Service Delivery Manager
Hewlett Packard Enterprise
Total years of experience :16 years, 11 Months
Accountable for delivering quality service to 3 accounts \[Banking, logistics and Healthcare domain\] and 4 technologies \[Storage, backup, Citrix and Unix.\]
have over 45 direct reportees.
• Responsible for the delivery of moderate complex, moderate risk projects. Maintains project quality, finances and focus.
• Prepares detailed project plans of an engagement within the standards of project management methodologies. Reviews and validates statement of work (SOW). Categorizes requirements into a project plan detailing schedules, controls, resources, costs and daily tasks. Prepare risk and remediation plan. Responsible for creating one team approach, goals and milestones within a project to ensure EMC's commitments to the customer are achieved. Adheres to established standards, processes, and methods to produce solutions that conform to requirements. Strives for, maintains and further develops excellence in processes and services.
• Establishes project governance. Responsible for the delivery and daily management of activities, which are coordinated with EMC employees or Partner Resources. Works with Resource Management on project staffing. Accountable for delivering projects on time, within budget and to the satisfaction of the customer and sales. Holds responsibility for achieving the EMC Bar of Excellence as the highest level of Customer Satisfaction.
• Controls the financial compliance. Completes weekly and quarterly forecasts of revenue and utilization. Prepares estimated time to complete, manages back-log. Manages the cost budget and the impact of change requests on cost budget. Responsible for correct invoicing. Follows and executes EMC's revenue recognition rules and policies.
• Responsible for Quality Assurance; ensure project is delivered to scope defined within SOW and ensure any deviations are processed via defined Change Control process. Participates in customer discussions regarding budget, risk and impact of changes. Communicates to all EMC concerned parties any existing or potential customer escalation issues. Proactively follows the EMC escalation and change control process.
• Point of contact during the project for all aspects of the engagement. Ensures a strong and seamless relationship by maintaining communications about the project to the stakeholders: customers, management, sales and delivery personnel. Holds internal and customer kick-off meeting as appropriate. Responsible for regular status reports.
• Articulates the full value of the EMC Solutions and EMC Services business benefit to the customer. Keeps eyes open on potential future opportunities at the customers' and communicates to sales as appropriate.
• Lead team during project life-cycle; provide project management, leadership and oversight to project and/or workstreams. Provide performance feedback to management and team members.
• Stays abreast of current industry trends and new technology through professional associations, trade journals, networking, and associated training and seminars. Complete and maintain industry recognized project management certification. Complete quarterly accreditations.
• Managing IT Complex Infrastructure project and driving the tickets for effective closure by team with in expected time.
• Ensure the team adheres to INCIDENT and PROBLEM Management process of ITIL.
• Coordinating multidisciplinary global project teams to deliver Technology projects of varying size and complexity.
• Takes ownership of any customer concerns, & rectifying them.
• Managing project reporting, project reviews and project steering meetings.
• Creating and maintaining project plans, budgets and forecasts.
• Addressing the delays effectively and handling the customer.
• Identify, track and close Service Improvement opportunities.
• Effective Vendor Management with regular meeting and rapport building.
• Responsible for supervising technical support engineers’ handling incidents tickets registered by the end users and ensured response in a timely and appropriate manner that ensures customer satisfaction.
• Assume responsibilities to establish and maintain Service Level Commitments creating positive and appropriate response to the calls logged with the helpdesk, by monitoring support calls besides analyzing feedback
• Prudently persuaded to facilitate support staff follows established maintained procedures and possess technical skills to sustain effective communication with customers
• Concluded the procedures requisite to resolve any operational problems through the utilizing technical experience, escalating to in-house expertise as required or by bringing in external support to minimize the impact of system failure to individual customers and the organization
• Ensured that all routine housekeeping/maintenance and other operational tasks are carried out with the minimum disruption to customers by agreeing and carefully planning out of office hours, work in maintaining system performance, availability and disaster recovery procedures
• Credited for attending weekly & monthly review with customer on performance, analyzing the incidents tickets and preparing RCA and analyzed the repeat & reopen tickets
• Established accountability of carrying out quarterly analysis of tickets for introducing automated tool and various solutions to reduce the incidents
• Continuous monitoring the feedback performance and convincing unsatisfied customers
• Identified and ensured the fix is applied to the root cause of problems that affect Operations delivery
• Ability to manage relationships and expectations of the business users and work with staff at all levels
• Client Reporting on a daily basis and provide an update on daily client call. (Preparing client reports, for forecast vs actual calls and emails serviced, SLA/SLO reports, conversion reports, internal employees statistics reports, employee data base management)
• Designing and automation of reports, asset management, real time queue management, etc. (Assignment of calls and emails to agents on the floor, responsible for meeting client SLA/SLO while managing real time queues)
• Escalation of errors with online applications to clients/internal helpdesk. (Escalating real time errors with internal help desk/clients)
• Scheduling employees depending on the forecast provided.
• Automation of client reports using Ms Excel.
• Arranging transportation and maintaining low leakage for transportation misuse. (Approving pick-ups and drops for employees, also having a check on ad-hoc pick-up and drop requests)