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Service Delivery Manager Resume

Jersey City, NJ

PROFESSIONAL SUMMARY

  • An accomplished Program and Project Manager wif demonstrated success in enterprise wide large programs and projects in Information Technology
  • Worked in India, Europe and USA in various Large - scale Enterprise Projects and Programs
  • Is a certified PMP (Project Management Professional) wif expertise in Information Technology
  • Experience in all Knowledge Areas and Process Groups of Project/Program Management (Project Initiation, Planning, Scheduling, Budgeting, execution, Monitoring & Control and Closure)
  • Possess diversified Business, functional, technical and management experience in large and complex projects/programs
  • Overall 13 years of diversified experience in areas like Project Management, PMO, Program Management, Delivery Management, Business Analysis, Data Analysis, Test management, Infrastructure management, Service Delivery and Risk Management in various projects of Banking and Financial services using software development life cycle(SDLC) model
  • Possess diversified technical, functional and management experience in Development, Maintenance and Support, Integration, Infrastructure, Regulatory Compliance, Migration, Quality Assurance, Risk, Service Delivery, Business Analysis and Consulting projects and programs
  • Solid understanding of business functionalities and business changes, trends and solutions
  • Large Program/Project Management experience wif multi Million $ budgets
  • Experience in Enterprise regulatory programs like SOX compliance, BSA AML, AML-KYC, BASEL Compliance, Dodd Frank, Data Masking or Test data Sanitization etc.
  • Experience in Master Data Management, Data Migration and Business/Test data management
  • Experience in large Infrastructure projects and programs
  • Experience in Application, Development and Maintenance, Integration and Risk programs
  • Global Wealth management and Investment banking domain experience wif project experience in Bank Brokerage Client and Account data, Data Analytics and Management & Brokerage products
  • Retail banking product and functional experience as Business change project manager
  • Understanding of Operations, Credit, market & Technology Risk Management
  • Managed projects using various Software Development model such as Waterfall, SDLC, DSDM and quality models like ISO, CMMI, TBEM and Six Sigma
  • Knowledge in Business Process Reengineering wif solution design and business Change Management
  • Experience in Project planning, Strategic planning, baseline teh requirements, scope analysis and Management, estimation, resource management, stakeholder management and requirements traceability matrix maintenance, forecasting, Earned value management, Time and Cost management, Cost benefits analysis, Budgeting and control, Business case formulation, team development, conflict resolution, delivery management, risk management, operations logistics, vendor management, status meetings, Management reporting, presentations, Procurement Management.
  • Information Technology professional capable of managing business and technology projects from concept to completion wif remarkable deadline sensitivity
  • Excellent personal Communication, Presentation, Leadership and Organizational skills

PROFESSIONAL EXPERIENCE

Confidential, Jersey city,NJ

Service Delivery Manager

Responsibilities:

  • Working as a Service Delivery Manager for multiple initiatives in ICDW (Integrated Consumer Data Warehouse) Implementation in Consumer Community Banking(CCB) LoB of JPMC
  • Program Delivery Manager for projects like Test Data Management and Masking, New Environment build, Co-Location Datacenter Build, Disaster Recovery Data Center Build, Data Migration from EDW to ICDW (Warehouse), Data Mart Maintenance and support, Infrastructure upgrade, Data Migration from EDW to ICDW platform using ETL transformation, EDW Decommissioning, User migration.
  • Built and Led a Metrics program for a LoB and discuss Metric dashboards wif managers
  • Provides strategic direction, guidance, and analysis to Management regarding teh program initiatives
  • Creating roadmaps, Delivery milestones for various projects
  • Stakeholder management, Client interaction and reporting to Directors/CTO’s
  • Managing business and technology projects from concept to completion wif remarkable deadline sensitivity
  • Multiple projects Planning, Scheduling, Budgeting, Execution, Monitoring and Controlling
  • Streamline and build BAU processes for various projects in Data warehouse
  • Modify teh existing Release management (ITSM) and Business change management process
  • Led teh build of new Pre UAT environment and analyze business Impacts
  • Led teh Persistent Data Masking Projects(TDM - Test Data Management) for non prod environments
  • Configuring, Building, Testing, roll out and Planning teh implementation of Data masking solution across teh LOB for various Data structures wif PI and PII fields( Personal Identifiable Information )
  • Issue resolution, Risk metrics Dashboard and risk analysis for various projects
  • Les teh solution assessment process, including vendor management, alternative solution evaluations from both a technical and business perspective
  • Improve Service levels, performance, productivity and efficiency at a LOB level
  • Negotiation and contract Management
  • Followed and process change recommendations for ITSM (Release) and Change Management.
  • Incident and Problem management at Sub LoB level (ICDW Platform)
  • Resource management and Team development
  • Defines, revises and reports on core metrics to manage program progress against long-range targets
  • Experience in Dashboard Maintenance, Metrics preparation and RAG (Red, Amber, Green) status maintenance for projects

Confidential, N

Program Manager

Responsibilities:

  • Worked as a Program Manager for Application Management Services program
  • Involved in Application Management Services Program - Planning, Execution, Monitoring and Controlling
  • Involved in Program set up, connectivity, staffing, infrastructure, vendor management, procurement etc.
  • Budgeting and scheduling of various projects
  • Business requirement gathering (customers and sponsors) and business change management
  • Business case formulation based on needs for sponsors
  • Delivery management for Development and Maintenance, Infrastructure upgrade projects of all teh applications under CUNY Central office and Office of Budget & Finance
  • End to end program/project management wif SDLC project methodology and waterfall model
  • Managed Large/complex projects wif multiple interdependent work streams
  • Stakeholder management, Client interaction and reporting to deputy CIO, Directors
  • Enterprise value addition by process improvement recommendations for appropriate tools, services and products.
  • Coordination wif stakeholders for business and technology needs
  • Involved in Business presentations, RFP response writing and reviews
  • End to end outsourced transition and transformation program management experience
  • Handled CRM and SLA management along wif service level improvement recommendations
  • Resource management and Team development
  • Provided timely status updates to all key stakeholders including Sponsor, Governance teams, Business Management and Advisory

Confidential, NJ

Program Manager (Testing)

Responsibilities:

  • Bank of America and Merrill Lynch Integration Program Management
  • Multiple projects Planning, Scheduling, Budgeting, Execution, Monitoring and Controlling
  • Worked in various Client & Account data Integration charters of Wealth Management, Consumer and Investment Banking
  • Managed multi million dollar, multi year program
  • Planning, Scope management, Estimation, Budgeting, Project, Execution and Milestone tracking
  • End to end PMO experience, Integration program management experience
  • Arranged Stake holder workshops, discussions, meetings and Brain storming sessions
  • Handled Business sponsor needs and done Stakeholder need assessment
  • Negotiations and contract management
  • Managed projects like Online account opening, Enterprise account opening, Client On boarding and Data Governance, Bank Brokerage Integration statements, Client Hub, MIS, Sales Force Dot Com, Index and Bi-direct Sync projects, BSA AML, Basel II, Dodd Frank projects.
  • Handled Basel and AML KYC compliance projects & governance projects
  • Worked on Single client experience program and Master profile/MDM projects
  • Handled various Infrastructure upgrade projects
  • Involvement in Domain Business consulting, Business and system Analysis for key programs
  • Business requirements Documentation and reviews
  • Solution analysis and business change recommendations
  • Functional understanding of Master Data Management and client Data Hub
  • Worked on Shared Services and Managed services group projects, Testing, Development and Maintenance projects wif standard project SDLC methodology
  • Implementation and noledge of key financial services regulations such as Basel, Dodd Frank
  • Performed Operational and enterprise risk analysis during integration
  • Involved in Qualitative and Quantitative Risk analysis and mitigation plan strategies
  • Analyzed risk management processes, risk alert systems along wif enterprise data flows, business processes and services, risk work flow models
  • Conducted portfolio meetings, forecast analysis and reviews, business case formation and project selection and Budget planning
  • People management including project teams, consultants, FTE’s in multi vendor environment
  • Work Break Down Structure creation and RACI chart maintenance
  • Measure Project Performance - Earn/Burn analysis
  • Artifact and deliverables management as per milestone, Traceability matrix maintenance
  • Responsible for streamlining work processes in various teams that include quality control, human resource, communication management and design
  • End to End Test management support involving System Integration testing, Quality assurance and control, Business acceptance testing and performance testing
  • Defect management, tracking and resolution for a business Unit
  • Arranged Stake holder conference calls, defect triage calls and handled issue resolution
  • Negotiations wif Governance CODG(Client Onboarding and Data Governance)& Business teams
  • Track and address change requests logged by teh business users.
  • Involved wif teams for Data conditioning, Data provisioning, Data Mining, Data Seeding, Data Quality and operational reporting.
  • Management reporting and presentations
  • Tracking progress to ensure zero slippage in schedule, cost and Quality of deliverables
  • Oversee project progress, suggest process improvements and tracks to closure
  • Envisioned and presented employee idea technologies concept to management to enhance team development and spirit.
  • Delivered enterprise solution projects on time, wifin budget, and wif high quality

Confidential, NY

Project Manager and Business Data Analyst

Responsibilities:

  • Project Management of TDMS - Data masking project in Investment banking & GWM domain ( Test data management sanitization-TDMS program as per Federal regulation)
  • Knowledge in various investment banking and wealth management applications like Fixed Income, Equities and order entry trading, derivatives, core processing and client reporting applications, Margin, General Ledger, Daily balancing, trading, clearing and settlement, stock record, deposits, trade confirms, reporting, Client Profile system, Bulk transfer, account opening, deposits, payment systems, funds transfer, ACATS etc.
  • Working noledge of end to end Data Masking Program/Project Implementation in enterprise
  • Review of Sponsor needs and suggesting enterprise wide value add recommendations
  • Arranged workshops, Brain storming sessions, meetings and stakeholder conference calls
  • Participated in feasibility analysis, solution analysis, design, execution, testing and implementation (SDLC) of TDMS
  • End to end Business data analysis for applications in Global wealth management group applications(GWMG) in various LOB’s
  • Data source gathering, Data Gathering for Mainframe and distributed systems
  • Business Requirements analysis and Scope management
  • Functional documentation of Business requirements (BRD)
  • Business Change Management
  • Developed QA strategies for Unit, System, User Acceptance Testing (UAT).
  • Information data management and archival
  • Resource management and end to end project planning
  • Project execution and milestone tracking wif deliverable status
  • Setting project cost, schedule and productivity benchmarks
  • Delivered enterprise wide compliance project pilot on time, wifin budget, and wif high level of quality and customer satisfaction
  • Tracking progress to ensure zero slippage in schedule, cost and Quality of deliverables
  • Day-to-day co-ordination/interaction wif teh clients/end-users and all other support groups
  • Compliance and Audit reporting, Dashboard preparation wif RAG status for all LOB’s in GWMG

Confidential

Project Manager

Responsibilities:

  • Duedelligence, Formulate and maintain strategy for meeting informational and business needs.
  • Investigate and evaluate IT solutions across all functions of teh organizational operations and IT systems (Program: Wholesale banking solution Atlas replaced by bancs 24 product)
  • Core banking solution implementation study/analysis and consulting
  • Initiate, lead and Analyzed various lines of business for business change and competitive advantage, delivery of IT solutions
  • Due diligence of existing systems, Gap Analysis and study of possible solutions
  • Analysis of Business change solutions and trends
  • Stakeholder discussions, Client need assessment and business case formulation
  • Worked wif business users to understand business requirements and analyze possible solutions.

Confidential, Alpharetta, Georgia

Project Manager

Responsibilities:

  • As a Project Manager, involved in project estimation, initiation, planning, execution, controlling and closure foe projects in Customer invoicing system - Billing, Data masking and Finance projects, MIS, SOX compliance program
  • Handled multiple development and maintenance projects wifin budget, and wif high level of quality and customer satisfaction
  • Handled projects of Data Scrubbing, Masking and expansions wif reference to statutory and federal requirements
  • Involved in cost budget analysis, scheduling, resource allocation, risk analysis, project execution
  • Business requirement assessment, Business change Management and Analysis
  • Business and functional need assessment, trends and solution analysis
  • Project scheduling, execution as per project plan and milestone tracking till closure
  • Write Project Plans, RFP’s and prepare business presentations
  • Directed a team, designed their time schedule and allotted weekly tasks
  • Implemented methodologies to enhance productivity and improve service levels
  • Responsible for preparing status reports and Dashboards for management
  • Conducted clients' communication sessions to evaluate client needs & ensure timely delivery
  • Coordinated & scheduled training programs to equip employees' wif advanced skills and thereby enhancing productivity
  • Involved in projects for Financial revenue generation and reporting depending on products and customer category for Business decisions.
  • Involved in projects for File extractions, transmissions and Report generations to Account Receivables, Account payables and General Ledger teams.
  • Involved in projects that need Data encryption, compression, transmission to print, and Invoicing
  • Sending reports to affiliates of Confidential, SLA defining and management.
  • Various project related activities such as estimation, review/delivery of tasks, delivery management, team development/management and interaction wif business teams, technology and system affiliate users, Management etc.

Confidential

Business Analyst and Program/Project Manager

Responsibilities:

  • Program Manager for Transition and Transformation program Harvest for various lines of business
  • Project manager in core banking applications, Core Business Solutions business stream(LOB) Development and maintenance projects
  • Project Manager for Security domain (CSE) and Savings (PSV) applications.
  • Worked on Core banking, General Ledger, Basel project and performance reporting
  • Led as a program manager for Applications Transition program-Harvest.
  • Led and developed full scale of project plans and executions.
  • Responsible for more TEMPthan one cross-company project at a time.
  • Define teh project scope of work, financial plan, its goals and deliverable.
  • Managed all aspects of teh project business plan and budget.
  • Project Estimation, planning, execution and tracking
  • Business analysis and data gathering for savings application functionalities
  • Involved in Use case design and functional documentation
  • Business solution analysis, requirement assessment and business case formulation
  • Participated in Solution Design and execution of new interest calculation methods for savings account
  • Managed operational, financial and technological aspects of projects based on time-lines and work plans
  • Identified resources requirement, assigned responsibilities, coordinated directly, and indirectly project staff to ensure successful completion of teh project
  • Tracked project deliveries using project management tools.
  • Reported on project progress and communicated relevant information to superiors
  • Resolved, traced and escalated critical issues to minimize project risk factors
  • Directed, supervised, supported and coordinated teh project staff
  • Communicated intensively wif contractors, vendors to establish cordial/effective working relationship
  • Assigning teh work from functional & technical perspectives.
  • Liaising/ Interacting wif offshore and Onsite Management
  • Establishing & monitoring Release/Change Management, Defect /Quality Management processes
  • Defined Change Request execution model, effective production support and enhancement activities
  • Various project management activities such as Resource management, Project Estimation, Delivery management, Issue resolution, Team management, Quality Assurance activities, Financial reporting.

Confidential

Business Analyst/ QA Analyst

Responsibilities:

  • Participated in various SDLC phases especially design, development, testing and Implementation
  • Implementation support for Core Banking Solution in SBI branches
  • Requirements gathering and Business/ functional documentation
  • Participated in teh planning, estimation and resource allocation for a project on banking solutions
  • Infrastructure upgrade, tool installation, roll out in branches, set up and solution deployment
  • Assisted in functional and technical specification docs, Traceability matrix maintenance
  • Developed testing plans for unit, system and acceptance tests.
  • Testing “ Front End, General Ledger, Deposit functionalities “ in Business process Reengineering
  • Technical Specifications/Coding for various reports needed by SBI.
  • Training sessions & presentations for Bank business users about application functionalities.
  • Interaction wif Confidential bankers to gather requirements for teh Functionalities needed for Metal Gold Loan - Sweep Transactions Core Banking Application.
  • Testing of Deposits, Sweep Transactions, Currency Chest, General Ledger, Tax Deduction at Source, Account opening, Cash Teller and Maker Checker functionality, Extracts and Reports
  • Data reporting (Finance One product) for generating branch / corporate/product wise revenues

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