Service Delivery Manager Resume Samples - Page 2

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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.

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11

Service Delivery Manager, Benefit Calculation Team Manager, and Legacy Client Team Manager

Responsible for team comprised of 6 managers and 60 staff members delivering system generated or complex manual calculations for 20 of company's largest clients. Simultaneously managed one of company's largest and most difficult clients to meet service standards and project delivery dates.

  • Interacted on daily basis with client contacts to ensure client satisfaction
  • Developed and trained team members on system calculations and complex manual calculations as well as special projects
  • Managed overall large scale reduction in outstanding participant inquiries with direct impact on performance standards. Worked with team members to provide training and employ best practices to achieve top results. Reduced turnaround time and developed reports to track progress
  • Provided guidance and coaching to staff
  • Implemented new model for service delivery
Candidate Info
26
years in
workforce
3
years
at this job
BS
Commerce
12

Managed Service Delivery Manager

Managed and supported multiple Managed Service and Premier One accounts. Served as the single point of contact for escalations to ensure high quality service solutions and project
deliverables are met or exceeded. Responsible for successful delivery of client service
transaction reports and monitoring system reports. Proactively anticipated trends or opportunities and engaged colleagues to develop customer presentations for corrective action plans.
Maintained "high touch" contact with all client levels, individual contributor as well as C-Level.

  • Worked with clients to identify sales opportunities for equipment updates or expansion
  • Identified clients with network security requirements, planned corrections or updates
  • Developed the software revision monitoring program and process for data solutions
  • Created a data monitoring threshold best practice approach document for all monitored
  • Project managed the Juniper DIMM replacement project for 63 clients proactively
Candidate Info
35
years in
workforce
3
years
at this job
13

Service Delivery Manager

Managed operations of Service Call Center to exceed client expectations of consistent customer service

  • Developed continuous process improvement and implemented initiatives to meet critical timelines
  • Focused resources on critical business needs to reduce costs while achieving optimal results
  • Increased profit margins to double the Company expectation while maintaining service standards
  • Analyzed metrics to optimize technician service levels and improve SLA response and resolution times
Candidate Info
25
years in
workforce
2
years
at this job
BS
Bachelor of Science
14

Senior Service Delivery Manager

Recruited by commercial sector President to step in and restore client relationship and achievement of service levels for 2 business units. Oversaw contractual service requirements of an $84M, 7-year, Best
Effort IT outsourcing contract. Managed departmental leads in delivering end-to-end IT services

  • Restored service levels from failing to exceeding on all measures in 6 months.
  • Developed labor reporting process that increased revenue and enhanced direct cost margins.
  • Implemented key indicators for service metrics to ensure quality and timeliness of service delivery.
Candidate Info
9
years in
workforce
2
years
at this job
BS
Business Finance
BA
Economics
15

Service Delivery Manager

Proven history of providing excellent customer service maintaining over a 90% client retention rate over a 3+ year
period.

  • Negotiate contract renewals and upsells with C-level executives.
  • Manage an account base with revenues in excess of 7 Million annually.
  • Exceeded over $1 Million in upsells each year and $1.5 Million the last two years.
  • Manage multiple internal and customer-facing consulting engagements with high degree of complexity.
  • Responsible for the Project Management, implementation and on-going operations of all assigned clients and associated contracts and special projects.
Candidate Info
25
years in
workforce
6
years
at this job
BA
Business Administration
16

Partner Service Delivery Manager

Managed the Strategic relationship between HP and Western Region Resellers

  • Provided program management to clients assuring operational excellence through program compliance. Increased client efficiency through computer application training and report analysis.
  • Served as operational support liaison between client executive level management, operations, sales and technical teams, maintaining end user quarterly customer satisfaction rating of 95%.
  • Developed product specific growth plans through market analysis, established quarterly revenue growth targets and achieved growth of $50,000 per month through indirect HP service sales.
  • Administered delivery compliance for printing, computing and server products acting as liaison for parts procurement. Achieved warranty service level agreements targets for same day and next business day repairs.
  • Analyzed and identified root causes of mission critical management problems to drive delivery solutions
Candidate Info
13
years in
workforce
9
years
at this job
AS
Associate of Science
17

Service Delivery Manager

Project manager responsible for implementation and execution of inbound and outbound tele-marketing campaigns.

  • Project Manager responsible for implementation of new marketing campaigns. Work streams include: training, operational documentation, staffing levels, KPI development, and call script design.
  • Involved in all 5 phases of multiple campaign launch projects including:
  • Participated in initial design of marketing campaigns.
  • Heavily involved in Definition of Scope and campaign planning. Examples include: definition of KPI's, development of call guides and reporting development, and execution of the project plan and work back schedules.
  • Launched the campaigns with minimal slippage and full stakeholder happiness.
  • Monitored post launch performance, followed by making recommendations and adjustments to optimize results. Examples include: listening to calls, reworking call guides, and tweaking campaign messaging.
  • Completed campaigns either meeting or exceeding stakeholder expectations.
  • To date results: Achieved 106% of year's goal on the largest and most visible campaign, including getting to "Green" status on a metric that has never been met.
Candidate Info
18
years in
workforce
1
year
at this job
BA
Corporate Finance
18

Service Delivery Manager/site Director

Drove the definition, design, development, and implementation of service delivery for state-based Non-Profit Co-Operatives for several states implementing non-profit alternatives for the Affordable Care Act. Oversaw enrollment, policy issue, fulfillment, billing and collection, call center servicing, and claim adjudication.

  • Developed and implemented functional processing for enrollments, fulfillment, billing, call center, and customer service, per plan, by October 1, 2013;
  • Developed and implemented functional processing for collections and claims, per plan, by January 1, 2014;
  • Designed and implemented Interactive Voice Response system resulting in automated handling of 34% of incoming calls;
  • All processes and staffing in place, per plan, resulting in achievement of all contractual Service Level Agreements.
Candidate Info
35
years in
workforce
1
year
at this job
BS
Business Administration
19

Service Delivery Manager - CS Operations

Implemented voice and web routing to clients' customer service centers or specified Internet web pages

  • Ongoing project management for existing clients with voice and web routing applications
  • Assessed, defined and maintained project requirements
  • Developed and reviewed project schedules
  • Coordinated and facilitated client team meetings and testing
  • Assisted with issue resolutions as subject matter expert
  • Built and maintained team relationships for keeping clients informed
  • Created monthly and quarterly security audit reports
Candidate Info
28
years in
workforce
5
years
at this job
BA
Communication And Organizational Leadership
20

Service Delivery Manager

Serve as the executive level contact to 6 multinational accounts with an annual revenue $7 million.

  • Responsible for all annual enrollment client activities, contract execution, SLA management and strategic projects
  • Develop and mentor 3 assigned Associate Service Delivery Managers
  • Continuously drive client satisfaction by improving the service delivery margin through the service teams in a matrixed organization
  • Responsible for monitoring and overseeing the customer performance under the terms of contract, including service objectives and SLA, operating level compliance and strategic issue resolution
  • Responsible for revenue generation, contract negotiation and presentation of new services
Candidate Info
12
years in
workforce
3
years
at this job
BA
International Studies

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