JAYESH GOYAL
Pune
Summary
A dedicated and results-oriented Service Delivery Manager with more than 19 years of experience in delivering high-quality services and overseeing their management and reporting. He possesses a robust background in SAP and extensive expertise in managing service delivery within an ITIL framework, emphasizing SLA and KPI adherence in a 24/7 environment. He collaborates effectively with both business units and vendors, concentrating on process optimization, cost reduction, and service enhancement through incident management, SLA oversight, capacity planning, and systematic improvement initiatives. In his capacity, he has successfully led a motivated and skilled service delivery team, managing daily operations to ensure client satisfaction.
Project Domain’s: Manufacturing, Telecom, Automobile, Pharma, Banking, Construction & Infra.
Region’s: US, Canada, Europe, UK & Asia Pacific
Overview
19
19
years of professional experience
Work History
Service Delivery Manager
Tech Mahindra
Pune
01.2024 - Current
- Responsible for Delivering ITIL Framework adopted, SLA driven global SAP S/4 HANA AMS Projects to various Manufacturing Customer
- Responsible for Revenue and Resource Management for multiple Manufacturing Accounts
Senior Service Delivery Head
Cloud Raptor Digital India Private Limited
Bangalore
02.2023 - 01.2024
- Ensuring Service Delivery to Multiple Australian Based Banking and Educational Customer in various Technologies like Cloud, Integration, ServiceNow, Salesforce, Java Development and Automation
- Responsible for 6M AUD Annual Business and Stakeholder Management
- Supporting Customer Process Improvements and Delivery Management
- Set up strong service delivery framework and program governance to manage operations withing agreed SLA
Service Delivery Manager
HCL Technologies Limited
Bangalore
07.2021 - 02.2023
- Responsible for a Team of 25+ SAP Consultants delivering SAP Transition Project for CRH Leviat Group
- Working on setting up BAU Support Environment for the Manufacturing Sites going Live on SAP S4 HANA
- Defining and designing the Change Management, Service Now ITSM Process and Enablement
- Defining & Delivering the Risk Guidelines for the System
SAP Project Delivery Manager
Wipro Limited
London
01.2020 - 07.2021
- Delivering Critical SAP Implementation Projects for Glaxo Smith Kline Manufacturing Sites with 30+ Member Team with adherence & creation of contracts, project plans, milestones, deliverables & financials
- 800K £ of Cost Optimization has been delivered creating an Agile Delivery Environment
- 30 + FTE Opportunities created Interacting with customer understanding New Business Model Requirements and enabling Delivery Led Sales
- A Step Ahead Initiative supporting customer in Automating Auditing Requirements & working with RPA Bots Creation achieving 3 FTE reduction
Delivery Operations Manager
Wipro Limited
London
11.2018 - 01.2020
- Delivery Assurance of 110+ Members Team to Lloyd’s Banking Group for their Internet Banking Support
- Understanding Banking Business and realigning Ticket Reporting Dashboards providing more clarity on the Internet Banking Support Pain Area’s resulting in a more reliable KEDB saving cost of support
- Delivered Service Now expertise and creation of Dashboards for the Leadership
- Implementation of Agile Environment for various Value Streams for Cost Optimization
- Managed Real Time Communication between Senior Leadership and Delivery Team ensuring quick end results
Competency Head & Delivery Assurance Leader
Wipro Limited
Bangalore
12.2017 - 10.2018
- Created E2E Delivery Assurance Environment working with 400+ Team Members catering to 50+Customer for SAP, Risk & Compliance Portfolio / Accounts
- Fulfilment of 200+ Resource requirement in Collaboration with Pre-Sales Teams for New/Existing Assignment & Deliveries ensuring right skills at right job
- Defined Training needs for 400+ Resources delivering “Train to Bill” & right fitment to Projects
- Prioritized Employee aspirations and ensured right Skills are mapped to the right requirements reducing Iteration % for the Group
Service Manager - IBM Global Accounts
IBM India Private Limited
Bangalore
04.2015 - 12.2017
- Managed IBM Global Account Portfolio encompassing number of Internal IBM Global SAP Project & Account’s
- Led Delivery Management Activities to attain client commitment and financial targets
- Ensured successful delivery & support of E2E Infrastructure Application Development and Maintenance Projects
- Managed and directed 30+ Member Team in adherence to contracts, project plans, milestones, deliverables & financial targets for multiple projects
- Created technology-based pool concept for maintenance projects which brought in significant cost & resource optimization
SAP Service Delivery Manager
Tata Consultancy Services
London
12.2012 - 03.2015
- Delivered SAP Security Support and Maintenance with 35+ Member Team for Glaxo Smith Kline with continuous process and support Improvement and Customer Service Program creating overall operations efficient
- Key role in Hiring, Training, Scheduling, Implementation, and Support of Service Plan
- Delivered & Implemented Solution Manager Change Management Process creating an Agile Environment for the Project
- Implemented Improvement & Clean-up Project Optimizing Maintenance Cost and more Sustainability for the Systems & Organizations
- Driven the Team towards the value additions, best industry practices which must be followed technically and process improvement resulting in cost saving and effective delivery
SAP Delivery Manager
Volvo IT India
Gothenburg
06.2011 - 12.2012
- Led Delivery Operations for SAP Project Support with 20+ Member Team for 30+ Volvo IT Customer supporting 40+ Production Systems
- Successfully Delivered One Team Project, creating India Delivery Centre as central place of Support and growing to 3 times in 18 months of tenure
- Designed effective SAP Security Design & Resource Pool for maintenance projects, which brought in significant cost & resource optimization
- Responsible for Customer Negotiation for New Assignments and Projects for the Volvo India Delivery Centre followed by Hiring, Training, Transition, Scheduling, Implementation, and Support of Service Plan
- Effective Vendor Management and coordination with Support Team
- Delivered CCoE Certification Project & Implementation of Solution Manager 7.0 to 7.1
SAP Service Lead
Accenture Services Private Limited
Bangalore
06.2010 - 06.2011
- Delivered SAP Transition & Transformation Project for TELUS COMMUNICATION designing the Transition Plan, Implementing & Monitoring the Progress as Service Dashboard Lead reporting the overall Project Status
- Managed Real Time Planning and Communication to the appropriate Stake Holder's at various stages of Transition Progress
- Delivered and Supported in Transition Improvements and adherence to Industry best Practice
Business Process Analyst
Agilent Technologies International Private Limited
Gurugram
07.2005 - 07.2010
- Individual Contributor as WW User Access Coordinator & SPOC Business Analyst defining Access Levels for various database systems like Siebel, Legacy System's & SAP
- Defined & Delivered User Access Process Audit for global Users on scheduled times defining the requirement of Access as per the profile of the User and Business Requirement
- SAP SOD Cleanup and Mitigation Control for User Access for Global LSCA
- Change Manager designated to submit request for changes in Enterprise CRM & User Access, analyzing impact & risk of changes on different Business & Users
- Implemented & automated various Enterprise Level Applications from manual process to web portals, considering Business Requirements and deep level analysis over the end user requirement
- Designated Lean Process Champion for Project Implementations
- SPOC for a Team of 15Members for Lean / Green Belt Project Implementation along with guiding them for tracking their Monthly performance regards to SLA & Accuracy
- Lean & Quality Champion for the Team / Employee of the Month Award in the Year's 08‐09
Education
Certifications & Technical Learning's - SAP Education & Internal Courses
UK, India12.2019
B.Tech - Electronics & Tele Communication
Rashtrasant Tukadoji Maharaj Nagpur University
Nagpur, Maharashtra12.2005
Skills
- Support and Maintenance AMS Delivery
- 5 SAP AMS Project
- People Management
- SAP-S4/HANA Project
- RISE With SAP
- ServiceNow Reporting & Dashboard's
- Business Development & Pre-Sales
- Audit / Quality / CCoE
Personal Information
- Pan Number: AJPPG2472A
- Passport Number: W6627109
- Date of Birth: 17th Sep 1983
- Aadhaar : 9457-6043-6616
- Location: Pune , India
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Service Delivery Manager
Tech Mahindra
01.2024 - Current
Senior Service Delivery Head
Cloud Raptor Digital India Private Limited
02.2023 - 01.2024
Service Delivery Manager
HCL Technologies Limited
07.2021 - 02.2023
SAP Project Delivery Manager
Wipro Limited
01.2020 - 07.2021
Delivery Operations Manager
Wipro Limited
11.2018 - 01.2020
Competency Head & Delivery Assurance Leader
Wipro Limited
12.2017 - 10.2018
Service Manager - IBM Global Accounts
IBM India Private Limited
04.2015 - 12.2017
SAP Service Delivery Manager
Tata Consultancy Services
12.2012 - 03.2015
SAP Delivery Manager
Volvo IT India
06.2011 - 12.2012
SAP Service Lead
Accenture Services Private Limited
06.2010 - 06.2011
Business Process Analyst
Agilent Technologies International Private Limited
07.2005 - 07.2010
Certifications & Technical Learning's - SAP Education & Internal Courses
B.Tech - Electronics & Tele Communication
Rashtrasant Tukadoji Maharaj Nagpur University
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