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5 Customer Service Manager Resume Examples for 2024

• Customer Service (CS) Manager
• CS Manager 2
• CS Manager 3
• CS Manager 4
• CS Manager 5
• Customer Service Manager Resume Writing 101

You facilitate customer engagement and organic growth by taking ownership of any obstacles in your path and proactively solving customers’ problems. You’re also a pro at planning strategic goals and helping your team meet them.

But how do you craft your resume ? How do you highlight your analytical thinking and leaderships abilities with the best format ?

We’ve been helping people out with customer satisfaction and management resumes for years, so don’t worry: These five customer service manager resume examples and cover letter writing tips can help!

Customer Service Manager Resume

Microsoft Word

Google Docs

Customer Service Manager 2 Resume

Customer Service Manager 3 Resume

Customer Service Manager 4 Resume

Customer Service Manager 5 Resume

Related resume examples

• Entry Level Customer Service
• Retail Customer Service
• Customer Success Manager
• Bilingual Customer Support
• Customer Service

What Matters Most: Your Skills & Work Experience Sections

Your skills section should show the fundamentals of why you’re qualified to work as a customer service manager. What are your interpersonal strengths? Are there any programs you use to get things done, like Salesforce or MS Teams?

Recruiters want to see a balanced set of hard and soft skills (leaning towards the technical side with abilities like sales strategy and data analysis) worded in an analytical, efficient way. Be specific!

Ditch any generic terms about “communication.” Instead, go beyond the surface and use your skills to describe how you leverage those abilities within your specific profession by leading your team and overcoming obstacles.

Here are some examples:

9 top customer service manager skills

• Team Leadership
• Employee Satisfaction
• Customer Satisfaction
• Problem-solving
• Data Analysis

Sample Customer Service Manager Work Experience Bullet Points

Your skills are undoubtedly awesome, but your experience section shows recruiters why that matters: What kind of impact did you have on profits and customer satisfaction with your abilities? Can you set off your skills with examples of how well you apply them on the sales floor?

You’re going to need to measure your success to show that you can back your claims of excellent customer feedback and labor optimization, too. Recruiters want to see solid evidence that you’ve come a long way throughout your career and accomplished plenty.

Quantifying your success can take the form of performance percentages, customer retention, sales increases, or satisfaction rates.

Here are some samples:

• Designed and built a comprehensive reporting infrastructure for coaching under-performing customer service specialists, improving average performance by 24%
• Led customer service specialist team through HubSpot migration and handled unresolved challenges to maintain a customer retention rate of 92%
• Identified gaps and bottlenecks in customer care, institutionalizing actionable and incentivized customer feedback cards that improved customer retention by 71%
• Reworked existing processes to improve customer retention by 12% and customer satisfaction by 19%
• Followed up with customers to update them on claim requests, achieving a 96% customer approval rating

Top 5 Tips For Your Customer Service Manager Resume

• It’s hard to narrow down your vast array of customer service experiences, but give your resume a hard limit of just one page. Anything else you put on page two will likely be glossed over anyway, leaving that story of how you revolutionized customer retention unread.
• Don’t try to quantify your impact with random headcounts or project numbers, since those can feel weak without a supporting point. If you include similar metrics, make sure you strengthen them with sales rates or customer rating percentages that clarify their relevance.
• Still struggling to part with some of your favorite work history points? Set the best memories of your HubSpot migration aside to write an effective cover letter ! You’ll want the same gold nuggets for that anyway: Actions, impact, and metrics .
• When picking a template , make sure your experience takes center stage on your customer service manager resume. The growth and diversity in your experiences with customer relations and sales data make you unique, so don’t let anything steal their thunder!
• Alongside demonstrating steady advancement throughout your career, you’ll want to spotlight a versatile array of experience points. Show recruiters that you can tell a story through data, since that’s what you’d do for your customer service team!

It’s common for people to use a pop of color to give their resume some personality. Minimal colors can set off your name and contact info or draw attention to your section headers, but keep everything readable. Your resume should look more like a data report than a sales display!

Revisit each job description before you apply and look for keywords (like ZenDesk or employee coaching) or value statements that you can switch out and reflect in your resume. This finishing touch doesn’t take much time, but it goes a long way!

It’s all about advancement, improvement, and growth! Arrange your work experience points to show a consistent increase in the magnitude and complexity of your accomplishments. Show that you can navigate all types of customer service initiatives, from direct interactions to team guidance and delegation.

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Service Manager Resume Examples & Writing Guide for 2024

A well-written service manager resume is the key that can unlock the door to the dynamic and exciting world of the automotive industry. Like a well-oiled machine, it should run smoothly, delivering all the necessary information employers are seeking, at a glance. And with this guide, packed with practical tips, detailed examples, and real-life resume samples, will help you achieve just that.

This comprehensive guide is designed to equip you with the knowledge, insights, and practical advice required to revamp your resume , leaving your competition in the dust.

In the course of this guide, we’ll focus on:

• Formatting your service manager resume
• Crafting a strong resume summary or resume objective
• Selecting the best service manager skills for your resume
• Making your service manager work experience stand out
• Effectively listing your education on a resume
• Selecting relevant extra sections
• Average salary and outlook for automotive service managers
• Accessing top resources for job-seekers in automotive industry 

Oh, and if you want to turn your LinkedIn profile into a resume with just one click, we've got you covered.

1. How to properly format your automotive service manager resume

Effective formatting is crucial for your resume as it organizes your information and makes it easily digestible for employers. 

There are three main types of resume formats to consider:

• Chronological resume format: This is a widely used format where your work experience is presented in reverse chronological order, starting with the most recent position. It often suits those who have a continuous career path in the car industry, as it clearly shows their consistent professional growth.
• Functional resume format: This format highlights your skills and qualifications over chronological work history. It's particularly useful for candidates with a diverse range of jobs or significant gaps in their employment history. The focus here is primarily on the specific skills that make you a fit for the automotive service manager position.
• Hybrid resume format: The hybrid format offers a blend of both the chronological and functional formats. It highlights your skills and qualifications and also illustrates your work history in reverse chronological order. This format can work well for those with a combination of job experiences across various fields and particular skills within the car industry.

Each resume format has its pros and cons, but you need to choose one that makes your experience and skills shine. The goal is to make your information easy to read, so employers can see why you're perfect for the service manager job.

Try our AI Resume Writer and have your resume ready in minutes!

2. how to craft a strong resume objective or summary.

Whether you're a seasoned mechanic or just revving your engines to enter the car industry, your resume summary or objective sections are the pit stops where you can make a lasting impression. 

It's not just about listing skills. It sets the stage for what follows and often decides whether the hiring manager will continue reading or move onto the next applicant. 

Here's the difference between the two, and how to use each:

Resume summary: This concise paragraph offers a quick glimpse into your career journey and valuable skills. If you're an experienced professional looking to secure that service manager role, here's what a compelling summary should include:

• The job title you're aiming for, e.g., Automotive Service Manager
• The key skills you've gained in your career that fit this role
• Your significant achievements in your previous jobs

Incorrect service manager resume summary example

I have managed many people and worked in cars for more than 10 years. I'm looking for an exciting role in managing car services.

Correct service manager resume summary example

Automotive Service Manager with a decade of experience in leading teams and improving the efficiency of operations. Successfully implemented strategies that increased customer satisfaction by 30%.

Why is it correct? It showcases specific skills (team leadership, efficiency enhancement) along with measurable achievements (30% higher customer satisfaction), helping hiring managers understand the candidate's abilities and impact.

Resume objective: A resume objective is a statement of your career goals. This is great for newcomers to the industry or people changing careers. It should express:

• The job role you're applying for 
• Relevant skills you bring to the table
• How you plan to use these skills to benefit your prospective employer

Incorrect service manager resume objective example

I've just started learning about cars but I'm ready for the challenge of starting my career as an Automotive Service Manager.

Correct service manager resume objective example

Automotive Technology Graduate with strong customer service skills seeking an Automotive Service Manager role. Aiming to use my knowledge of vehicle repair and maintenance to improve customer satisfaction and boost team performance.

Why is it correct? This objective precisely states the candidate's qualifications (Automotive Technology Graduate, customer service skills) and profiles how these qualifications can be incorporated to enhance business outcomes (improve customer satisfaction, boost team performance).

Whether you write a resume summary or objective, be sure it's relevant and paints a compelling picture of why you are a solid match for an automotive service manager role.

3. How to choose the best service manager skills for your resume

The skills section should offer a snapshot of your service management abilities relevant to the job. Imagine it as your personal tool kit — it showcases the tools, or skills, you've got under the hood. In other words, it's about your hard and soft skills .

Think of hard skills as the technical stuff you've learned through education, training, or experience that you can apply directly to the job. 

The best hard skills for your automotive service manager resume

• Automotive diagnostics and repair
• Knowledge of auto-parts
• Inventory management
• Proficiency in AutoMaster and CARFAX
• Customer relationship management
• Understanding of automotive safety guidelines

Soft skills , on the other hand, are your people or interpersonal skills. They're not about what you do, but how you do it — your personality traits, or how you interact with others. 

The best soft skills for your automotive service manager resume

• Stellar communication skills
• Strong leadership abilities
• Excellent customer service 
• Problem-solving capabilities
• Flexibility and adaptability
• Time management
• Ability to work under pressure

And remember that  the skills appearing in the job post are the employer's wish list. If you see it there, and you've got it, make sure it's upfront and center in your skills section. Not only does it show you've got what it takes, but it also proves that you're matching your qualifications to their needs.

Find out your resume score!

4. How to craft your service manager work experience and key projects section

The work experience section is clearly the engine of your resume — it powers your case to the potential employer. For an automotive service manager position, there are a few key elements you should highlight in this section:

• Highlight achievements: Instead of listing every duty you had, focus on what you accomplished in those roles.
• Use metrics: Numbers help illustrate the impact you made in your past jobs. Give specific numbers if you can.
• Include relevant keywords: Use terms that resonate with the service management job description to catch the eye of both hiring managers and automated applicant tracking systems (ATS) .
• Detail key projects: This is where you can really shine. Highlight specific projects you've led or contributed significantly to, especially those with measurable outcomes.

Incorrect service manager work experience and key projects example

Automotive Service Manager at AAA Cars, 2016-2020

• Managed the service team
• Responsibly handled customer complaints
• Met deadlines for servicing

Key project

• Led the implementation of an automated scheduling system.

Correct service manager work experience example

• Led a team of 10 automotive technicians, improving overall team productivity by 25%.
• Implemented a customer feedback system, reducing customer complaints by 30%.
• Consistently achieved 100% on-time completion of all scheduled services.
• Led the implementation of an automated scheduling system, improving service delivery by 25% and achieving 100% of service deadlines.

Why is it correct? This candidate clearly outlines their main roles, but more importantly, they highlight the improvements they made in those roles. They provide specific numbers to quantify their success, giving the hiring manager a clear idea of their capabilities. They also included key terms such as 'led', 'implemented', and 'achieved', which might be the exact keywords the employer is looking for.

In a nutshell, a standout work experience section requires more than just a list of your previous duties. Including targeted achievements and quantifiable results will help show potential employers that you could be a valuable addition to their team.

5. How to list your education on a service manager resume

The education section, while often straightforward, still holds the potential to set you apart. Let's talk about what you should include in your service manager education section and how to amplify it to your advantage.

Start with your highest degree first. Include:

• The name of the degree
• The institution you attended
• The years you were there
• Relevant courses (optional)
• Extracurricular activities (optional)

If you've got relevant courses outside of your degree, it's a good idea to include them. This could be anything from a workshop on customer service to a certification in automotive technology.

If you excelled in your studies (like making the Dean's list), or you were part of relevant extracurricular activities or organizations, mention it.

If your education doesn't directly relate to automotive service management, all hope is not lost. During your time in school, you've likely gained skills that can be applied to the job, like team leadership, time management or problem-solving. Mention these transferable skills under each degree, making sure to relate them back to the job description.

Directly relevant education section example

Bachelor of Automotive Management 

Ferris University, 2015-2019

• Graduated with Honors
• Completed a customer service internship at Fast Cars Service
• Relevant Coursework: Automotive Parts Management, Leadership in Automotive Service

Here, the candidate has mentioned their coursework, their honors distinction, and also their relevant internship.

Non-directly relevant education section example

Bachelor of Business Administration

State University, 2010-2014

• Phi Beta Kappa Society Member 
• Transferable Skills: Leadership (led a class project of 5 students), Problem-solving (developed a new strategy for fundraising for a student organization)

Here, the candidate doesn't have a degree in a directly relevant field, but they've highlighted transferable skills that would make them a great fit for the automotive service manager role.

In short, your education section is more than just your degree. It's an opportunity to highlight relevant courses, achievements, and transferable skills that will make you an asset to the company.

6. How to select relevant extra sections for your service manager resume

Extra sections in your service manager resume might seem optional, but they can play a pivotal role in your job-winning strategy. 

Choosing relevant extras depends on a deep understanding of what sets you apart from other candidates . The ideal ones provide insight into your character, competencies and commitment to the profession, showcasing that you bring more to the table than just the basic qualifications.

Start by reflecting on your qualifications that match the typical requirements for an automotive service manager.

• Does your second language enable you to communicate with a larger customer base?
• Does an external training course you attended offer an insight into enhanced customer service strategies?
• Are you a member of a well-respected automotive association that illustrates your commitment to the industry?

Here are some extra sections that might make your resume stand out:

• Certifications and licenses: If you have any relevant certifications such as the Automotive Service Excellence (ASE) certification, this section shines a spotlight on your commitment to ongoing learning and industry standards. And it's a solid proof of your knowledge and expertise in the field.
• Professional affiliations: If you're a member of a professional organization like the Automotive Service Association, add it. It shows that you're engaged with the broader industry and likely up-to-date on the latest trends and insights.
• Awards and accolades: If you've received any awards related to your work — such as a 'Best Customer Service' award — do put them in. It showcases your exceptional performance and distinguishes you from other candidates.
• Languages: If you're fluent in languages other than your native tongue, it can highlight your capability to communicate with a wider customer base.

Here are some examples of how to list extra sections on your resume

Certifications

• Automotive Service Excellence (ASE) Certification, 2019
• Advanced Diagnostic Techniques Certificate, ABC Technical Institute, 2018

Professional affiliations

• Member, Automotive Service Association, 2017-Present
• Spanish: Fluent
• Mandarin: Intermediate

7. Average salary and outlook for automotive service managers

As an automotive service manager in the making, you're setting your sights on a landscape rich with opportunities. Both job prospects and the financial outlook in this sector are encouraging.

Over the next decade, the automotive industry is set to shift into a higher gear. Job openings for automotive service managers are expected to accelerate , with a projected increase in demand of about 6% from 2018 to 2028 . This upward trend signals more opportunities to step into your desired role or advance in your career.

When it comes to financial rewards, automotive service managers can anticipate a competitive compensation package. On average, professionals in this role earn an annual salary of approximately $50,282 . 

However, keep in mind that this figure can vary based on several factors, including your location, level of industry experience, and the size of the business you're involved with.

In a nutshell, the career path of a service manager offers an exciting blend of growth-driven opportunities and a secure income. And so, it seems to be a future-forward choice on the fast track to success.

8. Top resources for job-seeking automotive service managers 

Now that you know how to make a persuasive service manager resume, it's time to get your hands dirty and start looking for job postings! But finding suitable work opportunities is everything but easy. You can start by searching through these resources: 

• Industry-specific job boards: Many platforms, such as Automotive News , Auto Job Central , or iATN Auto Pro Jobs list job openings in dealerships, auto repair shops, and related services, catering specifically to professionals in automotive service management. 
• Indeed: By filtering for automotive service management positions, Indeed can serve as a useful tool for finding opportunities across a wide range of locations and company sizes.
• LinkedIn : Again, use targeted search terms related to the automotive industry and service management, to discover job postings and opportunities for networking with industry professionals.
• Professional associations: Professional associations can offer you many useful resources, including job listings, access to specialized publications, training and certification, just to name a few. Consider joining, for example, the Automotive Service Association (ASA), the Institute of the Motor Industry (IMI), or the Auto Care Association .  
• Certifications: Adding new certifications to your resume can boost your chances on the job market. Apart from acquiring new knowledge, they also showcase your desire to keep learning and developing professionally. You can look at certifications offered by the Automotive Service Excellence (ASE), the MTA Institute , or the British Columbia Institute of Technology (BCIT). 
• Courses: You can also further your education and gain new skills with courses offered by online platforms, such as TAFE Courses , Coursera , edX , or Udemy .

Please, remember that the process of job search is more of a marathon than a sprint. It can take months on months until you finally find a job opportunity that fits the bill. So, make sure that your resume and cover letter are ready to impress even the most demanding recruiters.

Service Manager Resume FAQ

You should update your resume anytime you gain new skills, experiences or accomplishments. However, as a rule of thumb, it's wise to review and update your resume every six months.

Only include hobbies if they add significant value or draw interesting parallels to the desired role. For instance, if you are part of a car restoration club in your spare time, it may be worth mentioning.

A resume should ideally be one page long. However, with extensive experience, it can extend to two. Remember, the goal is to provide a concise overview, not a detailed life story.

No. Your resume should only include positions that are relevant and highlight skills that apply to the automotive service manager role you're applying for.

While the bulk of your resume might remain similar, it's advisable to tailor each application to fit the specific job description. Highlighting different aspects of your skills and experience to match various job requirements can increase your chances of success.

Julia Gergelova

Julia is a professional writer, translator and graphic designer. She holds degrees in translation and interpretation, and has international work experience from a number of different countries in Europe as well as China and Panama. Julia formerly taught academic writing and as a graphic designer contributed to outlets such as  The Business of Business . She has a passion for lifelong learning and good coffee.

All automotive resume examples

• Production Worker
• Service Assistant

All service manager resume examples

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18 Customer Service Manager Resume Examples for Your 2024 Job Search

Customer service managers understand the importance of a positive customer experience, and strive to offer timely and meaningful solutions. As a customer service manager, your resume should reflect the same dedication to problem-solving and customer care. We've compiled 15 customer service manager resume examples to help provide insight into how to craft the perfect resume for this role.

Resume Examples

Resume guidance.

• High Level Resume Tips
• Must-Have Information
• Why Resume Headlines & Titles are Important
• Writing an Exceptional Resume Summary
• How to Impress with Your Work Experience
• Top Skills & Keywords
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• Resume FAQs
• Related Resumes

Common Responsibilities Listed on Customer Service Manager Resumes:

• Proactively manage customer inquiries, complaints, and feedback to ensure high customer satisfaction and loyalty
• Develop and implement customer service procedures, policies, and standards
• Train and monitor customer service staff to ensure their performance meets standards
• Analyze customer feedback and devise strategies to increase customer engagement and loyalty
• Foster strong customer relationships, ensure customer needs are met, and resolve conflicts
• Use customer service metrics and KPIs to report and analyze customer satisfaction levels
• Build and maintain collaborative relationships with other departments and external partners
• Develop and implement strategies to maximize customer retention and loyalty
• Design customer service training programs to ensure staff are informed and up-to-date
• Monitor customer service activity, evaluate results, and suggest improvements
• Troubleshoot customer service problems and devise solutions in a timely manner
• Proactively seek customer feedback, suggest improvements, and measure customer satisfaction levels
• Identify customer service trends and leverage insights to develop and implement customer service strategies.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Customer Service Manager Resume Example:

• Managed a team of customer service representatives, resulting in a 20% increase in customer satisfaction ratings.
• Developed and implemented new customer service policies and procedures, resulting in a 15% reduction in customer complaints.
• Collaborated with cross-functional teams to deliver on-time and on-budget projects and initiatives.
• Executed tasks effectively and efficiently, resulting in a 15% increase in departmental productivity
• Demonstrated strong ability to do quality work for the usual projects that an individual would be assigned at this level
• Managed a team of customer service representatives, resulting in a 10% increase in customer satisfaction ratings
• Assisted in the management of a team of customer service representatives, resulting in a positive impact on the company's overall performance.
• Demonstrated strong attention to detail, resulting in a 25% decrease in errors.
• Provided support to senior customer service managers, resulting in a positive impact on the company's overall performance.
• Team Leadership
• Customer Service Expertise
• Policy and Procedure Development
• Project and Initiative Management
• Resource and Time Management
• Attention to Detail
• Problem-Solving Skills
• Cross-Functional Collaboration
• Customer Satisfaction Improvement
• Complaint Reduction Strategies
• Performance and Productivity Measurement
• Supervisory and Mentoring Skills
• Crisis Management
• Strategic Planning
• Data Analysis and Reporting
• Business Administration

Customer Service Associate Resume Example:

• Facilitated the successful resolution of 44 customer disputes and billing issues with a 95% satisfaction rate.
• Collaborated with managers of other departments to quickly resolve customer inquiries, resulting in a 10% decrease in customer service tickets per week.
• Developed reporting systems and customer service tracking tools, which aided in identifying customer dissatisfaction trends and enabled the development of strategies to address them.
• Achieved a 5% increase in customer lifetime value by means of personalizing customers experiences and improving loyalty
• Implemented initiatives to enhance customer retention rate and reduce churn rate by 15%
• Successfully managed and fulfilled 811 customer orders across multiple channels and resolved any related issues to maximize customer satisfaction
• Improved customer service processes with organized feedback system, resulting in a 66% improvement in customer care operations
• Spearheaded initiatives to respond to customer inquiries within 24 hours and delivered efficient customer service experiences
• Streamlined customer service workflow and policies which positively impacted customer satisfaction by 4%
• Customer service experience
• Conflict resolution
• Communication and interpersonal skills
• Problem solving and troubleshooting
• Analytical and data-driven approach
• Empathy and understanding
• Team collaboration
• Cross-functional leadership
• Process and policy optimization
• Adaptability and learning
• Quality assurance
• Customer Relationship Management (CRM)
• Knowledge of customer service standards and regulations
• Multi-channel customer service
• Communication

Beginner Level Customer Service Resume Example:

• Spearheaded customer service initiative which reduced complaints by 25%, increasing customer satisfaction scores by nearly 10%.
• Administered customer interactions with accuracy, responding to inquiries and complaints within 48 hours resulting in higher customer retention.
• Streamlined payment process, optimizing payment verification times by 65%.
• Collaborated with marketing and product teams to develop customer experience strategies that exceeded key performance metrics by 11%
• Effectively communicated customer feedback and inquiries to relevant departments when needed, resulting in organized and timely responses
• Facilitated customer upsell and cross-sell processes, increasing product sales by 27%
• Optimized customer database, ensuring accuracy of customer information and reducing customer service time by 2 hours per day
• Delivered customer service excellence by consistently exceeding customer satisfaction goals by 3.5%
• Performed customer surveys to acquire feedback and gain insight to improve future customer service strategies
• Interpersonal Communication
• Results-Oriented
• Problem-Solving
• Adaptability
• Conflict Resolution
• Customer Support
• CRM Experience
• Time Management
• Organizational Skills
• Cross-Selling Techniques
• Upselling Strategies
• Quality Assurance
• Process Optimization
• Survey Administration
• Negotiation Techniques
• Analytical Thinking
• Product Knowledge

Customer Care Manager Resume Example:

• Monitored customer inquiries and complaints to identify issues and created customized solutions for a 15% increase in customer satisfaction ratings in the first 6 months.
• Designed, implemented and regularly managed customer feedback surveys to track customer trends and make age-appropriate changes to provide better services and improve customer retention.
• Collaborated with the marketing team to implement targeted campaigns resulting in a 17% increase in the volume of inquiries and a 20% decrease in customer dispute resolution time.
• Effectively monitored and resolved customer inquiries and complaints with an average resolution time of 48 hours, exceeding customer service metrics by 15%
• Developed and maintained detailed customer records, providing consistent, personalized customer service that resulted in a 10% increase in customer loyalty
• Implemented automated customer service systems to streamline customer service processes, reducing overall inquiries by 15% in a 6 month period
• Responded to customer inquiries in a professional, timely manner and maintained accurate customer information in relevant systems to reduce customer inquiry time by 10%
• Developed internal training programs focused on customer service techniques, resulting in a 20% decrease in customer complaints over a 6 month period
• Utilized customer feedback surveys to quickly identify and resolve customer issues, resulting in a 95% customer satisfaction rating, a 15% increase from the previous year
• Excellent interpersonal communication skills
• Exceptional customer service and problem-solving abilities
• Strong multi-tasking and organizational skills
• Proficiency in customer support software
• Knowledge of customer service techniques and processes
• Ability to analyze customer trends and feedback
• Experienced in making suggestions for improvements
• Responsive to customer inquiries with timely resolution of issues
• Proficient in designing and executing customer surveys
• Proven ability to collaborate with other departments
• Experienced in training customer service teams
• Skilled in measuring customer satisfaction ratings
• Analytical and data-driven approach to managing customer issues
• Proficiency in customer relationship management (CRM) systems
• Ability to identify areas for customer improvement

Customer Service Coordinator Resume Example:

• Exceeded customer satisfaction goals by 15%, through strong positive relationships with customers and innovative service solutions.
• Developed and implemented a customer service training manual and corresponding training program, to ensure widespread understanding of customer service policies and procedures.
• Spearheaded the development of a customer feedback system to capture customer data, resulting in a 10% increase in customer retention.
• Optimized customer service operations through an extensive analysis of customer feedback and reports, leading to a 40% improvement in customer satisfaction ratings
• Spearheaded a process automation initiative, decreasing issue resolution times by an average of 6 hours
• Developed an organized system of tracking customer accounts to ensure accuracy of service and boost customer loyalty by 18%
• Streamlined customer query resolution process and policies, resulting in reduced customer wait times by 10%
• Cut customer service ticketing processing costs by 25%, through implementation of an AI-based ticketing system
• Implemented robust customer feedback and incident tracking systems to evaluate process performance and identify areas for improvement
• Excellent customer service and communication skills
• Highly organized and detail-oriented
• Ability to work under pressure and prioritize tasks
• Proven track record of achieving customer satisfaction goals
• Highly experienced in customer feedback and service analytics
• Ability to identify opportunities for process improvement
• Deep understanding of customer service operations
• Proficient in customer service software, CRMs and process automations
• Skilled in developing, training, and transitioning customer service policies
• Adept at problem solving and conflict resolution
• Proven record of managing customer accounts and data

Customer Service Specialist Resume Example:

• Managed a high-volume of customer interactions, resulting in a 50% increase in customer satisfaction scores.
• Developed and implemented new processes that improved first-call resolution rates by 35%.
• Trained and mentored new customer service representatives, resulting in a 20% reduction in turnover rate.
• Assisted in answering customer inquiries and resolving issues
• Collaborated with the team to develop and implement new customer service processes
• Assisted in creating and maintaining customer service training materials
• Strong customer service experience
• Excellent communication and interpersonal skills
• High attention to detail and accuracy
• Proficient conflict resolution abilities
• Ability to analyze customer needs and develop innovative solutions
• Experience with customer relationship management systems
• Proven ability to multitask, prioritize, and manage time efficiently
• Proficiency with Microsoft Office Suite
• Excellent problem-solving and analytical skills
• Knowledge of customer service principles, practices, and procedures
• Proficiency in data entry, recordkeeping, and reporting

Customer Service Executive Resume Example:

• Improved customer satisfaction scores by 10% through proactive follow-up on inquiries and issues.
• Developed detailed customer service policies and processes, resulting in improved efficiencies and customer experiences.
• Coordinated cross-functional training protocols for customer service personnel on customer service processes and procedures.
• Spearheaded the launch of a customer service management system, driving an 18% reduction in customer interaction times
• Established quality control protocols to ensure customer service standards were upheld and exceeded
• Utilized customer feedback and insights to identify opportunities for improvement and drive growth
• Improved customer loyalty and retention by designing custom experiences and personally engaging with customers
• Developed a customer sentiment tracking system, resulting in a better understanding of customer requirements
• Monitored customer accounts to optimize order status, payment, and account management operations
• Problem-solving and analytical mindset
• Conflict resolution and negotiation skills
• Knowledge of customer service principles and practices
• Customer service management system design and implementation
• Quality control management and monitoring
• Experienced in cross-functional team training and coordination
• Proficient in tracking customer sentiment and feedback
• Self-motivated and proactive team player
• Expertise in order status, payment, and account management systems
• Ability to design custom experiences for improved customer loyalty and retention

Customer Service Relations Resume Example:

• Developed an automated system that drastically reduced customers service costs by 23%.
• Established well-defined customer service processes and policies that improved customer satisfaction scores by 19%.
• Trained 25 customer service staff members in customer service best practices, increasing staff efficiency by 27%.
• Resolved customer complaints at a rate of 90% satisfaction, surpassing the organizational standard of 80%
• Achieved a 95% success rate in addressing customer inquiries quickly and accurately, hepled prevent customer unhappiness or delays
• Earned outstanding feedback from customers for excellent customer service, which increased customer loyalty by 15%
• Implemented innovative methods to monitor customer service performance and identified areas for optimization
• Streamlined system navigation and workflow to ensure customer inquiries were handled in a timely manner
• Constructed detailed reports on customer interaction data that helped strategize customer retention and satisfaction plans
• Automation System Design and Implementation
• Customer Service Process Improvement
• Staff Training and Development
• Complaint Resolution
• Inquiries Handling
• Customer Relations and Satisfaction
• Innovative Solutions
• System Optimization
• Problem Solving
• Workflow Management
• Interpersonal Skills

Customer Service Representative Resume Example:

• Reduced customer complaint resolution time by 37% through developing effective customer relationship management strategies.
• Achieved significant increase in customer satisfaction through proactive customer service methods.
• Managed successful relationships with customers by responding swiftly to inquiries and using quality assurance to maintain efficiency.
• Researched and implemented operational strategies that supported KPIs and significantly improved customer experience
• Earned recognition for exemplary customer service through successfully managing product changes across organization
• Proactively identified customer needs, successfully promoting and cross selling products to support organizational requirements
• Designed and launched a customer feedback program that resulted in a 27% growth in customer loyalty;
• Integrated customer service data with customer Relationship Management software, improving work efficiency by 32%;
• Quickly addressed and solved customer inquiries, reducing response time by 45%.
• Customer Relationship Management
• Proactive Customer Service
• KPI Management
• Data Integration
• Customer Feedback
• Cross-selling
• Active Listening
• Documentation
• Empathy & Compassion

Customer Service Intern Resume Example:

• Achieved customer satisfaction goals by responding to customer inquiries in a professional and timely manner.
• Processed and followed up on orders promptly, reduced customer wait times by 20%.
• Updated and maintained customer records to ensure accuracy, customer trust and improved customer loyalty.
• Trained 3 other interns in recordkeeping overhauls and process optimization tasks.
• Developed and implemented customer service material documents such as user guides, new hire documents and product test reports.
• Processed customer feedback analysis to discover customer trends and areas for improvement.
• Customer Service Excellence
• Problem-Solving & Decision-Making Skills
• Time Management & Multi-tasking Abilities
• Telephone Etiquette & Interpersonal Communication Skills
• Teamwork & Collaboration
• Professionalism & Diplomacy
• Document/Record Keeping
• Training & Mentoring Abilities
• Knowledge of Company Products & Services
• Data Analysis & Reporting
• Quality Assurance Standards

Customer Support Specialist Resume Example:

• Developed comprehensive customer service strategy to reduce resolution time for on-going customer inquiries by 25%, achieving maximum customer satisfaction.
• Upsold products and services to customers to grow recurring revenue by 15% over 6-month period.
• Reduced customer service calls and inquiries by identifying and resolving 15 known technical issues in online menu from previous month.
• Received 98% positive customer feedback after resolving complex customer complaints in timely manner
• Created automated customer service processes that substantially reduced service delivery time and improved overall customer experience
• Established processes to track customer service inquiries, identifying trends and offering solutions to improve customer service processes
• Attained 95% customer satisfaction across all customer service channels after using personalized service for high-value clients.
• Acquired recognition for creating an innovative Apple Support mobile application to provide customers better access to customer service.
• Successfully managed customer inquiries and improved customer service processes with the introduction of a customer relationship management system.
• Excellent customer service and interpersonal skills
• Ability to use problem-solving and troubleshooting techniques
• Comprehensive understanding of customer service procedures and protocols
• Proficiency in using customer relationship management (CRM) systems
• Demonstrated success in implementing customer service strategies
• Highly developed organization and time management skills
• Proficiency in using various social media platforms
• Proven ability to upsell products and services
• Highly skilled in tracking customer inquiries, trends and feedback
• Exceptional communication and listening skills
• In-depth knowledge of customer service policies and best practices
• Experience in developing customer service applications for mobile devices
• Knowledge and understanding of technical operations and software

Entry Level Customer Service Resume Example:

• Managed and resolved customer complaints, resulting in a 20% increase in customer satisfaction scores.
• Trained and mentored new customer service representatives, improving their performance by 30%.
• Implemented new customer service processes, resulting in a 15% reduction in call handle time.
• Assisted in handling customer service inquiries and complaints, gaining hands-on experience in customer service
• Participated in team meetings and training sessions, gaining insights into customer service best practices
• Shadowed experienced customer service representatives, learning how to handle complex customer service issues
• Excellent communication
• Problem solving
• Interpersonal skills
• Customer service orientation
• Patience and empathy
• Time management
• Conflict resolution strategies
• Training and coaching
• Listening skills
• Process improvement
• Attention to detail
• Active listening
• Conflict management
• Active learning
• Service-mindedness
• Analytical thinking
• Product knowledge
• Stress management

Customer Service Lead Resume Example:

• Successfully designed and implemented a customer service strategy that resulted in a 25% increase in customer satisfaction scores within a year.
• Recruited, trained, and managed a team of 8 customer service agents, resulting in a 50% decrease in customer complaints and a 75% increase in customer retention rates.
• Developed and managed customer service initiatives and policies to deliver an efficient and effective customer experience, successfully reducing customer complaints and increasing customer loyalty by +15%.
• Achieved customer service excellence and established an employee-focused culture by training, mentoring, and setting objectives for customer service staff and providing timely feedback on the quality of service and productivity metrics.
• Revamped the customer service policy manual, resulting in a streamlined customer service process and a 35% reduction in call handle time.
• Conducted regular customer surveys to gather customer feedback and insights, resulting in the development of new customer success initiatives and a 30% increase in customer loyalty.
• Tracked and analyzed customer service data, resulting in the identification of key areas for improvement and the implementation of new processes and systems, leading to a 20% increase in overall customer satisfaction.
• Designed and implemented a customer success program that helped retain customers and improve customer loyalty, resulting in a 40% decrease in customer churn rate
• Oversaw daily operations of the customer service department, ensuring quality customer service and a 100% compliance with customer service standards
• Monitored customer service trends and best practices and recommended changes to customer service policies, resulting in the implementation of new technologies and processes, leading to a 15% improvement in overall customer satisfaction scores
• Proven customer service leadership
• Exceptional conflict resolution skills
• Strong problem-solving and analytical capabilities
• Excellent communication, negotiation and interpersonal skills
• Ability to manage customer expectations and complaints
• Demonstrated ability to implement customer service initiatives
• Experience using automated billing systems
• Adept in training and mentoring customer service staff
• Ability to motivate staff and improve customer satisfaction
• Knowledge of quality management system standards and protocols
• Skilled in developing and enforcing customer service policies
• Proficient in developing and monitoring customer service metrics
• Thorough understanding of customer service trends and best practices

Remote Customer Service Resume Example:

• Provided exemplary customer service to 90+ customers per month, resulting in a 25% improvement in customer satisfaction ratings
• Proactively identified and resolved customer inquiries within one business day, leading to an increase in cost-savings of 37%
• Collaborated with product improvement teams to identify and recommend new and innovative products, leading to a 10% increase in revenue
• Skilled at successfully troubleshooting customer inquiries, resulting in a 70% first-call resolution rate
• Developed and implemented customer education program to improve customer service experience, which was recognized in customer feedback and led to a 20% overall increase in customer satisfaction ratings
• Provided customized solutions for individual customer needs, resulting in a 40% reduction in repeat customer service inquiries
• Trained and mentored 14 new customer service representatives, developing their skills and helping them excel in their roles
• Streamlined customer service process through innovative use of online portals, which led to a cost reduction of 30%
• Liaised with internal product development team to implement effective customer service strategy, resulting in 10% decrease in customer complaints
• Excellent verbal communication skills
• Strong written communication skills
• Exceptional customer service skills
• Proficient problem-solving abilities
• Advanced troubleshooting skills
• Accurate data entry
• Knowledgeable in customer service protocols
• Excellent organizational skills
• Adept in multitasking
• Able to think proactively
• Superb interpersonal skills
• Ability to learn quickly
• Excellent time management skills
• Proficient in customer service software
• Ability to work independently
• Exceptional computer skills
• Familiarity with company products
• Ability to work well under pressure
• Positive and empathetic attitude

Senior Customer Service Manager Resume Example:

• Developed a customer loyalty program that increased customer retention by 30% over the course of a year
• Implemented a CRM system to track and report customer experiences, resulting in a 50% improvement in answering inquiries
• Utilized data analysis to develop strategies that improved customer service levels by 45% and customer relations by 60%
• Implemented innovative customer service policies that improved customer satisfaction ratings by 25%
• Built and trained a customer service team that successfully reduced waiting times and inquiries by 70%
• Developed customer feedback surveys that identified areas of improvement, resulting in a 95% decrease in customer complaints.
• Developed and coordinated customer service plans with other departments, resulting in a 15% improvement in overall customer satisfaction
• Facilitated communication between customer service staff and clients to promote positive relations and satisfaction
• Created detailed reports and analyzed data to identify performance goals and monitor team performance, resulting in a 35% increase in productivity
• Project Planning & Management
• CRM Systems Implementation
• Customer Relations & Satisfaction
• Customer Feedback Surveys
• Communication & Interpersonal Skills
• Team Building & Training
• Change Management
• Problem-Solving & Decision-Making
• Performance Evaluation & Improvement
• Customer Loyalty Programs
• Process & Policy Design
• Organizational & Time Management
• Quality Assurance & Control
• Crisis & Issue Management
• Conflict Resolution & Negotiation
• Goal Setting & Strategic Planning
• Agility & Adaptability
• Technology Knowledge & Proficiency

Amazon Customer Service Resume Example:

• Implemented a new customer service training program, resulting in a 25% increase in customer satisfaction scores and a 20% decrease in customer complaints within the first six months.
• Analyzed customer service data to identify trends and areas for improvement, leading to the development of a new chatbot feature that reduced customer wait times by 30% and increased first contact resolution by 15%.
• Mentored and coached a team of 5 new customer service representatives, resulting in a 40% decrease in training time and a 25% increase in team productivity.
• Developed and implemented a new customer service policy that improved response times by 50% and reduced customer complaints by 30%.
• Monitored customer feedback and provided feedback to management, resulting in the implementation of a new customer loyalty program that increased customer retention by 20%.
• Analyzed customer service performance metrics and reported results to management, leading to the implementation of a new scheduling system that reduced wait times by 40% and increased customer satisfaction scores by 15%.
• Resolved a high-profile customer dispute, resulting in a positive resolution and a 10% increase in customer loyalty.
• Developed and implemented a new customer service strategy that improved customer satisfaction scores by 25% and reduced customer complaints by 20%.
• Trained and mentored a team of 10 new customer service representatives, resulting in a 30% decrease in training time and a 20% increase in team productivity.
• Customer service excellence
• Data analysis and reporting
• Team leadership and mentoring
• Training program development
• Customer retention strategies
• Performance metric tracking
• Adaptability to new technologies
• Effective communication
• Problem-solving
• Multitasking
• Empathy and active listening

Retail Customer Service Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in positive feedback and a 15% decrease in negative feedback within the first month.
• Developed and executed a training program for new hires, resulting in a 40% decrease in onboarding time and a 20% increase in customer satisfaction scores.
• Collaborated with the merchandising team to redesign product displays, resulting in a 30% increase in sales for targeted products.
• Managed inventory levels and implemented a new stock replenishment system, resulting in a 20% decrease in out-of-stock items and a 10% increase in sales.
• Developed and implemented a customer loyalty program, resulting in a 15% increase in repeat customers and a 5% increase in average order value.
• Resolved a high-priority customer complaint, resulting in a 50% increase in customer satisfaction scores and a 10% increase in positive online reviews.
• Implemented a new customer service tracking system, resulting in a 20% increase in issue resolution time and a 15% increase in customer satisfaction scores.
• Collaborated with the marketing team to develop and execute a successful holiday promotion, resulting in a 25% increase in sales during the promotion period.
• Developed and maintained relationships with key customers, resulting in a 10% increase in repeat business and a 5% increase in average order value.
• Problem-solving and conflict resolution
• Inventory management
• Training and onboarding
• Sales and promotion strategies
• Customer loyalty and retention
• Merchandising and product display
• Collaboration and teamwork
• Time management and organization
• Adaptability and flexibility
• Relationship building
• Digital and social media proficiency

Customer Service Agent Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in customer satisfaction ratings and a 10% decrease in customer complaints.
• Collaborated with the product development team to identify and resolve recurring product issues, reducing the number of customer escalations by 15%.
• Developed and delivered training sessions for new customer service agents, resulting in a 20% improvement in first-call resolution rates.
• Managed a high-volume customer service queue, consistently achieving a 95% customer response rate within 24 hours.
• Implemented a customer loyalty program, resulting in a 15% increase in customer retention and a 10% increase in average order value.
• Collaborated with the sales team to identify upsell opportunities, resulting in a 10% increase in revenue from existing customers.
• Developed and implemented a customer service knowledge base, reducing average call handling time by 20% and improving first-call resolution rates by 15%.
• Identified and resolved a systemic issue with order processing, resulting in a 30% reduction in order errors and a 25% improvement in order fulfillment time.
• Collaborated with the marketing team to create customer-focused content, resulting in a 10% increase in website traffic and a 5% increase in customer engagement.
• Excellent communication skills
• Problem-solving abilities
• Customer relationship management
• Ability to handle high-volume customer inquiries
• Knowledge of customer loyalty programs
• Ability to identify and capitalize on upsell opportunities
• Training and development skills
• Knowledge of customer service software and databases
• Ability to create and manage a customer service knowledge base
• Order processing and fulfillment skills
• Ability to implement effective customer feedback systems
• Understanding of product development processes
• Ability to identify and resolve systemic issues
• Content creation skills
• Ability to increase customer engagement
• Ability to improve first-call resolution rates
• Ability to reduce customer complaints and escalations
• Ability to increase customer satisfaction and retention rates
• Ability to work under pressure and maintain professionalism
• Time management and organization skills.

Customer Experience Manager Resume Example:

• Revitalized the customer service framework, introducing new policies and procedures that elevated customer satisfaction scores by 18% within the first year.
• Conducted a comprehensive analysis of customer feedback and service metrics, leading to a strategic overhaul that reduced average resolution time by 22%.
• Implemented a dynamic scheduling system for the customer support team, optimizing workload distribution and increasing operational efficiency by 15%.
• Designed and executed a targeted customer loyalty program that increased repeat customer rate by 25% and boosted overall revenue by 10% within nine months.
• Collaborated with the IT department to integrate customer service software with other business systems, resulting in a 30% reduction in data entry errors and enhanced cross-departmental workflow.
• Managed and resolved high-level customer complaints, achieving a 95% success rate in preserving customer relationships and turning detractors into promoters.
• Championed a company-wide customer experience initiative, leading to the successful launch of a new multichannel service platform that improved customer access by 40%.
• Developed and maintained an extensive knowledge base for customer service, reducing onboarding time for new team members by 50% and improving first-call resolution by 35%.
• Regularly monitored and reported on customer service KPIs, driving continuous improvements that resulted in a 20% increase in overall customer service team performance.
• Customer Satisfaction Analysis
• Process Improvement
• Training and Development
• CRM Software Proficiency
• Brand Alignment Strategies
• Digital Transformation Leadership
• Online Support Portal Management
• Data-Driven Decision Making
• Performance Dashboard Implementation
• Compliance and Data Security
• Team Performance Management
• Personalized Communication
• Customer Segmentation
• Efficiency Optimization
• Customer Retention Strategies
• Project Management

High Level Resume Tips for Customer Service Managers:

Here are some tips to help Customer Service Managers get into the right mindset for the resume creation process: Highlight customer results: As a Customer Service Manager, your resume should showcase your ability to deliver customer-centric results. Aim to highlight your strongest achievements and successes in meeting customer needs and developing customer satisfaction, using concrete customer feedback wherever possible. Demonstrate relationship-building: Customer Service Managers are responsible for building strong relationships with customers. Include information about your experience in interpersonal communication and customer service techniques, such as active-listening, problem-solving, and conflict resolution. Reflect customer service strategies: Your resume should also demonstrate your experience developing, executing, and improving customer service and support strategies. Highlight your experience in process design, training, customer success, and customer satisfaction initiatives. Tailor your resume to the job and company: Make sure to tailor your resume to each job you apply for, emphasizing the skills and experiences that make you a strong fit for the specific role and company.

Must-Have Information for a Customer Service Manager Resume:

Here are the essential sections that should exist in a customer service manager resume:

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies

Additionally, if you're eager to make an impression and gain an edge over other customer service manager candidates, you may want to consider adding in these sections:

• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Customer Service Managers:

Customer service manager resume headline examples:, strong headlines.

Results-Driven Customer Service Manager with 4+ Years of Successful Experience

Highly Experienced Customer Service Manager Skilled In Client Relations and Solutions

A strong resume headline should be concise, informative, and showcase key strengths in a positive manner.

The two examples of good resume headlines provided are both concise and persuasive. The first headline communicates the individual is results-driven with 4+ years of experience, and the second headline explicitly notes the individual's experience in client relations and solutions.

Weak Headlines

Experience Customer Service Manager - 4 years of Supervision

Customer Service Management – Ready to Lead a Team

The two bad examples of resume headlines are both too vague and generic. The first headline does not demonstrate any unique skills or accomplishments and the second does not provide detail about the individual's expertise. Additionally, both headlines are overly wordy which does not leave much room for showing other accomplishments.

Writing an Exceptional Customer Service Manager Resume Summary:

A resume summary is a brief yet essential overview of your skills, experiences, and accomplishments as a Customer Service Manager. It highlights the most relevant information of your career and showcases how your experiences and skills align with the position you're applying for.

For Customer Service Managers, your resume summary should highlight your strong leadership skills, ability to handle complex customer service issues, and experience in team management. A well-crafted summary should also demonstrate your ability to drive customer satisfaction, improve processes, and manage customer service operations effectively.

Here are a few tips for writing an effective resume summary for Customer Service Managers:

• Tailor it to the specific job you are applying for by highlighting the most relevant skills and experiences.
• Emphasize your quantifiable achievements, such as successfully reducing customer complaints by a certain percentage or implementing a new process that improved customer satisfaction scores.
• Use keywords related to the customer service management industry and the company's needs to optimize your resume for both people and applicant tracking systems (ATS)
• Keep the summary concise, ideally under 4 sentences, to make a strong and impactful first impression.
• Avoid cliches and generic statements and do not repeat information already included in other sections of your resume.

Customer Service Manager Resume Summary Examples:

Strong summaries.

• Experienced Customer Service Manager with 6+ years of experience in leading customer service teams and driving customer satisfaction. Skilled in developing efficient processes and procedures to improve customer service operations.
• Proactive Customer Service Manager with 6+ years of experience in overseeing customer service initiatives and resolving customer inquiries. Adept at using customer feedback to develop strategic plans for continuous improvement.

Why these are strong:

• These summaries are concise and provide specific examples of the Customer Service Manager's experience and skills. They give the reader a clear understanding of the manager's abilities and experience.

Weak Summaries

• Experienced Customer Service Manager with 6+ years of experience. Skilled in customer service operations.
• Customer Service Manager with 6+ years of experience. Adept at customer satisfaction and customer service initiatives.

Why these are weak:

• These summaries are too vague and lack detail. They do not provide any concrete examples of the Customer Service Manager's experience or abilities, which would give the reader a better sense of their qualifications.

Resume Objective Examples for Customer Service Managers:

Strong objectives.

A motivated professional with 1 year of customer service experience seeking a management role at ABC company where I can leverage my background to enhance the customer service department’s operations.

Energetic and organized professional with 1 year of customer service experience looking to join the team at ABC company as a Customer Service Manager to help improve customer service procedures and foster loyalty.

• Good objective statements are specific to the specific position and company, making sure to reference qualities that may be valued by employers, in addition to demonstrating relevant experience and skills. In the good examples, the individual references their customer service background, as well as their goals in their desired position.

Weak Objectives

Generalist with 1 year of customer service experience seeking to help manage the team at ABC company.

Young, enthusiastic professional with 1 year of customer service experience looking to work towards an entry-level management role in the customer service department at XYZ company.

• Poor objective statements are too general, not specific to any company, and do not demonstrate any level of experience or expertise. They may also lack the detail that many hiring managers will look for when evaluating potential candidates. Additionally, the individual did not specify the type of role they are looking for, which makes it more difficult to be considered for it.

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Speed up your resume creation process with the ai resume builder . generate tailored resume summaries in seconds., how to impress with your customer service manager work experience:, best practices for your work experience section:.

• Highlight key achievements - Customer Service Managers should use their job history to showcase how their contributions have improved customer service, generated revenue, and impacted the customer experience.
• Demonstrate key skills - Customer Service Managers should emphasize their abilities to communicate effectively, handle customer requests in a timely manner, resolve customer concerns and provide excellent customer service.
• List awards and recognitions - List any awards, recognitions or commendations that you have received during your career as a Customer Service Manager, as this will demonstrate your success and commitment to excellence.
• Use language that appeals to employers - Use industry-specific words and buzzwords that are applicable to customer service, such as sales, customer service, problem-solving, customer satisfaction, customer retention, customer onboarding, customer experience, and customer loyalty.
• Tailor your experiences to the role - To be the most convincing and attractive, tailor the experience section of your resume to the specific position you are applying for. Pay close attention to the job description and include details that directly apply to the position.
• Demonstrate your knowledge - Make sure to mention any certifications, courses, and/or seminars you’ve taken as a Customer Service Manager in order to showcase your knowledge base and any new skills you may have acquired.
• Quantify your accomplishments - Whenever possible, use facts, figures, and statistics to quantify your successes as a Customer Service Manager. Summarize your achievements to give the potential hiring manager a clear picture of the results you have obtained in your current and past positions.
• Stay up-to-date with trends - To stand out among other Customer Service Managers, stay on top of the most recent trends, tools, and technologies in the customer service industry. Knowing these advancements offers you a competitive edge and proves you are up-to-date with the current times.

Example Work Experiences for Customer Service Managers:

Strong experiences.

Managed a team of 10 customer service representatives, resulting in a 15% decrease in customer complaints over a 6-month period.

Developed and implemented a customer service training program, leading to a 20% improvement in customer satisfaction.

Organized and participated in promotional events, resulting in a 10% increase in sales.

Developed and maintained a customer service system, resulting in a 10% decrease in response times over a 3-month period.

Created and managed a customer service database, leading to a 5% reduction in customer service costs.

Organized and coordinated promotional activities, resulting in a 5% increase in customer engagement.

• These examples demonstrate the customer service manager’s ability to decrease customer complaints, improve customer satisfaction, increase sales, reduce response times, reduce costs, and increase customer engagement. The metrics included in each example illustrate the impact that the individual had in their role.

Weak Experiences

Managed a team of customer service representatives.

Developed and implemented a customer service training program.

Organized promotional activities.

Developed and maintained a customer service system.

Created and managed a customer service database.

Participated in promotional events.

• These examples do not provide any metrics or explain the impact that the individual had in their role. The duties listed are also too general and do not explain the individual’s accomplishments.

Top Skills & Keywords for Customer Service Manager Resumes:

Top hard & soft skills for customer service managers, hard skills.

• Decision Making

Soft Skills

• Organization

Go Above & Beyond with a Customer Service Manager Cover Letter

Customer service manager cover letter example: (based on resume).

Dear Hiring Manager, I am writing to express my keen interest in the Customer Service Manager position at [Company Name]. As an experienced customer service manager with a proven track record in managing teams and improving customer satisfaction ratings, I am confident in my ability to make a valuable contribution to your company. In my previous role, I managed a team of customer service representatives, resulting in a 20% increase in customer satisfaction ratings. I achieved this by developing and implementing new customer service policies and procedures, which led to a 15% reduction in customer complaints. Furthermore, I collaborated with cross-functional teams to deliver projects and initiatives on-time and on-budget, which resulted in a 15% increase in departmental productivity. As a strong believer in quality work and attention to detail, I also demonstrated my ability to deliver results in the usual projects that an individual would be assigned at this level. My experience in managing teams and providing support to senior customer service managers has also had a positive impact on the company's overall performance. I am confident that my skills and experience would enable me to effectively manage your customer service team and improve customer satisfaction ratings for [Company Name]. I am excited about the opportunity to contribute my expertise to your organization and would welcome the opportunity to discuss further how I can make a valuable contribution to your team. ‍

Thank you for your consideration. Sincerely, [Your Name]

A cover letter is a valuable tool for any job seeker, and this is especially true for customer service managers. Customer service management is a highly competitive field, and a cover letter can help you stand out from other applicants. It can showcase your communication skills, highlight your relevant experience, and demonstrate your enthusiasm for the position.

While a resume provides a summary of your skills and experience, a cover letter allows you to personalize your application and connect with the hiring manager on a deeper level. It's an opportunity to tell your story, explain why you're passionate about customer service management, and show how you can add value to the organization.

Here are some of the key reasons for pairing your customer service manager resume with a cover letter:

• It demonstrates your communication skills: As a customer service manager, communication is key. Your cover letter provides an opportunity to showcase your ability to write clearly and concisely, and to convey your ideas effectively.
• It shows your enthusiasm for the position: A well-written cover letter can demonstrate your passion for the role and the organization. This can make a big difference in the hiring manager's decision-making process.
• It highlights your relevant experience: Your cover letter allows you to explain how your skills and experience align with the requirements of the job. This can help the hiring manager understand why you're a good fit for the role.
• It sets you apart from other applicants: A well-crafted cover letter can help you stand out from other applicants who may have similar experience and qualifications.

We understand that writing a cover letter may seem daunting, but it doesn't have to be. Remember that the cover letter is an extension of your resume, so you can use the same format and content as your resume. It's also a chance to address any gaps or questions that the hiring manager may have after reading your resume.

Tips for aligning your cover letter with your resume:

• Use the same header as your resume: This will help the hiring manager identify your application as a complete package.
• Align the content of your cover letter with the requirements of the job: Use the job description as a guide to highlight your relevant skills and experience.
• Use keywords from the job posting: Incorporate relevant keywords from the job posting to help your application get past applicant tracking systems (ATS).
• Keep your cover letter concise and focused: Aim for one page and avoid repeating information from your resume.
• Proofread carefully: Errors in your cover letter can undermine your credibility, so make sure to proofread carefully before submitting your application.

Resume FAQs for Customer Service Managers:

How long should i make my customer service manager resume.

The ideal length for a Customer Service Managers resume is 1-2 pages. This allows you to showcase your professional experience and qualifications, while still keeping the document concise and focused on the key points. However, if you have many years of experience, more than two pages can be acceptable as long as you focus on the most recent and most relevant information. Avoiding filler words, information, and irrelevant duties can also help you to keep your resume on the shorter side.

What is the best way to format a Customer Service Manager resume?

When crafting a Customer Service Manager resume, it is important to clearly present your qualifications and experiences in a professional way. Include your most relevant accomplishments and skills upfront in the resume to grab the attention of the reader. Use bulleted lists to break up information into organized chunks, and make sure to use industry-specific words and phrases wherever appropriate to indicate your knowledge of the field. Lastly, use a simple, clear font to ensure that the content can be easily read and understood.

Which Customer Service Manager skills are most important to highlight in a resume?

Customer Service Managers should always be sure to include hard skills related to customer service, communication, time management, and problem solving in their resumes. Specifically, these professionals should highlight that they have expertise in customer service issues resolution, multi-channel customer service (phone, email, etc.), sales, customer dispute management, conflict resolution, call center operations, customer surveys, customer feedback, and maintaining customer relationships. In addition, Customer Service Managers should strive to include technical skills such as proficiency in Microsoft Office suite (Word, Excel, PowerPoint, and Outlook), CRM systems such as Salesforce and Zoho, data analytics, project management software such as Asana, Jira, and Trello, customer support software such as Zendesk and Helpshift, and any other software related to customer service management. It is also beneficial to include a variety of soft skills such as demonstrated aptitude in starting and managing customer service operations, customer orientation, effective communication, customer loyalty, adaptability, empathy and sympathy, negotiation, problem-solving, multitasking, and attention to detail. By carefully selecting the hard and soft skills that suit their customer service management experience, Customer Service Managers should be able to create an effective resume.

How should you write a resume if you have no experience as a Customer Service Manager?

If you have no experience as a Customer Service Manager, focus on the key competencies and skills the job requires. Aim to highlight the skills you do have that can be translated to the role, such as excellent communication, problem-solving, and customer service (if applicable). Be sure to include details such as coursework, internships, and volunteer work that demonstrate your commitment and drive to work in customer service management. Make sure to keep your resume concise and to the point, and position yourself for success as a Customer Service Manager.

Compare Your Customer Service Manager Resume to a Job Description:

• Identify opportunities to further tailor your resume to the Customer Service Manager job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Related Resumes for Customer Service Managers:

Beginner level customer service resume example, customer care manager resume example, customer service associate resume example, customer service coordinator resume example, customer service executive resume example, customer service intern resume example, customer service lead resume example, customer service relations resume example, customer service representative resume example, customer service specialist resume example, customer support specialist resume example, entry level customer service resume example, remote customer service resume example, senior customer service manager resume example, customer service manager resume example, amazon customer service resume example, retail customer service resume example, more resume guidance:.

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Customer Service Manager Resume Examples: Proven To Get You Hired In 2024

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• Customer Service Manager
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• Operations Manager

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• Customer Service Manager Resume Tips

Customer Service Manager Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer service manager resume sample.

The customer service manager is an integral role on any customer-facing team. Customer service managers can work in a variety of industries. They are responsible for leading the customer service team, ensuring customer ratings are trending positively, revamping customer service protocols, training new staff, and more. To become a customer service manager, you’ll need some critical soft skills and experience. Generally, hiring managers will look for a candidate with a minimum of an associates degree in business, communications, or another related field. However, those with a high school diploma could be considered if they have a lot of experience. Previous customer service and support experience is required to land this role. Candidates should be comfortable working face-to-face with customers, excellent problem solvers, and goal oriented.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer service manager resume in 2024,    highlight your leadership skills.

As a customer service manager, you will train and guide junior-level customer service staff. For this reason, you should highlight your ability to mentor and lead others. Maybe you volunteer with tutoring teens, or maybe a previous job has asked you to step up as a leader. In any case, all leadership experience you have should be clearly highlighted on your resume.

   Showcase your experience improving customer service metrics

Metrics are very important benchmarks to understand in customer service. As the customer service manager, you will be asked to help improve your team’s metrics, like customer satisfaction or NPS. For this reason, it’s important to show off any experience you have improving a team’s numbers or helping a team meet a new goal.

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Customer Relations Manager Resume Sample

Operations manager resume sample.

As a career coach and hiring manager who has worked with companies like Amazon, Zappos, and Zendesk, I've seen firsthand what makes a great customer service manager resume stand out. The following tips will help you craft a compelling resume that showcases your skills and experience in the best possible light.

   Highlight your leadership experience

Employers want to see that you have experience leading and managing teams. Use specific examples to demonstrate your leadership skills:

• Led a team of 15 customer service representatives, resulting in a 20% increase in customer satisfaction scores
• Implemented a new training program that reduced average call handle time by 30 seconds
• Coached and mentored 5 junior team members, resulting in 2 promotions within 6 months

Avoid generic statements that don't provide any real insight into your abilities:

• Managed a team of customer service representatives
• Responsible for training and development

   Emphasize your problem-solving skills

Customer service managers are often faced with complex problems that require creative solutions. Use your resume to showcase your problem-solving abilities:

• Developed a new escalation process that reduced customer complaints by 25%
• Identified and resolved a recurring issue with the company's CRM system, saving an estimated $10,000 per month in lost productivity
• Created a troubleshooting guide for common customer issues, reducing average handle time by 2 minutes

Avoid vague statements that don't demonstrate your impact:

• Handled customer complaints and issues
• Troubleshot technical problems

   Quantify your achievements

Whenever possible, use numbers and metrics to quantify your achievements. This helps employers understand the impact you've had in your previous roles:

• Increased customer retention rate from 75% to 90% over a 6-month period
• Reduced average call wait time from 5 minutes to 2 minutes, resulting in a 15% increase in customer satisfaction scores
• Implemented a new upselling strategy that increased revenue by $500,000 annually

Avoid using subjective or vague language to describe your accomplishments:

• Significantly improved customer satisfaction scores
• Greatly reduced call wait times
• Substantially increased revenue through upselling

   Tailor your resume to the job description

Every company has different needs and priorities when it comes to customer service. Tailor your resume to the specific job you're applying for by highlighting the skills and experience that are most relevant:

• If the job description emphasizes technical support skills, focus on your experience troubleshooting complex issues and working with various software systems
• If the company values customer retention, highlight your success in reducing churn rates and increasing customer loyalty
• If the role requires managing a large team, emphasize your leadership experience and ability to coach and develop others

Avoid using a generic, one-size-fits-all resume that doesn't speak directly to the company's needs:

Customer service professional with 10+ years of experience managing teams and improving customer satisfaction. Skilled in problem-solving, communication, and leadership.

   Showcase your industry knowledge

Employers want to know that you understand their business and the challenges they face. Use your resume to demonstrate your knowledge of the industry and how you've applied it in your previous roles:

• Implemented a new customer feedback system based on best practices from the retail industry, resulting in a 20% increase in survey response rates
• Developed a training program for new hires that incorporated the latest research on effective communication techniques in the healthcare industry
• Created a set of customer service standards based on benchmarks from top-performing companies in the technology sector

Avoid using generic language that could apply to any industry:

• Improved customer satisfaction through effective communication and problem-solving
• Trained new hires on company policies and procedures

   Highlight your soft skills

While technical skills are important for customer service managers, soft skills are equally critical. Use your resume to showcase your ability to communicate effectively, lead teams, and build relationships:

• Collaborated with cross-functional teams to develop and implement a new customer onboarding process, resulting in a 25% increase in customer retention
• Mediated conflicts between team members and customers, resulting in a 90% resolution rate and improved team morale
• Built strong relationships with key stakeholders across the organization, resulting in increased support for the customer service department and its initiatives

Avoid using cliched or overused phrases to describe your soft skills:

• Strong communication skills
• Team player
• Detail-oriented

By following these tips and showcasing your skills and experience in a compelling way, you'll be well on your way to landing your next customer service manager role.

Writing Your Customer Service Manager Resume: Section By Section

  summary.

While a resume summary is optional, it can be a powerful way to introduce yourself and highlight your most relevant qualifications for a customer service manager position. A well-crafted summary can grab the attention of hiring managers and showcase your unique value proposition. However, it's crucial to avoid using an objective statement, as they are outdated and fail to focus on what you can offer the company.

When writing your summary, tailor it specifically to the customer service manager role and the company you're targeting. Emphasize your key strengths, experiences, and achievements that align with the position's requirements. Keep it concise, typically no more than 3-4 sentences, and make sure it complements rather than repeats information already present in other sections of your resume.

To learn how to write an effective resume summary for your Customer Service Manager resume, or figure out if you need one, please read Customer Service Manager Resume Summary Examples , or Customer Service Manager Resume Objective Examples .

1. Highlight your customer service expertise

Your summary should showcase your expertise in customer service and how it aligns with the manager position. Consider the following examples:

• Customer service professional with 5+ years of experience in various industries
• Experienced in handling customer complaints and resolving issues

While these examples mention customer service experience, they lack specificity and fail to demonstrate leadership skills. Instead, try something like:

• Customer service leader with 5+ years of experience managing teams in fast-paced call center environments
• Proven track record of implementing training programs that increased customer satisfaction ratings by 20%

By highlighting your leadership experience and quantifiable achievements, you show that you have the skills necessary to excel as a customer service manager.

2. Tailor your summary to the company's needs

To make your summary more impactful, research the company and tailor your statement to their specific needs and values. For example:

Customer service manager with 7+ years of experience seeking a challenging role in a fast-paced environment. Skilled in training, coaching, and motivating teams to exceed performance goals.

While this summary mentions relevant skills, it feels generic and could apply to any customer service manager position. Instead, consider tailoring it to the company:

Customer-centric leader with 7+ years of experience seeking to leverage expertise in training and continuous improvement to contribute to [Company Name]'s mission of providing exceptional support. Proven ability to motivate teams, optimize processes, and exceed performance goals, resulting in a 15% increase in customer retention.

By mentioning the company's name and mission, as well as highlighting a specific achievement that aligns with their goals, you demonstrate a genuine interest and show how you can add value to their organization.

  Experience

Your work experience section is the core of your resume. It's where you show hiring managers what you've accomplished and what makes you a great fit for the role. In this section, we'll break down everything you need to know to write a strong work experience section on your customer service manager resume.

1. Focus on your customer service achievements

Many job seekers make the mistake of simply listing their job duties and responsibilities in their work experience section. While this gives hiring managers an idea of what you did in your previous roles, it doesn't tell them how well you performed or what kind of results you achieved.

To make your resume stand out, focus on highlighting your accomplishments and the impact you made in each role. Quantify your achievements whenever possible, using metrics such as:

• Increased customer satisfaction ratings by 25% within 6 months
• Reduced average call handling time by 20% through process improvements
• Trained and mentored a team of 15 customer service representatives

2. Use strong, industry-specific action verbs

When describing your work experience, use strong action verbs that are specific to the customer service industry. This helps hiring managers quickly understand the scope of your responsibilities and the impact you made in each role.

Examples of strong action verbs for a customer service manager resume include:

• Implemented
• Streamlined

Avoid using generic or overused verbs like "helped" or "assisted". Instead, choose verbs that paint a clear picture of your contributions and leadership abilities.

3. Tailor your experience to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every job application. To increase your chances of landing an interview, it's important to tailor your resume to each specific job you apply for.

Start by carefully reading the job description and noting the key skills, qualifications, and experience the employer is looking for. Then, look for ways to highlight your relevant experience and accomplishments in your work experience section.

Customer Service Manager, ABC Company Responsible for managing a team of customer service representatives. Handled customer inquiries and complaints. Trained new hires.

While this example lists some relevant responsibilities, it doesn't provide any context or highlight the candidate's specific contributions. Here's a better example:

Customer Service Manager, ABC Company Led a team of 20 customer service representatives, implementing new training programs that increased customer satisfaction ratings by 30%. Streamlined processes to reduce average call handling time by 25%. Collaborated with cross-functional teams to develop and launch a new customer loyalty program.

4. Highlight your career progression

As a customer service manager, hiring managers want to see that you have a track record of growth and advancement within the field. If you've held multiple positions or received promotions within the same company, make sure to highlight this in your work experience section.

One way to do this is by grouping your experience under each company, with your most recent position listed first. For example:

ABC Company Senior Customer Service Manager (2018-Present) - Achievements/responsibilities Customer Service Manager (2016-2018) - Achievements/responsibilities Customer Service Representative (2014-2016) - Achievements/responsibilities

This format makes it easy for hiring managers to see your career progression and understand how you've grown and developed within the customer service field.

  Education

The education section of your customer service manager resume should be concise yet impactful. It's an opportunity to showcase your relevant academic background and certifications that qualify you for the role. Here are some key tips to keep in mind when writing this section:

1. Put education at the top if you're a recent grad

If you've graduated within the last few years and your education is your strongest qualification, place the education section above your work experience. This is especially important if you have limited professional experience in customer service management.

Here's an example of how to format your education when you're a recent graduate:

Bachelor of Science in Business Administration University of Arizona, Tucson, AZ Graduation Date: May 2022 GPA: 3.8/4.0 Relevant Coursework: Customer Relationship Management, Service Operations Management, Business Communications

2. Keep education brief if you're a seasoned professional

For customer service managers with several years of work experience, the education section should be concise. Hiring managers will be more interested in your professional accomplishments than your academic background.

Here are some examples of what not to include:

• High school diploma if you have a college degree
• Graduation dates if they were more than 10 years ago
• Irrelevant coursework or extracurricular activities

Instead, focus on your degree, university, and any relevant certifications:

MBA, Marketing Concentration Georgetown University B.A., Communications University of Michigan

3. Include relevant certifications in customer service

In addition to your formal education, include any professional certifications you've earned that are relevant to customer service management. These can demonstrate your expertise and commitment to the field.

Some examples of relevant certifications include:

• Certified Customer Service Professional (CCSP)
• Call Center Management Certification
• Certified Client Service Specialist (CCSS)

If you have multiple certifications, consider creating a separate "Certifications" section to keep your education section streamlined.

  Skills

The skills section of your resume is where you highlight your top abilities that are relevant to the customer service manager role. It's an opportunity to show the hiring manager, at a glance, that you have the right mix of skills to excel in the position.

Many companies today use Applicant Tracking Systems (ATS) to automatically scan resumes for specific skills they're looking for. Tailoring your skills section to include relevant keywords from the job description can help your resume pass through these filters and land on the hiring manager's desk.

1. Identify key customer service skills

Before you start listing your skills, take a close look at the job description. Make a list of the key skills and qualifications the employer is looking for in a customer service manager.

Some common customer service manager skills include:

• Customer service
• Team leadership
• Conflict resolution
• Problem-solving
• Communication
• Time management
• CRM software (e.g. Salesforce, Zendesk)

Once you have your list, match your own skills and experiences to the ones the employer is seeking. These are the skills you'll want to highlight in your skills section.

2. Categorize your skills

To make your skills section easy to scan, consider grouping your skills into categories. This helps the hiring manager quickly see that you have the right mix of skills for the role.

For example, you might have categories like:

• Customer Service : Conflict resolution, empathy, active listening
• Leadership : Team management, coaching, performance reviews
• Technical : Zendesk, Salesforce, Microsoft Office

Grouping related skills together paints a clearer picture of your overall skill set and makes your resume more impactful.

3. Focus on hard skills over soft skills

While soft skills like communication and problem-solving are important for customer service managers, your skills section should primarily focus on your hard skills. These are the specific, teachable abilities you have that qualify you for the role.

Skills: Communication, leadership, hardworking, dedicated, problem-solving, detail-oriented

The example above is full of overused, generic soft skills that don't really tell the hiring manager anything about your actual qualifications. Instead, focus on listing concrete skills, tools, and knowledge areas:

Skills: Customer Service : Complaint resolution, customer retention, upselling Leadership : Performance reviews, coaching, team building Technical : Zendesk, Salesforce, Hootsuite, Google Analytics

4. Be specific and use industry terms

The more specific you are with your skills, the more convincing you'll be as a candidate. Use industry-specific terminology where appropriate to show your domain knowledge.

For example, instead of just listing 'data analysis', get more granular:

• Customer satisfaction metrics
• Net Promoter Score (NPS)
• Average handle time (AHT)
• First call resolution (FCR)

Using terms that are common in the customer service industry signals to the hiring manager that you understand the field and would need less training to get up to speed.

Skills For Customer Service Manager Resumes

Here are examples of popular skills from Customer Service Manager job descriptions that you can include on your resume.

• Troubleshooting

Customer Service

• Salesforce.com
• Technical Support
• Social Media
• Customer Relationship Management (CRM)
• Microsoft Access
• Contact Centers

Skills Word Cloud For Customer Service Manager Resumes

This word cloud highlights the important keywords that appear on Customer Service Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

• Customer Service Resume Guide & Examples for 2022

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•  Get a resume score compared to other Customer Service Manager resumes in your industry.

•  Fix all your resume's mistakes.

•  Find the Customer Service Manager skills your resume is missing.

•  Get rid of hidden red flags the hiring managers and resume screeners look for.

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Customer Service Manager Resumes

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• Other Administrative Resumes
• Customer Service Manager Interview Guide
• Customer Service Manager Sample Cover Letters
• Alternative Careers to a Customer Support Representative
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Service Manager Resume Samples

The Service Manager is responsible for providing excellent customer service experience. The job description for this role normally includes – maintaining a strong relationship with manufacturers, dealers, and sales representatives , delivering comprehensive service to customers’ inquiries, managing incoming and outgoing calls, keeping a detailed record of every customer and generating sales leads . The Service Manager Resume also makes a mention of these tasks as well – overseeing all services and work spaces, delegating tasks, managing invoice, processing new orders, tracking inventory , training new employees, acting as the highest source of information and monitoring progress of pending projects.

Whilst a degree is not always mandatory for this position, employers expect the following traits from their potential Service Managers – excellent verbal and written communication skills, a thorough knowledge of product and service of the company, administrative skills, computer literacy and staying abreast with latest industry trends. A High School Diploma is the qualification commonly seen on most of the eligible resumes.

• Resume Samples
• Service Manager

Service Manager Resume

Headline : 5+ years of experience as a Service Manager in AD/AO Support, Product Engineering, and software development. Exhibited excellence in managing and executing projects in an Onshore / Offshore Delivery Model; possess comprehensive knowledge of complete SDLC processes and Project Management. Managed multiple application development projects and upgrades to move from legacy internally built software to newer technology.

Skills : .NET, Project Management, Project Development, Service Managment, Computer Efficiency Including SAP, Email, & Microsoft Programs.

Description :

• Primary responsibility is playing a critical interface between the business and the sustain teams.
• To lead & manage l2 & l3 support, problem management, change management & service management teams & responsible for sla compliance.
• Working closely with onshore and offshore teams (USA, IDC, and KL) to deliver sustainable services.
• Understanding the big picture and aligning my day to day actions to meet immediate needs at the same time helped Pepsi meet long term goals.
• Involved in preparing service model and operation handbook documents for Pepsi sustain projects globally.
• Address day-to-day CAS service delivery functions - prioritizing work activities and assignments of tasks.
• Maintaining the sm9 tool up to date with the latest information/status for tickets under the scope of services, including emergency and bug-fix.
• Identification and implementation of corrective and preventive actions identified in the RCAS from a CAS perspective.
• Successfully managed to deliver 5 periodic releases on time with high work quality and also coordinated with project teams to sync code base in all environments (development and sustain environments).
• Risks and issues are clearly addressed and communicated to relevant stakeholders.

Implementation Service Manager II Resume

Summary : 13+ years of experience as a Service Manager. Experienced Technician with an enthusiastic & can do work style, seeking a challenging position in the Natural Gas industry to provide the highest quality support and services, by focusing on personalized service to customers and offering quality assurance, efficient and timely service, which will increase productivity and add value to company success.

Skills : Troubleshoot and Resolve Problems, MS Excel, MS Word, MS Power-Point, MS Outlook, And Internet, Expertise In Installation, Programming, Troubleshooting, and Repairs On Altronic Ignition Systems.

• Interpreting and defining customer order requirements to coordinate travel, materials, and equipment of small to large-scale projects relating to gas engines.
• Define, evaluate and prepare installation activities on behalf of the company/customer and determines manpower requirements.
• Monitoring the new installation and upgrade process at the customer site, home site and coordinating efforts to ensure equipment and machinery are in adequate working order.
• Reviewing customer service-call amendments and/or additions and to revise assembly, parts, and the invoice of materials.
• Handling customer requests for assistance or complaints and initiate response and/or takes corrective action as required.
• Test, repair and overhaul all types of mechanical and electronic ignition systems and upgrades.
• Products such as ignition, governors, air/fuel ratio controllers, save air systems (electronic in head starting air system), ECMD (rice NESHAP) exhaust monitoring system, lubrication systems, GTI (diesel converted to natural gas), detonation censoring.
• Troubleshooting and providing advanced equipment maintenance resolution to improve production challenges, improve processes, resulting in reduced maintenance costs.
• Providing extensive customer calls support/service; on-site and remotely assisting customers to restore online engine services.
• Traveling regularly to customer plants to diagnose/evaluate issues and provide resolution to eliminate machine or system malfunctions and ensure products and systems conform to engineering design and customer specifications.

Client Service Manager II Resume

Summary : 10+ years of experience as a Service Manager. Looking to obtain a position which utilizes my knowledge, skills, and experience to be an asset to an organization. Has experience with compressors, air vents, and overall knowledge of equipment maintenance.

Skills : Customer Relations, Communication, and Problem-Solving, Project, Self-Confidence, Authority, and Enthusiasm, Leading Projects, Excellent Persuasive Skills, and Human Resource Specialist, and Database, Presentation Software.

• Managing team of non-exempt customer service employees directly and indirectly.
• Managing departmental work performance to meet corporate expectations and the budgeted goals and plans of Carmax auto finance.
• Managing individual performance, coaching, developmental and disciplinary activities of supervisory level and non-supervisory associates.
• Responsible for managing a nonexempt team of store support associates (retail service and centralized e-office) responsible for engaging with field and home office sales and service associates to maximize sales and the customer experience reviews 100% of departmental disciplinary actions and assists with the delivery of all disciplinary actions to direct reports.
• Preparing various reports on departmental performance on a daily, weekly and monthly basis.
• Participating in goal setting and performance projection meetings for the customer service department.
• Managing calibration sessions to ensure all associates work performance is measured consistently across all supervisory groups in the department.
• Reporting departmental performance to all managers, including senior management, on a weekly basis in management meetings.
• Completing annual associate performance reviews and develop/review associate individual development plans.
• Developing and conducting effective team meetings complete month end reviews for supervisors.

Service Manager II Resume

Summary : Service Manager with over 11 years of experience on multiple platforms. A high-level Non-Commissioned officer is capable of leadership, quality control and strict adherence to time-critical tasks requiring attention to detail. Strong management experience in high-stress environments.

Skills : Customer Service, Management, Employee Relations, Data Entry, Credit Analysis, Basic Computer, Banking, and Communications.

• Interfacing with customers daily to optimize their results through prompt, accurate and friendly customer service.
• Managing and coordinating all projects from inception through implementation.
• While ensuring that all involved maintain a safety first focus on all projects.
• Serving as the liaison between vendors, clients, and technicians ensuring that a high level of communication exists between all parties.
• Oversee the branch monthly safety meetings and ensures all technicians have all necessary safety equipment.
• Managing to invoice and account receivable records of all job orders for nearly $4 million branches.
• Supervising a staff of 10 technicians in support 70+ customer accounts monitors the development of the working staff with identifying the training needs to include all dot required certification and log keeping requirements.
• Ensuring each technician is providing the highest level of support to staff productivity and create a synergistic and safe work environment.
• Developing a schedule to establish priorities for all inspection and repair work of customer's equipment to ensure all are completed within required time requirements and intervals.
• Maintaining a strong work ethic with a total commitment to branch success through execution and development of annual/quarterly service targets and objectives.

Service Manager I Resume

Headline : 5+ years of experience as a Service Manager. Looking to utilize my knowledge and experience gained from my education, technician experience, and customer relations to become a valuable asset in many facets of the company.

Skills : Creative Problem Solver, Strong Mechanical Aptitude Skill Set, Team Player, Communicate Both Verbally, and Written, Build and Maintain Relationships With Clients, and Co-workers, and Strong Multitasking.

• Managing reports to help complete daily tasks to satisfy customers and ensure monthly forecasted goals are met.
• Managing open repair orders, technician flag hours, customer appointments and parts on order for service.
• Building a rapport with customers to ensure all their needs are met during their service.
• Inspecting customer vehicle when they arrive and translate the customer concerns to a repair order to be dispatched to the shop foreman.
• Working daily with the manufacturers to ensure any vehicle recalls and warranty items are submitted and corrected before returning to the customer.
• Approving estimates once the technician's diagnostics are received and contact the customer for approval.
• Calling customers daily to update them on their vehicle status and schedule around their needs for pick up.
• Reviewing employee behavior and work habits and offer incentives through reward programs, while also implementing the "two-minute challenge" to resolve any disciplinary issues.
• Working closely with the sales department to provide them with the necessary manpower to maintain their inventory.
• Building a rapport with the vendors to ensure all parts are available and delivered on time to complete all necessary work.

Sales & Service Manager Resume

Summary : 9 years of experience as a Service Manager. Looking to work in a team-based environment that will promote professional and personal growth.

Skills : Supervisory, Computer Efficiency Including SAP, Email, Microsoft Programs, Inventory Control, Purchasing, Customer Service, Dispatching, Scheduling, Accounts Payable, Cycle Counting, Forklift, Tractor, Boom Lift Operation.

• Established our presence in the local market by building our service customer base to allow for the expansion of the service crew.
• Responsible for all service sales until our growth allowed us to bring on an additional service salesman.
• Train the new salesman and review his proposals until he became knowledgeable in the service market.
• Responsible for the daily activities of the service crew from dispatching to job completion.
• Received the calls from existing customers and would provide follow up calls after jobs were complete to ensure customer satisfaction.
• Conducted monthly service meetings giving direction to the service crew and to inform them of the company and customer's expectations.
• Conducted safety meetings to ensure the wellbeing of the employees.
• Assisted the branch manager with construction projects and support of office personnel.
• I also worked with the local mechanical contractor to secure HVAC projects.
• Served as head teller and assume all duties and responsibilities associated with the position.

Objective : 2 years of experience as a Service Manager. Motivated graduate with exceptional communication skills and customer service experience seeking to obtain a challenging position with the opportunity for career growth. I am a dependable, conscientious employee with exceptional work ethic eager to take the initiative as a strong team member.

Skills : Operations Management, Marketing, Staff Training, Team Building, Leadership Development, Computer-Savvy, Calm Under Pressure, Supervision and Training, Negotiation, Strategic Planning, Sales Management, Staffing, and Cost Reductions.

• Accomplish department objectives by managing staff, communicating job expectations, planning, and evaluating department activities.
• Create strategic goals by gathering pertinent business, financial, service, and operations information.
• Maintain a team staff with a minimal turnover by recruiting, selecting, orienting, and training employees properly.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks with other automotive vendors.
• Arrange training seminars and offer company provided online training courses to the staff for personal growth opportunities.
• Develop, coordinate, and enforce policies, procedures, and productivity standards.
• Manage the service department's accounting including profit margins, accounts receivable, part inventory, vehicle inventory, and service department employee payroll.
• Analyze sales, expenses, and inventory monthly to meet specific profit goals.
• Keep up to date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
• Provided leadership, coaching and process improvements are necessary to achieve critical performance targets by improving productivity and process flows.

Customer Service Manager & Collections Resume

Summary : Result driven Service Manager with over 14 years of managerial and customer service support experience. Utilize strong interpersonal and organizational skills while excelling at interfacing with others at all levels, ensuring all company goals are met. Successful within highly competitive environments where leadership and communication skills are the keys to success. Strong multi-tasking ability and data entry skills in a fast pacing environment.

Skills : Profit And Loss, Public Relations, Customer Relations, Employee Scheduling, Vision, Branding, Risk Management, Coaching, Customer Service, Inventory Management, Safety Management, Microsoft Office Savvy, and Software Input Savvy.

• Providing daily courteous service during a variety of special service customer transactions.
• Resolving customer related issues promptly using knowledge of bank services and products.
• Oversee daily staffing and minimize customer wait times to enhance service levels.
• Ensuring staff possesses the necessary skills to understand and execute customer banking transaction needs, and are proactive in offering suggestions and options.
• Identifying risks associated with regulatory compliance, overdraft authority, and bank secrecy act.
• Providing leadership to staff members regarding daily operations, as well as risk management and compliance.
• Completing all branch audits inappropriate time frames; monthly, quarterly, biannually, and annually.
• Providing training on administrative policies and procedures for all department personnel.
• Keeping up to date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
• Demonstrating exceptional product knowledge, with a special focus on the quality of atmosphere and customer services.

Automotive Service Manager V Resume

Summary : 20+ years of extensive experience as a Service Manager. Seeking to obtain employment to gain the opportunity to utilize my skills, and to challenge my ability to take a step forward to reach obstacles and accomplish goals on a business level. An adaptable team player recognized the willingness to learn and teach newly acquired skills.

Skills : Procurement, Auditing, Inventory Management, Talent Management, Scheduling, Retention, Sales & Customer Service, Construction, Property Management, MS Office Suite, and Typing.

• Contacting customers to enhance customer relations and improve customer perception of the company by keeping them up to date on service progress.
• Company goals to include effective job scheduling, billing efficiency, quoting and turnaround time.
• Ensuring that necessary tools and equipment are available and maintained in safe operating condition.
• Responsible for service vehicles as they pertain to image, safety, and maintenance.
• Responsible for maintaining records and following OSHA, hazmat, dot, MSDS and other required regulations pertaining to the service department.
• Responsible to see that new customers are ok'd for credit prior to doing service.
• Responsible for the targeting and penetration of new accounts while maintaining a current customer base.
• Hiring and supervising all service department personnel as well as monitoring their performance in servicing customer.
• Creating goals and objectives for the department which includes a marketing plan to promote new and repeat business.

Summary : 8+ years of experience as a Service Manager. I am looking to explore opportunities that will allow me to be more creative and work with either a team or just a few individuals that have a passion to work towards a common goal.

Skills : Microsoft Office, Detail Oriented, Inventory Management, Hiring, Hard Worker, Staff Development, and Strong Communication.

• Managing day to day operations of a high volume mini service department.
• Responsible for creating yearly profit and expense forecast and then managing the forecast on a monthly basis to meet or exceed the monthly goals.
• Goals are accomplished by managing daily appointments, working with all team members to achieve daily commitments and successfully handling customer concerns and feedback.
• Meeting daily with the entire management team to discuss daily commitments and discuss any current or ongoing issues.
• Working directly with the manufacturer to promote the brand and handle any client concerns.
• Reading and understand the monthly financial statement and use the statement as a tool to look for areas to reduce spending and increase gross/net profits.
• Working with the marketing team to create advertising strategies that drive new and repeat business to the service department.
• Ensuring all company standards are met by employees, and monthly goals are met.
• Constantly on the phone with customers fielding quotes, service-related questions, and building estimates.
• Maintaining quality control/satisfaction records, constantly seeking new ways to improve customer service.

Table of Contents

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• • Led a series of service-based projects, resulting in a 15% increase in client satisfaction due to enhanced delivery timelines.
• • Coordinated with senior-level managers to streamline project delivery, reducing average project completion time by 20%.
• • Developed technical architectures that improved system reliability and efficiency for five major clients.
• • Managed cross-functional teams of up to 25 members, ensuring seamless onshore/offshore collaboration and adherence to project goals.
• • Initiated strategic partner relationships, identifying new business opportunities, and contributing to a 10% growth in the project pipeline.
• • Implemented consultative relationship strategies that solidified client retention and fetched three multi-year contracts.
• • Managed the delivery of a key drug discovery platform, meeting stringent regulatory standards and client expectations.
• • Spearheaded cost reduction initiatives that saved the project overheads by $200k annually.
• • Facilitated the development and delivery of customized reports, enhancing decision-making for clients.
• • Conducted quantitative analysis for market trends, providing insights that guided project realignment strategies.
• • Drove the adoption of emerging technologies, improving project team productivity by 30%.
• • Provided technical leadership for a cross-functional project team, boosting performance metrics by 25%.
• • Implemented innovative project management tools that increased workflow efficiency.
• • Contributed to the expansion of technological capabilities, delivering projects 15% under budget.
• • Established a track record of successful on-time project delivery that surpassed industry standards.

5 Service Delivery Manager Resume Examples & Guide for 2024

Your service delivery manager resume must showcase a robust understanding of customer relationship management. Include concrete examples of your ability to maintain high satisfaction levels. Demonstrate your expertise in managing service teams by highlighting your leadership roles and achievements. Detail your success in implementing process improvements that increased efficiency and reduced costs.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a service delivery manager, articulating the breadth of your managerial experience and customer service achievements on a resume can be challenging. Our guide provides clear strategies and examples to help you succinctly highlight your leadership skills and service delivery successes, ensuring your resume stands out to potential employers.

• Apply best practices from professional resumes to spotlight your application;
• Quantify your professional experience with achievements, career highlights, projects, and more;
• Write an eye-catching service delivery manager resume top one-third with your header, summary/objective, and skills section;
• Fill in the gaps of your experience with extracurricular, education, and more vital resume sections.

We've selected, especially for you, some of our most relevant service delivery manager resume guides. Getting you from thinking about your next career move to landing your dream job.

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Enhancing your service delivery manager resume: format and layout tips

Four popular formatting rules (and an additional tip) are here to optimize your service delivery manager resume:

• Listing experience in reverse chronological order - start with your most recent job experiences. This layout helps recruiters see your career progression and emphasizes your most relevant roles.
• Including contact details in the header - make sure your contact information is easily accessible at the top of your resume. In the header, you might also include a professional photo.
• Aligning your expertise with the job requirements - this involves adding essential sections such as experience, skills, and education that match the job you're applying for.
• Curating your expertise on a single page - if your experience spans over a decade, a two-page resume is also acceptable.

Bonus tip: Ensure your service delivery manager resume is in PDF format when submitting. This format maintains the integrity of images, icons, and layout, making your resume easier to share.

Finally, concerning your resume format and the Applicant Tracker System (ATS):

• Use simple yet modern fonts like Rubik, Lato, Montserrat, etc.
• All serif and sans-serif fonts are friendly to ATS systems. Avoid script fonts that look like handwriting, however.
• Fonts such as Ariel and Times New Roman are suitable, though commonly used.
• Both single and double-column resumes can perform well with the ATS.

Upload & Check Your Resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Traditional sections, appreciated by recruiters, for your service delivery manager resume:

• Clear and concise header with relevant links and contact details
• Summary or objective with precise snapshot of our career highlights and why you're a suitable candidate for the service delivery manager role
• Experience that goes into the nuts and bolts of your professional qualifications and success
• Skills section(-s) for more in-depth talent-alignment between job keywords and your own profile
• Education and certifications sections to further show your commitment for growth in the specific niche

What recruiters want to see on your resume:

• Experience in leading and managing service delivery teams, with a track record of achieving SLA compliance and high customer satisfaction.
• Strong understanding of ITIL processes and experience in IT service management, including incident, problem, change, and capacity management.
• Demonstrated ability to manage complex projects and drive continuous improvement in service delivery operations.
• Expertise in stakeholder management, with robust communication and relationship-building skills to interact effectively with clients and cross-functional teams.
• Experience with service delivery metrics and reporting, including the ability to analyze data to inform decision-making and improve service quality.

Quick guide to your service delivery manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for service delivery manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your service delivery manager experience section, get some ideas from real-world professional resumes:

• Led a cross-functional team of 25 to provide top-tier IT service delivery, consistently achieving 98% customer satisfaction for managed IT services.
• Implemented a new ITIL framework that increased service efficiency by 20%, reduced costs by 15%, and improved ticket resolution times by 30%.
• Drove the adoption of a knowledge management system that reduced repeat incident volume by 40%, empowering clients with self-service tools and resources.
• Initiated and managed a service delivery overhaul that led to a 50% improvement in SLA compliance across all client accounts.
• Negotiated strategic partnerships with software vendors, resulting in cost savings of $1M annually while enhancing service capabilities.
• Spearheaded a customer-centric initiative that reduced churn by 30% through personalized account management strategies.
• Managed a portfolio of cloud services, successfully orchestrating the migration of over 500 enterprise users to a new cloud platform within a 6-month timeframe.
• Improved team productivity by 25% by streamlining project management processes and implementing agile methodologies.
• Championed a cybersecurity strategy that mitigated risk and safeguarded client data, achieving a 99.9% security compliance rate.
• Increased profitability by optimizing service delivery processes, leading to a 20% reduction in operational expenses and a 15% increase in profit margins.
• Cultivated a culture of continuous improvement, which encouraged team members to contribute ideas, resulting in a 35% improvement in process efficiency.
• Developed and managed a successful vendor management system that improved service levels and reduced vendor-related issues by 25%.
• Oversaw a significant IT infrastructure transition for global operations, ensuring zero downtime and seamless service continuity for over 10,000 end users.
• Established a benchmarking system for monitoring service delivery performance, leading to a consistent year-on-year improvement in key performance indicators.
• Launched a comprehensive training program for service delivery staff that enhanced skill sets and improved team versatility in handling complex client issues.
• Directed a digital transformation project for service delivery models, integrating AI and ML solutions that resulted in 40% faster incident response times.
• Collaborated with engineering teams to tailor bespoke IT solutions, enhancing client satisfaction and leading to a 20% increase in contract renewals.
• Fostered a customer-first approach within the service delivery team, setting high standards for communication that led to a top Net Promoter Score (NPS) in the company's history.
• Managed service delivery for high-value projects with annual budgets exceeding $2M, ensuring all objectives were met on time and under budget.
• Led a successful service redesign for a major financial client, enhancing system reliability and customer transaction speeds by over 60%.
• Pioneered a remote monitoring and management service, providing proactive maintenance and support, reducing average system downtime by 75%.
• Orchestrated the service delivery team during a merger, seamlessly integrating processes and personnel while retaining 98% of the client base.
• Developed an innovative approach to service delivery metrics reporting, enhancing transparency and client trust which resulted in a 50% increase in client referrals.
• Headed a cultural change initiative focused on service excellence, raising employee engagement scores by 30% and decreasing staff turnover by 15%.

Quantifying impact on your resume

• Highlight specific metrics that demonstrate efficiency improvements in service delivery processes you have managed.
• Detail the percentage reduction in customer service issues due to initiatives you implemented.
• Specify the exact budget you've managed and how you've optimized spend for service delivery projects.
• Illustrate the number of cross-functional teams you've led and the outcome of those collaborations.
• Quantify the increase in customer satisfaction or Net Promoter Score (NPS) under your management.
• Show the reduction in service delivery times and how it improved client engagement.
• List the number of service delivery projects completed on time and within budget.
• Document any significant growth in service capacity or capability due to your strategic planning.

Action verbs for your service delivery manager resume

What to do if you don't have any experience

It's quite often that candidates without relevant work experience apply for a more entry-level role - and they end up getting hired.

Candidate resumes without experience have these four elements in common:

• Instead of listing their experience in reverse-chronological format (starting with the latest), they've selected a functional-skill-based format. In that way, service delivery manager resumes become more focused on strengths and skills
• Transferrable skills - or ones obtained thanks to work and life experience - have become the core of the resume
• Within the objective, you'd find career achievements, the reason behind the application, and the unique value the candidate brings about to the specific role
• Candidate skills are selected to cover basic requirements, but also show any niche expertise.

Recommended reads:

• How to Put Cum Laude on Your Resume
• Should I Put In An Incomplete Degree On A Resume?

Showcase any ongoing or recent educational efforts to stay updated in your field.

Service Delivery Manager skills and achievements section: must-have hard and soft skills

A key principle for your Service Delivery Manager resume is to prominently feature your hard skills, or the technologies you excel in , within the skills section. Aim to list several hard skills that are in line with the job's requirements.

When it comes to soft skills, like interpersonal communication abilities and talents , they're trickier to quantify.

Claiming to be a good communicator is one thing, but how can you substantiate this claim?

Consider creating a dedicated "Strengths" or "Achievements" section. Here, you can describe how specific soft skills (such as leadership, negotiation, problem-solving) have led to concrete achievements.

Your Service Delivery Manager resume should reflect a balanced combination of both hard and soft skills, just as job requirements often do.

Top skills for your service delivery manager resume:

ITIL Framework

Project Management

Service Level Agreement (SLA) Management

Customer Relationship Management (CRM)

Business Process Improvement

Supply Chain Management

Report Writing and Analysis

IT Service Management (ITSM)

Risk Management

Budgeting and Financial Management

Communication

Problem-Solving

Decision Making

Negotiation

Time Management

Customer Service

Conflict Resolution

Adaptability

List your educational qualifications and certifications in reverse chronological order.

Education section and most popular service delivery manager certifications for your resume

Your resume education section is crucial. It can indicate a range of skills and experiences pertinent to the position.

• Mention only post-secondary qualifications, noting the institution and duration.
• If you're still studying, highlight your anticipated graduation date.
• Omit qualifications not pertinent to the role or sector.
• If it provides a chance to emphasize your accomplishments, describe your educational background, especially in a research-intensive setting.

Recruiters value service delivery manager candidates who have invested their personal time into their professional growth. That's why you should include both your relevant education and certification . Not only will this help you stand out amongst candidates, but showcase your dedication to the field. On your service delivery manager resume, ensure you've:

• Curated degrees and certificates that are relevant to the role
• Shown the institution you've obtained them from - for credibility
• Include the start and end dates (or if your education/certification is pending) to potentially fill in your experience gaps
• If applicable, include a couple of job advert keywords (skills or technologies) as part of the certification or degree description

If you decide to list miscellaneous certificates (that are irrelevant to the role), do so closer to the bottom of your resume. In that way, they'd come across as part of your personal interests, instead of experience. The team at Enhancv has created for you a list of the most popular service delivery manager certificates - to help you update your resume quicker:

The top 5 certifications for your service delivery manager resume:

• Project Management Professional (PMP) - Project Management Institute (PMI)
• Information Technology Infrastructure Library (ITIL) Foundation Certification - AXELOS
• Certified ScrumMaster (CSM) - Scrum Alliance
• PRINCE2 Foundation/Practitioner - AXELOS
• Lean Six Sigma Green Belt (LSSGB) - International Association for Six Sigma Certification (IASSC)
• When Should You Include Your High School on Your Resume?

The service delivery manager resume summary or objective: integrating keywords, achievements, and more

Deciding whether to include a resume summary or an objective in your service delivery manager resume is crucial. Both serve as key introductory elements at the top of your resume, encapsulating your profile in up to five sentences and incorporating relevant keywords from the job advert.

Here are the key differences between the two:

• The resume summary focuses on aligning your achievements and experience with the job requirements. It provides recruiters with a snapshot of your expertise , helping you stand out as an ideal candidate for the role.
• The resume objective, on the other hand, centers on your career goals and aspirations , detailing how the role aligns with your career progression. It's particularly suitable for candidates with less professional experience or those new to the job market.

Below are examples demonstrating best practices in utilizing the resume summary and/or objective to make a strong first impression with your service delivery manager resume.

Resume summaries for a service delivery manager job

• Seasoned Service Delivery Manager with over 12 years of experience in IT infrastructure management, bringing forth a proven track record of implementing efficient service delivery processes that enhance client satisfaction. Expert in leading cross-functional teams and managing a portfolio of high-value accounts, with a notable success in reducing response times by 30% at TechGenius Inc.
• Dedicated professional transitioning from a successful 10-year career in project management within the construction industry to service delivery. Leveraging exceptional coordination skills and an MBA in Operations Management to drive service excellence and build resilient systems for a tech-driven service environment. Recognized for leading a project that won the ‘Innovation in Design’ award for Green Buildings in 2018.
• Dynamic leader aiming to contribute over 8 years of experience in customer service management to the tech sector as a Service Delivery Manager. Expertise in strategic planning, resource allocation, and service optimization, with a commendable accomplishment of elevating customer retention by 20% within a competitive retail landscape through meticulous service delivery enhancements.
• Former military officer eager to apply strategic thinking and discipline acquired through 15 years of exemplary service to the field of service delivery. Exceptional at managing high-stake situations and coordinating complex operations, eager to apply stringent efficiency standards and leadership skills to streamline service delivery processes in a high-tech business setting.
• Eager to leverage extensive customer engagement experience and passion for technology to ensure seamless service delivery in a dynamic start-up environment. With no prior managerial background, the focus is on bringing fresh perspectives, unwavering commitment to client satisfaction, and adaptability to fast-paced changes, aspiring to drive growth through exceptional service standards.
• Recent graduate with a Master’s degree in Business Administration, specializing in IT Management, aspiring to implement academic knowledge and fresh insights into delivering superior services. Keen on developing expertise in managing client relationships and operational processes, while actively contributing to a team focused on enhancing service delivery outcomes.

Bonus sections for your service delivery manager resume

Looking to show more personality on your service delivery manager resume? Then consider including a couple of extra sections.

They'd benefit your application by highlighting your most prominent:

• Industry recognitions ;
• Community efforts ;

Key takeaways

• Invest in a concise service delivery manager professional presentation with key resume sections (e.g. header, experience, summary) and a simple layout;
• Ensure that the details you decide to include in your resume are always relevant to the job, as you have limited space;
• Back up your achievements with the hard and soft skills they've helped you build;
• Your experience could help you either pinpoint your professional growth or focus on your niche expertise in the industry;
• Curate the most sought-after certifications across the industry for credibility and to prove your involvement in the field.

Looking to build your own Service Delivery Manager resume?

• Resume Examples

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Service Manager resume examples for 2024

The most important hard skills for a service manager include project management, customer relationship management (CRM), and business development practices. Soft skills that are crucial for service managers are customer service skills, communication skills, and a strong work ethic. According to Dr. Charlie Adams Ph.D. , Associate Professor at Texas Tech University, "Specific, measurable skills such as certification for specific activities like bartending or Serve Safe. Demonstrate capabilities through past work experience such as waiting tables, hosting, front desk, housekeeping, etc., that show effort and familiarity with the environment." These skills should be visible on a service manager's resume and align with their career aspirations and goals.

Service Manager resume example

How to format your service manager resume:.

• Use the same job title on your resume as the one in the job application. Recruiters recommend keeping your resume to one page, focusing on achievements that showcase your impact, and using branch management tools to improve lobby and line management for better client service.
• Tailor your work experience to highlight accomplishments that address recurring operational or customer support problems, such as repair order analysis, team efficiency monitoring, and process/policy recommendations to resolve service-level or productivity issues.
• Incorporate specific examples of achievements in areas like customer satisfaction, community awareness, escalation management, and department policy development to demonstrate your ability to support business operations with a strong customer service orientation and relationship management.

Choose from 10+ customizable service manager resume templates

Choose from a variety of easy-to-use service manager resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your service manager resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Entry level service manager resume example

Professional service manager resume example, resume tips to land the job:.

• If you're choosing between a resume objective or work experience and you want to fit your resume on one page, always choose work experience. However, it's ok for senior level service manager resumes to be two full pages long.
• Recruiters and hiring managers suggest short, succinct bullet points, instead of long, wordy paragraphs. Make it easy for recruiters to understand your key accomplishments, in 30 seconds.
• As a rule of thumb, lead each bullet point with a verb such "Grew", "Increased", or "Developed".

Service Manager resume format and sections

1. add contact information to your service manager resume.

Service Manager Resume Contact Information Example # 1

Dhruv Johnson

[email protected] | 333-111-2222 | www.linkedin.com/in/dhruv-johnson

2. Add relevant education to your service manager resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Service Manager Education

Service Manager Resume Relevant Education Example # 1

Some College Courses In Business 2005 - 2007

Pennsylvania State University Main, PA

Service Manager Resume Relevant Education Example # 2

Bachelor's Degree In Business 2006 - 2009

Northeastern University Boston, MA

3. Next, create a service manager skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an service manager resume

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Business development is the ideas or initiatives that work to make business work better. Selling, advertising, product development, supply chain management, and vendor management are only a few of the divisions involved with it. There is still a lot of networking, negotiating, forming alliances, and trying to save money. The goals set for business development guide and coordinate with all of these various operations and sectors.

Top Skills for a Service Manager

• POS , 11.6%
• Performance Reviews , 8.0%
• Cash Handling , 7.6%
• Food Handling , 6.8%
• Other Skills , 66.0%

4. List your service manager experience

The most important part of any resume for a service manager is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of service managers" and "Managed a team of 6 service managers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Assisted credit analyst with daily reporting tasks.
• Worked with Healthcare Carriers, Medicare, and Medicaid to collect on aging debt.
• Developed marketing campaigns to attract new clients.
• Designed AMS using SharePoint, generated asset management reports, performed testing and provided key solutions in critical situations
• Worked very closely with Payroll SMEs in the gathering requirements of Payroll integrations.
• Worked with large regional clients in Chicago and Detroit to develop Out of Home campaigns.
• Provided first-line supervision to ensure individual sales representatives achieve assigned sales objectives and budgets.
• Prospected new business for on air and online advertising slots.
• Managed the activities of a team of sales representatives and sales assistants.
• Designed advertisements and marketing campaigns.
• Verified consumer information using Fast Data, Accurint, and Dunn & Bradstreet databases.
• Provided support for collaboration technologies encompassing SharePoint [ ] MS Office Communicator 2005 and MS Office Live Meeting 2007.
• Assisted the process of commercial monetary transaction and - Analyze the qualification of a company that applies to international transaction.
• Worked with App-V Sequencer and Client for sequencing, streaming, testing and troubleshooting virtual applications.
• Crossed training with FHA processing and transitioned to FHA closer.
• Supervised, trained, and developed entry-level sales representatives through succession planning.
• Persuaded multiple highly dissatisfied customers to re-evaluate company offerings, salvaged the relationships, and renewed contracts.
• Forged relationships with various C-Level decision makers to provide a consultative approach.
• Managed high volume and color placements for 12 Strategic Account executives.
• Reviewed leads, networked, participated in planning and implementation, managed forecasts for national territory, supported field sales network.

5. Highlight service manager certifications on your resume

Specific service manager certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your service manager resume:

• Associate Service Executive (ASE)
• EPA Amusement Operators Safety Certification (EPA)
• Certified Service Manager
• Certified Sales Professional (CSP)
• Certified Manager Certification (CM)
• Certified Management Accountant (CMA)
• Master Certified Electronics Technician (CETma)
• Project Management Professional (PMP)
• Food Safety Manager Certification
• ServSafe Food Protection Manager Certification

6. Finally, add an service manager resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your service manager resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common service manager resume skills

• Performance Reviews
• Cash Handling
• Food Handling
• Cleanliness
• Project Management
• Guest Satisfaction
• Direct Reports
• Business Development
• Customer Complaints
• House Training
• Strong Customer Service
• Performance Evaluations
• Service Operations
• Customer Satisfaction
• Preventative Maintenance
• Warranty Claims
• Training Programs
• Customer Relations
• Customer Service
• Branch Management
• Quality Service
• Inventory Control
• Service Calls
• Process Improvement
• Parts Inventory
• Product Knowledge
• Customer Retention
• Troubleshoot
• Repair Orders
• Inventory Management
• Customer Support
• Lead Management
• Fine Dining
• Escalation Management
• Gross Profit
• Copywriting

Entry level service manager resume templates

Professional service manager resume templates

Service Manager Jobs

Links to help optimize your service manager resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Service Manager resume FAQs

How do you describe a customer service manager on a resume, search for service manager jobs.

Updated April 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Services Manager Resume Sample

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Work Experience

• Establish and maintain a high profile within the Firm
• Promote the capabilities and resources of the Production and MDS teams to client business units
• Schedule and attend regular meetings with key clients to understand changing business needs, discuss BU spend, initiatives and proactively solicit service feedback
• Maintain partnership relationship with internal stakeholders such as IT, CREM, Health & Safety, Corporate Security, Information Security, GWS and Operational Risk
• Draft client facing service announcements and updates such as email updates and posters
• Maintain and update regional CIM Twiki pages
• Establish and maintain strong relationships with CS EMEA branch managers and BU stakeholders to ensure that we understand and support the unique requirements of the branch network
• Exceed client expectations and service needs as the primary contact for STAPLES Center
• Build and sustain positive relationships with STAPLES Center clients through direct and indirect communication
• Act as the primary Premium Seating ‘Manager on Duty’ during scheduled STAPLES Center events and ensure that all member questions and/or issues are resolved using best judgment
• Attempt to achieve first-contact resolution of client issues to ensure they are resolved quickly and effectively
• Accountable for running an effective Account Service Plan including monthly touch points actively recorded in CRM. Maintain that plan with the Director of Premium Services
• Support all special events such as client road trips, receptions, outings, conferences and other events hosted by Premium Seating
• Work with Premium Seating Vice President and Premium Services Director by developing a renewal plan for assigned accounts in their final year. Position eligible for renewal incentives
• Support the Premium Seating Ticketing department in obtaining outstanding payments for accounts and working with clients on setting up approved payment plans
• Responsible for arranging repair and maintenance schedules, conducting inspections and coordinating new signage for Private Suite accounts
• Client catering / hospitality
• Responsibility for ensuring that prospective investors meet eligibility, compliance and anti-money laundering guidelines during the processing of investor-related transactions
• Set the development schedule to ensure that AIS is keeping pace with market developments and competitor product service offerings
• Support the retention and growth of existing revenue streams, and provide the highest level of customer service through proactive problem resolution and by demonstrating the Company's core values
• Builds program plans and maintains program record. Works with the core
• Manage on-going business projects, relationships and people to execute business priorities associated with transaction process automation, expansion of transaction offerings to enhance TCF’s customer experience and the implementation of new technology solutions
• Annual User Productivity Survey
• Client Relationship Assessment Scores
• Savings to annual budget

Professional Skills

• Excellent interpersonal skills including strong decision making, communications (verbal and written) and negotiation skills
• Strong organizational skills, strong time, workload and project management skills
• Strong communication skills, inclding good influencing skills
• Strong communication skills, including good influencing skills
• Strong catering sales, strong self-direction, able to prospect, excellent computer and telephone skills
• Strong project management skills with experience in organising, planning and executing projects from the envisioning stage through to implementation
• High-potential/high-performing leader with demonstrated management, coaching and associate development skills with experience handling escalated issues

How to write Services Manager Resume

Services Manager role is responsible for interpersonal, organizational, leadership, english, customer, microsoft, computer, business, excel, software. To write great resume for services manager job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Services Manager Resume

The section contact information is important in your services manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Services Manager Resume

The section work experience is an essential part of your services manager resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous services manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular services manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Services Manager resume experience can include:

• Demonstrated problem solving and decision making skills, strong networking skills and ability to deal effectively with conflict, attention to detai
• Excellent customer service skills and great experience working cross functionally
• Excellent communication, presentation, and interpersonal skills including the ability to lead project teams or work as an effective team member
• Strong written/verbal communication skills, effective presentation, and facilitation abilities
• Good organizational skills: has the ability to prioritize tasks and to manage the workload by her/his own initiative
• Good time management and negotiation skills with the ability to handle multiple priorities

Education on a Services Manager Resume

Make sure to make education a priority on your services manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your services manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Services Manager Resume

When listing skills on your services manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical services manager skills:

• Excellent communication skills(verbal and written) and interpersonal skills
• Excellent oral and written communication skills with the ability to effectively influence others
• Utilize standard business application software. Strong Microsoft Office Software skills: Word, Excel, PowerPoint, Outlook. Visio skills beneficial
• Ideally have prior prior law enforcement, corporate security, investigative experience or military experiences (4+ yrs of experience)
• Strong interpersonal skills for interacting and communication skills for business partners and senior management
• Proven organizational skills, with ability to manage competing priorities

List of Typical Experience For a Services Manager Resume

Experience for soft services manager resume.

• Strong Windows 7/10 and OS X skills with demonstrated experience in independently troubleshooting hardware and software problems during critical moments
• Demonstrated high level of confidence in making strategic decisions, good judgement, and innovative and creative problem solving skills
• Proven experience effectively leading diverse teams to exceed goals
• Proven leadership experience with demonstrable people management and development skills
• Good oral, written, IT and numerical skills. Experience in Word, Excel and Powerpoint
• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment
• Demonstrated experience developing, prioritizing and executing strategic plans to deliver results and achieve operating objectives
• Excellent experience working with cloud providers and excellent understanding of cloud contracts, SLA’s and OLA’s

Experience For Event Services Manager Resume

• Good oral communication/interpersonal skills are necessary including the ability to communicate plans
• Solid problem solving skills are required on occasions to deal with customer conflict
• Good decision making skills are essential
• Experience required within the Hedge Funds Industry, including direct contact with clients and proven management experience
• Excellent verbal and written communication skills; fluency in English is required
• Excellent written and verbal communications skills in Italian and English
• Strong presentation, written and spoken communication skills in English required
• Excellent oral and written, communication and negotiation skills

Experience For Convention Services Manager Resume

• Good verbal and written communications skills in the English language
• Organizational skills are a top priority and ability to plan events for the foreseeable future
• Exceptional communication and strong interpersonal and influence skills
• Extremely strong written, verbal communication and presentation skills
• Excellent communication, time management, customer service and organizational skills
• Good verbal and written communication skills required in order to prepare various communications
• Ensuring that the team collaborates effectively with all IT colleagues
• Demonstrated experience working with personal computers, word processing and Microsoft Excel
• Advanced written and verbal communication skills, including report writing

Experience For IT Services Manager Resume

• Demonstrated experience in production, project management, planning, and implementing new product rollouts
• Experience of Contract Mobilisation or ability to demonstrate tenacity during challenging periods
• Proven ability to develop effective relationships across divisional lines and to work with all levels of the company, including senior management
• Handle changing priorities, deal with ambiguity and use good judgment in stressful situations
• Effectively manage and motivate teams including the ability to constructively give and receive performance feedback
• 12 – 15 years of professional services experience with at least 3-5 years of experience in leading business/service delivery
• Valid Texas Driver’s License with good driving record
• Communicate effectively across a diverse audience, including internal and external customers

Experience For Shared Services Manager Resume

• Effectively and strategically manage business segments of responsibility to protect primary revenue stream that comes from gaming
• PC skills including MS Office & Dynamics CRM
• Research experience including 2+ years managerial experience
• Analytical and problem solving skills with ability to interpret potential control issues
• Proven Project/Program management work experience (cost/budgeting, schedule, risk evaluation, project/program execution)
• Prior experience of working on a TFM contract

Experience For Student Services Manager Resume

• Experience of working with Profit and Loss Accounts, experience of Change Management
• Efficiently and effectively tackle complex projects to drive support at scale
• A motivated experienced HR Shared Services Manager with 3-5 years of supervisory experience
• Work effectively within a highly regulated matrix organisation
• Prior project management experiences. Be able to manage multiple projects from end to end
• Strong experience in at least two of: Windows, Linux and Macintosh operating systems
• Experience leading and managing projects from start to finish, including specific experience in tight timeline, and/or crisis environment
• Fluent or Advanced English communication skills (verbal and written)

Experience For Workplace Services Manager Resume

• Basic to intermediate computer skills, knowledge of Microsoft Office programs
• Demonstrated job-related experience within a higher education or large corporate campus environment
• Proven experience of managing a team ideally within the fashion or retail industry or in professional services
• Advanced MS office skills, particularly Power point, Excel and Word
• Strong ability to develop effective processes
• Leadership of a multi-disciplinary, multi-site team to cost effectively deliver high quality services to the team’s customers
• Demonstrated focus on quality and improving the customer experience

Experience For Senior Services Manager Resume

• Possess strong RBOs and variable data knowledge to work with cross functions to ensure efficiency , effectiveness and professionalism on invariable data set up
• English skills - Fluent written and conversational English, Cantonese and Mandarin
• Track record of Influencing skills
• Computer Skills – Word, Excel, PowerPoint
• Effectively represent department in meetings with retail executives, law enforcement, and professional associations
• Drive a high performance culture through strong leadership and effective people management
• Experience working with partners and global stakeholders to develop strong relationships, obtain regular feedback, share roadmaps and strategies

Experience For Project Services Manager Resume

• Demonstrated experience managing a team of customer service professionals
• Experience and demonstrated expertise in supporting the sales of professional services
• Plans, staffs, mentors, develops and evaluates the skills and capabilities of the team members
• Demonstrate a good understanding of the Major Offshore Projects market such as major engineering and construction contractors of subsea equipment and floaters
• Strong personal initiative, proven decision-making ability, integrity, and confidentiality
• Demonstrate experience with various contract and compensation types

Experience For Quality Services Manager Resume

• Organizing, evaluating, and presenting information effectively to varying size groups, both orally and in writing
• Effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals
• Sales skills and ability to work well within a team atmosphere
• Ensure that adequate support and training is provided to all direct reports to ensure that they can undertake their role effectively and efficiently
• Effectively communicate to your team, other departments, and clientele via various methodology
• Computer skills, Microsoft Office, Delphi, MeetingMatrix, and Micros POS system

List of Typical Skills For a Services Manager Resume

Skills for soft services manager resume.

• Good presentation, influencing and motivation skills, with experience of managing multi-skilled engineering teams
• Strong marketing/services skills and ability to teach / mentor service skills to a diverse team
• Strong technical skills, experience in managing and manipulating databases and datasets
• Strong critical thinking skills and ability to make effective decisions during critical events
• Demonstrated strong leadership skills, judgment and individual decision making ability
• Demonstrated experience in areas of responsibility while effectively supervising employees
• Demonstrated strong problem-solving skills with the ability to develop creative solutions
• Demonstrated excellent planning skills
• Excellent prioritization, consultative, and analytical skills

Skills For Event Services Manager Resume

• Good oral, written, IT and numerical skills. Experience in word, excel and Power point is desirable
• Refined verbal communication skills and customer service skills
• Proven experience including problem solving, research and analysis including strong analytical and quantitative statistical abilities
• Excellent problem-solving and change management skills with a focus on maintaining and developing relationships and partnerships
• Strong problem solving, negotiating and conflict resolution skills
• Excellent inter-personal, influencing, presenting, organizational, verbal and written communication skills
• Strong meeting planning and facilitation skills with the ability to navigate both functional and technical topics of conversation
• Good understanding of programming and database skills
• Proven ability to provide excellent customer service in high-pressure environments while successfully handling multiple competing priorities

Skills For Convention Services Manager Resume

• Prior experience in the hospitality field with specific experience in catering sales and event coordinating
• Good presentation skills for metric and analysis reporting and educating the business on procurement thru accounts payable processes
• Demonstrated coaching and counseling skills to develop a motivate Cast to deliver an exceptional level of service
• Strong working knowledge of office equipment and computer skills using Microsoft Outlook, Word, Excel, PowerPoint, Adobe, and similar programs
• Demonstrate strong leadership and experience of managing managers
• Proven ability to effectively manage fast paced and rapidly changing solutions
• Critical Thinking skills - have demonstrated abilities to make critical decisions

Skills For IT Services Manager Resume

• Solid Computer Skills – working with MS Office suite
• Responds effectively to guest inquiries related to MGM Springfield and providing excellent guest service
• Effective interpersonal skills to anticipate the needs of event organizers and for relationship building with clients and partners
• A self-starter, with strong decision-making skills and ability to work under pressure
• Strong planning and organizational skills and ability to multitask
• Has a proven record in the full range of management and leadership skills, consistently delivering great business outcomes
• Effective management skills (upwards and downwards)
• Exceptional organizational skills. Ability to make good decisions and manage several processes in a fast paced environment

Skills For Shared Services Manager Resume

• Strong self-motivation skills, affinity with numbers and driven to achieve results
• Strong negotiation and closing skills are essential
• Make quick, rational decisions and effectively communicate and operate in a stressful environment
• Excellent communication skills & the ability to build rapport with all levels in every capacity, responding positively even to the toughest challenge
• Good written and communicating skills, computer literate
• Excellent written and verbal communication skills with the ability to present ideas or solutions clearly and concisely to small & large audiences

Skills For Student Services Manager Resume

• Excellent communication skills. Able to communicate at all levels
• Strong organizational skills and an ability to handle multiple responsibilities
• Strong team management and leadership skills including managing a team during periods of transition and transformation
• Leadership combined with creativity, problem solving and strong influencing skills
• Work in a fast paced, dynamic, and team based environment that requires excellent skills in multi-tasking and a take-charge ability
• Superb leadership and supervisory skills, including experience in a union environment
• Strong interpersonal and communication skills to influence, motivate, coach and negotiate with customers and sales team
• Tenacious with effective bartering and negotiation skills
• Excellent contract management skills are essential

Skills For Workplace Services Manager Resume

• Demonstrated passion for Guest service and commitment to Cast Members, strategic thinking and analytical skills
• Strong and confident communication skills
• Excellent communication skills with the ability to communicate with cross-functional team
• Updating existing or learning new technology or skills that benefit the Academic Programs mission
• Planning, organizing and lead/supervisory skills

Skills For Senior Services Manager Resume

• Influencing skills - have the ability to interact and work closely with internal and external stakeholders
• Working knowledge of mathematical skills such as addition, subtraction, multiplication and division
• Experience in preparing effective communication, leading teams and addressing training requirements
• Experience with effective coaching, leadership, team building, problem solving and decision making
• Proven experience in auditing and developing academic policies and processes in a continuing education environment regarding programs, courses, and instructors
• Manager the Firm’s Training Program for new hires and ongoing skills improvement including oversight of curriculum development and training materials

Skills For Project Services Manager Resume

• Experience in facilities management, including experience in developing and leading facilities project programs
• Demonstrated experience planning, organizing and directing the efforts for asset management, procurement, supply chain, or related disciplines
• Proficient skills in using Microsoft office including Word, Excel and PowerPoint
• Effective at managing multiple competing priorities under tight deadlines
• Demonstrated industry experience (20+ years) within construction, commissioning, start up and operations working on a large, complex LNG projects
• Strong level of understanding and experience using ERP business applications, to include SAP (required), Radius, Amtech
• Exceptional interpersonal, influencing, mentoring and negotiation skills
• Demonstrate extensive experience in managing proactive life safety programs and general safety concepts, including chemical, biological, fire and life safety

Skills For Quality Services Manager Resume

• Demonstrated experience using Learning Management System (LMS) software, such as Blackboard, to manage online course content production processes
• Computer skills including, but not limited to, working knowledge of Microsoft Word and Excel and Maestro
• Strong knowledge/experience using calendaring software to schedule meetings
• · Critical thinking and planning skills
• Conduct planning sessions and manage timelines effectively for all operating areas and clients
• Experience with network technologies, monitoring, QoS (prioritization for voice and video), firewalls
• Strong experience in product development and sampling, with at least 6 years in supervisory position
• Work independently in a fast paced changing environment and manage multiple tasks effectively

List of Typical Responsibilities For a Services Manager Resume

Responsibilities for soft services manager resume.

• Experience in operating at all levels of the business with proven negotiation skills
• Delivering catering sales success; to include prospecting, negotiations and good telephone skills
• Excellent computer skills including Microsoft Office programs, including Excel, PowerPoint, Microsoft Word, Outlook
• Dealing with all member enquiries & feedback regarding their membership & club services via email, phone & face to face, ensuring excellent member experience
• Prior hotel Convention Services management / Catering / F&B experience required
• Effectively explain program to external stakeholders including regulators, non-profit organizations and collaborative groups

Responsibilities For Event Services Manager Resume

• Understanding and experience of working with planning and progress monitoring
• Understanding and experience or working with Microsoft packages, especially Word and Excel
• Training and Experience Rating........Wt. 100%
• Understanding and experience of working with Microsoft packages
• Ensuring effective management of contractors and vendors
• Working experience with the state IT systems such as HR/CMS, CEO and TALEO

Responsibilities For Convention Services Manager Resume

• Experience with mentoring and advising a diverse population of college-level students and working with faculty
• Previous experience in all aspects of soft services, inc cleaning, portering and waste management
• Strong vendor management, including supplier selection and contract negotiating
• Ensure resource mix and skill sets are moving toward the goal state – develop longer term training strategy
• Ensure that day-to-day monitoring of end user support is being handled in an effective way and engage for second level escalations for incidents as necessary

Responsibilities For IT Services Manager Resume

• Extensive experience of building a Cloud capability with suppliers including deployment of Cloud tools, processes and policies
• Experience of delivering a transition and transformation to a new supplier base for hosting and network services
• Relevant experience working within a large, multifaceted organization, consisting of cross-functional teams
• Some background in Imaging Services administration; experience such as Supervisor or Assistant Director of an Imaging Services department
• Skillfully manages a team of Facilities Coordinators by providing guidance and expertise and ensuring expert and efficient execution of all Palo Alto services
• Goods in/loading bay and receiving areas
• Previous experience presenting to and collaborating with internal and external top executives
• Previous service delivery experience: working within a technical support, training, or professional services function
• Previous experience incenting and managing complex, global channel partner relationships

Responsibilities For Shared Services Manager Resume

• Experience in interpreting and analyzing data
• Skilled at identifying potential issues and raising them in a timely fashion
• Ensures compliance to organizational policies and standards through the regular reviews of evidence collection and data testing during scheduled procedures
• Nine or more years of experience in sales, marketing, data analysis or customer service relationship, marketing, market research or account management
• Thorough experience selling strategies and developing proposals, contracts, close plans, and SOWs for professional services
• Experience of supporting at Executive Director level
• Experience with configuration management, audit and artifact collection, and software test and commissioning
• To develop and implement an effective maintenance stores system including stock control
• Provide guidance and training to less experienced managers

Responsibilities For Student Services Manager Resume

• Determine skill gaps within the department and defines training to bridge the gaps
• Responsible for executive and ownership level computing and escalated service levels as a top priority
• At least one (1) year of experience in a catering/convention/group environment
• Experience overseeing an IT organization within the Insurance industry
• Experience transforming a legacy IT organization in to a DevOps organization
• As a senior IT professional, with experience managing global teams
• Direct work experience with software licensing and contract management, in but not limited to cloud environments
• Strong Knowledge working with Tier 1 Managed services providers for Datacenters and Unified Communications environments
• Working experience in the relevant field

Responsibilities For Workplace Services Manager Resume

• Experience managing a Citrix Xenapp infrastructure
• Experience managing executive level technical support
• Experience managing direct reports
• Proven ability to influence others to meet challenging goals and promote ideas upwards
• Relevant work experience managing IT projects in oil & gas
• Experience of working in a TA related function
• Several years of experience leading large scale, Enterprise or Service Provider accounts

Responsibilities For Senior Services Manager Resume

• Knowledge and experience with PC and Mac system imaging
• Experience and/or certification in Lean Six Sigma, 5S, Kaizen and value stream mapping
• Previous experience working in a compliance and regulatory standards based environment
• Demonstrated ability managing a team within a fast paced, dynamic organisation
• Proven track record of implementing policies and processes within a distributed service environment
• Develop an effective plan for managing communication to students
• Very good understanding of Local IT laws and cloud based services
• Verify and test all ShoeMobile systems are operating weekly prior to the ShoeMobile trip
• Solid understanding of the electrical concepts, principles, and practices related to the efficient, reliable, and sound operation of an electric power system

Responsibilities For Project Services Manager Resume

• Experience managing distributed IT infrastructure in a high pressure environment
• Ensures proper set up of events per the client’s request while maintaining an effective, efficient, and economical operation
• Experience in managing projects that require collaboration from multiple business units
• Experience working collaboratively with faculty and staff
• Hands-on experience with imaging, installation of enterprise software and patch management tools
• Develop effective working relationships with appropriate internal and external stakeholders
• Experience of managing work within a customer focused environment

Responsibilities For Quality Services Manager Resume

• Demonstrated ability to take initiative and provide leadership in a work environment with frequently changing work patterns
• Demonstrates leadership in communicating business goals, programs, processes for an area or business segment
• Experience in a Financial Services, Financial Operations or Accounting role
• Maintain strong customer focus to ensure all managed partners are delivering world-class customer services, in collaboration with Palo Alto Networks
• Maintain positive, effective working relationships with the Reliability Center Manager and staff
• Experience dealing with various stakeholders
• Experience in customer centric mindset and managing stakeholder satisfaction

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IT Service Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it service manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Member of Service Management continuous improvement project team, Service Management leadership team and Customer Service management team
• To own and manage the Change Management function; Major Incident Management function and the Problem Management function
• Assists the design of network infrastructure, plans, and designs. Performs capacity and resource analysis and planning
• Perform analysis and develops recommendations for continuous improvement opportunities
• Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead
• Provide input into the development and improvement of processes and procedures for preventing, detecting and responding to malware threats
• Guide/Perform benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
• Manage the staff of the service desk, including motivating them, hiring, training, termination, reviews and overall performance evaluations and training
• Responsible to develop, execute, manage and measure User Identity processes. Work with other IT areas such as Cybersecurity and IT Controls, to insure compliance
• HEAT IT Service Management – developer level
• Strive for continuous improvements of the incident management and service request processes as well as the integration of both with other IT operations management processes (problem, change, asset)
• Develop, manage, measure and report on key service-level metrics
• Responsible for managing IT Service Management processes, all associated tools and vendor relationships
• Direct, guide and support IT Operations Managers / Service Owners regarding all IT service portal related topics, uncertain situations or conflicts
• Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities
• Provide process and management support, advice, and direction to Service Desk team
• Industry related certificates such as HDI, Project Management, Knowledge Management, etc
• Provide leadership for communication, both, internally within Enterprise Services among all service stakeholders and externally to business
• Compile data through Incident entry that will be used for management information and reporting
• Establish and maintain relationships with internal technology teams and business users
• Maintain established service level agreements to meet customer expectations and quality standards
• Highly experienced and knowledgeable of the business processes used by the business unit(s) he/she supports
• Ability to create an environment that encourages professional development
• Strong ability to prioritize work load, consistently meet deadlines, and take the appropriate level of independent action when necessary
• Good knowledge and experience in Warehouse Management Systems and Warehouse Control Systems, including interfaces, Manhattan experience is an advantage
• Basic product knowledge of key SITA Communication Products (scope depending on services to be supported by customer contract assignments)
• Ability to build strong working relationships, with IT and business managers
• Proven stakeholder management skills and able to build and maintain strong relationships with your internal customers and external stakeholders on all levels
• Highly innovative, strong problem solver and will not settle for the first solution
• Strong technology troubleshooting skills and proven ability to resolve infrastructure issues, incompatibilities, etc
• Strong team player, good analytical and problem-solving skills

15 IT Service Manager resume templates

Read our complete resume writing guides

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• Accountable for the production and reporting of all Global Infrastructure Services (GIS) operational metrics and reports
• Understands business and operational strategies and identifies critical metrics required to support those strategies
• Ensures consistent and effective reports are provided in timely manner to key stakeholders
• Minimize redundant reporting and development of single source of truth where possible
• Provide increased focus on analytics and emphasize development of subject matter expertise within analyst teams
• Ensures team members are regularly providing meaningful summaries for stakeholders
• Identifies areas of opportunity and improvement within processes and tools based on reporting results and tool environment
• Works across functional lines to strive for and ensure consistent data quality
• Lead creation of real-time monitoring and analysis of KPIs, developing standard reporting models with visualizations to aid decision making and overall strategy
• Conduct ad-hoc analyses and reporting when requested
• Oversees the compilation and analysis of operational and transactional data and creates high level reports of operational results, including trend analysis
• Provides reporting and analysis to IT leadership and prepares executive summaries
• Presents results, analysis and potential solutions to senior leadership at production review meetings
• Excellent track record of establishing, maintaining and improving technology infrastructures through the use of Metrics and Key Performance Indicators
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in managing diverse and geographically dispersed teams
• Proven experience working in an Operational environment
• Staff management, counseling and coaching skills
• Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
• Broad range of work, sometimes complex and non routine, in variety of environments
• Performs proactive checks and balances to identify compliance anomalies
• Maintain and complete compliance reports and post in appropriate repositories
• Support process improvement projects and process deployments
• 7 years experience in an Operational / Service Management role
• 5 years of proven experience and success in managing and deploying metrics across
• Coordinate with multiple stakeholders in delivering projects and support activities on time and within budget
• Responsible to cover China IT support related work including production support, incident management, problem resolving, business requests and local regulatory support to compliance team
• Understand requirements from local business and internal compliance. Provide governance on ensuring the staff and IT solutions adhere to company policies, security risk standards, and compliant to local regulations
• Perform vendor management, budget planning and monitoring

IT Service Manager, Nbc Universal Singapore Resume Examples & Samples

• Strong technical experience with a good understanding of desktop and infrastructure technologies
• Proven experience with Information Technology Infrastructure Library (ITIL) and working in a service management group
• Vendor management and business engagement working closely with both to deliver service
• Working in a multinational corporation, preferably media
• Qualifications in IT also preferred but not essential
• Project Management exposure to regional and cross regional project
• Demonstrated exceptional stakeholder engagement and management skills with the ability to build relationships across a broad spectrum of users and management
• Demonstrated customer & consumer focus approach to delivery
• Proven ability to make process improvements to IT practices so to enhance our customer offering
• Build a cohesive and skilled team with clearly defined roles and responsibilities
• Manage skill-up/re-skill needs based on individual development plans
• Partner with other GIT teams, including Market IT group, to ensure smooth day to day operation across systems
• Partner with business units to ensure priorities are addressed and to provide operational excellence
• Ensure all department employees are properly trained to perform their jobs safely and efficiently
• Provide guidance and direction for the local IT Level 1 Infrastructure team in tandem with the Senior Infrastructure Manager
• Document and review with the Director IT Distribution and the onsite HR Managerany employee performance problems for possible disciplinary action
• Other duties as required and directed by the Director IT Distribution
• Leadership, Coaching & mentoring skills with his/her direct reports
• Advanced presentation and communication (verbal and written) skills across different levels within a global organization
• Analytical mind-set
• Working knowledge in complex Distribution Center processes
• Ability to mediate and build consensus between cross-functional stakeholders with different objectives
• Ability to work independently towards and achieve targets and deadlines
• College/University degree from an accredited institution in a related field
• Knowledge in related functional area, preferably in the sports and/or fashion business
• At least 3 years of progressive work experience in a support role or a functional position
• Experience in managing external partners/vendors
• Practical experience and mastery of MS-Excel, MS-Word, MS-Powerpoint, and MS Project
• Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable the business to have visibility of impacting activities
• Work with business leadership and teams to understand business requirements for IT demand
• Ensure that the Workplace Technology Support service provided is in accordance with SLA’s, with regular reporting on service quality and user experience, as well service improvement recommendations
• Act as single point of contact (SPOC) for IT in the region – for escalations and future business plans or activities only. Incident and Service Requests are to remain channeled through the IT Service Desk
• Participate in third party vendor service reviews covering performance, SLA, VOC and Service Improvement initiatives
• Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites. Working closely with Outsourced WTS Desktop Support provider(s)
• Ensure IT services and systems are in line with global NBCU IT standards and policies
• Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo’s) and sites
• Responsible for the project management of regional IT projects and initiatives, ensuring business initiatives are delivered on time and to budget and in line with business demands and drive alignment to standard support models
• Advise on annual IT spend for the region, in line with Global and International IT and Business requirements
• Service Catalog Management
• Knowledge Management
• IT Service Level Management and Metric Reporting

Global IT Service Manager Resume Examples & Samples

• Identify & evaluate new demand of IT Operations Managers and Service Owners regarding the implementation of Request Fulfilment processes (mainly consisting of web formulas, approval and fulfilment workflows) within the Global IT Service Portal
• Manage the implementation of new demand & changes to Request Fulfilment processes within the Global IT Service Portal, in close alignment with IT Operations Managers, Service Owners, and the IT Technical Service Managers of the underlying, impacted & dependent solutions
• Drive the ongoing implementation and ensure governance of the Global IT Service Portal User Interface related standards and guidelines (UX approach) in close alignment with the GIT UX Team
• Drive the ongoing implementation and ensure governance of the Global IT Service Portal structure & content related standards and guidelines, including all portal-based service offerings (e.g. requesting help, requesting services, requesting knowledge & information), in close alignment with the IT Technical Service Manager of the underlying solution
• Drive the ongoing implementation and ensure governance of the Global IT Service Portal Mobile Strategy in close alignment with the GIT End User Computing Team
• In alignment with all involved parties, ensure that there is an integrated and continuously improved approach to the design and implementation of Request Fulfilment processes (and other), based on the Global IT Service Portal
• Build and maintain a positive relationship with the adidas user community to continuously identify and implement user’s requirements with regard to the accessibility and usability of the Global IT Service Portal
• Consult IT Operations Managers and Service Owners regarding the efficient and effective utilization of the Global IT Service Portal for their respective service-related requirements
• Ensure that all IT Service Portal based processes support the smooth running of services
• Identify the need for, provide training material and coordinate & perform trainings to all parties utilizing the Global IT Service Portal
• Act as the functional responsible for the Global IT Service Portal as part of the Global Service Management solution
• Support the implementation of IT Service Management (ITSM) Projects, as part of the ITSM roadmap
• Develop and nurture interpersonal relationships
• Solid experience working effectively in an international team, fostering collaboration, teamwork and providing the required level of advocacy to appropriate stakeholders
• Demonstrated analytical and problem solving skills with an innovative mindset
• Ability to work independently, dynamically and as a self-starter
• Experienced in using self-learning methods to acquire new service management methodologies and skills
• IT Knowledge Areas: Service Now, ITIL, Request Fulfillment,Self-Service, Process Automation, Workflow Design, End User Experience, Service Management Tools, Project Management, Business Analysis
• Educated in Business Computing, Information Technology or Engineering related subject
• ITIL v3 Foundation certification
• Knowledge of adidas Group Organizational Process Landscapes at a Global & Market level
• General comprehension of complex IT environments and interdependencies
• A minimum of five years IT Services experience across multiple geographic locations
• Knowledge of methods and techniques applied in IT delivery environment
• Project management experience or participation in IT projects
• Supports intake requests for internal and external cloud services
• Gathers and analyzes requirements on proposed and current product functionality
• Serves as a product representative to business partners
• Tests and validates product functionality supports stated business requirements and needs
• Works with operational managers on implementation of cloud services into production environment
• Strong client service orientation and communication (written & verbal) skills
• Ability to work independently, with strong organizational and flexibility skills in a team-oriented environment
• Lead cross-functional business process re-engineering activities and continuous improvement efforts
• Lead organizational change management activities associated with delivering and implementing new cloud services
• Develops, maintains and executes test scripts/conditions to validate functional specifications and requirements
• Demonstrated analytical and problem solving skills when working with ambiguous information. Evidence of staying in alignment with stakeholders and management and create/suggest solutions that drive work forward
• Ability to manage multiple concurrent and competing priorities
• Ability to look at issues from a broad perspective to identify alternatives to difficult situations or problems
• Detailed understanding of requirements, interdependencies and impact on the business
• Strong ability to document requirements and process flows
• Ability to capture and create functional requirements in use cases. Coordinates walkthrough and sign-offs, verifying with stakeholders that use cases and process documentation accurately portray specific business needs
• Basic understanding of cloud and virtualization technologies and concepts
• QA and functional testing of business requirements
• Organizational change management
• 7-10 years of experience in a business analysts or quality assurance role within IT
• Approximately 7-10 years of experience in the Implementation of Virtual Infrastructure Technologies
• Working knowledge of project management practices and methodologies
• Experience working in software development environments
• Payments to primary care contractors management
• Management of medical records and related courier and storage arrangements
• Probity, assurance and counter fraud activities in respect of the above
• Management of lists confirming the eligibility of primary care contractors to provide services
• Support services for screening activities
• Experience in IT Operational and Service Delivery Experience in a large multi-vendor environment
• Management of CRM and other Enterprise level applications
• Solid technical experience in infrastructure management
• Knowledge of Vendor Management, and establishing Support Framework agreements
• Experience of working in a challenging environment where tact, diplomacy, excellent relationship management and communication skills are critical to positively influencing relationships with a wide range of stakeholders
• Understanding of ITIL processes
• Previous experience of liaising with, and mediating between, numerous senior stakeholders
• Good project management skills. Ability to plan, organise, and direct teams in line with changing priorities
• Ability to raise risks and issues in a timely manner to the right people at the right time
• Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
• Ability to influence key stakeholders as well as wider teams and peers
• Build an application support team for two new web portals (initially), including staffing requirements, hiring, and onboarding of staff
• Coordinate, supervise, and be accountable for production support activities of a distributed team of employees and contractors located onshore and offshore. Support activities include, and are not limited to, incident management, problem management, change verification, service requests, and operational support
• Be responsible for Operations and Maintenance (OM) budget for the applications in scope; ensure that the budget targets are met
• Effectively communicate with IT and business stakeholders, including senior management and executive levels
• Direct and manage special projects, such as product lifecycle management (PLM) upgrades, as needed
• Identify process improvement opportunities to ensure the team’s performance, as measured by key performance indicators, meets or exceeds organizational goals
• Develop and coach direct reports and others as identified
• Identify, develop, and promote proactive approaches to prevent issues from occurring and recurring
• Participate in high - priority incident calls and emergency activities outside of standard office hours as needed
• Effectively manage unknowns and successfully navigate a complex organizational landscape
• Effectively manage multiple priorities at a time
• 5+ years of application development or application support experience in a large enterprise environment
• 2+ years of experience leading teams and / or managing workloads for team members
• Prior experience leading distributed teams
• Prior experience with web portals technology
• Ability and willingness to hold on - call responsibilities to respond to system issues outside of standard office hours as needed
• Prior experience leading development and / or support for large, critical applications (preferably on multiple platforms)
• Bachelor's degree in Information Technology or a related field
• Experience with ITIL processes
• Previous experience with Level 1 or 2 IT production support
• Experience with responsibility for budget
• Experience with offshore resources
• DevOps experience
• Java experience
• AEM / CQ5 experience

Emeia IT Service Manager Resume Examples & Samples

• Point of escalation for high priority service issues
• Own regional Supplier Management – 3rd party IT service contracts, reviews, SLAs and continuous improvement
• Lead and manage a team of Country IT Service Managers and Technical Specialists
• Resolve IT service escalation issues in a timely manner by engaging appropriate IT teams
• Implement and manage processes and procedures to manage the escalation queue
• Provide support for stores and offices, through a team of local resources, in key flagship markets (London, Paris, Milan, Rome and Dubai)
• Manage a team of 4 x Country Service Managers and 4 x Technical Specialists
• Manage moves and changes to IT equipment and services that fall outside of Store deployment projects
• Work with business teams (Operations, Digital Advisors, Retail Management) as their advisor on and owner of IT and service issues
• Carry out regular reviews of service levels and IT issues across the Region and formulate resolution plans
• Analyse service data and provide regular (weekly) reporting on service levels to the business and IT management
• Small-Project Management/Delivery
• Support the successful transition of all Store Deployment Project/Programme completed across the region, into the BAU (Business-as-Usual) support structure
• Major Incident Management – Participate in regional escalation coverage rota, covering weekends and peak trade periods throughout the year
• Perform any other appropriate duties as delegated by line and functional management and IT Leadership Team

Senior IT Service Manager Resume Examples & Samples

• Drive results - Oversee all aspects of a service, or family of services, to create and deliver superior customer satisfaction while simultaneously creating value
• Coordinate SLA/OLA creation, reviews, and updates
• Ensure targets are not breached and provide monthly performance reports at the business level
• BA/BS preferred in Computer Science or a related technical field
• Subject matter expertise in a particular technology
• Familiarity with business Demand Management and Release Management
• Ability to quickly learn
• Accountable for managing end-to-end service lifecycle of one or more IT Services
• Accountable for Incident Management, Major Incidents, Problem Management and Change Management for Application Services
• Responsible for an effective relationship with business stakeholders
• Establishment of Monthly Service Review Meetings
• Accountable for managing problem solving, especially with respect to second level support where the Service Desk is unable to resolve the end user(s) problems,
• Ensuring Suppliers are meeting SLA’s and escalating issues regarding Performance of Suppliers to Service Owner
• Working with business leaders and managers to prioritize maintenance, problem and enhancement requests, as well as planning & scheduling maintenance problem and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the business(es)
• Coordinating all cross-functional Technology requirements, activities and resources for system changes and upgrades in the absence of an assigned Release Manager
• Responsible for ensuring that the service entry in the Service Portfolio/Catalogue is accurate and is maintained
• Works closely with Technology management, Project Managers, Business Analysts, Developers, Solution Architects and Quality Assurance analysts, who are pursuing business initiatives and projects that will impact the application system(s) he/she is in charge of
• Advocate for the service and continual service improvements by assessing opportunities and presenting ideas to stakeholders and IT management
• Ability to understand and assess global IT implications of work undertaken
• Ability to think out of the box, solve problems, encourage innovation and manage change
• Ability to perform effective stakeholder management – adjusting communication delivery to suit audience, and adjusting behavior to suite political environment(s)
• Business knowledge to understand the relevant business objectives and issues
• Reporting on application status and service management
• Contributions to the business continuance planning and disaster recovery plans working with Service Owner
• Post Incident Reviews and action plans
• Reporting of Supplier issues and ongoing action plan
• To put the interests of clients and the integrity of the market at the heart of the way you do business
• Excellent and effective communication skills

IT Service Manager Tools Resume Examples & Samples

• Analysis & Design - Lead, analyze, design, configure, and tailor HP Service Manager environment to meet business requirements
• Systems Integration - Develop integration solutions between HP Service Manager, and other internal systems
• Perform daily operations and administration activities for IT Service Management platform applications such as HP Service Manager, Connect-IT
• Manage the overall ITSM platform health through active monitoring, performance tuning, capacity management and license management
• Perform installation, upgrade, and patch management of vendor products
• Generate management reports using vendor tools to provide platform metrics
• Manage vendor technical support engagement to resolve critical platform incident management needs
• Implement technology solutions that meet or exceed customer expectations
• Strong working knowledge of HP Service Manager, JAVA and Perl Script development
• Hands-on configuration and tailoring experience using HP Service Manager 9 and Connect-IT with an Oracle RDBMS
• Experience with Service Manager modules (incident, problem, change, request, configuration, knowledge management)
• Experience and knowledge in building integration scenarios using Connect-IT and Web services
• Knowledge or experience in ITIL best practices (preferred)
• Proven track record of delivering and supporting IT Service Management solutions, systems and applications
• Strong working administration and systems management knowledge of Service Manager and other vendor products
• Hands-on experience with installation, configuration, and administration of HP Service Manager 9.x
• SQL development (Oracle preferred)
• We are looking for a person with at least 1.5 - 3 years experience on managing HP Service Manager
• Provide hardware/software complex incident and problem analysis, diagnosis, and resolution. Act as a Level 2 escalation point for ISDs/OSS for complex requests related to workstation and software, email & messaging, voice support, mobile devices, other OA technology
• Assist the CCOA ESI Projects implementation team and the CCOA Workstation engineering teams in software releases and roll-outs
• Prioritization of work requests with sense of urgency to ensure SLA compliance
• Ensure appropriate identification and provision of escalation to the SCOA Manager, CCOA teams or other IPC teams
• Continual Service Improvement
• Team Leadership of SCOA - OSS Team
• Review the monthly CSM revenue and ensure that all CSM related services are correctly billed
• Contribute to the growth of both SM and OOB revenue of additional services
• To develop a close working relationship with SITA's account director[s]/manager[s] and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
• To contribute for profitably managing organic revenue growth of the contracted services with our customers
• To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs
• 3 years or more management experience in a customer facing environment, ideally working independently
• Experience in Airline/Air Transport industry would be an advantage
• Experience of working in a matrix management environment is desirable, ideally multi-cultural
• Experience of continuous service improvement methods is desirable
• Service Management process knowledge (ITIL Service Support and Service Delivery)
• Ability to build relationships with peer and management levels both with clients and the company management
• Ability to work under pressure (e.g. during crisis) and multi-task
• Provide governance and oversight over the Anti-Malware service, including operating models, technology and people
• Develop, track and communicate metrics and KPIs to measure the performance of the service
• Participate in thought leadership, act as an ambassador for the service, attend industry events, forums and be active in the community
• Define service roadmaps and strategies and drive continuous improvement and projects
• Maintain an awareness of attack patterns and detection trends and use this knowledge to bring solutions to enhance the service and capability, including security operations detection and response
• Perform security research and excellence activities
• Maintain relationships with industry peers and vendors to understand current trends, ideas and input into future requirements and strategy roadmaps
• BA or BS required; MA or MS or other advanced degree in a field related to business or information technology management highly desirable
• ITIL v3 Foundations certification required; ITIL intermediate (or higher) certifications strongly preferred
• 4+ years’ experience managing people, process, or projects, including at least two years of service management experience
• Proficiency in JavaScript, as well as familiarity with reporting software, ITSM tools, and diagramming and project management software is strongly preferred
• Demonstrated focus on customer service, user experience, and delivery of organizational priorities
• Experience implementing one or more Service Management processes (e.g., Knowledge Management, Request Management) in an IT service organization
• Leadership skills, including specifically the ability to
• Manages technical staff in developmental or operational activities, normally within a single function
• Functions with a high degree of independence with minimal direction
• Has considerable latitude in determining objectives and approaches to assignments
• Applies extensive technical expertise; leads the development of new techniques and standards, and of technical solutions that require creativity and ingenuity
• Guides completion of major programs; may function in a project leadership role
• Represents organization as prime technical contact on projects; interacts with senior external personnel on significant technical matters
• Manages Service Delivery personnel, including hiring, training, and evaluation
• Develops technical staff, service levels, and metrics to monitor and maintain corporate and local standards
• Evaluates, selects, and manages the implementation of computer equipment and software for areas of responsibility
• Develops implements, evaluates, and adjusts IT strategic plan for areas of responsibility
• 10 years of professional services industry experience required
• 4 years of experience as an IT Manager with fiscal responsibility required
• BA/BS or equivalent combination of education and specialized experience required
• Experience managing technical staff in developmental or operational activities, within multiple functions required
• Experience leading staff in the development of technical solutions to problems of unusual complexity scope that require a high degree of innovation and ingenuity, and in the application of advanced extensive technical principles, theories, and concepts required
• Experience working under general direction toward long-range goals and objectives required
• At Jacobs, we help prepare people for new opportunities and challenges. With positions at every level, openings in multiple disciplines, expertise in a range of markets and offices around the globe, we create an environment where you can learn, grow, and thrive. From our competitive benefits program to our Health and Safety initiative of Beyond Zero workplace injuries, we believe that you'll find a flourishing career here at Jacobs
• Build on the support of an existing enterprise clinical application
• The role would be accountable for supporting two primary areas within the support matrix: Integration of Services and audit / gatekeeper of service deployments
• Coordinate, supervise, and be accountable for knowledge of all interfacing applications, services, HW, utilities and activities that support the Enterprise Clinical Application in scope
• Direct and manage special projects as needed
• Identify process improvement opportunities to ensure system availability as measured by key performance indicators and availability metrics and SLA
• Develop and coach others as needed
• Prior experience leading support and identifying control gaps for large, critical applications (preferably on multiple platforms)
• Ability to respond to system issues outside of standard office hours as needed
• 5+ years of application development (or support) experience in a large enterprise environment
• Prior experiences leading distributed teams
• Ability and willingness to hold on - call responsibilities to respond to system issues 24x7x365
• Application development experience
• Define, analyse, plan, manage, measure, improve and provide ownership across your assigned portfolio of services through-out their entire lifecycle
• Negotiate Service Level Agreements, ensuring all processes and underpinning contracts with external suppliers are appropriate, measurable and regularly reviewed
• The identification and application of techniques for monitoring and continuously improving the quality of functions or processes related to operational services
• Ensure technology services and infrastructure plans are in place to deliver the agreed capacity and performance targets in a cost effective and timely manner
• Management of the lifecycle of all service-affecting problems with the aim of preventing incidents from happening or minimizing their impact
• Identify, assess and manage risks that could seriously impact technology services; this includes ensuring the provision of services to minimum agreed service levels in cases of disaster, planning for their recovery and testing those plans and related processes on a regular basis
• The jobholder must have full service lifecycle and significant experience in a services management role
• Experience of management accountability without having line management authority (that is, delivering success within a matrix structure using influencing and negotiating techniques) is essential

IT Service Manager, Salesforce Resume Examples & Samples

• Proven people management experience,
• Salesforce.com experience,
• Deep knowledge about engineering and business,
• Demonstrated experience of successfully managing within the offshore environment and working with offshore vendors,
• Demonstrated success in Managing IT services and projects,
• Excellent influencing, communication and stakeholder management skills
• Knowledge about sales processes,
• Industry certification in Salesforce.com or ITIL,
• Line management of Service team up to 10 direct reports,
• Maintain relationship with Markets to manage escalations and drive adoption/utilisation though customer boards,
• Serve as point of contact for service operations with IT Groups, Programmes, Projects and Business teams,
• Pro-actively manage and communicate Major Incidents,
• Define, document, agree, monitor, measure, report and review the level of IT services provided,
• Work with the Service Design & Transition manager to define service requirements and transition new applications or major changes into service operation,
• Ensure compliance to all ITMS, PMO & Validation processes across all the Sales Excellence organisation and other Business Unit IT engagements,
• Accountable for Production environment stability
• BS degree in Technology field or equivalent work experience
• 5-7 years of progressive management experience in IT
• Demonstrated ability to successfully implement ITIL Service Support and Service Delivery
• Demonstrated ability to identify, scope and implement technology best practices
• Vendor Management experience; preferably including mobile and SaaS service management
• Experience introducing processes were none existed
• Excellent customer service and communication (oral, listening and writing) skills
• Excellent problem solving, time management and organizational skills
• Ability to interact with all levels of management
• Able to analyze data and trends, prepare and present recommendations and the ability to obtain, review, analyze and compile information from multiple data sources
• Proven experience in supporting applications
• Strong verbal & written English communication skills
• Ability to learn new concepts and software independently and quickly
• Technology and data understanding
• Experience in managing small to medium team
• Knowledge of CRM systems
• Knowledge of Salesforce.com (SFDC) or Veeva
• Experience in databases and data management
• Experience in XML/HTML, .Net, C#
• Experience in Informatica PowerCenter or other ETL tools
• Managing team that
• Ensures availability, reliability and quality of GSK interfaces working with Veeva CRM system
• Monitors and manage data quality
• Provides operational monitoring of the system and its interfaces
• Develops, deploys and maintain tools improving or automating service tasks
• Will provide root cause analysis and bug resolution for complicated issues
• If your application meets our requirements HR team will present your CV to the hiring managers
• Within next 2 weeks we will invite you for the interview with manager
• Just give us few days and we will come back to you with the feedback
• Proven experience in service management for international customers
• Process and data understanding
• Knowledge of Salesforce.com (SFDC) or Veeva CRM
• Manage service for internal CRM customers
• Monitors and manage service levels (SLA), agreed KPIs
• Ensure proper level of knowledge and service adoption in regions
• Establish and maintain good working relationship with your customers
• Receive and handle service escalations
• Support customers in navigating related IT and business processes
• Detailed knowledge of Service Management Frameworks including ITIL
• Detailed knowledge of Incident, Problem and Change Management practices
• Ability to identify and deliver process improvement opportunities
• Understanding of how to leverage outsourced suppliers and internal competency center’s to deliver services
• Experience of working with Service Transformation projects
• Knowledge of mainframe, midrange and cloud computing environments
• Readily embraces change and makes change happen
• Structured and methodical approach to problem solving
• Self motivated with focus on results and deadlines
• Good judgment and decision maker
• Broad understanding of technology and infrastructure components and services
• Service Management Leader
• Process Leadership and Continual Improvement
• Internal and external supplier Management
• Lead business and customer service reviews where appropriate
• Measure customer satisfaction and lead customer satisfaction improvement initiatives
• Deputies for Head of IT Operations when required
• Define the process, controls and measures to effect the delivery of IT services to ensure high availability and support capability
• Provide escalation management for internal and external customers where appropriate
• Monitoring and control of 3rd party costs where appropriate
• Provision of business volume and software/patching roadmap information
• Continuous focus on reducing the costs and resource requirements of the existing systems at the same time as increasing availability
• Other additional duties as can be reasonably required to fulfill the role
• Experience of working in an outsourced Service Management environment
• Experience in delivering to SLAs in a complex technology environment
• Experience of managing the delivery of IT services in an International, Matrix organization
• ITIL Foundation Qualification (v2 or v3)
• Direct exposure to customers in a service support role
• An understanding of all IT platforms including: network, software development life cycle, mainframe, midrange and PC/LAN architectures
• Knowledge of Software Development Life Cycle
• 3 years of IT Services experience
• Intermediate/Advanced English level (required)
• Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability
• Own specific IT Services and ensure their effective delivery, management and improvement to meet the business needs
• Build and maintain relationships with all IT teams to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
• Advance the use of a knowledge repository to share information among all levels of IT service and support
• Prepare cost analyses, budget plans and participate in purchasing decisions as needed
• Perform end-user satisfaction surveys and develop action plans to address areas needing improvement
• Be the voice of the end-user to the larger IT organization
• Responsible for asset management associated with end-user computing. Current that would include laptops, desktops, monitors, tokens, mobile phones
• Subject matter expertise in both the business and technology
• BS Degree in Computer Science, Business or related field preferred
• Progressive leadership experience over 5+ years in an IT environment with significant business exposure
• Pharmacy and or pharmacy business experience preferred
• Able to anticipate customer needs and expectations
• Able to influence associates who are not in your direct reporting structure
• Demonstrated strategic agility
• Advanced interpersonal skills; able to establish and maintain relationships and navigate formal and informal networks to create results
• Clear understanding of project capital and expense budgeting and accounting skills and the related financial systems
• Advanced communication, negotiation, and conflict resolution capabilities at all levels of management
• Advanced ability to adapt to change, handle pressure, and adjust plans to meet changing needs, and solve problems creatively
• Advanced decision making skills
• Advanced analytical and problem solving skills to evaluate issues and apply knowledge to identify and implement appropriate solutions
• Able to travel a minimum of 25%
• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus
• 25% or more time is spent looking directly at a computer
• Ability to move and/or lift up to 15 lbs
• Ability to deal with stressful situations as they arise
• Oversees, facilitates and administers ITIL based service support
• Responsibilities include the management of service delivery processes which may include incident management, request management, change management, problem management, configuration management and service level management
• Ensures effective communication and coordination of problem-solving efforts between support teams, field service personnel and customers
• Presents operational and service level reports and explains service level support
• Presents problem analysis and recommended solutions in a creative and logical manner
• Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels
• Works with minimal direction
• Provides process and policy advice
• Leads continuous improvement activities in support of customer or internal business processes
• 8-10 years of relevant experience or equivalent combination of education and work experience
• Solid ability to create, maintain and document processes
• Bring external perspective and ideas from relevant sources, keep current with technology, government/policy impacts and industry best practices
• Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
• Define the core work definitions/operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows
• Ensure compliance with Navy Federal Credit Union IT standards and best practices
• Evaluate performance and trends of Service(s) to internal customers (business units), ensuring alignment with defined KPIs, SLAs and OLAs
• Perform benchmarking and trend analysis to incorporate continuous improvement or defined enhancements into the Service(s) functions
• Bachelor's Degree in Information Technology, Computer Science or the equivalent combination of training, education, and experience
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Effective relationship building, negotiation and facilitation skills
• Effective research, analytical, and problem solving skills
• IT Infrastructure Library
• Planning skills, project management skills,
• Experience in change and release processes,
• Experience in compliance processes and procedures,
• Good understanding of Salesforce.com, Veeva ,
• ITIL experience,
• Ability to self-manage the schedule of work, adapting flexible to changing priorities and circumstances through a disciplined and logical work style
• Work closely with IT Field Support & Relationship Manager on IT Service & Support initiatives and any other tasks as required
• Deliver IT Service Desk function, policies, and procedures
• Develop and administer Service Desk staffing resource allocation and scheduling
• Perform necessary and appropriate Service Desk Management HR and administration functions, including but not limited to interviews, on-boarding, performance evaluation, career development, and disciplinary actions
• Collaborate to ensure that Service Desk Activity metrics and supporting metrics are produced and delivered
• Maintain overall ownership, monitor, track, and ensure quality assurance for all incidents and service requests
• Act as point of contact for IT customer and end user management communication and escalation of issues
• Ensure delivery of Service Desk staff skill assessment and training plans
• Provide communication to end users concerning the status of Incidents, Service Requests, and changes
• Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems

IT Service Manager, Documentum Resume Examples & Samples

• Knowledge of ITIL,
• Professional experience in service management – at least 1 year,
• People management experience within a medium size team,
• Client management skills, the ability to drive outcomes & manage client expectations,
• Good understanding of business area strategic goals, processes and workflow, and of the IT tools deployed in support,
• Experience in managing outsourced suppliers
• ITIL certificate,
• Experience as a service specialist,
• Hands – on experience in managing the application
• Cope with Documentum – application used for management of documents content, globally used across GSK,
• Serve as point of contact for service operations performance with the IT Business Partner and IT Delivery teams,
• Support number of applications and providing continuous improvement,
• Implement overall service strategy and long - term vision,
• Monitor service performance against SLAs and produce service reports and escalate as required for business critical impact,
• Liaison with vendors to ensure support services is maintained
• Supports the design of IT technology within network, communication, and hardware systems
• Performs analysis and translation of business, information, and technical requirements to achieve IT solutions that meet business needs. Supports the design and development of IT systems
• Assists with the development of design specifications and deliverables that support system enhancement
• Collects and analyzes information regarding technology processes and systems
• Assists the planning, designing, and allocation requirements of the enterprises various telecommunications platforms
• Supports other technical IT functions including Data Security and Disaster Recovery
• Achieve SLAs on incidents and problems
• Manage and resolve incidents and problems
• Coordinate efforts between business partners
• Be the point of contact between business and technical team in regards to production environments
• Gather data and analyze incidents and problems to continuously improve processes
• Development, maintenance, and standardization of documentation of processes and environments
• Work with multiple teams and applications
• Help balance workloads between resolversand teams
• Work closely with the operation managers
• Assist in troubleshooting incidents and problems
• Manage and create change requests
• Previous service management experience
• Strong process analysis and critical thinking skills
• Technical understanding and background
• Data analysis and reporting skills
• Investigative skills with attention to detail and action-oriented problem solving
• Documentation skills – able to clearly summarize and document ideas, conversations, and processes
• Highly motivated and willing to take initiative
• Able to prioritize multiple tasks with or without supervision
• University degree in Computer Science or a related discipline plus generally five years ofdirectly related experience
• Working technical IT experience in area(s) of specialty

IT Service Manager Months Resume Examples & Samples

• Build strong partnership with the local business stakeholders and IT service providers (internal and external) that allow to prioritize and shape IT strategies and solutions that add value and enable the businesses to achieve their goals. Pro-actively identify and develop opportunities for IT to create additional value for the business
• Support the business functions in development of business cases for either changes/improvements to existing IT systems/processes or the introduction of new IT solutions. Involve proper IT and non IT stakeholders, specialists and business consultants necessary to deliver business case
• Lead the deployment of global IT projects, policies and processes across the business community
• Ensure IT projects are set up with the appropriate governance and actively lead/support the successful project start and delivery
• Regularly measure and analyze customer satisfaction and ensure necessary corrective/improvement actions are taken
• Lead/facilitate major end-user escalations and lead/coordinate the CH IT response to crisis situations, like unavailability of a critical system, data loss, FLU Pandemic, etc
• Ensure local IT services/systems are implemented and managed according to global GSK quality, risk and compliance standards. Provide guidance to business users on these standards. Where deviation of standards occur, own and drive resolution to mitigate risks, ensure business continuity and meet regulatory and legislation requirements
• Encourage business users to modify their processes and/or ways of working to derive the planned benefits from the new or changed IT system
• Where local applications are owned by the business, the role will support the business owner with the full IT lifecycle management and ensure adequate support models are in place
• Good knowledge of system design principles and methodologies including requirements management, change management, issue management and quality control
• Good knowledge of business processes and good understanding of how the business processes are supported by key IT systems (ERP, CRM, HR respectively)
• Demonstrate a customer focus behaviour and associated customer/account management skills
• Demonstrate influencing skills at all levels and cultures to manage business expectations
• Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services
• Ability to make appropriate technical decisions, initiating action to resolve operational issues
• Ability to manage complexity and derive simplicity from it whenever possible
• Strong matrix management skills, including networking and teamwork abilities
• Strong multi-tasking skills and prioritisation skills with a flexible attitude as priorities change
• Strong verbal and written skills (English and French)
• Service Management (On-call Incident Management)
• 4+ years of experience in Information Technology supporting a complex production environment integrated with multiple partners in the research, workaround and resolution of issues
• Solid experience in managing ITIL processes
• Flexibility with working hours as required for leading 24/7 on call support group
• Attention to detail, strong work ethic and results orientation
• Flexibility to support and manage multiple projects/deadlines simultaneously
• Ability to communicate complex issues clearly and concisely
• Proven experience leading technical teams
• Create, regulate, measure and analysis of IT KPI reports together with the appropriate management of results
• To attend customer meetings (on premise/conf calls)
• Build new customer and business relationships at an operational level
• Conducting formal and documented service reviews
• Improve and develop the business relationship with the IT function
• Improve and develop the customer - IT relationship through Service improvement initiatives
• Monitor and report KPI's, Targets and Service Levels - weekly and Monthly
• Improve service effectiveness and efficiency
• Key stakeholder in management and board meetings
• Keep customers informed through open, transparent and key communications
• Support contract renewal activity - internal and external
• The escalation point for operational and service management issues
• To be an ambassador and play a key role in IT operations
• Help to build, create and maintain the IT Service Catalogue
• Build and improve the Service delivery document
• Taking accountability for process management and improvement
• Create and maintain a log of SIPs and MIRs
• Feedback any suggested enhancements to management by way of SIPs and PIDs
• To investigate Service Desk and Operations Escalations and Complaints
• Managing customer satisfaction
• Liaising with intermediate support teams within the department and also 3rd party companies ensuring issues don't get disregarded
• Develop, implement, and manage operational standards and escalation procedures to ensure service levels are maintained at a consistent level
• Monitor the effectiveness and quality of IT activities
• Troubleshoot areas of poor performance in order to identify effective solutions to resolve issues
• Identify best practices in service through continuous improvement initiatives
• Understand when there is a need to escalate regarding customer issues to appropriate peers
• Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business
• Take all reasonable steps to ensure the part of the business for which you are accountable for demonstrably complies with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business. If shortcomings are identified take responsibility for remedial action planning, and action in conjunction with the relevant experts within the firm
• Comprehensive knowledge of IT systems; ideally a degree in Information Systems, Computer Science or equivalent
• Minimum 5 years’ experience within IT support
• KPI Management and reporting
• Ability to create a positive working relationships throughout the organisation
• Highly customer focused
• Excellent organisational and time management skills
• Proven experience in a customer facing IT service management role
• Experience of supporting large revenue generating services with a FTSE 100 or FTSE 250 organisation
• Experience of e-Commerce and telephony platforms
• Experience of managing large IT vendors with proven ability to negotiate commercial agreements
• Educated to degree level/professionally qualified in a relevant discipline or proven equivalent working experience
• Qualified to ITIL Foundation V3 at a minimum
• Proven track record of ensuring services are measured and improved
• Ability to translate technical reporting and discussion into customer outcomes and accurately identify areas of risk
• Ability to manage a significant work load, achieving tight deadlines whilst under pressure
• Ability to think creatively and independently whilst adhering to company policy and procedure
• Ensuring issue-free operation on the basis of service mgmt. according to ITIL by takeover accountability of all service components and service dependencies
• Full responsibility for service budget, scope and quality
• Plans and monitors the service budget and resources
• Escalates in case of deviations
• Act as a quality gate keeper to ensure operational readiness for changes/ new releases/ initial rollout in countries, e.g. as representative in Change Advisory Board
• Manage the service design and maintain the related service catalogue items (incl. service description)
• Implementation of the service improvement plan (SIP), capacity plans, availability plan, IT service continuity plans
• Implementation of IT Service Mgmt. processes for the responsible Services
• Assurance of IT-based service quality accord. to SLA/OLA
• Derive improvement measures and track their implementation development and provision of figures in terms of costs of the services and the degree of fulfillment of SLA
• Coordination of service processes in close cooperation with other IT process owners (incl. Incident, Change and Configuration Mgmt.)
• Responsible security management for the service components
• Proven experience of leading service team,
• Bachelors degree,
• Well developed leadership skills, as well as cooperation skills
• Experience with Veeva or Salesforce platform,
• ITIL experience
• Manage service reviews
• Manage customer demand, identify areas of focus
• Manage and report service quality / demand consumption
• Allocate partner resources
• Shape new demand / IT projects
• Supplier management
• Service Improvement
• IT service management
• Fluent verbal and written Italian and English
• Experienced working with / managing partner organisations and offshore
• Strong listening, verbal and inter-personal skills
• Generalist IT experience with a focus on Microsoft and SAP, must be able to coordinate and understand end-to-end IT service delivery
• Rolling stock and manufacturing experience desirable

Lead IT Service Manager / Problem Manager Resume Examples & Samples

• Ensure best practice and continual improvement in delivery of service to the business
• Establishe productive relationships and networks at Senior Management level to build and maintain customer relationships
• Proactively anticipate the customer’s needs, adjusting services accordingly through the contract change process Collect, analyse, collate and maintain service data from relevant (other) customer suppliers to provide consolidated management information
• Deliver a robust and effective problem management service across the ecosystem partners
• Responsible for all Ask IT service provision globally, occasionally requiring travel and extended / unsociable hours
• Co-owns global processes
• Responsible for Ask IT team recruitment, retention, performance measurement and continuous improvement plan
• Line management of the UK based Ask IT team
• Contributes to IT problem management process through problem identification, development of known error and workaround definitions, and verification of problem resolution
• Team operates agreed business / IT processes including joiners & leavers, major incident and hardware / software requests, ensuring audit and policy compliance at all times
• Leads and participates in ‘shift left’ projects to identify and implement projects which move service activity to Ask IT from other IT teams
• Produce daily reports for line manager and ad hoc anecdotal reporting for others
• Be available to work flexible shifts
• ITIL qualifications (desirable)
• Excellent verbal and written English language
• Running a multi-lingual 24x7x365 service desk
• Working with an international business, preferably a retailer
• Organised and able to multi task
• Strong problem solving experience
• Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations

IT Service Manager, GxP Resume Examples & Samples

• Ensuring an optimum delivery of IT services and driving the adoption and continuous improvement of service management practices to maximize operational efficiency
• Establishing relationships with the customers, suppliers & internal service partners to ensure alignment of operational plans on service delivery and to maximize the effectiveness of the IT services
• Acting as primary escalation point for business users and stakeholders for service issues, including special situations management
• Leading service management processes, tools and documentation alignment across IT services globally
• Leading the implementation of new services and/or extension of existing services and/or optimization of service management processes interacting with Business Engagement Managers, Solution Architects, Customers, and Suppliers & Internal Service Partners
• Monitoring and reporting on service quality and initiating improvement plans
• Supporting and executing the approved plan of securing PMI IT resources, including adherence to all PMI policies and guidelines on security and compliance by driving the assessment, planning and implementation of IT security requirements (policies, guidelines, SOX, GxP, etc) in order to minimize risks
• Ensuring IT expenditures, including capital expenditures are properly monitored, documented, budgeted and approved, in line with local and PMI requirements
• Planning and managing the delivery of consulting and other services by external and internal suppliers in order to ensure delivered service levels meet the business needs
• Assure all service assets (systems, applications, infrastructure, and tools) are current and operate within Service Level Agreements
• Work across infrastructure and application teams (ECC, BI, APO, EDI, CRM, HCM) to assure availability, performance, and capacity planning, execution, and operations of SAP applications
• Assure proactive, consistent performance monitoring and tuning of SAP and other core applications
• Anticipate and identify issues that can inhibit service performance. Develop and implement preventive and corrective actions
• Engage and manage relationship with SAP Basis Support Manager
• Ensure that the SAP disaster recovery plan is sufficient to perform a successful recovery, and that the plan aligns with the overall BCP strategy
• Provide leadership in resolving highly complex problems and ensure they are resolved in a timely manner. Lead and facilitate root cause analysis for problem management
• Performance and Tuning. Use system tools to resolve problems in performance and availability. This requires advanced knowledge of cross-platform technologies and the ability to come to good decisions quickly even when all facts are not known
• Engage and manage the vendor to assure IT services are delivered per the defined contractual scope effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks
• Lead prioritization, and communications for critical incidents and service requests which impact services
• Perform system health audits to validate system status
• Develop and maintain Landscape refresh calendar
• Develop and maintenance calendar
• 7-10 years experience within Service Management or Operations of diverse multivendor, multiplatform applications environment
• 5-7 years hands on experience or management of BASIS, PI, Middleware services within core SAP -- APO/BI/ERP/Solution Manager - enabled environment
• Well rounded technical background experience in Windows, Unix, Database, Networking, Storage, HA, DR
• Direct experience working in ITILv3 based service process
• Extensive experience working with outsourced partners
• Experience with SAP HANA is a plus
• Proven experience and ability to manage and deliver IT end to end service through a multi-vendor, multi-application, global outsourced environment in an SAP based environment
• Proven competence to deliver IT end to end services within the ITIL framework
• Ability to measure and communicate key performance metrics for IT services and analyze data to discover opportunities for service improvement and market growth
• Strong Influencing and relationship building within all levels of IT and Business Stakeholders
• Demonstrated IT financial management and planning skills. Ability to benchmark, evaluate and develop value proposition of IT end to end services
• Ability to oversee and influence technology architecture and operations to support service objectives
• Strong English oral and written communications
• Position requires 10+ years of IT and business industry work experience, with at least 5+ years working within an IT Service Management organization in a ITSM process leadership role
• Individual contributor with extensive experience in leading the design, adoption and governance of all IT Service Management processes like Incident Management, Knowledge Management, Asset Management, Configuration Management and Change Management
• Significant Experience with ITSM Service Catalog, Asset and “Config” Management fundamentals and tracking
• Demonstrated initiative to build relationships, learn new business processes and identify opportunities
• Implementation experience for processes across all ITSM modules is required
• Leads cross functional teams that contribute to the definition of the processes, standards, and methodologies, their adoption and governance
• Ensures adherence by all Lines of Business to the IT Service Management enterprise policies, standards, processes, procedures and guidelines for all ITIL processes
• Responsible for identification of integration points with other processes. Ensures all integrated processes are fully documented and understood
• Responsible for the identification of appropriate automation and process technology support
• Responsible for ensuring analyses of data, establishment of new governance metrics, KPIÆs, and additional reporting
• Partner with stakeholders to ensure ITIL processes are understood, adhered to, and improved
• Interpret metrics and participate in the development of appropriate actionable plans for the definition of a new and/or improvement of an existing ITIL process. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria
• Responsible for the operational management of ITIL processes including incident, change, problem, configuration, and asset management
• Provide strong ITIL guidance to ensure processes meet business objectives and are executed at the highest quality level
• Define Service Level Agreements between business units and IT
• Monitor high priority incidents to ensure root cause it identified to drive the reduction of incident recurrence
• Develop and maintain ITIL policies and process documents
• Define processes to maintain an up-to-date and accurate CMDB
• Provide configuration data to other non-ITIL operational entities
• Oversee the global end-point Asset Management process
• Define and execute service reporting
• Facilitate monthly Operational Review meetings with IT leadership to drive potential service and process improvements
• Manage a staff of four direct reports
• Manage small teams of external consultants and developers within the scope of IT projects
• 5+ years of experience with IT service management
• 10+ years IT management experience
• 2+ years of experience with ServiceNow ITIL modules
• ITIL Expert Certification
• Bachelor’s degree in Business Administration or related IT discipline
• Extensive experience working in a previous IT Service Management role is essential
• Industry best practice knowledge around negotiation and IT service implementation
• Broad experience of working within ITIL framework
• Good knowledge of IT infrastructure; including hardware, databases, operating systems and local area networks
• Experience of contractual discussions and negotiations
• Have a deep knowledge of a broad spectrum of networking technologies such as L2, L3, L4, load balancers, firewalls, SDN and virtual technology, including the ability to configure with or without a design in any combination of the above
• Maintaining a deep understanding of firm's technology solutions (both deployed and future) keeping up to date on industry trends
• Coordinate lab testing of hardware and software for both standard and nonstandard technology across multiple groups’ highly volatile technical environment
• Create instructional guidelines and principles for the lab environment as well as policies and processes for the projects’ use of the lab
• Generate regular status reports and identify potential problems before they impact project deadlines
• Work well in an ambiguous and changing environment
• At least 10 years of experience in relevant network technologies including experience leading complex initiatives
• Solid understanding of VMware vSphere and Microsoft HyperV
• Solid understanding of Cisco IOS and ASA security devices
• Solid understanding and troubleshooting skills of TCP/IP networks utilizing traces
• Experience designing and implementing lab set-ups with deep knowledge of hardware and platforms currently in use and to-be-used within the firm
• Ability to manage large virtual network environments
• Knowledge of SAN fabric and switches
• Working knowledge of Linux (RedHat, CentOS, SUSE and Ubuntu)
• Strong analytical and problem solving, influence-management, decision-making and relationship-building skills
• Strong verbal and written communication, coordination skills are required
• Excellent communication and documentation skills
• Strong analytical skills, organization and decision-making skills
• Executive presentation skills
• Team player & collaborative mind-set

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