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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

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