Jimmy Joseph
Associate Director, Delivery Management
Bangalore
Summary
Passionate about contributing to a dynamic and growth-oriented organization. Striving to share and enhance knowledge and experience. Seeking opportunities to develop leadership and management skills in a challenging and collaborative environment.
Overview
2026
2026
years of professional experience
6
6
Certifications
Work History
Delivery Partner Executive
Kyndryl Solutions Private Limited
09.2021 - Current
- Managing Financial Services and Banking clients across the UK and Ireland, fostering and maintaining strong, long-term client relationships.
- Lead and coordinate a high-performing, multidisciplinary account team to deliver customized solutions, drive client satisfaction, and consistently achieve business objectives and growth targets.
- Own and oversee all client commitments, ensuring alignment with business objectives.
- Identify and drive business growth opportunities while consistently meeting or exceeding financial targets.
- Collaborate with Kyndryl and client resources to deliver services and solutions that support the client’s organization effectively.
- Provide account leadership to the service delivery team, directing the development and execution of programs, projects and business strategies to meet contract deliverables.
- Lead weekly cost review calls with the account Financial Analyst and Commercial Manager to monitor costs, revenue, and gross profit (GP%) on a monthly and quarterly basis.
Delivery Partner Executive
IBM India Private Ltd.
05.2017 - 08.2021
- Managing Financial Services and Banking clients across the UK and Ireland, fostering and maintaining strong, long-term client relationships.
- Lead and coordinate a high-performing, multidisciplinary account team to deliver customized solutions, drive client satisfaction, and consistently achieve business objectives and growth targets.
- Own and oversee all client commitments, ensuring alignment with business objectives.
- Identify and drive business growth opportunities while consistently meeting or exceeding financial targets.
- Collaborate with Kyndryl and client resources to deliver services and solutions that support the client’s organization effectively.
- Provide account leadership to the service delivery team, directing the development and execution of programs, projects and business strategies to meet contract deliverables.
- Lead weekly cost review calls with the account Financial Analyst and Commercial Manager to monitor costs, revenue, and gross profit (GP%) on a monthly and quarterly basis.
Delivery Partner Executive (IGA) - SAP Offering
IBM India Private Ltd.
01.2015 - 04.2017
- Manage critical SAP applications and clients as the SAP Offering Delivery Project Executive (DPE) for IGA SAP.
- Collaborate directly with customers to understand their issues and requirements, responding to requests for new services to drive business growth.
- Provide overall leadership and account management to support IT infrastructure and application stability.
- Ensure high-quality service delivery while optimizing costs through more efficient service models.
- Lead delivery teams to ensure high stability, availability, and reliability of services.
- Champion Agile methodologies and principles across all delivery teams and account management functions.
- Review and approve root cause analyses (RCAs) for major application outages.
- Partner with the SAM/SDM teams to analyze service impact trends and ensure mitigation plans are in place for recurring issues.
- Maintain audit compliance and readiness by adhering to ITCS104 policies.
Service Delivery Manager
IBM India Private Ltd.
01.2010 - 12.2014
- Primary contact between the Application Focal Point (AFP) and the delivery support organization, ensuring strong client satisfaction and relationship management.
- Play an integral role in account planning and delivery support strategy.
- Proactively monitor problem and change management processes, addressing issues and alerts as needed.
- Ensure high service quality and optimize delivery costs through continuous improvement and efficiency initiatives.
- Understand customer requirements, identify business opportunities, and support opportunity closure.
- Participate in the Change Control Board and related change control processes.
- Drive and coordinate audit readiness activities and manage crisis situations effectively.
- Continuously identify and implement process improvements to align practices with global delivery standards.
- All RCAs for major incidents are documented, reviewed with customers and the DPE.
Manager, Global IT Service Management
Oracle Corporation India Pvt. Ltd.
05.2004 - 07.2009
- Lead a team of 14 members to provide frontline support to users during service-related issues.
- Act as the customer’s interface for service issues, leveraging corporate and customized network management systems to ensure high customer satisfaction.
- Serve as the escalation point for operational and implementation issues, keeping customers informed throughout the resolution process.
- Oversee technology and system availability, manage technical SLAs with clients, and collaborate with SMEs to develop IT service continuity plans.
- Analyze client technology solutions to identify opportunities for improvement.
- Recommend and implement improvements to support processes, driving continuous enhancement of the incident management process.
- Work closely with the IPC team to resolve root causes of incidents, minimize business impact, and prevent recurrence of infrastructure-related issues.
- Coordinate with internal support teams on project specifications, assignments, timelines, and quality standards.
Team Leader [Apple]
TransWorks IT Services (I) Pvt. Ltd
09.2003 - 02.2004
- Leading a Team of 14.
- Generate Daily, Weekly and Monthly Reports for the Management.
- Quality Performance – Responsible for monitoring and tracking Agent wise performance and providing proactive feedback.
- Performance- Analyze Agent performance and Team Performance on daily, weekly and monthly basis.
- Operations – Review with the Senior Management on a weekly basis regarding Team Performance and CSATs.
I2 Technologies, Global IT Service Desk, Team Lead
24/7Customer
10.2001 - 09.2003
- Was Leading a Team of 12 associates.
- Track and analyze the Team Performance on a Daily, Weekly and monthly basis.
- Scheduled Workshops for all the Team Members to enhance the Product knowledge.
- Responsible for Installing and configuring Lotus Notes R6 on all the Workstations.
- Setup meetings with the client on a bi-weekly basis to review the Project Performance and also to get updates on the latest developments from the Client’s side.
Technical Support Representative, Compaq
24/7 Customer
- Provided Technical assistance to the U.S COMPAQ home users over the phone.
- Dealt in Desktops, Printers, Scanners and Modem troubleshooting.
- Worked as a Quality Auditor as per the COPC requirement.
- Contributed in developing the BOK [Book Of Knowledge] on the technical issues for the project.
Field Support Engineer
ACCEL ICIM, Cunningham Road, Bangalore
03.2001 - 09.2001
- Was an On-Job Trainee in Accel ICIM, designated as Field Support Engineer, since March 2001 till September 2001.
- Specialized in management of networking systems by way of installation, Commissioning of WINDOWS NT, 95, 98, 2000, network configuration and all related systems and troubleshooting.
- Service, maintenance, repair, assembly, installation, commissioning and troubleshooting of – Desktop computers, Servers and related equipment/systems.
Education
B.A - Mathematics
APS University
Rewa, Madhya PradeshSkills
Client Account management
Certification
Certified ScrumMaster [AGILE]
Disclaimer
I hereby declare that the above-mentioned information is true and correct to the best of my knowledge., Bangalore, MM/DD/YY
Timeline
Delivery Partner Executive
Kyndryl Solutions Private Limited
09.2021 - Current
Delivery Partner Executive
IBM India Private Ltd.
05.2017 - 08.2021
Delivery Partner Executive (IGA) - SAP Offering
IBM India Private Ltd.
01.2015 - 04.2017
Service Delivery Manager
IBM India Private Ltd.
01.2010 - 12.2014
Manager, Global IT Service Management
Oracle Corporation India Pvt. Ltd.
05.2004 - 07.2009
Team Leader [Apple]
TransWorks IT Services (I) Pvt. Ltd
09.2003 - 02.2004
I2 Technologies, Global IT Service Desk, Team Lead
24/7Customer
10.2001 - 09.2003
Field Support Engineer
ACCEL ICIM, Cunningham Road, Bangalore
03.2001 - 09.2001
Technical Support Representative, Compaq
24/7 Customer
B.A - Mathematics
APS University
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