Role: Project Manager

• The responsibility includes accountability for service performance, team management and P&L for the account
• Establish the service delivery model as managed services state and take effective steps for the team and customer organisations in accordance
• Maintaining the stakeholder relations (business leaders of customer organisation) and represent the team in various service reviews

Role: Delivery for IT programs and services tomultiple customers

• Handled program delivery of several outsourced Indian customers in manufacturing, chemicals, banking and financial services industry – applications development and support including SAP applications (AMS), multiple consulting and other projects
• Program Governance:
  • Own SLA based service delivery for IT Services management, Project Management Oversight for multiple projects; Planning and fulfilling the resources
  • Handling Operations – Delivery team leadership and direction, SPOC for customer and for internal delivery teams, setting operations priorities, service improvement plans, ownership of customer satisfaction
  • Own the gross margins and costs, billing and collections, Customer and internal reporting, Balance Score Card
• PMO Function – Played a pivotal role in designing the PMO structure to suit the customer environment and accommodate delivery of projects and services in an offshore - onsite–delivery scalable model
• Handled transitions of large outsourcing engagements in Application Management Services, Consulting and ongoing programs
• Handled teams above 200 people, responsible for their career planning, performance and growth
• Handled Contract and Risk Management function, ensure profitability of existing accounts, housekeeping of contracts
• Sales Support, Proposals development – identify and facilitate new business opportunities

• Delivered a software portal application using MS tools (VB, ASP, VC++, SQL server 2000) as Project Delivery Manager. Among others, responsibility included, managing a team of 22 engineers and designers, issue handling and resolution, delivering work products and maintaining client relations
• Complied to SEI CMM Level 5 quality norms while working Quality Assurance Manager
• Completed requirement gathering including analysis and mapping of the business processes - major tea company in the inventory functions and major hotel chain for customer feedback

Role: Supporting organisation IT Management (Applications)

• Managed projects in IT Services – new facility and expansion of existing facilities
• Managed IT service delivery – Customer Relations, SLA management, liaising, reporting, team management, risk management, vendor relations
• Setting up of new GOC / ODC – program managing the activities of multiple stakeholders across geographical locations and transition customer’s IT support and service delivery organisation
• Responsible for budgeting for IT Service Delivery - budget planning and approval, tracking of expenses and senior management reporting.
• Facilitate procurement of IT equipment for the projects
• Managing risks and risk mitigation plans; working towards BS 7799 certification and BCP / DRP.
• Helped the IT Management to become ITIL compliant in areas like SLA and Service Catalogue, Helpdesk, Problem Management, Incidence Management, Change management.
• Application management – new requirements, upgrades, implementation and support
• Other managerial functions including hiring, multi-site office coordination, resolving inter- departmental issues etc.