Executive Summary

Senior IT Delivery Manager with proven track record and having over 15 years of experience in leading and large IT Service Management projects and running Global IT Service operations for Fortune 500 companies. Well experienced in Strategy Development, Service Design, Service Operations and Support, Business Process Design/Reengineering, IT Service Cost Optimization and Application architecture. Proven ability in business management and exceptional performance in helping organizations optimize productivity, efficiency and profitability by leveraging technology and business process improvements. Domain expertise across multiple verticals including Healthcare, Financial Services, Manufacturing, Media and Telecommunication, Outsourcing and Retail.

CORE COMPETENCIES

• Over 13 years of Service Delivery experience in Application management and Infrastructure operations portfolios - Key expertise include ITIL Processes, IT Service Management and Service Assurance Tools and Release and Deployment management practices.
• Over 10 years of experience in leading Infrastructure support services from due diligence phase to steady state operations.
• More than 4 years of proven IT service delivery and project management experience in GxP compliance environment
• Over 8 years of experience in liaison with different business partners and managing relationship with key leadership and vendors.
• Well experienced in planning and managing project and support teams on Multi-Tenancy PaaS and SaaS platforms.
• 10 years of experience in Pre-sales support, customer relationship management, Vendor Management and Contract negotiations SLAs, OLAs and Underpinning contracts .
• 10 years of experience in Process Improvement Best Practices, deriving IT road map strategies with CxO level.
• 7 years of experience in driving CIPs and SIPs for IT Cost Optimization, Revenue and Profit growth plan for Service organizations.
• 8 years of experience in managing Projects and Service operations in Application Support/Development and Infrastructure space.
• 7 years of experience in leading large IT Transition / Transformation projects as PMO.
• 9 years of experience in managing large transformation programs on ITSM, ITSA and business process engineering.
• 6 years of experience in Project/Program Management PMO start-ups.
• 4 years of experience in Software testing, Quality compliance, GMP and SOX audits.
• Over 12 years in managing teams spread across different geographies in 24 x7 model
• More than 5 years of experience in leading different SDLC models Water fall, Agile/Scrum methodologies.

Professional Experience

Confidential

Confidential is a leading global Technology and IT Enterprise with 90000 employees across different geographies and annual revenues of US 6.2 billion. Company's offering span R D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration.

Confidential

• Responsible for managing large IT transition/transformation projects, Global IT Operations in IT Infrastructure and application space. Oversees consultant teams and client staff in global setting onshore and offshore to drive cross functional projects success, accounts growth and EE/EN businesses primarily BSM Tools across the board.
• Responsible for supporting various initiatives around Service Management Towers across different regional delivery units in the organization. Standard BSM framework includes Data center operations, Service desk and ITSM ITSA Tools, ITIL Processes Incident, Change, and Problem, Asset and Configuration management, Capacity and Availability management

Confidential

Role: Service Delivery Manager

• Budget responsibility and Scale: USD 35 million revenue IT SM Transformation Project, Maintenance support , 4 portfolios, 36 resources
• Being Cross Functional Service Line SPOC, responsible for leading new RFPs, EE/EN business and pushing best practices around Business service management framework. Ex: Proposing new tool stack in place of existing and/or service management tools consolidations/optimization.
• Forecast the operations budget in advance and meet the GM targets set by leadership
• Responsible for enforcement of process governance, FDA/GMP compliance and continual service improvements around IT Service management framework being process owner for complete ITIL process framework.
• Lead steady state ITSA Tools and ITIL Process operational managers as Service delivery Manager Tools Processes. Act as escalation point for all critical incidents/changes and key member of CAB.
• Act as Process owner for complete ITIL Process Framework Incident, Problem, Change, Asset and Configuration Management, Capacity and Availability.
• Responsible for customer relationship management, customer satisfaction, vendor management and operations SLA Management.
• Interaction with Senior leadership and CxO layer for new proposals RFP and BAU projects
• Generated 1.5 million additional revenue under Service Management operations tower through IT Service Cost optimization exercise.
• Proven leadership in driving CIPs and SIPs for operational cost reduction, revenue and profit growth plans. Own the responsibility of overall health of service management tower including Annual CSAT score and effective index improvements.

Details responsibilities include:

• Responsibility for delivery of all projects in terms of meeting the defined SLAs, Vendor Management and 24x7 Operations Management
• Responsible for solutions, approach and delivery framework for existing projects and opportunities
• Oversees all project execution activities such as planning, costing, delivery and post-delivery review to ensure that the Delivery Unit functions as a Profit Center
• Ensures effective resource utilization across onsite and offshore including manpower allocation, bench management, monitoring talent pipeline and visa utilization, drive communication of organizational vision, company's values and unit-level strategy through the group
• Responsible for Margins, Onsite-offshore ratios, revenue growth, revenue recognition and leakage control, billing and utilization in line with organizational goals.
• Responsible for contract management including SLAs, Terms and conditions
• Responsible for people development including ongoing training, skill building, deployment and career growth
• Identifies bottlenecks in delivery and propose effective solutions to eradicate the same
• Work on long term process improvement, manages change, and takes care of knowledge management Customer Relationship Management
• Maximize customer satisfaction through effective solutions delivery

Confidential

Responsibilities include:

• Lead delivery of a large, complex, cross-functional, customer facing program.
• Develop and manage complete program road-map, WBS structures, work delegation to Project managers and their coordinates.
• Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints.
• Gain consensus on technical decisions and ensure that appropriate software engineering practices are employed to deliver high quality results.
• Identify, assess, track and mitigate issues and risks at multiple levels.
• Create, maintain and disseminate project information to stakeholders.
• Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities
• Managed 9 million ITSM Transformation project from Pre-Initiation to Due diligence to Sign off stage as Service Transformation Manager.
• Project scope include roll out of full blown Remedy ITSM suite with various integrations to IT SA monitoring tools. Goal was to replace existing service provider processes and deploy new Service Management framework across multiple geographies.
• Other responsibilities include Project scheduling and timeline management, P L, Risk and Stakeholder expectation management.
• Designed and implemented of standard SLA reporting framework to align IT operations with strategic business goals for clients in multi-vendor model.
• Manage project deliverable within budget and time, expectation settings with CxO layer and business partners/stakeholders.
• End to end ownership of delivery and quality of the project deliverables.
• Represent Cross Functional service line and lead all sorts of BSM best practices, being Service Line manager.

Confidential

Role: Project and Service Level Manager

• Service Delivery, Program/Portfolio/Project Management
• Budget Responsibility and Scale: US 15 million revenue IT Transformation Project and maintenance , 3 portfolios, 40 FTEs
• Managed 5 Million ITSM transition and transformation project successfully. Deployment includes key ITSM processes - Incident, Change, Service Request Management and Asset management and CMDB. Designed and managed data exchange automation Interface project to enable and streamline data flow between multiple vendor cross platforms. Vendors include C3i, Unisys, HP, CA and other telecom service providers.
• Led Service Improvement initiatives resulting in 12 cost savings within 18 to 24 months of service effective date. Acted as advisor to senior IT management and CxO level in different enterprise wide initiatives to optimize the IT Service Cost. Maintain customer relationship and customer satisfaction, vendor management.
• Led and managed proposals development, via working with Project Executives, Delivery Project Executives, Service Delivery Teams, and Architects, and following the proposal development process.
• Led and managed BAU projects from Due diligence to Sign off. Drive Best practices around ITIL Service Management framework as part of continual service improvement.
• Acted as process owner for Incident, Change, Problem and Asset Management.
• Acted as technical architect/SME for ITSM and ITSA tools framework.
• Oversee health of accounts from service management perspective and responsible for RFPs from EE/EN business.

Confidential

Recognized leader in Business Service Management providing a comprehensive and unified platform that simultaneously optimizes IT costs, demonstrates transparency, increases business value, controls risk, and assures quality of service.

Role: Project Manager and ITSM Solution Architect

• Responsible for managing product design and development. Key responsibilities included:
• Lead and manage the product development life cycle of individual ITSM modules which includes Remedy incident management and change management.
• Design, architect and lead the development of custom Remedy ITSM product as per Remedy gold standard and ITIL best practices.
• Partner with process team in documenting functional requirement specification, technical design, test scripts, training manual
• Develop and manage project plans for all individual processes scoped as part of Remedy Gold Blue Print HCL ITSMS.

Confidential

Client engagement handled:

Confidential

Semiconductor design innovator leading the next era of vivid digital experiences with its groundbreaking AMD Accelerated Processing Units APUs that power a wide range of computing devices.

Role: Senior Consultant ITSM / Operations Manager Remedy Tools

• Responsible for ITSM operations and BAU project delivery.
• Key responsibilities include:
• Service Delivery, Program/Portfolio/Project Management
• Scale: US 35 million revenue, 4 portfolios, 110 resources
• Manage the IT SM Process delivery in adherence to ITIL processes
• Managed release and build process in adherence to client processes and quality controls. Escalation point for build and release related escalations.
• Derive and implement value add and cost avoidance initiatives for AMD
• Organizing meetings with business users and client application owners to gather the business requirements and guide the teams through software development life cycle.
• Being application owner, act as facilitator for all Service delivery review meeting and audit reviews around IT SM Remedy.
• Responsible for ensuring ITIL compliance and other industry best standards like ISO 9001:2000, Six Sigma and ISO 20000.
• Was successful in driving several divesture and merger projects for AMD which Includes QualComm
• Other key performance and focus areas include: SLA Management, Customer relationship,
• Management, Resource Cost optimization through SIX Sigma Initiatives, Escalation
• Management, Conflict and Resolution Management in Multi-Vendor IT Environment.

Confidential

Confidential is an Confidential multinational technology and consulting corporation. IBM manufactures and markets computer hardware and software, and offers infrastructure, hosting and consulting services in areas ranging from mainframe computers to nanotechnology.

Role: Technical Lead ITSM Application development domain for AT T

• Managed ITSM project operations for multiple-tier, multi-tenancy platform.
• Supporting RFP and EE/EN business in technical enablement role

Key responsibilities include:

• Managed the release and build process for major delivery projects including AOTS application built on Remedy platform. Escalation point for all critical build/release issues.
• Managed alliances with other Integration partners as delivery lead
• Designed and documented processes to support the development of interfaces between different modules with AOTS TM application
• Managed and ensured ITIL compliance and ISO 9001:2000 standards for the releases
• Led Interface module development teams
• Managed project teams and ensured on time and within budget service delivery
• Evaluated the quality of the deliverable through Quality management process driven through defect tracking system
• As project and process managed, reviewed and approved all requirements and SDLC documentation throughout different project life cycle phases.

Technical Skills

• OS and Platforms: Windows 2K, UNIX, LINUX, MAC
• Release Configuration Management Tools: SCCM, BMC Foot Prints, BMC BladeLogic suite
• ITSM: BMC Remedy ARSYS version 3.x to 7.6.4, Service Now, HP CMDB, BMC ITBM
• Collaboration: MS SharePoint 2007/2010
• Version Control: MS VSS, Rational Rose, Clear Case
• Project Management: MS Project 2003-2010, IBM Rational Rose/Clear Case
• BSM: BMC Remedy, BMC BPPM/BEIM, HP NNMi, Opnet ace expert/director, bmc tmart, Cisco works
• Programming Languages/Scripting: Java, C/C .
• Web Development: ASP, JSP, Java Script, VBScript, CGI Scripting, Perl, HTML, XML, SOAP, Web Services
• Networking: LAN, WAN, MAN, routing, firewalls, IPX, TCP/IP, SMTP, VPNs, DHCP, WINS, DNS.
• Databases: MS SQL 6.5 to 2008, MySQL, PostGres SQL 4.x, Oracle 7.x - 9i, IBM DB2 UDB, Fox Pro.
• Reporting: Crystal Reports Designer 8.5, Crystal Reports 9/10 Enterprise Server, AR Native reporting
• Web Servers: IIS, Apache, Tomcat, Sun One Web Server, iPlanet Web Server
• SDLC methodologies: Water Fall model, Agile SCRUM Certification due .