Devanathan Narayanan
Chennai
Summary
Dynamic Service Delivery Manager with HCL Technologies, adept at leading 200+ offshore resources and driving technology transitions. Expert in ITSM tools like ServiceNow, I excel in stakeholder management and communication, ensuring SLA compliance and operational excellence. Proven track record in enhancing service quality and implementing continuous improvement initiatives.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Service Delivery Manager
HCL Technologies
Chennai
02.2022 - Current
- Implement service excellence strategies aligned with ITIL framework, improving stability, performance, and efficiency
- Drove technology transition initiatives from UK and US vendors into offshore delivery units, enhancing service delivery capabilities
- Owned E2E offshore delivery, governing SLAs, managing customer communications, ensuring operational compliance, and maintaining service quality
- Managed relationships with IT director, business partners, and external vendors, fostering collaboration to achieve high service satisfaction
- Leads and manage 200+ offshore resources L1, L2 ,L3 , Leads, and managerial roles across multiple locations
- Resolved customer escalations through effective communication and problem-solving. and managed crisis calls
- Monitor operational KPIs, conduct reviews, and drive continuous improvement initiatives across global teams
ITSM Manager
Cognizant Technology solutions
Chennai
04.2013 - 02.2022
- Led and co-ordinates Incident bridge calls for rapid service restoration
- Acted as primary escalation point for unresolved incidents, while adhering to service level agreements
- Ensured SLA compliance for severity 1 & 2 incidents, managing monitoring and escalations effectively
- Facilitated cross-department communication, expediting resolution of incidents and outages
- Conducted RCA and implemented solutions to eliminate service interruptions
- Coordinates efforts across Incident, Problem and Change management teams for seamless service continuity
- Delivered regular outage updates to management, facilitating transparent communication with users
- Developed final solutions to rectify known errors
- Review all RFC's supported approval processes, and participated in CAB meetings for change evaluation
Escalation Specialist
CSS Corp
Chennai
06.2011 - 03.2013
- Facilitated escalations and complex incident resolution for technical teams, enhancing operational effectiveness
- Managed call queues with CRM tools, ensuring SLA compliance and timely resolution
- Conducted call monitoring, provided performance insights, and supported quality enhancement initiatives
- Cultivated strong client relationships, aligning operations with client needs to identify growth opportunities
- Delivered product, process, and tool training to new hires and existing staff, ensuring consistent understanding and application
- Prepared and maintained process documentation, reports and review dashboards
Education
MBA - Human Resources Development
Symbiosis
Pune, India 07.2013 - 06.2015
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Sri Venkateswara College of Engineering
Chennai, India 08.2005 - 04.2009
Skills
- ITSM Tools: ServiceNow, Remedy
- Platforms: Windows, Linux
- Collaboration Tools: MS teams, SharePoint
- Reporting & Analytics: Excel, Power BI
- Strong communication, leadership & stakeholder management
Languages
English
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Certification
- ITIL Foundation (2012)
Timeline
Service Delivery Manager
HCL Technologies
02.2022 - Current
MBA - Human Resources Development
Symbiosis
07.2013 - 06.2015
ITSM Manager
Cognizant Technology solutions
04.2013 - 02.2022
Escalation Specialist
CSS Corp
06.2011 - 03.2013
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Sri Venkateswara College of Engineering
08.2005 - 04.2009