Snr. Service Delivery Manager
Hcl Technologies
Total years of experience :10 years, 6 Months
Managing end-to-end IT Service Delivery for a large prestigious US clients with resources spread across geographies.
Led Predictable Business Benefits by Continuous Service Improvement initiatives through automation, applying Lean methodologies - Annual savings of $ 1.5m for the Clients
Initiated and delivered Automation Efficiencies from 30% to >90% in the engagement thereby improving margins for the parent organization and best ROI for customer. Automations
Improved Customer Satisfaction Index from 87% to 95% for the supported engagements with focus on Lean, Six Sigma and Cloud migration efforts. No penalty paid to Clients in last 2 years.
Achieved 95% resource retention - Improved Employee Satisfaction Score from 1 to 3.75 in a span of few months.
Single Point-of-Contact for the Disaster Recovery Operations for the current engagement.
Responsible & Accountable for the Stakeholder Management & New Projects.
Managed yearly $25 million portfolio across Managed service and Staff Aug model.
Experience in the Request For Proposal process & Vendor Management
Implemented a Splunk Dashboard for Leadership view and for the teams to improve performance
Managed successful both internal & external audit reviews like SOX, KPMG audits.
Created & upskilled many leaders within the current engagment building a strong pipeline
Managed a team of around 50 data center resources spread across geographies managing IT operations.
Ensured in-house application team requests are well accommodated especially week-end releases.
Streamlined the CMDB for IT Assets by a massive clean-up exercise.
Conducted annual Disaster Recovery exercise between India & Singapore Data centers.
Responsible for Hiring & conducted Annual appraisals for employees.
Oracle Portal Migration for Hindustan Unilever Ltd & also supported major clients HDFC Bank, MTNL, Hutchisons, New India Assurance etc.
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