Kirankumar T N Email & Phone Number

Bangalore

Experienced leader in IT Service Delivery with a strong track record of managing multi-geographical client portfolios. Led a team of 60+ professionals specializing in Environment Management, Deployment, Application, and Release Management services. Accountable for the DevOps team's Profit and Loss (P&L), driving transformation initiatives in process maturity, strategy development, and financial performance. Act as the head of Practice and Governance for Operations, Financials, and Member Management. Proficient in Client Relationship Management, including client governance, SLA reporting, stakeholder engagement, vendor relations, and escalations. Skillful in financial management, encompassing forecasting, margin targets, salary cost management, billing, and administrative cost planning. Spearheaded Process Governance for IT services across CGI India, ensuring compliance with industry best practices and implementing strategic plans for people, processes, and tools. Collaborated effectively with support functions and cross-functional teams to elevate operational performance and align with company Standard Operating Procedures (SOPs) for superior quality, service, lead time, and cost optimization.

Bangalore

Accomplished professional based in Bangalore, with a track record of accountability in Service Delivery and Infrastructure & Operations Management across banking, insurance, and retail accounts in the North America (NA) region. Led a 30+ member team to achieve operational excellence and drive ROI by optimizing total cost of ownership (TCO) for NA clients. Spearheaded Service Management transformation initiatives with a strong focus on operational efficiency.Key Achievements:Orchestrated delivery, integration, and supplier performance management for multiple services, ensuring efficient alignment with business needs and robust governance.Led Technology & Service Management Transformation at data center and infrastructure levels, facilitating the transition to IBM Data Centers and cutting-edge platforms.Transformed large account performance from "Red" to "Green," implementing service improvement initiatives, ensuring compliance, and establishing 24x7 client support.Successfully transitioned and transformed new client accounts from incumbent vendors to IBM, elevating CSAT scores, enhancing operational efficiency, and reducing costs through automation, Lean, and Agile practices.

As a Service Delivery Manager, I oversaw end-to-end project delivery and operations, leading multiple service management teams over a span of 2+ years. My role evolved to become a functional lead for a team of five Service Delivery Managers, providing an opportunity to work closely with senior executives and enhance leadership skills. My core responsibilities included ensuring a seamless client experience from entry to exit, maintaining contractual compliance and legal obligations, coordinating project monitoring and auditing, issue identification and resolution, continuous process improvement, and implementing client-centric processes. I also provided an effective on-call response service when necessary, utilizing a qualified team as required.

• Drive effectiveness and efficiency of infrastructure release management process• Liaise with Change Management, Infrastructure, application and business stakeholders.• Communicate infrastructure maintenance change notifications.• Review maintenance request forms from technical teams and follow up with the submitters of the changes.• Provide updated infrastructure maintenance activities list to Change Control team as required• Schedule infrastructure maintenance activities within the identified maintenance window per release calendar.• Perform Impact assessment for consolidated activities.• Consolidate the impact list provided for all maintenance activities and create application checkout / verification sheet for the release window.• Perform conflicts analysis and publish conflicts to all engineers and conduct a conflict analysis call.• Ensure there are no conflicts between the activities scheduled in the maintenance window.• Conduct Service Availability Manager Review calls to ensure business impact is analyzed.• Ensure Infrastructure checkout resource and application checkout resource alignment for all activities.• Provide inputs to change management to ensure there are no conflicts for other changes going during the infrastructure maintenance.• Monitor and provide implementation support during the maintenance window.• Status update as per communication plan during maintenance window.• Ensure infrastructure and application checkouts get completed as per the planned windows for the infrastructure activities that are part of the infrastructure maintenance.• Ensure proper coordination between dependent technical / application teams during planning and during implementation window.• Ensure communication to all stakeholders on impact of the activities well in advance. Also, ensure stakeholders are kept up-to-date on the progress during the implementation window.• Coordinate with support teams to resolve the issue during maintenance window.

• Develop detailed procedures and work instructions for high level GSAR global processes• Design and support deployment of Procedure Hardening and Execution• Develop process swim lanes / flow charts• Design and prepare checklists for best practice deployment and adherence auditing• At GSAR activity level capture entry / exit criterias, inputs / outputs, RACI, control point / KPI, Baselines / Hand-offs• Collaboration for process improvements and standardization across Geos, Accounts and Delivery Centers• Act as catalyst to train teams on hardened procedure execution and drive adherence• Review process execution practices and suggest innovative actions for improving productivity and effort reduction• Conduct compliance check audits and objectively report to project leaders• Prepare detailed process analysis and recommendation reports• Support Service Line owners and Process practitioners to drive enhanced performance through deeper data and insights• Deploy templates to present case stories on efforts undertaken and benefits achieved by Service Line teams

Drive effectiveness and efficiency of infrastructure release, change, problem and knowledge management processes• Liaise with Change Management, Infrastructure, application and business stakeholders.• Responsible to provide technical direction and coordination to the resolver groups involved.• Provide support and participate in the Change Control Board and change control process.• Provide appropriate inputs to the change management process, RCA preparation.• Develop an understanding of the clients organizational structure and infrastructure environment.• Handle conflict situations and make quick decision while handling CAB.• Manage and drive third parties to the quick resolution.• Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.• Ensure smoother KT for New Joiners’.• Provide support for Audit compliance as required.• Help in recruitment for Service Management.• Trainer for ITIL Foundation (Internal IBM Certification)

• Transition of Release Management Process from Customer teams to India Delivery teams.• Ensured a smoother transition and documentation for support of the Process from India.• Act as a central liaison for all transition activities for Release Management• Ensure understanding of SLA’s to India teams and Operationalize the same.• Ensured day-do-day transition communication between customer, IBM management teams and other stake holders.• Took full responsibility for the management of transition involving application vendors, IBM tech teams and Process managers for the Release Management work.• Ensured timely status communication of the Transition and smoother sign-off of the Process.• Ensured detailed project plans, risk and issue tracker to manage interdependencies.• Completed process documentation and work instructions for the Process to ensure smoother operations.• 30-60-90 plan was put in place and driven for success.

Aligned to an Indo-UK Insurance provider as an individual contributor to manage and control Business Development for Karnataka region. Focused on Controlling the Business requirements and Planning of new business model being implemented to eliminate waste and improve productivity. • Prepares the annual Business Development Plan as well as prepares the annual Work Plan.• Define and follow up of yearly targets and objectives.• Market analysis and deliver accurate business reports.• Serves as a lead facilitator both internally and externally for new projects and services.• Develop and manage client communication tools such as the corporate website. • Further develop multi-tier relationships to organically grow the clients’ accounts.• Develop the corporate brand strategy.• Develop and manage marketing tools and collateral for existing and new clients.• Implement business models so as to create new ventures.• Forecast long and short-range market potential in India for Management’s analysis.

• Initiate, develop and execute marketing strategies to achieve the goals of the division and in line with overall corporate objectives.• Actively and successfully manage the sales process: lead generation; credentials pitch; asking questions; solution pitch; negotiation; close; handover to the account management team.• Understanding of clients marketing objectives including their Return On Investment (ROI) objectives.• Develop a situation analysis of your company including its strengths, weaknesses, opportunities and threats to assist in the development of a strategic plan for the future of the business.

Master Of Business Administration (Mba), Human Resource/Marketing

Bachelor'S Of Science, Computer Science