Dilshan Elvitigala Email & Phone Number

I am currently responsible for leading global resource management at Fortude, where I oversee the proactive identification and timely allocation of resources to support organizational objectives. My key responsibilities include:Strategic Resource ManagementProviding strategic direction and oversight for resource management initiatives across the organization.Developing and distributing resource utilization reports, resource allocation strategies, billing variance analyses, and corporate dashboards to optimize billing processes and drive center utilization efficiency.Forecasting and Capacity PlanningForecasting resource demand based on sales pipelines and quarterly capacity planning.Managing rotation plans and mitigating risks associated with attrition to ensure optimal staffing levels and minimize project disruptions.Bench Management and OptimizationMaintaining a healthy bench by collaborating with practices to align long-term bench resources.Optimizing project margins through strategic resource allocation in collaboration with the Project Management Office (PMO) team.Collaboration and AlignmentCollaborating with Regional Chief Operating Officers (RCOOs) to ensure timely staffing and aligning resource allocation with regional business objectives and growth plans.Talent Acquisition and DevelopmentCoordinating with HR Talent Acquisition to onboard external talent and integrate them seamlessly into project teams.Assessing project skill requirements, managing resource pools, and facilitating skill-gap training through up-skilling and cross-skilling initiatives to ensure high-quality project delivery.Operational Efficiency and ReportingEnsuring optimal resource allocation to projects to maximize profitability and minimize revenue loss.Providing regular and ad-hoc operational management reporting to stakeholders, addressing operational challenges proactively in a dynamic environment.

Sri Lanka

Virtusa Corporation is an American IT services company founded in 1996 in Sri Lanka and has its headquarters in Southborough, Massachusetts, United States. The company provides IT consulting, business consulting, systems implementation and application outsourcing services to large enterprises and software vendors.The company has several delivery centers in India and Sri Lanka with the ones in Hyderabad, Chennai and Colombo being the largest.▪ Responsible for managing the resource pool for all technologies to ensure the demand and supply is effectively managed in CMB. (2000+ resources in the location)▪ Leading a team of 5 associates in location and business unit resource management and overlooking as the standpoint of Resource management in CMB location.Working closely with Business Unit / Segment leads on all staffing requirements to ensure on-time resource fulfilment, effectively plan resources for future projects in the pipeline and develop resource plans for growth acceleration.▪ Forecasting quarterly resource demand, capacity planning, rotation planning and managing project ramp-ups and ramp-downs.▪ Coordinating with HR recruitment team to identify & absorb required talent externally on schedule and support delivery teams by timely fulfillment based upon business requests.▪ Preparing and distributing a corporate dashboard to track resource utilization, optimize billing utilization, track unbilled resources, generate alerts to find allocation errors, fix revenue leakage and monitor the progress periodically to drive the center utilization.▪ Understanding skill, competency requirements for project deliverables and supplying / managing the available healthy resource pool and maintain skill-gaps and facilitate trainings on new skills by up-skilling/ cross-skilling for new business start-ups.▪ Operations related management reporting on regular / adhoc basis.

Sri Lanka

Senior Consultant at Resource Management Team

Colombo 02

Firstsource Solutions Limited is a provider of business process outsourcing services headquartered in Mumbai, India. Firstsource Dialog Solutions was a joint venture between Firstsource Solutions and Sri Lanka based Dialog Telecom Axiata PLC from 2011 to 2017. Dialog Axiata PLC, is one of Sri Lanka's largest telecommunications service providers, and the country's largest mobile network operator.▪ Creating and reporting MIS / BPMS report (Business Process Management System) and presenting at Operational level.▪ Completion of monthly incentive evaluations based on agent performance for entire call center agent base.▪ Managing the Quarterly, Monthly, Weekly and Daily Report Creating and producing the actionable information.▪ Sharing on-time data for management decision making.▪ Streamlining the processes to produce results by innovating new methods to perform in an efficient and effective manner.▪ Constantly practicing / tracking required standards of labor laws and providing info to HR team.▪ Providing accurate and appropriate data, analysis of processes, revising to make improvements all the time.▪ Communicate and present analytical findings to the management team to improve occupancy, efficiency and effectiveness of employee base.▪ Having up-to-date information to be shared all the times.▪ Identifying top performed staff by maintaining a Skill gap and a referral scheme of promoting employees to the next level.▪ Participates and facilitates cross‐functional team meeting and training to solve recurring internal customer issues.▪ Ensure the customer receives the assistance needed to implement the recommendations and solutions.

Colombo 02

▪ Achieving all KPIs related the individual performance & contrite positively towards the team & center.▪ Assigning the right employees with the right skills to the right job at the right time.▪ Real‐time adherence monitoring, accompanied by customized reporting.▪ Provides information needed to manage organization effectively (Management information system).▪ Forecasting of workload and required staff.▪ Integration of employees into the scheduling process.▪ Analysis and monitoring of the entire process.

Colombo 02

Colombo 02

▪ Handling hotlines with regard to booking appointments and tickets such as E-channeling / Movie Ticketing for EAP theatres / Event ticketing ticketslk.com for Dialog customer base.▪ Handling enquiries and providing help and advice to customers over the hotlines such as Visa Facilitating Service (VFS Centre for UK Visas) and BIMA Mobile Insurance Service (444)▪ Providing product information over the hotline for Wow.lk and Anything.lk customers▪ Work as the relationship officer between the customers and client transactions.

Colombo 02

Achieving all KPIs related the individual performance & contrite positively towards the team & center. Handled customer interactions effectively and efficiently and provide first contact resolution. I was able to attend to assigned duties with minimum of supervision. Depending on the situation, I was expected to pay more attention in order to ensure the expected Service Level Agreements are within the control and KPIs are met.▪ Work as the relationship officer between the customers and inter-departmental transactions.▪ Handling customers within set time frames, providing First Call Resolution & adhere to customer service best practices.▪ Educating the customers about products and services.▪ Maintain high level of Internal and external customer services by meeting and exceeding expectations with emphasis of high level of professionalism quality, value addition, timely delivering and relationship building.▪ Escalation of customer issues via complaint management system to relevant divisions for timely resolution.▪ Trained new recruits by observing calls & sharing knowledge on products & services.▪ Participated in data gathering into call center database and other data repositories.

Master Of Business Administration - Mba, Business Administration And Management

Professional Diploma In International Business (Scqf Level 11), Scottish Qualifications Authority (Sqa), Uk In Partnership Of Lsc, Uk

Higher Education Qualifications (Heq) - Bcs Level 4 Certificate In It, Level 5 Diploma In It

Sun Certified Java Programmer Certification - Java 2 Platform, Se 1.4

Education record

High School Diploma, General Certificate Of Education Advanced Level