Senior Manager: Project Management and Service Delivery
vodafone
Total years of experience :19 years, 6 Months
** Daryl has moved to Vodafone from Cable & Wireless Worldwide post Vodafone acquisition to Cable & Wireless Worldwide
Designation - Senior Manager (Projects & Service Delivery)
• He is a Project Management & Service Delivery lead for the region with responsibility for a team of Project Managers & Service Delivery Managers who deliver on mobility based solutions- M2M and various managed enterprise and carrier solutions, Ethernet services, Hosted Contact Centers, MPLS, IP Voice Trunking, in regions across Asia, Middle East, Europe, Africa, USA & Australia by providing leadership and direction to the Project Management & Service Delivery Team within the region
• He renders support in RFP's and new business opportunities.
• He has been a part of the Core Integration Program of Cable and Wireless Worldwide and Vodafone for OSS/BSS migration & to streamline “Quote to Cash” process.
Achievements:
• Awarded for contribution towards “organizations India growth plan” for the year 2013-2014
• ‘Best New Customer Acquisition of the year’ award in Vodafone (April’14)
• Achieved an 'In Year Billed Revenue Growth' of more than 30% YoY, the highest among all large regions for the financial year 2013-14 through Early Delivery & Transition of High Value Complex Fixed Line Projects.
• Drive the end-to-end project delivery for multiple global customers that include initiation and early engagement, planning, designing and delivery kick off, executing and controlling, seamless transition and closing with greater optimization and increased margins.
• Deliver various managed enterprise and carrier solutions on Next Generation Platform, Ethernet services, Hosted Contact Centers, MPLS, IP Voice Trunking among many others in regions across Asia, Middle East, Europe, Africa, USA & Australia.
• Responsible for remote coordination of infrastructure implementation and integration involving liaison with domestic and international clientele, serving as point of contact for the customers and other stakeholders.
• Adopt Early Engagement model by means of tracking governance board approvals, technical solution and infrastructure feasibilities, customer delivery commitments.
• Plan and structure delivery by freezing the scope and change management, contracts closure, solution design finalization, user agreement testing, presales feasibilities closure and non-standard solution approvals
• Delivery kickoff with project initiation and project definition workshops with key internal and customer stakeholders.
• Chair weekly project status reviews with internal virtual teams and customers. Regular presentations to senior management and drive steering committee meetings with customer senior management.
• Chair steering meetings with provisioning teams, vendors and back offices for project tracking and control
• Responsible for seamless transition to operations, service readiness demonstration, customer UAT signoff, billing trigger and first bill acceptance, closure workshop with customer and project performance review with lessons learnt as part of knowledge management for the larger service delivery community.
• Responsible for Vendor Delivery Management for small to large scale projects working as the link between finance and vendors for delivery of products and services.
Achievements:
• ‘Star of the month’ award in CWW (Jan’12)
• ‘Best New Customer Acquisition of the year’ award in CWW. (May’12)
• ‘Best Project Manager of the year’ award in CWW (May’12)
• ‘Star of the month’ award in CWW (July’12)
• ‘Star of the month’ award in CWW (November’12)
• ‘Best Customer Service Transformation of the year’ award in CWW (May’13)
• ‘Best New Customer Acquisition of the year’ award in CWW (May’13)
Daryl was responsible for managing Customer Engagement with Global Enterprise and Carrier customers. He has rendered support in RFP's and New Opportunities and has played a key role in enhancing customer service experience. He has also played a key role in defining Service strategy in key accounts, Managing DIQ's, enhancing margin contribution and contract renewals. He used to interact with various functions to ensure service delivery & service assurance and regularly monitors TAT & Process adherence. He used to present the quarterly reports & other updates to the top executives & decision makers of the corporate clients during periodic review meetings thereby maintaining Business Relationships.
Achievements:
• ‘Best New Comer’ in CWW. (April’10)
• ‘Synergy Award’ for New Customer Acquisition in CWW. (Jan’11)
• ‘Best Service Support of the year’ award in CWW (April’11)
• ‘Best Service Manager of the year’ award in CWW (April’11)
• ‘Best Account of the year’ award in CWW (April’11)
Daryl was responsible for managing Customer Engagement with 25 Enterprise Accounts (Platinum & Global) each giving a minimum annual business of 15-20 Cr to Tata Communications. He interacted with various functions to ensure service delivery & service assurance and regularly monitors TAT & Process adherence. He presented the quarterly reports & other updates to the top executives & decision makers of the corporate clients during periodic review meetings. Some key achievements include- Provided leadership in driving & completing an all India project for Churning existing last miles from competition to Tata Communications network thereby increasing revenue by 10% & improving customer’s network stability.
Achievements:
• ‘Extra Mile award’ in Tata Communications. (Nov’08)
• ‘Extra Mile award’ in Tata Communications. (June’09)
• ‘Extra Mile award’ in Tata Communications. (August’09)
• ‘Synergy Award’ for generating incremental revenue in Tata Communications. (November’09)
Daryl was responsible for Sales, Operations, Promotions of Wireless Emailing solution named BlackBerry, Wireless PCMCIA Data Card and Airtel Easy Mail in the assigned Territory by building a team of Sales Executives who used to generate prospective leads by cold calling & account mapping that led to record sales.
He used to meet with Prospective Customers, track, analyze, understand their requirements and convert them to tailored solutions based on available services. This required decision-making and making presentations with mid and senior level management and generate Business.
He used to Identify, Formulate and Implement tactical Sales strategies to enhance, expand business opportunities and increase revenue thereby balancing firm’s objectives. He used to conduct research in competitor’s products/services and take proactive steps to enhance our business and reduce competitor threat was required.
He used to train the Zonal heads and their Team, by conducting training programs about new products (BlackBerry/Data Card/Airtel Easy Mail) launched by Airtel.
He used to manage change and working closely with Research In Motion (Canada) to create value.
Achievements:
• Saathi Award’ in Bharti Airtel Ltd for “Highest Net Additions of Blackberry in the Country”. (May’06)
• ‘High Achiever Award’ in Bharti Airtel Ltd for “Top Performance in BlackBerry”. (July’06)
Daryl was responsible for all aspects of marketing, designing & onsite commissioning of Micro controllers. He used to coordinate the service activities at the sites that are under guarantee or AMC to the Director-Technical.
He used to brief the site supervisor for the job and keep a check on the site activities. The job included planning the appropriate controller, sensor, actuator and valve selection.
He used to Generate Reports of prospects for future follow up.
He used to provide inputs for ordering the materials from vendors as required.