CV / English / IT Service Delivery Manager

Christopher Wallace

Email: [email protected]

Phone: +1 (555) 123-4567

Address: 678 Tech Avenue, Silicon Valley, CA, 90210

Brief

A dedicated and results-driven IT Service Delivery Manager with over 10 years of experience in leading cross-functional teams and managing complex IT projects from conception to completion. Proven expertise in enhancing system availability, performance, and reliability, while reducing costs and meeting all customer expectations. Strong background in developing and implementing strategic plans, policies, and best practices that improve efficiency, productivity, and customer satisfaction in fast-paced environments.

Core Competencies

• IT Service Management (ITSM)
• Project Management
• IT Infrastructure Library (ITIL) Processes
• Vendor and Stakeholder Management
• Continuous Improvement
• Risk Management
• Team Leadership and Development
• Budgeting and Cost Control
• Customer Relationship Management (CRM)
• Strategic Planning

Technologies and Certifications

• Technologies: Cloud Computing (AWS, Azure), Virtualization (VMware, Hyper-V), Database Management (SQL, Oracle)
• Tools: ServiceNow, JIRA, Confluence, Microsoft Office Suite, Microsoft Project
• Certifications:
  • Certified ITIL Foundation
  • PMP (Project Management Professional)
  • Certified ScrumMaster (CSM)
  • Microsoft Certified: Azure Administrator Associate

Professional Experience

ABC Tech Solutions, Silicon Valley, CA

IT Service Delivery Manager March 2015 – Present - Lead a team of 20+ IT professionals in the delivery of high-quality IT services, achieving a 98% customer satisfaction rate. - Managed IT projects with budgets up to $5M, ensuring they are delivered on time, within scope, and budget. - Developed and implemented ITSM processes in line with ITIL guidelines, reducing downtime by 30%. - Negotiated and managed contracts with key vendors, improving service quality and reducing costs by 20%.

XYZ Corp, San Francisco, CA

Senior IT Analyst January 2010 – February 2015 - Played a key role in the IT department, supporting IT service delivery and project management activities. - Assisted in the deployment of a new IT service management platform that improved incident resolution times by 25%. - Contributed to the development of the company’s IT disaster recovery plan, enhancing business continuity strategies.

Education and Training

• Master of Science in Information Technology University of California, Berkeley, CA Graduated: June 2009

• Bachelor of Science in Computer Science Stanford University, Stanford, CA Graduated: June 2007

• Professional Development:

  • Agile and Scrum Training
  • Leadership and Management Workshops
  • ITIL Foundation Course

Referees

Available upon request.