Biju M
Service Delivery Manager
Babgalore,Karnataka
Summary
Results-driven senior service delivery management professional with over 18 years of experience in driving high-value projects and deploying technology to create successful solutions for clients. Skilled in enhancing delivery timelines, service levels, and cost reduction strategies while focusing on profitability and optimal resource utilization. Experienced in managing global service delivery, transitions, operations, and customer experience to drive business growth. Demonstrated expertise in delivering projects within agreed terms of cost, budget, and quality, with a strong background in change management, risk management, incident management, and problem resolution. Exceptional communicator with robust interpersonal skills, recognized for leading teams to success and fostering teamwork in challenging environments.
Overview
21
21
years of professional experience
6
6
Certifications
Work History
Squad Leader
T-Systems ICT India Pvt. Ltd.
Bangalore
10.2023 - Current
- Act as overall accountable Manager for Cloud Services in an account.
- Lead all Cloud Service topics within the Account House.
- Maintain regular communication on all levels with the customer.
- Ensure fulfillment of the Customer Contract to ensure Customer Satisfaction, in Time delivery, P&L, service and project Quality and Growth. Being Quality advocate for the client.
- Involve and manage further units (e.g. Expert Sales, Customer Experience Management, Solution Management) to push deals.
- Where required takeover of MoD (manager on duty) role for the entire organization in case own account involved.
- Strategic management of customer satisfaction to build long-term customer loyalty.
- Actively run Claim management.
- Conducting Customer and Service Reviews
- Ensure Continuous Improvement and effective Risk Management is applied
- Contribute to Innovation Journey of the client, feedback ideas into Account Management and Cloud Services as well to help in building industry expertise.
- Upheld a culture of continuous improvement within the squad by encouraging open communication and fostering an environment conducive to constructive criticism.
- Maintained high morale within the squad by fostering a positive and supportive work environment.
- Increased operational efficiency by streamlining processes and optimizing resource allocation.
- Assisted subordinates in setting achievable goals aligned with their career aspirations as well as organizational objectives, promoting both personal development and overall unit success.
- Collaborated effectively with other squads to achieve common objectives during critical issues.
Regional Service Manager
Park Place Technologies
Bangalore
09.2018 - 10.2023
- Responsible for strategic account management and supervising a group of field service technicians within India.
- Facilitating as the primary escalation point for all issues related to service delivery, which includes taking responsibility of the service ticket by going to the field whenever the situation need arises.
- Developing strategies to protect the install base from competitors by ensuring quality service delivery and industry high customer satisfaction.
- Ensuring service readiness for all new customers by providing project management from contract initiation through implementation and ongoing support.
- Managing all pro and reactive activities, ensuring all operational metrics that are set by the Regional Director are met or exceeded.
- Working directly with the sales team in transitioning opportunities to service delivery.
- Providing account management for assigned major and strategic accounts.
- Providing immediate supervision to the field service technicians direct hire or via service partners that are working within India, Sri Lanka, Bangladesh, Pakistan & Maldives.
- Organizing and delegating the workload for the field technicians and working with dispatching agents to ensure optimal utilization of all field technicians.
- Checking, adjusting, and approving field technician timecards.
- Monitoring daily dispatch activity to identify escalations that require immediate attention and take appropriate action.
- Resolving escalations and any other problems that jeopardize maintaining adherence to service level agreements in a timely manner.
- Maintaining familiarity with company contracts to ensure rapid resolution when customers are experiencing problems.
- Tracking and submitting ideas and solutions for field service or dispatch issues based on observation and analysis.
- Ensuring field engineer follows procedures outlined by management personnel to handle call processes and escalations.
- Assisting in the interviewing, selection, and training of new field technicians.
- Providing technical and management leadership to the specific team of field technicians to ensure that the team is operating within the guidelines of the company and the business unit.
- Providing feedback regarding performance appraisals of field technicians, administering performance remediation plans, and recommending disciplinary action when necessary.
- Interacting with Human Resources, other managers, and supervisors as necessary regarding incidents, accidents, policies, and procedures.
- Managing time and dealing with multiple tasks simultaneously.
- Performing root cause analysis to identify, and correct faults or problems, which occurred during operational events.
- Performing trend analysis, evaluating and extracting data to unveil an underlying pattern of events, which impact operational efficiencies.
Support Account Manager
NetApp India Pvt Ltd
Bangalore
08.2016 - 04.2018
- As a Support Account Manager, managing key accounts in GCC region and working closely with the cross functional & border teams to draw and execute the business plan & strategic initiatives.
- Building a strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to enterprise customers, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer's operations.
- Managing accounts with designated Accounts Teams, Partners and Professional Services, by providing expertise in the following areas: 1. Primarily responsible to manage and be a SPOC for the existing support accounts. 2. Meeting customers, partners on a quarterly basis and leading monthly business/technical review meetings. 3. Perform case management, develop and deliver post incident reports on all critical support incidents, provide technical root cause and collaborate with multi-Vendors. 4. Complete ownership of any escalation/critical events and ensures effective communication with high-level management.
- Provide strategic planning for storage support, upgrades, migrations and tech refresh activities.
- Create a strategic relationship with key stakeholders within our customer/Partner's organizations, including the IT Directors, and Line of Business leaders as well as technology professionals.
- Responsible for the profitability of our services through portfolio management including attach-rate, support contract renewals and revenue growth.
- Work closely with marketing and take advantage of their programs to maximize new opportunities, develop existing opportunities by Sell To & Sell Thru Model for account bookings.
- Responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service.
Incident Manager
Accenture Pvt Ltd
Bangalore
01.2015 - 08.2016
- Plan, organize and assign workflow for the Engineers
- Act as a SPOC for all IBM / Cloud gateway engagements
- Managing account delivery with a team of 25 to 30 resources for multiple accounts across service lines /technology.
- Providing RFO (Reason for Outage), Post Incident Report, Chronology for escalated incidents
- Understands the customers' environment and apply appropriate knowledge to improve the overall support experience
- Facilitate issue resolution and ensures effective communication with customer Technical Engineers to high level management during any critical events
- Drive Major Incidents to closure & manage Problem, Change, and Service Requests.
- Review and oversee all assigned customers support activities, enabling maximum efficiency while minimizing risk
- Drive quality improvement on communication with customers, provide support and guidance to Engineers on escalated calls
- Identify areas of service improvement through feedback mechanisms
- Drive initiatives to implement new processes, improve current processes and service quality to address specific feedback and achieve an increase in overall efficiency and customer satisfaction
- Managing all delivery communications with geo and end customer.
- Prepare Daily/Weekly/Monthly Operational or other Delivery Related Reports
- Check Daily Incident Trend, Backlogs and Incident or Service Request SLA Misses
- Ensure that Contract SLA/SLO are met or exceeded
- Manage change requests, maintaining baselines as appropriate
- Availability Measurements/Reporting
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
Subject Matter Expert
Hewlett Packard
Bangalore
10.2011 - 01.2015
- Provide assistance to technical support engineers to support customers and resellers via incoming customer contacts to HP Global Solutions Centers
- Lead and /or provides expertise to functional project teams and participate in cross-functional initiatives.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- To achieve high level of customer satisfaction through quality of technical expertise in his technology and the integrated cross technologies.
- Provides timely updates to customer's/team members.
- Understands the criticality of cases and meets initial response time as defined in SLA
- Analyzes performance against SLAs, proactively manages issues and ensures implementation of corrective action.
- Setting clear expectations and commitments during the investigative phase, through the resolution phase and follows through on commitments made.
- Participated in Projects - Reduction of Resolution Time; Proactive Identification of issues of Key Customers
- Streamlined customer service processes for improved efficiency and increased positive feedback.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Technical Support Expert
Dell International Services
Bangalore
12.2008 - 10.2011
- Maintained detailed documentation of all troubleshooting steps, customer interactions, and resolutions to ensure efficient knowledge transfer among peers.
- Coordinated with vendors for hardware replacement or software updates ensuring timely resolution of escalated issues.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on process improvements.
- Assisted in server maintenance tasks including patch management, hardware upgrades, backup administration, and performance tuning for optimal system efficiency.
- Collaborated with cross-functional teams for efficient problem-solving and knowledge sharing.
- Reduced call-back rates by providing clear instructions and comprehensive resolutions to customers'' issues.
- Participated in after-hours support rotation to ensure availability of critical systems outside regular business hours.
- Resolved complex technical issues by utilizing diagnostic tools and troubleshooting procedures.
- Enhanced customer satisfaction with prompt and accurate solutions to their technical concerns.
- Developed rapport with clients by addressing their needs professionally while adhering to company guidelines.
Technical Support Associate
SITEL India Operation
Bangalore
01.2008 - 12.2008
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
- Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
- Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Contributed to a positive work environment by consistently exhibiting a strong work ethic and dedication to customer satisfaction.
IT Support
Libra Associates
Bangalore
08.2004 - 12.2007
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
- Reduced troubleshooting time for IT support staff by providing thorough training on system maintenance and best practices.
- Collaborated with IT support to resolve technical issues quickly, minimizing downtime for the department.
- Streamlined IT support processes by implementing efficient ticketing systems and prioritizing tasks based on urgency.
- Coordinated IT support team to quickly resolve technical issues, maintaining a high level of user satisfaction.
- Established a clear line of communication between IT support staff and non-technical employees for seamless issue resolution.
- Reduced IT support tickets by proactively addressing common issues and providing user training.
- Reduced incident response times, coordinating effectively with IT support teams during critical outages.
Education
MBA - Information Technology
Jain University
Bengaluru, India 04.2001 -
Bachelor of Science - Computer Science
Dr CV Raman University
Bengaluru, India 04.2001 -
Skills
Service Delivery Management
Agile Scrum Methodologies
Stakeholder Management
Client relationship management
ITIL framework
Customer satisfaction
Project implementation
Continuous improvement
Vendor management
Certification
HP2 T17 certified
Timeline
Squad Leader
T-Systems ICT India Pvt. Ltd.
10.2023 - Current
Regional Service Manager
Park Place Technologies
09.2018 - 10.2023
Support Account Manager
NetApp India Pvt Ltd
08.2016 - 04.2018
Incident Manager
Accenture Pvt Ltd
01.2015 - 08.2016
Subject Matter Expert
Hewlett Packard
10.2011 - 01.2015
Technical Support Expert
Dell International Services
12.2008 - 10.2011
Technical Support Associate
SITEL India Operation
01.2008 - 12.2008
IT Support
Libra Associates
08.2004 - 12.2007
MBA - Information Technology
Jain University
04.2001 -
Bachelor of Science - Computer Science
Dr CV Raman University
04.2001 -
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