Senior Program Manager
ServiceNow
مجموع سنوات الخبرة :23 years, 11 أشهر
Manage the execution of complex change projects (Development, Automation, Infrastructure & Transformation) in terms of money, time, quality,
organization and information and ensure that the objectives, deliverables and milestones are met
∞ Plan and manage a large program consisting of multiple complex projects. Drive delivery of project work through other project managers
∞ Partner with the program sponsor and stakeholders to define the program roadmap.
∞ Understand and evangelize program’s strategy and its benefits for the organization
∞ Apply analysis based on in-depth research and interpretive thinking. Evaluate & recommend solutions from various options.
∞ Lead program team and deliver strategic value. Collaborate across organization with senior stakeholders & other program managers.
∞ Communicate effectively to inform and influence your intended audiences. Proactively network with relevant stakeholders across ServiceNow to advocate for
the needs and success of program.
∞ Managing, leading, governing and delivering transformations and large capital projects within DSM in area of Shared Services for Purchasing, Finance, IT and HR on global scale in the areas of Transformation, Transition, Automation & Digital in terms of money, time, quality, organization and information and ensure that the objectives, deliverables and milestones are met
∞ Lead a team of 8 including Project Managers & Assistant Project Managers
∞ Be an interface & working with both onshore & offshore stakeholders, senior leaders & SDU (Finance, Procurement & HRO) heads.
∞ Responsible for the overall development life cycle of the solution and manage multi-release multi-complexity projects.
∞ Accountable for the overall delivery for the product / application - ensuring quality of code and adherence to committed timelines.
∞ Work with Product Owners in understanding the business roadmap and help develop compelling capabilities that helps them succeed in their business goals.
∞ Define business initiatives and split them into projects on a Projects Roadmap
∞ Collaborate with Product owner (Scope, Time) & Agile Manager/Scrum Master (Release & Sprint Planning)
∞ Owner of the Release & responsible for successful Release
∞ Headed the Global PMO department & handling a team of 10 including Project Mangers, Assistant Project Mangers & Project Coordinators
∞ Program management of multi team initiatives, partnering with business sponsors and managing project delivery across business, corporate functions, internal IT, third party vendors and/or service providers
∞ Drive initiatives across globally dispersed teams
∞ Manage resources to efficiently meet business needs across division.
∞ Handling the Agile Transformation initiative across organization.
∞ Partner with and support program directors (s) & SLT (Senior Leadership) in delivering portfolio commitments
∞ Manage successful completion of assigned projects within the portfolio, ensure organizational alignment on scope, schedule, quality and benefits
∞ Define business readiness and adoption tracks to build an integrated project plan
∞ Implement and monitor appropriate controls to proactively deal with barriers to completion and/or adoption
∞ Lead all aspects of Program & project including project management for risk identification, mitigation and ensuring deliverables are met
∞ Effectively perform Program Management role using Agile methodology for software delivery and apply knowledge of SDLC to liaise effectively with IT delivery teams
∞ Identify and implement “best practice” approach to Global PMO responsibilities and activities.
∞ Provide department direction by communicating priorities, roles, responsibilities. Cascade corporate communications and ensure alignment with corporate vision and priorities for division.
∞ Drive staffing needs to ensure department’s ability to support demand for Global PMO resources.
∞ Lead, drive and participate in strategic business planning sessions. Drive outcome to ensure implementation of defined vision and strategies.
∞ Lead and represent Global PMO in cross-enterprise forum/projects and maintain productive relationships with business partners.
∞ Establish detailed business readiness/adoption tracks for process change, training, communications
∞ Create and deliver presentations to support Directors communicate with senior leadership - qualitative and quantitative project status updates; ability to account for accomplishments, next steps and support needed
∞ Be a change leader - effectively engage and partner with cross-functional teams to deliver solutions
∞ Analyse root-cause issue, anticipate customer needs, resolve conflicts, problem solve and provide innovative approaches to effect change
∞ Communicate and manage potential impacts and risks associated with implementing proposed solutions to business partners and relevant stakeholders
Since Oct’12 With “NorthgateArinso (NGA HR)” as “Senior Project Manager (PMO Head)“handling SAP Implementations, Transition, Process Excellence, Process Optimization & Migration Projects
∞ Heading the PMO department including handling a team of 16 Project Mangers, Assistant Project Mangers & Project Coordinators
∞ Handling SAP Implementations, Migration, Transition projects and execute them using the Centre Transition Framework (Internal frame work defined by using Project Management Framework)
∞ Delivering all Implementation, Migration, Service Transition Projects and Programmes in line with recognised best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting)
∞ Participate in departmental strategic and budgetary planning processes;
Sep’08 to Oct’12 with InfoTech Enterprises Ltd, Hyderabad as a Project Manager handling multiple projects. Headed the COE of two Clients ( One for I H S client (Oil & Gas Project) which is in to Data Mining\Data Analysis & other being a blended project Non-Voice and Voice Inbound Customer Service for TELE ATLAS.)
Project 1: I H S (Oil & Gas Project):
Job Responsibilities:
∞ Manage the execution of complex (change) projects in terms of money, time, quality, organization and information and ensure that the objectives, deliverables and milestones are met
∞ Perform project / program management (coordination and resource management) and ensure alignment between related projects
∞ Report the project / program progress versus the project plan to the project owner and review team on a regular basis
∞ Manage the project risks and constantly inform the principal or steering committee in case project objectives, deliverables, milestones, budget, timing and/or quality incur risk
∞ Manage external parties, delivering resources, consultancies where needed
∞ Ensure all project activities are executed in compliance with the applicable laws, requirements and regulations
∞ Manage the expectations of the (internal) customer by defining and managing a project communication plan, in order to ensure that adequate information is provided timely to the relevant stakeholders
∞ Create and deliver presentations to support Directors communicate with senior leadership - qualitative and quantitative project status updates; ability to account for accomplishments, next steps and support needed
∞ Analyse root-cause issue, anticipate customer needs, resolve conflicts, problem solve and provide innovative approaches to effect change
∞ Communicate and manage potential impacts and risks associated with implementing proposed solutions to business partners and relevant stakeholders
∞ Handled a team of 190 Analysts, 4 APM’s (Work Stream Managers), 6 Team Leaders and 6 Process Associates for I H S Project Responsible for Initiation, Planning, Execution, Controlling and Closure of Projects
∞ Delivery of the full project lifecycle from inception to completion or discrete aspects of the lifecycle, depending on the project.
∞ Ensuring the project delivers on time, within budget and meets the approved business case.
∞ Facilitating the definition of project scope, goals and deliverables
∞ Preparation of Integrated project planning with for Work breakdown baselining and work allocation
∞ Analyzing the Gap in the production process and taking corrective action to improve the quality level in the project
∞ Developing, managing and communicating plans for their projects or work streams & Stakeholder management
∞ Worked closely with the client for Transition of the project to India from North America and Europe.
∞ Managing project deliverables in line with project plan and ensuring quality of deliverables
∞ Have been a part of PMO core group in implementation of PMO standards and Procedures
∞ Data transformation, Data Mining ( Analysing Drilling Reports (Permits & Completions), Digitization of drill Logs, Well logs)
∞ Implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality & Headed the Quality team in implementing Six Sigma Initiatives & Performing Master Black Belt Role in Six Sigma Projects
∞ Mapping & analysis of Current (AS-IS) and Future (TO-BE) state to Eliminate the non-value added activities, Automate, Consolidate and Standardize the process. Process Simulation of AS-IS & TO-BE Models to predict the Time Benefits & Resource requirement before implementation using Pro-Model Software.
May’07-Sep’08 with Goldstone Technologies Limited, Hyderabad as a Deputy Manager-Customer Care for IPTV (Internet Protocol Television) Process
∞ Headed the entire Call Centre Operations for IPTV Services
∞ Handled a team for 150 Agents including group of Assistant Managers, Team Leaders and Quality coaches.
∞ Setting up whole Customer Service, Technical Support, Collections and Sales process
∞ Running the Call Centre operations keeping in mind the business projection for ramp-ups
∞ Understanding needs of Operations in order to define coordinate & provide and finally monitor service levels
∞ Ensuring maximum uptime as per SLA agreed with Clients.
∞ Coordinating with other various departments to ensure that service level agreements with the internal & external customers are met.
∞ Handled a team of 80-85 people including a group of Team Leaders, Quality coaches & auditors.
∞ Preparing sales reports and sales targets to achieve target performance levels on weekly and quarterly basis.
∞ Achieve target performance levels, Taking team meeting on a weekly basis
∞ Campaigns Handled: US - Mobiles, Vacations, Insurance, Security Systems, B2B Campaigns, Mortgage (Both Lead Generation & Hot Transfer).UK - Mobile, Landlines, Mortgage (Both Lead Generation & Hot Transfer) Australia - Mobiles, Vacations & B2B Campaig
May’04 Jan’05 with Dell International Services, Hyderabad as Technical Support Associate
∞ Preparing sales reports and sales targets to achieve target performance levels on weekly and quarterly basis.
∞ Achieve target performance levels, Taking team meeting on a weekly basis
∞ Campaigns Handled: US - Mobiles, Vacations, Insurance, Security Systems, B2B Campaigns, Mortgage (Both Lead Generation & Hot Transfer).UK - Mobile, Landlines, Mortgage (Both Lead Generation & Hot Transfer) Australia - Mobiles, Vacations & B2B Campaig
Sales & Customer Support US & Canada Customers
Masters In Computers
Bsc Computers