Delivery Excellence Resume Sample

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Yolanda Carroll
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Work Experience


Head of SEA IT Delivery Excellence
12/2016 - PRESENT
New York, NY
  • Responsible for the effective management of function for SEA and ensuring value realization is realized from financial budgets assigned
  • Strong quality focus and business excellence
  • Conducts program(s)/project(s) in accordance with RBC Financial Group’s standard project management discipline, consistently following Large Program Management methodology (LPgMF)
  • Leads compliance with RBC’s Large Program Management Framework as
  • Act as the SME contact for T&O leadership on Production Resiliency and Delivery Excellence
  • Maintain a thorough understanding of MANULIFE Asia’s business and IT strategies to provide support during various technology decision making activities
  • Contribute to the development of MANULIFE ASIA’s 2-3 year costed Digital Application investment roadmaps
Delivery Excellence Business Analyst
12/2013 - 09/2016
Los Angeles, CA
  • Strategic planning, critical thinking, and financial analysis
  • Strong organizational and project management skills with an ability to manage competing client demands
  • Experience in a fast-paced, startup (or startup-like) environment and ability to thrive in a fluid environment
  • Excellent collaboration, communications and interpersonal skills
  • Under guidance and direction of the GDC Delivery Excellence Practice Head and Center head execute our mission to drive revenue through a business outcome led, technology enabled strategy
  • Support sales and project delivery as a subject matter expert, or delivery manager participating actively in customer engagements and driving delivery standardization through project and service management capabilities and IP assets in the center
  • Accountable for practice outlook including headcount, utilization, expense and attrition forecasting
  • Accountable to drive GM improvement of through resource mix management and resource alignment strategies
Delivery Excellence Intern
01/2011 - 11/2013
New York, NY
  • Establish a globally consistent strategy and program for Delivery Excellence, leveraging best practices already in place across the three GEO’s as a foundation
  • Assembly and management of a “Fly & Fix” escalation team – recruiting rotational assignments from the BU’s, field, GSS and PS organizations to form an executive response team for critical outages with our most strategic deployments
  • Relevant IT industry experience (compute, networking, storage, application development)
  • Experience in customer-facing positions as a professional services project manager, consultant or engineer, preferably with a software company consulting organization or large consulting firm
  • Proven track record of planning and managing large, multi-million dollar billable programs for external customers
  • Program management skills with 10+ years managing project/engagement managers
  • Budgeting and financial management including development and management of budgets
  • Exceptional skills in managing client escalations with a proven track record of risk management
  • Understanding of consulting field organizations and partner ecosystems – knowledge of key business drivers that can accelerate or prevent change while driving quarterly focused organization

Education


Everest University - Largo Campus
2006 - 2011
Bachelor's Degree in Business

Professional Skills


  • Influencing stakeholders to achieve impact through collaboration, presence and strong communication skills
  • Excellent communication, people management and change management skills as well as ability to manage relationships professionally
  • Outstanding interpersonal skills, providing leadership by example, and an inspiring vision for driving future in a matrix environment
  • Highly analytical, with experience in strategic planning, business process re-engineering, defining/developing KPI’s and performance scorecards
  • Comprehensive understanding of the E2E-processes operated by Global Business Services
  • Articulate compelling vision and land fiscal Delivery Excellence priorities
  • Strategic thinking with the proven capability to contribute and execute a delivery strategy that resulted in quality customer outcomes

How to write Delivery Excellence Resume

Delivery Excellence role is responsible for languages, reporting, training, recruiting, architecture, analysis, planning, design, consulting, research.
To write great resume for delivery excellence job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Delivery Excellence Resume

The section contact information is important in your delivery excellence resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Delivery Excellence Resume

The section work experience is an essential part of your delivery excellence resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous delivery excellence responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular delivery excellence position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Delivery Excellence resume experience can include:

  • Effective service delivery and escalation management experience
  • Comprehensive understanding of the services operated by Business Service
  • Participates in recruiting, interview and resource selection including people development, training & certification and promotions
  • Execute performance management of the Centre, including executive dashboard and reporting for the GBS customers
  • Design continuous improvement concept for GBS, including training and ideas platform
  • Drive customer satisfaction with work product and or align with supporting engagement managers and / or customer success managers

Education on a Delivery Excellence Resume

Make sure to make education a priority on your delivery excellence resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your delivery excellence experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Delivery Excellence Resume

When listing skills on your delivery excellence resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical delivery excellence skills:

  • Excellent people development and management skills, including the ability to support practice members as a player-coach
  • Outstanding customer service and customer management skills
  • Agile Practitioner, with proven experience implementing processes and frameworks for delivery of web and mobile product-based solutions
  • Relevant experience building and running a practice within a consulting organization with enterprise architecture and business content
  • Analyze existing operations, systems, and performance metrics to identify and prioritize high value improvement opportunities
  • Progressive leadership experience delivering projects/programs across IT and business organizations

List of Typical Experience For a Delivery Excellence Resume

1

Experience For Head of SEA IT Delivery Excellence Resume

  • Excellent in communication, establishing of strategic and tactical strategy, influencing others, negotiating skills, operational decision making, problem solving, facilitating and managing meetings, and questioning and probing
  • Identify key project risks and ensure contingency and rollback plans where appropriate
  • Embrace/adopt Agile processes and tailor frameworks and methods
  • Engage stakeholders to facilitate digital transformation
  • Develop and Implement new processes and procedures that insure a high level of customer success and consistency across the delivery organization
  • Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability
2

Experience For Delivery Excellence Practice Manager Resume

  • Partner with the Project Management Office to ensure projects technical requirements are documented, managed, and maintained
  • Provide insight through analytics and foster continuous improvement
  • Publish timely metrics and dashboards to report status accurately to all stakeholders and Senior Leadership Teams
  • Significant experience and familiarity with end user support management, service level management, contractual compliance, financial management, scope management, customer service and executive level communications
  • Implement and maintain service catalogues , best practices and escalation processes for the Center. in in alignment with the overall GBS framework
  • Co-design and implement in cooperation with IT service channels for GBS (ticketing tool, advanced telephony, chats, bots....) and continue enhancing them based on customer feedback and needs
3

Experience For Delivery Excellence Manager Resume

  • Translate customer feedback into improvement ideas and drive implementation
  • Build and lead the delivery excellence team
  • Design service and deliver processes and procedures for the GBS delivery Center with alignment with other functions like IT and Workplace Services , and the overall GBS framework
  • Manage the customer escalation process, ensuring tactical issue resolution (with Operations teams)
  • Delivery Excellence and Reporting Director (global/Porto)
  • Maintain the service catalogue for the Center
4

Experience For Delivery Excellence Director Resume

  • Design and build together with IT service channels for GBS (ticketing tool, advanced telephony, chats, bots.....) and continue enhancing them based on customer feedback and needs
  • Ensure harmonized approach to services across all functions
  • Drive customer relationship management strategy for the GBS location
  • Manage proactive issue resolution through continuous improvement intiatives, in partnership with Process Excellence teams for domain specific expertise
  • Ensure execution of the continuous improvement projects and delivery of costs and effort reductions in Operations
  • Co-chair the customer board (with the Delivery Excellence and Reporting Director in the global/Porto role) building pipeline of improvement iniatives and managing the implementation of these in order to resolve customer issues or improve customer experience
  • Support and challenge the NPS measurement and reporting process, including definition of the operational service level agreements (SLAs) and key performance indicators (KPIs) for customer satisfaction
5

Experience For DBS NA Delivery Excellence Head Resume

  • Customer representatives of GBS across markets and functions
  • Process Excellence teams in GBS
  • GBS Leadership team

List of Typical Skills For a Delivery Excellence Resume

1

Skills For Head of SEA IT Delivery Excellence Resume

  • Strong change management and project
  • Demonstrate and reinforce the key organizational behaviors
  • Including (but not limited to): capability, org. design, processes, SLAs, reporting, meeting rhythm, roles, tools, people initiatives etc
  • Working exposure of using Statistical Tools like
  • Working with SEA CIO, IT Heads, COOs and regional IT to assess, align and simplify SEA IT operating models
2

Skills For Delivery Excellence Practice Manager Resume

  • Managing Virtual Teams (Account Teams)
  • Working with Regional IT Performance team. Identify, challenge and drive positive improvements in service where appropriate
  • Work and deliver in changing environments, under limited guidance while adhering to specified deadlines
  • Open ended working hours
  • Business Operator (Including P&L Management)
  • Tableau, SQL & R programming
3

Skills For Delivery Excellence Manager Resume

  • Think strategically, synthesize complex situations and develop innovative solutions within a changing environment
  • Customer Engagement Lifecycle (CEL) methodology Knowledge
  • Global - Up to 15%, but varies based on client, project or internal activities
  • Standard service measures and definitions. Targets and SLAs
  • Incidents / enhancements / requests - throughput, backlog, pipelines, trends
  • Capacity management - supply/demand, people metrics etc
  • Define, agree, monitor and report on the overall health of the work processes through use of a standard set of KPI’s to monitor success
  • Set-up, lead, develop and coach the deployment teams in the areas described above
  • Work closely with BA, BU and regional leaders on creating a process-centered culture, aligned with BA/BU and local initiatives. Train, coach and mentor BU and regional supply chain leaders in implementation
4

Skills For Delivery Excellence Director Resume

  • Provide leadership to insure results and benefits are tracked and communicated
  • Plan, communicate, oversee and support execution of BU/SBU/site transformations
  • Guide teams in a trustful and proficient manner
  • Collaborate with the Manulife IT and Operations team to build an ‘exciting and innovative’ culture within the teams across Asia that strives to be best in market and customer focused
  • A fully staffed, engaged, utilized and effectively managed department
  • Strong leader at both the strategic and tactical level
  • Judgment – guiding team with sound decision making through rational, balanced judgment
5

Skills For DBS NA Delivery Excellence Head Resume

  • Exposure across large services portfolio. Opportunity to influence delivery health across Consulting engagements and Premier Services daily
  • Opportunity to drive multiyear improvement and industry benchmarking initiatives in Account Aligned areas
  • Drive ongoing delivery health improvements in services portfolio
  • Highly productive internal & external partnerships that drive productivity, growth and engagement
  • Development, alignment & execution of overall delivery excellence strategy
  • Experience in project delivery, application support & Software Development Life Cycle (SLDC) across various agile and traditional (waterfall) models
6

Skills For Service Delivery Excellence Program Manager Resume

  • Experience in a multinational, multicultural company and more than 5 years’ experience as a senior project or program manager with a proven track record of effective lateral leadership. Experience in a research driven Life Sciences Company is advantageous
  • Strong people manager (manager of managers and individual contributors) & leader with experience in leading informatics teams in complex international environments. A proven track record of driving productivity & engagement in global / virtual organizations
  • Developed ability to cooperate with IT colleagues and business partners, locally, regionally and globally. High emotional intelligence, ability to convey strategy and strong trust-building skills are critical for success
  • Knowledge of System Development, Testing and Service Management processes; Strong analytical skills and process thinking; Have a passion for innovation and trying out new things
  • Minumum of 5 years of Technology Delivery Lead experience
  • Exhibited expertise in the area's of business development, sales, responding to RFP's, and Program and Project Management
  • Thorough knowledge of Quintiles’ standard contract terms, conditions and fallback language
  • Opportunity to influence Service Leaders, SPL's and Delivery Managers in addition to individual Contributors (TAM + ADE) on regular basis
7

Skills For Global Delivery Excellence Leader Resume

  • Opportunity to directly impact Services bottom-line through reduction in escalations and consequent loss of revenue and/or customer satisfaction
  • Positive disruptor that can view opportunities vs barriers
  • Customer Focus and Insight
  • Act as a change agent for SAP helping their organization to transform itself by focusing on such matters as organizational effectiveness, improvement, and development in support of DBS NA’s organizational strategy
  • Provide input on project scope, proposals, and contracts and personally engage as a contributor on key engagements
8

Skills For Delivery Excellence Intern Resume

  • Ensures new knowledge is encapsulated in the form of best practices, processes and tools
  • Support the GDC Center heads and GDC Capability team by developing and growing a competitive, high-quality team of Delivery Excellence Practice consultants within specific practice domain, leading local mentoring and talent and career development initiatives for the practice
  • Skilled in value proposition development, solution selling, focusing on the customer, persuasiveness, and business needs analysis
  • Implement continuous improvement concept for GBS, including training, projects coaching, ideas platform and monitoring of the outcomes
  • Drive projects to successful completion, meeting goals for time, cost and quality
  • Develop project-based resources to build excellence in planning, service, and execution
  • Maintain a high level of customer success utilizing NPS and other customer feedback
  • Anticipate, identify and overcome roadblocks, and implement long-lasting process solutions to prevent recurrence
9

Skills For Delivery Excellence / Risk Manager Resume

  • Assist in the establishment and monitoring of Strategic Objectives and Milestones
  • Take a creative approach to situations and problem solving. Owns issues until resolved
  • Drive GBS customer relationship management strategy & governance for the GBS location including measurement of customer satisfaction (NPS)
  • Monitor and encourage local consultant contributions to Velocity and Business Value Frameworks
  • Instill a culture of creating, capturing, and replicating IP within the local practice in cooperation with the GDC LT and Knowledge Management function and processes
  • Develop and maintain a strong working relationship with the Enterprise Data Consulting and Think Big Analytics practices in order to create and deliver integrated services offerings for customers
10

Skills For Project Manager, Product Delivery Excellence Resume

  • Substantial prior experience and ability to serve as a subject matter expert in project and service management
  • Create and manage center practice focus group and align with GDC level defined practice focus groups for direction and capability development
  • PMP or Agile certifications
  • Work cross-functionally in matrix organization
  • Prior leadership experience in the development of knowledge management and IP capture/re-use within a practice area, including special initiatives on field based development of new IP

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