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Delivery Manager Resume Samples
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0-5 years of experience
Consulted with business community to identify client needs and develop business solutions to improve customer service. Managed end-to-end delivery of IT services (product lifecycle management, end user support, coach and mentor delivery team, and incident/risk management) to more than 3000 clients at GM Powertrain following ITIL best practices. Liaison to end users and stakeholders for business issues to ensure quality of services and support.
- Successfully delivered $1M client technology refresh project, on-time/on-budget by leading cross-functional team utilizing project management best practices.
- Analyzed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff accordingly, meeting 100% of service level agreement (SLA) compliance.
- Performed system testing on bundled software release builds, wireless network connectivity, and printer/plotter upgrades for implementation and quality assurance.
- Improved the development of support staff with cross-training, which increased productivity by 17% and reduced staffing budget by 9%.
- Managed hardware and peripheral inventory of over $7 million using IT Asset Management (ITAM) business practices.
0-5 years of experience
Delivery Manager responsible for quality delivery of Operational and Infrastructure Support for Open and Mainframe systems, Production Support, Network, Desktop, and Telecom Support, and the Service Desk.
- Managed $30M+ budget through best practices including monthly, quarterly and semi-annual reconciliation, review of portfolio priorities, and realignment based on accounts payable actuals.
- Designed the updated Event Management process to include management ownership of cross-vendor severity incidents.
- Increased customer satisfaction through analysis of staffing and skill gaps worth 30 FTE.
- Drove creation of an Operational Readiness process leading to lower defect introduction, decreased resolution time of severity issues, increased vendor relationships, and overall system confidence.
- Managed an ever-changing, cross-functional, 70-member team and met account needs through cross-training and creative hiring practices including off-shore, near-shore, and remote workers.
- Developed organizational-level strategy towards meeting customer goals and aligned staffing models and project priorities towards meeting these
6-10 years of experience
Quickly established an excellent record of performance in meeting goals for the distribution and team management associated with delivery of phone books.
- Selected by senior management to attend company training as a Lead Manager.
- Handled recruiting, hiring, training, and personnel actions for delivery team with up to 100 team members.
- Develop location distribution plans and ensure meeting operational budget for each distribution cycle.
- Initiated a comprehensive training program, revised routing, and implemented tracking that ensured meeting customer performance goals.
- Achieved a customer satisfaction score of 97.9%, well above standard of 96%, and ranked as #2 out of 13 divisions.
0-5 years of experience
Managed several large accounts and resolved escalated client issues and new revenue-generating initiatives. Provided statistical and tactical leadership in the areas of accounting, financial reporting (internal and external), business development, strategic planning, client relations, and corporate communications. Collaborated across multiple departments to coordinate on-time delivery of projects, promote client satisfaction, and ensure a competitive edge for the organization.
- Supported account executives and company directors with project deliverables, contract proposals and on-site client presentations.
- Responsible for management of approximately $20 million in annual telecom expenditures across several large clients and Fortune 500 companies.
- Enhanced customer retention to 100% through new contract negotiations and the creation of comprehensive web-based training programs for Tangoe’s newly launched products.
- Developed account plans for designated key accounts resulted in the discovery of major up-sell opportunities.
- Maintained and validated account receivables (A/R) and account payables (A/P) for clients.
- Was promoted during a time of major restructuring that cut staffing 20% and led organization to improve innovation and implementation of global business strategy.
0-5 years of experience
Reduced accidents year over year by 50% by leading a Quality Action Team reducing root causes.
- Performed quality volunteer service for MDA lockup, Parishioners on Patrol giving turkey dinners away, Christmas dinners to needy families, Big Brothers/Sisters Bowling, Adopt A Highway, and initiating Quality Action Team to improve appointment and evening delivery service.
- Assisted Sales when needed for off-site customer calls, one example was a call to Flint Auto Auction, to troubleshoot problems of lost packages, and succeeded in saving a multi-million dollar account.
- Scored 100% on yearly employee survey, on all questions relating to their immediate manager.
- Successfully engineered and implemented several new routes to improve route efficiency and cut costs.
- Achieved Purple Promise Award for taking the leadership role for the Regional meeting.
0-5 years of experience
Responsible for the management, planning and delivery of on-site IT management services at Health Now. Managed 18 team members on 4 teams (Service Desk, Desktop, Security Operations, including 1 remote site). Services included technical support, build/deploy computers, asset management, mobile device management and processing security requests. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, terminations, performance appraisals and promotions.
- Transformed team to be highly successful, winning Strive for Excellence Award 3 straight
- Increased first call resolution from 75% to 86%.
- Managed P&L at + 60%.
- Oversaw 100% compliance of meeting SLA’s and KPI’s in accordance with master services
- Reduced support costs by developing new workflows and support processes.
- Managed Desktop execution of Windows 7 Project for 2500+ machines; completed on time.
0-5 years of experience
Established strong customer relationships and delivered the highest-levels of quality service.
- Managed multiple projects from conception to completion in a fast-paced acquisition environment and ensured that all projects were delivered on-time and within budget.
- Directed the upgrade and environment migrations of Enterprise Vault software and the integration of Remedy and Remedy Force.
- Led VOIP transitions, PC refreshes and the Exchange 2010 migration.
- Oversaw the transition and integration of Valeant’s held desk support into Xerox’s current help desk operations.
- Delivered an effective, ongoing and sustainable support model for future product use.
0-5 years of experience
Managed 25+ on/offshore resources providing services to organization for building/maintaining data delivery to/from external financial organizations.
- Reduced average delivery of completed transmission from one month to two weeks
- Implemented process oriented work streams for service delivery
- Merged 5 disparate service request systems into a single solution for the entire company
- Created rigorous and comprehensive quality assurance programs to provide timely and quality based customer solutions/implementations.
- Met with internal/external customers to consult on technical solutions, project planning, issue resolution, and implementation assessments.
- Designed and developed a comprehensive metrics tracking system to monitor service delivery performance, customer metrics, LOB metrics, and this tool provided senior management reporting.
0-5 years of experience
Supervised daily terminal operations, which included recruiting new drivers and retaining driver
files as per Department of Transportation standards.
- Reviewed, upheld, and maintained safety policy and procedures with Contractors and their drivers.
- Assured that the terminal was above company standards by reviewing the previous day service
- Trained Service Managers on reading and trending service reports.
- Resolved customer service issues.
- Met with the owner operators and assisted them in developing strong business goals and reinforced the accountability that they have with their employees.
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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.
