IT SERVICE DELIVERY MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Sep 26, 2025 - The IT Service Delivery Manager has proven experience in IT management, leading teams, and driving complex infrastructure projects, including system upgrades, operational troubleshooting, and compliance audits. This position requires strong technical expertise in macOS, Windows, networking, automation (PowerShell/Python/Bash), proactive monitoring (Splunk, Nagios, Prometheus), and deep knowledge of ITIL and ISO 27001 to design and enforce IT policies, SOPs, and security frameworks. The Manager also needs strong financial and stakeholder management skills, with the ability to optimize IT budgets, manage vendors, align technology roadmaps with business goals, and build trusted partnerships with senior leadership.

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.
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