Service Delivery Manager Resume Guide

Service Delivery Managers are responsible for overseeing the delivery of services to customers. They ensure that customer service is being delivered in a timely and efficient manner, while also coordinating activities between different departments. Additionally, they monitor performance metrics and work with teams to develop strategies for improvement.

You have the skills and experience to manage any service delivery team, but hiring managers don’t know who you are. To make them aware of your capabilities, you must create a resume that stands out from the crowd.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Service Delivery Manager Resume Sample

Leon Mitchell
Service Delivery Manager

[email protected]
023-831-2096
linkedin.com/in/leon-mitchell

Summary

Proficient service delivery manager with 7+ years of experience managing the end-to-end fulfillment of client contracts. Achieved desired customer satisfaction ratings in excess of 95% through proactive management, innovative problem solving, and strong interpersonal skills. At XYZ Corporation led a team to exceed key performance metrics by 25%. Seeking to join ABC Company as Service Delivery Manager and contribute to its success.

Experience

Service Delivery Manager, Employer A
Spokane, Jan 2018 – Present

Utilized a customer-oriented approach to successfully manage service delivery of over 35 accounts, ensuring that all client expectations were met.
Developed and implemented new processes which reduced resolution time by 25% and decreased overall costs by 8%.
Reduced customer complaints rate from 10 cases per month to an average of 2 cases per quarter through improved communication with clients & partners as well as proactive problem solving techniques.
Structured daily operations, managing teams up to 12 members in order to meet deadlines while still providing high quality services; increased team efficiency by 15%.
Actively monitored vendor performance against SLAs (Service Level Agreements) and escalated any potential issues before they impacted the customers’ satisfaction level or service delivery timeline.

Service Delivery Manager, Employer B
Columbus, Mar 2012 – Dec 2017

Mentored a team of 15 customer service representatives, providing support and guidance to ensure efficient service delivery; achieved a 12% increase in customer satisfaction ratings across all departments.
Represented the company at various industry events and conferences, networking with key decision makers to generate new business opportunities worth $300K+ over six months.
Thoroughly analyzed product performance data on a weekly basis to identify areas for improvement; implemented changes that resulted in an 18% decrease in operational costs within three months.
Expedited order processing times by streamlining internal processes, reducing turnaround time from 4 days to 2 days while retaining 98% accuracy levels or higher each month.
Improved the overall quality of services delivered by training personnel on best practices for handling difficult customers; cut complaints rate by 30%.

Skills

Service Delivery
ITIL
IT Service Management
Change Management
Team Leadership
Business Analysis
Vendor Management
Process Improvement
IT Management

Education

Bachelor’s Degree in Business Administration
Educational Institution XYZ
Nov 2011

Certifications

Certified Service Delivery Manager (CSDM)
IT Service Management Forum
May 2017

1. Summary / Objective

Your resume summary/objective should be a snapshot of your qualifications and experience as a service delivery manager. It is the first thing potential employers will read, so it needs to make an impact. You could mention your background in IT project management, customer service excellence rating, or any other relevant achievements that demonstrate why you are the ideal candidate for the job.

Below are some resume summary examples:

Driven service delivery manager with 10+ years of experience seeking to drive customer success and satisfaction at XYZ. At ABC, managed a team of 15 personnel responsible for providing end-to-end support services across multiple locations in the US and Canada. Developed innovative strategies that increased client retention by 25%. Experienced in both onsite/offshore IT operations management and project management best practices.

Seasoned service delivery manager with 10+ years of experience leading teams to consistently meet and exceed customer expectations. Skilled in building strong relationships with customers, stakeholders, and team members. Achieved an average customer satisfaction rating of 95%, resulting in increased sales by 15%. Looking to leverage past successes at ABC Services as a service delivery manager for the company’s new product line.

Talented service delivery manager with 8+ years of experience leading teams in the successful implementation and maintenance of multiple IT systems. Proven track record for developing cohesive strategies, driving business results through customer satisfaction, and building strong relationships with stakeholders. Outstanding interpersonal skills that foster a positive work environment in high-pressure situations.

Energetic service delivery manager with 9+ years of experience driving and overseeing the successful implementation of customer service initiatives for both small and large organizations. Proven track record in the design, development, deployment, maintenance and optimization of multiple services. Seeking to utilize expertise in process management at ABC Tech to ensure exceptional levels of client satisfaction.

Accomplished service delivery manager with 8+ years of experience coordinating and managing complex projects in the IT industry. Skilled at driving successful project outcomes through effective communication, resource management, and problem-solving abilities. Proven success meeting customer expectations while maintaining a high level of quality control throughout all stages of the service delivery process.

Well-rounded service delivery manager with 5+ years of experience in leading customer-focused initiatives and driving operational excellence for a wide range of clients. Proven track record of successfully executing end-to-end projects, ensuring client satisfaction at every stage, while reducing costs by 20%. Recognized as an influential leader who is able to motivate teams towards achieving common goals.

Determined Service Delivery Manager with 8+ years of experience leading teams to deliver high-quality IT projects on time and within budget. Proven track record developing processes, managing key client relationships, and driving service excellence for ABC Tech’s international customers. Leveraging strong leadership skills to drive operational efficiency in the delivery of services at XYZ Corp.

Skilled service delivery manager with 8+ years of experience in customer relations and IT operations. Proven track record of successfully managing large-scale, multi million dollar projects while working within tight budgets and timelines. Seeking to join ABC Tech as a Service Delivery Manager to utilize my problem solving skills and expertise in streamlining processes for maximum efficiency.

2. Experience / Employment

For the experience section, you should list your employment history in reverse chronological order, meaning the most recent job is listed first.

When writing about what you did for each role, stick to bullet points and provide detail on what tasks were completed and any results achieved. This allows the reader to quickly digest the information without having to read through long paragraphs of text.

For example, instead of saying “Managed customer service team,” you could say, “Led a 10-person customer service team that consistently exceeded monthly goals by 15%, resulting in an overall improvement in customer satisfaction ratings.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Assessed service delivery processes of 10 departments, identified areas for improvement and restructured workflow to reduce process time by 25%.
Reorganized the customer service team into 3 sub-teams, implemented new response protocols and increased customer satisfaction ratings by 21%.
Spearheaded a project to improve operational efficiency across all teams within the company; achieved over $500K in cost savings annually through optimized resource utilization.
Facilitated collaboration between IT and operations staff members on various initiatives to ensure smooth implementation of services while adhering to industry regulations & standards.
Diligently monitored quality assurance metrics such as incident resolution rates, customer feedback scores and response times; improved overall performance levels by 17% within 6 months.

Substantially improved customer service delivery by 20%; reduced wait time for each transaction from 12 minutes to 6 minutes and achieved 100% customer satisfaction ratings.
Achieved cost savings of $50,000 annually through efficient resource allocation; coordinated the reallocation of staff across multiple departments and optimised resources for better results.
Formulated innovative strategies to respond quickly to changing market conditions; identified new opportunities in emerging markets that resulted in an increase in sales by 15%.
Presented reports on service delivery performance metrics at quarterly board meetings; tracked progress against key goals such as response times, quality assurance & turnaround times on a daily basis with real-time data analytics tools.
Revised departmental procedures, policies & standards based on feedback received during regular surveys conducted among customers and employees alike; increased employee morale by 10% over the course of one year due to enhanced job satisfaction levels resulting from these changes.

Prepared and implemented detailed service delivery plans resulting in a 6% reduction of operational costs and improved customer satisfaction by 12%.
Compiled daily performance reports to track progress against objectives, identify areas for improvement and recommend solutions to increase efficiency.
Streamlined the process of onboarding new customers, reducing the average time per request from 2 days to 1 day while maintaining accuracy at 99%.
Optimized scheduling processes through automation; saved 40 hours/week for personnel previously dedicated to manual bookkeeping tasks.
Resourcefully addressed customer complaints within 24 hours; achieved an 87% success rate in resolving issues swiftly with minimal disruption or cost implications.

Coordinated a team of 10 service delivery personnel, overseeing daily operations and ensuring customer service standards were met; increased overall efficiency by 15%.
Advised over 300 clients on product features and services, as well as resolving any complaints within 24 hours; raised customer satisfaction ratings to an all-time high of 85%.
Demonstrated strong project management skills in developing & implementing new procedures for streamlining the order fulfillment process; reduced operational cost by $10,000 per month.
Participated in cross-functional teams to collaborate with other departments such as Marketing & Sales on promotions, campaigns & event planning initiatives that exceeded sales targets by 5%.
Meticulously tracked orders from start to finish utilizing various systems and software programs to ensure timely deliveries for customers across 4 locations nationwide; improved accuracy rates up to 98%.

3. Skills

Skill requirements will differ from one employer to the next; this can easily be ascertained from the job posting. Organization A may be looking for someone with experience in ITIL and Organization B may require knowledge of Six Sigma.

It is important to tailor the skills section of your resume to each job you are applying for; this will ensure that it passes through any applicant tracking systems used by employers, which scan resumes for certain keywords before passing them on to a human.

In addition to merely listing these skills here, you should also discuss them further in other sections such as the summary or work experience section.

Below is a list of common skills & terms:

Account Management
Active Directory
Analysis
Business Analysis
Business Development
Business Intelligence
Business Process
Business Process Improvement
CRM
Call Centers
Change Management
Cloud Computing
Coaching
Cross Functional Team Leadership
Customer Relationship Management
Customer Satisfaction
Data Center
Disaster Recovery
IT Management
IT Operations
IT Outsourcing
IT Service Management
IT Strategy
ITIL
Incident Management
Information Technology
Infrastructure
Integration
Managed Services
Microsoft Exchange
Networking
Operations Management
Outsourcing
PRINCE2
Performance Management
Pre Sales
Problem Management
Process Improvement
Program Management
Project Delivery
Project Planning
Requirements Analysis
Risk Management
SDLC
SLA
SQL
Security
Servers
Service Delivery
Service Desk
Service Improvement
Service Management
SharePoint
Software Documentation
Software Project Management
Solution Architecture
Stakeholder Management
Strategy
System Administration
Team Leadership
Team Management
Teamwork
Technical Support
Telecommunications
Time Management
Troubleshooting
VMware
Vendor Management
Virtualization
VoIP
Windows
Windows Server

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated within the last few years and don’t have much work experience, include an education section below your objective. However, if you have significant work experience to showcase, omitting the education section is perfectly fine.

If including an education section, try to mention courses related to service delivery management that would be relevant for a hiring manager reading through resumes.

Bachelor’s Degree in Business Administration
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise in a particular field and show potential employers that you have the necessary knowledge and skills for the job. Having certifications on your resume can give you an edge over other applicants, as it shows that you are committed to staying up-to-date with industry trends and standards.

If there is any certification related to the position or industry which would be beneficial for hiring managers to know about, include them prominently in this section of your resume.

Certified Service Delivery Manager (CSDM)
IT Service Management Forum
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Leon Mitchell, this would be Leon-Mitchell-resume.pdf or Leon-Mitchell-resume.docx.

7. Cover Letter

Providing a cover letter alongside your resume is a great way to show potential employers that you are prepared and motivated for the position. It’s an opportunity for you to demonstrate why you would be the perfect fit, as it contains information that isn’t found in other parts of your application.

Cover letters typically consist of 2-4 paragraphs outlining key points about yourself, such as experience or skills related to the role. Although not always necessary for job applications, having one can give recruiters more insight into who you are and what makes you unique from other candidates applying for the same role.

Below is an example cover letter:

Dear Jessie,

I am writing to apply for the Service Delivery Manager position at XYZ Corporation. With more than 10 years of experience managing service delivery teams and processes, I am confident I can exceed your expectations in this role.

In my current role as Service Delivery Manager at ABC Company, I manage a team of 30+ customer service representatives who handle inbound and outbound calls for a major telecommunications provider. I have successfully implemented process improvements that have reduced average call times by 15%, increased first-call resolution rates by 20%, and decreased customer churn by 3%. In recognition of these accomplishments, I was awarded the “Manager of the Year” award in 2018.

I am knowledgeable about a variety of software applications and tools used to manage service delivery operations, including ticketing systems, live chat platforms, CRM software, and performance tracking dashboards. My analytical skills are superb, which comes in handy when identifying trends and areas for improvement within complex data sets. And finally, my interpersonal skills are top-notch—I’m able to effectively motivate team members to reach their full potential while maintaining high levels of morale throughout the organization.

If given the opportunity to join your team as Service Delivery Manager, I will work diligently to ensure all customers receive exceptional service each time they interact with your company. Thank you for your consideration; please do not hesitate to contact me if you have any questions or would like additional information about my qualifications.

Sincerely,

Leon