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service delivery manager

  • Follow up with customers to identify areas of improvement.
  • Develop daily, weekly and monthly reports.
  • Motivating and developing staff.
  • Responsible for respective department’s overall performance and motivating the team to exceed department goals and objectives.
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service delivery manager

  • Manage customer service & support teams, monitor quotations to customers, shipping process, and payments. 
  • Set up an RMA procedure and supervise service team process returned merchandise, damaged merchandise and parts replacements.
  • Supervise order fulfillment procedures to ensure customer delivery process is efficient and accurate. 
  • Set priorities to production and service teams and obtaining commitments regarding short cycle demands and customer escalations. 
  • Striving to meet all customer request dates, reduce processing cycles and keep backlog of orders to a minimum. 
  • Generate service, production and shipping reports to monitor work activities and evaluate performance.
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service delivery manager

  • Motivate the team of Vendors through Weekly Morning meetings. 
  • Receive payment by cash, cheques, credit cards, vouchers, or automatic debits.
  • Assist customers by providing information on procedures or policies and resolving their complaints.
  •  Leveraged existing customer relationships to up-sell and cross-sell products of assigned banking portfolio. 
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service delivery manager

  • Malaysia Infrastructure Service Delivery Lead for key IT services, and manage and influence demand for IT services at the regional level, aligning Group and Division demand for IT projects and services within the IT portfolio, and with the Group’s global priorities and strategies
  • Responsible for IT Infrastructure Design for new server rooms and Data centers across 36 plants in Malaysia
  • Responsible in incident management, problem management and preparation of reports. Works closely with vendors,  and engineers on high severity escalation case.
  • Lead the Transition Team in Malaysia for Cisco Firmware upgrade across all major plants in Malaysia
  • Directed regional rollouts of Sophos AntiVirus software that supported up to 10 000 users across 6 countries  in full compliance to SLAs and satisfaction targets.
  • Managed Lafarge’s quality of incident, problem,change management and service reporting delivered out  is to agreed standards and expectations.
  • Managed a team of 35 IT Field Engineers across 36 plants in Malaysia
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service delivery manager

  • Delivery Management – Responsible for resource planning for the overall requirement in the organization for BigData Admin (Cloudera/Hortonworks).
  • Ensure successful transition of the process from the existing vendor to HCL.
  • Co-ordinating with the recruitment team for on time roll out of offers for the candidates.
  • Managing the P&L for the projects being managed.
  • Co-ordinating with the Project Management team where Implementation is in Scope.
  • Performs annual performance appraisal for the team
  • Productivity and Improvement Plans