Service Delivery Manager Resume
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SUMMARY
- IT Professional with 12+ years of experience in application maintenance services, transition, outsourcing, global delivery, business analysis and has led successful Application Delivery/Transition/Transformations (Run better and Run different initiatives)
- Experienced ITIL V3 service delivery/Transition manager. Hands on ServiceNow and Remedy ITIL tools mainly in reporting modules
- Managed service portfolios between $1M - $20M in yearly revenue as an outsourced service provider service delivery manager with a global team size between 10 to at most 250 - across the spectrum (Hosting, Middleware, Infrastructure) specializing in application services management.
- Passionate about developing strong partnerships with business groups, IS teams and vendor/Supplier eco systems.
- Managed large multi-cultural global teams (UK, US, India, Sweden) and excelled in challenges that come with time zones, language and culture.
- Extensive experience in Service design, transition, delivery, stake holder management, service reporting and drive continuous improvement.
- As part of Run better and Run Different initiatives, achieved a target of greater cost savings to both clients and customer
- Results driven professional recognized for, delivering successful projects, pivotal role on major initiatives, adapting to rapidly changing environments and resolving client/business-critical issues to ensure realization of agreed objectives
- A farsighted leader with good communication, team building, interpersonal & analytical skills. Proficient at building strong working relationships with customers, co-workers and management
- Fully conversant with SDLC methodologies and Confidential Quality processes
- Handled the projects with Waterfall and Agile methodologies
PROFESSIONAL EXPERIENCE
Confidential
Service Delivery Manager
Responsibilities:
- Manage the overall engagement, resource planning, maintain project governance charter and status, provide updates to clients through status meetings and reports or presentation
- Successfully transitioned cross functional services including the process areas like incident, problem and change management and R&D IT services from in house team to Confidential within estimated timelines including infrastructure, middleware, bespoke supplication support and commercial off the shelf products. (500+ global users ; 4 R&D sites)
- Contribute to Service design, IT Strategy with senior stakeholders in steady state
- Establishing application management framework, Service introduction framework and tailor service operations based on ITIL methodology
- SLA reporting, Service reviews, Escalation Management, Compliance and Contract Governance
- Branding and communication for IT services within the organisation - IT road shows, planning and implementing service improvements based on user surveys
- Resource management for work stream leads - performance appraisals, learning plans and career progression within the organisation
- Instrumental in the preparation of service reports - weekly / monthly governance reports for CIO
- Hands on ServiceNow and Remedy tools mainly in reporting modules
- Worked in the business process gap analysis
Service Delivery Manager
Confidential
Responsibilities:
- Work with Delivery director for overall engagement in preparing governance charter, defining service objectives and resource planning
- Align application portfolio with overall IT strategy of the client organisation, improve compliance and contract adherence in line with service level agreements. Conduct quarterly portfolio reviews with business relationship managers
- Drive portfolio rationalisation including application roadmaps and establishing total cost of ownership
- Drive optimisations to improve resource utilisation within a global team of 60 associates
- Explore models that align IT services directly with business outcomes rather than IT parameters
Application Service Manager
Confidential
Responsibilities:
- 3rd and 4th level application support includes incident, problem and change / configuration managements
- Validate user requirements and coordinate with offshore delivery teams for implementing application enhancements
- Conduct problem investigation; assess impact of changes, planning application releases.
- Receive technical transition from project teams for new services, build knowledge base
- Prepare weekly and monthly metrics report
- Identify ideas and implement the continual service improvements
- Lead the disaster recovery exercise for R&D applications
- Support the decommissioning activities of R&D applications
- Left shift the known incident and service request to the 1st level application support
- Ensure the quality of the deliverables complying client / Confidential standards
- Performed business analysis to document as-is and to-be functionalities
Business Analyst / Consultant
Confidential
Responsibilities:
- Business analyst for developing the clinical data supporting application
- Project planning and preparation of the documents like BRD (Business requirement document), RTM (Requirement Traceability matrix)
- Preparation of business process flow diagrams
- Design, Coding, until testing of .NET and SQL modules.
- Analyse UAT defects, bug fixing, Performance and load testing
- Ensure the quality of the deliverables
PL/SQL Developer
Confidential
Responsibilities:
- Administer and maintain the production database servers
- Deploy the database scripts and patches in the production environment
- Design, Coding, until testing of .Net and SQL modules
- Analyse UAT defects, bug fixing, performance and load testing
- Preparation of user requirements and function specification documents
- Update the requirement traceability matrices and prepare RACI matrices
- Work on the required documentation and ensure the quality of the deliverables
Confidential
Lecturer
Responsibilities:
- Work as student mentor
- Conduct classes on Biostatistics and Computational Biology
- Manage computer laboratory sessions