the process and product or sub-product
Manages impacts to other processes and products
Primary liaison with the Global Working Community for assigned area
Manages the life cycle of defects and enhancements
Approves prioritization of defects and enhancements working with clients as appropriate
O Review, provide input and approve end user documentation and training materials
Receives direction rather than supervision
8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP CRM solutions
Direct experience in complex management activities, such as business development, application development/deployment
Direct experience in managing staff and budget
Project management training, practical application, business analysis, sales, marketing, business development or relationship management experience is preferred
Knowledge of SAP functionality specifically in the area of SAP CRM, including knowledge of integration with SAP SD, PS, and CPM
Functional and/or technical experience in supporting global systems (e.g. SAP) including knowledge of data flows, processes and best practices
Advanced documentation, communication and presentation skills that support accurate and concise messaging
Experienced and comfortable working with culturally diverse outsourced on/offshore staff for Project work and Production Support (Run) service delivery
Excellent interpersonal, client service, communication, organizational, and project management skills
Excellent problem solving and decision making skills
Operate in a dynamic, fast moving and changing environment

Principal Service Delivery Resume Examples & Samples

Detailed knowledge of Sabre Airline Solutions products, implementation methodology and client engagement model
Extensive program management experience with multiple simultaneous projects, including knowledge and application of best practices in project delivery and service management
Excellent communication skills with experience interfacing with and building relationships with C-Level customer executives required
Proven ability to drive for results to meet committed deadlines and work in collaboration with multiple workgroups, building consensus and developing effective relationships
Thorough understanding of technical solutions vis a vis business priorities and criticalities

Infrastructure Developer Service Delivery Resume Examples & Samples

Minimum of five years of Applications Development experience building and deploying applications with the .NET family of products (C#, ASP. NET)
Minimum of five years of SQL Server Database Development experience building and deploying applications with the .NET family of products
Minimum of three years of work experience in the following areas

Infrastructure Service Delivery Resume Examples & Samples

Subject matter expert for IPD Build processes & tools
Ability to build and maintain exceptional customer relationships
Ability to read application architectural logical and physical diagrams

VP-service Delivery Contact Center Resume Examples & Samples

Develop overall customer service strategy which ensures delivery of a consistent and high quality service experience for clients, advisors and other customer groups
Take primary responsibility for implementation of these strategies and process improvements among teams. Establish and define efficiency, accuracy, and service quality metrics. Drive teams to deliver high-quality level of service for advisors and retail clients
Provide leadership, direction, supervision and industry expertise regarding brokerage service, related regulatory requirements and industry best practices
Work directly with workforce planning and forecasting team to ensure that client service workforce is effectively trained and available to meet service volume goals, including taking the lead role in identifying opportunities for cross-functional resource sharing
Manage relationships with all applicable business partners, including both on-site service teams, product management and development, on-line services, in addition to any offshore vendor contracts, to effectively manage costs and ensure a seamless service experience
Represent the company as a credible service leader in the field with advisors as well as with external parties including regulators
Provide effective leadership to direct reports including communication of goals, monitoring progress, motivating performance, and managing expectations within all teams, as well as coaching and feedback, employee development, and performance management of direct reports and overseeing and advising on performance management and development of indirect reports
Minimum of 10 years of related experience
Proven background and knowledge of operating a large full-scale call center operation
Previous experience leading a large, diverse team in a financial organization preferably within a broker/dealer
Strong working knowledge of service processes, policies, technology, techniques, and regulations required
Demonstrated ability to communicate effectively with and influence all levels of the organization and with external parties required
Ability to collaborate with key business partners
Series 7 and Series 24 FINRA registration required or ability to obtain
The ideal candidate will lead by inspiration and will have had an accomplished track record of managing an effective and successful call center operation
Demonstrated success in building and motivating a performance driven environment is ideal
Additionally, this person must demonstrate organizational ability to achieve goals and marshal the necessary resources to motivate team members. A heavy emphasis will be placed on internal and external relationship building
This includes having the ability to influence in a matrixed environment and represent the company in the field and with external parties
The ultimate goal is to significantly drive client satisfaction while strategically building and positioning the organization for continued growth

Service Delivery Consult Resume Examples & Samples

Strong excel and powerpoint skills
Ability to multi-task, demonstrate flexibility and adaptability
Ability to communicate crisply
Experience working with Defined Benefit and Defined Contributions plans

CIB Ops-middle Office Service Delivery Resume Examples & Samples

5-10 years of experience in Operations
Knowledge of 40 ACTs Accounting-Fund Accounting, Financial Reporting and Tax Operations
Excellent communication, influencing and negotiation skills with the ability to develop and maintain collaborative relationships both internally and with external clients
Ability to work independently and multitask in a fast paced environment
Relationship building skills - develop internal and external partnerships to drive results
Expert use of Microsoft Project, Word, Excel, PowerPoint, Visio and ability to present to senior management

Service Delivery Transformation Resume Examples & Samples

Apply a broad and deep understanding of the Enterprise Services organization and its internal groups' needs, drivers, and decision-making processes. Plan, strategize and influence priorities and decisions to improve processes, performance, and user experience
Play a leadership role in shaping and landing the OneServices vision, collaborating with the Roles team, IT, and field stakeholders
Use voice of customer frameworks and industry metrics to understand end-user satisfaction and develop scalable strategies for improvement
Actively seek and create opportunities for synergies across our business ecosystem to drive long-term solutions and shared roadmaps
Advise others on business case development for long-term, cross-business solutions that incorporate the impact of solutions
Think strategically about to-be business models and execute across a complex business organization
Synthesize large amounts of information into crisp recommendations
Present and defend recommendations to a variety of audiences, such as executives, program managers, and developers
Evaluate existing business processes and make recommendations for optimization
Self-start, manage multiple projects simultaneously and drive them to completion. Such projects will demand strong working relationships and interactions with business partners, SMEs, process owners, technical leaders, and other groups within Microsoft
Create and manage a plan, schedule and budget
Deal with the ambiguity associated with working in a fast paced and changing environment
Recognize and resolve conflict
Lead negotiations and build consensus when dealing with internal customers, stakeholders and team members
Real-world experience in resource management for a professional services organization
Familiarity with resource dispatch model and resource coordination
Knowledge and experience with proactive and reactive support scheduling and schedule management
Minimum of 5 years' experience in the high-tech industry as a program manager, process engineer, business architect, or enterprise architect
Broad technical understanding and industry experience in professional services industry
Bachelor’s degree, or equivalent experience; MBA, strong preferred
Experience with Agile software development methodologies a plus
Experience with line-of-business tools

Service Delivery Technician Resume Examples & Samples

To utilize request handling and escalation policies and procedures, leveraging the Service Desk Service Now System for Desktop Support issues
To meet or exceed current service levels agreements to service users, including timeframes
Troubleshoot, diagnose and repair hardware issues on desktops, laptops, printing devices, mobile devices and AV equipment
Build and maintain good relationships with IT colleagues, especially those in the technical resolver groups
To help reinforce end user training programs to increase computer literacy and self-sufficiency
Be proactive in recommending changes to Service Delivery policies, procedures, technology, and training to improve effectiveness, efficiency and service quality
Identify, coordinate and complete Service Delivery projects assigned by Service Delivery Team Leader or Regional Service Delivery Manager
Good understanding of the organization’s goals and objectives
Strong personal skills, with a focus on listening and questioning skills
Proven analytical and problem-solving abilities
Ability to present ideas in user-friendly language to non-technical staff and end users
Ability to effectively priorities and execute tasks in a high-pressure environment
Adhere and promote Willis Corporate and business plans
Strong knowledge of Windows 7 and MS Office 2003-2013 (incl. MS Outlook)
Strong knowledge of all Willis supported software
Strong knowledge of Willis business applications
Strong knowledge of mobile devices and BES administration
Knowledge of Cisco IP communications
Pursue Microsoft certifications (MCDST, MCP’s)
College Degree in the field of computer science, information sciences, or related field preferred
Thorough experience of working in a high pressure support environment
Ability to effectively priorities their own workload
Working technical knowledge of the PC platform – hardware, software, network and operating systems

Senior Analyst, Service Delivery Ops Resume Examples & Samples

Deep understanding of service management principles, specifically the ITIL framework. ITIL Foundation Certification (V2 or V3)
Comprehensive understanding of the systems development lifecycle (SDLC)
Extensive experience of managing a complex technology function
Experience of working in a large, Tier 1 organisation
Excellent communication and interpersonal skills, both oral and written, including the ability to communicate with non-technical customers at all levels of the organisation and to understand their business priorities
Experience in working with business partners in delivering development / support service outcomes in a distributed delivery model

Bank Service Delivery Mgt-senior Analyst Resume Examples & Samples

EDUCATION AND EXPERIENCE
Ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships with persons contacted in the course of performing assigned duties including Company management and outside business associates
Advanced Microsoft Office skills
Professional development growth opportunities through in-house classes and over 150 Web-based training courses
An educational assistance program to financially help employees seeking continuing education
Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee’s dependents (spouses, children and dependent parents)
Personal loan assistance

Service Delivery & Core Services Manager Resume Examples & Samples

Key communications role between internal customers and software platform teams
Regular reporting and communication with internal customers regarding the performance, compliance, and improvement recommendations of web-based software systems
Establish and maintain a high level of customer service relative to internal and external customers
Work with leadership in other areas to solve problems and present solutions while maintain positive relationship
Manage Microsoft Exchange and Active Directory operations
Responsible for maintaining and tracking key metrics and KPI’s, trend analysis, work breakdown reporting and other measurements for assigned areas
Establish plans and administer the overall policies and goals for assigned areas of responsibility
Manage budgetary responsibilities for assigned areas
Suggest process improvements where appropriate
Identify and propose solutions for areas of risk or exposure
Provide recommendations for Team Member additions, skill developmental areas and opportunities for learning
Ensure Business Continuity needs are being addressed
Daily Skills Performed - 40% Strategic, 40% Tactical, 20% Technical
Not limited to the roles/responsibilities listed above

Senior Service Delivery Resume Examples & Samples

Supports some of Sabre’s largest online customers by representing and protecting customer needs within Sabre TN and Technology
Understand how the online agency business operates and future trends of this customer segment
Works as first point of escalation for the Online Customer Support team in Montevideo and online customers
Coordinates end-to-end issue resolution and Technology support as needed
Provide or facilitate the customers’ understanding of Sabre’s business, processes, products, and functionality
Consult with customer on use of Sabre products and how to integrate them within their own workflow. Identify improvement possibilities that benefit online customers and Sabre overall
Support opportunities for additional migrations and incremental bookings
In general be the voice of the customer within the development teams
Responsible for the overall communication to and from the customer
Provide analysis support to the Online Customer Support team and the HDQ development teams
Minimum 5 years related experience. Minimum 3 years prior management experience in the areas of customer support and contract management preferred
Advanced computer skills, with an ability to lead multiple projects simultaneously
Some programming skills/language proficiency is a plus

Senior Profesional Service Delivery Resume Examples & Samples

Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed
Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed
Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution
Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries
Assists less experienced staff in developing appropriate responses
Bachelor's degree in business management or related field preferred
Four or more years of functional area experience (i.e. finance, human resources, procurement, information technology, etc.)
Experience working with organizational functional and personnel
Experience working with fax machines, computer software and telephone technology
Experience working with help desk software
Business and analytical problem solving skills
Ability to follow oral and written directions
Ability to understand and apply regulations applying to functional area

Per-india Service Desk-service Delivery Resume Examples & Samples

Service oversight to ensure seamless, end-to-end service delivery from vendor managed services
Manage relationships with clients & stakeholders and ensure customer satisfaction
Escalation Management: Point of contact for all functional service escalations. Facilitate RCA forums with vendor partner to ensure service quality and production stability
Monitor, analyze, report and ensure day-to-day operational execution, control over volume, SLA and process/technology changes
Ensure operations quality and other operational metrics are aligned with agreed SOW and impact to commercials are minimized
Lead, participate and/or represent service delivery tower in various weekly, monthly, quarterly and other governance and review forums
Collaborate with “CSI & Transformation“ and vendor partner to ensure service improvement initiatives execution, operations maturity and CSAT action items implementation
Ensure ‘Audit Readiness“ and act as interface between auditors and managed services to provide quality and on time audit response with proper evidence
Manage operational tools/process changes - Ensure controlled entry into production operations through OA process
Initiate and manage “left-shift“ of work, work elimination, consolidation by coordinating with appropriate stakeholders
Provide necessary inputs/metrics to vendor management function
Liase with Site management and vendor on staff onboarding / exit process
Ensure BCP test, staff verification, access reviews, policy and other administrative controls compliance
Advanced root cause and user productivity analysis
Strong knowledge of CS IT organization structures and its changing landscape
Broad work experience with IT Infrastructure Management in a global banking environment
Proven expertise in operational service delivery management for mission critical production environment, preferably in an international/outsourced environment
Awareness of ITIL and experience of working in an ITIL oriented operations
Strong communication, presentation and negotiation skills. Excellent analytical and problem solving skills with a strong desire to own issues through to resolution
Proven team player, strong team leadership skills
Self-motivator who can work with minimum supervision
A believer in continuous improvement of services, processes and operational efficiency
Service Desk design and technologies knowledge
Experience of Service Management and outsourced vendor governance

DGM F&a-service Delivery Resume Examples & Samples

You will be required to Manage F&A client in manufacturing industry and have the ability to manage across towers viz – Record to Report, Accounts Payable
Managing multiple client engagements / contracts across geographies- Operations support for establishing processes, metrics identifications and reporting
Manage relationships with customers at the senior management level and ensure customer satisfaction
Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
Responsible for tracking and driving all process parameters ‘critical to quality’ for process delivery
Assist management with career development activities for team members, team leaders and managers, including performance management, feedback and training
Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met
Demonstrated skills and experience in managing across aspects of PTP / OTC
Exposure to financial planning, forecasting and group reporting
Focus on implementation - essential for process delivery as per SLAs/ SOW
Should have managed large teams
Minimum of 13+ years of experience in F&A domain and preferably in a BPO environment.IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Infrastructure Project & Service Delivery Resume Examples & Samples

Provide a single focal point for all project management activities being performed by the global infrastructure team
Responsible for ITIL Service Delivery for each of the key Product/Application Development areas
Deliver a mix of projects that are a mix small/medium/complex projects/programs and
Manage the resources optimally to deal with waves of workload throughout the project life cycle
Streamline and standardize our project management and solution delivery processes to serve internal stakeholders with agility
Provide metrics and goal driven leadership with SMART goals
Forecast, mitigate the solution delivery risk
Achieve 100% compliance with PMM and Finance policies
Identify areas for process improvement and enact plans to implement these improvements
Define and deliver a vision for a next generation infrastructure solution delivery organization that aligns with our technology strategy and expectations of business partners
Manage, govern and continuously improve the methodologies for technical product delivery including project management – methodologies include both traditional waterfall and agile methods
A good understanding the technology infrastructure and the complexity in rapidly

Supervisor Service Delivery Resume Examples & Samples

Troubleshoots, diagnoses and applies logical solutions to installation problems
Zero or more years of field or engineering experience
Experience working with the company's hardware, software and equipment products
Experience working with various computer applications and ability to apply to situation
Good computer skills
Ability to resolve hardware/software problems

VP Service Delivery Excellence Resume Examples & Samples

Lead communications and gain the respect of the business in ensuring awareness and compliance with processes and be accountable to supporting communications with clients or stakeholders as part of the escalations and resolutions process
Support the business management team in coordinating initiatives and communications that provide leadership, direction, and assistance in direct support of the COO Global Capabilities. Ensures the right initiatives are undertaken, strategic and operational objectives are implemented, and the benefits are being fully realized throughout the organization
Support large-scale company-wide modernization projects that incorporate a proactive and innovative solution to addressing business challenges and achieving organizational goals and objectives. Integrates how the big picture of the initiatives comes together from definition through implementation on implications across the business
Provide strategic leadership through facilitating or advising strategy development while demonstrating foresight, conceptual capability and environmental market awareness. Gives advice and counsels leaders without owning the projects themselves in order ensure the steps, tracking and expectations are consistent
Provide a governance structure. The role ensures accountability and enables the predictability of the outcomes of each transformation initiative. Direct the communication of status, issue, and risk disposition to all stakeholders, including senior management, on a timely basis
Identify stakeholders and key organizations, building and managing relationships with each. Ensure organizational alignment in the design and execution of initiative efforts. Work with stakeholders to ensure project scope definition meets business objectives
Work with Project Sponsors to ensure business case/cost benefit analysis is in line with business objectives
Champion project management disciplines and provides the processes, structures, and tools for individual project management and program management across the transformation
Manage tasks and responsibilities associated with the planning, directing, coordination, and support of specific projects/initiatives that support the overall strategic plan of the business. Drive adherence to project processes, procedures, methods, and standards for project delivery and leverage across the project
Support initiative teams with skills in process excellence, project management, facilitation, problem solving, accelerating transformation and value creation to drive toward required outcomes
Ensure effective stakeholder engagement and communications. Ensures timelines are adhered to for initiatives by keeping executives aware of any red flags concerning the timing or integration process
In-depth technical knowledge of Service Excellence Models and Programs
Working knowledge of Microsoft Office and relevant communications and reporting tools requisite for the position
Strong communication skills, including proven experience in developing from scratch senior executive presentations and communications
Strategic thinker with strong execution skills, experience analyzing, reconciling, communicating, preparing, and managing financial reporting and data. Strong problem solving skills requiring sophisticated analytical thought to compare complex alternatives and select a solution that may have substantial potential business impact
Strong leadership presence: ability to command respect and earn trust of senior management team
Ability to effectively interact with all levels of external and/or internal stakeholders within scope of responsibility, team and/or matrix environment, to include
Creating support and buy-in and a strong network of relationships among peers, internal partners, external constituencies and decision makers to deliver end-products
Ability to lead teams consisting of both direct-reporting and indirect-reporting relationships
Ability to demonstrable success in coordinating large-scale projects involving geographically and functionally diverse stakeholders is required
Outstanding problem structuring and analytic capabilities; ability to take a complex problem and organize it in discrete pieces for solution. Ability to drive results by identifying and resolving problems within scope of responsibility
Excellent strategic planning & analysis skills – including. business modeling, process and performance management
Strong organizational skills and ability to juggle multiple projects at one time
Excellent oral and written communication skills and the ability to succinctly convey information to senior management
Minimum of 10 years of relevant industry and managerial experience
Bachelor's Degree required - In related discipline, or equivalent
Ideally Master's Degree preferred - in related discipline or equivalent
Membership of a recognized related industry professional body

Head of Service Delivery Multi Country Financial Services Resume Examples & Samples

Developing strong relationships and teams (KPI: Strong network in place & people development is evident) Experience in managing leading sales cycles and same account growth initiatives
Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
Transforming and growing the business (KPI: Further profitable service revenue) and GP targets on financial performance of their assigned contracts
The role will have leadership and people management responsibilities, often including in a matrixed, virtual team environment
Engages directly with senior customer contacts to drive strategy
Provides a focus for SLA management and customer satisfaction across the Financial Services 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 the Financial Services customer base
Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance
Directly coordinate employees (as appropriate to the country, client account and service line)
In conjunction with the Business Development Managers, Sales and Service Delivery Management teams stimulates and defines requirements for new services, in line with GDO strategy. Ensures such offerings are professionally introduced, accepted and deliverable
Works directly with Service Delivery Managers to create the contracts Account Business Plan for the year. Supports review and on-going input
Works directly with customers to introduce Xerox’s Next Generation Strategy
Minimum of 8Yrs industry experience in computer science or business administration in a related field, with a proven track record of delivery objectives
Extensive people management experience. Mentor and coaching for performance management
Experience in outsourcing bids, from pre-sales to successful implementation and contract creation
Strong presentation skills with experience of senior customer contacts. C-Level, Board etc
Leading and driving integration of customers and operational requirements into supplier relationships, including delivery partnerships
Programme and project management experience. Working on large scale regional implementations
Able to manage multiple projects across multiple internal and external customers

Service Delivery Technician Resume Examples & Samples

Adhere and promote Willis Towers Watson Corporate and business plans
Strong knowledge of all Willis Towers Watson supported software
Strong knowledge of Willis Towers Watson business applications
Basic understanding of Willis Towers Watson business and technical environment is preferred
M-F Professional Dress Attire
Position will require up to 20% travel, occasional night and/or weekend work and manual handling of office equipment

Senior Director, Engineering Service Delivery Resume Examples & Samples

Oversee staff and leadership coaching, mentoring & professional development
Collaborates with cross-functional peers to drive improvement in end-to-end processes
Drive automation project to optimize the service activation process
Communicate organizational strategies and objectives effectively within the team & across the organization
Delegates responsibility and over sees operations to ensure strategies and objectives are being met in an efficient and timely fashion
Develop and manage KPIs.Develop and implement KPI continuous improvement action plans
Operations planning and project assignment
Actively support the New Product Introduction process

OSS, Service Delivery Administrator Resume Examples & Samples

Perform OSS Control reporting functions
Compile and analyse department statistics
Control functions for the Investments business
Maintain Interested Party contact records for Corporate Actions notifications
Vault custodian
Maintain accurate absence & attendance records for OSS
Maintain and assist with OSS Systems Access
Support OSS Management with HR administration duties, new starters and leaver’s checklists
Support OSS Service Delivery functions

Service Delivery Mgr Resume Examples & Samples

Client business relationships – co-ordinate and maintain: Arrange and conduct regular review meetings as necessary
Ensure high quality, efficient and professional level of service maintained
Client retention
In conjunction with the Regulatory & Technical team ensure client is kept up to date with regulatory developments
Manage the production of relevant client reporting for clients where necessary: KPIs
Internal MIS and monthly reports
SLA – co-ordinate any revisions in accordance with respective client and Trust & Depositary requirements
Client reviews, quarterly or as frequent as required – with meeting minutes
Co-ordinate and manage the review of client scheme documentation / change events (including the production of the necessary T&D Deal Review Committee documentation) obtaining necessary input from other Trust & Depositary business areas, for : Instrument / Trust Deed
Prospectus
Scheme of Arrangement and client communications
Depositary Agreement
Associated Property scheme documentation as required
Co-ordinate and manage the completion of documentation for market openings and fund tax reclaims in conjunction with the client and the appropriate BNYM business areas
Product and Marketing: Provide assistance for RFIs and RFPs as required
Attend and participate in new client pitches as required
Identify and maximise cross selling opportunities for BNY Mellon’s products and services: Capitalise on introductions from BNY Mellon Sales Teams
Attend industry seminars, initiatives and conferences
Maintain high level of product and regulatory knowledge
In depth knowledge and experience of CIS - essential
Broad experience in a Trustee & Depositary role – preferable
Possess 3-5 years' industry experience within a Trustee & Depositary, Fund Accountant or a Custodian in a client servicing/perational role

Service Delivery Project Management Office Intern Resume Examples & Samples

Represent Service Delivery business on a variety of projects and initiatives
Participate in project analysis efforts to ensure delivery of successful solutions
Partner with business and technology to develop and maintain business plan, statement of work, cost benefit analysis
Project risk and issue identification and action planning
Define, document and prioritize business requirements
Develop and revise business process models
Develop and manage and execute user acceptance testing
Project planning and post implementation tracking
Provide effective communications on project status and progress
Junior status in a four year program majoring in Business, Finance, Technology
Minimum 3.3 GPA
Financial Services coursework or experience
Business analysis experience
Understanding of project management methodologies
Understanding of writing Business requirements
Understanding of the process mapping experience using Visio or other mapping tools
Past history of exceeding expectation and going beyond the norm
Ability to work independently in a fast paced environment
Ability to create and maintain effective work teams
Excellent analytical, organizational, and communication skills
A willingness to work hard, learn, and have fun

Transaction Processor, Service Delivery Resume Examples & Samples

May perform processing tasks in one or more of the following areas
Mailroom activities
Electronic portal
Scanning
Media conversion
Check processing
Electronic fund transfer
Content storage and retrieval
Alternate text
Performs data entry of material from source documents to a computer database
Transcribes routine pre-coded and identifiable alphanumeric data from source document and/or phone call into an automated system
Ensures accuracy and completeness data
Performs clerical tasks in the data entry function
Receives and distributes incoming mail and materials
Alternate text:- for medical/healthcare
Performs document scanning and processing in mail room
Enter Medical claims data into the Claims System, via 10-key and alphanumeric data entry
Screen medical claim forms for completeness of data
Route claims to other areas depending on successful data entry or the need for additional information
Adjudicate and suspend claims when appropriate
Provide backup support to other team/group members in the performance of job duties as assigned (including mail Room)
Numeric Filing and other clerical tasks

Head of Service & Delivery Resume Examples & Samples

Self-starter with in-depth knowledge of Fund Accounting, Transfer Agency & Investment Operations who displays a balanced, cross-functional perspective
Industry knowledge of best practices and standards across functions outlined
Ability to identify risk / reward scenarios and prioritize efforts accordingly across multiple business functions
Decision maker able to identify solutions and propose beneficial outcomes and detailed plans to achieve
Global investment operating models, transition planning and change management
Technically proficient with the ability to communicate complex concepts in simple form
Proficient in resource utilization methodologies
Leadership and organizational skills are required to determine the Business Unit's goals, resources needed, and to assess and develop the skills of staff

Service Delivery Head-worr Resume Examples & Samples

Develop service delivery model based on a critical thinking, fact based approach to improve outcomes for clients
Ensure service related documentation is accurate and kept up-to-date at all times
Strive for continuous quality improvement
Coordinate and participate in monitoring, review and auditing processes related to service delivery
Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services
Implement relevant and meaningful processes to meet client expectations
Provide an effective on-call response service, as appropriate, supplemented by appropriately qualified team members as required
Able to managing expectations and providing excellent customer service
Assumes ownership of problems and projects
Focused on continually raising the bar
Formulating effective strategies to increase performance
Having a can do attitude and a willingness to work hard to achieve company goals
Provide cross-product collaboration with other GBTS service providers and business units

VP, Operations & Service Delivery Resume Examples & Samples

15 years in technology organizations with 5-7 Years of success leading all elements of an Enterprise Infrastructure Services organization
Successful track record of driving execution and delivering technology solutions for a large scale, complex corporation (large is defined here as international organization with greater than $10 billion in earnings)
Effectively manage a large scale enterprise telecommunications and computer networks department
Experience managing all aspects of the technology life-cycle: strategy, requirements definition, solutions design, planning, procurement, installation, operation and maintenance
Experience in managing a Fortune 500 IT service delivery organization with multiple lines of business, and multiple geographic/global locations
Experience managing and overseeing the transition from internally provided to externally provided/outsourced IT
IT/IS management experience in entertainment/media/consumer goods companies preferred
Comprehensive experience in all areas of IT architecture
BA/BS in computer science or bachelors and appropriate work experience

Senior Analyst, IM Service Delivery Resume Examples & Samples

Drive service delivery excellence through technical analysis of the standard processes and solutions used by Global Processing Services
Direction, governance and oversight of Global Processing service providers (HCL, Atos) through technical analysis of RCAs, LOS, incident and situation management, change control, capacity and performance planning, project delivery (build to run), and billing/invoicing
Identify service improvement opportunities resulting from technical analysis, delivery best practices, and a strong understanding of commercial IT solutions, particularly in regards to Processing Services (e.g. compute, storage, monitoring, reporting, capacity and performance planning, etc.)
Build business justification for service improvement investments using the Xerox Information Management (XIM) business case model
Collaborate with Service Delivery Managers, EIS Portfolio Management (a.k.a. "Build"), Business Relationship Managers ("Plan"), Service Providers and Value Chain Partners to ensure Global Processing Services are aligned with infrastructure strategy and roadmaps, application requirements, business requirements and financial direction. The ideal candidate for Senior Service Delivery Analyst will have the following skillset
Deep and broad technical knowledge in hosting and processing solutions and delivery, particularly in the areas of system administration, shared storage solutions, BUR and DR/IT Service Continuity
Very strong verbal and written communication skills. Ability to explain, articulate and persuade across various organizational entities (e.g. IT, Business Partner, supplier, vendor) and levels (engineers, architects, managers, senior management)
Work or educational experience as System Administrator (Windows, Unix or Linux) or SAN/NAS (EMC) Storage Administrator

IT Supervisor Service Delivery Resume Examples & Samples

Monitors staff assignments and workflow to ensure standards, deadlines, and priorities are met; ensure operation processing is adequately staffed to meet these deadlines
Establish performance and work standards against which staff members are evaluated. Monitors the quality, accuracy and levels of service provided. Spot-check quality of work
Provides leadership, guidance and develops a working climate that encourages and motivates employees
Recognize and reward staff with above average performance. Coach and guide those with less than acceptable performance to maintain a consistent, quality staff
Investigates problems, responds to complex inquiries from customers and other regarding operational and/or procedural questions
Facilitate critical event resolutions that may have financial impact to the business
Assist on projects and in writing work procedures
Perform other duties and assume other responsibilities as needed
Vocational / Technical certification in computer operations or equivalent background
Minimum of two to four years related work experience
Demonstrated ability to provide work direction and lead others
Good verbal and written skills

Analyst, IM Service Delivery Resume Examples & Samples

Support business funded change controls for Oracle Application modules Purchasing, Costing, Inventory, Bill of Material, E-Commerce Gateway, Oracle Service Contracts, Install Base, and Order Management, including answering user questions about features and functionality with the e-business suite and integration points
Designs and delivers enhancements, to existing systems to meet business objectives in a manner that balances risk with performance and cost; and is consistent with established XIM strategies, architectures, standards, and policies
Understand, recommend and implement set-ups, configurations, descriptive flex fields to support business functions in the Oracle e-business suite
Utilizes business experience and skills to assess and advise on the practicability of alternatives, marrying up technical limitations with operational realities
Development and execution of test cases for the above solutions
Analyze design risks and provide mitigation options for requested change controls
Identify priorities, implementation dependencies, risks and issue; provide solutions/recommendations to ensure smooth and successful change control delivery
Collaborate with other team members in driving out change control requirements and system analysis
Provide analytical assistance to the breakfix team as needed.
Applies available standards, methods and tools in an intelligent and effective way, and produces a consistently high standard of documentation of both a technical and functional nature
Provide both functional testing and technical assessment of Oracle’s Critical Patch Updates (CPU patches). If required, remediate custom code adversely affected by the patches
5+ years in a Business System Analyst role using the Oracle e-business suite - Purchasing, Costing, Inventory, Bill of Material, E-Commerce Gateway, Oracle Service Contracts, Install Base and Order Management
Strong experience in business process problem solving, architecting vanilla Oracle solutions to solve business issues
Experience with EDI and E-Commerce Gateway integration and EDI Standards
Business area expertise and industry relevant certifications (APICS)

DGM F&a-service Delivery Resume Examples & Samples

Build, lead and manage effective and efficient reporting organization including standard processes, quality, controls and tools
Accounts Payable process. (End to end)
Previous management of AP helpdesk process will be an advantage
ERP - SAP
Period End Close
Exposure to Ariba will be an added advantage
Accruals process
Inter company processing-accounting and reconciliation
Managing & measuring work
Ability to handle pressure
Very good finance and accounting skills
Problem solving, analytical and data entry mastery
Strong external and management reporting skills
Strong mastery in working with AP and its multi-ERP environment
Drive YB/GB training and certifications for the team
Control team attrition by motivating individual team members
Ensure silent running of the process
Support and work on integrated helpdesk and payment models
Knowledge retention and management
DTP updation and completion on an ongoing basis
Leverage Analytics to drive efficiency and effectiveness
Ensure seemless completion of transition and stabilization of the process
Career planning for internal promotions
Ensure team members are encouraged to invest 40 hrs
100% compliance on WPS
Indentify, drive and support client driven projects

Supervisor Service Delivery Resume Examples & Samples

Supervises functional areas or department account leads on smaller sized or segment of larger accounts to ensure that business solution objectives are met
Develops demand forecasts with account teams to assist functional areas or departments in planning and delivering end-to-end services
Works with functional areas or departments to interpret and plan projects or workload forecasts. Identifies and oversees resolution of account specific service problems including prioritizing work requests
Monitors and approves expenditures for accounts in line with the established policies and procedures. Oversees spending for adherence to budget, recommends variances as needed
Works closely with management team, lines of service and clients to help manage complex relationships between delivery and consumer groups to ensure good client relations
Partners and collaborates with functional areas or departments to integrate new, enhanced and existing service offerings for accounts
Five or more years of support services, project, or program experience
Experience working with the technology industry
Experience working with company products and operating systems

VP, Cards Service Delivery Journey Analyst Resume Examples & Samples

Partner with key stakeholders to deliver updated servicing communications based on customer and business needs, market trends, and customer insights
Gain SME-level knowledge of current landscape for Cards Servicing Communications including: sending venues, variables, system capabilities, data inputs, etc
Document specific requirements for each communication which will be leveraged to build out desired end state
Partner with Communication Strategy and Development team and product teams to ensure strategy is executed cohesively across channels
Ensure Service Delivery controls are closely followed and drive adherence to established governance processes
Demonstrated analytical skills and requirements documentation
Customer centric focus to include Mobile First mindset
Ability to quickly build networks and relationships
Team player, with interpersonal skills and ability to collaborate and communicate across all levels
Ability to synthesize complex and technical details

Director of Finance Enterprise Service Delivery Resume Examples & Samples

Lead a team managing and partnering with the ES Delivery Domain leaders. This includes responsibility for managing the ES Delivery Domain performance through Close, Forecast, MYR and Planning including business analytics and influencing business direction
Provide analytical insights to identify financial opportunities as the ES Delivery organization goes through transformation to a global organization including participating in Delivery strategy
Support ES Delivery domain business teams with ad hoc analysis in support of both short and longer-term projects
Distill and translate data into meaningful information for consumption at the CVP, VP, and CFO level. Anticipate questions and advise corrective actions based on strategic, operational, and financial insight
Assume responsibility for the Domain P&L and manage P&L to ensure practice neutrality. Manage financial and non-financial Domain metrics (dashboard) and ensure key metrics like delivery utilization are within the target range
Broker and drive discussions that ensures alignment between all the stakeholders, including Domain leaders, Corporate finance and Field controllers
Build a team of strong individual contributors to partner across the WW Services finance and Enterprise Services Delivery business teams
Develop continuous process excellence improvements and incorporate feedback into deliverables
Ability to work in ambiguous environment under pressure while meeting key deadlines. Draw conclusions from loosely defined and multiple data sources and providing insight behind the data

Identity & Access Delivery Service Delivery Resume Examples & Samples

Coordinates delivery of project milestones, ensures projects stay on target, escalating and identifying roadblocks
Must be able to identify, analyze and address problems to resolve issues whenever possible in way that minimizes negative impact and risk to the organization
Strong analytical skills/problem solving/conceptual thinking
Must be comfortable in delivering messages across a wide spectrum of individuals having varying degrees of technical understanding
Must have strong leadership skills and qualities which enable you to work with peers and various levels of management
Prior Bank experience is desirable
Ability to work with Technical and Non Technical business owners
Assist with internal efficiencies projects and development

Manager, IM Service Delivery Resume Examples & Samples

Ensure participation in Knowledge transition activities, Co-ordinate and strategize transition to BAU and ensure business readiness criteria have been met
Provide inputs and contribute support for periods of ELS and Hypercare using ITIL framework
Lessons Learned – Contribute towards creation and maintenance of Lesson learnt, Best practices, FAQ’s and knowledge artefacts from individual projects
ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions. Certification may be required for some positions; see your mgr. for guidance
XIM sponsored Negotiations and Strategy courses

Service Delivery Database, Unix, Tpam Analyst Resume Examples & Samples

Implement Standardized GIDA support for Database Systems, Unix Servers, Middleware and TPAM support
Implement Standardized Database policy as per Citigroup Information Security Standards (CISS) and Database Security Model (DSM) policy documents
Design and development of Citigroup information security related solutions
Testing and implementation of process automation tools
Cooperate with project teams and Integration teams to exchange knowledge and experience
Cooperate with CATE Solution development teams and help with implementation of automation solutions and troubleshooting
Provide production support for existing processes and architectures
Provide User ID administration for all User IDs including Functional IDs
Provide 24 X 7 On-call Support as well as support for COB activities
Work to be compliant with Citigroup policy
Manage internal projects end-to-end and timely implementation
RCSA, Audit, and Risk Analysis and support
Additional tasks from manager
Minimum 2 years experience performing ID administration on the UNIX, Database or TPAM platforms
Experience in Risk Management, Compliance or Identify and Access Management preferred
Good working knowledge of industry standard information security practices
Candidate must have a proven track record of working in a global environment
Candidate should be a self-starter with strong written and verbal communication skills
The candidate will be required to be available for on-call support and remote work as deemed necessary
Other duties not listed may be required from time to time
Must have good negotiation and troubleshooting skills while possessing good verbal and written communication skills in English
Enhance the customer support experience with excellent customer service skills, interpersonal skills and ability to set priorities and work under pressure
Has to be innovative, creative and flexibly
Ability to work well under stress
A security related background or CISSP certification is a plus
Knowledge of any databases, Operating Systems, Applications, and Mainframe will be a big plus
Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Visio, MS Project)
Knowledge of scripting languages: PL/SQL, T-SQL
Appreciated as benefit programming languages knowledge: VB, JavaScript, HTML, Shell Scripts

Service Delivery Senior Specialist Resume Examples & Samples

To be the region’s first point of contact and primary interface for the partners and stakeholders with regards to the GCSC service and changes. This includes, but is not exhaustive of, Product Management, L2, L3, Production Assurance, GIDA, CATE
Oversee client escalations from the GCSC and 3rd party field, L2 and expert support teams
Responsible for day to day management of the partner focusing on Daily/Weekly SLA adherence and taking action to address breaches to ensure that incident response times are met or exceeded
Lead and contribute to operational tasks related to transition and transformation
Implement solutions most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them
Manage staff augmentation contracts and ensure they work seamlessly with the outsource vendor
Apply broad and comprehensive understanding in multiple functional areas as well as underlying business principles
Understands how own function integrates within the overall organization to contribute to achieving business objectives; requires a good working knowledge of the industry
Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources
Liaise with senior leaders of the business areas providing guidance and solutions; identifying enhancements pro-actively with a view to improving day-to-day productivity of the external vendor
Take ownership of all GCSC related projects
Responsible for compliance and regulatory controls for all security administration and process within the desktop environment
Must have experience leading and developing teams that support operations
Experience working with vendors management and service level management
Proven history of managing change and implementing complex initiatives within a call centre or back-office production environment
Service Desk Experience
Working knowledge of business and technical environments
Ability to influence others is key to successfully promoting change
Ability to work with people across all levels of the organization (from customer service agents to senior management)
Vendor and outsource service level management skill
Analytics and Communications skills
High level of technical ability, investigation and problem solving
Excellent customer service orientation, interpersonal skills are a must
Must have strong project management skills and attention to detail
Key core competencies in all EUS products
Ability to work across functions and reporting lines to drive and achieve results

VP of Service Delivery Health & Welfare Administration Resume Examples & Samples

Overall responsibility for the delivery of Health & Welfare Administration of high-quality service and maintaining client satisfaction while managing budget to financial profitability
Health and Welfare Domain Expert responsible for client-specific subject matter and overall HWA depth
Manage a staff of 5 – 7 Service Delivery Managers and a portfolio of 10 – 15 HWA clients
Coordinate, prepare and attend quarterly business review meetings; attend regular status meetings as required
Review all out of scope change orders to ensure all updates meet requirements, pricing is appropriate and profitability margins are met
Monitor client escalations and assist in plan for remediation
Implement and maintain standard administrative procedure
Review borrow/loan reports- goal to reduce non-administrative staff billable time to administration clients
Review profitability reports - prepare and plan for increasing revenue and reducing expenses to boost overall client profitability
Monitor open issues reports - review and prioritize to secure appropriate resources and drive resolution
Strategize with client to implement new solutions through standard product development
Maintain and post client account plans a review regularly with senior leadership
Implement a remediation plan through to resolution for clients being reported on the Hot List or Critical Care with a goal of green status and referenceable
Require strong technical, communication and management skills and extensive experience in managing the operations of a business
Health & Welfare domain expert - minimum 7-10 yrs experience
Client facing management experience, specifically for HWA clients
Staff management and account management experience, ie, P&L, client satisfaction, growth, guiding and advising clients , open enrollment and managing staff responsible for delivery
MS Excel, MS Word, MS Project,MS Access, Internet - required

EUC Business Operations Service Delivery Principal Resume Examples & Samples

Collaborates with team members to provide guidance, insight and awareness into strategic and finance status to ensure a seamless understanding and unified approach to managing EUC efforts
Understand and facilitate the integration of EUC and Sabre processes, people, and relevant technology, in order to identify, configure, and communicate useful information, and to provide practical business leadership to drive business decision making across the EUC group
Oversees internal team management of monthly EUC spend and cost recovery
Works with Finance to conduct hypothetical analysis reporting as well as spend and funding justification
Responsible for all EUC related funding approval processes
Develop analyses, projections, reports, and presentations; present information and guidance to leadership and team members to ensure seamless understanding of the EUC budget and stategy by all levels
Create and analyze recurring (e.g. monthly, quarterly, and annual) operational and financial reports and ensures clear communication to EUC team members and key EUC team partners
Define and enforce clear, measurable targets for operational and financial EUC metrics
Share knowledge and expertise in order to develop future leaders and to drive improvements to methods, tools, and processes, building a culture of execution and excellence at Sabre
Bachelor’s degree in business or IT field, MBA preferred

Analyst, IM Service Delivery Resume Examples & Samples

Operational Oversight: Meets the suppliers regularly to review performance and progress and checks invoices from suppliers to establish whether they are valid
Produces reports on defect/problem reporting data (e.g. data extracted from the configuration management system). Takes agreed actions relating to problem investigation and clearance within the allotted timescales
Provides information and advice, such as reporting on achievement of targets for incident control, in line with service level agreements
Analyses incidents and problems to show trends and potential problem areas, so that actions can be taken to minimize the occurrence of incidents and to improve the process of problem reporting, analysis and clearance. Assesses and reports the probable causes of incidents and consequences of existing problems and known defects
Uses the facilities of the tools and systems available to monitor and report on regular activities which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity, etc. Understands the use of service delivery metrics. Monitors the levels of service achieved, keeping detailed and clear metrics, and records all deviations from service levels
Uses sampling techniques, where appropriate, and statistical analysis to monitor irregular activities which are subject to SLA or OLA such as response times to service requests. Liaises with those responsible for problem management and/or incident management to analyze causes of deviation from expected achievement on a regular basis
Initiates action to maintain or improve levels of service within area of authority, recognizing issues that need to be referred to higher levels of management
Monitors progress of requests for support and ensures users and other interested parties are kept informed. Takes corrective action to avoid or minimize delays
Outsourced role responsibilities
Within own area of competence, provides correct responses to requests for support by means of, for example: Making system modifications, developing workarounds or site-specific enhancements, manipulating data, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers. Ensures all work is carried out and documented in accordance with required standards, methods and procedures
Initiates speedy and permanent resolution to problems in systems and services, by coordinating the efforts of the resolution team or teams. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents
Supervises all installation and maintenance work associated with the installation as a whole, including environmental and electrical services. Ensures that procedures are followed, particularly those relating to safety and security
Conducts investigations of operational problems, makes proposals for improvement, and implements them when appropriate. Participates in reviews of systems performance, provides advice, and assists specialists or other system or service providers to plan details of amendments and upgrades to systems
Assists with the maintenance of all service level management tools and processes
Uses available software or specialist monitoring tools to maintain awareness and control of the hardware and software. Identifies and rectifies a broad range of operational exceptions and error conditions and deals sensibly and responsibly with unexpected or extraordinary events or incidents, as directed by Incident Management function. Where these actions necessitate modification, restriction or complete removal of resources or services available, communicates with users, specialists and others, using appropriate methods (e.g. single point of contact such as Service Desk), to inform and escalate if necessary
Responds to enquiries by users, specialists or others and is able to deal effectively with a broad range of problems of moderate complexity, only escalating those which need specialist or management attention
Initiates preventative measures, such as identifying and investigating suspect software and other components. Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. Monitors deviations from requirements of agreed internal and/or external levels of service, and takes appropriate action

Analyst, IM Service Delivery Resume Examples & Samples

Strategy / Direction
Creates and maintains a catalogue of all available services (Service Catalogue). Defines the mapping of services to clients/users to establish the structure of service level agreements (SLAs). Establishes, documents and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency
Influences design and development of new and changed systems and services to optimize operational efficiency. Contributes to definition of associated standards and techniques. Recommends operational and maintenance acceptance of new systems and services
Contributes to departmental policy, procedures and practices on matters such as security, health and safety, environmental controls, service facilities and media storage
Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resource. Advises on policy and procedures covering the selection of suppliers, tendering and procurement
Business Value/ Context
Works with client/user representatives to determine service level requirements. Negotiates and agrees to service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security)
Manages customer expectations and perceptions in order to optimize customer satisfaction. Works with customers to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and satisfaction surveys
Obtains and manages budgets for the execution of third party contracts, taking responsibility for selling the products and/or services within own organization. Ensures invoices from suppliers are checked to establish whether they are valid, and authorizes payment
Liaises with service level management, in the specification of services, identification and choice of suppliers and negotiation of contracts and changes to contracts, service levels and specifications with end user management and suppliers. Either has sole responsibility for small contracts which are not mission critical or is one of a team handling larger or more important contracts
Regularly reviews Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that they are in line with SLA targets. Liaises regularly with service providers and customers to review and improve performance against SLA. Reviews SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of service provider and user management
Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, Information Security Risk Assessments, Segregation of Duty, adhoc audit requirements, etc…). Liaises with those responsible for problem management in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service. Initiates action to maintain or improve levels of service, referring issues to higher levels of management as required
Monitors levels of service achieved, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs, and initiates appropriate action involving other service management functions as necessary
Monitors the effectiveness of all service level management tools and processes in use. Recommends and justifies the purchase of new or upgraded tools and processes
Ensures that regular meetings to review performance and progress take place with suppliers
Develops contracts for the supply of products and/or services, ensuring that each contract underpins the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met
Is fully responsible, or leader of a team, for the liaison between the customer and the supplier organizations, owning the relationship on behalf of the customer organization, and enabling all communications to take place effectively and efficiently. Is the first point of escalation for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict
Ensures that users in own organization are aware of the terms and conditions of contracts, and deal appropriately with suppliers. Facilitates good communications between suppliers and users within own organization
Ensures that quantitative and qualitative data is collected and analyzed to monitor the suppliers performance against agreed service levels, publishes the results, and initiates actions based on results. Ensures proper monitoring of the contracts and recommends actions, including the enforcement of any penalty clauses, to bring contracts back into line or to terminate them
Maintains agreed statistics for quality assurance purposes to assess the ongoing success and effectiveness of the process

CFS Service Delivery Resume Examples & Samples

Working closely with both internal and external teams and vendors to guarantee continuous infrastructure availability
Delivery on Service Level Agreements and maintaining solution performance and operation for all software defined infrastructure services
Ensuring availability of Applications, related Databases and access
Liaise with CFS development teams regularly
Liaise with various other Technology teams when necessary
Understand and follow correct escalation procedures
Perform Release Management activities - Build/Test/Deploy of application code, Database, etc
7+ years experience as Linux Systems Administrator
Proficient in multiple infrastructure disciplines and functions
Proficient in scripting, preferred Perl and Python
Familiar with one of the configuration management tools (Puppet, CHEF)
Experienced with Continuous Integration tools like Jenkins
Experienced with SQL Database
Experienced in Java application support
Experience with source control management systems and continuous integration/deployment environments
Experience with automated testing
Experience with debugging, performance profiling and optimization
Comprehensive understanding of object-oriented and service-oriented application development techniques and theories
Experience working across large infrastructure environments and distributed across multiple data centers
Communication Skills - ability to explain/understand relevant issues
Telephone Skills - polite mannerism/informative/helpful
Problem Solving Skills - natural inclination towards problem resolution
Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations
Industry Understanding - previous experience of Investment Banking industry preferable
Teamwork and co-operation - Ability to gel and work in a team oriented environment
Initiative - ability to think proactively

Audit Manager General, Service Delivery Audit Resume Examples & Samples

Minimum of seven years proven and progressive audit, business, and/or accounting experience or equivalent
Minimum of a Bachelor’s/Master’s degree in business, accounting, finance and related field
Professional certification (s) preferred
Ability to work with a diverse group of individuals at all levels
Strong managerial, written and verbal communication skills, analytical, problem-solving, organizational, decision-making and interpersonal skills
Ability to exercise discretion, work independently within broad guidelines, tactfully handle sensitive and confidential data and complete assignments timely
Proficiency with personal computers as well as pertinent mainframe systems and software packages

Digital Service Delivery Account Manager Resume Examples & Samples

In this role you will
4+ years relevant business to business service/relationship management experience
Solid understanding of financial terminology and customer’s profitability
2+ years relevant hosting experience
Bachelor’s degree in related field
Uses professional concepts as a seasoned experienced account manager with a full understanding of industry practices and company policies and procedures
Expected to be constantly seeking opportunities to drive change and development to products, the team and processes
Advanced Knowledge of servers/computer hardware and software a plus – or an aptitude and desire to expand technical knowledge
Knowledge and/or certifications in the following: ITIL or Project Management

GM F&a-service Delivery Resume Examples & Samples

You with CA/ICWAI / MBA from Tier-1 institutes would be given preference
Prior Exposure in having implement ERP or oracle tools in F&A environment
Should have in-depth knowledge of managing F&A operations metrics
Analytical and numerical ability
Proven Presentation and communication skills with flexibility in work hours
13+Years of experience in F&A service Delivery in a third party environment

Service Delivery Team Supervisor Resume Examples & Samples

Manage a group of ~8 stock plan administrators who are responsible for supporting the daily administration and service delivery functions of Morgan Stanley Global Stock Plan Services clients
Manages staff and is involved in all aspects including recruiting, training, professional development, and HR related matters
Become an expert in the GSPS applications using all available resources
Provide training, and guidance for day to day service delivery ; assist staff’s ability to effectively interface with corporate clients on a daily basis
Develop and implement procedures to ensure service delivery standards are consistently met in accordance with service level commitments
Partner with other supervisors, Client Managers, and Implementation to coordinate solutions for client issues and questions; deliver solutions that are acceptable to the clients and to the business minimizing manual and “out of the box” procedures
Support testing of new GSPS applications and functionality when appropriate
7+ Years’ experience working in Equity Compensation, whether as a Corporate client or in a vendor service organization
Direct experience managing or as a key contributor of a client facing service delivery team
4 Year college degree
Level 1 CEP preferred
Organizational skills with excellent attention to detail
Client management skills; desire to be in a service business focused on the client’s needs
People skills, approachable and people focused management style
Ability to collaborate with management, department supervisors and functional teams across GSPS
Ability to multi task and manage multiple initiatives while maintaining control over day to day administration function
Ability to work in a fast paced environment and meet tight deadlines

Director of Service Delivery Resume Examples & Samples

Providing demand management, project management, business analysis and transition management
Partnering with Enterprise and Solutions Architecture and Strategy teams to determine application roadmaps, standards and enterprise architecture fit
Working with Application and Infrastructure Engineering teams to design, architect and build the solutions
Providing analysis and support for incident and problem management and resolution
Managing overall portfolio investment levels
Monitoring and measuring the quality of the solutions delivered
Monitors and manages program/project baseline to ensure activities are occurring as planned - scope, budget and schedule – manages variances
Anticipates problems before they occur; defines the problem or risk; identifies possible causes; works with team to identify solutions; selects and implements most appropriate solution
Ability to balance both the "science" of how to perform program/project management and the "art" of program/project management, which is learned through experience and skill training/application
Demonstrate business analytics to manage and meet sponsor and customer needs
Service Delivery Manager is expected to act independently to deliver program/project to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
Service Delivery Manager leads program/project teams consisting of cross functional, global, and virtual groups; directly supervises staff; assigns responsibility to members; monitors progress
Service Delivery Manager coaches, mentors and supports less experienced program/project managers
Experience across packaged and bespoke systems and infrastructure, ideally on an international basis
Strong communication and interpersonal skills (includes negotiation)
Extensive experience in program/project management

Service Delivery Apprenticeship Resume Examples & Samples

Organisational skills with the ability to prioritise work effectively and manage multiple tasks in a fast paced environment
Ability to work calmly under pressure and successfully meet deadlines
Ability to take a flexible approach to providing excellent service delivery
Interpersonal skills and the ability to work effectively in a team environment but also be comfortable in working alone, using their own initiative
Communication skills, both written and verbal as the role requires the candidate to regularly communicate with colleagues from different levels of seniority
Demonstrate experience of working in a team environment
Proactive, co-operative and enthusiastic approach to responsibilities with an ability to make decisions
Use of initiative to identify process gaps and create activity to address these
Computer literacy with experience using Microsoft Office including Excel, Powerpoint and Access
High level of confidentiality

Application Service Delivery Professional Markets Resume Examples & Samples

Production Support experience in a high availability environment
Team leading experience (not necessarily management)
Strong SQL
Exposure to UNIX scripting / programming
Ability to lead and influence
Ability to follow process and procedures

Application Service Delivery Resume Examples & Samples

Ability to quickly and effectively establish strong relationships across internal CIO organization, CTO/TI partners and with other enterprise project leaders. Experience compiling standard project management practices and reporting routines
Must have an understanding of the bank’s infrastructure/architecture roadmap and an ability to recommend and institute process improvements
Strong and succinct communication skills for a wide, diverse audience (from very senior to junior and business-centric to technical resources). Must be a self-starter, organized and able to manage multiple project priorities. Experience working in heavily matrixed organizations and distributed teams, including offshore partners
Background managing technology projects
Solid MS Office skills, including Excel and PowerPoint. PMP certification desired

Service Delivery Systems Operations Manager Resume Examples & Samples

Provide direction, development and leadership to your team
Ensure that systems, processes, and methodologies are specified to ensure effective monitoring, control, and support of service delivery
Works with individual process owners and managers to identify issues, performance levels and potential improvements
Deliver a high level of customer service through a positive customer-focused attitude
Maintains relationships with technical team and HR business partners
Bachelor’s degree required in the related field
5 years of management experience
5-10 years of service delivery experience
Creative and innovative, able to translate industry best practices in to transformational corporate technology solutions
Strong interpersonal and negotiating skills with the ability to take initiative and work independently
Understanding of Software Development Lifecycle (SDLC) and Project Lifecycle
Deep understanding of Information Architecture and content management best practices
Experience in a shared services environment preferred

Desktop Service Delivery Resume Examples & Samples

Check in and out of retails stores upon arrival and departure
Verify settings on Cyberex via hyper address
Perform preventive maintenance on scheduled equipment
Close ServiceNow tickets related to problems and preventive maintenance
Exceptional customer service skills and representation
Ability to work flexible shifts and adapt to changing work schedules
A+ CompTIA technical certification

Service Delivery Center Specialist Resume Examples & Samples

Managing effective workforce administration, employee lifecycle and exit administration
Providing active support for Switzerland/EMEA employees, managers and HR departments in personnel administration processes
Conducting transactions in accordance with the procedures and regulations for the country, with the highest standards of time and quality under the contract with the customer
Provides answers, solutions and recommendations for inquires related to HR processes/procedures by utilizing solutions provided by HR SMEs
Input, update and maintain all HR related data via HR System in a timely manner
Assist in identifying areas to improve communications and efficiency of operations and implementing changes
Solid attention to detail combined with successful time management and prioritization skills
Very good communication skills and ability to work in a team
Self-motivation, ability to prioritize tasks and work to meet tight deadlines

Group Finance Lead-business Service Delivery Resume Examples & Samples

Bridge KraftHeinz strategies/objectives with key internal stakeholders (i.e. – Business Units, Customer Supply Chain, Sales) to drive profitable growth through Order-to-Cash processes - $22B+ in revenue is handled through this function
Facilitate Planning and execution with the 3P, Sales, Finance and Operations to support customer business processes
Champion KHC MBO’s and lead necessary operation/ customer business process strategies and supply chain interactions to improve performance delivery, cost effectiveness, and service excellence. Identify strategic opportunities and execution of agreed upon deliverables and leverage appropriate resources to formulate mitigation strategies
Manage internal/external customer initiatives to identify/implement streamlined customer business processes that improve service, drive efficiency and reduce cost across the OTC cycle/ Supply Chain
Develop and leverage effective relationships with the 3P and key internal stakeholders in leading and influencing the successful interpretation of customer supply chain needs and the execution of initiatives to improve service and drive down costs
Develop the capabilities of the 3P in achieving organizational MBO’s by defining service requirements, providing linkage and governance, and providing appropriate and ongoing feedback
Provide Customer Service Subject Matter Expertise to ensure consistency and sustainability of OTC processes
Direct the development of and provide input for the content of customer communication materials such as quarterly performance reviews and policy/ program changes
Participate in the planning, development, and oversight of ZBB budget worth over $30MM in annual spending
Partner with Kraft and 3P Financial controls to ensure all financial accounting policies are executed in compliance with internal standards/ expectations and audit controls

Service Delivery & Operations Resume Examples & Samples

Advanced Technical Support for Event and Incident Management
Global troubleshooting to provide event and incident response and restoration
Maintains System access to participate in troubleshooting efforts
Review and support Break/Fix changes to and from vendor
Post incident follow up actions
Ensuring global consistency through the use of repeatable NSIM processes, procedures and roles
Maintaining stability in the network as changes are introduced and executed
Follows documented Network Center standards and procedures
Develop and/or maintain necessary incident management communication
Answers incoming problem calls from customers and internal sites and engages necessary resources to resolve associated tickets
Ability to manage client escalations and negotiate resolution
Follow and enhance existing process and procedures
Expected to quickly become familiar with existing infrastructure and be able to rapidly respond to service impacting outages
Contribute on Network Services projects, specific to Operations, under the direction of the Technical Analyst Manager
Experience in NOC or relevant customer service skills
Experience with ITSM Remedy
2 – 3 years working experience working with F5 Networks – GTM, 3DNS, LTM and BIGIP Load balancers
1 – 2 years experience working with Radware/FireEye
1 – 3 years experience working with Proxies (Bluecoat, NetAPP and Sun and proxy infrastructure)
1 – 3 years experience working knowledge of DNS, DHCP,QIP, BIND, HTTP, and TCP/IP
Experience working with Linux
1- 2 years of in-depth hands on troubleshooting experience within the Security Core Technologies, including low level design and engineering
Knowledge of troubleshooting using Sniffers, TCP Dump, Splunk and Wireshark
Functional understanding of networked applications requiring application traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, ANYCAST services, and others
B.S. degree in Computer Science, Engineering, Business, or equivalent preferred
CCNA is preferred
Excellent oral and written communication. – Must be able to communicate at all organizational levels
Strong analytical skills. – Must be able to think outside the box
Leadership skills during technical troubleshooting triages

AP Coordinator of NA Service Delivery Operations Resume Examples & Samples

Work daily with our outsourced AP provider (IBM) to give guidance on AP processing and open issues
Work internally with all levels of the organization to address IBM roadblocks, through resolution
Audit outsourced activities such as vendor maintenance, third party compliance, delegation of authority, payments, ACL reporting
Handle all Level 3 (escalated) help desk issues. Ensure suppliers’ and internal customers’ needs are met timely
Meet with businesses (buyers, sourcing, management, and accounting) and address their concerns and ensure that any IBM issues are addressed and that AP is meeting their business needs
Perform any AP function in-house that is related to DOD (Department of Defense) work
2 year college degree

Senior Director, Global Service Delivery Resume Examples & Samples

BA/BS in an appropriate field is required and MBA is a plus
Qualified candidates should have at least 15 years managerial experience in a Customer Support environment, ideally with 5 years of these as the operational leader of a customer contact center and at Sr. Management level
Experience delivering strategic solutions for a very diverse customer base
Experience leading in a in a global environment
Proven ability to drive consistency in leadership, policies and processes across multiple operational units is a must
A global business perspective
Strong operational and management background with the proven ability to lead multiple locations
Excellent verbal and written communication, presentation and negotiation skills in a multinational Sales environment
Excellent Problem Solving and Decision Making Skills
Ability to develop strong professional relationships and to influence peers, managers, business unit leaders and other teams
Strong leadership, motivation and people skills
This position will require International Travel

Markets Tokyo Service Delivery Resume Examples & Samples

Act as the first-level client advocate and coordinator with all Markets and other functional departments and related BNYM entities that deliver services to each of the incumbent s assigned clients while also balancing the interests and requirements of the firm
Understand the team goals and the requirements from the management
Work closely and cooperate with managers to accomplish the team goals
Assist managers in assuring internal policies and procedures and external regulations, at times across multiple countries, are adhered to along with acting as management back up in their absence
Provide his/her gained skill and knowledge to development and act as fist escalation point to more junior Service Delivery members
Monitor procedure effectiveness, report deficiencies and recommend enhancement solutions
Conduct analyses and research for internal reports as required. Uses good judgment to mitigate risk
At times performs actual service delivery functions
Under the guidance of the Service Delivery Manager s/he may be required to organize, participate and occasionally lead autonomously regular Operational Service calls with the other Markets Service Delivery managers in other regions
Be familiar with all aspects of at least one complex Markets product and be able to interact independently with Credit, Risk, Product Management, IT, Relationship Management, and Tokyo Business Manager on the service delivery of the relevant product
Serves as a role model for company values
Bachelor s Degree or equivalent. College Degree in Financial related subject preferred
5 to 7 years related securities servicing industry experience including at least 1 year of capital markets related experience in assigned product(s)
7+ years’ related securities servicing industry experience including at least 3 years of capital markets and assigned product(s) experience and knowledge of the securities industry clients preferable
Strong client, organizational, analytical and execution skills
Team player with positive attitudes
Active communicator with clients/prospects
Strong communication skills to build good relationships with managers, team members, colleagues and various related teams, etc
Strong presentation, administrative, and computing skills
Demonstrated ability to lead colleagues to deliver service accurately and on time

AVP, Service Delivery Digital Operations Resume Examples & Samples

To achieve individual goals & targets & service levels of Team Manager, Customer Service Centre and Quality Assurance
Adept at handling/ leading both Processing Centre and Contact Centre Operations
To develop team members in meeting individual & team service standards, campaign targets
To adhere to professional standards behaviour & conduct in dealing with customers & fellow staff
To proactively identify opportunities to improve the service performance
To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Team Productivity, Cost per transaction (CPT) & Quality Processing
Manage, supervise, motivate, and train team members to build up an efficient, knowledgeable and professional digital service/relationship team
Implement new processes / initiatives on pan India level and on a local level, which will either help in improving the customer engagement & processing capability or enhance regulatory compliance
Nurturing talent in the team members
Ensure all activities related to KYC and processing is adhered with respect to bank guidelines and completed within agreed SLA/TAT
Regulatory process and guidelines are adhered to as per defined guidelines by L&C and RBI
To ensure onboarding training, referesher course and LMS training are executed and completed within the timelines with pass percentage
To ensure that block leaves are planned and availed as per the arrangements
To enusre that key KPI & Metrics are adhered to at all times and exceptions to be monitored and highlighted immediately
To produce team performance metrics and also CSR scorecards on monthly basis
To provide constructive feedback on call volume forecasting and scheduling
Cross Functional Collaboration between Processing Centre & Contact Centre Operations
Obtain minimum satisfactory audit rating for the team
To be able to manage insource and outsource staff effectively
Experience in running 24x7 contact centre operations or banking operations managing large teams of at least 10 members directly
Sound knowledge of KYC, AML and Account services guidelines
Demonstrated track record in managing and leading CS or Operations team

Service Delivery Resume Examples & Samples

Monitoring Role: A 24x7 application monitoring service to proactively assess problems before the customer has to report them
Response Role: System information, contact information and processes in place to coordinate the necessary IT response to system problems. The CAP team works closely with the Incident manager and assists and/or leads the efforts to respond to incidents. They may serve as the principle facilitator, mediator during the outage. They serve as the note taker and report writer for major incidents
Prevention Role: Coordinate necessary changes in system information, contact information and existing processes to prevent recurrence of problems
Service Improvement Role: The CAP acts as the principle facilitator, mediator, note taker, and report writer when Incident/Problem reviews are conducted
Will disseminate and respond to major incidents according to response/communication plans provided by CIT/CSS. Response to monitor alarms will be performed according to monitoring plans negotiated between CIT/CSS and the application service provider. Will assist in establishing, documenting, and maintaining these plans under the guidance of federal leadership
Document and turnaround draft Incident/Problem review reports for review by management and customer
The Client provides the monitoring tool ? which is an application monitor of monitors configured specifically for the environment
Network Services: TCP/IP and other standard internet protocols, Websense Proxy Server, DNS, firewalls, Internet, Internet II, LAN, Videocast, 802.11 Wireless, IPv6, Secure Shell (SSH), Telnet, Cisco Virtual Private Network (VPN)
IT Security: Security problems include hoaxes, malicious attacks, and viruses. Also includes a knowledge of PKI, encryption, digital signatures and the use of Smartcards (PIV). BDS Secure File Transfer
Telecommunications: Octel voicemail systems, ISDN telephones, VOIP technology (Cisco and Microsoft Lync)
Email (messaging): email technologies include Blackberry, Central Fax Service, the MS Exchange Central Email Service, L-Soft Listserv, Office 365, Expertise in Outlook (including add-ons), Outlook Web Access (OWA), Mac OS X Mail, Entourage, web browser mail, and Pine clients; Listserv administration and management
Strong analytical, estimating and problem solving skills
Excellent communication, interpersonal and collaboration skills
Ability to present and explain technical information to diverse audiences
Ability to be flexible, adaptable and learn new concepts quickly
Ability to work effectively in a team environment with aggressive deadlines and multiple priorities
Demonstrated understanding of ITIL processes, operations and procedures
Experience with processes involving problem identification, recovery, escalation and resolution
Able to function well in a fast-paced and adaptive environment
Scientific Information Systems: UNIX-based ALW and Helix systems, Porpoise and Web of Science citation and literature searching services. Knowledge of UNIX and high performance computing systems
Enterprise Systems: Plumtree's portal, ORACLE Financials, PeopleSoft, , Netegrity Siteminder, and Eclipsys. specific systems include the, nVision, ITAS, DW, HR systems, PMS, NBS, CGE Travel, eRA, CRIS, NED, Login, TechTracS, Qlikwiew; NEES; NIDB; DDRMS; ServiceNow IT Service Management Tool, Spok toolset including scheduling and paging
High school diploma or equivalent and 3 ? 5 years of prior relevant experience

Service Delivery Senior Project Manager Resume Examples & Samples

Help drive National level projects, under specific programs, to completion with project skill set and critical thinking. Examples will be operational projects that deal with implementation of
Clinical devices across Care Delivery Organizations (CDO)
Work w/ internal and external stakeholders to deliver on the adoption of a clinical application across Care Delivery Organizations. The projects may include all SDLC phases or just the implementation phase
Planning for each initiatives, getting buy ins from stakeholders, create project plan with CDO team's input, understand what milestones are needed to be completed, proactively look out for risks, escalate as needed, use power of persuasion and sound judgment to create consensus among stakeholders
Ability to plan out an initiative from inception to completion
Ability to work with and drive the CDO project team as well
Understand the operational project level details and come up with project plan details
Create and own the project activities and tasks related to Initiatives
Operational Project management and implementation at national level
Communicate current and accurate status of project to all levels of management
Develop and maintain project management-type artifacts such as project plans, risk/issue log, status reports, communication plans, RACI, etc. to support project
Collaborate and negotiate with project teams to manage scope, resources, budget, and timelines to achieve business objectives
4-6 years of Project Management experience
4-6 years MS Project, Access, Word, Excel, PowerPoint, SharePoint, and Visio
Strong communication skills and confidence delivering presentation to management
Demonstrated ability to exercise good judgment
Ability to prioritize tasks, multi-task, and solve problems under tight deadlines
Previous experience in successfully delivering on Operational projects in a matrix environment
Good understanding of how Scope, Resource, Budget, Quality and Time impacts a project and be able to proactively manage them along with identifying Risks and putting in mitigation steps
Documentation experience is needed including project plan, business requirements, SOPs etc
Comfortable with report outs and presentation to management
Knows how to create different levels of status reports with varying appropriate details
10-15% Domestic Travel
Undergraduate degree and/or 4-6 years of Project Management experience
Experience in Risk Adjustment
Intermediate Access and Excel skills
Experience and knowledge of health and medical data
Experience in handling data
Familiarity with government pay for performance programs
Six Sigma/PMP certification and/or exposure
Ability to build strong relationships across a variety of stakeholders

Director of Service Delivery Resume Examples & Samples

MBA/ MS or Bachelor’s Degree with relevant experience
At least 15 years of operations experience at an ITeS, BPO or Internet services & online business with deep industry expertise in service delivery and outsourcing
Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Experience with socializing and presenting analysis, proposals and strategies to organizational leaders with a demonstrated affinity for metrics
Demonstrated success in building operations teams in customer service
Strong analytical and problem solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members
Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing and business development teams
Strong track record of cross-functional leadership, general management capabilities. Experience with a matrix driven organization
Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with agile mind set and can-do attitude
Charismatic leader and successful people manager with the highest level of integrity, and potential to grow further beyond this role as part of Google’s internal talent pipeline for Senior Leadership
Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives
Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects
Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders
Data driven with a keen eye for detail – proactive identification of failure points/ risks and develop action/ mitigation plans
Ownership & accountable – for the team performance (SLAs and KPIs)

Service Delivery Project Lead-remote Within the Resume Examples & Samples

Lead projects within the CT COE, including on-boarding of ACS IoT projects into Connected Technologies Digital Operations utilizing standard PM processes
Scope, schedule, budget and resource management to ensure successful project execution
Project-level Risk and Opportunity Management
Project-level Change Management
Project-level Milestone establishment, status, and schedule impact analysis
Project closure and financial reporting
Work with SMEs, Analysts and other Project Managers/ Engineers as needed to resolve resource disconnects
Establish and execute an effective communication plan that keeps leadership appraised of each project’s status, as well as impact to portfolio metrics and business case
Preparing and presenting project reviews, as required based on project size / portfolio complexity
Global responsibilities may require off hour meetings and activities periodically
Bachelor’s Degree in Engineering, Science, or Business related discipline
Minimum of 5 years + experience of Project Management experience
Minimum of 3 years + experience working with and supporting virtual teams
Minimum of 5 years + experience managing IT Service transitions
Strong written and verbal communication skills, including presentation skills, with an ability to quickly identify the critical issues and positively influence others in a rapidly changing environment
Ability to lead teams, resolve conflicting requirements and drive critical projects to successful, timely completion
Ability to work with cross-functional engineers (integration, verification, software, systems) when needed
Able to work independently with minimal direction, including multi-tasking to keep commitments
Have a basic understanding of test architectures, processes, and procedures
PMP or other similar certification desired
Understanding of Agile project methodologies desired
Green Belt Certification desired
In-depth working knowledge of Excel, PowerPoint, Outlook, MS Project, and SharePoint

Service Delivery Portfolio Manager Resume Examples & Samples

Manage the day to day Service Delivery operations and act as interface between Delivery and the client account Program Manager and Project Managers
Achieve contract SLAs and agreed SLOs
Achieve agreed Account satisfaction targets; participate in the Account Satisfaction process to drive improvements in service quality
Assist clients in the achievement of their key business imperative
Follow standard Service Management processes and adopt tools as appropriate
Contribute to GL target for the client account
Manage Account Cost to agreed plan and implement Productivity Improvement initiatives
Assist in the identification of business growth opportunities
Manage incidents as key success factor. Ensure adequate communication with client and GL in any major incident. Perform "Exec Alerts" as defined
Manage problems and changes according to contracted SLAs/SLOs, ensure sound RCA to avoid repeated occurrences
Develop and drive Service improvements based on RCAs, trends and client inputs
Fulfill process requirements and avoid unauthorized change execution
Manage Account Compliance
Ensure day-to-day service operations communications are delivered to the client
Provide leadership and direction to the Service Delivery teams involved in service delivery
Develop and present client reports
Support Account planning/strategy
Support Proposal development for account including qualification of new business opportunities
Continually identify ways to reduce costs, enhance service and process quality
Monitor and manage service delivery performance of Subcontractor/third party
Provide input to and help deliver transition plans
Own Disaster Recover plan if applicable
Support the GL in the management of contract change and service related issues
Provide appropriate account specific information to service suppliers
Attend joint agreed GFTS/business/Project team meetings, as appropriate
Provide/manage continuous improvement of all services provided and identify alternatives/options to these services
Support accurate asset management accounting and control
Participate in a Service Management 24x7 on-call
Bachelor's Degree or 8+ years experience in Service Management
Excellent Communication Skills both: written and oral
Black Belt in Six Sigma Highly Preferred
Demonstrated IT Service Delivery Management experience in a senior position handling multiple projects and programs
Exceptional Dashboard and KPI Reporting
PMP Certification/Scrum Master Highly Preferred
ITIL V3 certified (preferably Expert level)
8 years + Service Management

Service Delivery Resume Examples & Samples

Total ownership of customer relationships, escalations and service delivery functions for a designated geography
Focal point for all service related matters as well as being access point for non-service related issues
Attend regular customer service meetings representing GE delivering Service reports in line with contractual obligations with key customers
Delivery customer service reports in line with contractual obligations
Minimize exposure to service credits work with customer support team and incident manager
Responsible for all customer generated service requests from production to closure
Work with service support teams and Managers from a strategic level to ensure 1st class service delivery is achieved using feedback from customer and reporting cycles
Build solid customer relationships gaining trust and respect through delivery of contractual commitments
Bachelor’s degree and some leadership experience in management or individual leadership role or equivalent knowledge and experience (defined as High School Diploma/GED and proven progressive experience with leadership experience direct or indirect or technical leadership experience.)
Willingness to travel within your specified geographic region
Prior service delivery or field service experience
Strong customer facing skills and delivery of results
Proven ability to influence and drive change through exceptional written and verbal communication skills
Proven ability to effectively communicate across a distributed workforce

Service Delivery Resume Examples & Samples

Graduate in E&TC or Computer Engg or IT or any other equivalent domains
Project management
Any additional certifications specifically in areas of IP/MPLS/Voice/Microwave/Transmission
Strong Communication Skills, good analytic and Project management skill
Strong technical background in OSP, IP/MPLS, Transmission, Voice, Microwave and GPOPN
Trouble shooting/guiding skills
Experience in Service delivery operation and project management in telecommunication or in similar domain
Multiple Team coordination
Strong presentation skill
Excellent knowledge in OSS and BSS tools
Service delivery operations in Feasibility, OSP, Planning, Config, Testing , Billing , etc
Min 8-12 years’ experience in Telecommunications /similar domain
Experience in handling of Telecommunications Product Service Delivery Operations
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100

Director, Payroll Service Delivery Resume Examples & Samples

Provides oversight and direction to the regional payroll team(s) to ensure the timely and accurate processing of payroll in alignment with global strategy and standards, compliance and quality
Establish short and long term goals for the payroll team providing guidance and direction to staff. Foster an environment for career development and ensure performance assessments align with established goals
Partner with business leads, the HR function and HR Shared Services on incident/problem management to ensure solutions are in compliance with business needs and integrated process remains intact
Partner with HR to ensure that the collective bargaining agreement between the organization and the AFL-CIO is upheld
Execute approved regional payroll project roadmap and ensure project deliverables are completed on time by following established procedures and schedules and managing resources efficiently
Manages payroll vendor relationships at the regional level to ensure adherence to Service Level Agreements (SLA’s). Work closely with payroll vendors to implement upgrades, new processes and/or change existing processes as well as to maintain current processes
Stay abreast of industry trends, including new functionality. Remain proactive on providing direction, making recommendations and establishing proposals for enhancing efficiency. Ensure recommended enhancements and changes are in compliance with Sarbanes Oxley, government regulations, and corporate validation processes
Track, analyze and report regional Payroll Shared Services established metrics. Utilize metrics data to drive process effectiveness and adherence to SLAs
Minimum of a Bachelor's degree (or equivalent) and a minimum of 8 years of experience. However, a combination of experience and/or education will be taken into consideration
Prefer expert knowledge of ADP or other payroll systems as well as other related 3rd party vendors. Working knowledge of payroll, timekeeping, general ledger, HR information systems and customer case management tools is beneficial to the success of the payroll service delivery team. Microsoft Office products (including Power Point and Excel) is necessary along with a sound knowledge of US GAAP
Must possess excellent analytical & problem resolution skills. Must possess strong interpersonal skills, and clear oral and written communication skills with the ability to interact effectively with all levels of management. Must possess superior management skills, a strong work ethic, consensus gathering skills and organizational skills. Must have the ability to motivate others (team building) to perform at peak levels with the ability to enhance the organization’s capabilities through effective management of resources and skills. Must be flexible to adapt to a dynamic and changing environment. Must be able to project a professional image, a discreet work manner and possess a high level of confidentiality
Position functions semi-autonomously. Position directly supervises the Payroll Manager and their staff. Must be able to carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing concerns and resolving problems
CPP preferred, but not required
Ability to read and interpret complex business and/or technical documents. Ability to write comprehensive reports and detailed business correspondence. Ability to work with managers, directors, function heads and officers of the company with excellent communicate communication skills. Ability to present to audiences across the organization
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs. Ability to develop and interpret logic statements. Ability to develop formula type mathematical expressions
Ability to solve problems with complex variables through non-standardized solutions that require independent judgment and analysis. Ability to draw inferences and use deductive reasoning with no prescribed procedures to solve complex problems
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties
Typically sitting at a desk or table. May be required to stand; walk; stoop; bend; kneel; and climb steps. May require use of hands and use of arms. Light lifting requirements
The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties

101

Service Delivery Executive Resume Examples & Samples

Bachelors degree (or equivalent) required, MBA or equivalent degree required from accredited university preferred
5-10 years in IT/SW industry or relevant functional experience
2+ years SAP experience
Relevant experience in at least 2 functional areas (e.g. service, product management,sales, services, …) is a strong plus
Capability to talk to all level of management internally as externally
Networking / Managing Relationships strength

102

Service Delivery Resume Examples & Samples

Experienced in incident, problem, capacity, change
Experienced in working in an influential role and building stakeholder relationships
Experience in managing vendor and supplier relationships
Experience in working in Asia Pacific liaising and communicating at all levels across the region
Strong communicator able to create and maintain people relationships

103

Process Expert Service Delivery Resume Examples & Samples

Centralized business process governance
Analysis of business requirements and the identification of process improvement opportunities, aligned with business KPIs, which can be delivered via the Mercury solution
Effective governance and management of the Mercury control framework
Responsible for design and documentation of functional requirements
May be called to lead projects across functional and technical areas
Communications/Training/Documentation
Provide guidance and analytical expertise on enhancement requests raised by working communities. Recommend other system and/or process changes to senior management
Participate in the selection, development, monitoring of, performance management and overall improvement of several process team members
8+ years’ experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP SD
Knowledge of SD integration with SAP PS and SAP CPM very beneficial
Knowledge of SAP functionality specifically in the areas of SAP SD
Knowledge of integration with SAP PS and SAP CPM

104

Infrastructure Service Delivery Resume Examples & Samples

Build and maintain the current operating system image(s) based on stringent customer requirements using the Dell KACE K2000 Deployment Appliance
Develop and automate solutions to complex business problems using advanced scripting techniques
Identify, evaluate, and deploy operating system and third party application patches using standardized ITIL change management processes
Prepare application packages using Windows Installer technology for unattended distribution to enterprise systems
Improve existing standards and operational processes over time while incorporating new features and capabilities of Dell KACE as they are released
Assist in the support and maintenance of the Dell KACE K1000 Systems Management Appliance infrastructure
Continuously work to develop collaboration between Dell Services and the customers organization to provide an exceptional customer experience

105

VP Global Service Delivery Resume Examples & Samples

Broadridge has strong positions in large and attractive markets with lots of room to grow. It holds leading positions in many of its businesses, which participate in the broader $100 billion-plus capital markets technology and services market
The company has a balanced and diverse revenue base across four primary business lines: 1) Bank/Broker-Dealer Communications, 2) Mutual Funds and Retirement, 3) Corporate Issuers, and 4) Bank/Broker-Dealer Technology and Operations. This gives Broadridge both unusual resiliency, as shown by its performance in the recent economic crisis, as well as an excellent platform for growth
Broadridge is growing across all four business lines by demonstrating its strong market positions and relationships; its unique network that connects investors, brokers, mutual funds and public companies; and its strong brand/service reputation. Broadridge's clients trust it with unparalleled critical data, giving it a unique position in the U.S. and global capital markets
The company is growing both organically and through acquisition. Broadridge has invested over $750 million in acquisitions, complementing its key growth priorities
10 years of experience in Client-Facing Service Delivery
Experience leading large implementations
Experience leading Multi-Channel global Customer Service teams
Experience creating self- service customer service model
Demonstrated capacity to make decisions in ambiguous situations
Sound problem identification, judgment, resolution and decision-making skills
Can establish and articulate a vision, set goals, develops and executes strategies, and track and measure results
Can build and motivate a strong team to achieve and exceed customer expectations
Extraordinary organizational skills to facilitate work in a fast-paced, rapidly changing environment
BA/BS Degree; advanced degree preferred

106

Service Delivery Business Manager Resume Examples & Samples

Provides support to senior leadership by providing information regarding business systems, data and process initiatives
Manages the development, tracking, maintenance, and reporting of performance metrics (for example, data quality, customer metrics, financials)
Provides analytics to evaluate and ensure efficient, cost effective operational solutions which support systems processes and functional requirements
Manages, through subordinate individual contributors, (including but not limited to consultant specialists, leads, project managers) the coordination of the activities of a section or department
Manages team leads and professional/technical employees typically performing similar or related roles or functions. May also manage contractors, offshore resources and/or matrix employees
Manages financial aspects of the department supports AIO who is accountable for direct budget
Leads HR/People processes for the department including performance management, resource management, compensation planning and administration, objective setting/alignment, employee development/coaching and training
Develop a high performing team by providing vision, strategic leadership and talent development
BA/BS degree in related field and/or 4 years of equivalent work experience
A minimum of 5 years of progressively responsible management experience in following areas: planning, budget/financial management and staffing
Focus on the Customer
Communicate Effectively
Develops Self/Others
Thinks and Acts Strategically
Solve Problems through Planning and Analysis

107

Application Service Delivery Resume Examples & Samples

Strong drive for results and self-motivation
Displays a sense of urgency
Thrives in a collaborative environment
Enjoys teamwork and partnering with others, but can work efficiently as an individual contributor as well
Proficient in the Microsoft Suite and other basic applications
Demonstrates leadership abilities
Demonstrates problem solving abilities
Strong work ethic and ability to work in a fast-paced environment
Interest in technology’s role in the financial service industry
Capable of understanding technology and business requirements
Exhibits ability to learn and understand technical concepts
Technical skills should include knowledge of or familiarity with databases (internal and external platforms), SQL, Active Directory, UNIX, LDAP, and Quartz
Flexible – ability to juggle multiple priorities in order to meet tight deadlines

108

IT Director, End User Service Delivery Resume Examples & Samples

Core Platform Services (standard compute devices, virtual desktops, mobile device management)
Productivity, Collaboration and Social Services (email, sharing services, Office 365 and real time messaging)
End User Experience Services (service desk, service management tools, end user experience/change, knowledge and request management)
Responsible for People leadership and Organizational management, for a team of 15 professionals; responsible for growth and development of the teams’ skills and competencies, ensuring that each team member reaches his/her full potential
Partner with various GTS Service Owners to provide Voice Of Customer and align on service design, deployment and continuous service improvement strategy and plans for all End User Services and capabilities and own delivery of these services in the EMEA region. Support the global end to end flow based model of End User Services. Support team level Kanban and ensuring teams are trained, engaged and managing work units in the end to end dev/ops flow based model
Lead Global Service Owners in EMEA, that are owning a subset of the End-User services. Functionally lead the global dev/ops teams to deliver these services. Run bi-weekly Service Team Kanban to define the sprints for team members. Prioritize work pushed down from the portfolio Kanban, ensure the team executes the work and pushes status and feedback upwards to the portfolio and the strategic Kanban levels
Interface and partner with EMEA cross sector BUIT and business leaders to gather voice of customer, align on and communicate service delivery plans and results
Manage Operational Vendor Relationships. Manage Operational Supplier Relationship, Governance and Service Billing. Ensure current year budget goals are achieved and drive year over year cost reductions
Partners with Financial Management, End User Experience, BUIT and Technology delivery partners to ensure deployment plans for new/enhanced services are supported by local L2 technicians successfully
Manage process, procedures and knowledge management through proper channels and audience, including End Users and support teams
Bachelor Degree is preferred. Advanced Master degree in Science, Technology or Engineering or MBA is a plus
A minimum of 10 years of IT experience is required
5+ years of experience managing supplier operational relationships in a managed service engagement
5-7 years of experience of enterprise level infrastructure engineering and operations, with a focus on End-User Technologies
Must have experience in Service Ownership and end to end accountability with outward facing IT services
Experience developing and delivering IT services and projects in large complex enterprises required

109

Service Delivery & Improvement Specialist Resume Examples & Samples

Creates, maintains, and develops technology performance scorecard with an emphasis on availability and reliability
Manages the “Monthly Business Review” with business partners and sourcing partners
Develops impact analysis on degraded performance or outages
Maintains SLAs for availability, reliability, and ticket performance
Ad-hoc reporting requests, preparation of BOD and ExCo materials
Audits tickets and establishes a QA process for ticket quality, aging, and response, and resolution
Introduces new ideas to leadership through metrics and Business value
Audits Sourcing reports for accuracy

110

Service Delivery Co-ordinator Resume Examples & Samples

Work collaboratively across own and wider teams to achieve team and company targets as well as own individual targets
Provide excellent customer relationship management with pro-active management of all orders throughout delivery
Provide order status reports as agreed with Customer/Partner/Project Managers
Pro-active Jeopardy & Escalation Management - driving supplier performance and responses within agreed SLA's & CSP's
Responsible for accurate date management for all deliveries in their own WIP forecasting month by month targets for orders to be moved out of WIP to DISE billing system for invoicing
Management of OBSL/supplier updates via responses to mailbox within SLA’s - ensure all updates are recorded in Rainbow System and Communicated to Customer/Partners
Management of Remedy/Rainbow exception reporting - CP delay, ring ahead appointments and and other targeted areas that will improve delivery KPI's
Accountable for own WIP performance with daily reviews ensuring all order updates and statutes are aligned across Remedy,Rainbow and suppliers databases
Process Customer/Partner cancellation requests
Renewals process – maintenance contracts

111

Service Delivery Supporter Resume Examples & Samples

Pro-active availability management (monitoring, backup/restore, failover planning)
End user support
Incident resolution and problem management
Standard service request
Configuration management and documentation
Patching and software upgrades (dot releases)
Continuous service improvement
Siemens PLM Suite (Siemens Teamcenter and Siemens NX)
OSIsoft PI
SQL Server 2012R2
Windows 2012R2
IIS, JBOSS, Java script
MongoDB
(VBA for) Excel

112

Chief, Service Delivery Resume Examples & Samples

Exercises managerial and supervisory control over all logistics, technical and operational support services within the Service Delivery pillar. He/she works in close cooperation with MSD Service Chiefs to ensure that the demands for goods and services are planned and resourced, forecasted, accurate, and submitted in a timely manner to allow for processing through the supply chain in time to meet client requirements. The incumbent contributes to planning for, and resourcing operational requirements in close coordination with all Mission components to ensure successful implementation of mission mandated tasks
Manages and coordinates all multifunctional support services requirements between the UN Headquarters, Mission components and other UN and non-UN entities to ensure efficiency and effectiveness of support services. He/she acts as the principal liaison between the Mission, the Regional Service Centre (Global Service Centre), and the Headquarters as appropriate, for support delivery service matters and co-ordination of day to day support services at Mission Headquarters and Sectors/Field Offices. The incumbent implements UNHQ policy and develops mission procedures to ensure support services satisfy UN regulations and rules
Initiates the development and implementation of the service delivery work plan, prioritizes and anticipates requirements. He/she implements policies and procedures to facilitate achieving work plan goals
Develops and monitors KPIs to ensure consistency and improvements in service delivery
Conducts overall planning and coordination of logistics support services for deployment of civilian, military and police deployments in all sectors of the Mission. He/she ensures that logistical requirements take account of gender-specific needs. The incumbent acts as work force planner, Hiring Manager and First Reporting Officer for the Service Delivery pillar and Section Chiefs respectively. He/she manages and supervises an integrated civilian, military and police mission support organization that is trained, resourced and motivated to meet client requirements in execution of the Mandate. The incumbent participates in the selection of senior military or police staff officers assigned to his/her Service
Assumes responsibilities of Certifying Officer for the budget allocation to Mission Service Delivery. The incumbent is required to chair or be a member of technical and operational bodies. The incumbent advises senior management (DMS, Head of Military or Police Components or any other relevant civilian Head of Component), on support services management, structures and staffing levels ensuring that they are, at all times, adequate to meet the requirements of the mission support concept
Ensures timely and proper management of UN owned assets and contractual services of high financial value under the control of Service Delivery
Coordinates budgetary requirements for Service Delivery pillar, submitting budget performance reports and contributing to Mission overall budget submission in close coordination with Mission Service Chiefs and DMS
Provides technical and professional response to BOA, OIOS audit observations and ensures that agreed observations are implemented in a timely manner
Performs other related duties including deputising for DMS as required

113

Business Analyst of Service Delivery Resume Examples & Samples

Manage multiple carriers and their associated tools in performance of telephony tasks
Knowledge of various types of numbers (Direct Inward Dial (DID), Toll Free Number (TFN), Public Switch Telephone Network (PSTN), International Toll Free Service (ITFS))
Maintain global inventory of Customer Dialed Numbers for all markets including management of a global number ordering process and financial management of billings
Project Management and tracking including work effort, financial tracking and work task entries
Documenting and adhering to identified and agreed upon telephony standards
Hands on knowledge and understanding of requirements analysis, application design, integration of telephony numbers for Cisco routing plans
Review telecom invoices and audit charges based on contracted pricing and tax regulations

114

Chief, Service Delivery Resume Examples & Samples

Takes ownership of all responsibilities and honours commitments
Delivers outputs for which one has responsibility within prescribed time, cost and quality standards
Operates in compliance with organizational regulations and rules
Supports subordinates, provides oversight and takes responsibility for delegated assignments
Takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable

115

Manager, Derivatives Service Delivery Resume Examples & Samples

Ability to network and build relationships at a senior level Decision-making and Accountability, Flexibility and Adaptability
Minimum 5 years experience within Derivative Operations or Derivatives client service type role within Derivative Operations
In depth Derivatives knowledge Both Exchange Traded and OTC Risk aware

116

Director, Productivity, Service Delivery Resume Examples & Samples

Achieve and exceed: Productivity initiatives identified to transform Service Delivery; YoY Productivity Targets; Quantum growth in Service Delivery client experience; Reduce costs; Impact/Influence revenue retention; Positive impact to Associate Engagement
Implement with excellence the service strategy across all of Service Delivery: ~$401m annual revenue business
Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps
Responsible for the identification, development, implementation, and monitoring of all processes, procedures, tools, and metrics to enhance performance
Identifies and recommends programs, tools, initiatives and organizational structures to meet changing client and business demands. Maintains high level of awareness around industry standards and best practices
Collaborates with business partners (Sales, Implementation, Client Services Executives, GPT, etc. and across business units as applicable)
Assist the SVP to lead the Service Organization through continued change initiatives, including identifying opportunities for better utilization of technology and business process improvement to deliver upon required business results, ensuring successful implementation of appropriate solutions
Continue to refine departmental performance metrics in line with Service Delivery direction and oversee delivery of key performance indicators including achieving quality service and client retention targets. Work closely with Finance to bring even greater emphasis on Productivity Metrics and Business Analysis
Ensure delivery of exemplary client service by ensuring an appropriate service model is in place, modifying accordingly as business needs evolve
As a member of the senior leadership team for Service Delivery, participate in strategy and goal setting for the broader Service organization; lead departmental initiatives and drive organizational change as appropriate
Partner within and across the function to drive business wide initiatives and strategies that deliver on set goals and yield results
Work with a diverse, virtual and global team of peers (within SD and partners) all collaborating and working together to create an exceptional customer experience
Demonstrated experience leading transformational change, delivering measurable results
Demonstrated understanding and commitment to Stellar Service and Client Service Delivery excellence
Highly task driven and execution with excellence
Extensive background in developing and leading Client-facing programs/products to a large B2B client base
Overall sound general business knowledge: general management, finance, HR, technology, sales, marketing, etc. Strong financial background is highly desirable as this individual will be making decisions relating to client profitability such as decisions on discounting, client credits and annual fees
Strong appreciation and comprehension of quality control and sound understanding of business processes
Experience in working in complex organizations with heavy reliance on technology as a key business enabler
Previous experience working in a matrix environment, where soliciting buy-in across multiple stakeholders is essential. In particular, experience in a national organization with remote reporting relationships
Solid skills in MS Office (Word / Excel/ PowerPoint)
Experience managing a P&L preferred
Bi-lingual in English and French a strong asset

117

Technical Service Delivery Mgr Resume Examples & Samples

Motivate, manage goals, periodic reviews, career aspirations of the service delivery personnel
Escalate issues on time and strive for resolution of issues, identify root cause and eliminate problems
Periodically review and update process documents, run books, Standard operating procedures and keep them current
Responsible for process improvements, productivity and efficiency gains
Periodic reporting of operational metrics, business performance reviews and process maturity assessments
Produce recommendations, and develop high level plans with timescales
Develop robust business continuity and DR plans for Individual projects
Responsible for ensuring negotiation, agreement, and maintenance of SLA’s / OLA’s
Propose process improvement plans, seek required approvals and execute them on time
Responsible for operational budgets and improving price-performance ratios
Will be responsible for Hiring, on boarding, training, containing attrition
Manage relationships with Vendors, internal teams like Hiring/ IS-IT, facilities
Must be willing to work in UK/ US business day time zones and flexible to changes in work schedules
Ideally possess certifications / experience in 2 of the following - ITIL, Six Sigma, LEAN Management
Must have had prior hands on experience in at least 3 of infrastructure areas – Wintel / Messaging / Unix/ LAN / WAN / Voice / VOIP /Service Desk /Storage /Databases
Excellent written, oral communication skills, credibility, interpersonal skills
Must have worked in similar capacity at an MNC in Outsourcing/ technology and consulting services firm
Good knowledge of business continuity planning and disaster recovery practices
Must have financial acumen, budgeting, reducing cost of operations, knowledge of Capex, Opex, resource costing
Ability to work effectively in diverse, foreign, virtual and multi-cultural environments
Able to work in an unstructured environment and bring structure to a problem, synthesize issues
Experienced in managing conflicts
Delivery Support

118

Service Delivery Associate Resume Examples & Samples

Assure customer satisfaction levels for service delivery, systems, and installation are met or exceeded throughout assigned territory
Maintain direct relationships with customers by providing support, information, and guidance. Participate with Sales, Systems, Service and Support associates at various levels to develop account strategies and action plans that contribute to the overall success of Diebold
Evaluate customers and territory for revenue opportunities
Consult & sell additional service value-adds. (Decal, Invoice Harbor, OpteView, etc.)
Equipment inventory, maintenance and analysis
Responsible for customer contract retention and billed work to ensure revenue growth and profit for Diebold
Collect, analyze, and summarize customer specific information where required
Responsible for making recommendations & implementing profit & service improvements
Maintain quality service by adhering to organizational standards with respect to service offerings
Associate Degree required. Bachelor's Degree preferred
Service knowledge required along with an understanding of different lines of business, such as ATM, Conventional
Strong verbal & written communication skills
Account Management experience is a plus
Ability to manage competing priorities simultaneously; flexible in regards to differing job responsibilities
Demonstrated ability to interact with internal and external customers at all levels. Ability to make sound decisions with minimum supervision
Must possess a strong sense of urgency with regard to customer satisfaction
Strong organizational skills and close attention to detail
Strong negotiation skills and ability to "close" business

119

Service Delivery & Cost Recovery Associate Resume Examples & Samples

Support to Service Delivery & Cost-Recovery Support
Support to Continuous Improvement in Operations Service Delivery
Support to knowledge building and knowledge sharing
Provides sound contributions to knowledge networks and communities of practice to share solutions to common problems
Analyzes general information and selects materials in support of partnership building initiatives
Fully proficient computer skills and use of relevant software and other applications, e.g. word processing, spreadsheets, internet, power point etc
Ability and sensitivity to work with a wide cross-section of partners, including Government and community-based organizations
Ability to form and maintain relationships through team work and needed networking
Builds strong relationships with clients, focuses on impact and result for the client and responds positively to feedback
Seeks and applies knowledge, information and best practices inside and outside UNDP
Demonstrates openness to change and ability to manage complexities
Excellent interpersonal skills, organizational and communication skills
Certification in the fields of management/administration is desirable
Bachelor’s Degree with 5 years or a High School Diploma with 7 years of progressively responsible experience in administration, finance, procurement, human resources, logistic support services, or other operational area at the national or international level
Experience in the usage of computers and office software packages (MS Word, Excel, etc.)
Experience in ERP system (Atlas) or similar application systems is desirable
Please note that only applicants who are short-listed will be contacted

120

Service Delivery Program Project Manager Resume Examples & Samples

Bachelor’s degree required
3+ years of work experience in technology, people management, technology, or a software implementation company
Experience working with dispersed and/or remote teams and individuals
Excellent verbal and written communication skills, including the ability to influence teams and be diplomatic with cross functional groups
Ability to multi-task and manage multiple priorities in a fast paced environment
Responsive and proactive communication
Demonstrated ability to assess and analyze issues/data and develop or implement appropriate plan to resolve
Proven ability to engage and interact with internal teams to drive the process of resolving client issues

121

Application Service Delivery Resume Examples & Samples

“Must” haves to be minimally qualified
Leadership – Demonstrated ability to lead peers, team members (internal or matrix project team)
Relationship Building – Ability to develop strong relationships and build trust with both clients and partners at all levels of the organization
Concurrent Initiative Management – Thrives in an extremely dynamic environment, where oversight and management over multiple concurrent time-bound initiatives/tasks within the portfolio of work is business as usual
Risk Awareness – Instinctively aware and proactive manager of risk
Client Centered – Shares the philosophy that serving and meeting client expectations is priority one
Project Management – In addition to critical soft skills listed, demonstrated ability to effectively drive all aspects of an initiative: initiate, plan/re-plan, lead associated resources, manage risk, stakeholder expectations, implement, control and closure activities
Business Analysis – Excellent capabilities to drive analysis efforts including but not limited to, business requirements development and process improvement
Project Portfolio Management (PPM) – Understanding of the discipline of PPM
Technology – Advanced Proficiency Requirements
Sharepoint / Sharepoint Designer
MS Excel, Access, MS Project, Visio and SQL
Leadership of concurrent initiatives
Track record of building successful technology/business partner relationships
Business analysis and requirements development

122

Expert on Public Service Delivery Resume Examples & Samples

Present a methodology for the above-mentioned assignment to the PAR Service Delivery component WG, namely, the methods of selecting a representative sample of public services and the detailed methodology for assessment of selected services
Cooperate closely with the PAR Service Delivery component WG to finalize the public service delivery concept
Consult with the PAR Service Delivery component WG on the expected content and scope of the policy document
Conduct a desk research, as well as a variety of in-person meetings (e.g. interviews, focus groups) with the assistance of the local expert to assess the pre-selected representative sample of public services in terms of design, delivery pricing and quality assurance to establish the baseline
Conduct a gap analysis of public services (design, delivery, quality assurance and pricing) to understand the incoherencies in the quality of public service delivered by various state agencies
Identify existing local best practices related to public services in relevant agencies
Identify international best practices in various components (design, delivery, pricing, quality assurance) of public services
Present the research/assessment findings in the form of a report to the PAR Service Delivery WG
Consult with the PAR Service Delivery WG on the expected content of the policy document, following the assessment phase
Draft the policy document, containing standards and guiding principles related to design, delivery, pricing and quality assurance of public services in Georgia. The policy document shall also include the recommendations for the policy implementation methodology to aid with the practical implementation of the policy in service-providing ministries and agencies
Conduct a workshop with the PAR Service Delivery WG on the draft of the policy document to gather and incorporate constructive feedback
Submit final version of agreed policy document
Consult as needed on the methodology of the policy document implementation
Conduct two-day introductory training on public service for major project stakeholders
Possesses knowledge and understanding of public administration and education systems
Strong and proven research and analytical skills
Proven ability to deliver quality output working under tight deadlines
Proven ability to coordinate with others and to work as part of a team
Builds strong relationships with the working group and with the project partners; focuses on impact and results for the project partners and responds positively to feedback
Cooperates with working group effectively and demonstrates strong conflict resolution skills
Consistently approaches work with energy, positivity and a constructive attitude
Demonstrates strong influencing and facilitation skills
Remains calm, in control and good humored under pressure
Demonstrates openness to change, new ideas and ability to manage ambiguity
Demonstrates strong oral and written communication skills
Demonstrates ability to transfer knowledge and competencies
Is able to work independently and hurdle competing priorities
At least eight years of policy advisory experience (minimum requirement: 8 years - 13 points; more than 8 years – additional 2 points)
At least five years of hands-on experience in working with various government entities on good governance related issues with the focus on public service development and delivery (minimum requirement: 5 years - 8 points; more than 5 years – additional 2 points)
At least three years of experience in working with Government Organizations and International Agencies in the field of public policy or administration (minimum requirement: 3 years - 7 points; more than 3 years – additional 3 points)
Work experience in Eastern Europe and/ or countries in transition will be an asset (5 points)

123

Service Delivery Executive Resume Examples & Samples

Oversee the client relationship for all operational issues, unifying the functions of account management, procurement, trusted advisor consulting, and operational delivery into a single strategy
Create and implement a customized program for assigned client to ensure maximum client satisfaction and ease-of-use
Identify, capture and communicate the client’s core business objectives and the business value delivered by Dimension Data throughout Dimension Data Present a consistent interface between the client and the various service operations or projects managed within Dimension Data, locally and globally
Develop relationships at all levels within the client’s organization to ensure Dimension Data is fully integrated into the company
Excellent business awareness and solid analytical skills
Excellent business consulting skills
Proficient in leading team efforts

124

Service Delivery Business Manager Roseville Resume Examples & Samples

Assures adherence to budgets, schedules work plans, and performance requirements
Manages the development of resources (for example, associates, vendors, infrastructure) capacity planning, demand management processes, and workforce planning
Manages the preparation of source documents and technical/business manuals and monitors the use of established and documented IT processes, tools, and best practices
Regularly interacts with subordinates, outside customers, and functional peer groups at management, senior management levels and at executive levels, as appropriate
Presents, organizes, and conveys problems, issues within IT with internal customers and business partners and externally
Coordinates planning activities with team members to accomplish goals, allocate resources and track results
A minimum of 5 years of related IT experience including IT Project Management
Advanced knowledge of own area of functional responsibility and working knowledge of other IT functions
Collaborates
Exerts Influence
Deals with Ambiguity
Makes Effective Decisions
Champions Innovation and Change

125

VP Infrastructure Service Delivery Resume Examples & Samples

Build an Infrastructure Service Delivery team and provide leadership that is ultimately exceptionally customer-oriented, delivers true business value and is devoid of bureaucracy
Collaborate and execute the IT strategy that maps to and keeps pace with CBS Radio’s growth and future plans
Ensure that information technology infrastructure provides accurate and timely solutions to assist with business decision-making at all levels
Serve as an internal change agent to drive business process enhancements, controls and innovation
Contribute to the overall business strategy and operations of the enterprise along with other senior functional executives
Develop and execute plans for managing information technology and security for the company, including activities to be performed in-house or through third-party relationships to most effectively and efficiently manage the company’s information systems
Build an enterprise class IT information and cyber security infrastructure including governance, processes, controls and reporting mechanisms
Have oversight responsibility for information technology governance, risk, and compliance
Oversee the IT compliance programs and initiatives, including the maintenance of relevant SOX controls; Payment Card Industry (PCI) Reports of Compliance
Champion the hiring and development of IT talent
Bachelor's degree in the field of computer science, engineering or related field is preferred. Master's degree in either field or an MBA a plus
10 years of progressive IT leadership experience with deep technical knowledge of IT architecture, information security, data networks and systems
Experience supporting Web, App, ETL, Middleware, BI, and DBMS technologies
Experience implementing Cloud architectures leveraging virtualization
Repeated success implementing information/cyber security infrastructure is required
Experience with Risk and Compliance; SOX, PCI, etc
Media industry experience is highly desirable
Enterprise technology experience, specifically cloud is critical
Reputation as a technology thought leader with strong verbal communication skills required
Proven success serving as a strong change agent and leader, with a track record of elevating IT at senior levels in an organization and partnering as a trusted peer to the business

126

Dir, Regl CB Service Delivery Resume Examples & Samples

In conjunction with the process engineering team and regional/KMA field operations leadership, driving process standardization that supports coax and non-complex fiber service’s delivery within assigned regions
Improving the overall value of customer communication during all stages of service delivery
Utilization of key performance indicators (KPI) to understand existing and evolving service trends and to translate these trends into regional actions specific to service level goals and objectives

127

Service Delivery Admin Resume Examples & Samples

Update open urgent log and Salesforce cases in Sunrise and Alpha systems
Serve as conduit for time sensitive requests coordinating resolution from required supply chain teams
Complete daily level of service report for in house fleet and all outside carriers, and email to appropriate contacts
Track cargo losses and generate claims to carriers
Minimum of one (1) year administrative experience preferred
Proficient keyboarding and data entry skills, including Microsoft Office
Good understanding of geographic area

128

Service Delivery Payroll Lead Resume Examples & Samples

Supervise and coordinate all tasks and projects assigned to their area of responsibility
Answer questions and resolve issues with division personnel, Human Resources, and Labor Relations
Identify areas of opportunity to enhance proficiency in department processes
Participate as a subject matter expert (SME) in system upgrades and implementations
Participate in all payroll related tasks to ensure timely and accurate reporting
Strong knowledge of state and federal laws, HR, garnishments, benefits, and contracts systems
Comprehensive knowledge of multistate garnishment processing
Strong judgment and decision-making skills to ensure all tasks are performed timely, legally and ethically

129

Senior Analyst, IM Service Delivery Resume Examples & Samples

Experience managing delivery of enterprise implementations within any of the following technologies/disciplines is desired: Office 365, Cisco Iron Port, Microsoft Exchange, Microsoft SharePoint, Windows File Services, McAfee Anti-virus, Docushare, or Scan, Fax, Printing Technologies
Minimum Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field. Or equivalent work experience
Preferred Master's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field. Or equivalent work experience

130

Senior Analyst, IM Service Delivery Resume Examples & Samples

Overall accountability for production support delivery
Inspects adherence to operational guidelines, principles, and organizational or corporate policies
Manages the relationship with outsourcing vendor. Can author Request for Proposals (RFPs), Change Requests and Service Level Agreements (SLAs) that are clearly defined and will ensure complete vendor understanding of the required deliverables, timelines, costs, quality, and documentation of the deliverables for RFPs and SLAs
Can define selection criteria and evaluate vendor responses for RFPs, and SLAs
7X24 Support for mission critical application
Provide Support over the weekends for planned and unplanned outages
Assist in the training of new team members

131

Service Delivery Executive Resume Examples & Samples

Implement industry leading practices (e.g. ITIL Incident Management) around service delivery
Adopt and leverage Cisco best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate
Successfully engage and manage partner capabilities and resources as part of the customer experience
Influence customer level services strategy, in conjunction with customer sales leadership
Develop delivery strategy in alignment with services strategy
Successfully partner with customer sales leadership and key Cisco stakeholders to execute 1-3 year integrated account plan
Apply Cisco solutions to customer's business drivers
Establish and maintain customer executive relationships - senior-most decision makers within the business (e.g. VP Engineering, VP Operations)
Build and manage global direct and matrix teams for customer execution
Set a vision, strategy and execution plan for team members
Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality. Build future client leaders within and outside of delivery teams

132

Global Enterprise Theater Service Delivery Executive Resume Examples & Samples

10-12 years relevant industry related experience (e.g. IT domain expertise) Technical & Business certifications (e.g. ITIL, CISSP, PMP, CCIE)
Relevant vertical experience in Global enterprise retail space a plus
Working Knowledge of Cisco Architectures

133

Service Delivery Business Manager Sacramento Resume Examples & Samples

Establishes operational objectives and assignments and delegates to team leads and technical/professional employees
Involved in developing, modifying and executing company policies, which affect immediate operations
Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implements strategies policies when selecting methods, techniques and evaluation criteria for obtaining results
In some exceptional instances this manager may be responsible for a staff function and may not have subordinate employees
Had process responsibility for shared services or matrix organizations
Regularly interacts with subordinates, outside customers, and functional peer groups at management, senior management levels. and at executive levels, as appropriate
Requires the ability to change the thinking of, or gain the acceptance of, others in sensitive situations
Erroneous decisions will result in critical delay(s) in schedules, and/or unit operations and may jeopardize overall business activities
Establishes departmental strategy and tactics, and contributes to operational area's strategy formulation and execution
Exhibits and gains commitment to changes required and acts as change executor
Encourages employee development by providing growth/learning opportunities
Coordinates planning activities with team members to accomplish goals allocate resources and track results
Measures and monitors the execution of department and KP-IT processes
Initiates and evaluates required business process improvements in order to achieve business results and appropriate solutions for customers
Manages financial aspects of the department; accountable for direct budget
Manages HR/People processes for the department including performance management, resource management, compensation planning and administration, objective setting/alignment, employee development/coaching and training

134

Service & Delivery Division Manager Resume Examples & Samples

Minimum 4 years experience in progressively responsible management or supervisory position
Ability to plan, optimize, and apply resources as appropriate
Demonstrated knowledge of and ability to use Microsoft Office and Outlook
Strong interpersonal communication, collaboration and analytical skills
Decisiveness - Makes timely decisions without sacrificing quality even under ambiguous circumstances or when data is limited
Strong written and verbal communication skills, customer service skills, and ability to work collaboratively with teams
Strong influence, change management and relationship building skills
Bachelors Degree from a recognized accredited college and/or university whose accreditations are recognized by U.S. Department of Education (USDE) or the Council of Higher Education Accreditation (CHEA) in Business, Public Administration or closely related field
2 years warehouse management experience
2 years fleet management/maintenance experience
2 years logistics/operations/project management experience

135

Service Delivery Mgr Resume Examples & Samples

Supervises employees engaged in providing information system solutions and technical support in one or more functional areas including personal computer/client server support; systems programming; applications design and development; database design and administration; information security; telecommunications and network support and administration
Supervises non-exempt technicians as well as exempt professionals
Develops schedules and assigns work to meet critical customer deadlines
Ensures that proper records and other documentation are maintained
May also perform complex IT tasks

136

IT Infrastructure Operations & Service Delivery Resume Examples & Samples

Bachelor’s degree in Computer Science, Business Administration or related technical field
12+ years of Information Technology infrastructure leadership experience with at least 7 at a VP level, preferably at a Fortune 500 company with over $20B in revenue
Candidate must have had at least 10 years experience in a hands on technical engineering or development. While this role is an executive leadership position, company strongly prefers candidates with previous hands on distributed infrastructure engineering experience
3-5 years working with public cloud services providers specifically AWS and Azure – specifically in the consumption of platform services
Experienced supporting advanced engineering solutions – server, storage, network, automation, chef, puppet, containers, etc
Direct management of cross functional, sourced, or matrixed teams, especially working with outsourced suppliers
Must have deep expertise in managing complex charge back, allocation and taxonomy schemes
Experienced in working with ServiceNow
Experience working in the services sourcing and/or ITO field is highly desirable
Must have at least 5+ years experience managing budgets of over $100M

137

Service Delivery & Continuous Improvement Manager Resume Examples & Samples

Direct line manager for three Global SD&CI advisors based in London
Dotted-line responsibility for a broader team of 4 SD&CI resources based in the Pearson People Services (PPS) shared service centres
Responsible for the team management across all SD&CI resources, including setting team goals and day to day work / priorities
Responsible for the establishment of a continuous improvement mindset across all HR Operations team members
Identify, develop, and communicate new Six Sigma / Lean strategies, methodologies and tools and execute at least three Six Sigma / Lean projects annually
Overall responsible for the effective delivery of services from HR Operations to the business / wider HR
Overall responsible for the HR change request process; from impact assessment through to deployment
Overall responsible for the shared service centre transition roadmap and work with HR Operations leadership team to plan and deliver future transitions of work into the centres
Support Local SD&CI team with transition deployment such as running service rehearsal, facilitating and delivering knowledge transfer sessions and supporting with training delivery for any new services/scope we bring into PPS
Owns and manages the PPS Service Catalogue which documents our scope of services and delivery models
Drive the teams to produce world class operating procedures and documentation which is required for successful service delivery
Identify and implement continuous improvement initiatives within Pearson People Services
Drive the identification and sponsorship of improvement opportunities which will increase efficiency, reduce costs and thus contributing significantly to meeting overall business objectives
5+ years of previous experience of working within an HR Operations / Shared Service Center model
Experience of managing global, remote teams in a shared service centre context
HR process & policy expertise/ including knowledge of compliance and audit responsibilities of a service centre function
Experience of managing change requests/project management experience desired
Excellent attention to detail and ability to work under pressure
Organised and ability to prioritise workload
Ability to build relationships with overseas/remote teams
Proven ability to work within tight timelines
Think critically, to recognize/anticipate a problem (technical, operational, process, organizational), and to identify and implement best solutions in a timely manner
Knowledge of ServiceNow & Oracle Fusion would be beneficial but not essential
Six Sigma / Lean training

138

Service Delivery Asset & Configuration Specialist Resume Examples & Samples

IT Degree
ITIL foundation (latest)
6 – 8 years’ work experience
4 years’ specific experience in asset and configuration management
Excellent planning and co-ordination skills
Effective verbal and written communication skills and the ability to interact with a variety of stakeholders
Good problem solving and logical thinking skills

139

Manager, Business Service Delivery Resume Examples & Samples

Know Rogers business and the Marketplace. Stay informed and research to be in a better position to understand and then disseminate organizational strategy and tactics to the team, thus connecting them to the big picture
Be seen as a visible leader, supporting an employee culture that fosters performance by setting employee objectives and ensuring that they fully understand expectations
Oversee team and individual progression, identify and provide development opportunities and embrace & lead change to drive World Class Service and first contact resolution
Build and continually encourage a culture of creative and non-linear thinking, independent and balanced decision making, ownership & accountability
Coach business consultants to understand the Customer’s Business and to provide tailored solutions that will meet their current and future needs
Be an enthusiastic team member, with a goal towards excellence, working cooperatively with regional partners within Business Care to develop programs and procedures that will return operational efficiencies and employee satisfaction
Be a strong partner by building relationships with internal groups such as Sales, Marketing, Tech. Support and various other support groups to foster trust in collectively meeting and exceeding customer expectations
Ensure high level of team motivation and employee engagement
Provide regular coaching and feedback driving increased performance levels based on observation and reporting analysis that supports an environment of continuous improvement and development
Review, approval and audit of adjustment requests to ensure business rules as well as budget compliance
Manage employee incentives and bonus programs
Analyze reports to evaluate staff performance
Report operational achievements and progress on a regular basis including statistical analysis and improvement action plans
Review, analyze, provide feedback and recommendations based on customer survey results and apply to employee performance
Work with other managers within the department to ensure operational consistency
Communicate operational vision and plan connecting the employee’s role to the company’s priorities and strategic plan
Post-Secondary education in a related field
3-5 years of related experience, preferably within a B2B telecommunications environment
Experience with sales (Consumer or Business) would be an asset
Proven ability to lead and motivate teams, including coaching, performance and career development
Comfortable with continuous change, ambiguity and low levels of direction
Well developed and influential communication style and networking ability
Advanced problem solving and decision making skills
Developed interpersonal skills to establish and maintain strong customer and internal relationships
Strong skills working with the Microsoft Office suite
A good sense of fun and life balance

140

Head of SAP Successfactors Service Delivery APJ Region Resume Examples & Samples

Bachelor’s degree in Engineering or technology
Management degree (MBA)
Six Sigma, services quality certification (preferred)
Minimum 15 years of work experience in techno-management roles in high-tech industries
Strong analytical skills to solve complex technical problems
Hands-on experience in leading multi-functional technology teams
Ability to operate as effective tactical and strategic leader
Strong knowledge of AGILE methodology, service quality disciplines and application development lifecycle
Strong track record of attracting and developing talent
Exceptional written, oral and presentation skills
Maintain and exceed 99.9% availability uptime
Maintain 24/7 high services availability discipline
Maintain mature service quality process framework
Manage business partner relations and coordination with third party contractors
Ownership of APJ team budget planning and strategic investments
Lead talent recruitment, retention, career growth and skill development program
Lead SDO (Services Delivery & Operations) team in meetings, forums and customers escalations where required

141

TGP Service Delivery Cross Industry Application Outsourcing for All Levels Resume Examples & Samples

Knowledge in the specific industry (finance, product, health and public service, communication media technology, resource) are preferred
Business level of English is preferred in specific units
Good financial acumen and financial analysis and diagnosis skills
Excellent leadership, communication (written and oral) and interpersonal skill

142

Service Delivery Ops Specialist Resume Examples & Samples

Ensuring Accenture's HRO division has appropriate staffing levels, process and procedures and technology necessary for client satisfaction
Manages and modifies employee and contractor workload to ensure timely receipt of client product and services
Establishes correct expectations whenever client processes change and submit the supportive client business requirement documentation
Maintains regular communication with team members regarding overall team and individual performance expectations and results
Develops team members through coaching, counseling, mentoring and training activities
Evaluates team members and provide appropriate input to HR processes
Responsible to client for services provided inclusive to communications both verbal and written and service level agreements SLA
Maintains effective internal external client relationships and provides guidance to and shares knowledge with colleagues team members
Must be able to work OT for this project
A minimum of 3 years' experience in Business Process Outsourcing
A minimum of 2 years' team management experience
A minimum of 3 years' experience with Escalation management in a high volume setting
Experience with Titles and Registration
Experience with WQM or Siebel

143

Service Delivery Assistant Manager Resume Examples & Samples

To be the main day to day contact for client service queries and escalations; where issues occur ensure findings are reported and analysis undertaken to prevent re-occurrence
Support Service Delivery Manager to maintain and develop relationships with internal stakeholders
Support Service Delivery Manager to monitor performance against agreed Service Level Agreements; where improvements required work closely with key internal stakeholders to consider improvement areas and resolve issues
Support Service Delivery Manager to ensure timely publication of client reporting to clients and Relationship Manager for discussion at service review meetings
Support Service Delivery Manager with working in partnership with Relationship Management and Change Delivery to support any new or changes to service requests from clients
Assist the Relationship Managers and Service Delivery Managers with the hosting of clients for site visits
Build and maintain product, industry & regulatory knowledge
Build and maintain knowledge of clients operating models with focus on the product and regulatory environments that underpin these
5 GCSE's or equivalent (including Maths and English), grade C or above
Good working knowledge of Microsoft applications (e.g. Excel, Word, Outlook, PowerPoint)
Proven ability to lead teams, coach and mentor

144

Analyst, IM Service Delivery Resume Examples & Samples

Provide day to day technical / functional support for Oracle Apps 11i & R12 systems
Pro-actively perform period- end / year – end checks
Attend technical team meetings and adhere to SLAs
Attend daily / weekly conference calls with VCPs
Assess and manage technical risk; prepare risk mitigation alternatives and recommend appropriate alternative. Escalate significant risks and issues to the team lead
Oracle Apps 11.5.10.2, R12
SQL, PL/SQL, Forms , Reports, XML Publisher
Knowledge in unix/linux and shell scripting
Well versed with following processes
Order To Cash
Procure to Pay
Account Payables, Account Receivable , SLA & General Ledger
Excellent verbal and written communication skills required to document and report on defects and other software issues
Proven ability to quickly learn new products and processes
Work with the IT and Business Teams to resolve incidents
Excellent skills in Oracle SQL, PL/SQL, Forms & Reports, Distributed Technologies, Workflow, APEX & XML Publisher
Must have experience in Supporting 24x7 mission critical Oracle EBS Applications 11i & R12
Must have experience in troubleshooting issues & provide resolution to the end users under high-pressure environments
Must have knowledge on Oracle Apps Patching process, liaising with Oracle Support

145

Service Delivery Operations Team Lead Resume Examples & Samples

Support incubation of new processes and pilot operations
Manage day to day operational escalations
Coach specialists supervise Incubation team
Support complex processes and transactions
Monitor team utilization and report trends
Track individual staff tasks, productivity, and overall project compliance
Maintain incubation request log
Meet weekly monthly quarterly with client POCs to report on Accenture successes, failures, and new initiatives
Minimum 2 years Team Leadership
Minimum of 2 years of experience creating and managing project plans

146

Service Delivery Practitioner Resume Examples & Samples

Uses considerable judgment to determine solution and seeks guidance on complex problems
Primary upward interaction is with direct supervisor
Decisions often impact the team in which they reside
Manages teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
Minimum 3 years’ experience with extensive IT Operations and Team Management experience
Minimum 3 years’ experience as a Team Lead-Supervisor for Operational Teams
Minimum 5 years’ experience with Incident Management systems software tools to effectively track incident statistics within Delivery Center

147

Service Delivery Practitioner Resume Examples & Samples

Minimum 2 years’ experience with extensive IT Operations and Team Management experience
Minimum 2 years’ experience as a Team Lead-Supervisor for Operational Teams
Minimum 3 years’ experience with Incident Management systems software tools to effectively track incident statistics within Delivery Center

148

Service Delivery Manger Resume Examples & Samples

Build and maintain a trusted advisor status within the client’s environment
Represent the client delivery strategy within Dimension Data
Understand at all times what is happening within the client’s environment (incidents, projects, client satisfaction level) and ensure Dimension Data management and delivery teams have visibility of priorities
Build a strong productive relationship with all other Dimension Data personnel involved in the account
Drive delivery teams to ensure compliance with contracted obligations, including
Minimum 7 years prior experience managing the delivery of ICT Managed Services Contracts is preferred
ITIL foundation certification is required as a minimum
Good knowledge of Cloud Technologies and the competitive marketplace
Proven business expertise and extensive client service experience
Extensive experience in managing the client relationship with large IT clients
Solid negotiation skills
Results driven, goal-orientated attitude
Solid team player
Immaculate communication and rapport building skills
Analytical approach to problem solving
Focus on sustaining organisational goal and objectives
High degree of self-motivation

149

Service Delivery Group Leader Resume Examples & Samples

Oversees program resources to achieve cost, performance, and quality objectives for a diverse service information technology support delivery team organization
Responsible for providing end to end local service delivery
Leads project planning, tracking, and oversight to ensure project(s) are completed on-schedule and within budget
Represents company to external and/or internal customers, answering product or service-related questions
Provide customer assistance and problem resolution to a wide variety of customers across business areas
MS in Computer Science or related field plus 15 years of experience preferred (or equivalent experience: BS plus 17, AA plus 20)
BA or equivalent + 10 yrs related experience, or MA + 8 yrs related experience
Demonstrated experience in

150

Service Delivery Assistant Resume Examples & Samples

Manage the work permit applications and renewals for all foreigners and their families
Manage the license application process
Degree holder with a minimum of 4 years’ experience in Human Resources
Having the ability to provide superior customer service
Having the ability to be results focused
Demonstrated ability to be analytical, resourceful, diplomatic, flexible, enthusiastic, energetic, and professional
Having the ability to multitask and successfully operate in a fast-paced work environment
PeopleSoft System or other HR Records System experience preferred
Excellent troubleshooting , decision-making, and problem solving skills
SLA and vendor management
Case Management skills preferred

151

Global Service Delivery Operations Lead Resume Examples & Samples

Own and be responsible for process implementation, meeting financial costs performance targets, optimize utilization targets and effectively manage levers like on-site/offshore and tier-mix
Ensure strong delivery metrics and SLA’s are being met within workload parameters
Develop and maintains strong executive relationships within defined client organization
Transfer new activities as planned into a structured and logic set-up
Engage, mentor, train and retain assigned delivery teams [>50 FTE]
Guide specialist teams via operational focused meetings
Take solution ownership for innovation and improvements, all based on expert knowledge and analysis
Manage and oversee the design and delivery of standards, policies, guidelines & best practices
Identify resource needs, major risks and project scope
Support Account Manager for growth opportunities and proposals

152

Senior Account Manager Prepaid Service Delivery Resume Examples & Samples

Build deep relationships internally as well as with this major Financial Institution's Prepaid line of business
Embrace technology and develop a deep enough level of understanding of transaction flow, supporting systems and basic system architecture in order to confidently navigate through conversations with technology / support teams and report key executive and client status updates related to platform changes and/or operational issues
Rotate 24x7 On Call responsibilities with other Account Managers and demonstrate the ability to discern between and respond appropriately to routine and critical issues
Issue Management experience from Triage through to Root Cause (includes working with cross-functional teams internally to understand root cause and communicating appropriately externally while adhering to organization's issue management procedures and processes)
Proactively manage internal stakeholders to ensure a level of accountability, accuracy and responsiveness for client facing deliverables
Consistent ability to clearly and concisely summarize complex technical concepts, ideas, issues to Sr. Managers. Understand when and how to escalate
Build and maintain relationships with internal counterparts to drive a collaborative, customer-first culture and to hold yourself and others accountable for responsiveness, delivery and lessons learned
Familiarity with using a CRM system to ensure appropriate tracking of issues and visibility of account plans for internal stakeholders
Bachelors/Degree or equivalent experience
Minimum of 10 years' experience in software, financial or information services (preferably in account support and/or project management roles)
Must be independent with proven abilities in organizational, conceptual, and logical problem solving
Customer focus with proven ability to establish productive working relationships with staff and management at all levels
Strong organizational and project management skills
Ability to set priorities and manage customer expectations, and work both as part of a team and independently
Demonstrated technical aptitude with the ability to absorb technical information and apply to business solutions
Proficiency providing technical and consultative support to external customers and identify business needs
Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
Thrives under pressure
Comfortable solving business and technical problems where the path to resolution is ambiguous
Excellent verbal, written, presentation and interpersonal skills

153

Service Delivery Operations Lead Resume Examples & Samples

The Team Lead will be in charge of conducting daily huddles, week wrap up meetings and monthly one-on-ones with the analysts and the management team
Monitors risk within operations to be able to escalate to management in a timely manner
Maintaining the production schedule, keeping track of holidays, sick leaves and leaves
Identify gaps in customer policies and drafts proposals accordingly
High School Diploma / GED Required
Minimum of 1 year of experience in a customer-facing operations environment
Minimum of 1 year of experience managing & developing teams of professionals
Minimum of 1 year of experience with escalation management and managing projects to established SLA’s
Bachelor's Degree Preferred
Demonstrate experience in technical work environments with highly tech savvy teams
Fast paced dynamic environment

154

Senior Manager Field Service Delivery Resume Examples & Samples

Is responsible for the integrated mgmt , oversight, & direction of the Area Clinical System engineer & Integration Teams (comprised of CSE & Clinical System Integration (CSI) staff). Provides guidance & direction to Clinical Technology Committee members that he/she does not directly manage, as well as providing team support & technical expertise. Directs the equipment mgmt program (technology lifecycle mgmt ) by defining qualitative & quantitative metrics to measure the effectiveness & efficiency of the program
When necessary, this person implements necessary performance improvement plans. Is responsible to identify any issues where coordination & integration of systems is required to ensure the proper functionality of the technology. Assures that all Clinical Technology Plan efforts are managed & tracked by appropriate financial systems & controls. Manages the CTP operational budget
Continually evaluates the cost/benefit of service alternatives (e.g., in-sourcing & out-sourcing). When external resources are used, this role is responsible for ensuring that they are used effectively, & meet the cost/quality & compliance standards of the program. Ensures that technology integration plans have sufficient level of detail so technical, financial, environmental, operational, regulatory/legal, & maintenance/support aspects are defined, scoped & understood by the project mgmt teams who will execute against these plans
Establishes & maintains a means of identifying, monitoring & resolving issues related to clinical technologies that present a risk to care delivery. Provides routine updates to medical center leadership as well as Directors of Clinical Technology. Identifies issues that require executive sponsorship for resolution. For these issues, develops recommendations and/or options for resolution
Minimum of eight (8) years of experience in clinical technology preferably with regional responsibility
Minimum three (3) years of experience in a management role in a Clinical Technology environment
Minimum three (3) years of management experience in leading and managing Clinical Technology Groups in a multi-hospital/ multistate environment
Professional certification as a Certified Clinical Engineer preferred
Master's degree preferred. (MBA, Health Administration)

155

Service Delivery Guardian Resume Examples & Samples

Support production implementations and upgrades to clients' production regions
Facilitate disaster recovery/BCP requirements, daily/weekly/monthly metrics reporting, service level agreement handling, and post mortem
5-10 years of experience in client services

156

Manager of Service Delivery Resume Examples & Samples

Develops and maintains critical internal and external partnerships necessary for optimal response to a crisis event
Develops and maintains the process for engaging resources from within the GBT travel team and with external partners to respond to a variety of crisis scenarios
Thinks outside the box when defining this program, makes optimal use of technology and tools, and focuses service on the needs of the customer
Serves as the point person in the communications with the Disney travel management team regarding the status of crisis response
Implements a formal process optimization approach to learn and improve from each crisis response execution
Responsible for delivering an exceptional customer experience for VIP travelers by ensuring that processes are optimized and resources are fully equipped
Takes tangible steps to engage and build trust with key VIP stakeholders
Effectively measures the VIP customer experience and implements initiatives to quantifiably improve it
Takes personal accountability for the VIP service experience and dealing with situations where optimal service was not provided
Serves as the escalation point for VIP issues

157

Service Delivery Supporter Resume Examples & Samples

Linux, Solaris knowledge
Scripting
Oracle DBA experience

158

Director Corporate Service Delivery Resume Examples & Samples

Ability to see the big picture, think strategically and direct internal and external resources to meet the business needs
Proven management skills demonstrating the ability to pro-actively manage a team of customer service professionals
Excellent customer service skills including customer focus, empathy and communication
Excellent people skills combined with the ability to make difficult decisions
In depth experience of reviewing/analyzing/establishing processes
Knowledge of technology with a strong focus on its use in the hospitality sector
Ability to work under pressure and to deliver to demanding timescales
Excellent communication skills, written and oral
Experience of working globally as part of distributed virtual team
Cultural awareness
Degree level or equivalent preferred
A minimum of the ITIL v3 Foundation Certificate & 1 Intermediate Qualification
Preferred ITIL v3 Expert
Experience of performing typical level 1-3 Incident resolution in a Service Support environment including the following
Experience of leading, motivating and managing a team of Customer Service professionals
Setting and measuring KPOs that underpin the service delivered to customers
Exceptionally strong supplier management experience
Ten years of progressive practical experience working in a variety of customer service roles, preferably with experience in the hospitality sector
Three plus years leading a Service Support environment or similar
Management of people resources to achieve business goals
Demonstrated ability to deliver an excellent service, with respect to the support of technology systems and solutions
Demonstrated ability to operate effectively in a multi-cultural environment
Approximately $6.0m
All day to day decisions that drive team performance
Resource plans for all areas of Regional Customer Service
Financial decisions in line with IHG’s Delegation of Authority
Crisis Management Decisions which involve prioritization of resources
Escalation – both internal and external
Prioritization of Incidents and Problems
Stakeholder management and communications
Supplier management and communications
Team recruitment
KEY RELATIONSHIPS

159

Service Delivery Site Lead Resume Examples & Samples

5-7 years of experience providing technical desktop help desk and/or support services
3-5 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network
Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel
Can work independently as a remote extension of a larger team
Ability to work independently as well as in a team environment
Positive, flexible, and self-motivated attitude
Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
24x7x365 support availability in a team rotation schedule, excluding vacations is required

160

Service Delivery Technician Resume Examples & Samples

Coordinate with colleagues on the appropriate configuration, set up, and delivery of computer-related equipment and software
Monitor and maintain service queue, based on established service level agreements
Troubleshoot and repair desktop technologies, printers, and handheld devices
Perform basic operating system administration for local and remote systems including installation, software patch, system security, data backup, disc array management, and problem analysis activates
Evaluate and assess new industry hardware in support of future purchases and deployment
Provide assistance to team members in meeting their goals and objectives by identifying training and/or departmental resources needed
Remain current on technical problems and resolutions within the hardware industry as they relate to our environment
Assist with testing and evaluating various software applications in support of future deployments
Collaborate with IT teams to define and develop documented policies, procedures, and processes such as operational run books and system monitoring for the site
Assume lead on technology projects in the office
Provide purchase justifications and project benefit analysis
Experience with helpdesk and/or end user support
A+ or similar certification
Ability to troubleshoot and recommend solutions

161

PP CCM Service Delivery Resume Examples & Samples

Execution and Ongoing planning of Rollouts (Customer Meetings), Execution of Merger, Execution of Migration, Execution of Carve Outs
Ongoing/Maintenance and documentation of Rollout activities with Customers (LiveMeeting’s)
Creation / handling of Rollout-Remedy Tickets
Customer- / P2P Community Contact- Info-Emails and execution of meetings
Creation and Maintenance of End User Documentation
Roll and User Management CF-Portal for CCM
Monitoring Mailbox

162

Manager Finance & Accounting Service Delivery Resume Examples & Samples

Introduce and execute on service level agreements that align to each of the functional verticals in Finance & Accounting (Accounts Payable, Accounts Receivable, Expense Appraisal and General Ledger) under the new SAP environment
Manage, monitor and review the overall quality of service across selected processes within a multiple country environment on a timely basis. Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services
Identify and develop new opportunities for standardization and consistency in service delivery, as well as recommend new service offerings
Instil a culture of continuous process improvement, highlighting importance of Exceptional Client Service and delivering high quality
Support GDS Finance Leadership in driving the value of offshoring of agreed processes and put in place action plans to transition activity into GDS
Along with GDS Finance Leadership drive composition of a process based service delivery organization to support customer requirements. Ensure training and upskilling of existing team members to be able to support the regions in the new SAP environment
Engage with and create meaningful and productive business relationships with counterparts within Regional and Global Finance Teams
As one of the GDS leaders, contribute to overall GDS strategy and initiatives as determined including participating in any GDS wide projects
Interview and hire resources as and when required
Think creatively and provide innovative suggestions in order to improve service delivery for selected accounting processes
Manage the implementation of multiple initiatives to improve productivity and efficiency
Use previous working experience and knowledge to demonstrate expertise in the “offshore” business model, applying to procurement service delivery
Ensure appropriate resource planning and utilization
The role holder will be responsible for overall service delivery and the service quality of selected accounting processes and will have a number of direct reports – based on the GDS F&A Services organization structure
Build and maintain a high performing team, focused on delivering Exceptional Client Service

163

Associate Director Finance & Accounting Service Delivery Resume Examples & Samples

Lead development of a suite of service level agreements that align to each of the functional verticals in Finance & Accounting (Accounts Payable, Accounts Receivable, Expense Appraisal and General Ledger) under the new SAP environment
Put in place a service delivery and account management protocols which align with the GDS operating model, and keep to the principles of Exceptional Client Service (ECS) in all aspects of the operations
Through dedicated leaders manage, monitor and review the overall quality of service across all Finance and Accounting processes within a multiple country environment on a timely basis
Continually challenge existing ways of working. Drive standardization and consistency in service delivery, as well as new service offerings
Build a culture of Exceptional Client Service with focus on quality and continuous process improvement
In collaboration with Finance stakeholders, engage with Region and country contacts to drive the value of offshoring of agreed processes and put in place action plans to transition activity into GDS (using support from GDS transitions teams) for Mercury related transitions
Consider the implementation of SAP, and along with GDS Finance Leadership support building a process based service delivery organization to support customer requirements
Mentor process improvement projects, getting involved and steering direction, as and when needed
Engage with and create meaningful and productive business relationships with each of the vertical leaders, be seen as trusted advisor
Actively contribute to the relationship with the Regional Finance leadership teams
As a GDS leader, contribute to overall GDS strategy and initiatives as determined including participating in any GDS wide projects
Liaising with support functions like Talent, Finance, WES, IT teams in the GDS centers. Interview and hire resources as and when required
Participate in preparation and review of the annual budget for GDS Finance & Accounting in conjunction with overall GDS budget time lines and monitor actual financial results against agreed targets
Challenge existing F&A process and approaches. Think creatively and provide innovative suggestions that will improve service delivery. Prioritize and manage the implementation of multiple initiatives to improve productivity and efficiency
Act as an escalation point for all service delivery issues and ensure timely closure of all issues to the satisfaction of the customer
Continually review and maintain the GDS F&A services organization structure, ensuring resources are available and capable of meeting agreed business and customer requirements, including periods of peak demand and absence. Ensure resource requirements are planned in advance of any future service offerings or changes to service delivery
The role holder will be responsible for overall service delivery and the service quality of the service function and will have a number of direct reports – based on the GDS F&A Services organization structure
Responsible for driving engagement across the service function, able to drive change with empathy and a global mindset. Create an environment that motivates individuals and teams and recognizes exceptional performance

164

Service Delivery Operator Resume Examples & Samples

Monitoring 24 x 7 daily jobs workload schedules 364 days a year
Monitoring incoming and outgoing critical file activity to ensure timely processing. Escalate to appropriate party any late, missing or incorrect files until problem has been resolved
Ensuring successful incoming and outgoing file confirmations
Escalating job / system abends to appropriate response unit
Proofing and controlling to adhere to audit requirements
Escalating out of balance issues to appropriate response unit
Determining Level 1 problem, analyzing root cause, and escalating to appropriate response unit, as required
Being the point of contact for customers on operational issues
Completing appropriate daily operational checklists
Interacting with other team members and management to improve efficiency and effectiveness
Adhering to and contributing to company processes, practices and procedures

165

Service Delivery Nesting Manager Resume Examples & Samples

Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions; Provide constructive feedback
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; Prioritize client deliverables and maintain TAT
Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations; prepare & analyze the reports, take necessary actions to improve the process based on the analysis
Influence the lives of others: Develop, train, and manage team members; take ownership of the process and team members’ performance; supervise the team members productivity and quality; Set targets periodically and constantly follow it up with the agents; Conduct team huddles

166

Service Delivery Associate Resume Examples & Samples

To ensure all contracted SLAs (Service Level Agreements), OLAs (Operational-Level Agreements) and KPIs (Key Performance Indicators) are measured and achieved with the associated Management Information produced within the required timescales
Attend service review meetings and supplier forums as requested
Monitor service delivery performance against relevant contractual governance & control requirements (all ITIL based) with specific focus on the following processes
Incident and Problem Management
Knowledge Management
Event Management
Continual Service Improvement
Experience of operating within an ITIL environment

167

Gosd-group Operations Service Delivery Resume Examples & Samples

Responsibility for HC / Headcount and financial forecast (incl. tracking and monitoring of all deltas)
Control of the financial budget, DFC / Domain Focused Change, RTB /Run the Bank and CTB / Change the Bank
Program Investment Governance reporting and support
Supporting Global and Regulatory governance standards
Handling of monthly accruals according to the guidelines
Tracking cost efficiencies and saves
Support TCO / Total Cost of Ownership and Production Support processes and reporting requirements
Conduct regular high level reviews on resource allocations and budgets across the portfolio
Handling of transfers and actual re-classes as needed
Support the yearly budgeting process
Tracking and control of Change The Bank & Run The Bank Portfolio view
Reporting as required to ensure correct allocations in Portfolio view to match Cost Accounting expectations
Support the development of a Workforce Strategy, track implementation and report on the relevant performance indicators
Organizational units structure maintenance and changes as required
Manage the vendor(s) purchase order processing if needed
Capture all Travel and Expenses across the department
Provides Support to the sub-department head and functional unit heads in the day to day management activities, prepare presentations or reports for any relevant governance forums
Oversight for portfolio embedded PMOs
Graduate degree in Business Administration, Computer Science, Finance or equivalent; alternatively a similar education with the respective work experience of min 3 years
Basic knowledge of accounting principles and understanding of project, program and portfolio management processes
Very solid communication skills both written in English
Self-confident – able to challenge in order to ensure that exceptions to agreed standards and policies are tracked and eliminated
Excellent attention to detail. Completer / Finisher skills
Analytical and critical thinking
Ability to work to tight deadlines on a range of tasks at any time
Hands on attitude, displayed sense of ownership
High level of numerate competency, ability to understand and navigate through a complex organisational structure
Excellent interpersonal skills and the ability to develop solid relationships with both internal and external customers at different seniority level
Flexibility, patience and diplomacy coupled with the ability to prioritize and multi task using own judgment when necessary, with discretion at all times
Motivation to work in a diverse international team
Fast learning and service oriented personality
Very good MS Excel and MS PowerPoint skills

168

Service Delivery Administrator Resume Examples & Samples

Coordinate same day second attempt redeliveries
Assist drivers with customer pre-delivery calls and other on road support requests
Maintain local delivery related files and archives (POD, vehicle inspection reports, truck files, customer door knockers, etc.)
Act as point person for end of day data collection from driver teams (including postal updates, delivery time window changes, address updates, toner counts, etc.)
Create daily end of day driver check in report (exception report) and email to appropriate contacts
Other duties that meet the needs of the business as assigned by the Fulfillment Centre Manager
Strives for excellent customer service
Professional telephone and email manner
Analytical and problem-solving skills
Previous data entry experience desired

169

Service Delivery Resume Examples & Samples

Driving service delivery for one of the biggest monitoring engineering environments on the planet - including program reviews, design and delivery decisions , priorities and timelines
Translation of customer requirements into design and implementation plans that are consistent with the organizations strategic direction
Ongoing assessment of the existing environment with a relentless focus on continuous improvement
Experience of providing engineering architectural leadership for monitoring products - including roadmaps, program planning and implementation
Deep understanding of the monitoring engineering products
Good understanding of risk, cost, capacity , availability and other service drivers for enterprise level monitoring product implementation
Ability to design, review and drive implementation of complex systems from scratch
Experience of working with senior management - Excellent communication and presentation skills - the ability to communicate at a level commensurate with the audience at hand, be they expert or non-expert
Experience of working with reporting, business intelligence and data visualization tools
Understanding of Agile methodologies
Working in a globally distributed team
Experience of working with Unix/Windows based setup and scripting experience (Python / Perl)
Knowledge of systems monitoring tools
Knowledge of Public Cloud Technologies (eg AWS or Azure)
Working as a service owner role for an enterprise scale monitoring setup

170

Service Delivery Accountant Resume Examples & Samples

Prepare and present operational management budgets and forecasts for North Pole depot
Support with the month-end process and project reporting
Support local budget holders with cost controlling
Prepare financial information including the reconciliation of balance sheet accounts in conjunction with financial accounting team
Support with the preparation of management reports
Support with the preparation and analysis of other financial information
Assist with stock taking and stock valuation
Business partnering where appropriate
Identify and quantify areas of risk and opportunity in a timely fashion and assist with managing these areas
Working with procurement to ensure supplier payment terms for goods/services are maximised
Support the external audit process in conjunction with the financial accounting team
Ensure compliance with HRE’s financial controls, policies and procedures and the Group’s internal controls standards. Supporting internal audit and J-sox compliance
Control of fixed assets in North Pole depot in conjunction with financial accounting team
Assist other depot sites during set up phase where required
Other project and ad hoc duties as required
Experience in a similar role with exposure to the month-end process
Excellent inter-personal skills and ability to work as part of a cross-cultural team including having the confidence to act as a business partner and challenge operational colleagues
Strong attention to detail and good analytical skills
AAT Qualified or Part Qualified ACCA/ACA/CIMA
Experienced in SAP
Must be willing to travel to operating sites around UK
Experience of working in matrix environment with multiple reporting lines
Understanding and appreciation of Japanese working practices
Previous experience in long term contract/project accounting
Excellent technical accounting knowledge (IFRS)
Experience of SOX
Experience of working within a manufacturing organisation producing heavy plant or machinery (eg Aerospace, Railway)

171

Analyst, IM Service Delivery Resume Examples & Samples

Minimum 3+ years in Oracle Applications, Database & Fusion Middleware administration on enterprise level platforms running on Solaris and Linux
Hand-on Oracle administration experience on 11gR2 & 12c databases; RAC; Oracle EBS R12 and R11i ; Oracle Fusion Middleware 11g & 12c; Oracle eBiz under RAC; Data guard; SSO Integration; Oracle Streams; BI Publisher; Hyperion; OBIEE, OBIA, OIC, ODI; ASO; TDE; Encryption/Decryption; Load Balancing and SSL; RMAN and Hot Backup; OEM 12c; AWR/ASH/ADDM; HP ITG PPM
Good Understanding of Unix, Linux, Storage & Networking; NAS Snaps and EMC BCV
Bachelor of Science degree in Computer Science or equivalent
Good knowledge on Shell scripting. Perl scripting would be added advantage
Understands, explains and presents complex technical ideas to both technical and non-technical audiences
Excellent written and spoken English

172

Service Delivery Technologist Resume Examples & Samples

Advise on, gather and define current and future business requirements that best reflect customer needs, based on product capabilities and best practices, ensuring high business value and influencing the interconnections between the business processes, technology, data and people. -Ability to collaborate well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis
Facilitates and leads the business requirements and solution mapping workshops
Conducts analysis to determine configuration / integration needs
Designs new software and web applications, supports applications under development, and configures current applications
Facilitates solutions design walkthroughs and obtains business approval, ensuring business inputs such as processes, GUI and reporting requirements are available and validated with all key impacted users
Ability to communicate complex technical concepts to all levels of an organization to aid in decision making and understanding through written, verbal, and presentation mediums
Oversees the researching, writing, and editing of documentation and technical requirements, including evaluation plans, test results, technical manuals, and formal recommendations and reports
Leverage deep business and technology knowledge and experience, using this experience and intuition to identify requirements, assess capability gaps and propose possible solution approach and/ or new capabilities that the project, iteration or work effort should deliver
Keeps current with technological developments within the industry
Provides technical leadership throughout the design process and guidance with regards to practices, procedures, and techniques
Serves as a guide and mentor for junior level Software Development Engineers
Assists in tracking and evaluating performance metrics. Ensures team delivers software/solution on time, to specification, and within budget
Displays expertise in knowledge of engineering methodologies, concepts, and skills and their application in the area of specified engineering specialty
Displays expertise in process design and redesign skills. Presents and defends architectural, design, and technical choices to internal audiences

173

Junior Service Delivery Mgr Resume Examples & Samples

Personal Organization
Work Quality/Attention to Detail
Initiative/Sense of Urgency

174

Manager, Sales Service Delivery Resume Examples & Samples

Strong, confident telephone voice
1-2 year of Outbound/Inbound telesales experience required
Sales and marketing background preferred
Ability to interact, learn and coach in a peer setting
Strong business communication skills
Ability to hire, lead and train outbound sales reps

175

Senior Manager, Sales Service Delivery Resume Examples & Samples

Improve the key success metrics associated with goals
Drive client message, actively manage the staff, support, motivate, and retain an outstanding team
Manage the communication
Ensure compliance with TeleTech's processes and tools, and manage system changes. Ensure compliance with federal and state legislation/regulations and TeleTech's internal policies and procedures to understand, oversee, and prevent and/or minimize potential liability. Responsible for continuous improvement in the overall processes. Manage and provide immediate and direct feedback to the team to ensure full compliance. Oversee training and constructive feedback on all aspects of the process. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)
Strong analytical, verbal and written communications skills
Data analysis skills
Technology acumen and reporting
Knowledge of call center business/BPO industry
Call center/telesales experience – 5 yr minimum
Sales experience – 7 yr minimum
Management experience – 5 yr minimum

176

Team Lead, Service Delivery Resume Examples & Samples

Focus on team performance; provide motivation and support to enhance engagement and success in attaining targets and goals
Hold team accountable for meeting all performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls
Responsible to meet team productivity and quality goals
Monitor calls, gather information from Locus/Empower, analyze data, observe the process, and lead efforts to consistently improve each call and performance
Ensure quality scores are meeting client requirements
Understanding of TeleTech’s business, core values, and goals
Previous coaching experience is an asset
Working knowledge of computer applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos, or ability to learn technology quickly

177

Senior Analyst, Service Delivery Resume Examples & Samples

Develop initiate, maintain, and revise policies and procedures for the general operation of the Program and its related activities to prevent illegal, unethical, or improper conduct. Collaborate with other departments (e.g., Training, Talent Acquisition, etc.) to direct compliance issues to appropriate existing channels for investigation and resolution
Acts as an independent review and evaluation body to ensure that compliance Issues/concerns within the organization are being appropriately evaluated, investigated and resolved
Monitor, and as necessary, coordinate compliance activities of other departments to remain abreast of the status of all compliance activities and to identify possible trends
Identify potential areas of compliance vulnerability and risk; develop/implement corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future
Monitor the performance of the Compliance Program and relates activities on a continuing basis, taking appropriate steps to improve its effectiveness
Conduct periodic internal reviews or audits to ensure that compliance procedures are followed
Conduct or direct the internal investigation of compliance issues. Identify compliance issues that require follow-up or investigation
Maintain documentation of compliance activities, such as complaints received or investigation outcomes
Assess product, compliance, or operational risks and develop risk management strategies
Conduct internal Client checklist audits to ensure adherence to Client Statement of Work standards
File appropriate compliance reports as required by Client
Evaluate testing procedures both technological and logical to meet specific Client Requirements as per Client Statement of Work
Serve as a confidential point of contact for employees to communicate with management, seek clarification on issues or dilemmas, or report irregularities
Advise internal management or business partners on the implementation or operation of compliance programs
Provide assistance to internal or external auditors in compliance reviews
Report violations of compliance or regulatory standards to duly authorized enforcement agencies as appropriate or required
Keep informed regarding pending industry changes, trends, and best practices
Interpret client needs, develop strategies to address, and facilitate implementation of programs
Manage the implementation of all contracted elements, including ticket requests, promotions, special events, signage, etc
Develop positive client relations by proactively contacting client base via phone calls, emails, event visits, and other communication initiative
Function as the point person/liaison for assigned teams (i.e. Flyers). This will include coordination and implementation of programs that include team related elements. Attend regular meetings with the team’s various departments
Responsible for planning and executing special events. This includes creation and management of budget, selection of location, preparing guest list and invitations, format and set-up of event, scheduling participation of team and Executives, etc
Responsible for the implementation, maintenance, and administration of enterprise Identity and Access Management systems
Hands-on experience with enterprise automated provisioning/de-provisioning systems
Hands-on experience with both internal and external cloud-based single sign-on systems, Single Sign-On solution
Define and maintain provisioning and access workflow processes
Assist in developing access control reports and following up to ensure access controls are working appropriately
Responsible for creating Role-Based Access Controls (RBAC) and working with the business and within IT on role
Implementation and administration of automated provisioning and single sign-on solutions
Contributes to team effort by accomplishing related results as needed
High customer service orientation
Must have the ability to manage multiple, complex, on-going tasks and/or projects
Strong attention to detail and desire to follow procedures
Six-months experience and/or previous management experience is preferred
Able to work flexible shifts

178

Mgr Service Delivery Resume Examples & Samples

Assess individual team members and team-wide progress against Company and departmental performance, including customer satisfaction goals - create and monitor employee development plans
Collaborate with GSIO management peers to ensure that all policies and procedures are aligned with departmental goals and are accurately documented
Perform operational management activities to ensure the staff is delivering quality solutions in a timely fashion – compile, review / interpret, and take action on business and team performance metrics
Ensure accurate forecasting of solutions to support revenue acceleration
Manage internal OLA’s to support the internal orchestration of implementation
Ensure training objectives are implemented effectively and create an environment where additional training needs can be identified and confronted in a timely manner
Coordinate all aspects of team attendance policies including timesheet management, vacation, and sick leave in accordance with Company policies
Act as an escalation point to mitigate risk with projects, customer facing activities, or support activities
Execute initiatives deemed necessary by Sr. Management
Develop and maintain client relationships with key provisioning stakeholder interfaces within Thomson Reuters, Asia and promoting the benefits of CenturyLink solutions and provisioning processes
Minimum 5 years related experience in telecommunication/networking/hosting/collocation/ industry
Minimum 4 years’ experience managing or leading custom service teams
Demonstrated ability to build training programs to meet organizational needs
Strong quantitative and qualitative reasoning skills, with demonstrated ability to determine root cause to implement action plans
Ability to develop effective collaborative relationships across organizational boundaries
In depth knowledge of CenturyLink internal departments, products, systems, process, and client experience initiatives
ITIL knowledge seeking certification
PMP knowledge seeking certification
Bachelor’s Degree in related field or equivalent work experience

179

Service Delivery Administrator Resume Examples & Samples

Provide support for the following software: IAM: SailPoint IIQ
Knowledge of Bamboo, Stash, and Bitbucket is a plus
Friendly and active personality as the role interfaces with customers internal and external to IT
Possesses good organization and precision skills
Be willing to work directly with customers in developing workflows, screens, etc., to fit their desired outcome
Ability to understand what the customer wants, and to provide guidance on what may or may not work with regards to workflows, customization, etc
Ability to build collaborative relationships
Possess overall business acumen
Identify opportunities to be creative and innovative

180

Service Delivery Technician Resume Examples & Samples

Manages all aspects of Service Delivery and team members to ensure customer site is operational
Ensures quality and consistency with the IT Ticketing System
Maintains Asset Management
Provides on-site support for other IT teams (Active Directory, Exchange, Server, Storage, Networking, etc.) to ensure customer requests are being met in a timely manner
Partners with other IT teams to ensure a coordinated effort with new technology roll outs, upgrades, or changes
Acts as an escalation point for issues to ensure they are responded to and resolved promptly
Installs, maintains, and troubleshoots all computer hardware and software
Ensures adherence to IT policies and procedures
Composes and maintains technical specifications and documentation
Responsible for site-specific IT project management
Supports the business processes, data, analytics, and software applications for the manufacturing system environment
Works in all types of weather and environment (Office, Mill, Recycling yard – air-conditioned and non-air-conditioned environments)
Able to lift up to 45 pounds
Available for on call, after hours and weekends
Available for travel, up to 25% of the time
Problem solving including root cause analysis and corrective action
Ability to work across different non-technical and technical functional groups

181

Service Delivery Excellence Manager Resume Examples & Samples

Bachelor’s Degree from an accredited 4-year institution. Master’s preferred
5+ years of program management experience, with a specific focus in IT and global delivery
5+ years of experience implementing and administering governance and process models such as CoBIT, ITIL, PRINCE2, PMI, ISO, Six Sigma, etc. in a global enterprise setting
Experience facilitating and leading change in a fast-paced and constantly evolving environment
Experience utilizing data driven, fact-based analytics to deliver results
Must have the ability to identify complex risks early and develop actionable mitigation plans
Consultative experience and demonstrable problem-solving skills – experience designing/implementing enterprise-wide technology solutions and processes, providing business transformation services
Able to lead and motivate cross-functional teams (in person and virtually) to deliver world class services and high impact results
Must be adept working with stakeholders and colleagues at all experience levels
Executive presence including experience engaging and influencing senior leaders across an enterprise organization is essential
PMP certification or training preferred
Six Sigma Certification preferred (Black Belt preferred)

182

Service Delivery Excellence Manager Resume Examples & Samples

Establishing ESS Practice Governance and Management Standards to ensure consistent delivery of quality services and customer experience
Designing and implementing Service Delivery Quality Assurance Reviews, Business Process Reviews and Improvement Action Plans
Risk Management and Communications
Executing upon the strategic direction for Service Delivery Excellence, bringing best practices and creating thought leadership to establish credibility and trust across the organization and with Enterprise customers
Assisting in achieving Enterprise Support Services financial and operational targets, tied by Geo
Ensuring high customer satisfaction in order to optimize renewals and bookings growth
Collaborating with HR and Support Readiness teams to design Learning & Development and other programs to continuously improve Enterprise Support Services' technical specialist and account manager skills and knowledge, and maintain high employee satisfaction
Collaborating with Customer Satisfaction and Strategic Customer Programs teams to design and implement Customer Satisfaction, Reference and Advocacy programs across the Enterprise Support Services' customer portfolio
Contribute to the development of best practices, standardization, and approaches to continuously drive improvements, efficiencies and effectiveness as part of our ESS and WW Support delivery excellence initiatives
Contribute to the development of new services to elevate and enhance the Enterprise Customer Support Service experience
Serving as a member of our Global Enterprise Support Services team and aligning with our Geo Leadership team to ensure consistent and high quality service delivery within our customer portfolio
Responsible for administration and governance of the Center of Excellence (CoE) program
Serving as a key advisor to Enterprise Support Services global leadership
Plan, initiate, facilitate and manage ESS activities, ensure alignment to business goals and strategies, measure performance, and report on results and outcomes
Establishing and ensuring effective execution of and adherence to ESS change and governance processes
Working with ESS leadership team to ensure CoEs and associated projects are staffed with the right mix of people who exhibit the required perspectives, skills and behaviors
Ensuring ESS teams are establishing clear and open lines of communication both horizontally and vertically across the global organization
Assisting in the development of a culture of continuous improvement and innovation
Helping mature, develop and implement standardized tools, templates, and associated artifacts related to ESS methodologies, deliverables, and internal operations
Developing, tracking, and reporting on quantitative operational metrics related to ESS activities, priorities, levels of effort
Degree level – Bachelor’s Degree from an accredited 4-year institution, Masters preferred
5-7+ years program management experience, with a specific focus in IT and global delivery
5-7+ years experience implementing and administering governance and process models such as CoBIT, ITIL, PRINCE2, PMI, ISO, Six Sigma, etc. in a global enterprise setting
Experience facilitating and leading change in a fast paced and constantly evolving environment
Experience utilizing data driven, fact based analytics to deliver results
Works independently, proactively and collaboratively across a wide variety of stakeholders at all levels of the organization
Experience engaging and influencing senior leaders across an enterprise organization is essential
LI-SP1

183

Service Delivery Consult Resume Examples & Samples

Responsible for compliant plan administration
Works with internal BAC teams as well as third party vendors
Receives vendor escalations via online tool and researches utilizing a variety of sources (paper, electronic) and brings issues to closure
Manages projects and change initiatives
Develops and edits playbooks and literature
Conducts historical research
Completes data analysis/reconciliation
Conducts process review and suggests improvements
MUST have 3+ years experience with pensions
Intermediate Word and Excel skills (Excel: VLookUps, Pivot Tables)
Self starter, eager to learn
Ability to prioritize work, attention to detail
Demonstrated ability to manage and meet deadlines

184

Cib-service Delivery Project Specialist Resume Examples & Samples

Act as Assets, Seats/Facilities SME/Back-up
Drive local awareness and training via semi-annual roadshows, bootcamps and induction trainings
Partner with PGSC teams-GIM, GRE, PFAM, ECCS, GTI, GSI & CAO in reporting requirements, technology enhancements, asset pooling initiatives and process alignment and communicate process/site-wide initiatives/updates to CIB
Regularly attend meetings: weekly business management, weekly team meeting, one on one with direct manager and VP
Propose enhancements to manual processes
Graduate of any 4-year course, graduate degree a plus
Ability to identify and manage stakeholders in a global and matrix organization
Ability to effectively communicate with different levels of stakeholders including senior management
Can influence individuals to focus efforts towards a common goal
Strong decision-making skills using appropriate model to decide
Ability to manage multiple priorities
Ability to work in a deadline-driven environment
Flexibility to work in shifts i.e. APAC or EMEA
Proficiency in MS Office applications (Excel, Word and Powerpoint)
Minimum 3-5 years of work experience in Banking/Financial services industry, with experience managing a mid-sized team
Exposure to Operations
Experience in MS Project, MS Visio and/or Microsoft SharePoint
Experience of working/partnering with Risk, Audit and Compliance to ensure that the overall organizational objectives are met
Proven ability to build strong business relationships within the site and across the business
Direct work experience in change & risk management
Negotiation, influencing, constructive confrontation, and business focus

185

Business Analyst, ATA Service Delivery Resume Examples & Samples

Building the foundation for the development effort by capturing the business context - problem, current state, desired future state, objectives, business needs and impacted user groups
Developing requirements (business, user and software requirements — functional and non-functional) and establishing traceability to the business vision
Managing the requirements through the program/project lifecycle by establishing and maintaining agreements between the customer and the project team
Playing a critical communications role by interacting with user (business domain) and with developers and testing personnel (technical domain)
Ensuring the requirements are specified in a manner suitable for the intended audience and are understandable, unambiguous and capable of being implemented and tested
Ability to navigate the IT team and business sponsors through a level of ambiguity including business process change; building organization and structure to requirements to drive out and define detailed requirements in an efficient manner
Working with the project manager and the business customer(s) to define requirements stakeholders, requirements conflict resolution procedures and the requirements team structure
Proficient requirement meeting facilitator, demonstrated experience in facilitating sessions (30+ people) using techniques to help define scope and requirements during the lifecycle
Writing and reviewing business, user and non-functional/system level requirements in the form of Use Cases, UML, and other similar structured requirements documentation
Responsible for ensuring change control and change management procedures are followed within the program/project team as they relate to requirements
Understanding the business case and program/project scope
Ensuring that quality business analysis standards are met as prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables
Selecting the appropriate methods to elicit and document requirements
Defining the procedures on how the requirements will be managed (i.e. base lining requirements, requirements change control and requirements traceability)
Selecting the appropriate analysis and specification models and ensuring that requirements are of high quality
Assessing change requests related to requirements to assess overall impact
Determining ‘fit for purpose’ requirements
Direct supervision provided by a Program Lead Business Analyst
Senior business analyst is expected to act independently to deliver and manage requirements to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
Senior business analyst leads business analyst teams consisting of cross functional, global, and virtual groups
Business analysis role with personal accountability for delivering and managing requirements to time and cost for projects typically more than $5m in value and 12 to 18 months in duration
Demonstrated experience writing and reviewing business, user and non-functional/system level requirements
Comfortable dealing with difficult stakeholders and opinionated developers and architects during facilitated sessions and during the development lifecycle
Adept at getting sign off of business (functional and supplemental) requirements from user community
Experience in selecting and executing elicitation techniques such as Interviews, Exploratory Prototypes, Facilitated Workshops, Focus Groups, Observation, User Task Analysis, Documentation Study and Surveys and overall Process Re-engineering
Ability to work highly matrixed, multi-functional IT and business organizations
Development and deployment of formal business analysis methods and tools to govern and control programs
Working knowledge of market-leading data analytics tools – Spotfire, Tableau, SPSS, SAP HANA
Solid understanding of the following requirements models: Stakeholder Categories, Actor Tables, Glossary, Context Diagram, Data Model, Class Model, Data Dictionary, Event Response Tables, State Diagrams, Business Rules, Decision Tables, Process Maps, Use Cases, and Activity Diagrams
Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
10+ years in a corporate IT environment
7+ years of experience in business analysis or related technical field (application development, deployment/implementation and infrastructure)
Work experience in a professional services industry, preferred

186

Administrative Assistant Direct To Consumers Service Delivery Resume Examples & Samples

Provide complete administrative support including but not limited to composing correspondence, handling telephone calls, relaying messages, ordering supplies, managing invoice, administer staff system on-boarding/off-boarding especially for the offshore teams and responding to routine informational requests
Manage minutes and agenda for the staff meetings and town hall meetings
Responsible for planning a variety of activities including meetings, dinners, luncheons, Town
Hall Meetings, and other events
Coordinates travel arrangements including outbound arrangements for the 2nd VPs and other members of management
Makes hotel, transportation, and other arrangements for incoming guests
Maintains appropriate vendor contacts for local hotels, restaurants, and meeting facilities
Independently carries out assigned projects as directed by 2nd VPs
Provides status reports
Meets project deadlines
Maintain organization org-charts
Creates, organizes and maintains an effective record-keeping system for the area
Employee must be self-motivated with the ability to work independently and in a team environment. Possess excellent communication (verbal and written) and interpersonal skills to work with a variety of departments and levels of management
Ability to write in appropriate business style which is understandable to the intended audience. Strong organizational skills needed
Requires good judgment capabilities and a strong work ethic
Able to manage multiple priorities, plan workload, produce excellent work results and follow through on commitments
Must be able to quickly assimilate information and quickly recall the same
Possess high integrity, loyalty and confidentiality
Advanced computer skills and experience working with Microsoft Office products and other software programs
3-5 year’s administrative assistant experience is required.Working knowledge of advancedWord, Excel, and PowerPoint is preferred. Access knowledge and experience helpful

187

Director of Healthcare Service Delivery Operations Resume Examples & Samples

Commercial Management– Responsible for managing the financial and contractual obligations associated with the BPS contract / services under his or her responsibility
Ability to work with cross-functional team of experts across internal functions / business units
Strong professional executive presence
Readiness to travel 10% annually within US
Must be authorized to work in the US without visa sponsorship / H1B visa transfer

188

Service Delivery Team Manager With English Resume Examples & Samples

Ensure proper execution of processes by team
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary
At least 3 years of work experience in department of Customer Service
University graduate
Previous experience in finance and accounting
Coaching/mentoring skills
Strong time management skills

189

Application Service Delivery Resume Examples & Samples

Providing application support for real time analytical data systems. These systems are utilized by front, mid and back office. This role will also involve in supporting the critical analytical Java Swing and J2EE applications currently in production environment and enhancing/improving/integrating existing apps as per business needs. This will involve analyzing and creating new batches in the existing system to scrape any new data and also supporting various tools that will host this data . In addition, this role will be working directly with all divisions of the business ranging from technology, front office traders, trading support, risk control, Mid Office to back office accounting and settlement operations in support of the end solution
4 year a Bachelors technical degree with strong computer science fundamentals
2+ yrs development experience in DHTML, JavaScript libraries (Ajax, JQuery) , DOM, Spring MVC and IBATIS SQL Mapper frameworks
2+ yrs development experience in core Java, Swing, J2EE, JMS

190

SAP Service Delivery LO T Resume Examples & Samples

Knowledge on MM Pricing, inventory management
Integration with SD and FI
Knowledge on IS-Auto module
Basic understanding on automotive business flows to implement Action, Action matrix, Vehicle cycle flow
Knowledge about Inbound (inbound deliveries, STO, etc.,) & outbound logistics (Delivery, shipment, PGI)
Good understanding on Variant configuration
Support level understanding on Variant configuration
Basic knowledge on ALE
Hands on support tools (like Solman, HPSD or BMC remedy)
Excellent written and verbal communication skills, with the ability to communicate effectively with people in technical and non technical roles
Conflict Resolution – uncover the root causes of conflicts, identify possible solutions, and see through the successful and timely implementation of said solution
A self –starter with good analytical and problem solving skills
Strong follow-through, focused and detailed oriented
Proper documentation maintained for the objects getting delivered

191

Service Delivery Operations Team Lead Resume Examples & Samples

Identifying potential leads independently (or with team-members) through networking, customer meetings, trade shows, public speaking, and/or other sources
Developing relationships with potential buyers through personal meetings, presentations, speaking engagements, business networking or other business or social gatherings
Develop strategies and tactics for penetration of new accounts and cross selling to establish accounts
Initiate and qualify opportunities that are acceptable to Accenture and has a justified business case for the client
Ensure the closure of potential deals and managing the end-to-end lifecycle from pipeline to a successful signed deal
Recommending which opportunities Accenture should pursue using criteria such as highest probability of winning, and profit potential
Supporting/participating in any oral proposal activities, developing and reviewing written proposals
Maintain a keen sense of marketplace intelligence of trends and competition in order to provide market leading perspectives, emerging trends, tools and techniques that can be effectively utilized to develop and promote business
Articulate what Accenture brings: relevant assets and capabilities including Market Offerings; Vision; Process Framework; Key Messages; Credentials; Tools
Track and communicate progress against sales goals and targets
A minimum of 7 years of sales, business development and account management experience within Business Process Outsourcing /Service Delivery industry
Has strong market and industry awareness in Operations Outsourcing / Contact Center / Shared and Managed Services
Strong ability to persuade, be strategic, motivate, and influence others
Preferably, have experience working in an offshore/outsourcing environment
Proven ability to contribute to new business development efforts and manage multiple tasks in a dynamic environment
Must be detail oriented and able to manage and maintain all facets of complex assignments
Strong track record with an ability to maintain and grow client relationships
Should have demonstrable problem solving abilities with the aptitude to identify strategic solutions to business problems
Ability to work in a team environment, including engagement with multi-disciplinary teams of peers
Demonstrate flexibility to work among diverse corporate environments and cultural backgrounds
Executive presence and exceptional communication skills are required

192

UK Hub Service Delivery Controller Resume Examples & Samples

Process all enquiries received by the Service Centre as appropriate
Liaise across the business to resolve Customer enquiries of varying levels of complexity
Liaise across the business to generate accurate and timely repair quotations for Customers; working with Commercial and Finance departments to ensure complex pricing model understood and appropriate margin position achieved
Working across technical and material teams ensure on complex repair quotations that material, design, test and obsolescence issues are all resolved
Perform contract review on incoming orders; ensuring all customer and contractual details are in order; flagging any special work instructions or import/export requirements as necessary
Ensure that Customer agreements are fully understood by all areas in the respective process, and that the latest revision copy of the customer contract, where appropriate, is available electronically or by hard copy
Generate regular reporting on order book status and profitability for use both internally and externally as appropriate with high degree of independence. Generates metrics reports for the Service Centre as requested by the Service Centre team leader
On receipt of direct notification from the customer of an urgent repair requirement i.e. all AOG or ‘D state’ repair immediately prepare a plan to satisfy this work and notify all departments that are expected to be involved in the work. Ensure by continuous interaction with the Departments that the work is completed and despatched in the agreed timescale
Prepare accurate customer repair quotations / letters real-time, based on information provided by the workshop/repairs cell using MoD/Civil templates. Where variance from approved pricing occurs, investigate and ensure timely escalation as appropriate to ensure quote generation
Forward prices letters to the customer and as required chase the customer for their Price Approval. Investigate and resolve any customer queries relative to the price quotation or forecast delivery date. Escalate to the Project Manager
Release of repairs, spares and manufactured items via the appropriate business system and ensure all transactions completed accurately
Experience of working in a technology repair/spares operation/environment
Proven ability to manage customers in a diverse international market
Experience of manufacturing and MRP processes in a technology industry
Experience of managing process based repairs in an ERP systems
Understanding of Shipping/Export and Logistics desirable but not essential
Understanding of the Purchasing/Supply chain/outsourced repairs

193

Supervisor Service Delivery Resume Examples & Samples

Handles the daily management and supervision of 16-20 employees
Participates in staffing process – recruits, hires and develops team
Handles sales/customer escalations
Maintains production levels by setting goals for team members
Creates a positive work environment
Drives reduction in cycle time, focuses on order accuracy, builds partner relationship with sales channels and a positive experience for our customers
Seeks to continually improve work methods and results individually and for the team
3-5 years of experience
Previous background in a business to business customer care center
Knowledge of QCC Process and Systems
Strong leadership, communication skills (oral and written), customer service, analytical, problem solving, conflict resolution and interpersonal skills
Proficiency with Excel, PowerPoint and Word
Positive, Can Do Attitude
Previous coaching experience
Self-starter that takes action beyond specific, explicit job responsibilities and assignments
Able to work under pressure to meet goals and deadlines
Must easily and effectively relate and communicate with a wide range of management levels
125185

194

Service Delivery Centre Mobilization Specialist Resume Examples & Samples

Ensure project / waves being led & executed in KL DC meets the cost / quality / speed metrics
Support in driving KL DC Set up & stabilize in set up issues
Participate in initiatives related to designing Mob for future on driving transition for Analytics, automation etc…along with other Mob leads
Work with various functions of the BPO centre like Finance, HR, IT etc to ensure operational set-up of the deal
Identify opportunities for automation during transition and drive the implementation during the transition phase
Report and escalate to management as needed and Successfully manage the relationship with the client and all stakeholders
Manage changes to the project scope, project schedule, and project costs
Ensure Transitions learnings are documented at the end of each project and shared with the broader teams
Participate actively in center wise Mobilization or KL DC initiatives
Masters from Tier 1 / 2 institutes
Minimum 5+ years of experience in Project Management
Excellent communication skills – written and verbal
Strong Business understanding
Strong knowledge of and experience in Transitions across multiple domains & industries (eg domains - F&A, HR, Supply Chain, Marketing, CRM, Telecom, Insurance) / (industries – communication & high tech / Financial services etc)
Should have the experience in leading & executing small scale Programs as a PM or lead a wave as part of the project
Ability to engage in Business discussions & comfortable while working at the highest levels of client organizations and interacting closely with the GPO levels in a client org
Quick to grasp and understand complex situations coupled with proficient commercial instincts
Ability to work creatively and analytically within strict deadlines in a problem-solving / unstructured environment

195

Head of Service Delivery Resume Examples & Samples

Management and development of a large service delivery team including: Core service delivery functions, service desk, end user computing, facilities, field installations and installation planning
Implementation and management of appropriate ITIL service delivery framework components within: incident management, problem management, change management, release Management and configuration management
Implement, maintain and champion continual service improvement throughout the department
Maintain, challenge and report service provision through appropriate service level measurement & performance metrics
Build and maintain key relationships with all IS vendors, internal IS teams and Business owners
Ownership and Management of both 3rd party and internal business service reviews
Establish and maintain clear ownership and accountability throughout the department
Provision of out of hours operational support and service delivery management escalation
Maintain high levels of knowledge of both business IS landscapes
Production of management packs and associated information
A solid background in IT service delivery management within a medium/large organization
Extensive experience of managing and developing a high performance team
Significant experience of managing continual service improvement
Experience of developing and implementing appropriate ITIL framework controls
Strong track record of delivering IT services to a high standard
Proven track record of working effectively with business partners to ensure service delivery objectives are met
Management of 3rd party suppliers in a complex environment
Management of a medium/large budget
Excellent ITIL knowledge = accredited/certified to a high standard

196

Service Delivery Operations Lead-procurement Resume Examples & Samples

Identifies and manages issues and risks and act as an escalation point within the team
Drives methods adoption and act as an expert in how to cost effectively deliver the Client Service Team's/Service Delivery Team's process and/or project requirements and deliverables
Monitors and analyzes client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
Identifies and implements productivity improvements ensuring adherence to appropriate project gating and business case approval requirements
Manages and develops team competency coverage through cross-training, leadership development and succession planning
Participates in and/or lead special initiatives
Minimum of 8 years of Supply Chain / Procurement experience
Minimum 5 years of supervisory experience
Aerospace industry experience
Experience of successful negotiation of complex or strategic contracts
Strong supervisory, coaching and project management skills
Proven global expertise and perspective; executive level presence and influence

197

Service Delivery Executive Resume Examples & Samples

Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
Results oriented, while respecting people and maintaining integrity without compromise
Ability to manage multiple priorities within a fast paced environment

198

Service Delivery Rep Resume Examples & Samples

Inspects technical design documents for standard IT solutions. Ensures that minimum requirements are met to start up and complete the implementation lifecycle – from validating requirements to provisioning and coordinating build activities, and closing the project via client signoff. This includes following the defined protocol when needing to cancel orders or place orders on hold when requirements are not met
Plans and facilitates multiple client-facing meetings involving 6-8 technical experts. This activity involves allocating CTL engineering and technical resources and reviewing simple technical documents with stakeholders to review and plan work effort for large, complex solutions
Manages client expectations by educating clients on streamlined implementation activities, communicating solution status via prescribed communication milestones and form letters
Documents project information for small-medium size projects. This involves recording implementation activities and miscellaneous notes in CTL business applications in a manner that provides ample information needed to ensure a seamless client experience across all CTL functions
Exhibits a proactive work approach by applying basic project management processes as a means to consistently meet project deadlines. Seeks help through managers and peers when needed in order to ensure the solution integrity and timeliness. Takes ownership and responsibility for decisions and project outcomes
Executes basic project management processes. Can explain the basic activities performed when validating requirements, scheduling and managing work plan tasks, identifying and communicating with stakeholders, and managing changes to project scope or completion date
Associates degree or equivalent education and relevant experience
3-5 years related experience in specific area or equivalent
Strong communication skills (oral and written) are a must
Ability to communicate project needs to internal and external teams/vendors
2-3 years of experience in managed hosting, telecommunications or other relevant industry

199

Specialist, / Ii-service Delivery Resume Examples & Samples

Responsible for understanding and completing billing for customer scope orders for the following Windstream products
Responsible for managing and prioritizing daily work queue, identifying clean order requirements for various product types and size of orders
Responsible for ensuring that ready tasks/job steps are closed in a timely manner to meet order interval
Responsible for following up on orders requiring further information or clarification with Sales, Account Development, Solution Engineers and other departments to resolve any issues relating to customer orders and billing issues
Responsible for ensuring billing, information is accurate and sent to providers in a timely manner
Responsible for staying current on Windstream products and services, department procedures, and new Service Delivery updates through training, email updates and participating in team meetings
Responsible for providing feedback to Service Delivery Management and/or Change Management regarding process improvement and proposed changes to internal procedures
Provision new and changes orders. This requires working knowledge of many systems to include external vendors
Work all Toll Free Disconnects
Monitor Toll Free Mailboxes along with the hotline established for Toll Free
Monitor and resolve Toll Free Trouble from the Repair Center. (These will come over as an inquiry to a designated mailbox)
Dedicated cutovers – Dedicated orders require special procedures based upon order type (Agent/NonAgent/DNIS). Dedicated reps receive notification from Sales/PC’s to make sure that the order is ready for activation at cutover. We activate/test call/troubleshoot on the cutover-Engage Systems Engineering when needed
Work with Internal and external customers until all issues are resolved to customer’s satisfaction. This includes making time for Sales to create customer solutions

200

Mgr Service Delivery Gsio Resume Examples & Samples

Supervise Solution Delivery Coordinators (SDC’s) to effectively monitor, manage, and measure workflow and staff development
Develop, promote, and reinforce a customer first culture
Implement strategies and tactics to ensure client satisfaction, meet CenturyLink contractual obligations, and to achieve Company objectives
Perform all aspects of personnel management according to company policies and procedures
Identify process improvement opportunities, and create business cases to gain approval for implementation of necessary changes
Provide first point of escalation for SDC’s to resolve issues and to mitigate risk with projects, customer facing activities, or support activities
Provide workflow directives, prioritize build requests and manage internal OLA’s to support the internal orchestration of implementation
Establish, maintain, and evaluate monthly financial (MRR) forecasts. Ensure accurate forecasting of solutions handover to the client to support revenue acceleration
On an individual basis, take direction and tasks from management on any number of non-specific matters, in an attempt to meet the various goals and missions of Service Delivery
Produce monthly metrics relating to Service Delivery for presentation to exec committee on monthly, quarterly, and annual basis
Track customer satisfaction (NPS) survey responses for reporting purposes and follow up with clients that provide poor gap scores in an effort to understand issues and correct processes if necessary
Perform consistent, continual performance management to provide opportunities for employee development and to identify areas needing improvement
Collaborate with Service Delivery management peers to ensure that all policies and procedures are aligned with departmental goals and are accurately documented
Perform operational management activities to ensure the team is delivering quality solutions in a timely fashion – compile, review / interpret, and take action on business and team performance metrics
Maintain and develop relationships with cross-functional key stakeholders incl. Sales, Solution Engineering, and Service Management teams
Supervise a team of SDC’s responsible for “Complex” customer implementations

201

Process Lead, Service Delivery Performance Resume Examples & Samples

Enabling and contributing toward Continuous Service Improvement
Gap identification and analysis
Develop and implement processes and procedures that ensure the delivery of consistent and measurable outcomes and meet internal and contractual commitments for Navisite’s North American, European, and Asian divisions
Work with stakeholders to ensure proper support and adoption of operational policies, processes, and procedures
Assisting with the training of Navisite practitioner teams on subject matter developed by the candidate
Audit processes (as required)
Bachelor’s Degree in Business, Computer Science, Information Technology, and/or a related field
Required: ITIL v3 Foundations or Practitioner qualification
Strongly Preferred: Service Level Management, Service Catalog Management, Transition Planning & Support qualifications
Preferred: Service Asset & Configuration Management and Change Management experience
Minimum of 3 years of experience in IT Operations or a closely related field and sector
Excellent analytical skills, verbal skills, and written communication skills; the ability to present facts and data to achieve the desired outcome
Excellent interpersonal skills and ability to collaborate
The ability to operate in a fast-paced environment and drive changes through diligence and persistence

202

Service Delivery Transformation Lead Resume Examples & Samples

Collaborate with other design teams across Humana to ensure our Design Strategies are connected and in sync
Influence upstream operations partners where there are opportunities to redesign connected experience to the appeals process
Developed aligned strategic portfolios with enterprise shared service groups (DCOE, DEC, Consumer COE, Enterprise Consulting, etc.)
Ensure the design team is continually thinking ahead, expertly managing their portfolio, and aggressively measuring outcomes
Ensure implementation and test plans are in place that protect our operations
Serve as a fierce advocate for the consumer inside our organization but also externally ensuring the Resolution has a voice in things like “Voice of the Consumer”, etc
Expertly manage executive stakeholders expectations through high quality communications, presentations, and experiences
Directly influence platform strategy and direction with direct leadership of a small design team and indirect leadership of a broad, cross-functional group of internal and external partners
Secure ongoing funding and resources as necessary to support this body of work including sourcing external vendors when/if needed
Strong ability to communicate one's ideas through their design
Experience working with human centered design teams and/or innovation teams
High degree of creativity, experience design, and problem solving ability
Proven track record and a passion for designing compelling products/services
A great portfolio of work / samples of design work is a must
Masters of Business Administration or other graduate degree
Uncanny drive to design the best user experience in the world
Excellent presentation skills & and attention to detail
Experience working with various departments and a product team

203

Supervisor Service Delivery Resume Examples & Samples

Supervises and oversees the organization and performance of certain functional areas and the activities of team members. Provides staff management and guidance with an understanding and following of established company policies and procedures
Supervises and ensures service delivery of projects/programs to meet client and company expectations and needs. Creates, recommends and implements project/program improvements in order to meet defined objectives
Coordinates and communicates with other management team members to leverage resources and discuss solutions to problems. Develops processes with senior management for leveraging and using resources to meet customer needs. Investigates and resolves matters of significance as appropriate
Supervises and monitors business activities to ensure a high standard of professional excellence is maintained among all staff members
Engages and maintains communications with the customer, management and staff to ensure service is delivered on time and within budget or contractual obligations
Assists in the development of operating and personnel budgets. Provides support in monitoring spending for adherence to budget plans, develops and recommends variances. May assist with budget analysis
Supervises and organizes project and task work loads and selects individuals most qualified for assignments
Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager
May participate in developing new business and/or task order proposals along with senior management
Five or more years of related experience
Two or more years of supervisory or management experience included
Experience working with the past and present company business environment
Experience working with the management implications of various forms of financial data
Experience working with budgets, budget information and analyses
Leadership skills to mentor, motivate and provide guidance to project personnel

204

Service Delivery Resume Examples & Samples

Provide effective leadership and management of a team of Implementation Project Managers; determine work priorities in accordance with project schedules, changing work demands, and policies and practices; coordinate resources for projects and assign work to internal and client teams as necessary
Meet and exceed deployment targets for Concur Travel & Expense product line
In addition to supervising a team of project managers and consultants, will also act as the project manager on a reduced number of projects
Review customer surveys to fine tune team’s skills and approach to achieve/maintain high customer satisfaction; proactively manage escalated issues through appropriate resources until closure
Actively participate in and contribute to special assignments and projects related to improving our customers’ experiences with the Concur product offering and our internal policies and procedures; support the local management of Implementation Services with special projects and other assignments as needed
Employee management activities including hiring, terminations, performance appraisals, coaching, career development, cross-training, salary recommendations, scheduling etc.; ensure staff and team development through ongoing coaching and development of the team members so that all employees are at minimum of “Successful” striving towards “Outstanding” standards
LI-RG1

205

iXp Intern, Shared Service Delivery Resume Examples & Samples

Assist in the management of new product innovations. The new innovations will impact the team’s delivery process and scope. In scope is tracking of these projects, and collecting various status points per project
Support Deployment Leads with various customer focused tasks including data validation, analytical reporting, classification rule management, dashboards, and related aspects
Support ongoing team initiatives, such as best practice collection or strategic skillset development with research, training recordings, presentation development, or related tasks
Contribute to creating or updating team collateral. This includes both internal and external documentation (work instructions, best practices, project plans, and workshop materials). Our cadence for updates is increasing based on our new Product release schedule
Assist with the use of project management system (ISP and Project Smartsheets). Support in documenting procedures, but more importantly defining reports and metrics for the use of the tool
If the opportunity arises, collaborate with the Spend and Supplier Analysis Deployment team and other groups, such as product management, solutions marketing, or others on Spend Analysis related challenges
Responsible for identifying improvements of a subset of shared services processes related to the SAP Ariba Spend Analysis and SAP Ariba Buying solutions
Provides responsive support for the broader SAP Ariba Spend and Supplier Analysis as well as the SAP Ariba Buying team with daily tasks related to services delivery
Computer skills, primarily in the use of Microsoft Office Suite products
Communication skills, both written and verbal
Manage multiple simultaneous tasks

206

Service Delivery Technician Resume Examples & Samples

Coordinate with colleagues the appropriate configuration, set up, and delivery of computer-related equipment and software
Monitor and maintain service queue based on established service level agreements
Assist with departmental moves, adds, and changes
Associate’s or bachelor’s in information technology or related field

207

Head of Service Delivery Resume Examples & Samples

Meet contractual SLA on all client service towers LAN, WAN, WiFi, IPT, Call Centre, ATM, Digital Signage & Trading System
Senior escalation point for all Operations and Client Service Management
Deliver excellent Quality of Service, exceeding contractual SLA
Manage client and internal relationships to executive level
Drive behaviours on the account to maximise revenue streams
Lead department of engineers, process managers, Service Desk and Client Service Managers. Responsible for Performance Management, Learning & Development and Organisational Health of same
Ensure optimum staffing levels in place to deliver service, drive behaviours to ensure resource resiliency and avoid single points of failure
Lead a large virtual department of support teams across various on-shore and off-shore locations, accountable for service delivered by same
Own and develop a high-level Customer Relationship with key suppliers who deliver critical end-customer services on the account, be accountable for same
Accountable for appropriate maintenance of all customer infrastructure, ensuring associated activities (e.g. upgrade, patch, back-up) are delivered according to contractual requirements and meet internal and client audit requirements
Assume leadership role, build positive relationship with other business and technical leads on account, demand accountability across all areas
Ensure service is operated to ISO20000 standards. Ownership of account IT Service Management processes
Incident Management - Change Management
Problem Management - Capacity Management
Release Management - Availability Management
Accept into Service - Supplier Management
Security - Service Level Management
SLA Reporting - Service Asset & Configuration Management
Degree or equivalent in ICT, Computer Science or Engineering desirable
Excellent communication skills both written and verbal, with extensive experience presenting to senior management
Demonstrable experience in leading an operational team against challenging contractual SLA
Strong level of people management skills
Track record of meeting client business imperatives
Experience of managing 3rd party suppliers
Understanding ICT products and services
Track record of supplier management

208

Application Service Delivery Professional Resume Examples & Samples

Project / Process Management – Ability to effectively drive all aspects of an initiative: initiate, plan/re-plan, lead associated resources, manage risk, stakeholder expectations, implement, control and closure activities
Communication Skills – Excellent active listening skills. Highly polished capability to effectively and crisply message to technical teams, business and technical stakeholders and leadership
Relationship Building – Proven ability to develop strong relationships and build trust with both clients and partners
Multitasking – Ability to manage multiple concurrent time-bound tasks within the portfolio of work is business as usual
Bachelor degree in Information Technology or equivalent experience
5+ years of Technical Project / Process Management
Experience working in a matrixed-organization
PMP or other project management certification desired

209

Service Delivery Center Analyst Resume Examples & Samples

Works with business organizations to solve their most complex technology issues
Develops client relationships across multiple levels
Participate in design, development and code reviews
Develop requirements specifications and design documents
Conduct unit tests and undertake analysis of results to verify that developed code meets requirements
Report directly to the Senior Architect/Manager as appropriate
Work closely with offshore teams (as needed) to deliver projects to time, cost and quality requirements
Willingness to learn and quickly adapt to changing requirements
Bachelor’s degree in Computer Science, Engineering, Technology
A minimum of one year of work experience in a related field
Desire to work in a computer-related career where >80% of time is spent working on system-related activity: software configuration, development, workflow design, process design, analysis and quality assurance
Proficiency in Java, with a good knowledge of its ecosystems
Skill for writing reusable Java libraries
Skill in SQL
Familiarity with concepts of MVC, JDBC and RESTful
Familiarity with Java GUI frameworks, such as Swing
Familiarity with AngularJS, jQuery, HTML5
Familiarity with both external and embedded databases
Excellent interpersonal, written and verbal communication skills
Proficiency in the English language, including the ability to listen, understand, read and communicate effectively both in writing and verbally in a professional environment
Proficiency with MS Office, including Excel, Word and PowerPoint
Effective organizational and time management skills with the ability to work under pressure and adhere to project deadlines

210

Service Delivery Center Resume Examples & Samples

Provides hands-on development of applications across the enterprise, digital and portals, user interface and design, core processing, data analytics and storage
Participates across all phases of the software development life cycle in an agile/scrum development environment, which supports incremental development of high-quality, fully tested application component delivery
Build scalable, distributed, multi-threaded Java applications and tools using various technologies
Collaborate with peer groups for architecture and delivery discussions/decisions
Responsible for delivery of business cases, use cases, code and unit tests
Adopt a logical and organized approach to problem resolution
Ability to clearly articulate both problems and proposed solutions
Proactive approach in identifying issues and presenting solutions and options
Database/SQL, data integration, ETL and data movement-related development
Reporting and dashboards
Business and data analytics development and deployment
Strong academic record, including, without limitation, course work that EY deems relevant to this position
Flexibility to work on ad hoc tasks depending on requirements
Solid understanding of object-oriented programming
Ability to write clean, readable Java code
Basic understanding of the class loading mechanism in Java
Knowledge of creating database schemas that represent and support business processes
Integrity within a professional environment
Flexibility and willingness to travel (0% to 25%), as well as work in excess of standard hours when necessary

211

Service Delivery Center Resume Examples & Samples

Manage, develop and mentor a team of technical experts
Manage quality of deliverables from offshore teams (as needed) to deliver projects to time, cost and quality requirements
Learn and quickly adapt to changing requirements
Bachelor’s degree in Computer Science, Engineering, Technology, Industrial Administration, Business or a related field
Minimum of 5 years of related experience
3 years of experience working at or advising a property and casualty insurance carrier
2 years of experience managing and supervising a team of technology advisors through all phases of the technology life cycle, including requirements definition, architecture design, conversion and testing
Proficiency in Java and its ecosystems
Skills in writing reusable Java libraries
Knowledge of concurrency patterns in Java
Experience with concepts of MVC, JDBC and RESTful
Experience with Java GUI frameworks such as swing
Proficiency with MS Office, including MS Excel, MS Word and MS PowerPoint
Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
Certifications are encouraged

212

Service Delivery Co-ordinator Resume Examples & Samples

Confirmation on satisfactory execution and completion of preventative maintenance & rescheduling if required with vendors & customers
Confirmation on recommendations and follow through on process
Attending to all call-outs for the selected customer base, follow through & feedback to all relevant parties, updating system and manage SLA
Assisting team members if required

213

Service Delivery Executive Resume Examples & Samples

Portfolio Management: Unlike traditional project management, which focuses inwardly along scope, time, cost and quality for a single project or services, portfolio management focuses outwardly and encompasses the management of many projects and services to meet the client’s business objectives
Trusted Advisor: The SDE leverages experience and consultative skills to be a trusted advisor to the VP level or higher for their client. The client will rely on the SDE to make credible recommendations as well as see to it that those recommendations are correctly implemented. The client and nature of our relationship will drive the ideal subject matter expertise required
Identify, capture and communicate the client’s core business objectives and the business value delivered by Dimension Data throughout Dimension Data
Present a consistent interface between the client and the various service operations or projects managed within Dimension Data, locally and globally

214

Application Service Delivery Professional Resume Examples & Samples

Keep a schedule, make tight deadlines, and work timely and independently and work with Dev team
Need to ensure that there is a good rapport with the DEV team and all endeavors are made to complete the tasks on time
Create and write timely and accurate user notifications
Assist with reporting
Prioritize and engage management in situations where prioritization is a challenge
Lead meetings and know all parts of a meeting
Work closely with the development team
Good experience with MS office
Good experience with UNIX, PL/SQL, schedulers
Good knowledge of ETL process
Understanding of the importance for incident, problem, and change management procedures for day to day support activities
Knowledge of “Best Practices” in production support
Candidate must have a mind set to observe and absorb the entire day to day task in order to be able to support these applications at a later stage

215

Proj Coordinator, / II / Iii-service Delivery Resume Examples & Samples

Manages order progression by engaging with internal teams to ensure individual job steps are completed timely
Partners with internal teams to remove road blocks. This could include facilitating internal conference calls/meetings, or working with teams who are not directly involved with the customer facing order process. (I.e., core engineering, grooms, etc.)
Coordinates site readiness, equipment delivery/receipt and activation/implementation
Continuously monitors progress of job and investigates any deviations from schedule. Keeps all appropriate personnel apprised of order status, shifts in priorities, and existing/perceived problems
Follow established Service Delivery process, with particular focus on providing a consistent and positive customer experience
Identify process improvement opportunities and collaborate with peer teams and/or management to implement change
Must understand and adhere to department/organization/company policies
Must adopt and demonstrate WIN’s values

216

Service Delivery Ops Specialist Resume Examples & Samples

Operating as subject matter expert
Serve as escalation point of contact for customer and system related issues
Effectively manage both internal and external client relationships within a defined scope
Responsible for using discretion when exercising consistent judgment with matters directly related to management policies and the general operations of the business
Bachelors degree in Engineering and a minimum of 3 years’ of relevant work experience OR a minimum of 7 years' of Operations/Manufacturing experience in a work environment
Minimum of 1 year of training or supervisory experience
Minimum of 2 years' of Microsoft Office experience including Access and Excel
Quality, Inspection or Auditing experience preferred
Demonstrated track record of accomplishments using Quality Improvement tools
Previous Coaching, training or mentoring experience
Highly effective team player with strong communication and decision maker
Energetic individual with strong leadership skills

217

Analyst, IM Service Delivery Resume Examples & Samples

Oracle administration experience on 11gR2 & 12c databases; RAC; Oracle EBS R12 and R11i ; Oracle Fusion Middleware 11g & 12c; Oracle EBS under RAC; Data guard; SSO Integration; Oracle Streams; BI Publisher; Hyperion; Load Balancing and SSL; RMAN and Hot Backup; OEM 12c
Administration and Maintenance of Oracle Applications Databases, eBusiness suite and Fusion Middleware technologies under variety of configurations such as RAC, Shared/Normal ApplTop, RMAN, PCP, FMW Cluster - Active-Active & Active-Passive etc
7x24 On-Call support for mission critical production databases on rotation
Provide support over weekends for planned activities
Work with support team to perform root-cause analysis and problem diagnosis
Implement, enforce and adhere to Disaster Recovery plan for platforms. Failover and Failback of live production systems between Primary and Secondary sites
Work closely with Unix, Networking, Storage and other support teams for monitoring, problem troubleshooting, space allocation & capacity planning for Oracle environments
Assist Software Configuration Management / Development teams with troubleshooting Performance, Application Patches & PE (productivity enablers) Issues
Assist with SOX compliance, Database/Applications/FMW security scans, and their remediation
Implement and Enforce Security for Oracle Environments
Single node & Multi Node cloning of Oracle Apps Instances in Normal and Shared Appltop Architecture; RAC to Non-RAC conversion in EBS setup
Patching of Oracle Database and Technical Configuration of Oracle e-Business suite and Fusion Middleware
Monitor & Troubleshoot Database & Application Performance Issues using standard Oracle tools and 3rd party S/W
Good experience in managing and monitoring WebLogic Server performance by tuning JVM Heap size & GC parameters
Experience in Oracle OEM 12c, agents and adding monitoring, groups and incident rules for middleware domains
Troubleshoot Server Hang, Deadlock, application level lock, database level lock by taking thread dump and analyze to get the root cause for the hang
Working knowledge of Oracle Security Middleware (Oracle Access Manager, Oracle Internet Directory), Network and Firewall
Perform Workflow Notification Mailer Configuration and Troubleshooting
Perform SSO Configuration & Troubleshooting related to Oracle Apps & Fusion Middleware
Impact Analysis and Implementation of CPU/PSU patches on Database/Technology Stack
Manage Oracle SRs and Cases with Oracle and 3rd Party S/W vendors
Update DBA Processes/Standards and documents (DBA Run book, Cloning, Upgrades, Issues/Resolutions etc.)
Monitor and troubleshoot Concurrent Manager Problems, Performance, Errors etc
Analyze CCM job performance pre/post release implementations
Perl, Shell, Sql & PL/Sql scripting for Alerts, Monitoring, Reporting & Auditing etc
Prepare and upload weekly database and application job stats (performance and errors)
Ability to meet deadlines and stay customer focused
Work in a fast-paced environment
Train new team members
Bachelor of Science degree in Computer Science or equivalent or MCA from a reputed college
Minimum 5+ years’ in Oracle Applications, Database & Fusion Middleware administration on enterprise level platforms running on Solaris and Linux
Good Understanding of UNIX, Linux, Storage & Networking; NAS Snaps and EMC BCV
Must have experience in Supporting 24x7 mission critical Oracle EBS Applications
Understands, explains and presents complex technical ideas to both technical and non-technical audiences, including senior management

218

Analyst, IM Service Delivery Resume Examples & Samples

Oracle Enterprise Manager
Oracle 10g & 11g FMW / SOA Application Server Administration
Oracle 10g Portal/Forms/Reports and SSO/OID Application server administration
Oracle 11g SOA Composite Application Developer
General Role Requirements
Extensive hand-on Oracle Middleware administration experience on Oracle Middleware 10g & 11g; SSO Integration; Weblogic, BI Publisher; OEM 12c, eBilling, GRC
UNIX Knowledge

219

Team Lead, Service Delivery Resume Examples & Samples

Improve the key success metrics associated with quality and goals. These include
Customer Satisfaction Scores
AHT - (Average Handling Time)
Quality Scores
FCR - (First Call Resolution)
RPC - (Revenue Per Call)
80% Coaching Action Plan (CAP) utilization
Develop, coach, support, and evaluate the team
Ensure team has tools, systems, and support needed to perform their job
Current Teletech employee who’s been in their current role for a minimum of 6 months
No current corrective action
Strong understanding of TeleTech's business, core values, and goals
Ability to lead and partner successfully with staff and chain of command
Proficient English, both written and verbal
Open, honest, and empathetic manner when dealing with people
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
High level of integrity, honesty, and judgment
Knowledge of call center business
Data analysis and reporting
Action planning

220

Service Delivery Ops Accounting Analyst Resume Examples & Samples

Assist with a variety of tasks on the General Accounting team
Ensure that daily, weekly, monthly, and quarterly targets are met as per the SLA
Assist with financial analysis, planning, budgeting, and implementation of SOX and compliance policies when required
Process bank reconciliations, due diligence letters, data searches to locate payees, and escheatment process
Minimum of 2 years' finance and accounting experience
Associate's degree in financial disciplines such as business and accounting
Bachelor's degree in finance, accounting, or business is a plus

221

Head of Infrastructure &service Delivery Resume Examples & Samples

Detailed knowledge of IT Service Management and Control Techniques (ITIL - Service Management essentials)
Knowledge of third party relationship management
An understanding of other technologies such as data communication and document processing systems and their integration with IT systems
People Management and Supervision skills
A thorough understanding of technologies such as Cloud Computing, Virtualization, Storage Technologies and Network Optimization
Business understanding and knowledge of how technology can drive business growth
Understanding of business and the role of technology to support business growth

222

Service Delivery Coordiator With English Resume Examples & Samples

Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
Recommends system or process improvements, including procedures, training, and enhanced documentation

223

Service Delivery Technical Specialist Resume Examples & Samples

Minimum 2-4 years in financial services. Defined contribution and/or defined benefit experience considered a strong plus
Technical expertise in compliance testing & reporting and/or plan document services considered a plus
Ability to manage assignments to ensure intended results are achieved on time and within budget
Strong communication and time management skills; ability to handle competing priorities
Intermediate proficiency in Microsoft Excel
ASPPA designations considered a plus

224

Operations & Service Delivery Co-ordinator Resume Examples & Samples

Qualification: Bachelor / Master’s degree in Media Studies/Management
Experience: 2 - 5 years
Technical/specific skills: Confident in use of Windows Powerpoint, Excel

225

FM Service Delivery Co-ordinator Resume Examples & Samples

Support, assist and co-ordinate contract mobilisation and supply chain performance management activity
Manage small suppliers to in order to gain experience of supplier management and contract management activities
Identify positive / negative trends in performance using available data to find continuous improvement opportunities to reduce cost, improve quality and performance and take proactive corrective action where necessary
Attend formal and informal meetings with the Supply Chain
Providing training and awareness sessions on required SLAs and KPIs
Undertaking evidence of contract management audits within SharePoint
Co-ordinate the contract governance activity of the supply chain
SharePoint population and support
Take and prepare minutes
Co-ordinate team dairies
Ensure all documents ready for key supplier and client meetings
Adhoc and regular administrative duties
Demonstrable relationship management skills with strong team ethic and peer support experience
Strong stakeholder engagement skills with the ability to communicate at all levels of an organisation
Ability to be detail orientated as well as understanding the strategic importance of business activities
Demonstrates a systematic approach to tasks and measures progress against plans
Ability to work as part of an integrated team or individually as required
Effective communicator both verbal and written with ability to produce accurate and timely reports
Good Word, Excel and Outlook skills
A track record of identifying the need for additional systems and processes
Has worked in roles where he/she has had to accept responsibility for data accuracy within own remit and work area and compliance with company and or legal requirements
Proven track record in identifying efficiencies and implementing strategy to streamline office operations / administrative functions
HSE awareness

226

Senior Manager, Sales Service Delivery Resume Examples & Samples

Manage the communication. Maintain a positive, respectful, and caring attitude. Communicate problems clearly and collaborate with business partners to ensure that issues will be resolved quickly with a minimum long term impact. Offer clear and objective alternatives, and work with the team to help implement solutions. Identify and communicate any potential problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)
Escalate system level issues to the appropriate systems/IT support/vendor team. Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform job functions. Clearly identify and manage all system level issues including the scope of problems and relative urgency. Manage clear documentation of problems via email or ticketing system to the appropriate support team. Assist as necessary in isolating the root cause of problems and implementing solutions to ensure problems have been addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis, and problem solving)
Knowledge of Digital Marketing

227

Supervisor Service Delivery Resume Examples & Samples

Minimum of 3-5 years telecommunications industry experience
Bachelor's Degree In Business or equivalent in education and experience
Customer service knowledge and experience
Strong leadership, conflict resolution, problem solving and interpersonal skills
Strong communication skills (oral and written)
Ability to work with multiple teams and efforts: partnering with Sales and Support Teams, identify efficiencies with Tech Ops, streamline methods with Process and Product, and solve customer issues
Proficiency with Microsoft Office – Excel and Word
System knowledge of Legacy Qwest systems
Supervisory/coaching experience
Experience managing in a Union environment

228

Analyst, IM Service Delivery Resume Examples & Samples

Provide day to day technical / functional support for Oracle Apps
Organize technical team meetings and manage team to adhere SLAs
Attend daily / weekly conf calls with VCPs
Must have 10+ yrs of experience as a Techno Functional Developer in Development and Support of Oracle EBS – Rel 11i
Excellent skills in Oracle SQL, PL/SQL, Forms & Reports, Distributed Technologies , Workflow , APEX & XML Publisher
Strong Techno-Functional experience in various modules of Oracle EBS such as OM, INV, BOM, WIP, MRP, PO, AR, AP, GL, FA, ASCP, iProcurement

229

Associate Analyst, IM Service Delivery Resume Examples & Samples

Provide day to day technical / functional support for Oracle Apps R12 & 11i systems
Excellent skills in Oracle SQL, PL/SQL, Forms & Reports, Distributed Technologies , Workflow , XML Publisher
Highly conversant with RICE components
Should have knowledge in Structured Software Development processes
Should have good understanding of Unix and shell scripting

230

Analyst, IM Service Delivery Resume Examples & Samples

In depth knowledge in Oracle EBS Functional 11i & R12
Hands on experience in Order Management (OM), Shipping (WSH), Inventory (INV)
Oracle Engagement including SR support
Job scheduling , familiarity with site and user profiles setup
Month end & Year end support
Experience in Incident engagement and escalation process
Ability to test business processes
Provide day to day functional support for Oracle Apps R12 & 11i systems
Bachelor’s Degree in Engineering or MCA from a reputed college
5 to 8yrs of experience as a Oracle Apps Functional consultant - Rel 11i & R12

231

Service Delivery Rep Resume Examples & Samples

Position is responsible for coordinating order processing, providing provisioning support and dispute management from QOA order entry through to Oracle order booking
Responds to Sales Team inquiries to order CPE services for CenturyLink customers, and creates sales orders within systems
This includes validating contractual information, and validation of other key customer information prior to keying order into the order entry system
Partners with sales, process, legal, Pricing & Offer Management, Sales Engineers, provisioning, account management, and product to resolve ordering issues for unique customer solutions
Occasionally handles escalations for special ordering requests and expedited order requests
The ideal candidate will occasionally assist team leads, with completion of special projects to improve business processes
Minimum 1-3 years related experience, and customer service experience
Problem Solving and Analytical Skills
Strong communication: listening, oral, written
Collaboration skills
Successful completion of all Assessments and Interviews, required for this position
Understanding CPE products and service
Associates or Undergraduate degree

232

Fixed Assets Service Delivery Resume Examples & Samples

Lead and manage a team of 5 people, with accountability for reporting & accounting for diverse businesses
Provide leadership to the Fixed Assets capital reporting team including provision of clear reporting targets and measures
Own people management processes - performance management and appraisal/assessment, talent analysis and development, recruitment, etc
Promote a continuous improvement culture to ensure that processes are effective and efficient and simplified and standardised
Actively participate on the R2R LT
Provide assurance on validity, accuracy and completeness of the Fixed Assets General Ledger (GL)
Local ownership and accountability for the validity, accuracy and completeness of the Fixed Assets
Accountability for Property, Plant & Equipment (PP&E) & Fixed Asset Accounting and Processes, which includes Capital Expenditure, Capitalisations, Disposals, Verification, IFRS and Group Reporting, etc. for the region
Promote a culture on control service excellence and delivery within the capital reporting team ensure all reporting deadlines are being met
Provide a centre of expertise for capital reporting in the Southern Africa region by keeping up to date with the latest accounting standards and changes to BP’s Group Reporting manual
Responsible for the maintenance of the fixed asset registers for BP Southern Africa region
Establish and maintain a close and strong working relationship with BP businesses/stakeholders
Monitor and ensure that all the regions fixed asset transactions are properly recorded and a robust audit trail exists
Provide support to the business units for WIP processing and play a role to close out projects in a timely manner, to ensure timely capitalisation thereof
Responsible for compliance of the balance sheet integrity policy (BSI) around Fixed Assets
Maintain close working relationships with BP Tax to ensure that the FAR accurately reflects all taxation requirements for the region
Liaise and engage with external service providers to ensure established SLA’s are maintained
Monthly, Quarterly and Year-end reporting processes, including AFS Disclosure requirements as it relates to PP&E disclosure, Capital Commitments (including JV’s) etc
Monthly variance analysis of Actuals vs Forecasts for capital spend, depreciation and other PPE relates accounts
Escalation, tracking and close out of risks and opportunities with the embedded Finance team (CBM) and/or business partners
Provide assurance for additional Information disclosure/reporting requirements, as well as Supplementary Data reporting, e.g. reporting for Disposal of Fixed Assets
Monthly reporting and analysis of Fixed Assets PPI’s
Input of Quarterly Due Diligence reporting requirements (GBS, FVC, and Lubricants)
Provide variance analysis for Quarterly Fincom Results presentation (Capex, Depreciation, Profit/Loss on sale of assets) – quarter-on-quarter, year-on-year
Accountability for quarterly Analytical Review Procedures (ARP’s) as it relates to Fixed Assets movements, quarter-on-quarter, year-on-year
Liaise with local Accounting Policy team on interpretation and application of IFRS and Group Accounting Policy relating to new/ non-standard business transactions
Accountability for Business Process Mapping (BPM), including sign-off of completed maps and related Standard Operating Procedures (SOP’s)
Contribute to and participate in GBS annual planning process
CA/CIMA/ACCA, Honours Degree in Finance, Accounting or similar field (CA strongly advantageous)
Minimum of 8 years of experience in Finance and/or related field
Experience in management of a small to medium sized team
Group Reporting experience advantageous
Experience overseeing multiple projects/activities and tasks
Application of Continuous Improvement (CI) principles/practices to
Have a thorough understanding of the key systems, processes, resources and dependencies of the department/business area in order to update at process tower level

233

Fixed Assets Service Delivery Resume Examples & Samples

To lead the Fixed Assets capital reporting team in maintaining the fixed asset registers (FAR) and work in progress accounts (WIP) for the BP Southern Africa businesses
To ensure Fixed Assets reporting accuracy for region
To ensure the accounting treatment related to Fixed Assets is consistent with BP Group policy and International Financial Reporting Standards (IFRS)
Proven track record of working effectively within a team-based environment, including managing others to deadlines (including both direct reports as well as others)
Strong interpersonal and communication skills are essential given the importance of building strong and enduring relationships with various teams
Standardise, simplify and reduce complexity
Manage performance rigorously and hold others to account
Set clear direction, priorities and boundaries

234

Service Delivery Consult Resume Examples & Samples

Responsible for developing compensation related analytics and modeling based on business requirements
Utilize MS Excel and Access on an intermediary/advanced level to automate and assist LOB compensation managers with reporting requirements
Ability to query multiple data sources to develop compensation reports using established business rules
Participate in various projects that require reporting requirements and assumptions in project documentation
Advanced knowledge of Microsoft Access, Excel, and PowerPoint
Ability to query for data extraction, mining, and manipulation
Strong reporting capability; prefer skills to simplify and automate where possible
Proven analytical and data management skills
Ability to communicate orally and in written communication
Ability to manage own time effectively, prioritize issues, work independently and take on new responsibility
Strong attention to detail; exercise strong quality control over own work
Experience manipulating, analyzing and working with large amounts of data
Oracle Business Intelligence

235

Service Delivery Managers Resume Examples & Samples

Actively engages in managing the screening area by monitoring queue length, service levels, reporting on changing needs and seeking additional staff from other screening areas when required
Achieves Key Performance Indicators (KPIs) and ensures compliance with Standard Operating
Procedures (SOP’s) on a daily basis
Supervises Screening Officers by acting as a coach, mentor in order to create and maintain an engaged, motivated work force
Scheduling and administrative tasks including, assigning staff to screening positions, monitoring breaks and training hours to ensure service delivery levels, coordinating with other screening points to organize efficient staff deployment, accommodating language requirements, ensuring proper tracking
Ensures proper time and attendance tracking in various programs
Minimum five years work-related experience in a similar supervisory role, preferably in the Aviation Security Industry in a unionized environment
Strong operational focus with the ability to act under pressure and provide creative solutions
Experience in the management of personnel at a supervisory level
Ability to implement performance management / discipline with direct reports

236

MVP, Service Delivery Resume Examples & Samples

Responsible for operationalizing the overall ExP strategy within the region - lead, motivate and manage the service delivery team delivering EXP, including Executive Partners (all levels), VP, Team Managers and VP, Service Delivery (RVPs)
Maintain, renew and grow regional book of business
Accountable for the retention rate of members in region and collaborate closely with Sales to achieve renewals and growth
Champion and continually coach to the Pathway to Success
Drive consistent execution of EXP’s global priorities
Lead regional account and operations reviews with delivery team and Sales executives
Demonstrate Gartner’s Leadership Pillars, and continually apply best practices as it relates to hiring great talent, providing coaching and feedback, and managing performance
Maintain a high level of understanding and knowledge of Gartner’s vision, structure, culture, philosophy, operating principles, values and code of ethics in order to coach, motivate and engage staff to provide excellent value to our members
Develop and foster collaborative relationship with Sales, Research and other key Gartner business units, establish and maintain solid working relationships with various internal entities to create a comprehensive, well designed strategy for growth and retention in the region
University graduate (Masters or Doctorate preferred) with a minimum of 15 years’ experience working as a CIO or in a senior management role in an IT capacity in a complex, global, multi-billion dollar organization
In-depth understanding of the IT industry and the role of the CIO; understanding of the business value of IT and the alignment of Business and IT strategies
Build great teams: Extensive and proven people management and development skills
Know the right things to do: Critical thinking and problem solving to assess client situation and provide actionable outcome based business/technical advice and access to appropriate Gartner services to support achievement of business results
Leadership mindset: Demonstrates humility and ability to adapt to change quickly with a “No Limits” perspective
Deliver powerful communications: Superior verbal, written, facilitation and presentation skills in an effort to drive results
Excellent relationship skills, including significant experience working with CXO level executives
Demonstrable sales and/or business development experience with CXO level executives
Prioritize time: Strong time and project management skills; operationalization of leadership mindset

237

Head of Service Delivery Resume Examples & Samples

Performance management of multiple third party suppliers, and the governance of internal and external service providers
Taking ownership of the service portfolio and the delivery of service management services to the business
Delivery of all IT services to the business to meet service targets in Service Level Agreements (SLAs)
Strategic, tactical and operational engagement with the business to ensure that service requirements are understood and delivered
Management of overall service quality – including the CSI Programme and the measurement of customer satisfaction
Be educated to degree level or equivalent (desirable)
Have proven experience leading large teams (where a significant number of services are delivered and/or supported by third-party suppliers), ideally within a UK utilities environment
Have experience of managing departmental budgets of £3m plus
Demonstrate experience of working in a mixed support environment (internal and external support teams, on and off-shore resources, outsourced services)
Demonstrate commercial acumen and negotiating skills evidenced by proven experience of procuring and negotiating one or more of

238

Service Delivery Operations Lead Resume Examples & Samples

Validate appropriate contributors have participated in the creation review of each team deliverable according to standard methods and/or processes
Drive methods adoption and act as an expert in how to effectively deliver the process and/or project requirements and deliverables
Monitor and analyze client and customer satisfaction through available escalation complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
Identify and implement productivity improvements ensuring adherence to appropriate project
Responsible for ensuring financial viability of suppliers, with deepest focus on critical suppliers. This includes the development and management of a global supplier financial viability assessment process and associated training to align with Global Procurement Sustainability and Corporate Treasury requirements
Work with DCN to flag critical suppliers, ensuring supplier financial reporting is received and schedule ongoing reviews with Corporate Treasury
Develop and mentor people, act as a career counselor and create a high performing organization foster relationships, resolve conflicts, deliver performance feedback, etc
5 years of experience in Operations Delivery
5 years of experience managing large Teams
Experience managing HR functions
Accounting and Finance knowledge
Experience in successful negotiation of complex or strategic contracts
Ability to interpret data, prepare presentation materials and deliver content to all levels of management and clients
Strong organizational, multi-tasking, and time management skills

239

Service Delivery Administrator Resume Examples & Samples

Single point of contact for nominated accounts within BT Business
Order entry for all products & services
Liaise with account management teams to gather missing or incorrect information required
Liaise with the order management team to provide updates on orders in the systems
Take lead responsibility for updates, managing KCI’s to Account Team, Internal Teams
Develop and maintain effective working relationships with Internal teams and other key stakeholders, to ensure full commitment and support for the success of the order
Proactively monitor progress of all orders, highlighting orders in jeopardy and be the first point escalation for exceptions
Identify trends / underlying issues and put a plan in place to resolve issues and drive improvements
Proactively monitor Customer Commit dates
Action all Cancellation Tickets within SLA
Action all Process Steps within SLA
Maintain 100% quality of Orders on the Systems (Right First Time)
Ensure all billing set up and billing de provisioning is accurate. (Right First Time Billing)
Resolve any Intervention Required orders within SLA
Ability to work with company systems such as Siebel, eDCA, Tahiti, Arbor, SQE and email
Undertake mini-projects and extra duties when requested by Line Manager and provide regular feedback on progress of same
Ensure daily administration is completed
Ensure procedures and processes are followed
Complete User Acceptance Testing on System changes as required
Own the end to end delivery of Voice and Broadband orders – from acceptance, through the delivery process to billing set up or de provisioning
Act as Single Point of Contact for all delivery queries on Voice & Broadband Orders
Own the end to end delivery of all 3rd Party supplier orders (Provide & Cease Orders)
Take the lead responsibility for updates, managing KCI’s to Account Team, PC Team & CSM Team
Excellent communication & interpersonal skills with the demonstrated ability to build and maintain positive working relationships both internal and external
Demonstrated ability to analyse problems and suggest method of resolution
Experience in a service delivery/customer delivery role
Proficient in MS Word, Excel and Outlook
Customer Management skills and the ability to deal with Senior Managers both externally and within BT
Results driven, articulate and pays particular attention to detail
Ability to identify opportunities to drive continuous improvement in effectively manage change

240

Service Delivery Expert Resume Examples & Samples

Define, implement, and monitor ongoing operational excellence improvement activities
Ensure ongoing efficiency and effectiveness of supplier-provided services through governance of outsourced operations of all access management related services
Enforce operational controls and security controls to ensure that access management services are properly managed to maximize operational effectiveness and minimize risk
Provide appropriate visibility and accountability to management by producing periodic metrics and reports that measure the performance of access management technologies and services
Worked in global IT function with regional or global responsibilities in similar environment like MDLZ
Working knowledge of access management technologies and related tools, including Active Drecotry, SiteMinder, PingFederate, Cisco AnyConnect, and Citrix
Strong team player with excellent interpersonal skills
Ability to balance multiple workloads and independently manage time effectively across several activities

241

Service Delivery Performance Analyst Resume Examples & Samples

Ensure quality and accuracy of the operational support for the Air product with a focus on continuous improvement, excellent customer experience and advocate daily Operational Metrics (SLA and Productive Hour compliance, Error reduction, Process adherence, AHT, Quality)
Monitor and provide feedback on issues that may impact partners and customers
Handle incoming bugs, workarounds or support requests when partners are not able to complete pre-defined processes
Regularly review functional performance to achieve critical metrics to drive improvement
Provide support for and execute on Expedia Inc key initiatives which could include Air product launches, User Acceptance Testing and Process creation and validation
Oversee the day to day operational support of critical issues for our internal and external partners
Partner closely and collaborate
Excellent problem solving and analytical skills with attention to details
Ability to work effectively in a diverse group as well as independently
Good interpersonal and team working skills
Intermediate to advanced knowledge of airline ticketing principles
Ability to multi-task and keep up with a dynamic environment
Actively seeks feedback and is independently driven to gain knowledge and improve skills to make things happen
Bachelor’s Degree or equivalent analytical work experience
Experience gained in a mid to large complex customer support environment
Advantageous to have knowledge of Global Distribution Systems (GDS) and airline industry standards for ticketing, exchanges and airline schedule changes
LI-JH2

242

Service Delivery Supporter Resume Examples & Samples

Ticketing tools (SDM, SNOW)
OS administration
SIEM Solutions
Vulnerability management
Antivirus software
Proxy

243

Service Delivery Resume Examples & Samples

Defines and analyzes data requirements for database designs. Build schemas and define linkages of records to implement database changes
Maintains and updates conceptual, logical and physical data models, and physical data architecture of data warehouses
Provides technical support and guidance in the investigation, analysis, and resolution of database problems
Evaluate, establish, and implement policies and procedures relating to database management, security, maintenance, and utilization

244

Service Delivery Resume Examples & Samples

Establishes ETL system by planning and executing the selection, installation, configuration, and testing of server hardware, software, and operating and system management systems
Maintains ETL system performance by performing system monitoring and analysis, performance tuning, troubleshooting of system hardware & software, designing & running system load/stress testing
Works closely with other IT teams, secures web system by developing system access, monitoring, control, and evaluation. Establishes and tests disaster recovery policies and procedures, and completes back-ups
Upgrades ETL system by conferring with external vendors and services. Develops, tests, evaluates, and installs enhancements and new software

245

Service Delivery & Improvement Specialist Resume Examples & Samples

PRIMARY
Oversee the existing process of creating, maintaining, and recertifying Business Service & Application models to underlying infrastructure within the UCMDB
Coordinate the gathering, reviewing, and approval of application data with Application Support teams, Application Managers, Application Suite Managers, Architects, and SME’s
Maintain & communicate detailed status of model creation, maintenance & recertification for all in-scope applications
Interface with application SMEs to explain the purpose of application modeling, communicate requirements and discuss application’s architecture and fingerprint
Oversee ITSM support team efforts related to Service Model development including opening request tickets, interacting with assigned resources, and verifying results
Monitor the results of analytic, correlation and enrichment rule (e.g. change history, impact analysis) modifications
Maintain formal modeling process documentation
Enhance and improve the modeling process as part of Continual Service Improvement efforts
Establish and monitor KPIs & reports to verify model accuracy/currency and identify gaps and measure the effectiveness of improvement efforts
SECONDARY
Assist in remediation and mitigation activities required as part of formal CMDB Data Governance
Contribute to overall Configuration Management Continual Service Improvement efforts
Assist in the improvement and documentation of the various processes involving Configuration Management
1+ years experience with HP uCMDB/DDM Platform or comparable IT Service Management platform, including Topology Query Language (TQL) or major CMDB and CMS concepts
Practical use of MS Office with emphasis on Excel and Word
Knowledge of various server platform and OS types (Windows, Linux, HPUX, AIX, Solaris, etc.)
Basic knowledge of network devices, storage devices and various Database platforms (MSSQL, Oracle, MySQL, DB2, Sybase)
Understanding of both legacy and modern application architectures, n-tier hierarchy
Ability to work with management and technical staffs of all levels and skill sets

246

Internship Within Finance Service Delivery Germany Resume Examples & Samples

Make and improve the project reporting to project managers and operational head of Service Delivery Germany
Prepare the operative planning in terms of business case preparation, cost base planning, workload planning
Contribute to forecasting process (two to three times a year) and outlook for year end
Support the quarterly Estimate at Completion reviews for each project, reported to the top management

247

Service Delivery Center Resume Examples & Samples

Lead teams according to the assigned development feature
Provide feedback to team members based on the requirement specifications and design documents
Provide reviews of code and unit tests
Possess the ability to clearly articulate both problems and proposed solutions
Possess strong numerical/mathematical ability
Exhibit a proactive approach in identifying issues and presenting solutions and options
Demonstrate the ability to prioritize personal workloads to best meet organizational objectives

248

Service Delivery Executive Resume Examples & Samples

Experience of managing client relationships in a Service Delivery role
Management of Service Delivery
Financial management and control
Escalated major incident management
Client relationship management
Ability to recognize and act upon opportunities for new and additional business
Service Level Agreement (SLA) management
Understanding of QA processes
Communication/Presentation skills for day-to-day client engagements
General account management skills
IT Savvy and process orientated

249

Service Delivery Center Resume Examples & Samples

Finance Strategy (Vision, Mission, Guiding Principles)
Enterprise Data Management/Reference Data Management
Financial Accounting and Reporting Operations/Technology
Reinsurance Accounting and Reporting Operations/Technology
Budgeting, Planning and Forecasting Operations/Technology
Performance Management and Measurement (KPIs, business driver-based metrics)
General Ledger/ERP Systems Features/Functionality
Data Warehousing Features/Functionality
Statutory Reporting Systems Features/Functionality
Enterprise Technology Expense Reduction
Team with client technology professionals, and/or third-party strategic alliances to provide implementation of technology solutions
Participate in engagement management, engagement execution and reporting, and client relationship building and management
A bachelor's degree and approximately 5 years of related work experience; or a graduate degree and approximately 4 years of related work experience
A degree in computer science, engineering, accounting, finance or a related field; MBA or MS degree preferred
A minimum of3+ years of relevant experience at a financial services company or comparable experience working as an advisor to a financial services company
Demonstrated ability to manage and supervise a team of technology advisors through all phases of the technology life cycle, including requirements definition, architecture design, conversion and testing
Strong written and verbal communication, presentation, client service and technical writing skills, coupled with a strong interest in further developing and integrating operations with technology skills
Ability and comfort level researching client inquiries and emerging issues, including regulations, industry practices, and new technologies
Definition of business and technical requirements
Design of business and technology architecture
System selection and implementation support
Data mapping and conversion
Proof of concept
Quality assurance and testing
Business and IT process reengineering
Program/project management and implementation planning (PMO)
Finance transformation and accelerated close
Sub-ledger/ledger redesign
Management reporting enhancement
Business intelligence/decision support
Traded products/front/back office package implementation
Data warehousing/enterprise data design and management
Enterprise application integration
Financial planning, budgeting and forecasting
Business/Merger Integration
Reconciliation redesign or improvement
Business Objects
Cartesis
Clarity
Cognos
Hyperion
Oracle Financials
PeopleSoft Financials
SunGard financial packages
Intellimatch
Smart Steam
Willingness and ability to travel approximately 50-70%

250

Service Delivery Project Specialist Resume Examples & Samples

Aid in the design and implementation for projects and programs that improve customer retention and support Veritas Support Solutions in achieving their goals
Responsible for multiple projects and/or programs from initiation through delivery ensuring completion of the project and training on schedule
Uses professional concepts and company policies and procedures to solve a variety of problems. Exercises judgment within defined procedures and practices to determine appropriate action
Works on projects and/or programs that have global impact throughout the department and/or organization
Can become SME on Care tools and lines of business in order to represent Care’s needs and goals within the Support organization, and cross-functionally
Collaborate with Support enablement teams to develop process and training documentation, and communications
2+ years project management experience
4+ years in customer service experience
Basic computer skills, MS office, product support experience, group facilitation skills, leadership skills
Experience in or strong interest in the Software and Technology industry preferred
Experience in customer relationship management tools such as Salesforce.com or Oracle CX is preferred
Experience in Enterprise Resource Planning tools such as Oracle is preferred
Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities
Excellent business communication skills (verbal and written)
Advanced problem solving/troubleshooting skills
Ability to explain complex ideas in simple terms
Works well independently

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