Achieving a concise yet comprehensive summation of your multi-faceted project management experience can be a specific CV challenge for you as a service delivery manager. By deploying the targeted strategies offered in our guide, you'll learn how to articulate your credentials efficiently, ensuring that your CV stands out to potential employers.
What information should you include in your service delivery manager CV? Learn how to create your interview-landing and job-winning profile with our bespoke guide on:
- Applying best practices from real-world examples to ensure your profile always meets recruiters' expectations;
- What to include in your work experience section, apart from your past roles and responsibilities?
- Why are both hard and soft skills important for your application?
- How do you need to format your CV to pass the Applicant Tracker Software (ATS) assessment?
If you're writing your CV for a niche service delivery manager role, make sure to get some inspiration from professionals:
- Junior Business Analyst CV Example
- IT Business Analyst CV Example
- Business Manager CV Example
- Business Development Executive CV Example
- Business Owner CV Example
- Business Intelligence CV Example
- Business Analyst CV Example
- Supervisor CV Example
- Entry Level Business Analyst CV Example
- Relationship Manager CV Example
Resume examples for service delivery manager
Explore additional service delivery manager cv samples and guides and see what works for your level of experience or role.
By Experience
Senior Service Delivery Manager
- Strategic Career Progression - James Lewis's career trajectory demonstrates continual growth within the IT service delivery domain, showcasing a clear path from Operations Manager at Virgin Holidays to his current role as Senior Service Delivery Manager at Jet2holidays. The progression highlights his ability to take on increasing responsibilities and manage larger teams, indicating robust leadership capabilities.
- Powerful Achievements with Substantial Business Impacts - The CV emphasizes notable achievements, such as a 50% improvement in SLA compliance and a 30% boost in customer satisfaction. These accomplishments are not just about numbers, but rather emphasize the substantial business impacts, like enhanced service quality and cost efficiency, that Lewis has delivered through strategic initiatives.
- Focus on Framework and Methodologies - Emphasizing his technical depth, the CV reflects Lewis's adeptness within the IT sector through implementation and enhancements using the ITIL framework. This demonstrates his capability to apply industry-specific methodologies to optimize service operations, ensuring structured and efficient IT service management processes.
Global Service Delivery Manager
- Clear and Structured Presentation - The CV is structured in a way that allows for easy navigation, with clearly labeled sections such as experience, education, skills, and certifications. The content is concise, offering enough detail to convey accomplishments and skills without overwhelming the reader, making it effective for quick assessment by hiring managers.
- Progressive Career Trajectory - Lily Cooper's career shows a strong upward trajectory, moving from a Maintenance Coordinator to an Operations Supervisor, and then to a Facilities Manager within top firms like Sodexo, CBRE, and Mitie. This progression demonstrates her ability to take on greater responsibilities and adapt to different organizational environments, which speaks to her growth potential and leadership capabilities.
- Significant Achievements with Business Impact - The achievements section effectively highlights Lily's ability to impact the business positively. For instance, leading performance improvement projects that resulted in a 15% reduction in operational costs and successfully increasing customer satisfaction by 25% through strategic initiatives provide concrete evidence of her expertise and effectiveness in the role of Facilities Manager.
Associate Service Delivery Manager
- Organized and Concise Presentation - The CV is well-structured, presenting information succinctly and clearly. Sections are arranged logically, offering a straightforward look at Ruby's career history, skills, and achievements without overwhelming readers with unnecessary details.
- Progressive Career Growth - Ruby's career trajectory is impressive, showing a clear pattern of growth from a Project Coordinator at Deloitte to a Technology Delivery Manager at IBM. This progression indicates not only advancement in titles but also in responsibilities, showcasing a trajectory of increased leadership and project management acumen.
- Impressive Risk Mitigation Skills - Ruby's CV highlights a strong focus on risk management, a critical aspect in technology project management. Her ability to identify and mitigate risks, saving substantial potential losses, demonstrates her expertise in maintaining project integrity and delivering value to her employers.
Assistant Service Delivery Manager
- Structured and Clear Presentation - Daisy Shaw’s CV is meticulously organized, beginning with a succinct header that includes essential contact information and followed by a precise summary of her qualifications. The use of clear headings and bullet points ensures that the reader can easily navigate through her professional history and quickly grasp her core competencies.
- Progressive Career Development - Daisy’s career trajectory is marked by steady advancement from a Project Coordinator at Lockheed Martin to an Operations Manager at QinetiQ, and eventually moving into the role of Service Delivery Associate at BAE Systems. Each position highlights her growing responsibility and leadership experience, demonstrating her capability to adapt to different roles within the aerospace and defense industries.
- Impactful Achievements with Business Relevance - The CV effectively underscores Daisy's contributions by detailing significant achievements that had a noticeable impact on business operations. For instance, her efforts to increase SLA compliance by 20% and achieve a customer satisfaction score of 95% not only highlight her leadership and problem-solving skills but also show the tangible value she has brought to her employers.
By Role
Customer Service Delivery Manager
- Clear and structured content presentation - The CV is well-organized with distinct sections for experience, education, skills, and achievements. Each section is clearly labeled, making it easy for potential employers to quickly find relevant information. The use of bullet points helps in presenting detailed accomplishments in a concise manner, which enhances readability and understanding.
- Impressive career trajectory - Sophia Brooks has demonstrated significant professional growth, having advanced from a Sales Coordinator to a Customer Service Manager over a span of years. Her trajectory shows a consistent progression within customer service and sales management, indicating a strong professional drive and capability in these domains, underscored by positions at notable companies like Hanson UK and Marshalls PLC.
- Achievements with substantial business impact - The CV details notable achievements such as boosting customer satisfaction by 30% and enhancing sales by 25%, indicating a strong ability to deliver impactful business results. These achievements not only highlight Sophia's capacity to lead and manage effectively but also underscore her strategic approach to improving both customer and sales metrics, which is crucial for organizational success.
Service Delivery Project Manager
- Concise and structured presentation - The CV is well-organized, providing a clear and concise overview of the candidate's qualifications. Key sections like experience, education, skills, and achievements are clearly defined, enabling the reader to quickly identify relevant information and understand the candidate's expertise without unnecessary detail.
- Career growth and specialization - Noah Jones has demonstrated strong career progression in the field of pharmacovigilance, transitioning from a Specialist to a Project Lead, and eventually to a Senior Project Coordinator. This trajectory showcases not only growth in responsibility and scope but also a deepening specialization in managing PV deliverables and risk mitigation.
- Impactful achievements with business relevance - The CV effectively highlights accomplishments that have a significant business impact, such as reducing project costs by 15% and achieving a 98% client satisfaction rate. These highlights are not just numerical; they elucidate how the candidate's actions directly enhanced the financial health and client relationships of the organizations they worked for.
Telecommunications Service Delivery Manager
- Content Presentation and Structure - The CV is methodically structured with clearly defined sections such as experience, education, skills, and achievements. Each aspect of Charlie Thomas’s professional background is concisely yet comprehensively laid out, allowing the reader to easily navigate through his career history and accomplishments.
- Career Growth and Industry Relevance - Charlie’s career trajectory is marked by steady growth beginning from a Customer Service Manager to Operations Manager. His progression through roles at notable organizations such as Vodafone, British Telecom, and NHS Lothian illustrates a strong upward career movement and adaptability across the communications and healthcare industries.
- Achievements and Business Impact - This CV highlights significant accomplishments with direct business relevance, such as the 25% increase in operational efficiency and 30% improvement in customer satisfaction scores. Each achievement is supported by specific metrics, which emphasize Charlie's ability to drive effective change and contribute to organizational success.
Healthcare Service Delivery Manager
- Data-Driven Career Growth - Rosie's career trajectory showcases a consistent pattern of measurable impacts in service delivery management, highlighted by her role as Head of Service Delivery at XYZ Solutions where she drove a 30% revenue increase. This progression from Service Delivery Manager to a head position emphasizes her ability to rise in her field through fostering team efficiency and streamlined operations.
- Structured and Impact-Centric Presentation - The CV is organized, presenting information clearly and concisely. Each section contributes to a holistic view of the candidate’s professional journey, with distinct areas for experience, education, skills, and achievements. This structure ensures readability and allows her significant accomplishments—like the 40% customer retention boost—to stand out significantly.
- Strategic Use of Advanced Methodologies - This CV highlights Rosie's adept use of industry-specific tools and methodologies such as ITIL and procurement strategies. Her Advanced ITIL Practitioner Certification and strategic leadership in budgeting and service process improvements underline her technical proficiency and commitment to staying at the forefront of service delivery innovations.
Service Delivery Manager in Banking
- Structured and Comprehensive Presentation - The CV is neatly organized into clearly defined sections such as Experience, Education, Skills, and Achievements, ensuring that potential employers can quickly and effectively assess Freya's qualifications. The use of bullet points under each position allows for concise presentation of key responsibilities and accomplishments.
- Impressive Career Progression - Freya Richardson demonstrates a clear upward trajectory in her career. Starting as an Operations Analyst and progressing to the role of a Third-Party Relationship Manager, each role is marked by increasing levels of responsibility and complexity. This progression indicates not only growth in her professional skills but also recognition from her employers.
- Significant Achievements with Business Impact - The CV effectively captures Freya's ability to deliver tangible business results. Each role is backed with quantifiable impacts such as improving customer satisfaction metrics, reducing risk factors, and achieving cost reductions. These figures showcase her capability to meet and exceed business objectives, making her a valuable asset to any organization.
Service Delivery Operations Manager
- Structured and Targeted Presentation - Evie Perry's CV is well-organized with a clear emphasis on her areas of expertise, allowing a hiring manager to quickly understand her core competencies. The structured sections, specifically categorized under experience, education, and skills, ensure clarity and focus, directing attention to key qualifications relevant to network service delivery.
- Demonstrated Career Growth and Leadership - The career trajectory shown in the CV indicates a steady progression from a Network Engineer to a leading managerial role at British Airways. This progression not only highlights her technical expertise but also underscores her leadership qualities and ability to manage larger responsibilities, such as guiding multi-national network migrations with zero downtime.
- Real-World Business Impact and Achievements - Her accomplishments, such as achieving a 25% increase in network availability and securing annual cost savings of £200k, don’t merely present numbers; they illustrate actionable business impacts and tangible improvements in service delivery. The emphasis on these outcomes demonstrates her understanding of aligning technical efforts with strategic business goals.
Service Delivery Manager in Retail
- Structured yet Concise Content Presentation - Elsie Murray's CV is meticulously structured, facilitating an easy evaluation of her qualifications and experience. It combines brevity and depth, ensuring key accomplishments and competencies stand out. The clear delineation of roles and achievements allows recruiters to quickly grasp her progression and impact.
- Impressive Career Trajectory and Growth - The trajectory outlined in the CV reflects significant career advancement from IT Support Manager to IT Service Delivery Manager, indicating both competence and adaptability. This progression demonstrates her readiness for leadership roles, as well as her capability to handle increased responsibilities in IT management and operations.
- Focus on Measurable Achievements with Business Impact - The CV effectively utilizes statistics and detailed examples to substantiate Elsie's contributions, such as reducing downtime by 20% or achieving a 30% improvement in resolution times. These quantifiable achievements highlight her ability to deliver measurable improvements in IT service delivery and operational efficiency that align with business goals.
Service Delivery Manager in Supply Chain
- Logical and Clear Structure - Amelia Murphy’s CV is structured in a way that is both logical and easy to navigate. The use of concise bullet points allows for quick understanding of her achievements and responsibilities. Each section, from experience to education, is clearly delineated, providing a comprehensive picture of her professional journey without overwhelming the reader.
- Demonstrated Career Growth and Versatility - The career trajectory displayed in the CV highlights Amelia’s consistent progression through key roles in the supply chain industry, moving from an Inventory Analyst to a Supply Chain Manager. Her experience across different companies such as Travis Perkins, Wolseley UK, and B&Q showcases her adaptability and her readiness to take on more significant challenges and responsibilities over time.
- Innovative Use of Industry Tools and Methodologies - Amelia’s CV underscores her expertise in supply chain-specific tools and methodologies. Her implementation of forecasting tools and data management systems are notable, as they demonstrate her technical ability to leverage new technologies to enhance supply chain processes, directly leading to increased efficiencies and cost savings for the companies she’s worked with.
Service Delivery Manager in Hospitality
- Structured and to-the-point presentation - The CV effectively compartmentalizes sections such as experience, education, and skills, providing a clear flow of information that is easy to digest. Bulleted lists under each experience entry highlight key achievements concisely, ensuring the reader can quickly grasp the candidate’s qualifications and contributions without wading through dense descriptions.
- Demonstrated career growth and industry focus - Florence Knight's career trajectory shows a clear path of progression from Incident Management Specialist to Service Delivery Manager, reflecting both mastery and a rising level of responsibility over time. The consistency in roles within the travel and technology industries suggests a deep industry expertise, underscoring her commitment and specialization in service delivery and incident management.
- Impact-driven achievements with business relevance - The achievements listed in the CV are not only quantified, such as the reduction in incident resolution time by 25%, but they also convey the business impact, such as improving operational efficiency and partner satisfaction by significant margins. This emphasis on tangible outcomes demonstrates her ability to effect real change and deliver results that align with business objectives.
Service Delivery Manager in Education
- Structured and Comprehensive Presentation - The CV is meticulously structured, offering a clear and organized view of Isaac Scott’s qualifications. Essential sections such as summary, experience, education, and skills are logically presented, enabling easy navigation and quick identification of key information.
- Impressive Career Progression in Youth Services - Isaac Scott's career trajectory demonstrates significant growth, moving from a Senior Youth Worker at YMCA, to a Youth Program Manager at The Prince's Trust, and then to a Lead Youth Services Coordinator at Barnardo's. This progression indicates a strong upward movement in his career with increased responsibilities and leadership roles.
- Impactful Achievements with Measurable Outcomes - The CV is reinforced by specific, quantifiable achievements such as reducing NEET rates by 20% and increasing engagement with vulnerable youth by 30%. Each accomplishment is articulated in terms of its positive impact, reflecting Isaac's ability to create meaningful change and drive organizational success.
Service Delivery Manager in Insurance
- Impressive and Clear Content Presentation - The CV is structured in a concise and clear format, beginning with a brief yet informative summary, followed by well-organized sections for each job experience. The use of bullet points enhances readability, allowing for quick identification of key accomplishments and skills. This clarity and succinctness make the information easily digestible for potential employers.
- Distinct Career Trajectory Showing Growth and Expertise - Poppy Griffiths' career progression from a Business Analyst at Deloitte to a Senior Consultant at PwC UK highlights a clear path of professional growth and deepening industry expertise. The steady advancement suggests a strong capacity for taking on more significant responsibilities and leading complex projects, thereby underlining sustained professional development within the insurance sector.
- Industry-Specific Expertise and Achievements - The CV effectively highlights Poppy's specialized knowledge in insurance technology transformation and project management. Her experience with Agile methodologies, cloud technologies, and strategic stakeholder collaboration are particularly noteworthy. Specific achievements, such as a 25% reduction in client operational costs and boosting process efficiency by 40%, reflect her ability to implement industry-specific solutions that directly impact business success.
Service Delivery Manager in Manufacturing
- Executive Summary with Strategic Leadership - The CV begins with a concise and impactful summary, effectively setting the tone by stressing Leo Brown's strategic leadership in service delivery and data centre management. This succinct introduction immediately positions him as an expert capable of driving efficiencies and customer satisfaction, making a strong initial impression.
- Demonstrated Career Advancement and Industry Experience - Leo Brown's career trajectory is marked by consistent growth from a Service Engineer to a Service Delivery Manager. His progression reflects his accumulation of skills and responsibility levels, evidenced by roles at industry-leading companies like Schneider Electric and Johnson Controls. This progression underlines his deepening expertise in data centre cooling solutions and customer relations.
- Impactful Achievements and Business Relevance - The CV effectively highlights achievements with significant business outcomes, such as a 20% reduction in service costs and a 30% reduction in service delivery time. These accomplishments underscore Leo's ability to implement initiatives that enhance operational efficiency and drive tangible business results, reinforcing his capability to add substantial value to his role and the organization.
Service Delivery Manager in Pharmaceutical
- Structured and Detailed Experience Section - The CV presents a coherent career progression with clear job titles, companies, and locations, combined with meaningful bullet points that showcase specific responsibilities and achievements. This clarity allows the reader to easily understand Freddie Hughes' contributions and impact across different roles.
- Demonstrates Cross-Functional Leadership - Freddie's involvement in coordinating major product launches, managing teams, and leading cross-functional meetings exemplifies strong leadership skills. These experiences highlight his ability to work across departments, fostering collaboration and driving projects to successful completion.
- Achievements with Measurable Outcomes - The CV emphasizes achievements with quantifiable benefits, such as improving partner performance metrics by 25% and reducing response time by 30%. These results demonstrate Freddie's effectiveness in enhancing operational processes and delivering significant business value.
Service Delivery Manager in Energy
- Structurally clear and concise presentation - The CV is organized in a straightforward manner, with distinct sections that make navigating through the candidate's experience, education, and skills effortless. Each section is delineated for clarity, allowing prospective employers to quickly draw insights into Lucas's qualifications and achievements.
- Progressive career trajectory in the energy sector - Lucas Adams's career shows a consistent upward trajectory, transitioning from a Strategy Analyst to a Strategy & Performance Transformation Manager. This progression speaks to his ability to grow within the industry, take on increasingly complex roles, and make strategic impacts at leading energy companies such as BP plc, Shell International, and TotalEnergies.
- Demonstrable achievements with significant business impact - The CV features specific achievements that provide evidence of Lucas's contributions, such as managing a £100M net zero strategy project that enhanced operational efficiency by 15%. These accomplishments are linked to larger business goals, illustrating not just numbers but the strategic improvements brought to the organizations.
Service Delivery Manager in Construction
- Structured and Concise Presentation - Alexander Jackson's CV is well-organized with clear sections such as experience, education, skills, and achievements. Each section is concise yet comprehensive, providing a quick and effective understanding of his professional journey without overwhelming the reader.
- Steady Growth in Project Management Roles - The career trajectory reveals a steady progression from an Assistant Project Manager to a Construction Delivery Manager, showcasing Alexander's ability to take on increasing responsibilities. This demonstrates his growth in the field of nuclear power construction and his capability in handling complex projects.
- Industry-Specific Expertise - The CV highlights Alexander's proficiency in nuclear power, a niche sector in construction. His experience with major projects like Hinkley Point C and involvement in innovative logistics strategies underline his unique technical depth and adaptability to the specialized requirements of nuclear projects.
Structuring and formatting your service delivery manager CV for an excellent first impression
The experts' best advice regarding your CV format is to keep it simple and concise. Recruiters assessing your CV are foremost looking out for candidates who match their ideal job profile. Your white space, borders, and margins. You may still be wondering which format you need to export your CV in. We recommend using the PDF one, as, upon being uploaded, it never alters your information or CV design. Before we move on to the actual content of your service delivery manager CV, we'd like to remind you about the Applicant Tracker System (or the ATS). The ATS is a software that is sometimes used to initially assess your profile. Here's what you need to keep in mind about the ATS:
- All serif and sans-serif fonts (e.g. Rubik, Volkhov, Exo 2 etc.) are ATS-friendly;
- Many candidates invest in Arial and Times New Roman, so avoid these fonts if you want your application to stand out;
- Both single and double column CVs can be read by the ATS, so it's entirely up to you to select your CV design.
PRO TIP
Use bold or italics sparingly to draw attention to key points, such as job titles, company names, or significant achievements. Overusing these formatting options can dilute their impact.
The top sections on a service delivery manager CV
Career Summary presents a brief overview of your professional trajectory, highlighting your key achievements as a Service Delivery Manager.
Service Delivery Experience demonstrates your direct experience by detailing past roles and responsibilities unique to service delivery management.
Key Skills and Competencies showcases the specific set of skills essential for a service delivery manager such as SLA management, team leadership, and process improvement.
Project and Service Management Achievements highlights quantifiable accomplishments in managing projects and delivering services effectively.
Education and Certifications shows your foundational knowledge and any specialised training relevant to service delivery management roles.
What recruiters value on your CV:
- Highlight leadership and management experience by detailing previous roles where you effectively managed teams, optimising service delivery and ensuring customer satisfaction.
- Emphasise project management skills, including proficiency in methodologies like ITIL, and give examples of delivering complex service solutions on time and within budget.
- Detail your experience with service management tools and technologies, showcasing your ability to implement and operate them to improve service quality.
- Showcase your communication and interpersonal skills by mentioning instances where you successfully collaborated with clients, stakeholders, and cross-functional teams.
- Include measurable achievements such as improved service level agreements (SLAs), reduced response times, or enhanced customer satisfaction scores to demonstrate your impact in previous roles.
Recommended reads:
Making a good first impression with your service delivery manager CV header
Your typical CV header consists of Your typical CV header consists of contact details and a headline. Make sure to list your professional phone number, email address, and a link to your professional portfolio (or, alternatively, your LinkedIn profile). When writing your CV headline , ensure it's:
- tailored to the job you're applying for;
- highlights your unique value as a professional;
- concise, yet matches relevant job ad keywords.
You can, for examples, list your current job title or a particular skill as part of your headline. Now, if you decide on including your photo in your CV header, ensure it's a professional one, rather than one from your graduation or night out. You may happen to have plenty more questions on how to make best the use of your CV headline. We'll help you with some real-world examples, below.
Examples of good CV headlines for service delivery manager:
- Service Delivery Manager | ITIL Expert | Cloud Solutions | 8 Years of Driving Operational Excellence
- Senior Service Delivery Leader | Business Transformation | PRINCE2® | 12 Years in Strategic Implementation
- Service Delivery Manager | Customer Engagement | Efficiency Optimisation | Chartered Manager | 5+ Years Expertise
- Lead Service Delivery Manager | Agile Methodologies | Risk Management | MSc Project Management | 10-Year Track Record
- Junior Service Delivery Coordinator | Quality Assurance | Process Improvement | ITIL Foundation | Rising Professional
- Principal Service Delivery Manager | Large-Scale Project Delivery | Change Management | 15+ Years of Industry Leadership
Your service delivery manager CV introduction: selecting between a summary and an objective
service delivery manager candidates often wonder how to start writing their resumes. More specifically, how exactly can they use their opening statements to build a connection with recruiters, showcase their relevant skills, and spotlight job alignment. A tricky situation, we know. When crafting you service delivery manager CV select between:
- A summary - to show an overview of your career so far, including your most significant achievements.
- An objective - to show a conscise overview of your career dreams and aspirations.
Find out more examples and ultimately, decide which type of opening statement will fit your profile in the next section of our guide:
CV summaries for a service delivery manager job:
- With over 8 years of proven experience in managing IT service delivery for multinational corporations, this candidate excels in optimising service management processes, leading significant improvements in SLA performance, and driving customer satisfaction. Spearheaded a successful cloud migration project, reducing downtimes by 30%.
- An adept professional with a decade's experience in telecommunications service delivery, renowned for deploying complex network solutions and enhancing operational efficiency. Successfully managed a team of 50+, achieving an exemplary 95% retention rate and a 40% improvement in service delivery timescales.
- A seasoned marketing manager aiming to transition into service delivery, bringing 6 years of expertise in campaign orchestration and strategic planning. Instrumental in growing a start-up’s client base by 300%, keen to leverage analytical and people management skills to excel in service delivery operations.
- Transitioning from a 7-year career in hospitality management, where customer experience is paramount, to service delivery management, with a commitment to utilising profound operational supervision and stakeholder engagement capabilities to attain the highest service quality and efficiency.
- As a recent graduate with a Master's degree in Business Administration, I am eager to embark on a career as a service delivery manager. My academic focus on service operations management, combined with my internship experience, fuels my objective to develop cutting-edge service delivery strategies.
- Energised by a fascination with technology and efficient service frameworks, I am dedicated to pursuing a service delivery management path. Though new to the industry, my internships in project coordination and exceptional problem-solving skills will contribute to shaping thoughtful service solutions.
How to meet job requirements with your service delivery manager CV experience
We've now reached the essence of your actual CV - your experience section. This is the space where you can list your career roles and on-the-job successes. Many candidates tend to underestimate just how much time and effort they should put into writing this CV section. Your experience shouldn't be a random list of your responsibilities, but instead:
- Match the job description with your skills, values, and accomplishments;
- Start each bullet with a strong action verb, followed up with one key skill and your outcome of applying this skill;
- Spotlight parts of your career history that are relevant to the job you're applying for.
Before we move on, make sure to check out some professional CV experience sections.
Best practices for your CV's work experience section
- Led a team of 20+ IT professionals, ensuring top-tier delivery of managed services for 5 key enterprise clients, resulting in a 95% customer satisfaction rating.
- Implemented a service delivery framework that reduced incident response times by 35% and increased team efficiency.
- Coordinated with cross-functional departments to align on service delivery standards, establishing a shared service level agreement (SLA) that enhanced overall performance by 25%.
- Spearheaded a quality assurance programme that identified and rectified 90% of potential service issues before impacting clients.
- Managed the successful transition of service delivery models during three major organisational restructuring efforts, maintaining uninterrupted service excellence.
- Developed and monitored key performance indicators (KPIs), delivering monthly reports to executive management that informed strategic decision making within the service delivery department.
- Negotiated with suppliers to secure cost-effective solutions that improved our service delivery capabilities while staying 20% under the annual budget.
- Facilitated training workshops, upskilling the service delivery team in the latest ITIL frameworks and customer service excellence methodologies.
- Championed the adoption of agile methodologies within the service delivery processes, resulting in a 40% increase in project turnaround speed.
Work Experience
Senior IT Service Delivery Manager
IBM
01/2017-12/2019
- Managed a team of 20 service professionals delivering IT solutions for clients including routine maintenance, troubleshooting, and upgrades, achieving a 97% customer satisfaction rate.
- Oversaw the implementation of a cloud-based customer service platform for more than 300 users, improving ticket resolution times by 35%.
- Collaborated with cross-functional teams to tailor SLAs for high-priority clients, leading to a 50% reduction in critical incident recovery times.
Work Experience
Service Delivery Leadership Manager
Accenture
03/2012-06/2016
- Successfully negotiated and secured a multi-year service contract with a leading bank, increasing annual revenues by 25%.
- Implemented a new performance management system, which led to an increase in team productivity by 20% within the first year.
- Directed the transition of service delivery models from traditional to Agile frameworks, facilitating more efficient release cycles.
Work Experience
Global Service Delivery Manager
Cisco Systems
07/2014-11/2021
- Launched a customer-focused initiative that increased client retention rates by 30% through enhanced communication and service delivery practices.
- Managed the service delivery process for a comprehensive cybersecurity overhaul, which successfully defended against an average of 1,000 threats per month.
- Acted as the primary escalation point for client issues, effectively resolving over 95% of complaints within the first contact.
Work Experience
Service Delivery Operations Manager
Vodafone
05/2009-08/2013
- Developed and enforced best practice protocols for service delivery across European markets, enhancing operational consistency and quality.
- Pioneered a client onboarding program that reduced average setup time by 40%, consequently improving first-year client satisfaction scores.
- Managed budget allocation for the service delivery department, effectively reducing costs by 20% while maintaining service quality.
Work Experience
Lead Service Delivery Manager
Amazon Web Services
02/2020-Ongoing
- Cultivated a culture of continuous improvement, incorporating feedback mechanisms that increased service delivery efficiency by 15% within the first quarter.
- Steered the digital transformation project that integrated AI-driven support tools, which enhanced troubleshooting response times by 50%.
- Coordinated with sales and marketing teams to align service delivery with new product launches, ensuring a seamless customer experience.
Work Experience
Client Services Delivery Manager
Hewlett Packard Enterprise
11/2013-04/2018
- Championed a customer outreach program which contributed to an annual growth in contract renewals by 18% due to improved service levels.
- Facilitated the integration of a new ITSM software suite, leading to an enhanced workflow automation and a drop in manual processing errors by 25%.
- Conducted quarterly service reviews with enterprise-level clients, providing actionable insights that led to custom solution developments.
Work Experience
Service Delivery Excellence Manager
Oracle Corporation
10/2016-05/2020
- Aligned service delivery processes with ISO/IEC 20000 standards, enabling the company to win a prestigious industry award for service excellence.
- Facilitated a service improvement plan that directly resulted in enhancing operational uptime from 99.5% to 99.9%.
- Developed a robust risk management framework that mitigated potential service disruptions, thereby preserving critical business functions.
Work Experience
Head of Service Delivery & Operations
Salesforce
06/2019-Ongoing
- Spearheaded a strategic initiative to consolidate service delivery tools across the company, leading to a reduction in vendor costs by 10%.
- Oversaw the deployment of a customer portal, enhancing client's ability to monitor service levels and utilise self-service features effectively.
- Initiated and managed a cross-skilling program for the service team, which expanded capabilities and reduced dependency on specific technical experts by 35%.
Lacking professional expertise: how to write your CV to highlight your best talents
Don't count on your lucky stars when you're applying for a role, where you happen to have less (or almost none) professional experience. Recruiters sometimes do hire inexperienced candidates if they're able to present their unique value from the get-go. So, instead of opting for the traditional, CV experience section:
- List any applicable expertise you happen to have - no matter if it's a part-time job, internship, or volunteer work. This would hint to recruiters that your profile is relevant;
- Focus your CV on your transferrable skills or talents you've obtained thanks to your whole life and work experience. In effect, you'll be spotlighting your value as a candidate;
- Separate more space for your applicable academic background and certificates to show you have the technical know-how;
- Ensure that within your objective, you've defined why you'll like the job and how you'll be the perfect match for it. Always ensure you've tailored your CV to individual applications.
Looking for more good examples for your first job? We'll show you how other candidates, with less professional experience, have created their job-winning CVs.
Recommended reads:
PRO TIP
Talk about any positive changes you helped bring about in your previous jobs, like improving a process or helping increase efficiency.
The CV skills' divide: between hard and soft skills
Of course, you may have read the job requirements plenty of times now, but it's key to note that there is a difference between technical and personal skills. Both are equally relevant to your job application. When writing about your skill set, ensure you've copy-pasted the precise skill from the job requirement. This would not only help you ensure you have the correct spelling, but also pass any Applicant Tracker System (ATS) assessments.
- Hard skills show your technological capabilities. Or whether you'll be a good technical fit to the organisation. Ensure you've spotlighted your hard skills in various sections of your CV (e.g. skills section, projects, experience) by including the technology and what you've attained;
- Soft skills pinpoint your personality and people or communication skills, hinting at if you'll easily accomodate into the team or organisation. Quantify your soft skills in your CV achievements, strengths, summary/objective, and experience sections. Always support your soft skills with how they've helped you grow as a professional.
Top skills for your service delivery manager CV:
HARD SKILLS
IT Service Management (ITSM)
Service Level Agreement (SLA) Management
Project Management
Information Technology Infrastructure Library (ITIL)
Process Improvement
Change Management
Business Continuity Planning
Vendor Management
Performance Metrics Analysis
Customer Relationship Management (CRM)
SOFT SKILLS
Communication
Leadership
Problem-Solving
Strategic Thinking
Teamwork
Customer Service Orientation
Adaptability
Time Management
Decision Making
Conflict Resolution
PRO TIP
If there's a noticeable gap in your skillset for the role you're applying for, mention any steps you're taking to acquire these skills, such as online courses or self-study.
Further professional qualifications for your service delivery manager CV: education and certificates
As you're nearing the end of your service delivery manager CV, you may wonder what else will be relevant to the role. Recruiters are keen on understanding your academic background, as it teaches you an array of hard and soft skills. Create a dedicated education section that lists your:
- applicable higher education diplomas or ones that are at a postgraduate level;
- diploma, followed up with your higher education institution and start-graduation dates;
- extracurricular activities and honours, only if you deem that recruiters will find them impressive.
Follow a similar logic when presenting your certificates. Always select ones that will support your niche expertise and hint at what it's like to work with you. Balance both technical certification with soft skills courses to answer job requirements and company values. Wondering what the most sought out certificates are for the industry? Look no further:
PRO TIP
Focus on describing skills in the context of the outcomes they’ve helped you achieve, linking them directly to tangible results or successes in your career.
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Key takeaways
Impressing recruiters with your experience, skill set, and values starts with your professional service delivery manager CV. Write concisely and always aim to answer job requirements with what you've achieved; furthermore:
- Select a simple design that complements your experience and ensures your profile is presentable;
- Include an opening statement that either spotlights your key achievements (summary) or showcases your career ambitions (objective);
- Curate your experience bullets, so that each one commences with a strong, action verb and is followed up by your skill and accomplishment;
- List your hard and soft skills all across different sections of your CV to ensure your application meets the requirements;
- Dedicate space to your relevant higher education diplomas and your certificates to show recruiters you have the necessary industry background.
