Top Service Delivery Manager Skills

Below we've compiled a list of the most important skills for a Service Delivery Manager. We ranked the top skills based on the percentage of Service Delivery Manager resumes they appeared on. For example, 12.8% of Service Delivery Manager resumes contained Service Delivery as a skill. Let's find out what skills a Service Delivery Manager actually needs in order to be successful in the workplace.

The six most common skills found on Service Delivery Manager resumes in 2020. Read below to see the full list.

1. Service Delivery

high Demand
Here's how Service Delivery is used in Service Delivery Manager jobs:
  • Traffic Engineering & Escalation Management for both internal and external clients 24*7 schedule and Schedule Management for Service Delivery/ Service Assurance/feasibility.
  • Provided leadership to achieve service delivery goals of customer satisfaction, operational excellence, team skill development, and financial contribution.
  • Focus areas included global projects and service delivery, program management, transition and transformation integration, and client relationship management.
  • Led and coordinated service delivery solutions to achieve year-over-year product and revenue growth with significant gross margin contributions on multiple accounts.
  • Service Delivery Manager, Change Control Manager, Production Control Manager/analyst specializing in implementation and support in a high-paced Retail environment.
  • Provide oversight of suppliers and other third party vendors engaged in relative Service Delivery activities to ensure effective delivery to clients.
  • Identified inefficiencies in service delivery processes and procedures driving changes to reduce costs and improve support levels and customer satisfaction.
  • Manage end-to-end service delivery for payroll, banking/general ledger funding, and human capital management solutions for major account clients.
  • Developed departmental procedures and guidelines for customer response; trained staff in service delivery to ensure consistent and customer-focused service.
  • Mentored global leveraged technical teams improving service delivery and recognized by the client by maintaining quality assurance via teamwork.
  • Performed Service Delivery Processes to meet Service Level, financial interlock, customer satisfaction targets and business controls.
  • Tasked to eliminate duplication of emails to better prioritize and resolve pending issues with Service Delivery Department.
  • Ensured service delivery, system availability, security controls, and development standards within best practices.
  • Communicate regularly with clients to evaluate service satisfaction and to interface on day-to-day service delivery questions.
  • Improved customer experience by successfully managing end-to-end service delivery projects delivering on time and under budget.
  • Managed Service Delivery Life Cycle, including implementation, managed recovery engagements and sales support.
  • Served as the primary contact point for all client-facing service delivery and program management responsibilities.
  • Resolved customer satisfaction issues and led operations teams in support of daily messaging service delivery.
  • Facilitate response to and resolution of client-impacting incidents and events related to IT service delivery.
  • Led client remediation activities by implementing standardized tools and processes to stabilize client service delivery.

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2. Customer Service

high Demand
Here's how Customer Service is used in Service Delivery Manager jobs:
  • 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.
  • Increased self-management skills by sharpening organizational and customer service skills gained through extensive management training and on the job experience.
  • Promoted Verizon's service excellence by exceeding customer service order expectations and ensuring customer confidence in Verizon's on-time delivery.
  • Managed specialists who provide assistance and guidance to Technicians and Customer Services Representatives relative to Dell Policies and Procedures globally.
  • Created and implemented a process improvement program which delivered customer service and process improvements many leveraged by other regions.
  • Delivered end-user service offerings and implemented Service improvement plans to improve customer service, increase productivity and improve quality.
  • Partnered with marketing to implement strategic changes, supporting scripting changes and monitoring customer service representative's conformance.
  • Delivered exceptional customer service experience for a start-up mobile provider catering to international business (enterprise) travelers.
  • Performed customer service rides to ensure that contracted drivers were meeting company customer service expectations and safety standards.
  • Provide world-class customer service in multiple locations simultaneously by administering operations and assuring appropriate procedures are in place.
  • Exceeded customer service attainment targets by implementing daily incident review / correction process with India delivery teams.
  • Team performance recognized via Internal Customer Service Awards with consistent top ranking for incident resolution and performance.
  • Managed a team of 7 Customer Service Representatives responsible for daily customer interaction and processing of data/reports.
  • Provide exceptional customer service while migrating customer base to a branded remote monitoring and management solution.
  • Provide customer service leadership with regards to all facets of customer contact and operations analysis.
  • Determine gaps between managements' expectations of customer service levels and actual delivery levels.
  • Received multiple customer commendation letters, and management recognition award for excellent customer service.
  • Developed customer relations and provided superior customer service and technical support to client.
  • Participated in Company strategic initiatives with the prime focus on excelling customer service.

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3. Infrastructure

high Demand
Here's how Infrastructure is used in Service Delivery Manager jobs:
  • 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.
  • Managed product deployments, data migration and transformation, infrastructure (network connectivity, storage requirements, processing requirements).
  • Managed multiple projects related to infrastructure design, support, and build-out for worldwide chemical company and International banking organization.
  • Assumed operational authority for financial reporting and audit of billable metrics, technology infrastructure, and business process creation/improvement.
  • Defined call strategies and data center requirements based on newest Cisco infrastructure and Cisco's Advanced Quality Manager application.
  • Reduced critical infrastructure failures by 20% by conducting timely root cause analysis reviews and implementing tactical system improvements.
  • Developed and maintained work, communication and escalation processes for service delivery between IT application and infrastructure teams.
  • Liaised with outsourced telecommunications vendor to perform annual Disaster Recovery (DR) testing of retail network infrastructure.
  • Led a project of eliminating all infrastructure and application single point of failures and supported Enterprise redundancy verification.
  • Managed and lead Information Technology Infrastructure/Operational services negotiations with vendors across the United States and Latin American countries.
  • Created and presented bi-weekly Server Infrastructure Status presentations to my clients Senior IT Management and Executive Management teams.
  • Work collaboratively with application development and support teams to document critical dependencies between applications and on underlying infrastructure.
  • Key facilitator within the Workplace infrastructure organization acting as a bridge between local in-country organizations and central groups.
  • Key contributor to an 18 month MidRange Optimization program which created a foundation infrastructure for a service/domain architecture.
  • Provided leadership to functional areas including platform infrastructure and hosting, global service support and client integration.
  • Assessed infrastructures and applications and recommended solutions for upgrading the infrastructure and application to meet business needs.
  • Delivered a solid audit-compliant infrastructure that passed both internal and external audits with no deviations or findings.
  • Included project planning, status reporting, and monitoring infrastructure activities for major deployments and network enhancements.
  • Developed and documented the transition strategy and plan in collaboration with Schneider infrastructure organization and application teams.

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4. Project Management

high Demand
Here's how Project Management is used in Service Delivery Manager jobs:
  • Project Management experience with business intelligence/data warehousing.
  • Mentored individuals in project management methodology
  • Handled end-to-end project management including receipt and processing of disconnect requests, assignment and management of tasks, and weekly/monthly reporting.
  • Performed Project Management preliminary review and executive summary document creation, budget and resource Estimation, Decision Analysis and Risk Assessment.
  • Analyze existing project management methods to promote effective operations through standardization, improvement, simplification, discontinuance, or other methods.
  • Provided project management for the implementation and execution of new/upgraded information systems including analysis, implementation, deadlines and accountability.
  • Implemented strategic initiatives such as project management methodology, peer review, code reviewing, and standardized requirements gathering.
  • Advise senior management on operations project management and serve in leadership roles on projects with high operational visibility.
  • Provided project management and software management leadership cutting across multiple organizations and interfaced globally with other IT Managers.
  • Established methodology governing project execution using corporate PMI-based project methodology standards and industry-based Scrum project management best practices.
  • Functioned as subject matter expert in Business Development; Program/Project Management; Engagement Management; Application Outsourcing.
  • Enhanced staff ability to achieve PMP certification by co-facilitating project management methodology training for approximately 100 associates.
  • Project Management in the development and deployment of computing architecture strategies in support of Boeing business objectives.
  • Developed PMBOK based project management processes and EVMS processes utilized by all other global transition and implementation teams
  • Project troubleshooting at GMAC account, including remedial project management for a financial data warehousing application.
  • Service Delivery Management and Project Management, my current assignment encompasses responsibilities within Boeing Information Technology.
  • Project Management - Oversaw extensive portfolio of projects, balancing business demands with corporate executive direction.
  • Defined and mapped Project management governance, resource gap analysis, financial risk analysis and assessment.
  • Work across the organization to ensure customer satisfaction through project management and service improvement initiatives.
  • Used Project Management Methodology including change management to manage & track project opportunities and risks.

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5. Process Improvement

high Demand
Here's how Process Improvement is used in Service Delivery Manager jobs:
  • Championed quality testing initiative to identify and implement process improvements resulting in increased first time quality, efficiency and customer satisfaction.
  • Maximized utilization of OR team resources by developing and implementing OR process, including metrics that informed opportunities for process improvement.
  • Worked directly with the client to help identify and define strategic architecture and process improvement opportunities to enhance overall business performance.
  • Developed an Issue Tracking database to facilitate reporting and trending analysis of escalated issues, resulting in significant process improvement.
  • Spearheaded process improvement efforts by proactively planning and effectively handling problem and change management while providing ongoing customer support.
  • Implemented process improvement initiatives utilizing Lean Six Sigma methodology and collaborating with Process Analysts/tower resources to improve ticket handling/routing.
  • Evaluated and resolved root cause of repetitive process improvement issues, which improved efficiency and expedited month-end processing time.
  • Developed feedback mechanism between engineers and analysts and customer support teams that led to documented process improvement strategies.
  • Process improvements implemented resulting in streamlined processes, increase in systems reliability and decrease in incidents and outages.
  • Develop and implement global common process improvements for existing product/service line resulting in improved performance and reduced expenses.
  • Developed processes and procedures through the implementation of a corporate Service Delivery Excellence business process improvement model.
  • Managed division-wide operations process improvement project tasked with reducing cost and inefficiencies in Planned Service Agreement delivery.
  • Fostered process improvement and overall client satisfaction in consultation with multiple levels of management within banking institution.
  • Leveraged Process Improvement Framework to reduce service delivery cycle times, defects and improve customer satisfaction.
  • Prepared a process improvement plan to simplify the customer experience for prioritizing and reactivating support incidents.
  • Conducted process improvement events to identify process gaps and streamline processes to generate additional revenue.
  • Provide direct guidance to management while driving continuous process improvements and increase in resource productivity.
  • Analyze current procedures, in order to effectively introduce process improvements, when necessary.
  • Identify gaps in current processes providing opportunities for lessons learned and continuous service/process improvements.
  • Identify and implement key process improvements with purposeful motivation toward improving client service delivery.

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6. Client Relationships

high Demand
Here's how Client Relationships is used in Service Delivery Manager jobs:
  • Helped grow business by fostering existing client relationships and grow incrementally by creating new client relationships.
  • Developed and managed dedicated service team focused on restoring key client relationships with high-touch service.
  • Demonstrated exemplary interpersonal skills with client relationships to identify expectations and mitigate program risks.
  • Employed excellent communications skills, cultivating and deepening positive working client relationships.
  • Identified growth opportunities within existing client relationships and developed expansion proposals.
  • Communicated project outcomes to clients while fostering and managing client relationships.
  • Developed and maintained client relationships to expand client service delivery.
  • Managed consultant and client relationships to ensure project continuity.
  • Develop long term client relationships by exceeding customer expectations.
  • Managed demanding client relationships and contract management.
  • Managed and maintained existing client relationships.
  • Act as a consultant in ongoing client relationships to ensure retention of the client and resolution of service issues.
  • Maintained strong client relationships in order to deliver increased contract renewals and growing revenue streams within existing accounts.
  • Managed and participated in projects related to the improvement of operational procedures, client relationships, and services.
  • Recommended to Director of Leaves department due to reputation for building strong client relationships within insurance industry.
  • Build and maintain client relationships, engage in negotiating contracts, terms for product and services.
  • Created strong client relationships by working with them to make sure their business goals are met.
  • Developed effective client relationships which led to high client satisfaction scores.
  • Managed client relationships, IBM desk support team and related escalations.
  • Conduct high-level planning with clients and foster positive client relationships.

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7. Itil

high Demand
Here's how Itil is used in Service Delivery Manager jobs:
  • Managed several successfully complete upgrades/data center migrations for SAP Infrastructure including production servers using ITIL V3 methods and Best Practice.
  • Evaluated and documented inefficiencies by performing gap analysis in existing processes and recommended specific improvements based on ITIL best practice.
  • Supervised incident and problem escalation to resolution, and identified continuous improvement opportunities using ITIL best practices.
  • Created Service Transformation Strategy by incorporating ITIL Standards and industry standard best practices for IT Infrastructure management.
  • Implemented ITIL aligned severity classification for all Incident tickets which improved initial assessments and reduced escalations.
  • Implemented ITIL-based best practices that significantly increased mean time between failures of critical production systems.
  • Collaborated with outside vendor counterparts and re-defined ITIL Governance Model for newly integrated company.
  • Succeeded in transitioning new process and ITIL methodology for global continuity and streamlining.
  • Documented and integrated new ITIL operational process framework for a federal hosting center.
  • Followed ITIL concepts for process improvements and standard operating procedure.
  • Developed Service Delivery Reference Manual to meet ITIL requirements.
  • Maintain awareness of enterprise-wide service issues surrounding ITIL.
  • Provide recommendations on process improvements involving ITIL methodology.
  • Implemented process improvements utilizing ITIL foundation framework.
  • Boosted ITIL-based service and customer satisfaction metrics by nearly 40% as a result of implementing procedures for IT incident monitoring.
  • Managed network engineering, system security, web hosting, technical support, continuous process improvement, and ITIL-based change control.
  • Stabilized key client account by enacting ITIL based principles, deepening client relationships, and helping secure long-term client contract.
  • Managed the coordination and implementation of various change orders and contract amendments in accordance with ITIL based change management processes.
  • Provided guidance on ITIL Processes to other group IT functions and was accountable for the quality of the complete process.
  • Served as key focal point for all financial and budgetary activity and ensured ITIL policy, procedure and control adherence.

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8. Technical Support

high Demand
Here's how Technical Support is used in Service Delivery Manager jobs:
  • 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.
  • Provide advanced level technical support and consultancy services on production operations systems.
  • Collaborated with technical support teams to develop and execute strategic solutions.
  • Provided technical support to business users regarding business applications and processes.
  • Supported new customer implementations and provide technical support for applications.
  • Provided account leadership/direction and technical support.
  • Created and maintain technical support documentation, account support documentation, and work to continually review and ensure support contact baselines.
  • Attended meetings/conference calls with sales, technical support and managers to review status of pending orders and new projects.
  • Provide 24x7 system support for business network as well as technical support for process control and manufacturing equipment.
  • Provided sales, customer care, and technical support to voice and data infrastructure and health service care providers
  • Single point of contact for all application services and technical support as brought forward within service domain scope.
  • Led weekly calls and drove solutions with the global technical support teams, customer representatives and sponsoring executives.
  • Answer technical support / maintenance questions for client / server operations, printer maintenance, network installation issues.
  • Provided leadership, motivation, and support for 3 2 four junior managers and 63 technical support professionals.
  • Coordinated the transfer of information, requests, and updates between clients and internal technical support teams.
  • Provide ongoing design, decision, technical support, and guidance to the Physician and Clinician staff.
  • Provided technical support as needed while following up with customers who experienced repeat calls for same issues.
  • Managed all US bank equipment refresh projects from monitoring and remote technical support for 200+ field technicians.
  • Coordinated and participated in crisis management, reducing response time of technical support teams to 30 minutes.

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9. Desktop

high Demand
Here's how Desktop is used in Service Delivery Manager jobs:
  • Assisted in bidding for Telecommunications and Desktop/server projects National Network Manager The management of independent ATM network expanding into Petroleum/Hospitality localities.
  • Designed and implemented comprehensive data analysis of enterprise-wide PC Health Survey, leading to dramatic improvements in desktop support and quality.
  • Collaborated with Distributed Systems and Computer Operations for code updates, desktop deployments, and timely production issue resolution.
  • Improved accuracy of Desktop and Laptop inventory tracking that provided for an enriched delivery system of equipment to customer.
  • Managed end-user computer platform, business and clinical applications, security, and desktop administration.
  • Supervised the Executive DBR activities at various locations for desktop and server Business Continuity exercises.
  • Staff engaged in Desktop Support, Server Administration and Telecommunications operations.
  • Managed teams supporting network, desktop, voice/video communications and operations.
  • Implement new imaging and desktop management solution throughout enterprise.
  • Automated virtual desktop reclamation process improving compute capacity constraints.
  • Develop, implement, and manage corporate images, software deployment services and processes, and desktop / mobile device management.
  • Manage team of remote field service agents providing 24x7 support for commercial grade scanners, desktops and various custom/commercial software applications.
  • Negotiate Contracts and Leases for Phone and Cell Phone Services, T1 Lines, Desktop / Laptop Computers and Office Machines.
  • Support of operating system platforms IBM mainframe, AIX and UNIX, Windows and Linux, as well as desktop applications.
  • Developed best practice documentation for site support technicians to assure that SLA parameters for the desktop and printing environments were met.
  • Managed 45 field managers, 30 Resource Coordinators, and 850 field engineers for on-site desktop support and service delivery.
  • Acted as hands-on Level 2 Windows, Mobile, and Virtual Desktop support, providing remote support for Branch offices.
  • Developed processes, procedures, and guidelines for the efficient delivery of desktop support services and related technical support systems.
  • Handled user problems and inquiries, managed nightly batch processing and troubleshooting of network, system, and desktop problems.
  • Managed activities for 20 technicians providing desktop and server support at 4 sites for Chase Manhattan Bank in lower Manhattan.

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10. SLA

high Demand
Here's how SLA is used in Service Delivery Manager jobs:
  • Work with senior management to prioritize activities and achieve defined objectives and effectively translate operational requirements into technical solutions.
  • Managed customer expectations and ensured escalation procedures are followed with focus on the customer SLA to secure customer satisfaction.
  • Improved current SLA requirements while providing diligent customer support by minimizing escalations to management and maximizing resource skills.
  • Produced management reporting structure, detailing SLA attainment by business line and providing for improved client satisfaction.
  • Coached data capture criteria, categorization and analysis techniques to convert raw data into SLA driven information.
  • Ensured that technical resources adhered to contract obligations and performed adequately against customer contract SLA's.
  • Coordinate with solution managers, project managers and customers to ensure continuous service availability per SLA.
  • Provided SLA monitoring and reporting, outage notification, escalation, and service restoration management.
  • Slashed 30 days from time-to-value by redesigning software implementation methodology for the company.
  • Translated business goals, feature concepts and customer needs into prioritized technical requirements.
  • Coordinated and communicates migration activities with Application Owners including migration SLA's.
  • Engaged customers and maintained relationships enabling translation of requirements into technical solutions.
  • Guided service delivery and provided focus for SLA management and customer satisfaction.
  • Monitored/managed SLA, contract performance standards, client measurements and potential exposures.
  • Managed transition from project delivery to operations team and SLA contractual obligations.
  • Translate partner/client needs into technical specifications to provide accurate cost estimates.
  • Produced monthly reports on SLA performance and service improvement initiatives.
  • Evaluated individual and team performance against productivity and SLA objectives.
  • Provided client with daily statistical analysis reports of SLA activity.
  • Translated customer priorities and business direction into Verizon action.

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11. Data Centers

high Demand
Here's how Data Centers is used in Service Delivery Manager jobs:
  • Coordinated migration of servers for 15 applications into primary and backup data centers for disaster recovery.
  • Managed projects to migrate applications and associated data between data centers.
  • Led transition and operations management of Office Lab & Production support covering 5 labs and 5000 servers across multiple Data Centers.
  • Assist in writing many of the Bank of America network support policies and procedures for Critical Facilities and Large Data Centers.
  • Evaluate economic and environmental impact of upgrading or removal of client's aging hardware to the Data Centers and clients applications.
  • Led solution initiative for HQ and data centers; saved $270K+ in costs and avoided $400K+ in expenses.
  • Set vision, managed, and provided governance to global teams executing ITSM in support of Tier 4 data centers.
  • Provided support for the lift and shift of servers from the customer data centers to IBM data centers.
  • Facilitated all activities related to data centers coordinating as necessary between IT, vendors, and business units.
  • Managed 14,000 + Dell production enterprise systems in 3 major data centers for 10+ lines of business.
  • Managed the successful relocation of company data centers with zero downtime and zero data loss to business.
  • Supervised staff of 140 in 24/7 operations at ABN/AMRO global data centers, totaling 110,000 sq.
  • Managed decommission of client assets in IBM data centers in a reverse transition data center migration.
  • Managed multiple platform OS, HW, DB support teams in various US data centers.
  • Implemented a centralized monitoring solution across 140+ servers spanning 27 data centers across the US.
  • Map Fiber lines across the country to connect to Data Centers to the end user.
  • Participated in numerous transitions of Call Centers, PC support, and Data Centers.
  • Decreased the amount of Service Outage by 50% between two different data centers.
  • Led teams to consolidated Data Centers from multiple geographies into Shared Services Centers.
  • Developed a Disaster Recovery plan using SRDF to replicate data between data centers.

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12. Service Desk

high Demand
Here's how Service Desk is used in Service Delivery Manager jobs:
  • Developed and managed financial and operational controls to proactively support the Service Desk including responsibility for new business engagements and transitions.
  • Transitioned end-user support service desk offshore reducing operating costs and improving bottom line financial performance while maintaining stringent service level agreements.
  • Established a more business-aligned centralized service desk and a centralized Incident Management processes in conjunction with the corporate ERP roll-out.
  • Transformed Service Desk by instituting ITIL best practices, delivering high-quality IT services cost-effectively.
  • Managed Y2K readiness project coordinated and managed implementations of new service desk ticketing tool.
  • Supervised Service Desk for Americas, addressing approximately 85,000 incidents and requests annually.
  • Documented and standardized Service Desk incident/problem management procedures in alignment with ITIL framework.
  • Improved overall proficiency of service desk functions allowing for increased first call resolution.
  • Managed enterprise wide effectiveness and efficiency for Data Center Operations, IT Service Desk groups, and IT Asset Management group.
  • Service Delivery also includes the following functions: service desk, technical management, IT operations management, and application management.
  • Represented IT Service Desk in major company sourcing initiative, opening global operations service center in India that shadowed US operations.
  • Managed day to day service level at Service Desk supporting corporate office and 35 subsidiaries, (6 direct reports).
  • Full deployment resulted in an 18% reduction in global Service Desk call volume; an annual savings of $325K.
  • Manage service desk consisting of 138 locations globally and 10000+ end users with support locations in 23 client sites worldwide.
  • Provided oversight for the TCIS Secure Service Desk, managing staff providing Tiers I, II and III customer support.
  • Manage day-to-day activities of the service desk, HR, training, project management, and reporting and trend analysis.
  • Created service desk utilizing ITIL methodologies as well as tiered levels of support to produce 90% first call resolution.
  • Conduct focus group meetings with Business Partners, Engineering, Service Desk, to gather and document new system requirements.
  • Empowered Service Desk agents to open problem tickets from incidents trends and implemented new processes to identify potential risks.
  • Trained, coached and mentored Service Desk Specialists (Level 1 and 2), which including career development.

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13. Key Performance Indicators

high Demand
Here's how Key Performance Indicators is used in Service Delivery Manager jobs:
  • Managed station service and operational quality performance by analyzing key performance indicators, then adjusting and implementing procedures to improve performance.
  • Position responsibilities also include personnel management, as well as monitoring quality and meeting Key Performance Indicators.
  • Managed delivery of products/services to ensure that contractual agreements and key performance indicators were met or exceeded.
  • Conduct Governance Meeting with Home Depot program sponsor to review key performance indicators and improvement opportunities.
  • Developed and monitored a set of key performance indicators to measure efficacy of service delivery.
  • Ensured contractual Service Levels Agreements and Key Performance Indicators were achieved, avoiding financial penalty.
  • Supported the portfolio project executive by managing key performance indicators and metrics.
  • Establish Shared Service Organization Service Level Agreements & Key performance indicators.
  • Developed Service Level Agreements, Key Performance Indicators and associated metrics.
  • Generated quarterly business reports on client service and key performance indicators.
  • Conducted data analysis and tracked Key Performance Indicators involving extensive use of MS Excel along with basic use of MS Access.
  • Integrated MS Project Schedules and Key Performance Indicators reflecting project schedule, revenue, and client status for executive leadership.
  • Established metrics, key performance indicators and service level agreements that translated into cost-savings and performance of IT service delivery.
  • Deliver on Key Performance Indicators (KPI's) and service commitments to continually manage cost and quality performance.
  • Tracked Key Performance Indicators (KPI's) and provided Enterprise Service Organization management with status and business reports.
  • Improved the functionality of the management report tools using IM247 to produce effective Key Performance Indicators
  • Calculated Key Performance Indicators (KPI's) and hosted monthly meetings with IT Directors.
  • Manage a team of Customer Service Agents ensuring that all Key Performance Indicators are met.
  • Managed business and resources to meet all Key Performance Indicators (KPI's).
  • Established key performance indicators for customer support issue tracking and phone system metrics.

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14. Business Units

high Demand
Here's how Business Units is used in Service Delivery Manager jobs:
  • Provide accountability for executing the project management methodology post implementation for all assigned Clients spanning multiple products and business units.
  • Maximize Fujitsu revenues through product and services development opportunities achieved by liaising with representatives from various customer business units.
  • Reduced monthly cost of Wireless recurring bills for Business units by negotiating pooling plans and optimization of services with vendors
  • Created and maintained performance reporting system to recognize local area business units for excellence in achieving business goals.
  • Established and maintained positive working relationships with other business units by designing and implementing appropriate escalation channels.
  • Project Manager in coordinating with various business units to successfully upgrade expired workstations within the given deadlines.
  • Participate in strategic planning across business units to improve service delivery and introduction of new solutions.
  • Served as the primary customer advocate while protecting business units financial and operational interests.
  • Manage and develop technology innovations within software development and customer service business units.
  • Facilitate relationships with internal IT business units on broad-scope integrated product implementations.
  • Devised contingency and disaster recovery plan for all business units.
  • Maintained relationship between business units and IT department.
  • Retained excellent relationship with customer and Business Units.
  • Service is designed to help business units adapt and adopt new technologies and collaboration best practices in all global regions.
  • Pioneer the integration of staff from independent business units into one delivery team, with more than 200 people assigned.
  • Created and managed more than 30 Project and Resource Requests annually for multiple business units from initiation through invoicing.
  • Managed all aspects of IT affecting flight testing and plane delivery to airlines (~10,000 customers/ 2 business units)
  • Established excellent client relations with Consumer Deposits, Credit Card, Home Loans and Merrill Lynch business units.
  • Service Delivery Manager - North America Oversee all aspects of service delivery for North America business units.
  • Developed an understanding about strategic direction of the account as it relates to function and business units.

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15. Service Level Agreements

average Demand
Here's how Service Level Agreements is used in Service Delivery Manager jobs:
  • Researched and resolved outstanding client concerns, increasing compliance with service level agreements and resulting in substantial improvements in client satisfaction.
  • Ensured contract compliance, monitored performance against established service level agreements, and implemented performance improvements as needed.
  • Maintained department quality and consistency with compliance to State and Federal Regulatory agencies and contractual service level agreements.
  • Implemented standard operating procedures as well as developed and enforced service level agreements at an enterprise level.
  • Developed and maintained contractual remediation tracking tool used to document evidence and adherence to Service Level Agreements.
  • Supervised the field service operation to ensure contracted service level agreements were met and increased customer satisfaction.
  • Managed multiple areas including contract management, service level agreements, program reporting and governance reviews.
  • Provide weekly and monthly reports on implementation goals and progress including contracted service level agreements.
  • Manage Service Level Agreements and Service delivery levels maintaining a satisfactory rating with the customers.
  • Guaranteed compliance with contracted Service Level Agreements by managing and reporting on related activities.
  • Enhanced vendor relationships through pro-active management and monitoring of contracts and service level agreements.
  • Maintained contractual Service Level Agreements and customer satisfaction levels at or above company standards.
  • Documented critical systems and partnered with the business leaders to develop service level agreements.
  • Negotiated all client service level agreements and managed delivery of services to contractual obligations.
  • Managed resolution of high visibility outages, customer communication for Service Level Agreements.
  • Service Level Management - Communicated progress and managed compliance to Service Level Agreements.
  • Defined service level agreements, developed and instituted measurement and reporting methodology.
  • Managed vendor compliance with audit requirements and service level agreements.
  • Monitor and manage Service Level Agreements and quickly react to any issues which may impact customer satisfaction or financial SLA impacts.
  • Developed, negotiated and brought to signature penalty bearing Service Level Agreements (SLA's) working directly with my clients.

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16. Incident Management

average Demand
Here's how Incident Management is used in Service Delivery Manager jobs:
  • Merged multiple incident management systems into single system; standardized reporting and facilitated tracking of metrics.
  • Managed Contact Center Consolidation, including transition and integration of Incident Management Process and tool alignment.
  • Process Architecture - Developed operational aspects of Incident Management and major incident handling and communications.
  • Developed an end-to-end change process and incident management process that integrated with customers operational processes.
  • Single point of contact for incident management and centralized coordinator of all remediation efforts.
  • Recognized by IBM s Project Executive leadership as excellent manager during major incident management.
  • Defined and rolled out standard communication template as part of enhanced incident management process.
  • Lead communicator for reporting of incident management activities, service interruptions and restorations.
  • Designed and implemented several operational incident management playbooks specific to lines of business.
  • Implemented processes for Incident Management, Request fulfillment and Service Level Management.
  • Publish weekly and monthly Major Incident Management metrics report to senior management.
  • Created all Incident management documentation and process for facilities and managed systems.
  • Engaged in disaster recovery planning, incident management and resolution.
  • Provided end-to-end ownership of and adherence to incident management process.
  • Coordinated problem/incident management processes and customer SLA compliance.
  • Coordinated crisis management through Incident Management issues.
  • Designed and implemented the Incident Management Process, in response to a need to better address our clients' high-severity tickets.
  • Focus areas were change and incident management, risk management, issue tracking, customer communications and IBM internal processes.
  • Own the Incident Management process in the interest of the Customer Reduced disruption for IT support staff and End Users.
  • Used corporate incident management system to record and track all support work and maintained accurate records on all pending issues.

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17. Asset Management

average Demand
Here's how Asset Management is used in Service Delivery Manager jobs:
  • Insured completion of required Hardware Asset Management documentation ranging from customer documentation to internal desk side processes.
  • Restructured asset management space and led projects minimizing liability, achieving consistent 99% accuracy.
  • Managed competency teams and provided work direction for capacity and asset management.
  • Facilitate proper disposal of surrendered vehicles with Asset Management and Auction Departments.
  • Spearheaded the collection and documentation of machines during asset management process.
  • Conducted meetings with Infrastructure management teams to ensure that existing tools, processes and procedures supported the established Asset Management processes.
  • Worked with global asset management teams to transition from multiple existing tools and processes to a new single tool and process.
  • Implement new BMC Remedy 8.1 installation (Incident, Asset management, CMBD, Service Catalog, etc.)
  • Managed the IBM Global Account for worldwide Incident, Problem, Change (IPC) and Asset Management Application.
  • Supported accurate hardware and software asset management accounting control, reducing large amount of maintenance cost on annually basis.
  • Created the staffing model, including rolls and responsibilities, for the global software asset management team.
  • Reviewed and directed IBM services for asset management compliance with customer contract, ensuring SLA compliance.
  • Established processes for support, problem and change management, server updates, and asset management.
  • Project managed the creation and design of a Software Asset Management database to track client assets.
  • Collaborated with IBM on reconciliation of the Team for Texas inventory and asset management using Remedy.
  • Worked with client and IBM competency teams, enhancing asset management process flow and reporting.
  • Oversee the asset management process for IT hardware, software, and related equipment.
  • Established new IT Asset Management processes ensuring enterprise wide compliance with licensing terms.
  • Identify areas for cost savings / proper asset management / improved user experience.
  • Developed and deployed transition asset management processes, given limited resources and tools.

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18. Problem Management

average Demand
Here's how Problem Management is used in Service Delivery Manager jobs:
  • Maintained organizational continuous improvement plan; implemented proactive problem management process and closed 60+ problem records in previous 8 months.
  • Provided integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes.
  • Provided oversight for the problem management team and ensured adherence to the approved Problem Management processes utilizing performance reporting.
  • Refined Incident Management documentation to facilitate Problem Management and provided documentation for Problem & Service Level Management Processes.
  • Managed delivery of Incident and Problem Management services including the achievement of all service levels and key measurements.
  • Defined tracking of Incident Management, Problem Management and Service Definition Catalog for team.
  • Initiated efforts in implementing the problem management program that drove stability within the enterprise
  • Served as the gatekeeper for incident/problem management functions and rogue corporate announcement emails.
  • Implemented process improvement initiatives, including redefining the Problem Management procedure.
  • Facilitated problem management reviews and significantly reduced infrastructure incident recurrences.
  • Facilitate Problem Management by overseeing Third Party Vendor device replacements.
  • Provide expert support using Problem Management procedures and processes.
  • Document all problems in Clarify problem management software.
  • Managed the incident/problem management process.
  • Provided oversight for the Problem Management team and acted as an escalation point to expedite RCA, Problem resolution and prevention.
  • Serve as ITIL specialist and ensure ITIL adherence in Request Management, Problem Management, Change Management, and Knowledge Management.
  • Engaged in Release management, Problem management, and Change Management as the Product Manager for Controlling Module in SAP.
  • Produced metrics and SLA reports for critical capabilities that include Incident, Service Request, Change and Problem Management functions.
  • Oversee and coordinate incident, change and problem management processes as well as major project delivery efforts for the platform.
  • Design the escalation path for these newly supported areas, including Problem Management System (BMC FootPrints) modifications if necessary

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19. Direct Reports

average Demand
Here's how Direct Reports is used in Service Delivery Manager jobs:
  • Perform annual performance/compensation reviews once a year for direct reports.
  • Managed Core Technology initiative which included 20 direct reports.
  • Provided effective communication to my direct reports.
  • Managed 15 direct reports, 10 virtual lobbies, and 6 manned lobbies, including the Executive Building at Cisco HQ.
  • Provide input for new ideas and processes and manage change as new processes are roll out to my direct reports.
  • Managed a field services team consisting of 6 direct reports who supported 335 locations and approximately 1700 network users.
  • Direct reports included 1 Transportation Manager, 6 Operations Supervisors, 1 Transportation Analyst and Region Administrative Personnel.
  • Manage 11 direct reports with full selection and hiring authority for the promotion of existing and new employees.
  • Managed and trained a team of 30 direct reports with special emphasis on quality and results.
  • Provided coaching, training, mentoring to direct reports and peers within the customer care organization.
  • Provide one-on-one coaching to direct reports with a goal of developing them to their full potential.
  • Manage staff of 15 Managers and 197 indirect reports in support and implementation for outsourcing services.
  • Trained, supervised, evaluated, and facilitated performance review for over 38 direct reports.
  • Managed 16 direct reports and the implementation of Server Cluster design and implementation of ADS/Exchange.
  • Service Delivery Manager for large, and complex groups consisting of 80+ direct/indirect reports.
  • Provided direction to a talented logistics team of 11 direct reports and 8 buildings.
  • Manage and analyze variation among my direct reports to meet and exceed business goals.
  • Mentored/trained direct reports to enable team to provide top best-in-class service to the users.
  • Managed the Tandem Systems Team at the Data Center with 5 direct reports.
  • Hired, trained, coached, mentored and evaluates performance of direct reports.

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20. Cloud

average Demand
Here's how Cloud is used in Service Delivery Manager jobs:
  • 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.
  • Developed support structure and procedures for cloud environments.
  • Directed the procurement, and implementation of all phases, of a cloud based disaster recovery facility for Smart Grid operation.
  • Work with executives and senior managers to design, plan and deploy software solutions in the cloud or at customer locations.
  • Analyzed Cloud based solution for internally hosted applications and guided the team to implement cloud based solution (SAAS).
  • Provided leadership for multiple groups: Customer Support & System Operations, SaaS & Cloud teams and Business Analysts.
  • Collaborated for successful execution to migrate 20K email accounts to cloud-based service, bringing reduced business costs to customer.
  • Work with cloud and IT engineering teams for project analysis, development and client transformations to virtual space.
  • Managed migration and consolidation of all Microsoft Core Cloud Services for the American Airlines and US Airways merger.
  • Led a successful project moving the service from the cloud (Remedy On-Demand) to an internal platform.
  • Involved in Architecture, Design and Implementation as Client moves more towards a Cloud based IT infrastructure.
  • Developed new Private Cloud Platform from legacy system to move forward with Accenture vision for future business.
  • Planned and organized a project for a 2 year Cloud computing transition of SAP hosting services.
  • Project includes managing security & operations for cloud based federal health care exchange projects.
  • Managed Cloud/SaaS applications deployment in the past 3 years and SAP projects before that.
  • Project managed pilot project to convert from on premise email to cloud Office 365.
  • Identified and migrated servers and applications to global data center and hosted cloud solutions.
  • Service Manager of the Accenture Private Cloud in the North American Delivery Center.
  • Involved in PCI standards setup for new hospitality industry clients on Cloud Platform.

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21. Service Management

average Demand
Here's how Service Management is used in Service Delivery Manager jobs:
  • Position entailed continuous improvement of Service Management processes through analyzing, creating recommendations and overseeing the implementation of the following improvements.
  • 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.
  • Completed an ITIL Service Management maturity assessment of current Service Delivery and Support processes and procedures.
  • Led service management support for 300+ new business pursuits globally; showcased innovation and differentiating features.
  • Participate in implementation project for Remedy with all service management modules, including Change.
  • Provided training in and promoted adoption of service management best practices across the organization.
  • Designed and implemented a daily and monthly reporting process for pro-active service management.
  • Streamlined transitions and reduced transition costs by leading standard Service Management template implementations.
  • Collaborate in the Information Technology Service Management policy guidelines ITIL best practice.
  • Owned and created service delivery and service management performance review presentations.
  • Governed Mainframe Service Management to ensure vendor adherence to contractual obligations.
  • Introduced consulting-based approach to project and service management.
  • Collaborated with IT Service Management Groups and Vendor Operations Teams to improve client self-help tools and implement long-term trend reduction solutions.
  • Leveraged ITIL best practices in the course of designing, implementing, and the ongoing oversight of IT Service Management processes.
  • Directed end user compute, network, and server resources supporting clients utilizing ITIL best practices of IT Service Management.
  • Negotiated vendor management disputes, resulting in positive business outcomes, $80K cost savings, and service management improvements.
  • Directed service management and all competency personnel to maintain high focus on business controls for $10M retail client.
  • Engaged from Opportunity Definition case through Solution Execution for small and large Infrastructure upgrade and Service Management projects.
  • Service management concepts, practices, and procedures including standards such as ISO 20000, ITIL, ITSM.

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22. Unix

average Demand
Here's how Unix is used in Service Delivery Manager jobs:
  • Achieved consistently strong Resource Engagement metrics balancing temporary requests for UNIX expertise with ongoing customer commitments.
  • Maximized capacity by researching performance problems in collaboration with Unix teams.
  • Managed UNIX and End User Computing delivery teams consisting of approximately 80 onshore and offshore technical resources supporting over 40 customers.
  • Project Program Manager for the execution of all revenue driven infrastructure projects within the SAP (AIX/UNIX) and AS400 towers.
  • Directed project implementations and operations and led team of 16 MS/UNIX Systems Engineers and 50+ technical resources to deliver global services.
  • Identified as Incident Manager and problem for account * Tower manager for Intel, Unix, and desk side.
  • Supervised all personnel on the UNIX, NT, Call Center and Network Teams assigned to shift work.
  • Created, evaluated and submitted reports to management on performance of Intel, UNIX and AS400 platforms.
  • Managed Windows and Unix (Physical / Virtual) server installations and decommissions for clients.
  • Served as SDM for the UNIX & Mainframe platforms during a period of transition.
  • Managed UNIX/LINUX data center operations and stakeholder relationships for a Fortune 500 client.
  • Managed a team of 18 professional UNIX and Windows system administrators.
  • Racked, installed and configured Cisco switches and Unix servers.
  • Managed several Refresh Projects (Windows/Linux/Unix and Databases).
  • Have leaded the Unix COE team for company.
  • Perform Extensive User Unix Administration and setting controls guidelines and security., risk manager and adhering tand guiding team o compliance.
  • Ensured a steady-state process was achieved after the migration of Sun's IBM legacy systems to a UNIX-based Oracle database system.
  • Managed Technology upgrade of entire hosting environment (network, database, Wintel, Unix, WAN/LAN, storage).
  • Result was a worldwide implementation of a heterogeneous environment that included Novell NetWare, NT, and UNIX.
  • Supported UNIX and Linux servers, the platform of Macy's Ecommerce environment.

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23. HR

average Demand
Here's how HR is used in Service Delivery Manager jobs:
  • Navigated through diversity building individual and team morale and productivity to successfully complete the corporate change policy project according to mandate.
  • Assisted with automation of back office processes through auto-reports and web tool access resulting in improved efficiency and more customer-facing activity.
  • Coached and developed associates through various channels, increasing proficiency and performance in role while ensuring exceptional customer service was provided.
  • Drive business improvement in revenue goals through development of incentives and productivity improvement plans for contact center and its personnel.
  • Manage client relationships through the delivery of all contractual obligations with the objective of exceeding expectations and capturing demonstrable results.
  • Developed and implemented a Design for Six Sigma initiative to consolidate three separate project pipeline teams into a single organization.
  • Included development of business metrics to bolster business performance through the use of Time-To-Market, Management-By-Fact and quality tools.
  • Modified IT Software Development Life Cycle processes by introducing three significant process changes that streamlined processes and improved project implementations
  • Enhanced internal Business Unit awareness through increased and high-quality communications pertaining to outages, changes and overall infrastructure initiatives.
  • Lead effort eliminate chronic system failures resulting sustained availability of production systems exceeding availability expectations of 99.6%.
  • Interfaced and worked closely with Service delivery and Security organization and supporting various projects coming through engineering.
  • Recommended strategies to implement business process improvements through automation solutions, while maintaining achievable, cost-effective solutions.
  • Reduced and phased out unneeded systems through combining functionality and replacing with more business compliant systems.
  • Implemented site operational readiness of new or transitioning clients through trend analysis and direct recovery initiatives.
  • Orchestrated the global strategic vision of an expanding customer's investment portfolio through industry focused innovation.
  • Selected by executive management to attend Northrop Grumman's annual corporate program management seminar.
  • Collaborated closely with support teams through motivation and mentoring, fostering adaptive internal relationships.
  • Conducted effective performance evaluations and mentored HP technicians through formal and informal channels.
  • Managed training communications in a matrix environment throughout all levels of client organization.
  • Improved customer satisfaction through resolving issues to promote individual and overall team performance.

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24. Sharepoint

average Demand
Here's how Sharepoint is used in Service Delivery Manager jobs:
  • Established SharePoint site for service level management visibility, and to increase efficiency in prioritization of service requests for release management.
  • Designed and maintained 12 Network Services SharePoint collaboration sites, including revamping role-based access to address privileged access requirements.
  • Designed and implemented SharePoint solution for housing documents and reports which increased efficiency of North America Technology Departments.
  • Managed deployment and support of custom SharePoint application used by Compliance and Marketing for collateral development and filling.
  • Manage SharePoint implementations, Manage proposals, contract negotiations, and manage contract administration.
  • Utilized Project Server and SharePoint for complete project improvements for lean improvements across business.
  • Demonstrated effective collaboration with peers to maintain and update team SharePoint repository.
  • Developed a SharePoint-based project delivery framework to standardize project delivery.
  • Build and maintain SharePoint community and Wiki for communications.
  • Create and maintain documentation within a SharePoint environment.
  • Designed and administered SharePoint sites.
  • Managed processes through Microsoft SharePoint.
  • Managed Office 365 expansion projects for ANSI-D, SharePoint online, and Azure/WAAD service expansion for new and existing enterprise customers.
  • Identify, document, and managed resolution over product bugs in O365, Azure, Office 2013, and SharePoint Online.
  • Designed and constructed a SharePoint site to successfully support the Sales Information Gateway for the Business Intelligence Global Delivery area.
  • Maintained and integrated the transition of releases from the UAT environment to the Production environment for SharePoint and MQ Series.
  • Establish SharePoint 2010 Team Project sites, Project document repositories, milestone, issue and risk tracking and reporting.
  • Managed the migration and decommission of 350+ Lotus Notes databases to SharePoint, file share services and custom applications.
  • Trained new support personnel, created and maintained support documentation on the SharePoint, Wiki and knowledge management tool.
  • Led mentoring program for Project management certification candidates as well as Website, SharePoint and Wiki setup and updates.

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25. Management Process

average Demand
Here's how Management Process is used in Service Delivery Manager jobs:
  • Decreased failed changes and expedited changes significantly, driving positive customer satisfaction by revising Change Management process and meeting schedules.
  • Develop and integrate Life Cycle Management process for 15 applications and 5 infrastructure solutions to ensure continued manufacturer support.
  • Manage the Operations Documentation Management process, including maintenance of the Level 1 Operations documentation repository.
  • Developed escalation management process to quickly investigate, validate, and address customer complaints and escalations.
  • Established and implemented common account management processes, procedures and controls across all customer accounts.
  • Protect client systems availability through the Incident/Problem/Change Management process across steady state and transformation projects.
  • Provide oversight for implementation projects and release management process within Tax, Human Capital application portfolio
  • Revitalized the Crisis Management Process across multiple suppliers in support of Incident Resolution.
  • Initiated smoother Change Management process, prioritizing migration of business critical accounts.
  • Provide expertise in system support management and improve change management processes.
  • Initiate all agency change management processes and address any agency-supported incidents.
  • Designed and implemented problem and change management processes and procedures.
  • Conduct annual disaster recovery tests and handle the annual capacity management process, budgeting and forecasting for the needs state agencies.
  • Developed the Change management processes, strategies, and conducted stakeholder and impact assessments as well as devised appropriate plans.
  • Implemented a Change Management process for the SAP environment to reduce the risk of Vulnerability Changes within the environments.
  • Developed and Implemented Incident, Problem and Change management processes for Global Client Access supporting 9 major Application platforms.
  • Participate in key project reviews in support of IT service area operations and recommend quality management processes if required.
  • Executed incident, change and release management processes across all domains, implementing continuous improvement plans for all processes.
  • Created a Change Management Process, presented it to the client, and was adopted as Standard Practice.
  • Facilitated the training of the IBM and customer teams on Problem and Change Management processes and tool.

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26. Mainframe

average Demand
Here's how Mainframe is used in Service Delivery Manager jobs:
  • Supported elimination of Mainframe Software License penalties by implementing upgrades and decommissioning project completion.
  • Managed project client-server applications to improve network dial-in and mainframe connectivity.
  • Account focal for Problem, Incident and Change Management involving Mainframe and Distributed systems utilizing Service Now and Remedy IPC tools.
  • Collaborate with global SDM's and partner with managers of U.S. based support teams ensuring mainframe environment support standards are maintained.
  • Manage data center charges incurred for mainframe and AIX systems that are within the State Of Ohio Data center.
  • Led effort, optimizing Mainframe Systems and reducing environments by 40%, from 5 to 3 logical partitions.
  • Managed System Engineers and Project System Managers responsible for supporting supply chain applications on both mainframe and client-server platforms.
  • Coordinated the planning for Y2K preparation to address any potential with servers, network and mainframe equipment.
  • Managed Nokia IBM Mainframe Systems (Germany), including project oversight and cost reduction initiatives.
  • Project Managed $110 million dollar upgrade project of mainframes in 49 distribution centers.
  • Open multiple change tickets using Service Now for Mainframe / Project Changes.
  • Network Project Lead for Mainframe IP Stack Upgrade and Optimization project.
  • Implemented the Mainframe and AS400 Governance Program with the ACE customer.
  • Assisted in the development and implementation plan to separate client mainframe.
  • Coordinated Mainframe and Client Server Disaster efforts.
  • Lead mainframe incident resolution efforts when active production problems were encountered.
  • Managed a complex territory consisting of several platforms, including mainframe, midrange, printing systems, and 3890 check sorters.
  • Network Project Lead for deployment of XRC (eXtended Remote Copy) mainframe DASD mirroring network.
  • Project supported for front end and backend technologies like MainFrame and JAVA.
  • Led efforts for major upgrade of backup and recovery facilities to support 12 mainframe and 5400 midrange applications.

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27. PMO

average Demand
Here's how PMO is used in Service Delivery Manager jobs:
  • Fortified procurement process by implementing ICO requests for changes/renewals of PMO assets/contracts.
  • Supported senior management in the implementation of the organizations PMO initiative.
  • Improved budget administration by evaluating/validating monthly PMO financial information.
  • Designed and implemented a Project Management Office (PMO) while also managing the project with a total of 300+ resources.
  • Train Program Directors and Project Managers on PMO process documentation and PMI best practices that lay the foundation for improvement.
  • Participate in PMO and IT infrastructure services team meetings and discuss existing processes and procedures surrounding Incident and Change Management.
  • Worked with PMO to resolve issues, provide requirements, responses and requests for new services (RFS's).
  • Work with the Project Management Office (PMO) regarding project status (issues and risks management and reporting).
  • Supported senior management in the implementation of the organizations PMO initiative and served as IT representative on said team.
  • Oversee and manage PMO operations and provide leadership and guidance to PMs and IT department in solution delivery.
  • Defined, implemented and managed Processes, standards, frame works, templates for the PMO.
  • Acted as PMO Director to cover staff absences, voted divisions Top Manager in Q1 2011.
  • Provided dashboard reporting on budget, schedule, and resources to the PMO and client management.
  • Direct management responsibility for 13 PMO team resources at all levels including full-time employees and contractors.
  • Project Managed and led teams in conjunction with the PMO for global ERP and EPM initiatives.
  • Established infrastructure PMO for Americas Division to catalog, prioritize and source key business supporting projects.
  • Developed detailed dashboard templates for PMO to provide accurate reporting for senior bank management.
  • Manage recruitment, assessment, and service delivery to clients under the new PMO.
  • Manage all process requirements and documentation as required by TD's Technical PMO.
  • Reported and managed risks and issues to HPES EPMO and Client governance teams.

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28. Business Requirements

average Demand
Here's how Business Requirements is used in Service Delivery Manager jobs:
  • Worked with business management teams to document business requirements, establish budgets, and forecast projected financial impact of technology projects.
  • Introduced agile development practices (Scrum) to manage quickly evolving business requirements, increase productivity, and improve customer satisfaction.
  • Partnered with cross company managers defining functional business requirements and translating them into technical solutions meeting strategic and mission critical needs.
  • Evaluated business requirements for the City of Richmond and delivered a strategic solution allowing seamless integration of multiple software platforms.
  • Involved in translating business strategy into work programs and processes, suggest technological alternatives for different business requirements/environments.
  • Interfaced with Managing Directors and high-level clients for business requirements, project status and problem mitigation.
  • Defined business requirements for online ordering tool by partnering with developers and process management peers.
  • Worked independently to manage project teams to satisfy all business requirements and achieve desired results.
  • Developed and successfully tested new Disaster Recovery procedures and products to meet business requirements.
  • Provided business requirements for product innovation and ensured successful delivery of all client services.
  • Proposed business requirements to team members and wrote these business requirements upon acceptance.
  • Developed internal methodologies and processes to support and lead business requirements and solutions.
  • Partner with internal departments to ensure HCM related business requirements are understood.
  • Conducted functional, business, and/or technical research based on business requirements.
  • Reviewed business requirements, system specifications and training material for accuracy.
  • Worked with clients to determine project definition and business requirements.
  • Define and initiate quality initiatives needed to meet business requirements
  • Qualified business requirements and developed staffing solutions.
  • Assist with documenting business requirements.
  • Analyzed business requirements, software requirement specification to create test plan and test cases for manual and automated testing.

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29. Vendor Management

average Demand
Here's how Vendor Management is used in Service Delivery Manager jobs:
  • Rehabilitated the fragmented working relationship with customer Vendor Management Team by setting ground rules and communicating clearly.
  • Developed process to monitor/record business continuity activities and vendor management contracts.
  • Conducted vendor management as needed.
  • Initiated Vendor Management program to help increase the quality of our vendor database to ensure high levels of customer satisfaction.
  • CORE office only supports placement needs of clients with a national footprint; using Vendor Management Systems (VMS).
  • Provide VMS (Vendor Management Support) and coordinate support review with third party vendors.
  • Led vendor management and delivery of large IT initiatives in the Payments & Commerce space.
  • Managed transitional offshore and vendor management projects at $85K per project.
  • Provide leadership and coaching of vendor management and employees.
  • Owned the Aggregation/Vendor Management service portion of the contract with additional tasks to oversee and manage the other team deliverables.
  • Change management processes and procedures Vendor management Business analysis gathering requirements technical, business and functional.

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30. Cost Savings

low Demand
Here's how Cost Savings is used in Service Delivery Manager jobs:
  • Realized cost savings and increased client customer satisfaction.
  • Facilitated multiple cost savings initiatives, which reduced diverse client spend by over 2 million dollars while maintaining standard operating levels.
  • Allowed client to achieve employee benefit plan cost savings to emerge from Chapter 11 reorganization ahead of scheduled time line.
  • Optimized MillerCoors software licensing to achieve both cost savings for customer, and increase licensing revenue by $2M annually.
  • Lead Projects resulting in major cost savings; Data Center Consolidation, Site Consolidation, Consolidation and decommissioning of Servers.
  • Tracked and drove improvements in cost/revenue/profitability metrics resulting in significant cost savings for the client team then in previous years.
  • Developed enhanced systems and reporting automation for planning and customer facing metrics, realizing $600K annual cost savings.
  • Identified several areas where the company could save money and submitted Cost Effective Suggestion forms resulting in cost savings.
  • Generated revenue and cost savings opportunities by managing costs, achieving account's gross profit and revenue targets.
  • Realized over $1M annual cost savings by streamlining and automating Pre-Sales business model to incorporate remote management.
  • Managed customer s Green IT initiatives that provided cost savings to end customer, and responsible technology management.
  • Redesigned and project-managed changes to internal 911 system, which netted $80,000 per month in cost savings.
  • Key member of transformation team to migrate database to best shore operations resulting in significant cost savings.
  • Managed IBM's customer based ITO/BPM/BPO SLA services to provide annual operational cost savings of 30-50%.
  • Manage global projects that add value to the company by providing new capabilities or enabling cost savings.
  • Negotiated new vendor contracts for network transport and upstream IP with a cost savings of 1.05M.
  • Align with senior management to safeguard service delivery's short- and long-term goals and cost savings.
  • Identified/recommended hardware and off-the-shelf software packages to meet business needs, while providing project cost savings.
  • Identified $2.9M cost savings in 2013 & 2014 in the end user computing area.
  • Achieved successful deployment of the support model delivering $50M in annual cost savings.

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31. SQL

low Demand
Here's how SQL is used in Service Delivery Manager jobs:
  • Developed business intelligence solutions using SSRS, Crystal Reports on Oracle and SQL Server relational database management systems.
  • Developed stored procedures, views and triggers in SQL SERVER for data manipulation and for retrieving data from SQL Server database.
  • Lead Analyst diagnosing complex technical issues using SQL queries, Log Analysis, system tools & provide viable solutions.
  • Key contributor to the roll-out and configuration of a proprietary compliance software package including SQL query and report development.
  • Managed DBA and configuration support for various service offerings including SQL, MySQL & Oracle.
  • Participated in global project teams by coding in Java and Oracle SQL Plus languages.
  • Experience supporting IIS 6.0, SQL 2005 and general network troubleshooting.
  • Created and ran SQL reports for customer reporting needs.
  • Delivered ESSBASE/SQL DB/AS400 Book95 of Business for Finance Division
  • Used SQL queries and Crystal reports to provide reports to management and peers.
  • Performed SQL and Websphere triage.
  • Developed ad-hoc reports to meet the needs of disparate audience across the team (using SQL reporting).
  • Used SQL as a database backend for window based applications (filenet, openpages).

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32. SAN

low Demand
Here's how SAN is used in Service Delivery Manager jobs:
  • Increased Staff Retention by fostering a pleasant work environment and maintaining open channels of communication.
  • Initiated and maintained communication throughout national network consisting of thousands of users.
  • Provided leadership to a team of 24 System Specialist professionals Delivering Operational Services to the Nissan and IBM internal accounts 24X7.
  • Managed multiple teams including Windows and Unix Server teams as well as Storage (SAN, NAS and Backup/Recovery) teams.
  • Project manager duties for infrastructure storage frame installs for the SAN implementation for EMC DMX 5, schedules and risk mitigation.
  • Developed an improved process that reduced time it took for request-to-allocation of SAN storage to existing servers by 50%.
  • Reduced software costs by thousands per month by moving legacy applications & shutdown LPAR Organize meetings and yearly personnel reviews.
  • Worked together with account architects on the implementation of hybrid Cloud technologies and SAN and NAS upgrades for my customer.
  • Managed team of 18 direct reports that included Network Engineers, Linux Admins, Oracle Admins, and SAN Engineers.
  • Ensured contractual obligations between CSC and the County of San Diego resulted in meeting or exceeding minimum acceptable service levels.
  • Provided daily routing and operations oversight for a sand mining and transport company with a staff of 35-40.
  • Budget Manager for making Capital expenditure purchases such as Servers, SAN s, PC s, etc.
  • Deployed both Storage Area Network (SAN) and Network Attached Storage (NAS) solutions.
  • Conducted analysis and generated reports for management on SAN implementation and off-site SAN to SAN solutions.
  • Managed 50 plus On-Site Support technicians for San Jose campus encompassing a 25,000 client base.
  • Directed the effort to deploy over one thousand Windows 95 and Windows NT workstations.
  • Negotiated new labor, hardware and software contracts saving 100s of thousands of dollars.
  • Tended to cash register and prepared sandwiches in a clean, sanitary environment.
  • Manage services provided to Customers from Kent, Washington to San Diego Ca.
  • Work with local support teams to ensure timely delivery of new server/network/SAN projects.

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33. KPI

low Demand
Here's how KPI is used in Service Delivery Manager jobs:
  • Developed and provided monthly reporting and related presentations regarding SLA, KPI and operational performance.
  • Tracked, calculated and reported on services-focused KPI's based on customer satisfaction questionnaire.
  • Provide client and management reporting including trend analysis on KPI's, SLA's, project status, and client satisfaction.
  • Maintained performance levels by monitoring KPI and metrics, as well as initiating corrective action to ensure achievement of program objectives.
  • Complete ownership of service delivery including contract management, KPI Reporting and Compliance with targeted quarterly revenue of USD 1.4mil.
  • Increased Customer and Partner Experience KPI from 72% to 81% by improving partner communication and delivery team skills.
  • Manage day-to-day progress, milestones, tasks, KPI s, reporting & dashboards to senior management and key stakeholders.
  • Service Delivery - Excellent knowledge of SLA's / KPI's and the services supported via remedy ticketing system.
  • Managed network configuration, tools, budgets, staffing/resources, competence of Back Office engineers and KPI's.
  • Track and report key KPI s and ensure we have plans in place to manage and mitigate issues.
  • Created a knowledge base for solutions to be shared and added it to employee KPI's.
  • Managed day to day Service Delivery by creating and monitoring SLA's, and KPI's.
  • Implemented and created call center KPI and metrics to monitor phone productivity and increase customer satisfaction.
  • Assisted and implemented appropriate monitoring strategy in and the measurement of appropriate KPI s / metrics.
  • Ensured 100% transparency by developing and producing monthly KPI reports to business and IT management.
  • Increased overall outsourced support KPI in Western Europe and North America by 30%.
  • Oversee daily operations to ensure KPI's and customer experience goals are consistently achieved.
  • Manage and define all contract SLA and KPI measurements and ensure compliance with them.
  • Interfaced with client and Senior Account Management for developing and providing monthly KPI reporting.
  • Completed requirements, identified KPI's, created agreements and obtained stakeholder approval.

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34. Customer Relationships

low Demand
Here's how Customer Relationships is used in Service Delivery Manager jobs:
  • Managed customer relationships, resource performance and escalations for selected Residency Accounts in the Unified Storage Discipline.
  • Managed high-profile hospitality customer relationships during implementations; worked effectively with many STS technical and support departments.
  • Transition contract renegotiation and 2 major amendments successfully through strong, positive customer relationships.
  • Provided expert consultation to customers and developed/maintained customer relationships.
  • Managed customer relationships seeking additional software sales.
  • Reduced transaction processes to improving customer relationships.
  • Managed customer relationships to ensure incremental business.
  • Create, maintain, and enhance strong customer relationships across various levels of the client organization.
  • Manage the commercial and operational aspects of customer relationships on over 2.1 million annually.
  • Augment business development efforts by nurturing sustainable customer relationships while capitalizing on cross-selling and upselling opportunities.
  • Drafted new and improved service contract offerings to ensure long-term customer relationships 2
  • Monitor and report performance results Manage service levels and customer relationships.
  • Provide business and technical reports to clients Build and maintain customer relationships
  • Build and maintain customer relationships, ensure that quality services are delivered with regard to the agreed service level agreement.
  • Provided pre- and post-sale service and support to Fortune 500 clients and strived to build and maintain customer relationships.

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35. Performance Management

low Demand
Here's how Performance Management is used in Service Delivery Manager jobs:
  • Participate in the strategy planning, documentation, performance management and implementation of the service delivery processes and standards.
  • Accomplished through relationships, open communications, feedback, training, professional development opportunities and performance management processes.
  • Coach and counsel all levels of management on conflict resolution, policy implementation and performance management activities.
  • Recruited, hired, performance management, career development and communication of relevant job and company information.
  • Create performance management initiatives to communicate expectations to a professional organization comprised of 20 operations specialists.
  • Provided supervision and performance management to meet and exceed service level requirements.
  • Align service related offerings to recruiting and performance management products.
  • Conducted performance management and reviews for direct reports and consultants.
  • Handle recruitment, talent acquisition, team building and mentoring, training and performance management of team members.
  • Coordinated the professional development and performance management for staff of 187 IT consultants situated in ten sites.
  • Performed functions in Talent Acquisition, Learning & Development, Performance Management, and Rewards & Recognition.
  • Performed performance management and set production goals for call center agents on a weekly basis.
  • Conducted annual reviews, development plans, and performance management for supervisory and front-line staff.
  • Provide coaching, mentoring, performance management, and conflict resolution.
  • Coached and mentored MT staff working through performance management processes.
  • Maintained performance management goals for employees.
  • Ensured SLAs were met for server availability, capacity planning, performance management and security compliance.
  • Worked with executive IT staff to source best solutions for application performance management.

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36. Linux

low Demand
Here's how Linux is used in Service Delivery Manager jobs:
  • Restructured team to alignment by OS (AIX, SUN, HP, and Linux) resulting in cross-team synergies.
  • Help build, test and plan for IT projects including ERP systems, Windows and, Linux servers.
  • Managed the AIX, Linux, and Network IT system platforms for a top Fortune 500 wholesalers company.
  • Red Hat and SUSE Linux environment comprised of 2200 physical and virtual servers.
  • Build out of Linux Market Access foot print in North America.
  • Provided Linux OS expertise and consulting to internal users.
  • Build Oracle Red Hat Linux Cluster on two IBM X series blades.
  • Worked with IM TRADER to ensure Service Level Agreement get updated when we moved the OS to Linux from Sun Solaris.
  • Project Manager responsible for ESX Physical Servers, VMWare; VM building out environments, and Linux server builds.
  • Establish new locations for external customers based on requirements, with utilization of Microsoft, Novell Linux Environments.
  • Administer and monitor HP-UX, SUN Solaris, Linux servers and Cisco routers.

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37. SOX

low Demand
Here's how SOX is used in Service Delivery Manager jobs:
  • Delivered all application services in compliance with industry and governmental regulatory requirements; including SOX and NSA standards.
  • Maintained audit readiness for all devices activated / deactivated within customer environment satisfying all SAS70/SOX control points.
  • Support of MS office, MS Outlook, Windows OS, Proprietary application support, Business, SOX and critical applications.
  • Worked with customers to define and adhere to Sarbanes-Oxley (SOX) requirements or any other government regulations.
  • Maintained SOX and PCI Information Security Controls and Audit readiness for the Delta Airlines account meeting compliance standards.
  • Worked with Internal Audit and E&Y to ensure systems and operations were SOX compliant.
  • Worked with support teams, providing data requests for Macy's KCO and SOX audits.
  • Reviewed and approved change requests in accordance with audit, SOX and enterprise policies.
  • Managed through a Department of Defense and SOX audit on all aspects of infrastructure.
  • Insure company is in compliance with all software license laws and SOX regulations.
  • Collaborate effectively with SOX Auditors and provided timely reports for SOX Audits.
  • Ensured SOX Auditory compliance by being well-versed with industry specific business processes.
  • Centralized systems reporting meeting a 100% SOX and regulatory compliance mandate.
  • Managed compliance and audits on applications that were in-scope for SOX/PCI.
  • Achieved audit, SOX and contractual compliance for the entire company.
  • Represented SAP Team in both internal and external SOX Audits.
  • Developed remediation plan for 7 open internal SOX audits.
  • Maintained SOX Audit compliance throughout all project phases.
  • Implemented Sarbanes-Oxley (SOX) initiative for iSeries platform, including development & documentation of security & controls standards and compliance.
  • Maintained and delivered all compliance and information security components such as SOX documentation; Basel II deliverables; and procedure manuals.

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38. RFP

low Demand
Here's how RFP is used in Service Delivery Manager jobs:
  • Contract RFP, acquisition and implementation project involvement.
  • Participated in development of RFI/RFP's, with specific attention paid to the delivery intervals and commitments made to the customers.
  • Managed RFP and Sourcing project for Household Goods management valued at $16M which resulted in a savings of 18%.
  • Worked with the sales team in answering and winning RFP's and establishing SLA's to ensure expectations were attainable.
  • Service Delivery Manager Single point of contact for internal clients for IT related RFP s, reports and resource scheduling.
  • Contributed to TnT service creation, technology selections, and architectural designs/deployment (including RFP review/risk mitigation strategies).
  • Partnered with the Client Relationship Managers and Account Executives on the completion of RFP's for new business opportunities.
  • Developed RFP procurement process allowing ACS to acquire goods and services on behalf of the City within procurement requirements.
  • Initiated the RFP process on behalf of clients to insure savings and the best possible benefits for their employees.
  • Developed proposals for various potential clients, primarily in response to formal Request for Proposals (RFP).
  • Awarded a Request for Proposal (RFP) on a half-a-million dollar project receiving corporate recognition for effort.
  • Evaluated RFP and Vendor selection for Data Rating Engine and 2.5G / GPRS solutions for Wireless Mobile Devices.
  • Authored RFI/RFP to realize a single set of strategic suppliers to reduce cost and complexity of services.
  • Identify future opportunities, growth potential, and support in the development of RFI's/RFP's.
  • Team member for RFP s, contract negotiations and other agreements between vendors and AMEX.
  • Managed Request for Proposal (RFP) responses and responsible for identifying new business opportunities.
  • Assist in the development and award of RFP: Microsoft, Managed Lab Services.
  • Led large-risk RFP effort, developing a repeatable process minimizing risk of future initiatives.
  • Provided input into RFP, RFI, SOW's to facilitate new business opportunities.
  • Participated in Bell Atlantic RFP/RFI due diligence for new technology business in publishing sector.

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39. Sigma

low Demand
Here's how Sigma is used in Service Delivery Manager jobs:
  • Led the implementation of those specific improvements and used six sigma methodology to secure positive results.
  • Leveraged Lean Six Sigma best practices and methodologies to develop and present plans to streamline and optimize processes.
  • Initiated standard using Six Sigma methodologies to improve the performance of SUN's manufacturing process transactions.
  • Provide data and analysis for the six sigma black belt projects run by the client.
  • Project Manager for multiple Six Sigma green belt projects involving all IT functional towers.
  • Identify areas of improvement on metrics/process; utilize Six Sigma to bring in improvements.
  • Championed 4 Six Sigma Green Belt initiatives which drove the 5% call reduction.
  • Served as SME PowerSteering Software for Army Lean Six Sigma and Service Delivery Manager.
  • Sponsored and supported multiple Lean and Six Sigma Projects in the processes.
  • Accomplished Six Sigma certification saving the site $200K over 12 months.
  • Raised Six Sigma availability from high 3s to +5s.
  • Certified and Trained in LEAN & Six Sigma.
  • Earned a Six Sigma Champion certificate.
  • Helped in multiple six sigma projects.
  • Attained a Lean Six Sigma Greenbelt.
  • Project Management- Six Sigma/ Lean experience.
  • Bridged gaps using LEAN Six Sigma.
  • Utilized Lean Six Sigma methodologies and analytical expertise to stabilize client's internal operations.
  • Participated in CMM and Six Sigma initiatives and drove the rollout of CMM Level 3 and 4 with subsequent assessment processes.
  • Passed 3 BSI Audits with zero non-conformities utilizing Internal Auditor and Yellow Belt Six Sigma training.

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40. Status Reports

low Demand
Here's how Status Reports is used in Service Delivery Manager jobs:
  • Consolidated weekly status reports from Project Managers and provided executive level reporting to Portfolio Sponsors, Steering Committee members and stakeholders.
  • Maintain daily, weekly milestone tracking for project status reports utilizing several Microsoft applications.
  • Communicated issues daily and provided weekly and monthly status reports to management and stakeholders.
  • Communicate daily with customer to evaluate service satisfaction, provide status reports as appropriate.
  • Produced monthly status reports and provided briefings to senior level Government management.
  • Prepared stakeholder communications and project status reports for senior leadership.
  • Monitor productivity of agents and generate activity and status reports.
  • Prepared weekly delivery and support status reports to customer.
  • Compile and distribute several Daily Status Reports to various teams which are used to better manage aged tickets and ticket deadlines.
  • Compile service and project status reports, coordinate service and project schedules, and identify and escalates resource and scheduling problems.
  • Lead and attend customer meetings to provide customer with comprehensive job status reports and resolve any conflicts or issues that arise.
  • Provide weekly project portfolio status reports to senior management and escalate issues as necessary to ensure they are addressed.
  • Provide daily, weekly and monthly reports to management, including staffing, productivity, incident and status reports.
  • Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable.
  • Presented status reports for results, costs, and monthly support updates and continuous improvement to executive leadership.
  • Provide daily, weekly and monthly status reports on ongoing projects to internal and external management teams.
  • Presented status reports, presentations and risk reports to customers' Executive Leadership and project sponsors.
  • Provide daily status reports outlining SIT testing progress to all stakeholders.
  • Create and distribute weekly executive status reports on all active projects.
  • Provide a full status reports to each client at weekly meetings.

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41. Performance Reviews

low Demand
Here's how Performance Reviews is used in Service Delivery Manager jobs:
  • Provide Associate Performance Reviews and proactively manage employee relations throughout a diverse organization with multiple locations.
  • Presented account performance reviews, including budgets and forecasts to upper management.
  • Completed 10 performance reviews biannually offering praise and recommendations for improvement.
  • Managed performance reviews in Manager Gateway and Workday.
  • Documented and conducted performance reviews for the operators.
  • Completed 50+ performance reviews semi-annually.
  • Conduct regular service performance reviews.
  • Influence my team to perform above expectations on a daily basis by coaching consistently as well as discussing annual performance reviews.
  • Served as Career Counselor using coaching and relationship building skills; documented and delivered formal performance reviews twice a year.
  • Noted on performance reviews as having a positive drive to achieve new heights of performance.
  • Interviewed candidates, recommended applicants, and trained staff and conducted annual performance reviews.
  • Manage the performance reviews of the team and provide constructive feedback for the team.
  • Perform Monthly, Mid-Year and End-of-Year staff evaluations and performance reviews.
  • Hired, coached, wrote performance reviews, managed escalated situations.
  • Performed Performance Reviews and one-on-one's with team every quarter.
  • Conducted strategy and performance reviews with client and vendor executives.
  • Participate in Business Performance Reviews (local and overseas).
  • Conducted semi-annual team performance reviews for 10+ associates.
  • Conducted yearly performance reviews with my employees.
  • Conduct performance reviews and corrective action.

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42. Business Partners

low Demand
Here's how Business Partners is used in Service Delivery Manager jobs:
  • Facilitated reporting of technology services performance and action plans to secure performance gaps to business partners.
  • Resolved service delivery escalations/issues and collaborated with IBM Business Partners to provide seamless service.
  • Led escalation management and service delivery performance issues through close collaboration with business partners.
  • Developed strong relationship with customer contacts to ensure lasting business partnership with Verizon.
  • Created monthly and quarterly reporting to management and business partners.
  • Develop process documentation and training to internal/external business partners.
  • Established service level metrics with contracted business partners.
  • Work closely with business partners and clients to resolve all related issues, and improve efficiency and accuracy of business process.
  • Work cross-functionally with internal business partners in addition to external client business partners (brokers, vendors, etc.)
  • Conducted weekly meetings to discuss, schedules, statuses, and strategies to provide excellent service to our business partners.
  • Collaborated with business partners to define, develop and maintain Service Level Agreements for all systems used to ensure managed.
  • Worked closely with and assisted multiple business partners in the development of their Disaster Recovery / Business Continuity plans.
  • Work directly with customers and business partners to help determine business need and how to fill the business need.
  • Worked closely with ACE business partners, applications teams, plus third parties in planning and scheduling all upgrades.
  • Represented IBM service to 7,100 customers, other division representatives, industry re-marketers, business partners and vendor management.
  • Interact with domestic and international bank business partners, providing technology expertise, support, and solutions.
  • Recognized multiple times by business partners for my perseverance in ensuring tasks were completed and/or problems resolved.
  • Submitted work requests for business partners requiring data and or phone moves, adds or changes.
  • Manage relationships with clients, internal business partners, and outside vendors within approved limits.
  • Selected to travel to the Philippines and South America to meet with outsourced business partners.

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43. Vmware

low Demand
Here's how Vmware is used in Service Delivery Manager jobs:
  • Retired 800 NT legacy servers, 24 legacy applications, and introduced virtual technologies (ESX- VMware) into Cardinal Health.
  • Evaluated and implemented Mercury Quick Test Pro automated testing tool and VMware Workstation virtual machine software.
  • Work with virtual environments using Hyper-V and VMware including standing up servers when required.
  • Managed local server consolidation project to migrate 200+ standalone servers into our VMware farms.
  • Worked with outsourcing Service Provider to drive the use of VMware virtualization to reduce costs during annual capacity and demand planning.
  • Leveraged OpenStack and VMWare vCenter technologies and automated creation of real time Excel reports.
  • Negotiated enterprise license agreements with Microsoft, Adobe, Autodesk, and VMware.
  • Managed day to day relationships with OEM vendors such as Dell, Hitachi, Fortinet, Symantec, VMware, etc.
  • Completed in house 6 month project for a multi-tenant environment built on VMware utilizing Citrix Hosting Services and Provisioning.
  • Implemented Veeam Backup and Replication in VMWare ESXi 6.0 environment.
  • Virtualized nearly all OS instances with VMWare and Solaris domains.
  • Post VMWare Proof of Concept, brought up 3 different VMWare clusters along with VCenter and VSphere.

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44. PCS

low Demand
Here's how PCS is used in Service Delivery Manager jobs:
  • Implement and manage Windows PCs, Macs, mobile technology, custom client solutions, security, and testing.

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45. SDM

low Demand
Here's how SDM is used in Service Delivery Manager jobs:
  • Maintain Business SDM reporting, metrics, plans and data analysis for Service Delivery Management responsibilities.
  • Provided temporary Service Delivery Management direction for this customer during SDM transition.
  • Represented Service Delivery Executive Management when SDM is not available.
  • Reported to North American SDM, managing all aspects of technology for 15 properties in New England.
  • Promoted to SSDM to create a team to implement a client facing Self-Service Portal.
  • Manage and coordinate regional SDM s, in-country managers and Dimension Data Partners.
  • Represented TSS SDM for quarterly enterprise releases and MEPC events for TSS.
  • Close working relationship with SDM2, SDM3 and Dell facilities manager.
  • Managed and assisted in SDM's communication with clients.
  • Acknowledged senior SDM within months of joining team.
  • Worked directly with and backed up I/P/C SDM.
  • Facilitated systemized mentoring activities for new SDM's and ensured full understanding of expected roles and responsibilities.
  • Provided full SDM service to the customer as the pre requisite work and implementation was executed.
  • Engaged with Global SDM community to evangelize and leverage best practices and lessons learned.
  • Performed key interim SDM and transition management role for new Healthcare Division clients.
  • Participated in monthly financial reviews with finance team other SDMs and Senior DPE.
  • Organized and conducted quarterly Operations Reviews for 70 Commercial Platinum SDMs.
  • Support one of the largest client bases of all SDMs.
  • Acted as escalation point and backup for SDMs to review and approve weekly timesheets for Support Consultants and monthly client invoices.
  • Maintained relationship with SDMs from other BUs as required for activities such as shift-left, tooling or other cross functional services.

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46. Web Application

low Demand
Here's how Web Application is used in Service Delivery Manager jobs:
  • Managed fourteen complex Customer Connect (formerly the IBM Edge) web application deployments to successful completion in 2002 and 2003.
  • Project Manager for Windows 7 / IE8 upgrade/conversion of over 300 client/web applications across the enterprise.
  • Implemented, managed, enhanced and maintained HR web applications to meet HR business needs.
  • Project Manager for new web application.
  • Rolled out several cross platform web applications to increase and improve the productivity of field sales and customer service.
  • Utilize agile processes, HTML JEE, Java technologies to develop and deliver web applications and portals.

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47. Itsm

low Demand
Here's how Itsm is used in Service Delivery Manager jobs:
  • Directed ITSM implementation project including product selection, purchase, implementation, configuration, training, and continual improvement.
  • Developed and implemented ITSM processes to decommission hardware assets hosting NSA applications.
  • Assisted executive leadership in IT deliver service transformation using ITSM methodology.
  • Full suite of access and identity management, ITAM, SAM, Patch Management, and Change Management ITSM processes.
  • Devised GWIM s overall STRATEGY for ITSM and then supported various Domain Leads in its execution.
  • Conveyed ITSM PROCESSES and PROCEDURES in preparation for application migration to the hosted solution.
  • Manage ITSM Incident and Problem Project Plans to be current and adapt process changes.
  • Focus on ITIL/ITSM, growth, and channel partnerships in the East USA Geography.
  • Established an Incident Record within ITSM system, monitoring and updating record as necessary.
  • Contribute to Continuous Service Improvement (CSI) activities communicated by ITIL/ITSM team.
  • Identify Gaps in current processes, present linked solutions between ITSM processes.
  • Understand & interpret ITSM configuration requirements & business requirements in the context.
  • Rolled out new ITSM tool (Microsoft System Center Service Manager).
  • Manage production support through the resolution of assigned ITSM administration requests.
  • Utilized ITIL/ITSM frameworks to evolve best practices and simplify customer operations.
  • Led successful ITSM Audit and completed all resulting compliance actions.
  • Ensured that proper ITSM/ITIL policies are practiced within the team.
  • Validated roles assigned matched ITSM standards of compliance.
  • Covered all aspects of customer centric services including incident/problem/change/knowledge management, interactive voice response and ITSM systems.
  • Supported workshops and created supporting ITSM deliverables (process flow diagrams, RACI diagrams, process guides, etc.)

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48. Service Quality

low Demand
Here's how Service Quality is used in Service Delivery Manager jobs:
  • Improved customer satisfaction through identification and troubleshooting of service quality issues, performing root-cause analysis, and implementing improvement initiatives.
  • Identified and addressed problems to achieve positive results and maintain excellent service quality during install and conversion process.
  • Deliver defined service performance management to produce progressive improvements in service quality.
  • Drove/Managed service quality and improvement of service delivery processes.
  • Increased service quality and client satisfaction by adopting ITIL Framework methods and aligning manager skills to accounts / tasks.
  • Adhered to quality measures defined by Key Process Indicators (KPI) and Service Quality Index (SQI).
  • Maximize proprietary quality through service quality metrics and reviews with delivery results at 98% on target.
  • Organized with Service Quality Analyst to create best practices, identify trends, and implement coaching strategies.
  • Manage contract service level agreements to ensure service quality and client expectations are met or exceeded.
  • Promoted, help define and ensure the attainment of customer satisfaction and service quality goals.
  • Assist in technical training and coaching of employees to achieve the highest service quality.
  • Drive and Manage Service Quality Improvements, Cost reduction strategies, Client communication,.
  • Managed Service Quality department which consisted of Agents in multiple states and countries.
  • Coached and mentored project managers to help mitigate risks and improve service quality.
  • Evaluate service quality to make certain performance expectations are met or exceeded.
  • Ensured compliance with required standards by performing field service quality reviews.
  • Drive and manage service quality and improvement of service delivery processes.
  • Service Quality Assurance to mitigate outages and deliver stable services.
  • Maintained service quality while cutting support costs.
  • Own service quality and Service Delivery performance.

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49. Problem Resolution

low Demand
Here's how Problem Resolution is used in Service Delivery Manager jobs:
  • Provided project management solution analysis, and problem resolutions to the business channels utilizing Bank of America's project management methodology.
  • Provided technical training and coordinated integration of contractors to ensure performance adherence and problem resolution.
  • Lead root-cause analysis teams during periods of service interruptions, ensuring accurate problem resolution.
  • Facilitated daily defect meetings and provided insight to problem resolution.
  • Developed process and methodology for problem resolution and root cause.
  • Provided all end-user training and problem resolution.
  • Assist Phone Support Representatives with problem resolution.
  • Single point of contact to the client at IBRD/ISG for problem resolution, supporting growth opportunities, and developing productivity improvements.
  • Improved SLA for problem resolution from approximately 70 percent to 98-99 percent by designing comprehensive problem and request management processes.
  • Provide budget analysis, labor planning, problem resolution, and coordination of activities between client and service team.
  • Key contact with customer base to maintain Service Level Agreements and provide customers with data analysis and problem resolution.
  • Acted as an escalation point to expedite Root Cause Analysis (RCA), problem resolution and prevention.
  • Managed production, stage, and QA environments from code deployment to changes, incident and problem resolution.
  • Headed daily operations to meet Service Level Agreement (SLA) commitments and assisted in driving problem resolution.
  • Respond to client inquiries, conduct investigation and communicate back to client within the problem resolution process.
  • Managed/Generated reports for Incidents and trends to identify potential Problems for Problem Resolution Team (PRT).
  • Coordinate global problem resolution for network technology areas as well as hands-and-eyes support for various networks.
  • Provided Knowledge Items authoring in the area of my respective technology for incident and problem resolution.
  • Implemented a root cause analysis and problem resolution processes which reduced incidents by 63%.
  • Provide client training, manage user testing, provide post-deployment support and problem resolution.

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50. Voip

low Demand
Here's how Voip is used in Service Delivery Manager jobs:
  • Coordinated and managed installation of Voice over IP (VoIP), Frame Relay, Private Line and SONET ring services.
  • Led the team of ~200 Systems Administrators in the installation and management of the world's first global Cisco VoIP network.
  • Managed and coordinated simple to complex VoIP customers from point of sale to implementation of their services with ownership mindset.
  • Defined operations planning requirements for VPN and VoIP broadband service delivery in 17 countries of the Americas Region.
  • Coordinated office moves, established new VoIP solutions, and installed a UPS system to improve IT infrastructure.
  • Saved 17% in operations costs by redesigning service delivery model for VoIP and MPLS network solution.
  • Deployed VoIP service (Digital Phone) within the Tampa Bay service area.
  • Managed Support accounts for Cisco Managed Services Partner operating VOIP Call Center solutions.
  • Design and provide solutions for VOIP phone equipment integration and support.
  • Project Manager for provisioning projects dealing with TDM/VoIP and switch outfits.
  • Configure VOIP services through Broad Soft platform.
  • Trained on and Implemented ATM, Frame Relay, VoIP, IPVPN, Sonnet and IPL solutions.
  • Lead transition and deployment from an enterprise Avaya voice system to an enterprise Cisco Unified Communications (UC) VoIP strategy.
  • Develop project plans and monitor VOIP project tasks and time frames to ensure deliverables are completed on time.
  • Enhance and Monitor the IMAC process for Telecom, both VOIP and Legacy Vendors.
  • Provide local Help Desk Support to Raytheon on the VOIP telephone and network switch.

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20 Most Common Skill for a Service Delivery Manager

Service Delivery17.6%
Customer Service13.1%
Infrastructure9%
Project Management8.7%
Process Improvement5.7%
Client Relationships4.6%
Itil4.4%
Technical Support3.6%

Typical Skill-Sets Required For A Service Delivery Manager

RankSkillPercentage of ResumesPercentage
1
1
Service Delivery
Service Delivery
12.8%
12.8%
2
2
Customer Service
Customer Service
9.6%
9.6%
3
3
Infrastructure
Infrastructure
6.5%
6.5%
4
4
Project Management
Project Management
6.4%
6.4%
5
5
Process Improvement
Process Improvement
4.1%
4.1%
6
6
Client Relationships
Client Relationships
3.4%
3.4%
7
7
Itil
Itil
3.2%
3.2%
8
8
Technical Support
Technical Support
2.6%
2.6%
9
9
Desktop
Desktop
2.5%
2.5%
10
10
SLA
SLA
2.4%
2.4%
11
11
Data Centers
Data Centers
2.3%
2.3%
12
12
Service Desk
Service Desk
2.3%
2.3%
13
13
Key Performance Indicators
Key Performance Indicators
2.2%
2.2%
14
14
Business Units
Business Units
2.1%
2.1%
15
15
Service Level Agreements
Service Level Agreements
1.9%
1.9%
16
16
Incident Management
Incident Management
1.8%
1.8%
17
17
Asset Management
Asset Management
1.8%
1.8%
18
18
Problem Management
Problem Management
1.7%
1.7%
19
19
Direct Reports
Direct Reports
1.7%
1.7%
20
20
Cloud
Cloud
1.4%
1.4%
21
21
Service Management
Service Management
1.4%
1.4%
22
22
Unix
Unix
1.4%
1.4%
23
23
HR
HR
1.4%
1.4%
24
24
Sharepoint
Sharepoint
1.3%
1.3%
25
25
Management Process
Management Process
1.1%
1.1%
26
26
Mainframe
Mainframe
1.1%
1.1%
27
27
PMO
PMO
1.1%
1.1%
28
28
Business Requirements
Business Requirements
1%
1%
29
29
Vendor Management
Vendor Management
1%
1%
30
30
Cost Savings
Cost Savings
1%
1%
31
31
SQL
SQL
1%
1%
32
32
SAN
SAN
0.9%
0.9%
33
33
KPI
KPI
0.9%
0.9%
34
34
Customer Relationships
Customer Relationships
0.8%
0.8%
35
35
Performance Management
Performance Management
0.8%
0.8%
36
36
Linux
Linux
0.8%
0.8%
37
37
SOX
SOX
0.8%
0.8%
38
38
RFP
RFP
0.8%
0.8%
39
39
Sigma
Sigma
0.8%
0.8%
40
40
Status Reports
Status Reports
0.8%
0.8%
41
41
Performance Reviews
Performance Reviews
0.8%
0.8%
42
42
Business Partners
Business Partners
0.8%
0.8%
43
43
Vmware
Vmware
0.7%
0.7%
44
44
PCS
PCS
0.7%
0.7%
45
45
SDM
SDM
0.7%
0.7%
46
46
Web Application
Web Application
0.7%
0.7%
47
47
Itsm
Itsm
0.7%
0.7%
48
48
Service Quality
Service Quality
0.7%
0.7%
49
49
Problem Resolution
Problem Resolution
0.7%
0.7%
50
50
Voip
Voip
0.7%
0.7%

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