Summary
Overview
Work History
Education
Certification
Personal Information
Languages
Extracurricular Activities
Disclaimer
Timeline
Generic
Dnyandev Katore

Dnyandev Katore

Service Delivery Manager, Project Manager, Program Manager

Summary

Seeking a position to utilize my skills and abilities in the industry that offers professional growth while being productive, innovative, and flexible.

Experienced Project and IT service management with a demonstrated history of working in the information technology and services industry. Skilled in Vendor Management, Team management, Strategic Planning, service delivery, Strong program, and project management professional with a Master of Business Administration - MBA focused on Project Management and telecom management.

Overview

10
10
years of professional experience
3
3
Certifications

Work History

Service Delivery Manager

Avaya India Ltd
12.2022 - Current
  • Responsible for Monitoring, measuring, and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Ensuring customer Service Levels are met, escalation to closure as needed for UC and CCAS product and services.
  • Work within the Service Management guidelines for incident, problem, change and release management.
  • Monthly and Quarterly reports and performance review with customers and operational team
  • Ensuring 'best in class services' are provided to the end users and that procedures are standardized and aligned with industry best practice and the IT Information Library framework through local IT teams or third-party service providers
  • Ensure complete compliance is maintained and followed by both operations and customer
  • Consistent reviews to maintain and achieve high CSAT results every month
  • Managing IT operations services such as helpdesk, systems, databases and/or applications
  • Consult with a business area and IT management regarding the analysis, design, development, testing, and implementation of efficient and cost-effective end user applications, systems, hardware and software packages, enterprise-wide network/systems, and IT service
  • Participate in the evaluation of vendor proposals and the benefits of changes in hardware, communications protocols, switching methods, access methods, and the procurement of software and equipment's
  • Member of a team responsible for lifecycle of the IT service
  • Consult with business area management regarding application alternatives, security, software usage, capacity planning, training, recovery, and backup procedures
  • Partner with business leaders to obtain the business requirements and future business development plans and to translate them into IT solutions/services.
  • Leading cross-functional teams to achieve project goals on time and within budget.
  • Coordinating with multiple departments to ensure seamless service delivery across all touchpoints.
  • Fostering strong relationships with clients to maintain long-term partnerships and drive business growth.
  • responsible for Reducing turnaround time with effective resource allocation and task prioritization.
  • Handling escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Collaborating with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
  • Responsible for Improving service quality, addressing client concerns promptly and professionally.
  • Creating customer support strategies to increase customer retention.
  • Maintaining positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Improving service quality, addressing client concerns promptly and professionally.

Program Manager

Teleindia Networks
11.2020 - 12.2022
  • Responsible for End-to-end multiple project deployments.
  • Stakeholder Management (Vendor, Client/Customer, Internal departments - Management and Quality Team)
  • Project scoping, Project planning, Resource planning, schedule, and estimations, reviews and validations, project execution, tracking and monitoring, costing and order management, documentation of concerned projects, billing, and project closure.
  • Deployment, support, and optimization on Project Management related processes and tools
  • Project Report Management
  • Maintain and organize project documentation throughout the Project life cycle.
  • Formal Handoff to Operations once the project is completed and Notification to billing teams upon completion
  • Control the timeline and update the action register regularly
  • Open the task for projects team and monitor the progress of each task
  • Kickoff meeting – Review SOW services elements, initial documentation, establish call and fault flows, identify gaps in required information
  • Primary point of contact/escalation for the customers/clients/third party vendors, internal resources, and various other stakeholders
  • Plan, direct, and co-ordinate the team activities to manage and implement project and/or interrelated projects from contract/proposal initiation to final operational stage
  • Own the delivery cycle of Managed & Maintenance services projects from day1 (after receiving from sales) to day2 (handover to operations)
  • Identify potential roadblocks within the cycle of project and resolve it swiftly with limited guidance and escalate as required
  • Undertake status review meetings with the project team members/clients/customers/business partners etc
  • Send out weekly/ biweekly (or as proposed in the communication plan) status report of each project to higher management/customers and other stakeholders.
  • Responsible for regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
  • Responsible for Implementing risk management strategies to mitigate potential barriers to project success.
  • Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
  • Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Optimized resource allocation, effectively balancing priorities and managing competing demands.
  • Interacted with customers and clients to identify business needs and requirements.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Participated in vendor selection and management process for program initiatives.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Deputy manager

Reliance Jio Infocomm Ltd
08.2018 - 11.2020
  • Responsible for handling FTTH roll out for end customer
  • Responsible for order management and project material management
  • Responsible for service of FTTH services, managing the team consisting of 20 service executives
  • Responsible for Managing Home Connect technicians for installation at customer premises and providing post installation Home Care services as per the defined SLA
  • To Conduct periodic audits/ reviews by visits to customer premises and provide quick resolutions to issues and escalations
  • To Conduct surveys to verify the provided network plan and prepare and release the network design for the new areas identified by the business
  • Execution planning of the Feeder Service Area (FSA) as per the provided network plan
  • Facilitate ROW permissions by preparing area/location maps and follow-up regularly with the designated team
  • To Create and release the in-building design for large MDUs that do not get covered in the standard template from concerned planning team
  • Vendor management for timely execution of the construction process including fiber laying with zero errors
  • To ensure material availability, issuance, and safekeeping always by coordinating with respective stakeholders.

Assistant manager

NCR Corporation
06.2016 - 08.2018
  • Stakeholder Management (Vendor, Client/Customer, Internal departments - Management and Team)
  • Project scoping, Resource planning, schedule and estimations, reviews and validations, project execution, tracking and monitoring, costing and order management, documentation of concerned projects, billing, and project closure.
  • Ensured adherence to company policies, industry regulations, and best practices during the execution of each project.
  • Maintained detailed documentation throughout the project lifecycle to ensure transparency and accountability.
  • Coordinated cross-functional teams to align efforts towards achieving common goals in complex projects.
  • Presented regular status reports to senior management, providing updates on progress, challenges faced, and upcoming milestones.
  • Evaluated project performance upon completion, identifying lessons learned and areas for future improvement.
  • Built strong relationships with clients by maintaining open lines of communication throughout the duration of each engagement.
  • Collaborated with stakeholders to gather requirements and establish clear objectives for each project.
  • Developed comprehensive project plans, outlining goals, timelines, and resources required for successful execution.
  • Resolved conflicts within the team through effective mediation, fostering a positive work environment for all members involved.
  • Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
  • Developed and maintained project documentation for reliable records.
  • Identified and resolved risks to minimize project disruption.
  • Generated weekly and monthly status reports for helpful progress tracking.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Reported regularly to managers on project budget, progress, and technical problems.
  • Maintained open communication by presenting regular updates on project status to customers.

Team Lead

Galore Networks
09.2015 - 06.2016
  • Coordinate with senior management for various project related activities
  • Project Report Management
  • Coordinate with client and own teams for project improvement and growth
  • Maintain local, global and area documentation related to PM Tools and Processes
  • Deployment, support and optimization on Project Management related processes and tools
  • Coordinate all field related activities and documentation
  • To communicate every progress and update to the client in timely manner
  • To coordinate with circle and regional teams for project follow-up and to ensure completion of project
  • End to End project scope understanding.

Associate Network Engineer

TATA Communication
09.2014 - 09.2015
  • Operation & maintenance: trouble shooting, trouble ticket administration, alarm monitoring, circuit testing, network management & maintenance of network
  • To Manage and maintain the RF Monitoring Systems (status and performance of ISP services and facilities)
  • Fault handling and escalation (identifying and responding to faults on RF systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution)
  • Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for co- location, leased lines, customer backup and other customer network services)
  • Participate in a 24x7 call-out rotational if required.

Education

MBA - Project Management

Delhi University
External
04.2001 -

B.Tech - Electronics And Communication Engineering

Shivaji University
Kolhapur, India
04.2001 -

HSC - Science

Sainik School Satara
Satara
04.2001 -

SSC - Science

Sainik School Satara
Satara
04.2001 -

Certification

ITIL foundation certification

Personal Information

  • Date of Birth: 08/17/92
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Languages

English
Hindi
Marathi

Extracurricular Activities

Participated in west zone and inter zone hockey championship. Participated in inter school swimming championship. Actively participated and volunteered in Annual Cultural Events in College.

Disclaimer

The information furnished above is correct and true to the best of my knowledge.

Timeline

Service Delivery Manager

Avaya India Ltd
12.2022 - Current

Program Manager

Teleindia Networks
11.2020 - 12.2022

Deputy manager

Reliance Jio Infocomm Ltd
08.2018 - 11.2020

Assistant manager

NCR Corporation
06.2016 - 08.2018

Team Lead

Galore Networks
09.2015 - 06.2016

Associate Network Engineer

TATA Communication
09.2014 - 09.2015

MBA - Project Management

Delhi University
04.2001 -

B.Tech - Electronics And Communication Engineering

Shivaji University
04.2001 -

HSC - Science

Sainik School Satara
04.2001 -

SSC - Science

Sainik School Satara
04.2001 -

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Dnyandev KatoreService Delivery Manager, Project Manager, Program Manager