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Service delivery manager skills for your resume and career

Updated January 8, 2025

7 min read

Below we've compiled a list of the most critical service delivery manager skills. We ranked the top skills for service delivery managers based on the percentage of resumes they appeared on. For example, 16.2% of service delivery manager resumes contained service delivery as a skill. Continue reading to find out what skills a service delivery manager needs to be successful in the workplace.

15 service delivery manager skills for your resume and career

1. Service Delivery

Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.

Here's how service delivery managers use service delivery:

Provided leadership to achieve service delivery goals of customer satisfaction, operational excellence, team skill development, and financial contribution.
Provide oversight of suppliers and other third party vendors engaged in relative Service Delivery activities to ensure effective delivery to clients.

2. Project Management

Here's how service delivery managers use project management:

Project Management experience with business intelligence/data warehousing.
Mentored individuals in project management methodology

3. Cloud

Cloud is a server that is accessed over the internet. There are different programs and software that also run on these servers. These clouds can be accessed from anywhere in the world as they are not present in your computer storage, but have their online servers. Cloud consists of data centers all across the world.

Here's how service delivery managers use cloud:

Managed professional services providing highly skilled consultants to build messaging, collaboration and cloud solutions for enterprise clients.
Participated in Agile development process for Cloud provisioning portal.

4. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how service delivery managers use customer service:

Fostered and maintained positive rapport and good relationships with customers to ensure processes were integrated to support customer Service Level Agreements.
Created resolutions to various customer service issues and delivered consultation to FedEx Ground independent service providers, maximizing their business results.

5. Customer Satisfaction

Here's how service delivery managers use customer satisfaction:

Project managed an international team of software developers and installations engineers to ensure the products were successfully delivered to customer satisfaction.
Championed quality testing initiative to identify and implement process improvements resulting in increased first time quality, efficiency and customer satisfaction.

6. Client Facing

Here's how service delivery managers use client facing:

Promoted to SSDM to create a team to implement a client facing Self-Service Portal.
Lead internal and client facing meetings, conference calls, demonstrations, and presentations.

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7. Infrastructure

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Here's how service delivery managers use infrastructure:

Managed the quality and execution of Delivery Infrastructure services provided by multiple Regional, National and International cross-functional technical support teams.
Support includes Infrastructure and application upgrades, decommissions, implementations, Incident/Change Management and optimization of overall operations including cost.

8. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how service delivery managers use continuous improvement:

Position entailed continuous improvement of Service Management processes through analyzing, creating recommendations and overseeing the implementation of the following improvements.
Maintained organizational continuous improvement plan; implemented proactive problem management process and closed 60+ problem records in previous 8 months.

9. ITIL

Here's how service delivery managers use itil:

Evaluated and documented inefficiencies by performing gap analysis in existing processes and recommended specific improvements based on ITIL best practice.
Completed an ITIL Service Management maturity assessment of current Service Delivery and Support processes and procedures.

10. SAN

SAN abbreviation for storage area network is a computer network that provides storage access.

Here's how service delivery managers use san:

Managed multiple teams including Windows and Unix Server teams as well as Storage (SAN, NAS and Backup/Recovery) teams.
Developed an improved process that reduced time it took for request-to-allocation of SAN storage to existing servers by 50%.

11. Slas

Here's how service delivery managers use slas:

Communicated with Project Managers regarding project status and contractual SLAs.
Maintained above-target SLAs and user satisfaction metrics.

12. Service Management

Service Management is a customer-oriented approach to delivering information technology. Service Management focuses on providing a relationship with individual customers and adding value to customer assistance.

Here's how service delivery managers use service management:

Provide weekly/monthly reports to Executive team on Service Management - regarding ongoing projects, service issues and infrastructure improvement initiatives.
Results-oriented, driven leader who specializes in team building and delivering consistent results across operations and service management.

13. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how service delivery managers use technical support:

Collaborated with technical support team to manage customer's data storage on raised floor decanters and updated/refreshed customer-owned plans.
Managed International project initiatives and provided technical support for offshore development resources in China and India.

14. Level Agreements

Here's how service delivery managers use level agreements:

Transitioned end-user support service desk offshore reducing operating costs and improving bottom line financial performance while maintaining stringent service level agreements.
Researched and resolved outstanding client concerns, increasing compliance with service level agreements and resulting in substantial improvements in client satisfaction.

15. Client Satisfaction

Here's how service delivery managers use client satisfaction:

Assisted with, and indirectly responsible for, any insurance delivery transitioned to any offshore delivery center to assure Client satisfaction.
Manage daily activities of functional team members to ensure delivery of optimal service, client satisfaction, retention and profitability.

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List of service delivery manager skills to add to your resume

The most important skills for a service delivery manager resume and required skills for a service delivery manager to have include:

Service Delivery
Project Management
Cloud
Customer Service
Customer Satisfaction
Client Facing
Infrastructure
Continuous Improvement
ITIL
SAN
Slas
Service Management
Technical Support
Level Agreements
Client Satisfaction
Digital Transformation

KPIs
HR
Process Improvement
Service Desk
Incident Management
SDM
Windows
Client Relationships
Performance Management
Problem Management
Azure
ITSM
Contractual Obligations
Direct Reports
Asset Management
Problem Resolution

SharePoint
Employee Development
Java
Cycle Management
Customer Expectations
Vendor Management
Shared Services
Pre Sales
Client Expectations
Customer Relationships
Performance Reviews
Management Process
SQL
Sigma
PMO
Customer Issues

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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