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 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 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 members.• Establishes and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets. Show less

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 support groups.• 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• 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 support groups.• Established Continuous Service Improvement Governance Process with Client and Vendors.• 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.• Ensured quality services are performed to the agreed SLA.• Managed Ticketing tool automation project for Incidents, Problems and Service requests related to Voice Service reducing the overall turnaround time for ticket closures by 65%.• Ensured that systems, processes and methodologies specified for Enterprise Voice Service are followed and to ensure effective monitoring, control and support of service delivery.• Managed service reports; areas covered include performance reports, service improvements, quality and processes improvements. Show less

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 Renewals and customer service for 34 Key Suppliers.• 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• 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 Renewals and customer service for 34 Key Suppliers.• Developed Supplier Procedures, Tools, Infrastructure and SLA conformity.• Orchestrated three project teams in improving business processes and ensuring optimum performance.• Provided ongoing operational process analysis, identified and resolved operational issues & constraints.• Managed project resources, progress, completion time-frames, and budget while exceeding key Operational performance targets, with results that include:− 150% increase in application processing output− 100% increase in policy issuance productivity− 30% reduction in policy errors− 0% failure on License renewals / DOU, OLA, Or Contract renegotiation & extensions Show less

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 infrastructure, majorly on SAP Products.• 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 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 infrastructure, majorly on SAP Products.• 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.• Recovered more than 1 TB of Space on SAP ERP System delivering 95% of Business thus reducing IT costs for 1 year by more than $2M.• Managed BAU, project resources, progress, completion timeframes, and budget while exceeding key Operational performance targets, with results that include:− 2 Year ends & 4 Half-Yearly ends Closed successfully− 300 Critical automated job monitoring enabled− 200% Reduction in Reactive tickets− 100% reduction in Pro-active tickets through Tivoli Show less

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• 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 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.• GLOBAL IT OPERATIONS – Enterprise Infrastructure support covering 2500+ customer devices (Including Wintel, Unix, VMWARE, Storage, Voice, Networking, Exchange & SAP), with global direction for Incident / Problem / Change Management 24*7*365.• COST CONTROL – $2M+ savings, plus transformation for services team from cost center to revenue-generating group.• PROACTIVE PROBLEM MANAGEMENT – 80% drop in Incidents, preventing recurrence by splitting efforts into short/long-term problem management.• ON-TIME DELIVERY – Deployment of actionable tools, data and components supporting multiple brands like Diageo, RSA & BHPB. Show less

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 (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, 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• Zero Incident and Problem Management Escalations from the customer during the work tenure. Show less

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• 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 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