It Service Delivery Manager Resume Samples

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IT Service Delivery Managers are the primary resources and points of contact to assigned clients for IT service delivery requests and questions. Their resumes reflect such skills as managing the creation of a regional SOC, including staffing and the deployment of security tools; and implementing ITIL-based best practices that significantly reduce mean time between failures of production systems. Example resumes show that basic requirements for this position include a bachelor's degree or equivalent experience, as well as prior experience in technology support.

For more information on what it takes to be a It Service Delivery Manager, check out our complete IT Service Delivery Manager Job Description.

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1

IT Service Delivery Manager

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.
Candidate Info
19
years in
workforce
15
years
at this job
BS
Bachelor of Science
2

IT Service Delivery Manager

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.
Candidate Info
14
years in
workforce
4
years
at this job
AAS
Associate of Applied Science
BS
Bachelor of Science
3

Regional IT Service Delivery Manager

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.
Candidate Info
14
years in
workforce
9
years
at this job
AAS
Electrical Engineering Technology
Comptia A+ Certified Computer Technician
Comptia Network+ Certified Professional
4

IT Service Delivery Manager - Production Operations

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
Candidate Info
21
years in
workforce
5
years
at this job
5

IT Service Delivery Manager

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.
Candidate Info
5
years in
workforce
1
year
at this job
BS
Management
MA
Master of Arts
6

IT Service Delivery Manager

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.
Candidate Info
5
years in
workforce
1
year
at this job
BS
Management
MA
Master of Arts
7

IT Service Delivery Manager

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.
Candidate Info
8
years in
workforce
2
years
at this job
BS
Bachelor of Science
8

IT Service Delivery Manager Centro America, Caribbean and Venezuela

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.
Candidate Info
12
years in
workforce
4
years
at this job
BBA
Bachelor of Business Administration
MA
Business Administration
9

IT Service Delivery Manager / Project Manager

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.
Candidate Info
13
years in
workforce
3
years
at this job
Project Management Course
10

IT Service Delivery Manager

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.
Candidate Info
20
years in
workforce
1
year
at this job
BS
Engineering Management
MBA
Global Business Management

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