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IT Service Delivery Manager Resume Samples
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10+ years of experience
Provided IT account management services for various global outsourced clients. Identified, communicated and implemented process and procedure improvements across all areas. Procured capital hardware and software, approved spend and provided capital forecasting in support of business growth. Managed multiple platform OS, HW, DB support teams in various US data centers. Ensured the following was applied and current: maintenance, security patching, backup and recovery, while eliminating points of failure to ensure infrastructure stability.
- Contributed to achieving SLA target availability of 99.54% by delivering high quality services from Wintel / UNIX / AS/400 and implementing stability process.
- Assisted in reducing data center footprint 30% by utilizing physical to virtual (P2V) process as part of virtualization initiative.
- Provided clarification of service accountabilities between customer and all outsourced service providers by developing, documenting and communicated RACI charts for multiple technology teams.
- Established and maintained vendor and marketing relationships, both internal and external, in support of account and client capital needs.
- Refreshed and maintained data center infrastructure, managed procurement life cycle and ensured asset maintenance.
- Developed processes and implemented hardware resource management and related service activation / deactivation tasks.
0-5 years of experience
Researched and identified new run reduction opportunities for business partners, resulting in over $26M in cost savings.
- Negotiated and implemented 118 Service Level Agreements for existing customers through the creation of standardized templates, resulting in 100% compliance for US-based applications.
- Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the future.
- Liaised between IT supplier and business users to ensure escalations were addressed and resolved within agreed service levels.
- Managed the launch and implementation of the IT Service Management organization, defining objectives, scope and deliverables for the project.
6-10 years of experience
Promoted to direct service delivery operations for ten locations in the Southwest employing 30+ hardware and desktop technicians.
- Managed development and oversight of enterprise-wide process standards for service delivery.
- Developed performance metrics and reports for dashboards and balanced scorecards.
- Recruited and trained technical staff on PC hardware lifecycle maintenance.
- Generated trend reporting and identified actions to improve service delivery.
- Delivered a 96% or above score on SLAs and positioned technical team to be recognized within the Top Teams in the Nation.
0-5 years of experience
Developed and Implemented Incident, Problem and Change management processes for Global Client Access supporting 9 major Application platforms.
- Successfully implemented several Service Improvement Plan targeting Human Error, Change Management and reduction of MTTR.
- Successfully produced quarterly improvements in the reduction of customer impacting events.
- Designed and implemented several operational incident management playbooks specific to lines of business.
- Created and maintained enterprise metrics and scorecard programs.
- Managed relationship with Development and Infrastructure teams, and partnered closely with internal LOBs
0-5 years of experience
Led deployment and post-deployment relationship of operations partnering with customers and partners.
- Delivered and lead key metrics and tasks which improved and delivered stability for customers as well as leading best practice efforts within the same environments.
- Ensured appropriate documentation was in place for specific support requirements.
- Was the primary point of contact for escalations for abnormal and difficult situations.
- Ensured high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in [company name]’s Quality Management System.
0-5 years of experience
Led deployment and post-deployment relationship of operations partnering with customers and partners.
- Delivered and lead key metrics and tasks which improved and delivered stability for customers as well as leading best practice efforts within the same environments.
- Ensured appropriate documentation was in place for specific support requirements.
- Was the primary point of contact for escalations for abnormal and difficult situations.
- Ensured high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in [company name]’s Quality Management System.
0-5 years of experience
Led personnel and directed daily delivery activities of the infrastructure and application teams. Resolved customer satisfaction issues and led operations teams in support of daily messaging service delivery.
- Implemented ITIL compliant change management process using standard IT Infrastructure Library (ITIL) and IT Service Management (ITSM) methodologies. This included a Technical Advisory Board (TAB), and Change Advisory Board (CAB), and standard change request form used for all changes. Process issues dropped from 134 in the previous year to 29 over the following 12-month period, a 78% improvement resulting in significantly improved customer satisfaction.
- Reduced labor cost on the account. Directly hired contract employees which eliminated temporary agency costs and retained the skilled employees with institutional knowledge of the customer. This resulted in $360,000 annual savings and improved employee morale leading to higher customer satisfaction.
- Improved relationship between Level 2 Help Desk and Level 3 Operations teams by holding weekly collaboration meetings resulting in cohesive team environment and improved customer satisfaction.
- Led successful ITSM Audit and completed all resulting compliance actions.
0-5 years of experience
Challenged with development and implementation of operational best practices, standards, and procedures, aimed at achieving cost-cutting and process improvement results. Provided day-to-day user support level I & II and IT infrastructure to 12 countries with local and remote support model in an ITIL environment. Performed internal audits, conducted gap analysis, and developed / implemented disaster recovery plan.
- Boosted ITIL-based service and customer satisfaction metrics by nearly 40% as a result of implementing procedures for IT incident monitoring.
- Improved IT service availability from 97% to 99% by establishing technology infrastructure improvement plan.
- Delivered 15% in operational budget savings by consolidating suppliers within region, negotiating more favorable contracts, and re-evaluating budgets.
- Orchestrated improvement and adaption of global standard version of all IT support processes.
0-5 years of experience
Managed 10 people to provide support +1000 Desktops and +20 servers for [company name] in Venezuela.
- Directly responsible for supervision of the IT Support Department services. This support included [company name] and non-[company name] (Energy, Lasmo/ENI, Smith/Mi Drilling, Pennzoil, etc ) PC/Laptop users and services.
- Quarterly report publication and customer meetings to review SLAs/OLAs
- Updated Customer Service Manuals; Tracked customer performance against agreed SLAs ; Performed personnel performances evaluations.
- Increased SLA’s/OLAs performance by introducing processes that improved communication between end users and the IT support organization.
0-5 years of experience
Consolidated independent 20+ personnel across multiple countries into a unified regional IT Department that significantly improved customer service, decreased downtime and provided support-in-depth for mission critical systems.
- Managed the creation of a regional SOC including staffing and the deployment of security tools. This team and tools effectively identified and stopped 100+ attacks on systems within the first 24 hours of operation.
- Stabilized IT environment: VMWare clusters, storage, networks, enterprise databases and customer facing web application systems (IIS and LAMP environments).
- Implemented ITIL-based best practices that significantly reduced mean time between failures of production systems.
0-5 years of experience
Senior manager and business consultant liaison (24×7) for IT and customers for escalated service problems, new service requests and service level agreement concerns. Provided routine and emergency communication and status updates to clients, client executives and IT support teams.
- Utilized problem-solving techniques and critical analysis to resolve critical
- Coordinated and developed improved work/system processes related to incident, problem, request and change management, project/process management and invoice billing for Oncor Electric Delivery (3,800 employees/200 Texas regions), ERCOT, [company name] support teams and varied hardware/software 3rd party vendors
- Coordinated internal and external audits and analyzed and communicated executive performance survey analysis
- Managed projects to include gathering client, development and support team requirements, financial projection determination, communication, preparation of contractual agreement and obtaining sign offs
- Developed, modified, negotiated and monitored Service Level Agreement performance and formal root cause analysis for any non-performance.
- Coordinated annual contractual Service Level Agreement renegotiation, vendor and outsourcer contract for service improvement opportunity
0-5 years of experience
Managed, monitored, and various ticketing systems to ensure prompt and proficient delivery of services.
- Created the Working Capital Fund (WCF) Drawdown Report to support OCIO’s charge to eliminate systematic vendor overcharging and improve management of National Protection & Programs Directorate’s (NPPD) capital fund. WCF reporting effort resulted in a chargeback to NPPD’s drawdown account of nearly $1M over a four-year period.
- Created the Teleconference Initiative (TI) Report to track and eliminate wasteful use of telecom services. TI reporting effort captured and eliminated over $65,000 in charges and became part of the NPPD Quarterly Initiative Program.
- Led the resolution of unorthodox or problematic incidents/requests and provided direction, input, alternatives, and final resolution to these tickets.
- Produced weekly metrics reports and based on users’ requirements, developed the Weekly Metrics Report to assist with OCIO in tracking incidents.
- Created NPPD’s Service Delivery Procedures which documented procedures for processing and tracking NPPD tickets from initiation through closure.
0-5 years of experience
Launched start up technical support call center for IBM with over 300 desktop/laptop employees within 3 weeks.
- Managed 100 plus employees including 4 leads on Desk Top and Lap Top Service deliverables.
- Responsible for budget, absenteeism, attrition, training, service levels, employee incentive programs and increasing business revenues by up selling products/service packages.
- Quality, Productivity and Contractual service levels were met within 2 months of startup operation.
- Slashed turnover from 75% to less than 5% by creating corporate culture focused on employee satisfaction.
0-5 years of experience
Primary accountability to strengthen vendor partnerships, optimize service level agreements, and improve operational excellence.
- Collaborated with business and IT development teams consolidating 5 multi-vendor service contracts to create a comprehensive service level agreement for Xerox’s Siebel applications’ production and environment support
- Generated $800k of savings in year 1 while optimizing performance and increasing levels of service
- Created a service level agreement transitioning a Sarbanes Oxley required access governance process away from a FTE based structure to a service based model, improving levels of performance and reducing total costs by 60%
- Managed the delivery of IT service agreements by directly interfacing with all levels of the vendor’s management and operations team to quickly address service gaps and put permanent process fixes in place
- Align strategic direction with Xerox business teams to resolve production incidents in keeping business-critical applications performing at 99.8% availability
- Primary focal point for all contract amendments from all fluctuation in contract scope and escalation point for all customer inquiries and issues
- Spearheaded movement of Xerox application’s access control from a heavy manual process to an automated solution reducing agreement spend and improving customer delivery
0-5 years of experience
IT Service Delivery Manager for [company name] & Services, NIKE Account. Oversee operations for the global Retail account to include; end to end ticket management, IT escalations, service levels, and customer satisfaction. Develop and implement Service Desk processes and procedures. Act as the escalation point for the customer and third party vendors. Supervise six Global Retail System Engineers, Project Coordinators, and three Retail break/fix technicians.
- Established, developed, and implemented retail IT processes and procedures for integration of System Engineers and Global Service Desk.
- Expertly negotiated customer requirements and product modifications to award winning level of customer satisfaction during critical holiday retail season.
- Responsible for customer interface regarding the Retail Service Desk activity to include services and initiatives resulting in the generation of over 200,000 dollars in revenue and assisting in a no-bid customer contract renewal.
- Provide change management and emergency troubleshooting for multiple global transition projects including Nike Retail Japan, Converse, Hurley, Cole Haan, and the Global Retail Service Desk.
0-5 years of experience
Collected service satisfaction metrics and developed customer referrals
- Responsible for on-boarding and assisting new customers
- Investigated all SLA shortfalls and performed Root Cause Analysis
- Provided rapid resolution of service incidents to high profile customers
- Performed Service Incident Analysis and presented findings to clients in Annual Service reviews
- Developed procedures and policies for coordinating with Managed Service Providers
0-5 years of experience
Manage sales and service delivery for the highest revenue clients in assigned region.
- Trained and managed technical teams responsible for IT support in five hospitals in the Northeast region.
- Market and sell new technology platforms, pitch and execute new projects.
- Credited for 20% increase in overall IT projects within hospitals in my region.
- Recipient of multiple customer satisfaction awards based on feedback from CIO’s and Directors.
- Present sales proposals to key decision makers, close deals using consultative approaches.
6-10 years of experience
- Managed a team of 20 employees responsible for development/support of Manufacturing, Engineering, and Data Warehouse applications.
- Developed resource plans for global application development and support through evaluation of support metrics and collaboration with Service Managers enterprise-wide.
- Led architecture and implementation of Sarbanes-Oxley compliance within IT Support for Manufacturing Operations.
- Ensured SLA fulfillment between Business and IT units by monitoring deviations and taking corrective actions.
- Managed personnel via performance reviews, career planning, mentoring, job rotations, development plans & performance mapping, and skill acquisition.
- Identified performance issues in critical systems and initiated scheduled activities such as purges, database defragmentation, release-related testing, and period close.
- Initiated standard using Six Sigma methodologies to improve the performance of SUN’s manufacturing process transactions.
- Directed design and implementation of real-time transaction database disaster recovery contingency servers in three sites worldwide.
0-5 years of experience
Accountable for Site Based workflow, staffing, service level performance, and technician performance
- Maintain Daily Audit reports, Weekly Billing reports, and Daily Service Delivery reports.
- Attend manager service level meetings covering performance reports, service improvements, and quality and processes.
- Mentor technicians as needed.
- Monitor Remedy to ensure workload is balanced between technicians. Ensure tickets are responded to in a timely manner and communication with the end user is completed by the technician assigned to the work.
0-5 years of experience
Responsible for ensuring customer satisfaction for Desktop, Network and Server Infrastructure Worldwide for ~300 users reporting directly to CIO and Vice President
- Wrote and published Service Level Agreement and tracked all SLA metrics
- Manage 5-6 employees
- Manage department budget, purchase all equipment, track costs for all services, ensure all invoices are approved and submitted for end of month and year close
- Manage projects (Windows 2000 and XP rollout, infrastructure restructure, help desk implementation)
- Monitor ticket queues weekly
- Provide monthly metrics and project status to CIO
- Prepare quarterly and end of year performance evaluations for employees and ensure objectives are met
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
