Hi, I’m
Karthik Karre
ITIS Service Delivery Manager
Hyderabad,Telangana
Summary
Service Delivery Manager with 15+ years of experience ITIS Service Delivery. Offering exemplary client relationship building prowess. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change. Talented in assessing client needs and working with the designated teams for the solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones.
Overview
16
years of professional experience
3
Certification
Work History
Tata Consultancy Services
Service Delivery Manager
04.2017 - Current
Job overview
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Managed third-party contracts to drive delivery of required services.
- Meet with the customer on a regular basis to understand the needs, challenges and upcoming activities and facilitate delivery by coordinating with the concerned teams.
- Review the operational and technological requirements and ensure required support is provided for fulfillment.
- Address any challenges that may be coming in the way of meeting the commitments agreed upon.
- Ensure all the key stakeholders are always notified of any changes that may impact service or staffing availability.
- Meet with the team leads regularly to ensure projects and activities are being performed are meeting customer expectations.
- Conduct skip level meetings to keep a tab on resources and anticipate potential staffing challenges.
- Prioritize, plan and address challenges that may impact delivery.
- Appraise customer of any changes anticipated.
- Coordinate with the teams to action on the outcomes as needed.
- Review utilization reports regularly to understand the team utilization
- Leverage customer and internal forums to understand the resource requirements
- Identify and propose the resources and skills needed to client.
- Coordinate and ensure team have all the logistics needed to join and support the project
- Address any issues or challenges noticed on a timely manner
- Coordinate with respective leadership team for any additional intervention and support.
- Work with the team to identify potential opportunities for improvements or value adds.
- Implement the ideas and share the value adds and benefits with the customer.
- Complete mid-year and year-end performance appraisal for all direct reports.
- Manage personal development plans of all direct reports and define a clear career path.
Tata Consultancy Services
Transition Manager
04.2016 - 03.2017
Job overview
- Built support for change throughout business unit through direct outreach strategies.
- Partnered with business teams to understand needs and mitigate potential problems.
- Led teams of analysts to evaluate, plan and execute projects.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
Tata Consultancy Services
ITSM Process Lead
10.2012 - 03.2016
Job overview
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
C3i Support Services Private Limited
Subject Matter Expert
09.2009 - 10.2012
Job overview
- Designed and prepared technical reports, studies, and related documentation.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Assembled, installed and tested new equipment and trained users in effective operation.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Wipro BPO
Technical Support Engineer
12.2007 - 05.2009
Job overview
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Education
Mahaveer Institute of Technology And ScienceHyderabad, India
Bachelor of Technology from Electrical And Electronics of Engineering
05.2007
Skills
- Solutions development
- Operations support
- Client relationship management
- Project creation
- Training and coaching
- Active listening and communication
- Continuous Improvement
- Agile framework
- IT Service Management (ITSM) Oversight
- Problem-Solving
Certification
- Transition Management - Tata Consultancy Services - 2021
- Certified Green Belt Six Sigma -Tata Consultancy Services - 2020
- ITIL V3 Intemediate Service Operations - 2015
- ITIL V3 Foundation - 2014
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Timeline
Service Delivery Manager
Tata Consultancy Services
04.2017 - Current
Transition Manager
Tata Consultancy Services
04.2016 - 03.2017
ITSM Process Lead
Tata Consultancy Services
10.2012 - 03.2016
Subject Matter Expert
C3i Support Services Private Limited
09.2009 - 10.2012
Technical Support Engineer
Wipro BPO
12.2007 - 05.2009
Mahaveer Institute of Technology And Science
Bachelor of Technology from Electrical And Electronics of Engineering
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