ResumeProof

Role vocabulary

ATS resume keywords for IT Service Delivery and Service Management

These are the 32 terms our scorer checks a IT Service Delivery and Service Management resume against. It is the same list the free check uses, published in full.

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The vocabulary

Coverage is 25 of the 100 points. Sixty percent of this list is full marks, so you do not need all of it, and stuffing every term in is penalised separately.

  • service delivery
  • service delivery manager
  • service management
  • itil
  • itsm
  • sla
  • kpi
  • service level management
  • incident management
  • problem management
  • change management
  • major incident
  • servicenow
  • cab
  • service improvement
  • continual improvement
  • governance
  • operational readiness
  • service transition
  • vendor management
  • client relationship
  • escalation management
  • service reporting
  • availability management
  • capacity management
  • cobit
  • it audit
  • iso 20000
  • stakeholder management
  • hypercare
  • run book
  • service review

The eight questions for IT Service Delivery and Service Management

The guided builder asks these, in this order, and turns each answer into a line on the page. Nothing is written that you did not type.

  1. 1.How many services, applications or clients do you manage delivery for?
  2. 2.What service level or availability did you deliver, and what was it before?
  3. 3.How many incidents, changes or requests does your service handle in a month?
  4. 4.How many people, vendors or support teams do you coordinate?
  5. 5.Which frameworks and tools do you work with, such as ITIL or ServiceNow?
  6. 6.What service improvement have you delivered, and what did it change?
  7. 7.Which transitions or go lives have you led into service, and how many?
  8. 8.Which audits, governance reviews or reports do you own?
Answer them and see your score before paying

Words are the easy half

A resume can carry every term above and still be rejected, because coverage says what you know and nothing about what you delivered. The heaviest category on the rubric is evidence: how many of your bullets carry an actual figure.

Seven in ten is full marks. Most resumes we see manage two.

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