service delivery manager
Capgemini India Pvt. Ltd
Total years of experience :12 years, 1 Months
Own and resolved issues impacting operational performance and strategic execution.
•Steered User satisfaction discussions. Identified and communicated factors impacting user satisfaction to the team.
•Ensured a collaborative work environment by addressing the needs of many different stakeholders such as Vendors, Clients and management team members.
•Contributed to planning the overall client relationship strategy, concentrating on cost reduction and service improvement.
•Acted as a single point of contact for all service and contract related issues. Ensured timely delivery of all in scope services to the client in accordance with the contract and with the appropriate quality.
•Ensured focus on Operational and strategic indicators such as SLA and KPI resulting in resolution of long pending issues as well as increase in quarterly KPI scores.
•Increased process efficiency and effectiveness by identifying and eradicating redundant and wasteful processes and reduced turnaround times.
•Active contribution to Governance, Risk management and compliance (GRC) activities by preparing and participating in Audits, conducting risk assessment and creating risk mitigation plans.
•Successfully managed teams spread across onshore and offshore locations. Ensured capable people management by keeping a close relationship with the project team members.
•Provided Operational and strategic reporting and highlight any developments related to service level reporting such as availability and adherence to SLA’s
Teleperformance Digital Integrated Business Service (D.I.B.S.)
Interface and Single point of contact for any communications between client and organization
•Steering the service review meetings and Monthly Business Reviews with clients
•Monitoring, controlling and ensuring systems, methodologies and procedures are in place and followed
•Accountable for the quality of Service and performance, ensuring future demand for growth and projects is understood and factored into capacity plans for all allocated systems
•Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities as and when required.
•Working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
Service Assurance/Incident Management:
•Complete ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
•Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes and accurate reporting and establishing service improvement activities as and when required
•Maintaining high performing service support functions including IT Service Desk, Desktop Support and VIP Support
•Effectively delivering/managing Staff including recruitment, mentoring, training, target setting and performance
•assessment
•Daily Floor walks for On-going Issues and concerns to be highlighted in order to avoid Long pending tasks
Technical:
•Leading the Desktop Management Team to continually improve the Desktop Computing Environment
•Managing the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security
•Ensuring that patching and anti-virus updates are carried out promptly and effectively
•Working with the Technical Design team to evolve standards for hardware, software and security in the desktop environment
Achievements:
Successful coordination of a critical Banking clients Network update which was to be done without impacting BAU of 2000 plus resources
•Appreciated for successfully coordinating the VLAN segregation activity and component failover testing of core network devices
•Appreciated for successfully coordinating the rack re-dressing and switch port optimization across all hub rooms in the Mumbai location
•Successfully coordinated the DC migration from old Co-Los to the new carrier hotels
•Responsible for all Project Ramp-up’s and Migrations
•Streamlined the ITIL processes and introduced tiered escalation interfaces with each account
•SPOC for all process and to maintain the Quality of IT Deliverables by involvement in Audits and OPS Team meetings
•Working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Responsibilities:
Team building:
•Motivate, delegates help and develop team members / leadership team achieve high team performance.
•Groom team members to be self-motivated individuals who are able to add value to a team.
•Empower resources with knowledge and training sessions and delegate responsibilities to make them capable leaders.
•Consult team leaders and senior management on Performance reviews.
Operational:
•Identify clear action items, owners and timelines that will help improving quality of the support desk
•Maximize service availability by reviewing and optimizing schedule and Roster for the Team to ensure 24/7 coverage
•Review Weekly/Monthly Review Presentations before they are sent out for senior management review.
•Control on operational performance by maintaining weekly and monthly SLA tracking
•Foster a culture of accountability in the team to complete all tasks within their SLA and reduce the instance of escalations
Continuous improvement Projects and initiatives
•Driving Process Improvement projects to increase FCR (First call resolution) and customer satisfaction.
•Custodian of the Knowledge Base and ensuring that its always updated and backed up
•Move more issues from an escalation trend towards an FCR (First call resolution) trend
•Maintaining a central source of information enabling the Help Desk team to recover outages with minimal disruption to expected service levels
Business continuity
•Worked across all departments to identify critical business functions and assign criticality to them, create a recovery point as well as recovery time objective for them.
•Review recovery plan document for completeness in Purpose, scope and objective. Provide inputs for any assumptions and likely scenarios to make a comprehensive Recovery plan document.
•Ensure creation and regular updating of call trees.
•Lead the continuity planning and communication for the following BCP events
•Vardah cyclone in Tamilnadu - Dec 2016
•Demise of CM Jayalalitha - Dec 2016
•Jallikattu Protests - Jan 2017
Other Responsibilities
•Planning strategies to minimize attrition & absenteeism before they become issues.
•Interface with clients, technology and insightfully promoting a positive image of the department
IKS Health
Team Leader - IT Helpdesk Sep’08 to Sep’16
As the IT helpdesk Team leader I managed the setup of new clinics and their migration to new infrastructure. Negotiating with vendors to maximise profit and utility across territories and be a single point of escalation for all clinics across the U.S.A.
Responsibilities:
•Gathered quotes from vendors and performed vendor comparison for large purchases (above USD 500) for Phone services and internet network.
•Performed cost reduction exercises such as inventory verification, Inventory control, comparing quotes from different vendors for any new purchases
•Co-ordinated monthly meetings with the vendors to discuss issues highlighted by senior management
•Performed invoice verification before invoices are sent to accounts team for payment.
•Co-ordinated the ICT setup for clinics that are newly set-up, relocation or closure.
•Planned and co-ordinated the upgrade of clinics with obsolete ICT infrastructure.
•Created phase wise schedule of software rollout and created software documentation for the same
•Identifying teething issues during initial rollouts and incorporated the lessons learnt from them into future roll outs.
•Managed the communication and resolution of parent tickets to closure
•Performed in-depth data analysis and forecast to maintain and improve the performance of key Service Level Agreement (SLA) metrics to meet and exceed customer satisfaction.
•Interfaced with management to update them about the team’s performance as well as provide value adds to help in decision making
•User migration from Windows 2003 server to Windows 2008 R2
•Designed, developed and implemented an effective, integrated training plan
•Provided balanced feedback during performance appraisal.
•Creation new hire requisition and liaise with HR for their recruitment, conduct interviews for open positions and oversee their training.
Highlights:
•Achieved cost reduction by performing inventory control exercise across all clinics
•Received recognition as the top 20% performer for 4 years
Received appreciation from clients for successful user migration of published desktops from Windows 2003 server to Windows 2008 R2
•Overseen successful migration of all zones to a common billing system from earlier fragmented systems.
•Created detailed documentation and ‘How to’ guides for training team members
•Created easy to follow FAQ’s for end users which helped in reducing turnaround time (TAT) for those cases
My Role in Sutherland involved training fresh recruits with regards to process and making them aware of the Tools, Methods and procedures needed to excel in the process. Gauging the performance of these new recruits on various parameters such as Adherence to tools, Quality of calls taken by the agents also provide them with the coaching that they need in order to excel on calls and generate positive C-SAT’s.
•Mentoring fresher’s on correct call procedures, coaching agents for achieving higher adherence and resolution rates thereby increasing positive surveys.
•Mentoring agents towards achieving and excelling at their KRA’s as set by the organization.
•Have been a part of Conference calls with the client after identifying dead end issues and researching answers to resolve them.
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