IT Service Delivery Manager Skills, Experience, and Job Requirements

IT SERVICE DELIVERY MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Oct 22, 2025 - The Information Technology (IT) Service Delivery Manager leads enterprise IT and network service delivery, aligning operations with business goals through continuous improvement and strategic oversight. This role requires expertise in service delivery, network solutions, CI/CD, ITSM, and technologies like Oracle Cloud, ERP/EPM, SQL, PL/SQL, and Python, backed by ITIL, Oracle, and Cisco certifications. The manager also drives operational efficiency, compliance, and stakeholder engagement through strong leadership, communication, and resource management in hybrid environments.

Essential Hard and Soft Skills for a Standout IT Service Delivery Manager Resume

Contract Management
SLA Management
Incident Management
Risk Management
Project Delivery
Service Reporting
Process Improvement
ITIL Processes
Vendor Management
Information Security

Escalation Management
Stakeholder Management
Client Communication
Service Improvement
Change Management
Team Leadership
Issue Resolution
Strategic Guidance
Partner Relations
Customer Satisfaction

Summary of IT Service Delivery Manager Knowledge and Qualifications on Resume

1. BS in Computer Science with 6 years of Experience

Strong IT Service Delivery background.
Proven experience in dealing with third-party providers and partners.
Excellent customer-facing and stakeholder management skills.
Detailed knowledge of escalation procedures, incident management, problem management, and change management.
Strong working knowledge of ITIL, specifically ITILv3 and ITILv4.
Familiarity with service-level agreements (SLAs) and operational-level agreements (OLAs).
Understanding of cloud service delivery models (IaaS, PaaS, SaaS).
Awareness of regulatory and compliance standards (e.g., GDPR, ISO 20000).
Exceptional communication skills and enthusiasm for Service Delivery.
Proactivity, self-motivation, and attention to detail.
Solid analytical thinking skills for identifying trends and risks.
Conflict resolution in high-pressure service environments.

2. BS in Information Technology with 5 years of Experience

Project Management experience, managing technical projects..
Experience working with customer technical, business, operational, and financial staff.
Experience working with hardware, software, and communication vendors.
Experience in customer proposal generation.
Proven experience in managing a diverse group of personnel and functions.
Knowledgeable of the Company's business products, processes, and tools that range from sales, service delivery, billing, and support.
Strong ability to apply financial data to everyday decision-making.
Good leadership, communication, and analytical skills.
Customer-oriented and exceptional organizational and problem-solving skills.
Ability to identify areas of improvement and possible solutions.
Ability to establish customer-focused service delivery expectations.

3. BS in Management Information Systems with 10 years of Experience

Sound professional experience in the IT area of responsibility, as well as in technical and disciplinary management.
Practical experience in dealing with IT operating processes, MS operating systems, Active Directory, and MS Office.
Possess ITIL Foundation certification.
Knowledge of IT project portfolio management, as well as IT service management and IT client management.
Working knowledge of profit and loss responsibility.
Experience in managing offshore projects.
Familiarity with cybersecurity and risk management frameworks (e.g., NIST, ISO 27001).
Knowledge of enterprise architecture principles and their impact on service delivery.
Understanding of financial planning and budgeting in IT operations.
Strategic thinking with the ability to align IT services to long-term business goals.
Good influencing skills to gain buy-in from diverse stakeholders.
Ability to make decisions and assertiveness.
Fluent in written and spoken German and English.

4. BS in Software Engineering with 12 years of Experience

Proven track record in IT service delivery management with strong expertise in Oracle Database (11g-19c) across multiple platforms.
Experience leading large-scale, mission-critical environments, including zero-downtime upgrades, migrations, patching, and performance optimization.
Strong background in high availability/disaster recovery solutions (Data Guard, Active Data Guard, ASM, RAC) and Enterprise Manager (OEM 11g/12c/13c).
Hands-on leadership in data center/cloud migrations, including cross-platform and on-premises to AWS (EC2/RDS).
Knowledge of multitenant architecture (CDB/PDB), partitioning strategies, and database lifecycle operations (refreshes, reorganizations, redefinitions).
Familiarity with database security and compliance (TDE, Data Masking, Vault, Key Vault, AVDF, e-Wallet) and replication technologies (GoldenGate, AWS DMS).
Strong capacity planning, tuning, and performance analysis skills (AWR, ADDM, ASH reports).
Skilled in IT service management, escalation handling, project management, and customer support processes.
Excellent communication, documentation, and leadership abilities, with a customer-centric approach.
Proficiency in scripting/automation (Unix shell, Perl, Python).
Flexibility to work in shifts/on-call 24x7 to support global operations.
Professional certifications such as AWS, OCP, OCE, or OCI.

5. BS in Cybersecurity with 8 years of Experience

Experience in technology roles in an operational leadership capacity.
Strong understanding of ITIL practices and service management principles, holding ITIL v3 Certification.
Familiarity with cloud platforms (e.g., Azure, AWS, or Google Cloud).
Understanding of cybersecurity frameworks and compliance requirements (e.g., ISO 27001, NIST).
Knowledge of enterprise asset and configuration management tools.
Awareness of Agile and DevOps methodologies in IT operations.
Knowledge of change management frameworks (e.g., ADKAR, Kotter).
Strong skills using Microsoft Office Suite, with advanced proficiency in Excel.
Proven ability to perform data analysis and conduct detailed contract reviews.
Demonstrated ability to identify, analyze, and resolve complex technical and operational issues.
Excellent verbal and written communication skills, with the ability to collaborate effectively across teams and stakeholders.
Strong initiative and readiness to anticipate challenges, propose improvements, and drive results.

6. BS in Data Science with 11 years of Experience

Experience working in a customer-facing environment and managing external stakeholders.
Experience in establishing, developing, and leading a service delivery function to achieve agreed business outcomes, performance targets, and industry benchmarks.
Detailed knowledge of the methodologies, processes, and capabilities, delivering best-in-class technical and business services.
Supplier management skills and experience of working with outsourced IT delivery partners.
Experience in modern service management tool suites, including Service Desk CMDB, and Application Performance Monitoring tooling.
Service Now and Dynatrace experience.
Experience running services across a wide range of technical environments, including Mainframe, traditional virtualised infrastructure, and modern hybrid cloud.
Experience in implementing and developing automated operations, continuous delivery, and continuous improvement.
Knowledge of contract governance models for managing SLAs, KPIs, and penalties with service providers.
Good leadership skills to influence at all levels, including senior management and business and technology stakeholders.
Influencing abilities through data-driven insights (dashboards, KPIs, service analytics).
Decision-making abilities under ambiguity.
Emotional intelligence, managing self-awareness, and interpersonal dynamics to maintain high-performing teams.

7. BS in Network Engineering with 9 years of Experience

Proven ITIL experience with qualifications.
Experience working within an Agile/Scrum environment
Ability to champion governance, risk, and engagement processes and be responsible for others following the processes.
Experience in the change management processes related to scope change/creep.
Previous budget management experience.
Ability to work in a fast-paced environment, quickly handle changing priorities, and be capable of managing resources to achieve maximum results.
Confident in dealing with complexity and ambiguity and managing competing agendas/priorities.
Be proactive and a self-starter with solid problem-solving, decision-making, and analytical capabilities.
Experience in reporting to and demonstrating tact and diplomacy when managing key stakeholders, both client and internal, across all levels.
Adept at working closely with technical build and delivery teams.
Demonstrable ability to plan, foresee immediate considerations, and longer-term risks.
A high level of experience with technology toolsets such as ServiceNow, Azure DevOps, and Source.
Strong experience in the MS suite, specifically Excel for financial reporting.

8. BS in Information Systems with 14 years of Experience

Strong background in IT Infrastructure and Data Center Operations/Management, ensuring high availability and reliability.
Techno-commercial mindset with proven ability to balance cost, automation, people, and infrastructure needs.
Demonstrated leadership, team-building, and decision-making in complex IT environments.
Experience in building and managing service delivery organizations using Enterprise Network Systems Management Tools for Fortune 500 firms or leading IT service providers.
Skilled in process definition and implementation, with solid knowledge of ITIL best practices.
Exposure to data center migration and consolidation projects.
Strong understanding of cybersecurity principles for securing infrastructure and networks.
Proficiency in hybrid cloud and multi-cloud architectures.
Familiarity with scripting/automation languages (Python, PowerShell, Ansible, etc.).
Knowledge of monitoring and observability tools (Splunk, Prometheus, Grafana, etc.).
Understanding of financial management in IT (CapEx vs. OpEx, ROI analysis).
Ability to remain available 24x7 during emergencies and contactable outside office hours.
Willingness to travel extensively, both domestically and internationally.

9. BS in Cloud Computing with 7 years of Experience

Experience in IT service delivery or a transversal infrastructure function.
Solid understanding of servers, networks, middleware, databases, and cloud platforms (M365, AWS).
Familiar with COBIT, ITIL, and service delivery practices, holding ITIL certification.
Strong background in business and process analysis with an analytical mindset.
Experience managing vendor and third-party relationships, ensuring SLA compliance and service quality.
Experience in implementing monitoring and incident management tools to improve uptime and reduce resolution times.
Understanding of cybersecurity fundamentals (access management, vulnerability assessment, compliance).
Expertise in automation and scripting (e.g., PowerShell, Python, or Bash) for process efficiency.
Experience with DevOps principles and CI/CD pipelines for smoother software deployment and integration.
Working knowledge of IT governance and regulatory compliance (e.g., GDPR, ISO 27001).
Responsible, customer- and results-oriented, proactive, flexible, stress-resistant, diplomatic yet assertive.
Strategic thinking, conflict resolution, and good negotiation skills.

10. BS in Systems Engineering with 15 years of Experience

Experience in customer-facing operations/delivery management positions with a consulting background and proven experience in Cloud Ops and SRE Operations.
Experience managing cross-functional teams through IT transformation and modernization programs.
Prior successful experience of Cloud platforms (preferably Azure IaaS and PaaS), Containerization, and DevOps tools.
Demonstrated experience working in large, complex systems environments.
Must possess significant technology management experience.
Good knowledge and experience of multiple project delivery methodologies (ITIL, Scrum, LEAN, Waterfall).
Experience driving cost-optimization initiatives in large-scale cloud environments.
Understanding of enterprise architecture principles and frameworks (TOGAF, Zachman).
Experience with compliance and regulatory standards (GDPR, HIPAA, PCI DSS) in IT operations.
Working knowledge of automation frameworks and Infrastructure-as-Code (Terraform, Ansible, ARM templates).
Strong organizational skills with an ability to manage competing client demands.
Ability to interact and communicate with both technical and business leadership.
Excellent written and verbal communication, interpersonal, presentation, and analytical skills.

11. BS in Database Administration with 10 years of Experience

Relevant experience with substantial involvement in design-led innovation, business transformation, business strategy implementation, and technology development, and commercialization of emerging technology within enterprise environments or specific industry settings.
Demonstrated ability to understand and guide senior customer executives.
An entrepreneurial outlook that is highly responsive to clients' needs.
Innate capacity to transition from project to project without skipping a beat.
Strong interpersonal, verbal, listening, and writing skills for coordination across projects and teams.
Critical problem solver with an emphasis on creativity and innovation, with strong conflict resolution and negotiation skills.
Demonstrated drive to succeed paired with a continuous appetite to learn.
A trusted, empathetic, accountable mindset with the ability to empower others around.
Comfortable with ambiguous situations and/or conversations and understands how to provide clarity to clients and consultants.
Exemplify servant leadership characteristics.
An understanding of design thinking or human-centered design.

12. BS in Information Assurance with 11 years of Experience

Proven experience as a Service Delivery Manager (SDM) in IT environments.
Strong background with Microsoft Cloud technologies (Azure, O365, Power BI, SharePoint, Teams).
ITIL qualification with hands-on expertise in change and release management.
Demonstrated ability in vendor management, particularly with Managed Services providers.
Solid stakeholder management skills with a track record of building strong relationships.
Experience driving service delivery improvements using performance metrics and regular reviews.
Ability to lead ICT procurement activities and manage supplier performance.
Experience in disaster recovery and business continuity planning for high-availability services.
Working knowledge of cost optimization and financial management in IT service delivery.
Experience with DevOps and Agile methodologies for service and release cycles.
Strategic roadmap planning, risk management mindset.
Have a continuous improvement orientation, fostering a culture of feedback and innovation.

13. BS in Web Development with 13 years of Experience

Proven experience in demonstrating accountability and ownership across both RUN and BUILD engagements, including RUN operations (Level 1, Level 2, and Level 3 support) and BUILD initiatives.
Experience with leading end-to-end project delivery, contribution to solutioning, estimation, design review, and testing process.
Expertise in either of the following technology stacks: Microsoft BI stack, including SSAS (SQL Server Analysis Services) and Power BI for data modeling, analytics, and reporting, or Informatica.
Good knowledge of data warehousing technologies.
Experience driving cross-functional workshops to align technical solutions with business strategy.
Familiarity with cloud data platforms (Azure Synapse, Snowflake, or AWS Redshift).
Understanding of data governance frameworks (lineage, cataloging, and compliance).
Knowledge of DevOps practices in data (CI/CD for ETL, version control in BI).
Awareness of data security practices (masking, role-based access, GDPR/PII compliance).
Strong client connect, governance responsibilities (delivery management, stakeholder management, status reporting, risks assessment, and mitigation).
Good problem-solving mindset, proactiveness, process-driven, ability to translate customer ask into technical/operational requirements.
Strong business communication, working with proposals, and solutioning.
A strong ability to drive P&L.

14. BS in Computer Science with 8 years of Experience

Hands-on experience in an IT Support Services Organization.
ITSM experience working with Incident/Problem/Change/Event management teams.
Ability to handle multiple tasks concurrently.
Experience working in Service Desk Operations, Process, and Technologies.
Experience with networking and telecommunications concepts and tools.
Experience with enterprise monitoring tools.
Working knowledge of ground concepts, communication protocols, and data flows.
Strong understanding of routing, routing protocols, and Network security concepts.
Experience with Windows/Unix/Linux OS.
Experience with public cloud computing platforms, Azure/AWS, etc.
Experience with infrastructure storage and enterprise backup platforms
Experience in Desktop Technologies, including Windows, Office, Printing, and overall Device Management.
Experience with M365/Collaboration Platforms/Cloud Security.
Strong verbal and written communication skills, and the ability to effectively communicate with all levels of personnel.

15. BS in Information Technology with 12 years of Experience

Proven experience in leading and managing technical teams to deliver high-quality IT services and solutions.
Strong technical background with the ability to earn the respect of technical teams, enabling effective communication, collaboration, and problem-solving with both staff and clients.
Understanding of ITIL frameworks and service management best practices.
Experience working with cybersecurity standards (e.g., ISO 27001, NIST, SOC 2) and risk management.
Experience with cloud platforms (AWS, Azure, GCP) and hybrid infrastructure models.
Working knowledge of budgeting and financial management in IT operations.
Experience in Agile, Scrum, and DevOps methodologies for IT project delivery.
Proven ability to establish and maintain strong relationships.
Understanding of a consultative approach to support client needs.
Passion to achieve excellence and process improvement, and a strong commitment and follow-through to drive results.
Exceptional communication skills to connect and work effectively with the diverse needs of staff, colleagues, and management team members.
Solid analytical skills for carefully evaluating information and solving complex problems.
Good organization and time management skills for tracking numerous and diverse client goals, projects, budgets, employees, capacity, and schedules simultaneously.

16. BS in Management Information Systems with 6 years of Experience

ITIL certification at a minimum foundation level.
Solid experience and application of ITIL Service Management processes, with proven background related to Incident, Change, and Release management.
Experience in managing international IT applications and infrastructure support.
Business focus and experience from a similar role in a global company.
Knowledge of Airline and or Retail.
Knowledge of offline POS solutions.
Solid knowledge of Microsoft Office applications.
Understanding and experience with the Software Development Life Cycle.
Excellent written communication and ability to translate IT speak into business terms around impacts and progress.
Ability to influence business users without direct authority.
Demonstrated ability to meet tight deadlines in a fast-paced environment and with multiple priorities.

17. BS in Software Engineering with 9 years of Experience

Experience in IT project delivery, service, or program management, successfully leading complex IT projects and programs, including resource allocation and budgeting, preferably in the financial services industry.
Experience communicating with all levels within an organization, including senior leadership.
Exceptional management skills with demonstrated proficiency in the project management life cycle and tools.
Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines.
Ability to balance the "big picture" with managing day-to-day details.
Excellent problem-solving, critical thinking, and analytical skills.
Strong business communication skills, able to write/speak clearly and professionally, and to effectively communicate technical information to both technical and non-technical teams.
Strong interpersonal and consensus-building skills with the ability to build trust and foster a collaborative spirit.
Familiarity with Workfront and Tableau.
Familiarity with Six Sigma/DMAIC methodologies.
Working knowledge of Microsoft Office Suite.
Certifications such as Sigma levels or ITIL.

18. BS in Cybersecurity with 7 years of Experience

Proven management/leadership experience supervising IT admin personnel.
Proven knowledge and/or experience in development, project management, requirements management, or related experience.
Ability to manage multiple priorities and perform strategic decision-making.
Strong attention to detail and accuracy.
Effective written and verbal communication with all levels of internal teams.
Proven leadership ability.
Familiarity with Agile Methodology.
Experience supporting Atlassian Suite, Serena, Plainview, SharePoint, and/or Business Objects.
Knowledge of Windows OS, Linux, Oracle, SQL, MS Office, Visio, SharePoint, JIRA, and Confluence.
Knowledge and/or experience with financial operations.
Track record of nurturing junior staff and helping them advance their technical and leadership skills.
Openness to learning new frameworks, technologies, and business practices in fast-changing environments.

19. BS in Data Science with 10 years of Experience

ICT industry, including experience in a technical and/or project leadership role.
Experience in Regional Retail Management.
Proven track record of managing third-party service providers and ensuring alignment with SLAs and business objectives.
Hands-on experience driving resolution of major incidents and coordinating cross-functional change initiatives.
Experience collaborating with audit teams to ensure IT operations comply with regulatory and corporate governance requirements.
Proficiency in Service Delivery Management and Service Transition.
Knowledge of Server, Storage, backup, Virtualization, and Cloud Technologies (AWS/Azure).
Experience with service management tools, such as ServiceNow.
Current ITIL Certification.
Excellent communication skills at all levels of internal and external organization.
Skilled at managing escalations and resolving disputes between technical teams and business units.
Proven capability to make sound, timely decisions during critical incidents.

20. BS in Network Engineering with 13 years of Experience

Experience in IT management as a people manager.
Hands-on technical depth in complex infrastructure implementation, system upgrades, and operational troubleshooting.
Experience in handling audit/review, internal, and external.
Expert in managing macOS, Windows, and office networking.
In-depth understanding of ITIL and ISO 27001, and able to plan and deploy the IT SOP and Policy.
Experience in managing IT budgets, vendor costs, and resource allocation to achieve measurable savings.
Proficiency with tools such as PowerShell, Python, or Bash for system automation.
Familiarity with tools like Splunk, Nagios, or Prometheus for proactive incident detection.
Strong grasp of SSO, MFA, and directory services (AD, Azure AD).
Understanding of enterprise software licensing models and lifecycle management.
Solid stakeholder management skills with proven experience managing partnerships with the senior leadership team.
Skilled at dissecting complex issues and driving structured root-cause analysis.
Capacity to align IT roadmaps with long-term business goals.

21. BS in Cloud Computing with 17 years of Experience

Experience in leading and managing large teams spread across multiple geographies and various technical towers.
Strong knowledge of ITIL and SAFe Agile frameworks.
Proven vendor management and contract negotiation expertise.
Broad experience managing end-to-end IT Infrastructure across Data Center, Cloud, Network, End User Computing, and Cybersecurity.
Solid functional knowledge of ERP (SAP, legacy/mainframe), enterprise applications, integrations, and application support operations.
Working knowledge of cloud platforms (Azure, AWS, Microsoft, Google) and their business optimization capabilities.
Experience partnering with technical architects and design engineers on solution delivery.
Excellent communication, analytical, and presentation skills.
Strong background in budgeting, P&L management, and IT Operations.
Skilled in client relationship management at Director, Senior Director, and CxO levels.
Proven people management ability with experience leading global, culturally diverse teams.
Track record of delivering multiple concurrent projects on time and with high quality.

22. BS in Systems Engineering with 11 years of Experience

Experience as an IT Project Manager or IT Infrastructure Architect.
Solid IT Infrastructure background with ITIL Foundation V3 certification.
Project Management experience, with PMP or equivalent.
Experience in team coordination or people management.
Technical background in IT systems and networks (VMWare, Cisco, NetApp, Active Directory, MS Exchange, Windows Server).
Understanding of Ansible, Terraform, or Puppet to standardize and scale infrastructure.
Knowledge of SAN, NAS, backup solutions like Commvault or Veeam.
Expertise in system monitoring tools and optimization of network/server performance.
Strong organizational and team collaboration skills.
Ability to listen, analyze, and understand people and situations quickly.
Excellent interpersonal and influencing skills, both internally and externally.
High attention to detail and commitment to quality.
Comfortable with international and remote communications via tools such as ticketing systems, collaboration platforms, phone, chat, and email.

23. BS in Database Administration with 8 years of Experience

Possess ITIL certification.
Strong experience in auditing IT general controls (Technical Controls, Access Management, Security, and Operations).
Knowledge of IT systems across multiple platforms (Windows, Linux, SAP, Oracle, SQL, AS400).
Hands-on experience with cloud environments (Azure, AWS).
Ability to contribute to IT strategy, governance, and operating model initiatives.
Experience in managing projects integrating ERP/CRM platforms with legacy infrastructure.
Experience in overseeing monitoring and right-sizing of cloud resources to reduce operational expenditure.
Familiarity with how IT general controls align with financial reporting requirements.
Awareness of regulatory expectations around AI, ESG technology, and third-party vendor risk.
Skilled at balancing compliance requirements with operational feasibility.
Ability to assess complex audit findings and recommend pragmatic, risk-based solutions.
Experience in delivering IT risk and control awareness sessions to non-technical staff.

24. BS in Information Assurance with 9 years of Experience

Experience in the field of Helpdesk and IT Service Management.
Experience as a Change Manager or as a Process Owner.
Project management experience (with PMP).
Experience working across organizational boundaries on a local and global basis.
Broad understanding of client IT technologies and business considerations.
Understanding of managing services across multiple providers.
Familiarity with Agile, Scrum, and hybrid delivery approaches alongside PMP frameworks.
Awareness of building IT knowledge bases and self-service platforms for users.
Basic knowledge of cost modeling, budgeting, and chargeback models for IT services.
Strong communication and leadership skills, excellent command of written and spoken English.
Customer-oriented, ability to manage time and priority, and open to change and innovation.
Skilled at driving alignment across matrixed organizations without direct reporting lines.

25. BS in Web Development with 12 years of Experience

Experience in the IT infrastructure-related field, preferably within an outsourcing or managed services environment.
Proven ability in managing the creation and implementation of detailed client projects.
Familiarity with structuring service agreements to balance client needs and provider capabilities.
Understanding of operating models blending on-premise, public cloud, and managed services.
Knowledge of tools and practices enabling proactive infrastructure monitoring.
Knowledge of COBIT, NIST, or similar frameworks beyond ITIL/ISO.
Superior customer relations and presentation skills.
Solid management skills and ability to manage technical and management resources on a project-by-project basis.
Strong attention to detail and understanding of Managed Services products and services.
Leadership experience in forming teams and leading them through various technical projects, evaluating and selecting technical and cost alternatives for a project, and defining processes where little or no processes exist.
Experience with process development and refinement, and the ability to lead teams through process development.
Ability to enact and enforce disciplined use of an adopted process or toolset.
Strong time management, planning, and organization skills, along with solid leadership and conflict resolution abilities.

26. BS in Computer Science with 8 years of Experience

Management or IT consulting experience
Working experience in an MNC or the retail industry
Experience working with MNCs with entities
Previous eCommerce experience
Knowledge of IT Service Management lifecycle, including Service Strategy, Service Design, Service Operation (Incident, Problem, Change Management), and continual service improvement.
Technical knowledge of current technologies on network, server, collaboration and security aspects
Technical knowledge on network and communication software, including router, switch, wireless controller, access point, call manager, video conferencing appliance, etc
Multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude
Strong service management skills and project management skills with a solid, proven track record
Innovative problem-solving, design and testing skills with a passion to deliver
Confidence and flexibility to often work under significant pressure to deliver effective and high-quality solutions and designs
Organized, self-motivated, enthusiastic and proven rapid learning capability

27. BS in Information Technology with 10 years of Experience

Certification in MCP/MCSA (Microsoft Certified Professional, System Administrator, Engineer), MOUS (Microsoft Office Certification), and Help Desk Manager Certification
Experience in providing technical support to end users in a business environment and supporting Microsoft-based networks and applications.
Experience developing, mentoring, and managing others.
Experience with Microsoft Exchange and VMware Horizon
Previous project Management experience.
Solid working knowledge of Microsoft Windows Desktop Security and Active Directory.
Strong technical knowledge of application support.
Ability to interpret complex information and provide informed analysis.
Ability to manage external relationships and service delivery, ensuring 24/7 support in a distributed model.
Effectively managed a small team of people and resources.

28. BS in Cybersecurity with 12 years of Experience

Certification in Information Technology Infrastructure Library (ITIL), Oracle, CISCO
Experience as a Service Delivery Manager
Experienced in some of the enterprise applications such as Enterprise Reporting Services, Enterprise Document Management, Enterprise Resource Planning, Enterprise Performance Management, Data Warehousing, Big Data, Enterprise Service Bus, Service Delivery Management, and experience in Integration Platforms.
Knowledgeable/Experienced in Oracle Cloud systems, ERP, EPM, and OFSAA.
Knowledgeable in Enterprise applications management/support, service-oriented architecture, IT Service Management Tools
Understanding of strategic business objectives and the ability to drive results toward those objectives
Knowledge in Continuous Integration and Continuous Delivery
Strong organizational skills, the ability to perform under pressure, and the management of multiple priorities with competing demands for resources
Programming language skillset requirements are Oracle, SQL, PL-SQL, and Python.
Strong communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, business stakeholders, and senior management
Ability to collaborate, build relationships, and influence individuals at all levels in a matrix-management environment to ensure that segregation and overlapping roles are identified and coordinated.
Ability to utilize specialized project/program management methodology and tools
Ability to anticipate the impacts and risks of decisions and actions
Ability to utilize the technologies needed to perform in one's area of expertise and understand the important technologies needed by the organization
High levels of personal integrity when conducting the professional affairs of the organization and dealing with sensitive information
Openness to, and the ability to deal with, rapid change in business needs, processes, and technologies
Capability and adaptability to work on-premise and remotely

29. BS in Software Engineering with 9 years of Experience

Experience in SAP, S/4 HANA
Experience in Service Delivery Management
Work experience and qualifications/certification in ITIL v3 and Agile
Experience in steering suppliers on both operational and tactical levels.
Experience with financial processes and monitoring invoice processing
Experience in escalation management.
Excellent stakeholder management skills
Ability to interact, communicate, and persuade on different levels outside hierarchical relations
Ability to set priorities and immunity to time pressure
Ability to lead teams and work with cross-country teams.

30. BS in Computer Engineering with 2 years of Experience

Previous experience with scheduling through a ticketing system/PSA like ConnectWise
Previous experience in customer service positions, particularly in phone support.
Understanding processes in ConnectWise by completing the assigned training materials in ConnectWise University.
Understanding of support tools, techniques, and how technology is used to provide IT services
Basic computer and operating system knowledge
Familiarity with computer system support terminology
Ability to work in a team and communicate effectively
Interpersonal skills, including phone, general communication, active listening, and strong customer service
Ability to multitask and adapt to changes quickly
Ability to work in a fast-paced environment

31. BS in Data Science with 8 years of Experience

Experience in a service delivery management role.
Strong experience in continuous improvement initiatives throughout Infrastructure, focused on operational efficiency, service quality, and governance/compliance
Working knowledge of maintenance, network operations centers, repair, and network planning processes
Understands complex IT components and gauges how each component will impact the system as a whole
Strong background in managing network solutions.
Excellent communication skills at all levels of an organization.
Ability to view issues from a strategic perspective, yet prioritize delivery to meet tactical goals
Strong leadership, coaching, behavioral reinforcement, organization, and analytic skills
Exceptional resource management skills
Ability to implement operational metrics and translate those metrics to process improvement initiatives
Resourceful, versatile, flexible, and committed to diversity

32. BS in Information Systems with 10 years of Experience

ITIL Foundation Certification (V3 or 4)
Previous experience in technology/service delivery/management of IT services
Significant experience in IT Service management disciplines.
Previous service-level performance management and reporting experience
Service process management and improvement experience
Understanding how current work fits into broader Enterprise Services contexts and strategies, so that deeper underlying problems and opportunities
Strong leadership and people management skills
Ability to use understanding of the different communication channels and formats to effectively engage with various audiences, adapting approaches
Ability to communicate and build relationships inside and outside the IT organization
Comfortable with challenging, convincing, and managing a mixture of various stakeholders
Adept at coping in a technically complex and fast-changing environment
Must ensure adherence to agreed quality standards (this equally applies to 3rd party suppliers).

33. BS in Network Engineering with 8 years of Experience

ITIL Foundation Qualified
Experience working in a position of IT service delivery
Demonstrable experience of service improvement
Experience using ServiceDesk platforms
Experienced Service Management professional
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Good understanding of business analysis and Process Improvement
Excellent customer-facing/customer service skills
Planning and organizational skills to ensure that services are deployed and monitored effectively
Good written communication skills to prepare reports and papers for stakeholders
Excellent project management skills and deep concern for detail
Excellent customer service skills
Well-developed interpersonal and communication skills to interpret supplier/partner and customer requirements
Be able to work under pressure and meet deadlines
Ability to work well under pressure to manage unpredictable workloads
Ability to think creatively and to problem solve
Ability to work within diverse groups
Self-motivation and effective time management skills, including a willingness to learn new skills and methods for delivering services

34. BS in Systems Engineering with 10 years of Experience

Experience managing and delivering large-scale and complex ICT projects end-to-end.
Experience working as a customer-facing vendor project manager
Excellent understanding of the organization’s goals and objectives.
In-depth knowledge of applicable data privacy practices and laws.
Strong understanding of human resource management principles, practices, and procedures.
Strong understanding of project management principles.
Sound level of scope management, project planning, resource management, risk/issue/dependency management, and reporting skills.
Ability to motivate and lead medium-sized project teams to meet the project and program objectives.
Good team player within a program delivery environment.
Excellent written and verbal communication skills.
Highly self-motivated and directed.
Proven analytical, evaluative, and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.

35. BS in Cloud Computing with 8 years of Experience

ITIL v3/v4 Foundation Certificate
ITIL Intermediate certifications
Extensive experience working in a team-oriented, collaborative environment.
Experience in creating, implementing, and driving continual service improvement plans through workflow automation, including Shift-Left strategy and frameworks.
Solid understanding of network (WAN, LAN, VPN), telephony systems and print services.
Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity (TCP/IP, network adapter configuration)
Strong domain knowledge of SCCM, AD, Exchange, ServiceNow, Windows 10, Intune, Asset Management and M365
General understanding of a variety of best practices, including project management, Agile, Lean, Six Sigma, etc.
Excellent written and oral communication skills.
Ability to conduct and direct research into IT issues and products.
Ability to present ideas in business-friendly and user-friendly language.
Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, etc.
Exceptional customer service orientation.
Self-motivated with a strong tolerance to ambiguity and change.

36. BS in Database Administration with 7 years of Experience

ITIL, Agile, and/or PMP certification
Technology work experience and demonstrated information technology service delivery, change, and project management.
Experience working in an agile (Scrum or Kanban) environment, facilitating release planning and project management
Experience with Agile-based practices, including Kanban, Scrum
Experience managing hybrid internal/external teams, processes, and deliverables
Working knowledge of Jira or similar project management software
Demonstrated performance in working in a fast-paced environment and able to deal with sudden shifts in project priorities
Ability to communicate clearly and effectively with multiple stakeholders across businesses, leadership, and teams.
Understanding of value streams
Understanding of Continuous Improvement concepts, process, and tools
Hands-on technical skills in cloud and general IT infrastructure

37. BS in Information Assurance with 9 years of Experience

Experience in IT Management with a Certification in IT systems
Understanding of the business, process and user requirements of the dedicated area with deep knowledge of IT services
Working knowledge of ITIL practices.
Strong verbal and written communication skills in English with an ability to present ideas in non-technical language.
Strong personal skills, with a focus on listening and questioning skills.
Excellent customer service and leadership skills with the ability to influence customers positively.
Effective verbal communication skills and a polished, executive presence, and the ability to “think on the feet” and respond constructively with action-oriented ideas
Strong leadership, communication and organizational skills
An analytical, independent, and structured approach
Self-motivated with an ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work in an agile and dynamic manner.
Ability to look at a new situation with a fresh perspective every time

38. BS in Telecommunications with 10 years of Experience

Service Desk experience applying ITIL best practices, experience in IT knowledge, and IT governance
Experience in Incident/Problem Management, in Asset Management
Experience in conducting customer/user attention through a service desk
Experience in conducting and scheduling training programs for people
Experience in managing Project/Program Managers and the Project Management Office
Experience in the design and creation of innovative initiatives to support User Experience
Experience in using service management and communication tools (Service Now, Yammer, Tableau)
Prior experience supporting users in a shared services organization.
Proven experience in Service Desk (incident/service request management) based on ITIL best practices
Proven experience supporting users in a shared services organization.
Proven experience working in a user-centered process, keeping an understanding of the users’ needs at the center of all activities.
Proven knowledge in service desk operations, communication with users, and conducting customer attention/user satisfaction.
Proven experience managing a Project Management Office and Project/Managers

39. BS in Artificial Intelligence with 12 years of Experience

Experience with complex IT infrastructure transformation using structured methodologies and industry best practices
Experience with enterprise-scale change management, deployment and project management
Experience creating technical service documentation and collateral (e.g., service catalog/service definition, end user documentation, Service Level Agreements, etc.)
Experience coordinating with third-party implementation partners and/or vendors
Experience working in an environment utilizing current and leading-edge technologies (e.g., AWS, Java, .NET, etc.)
Scaled Agile Framework (SAFe) experience and knowledge
Understanding of mission-critical business applications, multiple complex application integrations, hosted or SaaS solutions, and data migration
Ability to work effectively in a dynamic environment while managing multiple priorities
Ability to translate complex information into ideas and effectively communicate
Strong cross-functional team collaboration skills
Excellent listening, written, and verbal communication skills
Strong facilitation and presentation skills
Must be a problem solver with sound judgment and decision-making skills

40. BS in Business Analytics with 7 years of Experience

ServiceNow Certification
IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc)
Hands-on IT ServiceDesk experience
Direct supervisory/team management experience
ServiceNow ITSM platform administration experience
Experience with hands-on management of ServiceDesk software and ITIL management practices
Experience installing and troubleshooting Windows Operating systems
Experience installing and troubleshooting applications across a variety of system environments
Experience implementing and administering endpoint management platforms (Microsoft SCCM, VMware AirWatch)
Experience with modern IAM solutions, Azure AD with SSO and MFA
Strong understanding of secure endpoint management
Ability to apply ITIL principles to an IT Service Delivery organization
Ability to approach technical challenges from a business perspective
Ability to meet and overcome the challenges of fast fast-paced technical support environment while building a positive work relationship between IT, users, and management
Ability to rapidly identify, evaluate, and resolve conflicts and complaints
Ability to provide professional communication and follow up on outstanding technical issues with business partners
Excellent communication skills, both written and verbal, with the ability to influence at all levels of the organization
Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities
Self-motivated and uses initiative to proactively resolve problems.

41. BS in Computer Information Systems with 9 years of Experience

Certification in ITIL
IT experience with experience of maintaining/supporting systems in a cloud environment
Working experience in leading a support team to deliver services to business users or customers
Domain knowledge of utilities or smart metering
Ability to provide clear instructions to team members and formulate strategies in problem-solving
Demonstrate strong leadership and team management skills
Excellent analytical and problem-solving skills
Effective presentation and report writing skills
Strong communication skills and build good relationships with business stakeholders/customers

42. BS in Robotics with 8 years of Experience

Expertise in technical support best practices and modern tools (Jira, Confluence, TICK stack, Prometheus, Ansible, etc)
Experience working within regulated environments (IVD, LDT, etc.).
Demonstrable knowledge of Linux operating systems and basic system administration.
Working knowledge of Docker and Kubernetes.
Working knowledge of Unix Shell scripting, such as ZSH, CSH, BASH
Basic knowledge of database technologies such as PostgreSQL or MySQL
Strong communication and collaborative skills, working with internal and external colleagues and customers from diverse scientific, engineering, operational, and regulatory disciplines.
Understanding of concepts like Next Generation Sequencing, Oncology, Liquid biopsies, etc.
Ability and desire to work within a regulated medical device development environment.
Effective communicator with written and verbal fluency in English.

43. BS in Information Security with 10 years of Experience

Experience in technical support in a corporate or academic environment, delivering IT Services including managing IT Service Desk and Desktop Support functions, managing IT technical staff, and leading service development and improvement projects.
Professional experience performing IT Service Management development in a large-scale and diverse environment.
Experience in coaching and developing staff and leading teams to high performance.
Experience in successfully managing third-party vendors and third-party delivered services
Experience improving the customer experience with IT Services.
Exceptional customer service skills.
Excellent leadership and people management skills
Excellent written and verbal communication skills
Demonstrated excellent self-initiative, organizational skills, and prioritization skills
Be able to work under pressure and meet deadlines
Be able to manage sensitive and often confidential information

44. BS in Enterprise Information Systems with 9 years of Experience

Experience in managing enterprise services in a Global Context.
Experience of ITIL (Information Technology Infrastructure Library) service delivery experience in an IM support environment
Experience in experience in service contract management
Knowledge of the Production environment
Knowledge in the areas of ITSM (information technology service management), ITIL, Knowledge Article development and KPI Reporting
Knowledge in cloud-based and SaaS (software as a service) service management
Understanding of Airbus IM standards, project and services methodologies, and procedures
Knowledge of the IM supplier landscape in North America
Strong communication (oral and written), interpersonal, and facilitation skills

45. BS in Technology Management with 7 years of Experience

Certifications in Microsoft products, COMPTIA competencies, and other approved vendor certifications
Experience in the leadership of a technical support team and related technical projects in relation to external client support and onboarding, especially in previous MSP environments.
Previous MSP experience.
Experience with networks, security principles, and network management best practices.
Excellent communication skills (active listening, written, oral)
Ability to motivate and direct team members.
Ability to present ideas in user-friendly language to non-technical staff and end-users.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Team player with the ability to work autonomously

46. BS in Software Development with 8 years of Experience

Experience in IT Infrastructure Services or IT Service Delivery.
Deep experience in effectively managing projects, supporting global user infrastructure with a range of customer stakeholders.
Experience in IT business performance and requirements management.
Good knowledge and practice of the ITIL framework.
Ability to work as part of a team across different locations and lessons learned with the global teams.
Excellent problem-solving and analytical skills.
Fluent in English and Mandarin language and good interpersonal and communication skills
Ability to effectively communicate with business and IT stakeholders, including senior management.
Self-motivated individual who can operate on their own initiative.

47. BS in Computational Science with 9 years of Experience

ITIL Certification (V3/V4 foundation minimum) or proven understanding of concepts and practices
Previous experience as a service delivery manager and/or equivalent IT/Project manager experience
Previous experience in project management
Experience working with and leading small teams or leading small teams in a project environment
Experience in IT procurement and vendor management
Strong knowledge of enterprise technologies such as Microsoft Active Directory, Office 365, Azure, and Intune
Demonstrated skills in stakeholder management, organization, and negotiations
Be able to move and communicate with a sense of urgency
Ability to read, analyze and interpret general business information and correspondence, including regulations, manuals, reports and professional journals
Ability to write reports, business correspondence and procedure manuals, as well as present and communicate complex information and data to others effectively
Ability to define problems, collect information, establish facts, and draw valid conclusions
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

48. BS in Engineering Management with 10 years of Experience

Qualifications in IT service management (ITIL V3/V4), Project management (PRINCE2) and SIAM
IT Service Management experience aligned to ITIL good practice with particular focus on Major Incident management, problem, change and improvement management processes.
IT financial management experience in supporting and understanding cost containment opportunities.
Managed services and cloud-based supplier management experience.
IT technical and service delivery management experience.
Experience with ITSM tools (ServiceNow).
Extensive third-party managed service supplier management experience.
Development experience in delivering business-aligned IT service metrics, measures and reports.
Self-motivated, hands-on, people-focused service manager who can drive lasting change through effective communication, both written and verbal.
Ability to identify “the art of the possible” in ensuring the IT services are continually afforded with the right service, at the right time, at the right cost.
Ability to effectively manage high volumes of competing demand and priorities.
Excellent written, verbal communication, and presentation skills.

49. BS in Applied Computing with 12 years of Experience

Prior experience in End User Services
Experience in a Citrix environment
Prior experience in setting up Captive Centers
Experience as a Service Delivery professional, heading the division.
Demonstrated experience in executing and managing operational KPIs and Metrics
Skilled in analyzing and the continuous improvement of processes
Ability to work in a dynamic environment, balancing demand
Ability to work collaboratively with colleagues and key stakeholders
Demonstrated ability working across a “matrixed” organizational model
Italian and/or Spanish language skills

50. BS in Systems Administration with 11 years of Experience

Experience in IT management and as a people manager
Experience in handling audit/review, internal and external
Expert on managing macOS, Windows and office networking
Professional hands-on experience with operations and/or support in a fast-moving, highly critical, enterprise IT environment.
Experience in the management of technical teams within the fields of Network Engineering, IT Consulting, or similar.
In-depth understanding of ITIL and ISO 27001 and able to plan and deploy the IT SOP and Policy
Solid stakeholder management skills with proven experience managing partnerships with the senior leadership team
Hands-on technical depth in complex infrastructure implementation, system upgrades and operational troubleshooting
High energy and able to coach the team into success
Strong customer relationship skills.
Excellent written and verbal communication skills
Ability to prioritize time-sensitive assignments.

51. BS in IT Infrastructure Management with 9 years of Experience

An ITIL Foundation or Practitioner qualification
Experience working with third parties and non-technical teams.
Exposure to heavily outsourced environments and experience managing applications and IT infrastructure with multiple external partners
Strong technical background, familiar with systems solutions and architectures, Networking, DBMS systems, Microsoft stack of services, Virtualization and SAN solutions, Modern web technologies (.net, JavaScript, HTML5,…), Enterprise Service Bus, SOA, CMS, Mobile and E-Commerce platforms, Booking engines, etc.
Good understanding of the total cost of ownership of IT assets and functions and the ability to present and manage trade-offs and practical knowledge of IT technologies and working practices (ITIL), including Agile models
Solid knowledge and understanding of ITIL best practices and the ability to convert this into daily operational improvement.
Pro-active, a flexible team player, customer-focused and able to perform under pressure in complex environments
Excellent written and verbal communication skills with a focus on customer satisfaction.
Strong customer focus, able to manage expectations, build and maintain productive relationships
Flexibility to adjust to multiple demands and shifting priorities

52. BS in Web Development with 12 years of Experience

Experience building strong business relationships to understand workflows and pain points, to providing opportunities for improvement and optimization.
Advanced experience with data management and data integration using ETL tools and technologies.
Expert functional knowledge of Salesforce and Oracle EBS, CPQ/OMS, Zendesk, or JIRA.
Expert/Advanced hands-on knowledge and experience with system integrations, workflow automation and orchestration, administration, maintenance, and ongoing support.
Strong analytical background and comfort with complex, co-dependent systems.
Ability to manage multiple projects simultaneously and provide strong leadership, work direction and team facilitation skills.
Ability to provide effective feedback to team members.
Excellent interpersonal communication skills and exceptional planning and organizational skills
Ability to work independently, under pressure, meet deadlines and handle multiple projects simultaneously
Ability to interface with vendors, customers, clients and other departments and respond to requests both in written and verbal form
Strong knowledge of WAN, LAN, routing and switching
Self-starter who can proactively identify and solve problems.

53. BS in DevOps Engineering with 13 years of Experience

IT work experience in service and delivery management in global and complex environments
Experience working in a regulated business
Experience in IT delivery and Service management in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines
Experience in managing 3rd parties and 3rd party delivered services
Experience in managing IT for multiple sites, in multiple geographic areas
Experience with Kanban or Scrum
Experience in the broadcasting and/or new media industry
Strong knowledge of ITIL disciplines
Proficient in building collaborative teams, maintaining calm and focus under pressure and instilling that ability in others, and being effective communicators
Strong communicator who assesses their audience and can clearly articulate thoughts, build and facilitate meetings, workshops, and events
Strong strategic and critical thinking skills
Ability to see the “big picture” while also diving into details
Curiosity about business processes and applications that allows them to understand the impact of requested changes or service disruptions

54. BS in Computer Networking with 11 years of Experience

Experience working in a matrix organizational model
Experience in providing effective demand management and support for the management of an IT portfolio
Working experience in driving the standardization of an IT portfolio across different business units
Extensive relationship management experience and the ability to create and maintain a strong internal network across levels and disciplines
Strong infrastructure background, with specific exposure to terminal operations
Sound financial planning and analysis experience (TCO, costs/budgets)
Be able to work on the own initiative, as well as in a team
Strong industry knowledge, understanding, and experience, including Service Management principles and methodology
Ability to influence cross-functional teams without formal authority
Strong analytical and planning skills
Good communication and presentation skills
Comfortable and confident at liaising with clients, 3rd party support vendors, and staff of all levels across the company

55. BS in Big Data Analytics with 7 years of Experience

Experience working on IT projects/service delivery.
Understanding of project management principles and excellent coordination skills.
Exceptional people management, customer service, and leadership skills.
Knowledge of the ITIL framework and ITSM, and the ability to leverage resources across different teams (e.g., technical, sales, finance, etc.) to expedite problem resolution.
Excellent communication and presentation skills
Ability to prepare high-standard status reports.
Ability to think strategically, adapt, and learn.
Ability to prioritize competing demands effectively.
Ability to work well in cross-functional teams.
Results-driven, with a proven track record in service delivery and performance

56. BS in Technical Project Management with 11 years of Experience

Currently hold ITIL v3 or v4, and ITIL v4 Foundations certification
Experience in managing a delivery team with more than 20 members.
Working knowledge of ITIL IT Service Management concepts and principles
Working knowledge of PMP Project Management concepts and principles
Familiar with the IT infrastructure and ITSM process.
Familiar with the helpdesk and field support process.
Exceptional ability to work in a diverse, large-scale environment.
Expertise in people management and leadership
Good communication skills in both Mandarin and English
Demonstrated analytical and problem-solving skills
Demonstrated ability to effectively manage multiple tasks and priorities

57. BS in Cloud Systems Administration with 12 years of Experience

Experience in IT and IT Service Management, and Incident Management
Strong experience managing IT delivery in a production environment within the banking industry
Understanding of business operations and processes.
Experienced in Incident, problem management
Previous experience in a large IAM-related project
Management of the CyberArk-related project stream
Understanding of cloud environments (Private/Public)
Experience in CyberArk technical projects (CyberArk certifications)
Knowledge of CyberArk PAS
Excellent leadership and customer service skills
Ability to define processes and operations for Service Delivery and Professional Services
Strong communication and customer service skills.

Relevant Information

IT Service Management Analyst Skills, Experience, and Job Requirements

IT Service Manager Skills, Experience, and Job Requirements