Girish Hariharan Email & Phone Number

Singapore

• Leads the organization of vertical and account delivery executives and their budgets in performance of delivery within the APAC Region.
• Provides direction to Account Delivery Executives for achieving Delivery Excellence with an understanding and following of established company policies and procedures.
• Ensure month to month improvement progression of all Service Level Objectives for Manufacturing clients in APAC.
• Leads client improvement programs to ensure customer… Show more
• Leads client improvement programs to ensure customer satisfaction ratings are at above expected client & business goals.
• Establishes / manage set budgets by account / geography to ensure all business goals are met or exceeded Oversees business activities to ensure a high standard of professional excellence is maintained among staff.

Singapore

• IBM SG – Global Service Delivery Manager – BHPB Account, July 2011 to Present
• Managed the Global Service Support and Delivery functions for Enterprise Voice service and its Interfaces including but not limited to delivery management of the Service Management teams, Internal & External Vendor.
• Established Continuous Service Improvement Governance Process with Client and Vendors.
• Helped in establishing the Global Service Catalogue and also conducted… Show more IBM SG – Global Service Delivery Manager – BHPB Account, July 2011 to Present
• Helped in establishing the Global Service Catalogue and also conducted Service Readiness Training sessions, as a part of Project cut-over into BAU.
• Built relationship with Multiple Product and Service Vendors related to Enterprise Voice Service.

Bengaluru Area, India

• IBM IN – Supplier Relationship Manager – RSA Account, July 2010 to July 2011
• Developed DOU & SOW, also in driving process improvements throughout the Operation, as well as improving operating performance of supplier’s application processing, Policy issuance, billing, Commissions, License.
• Developed Supplier Procedures, Tools, Infrastructure and SLA conformity.
• Orchestrated three project teams in improving business… Show more IBM IN – Supplier Relationship Manager – RSA Account, July 2010 to July 2011
• Orchestrated three project teams in improving business processes and ensuring optimum performance.
• Provided ongoing operational process analysis, identified and resolved operational issues & constraints.

Bengaluru Area, India

• IBM IN – Service Delivery Manager – Diageo Account, December 2007 to June 2010
• Oversee 120+ employees and act as a single point of contact for the DIAGEO GLOBAL Command Center delivery & managing Escalations by Owning & managing all the events/incidents (Crisis Event / Major Incident) on the IT.
• Helped in Setting up of Global SAP Command Center in 2008, which later culminated into Global Command Center covering all cutting edge… Show more IBM IN – Service Delivery Manager – Diageo Account, December 2007 to.
• Helped in Setting up of Global SAP Command Center in 2008, which later culminated into Global Command Center covering all cutting edge Enterprise technologies in 2009.
• Helped in successful renegotiation and contract signing / extension through customer reference-ability.
• Contributed to the overall Green SLA status for the Diageo Global Account for a successive period of 2.5 years.

Bengaluru Area, India, Singapore

• TECHNOLOGY LEADERSHIP RESULTS IN ACTION
• ROAD-MAP DEVELOPMENT – Analysis and Input to Strategic program plans for SAP, Voice and Networking tools, plus cross vendor collaboration on long-term solutions viability.
• PROCESS IMPROVEMENTS & QUALITY – Increased productivity and systems availability by 30% with new service management processes thus improving the overall Services Quality.
• SERVICE LEVEL MANAGEMENT – 100% performance to SLA standards across Multiple Global… Show more TECHNOLOGY LEADERSHIP RESULTS IN ACTION
• SERVICE LEVEL MANAGEMENT – 100% performance to SLA standards across Multiple Global Accounts over the last 5 years.
• EFFICIENCY IMPROVEMENT – Improved Service Delivery, creating 20% rise in MTTR with concurrent increases in client satisfaction and performance gained by instituting KPI measurements and focus on root cause analysis.

Bengaluru Area, India

• Artech Info systems – Client Infrastructure Specialist (External ITSM CONSULTANT for IBM) – Diageo Account, December 2006 to December 2007
• Recruited to design and lead client projects focused on operations and change management, service Quality, process improvement, performance measurement, team solutions and leadership development.
• Directed quality-improvement and associated change-management initiatives, achieved 35 percent reduction in cycle time from approvals to closing… Show more Artech Info systems – Client Infrastructure Specialist.
• Directed quality-improvement and associated change-management initiatives, achieved 35 percent reduction in cycle time from approvals to closing, eliminating 80 percent of unapproved / unsuccessful / Failed Changes.
• Optimized performance measurement system for the customer, thus substantially improving integration of quality, operational, and financial information.
• Green SLA Attainment for APAC for a consecutive period of 14 months

Chennai Area, India

• TCS IN – Systems Engineer – AC Nielsen Account, June 2005 to November 2006
• Designed and supported the onsite-offshore model of the client's functional environment, with 24/7 Support for mission-critical applications, and instant response mechanism.
• Set up Infrastructure Support Desks and application support for the customer successfully.
• Supported business strategies/objectives by developing and implementing performance-measurement System to substantially improve… Show more TCS IN – Systems Engineer – AC Nielsen Account, June 2005 to November 2006
• Supported business strategies/objectives by developing and implementing performance-measurement System to substantially improve integration of quality, operational, and financial information.
• Teamed with product development to integrate customer data into new products that increased revenue & customer satisfaction. Show less

Chennai Area, India

Chennai Area, India