Service Delivery Manager
Future Pipe Industries
Total years of experience :20 years, 8 Months
• Playing a critical role in IT Service Delivery operations. Responsible
for overseeing daily activities of assignment & monitoring of tickets
to appropriate functional areas, ensuring users & business teams
receive the optimum support they require within the SLA.
• Ensure proactive coordination of Service Delivery activities
impacting more than 500+ users world- wide.
• Recruited, trained & led a team of 25+ personnel offshore & onsite
across various locations in Middle East & South-East Asia.
• Manage Agile software development projects & task using JIRA
tool.
• Implemented & enforced Scrum practices by conducting daily
stand-ups, facilitated continuous improvements, identified &
removed team impediments.
• Accountable for ensuring services are delivered in accordance
with agreed business requirements and managing the service
lifecycle - in conjunction with the AWS cloud service team.
• Successfully headed the ERP migration project with a team of
developers and consultants.
• Championed the development, implementation & continuous
improvement of IT Service Management (ITSM).
• Played a pivotal role in implementing ITIL Processes within the
Business Systems Team of the Future Pipe Group.
Managing all phases of Digital Transformation initiatives while
mentoring & motivating teams, setting Digital Strategy & manage
technology roadmaps and governance in the areas of RPA,
Automation and other digital technologies.
• Acting as a primary point of contact for escalation on system
outages and end user requirements to meet business objective
Assess plan for, manage & prioritize project risks, escalations, problem resolutions and appropriate strategic initiatives.
• Responsible for the management, planning & delivery of on-site and offshore IT management services.
• Worked within the departments alongside application developers and engineers for analysis and diagnosis of application errors.
• Develop and lead design/implementation of solutions.
• Managed automated system projects through all phases of the system development. Communicated & interacted with the manager & team on system maintenance & enhancements.
Performed troubleshooting, maintenance and optimization of BAAN ERP applications; also devised technical strategies.
*Served as Technical Solution Architect for the proposed technical enhancements across the ERP
* Established & configured ERP Modules and integrated them within the organizational platform
* Managed all the technical developments within Infor BAAN ERP that are assigned to the ERP Technical Specialists
* Engaged in designing interfaces and customizations within the Infor BAAN ERP
* Handled the migration of data from the legacy system to the Infor BAAN ERP during the implementation phase
* Looked after the designing, coding and unit/integration testing using standard methodologies, technology and tools
* Produced the client deliverables such as detailed design documentation, unit test plans and well documented code
* Offered flexible & high-performance support models that achieve the highest levels of customer satisfaction, end-user productivity and return on investment
B. Tech (Electronics Engineering) from Mumbai (India); secured 73 % marks and graduated in the year 2003
