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How to Format a Service Delivery Manager Resume

Picking the appropriate format for a service delivery manager is easy. In short, most job seekers should use a chronological resume format. The chronological resume is simple, elegant and useful. In this format, most of the page is devoted to work experience, making it easy for hiring managers to see your career progression.

There are exceptions, however. Candidates who have little to no work experience or plan to change careers may want to try an alternative format, like the functional or combination resumes. Functional resumes are also known as skills-based resumes because they focus on skills and qualifications. Meanwhile, true to its name, the combination resume combines essential qualities of the other two types.

The candidates below offer a neat illustration. Candidate A has been working in the industry for nearly 10 years, including two years in her current role. The consistency of her work makes the chronological resume an obvious choice. Candidate B has nearly the same amount of experience, but she’s been out of the workforce for several years and would rather not call attention to her employment gaps. In her case, a functional resume is a reasonable option. Compare their resumes to see how your approach may differ depending on the format you choose (the similarities between the two are in bold).

Chronological Resume

Candidate A

  • 9 years in workforce
  • 9 years at this job
  • AS Associate of Science

Work Experience

Senior Delivery Manager, Delivery Solutions
04/2020–Current, Chicago, IL

  • Managed engineering resources for the building of networking equipment and hardware installation sites across areas following a major banking partner’s brand acquisition.
  • Raised client satisfaction by 30% by increasing the service delivery margin across matrixed teams.
  • Created a positive culture with team-focused activities, generating the highest employee satisfaction ratings of any department.
  • Helped hire several employees, offering to develop and mentor three associated service delivery managers via a company mentorship program.

Functional Resume

Candidate B

  • 8 years in workforce
  • 0 years in current role
  • BS Bachelor of Science

Skills Summary

Systems and Procedures

  • Planned and implemented the rollout of networking equipment for a major banking partner’s 62-site branch acquisition, managing the engineering resources through to project completion.
  • Strategized the rollout of 1,400+ hardware installation sites for a large multinational company.
  • Continuously drove client satisfaction by improving the service delivery margin through the service teams in a matrixed organization.


  • Focused daily activities toward the teams success rather than individual efforts, creating a positive culture that generated the highest employee satisfaction ratings in the company.
  • Participated in the hiring process for 30+ high-level employees from beginning to end.
  • Developed and mentored three associate service delivery managers, taking a personal interest in their career growth.

Service Delivery Manager Duties and Responsibilities

The type of organization service delivery managers work for will determine the precise tasks and responsibilities they take on. Based on job listings we analyzed, a service delivery manager’s duties typically involve:

Establish Delivery Processes

A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.

Supervise Staff

Service delivery managers oversee employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.

Manage Customer Expectations

This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Service delivery managers typically evaluate a customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, service delivery managers conduct additional research.

Create Cost-Effective Systems

A common task for service delivery managers is to ensure that processes are efficient and cost-effective. They aim to find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.

Build Partnerships

Service delivery managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.


Service Delivery Manager Skills and Qualifications

Service delivery managers are effective communicators, active listeners, and have excellent customer service skills. Typically, employers will require a bachelor’s degree in a business-related subject as well as the following abilities:

  • Leadership

    – Service delivery managers have strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well

  • Communication Skills

    – Service delivery managers possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service

  • Computer Skills

    – The administrative side of this role requires good computer skills to analyze data and create reports

  • Teamwork

    – Service delivery managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff

  • Detail-Oriented

    – This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful


Service Delivery Manager Education and Training

The minimum requirement to become a service delivery manager is a bachelor’s degree in a business-related subject such as customer relations or retail management. If the position is an entry-level role for smaller retail outlets, the applicant may only require a two-year degree or the equivalent certification. Applicants will find that prior retail or sales experience is beneficial to their resumes, and for environment-specific roles, skills such as knowing a second language may be advantageous.


Service Delivery Manager Salary and Outlook

The median annual salary for service delivery managers is $86,000. Service delivery managers in the 10th percentile earn around $49,000 a year, while the highest paid earn close to $130,000 annually. Some companies offer packages that can reach up to $11,000 from bonus structures based on individual or group performances and profit-sharing opportunities. Commission makes up a large proportion of additional earning potential. Level of experience has the biggest impact on the pay level for this role, along with the location. Many employers offer dental plans and medical insurance as part of their salary package. The Bureau of Labor Statistics (BLS) predicts that the growth rate for this sector is expected to decline by 3 percent through 2026.


Helpful Resources

We’ve collected some of the best resources to help you develop a career as a service delivery manager:

The Customer Service Solution This guide by Sriram Dasu and Richard B. Chase explains how consumers perceive services and can help anyone working with clients to enhance their customer service level through understanding what factors determine customer satisfaction and the triggers behind customer behavior. The book illustrates why companies who neglect the emotional side of consumer interactions are missing out on great opportunities.

Service Operations Management: Improving Service Delivery This market-leading book offers a comprehensive introduction to the field of service operations management. Building on the basic principles of operations management, the book examines the decisions that managers face in controlling their resources and delivering great customer service.

Purple Griffon This IT service management company may specialize in IT services, but their resources can be applied to a host of different industries. The blog on top 10 tips for service delivery managers has some useful information to take on board, while the resources page is packed with information to utilize whatever sector the role is in.

Customer Service Strategy At the heart of a service delivery manager’s role is customer service, and this book by Maurice Fitzgerald provides all the information required to deliver excellent customer service as well as how to put clients at the heart of a business strategy for better results.

Service Delivery Manager Resume FAQ.

What are the responsibilities of a service delivery manager?

Service delivery managers are responsible for delivering services to an organization’s clients. Typical service delivery manager duties include leading project meetings, managing client relationships, developing delivery strategies and tracking KPIs. Many delivery managers are also in charge of budgeting.

What are service delivery skills?

The top skills for service delivery managers include:

  • Communication
  • Customer service
  • Budgeting
  • Teamwork
  • Conflict resolution
  • Analytical thinking