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.

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 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)

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