CV / English / Service Delivery Manager

Email: [email protected] Phone: +1 (555) 123-4567 Address: 245 Harmony Road, Techville, CA

Dynamic Service Delivery Manager with over 12 years of experience in IT service management, specializing in streamlining delivery processes, improving service quality, and enhancing customer satisfaction. Adept at leading cross-functional teams, managing key stakeholder relationships, and implementing effective IT strategies that drive organizational growth.

• Strategic Planning & Execution
• IT Service Management (ITSM)
• Project Management
• Service Level Agreement (SLA) Management
• Team Leadership & Development
• Customer Relationship Management (CRM)
• Process Improvement
• Risk Management
• Incident & Change Management

• ITIL Certified
• Certified Scrum Master (CSM)
• Proficient in ITSM tools (ServiceNow, JIRA)
• Microsoft Office Suite
• Basic knowledge in SQL and Python

Senior Service Delivery Manager

TechSolutions Inc., Techville, CA June 2017 - Present - Led a team of 20+ service management professionals ensuring the delivery of high-quality IT services. - Managed the service delivery lifecycle, from planning and scheduling to execution and service closure. - Ensured compliance with SLAs, improving customer satisfaction ratings by 35%. - Implemented a new ITSM tool, resulting in a 50% reduction in incident response times.

IT Service Manager

Innovatech Ltd., San Francisco, CA March 2011 - May 2017 - Oversaw the daily operations of the IT service desk, supporting over 10,000 users. - Developed and enforced IT policies and procedures to ensure alignment with corporate goals. - Successfully managed multiple IT projects, including software upgrades and migrations, with budgets up to $500K.

• MBA, Technology Management, University of California, San Francisco, 2010
• Bachelor of Science in Information Technology, Stanford University, 2008
• ITIL Foundation Certificate in IT Service Management, 2013
• Certified Scrum Master (CSM), 2015

John Smith

Former Supervisor TechSolutions Inc. Email: [email protected] Phone: +1 (555) 987-6543

Lisa Green

Former Colleague Innovatech Ltd. Email: [email protected] Phone: +1 (555) 678-1234