Delivery Leader (GM) - Multi Cloud Managed Services
IBM Global Services India Pvt. Ltd
مجموع سنوات الخبرة :27 years, 10 أشهر
IBM Global Services India Pvt. Ltd.\[July’14 - till date\]
Working as Delivery Project Leader for financial account, my key responsibilities are to Manage and ensure delivery management and CSAT, viz. People Management, Vendor Management, Financial Management, Operational Management, Business Development and to establish best practices and processes.
Responsible for ensuring the day-to-day management of the Operations, which includes communicating priorities, adherence to policies and procedures, training and execution of strategies.
Derive productivity gains by defining the scope of the project, constructing the project structure, defining the team members’ role, plan for project staffing and defining the statement of work.
End to End Delivery responsibility for the account
Business Controls/Compliance responsibility for account
To drive Business development, RFS, Cost recovery & Scorecard performance and monitoring
Team management - Try to keep the moral high of the team. Provides them backend support.
Continual improvement - Analyze existing processes and identify gaps and opportunities for cost /or quality improvements.
Governance - Reviewing Weekly/Monthly Quality Reports
I was primarily responsible for:
•IT Service management based on ITIL best practices
•Remote Infrastructure management for Incident, Problem, Change, Release, & Availability Management.
•Talent Management & Competency building & development
•P&L Management
•Services integration Management- Service Desk, Incident Management, Problem Management Service Delivery, Transition Management
•Thrive in independent and collaborative work environment, Transition & transformation Management.
•Manage a team of 700+ and 26 Operation Managers & 3 up line managers
•Part of Large Deals for strategic level engagement from Service Management Program perspective
IBM India Pvt Ltd.
Security and Compliance Leader - DC BLR Jan’11 to April’13
Responsible for information Security & Compliance, audit management. Show personal interest in Building & Developing the Security and Compliance team from scratch in Delivery center. Team includes S&C SME & auditors across DC India. Accountable for meeting compliance posture green for support accounts & Customer Satisfaction
•Responsible for 100% success in Audit rating
•Establishing Security & Compliance Governance system
•Present & Conduct periodic Management Reviews/Dashboards on the current program and client issues.
Achievements: Build & Delivered 100% Success in All Corp Audits for Delivery center BLR. ( Think, Preparing and Rehearsing
Responsible for the Global Technical Support and strategy ( Unix & Intel Enterprise Support), Lead a team of 140+ highly skilled System Administrators and Tech support Managers to provide Multi vendor Server(Unix and Intel) Support to all IBM Strategic Outsourced deals cutting across EMEA and America’s Geographies in 24x7 operations. Team includes System Administrators & Technology SME’s. Accountable for meeting Operational and Functional Excellence, CSAT and People Management goals of the Services delivery Organization,
Responsible and Accountable for the overall Remote Infrastructure Server support management of multiple Accounts/projects directed toward organizational objectives.
Build credibility, establish rapport and maintain communication with Stakeholders at multiple levels including those external to organization
People Mgmt : Coach, Mentor and Build technical team and Operation Managers
Present & Conduct periodic Management Reviews/Dashboards on the current program and client issues
Manage a team of 150 and 8 Technical Support Managers
IBM Global Delivery Center
Transition & Transformation - Responsible for Transitioning & deploying SDM’s( Account Service Managers) across all accounts delivery center India. Responsibilities included planning, hiring, deploying, setting up the management system, managing the SDM community and regular performance review of both, the account and the individuals SDM’s. Led a team of 55 SDM’s covering AP, EMEA and US region. Led Customer facing relationship between IBM India and SO Commercial Accounts with confidence, an aggressive yet tactful personality, credibility and high integrity, coupled with excellent work ethic.
•Account Management responsibility for exceeding client satisfaction targets, building and leveraging business relationship, cost management and profit achievement and incremental revenue growth.
•The above services included the business strategies and deployment plans, delivery and developing the appropriate delivery guides and training where needed.
•Talent Management : Managed team of 150+ Team members which includes SDM, Project Managers, Operation Managers and Specialists.
•Work with Global diverse delivery teams in a matrix managed environment, both internal and external.
•P&L Management : Hold financial responsibilities for IBM for this project including Revenue, utilization, margins and implementation budget. (Had saving of 9 Mn$ Delivery efficiency saving, by SDM Optimization and GR movement to GDC India)
Strategic outsourcing Accounts of IBM in South India.
•IMS delivery Management, CSAT and Account relationship management
•Talent Management
•P&L Management
•Pre-sales, Solutioning and Deliver Assurance Management
OEM Export
Work Profile:
•Overall responsible for Service Business and Support operations in AP state for all Wipro products.
•Managed team of 75 Team members which includes Technical Managers, Sr, Engineers and Specialists.
•Was responsible for achieving Service Revenue Targets for the region
•Provide technical and managerial leadership to technical team and Customer.
•Proposing and Implementing selected Tactical enhancements for the Infrastructure and provide long term recommendations for growth plans.
•Updating Head Office on various issues related to Revenue, Customer Sat from time to time.
•Managing Customer Relationship and meeting major Customer account stake holders from time to time
Managing Canon Range of Color Copiers and Digital Equipments. Was instrumental in Setting up Service Channel partners in Karnataka
Started carrier as CSE, providing Technical support of IT peripherals like - UPS, Printers, Storage Tape drives etc
Bachelors in Information Technology Master in Business Management : HR