Senior Delivery Manager
CurrentDuring this role, I hold accountability to manage the delivery of contractual obligations and value-added services to one of the largest beverage companies in the world. I provide thought leadership to the global service desk including data center services to ensure exceptional service delivery to 10K users across 7 countries in 4 languages. I conduct weekly, monthly and quarterly reviews for performance evaluation in collaboration with CXO's. I effectively oversee 120+resources across the US, Asia, and European countries including hiring, retention, motivation, and career growth. I successfully assist in creation of requests for proposals, master service agreements, statements of work, and change requests/orders. I develop and deploy end-to-end intelligent monitoring solutions by leveraging Ops Insight and View, Splunk, as well as customized tableau dashboards.• Successful implementation of Chat Bot to left shift voice call volume from 12% to 40%.• Achieved 25% Zero Touch through Chatbot/Virtual Assistant Usage with Gamification.• Secured the highest CSAT scores resulting in multi-year contract renewals by maximizing customer satisfaction.• Increased the CM% on the account by 6.8% by annual savings and upselling.• Reduced annual infrastructure costs by 15% and Mean Time to Resolve (MTTR) by more than 60%.• Reduced Major Incidents by 95% with regular patching and maintenance of core infrastructure devices.• Maintained first call resolution of +90% for in-scope knowledge base article and 60% for overall scope.Delivered strategic advice to the re-engineering team on architecture design and optimization.
