Customer - Arla Foods

As a Service Delivery Manager (Cloud) my goal is to manage the overall delivery commitments to the customers. With focus on service quality, customer satisfaction, efficiency, effectiveness and improvement often working as part of a multi-disciplined and multi-organization team, 3rd party contractors, to get the best results for your customer. Also, to gain absolute knowledge end-to-end composition of the delivered service.
As Cloud Delivery Manager has Primary ownership of accounts, ensuring alignment with customer releases plans and internal processes, driving initiatives, interacting with other customer’s departments and suppliers, identifying opportunities for upsell and being proactive in all areas.

Successful in strengthening Operation, collaborate with major functions (Public & Private Cloud Delivery, Office 365, End User Computing) along with delivering Organization Goals. My outlook is International but sensitive/respect different cultures and modes of operation. Good in articulating and presenting things at Senior/ Board level. Work with internal business leaders to identify new opportunities.

Customer Satisfaction
• Accountable for operational customer satisfaction.
• Ensure Service Level Agreements (SLAs) are achieved.
• Responsible for actions being defined and implemented to close any operational gap in customer satisfaction.

Delivery
• Drive innovation towards customer and technology roadmap for customer.
• Ensure services are delivered as contracted and according to the defined Key Performance Indicators.
• Report the agreed KPIs to the customer.
• Manages the respective Service Lines to ensure proper delivery of services and appropriate escalation in case of delivery issues.
• Accountable for capacity planning for the account.
• Run operational risk management.
• Ensure customer environments, processes, contracts etc. are well documented and adhered to.
• To lay the foundation in establishing processes to provide consistently high levels of customer service in a cost-effective manner.
• Develops lasting relationships with client personnel that foster client ties.
• Identify ways to improve operational agility and efficiency

Finance
• Accountable for achieving market conformant costs from the delivery organization.
• Support finance processes for the contract.
• P&L analysis (after months-end closing).
• Support the budget preparation for the customer within SL.

Governance
• Ensure that adequate governance with customer is in place.

Customer worked withVodafone, CLS Bank, Dixons Carphone Group.

• Worked as a T&T Manager (Cloud)for Transformation of existing Public Cloud & Private Cloud for a large Telecom Giant (Vodafone) to IBM Managed Public & Private Clouds across Globe.
• Responsible for end-to-end responsibility of delivery.
• Providing clear leadership to the program team, stakeholders, delivery partners and colleagues
• Ensure that projects are comprehensively planned and executed as smoothly as possible, successfully managing stakeholders, client partners, and third parties
• Establish criteria concerning deliverability, performance, maintenance, design and costs
• Strong hands-on experience in managing a complete set of activities related to the project delivery like SOW negotiation, project Kick-Off, project delivery and execution.
• Working with Transition Leads/SMEs and Program Leads to oversee all project-level activities worldwide and across all delivery organizations to manage day-to-day tactical activities.
• Clearly communicates information and ideas to individuals & teams in an articulate, focused and compelling way.
• For the top management and the client - act as a single point of responsibility over any delivery related matters, including escalations, upsells, ramp-downs etc.
• Strong team building skills, with ability to build quick and effective work rapport with distributed team members.
• Assure governance of processes in delivery management as per selected delivery model

Leading the initiative of Cloud COE in T&T Dept for Poland

Responsible for establishing technology strategy for current & future products deployment and IT operations for products hosted on cloud (Amazon Web Service (AWS)) to provide best in class scalability, performance, reliability, and above all, able to handle millions of users concurrently.

• Managing Four Consumer Products, which Reliance Jio has launched under its Consumer Cloud umbrella.
• Customer base for the Cloud product, estimation of 100 million user, for which planning and execution for infrastructure is under my span of control.
• Direct all activities associated with infrastructure performance and reliability including capacity planning, trends, and application performance
• Monitor and model system stability, performance, and throughput
• Plan for continued improvement of cloud architecture and operations
• Collaborate with information security on core enterprise security strategy
• Work within our senior leadership team to shape the strategy for the business
• Lead cost estimating, contribute to a business case, monitor and control project budgets, look for opportunities to minimize the project costs.
• Experience implementing and driving a DevOps culture and ability to collaborate with Development to provide automation and continuous delivery functionality
• Experience creating policies and procedures to use AWS cloud-based Services and scaling to manage costs and ensures most efficient use of infrastructure
• Recruit and onboard high energy, high velocity engineering talent to build and provide the Engineering practices services
• Lead, coach, and mentor a team of Infrastructure Engineers, DBAs, and DevOps Engineers who support cloud applications and services

Handled more than 100 IT Infrastructure solutions for various Global customers. Also led from front to ensure smooth and efficient transition from incumbent to Rolta for several large engagements within planned and committed timelines.

• Architecting IT Infrastructure Solutions and Providing Pre-sales/Post-sales support
• Preparing Solution Proposals, Customer Presentations, Tender Specification and Bill of Quantity (Bill of Material). Ensuring compliance with technical & contractual requirements of RFIs
• Solution approach incorporated IT best practices for Cloud (Public/Private) and emerging technology. Organized approach and quick adapting ability for modern technologies.
• Preparing Solution Proposals, Customer Presentations, Solution Architecture Diagrams, Case Studies & Tender Specification and Bill of Quantity (Bill of Material).
• Worked with Partners to make Joint Go-To-Market Strategies
• Ensuring compliance with technical and contractual requirements of RFIs/RFPs
• In-depth and working knowledge of assessing operational risk cause and effect on profitability
• In-depth and working knowledge with constructing, tailoring, and negotiating business continuity and disaster recovery contract SOW for both customer engagement and partner provisioning
• In depth knowledge with BC/DR gap analysis, recovery strategy, BC/DR plan development and implementation, creating project plans and facilitating annual Crisis Management, Business Continuance and planning disaster recovery exercises.
• Leverage and use specialty expertise to seek out new opportunities and expand and enhance existing opportunities to build pipeline and drive pursuit
• Exhibit deep expertise in proposing and developing optimal solution approach that is pragmatic, technically feasible, and profitable.
• Excessive exposure in IT Turnkey Projects. Government Sector, India & Abroad.
• Collaborate with the various internal and external teams in pursuit of new business contracts
• Lead/Participate in Due Diligence/Customer Meetings
• Developing vertical specific infrastructure offerings/solutions and supporting collaterals
• Integrate existing service offerings into new deals

Few Important Projects Wins

MPSRDH, ICDS Integrated Child Development Services, Sadara (Saudi Arabia),

RTA Road & Transport Authority (Dubai)