Ankit Singh
Service Delivery Manager
Summary
Proven track record at TATA Consultancy Services in enhancing client satisfaction and service delivery through meticulous project management and client relationship skills. Excelled in cross-functional team leadership, achieving goals within tight deadlines. Skilled in ITIL framework and performance improvement, consistently driving project success and quality service.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Assistant Consultant
TATA Consultancy Services
09.2013 - Current
- Delivered high-quality presentations showcasing project progress and results, enhancing client confidence in our services.
- Improved client satisfaction by providing thorough and timely project updates and addressing concerns promptly.
- Managed multiple projects simultaneously while maintaining meticulous attention to detail and meeting strict deadlines.
- Adapted quickly to changing project priorities and job specifications with analytical thinking and task prioritization skills.
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Served as liaison between IT teams, business units, vendors, and other key stakeholders throughout all stages of the deployment process.
- Analyzed data from past deployments to drive informed decision-making when planning new projects.
Senior Executive
IBM Global Process Services Ltd.
03.2011 - 05.2022
- Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
- Enhanced customer satisfaction rates by consistently providing exceptional support and timely resolutions to issues.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Executive
Sparta InfoTech India - KPIT Cummins Company
05.2012 - 06.2013
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Mentored junior members of the team on best practices in issue resolution techniques.
Education
BBA - Business Administration And Management
Chaudhary Charan Singh University
Meerut, India 04.2001 -
Skills
Service level agreement management
Client relationship management
Performance improvement
Project planning
Service delivery optimization
Escalation management
ITIL framework
Certification
ITIL V3 Foundation
Timeline
Assistant Consultant
TATA Consultancy Services
09.2013 - Current
Executive
Sparta InfoTech India - KPIT Cummins Company
05.2012 - 06.2013
Senior Executive
IBM Global Process Services Ltd.
03.2011 - 05.2022
BBA - Business Administration And Management
Chaudhary Charan Singh University
04.2001 -