Senior. Service Operations Delivery Manager ( Managing SDM’s)
HP Inc
Total years of experience :14 years, 6 Months
Meeting Financial Aspire goals by effective planning of gross operational spent.
Manage Cost of Workforce and support vs. production resource cost ratio.
Lead & drive cost-saving initiatives without impacting delivery performance.
Monitor delivery compliance on industry standards - COPC.
Design & implement process maps to achieve consistency & predictability of
performance.
Lead cross-center initiatives on leveraging existing bandwidth & creating new
ones.
Run a ZERO-CAP (Corrective Action Plan) operations.
Driving a customer focused approach for all decisions across all levels.
Develop plans which encompass end-to-end delivery and ensure customer
ownership at all levels.
Direct large teams of managers & IC's across multiple locations.
Create Development plans for Managers to ready next line of successors. Mentor
them on additional skills & re-scoping roles.
Devise career development and growth path for IC's.
Driving people behavior to deliver with passion through strong engagement to
create encouraging work environment to retain talent.
Transition Consultant II
Implementation Team manages the migration of any HP Customer Support Desk
(IPG/PSG/ESS/ISS/CC/CM) from Region into GSCB (as part of GDI Strategy)
Lead multiple tracks for multiple Project Stream, for one or various towers.
Effectively track various Project Activities / maintain Risk and Mitigation Plan
/maintain Change Management Log as per Global Implementation Methodology.
Lead multi-functional Project team across one or multiple GSCB Delivery Tower(s).
Responsible and accountable for support, due diligence, negotiation and
transition/transformation planning.
Use Six Sigma + tools / rigor to drive Projects.
Projects Completed
A 300+ Seat HP INDIA region Business Process Transition Project
Project encompassed voice and non-voice business groups for IPG, (Printing),
PSG (Personal computing), and ISS (Servers)
Project rated among best transition within GSC-B GDI.
Manage exempt ICs and SMEs with accountability of Business results - key focus
areas - performance delivery, people management and support cost.
Planning, directing and monitoring of operational and tactical tasks of direct reports
(Support level 1, 1.5 and SMEs)
Monitor and recommend process enhancements with close
Alignment of business strategies and requirement within area of responsibility.
Plans hire up-skill and support development of direct staff.
Establish and maintain linkages with key stakeholders both internal and external.
Drive operational efficiencies to help enable meet and exceed KPI’s influencing
Customer, Employee, Operational and Financial metrics
Apply subject matter knowledge to help manage common and or complex business
and technical issues within established processes.
Responsible for operational reporting
Lead and managed GSC PSG POR to help achieve a favorable cost structure and
enhanced operational efficiency within PSG
Multiple Roles ;
Service Delivery Manager ( HP Imaging and Printing Group )
Supv Technical Support IV B
Manage exempt ICs and SMEs with accountability of Business results.
Drive operational efficiencies to help enable meet and exceed KPI’s influencing
Customer, Employee, Operational and Financial metrics
Apply subject matter knowledge to help manage common and or complex business
and technical issues within established processes.
Responsible for operational reporting
Team Leader (NA Consumer voice team 6J)
Drive operational efficiencies to help enable meet and exceed KPI’s influencing
Customer, Employee, and Operational KPI’s
Technical Specialist (GSC- Consumer Team 6J)
HP Consumer Americas
Role: Senior Helpdesk Engineer (Supervisor)/ Case Manager
Activities:
All Incoming Escalations
All Corporate Escalations
Responsible for set ling customer concerns, regardless of
Whether the issue is a quality or technical complaint
All product Buybacks and Replacements
Make quality process recommendations to HP.
Participated in weekly HP lead technical debriefs