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Dorothy Lewis
Service Delivery Supervisor
Summary
Highly experienced Service Delivery Supervisor with a proven track record of leading and managing teams of service delivery engineers. Expertise in providing technical support and troubleshooting services to high-profile clients, managing service contracts, and developing and implementing service delivery models. Strong relationship-building skills and a deep understanding of service delivery management tools and methodologies.
Key accomplishments include:
- Led a team of 10 service delivery engineers, providing technical support and troubleshooting services to high-profile clients.
- Managed a portfolio of over 200 service contracts, ensuring timely and efficient delivery of services.
- Developed and implemented a new service delivery model, resulting in a 15% reduction in service delivery time.
- Established and maintained strong relationships with key stakeholders, including clients, vendors, and internal teams.
- Proactively identified and mitigated risks, ensuring that service delivery was not disrupted.
- Conducted regular performance evaluations of team members, providing feedback and support for growth and development.
- Collaborated with technical leadership to identify and address service delivery gaps and challenges.
- Utilized service delivery management tools and methodologies to track and report on service performance.
Education
Bachelor’s degree in Computer Science or a related field
December 2016
Skills
- Incident Management
- Problem Management
- Change Management
- Service Level Management
- Capacity Management
- Availability Management
Work Experience
Service Delivery Supervisor
- Proactively identified and mitigated risks, ensuring that service delivery was not disrupted.
- Conducted regular performance evaluations of team members, providing feedback and support for growth and development.
- Collaborated with technical leadership to identify and address service delivery gaps and challenges.
- Utilized service delivery management tools and methodologies to track and report on service performance.
Service Delivery Supervisor
- Led a team of 10 service delivery engineers, providing technical support and troubleshooting services to highprofile clients.
- Managed a portfolio of over 200 service contracts, ensuring timely and efficient delivery of services.
- Developed and implemented a new service delivery model, resulting in a 15% reduction in service delivery time.
- Established and maintained strong relationships with key stakeholders, including clients, vendors, and internal teams.
Accomplishments
- Implemented a new service delivery model, reducing service request resolution time by 25%
- Led a team of engineers to develop a new selfservice portal, resulting in a 30% increase in customer satisfaction
- Implemented a knowledge management system, reducing the average time to resolve incidents by 15%
- Created a service level agreement (SLA) dashboard, providing realtime visibility into service performance
- Developed a training program for service delivery engineers, improving their skills and knowledge
Awards
- ITIL Service Support Award for exceptional performance in service delivery
- Excellence in Service Delivery Award for outstanding customer satisfaction and service quality
- Service Delivery Innovation Award for developing a new approach to incident management
- Employee of the Year Award for outstanding contributions to service delivery
Certificates
- ITIL Foundation Certificate
- ITIL Intermediate Certificate
- ITIL Expert Certificate
- Project Management Professional (PMP)
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How To Write Resume For Service Delivery Supervisor
- Quantify your accomplishments whenever possible. Use specific numbers and metrics to demonstrate the impact of your work.
- Highlight your skills and experience in managing and leading teams. This is a critical skill for a Service Delivery Supervisor.
- Showcase your understanding of service delivery management tools and methodologies. This will show potential employers that you have the technical expertise to succeed in this role.
- Tailor your resume to each job you apply for. Highlight the skills and experience that are most relevant to the job description.
- Proofread your resume carefully before submitting it. Make sure there are no errors in grammar or spelling.
Essential Experience Highlights for a Strong Service Delivery Supervisor Resume
- Lead and manage a team of service delivery engineers, providing technical support and troubleshooting services to clients.
- Manage a portfolio of service contracts, ensuring timely and efficient delivery of services.
- Develop and implement service delivery models to improve efficiency and effectiveness.
- Establish and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams.
- Proactively identify and mitigate risks to ensure that service delivery is not disrupted.
- Conduct regular performance evaluations of team members and provide feedback for growth and development.
- Collaborate with technical leadership to identify and address service delivery gaps and challenges.
Frequently Asked Questions (FAQ’s) For Service Delivery Supervisor
What are the key responsibilities of a Service Delivery Supervisor?
The key responsibilities of a Service Delivery Supervisor include leading and managing a team of service delivery engineers, managing a portfolio of service contracts, developing and implementing service delivery models, establishing and maintaining strong relationships with key stakeholders, proactively identifying and mitigating risks, conducting regular performance evaluations of team members, and collaborating with technical leadership to identify and address service delivery gaps and challenges.
What are the qualifications for a Service Delivery Supervisor?
The qualifications for a Service Delivery Supervisor typically include a bachelor’s degree in computer science or a related field, several years of experience in service delivery management, and strong leadership and communication skills.
What are the career prospects for a Service Delivery Supervisor?
The career prospects for a Service Delivery Supervisor are good. With experience, Service Delivery Supervisors can move into management positions, such as Service Delivery Manager or Director of Service Delivery.
What are the challenges of being a Service Delivery Supervisor?
The challenges of being a Service Delivery Supervisor include managing a team of engineers, meeting customer expectations, and staying up-to-date on the latest technology trends.
What are the rewards of being a Service Delivery Supervisor?
The rewards of being a Service Delivery Supervisor include a good salary, benefits, and the opportunity to make a difference in the lives of customers.
How can I become a Service Delivery Supervisor?
To become a Service Delivery Supervisor, you typically need a bachelor’s degree in computer science or a related field, several years of experience in service delivery management, and strong leadership and communication skills.
What are the key skills for a Service Delivery Supervisor?
The key skills for a Service Delivery Supervisor include leadership, communication, problem-solving, and technical expertise.
What are the certifications for a Service Delivery Supervisor?
There are several certifications available for Service Delivery Supervisors, such as the Certified Service Delivery Professional (CSDP) and the Certified Service Management Professional (CSMP).