ITIL Expert Service Delivery Manager - IT Service Desk
IBM India Pvt Ltd
Total years of experience :2 years, 9 Months
SENIOR MANAGER - Service Delivery
IBM INDIA PVT LTD- SO & Portfolio
CORE COMPETENCIES IN ROLE
I. OPERATIONS MANAGEMENT
Manage all independent processes to ensure delivery on all client SLAs, KPIs & Value adds and drive the entire process to cater to large-scale Change Management.
Supervise Managers and AM’s and DM’s from all functional domains including Operations, Quality, Workflow (Planning &
MIS), Training.
Consistently meet predetermined metrics to achieve business objectives and customer SLAs and resolve problem situations as a final point of escalation.
II. FINANCIAL MANAGEMENT
Controlling account GP margins through optimized service delivery, steering company growth & efficiency.
Driving cost optimization to bring economies of scales where by improving the overall P & L Management.
Driving efficiencies within business through levers like Productivity enhancements, resource pooling
Tracking the revenue status at a monthly level and ensure that the account is profitable from all delivery
Aspects.
III. PEOPLE MANAGEMENT
Ensure timely preparation and review of goals and development plans for direct reports.
Work closely on the Career pathing & success planning of the direct reports and ensuring role enhancements.
Ensure accurate handling and completion of progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to SDMs
Ensure best practice sharing across locations to enhance performance and smoother delivery challenges.
Degree and Date Institute Major and Specialization BSc - 2003 Mumbai University Botany Assignments The details of the various assignments that I have handled are listed here, in chronological order. Project Leading Telco - Service Delivery Manager - IT Service Desk Client Leading Telco
Period December 2013 till date Location Onsite: Pune Description Providing IT Support routed through an Organised Centralised Tech Support Model. Role • Primarily managing the ServiceDesk at IBM for one of the reputed Telco's in India. • Cost Savings/Optimization of 10% compared to previous year. • Comprehensive tracking of the Miscellaneous cost like Transport and working towards ensuring reduction of the same in the accounts being managed • Drive Projects/Initiatives within the account/lob that impacts the business efficiencies / cost Growth • Driving Organic growth (Adding headcount through new/farming opportunities within the current project) • Ensuring the overall attrition for the span is less than or equal to 2.5% • Managing Effective Client Relationship Management: To be gauged through feedbacks Solution Environment 24x7 Helpdesk Tools Ticketing tools etc. Project Share Broking Company - TechSupport ( EUS - Service Desk) Client IIFL