Managing SAP support contracts for North America region• Ensures end-to-end contractual compliance of the run services as delivered by the Service lines• Ensures that the sub-service lines deliver according to the SLA’s as well as managing the delivery of non-standard / client specific services.• Responsible for continuous improvements ,cost of operations & productivity improvements , Upselling to existing customer ,timely invoicing and collections , Periodic reporting and… Show more Managing SAP support contracts for North America region• Ensures end-to-end contractual compliance of the run services as delivered by the Service lines• Ensures that the sub-service lines deliver according to the SLA’s as well as managing the delivery of non-standard / client specific services.• Responsible for continuous improvements ,cost of operations & productivity improvements , Upselling to existing customer ,timely invoicing and collections , Periodic reporting and compliance, improving customer satisfaction Show less

 Was responsible for managing Service Delivery for CMS’s Strategic Clients which included Management of multiple IT support contracts like -Facility Management Services -IT infrastructure , Remote infrastructure management , Service Desk management, Data center management, End User Service Delivery /Desktop Management Support/ Staff Augmentation contracts , IT Asset management, Vendor Management Implementation of governance routines for delivery of programs across the portfolio… Show more  Was responsible for managing Service Delivery for CMS’s Strategic Clients which included Management of multiple IT support contracts like -Facility Management Services -IT infrastructure , Remote infrastructure management , Service Desk management, Data center management, End User Service Delivery /Desktop Management Support/ Staff Augmentation contracts , IT Asset management, Vendor Management Implementation of governance routines for delivery of programs across the portfolio  Engaging with senior management for strategy planning & business reviews  Transitioning and supporting infrastructure in “Business As Usual” Mode and ensuring high levels of customer satisfaction  Engaged in Quality Management, Process & Procedure improvement, identification of the risk and prepared mitigation plan and executed the transition project with subject matter expert. Building subject-matter-expertise on programs/Technologies/applications and supporting business & operations in defining processes & best practices  Ensured compliance with all Service Level Agreement's achieved highest customer satisfaction results. Redesigned call-to-resolution model to improve support and bring down trouble tickets / Exceeded system availability and contract obligations by 12%. Implementation of Review mechanism for Service delivery, Management Information System reports as well as CSAT/ESAT Monitoring & Management, Continual Service improvement initiative. Handled team Recruitment, grooming, upgrading, appraisals, Leading and motivating team members Managing timely billing/ payment collection/ ensuring project profitability for my set of customers  Managed Project Profitability of existing customers by upgrading skillsets and service enhancement, upscaling projects  Utilizing an advanced knowledge of ITIL in a key role requiring the development of a wide range of tools and processes that are aligned with ITIL principles and guidelines Show less

 Was responsible for managing FM/IT Infra support contract for JSW across India locations Few of the major activities handled are as per below Day-to-day IT Helpdesk Management for the client’s users.  End user Desktop infrastructure  Remote infrastructure Management /Datacenter management. Client Relationship Management New infrastructure / branch roll-outs /Roll back for All India locations Created and implemented service delivery improvement plans and… Show more  Was responsible for managing FM/IT Infra support contract for JSW across India locations Few of the major activities handled are as per below Day-to-day IT Helpdesk Management for the client’s users.  End user Desktop infrastructure  Remote infrastructure Management /Datacenter management. Client Relationship Management New infrastructure / branch roll-outs /Roll back for All India locations Created and implemented service delivery improvement plans and release management policies by reducing change failure rates and improving system availability (uptime) and stability by 20%. Increased application/systems performance uptime for all sites through system and process re-design, resulting in a 20% gain in KPIs and SLAs thus reducing financial penalty obligations Other KRAs were Enterprise Change Management, Project Planning, Resource Planning and Mobilization, Managing deliveries and resolving dependencies and internal interfacing for project requirements, Resource training and optimization & job rotation, Deliver the project within estimated budget and timescales, Involved in preparation of SLAs. Reported to the VP -IT of JSW as individual contributor for day to day operations/administrations of IT Infra/ Branch operations Show less

 Was responsible for managing multiple Strategic /Critical accounts of Omnitech .Reported to National Service delivery Head/Jt.MD  Managed multiple Support contract, portfolio included providing services like, Service desk management, Remote infrastructure management ,Data Center management, FMS/IT infrastructure management contracts, IT Asset management ,End User service delivery, On-call support/ AMC Support , Vendor Management , Staff Augmentation  Managed account portfolio… Show more  Was responsible for managing multiple Strategic /Critical accounts of Omnitech .Reported to National Service delivery Head/Jt.MD  Managed multiple Support contract, portfolio included providing services like, Service desk management, Remote infrastructure management ,Data Center management, FMS/IT infrastructure management contracts, IT Asset management ,End User service delivery, On-call support/ AMC Support , Vendor Management , Staff Augmentation  Managed account portfolio growth and served as integral part of new client implementation, training and team capacity management Identified as SME for new client implementation for Service Delivery - shared expertise and lessons learned to all levels of management Organized cost control measures-Slashing payroll/benefits administration costs by 15%, through the effective negotiation of pricing, upgrading team members to next level, ensuring the continuation and enhancements of services. Exceptional account’s performance generated business with new clients Proactively built and maintained strong customer relationships; maintain consistent communication and manage customer needs and expectations by meeting project timelines Show less