Sr. Service Delivery Manager
Capgemini India Pvt Ltd
Total years of experience :22 years, 5 Months
• Overseeing day-to-day operations to ensure contractual commitments are met, with a focus on prevention rather than fix to ensure SLA's and service excellence are managed and maintained.
• Take an active role in major incident management and ensure full engagement from relevant resolver groups.
• Proactively managing the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction;
• Drive initiatives to provide continuous service improvements, process enhancements and adherence, plus potential operating cost reduction.
•Represent the customer perspective on internal decision making forums (CAB etc...)
• Becomes a point of escalation for customer/delivery issues and for service towers regarding client issues / opportunities / contractual obligations;
• plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses;
• Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency;
• Management of the financial cycle including invoicing and cost management
• Recognizes commercial opportunities and engages in Commercial negotiation.
•Leading the Infrastructure Management Operation Center Services in Kolkata as Strategic Delivery Center of Excellence
•Started Technical Application Management as a new service line alongside Infra delivery from Kolkata location
• Increased footprints to all Geo’s for various data center technologies.
• Standardization program of Tools (ongoing), Process, Procedures and reports and Knowledge management that contributed to €45, 000 approx to overall Gross Operating Profits (GOP) for 2013
• Focus on Continual Service improvement ( Lean /Six Sigma), Improvement Operational Metrics/KPIs, Operational Maturity Index, effort reduction in Monitoring, Configuration, Provision, Maintenance & Reporting
• Towards efficiency improvement and defect reduction, implemented various automation activities like scripting across regions and technologies on monitoring, configuration, reporting, provisioning and maintenance
• Focus on self heals and proactive health checks thereby detecting issues even before it materializes. This helped in 15% reduction in overall ticket count
• Towards Cost optimization, managed shift left of activities thereby ensuring majoring to incidents are serviced out by resources at the lower end of the pyramid without compromise on quality defined
•. Pyramid optimization
•. Service mutualization across Geo’s./technologies. This also contributed to the overall Gross Operating Profit.
Programme Delivery,
Project Management,
Transition and Transformation
Client Relationship management,
Financial Management,
Team Leadership and Resourcing,
Business Development and Presales consultancy.
Programme Delivery,
Project Management,
Client Relationship management,
Financial Management,
Team Leadership and Resourcing,
Business Development and Presales consultancy.
oHandling turnkey Program/project activities involving working out various requirements with respect to utilities, equipments, manpower & monitoring overall project operations for ensuring timely completion.
oConducting cost benefit analysis of the projects including feasibility studies, case / system / process study for planning, scope, estimation and tracking.
oImplementation of project plans within deadlines within the budgets.
oTeam formation, deployment, monitoring and development.
oDefining best practices for project support and documentation.
oMentoring junior Project Managers for PMP certification and professional development.
Program Management
oHandling turnkey Program/project activities involving working out various requirements with respect to utilities, equipments, manpower & monitoring overall project operations for ensuring timely completion.
oConducting cost benefit analysis of the projects including feasibility studies, case / system / process study for planning, scope, estimation and tracking.
oImplementation of project plans within deadlines within the budgets.
oTeam formation, deployment, monitoring and development.
oDefining best practices for project support and documentation.
oMentoring junior Project Managers for PMP certification and professional development.
As IT specialist for the enterprise segment, provided IT support to enterprise customers, for hardware and applications. Also mentored new techs and was responsible for taking corrective actions wherever necessary.
As Customer Support Representative, was responsible for sales of products and services for the Home Trade account. Responsible for providing status reports to management and participate in periodic analysis surveys. Delivered my responsibilities satisfactorily with special emphasis on customer satisfaction.
Completed my MBA from Sikkim Manipal University with A grade in Systems and marketing.
I did my BSC in Physics, Chemistry and Mathematics. Was elected as the general secretary of the Students Union of my College
I did my HS from West Bengal Board of Higher Secondary education in the science stream.