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Phillip Hunter
Service Delivery Manager
Summary
Highly experienced service delivery manager with a proven track record of success in managing teams, implementing service delivery platforms, and establishing strong client relationships. Possesses a deep understanding of ITIL Service Management, Service Level Management, and other service delivery best practices. Demonstrated ability to negotiate and manage service level agreements, develop training programs, and manage multiple complex projects simultaneously.
Education
Bachelor of Science in Computer Science or a related field
June 2019
Skills
- ITIL Service Management
- Service Level Management
- Incident and Problem Management
- Change Management
- Release Management
- Configuration Management
Work Experience
Service Delivery Manager
- Successfully managed multiple complex service delivery projects simultaneously, meeting all deadlines and quality standards.
- Led a team in developing and implementing a new service delivery model, resulting in a 15% increase in customer satisfaction.
- Negotiated and managed service level agreements with clients, ensuring alignment with business objectives.
- Developed and delivered training programs for service delivery engineers, enhancing their skills and knowledge.
Service Delivery Manager
- Managed a team of 10+ service delivery engineers, providing technical support and guidance to clients.
- Implemented a new service delivery platform, resulting in a 20% reduction in service delivery time.
- Established and maintained strong relationships with key clients, ensuring high levels of satisfaction.
- Developed and implemented a comprehensive service delivery process, improving efficiency and accuracy.
Accomplishments
- Led a team of 12 service delivery professionals, achieving a 99.9% service uptime
- Implemented a new service monitoring system, reducing incident response times by 30%
- Developed and implemented a comprehensive service delivery plan, aligning with ITIL best practices
- Negotiated and secured a new service provider contract, resulting in a 15% reduction in operating costs
- Introduced a new knowledge management system, improving service resolution times by 20%
Awards
- IT Service Management Excellence Award for driving a 25% improvement in service quality
- Recognized as a Top 10% Service Delivery Manager in the industry for consistently exceeding customer expectations
- Awarded the Presidents Club Award for consistently delivering exceptional service to highpriority clients
- Received the Customer Service Excellence Award for maintaining a 95% customer satisfaction rating
Certificates
- ITIL Foundation
- ITIL Intermediate
- ITIL Expert
- AWS Certified Solutions Architect
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How To Write Resume For Service Delivery Manager
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Essential Experience Highlights for a Strong Service Delivery Manager Resume
- Managed a team of 10+ service delivery engineers, providing technical support and guidance to clients
- Implemented a new service delivery platform, resulting in a 20% reduction in service delivery time
- Established and maintained strong relationships with key clients, ensuring high levels of satisfaction
- Developed and implemented a comprehensive service delivery process, improving efficiency and accuracy
- Successfully managed multiple complex service delivery projects simultaneously, meeting all deadlines and quality standards
- Led a team in developing and implementing a new service delivery model, resulting in a 15% increase in customer satisfaction
- Negotiated and managed service level agreements with clients, ensuring alignment with business objectives
Frequently Asked Questions (FAQ’s) For Service Delivery Manager
What is the role of a service delivery manager?
A service delivery manager is responsible for planning, implementing, and managing the delivery of IT services to clients. They work with clients to understand their needs, develop service level agreements, and ensure that services are delivered in a timely and efficient manner.
What are the key skills and qualifications required for a service delivery manager?
A service delivery manager should have a strong understanding of IT service management best practices, such as ITIL. They should also have excellent communication and interpersonal skills, as they will be working with clients, vendors, and other stakeholders. Additionally, service delivery managers should be able to manage complex projects and teams, and have a strong understanding of business processes.
How can I become a service delivery manager?
There are a few different ways to become a service delivery manager. One common path is to start in a technical role, such as a network engineer or systems administrator, and then move into a management role. Another path is to earn a degree in business administration or a related field, and then specialize in service management.
What is the career outlook for service delivery managers?
The career outlook for service delivery managers is positive. As businesses increasingly rely on IT services, the demand for qualified service delivery managers is expected to grow. Service delivery managers can work in a variety of industries, including healthcare, finance, and manufacturing.
What are the earning potential of service delivery managers?
The earning potential of service delivery managers varies depending on their experience, skills, and location. However, according to Salary.com, the average salary for a service delivery manager is $103,500.
What are tips for writing a standout service delivery manager resume?
Here are a few tips for writing a standout service delivery manager resume: 1. Quantify your accomplishments with specific metrics and numbers. 2. Use action verbs and strong language to highlight your skills and experience. 3. Tailor your resume to each specific job description you apply for. 4. Proofread your resume carefully for any errors before submitting it.
What are common interview questions for service delivery manager jobs?
Here are a few common interview questions for service delivery manager jobs: 1. Tell me about your experience in managing IT service delivery. 2. What are your key strengths and weaknesses as a service delivery manager? 3. How do you handle conflict resolution between clients and vendors? 4. What is your approach to risk management? 5. How do you stay up-to-date on the latest trends in IT service delivery?
What are the top 5 qualities of a successful service delivery manager?
Here are the top 5 qualities of a successful service delivery manager: 1. Strong communication and interpersonal skills. 2. Ability to manage complex projects and teams. 3. Deep understanding of IT service management best practices. 4. Business acumen and strategic planning skills. 5. Commitment to customer satisfaction.