Suchi Kapoor Email & Phone Number

Sydney, Australia

-Manage a team of 4 Client Service Managers and 3 Onsite Coordinators managing over 24 “operating companies” with a fleet of 5000 “multifunction devices” and multiple Software Solution/assurance products across Australia. Average project CAPEX and OPEX to the tune of €300K-400K and €200K-300K respectively. End-to-end support model design and service transition in-scope. -Act as the customer’s representative into the Canon processes in a seamless manner, working with the relevant departments and third parties to maximize customer satisfaction during all Managed Document Services (MDS) phases.-Delivery on all elements of the Agreement, actively involved in the implementation of the customer fleet through coordinating the efforts of Canon Business Units.-Responsible for the development, implementation, and management of a portfolio of business-aligned IT services through its lifecycle, and service level management of that portfolio.-Deliver service level management reporting to meet business, operational and strategic management needs-Create forecast and work proactively with the Bid Team. Assist with pre-sales on bids and proposals.-Ensure all MDS contractual SLA’s are delivered.-Ongoing management of the MDS customer account as well as Continuous Service Improvement (CSI) analysis and implementation of improvements to ensure sustained customer satisfaction.-Standardisation of Processes.-Continually drive improvements in efficiency, productivity and quality of service delivery-Assist with Canon MDS proof of concept (pilot site) projects.-Assist in the development and execution of all elements of the program change management including training and communication plan and production of marketing collateral to manage the customer through the change.-Make service development recommendations based on the customer’s future and strategic plans as well as product and service development at Canon.

-Spearheading Technology operation team for a large client with large annual revenue and managing service operations, quality of service, resource optimization, risk management, innovation and delivery excellence.-Contributed during architecting of enterprise level partnership agreements between IBM and Telstra for Remedy and ITSM projects. Prepared project scopes, business requirements documents and contributed to requests for proposals, business cases and other documentation-Managing portfolio of work by Negotiating, collaborating, consulting and working with service providers, system integrators, business and technical teams to ensure transition activities are completed successfully within timeframes.-Reviewed, refined and consolidated existing service design and transition artefacts available at Telstra to tailor a process that has appropriate interfaces with other service management processes.-Manage and monitor ITIL competencies like incident, problem, change,compliance and release.-Possesses advanced technical planning skills to define short, medium and longer term goals-Build credibility and acted as a trusted advisor to customer-Farm the client with the ability of proactively exploring the capabilities of new technologies like EBR over IBM Tivoli-Planning, managing and delivering Cloud IT infrastructure projects up to $250k.-Compiling service and executive reports.Also chaired service review/governance meetings with customerAchievements-Leading a project, improving operational cost by way of achieving 20% efficiency in FTEs by revamping the support model, without adversely impacting the service quality or SLA.-Achieving productivity gains greater than 5-10 % Y-o-Y through automation of repeatable tasks, process improvements and elimination of waste, defect prevention and proactive technology remediation initiatives.-Drove various process improvements that reduced the number of releases by 50%, lowered risk and maintained quality &functionality.

• Provided leadership and handled abstract problems across all functional areas within domain• Interacted with the clients frequently over calls and communicate feedback to the operations team• Collaborated with the client and senior management as a single point of contact• Managed resource supply and demand, hiring, staffing and maintained a diverse and effective workforce• Reviewed team performance and recognized and rewarded for best performance, ensured welfare measures are carried out

• Spearheaded a team of 60 resolution experts Chat Q, managed the discipline, schedule, adherence and performance of the group of associates• Monitored calls / chats to enhance quality in communication• Managed process and compliance parameters, effectively handled and resolved escalations• Developed plans and objective, participated in cross-functional projects to improve operational performance for the organization• Contributed in the process of recruitment of associates for IT operations and implemented on floor training