SUMMARY

• A result oriented professional with 13+ years experience in Project management/Program Management and Service Delivery Management.
• Expertise in managing IT projects for international clients from US ensuring delivery of projects in compliance to the quality, time and cost parameters.
• Exceptional communication skills with proficiency at grasping new technical concepts quickly and utilize the same in a productive manner.
• Adept at working with cross - cultural multinational teams and interacting with people across hierarchical levels globally for smooth project execution.

PROFESSIONAL EXPERIENCE

Confidential

Project/Program Manager

Responsibilities:

• Managed and directed business-critical > $3M IRM projects within Global Functions to ensure timely delivery of the project as per set Confidential budgetary limits and quality standards.
• Ensured projects and programmes are conducted in a virtual environment with project resources, stakeholders also involving business partners in various locations and times zones
• Running either waterfall or agile projects as per need.
• Facilitate meetings (daily scrum, sprint planning, sprint demo and retrospective)
• Act as a servant leader, remove impediments and shield the agile team from outside distractions and interferences
• Develop and maintain project schedules and resource plans clearly defining dependencies.
• Prepared consistent, concise, relevant, reliable and timely information to all appropriate internal and external stakeholders.
• Coordinate QA plans with the various testing groups.
• Craft transition plans for post development support and operations.
• Closely monitor project resources, tasks, and risks and when necessary forecast impact on schedule, quality, and cost and make course corrections using defined change control procedures.
• Active participation in Project Assurance Reviews.

Confidential

Program Manager

Responsibilities:

• Tracking and managing the complete project life cycle - initiation, requirements gathering, deployment, testing, move to production environment, client signoff, go-live to Early-Life Care and move to Business As Usual mode.
• Define the scope and plan of the project in collaboration with senior management
• Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project
• Develop a schedule and resource plans for project completion that effectively allocates the resources to the activities
• Identify, anticipate, unlock issues or blockers, or act as escalation point.
• Act as the dedicated POC for all subjects on this project and handle appropriately all issues, escalation, gaps by active involvement/communication in problem resolution or solution definition.
• Producing stage plans, highlight reports, risk logs, requests for change.
• Handle the overall communication, project governance & reporting of the entire program with the different stakeholders-Report accordingly (Issue monitoring, reporting and escalation if needed)
• Define, apply and drive risk management in order to successfully deliver the project
• Organize & drive change management: identification, contribution to define mitigation/solutions/corrective actions, tracking and reporting in term of scope timelines, cost and quality changes required/needed.
• Monitor, control and report project status against plans (timelines, deliverables, cost)
• Control & Monitor Implementation, testing and UAT management in line with project plan
• Gather signoff form all parties- Organize the knowledge transfer & support to steady state team
• Key player in process development and improvement
• Close the project (documentation storage, lessons learnt and process improvement initiative)

Confidential

Project Manager /Service Delivery Manager

Responsibilities:

• Requirements Analysis.
• Costing & Budgeting.
• Project Scheduling.
• Testing/QA/Rollout/Support.
• Streamlining the complete rollout project management activities including planning, budgeting, costing, scheduling, testing, QA, rollout, sourcing, process enhancement, vendor development and client relationship management
• Managing & evaluating vendors, budgeting; providing support & implementing process changes; resolving numerous project issues including staffing shortages, tactical matters, scope creep and divergent business & user needs
• Conceptualizing the client requirements & implementing measures; interacting with them to improve service level; resolving their queries; performing the investigation and furnishing the response for the issues & escalations by establishing quality standards for various operational areas to improve and enhance CSAT scores

Service Delivery Manager

Confidential

Responsibilities:

• Led key customer relation endeavors to improve and enhance CSAT scores.
• Streamlined the support process and established a new governance and support model to streamline the support and the Change/Release governance model.
• Pro-actively identified opportunities for addressing stability of applications and application lifecycle issues through Service Improvement Plans.
• Reduced cost of service (TCO) of the application.
• Creating SLA, performance dashboards like MSR, Metrics, EODs (achievement/productivity/attendance/quality/ reports) on monthly basis as required; preparing and reviewing SOPs ; providing deliverables to the line of business as per the agreed timelines.
• Incident and Problem and Change Management Process.
• Chaired and facilitated the Change Advisory Board (CAB) as the Change Manager for the system encompassing the IT, Engineering, and Operations.
• System Release Planning and execution
• Spearheading the support process and establishing a new governance and support model to support Change/Release governance model; identifying opportunities for addressing application stability and lifecycle issues through Service Improvement Plans; reducing cost of service (TCO) of the application
• Engaging in transition and supporting system for “Business as Usual” Mode and ensuring high level of customer satisfaction ; coordinating with Senior Management for strategy planning, system roadmap & business reviews; conducting quarterly SAB (System Advisory Board) Meetings
• Promoting infrastructure changes to promote better system availability and performance ; managing major incidents through planning and preparation of IT recovery model; conceptualizing, establishing and running end-to end service delivery framework including signoff for RACI