Tustin Recruiting
Tustin Recruiting
Service Delivery Manager Resume Template
A professional resume template tailored for Service Delivery Manager positions, highlighting technical skills and project experience brought to you by Tustin Recruiting.
[Your Full Name]
Service Delivery Manager
Summary
Results-driven professional with over 6 years of experience in ensuring efficient delivery of services to customers. Proven track record of delivering high-quality solutions and optimizing performance.
Skills
languages: SQL, Python
frameworks:
tools: ITIL, ServiceNow, Jira
concepts: Incident Management, Change Management, Process Improvement
Experience
Service Delivery Manager
Tech Solutions Inc.
Jan 2022 - Present
- Led a team of 15 in delivering IT services to over 500 enterprise clients, maintaining a customer satisfaction rate of 98%.
- Implemented a new service management software that reduced service delivery time by 30%, resulting in improved efficiency and customer satisfaction.
- Developed and executed standard operating procedures to streamline service delivery processes, which decreased incident resolution time by 25%.
Senior Service Delivery Analyst
Innovatech Data Systems
Mar 2019 - Dec 2021
- Managed service performance metrics and developed dashboards that provided insights to leadership, improving strategic business decisions.
- Facilitated inter-departmental communication and collaboration, resulting in a 15% improvement in service delivery metrics.
- Conducted training and development workshops for junior staff, improving team efficiency and service quality by 20%.
Service Delivery Analyst
BlueSky IT Solutions
Jun 2017 - Feb 2019
- Assisted in the development and maintenance of service level agreements (SLAs) to ensure compliance and client satisfaction.
- Monitored and analyzed service delivery metrics to identify areas for improvement, contributing to a 10% reduction in operational costs.
- Supported the implementation of an incident management system, decreasing response times by 15%.
Education
B.S. in Information Technology
University of California, Los Angeles, CA
Graduated: 2016
Projects
Customer Service Portal Implementation
Led a cross-functional team to implement a new customer service portal, enhancing user experience and reducing inquiry processing time.
Technologies: ServiceNow, Jira, SQL