A dedicated professional with integrated set of competencies; targeting assignments in IT Service Delivery Management Project / Program Management and Team ManagementProfile SummaryA result-driven professional with over 16 years of experience in Service Delivery, Project & Program Management & Team Management. Enterprising leader with a strong record of contributions that invigorated businesses and enhanced internal controls: Defining service standards / guidelines that serve as benchmark for excellent service delivery as per global standards & SLAs; analyzing data for improvement & improving client satisfaction. Conceptualizing & implementing business & technology strategies using an analytical and hypothesis driven approach. Skilled in managing entire project operations including scheduling & negotiation with clients as per SLAs and balancing work distribution to meet project deliverables as per quality & time norms. Expertise in steering the successful roll-out of complete ITIL life-cycle involving defining scope, setting timelines, analyzing requirements, identifying dependencies and evaluating risks & issues as per budgets. Proven capabilities in reviewing & controlling the projects / programs in the delivery portfolio; approving all status reports before they are communicated to the client and participating in joint governance meetings as required. Expertise in cross-functional team coordination with skills in managing key project life-cycle including requirement analysis, assessment / design, testing, business process analysis & design and process optimization.