An IT Service Manager manages the information technology tasks and staff and maintains the company’s networks and user connectivity. Some daily work activities are listed on the IT Service Manager Resume as – developing relationships with external clients, assessing the technology, support, and security needs; providing client assessments, pitching IT equipment, offering innovative solutions, establishing projects by creating timelines, establishing clients and sales goals, maintaining relationships with technology, and software; coordinating troubleshooting, and equipment service; and identifying the staffing needs.
Just like other managerial posts, this role also needs the following skills and abilities – experience with computers and networks; time management skills, attention to detail; critical thinking skills, and leadership skills. A degree in computer science or a related field is commonplace among job applications. Insofar qualification will be useful.
Objective : Dynamic IT Service Manager with 5 years of experience in enhancing service delivery and operational efficiency. Proficient in ITIL frameworks, vendor management, and SLA compliance, I have successfully led teams to meet organizational goals. My focus on continuous improvement and strategic planning has fostered strong relationships with stakeholders and improved customer satisfaction.
Skills : Data Center Management, Itil Framework, Service Level Management, Incident Management
Description :
Oversaw IT service delivery and staffing, ensuring alignment with organizational objectives.
Managed outsourcing projects and coordinated with external vendors to enhance service performance.
Led a team of helpdesk professionals, fostering a culture of accountability and excellence.
Monitored and ensured compliance with established SLAs, escalating issues as necessary.
Prepared and presented detailed reports on service performance metrics to senior management.
Implemented best practices for service delivery, significantly improving operational efficiency.
Conducted regular reviews of service processes, driving continuous improvement initiatives.
Experience
2-5 Years
Level
Junior
Education
B.S. IT
IT Service Manager Resume
Headline : Accomplished IT Service Manager with 7 years of experience driving operational excellence and optimizing service delivery. Adept in ITIL methodologies, vendor management, and SLA adherence, I have effectively led cross-functional teams to enhance service quality. My commitment to process improvement and stakeholder engagement has consistently elevated customer satisfaction and strengthened organizational performance.
Skills : It Service Management, Windows Server Administration, Disaster Recovery, Business Continuity, Technical Support
Description :
Established a reporting model from the current Helpdesk tool to enhance data-driven decision-making.
Developed key KPI metrics to remediate ITSM processes and improve service delivery.
Documented existing processes for Incident, Request, Change, and Asset Management, identifying areas for improvement.
Analyzed Change Management processes, proposing and implementing enhancements that increased efficiency.
Improved lifecycle efficiency and customer satisfaction for Change Management through better controls and lead times.
Oversaw South Managed Services Operations, including resource management, SLA management, and client relations.
Collaborated with sales and pre-sales teams to prepare tailored managed services solutions.
Experience
5-7 Years
Level
Junior
Education
B.S. IT
IT Service Manager Resume
Headline : Strategic IT Service Manager with 7 years of experience in enhancing service delivery and optimizing IT operations. Skilled in ITIL frameworks, vendor relations, and SLA management, I excel in leading teams to improve service quality and customer satisfaction. My proactive approach to process improvement and stakeholder engagement has consistently driven organizational success.
Skills : Linux System Management, Windows Server Management, Geographic Information Systems Management, Root Cause Analysis, It Governance
Description :
Directed the ITIL Release Management function, ensuring secure and efficient release processes into production.
Established the ITIL Release Management Office, aligning its functions with corporate ITIL initiatives.
Developed integrated release reporting to enhance communication of application and infrastructure releases.
Created key performance indicators that improved departmental data reporting and release scheduling accuracy.
Reduced incorrectly planned releases from 33 to under 14 in two years, significantly enhancing operational reliability.
Lowered unsuccessful implementation rates from 25% to 0.4% through strategic process enhancements.
Maintained a low staff turnover ratio in the ITIL Release Management team, fostering a desirable work environment.
Experience
5-7 Years
Level
Executive
Education
B.Sc. IT
IT Service Manager Resume
Summary : With a decade of experience as an IT Service Manager, I excel in enhancing service delivery and operational efficiency. My expertise in ITIL frameworks, vendor management, and SLA compliance has empowered teams to achieve organizational objectives. I am dedicated to continuous improvement and fostering stakeholder relationships, driving both customer satisfaction and business success.
Skills : Active Directory Management, Problem Management, Data Analysis, Team Leadership, Stakeholder Management
Description :
Supervised and mentored a team of technicians and engineers, ensuring timely project completion within budget.
Managed end-to-end project lifecycles, from initial design to deployment, ensuring technical excellence.
Provided technical guidance to support business development initiatives, enhancing service offerings.
Executed Active Directory build and GPO implementation, optimizing virtual server environments.
Prioritized and assigned service orders to technicians for efficient resolution of hardware and software issues.
Monitored employee performance to ensure high-quality service delivery and customer satisfaction.
Established and enforced safety protocols for technicians, promoting a secure work environment.
Experience
10+ Years
Level
Senior
Education
B.S. IT
IT Service Manager Resume
Objective : Results-oriented IT Service Manager with 5 years of experience in streamlining IT operations and enhancing service delivery. Expertise in ITIL principles, vendor relations, and SLA management has enabled me to lead diverse teams toward achieving strategic objectives. Committed to fostering collaboration and driving continuous improvement to elevate client satisfaction and operational success.
Reported directly to the Chief Information Officer, overseeing Production Operations, Hardware and Software Support, Help Desk, and Project Management for new client onboarding.
Managed a diverse team of approximately 20 professionals in the Production Operation and Software Support departments.
Ensured timely processing of Pension and Vacation checks alongside other critical financial operations.
Utilized secure File Transfer Protocol (FTP) for document exchanges with clients and vendors.
Monitored Quality Assurance processes for the Production Operation Team to maintain high service standards.
Implemented process improvements to enhance the efficiency of the Help Desk Call Queue.
Established a streamlined approach to managing problem tickets using SharePoint, improving resolution times.
Experience
2-5 Years
Level
Executive
Education
B.S. IT
IT Service Manager Resume
Objective : Proficient IT Service Manager with 5 years of experience in optimizing service delivery and enhancing operational processes. Expertise in ITIL frameworks, incident management, and vendor relations has consistently driven team performance and client satisfaction. My commitment to strategic improvements and stakeholder collaboration has resulted in measurable enhancements to IT service quality.
Skills : Service Management, Risk Management, Budget Management, Vendor Management
Description :
Directed a team of 5 Remote Network Administrators and 1 Field Technician to ensure effective service delivery.
Managed the administration of IT services for over 1400 devices across 45 diverse businesses.
Utilized Connect Wise for efficient scheduling and resolution of reported IT issues, enhancing workflow.
Oversaw major network infrastructure projects, ensuring timely completion and minimal disruption.
Coordinated with vendors to manage software and ISP telecommunications effectively.
Communicated with clients to provide situational updates and strategic recommendations.
Participated in management training to further develop skills in service management and operational efficiency.
Experience
2-5 Years
Level
Executive
Education
B.S. IT
IT Service Manager Resume
Summary : Seasoned IT Service Manager with 10 years of expertise in elevating service quality and operational effectiveness. Proficient in ITIL best practices, vendor oversight, and SLA management, I have a proven track record of leading teams to exceed performance targets. My dedication to fostering collaborative environments and driving continuous improvement has consistently enhanced client satisfaction and organizational success.
Skills : Network Management, Reporting Skills, Communication Skills, Time Management, Agile Methodologies
Description :
Managed delivery of IT services to strategic clients, ensuring alignment with their operational needs.
Accountable for client satisfaction and overall success of projects and operational stability.
Trained and mentored new Service Managers, fostering a culture of learning.
Implemented a time tracking system to enhance project management and reporting.
Created comprehensive training guides to streamline onboarding processes.
Led resolution efforts during a major outage, effectively coordinating with cross-functional teams.
Maintained regular follow-up communications with clients to ensure satisfaction with service outcomes.
Experience
7-10 Years
Level
Management
Education
B.S. IT
IT Service Manager Resume
Objective : Innovative IT Service Manager with 5 years of experience in driving service excellence and IT operations. Skilled in ITIL practices, vendor relations, and SLA oversight, I have led initiatives that significantly enhanced service quality and operational efficiency. My strategic mindset and focus on stakeholder engagement have consistently resulted in improved user satisfaction and organizational success.
Managed a portfolio of over 15,000 mobile subscriptions, optimizing costs exceeding $2.3 million annually.
Provided leadership in mobile carrier provisioning and problem resolution, enhancing customer satisfaction and operational efficiency.
Acted as the primary consultant for in-building mobile carrier systems, minimizing operational delays.
Facilitated mobile contract negotiations, creating mutually beneficial agreements.
Organized carrier meetings to address account management and budgetary concerns, fostering process improvements.
Monitored mobile accounts for compliance with contracted rate plans, ensuring accurate billing.
Initiated cost-saving projects, including carrier consolidation, resulting in millions in annual savings.
Experience
2-5 Years
Level
Executive
Education
B.Sc. IT
IT Service Manager Resume
Headline : Results-driven IT Service Manager with over 8 years of experience in leading IT service delivery and support teams. Proven track record in implementing ITIL best practices to enhance service quality and operational efficiency. Strong communicator with a focus on stakeholder engagement and continuous improvement, ensuring alignment between IT services and business objectives.
Skills : Performance Monitoring, User Training, Documentation Skills, Compliance Management, Software Development Life Cycle
Description :
Managed corporate network, security, remote-access, and DNS/DHCP services following ITIL best practices.
Oversaw project management for system changes and upgrades, ensuring timely delivery and minimal disruption.
Conducted regular reviews with service providers to ensure compliance with SLAs.
Oversee IT service delivery to ensure high-quality support and customer satisfaction.
Implemented SSL VPN remote-access services for over 11K users, enabling BYOD deployment.
Migrated over 440 routers to MPLS, enhancing connectivity and service offerings.
Developed SLAs for internal services, ensuring consistent performance and availability.
Experience
5-7 Years
Level
Executive
Education
B.S. IT
IT Service Manager Resume
Objective : Dynamic IT Service Manager with extensive experience in managing IT operations and service delivery. Skilled in developing and executing IT strategies that improve service performance and customer satisfaction. Adept at leading cross-functional teams, optimizing processes, and leveraging technology to drive business success. Committed to fostering a culture of excellence and innovation.
Skills : Stakeholder Engagement, Capacity Planning, Process Improvement, Service Catalog Management, Knowledge Management
Description :
Directed service delivery improvement initiatives, aligning with organizational strategy.
Acted as a liaison between customers and IT to enhance service management.
Managed customer expectations and relationships to boost satisfaction levels.
Negotiated SLAs and chaired Service Level Review meetings to ensure compliance.
Engaged with customers to accurately assess and understand service requirements.
Converted customer needs into effective managed solutions.
Oversaw escalations, ensuring all service and operational level agreements were met.
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