Delivery Project Executive
IBM India Pvt Ltd
Total years of experience :17 years, 3 Months
Delivery Project Executive - Service Availability Manager.
Act as an ITIL consultant and Global Lead for ISM Tool (SCCD), manage process related documentation on Service Management and align to ITIL methodologies.
Own the ITSM Tool (Smart Cloud Control Desk/Maximo/TSRM) and Manage service delivery using an evidence informed approach to improve outcomes for clients and show strong Leadership.
As a Process Owner for IBM IGA internal ISM Tool - Responsible for key outcomes/metrics on Incident, Change and Problem Management.
Work closely with the Application Support and Delivery Teams to develop and identify business opportunities, requirements, the scope of work, and provide direction to technical team members.
Ensure Security and Data Compliance through QEV and CBN (Quarterly Employee Validations and Continued Business Needs) validations through Primary Controls and Secondary Controls Security Teams.
Monitors system change requests and development projects to ensure that the implemented changes are effective and in accordance with the established priorities and standards.
Perform status reporting to the client executives through dashboard presentations.
Acts as an Owner and Manages the change control process and when needed to make process changes and to provide additional services as requested.
Control the Process ownership and governance processes. This role covers many areas and is focused on providing information, responses and resolutions to User inquiries, issues and problems.
Responsible for the creation and delivery of the monthly status reports and conducts regular meetings with the customer’s management team.
Responsibility for compliance of SLAs (KPIs, OLAs), as a IBM IGA standards as per ISM.
Continuous efficiency increase, project expenses reduction as well as optimization of the utilization of the involved center organization. Integration in IBM-wide organization.
liaising extensively with external or internal clients;
Maintain and document requirements, assess Project risks to data, software and hardware, and develop policies, procedures and contingency plans to minimize the effects of security breaches.
Identify Risks and ensure quality assurance on Service Delivery and implement policies and procedures to maximize the efficiency, effectiveness and overall quality Application Support and Maintenance systems.
Ensure service related documentation is accurate and kept up-to-date at all times.
Regular compliance and vulnerability checks across geographies and report deviations to concerned Teams and align accordingly.
Coordinate and participate in monitoring, review and auditing processes related to service delivery.
Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services.
Provide an effective on-call response service, as appropriate, supplemented by appropriately qualified team members as required.
o Responsible for providing leadership and direction during incidents, maintaining an overall incident perspective and ensure the Incident Management processes are followed by all colleagues.
o Lead resources in the development and execution of restoration plans for system issues and outages from incident initiation through closure, bringing in additional resources and managing handoffs as needed.
o Ensure that incidents are moved effectively through first and second level support. This includes working with the Service Desk to identify trends and areas where service availability improvements could be made.
o Support the effective implementation of an Incident Management process as well as Root Cause Analysis processes, providing guidelines, templates and reporting. In addition, conduct Post Incident Reviews (PIRs).
o Assist in developing operating and capital budgets.
o Monitor and control expense according to allotted budget.
o Assist in interviewing, recruiting and training candidates.
o Manage work assignment and allocation for staff.
o Conduct performance review and provide performance feedback to staff.
o Maintain accurate and clear documentation for operational procedures and activities.
o Work in compliance with company policies and procedures.
o Ensure team follows standard operating procedures for all operational functions.
o Conduct regular meetings with team to discuss about issues, concerns, updates etc.
o Support operational risk and audit process for the purpose of preventive maintenance.
• Primarily responsible for evaluating processes and methods used in existing Accenture service management and proposes modifications based on ITIL standards.
• Serve as a liaison and facilitator between all business units to assist in addressing and resolving IT Service Management issues.
• Request system changes or new systems to meet Client requirement.
• Write technical procedures and documentation for the applications including operations, user guide, etc.
• Apply a structured change management approach and methodology for the people side change caused by projects and change efforts.
• Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
• Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.
• Work with project teams to integrate change management activities into the overall project plan. Represent Accenture with end to end Service Management standards to the Client.
• Identifying improvement areas for Process Stability and Process Capability.
• Provide analysis of the fault and apply an immediate fix where possible.
o SLA Management, Service Management & Shift Lead Management
o Continuous Improvement Program, Service Introduction & Run Entry Framework (REF)
o Reporting, SOW Coordination, Client Executive Reporting, Resource Administration, Shift Lead Management, IVR Management, Quality Reporting, Continuous Improvement
o Define and maintain process standards by providing a framework to establish standard performance measures based on program goals and objectives and providing tools and templates to achieve this.
o Present monthly reports on performance as requested by the Client Delivery Teams - Onshore.
o Enterprise Content & Information Management
o Business Application Management
o Staff Augmentation
o liaising extensively with external or internal clients;
o Analyzing clients' existing systems and business models;
o Mapping and documenting interfaces between legacy and new systems;
o Understanding software development lifecycle;
o Translating client requirements into highly specified project briefs;
o Conducting requirements analysis and preparing specific proposals for modified or replacement systems;
o Producing project feasibility and costing report;
o Presenting proposals to clients;
o Working closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction;
o Ensuring that budgets are adhered to and deadlines met;
o Drawing up, supervising and documenting testing schedule for complete system;
o Overseeing implementation of a new system including data migration;
o Planning and working flexibly to deadlines;
o Supporting users on change control and system updates;
o Providing training and user manuals to users of a new system;