An IT Service Delivery Manager typically oversees workers, facilitates meetings, and ensures products and services satisfy consumers. While no duties are exactly alike for all these professionals, a well-drafted IT Service Delivery Manager Resume mentions the following several roles and responsibilities common to the job – leading the team of technical support specialists; providing support and supervising staff, providing directions and mentorship in tech support; implementing best practices in help desk and IT support; managing and facilitating meetings, improving performance and services, and product quality; reviewing IT services catalog, and ensuring team members are familiar with the IT service delivery processes and practices.
Those well-suited to this profession normally possess the following skills – leadership skills, knowledge about IT, familiarity with technology and computer software; extreme knowledge about the specific software; and technical expertise. Employers typically prefer those with a degree in computer science or a similar area of study.
Summary : An accomplished IT Service Delivery Manager with over 15 years of experience in varying environments. My expertise is providing technical leadership in large enterprise environments. Proficient in creating and leading teams in both local and global projects (mergers, integrations, build outs, and upgrades) demonstrating skillful prioritization and goal orientation.
Skills : Active Directory, Management, Microsoft Office, Microsoft Project, Network Management, Operations, IT Management, It Project Management, It Service Management.
Description :
Successfully managed 14 direct reports that provided expert technical skills and customer service over four main sites and 20 remote locations.
Project Managed new site creations, moves, expansions, and integrations in a timely and successful manner.
Provided technical support and service delivery at an expert level.
Prioritized and worked remotely or traveled to necessary sites to provide support top level support.
Provided detailed management of a budget for Greater Houston Area IT teams.
Consistently set the example for meeting company mandated objectives and deliverables or service level agreements (SLAs).
Ensured the IT staff completed objectives and provided excellent service.
Experience
10+ Years
Level
Senior
Education
Bachelor's In Business Management
IT Service Delivery Manager Resume
Objective : Seasoned IT Service Delivery Manager extensive knowledge and expertise in scoping, defining, cataloging, and managing services; with additional expertise in portfolio management, service strategy definition, and managing pursuits. Having a proven track record as being innovative in ways to meet customer requirements and at the same time delivering stable and reliable solutions to customers which has resulted in customers awarding contracts for new applications and operations increasing revenue by more than $4.3 Million USD.
Skills : Business Analysis, Project Management.
Description :
Responsible for the end to end delivery of a growing bundle of applications that manage track and track sales of pharmaceutical, professional health care, oral care, professional goods, over the counter medications, and pet care data with the sales force using wireless tablet PCs.
Managed the contracts between P&G and also manage all sales and order management activities around the sale of P&G product for these respective business units.
Managed end to end service delivery of software service.
Managed business requirements and translated them into service requirements to be used by technical teams.
Acted as a liaison between business and IT.
Ensured all services fit within company's technical and business strategy.
Managed escalation point of contact for business and IT Teams.
Experience
2-5 Years
Level
Executive
Education
Masters In Business Administration
IT Service Delivery Manager Resume
Summary : IT Service Delivery Manager with 15 years of IT experience with a strong background in client/server Web Hosting network environments and ITSM. Demonstrate the ability to provide innovative solutions to internal and external customers. Accomplished manager, mentor, and team leader with proven ability to complete projects using effective communication, presentation, and time management skills.
Skills : Virus/Malware Remediation, Microsoft Windows, Windows Server, Linux, Microsoft Office, Cisco Networking, Computer Hardware.
Description :
Responsible for the delivery of all IT services to 39 locations with 3500 users in the US, Canada and India.
Services delivered included IT Service Desk, server room/server, application support and management, network operations, asset management, change management and telecom.
Provided project management for the implementation and execution of new/upgraded information systems including analysis, implementation, deadlines and accountability.
Evaluated and implemented IT procedures, operations, and equipment for maximum efficiency and cost containment.
Ensured users were provided timely support and service in accordance with Cenveo SLA's.
Partnered with IT leaders to provide input and justification for project costs, capital expenditures, and budgets.
Maintained and enforced the security of the environment, ensuring the company met its standards and published security policies.
Experience
10+ Years
Level
Senior
Education
GED
IT Service Delivery Manager Resume
Summary : IT Service Delivery Manager professional with over 20 years of progressive managerial, technical, and quality assurance experience in the areas of product development, implementation, project management, customer support, and vendor/client relationship management. Proven record of creatively solving complex business issues with technology solutions in multiple industries.
Skills : Microsoft Office, ServiceNow.
Description :
Managed approx. 36+ staff, 7 major hospitals, and 60+ clinics and medical facilities.
Reviewed all incidents and tasks opened to ensure contents, priorities, and documentation are accurate.
Conducted weekly staff and leadership meetings to coordinate the effort and information sharing sessions amongst both metro and regional support teams.
Worked with other IT Departments to ensure consistent workflow and process documentation is being created and updated.
Generated and analyzed weekly, monthly and quarterly reporting decks to find areas of improvement and observe operational trends to build new processes and workflow around to increase performance efficiency.
Conducted weekly feedback sessions with staff to communicate areas of improvement.
Evaluated and generated Statements of Work to account for all work not covered under our support contract.
Experience
10+ Years
Level
Senior
Education
BS
IT Service Delivery Manager Resume
Summary : 10+ Years of Experience in quality assurance, risk management, incident management, implementation management, service desk management, and project leadership. Complete understanding of various Software Development Life Cycle (SDLC) methodologies like Waterfall, Agile, Scrum, iterative, and rapid application development.
Skills : Team Building, Team Management, Customer Service.
Description :
Responsible for managing, planning, delivery of on-site IT management services at HealthSpot.
Managed 9 team members on 2 teams (Service Desk and Quality Assurance).
Built the service desk team and set up a new service desk process from the ground up.
Established Remedy force for incident tracking and management.
Established SLAs and helped raised first call resolution to 100%.
Reduced support cost by developing workflows and support processes - resulting in a reduction of personnel needed from 7 to 5 individuals.
Responsible for rapid team expansion providing training and regular performance evaluations during the process.
Experience
10+ Years
Level
Senior
Education
BA
IT Service Delivery Manager Resume
Summary : IT Service Delivery Manager with a proven leadership track record and has over 15 years of experience in leading large IT Service Management projects and running Global IT Service operations for Fortune 500 companies. Experienced in Strategy Development, Service Design, Service Operations and Support, Business Process Design/re-engineering, IT Service Cost Optimization, and Application architecture.
Responsible for managing global IT Operations and large IT transition/transformations for health care clients.
Oversaw consultant teams and client staff in a global setting (onshore and offshore) to drive cross-functional projects success and accounts growth (EE/EN/NN business).
Responsible for P&L, CSAT for respective customers, Value add initiatives, Running PIP/SIP initiatives, Resource management and cost optimization, Offshore-onshore model delivery framework ownership, Budget responsibility, and Scale: USD $ 6 million, 20 FTE, and 50 TP resources Responsible for the ongoing strategy, design, management & day to day operational delivery of our enterprise service management tools and processes across Global IT.
Forecasted the operations budget in advance and meet the GM targets set by leadership Responsible for enforcement of process governance, FDA/GMP compliance, and continual service improvements around IT Service Management framework, being process owner for ITIL process framework.
Responsible for customer relationship management, customer satisfaction, vendor management/ escalations, and operations SLA Management for service management tower.
Interacted with Senior leadership and CxO layer for new proposals - RFP and BAU projects.
Owned the responsibility of overall health of service management tower including Annual CSAT score and effective index improvements.
Experience
10+ Years
Level
Senior
Education
MS
IT Service Delivery Manager Resume
Objective : Freelancing for designing, coding, and modifying websites, from layout to function and according to a client's specifications. Strive to create visually appealing sites that feature user-friendly design and clear navigation. ITIL v3 Certified, with experience in Incident, Change and Problem Mgt for clients in the following areas: credit report bank, assembly and manufacturing industry, mining, and logistics.
Skills : Git, HTML 5, CSS3, Javascript, Angularjs, MySQL, Mongo, ITIL, Excel, WordPress, PHP, Word, Photoshop, Illustrator, Joomla, Nodejs.
Description :
Performed incident management.
Responsible for time-critical User Service/Infrastructure restoration, technical troubleshooting within complex IT systems environment.
Worked with customers, internal IT and infrastructure teams, third-party system providers, etc, and throughout the service restoration process.
Provided regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with the appropriate data including business impact, application affected, and relevant details regarding incident resolution.
Created and updated Remedy tickets for incident and change management to document monitoring and recovery steps.
Captured incident follow-ups and completing formal post-implementation reviews.
Made sure all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.
Experience
0-2 Years
Level
Entry Level
Education
GED
IT Service Delivery Manager Resume
Summary : Supervising a staff of 17, building them into a scalable, highly-skilled, process-driven, self-supporting team able to meet the day-to-day requirements and also react properly in the event of outages, and also Implementing an Enterprise-wide Altiris IT Service Desk solution which included web portal design and integration, system configuration using new standards and establishing new Service Desk processes and procedures.
Skills : Good executive presence,Life-cycle perspective.
Description :
Provided best-in-class service where data is concerned.
Continued to be recognized globally for thought leadership and cutting-edge services.
Experienced manager with exceptional organizational and people skills.
Ability to refine and improve processes to achieve increased productivity and highly focused on customer satisfaction through delivery.
Insured compliance with all Service Level Agreements' which translates to a high customer satisfaction index.
Utilized the ITIL framework to achieve success.
Accustomed to being the central point of contact for the client, 24x7 for any major incidents and engaging the delivery teams.
Experience
10+ Years
Level
Senior
Education
Education And Business
IT Service Delivery Manager Resume
Objective : Results-oriented IT Service Delivery Manager professional pursuing a career allowing for contribution through outstanding leadership, technical skills, management, and knowledge of information systems, for the benefit of an organization seeking a qualified candidate with a high level of initiative and determination to excel. Provide leadership vision for IT operations, guiding daily processes and policy implementation through strategic thinking and decision-making.
Skills : ITIL V3 Foundation Series, Communication Skills.
Description :
Currently employed in the Information Technology Department for one of eleven Federal Home Loan Banks within the United States.
Ensured the effective and efficient management of all aspects of Service Delivery as well as improvement of the overall customer experience.
Provided management for members of the Shared Services Team which includes the Service Desk, Business Application Support, Infrastructure Support and Change Management Functions.
Responsible for maintaining all applications, keeping these up-to-date, secure, and performing optimally.
Oversaw budgeting and purchasing of all computer hardware and software for the organization.
Advanced IT Customer Service through the implementation of a tiered structure for IT operations.
Improved overall proficiency of service desk functions allowing for increased first call resolution.
Experience
2-5 Years
Level
Executive
Education
Master Of Science
IT Service Delivery Manager Resume
Headline : Responsible for oversight and delivery of all projects in terms of meeting the defined SLAs, Vendor Management, and 24x7 Operations Management Responsible for designing solutions, approach and delivery framework for existing projects and opportunities Oversee all project execution activities such as planning, costing, delivery, and post-delivery review to ensure that the Delivery Unit functions as a Profit Center.
Skills : IT Leadership, Management.
Description :
Provided Customer Relationship Management/ Project Management/ BCDR for Acxiom's largest customer Responsible for written and verbal communications between Acxiom and the customer, including coordinating client requests.
Performed Monthly Operations Reviews.
Understood the client relationship and SLA requirements.
Responsible for standard Reporting and Communication for customers.
Possessed high-level knowledge of all products services provided to customers.
Responsible for documenting gaps within the delivery.
Used PMI (Project Management Institute) methodology to create project scopes/plans, and provide project oversight to avoid scope creep.
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