Delivery Manager
Kaar Technologies
Total years of experience :21 years, 6 months
1. Strategic CRM Project to retain, and capture new customers in all segments to improve the Revenue and customer base in the Middle Eastern region with focus in the Public Sector market.
2. Collaboration with key stakeholders of project and business to align it with project plans.
3. Solution approach and moderating technical review meetings for optimization of deliverable components in CRM solutions and data migration.
4. Streamline and enhance the existing offshore delivery and support team for quality delivery meeting SLAs.
5. Assist Practice build activities from hiring, grooming, technical training and troubleshooting in escalated projects at the same time with Team building activities
6. Head the CRM LOB for strategic positioning to meet the market demands.
7. Acting as the central point of communication within the Service Delivery team.
8. Enforcing safety regulations.
9. Implementing effective performance management processes.
10. Creating stakeholder maps.
11. Reporting on service results.
12. Carrying out staff performance reviews.
13. Organizing appropriate training for staff members.
14. Overseeing managers working on client engagements within practice and strategic accounts.
15. Reviewing high-level deliverable across projects; demonstrate excellence in interacting with clients, managing client challenges and providing client solutions.
16. Implementing engagement review & quality assurance procedures in accordance with methodology to ensure profitable and execution of client engagements/projects as measured by goals & customer satisfaction.
17. Provide support to presales team for cost clearance, contract negotiations, technical proposal validations, project cost planning and capacity planning.
18. Control project costs, overhead, timelines, optimize resource utilization and planning
19. Implementing engagement review & quality assurance procedures in accordance with methodology to ensure profitable and execution of client engagements/projects as measured by goals & customer satisfaction.
20. Supporting business growth and development through the execution of company objectives, policies and programs.
21. Advising on all elements of delivery such as costing, planning, methodology, execution, technology, people management
Organization: Mahindra Consulting (Bristle Cone).
Designation: CRM Project Manager / Functional Lead
Project # 01 (Green Field Implementation)
Duration : Mar 2007 till Jun 2009
Client : Lupin Pharmaceuticals
Work Location : Mumbai, India.
Role : Functional Lead
Applications Implemented:
SAP Solution Manager 7.0
Job Responsibilities:
1. Complete End to End Implementation for Solution Manager.
2. Configuring the Support Desk for IT, Project Management and Change Request Management Process.
3. Designing and implementing SLA.
4. Work with Basis consultants to implement Early Watch Alert Functionality and Maintenance Optimizer.
5. Ensure the Quality Standards for the custom developments and enhancements
Project # 02
Client : ABB
Work Location : Bangalore, India.
: Napier, New Zealand.
Role : Project Manager
Project Type : Implementation
Applications Implemented
1. SAP CRM Sales
2. CRM Service Implementation as part of the ABB Global ERP Implementation.
Job Responsibilities:
1. Complete End to End Implementation for Service Processing Cycle using Service Order Management, Service Contract Management, In-House Repair and Warranty Management, Credit Memo Requests.
2. Installed Base Configuration and Implementation.
3. Customer Master Data Upload in ECC.
4. Tax Transaction Engine configuration.
Project # 03
Client : ABB
Work Location : Bangalore, India.
Role : Functional Lead
Project Type : SREMSC Support for the Asia Pacific Region - CRM Service
Job Responsibilities:
1. Post Go-Live Support for CRM Service Module for the Asia Pacific Region.
2. Reporting and monitoring team performance.
3. Monitoring system performance.
4. Monitoring the Middleware queues for data flow between ECC and CRM.
Project # 04
Client : ABB
Work Location : Bangalore, India.
Role : Functional Lead
Project Type : SREMSC Support for the Asia Pacific Region - CRM Service
Job Responsibilities:
1. Solution Blueprinting.
2. Configured Business Transaction Profiles which includes Status Profile, Action Profiles, Date Profiles.
3. Involved in the documentation of Business Processes.
4. Developed and maintained the Transaction Templates.
5. End User Training and Post Go live Support.