Service Delivery Management
HARINI KRISHNASWAMY
Information Tech
Hyderabad,TG
Summary
As a Delivery Leader at CGI, I lead teams of consultants and developers to deliver high-quality application development and management services for our clients across various sectors and geographies. I have over 20 years of experience in the IT industry, with 13+ years at CGI and 8+ years in project management roles.
My core competencies include data analysis, agile methodologies, emerging technologies, SAP platforms, and global delivery. I am passionate about leveraging technology to transform lives and create value for our customers. I have successfully managed complex engagements across multiple technical stacks, including SAP and emerging tech, and integrated global delivery models, involving teams from US and Europe.
Overview
21
21
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Senior Project Manager
CGI
07.2023 - Current
- As the Senior manager for the Data & AI Stream in the Solvay Delta program, Harini ensures the delivery across service lines – Support, Enhancements, Job Monitoring and Problem Management
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Responsibilities include all team management, organizational compliance, financial metrics management as listed in the previous role too.
- Maintained schedules to meet key milestones at every project phase.
- Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
- Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Championed innovative approaches when faced with complex problems or opportunities requiring non-traditional thinking.
- Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
- Developed and led multi-disciplinary team to redefine problems and reach solutions based on different perspectives.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Updated customers and senior leaders on progress and roadblocks.
- Recruited and oversaw personnel to achieve performance and quality targets.
Service Delivery Manager
CGI
02.2020 - 06.2023
- As the Maintenance Service Line Manager for the Stellar program, Harini ensures the global maintenance delivery – meeting the bucket of days’ target across streams, SLA compliance, process compliance
- Improved service quality, addressing client concerns promptly and professionally.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Streamlined operations for improved customer satisfaction and retention rates.
- Led cross-functional teams to achieve project goals on time and within budget.
- Driving automation and productivity improvements as part of continuous improvement goals
- Financial targets as applicable for the program and specific for the reporting team
- She is also the reporting manager for the maintenance team members and responsible for their: Team management – regular mentoring & coaching, providing feedback, performance appraisals, addressing member concerns, managing attrition Organization mandates and process compliance – enabling the team to meet organizational mandates and ensure project complies with processes outlined by the organization’s quality team
Senior Project Manager
Kony Private Ltd
05.2018 - 11.2019
- As a delivery manager, Harini plays a key role in proposal building, staffing, delivering the project and balancing the financials, client and the members
- She has been the client facing interface from Kony and has managed several fixed price mobile application development in agile and waterfall delivery models
- She has helped successfully build like-for-like projects in the Kony platform similar to the existing Sky platform applications as well as new application development in others
- These applications are multi-channel (tablet, desktop, kiosk), multi-OS (iOS, Android) as well as with offline capabilities.
- Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
Senior Project Manager
Kony Private Ltd
04.2018 - 11.2019
- As a delivery manager, Harini plays a key role in proposal building, staffing, delivering the project and balancing the financials, client and the members
- She has been the client facing interface from Kony and has managed several fixed price mobile application development in agile and waterfall delivery models
- She has helped successfully build like-for-like projects in the Kony platform similar to the existing Sky platform applications as well as new application development in others
- These applications are multi-channel (tablet, desktop, kiosk), multi-OS (iOS, Android) as well as with offline capabilities.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Updated customers and senior leaders on progress and roadblocks.
Project Manager
CGI
11.2017 - 04.2018
- As a Project Manager, on the Zenith project, Harini is responsible for overall project delivery
- She played the role of a Scrum Master, actively facilitating sprint planning, daily scrum calls, ensuring sprint reviews and sprint retrospectives
- The project was in critical stage when the role was taken up by me, and I have worked actively to ensure the impediments are removed by working closely with distributed agile team across India & UK
- This enabled CGI to deliver the project successfully within client schedule.
- Monitored project progress, identified risks and took corrective action as needed.
- Monitored project performance to identify areas of improvement and make adjustments.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
Project Manager
CGI
01.2017 - 05.2017
- As a Project Manager and Scrum Master, on this project, Harini is responsible for all work delivered from offshore in terms of quantity and promised quality, staffing, allocation & monitoring of work, reporting status of progress with onshore and internal senior management as well as financial management at offshore
- Responsibilities as Scrum Master include: Work with product owner to prioritize the list of interfaces; identify functionality to be developed each sprint Educate and empower development team to identify sprint goals and facilitate scrum events Facilitate collection and review of metrics such as sprint velocity, defect density, achievement of sprint goals Coach development team members in understanding agile and enable higher performance Enable to define improvements as an outcome of sprint retrospectives Establish kaizen as part of team behaviour
- Responsibilities as PM include: Project planning and monitoring; status reporting Stakeholder management – onshore counterparts, senior management, internal quality, recruitment, finance teams as well as member expectation management Financial responsibility to meet the set targets for revenue and margin in each financial year with assigned projects/ additional business Team management – regular mentoring & coaching, providing feedback, performance appraisals, addressing member concerns, managing attrition Organization mandates and process compliance – enabling the team to meet organizational mandates and ensure project complies with processes outlined by the organization’s quality team
- Driving automation and productivity improvements as part of continuous improvement goals.
Service Delivery Manager
CGI
07.2015 - 05.2017
- As a Service Delivery Manager, Harini is responsible for staffing, member management, financial management, allocation & monitoring of work, reporting status of progress with onshore and senior management at offshore.
- Improved service quality, addressing client concerns promptly and professionally.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Project Manager
CGI
08.2016 - 12.2016
- As a Project Manager and Scrum Master, on this project, Harini is responsible for all work delivered from offshore in terms of quantity and promised quality, staffing, allocation & monitoring of work, reporting status of progress with onshore and internal senior management as well as financial management at offshore
- Responsibilities as Scrum Master include: Work with product owner to prioritize the list of interfaces; identify functionality to be developed each sprint Educate and empower development team to identify sprint goals and facilitate scrum events Facilitate collection and review of metrics such as sprint velocity, defect density, achievement of sprint goals Coach development team members in understanding agile and enable higher performance Enable to define improvements as an outcome of sprint retrospectives Establish kaizen as part of team behaviour
- Responsibilities as PM include: Project planning and monitoring; status reporting Stakeholder management – onshore counterparts, senior management, internal quality, recruitment, finance teams as well as member expectation management Financial responsibility to meet the set targets for revenue and margin in each financial year with assigned projects/ additional business Team management – regular mentoring & coaching, providing feedback, performance appraisals, addressing member concerns, managing attrition Organization mandates and process compliance – enabling the team to meet organizational mandates and ensure project complies with processes outlined by the organization’s quality team
- Driving automation and productivity improvements as part of continuous improvement goals.
Project Manager
CGI
02.2016 - 07.2016
- As a Project Manager and Scrum Master, on this project, Harini is responsible for all work delivered from offshore in terms of quantity and promised quality, staffing, allocation & monitoring of work, reporting status of progress with onshore and internal senior management as well as financial management at offshore
- Responsibilities as Scrum Master include: Work with product owner to prioritize the list of interfaces; identify functionality to be developed each sprint Educate and empower development team to identify sprint goals and facilitate scrum events Facilitate collection and review of metrics such as sprint velocity, defect density, achievement of sprint goals Coach development team members in understanding agile and enable higher performance Enable to define improvements as an outcome of sprint retrospectives Establish kaizen as part of team behaviour
- Responsibilities as PM include: Project planning and monitoring; status reporting Stakeholder management – onshore counterparts, senior management, internal quality, recruitment, finance teams as well as member expectation management Financial responsibility to meet the set targets for revenue and margin in each financial year with assigned projects/ additional business Team management – regular mentoring & coaching, providing feedback, performance appraisals, addressing member concerns, managing attrition Organization mandates and process compliance – enabling the team to meet organizational mandates and ensure project complies with processes outlined by the organization’s quality team
- Driving automation and productivity improvements as part of continuous improvement goals.
Project Manager
CGI
08.2015 - 01.2016
- As a Project Manager and Scrum Master, on this project, Harini is responsible for all work delivered from offshore in terms of quantity and promised quality, staffing, allocation & monitoring of work, reporting status of progress with onshore and internal senior management as well as financial management at offshore
- Responsibilities as Scrum Master include: Work with product owner to prioritize the list of interfaces; identify functionality to be developed each sprint Educate and empower development team to identify sprint goals and facilitate scrum events Facilitate collection and review of metrics such as sprint velocity, defect density, achievement of sprint goals Coach development team members in understanding agile and enable higher performance Enable to define improvements as an outcome of sprint retrospectives Establish kaizen as part of team behaviour
- Responsibilities as PM include: Project planning and monitoring; status reporting Stakeholder management – onshore counterparts, senior management, internal quality, recruitment, finance teams as well as member expectation management Financial responsibility to meet the set targets for revenue and margin in each financial year with assigned projects/ additional business Team management – regular mentoring & coaching, providing feedback, performance appraisals, addressing member concerns, managing attrition Organization mandates and process compliance – enabling the team to meet organizational mandates and ensure project complies with processes outlined by the organization’s quality team
- Driving automation and productivity improvements as part of continuous improvement goals.
Service Delivery Manager
CGI
11.2014 - 06.2015
- As a Project Manager, on the Swedish Railways project, Harini is responsible for staffing, member management, financial management, allocation & monitoring of work, reporting status of progress with onshore and senior management at offshore
- The role involved also direct interface with clients and co-ordination between vendors of SJ.
Incident Manager
CGI
03.2010 - 12.2014
- As an incident manager, on the Swedish Railways project, Harini had the responsibilities of ensuring all incidents raised to the Web team are resolved to customer expectations and meet contractual SLAs
- She also played a core role in developing a good rapport between SJ and the CGI team as well as between vendors to SJ in addition to the communication between onshore and offshore teams.
Project Manager
CGI
03.2011 - 05.2012
- As a Project Manager of the application management project, Harini was responsible for staffing, allocation of work, report of progress and governance meetings with onshore
- She plays as interface layer between client and CGI team.
Senior Developer
CGI
12.2008 - 10.2009
- As a senior developer, on the TNT Post project, Harini participated in the entire development lifecycle starting with Requirement Analysis, Estimation, Design Coding and Unit Testing
- She played the key role of a functional specification analyst and acted as a bridge between client/onshore and offshore teams in building application knowledge and ensure it was being built to customer specifications.
Technical Lead
IGATE
10.2007 - 11.2008
- As a Technical Lead, on the Swiss Re EAM project, Harini led a team of 8 team members in a very large service maintenance project involving the maintenance of 30+ applications in a wide range of technologies ranging from Documentum to Kintana and the latest J2EE technologies
- She was responsibile to ensure the quality of incident resolution as well as other contractual SLAs with regards to responsiveness and resolution times on them.
Various projects
L&T Infotech
07.2003 - 09.2007
- Harini was a part of various teams in the Hitachi ODC at L & T Infotech, participating in all parts of the development cycle of various Java/J2EE projects meeting a network management need
- She played various roles ranging from developer, senior developer to leading small teams and also performed the role of an onsite co-ordinator, facilitating requirements elicitation and also supporting acceptance testing in many of these projects.
Education
B.E. Electronics and Communication -
Hindustan College of Engineering, University of Madras
Skills
Certification
Certified Professional Scrum Master I (PSM I)
Skills Summary
- Java/ J2EE/ XML, 8, Level 3
- JSF, 1, Level 1
- Oracle, 5, Level 2
- Application knowledge, 1, Level 2
- Kony Quantum, 1, Level 2
- Incident, Problem Management & Services Delivery Management, 8, Level 4
- Application Development and Management, 8, Level 4
- Agile Experience, 4, Level 4
- Transport, 5, Level 4
- Utilities, 3, Level 3
- Retail, 0.5, Level 1
Accomplishments
- Supervised team of 50 staff members.
- Manage critical application development and support in emerging tech stack delivering with migrating tech stack of the client
- Exposure to handle both mobile and application development projects / 24*7 support
Software
Agile
Stakeholder Management
Program Management
GCP
Python
Timeline
Senior Project Manager
CGI
07.2023 - Current
Service Delivery Manager
CGI
02.2020 - 06.2023
Senior Project Manager
Kony Private Ltd
05.2018 - 11.2019
Senior Project Manager
Kony Private Ltd
04.2018 - 11.2019
Project Manager
CGI
11.2017 - 04.2018
Project Manager
CGI
01.2017 - 05.2017
Project Manager
CGI
08.2016 - 12.2016
Project Manager
CGI
02.2016 - 07.2016
Project Manager
CGI
08.2015 - 01.2016
Service Delivery Manager
CGI
07.2015 - 05.2017
Service Delivery Manager
CGI
11.2014 - 06.2015
Project Manager
CGI
03.2011 - 05.2012
Incident Manager
CGI
03.2010 - 12.2014
Senior Developer
CGI
12.2008 - 10.2009
Technical Lead
IGATE
10.2007 - 11.2008
Various projects
L&T Infotech
07.2003 - 09.2007
B.E. Electronics and Communication -
Hindustan College of Engineering, University of Madras
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