Service Delivery Manager
Capgemini India Ltd
Total years of experience :29 years, 6 Months
Key Result Areas
Implementing and monitoring procedures, on-going support and performance tuning; controlling migration of
programs, database changes, reference data changes and menu changes through the development life cycle
Playing a key role in managing:
o Providing prompt post implementation support and meeting deadlines and TAT without compromising quality
norms and adhering to SLA
o Understanding & coordinating client’s needs / enhancements, customization, software related issues and providing
solutions in adherence to delivery schedules
Spearheading staffing, resource deployment and recruitment of candidates
Managing application support requests per SLA and coordinates functions to deliver within agreed timescales
Leading end-to-end roll out/ release management consisting solution design, configuration, development, deployment
and post go live support
Directing change management, break fixes management and light customization management
Formulating reports from SAP using SAP queries and Crystal Reports
Steering a team of 15 to 57 employees and providing training& grooming to new employees as per the requirement
Participating in initiatives like Lean, Six Sigma and Kaizen, Industrialization and setting up factory for SAP support
Significant Accomplishment
Received the recognition from the major client for effectively supporting and accomplishing their business expansion
by participating in new implementations for their newly expanded businesses