Service Delivery Manager
Royal Mail Groups
Total years of experience :14 years, 7 Months
Offshore/Onshore) &
Business Domain Lead (Commercial/International & Central Function Systems
Professional Experience (Roles and Projects Undertaken)
Offshore Delivery Lead (Applications
Project Description:
•Mainframe PU is measured by MIPS (million instructions per second) which incurs huge cost to clients.
•Due to Legacy Nature of Mainframe applications the MIPS usage are usually uneven and there are always scope for optimization and improvement.
•By reconfiguring some of the Application settings on the Mainframe, it is possible to make the Applications use of MIPs more efficient. This reduces the amount charged as the total number of MIPs utilized is reduced. Workload balancing of Legacy load (by schedule and critical path amendments project) to make MIPS usage more even and better utilized.
Roles & Responsibilities:
•Participate in Application fine tuning activities especially SAS applications which are highly CPU and Storage intensive.
•Redesign SQL queries in SAS programs which access DB2 table with proper utilization of primary and secondary index.
•Converting data steps in SAS into Proc SQL which is more powerful and efficient method in modern SAS developments
•Participate in Work load balancing of SAS and COBOL-Db2 batches to distribute MIPS usage evenly across client business hours
•Involve in Coding, testing and Project implementation activities including early life support to monitor support issues and maintain application stability
Technology Used: SAS Base and Advance concepts, SAS Macro & JCL, SAS Access/Db2
Project Description:
•RMGTT Special Delivery® (SD) is Premium Flagship product for RMG which guarantees delivery by next working day or have the money back with compensation option up to 2500 GBP. RMG faced a challenge from POSTCOMM (RMG's regulator) that its Quality of Service (QofS) for SD was not performing up to acceptable level of 99 %. RMG had the to present its correct Yearly QofS figures failing which it could have faced penalty of Millions of Ponds and cancellation of license to operate within U.K..
•The project required to work collaboratively with RMG to identify the cause of discrepancy (past 1 year) in QofS calculation and device a permanent fix.It also required to build a new Audit Application for POSTCOM (Royal Mail's regulatory Body).
Roles & Responsibilities:
•Design and develop the QofS application for Royal Mail Special Delivery products.
•Engage with Client to define business logic and QofS exemptions.
•Translate the business requirement into technical specifications.
•Look into the data translation specification of PDA Hand Held scanning Devices and recommending changes in specification to rectify bugs in Data translation which was the major cause of incorrect QofS calculations.
•Analyze and design the changes to Data Translation Logic and RMGTT QofS calculation Suite.
•Coding the Data extraction and QoFS calculation function in SAS Base and SAS Macro
•Designing the module to map the QofS with Electronic Proof of Delivery Signatures.
•Develop audit instrument for POSTCOMM and RMG to give increased confidence level.
•Design a new application in .NET an audit instrument for POSTCOMM, that linked ePOD and QofS application to present signature image from Delivery Cards and QofS tag (this was done within one week)
•Design new mainframes batch Suite in SAS to feed this new application
•Re-run the past one year (FY 08-09 ) QofS reports after the permanent fix have been applied to QofS application Cache Sync Manager, including bug fixing was Part of full SDLC.
Real Time Scanning and Data Upload solution using MQ- CICS
Technology Used: SAS Base and Advance concepts, SAS Macro & JCL, SAS Access/Db2
Project Description:
•RMGTT (Royal Mail Group Track and Trace) application tracks almost real time scanning data for special delivery items with each item having seven positive scans
•The Royal Mail Tracking Detail File (TDF) is provided to deliver selected tracking information to customers in audit file format
•Some of the key RM clients using this reporting solutions are Amazon UK, Shop Direct, Next & British Gas
•The reports are used by RM clients to provide tracking information to the UK buyer's
•The Reports are produced three times a day and made available to individual customer mailboxes
Roles & Responsibilities:
•Interact with RM business users to understand the business requirements
•Convert the business requirement into functional and technical specifications
•Design and Develop the SAS modules to extract data from SAS and DB2 tables
•Design interface specification to send the report to BIG integration gateway
•Involve in all stages of project life cycle i.e. Build (Design & Coding, Unit Testing), System Integration testing and User Acceptance testing.
•Involved in project implementation activities with PM and client teams
Awarded with CSC President's Bronze Award for successful completion of the project
SCVER Program (Supply Chain Visibility Enterprise Reporting
Lead
Customer: Royal Mail Groups (UK)
Project Description:
•RMGTT is tracking and tracing system that provides the positive tracking through Royal Mail offices of Special Delivery, Recorded Delivery and International Priority Services items, and an enquiry facility for tracking these items. Management information reports are produced both centrally and locally at large sites.
•The RMGTT system is made up of a number of subsystems. Effectively a subsystem of RMGTT, Crosscheck is deployed to 95 sites, always in a secure locker, and mainly in Mail Centers and Offices Of Exchange (OEs). The devices currently used in the operations are LDTs, LRTs and more updated version (RMGTT Refresh, formerly STAR); this is the main input device for the system. Scanned data is uploaded to the RMGTT Mainframe system and the Cross Check system via the Unix Front End Processors (FEP)
Roles & Responsibilities:
•Managing the team and distributing the work among them as a Deputy Team Lead.
•Understanding the requirement from Clients and submitting estimate quote for projects and enhancement work..
•Providing production support from Offshore for the nightly batch jobs.
•Analysis, design and documentation of the Projects received from the client.
•Producing reports using SAS on client request for MIS reporting.
•Tasks related to Quality Control.
•Analyzing and resolving Service Requests.
•Maintaining a Client Satisfaction score of 4.0+ for all the projects delivered from Offshore.
Quality of Service Application
Project Description:
•FEP is the interface between RMGTT scanning infrastructure and mainframes. The data transmitted from the LDTs is received at one of three FEPs (Front End Processors). These FEPs receive data from the LDTs check that the files do not exceed the required length, if the files are larger than 16K they are split into a number of 16K files and transmitted to the mainframe via an LU6.2 connection. The 3 FEPs are located at Huthweith, Farnborough and Chesterfield.
•As part of CSC's contractual commitments, server infrastructure should be refreshed every 3 years, the Front End Processors (FEPs) that form part of the overall (Royal Mail Generic Track and Trace system (RMGTT) are now due to be refreshed.
•As part of the project the server was to be upgraded to new 64 bit Intel Itanium processor. For this all the application running on the server needs to be enhanced, recompiled and deployed without disturbing the live production traffic.
Roles & Responsibilities:
•Identifying all the Unix Scripts, C programs that would require enhancement to make it compatible in the new environment.
•Analyze and design the changes to the scripts and C programs.
•Perform full SDLC for the proposed changes in scripts and C programs.
•Prepare system Integration and Regression test plan.
•Prepare a final deployment plan which should take into that NO impact to production service is encountered.
•Tasks related to Quality Control.
•Manage the coordination activity with BT, Unix and other teams involved in this project.
Tracking Detail File - Audit Reporting
& Business Domain Lead
Postal & Tracking Service SME
Technical Lead for SAS Products
ITIL v3 Foundation Certified
SAS Base Certified
Service Transition
SAS Base, SAS Advanced, SAS Macro, SQL, SAS Analytics
Mainframe - COBOL
DB2, SQL, UNIX
Expertise
Reporting & Analytics using SAS and SPSS Tools
Design, Development and Execution of Service Delivery solutions and frameworks based on ITIL Standards
Domain SLA, KBF and KPI achievement / delivery
•Domain Service Delivery Management and Major Incident Management
•Domain KBF and Critical Application Management
•Domain Service risks and issues ownership
•Domain service continuity planning for in scope applications
•Service process oversight
•RMG Service Tower relationship management
•RMG Service Tower business intimacy
•Knowledge management
•Development and maintenance of Application Overview documents within Domain
•Domain Support Services finances / governance
•Domain / Tech Tower staffing and cost recovery
As a Business Domain Lead
•Responsible for Client (Business) intimacy and stakeholder management for the owned domain
•Accountable for the preparation of domain roadmaps including Client agreement
•Accountable for the Domain P&L for all sales and project delivery including Project billing accuracy and cost recovery
•Understanding of Support performance for the owned domain and supporting SDMs where required with support issues
•Responsible for Project inputs and preparation for the owned domain and achievement of associated KPI and SLA measures
•Responsible for the deployment and coordination of suitable trained resources in their area and for ongoing team management including team meetings
•Accountable for CSI/Remediation/Development prioritisation for the owned domain
•Prime escalation point for project risks and issues and is responsible for ensuring that a suitable resolution is found and/or escalating them in line with the contractual escalation process if necessary.
•Key business interface for project delivery and should ensure that the customer is kept fully informed of issues/progress and accountable for achievement of SLA measures
•Responsible for implementing project delivery governance and assurance in line with project delivery and service introduction processes within the Domain
•Ensure full commercial arrangements are in place, including work at risk where appropriate and approved for all assignments and projects.
•Development of best practice for domain delivery teams and awareness training in all account processes, utilising process SMEs as appropriate
•Responsible for any client-side consultants operating in their domain
Client Profile:
Royal Mail is the UK's designated Universal Postal Service Provider, supporting customers, businesses and communities across the country. We are the only company that has the capability to deliver a ‘one-price-goes-anywhere', six-days-a-week service on a range of letters and parcels to more than 29 million addresses across the UK. General Logistics Systems (GLS), our European parcels business, operates one of the largest ground-based, deferred parcel delivery networks in Europe.
Role & Responsibilities:
•Engaged with the Programme as offshore delivery lead.
•Technical Lead for SAS based applications and Postal Tracking SME
•Accountable for delivery of application services within agreed SLA's
•Reporting of service, including regular Service Review meetings, both to the customer and internally.
•Mitigating and solving escalations with urgency and determination.
•Implementation of Service Improvement Plan (SIP) as a part of Continual Service Improvement process.
•Relationship management with Technical teams and business partners and communication on major service outages/escalations.
•People management responsibility of offshore Mainframe application delivery team
Project Description:
•RM uses DB2 as a database for internet/intranet enquiries. Data should be available for enquiry in real time (15 min from time of scanning). However the old method of UNIX to Mainframes SNA connection were introducing 4-5hrs delay
•This project was a proposal from mainframe team (lead by myself) to introduce the MQ-CICS technology.
•The uniqueness of the design was introducing the concept of having 9 concurrent Data Load transactions being dynamically submitted based on the current data backlog at MQ hub. This was achieved by having a CICS-Monitor & Trigger program which would monitor the MQ depth continuously and submit the optimum number of Data load transaction.
•The other feature was to carefully design CICS syncpoint/Commit logic to avoid the infamous MQ loop and also prevent database locking as this database is also used for real time internet/intranet enquiry 24*7.
Roles & Responsibilities:
•Played the role of solution architect in designing the complete End to End solution and testing plan
•Analyze and design the CICS Monitor Trigger and MQ data load program
•Prepare system Integration and Regression test plan.
•Prepare a final deployment plan which should take into that NO impact to production service is encountered.
•Tasks related to Quality Control.
•Project management Role (Managing the task through Microsoft Project Planner
Third Party: Accenture
•SCVER programme was awarded to Accenture to build a Enterprise reporting service for Royal Mail for all its critical Tracking applications
•Accenture used Informatica tool to build ETL connecting to CSC's source database
•Royal Mail application like RMGTT & Tracked database was synced with Accenture ER database to accomplish various real-time reporting.
Roles & Responsibilities:
•Engage with Accenture to help them understand business and application function of Royal Mail Critical applications.
•Create Entity Relationship Diagram for DB2 tables.
•Design Interface specification for ETL process.
•Help Accenture to design SQL queries for extraction part of ETL process.
•Help Accenture to investigate and resolve data issues in Transformation and Load process.
•Help Accenture with functional and technical specification of various MIS and QofS reporting.
•Involve in Client meetings with Accenture to resolve ETL and reporting queries.
•Act as a Service integrator between Royal Mail and Accenture for critical client tracking services.