An experienced & Certified IT Service Delivery Management professional with 19 years of exposure in IT Consulting, Project Management, Service Delivery, Operations Management and Customer Relationship Management. Excellent written, Communication, Presentation, Problem Solving and Interpersonal Skills with ability to work in multi-cultural environment.

Accountability includes P&L, SOW, SLA, Client relationship, Delivery Management. Responsible for managing the Operational Activities, Identification, Control, Tracking and Audit for all service delivery processes Responsible for meeting the SLA and preparing Penalty chart Develop remediation plans if service levels are not being achieved Provide performance trending analysis, review problem analysis and develop continuous improvement programs Reviewing the Monthly strategic reports with Clients and identify the areas of improvements  Ensure Business Continuity is in place for all services  Responsible for the Quality Adherence in the process Responsible for creating, updating procedure & process documents in knowledge repository as agreed with the customer Ensures that all stakeholders are well trained in the process and adhering to it Presenting periodic Dashboard reports on the current program, future opportunities and client issues People Management & Attrition ManagementProject Management Responsible for overall delivery of the team and the deliverables as a project (supplier to customer) Responsible for Project charter / Project Budget / CAR / Handling Internal FTE & External FTE

 Evaluate and prioritize Incidents received from the service desk team, as logged, tracked in the service management system Prioritize and escalate them based on Impact and Urgency and business case respectively Assign to appropriate support teams and keep the customer informed about the expected resolution time (SLA) Also update the customer about the progress of Incident logged with support teams Coordinate the service desk team’s and remote desktop support’s ITIL-based Incident Management process Assign Incidents to available members of the Desktop support teams as well as individuals in concerned support team  Interact directly with submitters or assigned owners of Incidents to discuss quality or process issues, as well as ensure timely resolution of Incidents Notify Service Desk Manager and remote desktop support’s manager of deficiencies in individual or team performance with respect to Incident Management, in the event direct contact with Support team members does not realize service improvements Coordinate with major incident team to work on distinct major incidents to analyze the root cause of the incident Raise incidents to Problem Management team when detected who then raise a problem record to prevent frequent occurrences of an incident which is being analyzed by the SME’s and Technical specialists Raise Request for change (RFC’S) for desktop support analysts on every change of CIs like Hardware, software etc Monitor change request, make decision on respective jobs and close change request upon completion of hotswap Update CMDB on every laptop, printer and scanner, flip2disk and other peripheral changes Incident resolution updated, customer confirmation of service recovery, and closures.