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SMITH
Western Service Delivery Manager
Phone: (0123)456789 | Email: info@qwikresume.com | Website: Qwikresume.com
SUMMARY
Western Service Delivery Manager with an indepth understanding of project and program
management processes, practices and lifecycles including Agile and Waterfall. Possessing
outstanding leadership, people and communication skills. Influential and confident, inspires a
diverse team, building strong relationships and communicating technical information effectively to
nontechnical colleagues.
CORE COMPETENCIES
Microsoft Office, Packet Analysis, Information Security, Information Technology, Management.
PROFESSIONAL EXPERIENCE
Western Service Delivery Manager
Accenture LLP 2013 – 2019
Key Deliverables:
Responsible for global claims operations for Private Risk Services. Managing relationships
with operational client personnel those directly involved with the clients presence.
Responsible for building a portfolio, driving revenues within the assigned account scope by
being the owner of the entire Opportunity Management cycle.
Identifying business opportunities, selling concepts to the client where required and
influencing the client to give additional business based on demonstrated capability and
past performance.
Conduct research as well as competitor analysis, as well as conducting client
presentations, estimation efforts and proposals and negotiations.
Assuring the client of the commitment and driving the delivery process by working
collaboratively with the Delivery Managers in the Business Unit.
Create value and differentiated propositions/ solutions in response to RFIs/ RFPs. Do client
presentations, due diligence and transitioning activities in new engagements Translate
business and system needs into technical system solutions.
Manage a portfolio of accounts to meet agreed revenue targets. Provide necessary input
for building future alliances with relevant product vendors Account Planning and
Governance.
Service Delivery Manager
ABC Corporation 2012 – 2013
Key Deliverables:
Manage Service Desk and Application Support Teams capability to meet and surpass
metric goals (example average 84% NPS score) while working with the client to devise
methods to improve the teams overall ability to provide aboveaverage customer service
levels.
2259 Oak Street, Old Forge, New York, 13420
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ROBERT SMITH
Western Service Delivery Manager
Phone: (0123)456789 | Email: info@qwikresume.com | Website: Qwikresume.com
Facilitated weekly and monthly meetings with clients on SLAs, process improvement,
planning, and strategy.
Managed a team of 8 locally and comanaged another site of 20 with 2 leads.
Reported day to day metrics, weekly metrics and outages as well as monthly reports with
the client.
Handled escalated team problems and sensitive HR issues.
Conducted weekly 1 on 1s with team leadership with the goal of team performance
improvements, review roles within groups, assisted in scheduling team training, and
reviewed metrics to promote team growth.
Met with the client on a weekly basis or more to discuss improvements that may be
implemented to improve metrics and support.
EDUCATION
Masters in Computer Application 2011 (Institute of Management Technology
Ghaziabad, Uttar Pradesh)
2259 Oak Street, Old Forge, New York, 13420
© This Free Resume Template is the copyright of Qwikresume.com. Usage Guidelines