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    Robert Smith: Senior Service Delivery Manager

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    IT SOLUTION PROVIDER

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    © All Rights Reserved
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    Robert Smith: Senior Service Delivery Manager

    Uploaded by

    IT SOLUTION PROVIDER
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    Original Title

    service-delivery-manager-1572454377

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    Copyright:

    © All Rights Reserved
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    30 views2 pages

    Robert Smith: Senior Service Delivery Manager

    Uploaded by

    IT SOLUTION PROVIDER

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Senior Service Delivery Manager Phone: (123) 456 78 99

    Email: info@qwikresume.com
    Website: www.qwikresume.com
    ROBERT SMITH LinkedIn:
    linkedin.com/qwikresume
    Address: 1737 Marshville Road,
    Alabama.

    Objective
    Champions the support Service Delivery in projects, developing a strong understanding of projects
    impacting on support services and ensure the impact is minimized. Ensured that appropriate and
    up to date controls, processes, documentation, and procedures are in place and followed. To
    aggressively pursue a career, that allows to utilize the experience and provide an opportunity for
    advancement through learning and mastering new skills and enhancing the existing skills.

    Skills

    Microsoft Office, General Management, Operations Management, Sales, Government Relations,


    Business Acumen

    Work Experience
    Senior Service Delivery Manager
    ABC Corporation ­ March 2008 – January 2012
     Coordinated all activities on behalf of the client ensuring a seamless single point of contact
    for all services requiring immediate support were met Ensured all processes and procedures
    were kept up-to-date and accurately reflected customer environments and requirements.
     Liaise with all internal service delivery teams to ensure a consistently high level of service.
    Ensured the clients leadership was notified as soon as possible of any possible disruption to
    services provided by Orange, Virtela, SAVVIS, Integralis, AT&T, Quest and Carousel under
    the outsourcing agreement.
     Served as the primary escalation point to the Global Service Desk for the USA region for any
    issues or points of direction.
     Assisted international regions with any issues related to incidents and support by the Global
    Service Desk. Assisted with the management of the P&L for the outsourcing agreement
    for Desktop, Network and Server Support and saw to overachieve KPIs in regards to
    profitability without impacting other SLAs.
     Managed and drove all services through the adoption and implementation of ITIL processes
    and procedures.
     Minimized risk to both end-users and the client. Assisted the clients execution of their IT
    strategy through the implementation of continuous improvements that align with the needs of
    the clients business.
     Assisted the clients IT executives and other senior management as appropriate in their
    planning activities as required.

    Service Delivery Manager


    ABC Corporation ­ 2003 – 2008
     Manage call center operations for accounts providing Technical and Customer Service support
    for a major OEM computer manufacturer, receiving over 3 million calls and generating over
    $30 million dollars in revenue annually.
     Devised call routing process for second-level technical support calls resulting in a 10%
    decrease in average hold times for customers and improved staffing allocations.
     Developed the Quality department responsible for escalated customer issues.

    © This Free Resume Template is the copyright of Qwikresume.com. Usage


    Guidelines
     Implemented scheduled break programs that reduced idle time and lost hours by 15%.
     Successfully completed ramp, increasing staff from 180 technicians to 300 technicians in 10
    weeks.
     Coordinated implementation of Workforce Management application throughout the Dallas Call
    Center.
     This is Dummy Description data, Replace with job description relevant to your current role.

    Education
    Bachelors in Business - 2002 (Strayer University)

    © This Free Resume Template is the copyright of Qwikresume.com. Usage


    Guidelines

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