Service Delivery Specialist Resume Samples
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Service Delivery Specialist Resume Samples
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KW
K Weber
Katherine
Weber
5900 Wilkinson Lodge
New York
NY
+1 (555) 332 2529
5900 Wilkinson Lodge
New York
NY
Phone
p
+1 (555) 332 2529
Experience
Experience
Dallas, TX
Service Delivery Specialist
Dallas, TX
Altenwerth Inc
Dallas, TX
Service Delivery Specialist
- Create metrics to follow call center activity and performance and make analysis on a regularly defined basis
- To add and make amendments to the data, following the checking and authorisations process
- Escalate to SC Manager in case performance targets cannot be met by the team
- Contribute to performance appraisals for peers, managers and direct reports
- Willing to work on morning shift following Australia/New Zealand working hour
- Service capacity and performance management
- Perform data processing activities for ongoing client services and assist with resolution of participant issues
Philadelphia, PA
IT Service Delivery Specialist
Philadelphia, PA
Lowe-Dicki
Philadelphia, PA
IT Service Delivery Specialist
- Imaging and deployment of workstations and laptops
- Support users with phone and voice mail systems
- Assess quality of delivery and time commitments. Recommend strategies for improvement, including continuous improvements and leading best practices programs
- Assess quality of delivery and time committments. Recommend strategies for improvement, including continuous improvements and leading best practices programs
- Consult with stakeholders and to assess and characterize current processes. Drive ongoing productivity improvement and innovation in partnership with stakeholders. Anticipate internal/external business issues to align operational priorities and tactics
- In support of a culture of operational and service excellence and to drive increased efficiency and effectiveness of responsible service line(s), recommend and implement best practice procedures for the on-going management of technology services
- Recommend and implement best practice procedures for the on-going management of technology services in support of a culture of operational and service excellence and to drive increased efficiency and effectiveness of assigned service line(s)
present
Phoenix, AZ
Application Service Delivery Specialist
Phoenix, AZ
Deckow, Swift and Yost
present
Phoenix, AZ
Application Service Delivery Specialist
present
- Provide the client areas with technology products and service alternatives that improve the support delivery process
- Execute signed-off SCPs as agreed with the crisis management team
- Propose ITSCM improvements for vendor owned SCPs
- Execute agreed SCP tests (as per ITSCM plan) and issue formal reports for sign-off
- Involve in all phases or service management
- Complete annual reviews of existing SCPs and propose improvements
- Implement any agreed improvements to SCPs identified by testing
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Clark Atlanta University
Bachelor’s Degree in Computer Science
Skills
Skills
- Strong professional and collaboration skills to work in a team environment
- Strong project management skills and attention to detail
- Strong attention to detail
- Knowledge / experience supporting Windows 7/Windows 8.1 and Windows 10 workstations, Active Directory, Microsoft Office 2013 and Microsoft Lync
- Excellent written and verbal communication skills
- Be able to lift up to 50lbs
- Great interpersonal skills
- Excellent communication skills (written and verbal)
- Log incidents and service request calls into the helpdesk ticketing system with proper detail and validation
- Highly organized
15 Service Delivery Specialist resume templates
Read our complete resume writing guides
1
Rohq-cps-country Service Delivery Specialist Resume Examples & Samples
- Experience in Sourcing and/ or Operations
- Experience in migrating activities to shared service centre
- Proven project delivery and savings track record
- Project Management background with demonstrated delivery against high-profile initiatives is an advantage
- Appreciation of cultural and business differences across a diverse region
- Experience of consulting is preferable
- Banking or financial services experience
- Strategic project management experience
- Procurement operational understanding and experience
- 5 years of Procurement experience
- 5 years experience of working in a fast paced, process-driven environment
- Experience in organisational administration is an advantage
- Knowledge of MS Office suite, including Excel, Word, PowerPoint is critical to the function
- Strong business writing skills
- Excellent communication and interpersonal skills, with ability to deal confidently at Senior Management level
- Strong numerical and analytical skills with keen attention to detail and a successful ‘right-first time’ approach to work
- Ability to plan, organise, monitor workloads and priorities across multiple groups. Ability to work without supervision in a busy and high-pressured environment
- Ability to collate and analyse complex and varying data in different formats
- Ability to identify and assess risk and issues and highlight these in a timely manner
- Ability to influence Senior Management across the business and CPS
- Ensuring work is completed accurately and within the set time frames
- Ability to manage and deliver on commitments within extremely aggressive time frames
- Proven ability to manage multiple tasks and priorities
2
Hrss Service Delivery Specialist Resume Examples & Samples
- Exceptional communication skills – both written and oral
- Good organisational, prioritisation and multi-tasking skills
- Strong interpersonal and team skills
- Proficiency in Microsoft Office products. PeopleSoft experience would be an advantage
- Ability to deliver to the required service standards in a customer focused environment
3
SAP Materials Management Service Delivery Specialist Resume Examples & Samples
- Perform service management activities and minor enhancements involved in the ongoing delivery of our SAP Materials Management (MM)Module services
- Provide application support, monitoring, troubleshooting, change and enhancement of the SAP SAP Materials Management (MM) Module services using technical standards such as ISO and CMMI
- Undertake Service Management functions required to ensure compliance to budget, quality standards and committed service levels using industry policies and processes such as ISO, and best practices such as Information Technology Infrastructure Library (ITIL)
- Manage the technical and service relationships: between HP and the customer, between HP and subcontractors/vendors, or among various HP internal organizations
- Work with the key customers, and/or internal businesses/end user representatives to retain customers and build the business
- Technical knowledge – Apply growing technical knowledge of the SAP Materials Management (MM) Module to solve application issues of varying complexity. Integrate technical knowledge and business understanding to create effective solutions for HP and the customer
- Change Management/Implementation – Implement changes/solutions to meet customer needs within area of technical responsibility
- Quality – Provide continual improvement recommendations for direct responsibility area
4
SAP Advanced Planner & Optimizer Service Delivery Specialist Resume Examples & Samples
- Perform service management activities and minor enhancements involved in the ongoing delivery of our SAP Advanced Planner & Optimizer (APO) Module services
- Provide application support, monitoring, troubleshooting, change and enhancement of the SAP Advanced Planner & Optimizer (APO) Module services using technical standards such as ISO and CMMI
- Provide input to and/or manage service improvement programs regarding customer satisfaction and service delivery
- Technical knowledge – Apply growing technical knowledge of the SAP Advanced Planner & Optimizer (APO) Module to solve application issues of varying complexity. Integrate technical knowledge and business understanding to create effective solutions for HP and the customer
- Incident Management – Resolve technical incidents and document known errors and workarounds
- Solution Design – Understand HP Solution set and be able to apply these solutions to meet customer needs within area of responsibility
- Customer Relationship Management
- Contract Knowledge – Understand business contract and requirements to support and meet customer obligations in area of responsibility
5
SAP SNC Service Delivery Specialist Resume Examples & Samples
- Bachelor’s Degree in Computer Engineering, Engineering Courses or related
- Fresh Graduates
- Has sufficient knowledge to be individually responsible for deliverables. Has led in delivery of a specific deliverable
- Possesses basic level of business, technical, or functional knowledge
- Has ability to perform/drive resolution of incidents/problems on combinations and interactions of products
- Ability to apply technology and consulting to solve a client business problem
- Able to communicate and present complex issues with assurance and confidence. Demonstrates the use of consulting skills including: questioning, listening, ideas development, permission and rapport, and influencing
- Ability to conduct/lead oral status/technical interchange meetings with clients on small to medium sized engagements
- Owns and produces customer documentation. Ability to translate technical details into concise and easy to understand written form
- Ability to work with a team
- Exposure to different SAP Modules is a plus
6
NOC Service Delivery Specialist Resume Examples & Samples
- Perform daily review, tracking and communications of incidents through root cause resolution and restoration
- Conduct client communications and discussions with the business line interfaces on key projects, operational changes, incidents or change failures
- Provide detailed documentation in support of projects, incidents and problems (i.e. issue analysis)
- Follow-up on Vendor related outages and escalate appropriately
- Logging and trending of issue root cause and resolution
- Review & audit Incident, Change and Problem Management activities
- Track and prepare funding requests for network initiatives
- Audit, analyze and negotiate vendor billing
- Maintain budgetary and P&L communication with business Lines to effectively provide visibility and align expectations
- Develop and maintain a consistent financial project approval process to address gaps in existing process
- Project management / coordination of high risk operational changes (i.e. power downs, infrastructure weekends, BCM tests), issue analysis, troubleshooting and resolution
- Develop & communicate operational performance metrics
7
IT Infrastructure Service Delivery Specialist Resume Examples & Samples
- Being responsible for Interface for Infrastructure demand and requirements for Kraków located Application Delivery Project Managers and SW Component Manager
- Driving efficient use of infrastructure through tactical and strategic demand planning
- Interacting with the WM&RC BLIS Team for planning, management and request process in SNOW
- Prioritizing infrastructure work to ensure delivery of both the business and Platform Services agenda
- Securing appropriate SME experts to participate in solution design and infrastructure optimization projects for the business
- Interacting with Partners and customers within CH, EMEA and APAC
- Initiating and executing IT Infrastructure demand request for respective Line of Business
- Tracking progress of IT Infrastructure demand request and respective reporting
- Communicating with onshore partners to agree requirements
- Supporting senior managers with follow-up clarification/questions
8
Infrastructure Service Delivery Specialist Resume Examples & Samples
- Excellent written and verbal communication skills with an ability to understand and translate highly technical concepts
- Solid decision-making, innovation and creativity in solving problems, resolving conflicts and meeting Rapid Request requirements
- General knowledge of the following technologies with regards to non-functional testing and deployments
9
Infrastructure Service Delivery Specialist Resume Examples & Samples
- Provide consultation to the Client (at any time before, during or after eForm process)
- Call/email to Client to acknowledge request
- Follow up with Client on any questions/information needed on eForm submitted
- Validate ad-hoc eForms to ensure within standards, entitlements, policy
- Validate technical compatibility
- Consult MIS PCS Mgmt and obtain MIS PCS Mgmt approval as necessary
- Approve eForm before it is sent to Business Unit approvers and then to Service Provider for provisioning
- Monitor Service Provider (near-daily) to track status of the request against service level objectives (SLOs)
- If daily report shows that request is at risk of not being fulfilled within company's goals, follow up with Service Provider to better understand situation (if more info is needed beyond description provided)
- When delivery is at risk, manage Client's expectations by providing status and new delivery date and/or alternatives (if feasible)
- Coordinate escalations and engage appropriate parties to resolve
- Upon fulfillment of request, call Client to follow up on request and user experience (complete, accurate, etc.)
- Manage and maintain the knowledge database, including company/BU/territory standards, on an ongoing basis. Monitor eForms request and ensure the ISDS team is on track to meet fulfillment requirements
- Provide status reports to Management as requested. Performs other related duties as necessary
- This role is dedicated to processing Enterprise Infrastructure Services (EIS) Workplace procurement requests at WB
10
Service Delivery Specialist Resume Examples & Samples
- The role involves working closely with Validation Management customers to define project requirements, scope and deliverables
- Develop full scale project plans, schedule project timelines, and estimate costs and effort required
- Track project deliverables, monitor progress and KPIs and report progress to Customers and senior management. Communicate continually with our Validation Management, Operations and Execution, Design and Engineering, and System Engineering and Estate Management teams as to status of and potential risks to projects and key deliverables
- Capture notes and minutes of all meetings and distribute to teams responsible for delivery
- Provide our customers and suppliers with support including but not limited to project prioritization and escalation, change control activities, and outage awareness
- Building and maintaining excellent relationships across Validation Management, Operations and Execution, Design and Engineering, and System Engineering and Estate Management
- Ensure all issues are escalated/documented according to Citigroup Information Technology Management Policies
- Work effectively and efficiently in a highly matrixes organization
- The ability to prioritize conflicting demands is an important part of the job
- 8 to 10 years of demonstrated Project management competency in a technology organization
- Individual should possess strong inter-personal and influencing skills. Key success elements are
- Active partnering skills with Validation Management, Operations and Execution, Design and Engineering, and System Engineering and Estate Management in a matrix organization
- Ability to influence people and work across multiple areas of the Software Development Lifecycle (Analysts, Developers, Testing and QA, UAT and Production)
- Strong experience in requirement gathering
- Ability to interact with senior business and technology managers
- Strong attention to detail, willingness to "roll up sleeves"
- BA/BS preferably in business, finance or computer science or equivalent experience
- Knowledge of Project Management Institute (PMI) project management processes
- Significant hands-on experience with Microsoft Office tools
- Knowledge of key performance indicators and reporting metrics
11
Application Service Delivery Specialist Resume Examples & Samples
- Prepare governance report
- Review RAID log and recommend action for red/amber risks
- Review previous governance minutes and take action
- Attend Governance meeting
- Review S.I capacity and update existing apply capacity
- Monitor business requirement, seasonal/permanent demand, monitor PBA (pattern of business activities), analysis of current and future requirements
- Prepare Plans for Availability, Capacity and Continuity for the managed Application - existing application
- Help incident and problem mgmt. for Availability, Capacity and Continuity related issues
- Go through all changes weekly basis and verify impact of approved changes
- Monthly reports - 5 manual reports
- Reviewing and signing off the Draft Service Availability, Capacity and Continuity Roadmap prepared by Client
- Application level tuning and alerting for Availability, Capacity and Continuity
- Exception reporting and review
- Involve in all phases or service management
- Performing remediation plan, solution and actions where appropriate
- Link in with other vendors (Infrastructure service provider) for various Availability, Capacity and Continuity related issues
- Check Business and Technical Requirement periodically
- Reviewing & sign-off of the ITSCM procedures
- Interacting with the SI process re: ITSCM
- Updating the respective ITSCM Plans regarding SI
- Review the scope and prepare ITSCM plans for Managed Services Applications - Existing Application
- Review the ITSCM plan w.r.t. against agreed SLA timelines
- Evidence & Own SCPs for relevant applications, networks and infrastructure components
- Complete annual reviews of existing SCPs and propose improvements
- Input into annual ITSCM planning process
- Propose ITSCM improvements for vendor owned SCPs
- Application level tuning to help in ITSCM (plan and implement)
- Execute agreed SCP tests (as per ITSCM plan) and issue formal reports for sign-off
- Implement any agreed improvements to SCPs identified by testing
- Assisting with invocation process as required by Incident Management
- Execute signed-off SCPs as agreed with the crisis management team
- Engage with Major Incident Management Process as required and feed into Problem Management
- Update the respective ITSCM Plans in case of Gaps identified during various tests/meetings
- Liaise with vendors for ITSCM plan for vendor supported applications being managed by us
12
Mobility Service Delivery Specialist Resume Examples & Samples
- Customer Focus: Focuses on understanding the requirements of customers. Builds and maintains effective relationships with customers by gaining their trust and respect and by leading customers to new insights and perspectives i.e. collaborates with the customer to identify and maintain focus on their needs. Delivers on all commitments in a timely manner. Monitors customer satisfaction; ensures the ‘voice of customer’ is understood by the HR team. Gains respect of customers through consistently engaging them around relevant issues and meeting commitments
- Vendor management: The ability to evaluate and ensure that vendor performance meets or exceeds defined performance standards and adheres to overall company policies and procedures
- Vendor Coordination: The ability to coordinate the logistics necessary to plan for and execute the tasks needed to result in a successful relocation within and across geographies
- Invoice Review. Knowledge of information required for invoices; includes the ability to review and reconcile vendor invoices in order to confirm invoice accuracy or identify invoice errors, process invoices for payment
- Crisis Management: Knowledge of procedures used and ability to rapidly mobilize and manage internal and external resources to deal with situations that have the potential for severe negative impact on the employee experience
- Relationship Management(Suppliers, Vendors, Partners): Knowledge of third party supplier corporate cultures and core competencies. Ability to influence third party supplier/vendor relationship to benefit KO
- IndependentPoint of View: Knowledge of the external international relocation and immigration environment in which the Company's business is conducted. Includes ability to offer a broad perspective that extends beyond a particular functional discipline (e.g., HR, relocation, Immigration) and draw upon knowledge that comes from frequent interaction with different departments, employees and sources and constituencies outside of the Company
- Project Management: Ability to manage projects to ensure successful delivery (on time, within budget, meeting agreed upon success criteria) to establish clear goals and accountabilities. Also includes the ability to develop project plans, allocate resources, identify potential issues/risks and develop contingency plans
- Communication: Develops open, effective communication practices across the organization to improve individual and business achievement and performance i.e. demonstrates effectiveness in written and verbal communication. Develops and reinforces clear, consistent key messages. Seeks input from key stakeholder audiences. Shares information openly and honestly and facilitates dialogue. Incorporate research into planning decisions
- Working in an International Relocation Management company; or
- Destination and Settling Services company; or
- International Immigration and/or Tax services company; or
- Project Management / Organizational Effectiveness
- Negotiation Skills (ideally vendor management experience)
- Ability to work in a virtual working environment, fully utilising technology and communication tools
- Bachelor’s degree in Human Resources/Social Sciences, Finance or a related field or equivalent related work experience
- Analytical and problem solving skills. Excellent verbal and written communication skills. Ability to build relationships and credibility quickly. High degree of interpersonal skills
- Preferred: Microsoft Office Project, KPMG Link, Workday
- Being able to effectively build relationships and influence vendors
- Operational Excellence and process improvements in vendor service delivery
- Proactive mind set with self-starter initiative
- Excellent listening and communication skills (both verbal and written)
- Ability to deliver exceptional customer service
- Ability to work under stress and tight deadlines
- Diagnostic Thinker
- Being a change agent.-ability to live with and manage ambiguity
- Focus on timely and consistent execution
- Process improvement mind-set and delivery
13
Service Delivery Specialist Resume Examples & Samples
- Server, storage, middleware, network and backup service delivery and operations
- Delivery of end-user facing products and services
- Service capacity and performance management
- Security and vulnerability patch management
- Deliver outcomes for infrastructure project delivery and risk management
- Incident and problem management of infrastructure services
14
Service Delivery Specialist Resume Examples & Samples
- 1+ year of Help Desk / Technical Support experience
- Bachelor’s Degree in IT field or related
- Knowledge / experience supporting Windows 7/Windows 8.1 and Windows 10 workstations, Active Directory, Microsoft Office 2013 and Microsoft Lync
- Experience implementing TCP/IP at the workstation level
- Exceptional time management and problem solving skills
- CompTia A+ or related certification
15
Service Delivery Specialist Resume Examples & Samples
- Ability to perform diagnostics, identify problems and provide resolutions
- Exceptional customer service skills; must be able to clearly communicate technical guidance and instructions to users via telephone and email
- CompTia A+ or related certifications
16
Service Delivery Specialist Resume Examples & Samples
- Oversee and handle client escalations from the GCSC and 3rd party field, L2 and expert support teams
- Oversee training of third party staff navigating Citi systems/processes in order to be operational and compliant
- Interact with respective colleagues across regions and integration team to manage the vendor consistently across the globe and throughout the organisation. Ensuring upcoming changes are communicated effectively and impact understood
- Ensure the daily/weekly/monthly reporting is delivered based on the requirements
- Contribute to operational tasks related to transition and transformation
- Assist in implementing solutions to meet our customer's needs, to deliver the services they require and to improve our products and services to them
- Take part of all GCSC related projects. Awareness for compliance and regulatory controls for all security administration and process within the desktop environment
- Proactive and passionate about enhancing the end-user experience
- Ability to work with people across all levels of the organization
- Experience working within teams and with multiple cross-functional and cross-organizational groups
- Working knowledge of the ITIL framework
- Experience working with vendors management and service level management is an advantage
- Proven history of managing change and implementing complex initiatives within a call centre or back-office production environment is an advantage
- Advanced written and oral English knowledge
- Ability to matrix manage vendors
- Excellent communication skills – verbal and written
- Excellent customer service orientation
- Strong project management skills and attention to detail
17
Service Delivery Specialist Resume Examples & Samples
- Internal User ID management (creation/deletion/modification/trouble shooting..etc) on different platforms (Unix/Linux/AIX/Mainframe/AS400/Windows Servers)
- Weekly and monthly report making
- Follow up and escalate issues and problems
- 1 year of working experience in IT industry is preferred
18
Service Delivery Specialist Resume Examples & Samples
- Provide an excellent customer service for customers, both internal GE companies, and external
- Receive orders from customers and manage them in line with company policy and systems, following them to shipment to ensure a quality of service
- Build up close relationships with customers and commercial partners to gain their trust and answer and respond to customer queries in a timely and professional manner
- Develop solid product knowledge and a strong understanding of the logistics of sending specific products
- Work as part of a team and adopt a flexible approach to increase and maintain the quality of service
- Build effective relationships with Logistics and distribution where appropriate to understand the impact on customer service
- Provide knowledge and accurate information to customers
- Able to initiate and drive innovative growth projects
- Produce and communicate quotations for customers, subsidiaries and distributors as requested and in line with their requirements
- To add and make amendments to the data, following the checking and authorisations process
- To be the recipient of data for the Customer Service function, relating to customer master, freight, licensing and other areas that Customer service are responsible for
- Following the procedures set down in the SOP’s, load data onto the ERP system, primarily pricing, contracts, customer records, licensing and freight options within the agreed timelines
- Build strong relationships with commercial to support and improve our quotation and tender offers
- Produce standard reports from ERP system, for the use of Data Supervisor, Customer Service, Commercial and Logistics
- Ongoing liaison with relevant functional data owners
- Provide support, where necessary and able for the Customer Service team
- Coordinating the data capture (e.g. Material master) and informing the relevant function
- Managing GXP master data
- Maintaining auditable data records for internal and external audits
- Support and advise Customer Service team with regard to data provided and required
- Apply and learn from the knowledge proffered by the Centre of Excellence and Quality Assurance
- Participate in development of the ERP data team, through meetings and other planned events
- Proven experience in customer service normally including some year of prior experience in customer service
- Experience with managing multiple projects
- Outstanding communication skills, both written and oral
- Competent with Excel and Word
- Ability to work in a cross-functional cross-country team environment
- Ability to manage self and tasks in an appropriate manner
- Excellent organizational and administrative skills
- A calm and analytical approach to problem solving
- Willingness to work as part of a team
- Ability to communicate using English (or local language)
- ERP/SAP knowledge
- Fluency in additional language if working in a country that uses such a local language
19
Infrastructure Service Delivery Specialist Resume Examples & Samples
- This role will be responsible for liaising, partnering and influencing application development stakeholders in all efforts around driving down environmental hygiene gaps
- The role is responsible for planning and coordination of server patching and reboot efforts
- Participation in review of hygiene metrics and processes and continuous improvement is required
- A strong risk, compliance and control background is required for identifying and managing IT control gaps across AM environments
- Experience in the execution of global enterprise programs and strong program management skill is needed
- At list of 7 years of industry experience, with a breadth of knowledge across application development, application support and infrastructure support is required
- Strong communication, written and verbal skills are required
- The role will require periodic presentations to both senior and mid-level management across AM technology
- The ability to coordinate patching and reboot execution and post-implementation application testing on weekends
- Patching of regulatory compliance
- Recurring reboots with hygiene compliance parameters
- All other environmental hygiene issues (easily guessed passwords, weekly configured storage, etc.)
- Firm-wide identified risk items
- Distributed Technologies
- Data Processing
- Work well individually and in a team setting
- Ability to work under pressure and with tight deadlines
20
IT Service Delivery Specialist Resume Examples & Samples
- Leverage expert knowledge in responsible area(s) to partner with the business to prioritize technology needs and meet commitments related to responsible service(s). Ensure alignment with corporate guidelines
- Consult with stakeholders and to assess and characterize current processes. Drive ongoing productivity improvement and innovation in partnership with stakeholders. Anticipate internal/external business issues to align operational priorities and tactics
- In support of a culture of operational and service excellence and to drive increased efficiency and effectiveness of responsible service line(s), recommend and implement best practice procedures for the on-going management of technology services
- Perform resource requirement planning for assigned service lines(s). May support vendor resources and resource planning
- Provide guidance or technical supervision to less experienced staff performing similar functions
- Expert knowledge in ITIL Incident, Problem, and Change Management Functional responsibilities include process management, ITIL metrics management, issue management, process quality and efficiency management
- Expert knowledge in ITIL incident, problem and change management ability to leverage knowledge to partner with business to prioritize technology needs and meet commitments related to incident, problem, and change management
- Experience ensuring alignment of tasks with standards and procedures. Ability to update corporate standards, procedures, and job aids in the areas of incident, problem, and change management
- Strong stakeholder management skills. Ability to consult with stakeholders to assess and characterize current ITIL processes. Drive stakeholder meetings, focus groups, and working groups to improve and transform ITIL processes
- Ability to anticipate future business needs and issues and execute process updates/improvement to address gaps, recommend and implement
21
Rohq-esc-country Service Delivery Specialist Resume Examples & Samples
- At least 2 years of previous business and Procurement experience
- Ability to interact with all levels of management in a professional and positive manner
- Fluent in written and spoken English language
- Performed procurement functions at a regional level or country specific outside of the Philippines
- Knowledge of MS Office suite, including Excel, Word, Powerpoint, is critical to the function
- Strong business writing and reporting skills
- Excel in organizational, analytical, time management skills
- Excellent interpersonal, communication, negotiation skills with strong influencing and persuasive talents
- Self-motivated, takes initiative and has the ability to effectively organize, multi-task and prioritize a wide array of initiatives
- Has an aptitude for innovation
- Additional language skills would be an advantage
22
Service Delivery Specialist / Supporter Resume Examples & Samples
- Coordinating activities within NDCS
- Ensuring documentation is updated to industry standards
- Providing regular reporting for the customer
- Escalating risks and issues in daily activities
- Engaging with other participants to identify continuous service improvement
23
Service Delivery Specialist Resume Examples & Samples
- Extensive ethernet and voice knowledge
- Turning up voice customers
- Add, Moves, Changes
- Hosted Pbx experience
24
Senior Service Delivery Specialist Resume Examples & Samples
- Leads business analysis for the most complex projects that may impact multiple business areas, address complex processes, involve significant process analysis and redesign, entail significant business risk, apply new technologies and involve the integration of multiple systems. Identifies which tools/techniques are appropriate to lead the team through the process of understanding a business issue/need, how it is currently handled, and how it should be handled in the future
- Resolves conflicting/competing needs from different areas of the business, tactfully, and in a way that satisfies all parties
- Provides recommendations to users on appropriate solutions, along with guidance concerning the business implications of application development projects
- Leads process improvement efforts to enhance business performance. Assists in evaluating new technologies that may enable business success
- Ensures system and business requirements are met by monitoring available metrics and collecting feedback post-implementation
- Provides implementation support, preparing the business for the system solution. Acts as a subject matter expert and supports train-the-trainer and other learning activities with Corporate Learning and Development and Business Partners
- Serves as a coach and mentor. Delegates tasks as appropriate
- Maintains up to date and thorough knowledge of new developments in business analysis tools and techniques available in the marketplace. Is able to identify applicable practices for MST and recommends new directions to management as appropriate
- Possesses a broad understanding of current and emerging technologies, i.e., what is and what is not possible within the current and future applications and technical architectures
- Understands how various new technologies can meet business needs, taking into account the business risks and benefits of adopting a new technology
- Possesses good understanding of a variety of software development methodologies, and their implications for a project
- Has good understanding of the overall business strategies and objectives of Macy’s, and factors them into decisions and recommendations
- Has advanced knowledge of the strategic plans/initiatives of various business units, and/or can quickly come up to speed on the strategies and critical success factors for a business unit
- Able to transform major business change initiatives into strategic level systems solutions. Understands the business impact of different solutions, and can assess and communicate the tradeoffs between business needs, technology requirements, costs and risk
- Maintains an understanding of business plans and strategies of competitors and of industry in general
- Conducts complete diagnosis of most business problems, factoring in a strong understanding of the business processes and anticipating implementation obstacles
- Capable of helping users clarify, develop, and plan for their current and future technology needs
- Conceives of and designs projects that typically require extensive systems integration, large teams and multiple technical platforms, multiple stakeholders with potentially competing needs, and with substantial risk and implications for the business
- Performs risk assessment and develops a contingency plan with possible alternatives and a recommendation when unanticipated situations arise
- Leads the business analysis phase of a project, often providing direction to more junior resources. Typically works on large work type 2 and work type 3 projects
- Responsible for developing business case and presenting to management
- Bachelor's Degree preferred and 8-10 years of related experience or an equivalent combination of education and experience
25
Petrotechnical Service Delivery Specialist Resume Examples & Samples
- Operational conditions
- Level of reliance on Vendor knowledge capital
- Reliance on Upstream SMO & Vendor-generated service delivery statistics for MI
- Holding Vendors to agreed Service Level targets & addressing inconsistencies in vendor-provided Managed Services
26
Associate Service Delivery Specialist Resume Examples & Samples
- General service level agreement (SLA) management and measurement is required for this position
- Ensure overall client satisfaction and contractual commitments are met
- Frequent inter-organizational and external client contact performed remotely
- Responsible for contract compliance, maintenance and validation with carriers
- Responsible for managing the preparation and presentation to the client of monthly savings recommendations and quarterly optimizations, including contractual pricing validation, zero usage, and optimizations of voice plan, voice pooling, data plan, text overage, roaming and insurance
- Understanding of client service and client service level agreements
- Able to work in a fast-paced, continuously evolving environment
- Proficiency in the use of computers and general business software (Microsoft Outlook, PowerPoint, Excel, Word and Project)
- Good communications and relationship building skills
27
IT Service Delivery Specialist Resume Examples & Samples
- The SDS oversees a network of desktop support contractors
- The SDS facilitates day to day IT Service Delivery to Braskem America through daily operational and project coordination meetings
- The SDS interacts with all Braskem global vendors daily to meet Service Level Agreements and Objectives including
- Bachelor's degree – Masters preferred – Business or IT related
- Knowledge of ITIL (Information Technology Infrastructure Library) or other quality process methodology (i.e. Six Sigma)
- 3-5 years related experience
- Strong analytical, written and oral communication skills
- Speaking: English; Portuguese; Spanish - preferred
- Writing/Reading: English; Portuguese; Spanish - preferred
- A customer focus; strong organizational skills, project management, and conceptual design skills, including the ability to lead multidisciplinary teams of outsourced resources in support of daily operational processes and projects
- A strong technical aptitude to facilitate the understanding of how enterprise technology offerings can be used to meet specific business needs
- Ability to act with customer orientation and be attentive and responsive to customer concerns. Ability to successfully understand and translate the needs of varied customers into IT service requirements
- Ability to communicate effectively with all levels of a diverse environment, including senior management, administrative groups and individuals. Excellent written and presentation skills, including the ability to make technology understandable to end users and enterprise decision makers
- Experience leading and working effectively in an environment with rapidly shifting and often contradictory demands and priorities
- Demonstrated insight, tact, political acumen, and diplomacy skills sufficient to foster effective relations and build consensus with diverse groups in the enterprise
- Ability to act with minimal direction and collaborate with management on establishing long and short range goals
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Assistant Manager Service Delivery Specialist Resume Examples & Samples
- Team Management - Manages a team of Service Delivery specialists. Provides ongoing coaching, feedback, and career counseling to team members. Writes and delivers effective performance appraisals for all team members, addresses any team performance issues, tracks team members’ attendance and leave schedules. Serves as a supervising principal for FINRA Series 6/63 licensed representatives and must be familiar with all FINRA and SEC regulations
- Staff Development – Responsible for the development of staff. Performs weekly quality monitoring on all team members. Conducts bi-weekly one on one meetings and ongoing coaching with staff. Provides ongoing feedback regarding quality of work to team members and works to improve processes and overall quality of team/department
- SDS Team Management - Works with Workforce Optimization team with regards to staffing to ensure consistent high level of service is attained. Identifies trends and determines proactive solutions to maximize service quality. Ensures statistical and quality goals are achieved/exceeded
- Project Management - schedule and facilitate team meetings, implement contests or other morale-building programs, assist in training, liaise with other departments to implement enhancements and/or changes impacting service delivery, work with implementation areas in the incorporation of new business
- Escalated Issues - fields escalated issues from SDS representatives, clients, and participants. Identifies trends in escalated issues and proactively addresses with staff
- Staffing - assesses staffing needs, conducts prospective employee interviews, and makes decisions regarding the hiring of new employees
- Participates in SDS in site visits, tours, and client calls
- Bachelor's Degree, preferably in a business related field
- Without a Degree, 2-5 years of management experience required
- Excellent organization, prioritization and planning skills required
- Strong communication skills required
- FINRA Series 6, 63 and 26 licenses & other industry specific registrations/licenses required within GWRS established timelines
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Murex Service Delivery Specialist Resume Examples & Samples
- Massively simplify the Fixed Income technology environment
- Increase operational control and efficiency
- Enable our regulatory agenda
- Establish the building blocks for a more cost effective operating model
- Support revenue in all products
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IT Service Delivery Specialist Resume Examples & Samples
- Imaging and deployment of workstations and laptops
- Diagnose hardware and software issues
- Perform software and hardware upgrades as necessary to maintain current levels. This includes, but not limited to the following: configuration, system security, hardware upgrades, software upgrades, and peripheral devices
- Develop, implement, use and maintain help desk resolution procedures for our supported systems
- Support users with phone and voice mail systems
- Support users with printing
- Support users on the corporate e-mail application and iPhones
- Answer and respond to help desk requests
- Personal computer setup, configuration and troubleshooting. PC Hardware and software; Moves, Adds and Changes. Dispose of old equipment
- Assist in improving and documenting standards and practices
- Maintain accurate and up-to-date documentation of IT asset inventories, software documentation and any other hardware lease or maintenance contracts
- Methodically resolve computer hardware, software and telephone problems: Remotely and working with people at their desks
- Follow established procedures for tracking and reporting help desk support issues
- Work with your fellow team members to ensure the delivery of a high level of support to our customers
- Work with Houston support teams to ensure compliance with global support processes and technical guidelines
- Ensure all operational server data is backed up and securely stored according to corporate backup procedures
- Maintain good financial discipline
- Educate our users in new services and products
- Must be willing to travel offshore to support South Arne as & when required
- Strong written and verbal communication skills, Good problem solving skills
- Microsoft Windows Client (Windows 7)
- Microsoft Office Suite 2010+
- Print Servers
- Some VMWare knowledge is a plus
- Subsurface Technical Applications experience is a plus
- Imaging Software
- Hardware troubleshooting. Break/fix
- Dependable self-starter, with a positive attitude
- Possesses the ability to easily relay technical information to an end user
- Must display strong customer focus and service orientated approach
- Driven individual who is highly motivated
- Must be able to work independently with minimum supervision, while remaining a strong team member in adherence to common standards and process guidelines
- Willingness to take ownership of problems and manage through to resolution
- Must work well in a high-paced, demanding environment
- Language skills: Ability to communicate effectively in English essential. Danish preferable
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Service Delivery Specialist Resume Examples & Samples
- Minimum 1-3 years working knowledge of operating systems: Windows 7/8/10 and Mac OS X 10.X in a corporate/enterprise environment
- Knowledge of Help desk tools for tracking issues and resolution
- Strong professional and collaboration skills to work in a team environment
- Attention to detail and organizational skills
- Be able to lift up to 50lbs
- Act professionally and as a collaborative peer in the global team
- Provide excellent customer service and helpful attitude for all customers, at all levels
- Assist with hardware and software upgrades
- Demonstrate behaviors consistent with Edelman’s values and Code of Ethics and Business Conduct
- Contribute to performance appraisals for peers, managers and direct reports
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Trader Voice Service Delivery Specialist Resume Examples & Samples
- Manage the transition of technology change and complex technical projects in the Trader Voice environment
- Translate request into technical scope of work
- Evaluate user impact to features and functionality
- Work with Product, Architecture and Engineering, and Vendor to define migration execution strategy including pre-implementation, cutover, and post-change validation tasks
- Coordinate user training and define overall curriculum and schedule
- Develop risk mitigation plan for pre, during, and post transformation
- Ensure migration process adheres to change control, security, compliance, and regulatory requirements
- Participate in communication plan and creation of user notifications
- Ensure proper understanding, documentation, and implementation of business requirements
- Effectively communicate overall program and status updates to key business stakeholders
- Effectively communicate upcoming migrations / project work to senior tech leadership
- Manage pilots and modify plan as needed
- Change validation and oversight for all migrations
- Monitor adoption success post migration
- Day 1 support and escalation post migration
- Drive global consistency in documentation and approach to execution and checkouts for projects and maintenance work
- Manage weekly global peer review of all upcoming changes in the Trader Voice environment
- Coordinate and oversee resource assignment and execution of changes in the Trader Voice environment
- Effectively communicate and provide regular status updates to senior tech leadership during change execution
- Properly validate and assess risk of all changes in the Trader Voice environment and represent at appropriate change boards
- Act as primary liaison and escalation point for business users for Trader Voice
- Partner with global counterparts to ensure alignment and consistent approach across regions
- Bachelor (4-year) degree, with a technical major, such as computer science, computer engineering or 10 years of relevant experience in lieu of degree
- 7+ years of strong technical experience in coordinating the implementation and operation of voice and data communication solutions
- Must have exceptional time management skills, be customer oriented and have strong organizational, execution, and delivery skills
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Hrss Service Delivery Specialist Resume Examples & Samples
- Experience of working in a fast-paced service centre environment and/or administrative role within an HR function
- Experience of working in a high performance culture driven by Service Level Agreements, defined timeframes and excellence in customer service
- Experience of working within a large/complex blue chip organization is desirable although not essential
- It would be advantageous for applicants to have or be working towards their CIPD qualification although this is not essential
- Education to degree level in a HR or business discipline or equivalent experience would be an advantage
- Good organisation, prioritisation and multi-tasking skills
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Service Delivery Specialist Resume Examples & Samples
- 3-5 years in specific domains of HR administration ( Healthcare & Group Benefits) is preferred
- Proficient with Microsoft Access, Excel, and Word
- Ability to work with and manage deliverables with external vendors
- Experience with prior software implementation and training
- Good analytical skills
- Ability to work within a team environment
- Strong self-starter, fast learner, quality conscious, committed to deadlines
- Knowledge of SQL is a plus
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Application Service Delivery Specialist Resume Examples & Samples
- Initiate and provide leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of a technical environment which meets current and anticipated business requirements and objectives
- Participate with Technology management in the development of technology products, service standards and development efforts that impact the client/business area
- Serve as a single point of contact and the escalation point between the client/business area and internal management for the resolution of unresolved problems, complaints and complex service requests
- Provide the client areas with technology products and service alternatives that improve the support delivery process
- This role will be responsible for supporting Global Markets
- MUST BE AVAILABLE TO WORK OUTSIDE OF NORMAL BUSINESS HOURS. Role requires availability to work a rotational late shift (11:30a.m. -8:30p.m.) and rotational weekend ""on call"" shifts
- Hands on experience with Unix/Linux/Windows environments
- Strong shell/Perl/Power shell scripting
- Strong RDBMS experience (Sybase/MS SQL server and DB2)
- Advanced experience with Java/C/C++ based applications
- Experience supporting Release Management Activities
- Autosys Experience with CVS/SVN or similar scheduling tools
- Must be able to work with cross-functional teams
- Ability to grasp the functional & technical aspects being implemented in the release
- Self -starter, ability to work well independently, handle tasks to completion
- Must be able to demonstrate and communicate best practices to the team
- Experience with Python
- Experience with ETL tools, Informatica a huge+
- Experience with Grid technologies/Caching products
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Service Delivery Specialist Analytics Resume Examples & Samples
- Splunk administration, architecture, design and support for multiple global, clustered Splunk instances
- Collaborate with operational, technical and non-technical business teams
- Equate business challenges and requirements to technical deliveries. Agree and execute at pace
- Draw insight and intelligence from disparate data sources using industry leading analytics tools, best practices and standards
- Utilize your passion to learn new technologies, enthusiasm about sharing knowledge and experience
- Present data in new ways to various technical and non-technical stakeholders
- You willchampion forward thinking by bringing a unique point of view while inspiring impeccable quality from others
- 24x7 administration of ESM’s global management and multi-tenant Splunk infrastructures
- Work throughout the full infrastructure, including design, architecture, communication, monitoring, availability, scaling, failover and recovery
- Suggest, design, and implement improvements to currently deployed solutions
- Support, train and mentor other team members
- Take ownership by driving meaningful change and delivering results from passion and purpose
- Excellent system-level thinking and the ability to move up and down the stack
- 2+ years of Splunk administration
- 2+ years of Splunk Cluster experience
- 2+ years of Information Security experience in either an active or supporting role
- 1+ year of Splunk Cloud experience
- Strong understanding of payment card and personal identifiable data standards
- Experience with Amazon Web Services and/or Azure
- Infrastructure and cloud monitoring/management experience
- Knowledge of several scripting languages (Python, Perl, Powershell, bash/shell or JavaScript)
- Capable of design and development of custom software solutions
- Expert troubleshooting skills
- Experience with relational databases (MSSQL, MySQL, Oracle, DB2 etc.)
- DevOps mind-set and attitude towards work
- Believer in Continuous Deployment / Integration / Delivery throughout the software engineering lifecycle
- Experience with Windows and/or *NIX administration
- Experience with configuration management and desired state (Chef, Puppet, Ansible, DSC)
- You thrive in a role where you deliver amazing insight
- Show passion for the human side of systems and software development by cultivating a deep understanding of the needs and aspirations of the people and teams we serve
- You seek the challenge of complex problems, crazy-smart collaborators and fast-paced work environment
- Experience with installation, configuration, development and support of Splunk on various operating systems
- Demonstrated competence with networking concepts and facilities including DNS resolution, SNMP, and TCP/IP communication
- Demonstrated competence with network troubleshooting tools such as netstat, trace route, Wireshark, TCPDump, IPTrace etc
- Expert written and verbal communication skills
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Temporary Service Delivery Specialist Resume Examples & Samples
- Act professionally and as a collaborative peer in the the global team
- Responsible for computer and phone setup and maintenance and coordinate moves, adds and changes for desktop PC and phone hardware
- Provide general troubleshooting and maintenance on computer hardware and software for Windows and Mac operating systems
- Support users with software application such as Adobe Creative Cloud, Apple Office Suite and the Microsoft Office Suite
- Log incidents and service request calls into the helpdesk ticketing system with proper detail and validation
- Responsible for assigned help desk tickets, track to resolution and perform follow-up functions to ensure customer satisfaction
- Train new employees to use desktop software and network resources
- Ensure all communication and escalation processes are followed
- Participate in special assignments and projects as requested
- At least 3-5 years’ relevant IT Service Delivery experience with a multinational company, ideally with communications marketing
- Minimum 3 years working knowledge of Adobe, Microsoft Office (suite), Visio, Project, Keynote, Numbers and Pages
- Ability to manage simultaneous tasks/issues/tickets
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Service Delivery Specialist Resume Examples & Samples
- Responsible for SSS Benefits processing not limited to Salary Loan, Maternity and Sickness applications
- Responsible for HDMF Benefits processing not limited to Multipurpose Loan Applications and Consolidation of Contribution
- Responsible for remittance of monthly premium and loan payments to statutory agencies including submission of monthly reports for posting
- Responsible for processing of pre-employment requirements related to updating of status to statutory agencies
- Administer enrollment and termination of HMO memberships and life insurance coverage including reconciliation
- Processing of invoice payment
- Perform duties that are required from time to time
- Experience in handling Company Benefits such as HMO/Health Plan Coverage and Life Insurance an advantage
- Ability to deal with employees from varying organizational levels
- Must possess excellent human relations, oral presentation and written skills
- Keen to details, analytical, proactive and with high initiative to deliver quality output
- Proficient in utilizing Microsoft Applications (Excel, Word, and PowerPoint)
- Can work independently with minimal supervision
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IT Service Delivery Specialist Resume Examples & Samples
- Leverage comprehensive knowledge in assigned area(s) to partner with the business to prioritize technology needs and meet commitments related to responsible service(s). Ensure alignment with corporate guidelines
- Consult with stakeholders to assess and characterize current processes and drive ongoing productivity improvement and innovation in partnership with stakeholders
- Recommend and implement best practice procedures for the on-going management of technology services in support of a culture of operational and service excellence and to drive increased efficiency and effectiveness of assigned service line(s)
- Assess quality of delivery and time committments. Recommend strategies for improvement, including continuous improvements and leading best practices programs
- Identify and recommend solutions related to the performance of the services and/or deviations from defined scope of work. Initiate corrective actions
- Support resource requirement planning for assigned service lines(s). May support vendor resources and resource planning
- Provide data to metrics and reporting unit for relevant report generation
- Assess and measure the impact of organizational decisions on the process environment
- 4+ years of related experience
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Service Delivery Specialist Resume Examples & Samples
- Meet with project managers and clients to define software project scope and objectives
- Prepare work plans, documenting project's scope, and review with clients
- Use our sophisticated database tools to set up a client's healthcare & group benefits database; define data fields, import data, design screens and create queries and reports
- Monitor project schedules to ensure timelines and deliverables are met; notify project manager and/or client if timelines are in jeopardy
- Participate in preview meetings to demonstrate system setup to clients before the system is finalized
- Perform data processing activities for ongoing client services and assist with resolution of participant issues
- Three to five years experience in specific domains of HR administration (Benefits, Pension Plans, and Healthcare & Group Benefits) is preferred
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Service Delivery Specialist Resume Examples & Samples
- Tracking Expedite Requests/Escalations for Commercial and Enterprise orders
- Main point of contact for Commercial and Enterprise customers. Communicate with the customer, manage their expectations, and deliver an exceptional customer experience during the service delivery process
- Coordinates service delivery resources within the service delivery process, including scheduling and coordination with other teams and external vendors
- Review PRI contracts and Data Forms to ensure accuracy
- Track status of MVS orders
- Provide and maintain effective communications with customers along with internal/external Service Delivery Teams as well as supporting organizations
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IT Service Delivery Specialist Resume Examples & Samples
- Must have a deep understanding of desktop technologies and their application across a number of operating environments relevant to the Exploration and Production industry
- Must have experience in hardware including desktops, laptops, printers, along with the Microsoft Suite of Operating Systems and Microsoft Office Suite
- Extensive knowledge of iPhone Technology
- Excellent communication and customer facing skills
- Excellent problem solving abilities
- Minimum 5 years’ experience with Audio Visual Video Conferencing technology in a Polycom Skype for Business environment
- Minimum 5 years’ experience of working in an energetic team environment of both employees and contractors (onsite and offshore)
- Minimum 5 years’ experience of working with senior level management (Director, VP and SVP)
- Builds Trusted Relationships
- Develops Talent
- Creates Effective Teams
- Thinks Strategically
- Inspires Innovation
- Demonstrates Courage
- Drives Continuous Improvement
- Makes Quality Decisions
- Delivers High Performance
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IT Service Delivery Specialist Resume Examples & Samples
- Provides local and world-wide IT support on all levels of client hardware needs, including desktops, laptops, servers, mobile devices, printers, network connectivity, and telecommunications for MECS ex US locations
- Provides local and world-wide IT support on all levels of client software needs, including third-party business software and proprietary business software
- Installs, configures, and deploys new user equipment
- Ensures all computer hardware, operating systems, software, and procedures align with company standards and DuPont security requirements
- Monitors, troubleshoots, maintains, and documents the physical and virtual server infrastructure
- Evaluates, diagnoses, and establishes work plans to resolve system issues
- Participates in projects as a subject matter expert
- Develops and documents technical standards
- Provides end-user instructional material for new software or basic Windows functionality
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Service Delivery Specialist Resume Examples & Samples
- Driving team performance results by actively managing the Core Business Initiatives to drive Ethernet and/or other key product initiatives within Verizon Regional and National Services space
- Hosting Monthly and Quarterly Executive Governance Meetings with Directors and above to effectively manage core business objectives
- Working with supplier teams to build strong relationships and effectively manage the success of key performance metrics
- Improving the overall customer experience by driving change to improve delivery cycle time
- Simplifying products and process improvement by implementing process changes to reduce work steps and eliminate handoffs
- Fueling the company culture and embrace change to strive for success within our organization and our customer’s every day
- Spearhead project management for large, complex projects and provide Customer communication /coordination as required e.g. weekly calls, written communication, project timelines
- Coordinate implementation activities between the customer, Sales Account team, and internal groups (e.g. Service Delivery, Engineering, Account Management)
- Coordinate and host meetings w/customers, account teams, and internal groups as required
- Contact customer to verify critical order information. e.g. Provide regular implementation reports on all orders in progress
- Plan and communicate service installation
- Prepare and deliver customer implementation plans
- Monitor order progress and escalate as appropriate to project teams
- Schedule service migration with the customer and attend cut-over calls as required
- Ensure customers are provided with confirmation of critical service installation dates
- Apply customer and project management expertise, and generally utilize product knowledge to ensure customer needs are met
- Manage order activity through all owned milestones: Engineering, Construction, Design, Mapping and Test and Turn up with the Provisioning centers
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Service Delivery Specialist Resume Examples & Samples
- Bachelor’s degree in Business
- Master’s in Business Administration preferred
- 5 – 10 years of experience in benefit administration and project management
- Advanced knowledge of benefits administration, Microsoft Office Suite, Microsoft Project, ability to multi-task, strong oral and written communication, planning and time management skills
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Information & Service Delivery Specialist Resume Examples & Samples
- Review, submit, and drive team member requisitions through the current Service Now/SONIC system
- Create & update distribution lists
- Keep server list up to date by networking with partner Platform teams
- Develop and send notifications for changes as needed for changes and incidents
- Help track all change plans, assess impact and notify impacted teams as needed
- Track and follow through all applicable changes – focus on change status as changes proceed through the event cycle and ensure required validation is completed
- Create change information lists and keep list current on a week by week basis
- By networking with Platform teams, identify change validation team members for change validation as needed
- Apply appropriate escalation processes as necessary when and as needed
- Make recommendations on new and value-driven processes after post-change reviews
- Aid in interactions with global business teams in a fully engaged manner to plan and drive issue resolution
- Provide background information useful for discussions with Sr. Management to share status, identify gaps and recommend actionable steps
- Lead and drive all activities related to servers, changes and related items in the SONIC Service Now system
- Culturally sensitive workmanship to drive, participate and function in a manner representing corporate values
- Working in a collaborative team environment to solve complex issues and deliver effective solutions
- Undertaking special assignments and projects as instructed
- Working with ITSM tools in an enterprise setting including request, change, incident, and problem management
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Service Delivery Specialist Resume Examples & Samples
- Take incoming RFS and log the problem in the appropriate tool, if required
- Identify our contractual commitments and ensure accurate use of remote support
- Ensure accurate use of FE Diary and the Escalation Process
- Take incoming calls from FE's related to dispatching
- Enter all comments and agree on an action plan
- Offer suggestions on possible solutions
- Assign FE’s if they are listed in the System Preferred list
- When preferred FE is not available, use the training records and maps to find a suitable resource
- Escalate to Senior Co-coordinator according to Regional FE planning rules
- Order parts using the current parts ordering System and organize distribution if part in the region network or escalate if part in another location
- Fully understand and implement the CSO process as required
- Dispatch FE’s to RFS
- Escalate issues as required
- Create metrics to follow call center activity and performance and make analysis on a regularly defined basis
- Propose processes improvements and ensure follow up of the processes
- Accept change and ensure adherence of the other Service Center specialists to the agreed schedule, while maintaining a positive mindset within the team
- Support Service Centre Initiatives to increase customer satisfaction
- Lead escalation to TS (Mod/LCT) when Field Engineers are not available
- Escalate to SC Manager in case performance targets cannot be met by the team
- Coach less experienced Service Center Specialists and continually be a reference for them
- Identify and report any personal quality or compliance concerns immediately to the Quality Organization
- Ensure timely dispatch closure
- Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
- Provide an environment where all required elements of maintenance (preventative maintenance, FMI’s dispatches) are completed in the prescribed timeframes. 1. Computer skills (e.g., Microsoft Word, Excel)
- Knowledge of parts ordering systems
- Ability to work independently with minimum direction
- Fluent in the language of the region recruited for
- Leadership skills
- Generates a strong team spirit
