Service Delivery Management Resume Sample
Estel Walter
2686 Donna Estates,
Boston,
MA
+1 (555) 870 2251
Work Experience
Director of Service Delivery Management
08/2015
-
PRESENT
Houston, TX
- Align and drive Operational targets and KPI’s
- Work under very stressful conditions
- Drive and ’can-do’ attitude, proactiveness
- Strong analytical skills, organized and methodological
- Experience in Operations in general and at least 7 years of experience as customer management
- Competence in ITIL service support processes – ITIL practitioner certificate recommended
- Good understanding of other processes (Incident, Problem, Change and Configuration manager)
- Develop and review processes that most efficiently meet our clients’ objectives
- Perform proactive tracking of critical path batch cycles and the formal scheduling toolsets, in order to identify any potential issues, prior to a failure or ‘bottleneck’ occurring
Service Delivery Management
09/2009
-
03/2015
Boston, MA
- Work with Consulting Delivery to maintain continuity and quality of client relationship
- Engage in Delivery and Services related activities Pre and Post Product and/or Services Sale
- Pre Sales engagement is critical to help construct the program of work to ensure it is architected and planned for success
- Ensure that the integrated Oracle stack is run and managed as a single Oracle capability
- Manage escalations and also ensure that appropriate escalation processes are followed to ensure maximum benefit to the customer
- Establish strong, lasting and collaborative relationships with the Oracle Sales Management and Field organization, Support other LOB’s to ensure the success in the Account
- Ensure successful Delivery and Optimisation of the use of the Oracle products, paving way for Expansion
Service Delivery Management Student Assistant
11/2004
-
05/2009
Boston, MA
- Oversee quality of service level agreements and satisfaction for assigned territory
- Oversee annual operating budget of approximately $2m as designated by strategic and
- Manages the point of engagement for all elements of the US Gas Business Enablement program’s consumption of IS services and, where a service is being developed within GBE, directly manages the establishment and operation of that service as well as its eventual integration into the larger IS shop
- Experience managing operationally and commercially complex IS services, ideally in a mission-critical environment involving a mix of traditional and agile delivery practices
- Manage and resolve critical situations through effective communication with OneAmerica business units, IT project teams, IT operations and IT service provider(s)
- Drive day to day operational and project activity with IT outsourcing provider
- Own and Manage Oracle’s Overall Delivery & Services engagement with the customer including relationships with Consulting Partners or Sales
- Be the customers single point of contact and co-ordination for all Delivery related matters particularly in larger programs where multiple integrated Oracle products are installed and running
Education
Strayer University - Chesterfield Campus
2000 - 2004
Bachelor's Degree in Information Systems
Professional Skills
- Has proven leadership, relationship, communication, and presentation skills
- Industry experience: 20+ years’ experience in a Telecom System Integrator or an ICT organization with in depth understanding of ICT business
- Strong track record with Architecting and project delivery experience
- Strong capability to drive, motivate and co-operate
- Good social, presentation and communication skills
- Min years of experience: Min 5 Years of Experience
- Min years of experience: 5 years of experience
How to write Service Delivery Management Resume
Service Delivery Management role is responsible for government, finance, training, integration, database, security, reporting, manufacturing, travel, messaging.
To write great resume for service delivery management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Management Resume
The section contact information is important in your service delivery management 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
- Telephone number
Work Experience in Your Service Delivery Management Resume
The section work experience is an essential part of your service delivery management 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 service delivery management responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service delivery management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Management resume experience can include:
- Good at Analytic & Investigation techniques
- Excellent knowledge in process management and Quality tools/techniques
- Extracting, formatting, analyzing, corelating Processing data
- Formulating balance score cards, governance templates and KPIs
- Providing suggestions of weak performance points ( pain points & issues ) and recommend possible resolutions
- Development / usage of data processing tools and performance management & reporting tools
Education on a Service Delivery Management Resume
Make sure to make education a priority on your service delivery management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service delivery management 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 Service Delivery Management Resume
When listing skills on your service delivery management 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 service delivery management skills:
- Good understanding on Ericsson structure, ways of working and company directives
- Experiences in pharmaceutical and/or manufacturing domain (Manufacturing)
- Domain experience: Service Delivery, Programing, PHP, automation, troubleshooting
- Working experience in services business
- Good level of financial understanding
- Industry experience
List of Typical Experience For a Service Delivery Management Resume
1
Experience For Service Delivery Management Consultant Resume
- Multiple senior stakeholder management skills
- Performance management and reporting for Pre-sales, Financial, Contract, Operational & Organizational KPIs
- Unified communication towards Customers, MAs and Employees
- Cross-flow Common Support Functions like Operational Excellence, Quality, Communications and Finance
- Business excellence and continuous improvements through site-level policies and initiatives
- Extensive knowledge of Ericsson Customers, Portfolio, Delivery model & strategy
- Develops systems and services that support Conduent Services and business unit needs; provides leadership and focus in area of expertise
2
Experience For Mgr, It-service Delivery Management Resume
- Ensures that business practices are performed in accordance with Conduent Services policy, procedure and applicable federal, state, and local laws and regulations
- Analyzes client’s needs and makes recommendations of additional product/services offered by Conduent Services
- Development / usage of multiple data base systems to store and corelate data
- Self-motivated and can work under pressure
- Innovative, self-driven and embraces change
- Previous knowledge of Ericsson EBW and tools is an asset
- Japanese Native and Business Level English
3
Experience For Service Delivery Management Process Architect Resume
- Lead sponsors on all levels within Service Delivery Mainland China
- Manage and coordinate internal/external company audit & assessment
- Manage and coordinate OHS issues in Mainland China
- Conduct proper internal communications and content management
- Run Networks governance activities as per Networks governance framework (COM/CPM governance, Domain/KA/COM governance, MA/CU governance) inclusive of pre-sales, financial, contract/FAS (projects + Support) and operational dimensions
- Follow up on corrective decisions implementation
4
Experience For Director of Service Delivery Management Resume
- Drive Networks performance KPIs enhancements within the CU inclusive of networks performance framework watch points forecast Alignment for running project with FA
- Drive extended O2I performance for
- Support Networks full potential initiatives in the CU (Strategic programs)
- Deliver operational excellence
- ISO9000, 270001 knowledge
- Technical experience with two or more of the following technical areas: VOIP/Voice related technologies, monitoring and automation tools, disaster recovery, mainframe, distributed/midrange platforms, field services, service desk, storage, network, data center environments, messaging (Exchange/Lync/Sharepoint), iSeries, Backup/Recovery, Wintel/Linux Computing, and/or Unix Computing
- Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth
List of Typical Skills For a Service Delivery Management Resume
1
Skills For Service Delivery Management Consultant Resume
- Consolidates and provides complex metrics and leading client satisfaction indicators across all SDM managed clients to all relevant stakeholders
- More than 7 years’ experience managing enterprise applications, IT infrastructure and vendors
- Relevant work experience in resource management or staffing
- Experiences on Manufacturing Practices, Supply Chain Management and/or Quality Management
- Updating MBO KPI’s to align with MPR meetings
- Representing all DF’s/SDUs resources in local site to ensure efficient service delivery execution
2
Skills For Mgr, It-service Delivery Management Resume
- This is a high profile Delivery and Consulting role reporting into the Key Account Director of one of Oracle’s leading Key Accounts globally
- This hands-on role is responsible for leading and managing all consulting and support services related engagements in the Oracle Key Account
- Curiously seeking, aligning, and executing continuous improvement opportunities across Operations
- This account has a large Oracle footprint with many of its products running mission critical operations and supporting Tier 1 applications
- Agitate the business around the ‘art of the possible’ from a data and analytics perspective – creating demand in areas where there is potential big value
- 11 Support growth of managed services and facilitate Diebold becoming a strategic business
- Applies quality standards to all tasks undertaken and ensures that nothing is overlooked
- Takes account of new information or changed circumstances and modifies understanding of a problem or situation accordingly
- Coordinates with cross –functional teams on bringing up quality and process issues and work with them to come up with recommended changes
3
Skills For Service Delivery Management Process Architect Resume
- Manages and implements the process from quotation of work down to billing
- Understand and navigate the Oracle engineering and pre sales/sales organisations inside Oracle
- Legal compliance (e.g. HR/labor laws, S&CR, environmental and legal entity financials and accounting)
- Strategic thinker – balancing & right mix of long term & short term objectives
- Acts as the principal client contact, managing the relationship to ensure customer satisfaction
- Education: BSC in Engineering, Finance, or Business
4
Skills For Director of Service Delivery Management Resume
- Ensure staff’s compliance and knowledge of all Human Resource policies and state and
- Monitor and assure that contracted customer service levels are met on a monthly, quarterly and
- Provide strategic market, product, and competitive input to home office
- C-level executive engagement at Oracle and with the customer on large transformational programs is required for this role
- The account has invested significantly with Oracle. It is critical that we optimize the use of the technology especially where multiple products and Oracle teams are integrated to deliver a large strategic platform
- Experience with agile development/delivery methodologies
- Improve overall customer experience for production and service delivery activities
5
Skills For Service Delivery Management / Director Resume
- Shares their knowledge on the processes, issue resolution and customer engagement experiences
- Handle 3’rd Party Products to be used in the solution
- Prepare for solution Life Cycle Management
- Handle change requests and the consequences of such for the delivered offers and/or ordered deliveries from a Solution point of view
- Ensure that competitive solutions(products and services) are provided to customers, either as solution proposals in an Advise service, as offers in the sales phase
6
Skills For Specialist, Service Delivery Management Resume
- Directs the efforts of SDM role in the achievement of the strategic and operational objectives of the client
- Collaborates with the MSS, SRC, CTU delivery leadership to ensure thematic client problems across SDM managed clients are identified and root causes addressed
- Consistent alignment with the core National Grid Leadership Qualities, Creates the Future, Consistently Delivers Great Performance, Builds Relationships, Develops Self and Others
- Establishes relationships and maintains contacts with people from a variety of backgrounds. Effective and sensitive communicator in different societies and cultures
- Collaboration with strategic suppliers and IT tower leads
- Ensure North America IT applications and infrastructure are reliable, stable, and optimized
- Be the primarily contact to the local North America incident escalation
- Manage strategic partner’s deliverables and drive a culture of excellence
- Focus on RCA & preventive measure, continuous improvement
7
Skills For Service Delivery Management Student Assistant Resume
- Coordinate with the Delivery Managers, customers and/or delivery teams to negotiate for delivery dates if initial target cannot be met
- Continuously monitor and provide status reports on the work items
- Attends client meetings, when required, for governance and to give status updates on the requests and issues
- Makes sure that services are provided to the client as specified in the contract
- Looks for possible opportunities to get new MAC work or other requests that can help increase revenue
- Work with the clients to get MAC forecasts and collaborate with the delivery teams on this
8
Skills For Specialist, Service Delivery / Management Resume
- Drive process improvement programs to help streamline or standardize geo-specific or team processes
- Corporate Leadership and Management of Operations
- SBU - Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities)
- Operations - Plans, manages, and controls the day-to day activities of a team that provides operational support for a business unit or group in a non-manufacturing environment
- At least 6 months experience in organization
- Experience in Excel
- Experience in HFM, FDM/FDMEE, and Hyperion Financial Report
- Min years of experience : 3 years
9
Skills For Service Delivery Management Center Analyst Resume
- Experienced in Data analysis, Database administration, report generation and report presentation
- Good capabilities on SW development
- Excellent knowledge of Excel/Macros, Access, PPT, Tableau or Microstrategy ( other data presentation tools is an asset)
- Domain experience: RAN, 3/4/5G, LTE, 3GPP, Project Management
- OHS knowledge and experience
- Account Management - Partners with client(s) to provide product/service solutions, problem resolution and to develop new business
- Pre-University qualification in Information Technology
10
Skills For Service Delivery Management Stage Resume
- Operational reviews (daily/weekly/monthly)
- Drive Transition to Support activities
- Senior-level Customer facing skills to represent Oracle with the customer and drive discussions regarding trade-offs, best practices, project management and risk mitigation
- Able to get involved across the entire sales cycle utilizing a broad knowledge of Oracle
- Able to articulate solutions with respect to business requirements of the customer
- Able to build & foster strong internal relationships with multiple cross-LoB channels. Leading contributor individually and as a team member, providing direction and mentoring to others
- Able to work with Oracle Product Engineering and support teams to review product issues and resolve customer problems
- IT, Real Estate. Security and Facility Infrastructure Management
- Government / Industry / University Relationship Management
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