Delivery Engagement Manager
IBM
مجموع سنوات الخبرة :46 years, 6 أشهر
ACHIEVEMENTS
•Successfully led and delivered a portfolio of projects and programs for single client/multiple clients on resource based, deliverable based and combo contracts.
•Managed $20M portfolio comprising Development, Implementation and Roll Out projects.
•Increased portfolio from 3 projects to 8 projects, improved margins from 33% to 45% and client satisfaction from 3.2 to 4.3.
•Increased adoption from 30 patients per month to 180 patients per month.
•Managed all phases of the engagement life-cycle on application development, application management, transition, multi-site package roll out, SaaS implementation.
•Increased strength from 850 people to 1300 people and Resource Utilization to 85% from 65%.
•Ensured successful on-time and at client expectation delivery complying to FDA, HIPAA, SOX and GxP regulations.
•Identified Mettl for Hiring teams to use and reduced number of physical interview rounds and decreased hiring time.
•Decreased staffing time from 3 months to less than a month and enabled delivery to start quickly by managing on-boarding, off-boarding, up-skilling and cross-skilling.
•Worked on creating cross BU contracts and successfully contributed to several Wins.
SKILLS & CERTIFICATION
•Leadership/Communication skills Risk Management
•Client Relationship Management Strategic Planning
•Customer oriented Change Management
•Engagement Management Talent Management
•Cognitive Practioner (IBM Badge) PMP, PRINCE 2, ITIL
RECENT ACTIVITIES CARRIED OUT
•Coordinated efforts and designed Solutions; Identified Requirements and Scope, Dependencies, Risks, Issues, Assumptions; Estimated Costs; Created Proposals and SoW’s.
•Facilitated Sales to Delivery Handover Meeting; Confirmed Project Approach.
•Created Schedules and confirmed project feasibility; Created Program Governance Plans.
•Collaborated with client leaders and agreed on acceptance procedures, acceptance criteria and client satisfaction criteria and laid foundation for faster acceptance and improved satisfaction.
•Raised resource requests; Selected, assigned and onboarded resources.
•Facilitated Project Environment and Team Development Environment creation.
•Created Supplier Agreements and worked with Procurement team for specific infrastructure.
•Conducted Project Kick-Off Meeting and Steering Committee Meetings.
•Confirmed scope and requirements and assigned work to teams.
•Managed Action Items, Risks and Issues. Tracked time and expense logging by team weekly.
•Monitored progress against plan; Tracked dependencies; Mantained stakeholder engagement.
•Initiated corrective and preventive actions and tracked these to closure.
•Reviewed project reports and consolidated key measures including high level Issues and Changes.
•Reviewed team performance and created training and coaching plans for people as required.
•Monitored client satisfaction and knowledge transfer sessions.
•Reviewed communication effectiveness and modified communications including mode and frequency of communications.
•Updated estimates to complete and tracked engagement margins; Identified actions and tracked g actions to improve margins to closure.
•Ensured commercial integrity, reviewed client invoices and tracked payments.
•Conducted Steering Committee Meetings.
•Automated processes, enhanced work flows and balanced resources and schedule which aligned program to organization goals.
•Approved supplier deliverables and obtained client approval of completed deliverables.
•Handed over governance to Operations.
•Conducted Project Closure meeting and documented lessons learned, what went right and what could have been improved.
•Released Resources and Closed books for time and expense logging.
•Created Standard Operating Procedures for logging and tracking of Incidents and Request for Information; Created Incident logging web portal to enable Users to log Incidents 24x7.
•Created Playbooks for standard implementation covering activities from different departments that helped streamline sequence of work undertaken by people in different departments.
Customer Success in India & South Asia (ISA)
Drove digital transformation including migration to cloud for clients in healthcare space in India and South Asia through Watson for Oncology (WfO), thereby helping IBM’s objective of improving lives of people using Technology (AI with ML and NLP). Led implementations and client success on multi-million dollar AI based WfO, a SaaS solution to generate best treatments, on $18M combo contracts. IPPF used to manage projects and financials. Trello used for Reporting.
Significant achievements
•Managed a $18M budget and improved margins though innovation and resource balancing activities.
•Created Customer Management methodology in January 2019 which increased benefits realization 50% faster.
•Organized teams with discrete functions by collaborating with Resource Managers from different departments: SME’s Architects, Operations, Marketing and Sales leading to a gain 10% efficiency.
•Helped healthcare partners on marketing plan, collaterals, licensed assets, conferences, road-shows and during sale of WfO.
•Identified product challenges in features and usage (eg user experience) through incidents, CSAT and NPS surveys and informal discussions and contributed to product roadmap preparation.
•Managed 13 product upgrades successfully, managing change by collaborating with stakeholders for deployment, testing, training and planned and communicated outages to Users.
•Implemented and launched a portal for customers to raise questions, problems and help 24x7 which helped decrease support contact and increase CSAT and customer retention.
•Amended contract to enable non-qualified healthcare professionals to use Watson solution enabling minimal disruption to the Oncologists during patient consultation.
•Improved clinical workflows and increased adoption rates from 30 patients to 180 patients and usage from 8 Users to 25 Users for clients to improve on their ROI.
•Rigorously tracked and monitored license usage of Watson for Oncology and ensured it was within what was contractually agreed.
AWARDS - Certificate of excellence for Cross Business Unit Collaboration
Region: India & NL
HMRC, responsible for tax collection and customs handling of freight (CHIEF) across UK borders, wanted Capgemini to build a new infrastructure, transition and run CHIEF services. Reported to the Transition Head.
•Managed the transition of WIP Projects, Services and cut-over of CHIEF from BT to Capgemini with minimal down time.
Region: India&UK