close
  • Dashboard
  • Resumes
  • Cover Letters
  • Resumes
    • Resumes
    • Resume Builder
    • Resume Examples
      • Resume Examples
      • Nursing
      • Customer Service
      • Education
      • Sales
      • Manager
      • View All
    • Resume Search
    • Resume Templates
      • Resume Templates
      • Microsoft Word
      • Professional
      • Modern
      • Traditional
      • Creative
      • View All
    • Resume Services
    • Resume Formats
      • Resume Formats
      • Chronological
      • Functional
      • Combination
    • Resume Review
    • How to Write a Resume
      • How to Write a Resume
      • Summary
      • Experience
      • Education
      • Skills
        • Skills
        • Hard Skills
        • Soft Skills
    • Resume Objectives
  • CV
    • CV
    • CV Examples
    • CV Formats
    • CV Templates
    • How to Write a CV
  • Cover Letters
    • Cover Letters
    • Cover Letter Builder
    • Cover Letter Examples
      • Cover Letter Examples
      • Customer Service
      • Marketing
      • Sales
      • Education
      • Accounting
      • View All
    • Cover Letter Services
    • Cover Letter Templates
    • Cover Letter Formats
    • How to Write a Cover Letter
  • Questions
  • Resources
  • About
    • About
    • Reviews
  • Contact
  • jane
    • Settings
    • Help & Support
    • Sign Out
  • Sign In
Member Login
  • LiveCareer
  • Resume Search
  • Global Infrastructure Operations Service Delivery Manager
Please provide a type of job or location to search!
SEARCH

Global Infrastructure Operations Service Delivery Manager Resume Example

Love this resume?Build Your Own Now
GLOBAL INFRASTRUCTURE OPERATIONS SERVICE DELIVERY MANAGER
Professional Summary

Hard worker, who believes in honesty and integrity. Good social and interpersonal skills. Quick learner who always looks for opportunities to improve the quality and efficiency of services being provided. Always up for a challenge and good at handling stressful situations. Excellent troubleshooting and problem solving skills. More than 16 years Regional and Enterprise IT experience.

Skills
  • Service Delivery Management, KPIs, SLAs, Metrics and Reporting
  • IT Infrastructure Operations (Networks, Data Center)
  • IT Management
  • IT Service Desk and End User Computing
  • ITIL/ITSM Process Design and Tools Integration
  • Vendor and Outsourcing Partner Management, Local and Offshore
Work History
Global Infrastructure Operations Service Delivery Manager , 07/2014 to Current
UTi Worldwide Inc. – City
  • Develop and maintain excellent business relationship with the Business\Regional IT organizations.  
  • Ensure an Infrastructure Operations Service Catalogue is implemented and maintained, and as a minimum includes a full Global Applications Inventory linked/related to a full Global Infrastructure Inventory.  
  • Ensure Infra Ops OLA's are defined and implemented with all internal UTi IT Operational Support organizations. Hold regular Operational Level Review meetings.  
  • Ensure Underpinning Contracts are defined and implemented with all 3rd party vendors and suppliers, and regular Service Delivery and Governance meetings are held.  
  • Participate in Global CAB to be aware of planned changes that may impact availability of the operational infrastructure environment.  
  • Participate in support, resolution and communication activities in the event of Major Operational Infrastructure outages or incidents. Ensure Post-Mortems and RCA's are provide in a timely manner to customers (Business\Regional IT).
  • Implement and provide appropriate Management Reporting.
  • Participate in transition activities to ensure all new Applications and Infrastructure Solutions deployed into operation are updated in the Infra Ops Service Catalogue and Inventory.  
  • Implement Continuous Service Improvement processes to ensure that Infra Ops Service Levels always meet or exceed Business\Regional IT expectations.  
  • Implement Service Level Management processes to ensure that OLAs and UCs are always aligned with Business\Regional IT requirements within boundaries of scope and budget.
  • Take ownership of Infra Ops related projects if/where required.

Branch Service Delivery Manager, 07/2013 to 07/2014
UTi Worldwide Inc. – City
  • Responsible for delivery of a high quality technical support service to the business that meets Enterprise IT standards for the entire Africa region.  
  • Manage and develop a team of 40 engineers and analyst throughout Africa who provide first line IT support to the business.  
  • Development of deep working relations with the Enterprise Remote Operations Support teams, to provide appropriate management direction and to identify trends and opportunities for improvement.  
  • Build good working relations with local business management, since the role acts as the first point of escalation, when the service quality delivered is below expectations.  
  • Prepare and manage budget for Africa Branch Service Delivery team.

Location Based Services Team Lead Coastal , 05/2011 to 07/2013
UTi Worldwide Inc. – City
  • Responsible for leading and mentoring the IT technical support team (location based services) in providing expert support to the UTi business and employing a high degree of leadership, business acumen, customer service, technical expertise, and timeliness.  
  • Managing 12 IT engineers and analysts in 4 different South African regions (Cape Town, Durban, East London and Port Elizabeth).

Location Based Services Analyst , 01/2009 to 05/2011
UTi Worldwide Inc. – City
  • Provide local IT support to branch operational staff (Cape Town Office - South Africa).  
  • Project management of Enterprise IT projects.


IT Service Desk Manager/Assistant ITSM Manager, 10/2007 to 01/2009
UTi Worldwide Inc. – City
  • Manage Service Desk staff (4) supporting internal staff for Africa region.  
  • Take responsibility for day to day operations & activities.  
  • Assist ITSM Manager where needed with Managing other ITIL Service Management disciplines (i.e. Change & Release Management, Incident & Problem Management, Configuration Management and Service Level Management). 
  • Set quarterly objectives for each individual within the Service Desk team.
  • Provide guidance and direction to members of the Service Desk team in order to assist them in meeting their quarterly objectives.  
  • Project management of specific ITIL & ITSM projects.  
  • Continuously looking at ways to streamline/improve the current UTi processes (IT and Business) and systems to provide a better quality service to their internal and external Customers.

Education
Associate of Science: Masters Computer Diploma , 2000
Prestige College - City
Bachelor of Science: Computer Network Specialist Diploma (MCSE) , 2001
Prestige College - City
Accomplishments
  • Recipient of "IT Operator of the Quarter Award" in 2006.
  • TOPS (Selected to participate in in-house management training course with regards to Freight Forwarding industry jargon and the daily workings of each department within UTi Worldwide). 
  • Managing 40 IT staff and the IT budget for the Africa region.
  • Relocated by company for Global Infrastructure Operations Service Delivery Manager role.
  • Rotary Recognition Award
Certifications
  • Microsoft Certified Professional - Microsoft: 2001 
  • ITIL - Foundation Certificate in IT Service Management – Pink Elephant: 08/2006
  • ITIL - Change & Release Practitioner Certificate in IT Service Management – Pink Elephant: 09/2006
  • Management for New Managers – Astrotech: 03/2008 
  • ITIL® Foundation Certificate in IT Service Management - AXELOS/PEOPLECERT: 01/2016
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

86Good
Resume Strength
  • Completeness
  • Formatting
  • Word choice
  • Measurable results
  • Clear contact info
  • Typos

Resume Overview

School Attended

  • Prestige College

Job Titles Held:

  • Global Infrastructure Operations Service Delivery Manager
  • Branch Service Delivery Manager
  • Location Based Services Team Lead Coastal
  • Location Based Services Analyst
  • IT Service Desk Manager/Assistant ITSM Manager

Degrees

  • Associate of Science : Masters Computer Diploma , 2000
    Bachelor of Science : Computer Network Specialist Diploma (MCSE) , 2001

Create a job alert for [job role title] at [location].

×

Advertisement

Similar Resumes

View All
Senior-Global-Program-Manager-(Consultant)-resume-sample

Senior Global Program Manager (Consultant)

Activision

Rogers , AR

Practice-Head,-Operations-resume-sample

Practice Head, Operations

The Bank Of New York Mellon

Texas , AL

Infrastructure/Project-Delivery-Manager-resume-sample

Infrastructure/Project Delivery Manager

Epic Games

Colorado Springs , CO

  • About Us
  • Privacy Policy
  • Terms of Use
  • Sitemap
  • Work Here
  • Contact Us
  • FAQs
  • Accessibility
  • EN
  • UK
  • ES
  • FR
  • IT
  • DE
  • NL
  • PT
  • PL
customerservice@livecareer.com
800-652-8430 Mon- Fri 8am - 8pm CST
Sat 8am - 5pm CST, Sun 10am - 6pm CST
  • Stay in touch with us
Site jabber winner award

© 2022, Bold Limited. All rights reserved.