As a Delivery Manager & Project Leader, am responsible for providing delivery of Cloud and Infrastructure management services for one of the largest media and broadcasting services provider “Channel 4” customer in UK region. The role includes handling P&L for the Account, ensuring revenue generation, streamlining operations, optimizing costs, contract negotiations by providing services from Onshore and Offshore delivery centers

As a Client Delivery Manager & Advisor Delivery specialist, am part of the Core Account Service Delivery Leadership Team, responsible for the delivery and Operational support for one of the largest Insurance Customers for DXC in Europe & UK region (Zurich & QBE) by utilizing offshore and onshore delivery centers. Am responsible for delivering end-to-end support & Operational Services that meet and exceed the needs of the customer, while ensuring revenue generation for the specific accounts. Played a vital role within the account delivery team for the re-negotiation of account contracts - leading to extension of contracts.Responsibilities:• Leading Operational support & delivery of Infrastructure services for multiple clients. Planning and directing all aspects of the Service Delivery department for Operations integrations across Cloud, Platform, Workplace & Service Management functions (Incident Management, Problem Management, Change Management, Availability, Capacity, Service Request Management, Service Level Management and Configuration Management).• Ensuring prompt and accurate customer service, as also dealing with the Customer Executive Management by conducting regular review meetings to address any issues in environment (Customer Facing Role).• Driving revenue opportunities in terms of new services being implemented, Cost optimizations in terms of Work migrations from High Cost Center to Low Cost Center to support plans for growth.• Insuring compliance with all Service Level Agreement, achieving highest customer satisfaction results.• Establishing effective partnership with delivery management team across the globe.• Managing tranquility in operations by reducing high priority incidents through proactive management of events (reduction in Major Incidents (Sev1 and Sev 2) by 43% YoY).• Spotting new business opportunities and working with the Solutions/Sales Team to seize these new opportunities.

As a Data Governance Manager & Advisor Quality, was responsible for leading the Global Data Governance program for standardization of metrics and reporting needs of GAMBI organization at an enterprise level.• Established multiple Governance boards for effective strategy and decision making by involving key stakeholders to enable seamless flow of information and data integrity across the organization.• Lead the Automation and deployment of Operational Excellence Dashboard on Insight (CSC BI portal) that depicted the Weekly Account Health performance of 93 Accounts for Global Delivery organization at Regional as well as Global level.• Involved in driving Governance boards that lead to setup of Master Account List on SharePoint at an enterprise level (a single source of information for Accounts) for Account Delivery organization. • Streamlined the Demand Management process of GAMBI organization that helped in tracking and monitoring requests and resource allocation in accordance with business requirements.• Established Quality assurance processes for data accuracy and compliance across source systems.• Developed and implemented required policies, procedures, processes and controls required to manage information across the enterprise.

As an Associate Manager (Service Delivery) operations, was responsible for leading the Service Reporting program to support the contractual reporting requirements of multiple Accounts within UKIIMEA region for Service Management organization. The role involved transitioning new requirements from High Cost Center to Low Cost Center, analyzing business requirements and drivers to ensure smooth coordination of work within allocated budget.

Worked as a Senior Analyst Service Delivery for Global Metrics and Reporting organization. Was involved in providing standard as well as customized reporting solutions to multiple Clients in EMEA region by developing Daily, Weekly & Monthly dashboards that helped in providing overall performance of Service Management metrics within the Region.

As a Command Center Officer, was responsible for driving the Work force management plans for multiple Clients like AT&T, Daimler Chrysler, Bell Canada & Juniper by collaborating with program managers to to ensure adequate staffing is in place to cater to forecasted volumes.Tracked, monitored and coordinated Operations to ensure that Service Level Metrics contractually committed to the Clients were met on daily/monthly basis.Maintained consistent performance of Service Level Metrics to negotiate and explore new lines of business with Clients.Coordinated with Operations on implementation of action plans for contribution of profitability of projects based on Service Level Metrics.

As a Service Level Duty Manager, manned the Service Level desk for AT&T process with a headcount of 150 agents. The role involved working with Team Leads for strategy planning, real time scheduling and monitoring to ensure contractual obligations committed to Client are met on daily basis as per forecasted call volumes.