Eshrath Fathima
Service Delivery Manager
Hyderabad
Summary
Dynamic Service Delivery Manager with 9 years of IT Service Management expertise, driving business growth through sufficient team leadership, project management, service delivery, and transformation initiatives. Proven success in managing cross-functional teams, ensuring SLA and OLA compliance, and fostering client/stakeholder relationships. Skilled in driving shift left transformation, automating processes, and achieving significant FTE reduction. Recognized for achieving 5% year on year contractual targets and receiving outstanding PCSAT and NPS scores. Adept at optimizing ticket distribution, integrating teams, and improving FLR, resulting in substantial efficiency gains. Expert in stakeholder relationship management, demonstrated through successful RFP submissions and operational excellence, ensuring top-tier service delivery and cost efficiency. Eager to bring strong leadership and transformative skills to a Service Delivery Manager role
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Service Delivery Manager
Cognizant Technology Solutions
01.2024 - Current
- Managed three accounts with cross functional teams of 200 associates to deliver the services to life science and healthcare clients, ensuring SLA and OLAs are met
- Acted as single point of contact for all service delivery, operations management, SLA reviews & quality related issues as Service Delivery Manager
- Played a key role in the development and submission of RFPs, that involved coordinating with cross-functional teams to gather necessary information, ensuring compliance with client requirements, and presenting compelling proposals that significantly contributed to successful bid outcomes
- Accurately estimated resource load (RL) based on RFP responses by analyzing project scope, identifying required resources, and providing detailed year-on-year revenue benefits
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Effectively managed service budgeting, ensuring adherence to budget constraints and financial goals by advising on areas of possible improvement to reduce costs and service delivery times
- Developed and executed cost profit (CP) improvement plans, achieving a net CP of 60% by identifying cost reduction opportunities, enhancing operational efficiencies, and leveraging technology. Continuously monitored and adjusted plans to align with financial goals
- Effectively handled scope changes on the Statement of Work (SOW) through formal Change Requests (CR), ensuring all modifications were documented and approved against the original SOW
- Developed and maintained strong relationships with clients and stakeholders, gaining consensus on major milestones and prioritization goals
- Acted as a techno-managerial lead , expanding account modules, leading operations teams and fostering a culture of continuous learning
- Measured and tracked key performance indicators (KPIs) to ensure 100% compliance, conducted root cause analysis and implemented improvement plans
- Achieved 5% year on year contractual target of shift left transformation and received highest Project CSAT score and NPS score for providing a focused approach and understanding nature of work
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Reduced turnaround time by 5% with effective resource allocation and task prioritization
Transformation Lead (Automation and Shift Left)
Cognizant Technology Solutions
04.2020 - Current
- Analyzed historical data for Shift Left and Automation opportunities
- Led cost reduction programs by eliminating redundant tasks
- Established and managed 10-member automation team
- Achieved 5% ticket elimination and 8 FTE effort reduction
- Identified and mitigated risk associated with stakeholder buy-in, leadership commitments, and scope creep to ensure successful implementation of transformation projects
- Enhanced process quality with thorough evaluation of existing processes and implementation of corrective actions
- Streamlined communication between automation and project teams by promoting a collaborative work environment during development phases
- Mentored junior engineers fostering professional growth and contributing to team success
- Managed project timelines, budgets, and resources effectively to ensure smooth execution of multiple concurrent automation projects
- Supported business needs dependent on location, working with staff at all levels to produce targeted solutions
Operations Lead
Cognizant Technology Solutions
01.2019 - 12.2023
- Led a team of 100 associates, ensuring SLAs and KPIs were met to avoid service credits
- Improved FLR from 22% to 29% by optimizing ticket distribution and centralizing multiple teams
- Participated in RFP process to estimate resource load for new contracts
- Transitioned two new projects from team identification to Go-live, achieving client-defined milestones
- Integrated multiple teams at L1.5 layer, yielding a 14 FTE benefit and reducing person dependency
- Contributed to achieving 24 FTE worth of additional business by adding new scope
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members
- Championed change management efforts across organizational departments, assisting employees in adapting to new policies or procedures effectively
- Reduced operational costs through continuous improvement initiatives and cost-saving measures
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
Technical Support Analyst
Cognizant Technology Solutions
08.2017 - 12.2018
- Provided technical support for in-scope applications, troubleshooting technical issues in coordination with service lines
- Applied critical thinking to address multiple demands and competing priorities
- Managed Standard Operating Procedures, ensuring compliance with GxP standards
- Identified and resolved workflow issues with L2 teams
- Processed, reviewed and coordinated approvals of various documents
- Coordinated with authors to finalize and publish documents in timely manner
- Collaborated with cross-functional teams to develop solutions for recurring technical problems
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration
Level1 Agent
Cogniziant Technology Solutions
11.2015 - 07.2017
- Resolved user issues and addressed queries as L1 agent
- Managed customer complaints with empathy and composure
- Conducted training, coaching and supervision for new team members
- Provided enhanced user experience through process and application knowledge
Education
Bachelor of Technology -
Sri Indu College of Engineering & Technology
Hyderabad, India 04.2001 -
Board of Intermediate (12th) -
Sri Chaitanya Junior College
Hyderabad, India 04.2001 -
Secondary School Certificate (SSC) -
St. Venus High School
Hyderabad, India 04.2001 -
Skills
Service Delivery Management
Team Leadership
Analytical & Problem-solving
IT Service Management
Customer Relationship Management
Project Management
Stakeholder Relationship Management
Business Transformation
Communication
Multitasking
Accomplishments
- Awarded " Most Valuable Player (MVP) " for exceptional service delivery in 2024
- Awarded " Customer Comrade " for demonstrating exceptional dedication to customer service, customer satisfaction and significantly contributing to the overall success of the team and organization
- Awarded " The Alpha Lead " for demonstrating exceptional dedication and proficiency in transformation program
Certification
AIGPE Lean Six Sigma Green belt Certification
Timeline
AIGPE Lean Six Sigma Green belt Certification
07-2024
Service Delivery Manager
Cognizant Technology Solutions
01.2024 - Current
ITIL V4 Foundation
07-2023
Transformation Lead (Automation and Shift Left)
Cognizant Technology Solutions
04.2020 - Current
Operations Lead
Cognizant Technology Solutions
01.2019 - 12.2023
Technical Support Analyst
Cognizant Technology Solutions
08.2017 - 12.2018
Level1 Agent
Cogniziant Technology Solutions
11.2015 - 07.2017
Bachelor of Technology -
Sri Indu College of Engineering & Technology
04.2001 -
Board of Intermediate (12th) -
Sri Chaitanya Junior College
04.2001 -
Secondary School Certificate (SSC) -
St. Venus High School
04.2001 -
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