Service Delivery Manager Resume Samples

HIGH QUALITY

The best examples from thousands of real-world resumes

EXPERT APPROVED

Handpicked by resume experts based on rigorous standards

DIVERSE EXAMPLES

Tailored for various backgrounds and experience levels

Service Delivery Managers are in charge of delivering services to a company's clients and complete tasks such as improving service delivery processes, communicating with other departments, overseeing employees involved in the delivery process, solving complaints and providing customer service. Key qualifications for the job are leadership, attention to details, analytical thinking, computer skills, communication and teamwork. Service Delivery Managers come from various educational backgrounds, and many of them hold at least a Bachelor's Degree in a relevant field

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

Looking for cover letter ideas? See our sample Service Delivery Manager Cover Letter.

1

Service Delivery Manager

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.
Candidate Info
13
years in
workforce
2
years
at this job
AS
Leadership Development Programs
2

Client Manager & Service Delivery Manager

Created an interactive model that quantifies the impact of using SaaS options to Service On Demand user specified portfolios

  • Improved QAD Service On Demand Project Implementation Methodology, reduced 15% QAD cost and increased 35% customer satisfaction
  • Managed business development and IT realization projects for a global automotive company upgrading corporation level ERP
  • Managed one of the largest On Demand customers for QAD with $4 million in annual purchases. Interacted with the customer CTO to identify new growth areas and achieved additional sales of $200K
  • Achieved 88% customer satisfaction in fiscal year of 2013 (QAD avg in fiscal year of 2013: 83%)
Candidate Info
9
years in
workforce
1
year
at this job
BA
Bachelor of Arts
3

Service Delivery Manager

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.
Candidate Info
37
years in
workforce
5
years
at this job
MBA
Master of Business Administration
Business Information Systems
4

Service Delivery Manager I

Managed client relationship with various business units on the Disney contract. Regularly interacted with clients regarding satisfaction issues, expectations, and potential projects. Ensured work was correctly scoped and staffed (technicians, vendors, etc.) to address client needs and for timely completion of projects. Responded promptly to client calls/emails to resolve questions and problems, escalating to senior leadership when appropriate. Worked with senior members of account leadership team to develop ideas for expansion of service opportunities. Managed End User desktop support teams. Conducted regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize staff. Promptly and accurately completed account administrative tasks such as creation of project related technical services proposals, approval of vendor invoices, approval of employee timesheet and evaluation of employee performance using automated employee management tools. Tracked hours billed to account and staff hours worked to determine and evaluate vendor and sub-contractor productivity, made changes as needed to manage labor costs. Facilitated on-going training of technical staff. Managed local projects in coordination with Senior Project Managers. ITIL v3 trained, Foundation Level.

  • Created PC loaner program that reduced end-user downtime from as much as five days down to four hours.
  • Negotiated service change with business unit that increased customer satisfaction while increasing revenue by 15%.
  • Improved e-Discovery service level by 40% via process, reporting and documentation improvements.
  • Consistently met business unit annual asset refresh targets by or ahead of deadlines
Candidate Info
22
years in
workforce
7
years
at this job
Marketing
Business Administration
5

Service Delivery Manager

Accountable for managing transactions for high-profile global accounts totaling $1B+ in managed spend

  • Successfully managed staff to meet needs of new clients including hiring, client reassignment and training facilitation
  • Managed and monitored results of team to ensure internal and external SLA's are met
  • Directed team in fast paced/high volume environment utilizing case management system to process an average of 8k cases monthly
  • Managed account portfolio growth and served as integral part of new client implementation, training and team capacity management
  • Responsible for rapid team expansion providing training and performance evaluations on a regular basis
  • Completed leadership training while taking part in invite only Manager's Learning Club
  • Identified as SME for new client implementation for Service Delivery - shared expertise and lessons learned to all levels of management
Candidate Info
13
years in
workforce
4
years
at this job
BFA
Bachelor of Fine Arts
6

Service Delivery Manager

Managed Help Desk service delivery and performance. Coordinated overall services with the customer for daily customer support, change and incident management. On-site customer advocate and primary interface for customer at the Service Desk on all issues concerning Service Desk. Developed and delivered weekly and monthly reports on Profit and Loss, and Service Level Agreements.

  • Restructured Help File process to where document changes were made and implemented within 2 working days of requested change for 40% improvement.
  • Managed projects converting two additional departments, Sales, and Research and Development to use Help Desk services in two phases on time and without any disruption in services.
  • Incident Management of Severity 1 and 2 incidents and resolved customer escalations with Help Desk.
  • Developed and implemented process for maintaining Service Catalog at Help Desk.
Candidate Info
13
years in
workforce
1
year
at this job
BS
Human Resources Management
7

Service Delivery Manager

Directed Managed Service site operations, with 21 direct reports and staff of 160. Interfaced with corporate and client management to maximize success of partnership. Managed 21 service accounts including data center and help desk, totaling over $6 million

  • Exceptional accounts' performance generated business totaling over $5 million with new clients
  • Designated by client as the delivery "focal" for a $2.5 million banking contract to establish managed service business for 3 states
  • Created print survey for client, eliminating $200,000 in unnecessary print-outs
  • Provided critical solutions for staffing needs. Interfaced with client to address functionality and headcount to determine training requirements Generated full utilization of company resources
  • Relocated client's 250,000 tape library during disaster recovery event
  • Developed "in-house" computer print room construction plan for client managed service business, generating over $200,000, annually
  • Trained 4 staff members who were promoted to Service Delivery Managers, saving over $100,000 in "new" hire salaries/cost
  • Directed implementation of 9 site start- ups, including staff scheduling, totaling $3,500,000 annually.
Candidate Info
28
years in
workforce
17
years
at this job
C
Management
8

Service Delivery Manager

Managed service delivery for three large multi-service (H&W, COBRA, Spending Accounts, and Dependent Verification Services) ADP clients with annual benefits revenue over $600,000.

  • Completed Annual Enrollment projects on time with quality
  • Coordinated ongoing team projects and resolved system, process and participant issues with cross functional team members.
  • Conducted ongoing internal team meetings to set priorities and timely resolve outstanding issues.
  • Facilitated weekly client meetings to review project status, upcoming deliverables and address concerns.
  • Created client specific Standard Operating Procedures to document processes and become more efficient.
  • Developed effective client relationships which led to high client satisfaction scores.
Candidate Info
9
years in
workforce
8
months
at this job
AS
Management
BA
Management And Communications
9

Service Delivery Manager

  • Created and implemented service delivery improvement plans and release management policies by reducing change failure rates and improving system availability and stability by 30%.
  • Increased application/systems performance uptime for all sites through system and process re-design, resulting in a 20% gain in KPIs and SLAs and the mitigation of information and system security audit deficiencies associated with contract terms
  • Exceeded system availability and contract obligations (9s) by 22%.
Candidate Info
7
years in
workforce
3
years
at this job
BA
Psychology, Computer Science
10

Implementation Project Manager/service Delivery Manager, OBA Product - H&w Administration

Responsible for the day-to-day Health & Welfare Benefits plan administration services provided by [company name] and is the primary client contact for multiple relationships. Service Delivery Manager is responsible for ongoing client satisfaction by establishing successful customer and internal team relations. Responsibilities as Implementation Project Manager include new client implementations, as well as the annual enrollment process for all clients assigned. Other responsibilities include managing escalations, troubleshooting, issues identification and resolution, facilitation of meetings, inquiry tracking, customer reporting, and trend identification.

  • Managed multiple Annual Enrollment projects to completion by negotiating resources with a successful end result of being on time and on budget.
  • Improved existing client relationship for International client resulting in additional business being allocated to [company name] in 2010.
  • Led successful client implementation onto new Enterprise platform while managing tight timeline and limited resources.
  • Improved change management tracking process and cost estimation for clients resulting in an increase of 35% in additional revenue.
Candidate Info
17
years in
workforce
7
years
at this job
BS
Business Administration

Your Resume, Made Easy.

You are looking for your dream job and need a resume? My Perfect Resume is your solution and takes the hassle out of resume writing. Create the perfect job-worthy resume effortlessly in just a few clicks!