SUMMARY:

• Senior Client Services Delivery Manager in Retail, Supply Chain and CRM industries with a fourteen year track record of successfully managing the entire solution development life cycle from design to final solution implementation.
• Extensive knowledge of various Supply Chain Management and Commerce Chain solutions like Warehouse Management Systems, Enterprise Order Management, Slotting, Labor Management, Supply Chain Intelligence and CRM solutions like Salesforce.
• Leadership - Adept at leading/managing cross-functional high performance teams of PMs, SMEs, Architects, Developers and QA personnel that develop and support enterprise-class applications both onsite and offshore under tough deadlines, to meet expectations of internal and external customers.
• Established, built, and upgraded several supply chain operations in domestic and international locations.
• Generated extra revenue worth hundreds of thousands of dollars by Identifying and capturing new opportunities like extensions and value added services during the implementation process while improving system performance and productivity.
• Worked with leadership to determine product strategy, project plans and timelines, developing cost-effective budgets and resource plans.
• Recommended several customizations to be included as base product for future releases.
• Standardized the cost and timeline estimate process for re-engineering the applications.
• Conducted employee performance reviews and appraisals.
• Technology Stack - Exposure to different technologies like SAP BW/BI, Legacy and Open Systems applications on UNIX, AIX, Windows, and Mainframe platforms. Also integration framework like Mule Soft and BizTalk.
• Used Project Management Methodologies include Hybrid Agile and Continuous Improvement.
• Collaborated with many third party implementation partners like Deloitte, Cognizant and HCL.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Project/Program Manager

Responsibilities:

• Lead delivery of large scale digital transformation / Supply Chain programs for multi branded retailers using Manhattan's Omni-Channel solutions (Enterprise Order Management and Store Inventory & Fulfillment) and integrating with Manhattan's Warehouse Management system and other third party systems like Proship, Agile and Kronos (Time and Attendance).
• Accountable and responsible for Supporting Pre-Sales estimates for services, Drafting SOW, Baselining Program Plan, Onboarding Resources, Identifying new opportunities, Holding Individual project kickoffs, Facilitating Design Sessions, Managing Program Timelines using Agile, Budget, Resources, Change Management, Forecasting, Team Billability, Team Utilization, Performing Go-Live Readiness Assessments, Risk Assessment and Prioritization, Participating in Steering committee meetings, Providing twice a year Project Based Reviews for team members, Acting as a principal contact for any escalation.
• Accountable for Solution Design, Hardware sizing, Architecture and Performance Expectation Documents signoff by the customer. Align on the final gaps between Manhattan’s base product and Client’s future state for customization.
• Accountable for getting functional specs and detail estimates signoff, delivering the code and getting client acceptance for hundreds of extensions/customizations for Manhattan’s Supply Chain Management’s Distribution Management and Order Management. Products include WMOS, EOM (Enterprise Order Management), SO&F (Store Order and Fulfillment), SCI, LM, TMS and SLOTTING as per agreed timeline.
• Accountable for supporting the re-engineered application during warranty period, delivering weekly SDNs to fix the bugs, delivering hot fixes during emergency and Transition to CSO.
• Acted as a single point of contact between the team and other internal departments like R&D, Sales, Offshore, and departments.
• Participated in the company’s hiring process and mentored many new resources that are just out of college and gave opportunity to at least one co-op/intern for every spring and summer.
• Re-Engineered the application on multiple platforms like UNIX, AIX and Windows depending on the customer needs.
• Managed and implemented Manhattan’s internal CRM Salesforce project replacing a home grown system.
• External customers with budget include KLX Aerospace (1.5M), Brunswick Corporation/Mercury Marine(2.5M), Fanatics Inc (3.5M)., TARGET Corporation(3M), H.E.Butt Grocery Co (1M), NDCP, United Natural Foods (7M), Inc. (UNFI), The William Carter Company (1M) and WW Grainger (2M).

Confidential, Charlotte, NC

IT Service Delivery Manager

Responsibilities:

• Directly accountable for managing DEVOPS team. Managed level two Incident Management team providing day time support for 1650 stores as well Problem Management team which provided analysis, design, testing, and implementation of fixes to prioritized problems to improve service level agreements with business teams. Number of cases handled 8000/year with a team of 25+ resources. Reduced the ticket count by 45% within one year.
• Responsible for partnering with the client to define, develop and maintain all service level objectives (SLO) and service level agreements (SLAs) between the client and managed services partner.
• Partnered with the Development team to execute a smooth transition of new service offerings into the portfolio, problem / issue resolution, develop customer service standards, policies and procedures.
• Applications include Logistics, Merchandizing and Store Systems applications like POS, Order Management, Receiving, EDI, OFR, RTM, Pricing, Signage, KRONOS, Admin and EOD.
• Responsible for the impact analysis of the Lowe’s financial applications like A/R and A/P for Lowe’s GBI project.
• Liaised directly with the users to make sure the application is user friendly after implementing the re-engineered application.
• Accountable for cross the resources and maintaining detail functional documentation of various applications to counter the attrition.
• Managed team of SAP BI consultants to upgrade the system from BW3.5 to BI.

Confidential, Atlanta, GA

IT Project Manager

Responsibilities:

• Implemented Macy’s and May Department Stores Data and Process Integration project which included Credit card Statement processing, Authorizations, Credit letters processing, Card Re-issue, Conversions, and Mergers in Credit System.
• Implemented enhancements for BOL (Bill Of Lading) expansion, GTIN expansion, Carton Consolidation and Routing Optimization for Logistics and Merchandise, EDI210 (UPS) reformat raw data and create Balancing reports for Logistics.
• Participated in BRD reviews, code walk through, maintained documentation, facilitated periodic project specific meetings with stakeholders for status and issue resolution.