Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic
Akshaya Jayaraman

Akshaya Jayaraman

Kuala Lumpur

Summary

Project Manager | Service Delivery Manager


Experienced professional with 8+ years in managing development, migration, and transformation projects across Telecom, Banking, Healthcare, and Fin-Tech. Proven track record of delivering complex projects on time and within budget using Agile, Scrum, and Waterfall methodologies. Skilled in service delivery management, AWS cloud setups, PCI compliance, and ITIL practices. Expertise in capacity planning, resource management, and driving continuous improvement. Strong communicator with a focus on stakeholder management and optimizing performance to exceed client expectations.

Overview

7
7
years of professional experience

Work History

Service Delivery Manager /Senior Project Manager

Billennium IT Services (M) Sdn. Bhd.
05.2023 - Current
  • Led regional deployment projects across Europe and Gulf countries, ensuring on-time, on-budget execution of deployment plans.
  • Coordinated data collection, validation, and cleansing (Master Data, Suppliers, Contracts, Purchase Orders) for deployment sites.
  • Supported content development and guided buying channels for site-specific deployments.
  • Managed SIT, UAT, and training activities, ensuring alignment with project requirements and successful execution.
  • Provided support during ramp-up and hyper care phases, ensuring smooth post-deployment operations.
  • Acted as primary point of contact for business affiliates and leadership teams, ensuring deployment activities met business needs.
  • Ensured milestones and deliverables were met on time, within budget, and with stakeholder satisfaction.
  • Delivered projects in accordance with deployment methodologies, conducting process workshops and fit-gap sessions.
  • Coordinated and supported local affiliates with test phases, data migration, and deployment activities.
  • Managed change requests via ServiceNow, ensuring timely initiation, tracking, and closure.
  • Planned and scheduled UAT sessions, ensuring stakeholder sign-offs and successful testing.
  • Collaborated with Service Manager for successful hyper care and operational handovers.
  • Monitored and maintained Release calendar, ensuring proper documentation of test results and sign-offs.
  • Led team-wide improvement programs, driving timely, quality execution of projects to address key business challenges.
  • Managed project timelines, budgets, and resources, ensuring on-time, on-budget completion within scope.
  • Facilitated technical dependency identification and resolved conflicts across multiple project teams.
  • Delivered process change training to internal stakeholders, aligning expectations for deliverables.
  • Implemented IT strategies using project management tools to track performance and ensure timely delivery.
  • Conducted risk assessments and led meetings to mitigate project risks.
  • Ensured audit compliance and supported IT security enhancements to minimize operational risks.
  • Promoted compliance culture and managed system change requests for timely resolution.
  • Governed P1/P2 incidents, restoring services within SLA and communicating with stakeholders during outages.
  • Led Root Cause Analysis (RCA), documented findings, and tracked problem records.
  • Led ISMS audits, ensuring compliance with IT control standards and maintaining documentation.
  • Coordinated defect resolution, tracked test outcomes, and reported risks/issues to stakeholders.
  • Led annual capacity planning, ensuring infrastructure met growing business demands.
  • Owned service delivery, governance, and performance, driving continuous service improvement.
  • Acted as the primary point of contact for service issues, ensuring swift resolution and service continuity.
  • Collaborated with business leaders to ensure controlled, agile releases and improvements in service quality.
  • Conducted monthly service reviews with vendors to ensure quality deliverables and service performance.

Technical Lead

IT CAN Business Solutions Sdn Bhd
04.2022 - 05.2023
  • Led sprint requirements grooming, technical impact assessments, delivery planning, regression testing, and release deployment readiness across platforms.
  • Managed PCI project team and collaborated with business stakeholders to ensure successful delivery.
  • Planned and implemented AWS cloud migration, overseeing system migration and aligning with architectural requirements.
  • Assessed and mitigated technical blockers during project implementation, ensuring smooth execution.
  • Managed vendor delivery from effort estimation through to implementation and deployment.
  • Collaborated with Solution Architects to align system roadmap and blueprint with business goals.
  • Ensured security and privacy compliance, working with vendor teams to meet regulatory requirements.
  • Worked with Ops and vendor teams to identify and resolve technical issues and outages.
  • Proposed solutions to technical challenges and mitigated risks impacting project timelines.
  • Implemented best-in-class cloud security solutions to maintain system security.
  • Oversaw incident management, coordinating with teams to resolve issues and ensure minimal service disruptions.
  • Prioritized and managed service incidents, collaborating with incident teams to follow protocols and ensure quick resolution.
  • Logged and tracked incidents to identify recurring issues and prevent future disruptions.
  • Maintained regular communication with end users, cross-functional teams, and departments to ensure alignment.
  • Conducted risk assessments and impact analysis to identify potential project risks.
  • Worked with alerting & monitoring teams to proactively prevent high-priority incidents.
  • Managed Problem Records, providing regular updates and reports to stakeholders.
  • Led and supported ISMS audit life cycle, ensuring compliance with security, change management, and governance controls.
  • Conducted IT control audits on security, disaster recovery, infrastructure, and data center processes.
  • Reported UAT progress, status, risks, and issues to Product Owners, Scrum Masters, and stakeholders.
  • Participated in release control process, ensuring the solution met UAT exit criteria and user requirements.

Technical Project Manager

Doodleblue Innovations Private Limited
04.2021 - 02.2022
  • Managed projects end-to-end, ensuring successful execution by adhering to scope, budget, and timeline.
  • Built, monitored, and controlled cloud budgets and consumption to optimize cost efficiency.
  • Identified, analyzed, and resolved infrastructure vulnerabilities and application deployment issues.
  • Regularly reviewed and recommended improvements to existing infrastructure and systems.
  • Interacted with clients to provide cloud support and made tailored recommendations based on client needs.
  • Gathered project requirements through client meetings and walk throughs, developing BRDs, FRDs, and user mockups.
  • Developed comprehensive project plans, merging customer requirements with company goals, and coordinated teams throughout project phases.
  • Monitored project progress, providing detailed reports on milestones, deliverables, and key metrics.
  • Proactively communicated with all teams, identifying problems, creating solutions, and implementing efficiency improvements.
  • Reviewed and approved changes to project plans, meeting with stakeholders to implement beneficial modifications.
  • Applied Agile, Scrum, SDLC, Lean, and Six Sigma methodologies to improve project execution and delivery.
  • Led scope management, estimation, planning, risk mitigation, resource management, and staffing efforts.
  • Produced critical reports from stakeholder meetings to ensure project alignment with business needs.
  • Developed, initiated, and monitored project performance, managing costs and timelines effectively.
  • Maintained strong vendor relationships to lower costs and diversify capabilities.
  • Facilitated communication between internal teams, contractors, and vendors, ensuring project cohesion.
  • Orchestrated projects within strict timeframes and budget constraints, solving complex problems in collaboration with senior leaders.
  • Led Agile ceremonies including sprint planning, reviews, retrospectives, and daily scrums with the development team.

Associate Project Manager

Hakuna Matata Solutions Private Limited
03.2019 - 04.2021
  • Analyzed client business requirements through document analysis, workshops, interviews, and workflow analysis to define scope and deliverables.
  • Developed change management plans for projects and change initiatives, evaluating the impact and mitigating risks.
  • Identified and managed resistance to change, ensuring smooth transitions during project execution.
  • Led development (Frontend & Backend) and testing teams, overseeing web and mobile-based projects (React, Node.js, MySQL, iOS, Android, Flutter).
  • Managed testing teams, ensuring adherence to testing standards, creating test plans, and tracking progress.
  • Coordinated with teams to ensure testing schedules and deadlines were met, conducting Defect Management meetings.
  • Responsible for project delivery, handling escalations, and managing scope changes across global teams (40+ members).
  • Improved team performance by identifying and resolving impediments to progress.
  • Conducted internal audits and quality assurance activities, ensuring compliance with standards.
  • Defined project scope, gathered business requirements, and documented progress through weekly reports.
  • Acted as the key interface between clients and technical teams, bridging business and IT needs.
  • Monitored project progress, ensuring delivery milestones were met and reporting to management and stakeholders.
  • Led risk management and quality assurance for project implementation, ensuring timelines and quality were maintained.
  • Communicated financial goals, project KPIs, and performance results to senior management.
  • Conducted data analysis, gap analysis, and documentation for business analysis functions.
  • Served as Scrum Master, managing product backlogs and leading two-week sprint cycles.
  • Facilitated User Acceptance Testing (UAT) with stakeholders and business users to ensure deliverables met expectations.
  • Managed project schedules, tracking milestones and updating the plan based on status reports.
  • Handled contracts, revenue projections, and cost budgeting, maintaining profit margins.
  • Organized and led Agile meetings, including sprint planning, story grooming, daily stand-ups, test plan reviews, and test case evaluations.

Associate Software Engineer

T2S Software Solutions Private Limited (FOODHUB)
06.2017 - 03.2019
  • Developed EPOS (Electronic Point of Sale) systems and deployed across Windows and Linux platforms.
  • Integrated payment features including cards, net banking, and QR codes for seamless transactions.
  • Led scrum meetings and sprint planning sessions to ensure timely project delivery.
  • Designed migration strategy for EPOS project from Single to Dual System, ensuring smooth transition.
  • Led UI migration for EPOS project from Qt 5.8 to 5.9 (LTS), enhancing application performance and user experience.
  • Developed new features to enhance project functionality and improve overall user satisfaction.
  • Focused on code optimization, improving application performance and scalability.

Education

B.Tech - Information Technology

Sathyabama University
Chennai, India
05.2017

Skills

  • GxP Compliance
  • ServiceNow
  • Project Management
  • Schedule Risk Analysis (SRA)
  • Corrective and Preventive Actions (CAPA)
  • Reporting & Dashboards
  • Service Management
  • ITSM Processes
  • Process Management
  • Scrum / Agile / SaFe
  • Conflict & Stakeholder Management
  • Resource & Budget Management
  • Customer Satisfaction & Relationship Management
  • Vendor Management
  • Problem Solving & Escalation Management
  • CSV (Computerized System Validation)
  • IT Governance
  • Project Planning & Risk Analysis

Languages

English
Bilingual or Proficient (C2)
German
Elementary (A2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)

References

Anto Perosha - anto.perosha@roche.com

Thulasi Ram - ram.legends@gmail.com

Timeline

Service Delivery Manager /Senior Project Manager

Billennium IT Services (M) Sdn. Bhd.
05.2023 - Current

Technical Lead

IT CAN Business Solutions Sdn Bhd
04.2022 - 05.2023

Technical Project Manager

Doodleblue Innovations Private Limited
04.2021 - 02.2022

Associate Project Manager

Hakuna Matata Solutions Private Limited
03.2019 - 04.2021

Associate Software Engineer

T2S Software Solutions Private Limited (FOODHUB)
06.2017 - 03.2019

B.Tech - Information Technology

Sathyabama University

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Akshaya Jayaraman