Raghavendra Desai

IT DELIVERY MANAGER at VENTALYST BUSINESS SOLUTIONS AUSTRALIA

• My current job since January 2014

Lead all aspects of Service delivery - EUC, Service design, Service
catalogue, Incident/Problem/Change/Risk Managements
Lead the teams from due diligence to steady state Service Delivery phase
in Healthcare, Finance, Retail domains worth 5M & more.
Optimized work flows by reviewing the request fulfillment timelines, Supported
team SLAs and automation opportunities to improve customer experience during
On-boarding·
Conducted Process Adherence audits to measure the level of adoption of
ITIL Processes by Partners and IT Support organizations
Worked with stake holders to identify future service growth, catalog flow to
effectively plan the activities, optimize available time and resources, project
requirements to mobilize staff as required.
Responsible to Build, Operate and Transfer the key IT Service Management Process.
Lead the teams to bridge gap between Business needs and Technology
team capabilities, including co-ordination, timely delivery and governance.
Recommended use of tools and technology to enhance the level of services
and business notifications
Successfully lead the infrastructure projects including Data-center, Application
upgrades, cloud migration and End User management.
Also, drove Agile projects on Healthcare product development

IT DELIVERY MANAGER at IBM PVT LTD

• India
• August 2009 to December 2013

Successfully lead the teams within ITIL framework supporting customers from ANZ and
US Healthcare, Finance, Aviation, Retail domains worth 5M+ each or more.
Lead ANZ accounts including Myer, TruEnergy, EBS, ANZ.
Lead EUC teams, lean intiatives for all service lines within BU
Lead Service & Account teams to manage client value, business controls, assets,
data privacy compliance, cyber security incidents, Operation cost, quality,
productivity in coordination with Project Executive.
Lead Major incidents to transform burning accounts into Green.
Lead product development projects in healthcare, retail domains
Responsible for planning, designing, implementation, control & closure of the project.
Liaised with client's exec team to ensure engagement is on track & all milestones
are met.
Drove the Lean initiatives for successful implementation across all Global
delivery teams within APAC region.
Drove the Service Management & service fulfillment initiatives for the APAC
delivery
Drove Agile projects on Healthcare product development.
Technology used - JAVA, C++, .Net, Share Point, Salesforce, Office 365, MS
Project, Oracle, DB2, Agile Scrum, Azure, Shell scripts, SAP, AWS, DevOps.

SERVICE DELIVERY MANAGER

• May 2007 to March 2009

COGNIZANT TECHNOLOGY SOLUTIONS
Successfully lead the Project teams through Due diligence, knowledge
transition, shadow delivery and steady state Service Delivery phases.
Lead Command center(CC) teams with 24X7 support
Single point of contact for all healthcare customers for CC operations.
Lead all customer escalations, Initiated service improvements.
Responsible for Incident Management, Change, Business continuity &
Risk Management.
Drove the project successfully from due diligence to steady state Service
Delivery.
Technology used - Windows, Unix, Linux, Remedy, Exchange, LAN/WAN, Oracle,
Salesforce

SERVICE MANAGER

• November 2003 to April 2007