Service Delivery Manager Resume Sample

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					                                             JESSE KENDALL, PMP
                 123 Elm Street • Miami, FL 33183 • Phone: 305-555-5555  E-mail: jkendall@notmail.com


                                  Service Delivery Manager
          Serve as a catalyst for change with a commitment to improving operational efficiencies. 
                   Work with cross-functional teams to support strategic program goals. 
          Communicate client business objectives and execute plans that fuel progressive change. 

Results-driven business development leader with a unique facility for designing and implementing business objectives that
meet service delivery needs. Leverage financial planning and budgetary management experience to ensure scopes of
projects are met and maintained. Recognized for the ability to lead projects from initial definition to blueprint development
and overall execution. Work effectively with people from diverse professional and cultural backgrounds, and communicate
ideas in clear easy-to-understand terms. Spearhead the launch of new projects, and apply innovation and creativity to fuel
success. Exceptional project planning, organization, and detail orientation skills. Strengths also include:
   Cross-Functional Leadership             Interpersonal Communication               Communication Planning
   Performance Improvement                 Consulting Engagements                    Work Flow Optimization
   Project Management                      Advanced Technologies                     Client Development
   Strategic Planning                      Business Development                      Team Leadership
   Financial Analysis                      Program Planning                          Service Delivery


                                     PROFESSIONAL EXPERIENCE

ABC SOFTWARE / ATS SUPPORTING VETERANS HEALTH ADMINISTRATION, Miami, FL
Service Delivery Manager (20xx-Present)
Identify, procure, and direct consulting resources to execute client strategies. Develop monthly revenue and financial
forecasts to meet predetermined goals. Effectively manage all business development efforts associated with the Web Portal
project, with the goal of establishing two federal agency portals that share business and functional requirements with a
standardized look and feel and architectural direction.
   Devised a communication structure composed of internal stakeholders from the respective portals, which included
    monthly steering and subcommittee meetings to facilitate change management efforts. Cultivated trusting and
    interactive relationships, which served to jump-start the program.
   Documented a joint process flow diagram; completed a graphical site tour and Excel matrix of content and
    functionality of both portals to provide a visual representation detailing necessary alignment.

BCD CORPORATION, Miami, FL
Service Delivery Manager (20xx-20xx)
Directed staff efforts supporting the MDA IT equipment and software development life cycle (SDLC) from needs assessment
through deployment. Managed the budget, inventory, hardware, and overall project implementation.
   Led client software upgrades, managed user privileges and rights training, and interfaced with the Columbus-based
    help desk to resolve application issues. Issued system improvements and recommendations.
   Contributed to the planning, management, and execution of a $48 million federal IT budget. Ensured all
    technical goals were accomplished within budgeted amounts. Prepared obligation and execution reports that were
    commended by MDA’s Budget Execution Director, which resulted in no funding cuts.

                                                    EDUCATION
    M.S. in Computer Science – XYZ UNIVERSITY (20xx) / B.S. in Business Administration – XYZ COLLEGE (20xx)

                                      TRAINING / CERTIFICATIONS
        Secret Clearance • Certified Scrum Master • Rational Unified Process Training • ITIL Enterprise Service Desk
           ITIL Foundation Certification • SEI CMMI Configuration Management • SEI CMMI Project Management
                                   PMP Certification • DPAS Advanced Training Certificate
Creating a Compelling Cover Letter
A powerfully written cover letter is necessary to land most interviews and ensure job search success. When an
advertised position creates a pile of 100+ resumes, it becomes the responsibility of the hiring personnel to shortlist the
applications. Resumes without cover letters are usually the first to go, followed by the ones with poorly written cover
letters. Avoid this fate by following these effective strategies:


Address your cover letter appropriately:
Be sure that you get the name of the hiring manager before sending your resume, and address the letter to that
individual. The proper greeting will be either “Dear Mr. (Smith),” or “Dear Ms. (Smith).” Avoid using Miss or Mrs., and
do not address your letter to “Dear Sirs,” as it is considered inappropriate. If you are unsure of your contact’s gender,
address them by their first and last name, as in “Dear Pat Smith,” to avoid an embarrassing mistake. If you don’t know
the name of the hiring manager, simply use the greeting “Dear Hiring Manager,”– it’s clear, to the point, and gender
neutral.


Get to the point in your opening paragraph:
One of the most common interviewing questions employers ask is “Why should I hire you among other candidates?”
Provide an answer to that question right off the bat in your opening paragraph. This is a very important section
because it is the first thing the employer will read. It must be powerful and make an immediate impact. Be sure sell
yourself and your unique abilities. Do not use a generic opening paragraph that can apply to any Tom, Dick or Harry.
Every line should sell you, so use aggressive language here and throughout the rest of your cover letter. For example,
instead of writing “My background is in finance management, making me well-suited for your advertised Corporate
Finance Director position.” you can write “A background in finance management and a proven record of developing
effective strategies that drive revenue, growth and shareholder value make me a strong candidate for your advertised
Corporate Finance Director position.”


Show your interest and sell your accomplishments in the body of the letter:
In this section, you need to show your interest in the job and the company. Research is a key ingredient to a
successful job search. The more you are able to demonstrate your interest and knowledge about a company, the
better your chances are to secure an interview. Get to know the company’s mission and new corporate initiatives, and
tell them how you can help them meet their objectives or resolve their problems. Praise the company for public
recognitions or recent accomplishments. The employer will surely take notice of your active interest.
Use “I” and “my” sparingly. Try not to use these words more than six times in your cover letter. You need to focus on
what you will bring to the company and how you will help them improve their profitability. Too much use of the word “I”
will also make your letter look elementary and poorly written.
For executive-level candidates and professionals with substantial achievements, a bullet point format is often the most
effective and efficient way to highlight accomplishments. If you fall into this category, be sure to keep the bullet point
statements unique and fresh. Do not copy and paste the exact same phrases from the resume as it will make you look
lazy. All sentences and achievements transferred from the resume should be rephrased.


Close your letter with a strong paragraph:
In the closing paragraph, you need to address several issues. At the very least, you need to ask for the interview and
provide contact information. This is also the ideal place to mention your salary requirements (if the employer insists on
it), or your desire to relocate.
To demonstrate your drive and interest, mention that you will call within a week to follow up. This is a great way to
ensure the resume was successfully received, and it creates an opportunity to establish a dialog. However, do not
mention this in your cover letter if you do not intend to follow up.

In summation, an aggressive and dynamic cover letter will help you stand out among the competition. Remember that
the goal is to market yourself – not to compose a dull biography.

				
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