Gurjit Singh Dhillon

As a Service Delivery Manager in the IT service industry, my role encompass a wide range of responsibilities to ensure the successful delivery of IT services to clients. I play a crucial role in managing service operations, maintaining strong client relationships, and driving continuous improvement. Here are some key roles and responsibilities associated with my position:

· Aligned team goals and objectives with organizational strategy, aiding business growth

· Advised clients on methods, technologies, process improvements and training that would increase overall business potential

· Analyzed and reported on key performance metrics to senior management

· Analyzed team performance data to provide meaningful insights, enabling informed decision-making

· Attended meetings to deliver status reports to key stakeholders

· Attended staff and client meetings and served as liaison to manage operations for account

· Closely monitored and updated company systems for efficiency, output and other factors to improve overall productivity.

· Contributed to internal and external account reviews

· Coordinated new hire recruitment, training and development

· Coordinated team collaboration to share ideas and build best practices

· Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills

· Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support

· Cultivated positive rapport with fellow employees to boost company morale and promote employee retention

· Defined clear targets and objectives and communicated to other team members

· Determined areas for improvement and implemented processes to alleviate problems.

· Developed and implemented strategies to maximize customer satisfaction.

· Developed performance measurement strategies, identifying areas for improvement

· Developed systems and procedures to improve operational quality and team efficiency

· Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation

· Exceeded customer requirements with accurate and deliverable solutions.

· Facilitated completion of deliveries and verified documentation

· Facilitated meetings to communicate team performance goals and results

· Identify pain areas and addressing them towards resolution.

· Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

· Identified business issues through careful collaboration with key stakeholders.

· Identified key areas in need of improvement and implemented plans to rectify issues.

· Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow

· Implemented training programs to maximize team member development and potential

· Introduced new methods, practices, and systems to reduce turnaround time

· Led hiring, onboarding and training of new hires to fulfill business requirements

· Leveraged data and analytics to make informed decisions and drive business improvements

· Maintained flexible schedule and responded to after-hours and weekend emergencies

· Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions

· Maintained professional demeanor by staying calm when addressing unhappy or angry customers

· Mentored employees and offered constructive feedback for performance improvement

· Mitigated business risks by working closely with staff members and assessing performance

· Monitored and managed staff performance to attain target metrics both individually and team unit.

· Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness

· Prioritized projects and project tasks depending upon key milestones and deadline dates.

· Recruited and trained high-performing team members, maintaining optimized customer service

· Reduced operational risks while organizing data to forecast performance trends

· Reported issues to higher management with great detail

· Streamlined key process for entire department by implementing method to improve efficiency

· Streamlined processes to cut downtime and optimize employee productivity.

Project: Dubai Based Online Bank

· Analyzed problematic areas to provide recommendations and solutions.

· Improved overall ITIL Service and SLA from below-average of 70% to above 99% through continuous improvement, weekly and monthly Audits, and Reporting

· Improved overall revenue by implementing Pyramid optimizing and up-skilling resources in projects.

· Developed harmonious relationships with clients, resulting in better management and Support during escalation

· Advanced Training & Certification Program for delivery teams, resulted in a 90% increase in employee Training and Certification attainment

· Streamlined L1 & L2 Teams through regular training and process improvements

· Standardized Work instruction for all NOC Teams

· Automated various monotonous and tedious excel based reports, resulted saving of 2/3 efforts.

· Resolved issues and escalated problems with knowledgeable support and quality service

Project: Kelly Services

· Streamed line project by implementing ITIL standards and processes

· Spearheaded Automation project for three years with focus on reduction of manual efforts on IT services, Operation Management and Reporting

· Streamlined Monthly Service Delivery reporting through automation, decreasing MSR delivery timeline from 15 days to 5 days

· Transformed various reporting automation through VBA, Excel, Python, and PowerShell which helped to manage day-to-day operations

· Successfully completed L1 Monitoring Team transition from Onshore to Offshore

· Delivered solution for Backup and Monitoring Audit of Servers, resulting immensely in efforts saving and easy identification of missing servers.

· Created monthly forecast templates and resource management allocations for approved projects.

Project: ITICS Global

· Stimulated Transformation program that delivers Business Value, Savings, and Service Improvements, managing overall Risk & Issues based on ITIL processes

· Played critical role of Liaison officer during onshore role at Netherland ITICS

· Conducted due diligence for Germany ITICS IT Services for around 1K Linux Virtual Servers and entire VMware farm hosting these VMs.

· Spearheaded multiple technical teams (50+ resources) from Virtualization, Linux, Windows, Storage, Backup, and Database Teams to deliver end-to-end IT Services.

· Migration Lead: Spearheaded multiple Datacentre Consolidation and Migration projects for around 2200 Servers and Applications with 200 TB of data.

· Operated Datacentre Manager role for Netherlands and Sweden Datacentre.

· Sr VMware SME: Designed, Implemented various projects on VMware solutions (vCenter, ESX Hosts, SRM, VSAN, VRA, VROP, Horizon, Upgrade Manager).

· Contributed to development, administration and testing of disaster recovery plans

· Standardized job tasks and trained junior team members on industry best practices and standards

· Trained new employees on proper protocols and customer service standards

Project : Capgemini Outsourcing (Multiclient)

· Designed and implemented VMware Infrastructures Solutions for client

· Administrated and maintained overall environment of 2500 VMs (Linux, Windows), 100+ ESX Hosts, Multiple vCenter spread across multiple Datacenter

· Conducted Various Migration projects for clients.

· Trained and guided team members to maintain high productivity and performance metrics.

· Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.

· Managed and administrated around 300 Linux Systems and six High-Performance Technical Computing (HTPC) Clusters for P&G, USA.

· Worked with users to determine areas of technology in need of improved usability

· Performed L2 & L3 Linux Support and Solutions role to one of major financial institutes IL&FS

· Implemented Linux-based solutions on Webserver, Mail, Proxy Server, and Monitoring Tools like Nagios, OpenNMS, MRTG.

· Adopted cost-effective, useful solutions to implement into current systems

· Implemented and Management solutions on Web, DNS, and Mail hosting for around 50 clients.

· Successfully delivered complex project on Internal Mail Distribution solutions based on Sendmail and Qmail to multi-branch corporate organization.

· Spearheaded inventory control measures to replenish and maintain IT equipment