Service Delivery Manager
IBM
Total years of experience :24 years, 0 Months
Kesevan is Service Delivery Manager in IBM taking care of Infrastructure Service Delivery in AIA Berhad. In this role he leads 3 IPC Managers, working together with 17 SMEs from various Platforms and 15 System Operators. A Total of 20 years work experience with 9 Years of Project Management experience in Retail, Shipment, Chemical and Pharmaceutical Industries.
Specialities:
1. Effectively plan co-ordinate and meet deadlines of multiple projects.
2. Risk Mitigation and Management.
3. Change Management.
4. Agile Methodologies.
5. Responsible for overall Service Delivery commitments and Service Level agreement targets for Incident, Problem and Change.
6. Mentoring IPC transition to IBM China.
7. Work with Internal Audit to ensure compliance are met in all area of support and services.
8. Maintain Security and Compliance Policy.
9. Identify and communicate security protection goals and objectives with suitable measurement KPIs to support the business security requirements.
1) Decommissioning of servers right from Logical
Decommissioning to Physical server decommissioning.
2) Coordinating with Asset Management team and Hand & Eyes team to terminate the network connection to the servers, dismantling the servers from rack, and destroying the Hard Disk before disposing the servers.
3) Agile Project Management where conduct Scrum
Meetings to meet the objectives.
1) Responsible for coordinating the implementation of SAP business solutions.
2) Manage 2 SAP upgradation project SAP R/3 4.7 to ECC 6.
3) Manage SAP FI/CO Module upgrading.
4) SAP Helpdesk Manager (Manage the performance of Level 1 and Level 2 services & support to clients.)
5) Managed SAP WMS Implementation and SAP FI/CO bank integration.
1) Leading a team of 8 Service Desk Analysts.
2) Oversee the planning and implementation of
appropriate technology solutions for the Service Desk
function.
3) ITSM Best Practice for Service Desk team ensuring the team.
1) Provide technical and consulting services for Store
opening (New Stores)on network design and installation of IT Room (Server Room).
2) Prepare key suppliers, support teams and equipment estimates for project cost quotes for IT Director evaluation.
3) Work with vendor in building of Data Centre.
4) Vendor Management. • Negotiate rates and fees with Suppliers, and close deals.
1) Second Level Support for in house Store System.
2) Supervise System Integration Test for SAP system
mainly on SAP Master File, SAP Business Integration and SAP Batch Processing.
1) Manage and does hardware troubleshooting and repair.
2) Support Hardware such as Weighing Scales, IBM Servers, POS Machine, and Network Equipments such Routers and HUBS.