Professional Resume Template for
Service Delivery Manager
Samantha K. Thorne
Chicago, IL
(312) 555-0143
samantha.thorne@email.com
linkedin.com/in/samanthathorne | github.com/samanthathorne | samanthathorne.dev
Professional Summary
Process-driven Service Delivery Manager with 6 years of expertise leading IT service desk teams and managing enterprise IT service delivery within SaaS companies. Specializes in negotiating Service Level Agreements (SLAs), optimizing vendor contracts, and architecting incident response escalation workflows for portfolios valued up to $2.4M. Successfully reduced average incident resolution times by 28% and elevated service desk SLA compliance from 88% to 98.4% using ITIL v4 processes. Competent in ServiceNow, Jira Service Management, Zendesk, PagerDuty, and Confluence.
Work Experience
Service Delivery Manager — Nova Cloud Solutions
Chicago, IL | May 2023 – Present
- Direct a team of 14 IT service desk engineers supporting 25,000+ internal users, improving first-contact resolution rates by 22% within 6 months and reducing ticket backlog from 850 to 120.
- Manage customer-facing service level agreements (SLAs) for 15 enterprise clients, achieving a 99.85% uptime rate and securing $1.2M in annual recurring contract renewal revenue.
- Redesign the incident escalation workflow in ServiceNow, reducing mean time to resolve (MTTR) critical P1 incidents by 34 minutes (41%) and eliminating communication bottlenecks.
- Evaluate vendor support contracts for infrastructure hosting, renegotiating terms to decrease monthly operational expenses by $18,000 while maintaining service quality standards.
Associate Service Delivery Manager — Stratum Systems
Chicago, IL | June 2020 – April 2023
- Supervised a service desk queue of 8 support technicians, resolving 1,200+ tickets weekly with a customer satisfaction (CSAT) score of 94.5% compared to a baseline average of 85.2%.
- Drafted and standardized operational runbooks for 4 major cloud products, lowering onboarding training time for new support staff by 3 weeks and decreasing escalation errors by 32%.
- Monitored weekly ticket trends to identify recurring software bugs, partnering with product development to eliminate 15% of inbound ticket volume and saving 25 developer hours weekly.
- Coordinated change management review boards for 85 software updates, maintaining a 96.5% successful deployment rate with zero major outages or rollbacks over a 12-month period.
Education
Bachelor of Science in Information Technology
DePaul University · Chicago, IL · 2020
Skills
SLA Management, ITIL v4 Framework, Incident Response, Change Management, ServiceNow, Jira Service Management, Zendesk, PagerDuty, Vendor Management, Root Cause Analysis, Disaster Recovery, Escalation Pathways, Customer Satisfaction, Confluence
Projects
ITIL Workflow Modernization
Role: Service Delivery Lead
Tools: ServiceNow, Confluence, Slack
Architected a new incident management workflow that consolidated 3 legacy queues, decreasing routing errors by 45% and saving 12 analyst hours weekly.
Enterprise SLA Re-negotiation
Role: Service Delivery Manager
Tools: Jira Service Management, Excel, Zendesk
Audited service performance metrics across 8 legacy clients, aligning support tiers with realistic limits to eliminate $85,000 in SLA breach penalties.
Certifications
- ITIL v4 Managing Professional (2022)
- Certified ScrumMaster (CSM) (2021)
Additional information
- Languages: English (Native), Polish (Conversational)
- Volunteer Work: Technical mentor for Chicago youth technology initiatives (2021-present)
- Availability: 3 weeks notice
Job Market Insights
Market data and opportunities for
Service Delivery Manager
Job Market Insights
$98,000
-
$155,000
Avg:
$122,000
Growth Outlook:
The demand for Service Delivery Managers in the technology sector is growing rapidly, driven by the expansion of cloud services and the necessity for robust IT service management (ITSM) frameworks. Since the Bureau of Labor Statistics groups this role under Computer and Information Systems Managers, the outlook projects a 15% growth rate from 2024 to 2034, which is significantly faster than average. Organizations are heavily investing in digital services, cybersecurity, and SLA compliance, elevating the need for skilled professionals who can maintain service quality.
15% growth over 10 years (2024–2034)
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