DHIMAN CHAUDHURI
Kolkata
Summary
Adept at deconstructing and planning stories in order to promote improvements to product design and implementation. Excellent relationship-building, organizational, and project management skills with a focus on overcoming technical challenges and implementing successful resolutions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Manager, Product Owner
British Telecommunications
04.2022 - Current
- Managed large-scale projects such as ServiceNow launch across Business organization and delivered scale migration across 1300 contracts in Business impacting 24% of incident volumes to value IT architecture
- Worked closely with Digital and helped deploy new systems (ServiceNow, Pega, CCIDB, NetBrain) and processes to achieve in year operational efficiencies of 12million GBP
- Owned and prioritized product backlog
- Launched and helped deploy standard product catalogue offerings for Global customers
- Oversaw entire product deployments from vision and creation to rollout and delivery specifically for ServiceNow
- Managed tribe MTP and resource utilization to maximize ROI
OPERATIONS MANAGER
British Telecommunications
Kolkata, WB
06.2018 - 03.2022
- Leading Project Management and Service Request Management function for CDS Enterprise India and helped transition 60 PM roles from UK across 120 complex contracts
- Personally involved in design, implementation, and ownership of client's bespoke services for multiple projects and contracts
- Developed solutions for non-standard products or processes where solutions may not yet be defined and need to be developed in order to meet customer needs as per Service Catalogue
- Has driven multiple short-term improvements against KPI's, and developed Customer Satisfaction plans for long-term to meet overall customer satisfaction targets, which could include perception, external NPS
- Has driven multiple process and operational changes within CDS to make complex ways of working more simpler starting from leading people engagement/Your say to Customer Satisfaction surveys etc
- Led multiple strategic transformation projects from idea inception, incubation to delivering benefits back to business.
TEAM MANAGER
British Telecommunication
02.2015 - 05.2018
- Inspired outstanding operational performance across process KPI's such as OTD/RFT/NPS, leading by example on Employee Engagement scores, NPS and Customer satisfaction
- Monitored team development, setting SMART objectives, and providing constructive feedback for continued growth through effective PDP plans
- Handled complex project and request management concerns independently and accurately across the lead to cash journey
- Implemented automation strategies for SRM operations leading to cost savings and operational efficiency
- Improved processes by imbibing the CI methodologies across the team and drove them to become the first team in Kolkata to get Bronze Accredited.
ACCOUNTS RECEIVABLE MANAGER
Dell Financial Services
04.2013 - 01.2015
- Steered the entire Indirect Operations Business team for Dell Financial Services
- Facilitated smooth transactional relationships with various stakeholders like Partners, Vendor Managers and End users
- Led Operation Coordinators and scheduling orders for their respective portfolios
- Conceptualized the overall servicing strategy and provided premier service to top tier Vendors that get us maximum business
- Accomplished Six Sigma in the process with 100% quality
- Carried out the implementation of multiple successful projects like POD, Pro-active email blasts and Pro-active outreach to drive higher customer satisfaction.
TEAM LEADER
Dell International Services
01.2006 - 01.2013
- Providing premium experience to customers on every interaction about Dell's products
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency
- Fostered positive employee relationships through effective communication, training, and career development coaching
Education
Bachelor's in engineering: Civil Engineering & Construction Management - Engineering
MS Ramaiah Institute of Technology
Visvesvaraya Technological University04.2006
Skills
- Strategic Planning
- Design Thinking
- Release Planning
- Scrum Framework
- Agile Frameworks
- Roadmap Development
- Partnership Development
- Data-Driven Decision-Making
- Product Lifecycle Management
Certification
- PMP Certification, Mar'14
- Lean Six Sigma, 2016
- ITIL V4.0 Foundation, 2020
- PRINCE2 Agile Foundation, 2020
- PRINCE2 Agile Practitioner, 2021
- Certified System Administrator ServiceNow, 2022
- Matlab Certified, 2023
Accomplishments
- Challenge Cup Finalist on February 2020 with Project Piezo Exousia
- 3 Times Semi Finalists for Challenge Cup with Project Smart Agriculture-2017, Project Rob IOT2018 & Project Piezo Exousia-2019
- Patent published on "Risk Management System for Operational Risks in Major Corporates & Banking Facility"
- 3 Times consecutive Best People Manager Award in BT Kolkata (FY15-16, FY16-17 & FY17-18), only LM in Kolkata to achieve the same
- 2 Times consecutive Best Team Manager Award in Dell Financial Services Bangalore
- Most Valuable Player Award received from VP, Dell Financial Services in 2013
- Opportunity of presenting two different projects (Rob IOT and Project Piezo) to Jan du Plessis (BT Chairman), Clive Selley (CEO Openreach) and Simon Lowth (CFO, BT Group)
- Got Featured on both BT Values & Connecting for Good Video on FY20-21
Timeline
Senior Manager, Product Owner
British Telecommunications
04.2022 - Current
OPERATIONS MANAGER
British Telecommunications
06.2018 - 03.2022
TEAM MANAGER
British Telecommunication
02.2015 - 05.2018
ACCOUNTS RECEIVABLE MANAGER
Dell Financial Services
04.2013 - 01.2015
TEAM LEADER
Dell International Services
01.2006 - 01.2013
Bachelor's in engineering: Civil Engineering & Construction Management - Engineering
MS Ramaiah Institute of Technology
- PMP Certification, Mar'14
- Lean Six Sigma, 2016
- ITIL V4.0 Foundation, 2020
- PRINCE2 Agile Foundation, 2020
- PRINCE2 Agile Practitioner, 2021
- Certified System Administrator ServiceNow, 2022
- Matlab Certified, 2023
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