Krishnan R
Service Delivery Lead
Hyderabad
Summary
A multi-faceted professional with expertise in understanding operational & frontline nature of the job and prioritizing various tasks & deliverables as required by customers & management.
Over 20 years of experience in: Service Delivery Management Project Management Team Management Quality Management Cost Management Risk / Issue Management Change Management Documentation & Reporting
Forward-focused manager with expertise in spearheading projects and ensuring delivery of projects within time, quality & cost parameters
Insightful knowledge of modern concepts of end-to-end project planning from scope management to activity sequencing, effort & cost estimation, risk analysis to quality management in adherence with International guidelines.
Demonstrated acumen in carrying out delivery management for technical deliverables of concurrent projects while understanding client needs, requirements & expectations and devising solutions accordingly. An effective leader with proven abilities in leading, training & guiding team members during the project phase . An effective communicator with sound planning, analytical, interpersonal and organizational abilities. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
Work History
Service Delivery Lead
Wipro Limited
Hyderabad
04.2020 - Current
- Result Areas:
- Heading a span of 300 members operating with 3 SDM and 4 Team managers
- Responsible for Quality Assurance and Quality Control
- Overseeing and performing the process of Root Cause Analysis and ensure consistency in agents quality audits
- Implementing and maintaining program management processes and disciplines in the areas of program schedule & quality management, communications management, cost management, procurement management, risk / issue management and change management
- Accountable for the recruitment, management and career development of consulting staff
- Involved in maintaining continuous alignment of program scope with strategic business objectives and making recommendations to modify the program & enhance effectiveness towards the business result or strategic intent
Deputy General Manager
Cognizant Technology Solutions
Bangalore
07.2008 - 04.2020
- Handled a span of 70 members with 3 Leads and 1 operations manager
- Responsible for building credibility, establishing rapport and ensuring communication with stakeholders at multiple levels
- Overseeing and performing the process of Statement of Work and contract creation to secure new & follow-on work
- Implementing and maintaining program management processes and disciplines in the areas of program schedule & quality management, communications management, cost management, procurement management, risk / issue management and change management
- Accountable for the recruitment, management and career development of consulting staff
- Involved in maintaining continuous alignment of program scope with strategic business objectives and making recommendations to modify the program & enhance effectiveness towards the business result or strategic intent
- Directing & guiding the staff in methodology & consulting excellence and encouraging best practices in project management & planning
- Formulating & presenting periodic dashboard reports on the current program, future opportunities and client issues
Team Lead
Teracubed New Media Solutions Pvt. Ltd
Bangalore
12.2005 - 08.2007
Web Developer
Ascendum Systems Pvt. Ltd
Bangalore
03.2004 - 12.2005
Bangalore
10.2003 - 02.2004
Web Designer
Visualtrance Communicating Technologies
Bangalore
03.2002 - 10.2003
Software Consultant
Planetasia.com
Bangalore
06.2000 - 05.2001
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Maharaja Engineering College
Avinashi 03.1996 - 04.1999
Skills
Project Management
Quality Management
Risk Management
Team ManagementStrategic planning
Analytical and Critical Thinking
Content Moderation, Trust and Safety
Digital Marketing
Order management, Expense Admin, Campaign Operations, Data Assurance, Sales Data and Data Quality
Accomplishments
- 1999 BE (ECE) from Engineering College, Coimbatore
- CERTIFICATION
- Certified PMP Professional (January 2012)
Affiliations
Member of Project Management Institute (PMI) since 2012
Timeline
Service Delivery Lead
Wipro Limited
04.2020 - Current
Deputy General Manager
Cognizant Technology Solutions
07.2008 - 04.2020
Team Lead
Teracubed New Media Solutions Pvt. Ltd
12.2005 - 08.2007
Web Developer
Ascendum Systems Pvt. Ltd
03.2004 - 12.2005
10.2003 - 02.2004
Web Designer
Visualtrance Communicating Technologies
03.2002 - 10.2003
Software Consultant
Planetasia.com
06.2000 - 05.2001
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Maharaja Engineering College
03.1996 - 04.1999