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Adam Kelly
Service Director
Summary
A highly accomplished and results-oriented Service Director with over 10 years of experience in managing and directing large teams of service engineers. Demonstrated expertise in developing and implementing IT service delivery processes and procedures to enhance operational effectiveness and customer satisfaction. Proven ability to negotiate and manage service level agreements (SLAs) with key clients, ensuring alignment with business objectives. Possess a deep understanding of IT service delivery best practices, including Service Level Management (SLM), IT Service Management (ITSM), Six Sigma, Lean Management, Project Management, and Change Management. Committed to continuous improvement and optimization of service delivery, leveraging data analysis and collaboration with cross-functional teams.
Education
Master’s Degree in Computer Science
January 2019
Skills
- Service Level Management
- IT Service Management (ITSM)
- Six Sigma
- Lean Management
- Project Management
- Change Management
Work Experience
Service Director
- Provided expert technical guidance to internal and external stakeholders on IT service delivery best practices.
- Developed and delivered training programs to upskill service engineers on emerging technologies and service management methodologies.
- Monitored and analyzed service performance metrics to identify areas for improvement and optimize service delivery.
- Collaborated with crossfunctional teams to integrate IT services with business operations, ensuring seamless service delivery.
Service Director
- Managed and directed a team of 15+ service engineers, ensuring efficient delivery of IT support services to clients.
- Developed and implemented service delivery processes and procedures to enhance operational effectiveness and customer satisfaction.
- Led the implementation of a new ticketing system, reducing service request resolution time by 20%.
- Negotiated and managed service level agreements (SLAs) with key clients, ensuring alignment with business objectives.
Accomplishments
- Led team to achieve a 20% increase in customer satisfaction ratings through implementing process improvements and enhancing service level agreements
- Developed and implemented a new service delivery model that reduced service delivery time by 30%
- Established a comprehensive knowledge management system, facilitating faster problem resolution and improving firstcall resolution rates
- Developed and executed a customer loyalty program that increased repeat customer purchases by 15%
- Led a project to optimize service operations, resulting in a 10% reduction in service costs
Awards
- Service Director of the Year Award at the National Service Excellence Awards
- Bestinclass Award for Service Innovation from the International Service Management Institute
- Presidents Award for Outstanding Service Excellence at the Annual Leadership Conference
- Gold Medal Award for Service Excellence from the Customer Service Managers Association
Certificates
- ITIL Foundation
- ITIL Intermediate
- ITIL Master
- ISO 20000 Foundation
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How To Write Resume For Service Director
- Quantify your accomplishments using specific metrics and data points to demonstrate the impact of your work.
- Highlight your expertise in IT service delivery best practices, including SLM, ITSM, and Six Sigma, to showcase your knowledge and skills.
- Showcase your ability to manage and motivate teams, emphasizing your leadership and communication skills.
- Emphasize your commitment to continuous improvement and optimization, highlighting your drive to enhance service delivery.
Essential Experience Highlights for a Strong Service Director Resume
- Managed and directed a team of 15+ service engineers, providing leadership and guidance to ensure efficient delivery of IT support services to clients.
- Developed and implemented service delivery processes and procedures to enhance operational effectiveness and customer satisfaction, resulting in improved service quality and reduced operational costs.
- Led the implementation of a new ticketing system, reducing service request resolution time by 20%, streamlining service delivery and improving customer responsiveness.
- Negotiated and managed service level agreements (SLAs) with key clients, ensuring alignment with business objectives and meeting specific performance targets.
- Provided expert technical guidance to internal and external stakeholders on IT service delivery best practices, sharing knowledge and expertise to optimize service delivery and enhance IT operations.
- Developed and delivered training programs to upskill service engineers on emerging technologies and service management methodologies, ensuring the team remains up-to-date with industry trends and best practices.
- Monitored and analyzed service performance metrics to identify areas for improvement and optimize service delivery, utilizing data-driven insights to enhance service quality and customer satisfaction.
Frequently Asked Questions (FAQ’s) For Service Director
What are the key responsibilities of a Service Director?
The key responsibilities of a Service Director include managing and directing teams of service engineers, developing and implementing service delivery processes, negotiating and managing SLAs, providing technical guidance, and monitoring service performance.
What qualifications are required to become a Service Director?
Typically, a Master’s Degree in Computer Science or a related field, along with 10+ years of experience in IT service delivery management, are required to qualify for the role of a Service Director.
What are the career prospects for Service Directors?
Service Directors can advance to leadership positions within IT organizations, such as IT Operations Manager, IT Service Delivery Manager, or CIO. They may also pursue consulting roles or start their own businesses.
What are the challenges faced by Service Directors?
Service Directors may face challenges related to managing large teams, meeting customer expectations, staying up-to-date with emerging technologies, and ensuring service quality amidst changing business priorities.
What are the key skills required for Service Directors?
Service Directors require strong technical expertise in IT service delivery, as well as leadership, communication, negotiation, and analytical skills.
What is the average salary for Service Directors?
The average salary for Service Directors varies depending on experience, location, and company size, but it typically ranges between $120,000 and $180,000 per year.
What are the benefits of working as a Service Director?
Service Directors enjoy a rewarding career with opportunities for professional growth, leadership, and making a significant impact on the success of IT organizations.