prince راجو

Service Delivery Head في BCT

• الهند - تشيناي
• أشغل هذه الوظيفة منذ ديسمبر 2016

SYNOPSIS
Masters in Computers having 15+ years of experience in the IT/ES sector- Service Delivery, Technical
support/Round the Clock Production support, Customer support/Development(S/w).

Worked in Managerial positions with line managers, business analysts, architects, analysts and
developers direct reporting.

Single Point of contact(SPOC) for customer, Client Facing role across North America, Europe, APAC,
Middle East, Africa and French regions ensuring customer satisfaction, maintaining relationship
between the client and delivery team by keeping commitments, providing timely follow-up, and giving
accurate assistance.

Expert in Transitions & Transformations across engagements in BFSI, Retail, Health care and Digital
space with a proven track record of Cost of Delivery for Continuous Improvement.

Utilizing the ITIL framework to achieve success and measuring operational efficiency using Zachman
Framework.

Hands on Technologies like Digital space, SAP ERP, Dev Ops, Agile, IoT, Master Data Management,
Enterprise Infrastructure, Web Hosting, Risk, Quality Systems, BOT Developments, Cloud AWS, MEAN
Stack, RPA - UiPath, IBM Watson, SEO, Windows server, Oracle, Webspehere, Remedy, Service Now, Jira,
SQL server, Linux, Java, J2EE, Omni Channel, Web/Native/Hybrid App development etc.

Ensuring compliance with the functional budgets (Capex/Opex) by planning, forecasting and budgeting.

Excellent in People Management which includes Attrition, Retention, Employee Engagement & Career
Development, C-SAT and E-SAT.
CORE STRENGTHS
Application Support
Production Support 24x7
Application Monitoring
Transitions & Transformation
Technical Support/Customer support
Project Management
Operations management
Client Relationship Management
Project Execution/Management
People Management
ITIL practice in IT Operations world
ISO Audits compliances
Agile / Waterfall methodologies
Presales & Bid Management
EMPLOYMENT CHRONICLE- 15+ YEARS’ EXPERIENCE
Service Delivery Head - Dec 2016 US MNC Consulting.

Delivery Head for North America and APAC regions for various support & development Projects which
includes Application support, Production support, Infrastructure and Application Monitoring.
Product Delivery Ownership for Development, Support and Enterprise Cloud Infrastructure Support for
North America, APAC, Middle East and Europe region Clients.
Digitalize business and technology for North America and APAC Financial Institutions, Reward programs &
Offshore outsourcing.
Significantly contributed in executing the Program to provide a solid Delivery Platform in India with key
aspects like establishing structures for process, product & domain knowledge management, training,
recruitment, key resource identification and retention plans.
Managing team of approximately 40 People which includes Managers, Team lead and L1, L2 & L3
Engineers (Including Incident Managers & Change Managers.)
Provide high level customer satisfaction to customers while responding to customer support issue.
Ensure customer satisfaction by keeping commitments and providing timely follow-up whenever required.
Involved in senior management Reviews (SMR) and ensuring and highlighting oversee service delivery,
customer experience, service improvements, quality, periodic service performance review.
Available for leadership guidance to next level managers to ensure that the organizations goals are
achieved.
Managing overall escalations, responding with a sense of urgency in alignment with the functional
managers.
Presenting all Quarterly & monthly management status reports with all justifications if applicable.
Managing all kind of Transformation & Transition for the regions.
Ensuring the functional budgets (Capex/Opex) by planning and forecasting.