IT Service Delivery Resume Sample

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Madison Feil
4950 Predovic Junction,  Phoenix, AZ
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Work Experience


Manager, IT Service Delivery
11/2015 - PRESENT
New York, NY
  • Develop strategy and implementable roadmaps for process and service improvements as relates to the BSC team’s processes and support responsibilities
  • With 8+ years’ working experience in service desk area, 2 years or above experience of team management, which size is not less than 3 people. Experience of service team lead or application service PM with direct subordinates is also acceptable
  • Meet with various teams concerned with development, testing, and acceptance and provide technical assessment and provision of appropriate resources at different stages of project
  • Ensure that project(s) are conducted in accord with the organization's structured methodology and standards
  • Experience working in IT required
  • Experience working in a support position required
  • Experience managing support teams consisting of technicians and analysts required
  • Technical proficiency with the following
  • Responsible for delivery of Service Desk services delivered to customers within region
IT Service Delivery
10/2010 - 06/2015
New York, NY
  • Lead and/or participate in Major Incident Resolution activities, including responsibility for leading Incident Response activities
  • Partner with Process Owners on process improvement opportunities
  • Act as a point of contact for all services delivered by internal IT teams and 3rd party suppliers to ensure timely and accurate resolution of incidents, service requests and requests for information
  • Participate in creation and delivery of IT training initiatives across regions
  • Partner with IT Communications to ensure effective delivery of customer facing IT related communications
  • Education, License, and Certification Requirements
  • Provides input into the direction and operating policies within the infrastructure area to accommodate future growth while maintaining a productive environment
  • Partners with Service Planning and Finance to provide service support costs for business case proposals
IT Service Delivery Rep Junior
10/2006 - 06/2010
Detroit, MI
  • Collaborate with 3rd party Service Desk Manager to resolve ongoing and/or repeat performance issues and to identify opportunities for improvement, completing root causes, and consistently shifting opportunities towards the service desk
  • Ensure contractual SLAs/SLOs are being met and maintained. Measure and maintain overall customer service satisfaction. Use results to drive measurable continuous improvement with managed service vendor
  • Identify a Service Improvement Plans (SIPs) to improve overall customer satisfaction with IT Service Delivery
  • Accountable for On Site Support services for entire region. Develop and use KPI’s to drive measureable internal CI/shift left opportunities
  • Ensure 3rd party supplier personnel for entire region are adequately trained, have appropriate levels of access and are equipped to provide onsite support services in both a dedicated and dispatch model
  • Collaborate with Regional IT Service Delivery Manager’s – US and MX - to share best practices and information, ensure globally consistent processes are implemented and, where appropriate, deviations to meet regional requirements are properly understood and documented
  • Ensure sufficient inventory of PC assets and peripherals to support day to day operations and lifecycle management activities across region. Work with regional contacts to estimate demand for budgeting purposes
  • Act as escalation point for service delivery issues affecting customers within the region

Education


University of the People
2001 - 2005
Bachelor's Degree in Computer Science

Professional Skills


  • Excellent people skills, with the ability to foster good relationships and teamwork while helping team members focus on priorities
  • Strong skills in time management with the ability to manage complex work plans and conflicting priorities
  • Strong communication and customer service skills.Experience with IT Service Management suites, specifically ServiceNow and Remedy
  • Communicate effectively with strong oral, written, and presentation skills
  • Problem Solving: Demonstrates innovative problem solving and analytical skills to resolve issues
  • Excellent consulting skills to enhance and improve existing SAP / Non-SAP processes and solutions based on “Best Practices”
  • Strong Project Management planning skills

How to write IT Service Delivery Resume

IT Service Delivery role is responsible for analytical, software, printing, customer, presentation, communications, leadership, architecture, refining, imaging.
To write great resume for it service delivery job, your resume must include:

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

Contact Information For IT Service Delivery Resume

The section contact information is important in your it service delivery 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 IT Service Delivery Resume

The section work experience is an essential part of your it service delivery 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 it service delivery responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it service delivery position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative IT Service Delivery resume experience can include:

  • Manage a team of technical support specialists ensuring all procedures and workloads are prioritized efficiently and effectively
  • Proven problem solving and analytical skills; Detail oriented
  • Excellent organization, leadership and follow through skills
  • Effectively prioritizes and coordinates multiple tasks for self and others
  • Assume a key role in demand management & prioritization processes as they relate to prioritizing, tracking, and implementing work requests
  • Demonstrated experience leading implementation of large, technology outsourcing / integration efforts for financial services firms

Education on an IT Service Delivery Resume

Make sure to make education a priority on your it service delivery resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it service delivery 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 IT Service Delivery Resume

When listing skills on your it service delivery 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 it service delivery skills:

  • General IT Technical Skills – although leadership, management and administration skills are more beneficial
  • Strong Service Delivery Management and partnering skills
  • Prior experience supporting manufacturing critical applications
  • Demonstrated experience with creating reports, dashboards, and/or summarizing large amounts of data into actionable intelligence to drive business decisions
  • Demonstrated hands-on experience using SQL for data profiling and data analysis
  • Strong Financial Consolidations and Financial Planning process knowledge

List of Typical Experience For an IT Service Delivery Resume

1

Experience For Manager, IT Service Delivery Resume

  • Strong customer service experience in supporting a technical service offering
  • Communication skills; comfortable working with a variety of technical and business personnel
  • Planning and Organizing: Ability to multi-task, plan and prioritize workload
  • Strong background in technical support, application support engineering and/or systems engineering
  • Experience effecting change in an organization and being a successful change agent
2

Experience For Manager IT Service Delivery Resume

  • Manage a list of applications in each area validating that each application had support staff, application health, SLA’s and key measure defined
  • In varied experience in operational roles supporting large complex 7x24 platforms
  • Experience managing IT operations for a mid to large-sized company
  • Eight years of integrated utility and regulatory business and/or IT systems experience
  • Five years of experience in IT service delivery, direct business engagement, and multiple technology domains
  • Demonstrated capability to turn strategic plans into actionable projects
  • Demonstrated business acumen in business areas of support
3

Experience For Director, IT Service Delivery Resume

  • Applied experience with IT processes and Software Development Life Cycle
  • Knowledge of some Software Development and Quality Standards/Frameworks e.g. ITIL, Agile, Computer System Validation, etc
  • Day to day management of effective and efficient IT services which meet the needs of client hospital
  • Bending, stooping, crawling and lifting of up to 60 pounds
  • Ensuring Concentrix IT meets the clients contractual requirements (e.g security, audits, BCDR, reporting)
  • General knowledge of IT service delivery for applications, global hosting, customer computing, and networking
  • Partners with Enterprise Architecture in the creation of service roadmaps and Service Planning for the implementation of the roadmaps
4

Experience For IT Service Delivery Director Service Management Resume

  • Sound understanding of core business processes, industry trends, technology and IT environments
  • Track and provide reporting for maintenance tickets, maintenance queues, enhancement requests, and SLS’s for each
  • BS in Computer Science, Engineering, Information Systems or related field desired
  • Ensure the RCA process is adhered to, with the client receiving an RCA within 5 business days
  • Analyze outage/incident/change, looking for trends, opportunities, and continuous improvement to reduce cost, reduce downtime, and increase customer SAT
5

Experience For Usps-ngen-it Service Delivery Rep Mid Resume

  • Provide regular input on all IT account activity, including status
  • Participate in Change Management, with a focus on the client /CNX requirements, whilst focusing on cost reduction, or increased cost benefits
  • Drive IT cost optimization opportunities in the account without impacting the delivery standards
  • Assist the transition manager during any new transition or ramp ups
  • Assist IT solutioners in understanding the accounts complexity , AS-IS scenario and long term strategy
6

Experience For IT Service Delivery Manag NC Resume

  • Provide management oversight for the following IT support personnel
  • Serve as a liaison between management, users, and vendors regarding service requests, usage, standards, security, and other technical matters
  • Track all problem resolutions and exceptions in the our Service Desk ticketing system
  • Define and manage problem reporting, escalation and resolution procedures
  • Provide coaching and feedback for all staff
  • Supports service development by working with Supplier Management en Solution Delivery
  • Establish performance parameters, gauge employees’ personal targets and coach them for any improvements
  • Liaison with the SITA workshops, ASP’s and Service Desks
  • Strategy & Planning - Manages business component of IT planning across BU’s. Participates in BU planning activities. Has a solid understanding of BU technology requirements. Develops and maintains 5-year rolling IT plan for specific BU. Leverages internal and external networks to continually identify opportunities for improvement
7

Experience For IT Service Delivery Rep Junior Resume

  • Eight years of system implementation related project management experiences with five years managing development projects and development staff pursuant to enterprise level system deployment
  • Knowledge of PC and business related computer applications and software
  • Business and Technology Acumen - Stays abreast of industry and technology trends to provide advice on strategic business and technology solutions
  • Monitors delivery center’s performance to insure quality and service goals are met
  • Gain insight and exposure to the elements of application support and application development from a utility perspective in addition to understanding how those applications are utilized to provide benefit and value to Xcel Energy’s Commercial Operations area
  • Assist in the maintenance of a list of applications, support costs, maintenance renewals, etc. that are used across IT Service Delivery and all of Business Systems
  • Review requests for software, approve these requests and process new software purchases as needed
  • Ensure that all team members follow industry standard ‘best practices’ and SOPs are written and followed
  • Accountable for outage RCA’s are thorough and completed on time for outages that impacted your site/clients
8

Experience For IT Service Delivery Associate Resume

  • Establish, implement, and maintain a clear governance and communication structure for outsourced IT processes with clearly defined roles, responsibilities, and accountability between our client and its service providers and partners
  • Work with Business and IT Management to identify requirements for change and seek alignment on priorities and budgets
  • Supervise and support the delivery of projects, change requests and other IT activities executed by service providers
  • Monitor KPIs and the quality of service delivered and work with service providers to ensure KPIs and quality standards are maintained
  • Serve as point of escalation for issues related to IT Service Delivery
  • Define service descriptions and service-level agreements (SLAs) for specific services
  • Execute day-to-day IT vendor governance and service delivery responsibilities
  • Monitor vendor service levels, resolve issues, perform site visits
  • Need to be a very proactive individual that can work with minimal supervision
9

Experience For Director of IT Service Delivery Resume

  • People management: coaching, mentoring, providing overall leadership and performance management. Recruiting, developing, retaining and motivating a team operating at a high performance level
  • Vendor Management: Manage support lifecycle of technical issues/enhancements/out-sourced development, management of: SLAs, SOWs, contract, vendor, budget and renewals management
  • Technology: Manage and coordinate the day-to-day planning, design and implementation of cloud services, infrastructure automation and server deployments. Maintain, monitor and manage a 24/7 high-performance, highly available cloud application infrastructure working with vendors. Provide services as defined within contract SLAs
  • Strong ability to work across business lines to influence and effect change
  • Present technical information coherently to all technical levels of staff and leadership
  • Responsible for, and handles, all customer escalations and all service management issues including the development incident management plans, communication plans, emergency system outage notifications, and deployment and implementation of continuity of operations plans
  • Manages all aspects of the faculty work space initiative
10

Experience For IT Service Delivery Team Leader Resume

  • Responsible for development and maintenance of the OTS Service Desk Web Site and OTS Internal Knowledge Management System to ensure information is kept up to date, timely, and correct
  • Works with OTS staff to make sure that all stakeholders are contributing updates as necessary throughout the year as related to change management process and problem management
  • Develops and facilitates training for OTS staff related to change management, emerging technologies, and customer service delivery. Conducts performance reviews and management, establishes training and development plans, and hires and terminates operational staff as necessary
  • Participates in the OTS Problem Management Process by documenting, citing, and relating incidents and incident trends
  • Attend meetings on behalf of the Director and serve as point of contact when the Director is out of the office
  • Co-Chairs the OTS Continual Service Improvement Program with the Director of IT, engaging service customers for routine feedback used in developing process and service improvements
  • Resource Management - Providing guidance, leadership and mentoring. Develops resource plans to ensure optimum support for projects and day-to-day operation. Conducts performance reviews, provides input to pay decisions and implements positive discipline measures when necessary

List of Typical Skills For an IT Service Delivery Resume

1

Skills For Manager, IT Service Delivery Resume

  • Expert time managing skills
  • Strong analytical, detail-oriented, and creative thinker who is effective at problem solving
  • Understanding and experience in ITIL principles
  • Extensive experience with Dell and Apple computer hardware, including advanced troubleshooting techniques and vendor product support escalation
  • Experience in Health Care Claims processing systems development, design, and programming in a large enterprise environment
2

Skills For Manager IT Service Delivery Resume

  • Strong understanding of manufacturing processes and demands
  • Proven track record of supporting or standing up new services in the infrastructure, middleware and cloud areas
  • Six years of enterprise systems support experience demonstrating high level of responsibility supporting BU applications, infrastructure, and/or networks
  • Extensive experience in managing infrastructure and IT operations with a focus on network and telecommunication technologies
  • Five or more years of experience managing people directly in local and remote capacity
  • Significant experience managing an IT client/customer service function
  • Experience managing or a lead for Service Desk function
  • Experience with enterprise-level servers and services including Microsoft Active Directory, Citrix
  • Experience in working in IT team jointly deliver services and solutions
3

Skills For Director, IT Service Delivery Resume

  • Knowledge and experience in ITIL practices/lifecycle and ability to transform existing practices into services
  • Experience in Task pipeline management, ensuring transparency and timely communication to the consumers of service
  • Experience in establishing change management processes and practices to ensure alignment to corporate policies and controls
  • Strong understanding of SDLC and the importance of service delivery for end-users and stakeholders
  • Overall 10+ years of experience in ERP, system implementations and consulting in SAP FICO
  • Good functional and technical understanding of custom developments
  • Five (5) year’s experience in information technology delivery, with expert subject-matter knowledge on complex operating scenarios
  • Experience in one or more of the following roles: IT Project Manager, IT Relationship Manager, IT Technical Support, and Vendor Governance
  • Experience or familiarity working in an outsourced environment with 3rd party providers
4

Skills For IT Service Delivery Director Service Management Resume

  • Understanding of general business practices and business ethics
  • Managing vendors or extended teams
  • Deep functional understanding of CO module; supporting Master Data, Cost Center Accounting, Cost Element accounting, Internal Orders, Project Systems
  • Responsible in creating tickets for maintenance using HPE Service Manager
  • Expert in analyzing and providing creative, innovative problem-resolution for complex problems
  • Ensure that client issues are addressed in an efficient and timely manner, and engaging or informing appropriate Concentrix Management, as required
5

Skills For Usps-ngen-it Service Delivery Rep Mid Resume

  • Works with teams across functions including IT Project & strategic management
  • Primary liaison with Business Strategy Office and business portfolio leads, ensuring large project execution and value realization
  • Ensure PMO and delivery best practices are being followed by the vendor and the business at CCI
  • Juggle multiple projects at once and a track record of completing projects against deadlines
  • Exceptional communication, time management and critical thinking abilities
  • To analyst perform first-level diagnosis, Services desk operation, IT Hotline and troubleshooting support to the end users satisfaction
6

Skills For IT Service Delivery Manag NC Resume

  • To analyst perform first-level diagnosis, Services desk operation, IT Hotline and troubleshooting support to the end user’s satisfaction
  • Able to drive strategic planning in conjunction with the business
  • Drive service improvements and cost efficiencies with key vendors and service providers ensuring a mutually beneficial customer/vendor relationship
  • Regularly review SLAs with service providers to ensure they are up to date and relevant in meeting business and regulatory requirements
  • Responsible for resource demand planning and demand management conversations with IT leaders around their needs for a specific service
  • Manage SAP user populations through Central User Administration (CUA) to grant access
7

Skills For IT Service Delivery Rep Junior Resume

  • Establishes Service Desk goals and aligns with IT strategy
  • Assures Service Desk and other IT operation runs smoothly & efficiently
  • Works with direct reports to effectively implement all aspects of a Performance Management system including establishing clear objectives, creating strategic development plans, implementing fair and objective performance review
  • Project management skills desired, to effectively deploy resources and manage projects
  • Position requires the basic skills to manage the execution of maintenance activities and network outages
  • Previous experience with MMIS or similar Health Care System experience
  • Extensive experience in managing business intelligence and analytics applications: SAP BI reporting capabilities - BW, Business Objects, Tableau
  • Strong knowledge of SAP BW and BPC capabilities
  • Previous experience in fast-paced, dynamic environments with multiple projects
8

Skills For IT Service Delivery Associate Resume

  • Works constructively under stress and pressure
  • Balances day to day needs that arise with implementation and completion of projects
  • Keeps IT members & user community informed in regards to IT activities and issues
  • Ten years of enterprise systems support experience demonstrating a high level of responsibility supporting corporate applications, infrastructure, and/or network
  • Primary accountability is vendor management, representing EmblemHealth and ConnectiCare by overseeing Run The Business IT efforts by vendor, including IT Service Management and Delivery in the current/legacy environment
  • Ensure vendor performance and delivery of IT tasks in CCI “Ready To” tasks, including Open
  • Evaluate key service level agreements and performance indicators to ensure Vendor compliance
9

Skills For Director of IT Service Delivery Resume

  • Holds vendors accountable for results and partners with vendors on problem resolution
  • Oversee Business as Usual IT support work, including Break-Fix pipeline and minor enhancement work ensuring enhancement, small project execution and value realization
  • Enrollment and AEP, HEDIS/CAHPS reporting, and others as appropriate
  • Continuously monitoring and verification of SLAs
  • Provides oversight of all lines of business IT service needs
10

Skills For IT Service Delivery Team Leader Resume

  • Identifies and drives performance metrics to ensure IT delivers value
  • Drives continuous process improvement and efficiencies
  • Participate in service and clinical recovery meetings with key business and vendor stakeholders
  • Manage or oversee ad hoc corporate initiatives/projects
  • This role is a 12 month's fixed-term contract with the potential to extend
  • This role would suit an intern or future graduate or recent graduate
  • Understand, implement, and follow processes in accordance with current policies and procedures
  • Describe your major achievement(s) in successfully implementing IT service management policies, procedures and processes to improve service quality within previous roles in government or other medium or large organisations (maximum 300 words)
  • Satisfactory Criminal Record check

List of Typical Responsibilities For an IT Service Delivery Resume

1

Responsibilities For Manager, IT Service Delivery Resume

  • Proven account management or other relevant IT experience (min 5 years)
  • Excellent verbal and written communications skill (English, and native)
  • Consistently provide excellent customer service to the client account(s) as well as represent client needs and goals within the Concentrix IT organization
  • Build excellent relationships within Concentrix to deliver exceptional IT service to the client. (examples are PE, DPE, IT, Security, PMO, )
  • Provide regular two-way communication between the client and team to provide strong team representation and set proper client expectations
  • Proven ability to handle conflict resolution – across internal Concentrix and Client
  • Proven ability to track/manage/reduce costs
  • Oversee IT Service Management and Delivery to CCI by outsourced vendor, including ensuring adherence to contractual SLAs
  • Participate in evaluating elements of the application’s life cycle as it relates to ever-evolving technology standards and business conditions
2

Responsibilities For Manager IT Service Delivery Resume

  • Ensure that training is conducted as necessary so that users can fully understand existing/new configuration, business rules, and features
  • Ensure that infrastructure failures are analyzed during Problem Management to ascertain the true root cause(s)
  • Ensure the Release Management process is followed by IT teams during development and deployment
  • Manage the Configuration Management process; assist in definition, documentation, and implementation of processes and provisioning
  • Back up for end to end service delivery personnel for manufacturing sites
  • Geographic scope of responsibility is all manufacturing sites in Japan
  • Work with the user community to develop service levels, assist in scoping functional enhancements, and manage expectations
  • Negotiate times for planned outages to reduce risk while supporting system stabilization efforts
3

Responsibilities For Director, IT Service Delivery Resume

  • Serves as the primary Concentrix IT contact for the client, and responsible for client IT satisfaction
  • Build relationships with clients to encourage new and repeat business opportunities
  • Responsible for all client IT communications, conflict resolution, Concentrix outage resolution, and compliance on client deliverables, and to ensure that the project spend is within the contracted cost
  • Track and report on outages to the client and Concentrix Management
  • Participate in the PD and recovery management of all Sev1 incidents (on call support 24x7 for Sev1). Escalate for additional Sev1 participation, or Sev1 process assistance, as needed
  • Ensures that IT initiatives are met and delivered in a timely manner, and within the prescribed budget
  • Track and report on all client projects / changes / growth
  • Participate in Incident Management
  • Chair - Daily/Weekly/Monthly client calls, followed by written minutes and actions
4

Responsibilities For IT Service Delivery Director Service Management Resume

  • Mentor staff through the phases of the Software Development Life Cycle (SDLC) including requirements gathering and validation, analysis, solution design, process flow creation and testing
  • Implement and maintain effective organizational-wide ITSM processes
  • Strong knowledge of supplier management and integration of services
  • Review, provide feedback and sign-off on design and business/functional requirements documents
  • Proficiency in Microsoft Office software (Excel, Word, Visio, PowerPoint, and Access)
  • Excellent customer service skills including verbal and written communication skills needed to interact with all levels of management, internal and external customers
  • Manage and maintain the IT Service Management function and roadmap
  • Ensure that service management policies, processes and procedures documentation is created, updated and maintained
5

Responsibilities For Usps-ngen-it Service Delivery Rep Mid Resume

  • Manage the Change Management process
  • Monitor and review monthly reports for all ITSM Incident Management incidents and tickets reported by customers
  • Manage ITSM vendor contracts; manage Agency ITSM tool/software
  • Administer, maintain, and oversee the assigned annual budget
  • Provides support to divisions/departments on ITSM matters as directed
6

Responsibilities For IT Service Delivery Manag NC Resume

  • Establish and maintain effective working relationships with other department staff, management, vendors, outside agencies, community groups and the public
  • Interpret and administer policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies
  • Experience leading process improvement efforts, implementing process changes, and improving productivity through process improvement; ability to promote and implement continuous process improvement within teams and across teams
  • What exactly does Equifax do?
  • Scope includes IT infrastructure, IT solutions and services used in DuPont
  • Geographic scope of responsibility is all offices and lab sites in Japan
  • IT infrastructure includes data and voice network, servers, personal computers, printers and other IT devices
7

Responsibilities For IT Service Delivery Rep Junior Resume

  • Manage local IT asset inventory and life cycle
  • Manage usage / capacity of IT infrastructure
  • Application solutions / services include SAP, applications integrated with SAP, local standalone applications, applications for HR, Finance, Sourcing, SHE, Supply Chain, Manufacturing and Lab applications
  • Act as the End to End Integrator to ensure all IT Solution and Service delivery meet the needs of the sites in Japan
  • IT governance and IT service delivery for joint venture companies in Japan
  • Manage IT contractor and their work
  • Manage impact by any IT change activities, responsible for user communication and change management
  • Application solutions / services used at manufacturing sites include SAP, applications integrated with SAP, local standalone applications, applications for HR, Finance, Sourcing, SHE, Supply Chain, Manufacturing and Lab applications
  • Act as the End to End Integrator to ensure all IT Solution and Service delivery meet the needs of the manufacturing sites in Japan
8

Responsibilities For IT Service Delivery Associate Resume

  • Oversee Business As Usual, Break-Fix pipeline, operational, clinical, and service recovery sessions, and minor enhancement work to the legacy environment
  • Ensure alignment with Enterprise Transformation efforts and migration to new systems and processes
  • Interact with Business Strategy Office, vendor work intake and management function, and IT Portfolio Leads to ensure delivery of projects
  • Act as the overall application IT point person for customers, IT community, and other constituents in and outside DuPont
  • Lead operational, service quality, and work status meetings as it relates to product service delivery
  • Ensure all aspects of changes that can affect service quality are properly communicated, tested, trained, approved, etc.)
  • Ensure processes and documentation are written and up to date to enable training, operational support, test scripts, problem-management, escalation, disaster recovery, root cause analysis, etc
9

Responsibilities For Director of IT Service Delivery Resume

  • Serve as the primary application contact with IT community – including DISO, business-facing IT leaders, vendors and 3rd parties to represent application
  • Support management’s efforts to standardize processes and procedures across IT and the corporation globally
  • Raise awareness of new application needs, recognizing opportunities to leverage resources and applications. Ensure that new functionality is within guide-lined, mainstreamed Corporate IT solutions by engaging the Business/Enterprise Architects at the appropriate times
  • Enforce requirements to register business needs through review boards
  • Establish strong vendor relationships to ensure smooth workflow by setting standards and monitoring for improvements in shared accountabilities and capabilities, and resolving routine conflicts and performance issues, while escalating operational failures and adverse trends in operational performance
  • Business Relationship Partner: Build the relationship between IT and the Business to become the trusted partner for delivering value and high levels of Service. Enabling Emerson business goals through the effective use of Information Technology capabilities and services
10

Responsibilities For IT Service Delivery Team Leader Resume

  • Solution Provider/Broker: Support the Business in providing standardized IT and Telecommunication services and solutions aligned with Business requirements; Own all non-standard IT requests and ensure that they are routed and ownership transferred for optimum success
  • Infrastructure Manager: Manage the IT and Telecommunications infrastructure for the Area ensuring the standardization & security is in line with the Global IT strategy & policy
  • Communicator: Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue
  • Resource Manager: Manage IT resources (Budget, Cost, Local IT Infrastructure Staff) and take full advantage of centrally provided IT services to ensure that agreed SLAs are met
  • Responsible for all white glove IT services for our executive management team
  • Provide support to application development team as well as all offshore IT resources
  • Support New York based Service Desk Team as well as offshore resources
  • Ensure all hardware and software solutions are being supplied appropriately and deployed with best of breed controls utilizing corporate standardized mechanisms
  • Ensure all hardware is installed, maintained and disposed of correctly

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