Service Delivery Manager
CSC
Total years of experience :19 years, 8 Months
Global Capability Manager- Service Management -
Responsible for service enhancement of SM operation for over 200 Clients Globally. Accountable to implement standard CSC offering and best practices of ITIL Globally. Develop, Design and Maintain in conjunction with Offerings team the Service Management Services (people, process and tools) and cost models.
Regional Leader - IT Service Management (NOIDA): Worked as Noida Head - Service Management, I was responsible for end to end delivery of ITSM operations and Service Delivery for all the clients supported from Noida region.
Regional Operations Head - IT Service Request & Catalogue Management: Worked as AMER & EMEA Operation Head - Service Request & Catalogue Management, I was responsible for end to end delivery of SR & Catalog operation and Service Delivery for all the clients supported from 5 Delivery Centers- Noida, Hyderabad, Chennai (India), Asturias (Spain), Vilnius (Lithuania).
Service Delivery Center Lead - Service Desk: I was working as Service Delivery Center Lead, supporting multiple global clients - Textron, Motorla, ETS etc.
Process Executive/Subject Matter Expert: Training & Development of new resources; Trained 9 batches. To generate feedback reports of the new joiners on weekly basis. (Induction of New Hire)
I was working as Customer Support Executive for World’s Biggest e-retailer - Amazon.com
B.A (Sociology) March 2003 –IGNOU Percentile: 64.5%