MANAGED SERVICES MANAGER RESUME EXAMPLE

Michael Tran

Houston, TX

(832) 555-2147

michael.tran.dev@gmail.com

linkedin.com/in/michaeltran

SUMMARY

Results-driven Managed Services Manager with 2+ years of experience in IT Service Delivery, SLA Monitoring, and Agile Coordination within the IT Services industry. Proven record of improving ticket resolution efficiency by 20%. Expertise in Service Reporting and Incident Management to optimize operations, mitigate service disruptions, and drive customer satisfaction outcomes.

SKILLS

ITIL Practices

SLA Tracking

Ticketing Systems

Agile Scrum

Incident Management

Service Reporting

EXPERIENCE

Service Delivery Coordinator

NexaCore Solutions, Houston, TX

June 2023 – Present

• Coordinated service delivery activities, achieving 95% SLA compliance across 15+ client accounts through structured tracking and reporting processes
• Supported escalation management, reducing incident resolution time by 18% through proactive issue tracking and communication
• Assisted in preparing KPI and SLA reports, improving stakeholder visibility and decision-making efficiency by 22%
• Participated in Agile ceremonies, contributing to a 15% increase in team velocity by removing workflow blockers

IT Support Analyst

BlueGrid Systems, Austin, TX

January 2022 – May 2023

• Monitored ticketing systems and resolved service requests, maintaining 93% first-response SLA adherence across 1,000+ monthly tickets
• Supported customer service operations, improving satisfaction scores by 12% through consistent communication and issue resolution
• Assisted in maintenance tracking and reporting, reducing recurring incidents by 10% through basic problem management practices

EDUCATION

Bachelor of Science in Information Technology

University of Texas at Austin

Daniel R. Nguyen

Dallas, TX

(469) 555-8821

daniel.nguyen.it@gmail.com

linkedin.com/in/danielr-nguyen

SUMMARY

Results-driven Managed Services Manager with 5+ years of experience in Service Delivery, Supplier Management, and SLA Compliance within the IT Services industry. Proven record of reducing recurring incidents by 25%. Expertise in Contract Governance and Performance Metrics to optimize service delivery, mitigate operational risks, and drive measurable business outcomes.

SKILLS

Service Delivery

SLA Compliance

Supplier Management

Contract Governance

Performance Metrics

Incident Analysis

EXPERIENCE

Managed Services Lead

CoreAxis Technologies, Dallas, TX

March 2022 – Present

• Led managed service delivery across 30+ client environments, achieving 97% SLA compliance and improving service reliability metrics by 21%
• Managed supplier performance and contract adherence, reducing cost leakage by 13% through structured audits and KPI tracking
• Delivered service reports and improvement plans, increasing customer satisfaction scores by 17% through actionable insights
• Coordinated escalation resolution and resource planning, improving response efficiency by 20% across operations

Service Operations Specialist

TechNova Services, Plano, TX

July 2020 – February 2022

• Monitored KPI and SLA performance across service desk operations, maintaining 95% compliance across high-volume ticket environments
• Supported contract renewals and supplier coordination, contributing to a 22% improvement in renewal success rates
• Facilitated Agile processes and reporting metrics, increasing team productivity by 18% through improved workflow management
• Assisted in risk mitigation and incident management, reducing major incident frequency by 15%

EDUCATION

Bachelor of Science in Computer Information Systems

University of North Texas

Christopher A. Bennett

Chicago, IL

(312) 555-7612

chris.bennett.exec@gmail.com

linkedin.com/in/christopher-bennett-it

PROFESSIONAL SUMMARY

Results-driven Managed Services Manager with 10+ years of experience in IT Service Delivery, Supplier Governance, and Agile Transformation within the IT Services industry. Proven record of increasing operational efficiency by 25% and reducing escalations by 30%. Expertise in Contract Management and DevOps Practices to optimize service operations, mitigate delivery risks, and drive scalable, high-performance service outcomes.

CORE SKILLS

ITIL Framework

Service Delivery

Supplier Governance

Contract Management

DevOps Practices

Performance Analytics

EXPERIENCE

Managed Services Manager

StratusPoint Technologies, Chicago, IL

January 2020 – Present

• Directed end-to-end managed service operations across 50+ enterprise clients, achieving 98% SLA compliance and increasing profitability by 20%
• Governed supplier ecosystem and contract performance, reducing operational costs by $1.2M annually through audits and optimization strategies
• Led global support teams and escalation management, decreasing critical incident resolution time by 28%
• Implemented service improvement frameworks and DevOps practices, improving delivery efficiency by 26% across multi-service environments
• Delivered executive-level reporting and strategic planning, increasing customer retention rates by 18%

Service Delivery Manager

VertexLink Solutions, Chicago, IL

May 2016 – December 2019

• Managed service delivery for 35+ client accounts, maintaining 96% SLA adherence and improving service quality metrics by 19%
• Oversaw KPI reporting and continuous improvement initiatives, reducing recurring incidents by 23%
• Collaborated with procurement and suppliers, improving contract renewal rates by 24%
• Led Agile transformation initiatives, increasing team productivity by 21% through Scrum and DevOps adoption

EDUCATION

Bachelor of Science in Information Systems

University of Illinois at Chicago

• Directed the Managed Services Department to achieve sustained profitability, standardizing service delivery models and improving margin performance by 18% across maintenance, T&M, and contract-based engagements.
• Advised cross-functional teams as Subject Matter Expert on 25+ managed services assignments, ensuring technical accuracy, contractual alignment, and consistent delivery quality across small-scale projects and client contracts.
• Coached Tier 1–3 engineers and service administrators, elevating customer service performance scores by 22% and building a scalable, customer-centric support organization aligned with industry best practices.
• Developed service proposals, RFP responses, and statements of work, supporting pre-sales activities that contributed to a 30% increase in managed services contract acquisition and renewal rates.
• Oversaw NICP contract operations, ticketing, and billing systems, streamlining workflows to reduce invoice discrepancies by 15% and improving ticket resolution tracking accuracy across all service accounts.
• Analyzed incident trends and SLA metrics across 40+ clients, implementing proactive problem management strategies that reduced recurring tickets by 27% and ensured full compliance with contractual maintenance obligations.

Core Skills:

• Service Desk Management
• SLA Monitoring
• Ticketing Systems
• Contract Management
• Problem Management
• IT Service Delivery

• Championed service delivery excellence and customer satisfaction across managed services operations, aligning departmental strategy with revenue goals and sustaining long-term client retention across a multi-account portfolio.
• Optimized MSD policies, procedures, and performance frameworks, driving continuous improvement initiatives that enhanced operational efficiency by 20% and standardized service delivery practices across all engagements.
• Assessed departmental capabilities and gaps, implementing targeted improvements that increased team productivity by 17% while strengthening service quality and scalability for external customer environments.
• Partnered with Professional Services and Account Management to align resource planning and proactively secure contract renewals, contributing to a 25% increase in renewal rates and improved capacity utilization.
• Facilitated client governance through regular service reviews, presenting SLA performance, incident analytics, and forward-looking recommendations, resulting in a 15% uplift in customer satisfaction scores.
• Directed workforce development and accountability programs, advancing employee progression pathways and achieving 98% SLA compliance through structured performance management and continuous coaching initiatives.

Core Skills:

• SLA Management
• Service Delivery
• Resource Planning
• Performance Metrics
• Incident Analysis
• Process Optimization

• Led end-to-end service delivery as project manager across managed services engagements, ensuring milestone adherence, budget control, and quality standards, achieving 96% on-time delivery across concurrent projects.
• Ensured strict compliance with contractual KPIs and SLAs, monitoring performance metrics and resolving deviations, maintaining 98% SLA attainment and minimizing service penalties across client environments.
• Governed service quality by identifying delivery gaps and enforcing corrective actions, reducing quality-related escalations by 21% and strengthening overall service reliability and client trust.
• Delivered executive-level service reports and continuous improvement plans, translating operational data into actionable insights that enhanced service performance and supported strategic client decision-making.
• Evaluated customer feedback and service performance trends, implementing targeted enhancements that improved satisfaction scores by 18% while refining service offerings to align with evolving business needs.
• Orchestrated escalation management and resource planning, resolving critical incidents within defined SLAs and optimizing workforce allocation to improve response efficiency by 23% across service operations.

Core Skills:

• SLA Compliance
• Project Management
• Service Reporting
• Escalation Management
• Resource Planning
• Performance Monitoring

• Planned and executed deployment, testing, and delivery activities across multiple projects, ensuring alignment with defined scope, sequencing, and resource allocation to achieve 95% schedule adherence.
• Defined project scope, timelines, and budgets, producing detailed documentation and cost models that improved estimation accuracy by 18% and supported effective financial governance.
• Facilitated Scrum ceremonies and removed delivery blockers, increasing team velocity by 22% while maintaining consistent sprint performance across cross-functional Agile teams.
• Reported advanced delivery metrics, including Velocity, Burndown, Burnup, and Earned Value to stakeholders, translating complex data into actionable insights for both technical and non-technical audiences.
• Mitigated project risks and led major incident management efforts, reducing critical incident resolution time by 27% and strengthening service continuity across DevOps-enabled environments.
• Coached internal and client teams on Agile and DevOps best practices, advancing Scrum maturity levels and driving adoption of CI/CD, test automation, and code quality standards across delivery pipelines.

Core Skills:

• Agile Scrum
• DevOps Practices
• CI/CD Pipelines
• Risk Management
• Project Scheduling
• Performance Metrics

• Directed supply chain governance and commercial oversight across supplier portfolios, managing spend, KPI/SLA adherence, and contract performance, improving supplier compliance rates by 19% across multiple service contracts.
• Administered supplier performance frameworks, including audits, deduction recovery, and contract variance management, ensuring financial accuracy and reducing cost leakage by 14% through structured governance controls.
• Collaborated with procurement teams to escalate and resolve supplier issues, strengthening supply chain performance and reducing critical supplier-related disruptions by 21% across operational service delivery.
• Established governance models and compliance frameworks, driving adherence to contractual obligations and enabling consistent supplier accountability across a multi-vendor managed services environment.
• Optimized supplier rate schedules and onboarding processes, improving cost transparency and accelerating supplier integration timelines by 16% while supporting scalable service delivery capabilities.
• Advised operational teams on supplier selection and performance alignment, enhancing decision-making and increasing supplier efficiency by 18% through targeted supply chain strategy and stakeholder coordination.

Core Skills:

• Supplier Management
• Contract Governance
• SLA Compliance
• Procurement Support
• Cost Management
• Vendor Audits

• Negotiated supplier agreements in partnership with procurement, securing favorable terms and improving cost efficiency by 12% while maintaining alignment with operational and contractual performance objectives.
• Enabled operational excellence by providing structured guidance and process improvements, increasing service efficiency by 15% and ensuring consistent execution across supplier and internal delivery teams.
• Enhanced performance transparency by implementing reporting frameworks and dashboards, improving KPI visibility and enabling data-driven decision-making across governance and business review forums.
• Adopted emerging technologies and industry best practices, modernizing operational workflows and increasing automation adoption by 20% across supplier management and service delivery processes.
• Monitored maintenance schedules and analyzed supplier performance data, identifying trends that reduced service disruptions by 18% and strengthened long-term vendor reliability.
• Led performance management initiatives and cross-functional communication, aligning teams with strategic priorities and achieving 97% target attainment across operational and employee performance metrics.

Core Skills:

• Supplier Negotiation
• Performance Reporting
• Operational Efficiency
• Technology Adoption
• Vendor Analytics
• Performance Management

• Partnered with enterprise customers to implement ITIL/ITSM best practices, aligning service delivery with critical business objectives and improving cross-team service knowledge adoption by 23% across support operations.
• Directed end-to-end managed service delivery and customer relationship management, ensuring consistent service quality and achieving 96% customer satisfaction across complex, multi-service environments.
• Acted as the primary escalation point and service advocate, resolving critical incidents and integration challenges, reducing escalation resolution time by 28% while strengthening client trust and engagement.
• Defined strategic service goals and executed action plans, effectively communicating progress to stakeholders and driving measurable improvements in service outcomes and operational alignment.
• Led global support teams by setting direction aligned with organizational strategy, enhancing team performance and achieving 95% adherence to performance management and service delivery targets.
• Championed continuous process improvement and accountability frameworks, optimizing service operations and reinforcing compliance with corporate policies, resulting in a 17% increase in operational efficiency.

Core Skills:

• ITIL Framework
• ITSM Processes
• Service Delivery
• Escalation Management
• Performance Management
• Process Improvement