Results-orientated Assurance Manager providing direction and leadership to high performance teams to attain organizational objectives.

Proven track record of the following:

• Formulation and execution of strategic, financial and marketing plans to achieve company goals

• Introduction of innovative solutions and strategies to improve efficiencies

• Development and implementation of robust operational processes

• Profit and loss management

• Effective introduction and management of organizational change

• Establishment of high level relationships with key customers

• Recruitment, training and empowerment of employees to achieve key

performance indicators

• Strong revenue growth and performance excellence

Solid working knowledge of:

•Budgeting and forecasting

•Financial management and financial reporting

•Financial data interpretation and analysis

•Opportunity and risk analysis

•Performance management

•Quality management

•Process improvement

•Market research and analysis

•MS Office

Achievements:

· Consistently maintained the Operational Contractual Agreements (SLAs) over 99%

· Achieved the improvement of Profit Margin from 8% to 17%

· Consistently maintained the CSAT Index over 4.2 YoY

· Driven many employee recognition programs to improve employee morale

As a change management consultant, I have enabled the awareness and adoption of new technologies and/or processes by encouraging leadership alignment, understanding organizational impacts and developing appropriate interventions to minimize business disruption.

Notable Engagement

Roles:Lean Coach

Client: Manufacturing

Specialties:ITSM Service Design, ITSM Service Transition, ITSM Service Operation & ITSM ContinualImprovement

Location:Japan

Duration:9 months

Responsibilities:

• Developed policies and procedures for implementing changes to production IT environment, including risk analysis / mitigation, technical documentation, communication plans, implementation / back-out plans, and change calendar.
• Facilitated communications between and gained consensus from IT teams. Collaborated with IT partners regarding change management and championed policy / procedure compliance.
• Presented processes and value to teams. Coordinated tasks among IT resources, management, and customers. Conducted weekly meetings facilitating discussions and evaluation of proposed changes.
• Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business units.
• Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages. Provided appropriate data to external audit company.
• Utilized Remedy Action Request System and Change Management applications to support Change function.
• Applied tools such as a VSM, NV-V-VE(KAIZEN), TIMWOODS, RCA, 5Ys, Time and Motion Study, KANBAN, Mistake Proofing / Poka Yoke, Five S and Problem Solving / PDCA.

Achievements:

• Increased efficiency 45% through reengineering request management process resulting in deployment of new Scale's Request Center software for on-line management of all IT Service requests and Service Task delivery.
• Developed a leadership alignment approach and employee communication plan, which increased the awareness and adoption of a major organizational restructure and saved the organization $1.5 million.
• Defined the strategy, deployed the tactics and the developed the sustainment plan that increased usage of internal self-service channels by 20% and reduced call volumes by 10%

Responsibilities:

• Developed policies and procedures for implementing changes to production IT environment, including risk analysis / mitigation, technical documentation, communication plans, implementation / back-out plans, and change calendar.
• Facilitated communications between and gained consensus from IT teams. Collaborated with IT partners regarding change management and championed policy / procedure compliance.
• Presented processes and value to teams. Coordinated tasks among IT resources, management, and customers. Conducted weekly meetings facilitating discussions and evaluation of proposed changes.
• Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business units.
• Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages. Provided appropriate data to external audit company.
• Utilized Remedy Action Request System and Change Management applications to support Change function.
• Applied tools such as a VSM, NV-V-VE(KAIZEN), TIMWOODS, RCA, 5Ys, Time and Motion Study, KANBAN, Mistake Proofing / Poka Yoke, Five S and Problem Solving / PDCA.

Achievements:

• Increased efficiency 45% through reengineering request management process resulting in deployment of new Scale's Request Center software for on-line management of all IT Service requests and Service Task delivery.
• Developed a leadership alignment approach and employee communication plan, which increased the awareness and adoption of a major organizational restructure and saved the organization $1.5 million.
• Defined the strategy, deployed the tactics and the developed the sustainment plan that increased usage of internal self-service channels by 20% and reduced call volumes by 10%

A Global Service Delivery Manager heading operations & services for all global customer accounts, programs and contracts.

Responsibilities include:

· Responsible to ensure uninterrupted Product services across globle.

· Responsible for day to day global delivery of Services

· Provide leadership, direction and coach/mentor team

· Implement, monitor and adhere to best practices for global delivery locations

· Implement process improvements

· Manage to “Scope of Work” and “Change of Scopes”

· Assist with new launches or new business with client(s)

· Assist with invoicing (provides data, not invoicing)

· Delivers to expectations

· Provides executive management presentations on service offerings

· Participates in on-going service delivery meetings

· Global expense management

· Drive continuous improvement

· Skills, Licenses, Knowledge, Education and Training

· Manage onshore and offshore resources and activity virtually as well as sensitivity to cross cultural differences

· Financial management on a global level

· Manage Service Integrator

· Manage vendors and 3rd party service providers

· Spear-headed Service & Delivery Capability building in making the organization delivery it’s Product across the globe.

Achievements:

· Built best in class service delivery model

· Built a stand-alone cloud based infrastructure for product delivery and support

· Ran and sustained service delivery for all existing customer base across the globe

· Achieved smooth transition of the customer (Banking Service Provider) to digital platform and support their customer base growth upto 10X