Accomplished Service Delivery Manager with a proven track record at Cognizant Technology Solutions, enhancing operational efficiency and team performance through Six Sigma methodologies and effective operations management. Skilled in Hardware and Networking, I led initiatives that significantly improved productivity, demonstrating a keen ability to inspire teams and implement strategic process improvements.
Overview
14
14
years of professional experience
Work History
Service Delivery Manager
Cognizant Technology Solutions
Hyderabad
11.2021 - Current
Manage day-to-day operations of a team of team managers, team leads, and associates, including resource/equipment planning, staffing, quality control, and reporting.
Continuous improvement projects aim to optimize operations and improve productivity to meet and exceed business objectives
Managed and improved team performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
Communicate effectively with other operations and/or program managers at other sites regarding risks, mitigation strategies, and the success of project SLAs.
Continuously evaluate tools and processes, and offer solutions to ensure they are efficient, high quality, and scalable.
Utilize strategic thinking to plan and develop team and site growth to support data delivery.
File and track tickets, following up on blocks to productivity.
Provide regular, formal, and informal feedback to direct reports.
Identify and help implement process-related improvements using methodologies such as Kaizen, Six Sigma, or Lean.
Conducted team performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments
Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities
Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations
Participated in recruiting to identify and evaluate associates and internal/external candidates for promotion and hire
Maintained consistent professional improvement through company provided workshops, tracking and active participation in team projects
Lead and inspire teams (direct and cross-functional) to deliver on the core objectives for the organization
Lead team meetings focused on team performance, policy and site updates, and team-building activities
Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals
Provide individual coaching feedback sessions, and frequent one-on-ones that focus on performance, attendance adherence and career development
Create and update weekly and monthly productivity & Quality reports displaying team performance against expectations
Speak to team on performance and ongoing coaching methods in weekly performance review meetings
Sr. Quality Auditing Analyst (On Papers Team Lead)
Accenture
Hyderabad
03.2017 - 10.2021
Client - Google ( Nexus, Pixel & Google fi)
Regular auditing support interactions and sharing feedback
Providing Dsat learning about cases, for agents across teams
Conducting learning sessions for excellent customer handling techniques
Preparing Weekly & Monthly Business review decks and organizing client management meetings
Giving presentations on topics for better understanding of customer support
Training new hires on the QA & NSAT guidelines along with Product training for the assigned product and ensuring that they are certified for performing audits
Trained and certified 7 Quality analyst for the project 'Google Fi'
Settling disputes for the QA's for multiple products like Google Fi, Hardware, Social (Twitter, Facebook, Instagram, Facebook Messenger)
RCA on attributes that are the major contributors across all products, thereby helping in overall quality improvement
Team Lead (on Papers Quality Specialist- Quality)
Infosys
Hyderabad
02.2016 - 02.2017
Manage complex issues raised by the team, workflow, and lead groups of indirect reports (if necessary); be proactive and able to multitask.
Handling 20 employees, managing their data, and accuracy.
Use of the Pushpin Tool for the edits.
Regular interaction with clients through review calls on a weekly basis - updating and escalating issues which needs attention
Ensuring to deliver the required client targets
Tracking and assignments of daily activities of the team members
Motivate, guide and plan employees career path
One on one feedback sessions and governance
Prepare daily and weekly reports to enhance performance of the team
Proactively seek to improve the project by initiating and driving smart solutions
Capable of creating and executing strategies to achieve the desirable results
Distinguish between relevant and irrelevant information to make logical decisions
Track record of delivering results within deadlines
In Depth understanding of the process and project (Google maps) and use historical knowledge gained to troubleshoot big issues
Sr. Quality Analyst (Google Maps, Mapmaker, LDO)
Globallogic Technologies
Hyderabad
06.2011 - 02.2016
To lead a Quality team (29 members), focused on delivering core metrics of Productivity and Quality
Preparing daily workload for the team and coordinating the daily allocation of work
Mentoring and training junior and new members in the team
Involved in policy implementation and strategy formation in the project/process (Google maps)
Preparing presentations highlighting the good points and ensuring the feedback is spread to the site with appropriate statistics sharing the trend analysis; both positive and negative for the improvement of the site
My job description also includes taking ownership of the audit samples, meeting SLA's reaching weekly & monthly targets and ensuring quality in every sample audited by the team
Education
Diploma - Information Technology
SCBIT
03.2009
Bachelor's Degree - Electronics and Communication Engineering
JNTU
03.2007
Skills
Six Sigma
Hardware and Networking
MS Office
Milestone Training
Performance Management
Operations Management
Education
Hyderabad, Telangana,Sydney, New South Wales
Contact
Hyderabad Telangana
Timeline
Service Delivery Manager
Cognizant Technology Solutions
11.2021 - Current
Sr. Quality Auditing Analyst (On Papers Team Lead)
Accenture
03.2017 - 10.2021
Team Lead (on Papers Quality Specialist- Quality)
Infosys
02.2016 - 02.2017
Sr. Quality Analyst (Google Maps, Mapmaker, LDO)
Globallogic Technologies
06.2011 - 02.2016
Diploma - Information Technology
SCBIT
Bachelor's Degree - Electronics and Communication Engineering
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions