SUMMARY

• Confidential is a Service Delivery Manager with 13+ years of experience.
• He has an excellent track record of managing and directing client engagement, enterprise service management, collaborating with project teams and interfacing with client executives.
• Experienced in leading the managed services engagement with 130 resources across the globe.
• Experienced in Client account management
• Experienced in Enterprise Service Management
• PMI Certified project management professional with proven track record of successfully delivering the IT projectsand managing the agreed upon service levels
• Experienced in establishing partnerships with client VP’s, AVP and IT directors
• Experienced in completing successful IT transition and transformation projects
• Efficient in stakeholder expectation management while maintaining a balance across scope, budget and schedule
• Experienced in establishing the independent verification and validation processes
• Experienced in design and development of application software
• Experience in resource management starting from recruitment, training, scheduling, expectation setting, appraisingand attrition control
• Experienced in establishing the enterprise knowledge management systems

Areas of Expertise

• Building and managing partnership with business and client executives
• Program and project management
• Program/portfolio tracking, reporting and managing the service level agreements with defined quality standards
• Strategic planning and business development
• Stakeholder management and project communications
• Achievable developments plans and schedules
• Change, Risk, Issue and attrition management
• Problem solving and decision making
• Cross functional team building, coaching and mentoring

PROFESSIONAL EXPERIENCE

Confidential, Jacksonville

Service Delivery Manager

Responsibilities:

• Managing client account engagement and responsible for overall application delivery and service levels
• Managing the enterprise service levels, quality scores and operational level agreements for the account engagement
• Review daily/weekly/monthly service levels/metric. Provide recommendations and implementation of quality improvement methods
• Point of contact for client operations for questions or issues surrounding service levels specific to the engagement
• Manage client relationship and manage close partnership with client VP, SVP and IT directors
• Responsible for the preparation of management reports in line with CSC and client requirements
• Responsible for knowledge management and attrition management within the client account
• Interact and participate in client work groups, and where appropriate systems development projects, and other similar activities
• Participate in service delivery meetings providing status on service level team performance, potential issues, and providing input on continuous improvement and issue resolution
• Implement and maintains a rigorous process of using the metrics to assess performance and perform weekly team huddles to use the metrics reports
• Monitors monthly budget reports within Account Team. Management of headcount including overtime and all other
• Account Receivables team related costs whilst supporting management strategies aimed at achieving financial viability
• Monitor efficiency of Account team with a focus on improvement.
• This is done by actively working with the staff to assess training requirements and develop plans to ensure that staff needs are addressed
• Accountable for Operational Excellence initiatives and metric tracking

Environment: /Technologies Involved: Mainframe, JAVA, JSF, XML, HTML, DXSI, Objectstar, SEIBEL, COBOL, JCL, Control - M, EzTrieve, FoxPro, MS Server, MS Visio & SharePoint

Confidential, Jacksonville

Program Manager/Group Service Manager

Responsibilities:

• Overall accountability on the PLIS portfolio with 55 resources across the globe. Global P&L responsibility of $2.96K / Year
• Responsible for planning & executing the IT transition and transformation projects for PLIS application portfolio
• Conducting weekly/monthly governance meetings to review the portfolio status with the client VP and IT director
• Responsible for establishing the close partnerships with the client directors in the PLIS application portfolio
• Managing budgets, project estimations, schedules, risks/issues, resource utilization and executive reports
• Establishing and maintaining the independent verification and validation processes
• Establishing and maintaining the enterprise knowledge management systems
• Participate in project status, financial tracking, task allocation and monitoring
• Planning, scheduling, monitoring and executing the projects in PLIS Application Portfolio within the defined service level agreements
• Maintaining the production health of the PLIS portfolio application within the defined threshold of the incident and service request counts
• Ensuring that the team is accurately ramped-up, both in terms of size and skill set, to deliver the upcoming projects in the portfolio
• Mentoring, identifying training needs and scheduling the required training programs for the professionals in the portfolio
• Monitoring and supporting the career development plans for employees under his supervision
• Ensuring CSC ethics and working standard norms are followed
• Participate and provide support to the customer in their strategic planning of next generation systems
• Providing employee appraisal and timely feedback

Environment: /Technologies Involved: Mainframe, COBOL, JCL, Control-M, EzTrieve, CICS, CTG, MQSeries, IMS DB/DC, CLIST, MS Server, MS Visio & SharePoint

Confidential

Project Manager

Responsibilities:

• Managing the maintenance and enhancement of the project
• Managing budgets, project estimations, schedules and reports for the project
• Managing a team of professional employees
• Managing project delivery from offshore side
• Participating in project status, financial tracking, task allocating and monitoring
• Ensuring CMMI quality norms are followed
• Co-ordinates with the client and facilitates conference calls
• Ensuring CSC ethics and working standard norms are followed
• Providing employee appraisal and timely feedback
• Participating in status meetings to review ongoing tasks
• Participating in quality assurance and review meetings for deliverables
• Maintaining overall technical and functional responsibility of the project
• Monitoring project progress and preparing estimation sheets
• Ensuring the implementation of applicable verification and validation activities to achieve the high quality of deliverables
• Reviewing test plans and test specifications
• Mentoring other professional resources
• Project Planning, scheduling, monitoring and controlling, Closing
• Interacting with the customer for requirement gathering, providing answers to the questions, providing solutions etc.
• Estimation and design of the information ordering component
• Providing functional knowledge to team members
• Status reporting and managing stakeholder expectations
• Reviewing components that are to be delivered to the client
• Providing feedback to the team members and conflict resolution

Environment: /Technologies Involved: Mainframe, JAVA, COBOL, JCL, Control-M, EzTrieve, CICS, File-Aid, ABENDAID, Endevor, TSO, MSP, MS Visio, Play Books & SharePoint

Confidential

Team Lead/Team Member

Responsibilities:

• Preparing Technical Specification Document, Interface Document, High Level Design Document, Detailed Design Document.
• Performance reporting and managing team
• Facilitating conference calls with customer
• Providing functional knowledge to team members
• Reviewing components that are to be delivered to the client
• Interacting with the client and the onsite coordinator for issues and queries in the project
• Estimating, design and development of DMV interfaces for 15 states

Environment: /Technologies Involved: Mainframe, JAVA, COBOL, JCL, Control-M, EzTrieve, CICS, File-Aid, ABENDAID, Endevor & Panvalet

Confidential

Team Member

Responsibilities:

• Giving Production Support to solve application problems faced by users on a priority basis
• Working on root cause fixes by identifying and fixing the problems that are occurring repeatedly in Forecasting.
• Involved in coding, testing, review and documentation
• Preparing Test Plans for the programs that were coded/modified and executed both at Integration & system level.
• The complete integration testing is done at offshore and was over to ensure the stability of the application.
• Prepare the Weekly status reports
• SCM and SQA activities

Environment: /Technologies Involved: Mainframe, JAVA, COBOL, JCL, Control-M, EzTrieve, IMS DB/DC, File-Aid, ABENDAID, Endevor & Panvalet