Service Delivery Manager
Servion Global Solutions Pvt Ltd
Total years of experience :13 years, 0 Months
•Effectively oversaw Contact Center service support for a prominent BFSI (Banking, Financial Services, and Insurance) client in
India, ensuring the smooth execution of operations while leading a 35-member team engaged in diverse infrastructure and
application projects.
• Expertise in overseeing managed support operations, encompassing onsite support, remote support, hybrid models, and on
demand support concepts. Handled multiple projects worth overall revenue in the range of 7- 10 M for domestic Banking client.
• Successfully supervised multi-location projects and directed a team operating on a 24x7 model.
• Held responsible for tracking profit and loss (P&L), monitoring project milestones and invoices, maintaining quality/compliance
registers, implementing continuous process improvement, Key Performance Indicator /KRA tracking and approving timesheets.
• Acted as the primary point of contact for high-priority and major incidents reported by customers, ensuring prompt resolution and
customer satisfaction.
• Took charge of the Incident Management process by addressing major P1 and P2 tickets, ensuring minimum disruption to Business
services by suggesting immediate work arounds and quick fixes.
• Spearheaded initiatives in problem management and maintained the Knowledge Error database.
• Led a cross-functional team in improving customer satisfaction by adopting best practices as per industry standards, resulting in a
45% increase in positive feedback and a 20% reduction in complaints. Customer satisfaction rating improved from 40 % to above
75 % during work tenure.
• Scheduled governance meetings, Monthly & Quarterly Business Reviews (QBRs) with clients, and facilitated monthly and weekly
operations review meetings sharing Response and Resolution compliance summary reports for Incidents and Service Requests
registered for that specific period. Proactively monitoring SLA/OLA level compliance for reported incidents.
Significant Accomplishment:
• Recognized with the "Customer Delight Award, " "Individual Contributor Award, " and acknowledgment from colleagues for
exceptional contributions.
• Supervised all facets within the managed services project, encompassing IT Helpdesk/IT Service Desk support, IT technical support, and configuration management support.
• Led frequent reviews of Standard Operating Procedures (SOPs), CMDB updating activities, implementing work around /Quick fixes, Root Cause Analysis reports and maintaining daily Incident and SR summary Reports.
• Met deadlines and Turnaround Time (TAT) goals, maintaining high-quality standards and adhering to Service Level Agreements (SLAs), with an initial SLA percentage range of 65% to above 90%.
• Directed Service Support Management for the technical aspects of IT service projects, focusing on escalation/response/resolution times for reported incidents based on criticality & managed assets using the REMEDY application.
• Conducted weekly Operational Risk Management (ORM) sessions with departmental heads, addressing key points and reviewing
engineering support services.
• Managed the comprehensive operational functions and service delivery for multiple nationwide infrastructure operations
projects for a reputable telecommunications client in India.
• Oversaw hybrid delivery models encompassing onsite and NOC support teams, handling a workforce exceeding 100 members
consisting of field engineers and NOC personnel.
• Led the implementation of a hybrid support model, coordinating between onsite and NOC teams, ensuring seamless operational
functionality, service assurance, and service delivery for multiple projects spanning across the country.
• Effectively managed personnel through recruitment, mentoring, training, goal setting, and performance assessments while
exhibiting expertise in navigating projects within strict SLA-based environments, maintaining high customer satisfaction levels.
• Oversaw projects for diverse EOU and DTA Business Clients, showcasing outstanding planning and program management capabilities.
• Executed planning activities within an ERP environment, fostering seamless coordination between Purchase and manufacturing
and other internal and external departments to meet urgent customer demands.
• Provided expertise and leadership in releasing Purchase Requisitions, Work Orders, Dispatch Advises, and other functional aspects, ensuring operational smoothness, timely product realizations, achieving a 100% delivery performance.
• Collaborated with renowned OEMs such as Philips Electronics, GE Energy, Bharath Electronics Ltd. among others.
•Set up Lotus Notes email accounts and backing up emails including address books, Troubleshooting Application and software errors using RD, Installing and troubleshooting antivirus related issues reported by end users, Audio & Video system checks.
• Diagnosed problems with Marimba Software and its associated applications, set up network printers and enabling sharing on PCs. Set up new systems and conducting image ghosting activities. Printer and system Hardware troubleshooting
• Displayed proficiency in meeting deadlines for scheduled tasks within specified service level agreement (SLA) parameters.
During my B.Tech in Electronics and Telecommunication, I embarked on a journey of technological innovation and academic excellence, marked by diverse projects and notable achievements. Notable achievements. Leadership Roles: Served as the President of the Electronics Club, leading a team of students in organizing workshops, seminars, and hackathons. This role honed my leadership and project management skills, fostering a collaborative and innovative environment. Internships and Industry Exposure: Completed internships at leading technology firms, gaining hands-on experience in PCB circuit design and telecommunications. These experiences provided valuable industry insights and practical knowledge application. My B.Tech journey was a blend of theoretical learning and practical application, driving my passion for electronics and telecommunication to new heights. These projects and achievements collectively underscore my technical expertise, innovative mindset, and commitment to excellence in the field.