Service Delivery Manager/Program Manager Resume

SUMMARY

ITIL certified professional. 6Sigma Champion certified
Project Management experience in implementing CRM (Siebel/SalesForce), CPQ (BigMachines), Custom Applications and transformational projects.
Expertise in all project management areas like Initiation, KickOff, Planning, Execution, Resource Allocation, Risk & Mitigation, Budget & cost tracking, Closure
Good experience in managing projects to avoid scope creep, time management, establishing communication channels and governance.
Expertise in SDLC and equally comfortable in WaterFall or Agile methodologies.
Functioned as Product Owner as well as Scrum Master for projects.
Manage multiple projects, multiple teams across several Geos.
Ability to function independently with minimum to no supervision.
Responsible and accountable for SOX audits for the environment; establish SOX controls, establish reporting mechanisms and actionable based on reports.
Business Process Mapping, suggest recommendations as required, and implement processes in - line with expectations towards improving efficiency and reducing waste.
Responsible for estimating, planning, executing and reporting the work done with explicit clarity and high degree of details
Conduct JAD sessions, manage stakeholders, gather and manage requirements, track them on deliverable units, manage UAT
Expertise in ServiceNow; hands-on experience in administration and development.
Hands on experience in developing web applications & client server.
Hands on experience in Siebel configuration and involved in Live Implementation.
Managed projects and hands-on involvement in Migration from Siebel to SalesForce
Managed migration project for moving CPQ to BigMachines from Oracle ERP.
Managed project for organization spin-off when client spun-off a division and launched into different company.
Expertise in manual and automated testing.
Experience in developing Test Plan, Test Strategies, Test Plans, and Test Cases & Test Scripts.
Proficient in automated testing tools for performance, functional and also defect tracking.
Hands on experience on tools such as HP ALM.

PROFESSIONAL EXPERIENCE

Confidential

Service Delivery Manager/Program Manager

Responsibilities:

Working closely with multiple teams to manage requirements and help Business users track their goals along with IT goals.
Responsible for estimating, planning, executing and reporting the work done with explicit clarity and high degree of details for all projects managed for the client.
Study the environment ecosystem, identify gaps in processes and help implement new processes or modify existing process to fill the gaps.
Managed the project to migrate ITSM tool from Remedy to ServiceNow - also functioned as Business analyst to define workflows, guide development teams and perform UAT.
Lead the release management team; from change management to QA to build and then subsequent code push to PRD.

Onsite Manager (Dev / Support / QA)

Confidential

Responsibilities:

Planning, Analysis and Design of objectives
Estimation and Risk Management; requirements management
Tracking and Reporting progress
Onsite client interactions and relationship
Review of Technical solution
Review of Implementation packages
Create overall project plans
Review all team QA deliverables
Provide work direction to QA Analysts
Process Flow Definition, Functional Document Design, Fit Gap Analysis
Task allocation and performing functional acceptance testing
Involving in discussions with the Business Users to understand their requirement.

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