Global Service Delivery Manager Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Websites, Portfolios, Profiles
Professional Summary

I am a successful Global Service Delivery Manager with proven expertise in implementing strategic programs at large scale and expertly handling teams across multiple geographies. I enjoy solving complex problems, being a servant leader, and making a positive impact. As I have built my career from a Support Technician to a Global Service Delivery Manager, I am able to strike a perfect balance between being technical and business savvy.

  • P&L Management
  • Strategic Planning & Vision
  • Team Building & Leadership
  • Customer Relationship Management
  • Cross-Functional and Multilevel Collaboration
  • Service Delivery -ITIL Standards
  • Project Management
  • Program Development
  • Agile Methodologies
  • Service & Process Improvements
  • Stakeholder Management
  • Risk Assessment & Monitoring
Work History
Global Service Delivery manager, 10/2018 to Current
Bandwidth Rochester, NY,
  • Coordinating delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms
  • Collaborating across global teams in Service Delivery, Sales, Marketing, and CX to prioritize projects, align on service roadmaps, and drive execution of dependent workstreams
  • Planning and scheduling activities to ensure completion of projects within defined scopes, timelines and budgetary parameters for optimum resource utilization
  • Designing and implementing programs that meet ITBD’s goals of increasing revenue and reducing churn
  • Responsible for managing budgets, P&L and risks
  • Managing C-level stakeholders and influencing service delivery managers, 300+ infrastructure engineers and technical leads across multiple sites
  • Launched vCIO services to MSPs across the US and executed on go-to-market strategies to increase new revenue streams
  • Launched, solutions that allowed MSPs to stay nimble in uncertain economic climate while reducing churn
  • Leading company-wide wellness program to create a healthier workforce to increase employee engagement and retention
  • Identifying and analyzing change impact, assessing organizational readiness, and executing on change management strategies to mitigate risk
  • Monitoring customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels
  • Regularly delivering progress reports, key findings, and data driven recommendations to leadership
  • Creating proper program management documentations and playbooks to enable scale
  • Hiring, mentoring, and up-skilling multi geography teams to build an agile remote service delivery teams that can adapt to changing markets
Technical Account Manager, 10/2016 to 10/2018
Foundation Capital Mountain View, CA,
  • Supported all workstreams related to Helpdesk/NOC implementations
  • Defined and created process documentations, workflows, and formal policies based on ITIL standards
  • Served as the primary point of contact to drive technical escalations toward timely resolution
  • Developed a trusted technical advisor relationship with customers and provided recommendations based on ITBD services to their unique business needs resulting in additional revenue
  • Delivered onsite QBRs to review service performance reports, recommendations for achieving desired outcomes, and maximizing ROI
  • Provided technical mentorship to NOC teams supporting customers across US
  • Deployed and managed windows servers and network devices such as firewalls, switches, storage devices and WAPs
  • Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across multiple time zones
NOC Manager/ System admin, 03/2011 to 09/2016
Raytheon Technologies Corp Louisville, KY,
  • Supervised a 24x7x365 Network Operation Center (NOC) shift including escalations, ticketing, and communication with all customers
  • Continuously improved and developed systems to proactively monitor the infrastructure
  • Hired, trained, mentored Level I and Level II engineers
  • Managed the troubleshooting of major issues with NOC monitoring tools (Kaseya and automate)
  • Managed and coordinated monthly IT infrastructure maintenances
  • Active Directory: group policies; user accounts, global groups and distribution lists; etc.
  • Network Security: shares; NTFS permissions, local security and server services; etc.
  • Performed operating system upgrades and patches SR
Senior Technical Support Associate, 11/2007 to 02/2011
Dell International Services City, STATE,
  • Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems
  • Defined and documented technical support best practices for Dell technologies
Bachelor of Science: Computer Applications, Expected in 2007

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Job Titles Held:
  • Global Service Delivery manager
  • Technical Account Manager
  • NOC Manager/ System admin
  • Senior Technical Support Associate
  • Bachelor of Science