Kuruvilla Mathew
Pune
Summary
Results-driven IT professional with 19 years of experience in IT Service Delivery and Software Support. Demonstrated excellence in leading high-performing teams, optimizing operational processes, and driving strategic initiatives. Proven ability to deliver exceptional support solutions, improve customer satisfaction, and ensure successful project implementation. Experienced in ITIL framework, project management, and technical support. Seeking a leadership role to leverage my extensive experience and drive innovation in the IT service industry. Highly organized and self-motivated, skilled in developing strategies to increase efficiency and performance. Passionate about driving business growth and creating a positive work environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
ASSOCIATE DIRECTOR, SOFTWARE SUPPORT
ConnectWise LLP
07.2023 - Current
- Set goals and objectives for team members to achieve operational results.
- Managed a department with multiple teams.
- Influenced others to adopt best practices and approaches.
- Communicated and collaborated with executive leadership.
- Directed short to mid-term execution of the Software Support team's functional strategy and operational direction.
- Prioritized daily team activities.
- Managed, mentored, and coached team members to foster collaboration and dynamic teamwork.
- Coordinated cross-functional communication to align on initiatives and strategies for improved efficiency.
- Reviewed and enhanced current processes as needed.
- Analyzed and reported on Key Performance Indicators (KPIs) to organizational leaders
SR. SERVICE DELIVERY MANAGER
ConnectWise LLP
08.2021 - 07.2023
- versaw service delivery, ensuring it met or exceeded client expectations and contractual agreements.
- Maintained strong client relationships through effective communication and proactive problem-solving.
- Led and mentored service delivery teams, setting goals and conducting performance evaluations.
- Developed and implemented strategic service delivery plans in alignment with company objectives.
- Continuously improved service delivery processes, implemented best practices, and enhanced operational efficiency.
- Identified and mitigated potential risks in service delivery while ensuring compliance with industry standards.
- Monitored service quality, controlled costs, and managed the service delivery budget.
- Collaborated with vendors and partners to optimize service delivery and evaluate vendor performance.
- Analyzed performance data, prepared reports, and implemented quality control measures.
- Drove change management initiatives, prioritized client feedback, and maintained adherence to compliance and security standards.
SERVICE DELIVERY MANAGER
Continuum Managed Solutions Pvt Ltd
04.2016 - 08.2021
- Headed the Product support team with a team size of 60.
- Provided support for in-house remote monitoring software and third-party software for clients based in the US/UK/Australia.
- Liaised with third-party vendors for product issues.
- Built effective collaboration and provided areas of improvement for the product with the in-house engineering team.
- Provided bug fixes, improvements, and feature requests based on customer feedback.
- Optimized resources and cost based on productivity.
- Conducted reviews with stakeholders on performance and SLAs.
- Guided team for incident reduction using proactive checks.
- Managed major incidents and problem management for incident reduction.
- Actively involved in hiring, training, to reduce attrition and increase productivity.
- Suggested and implemented process improvements for better customer satisfaction.
SERVICE DELIVERY MANAGER
Tata Consultancy Services
11.2015 - 04.2016
- Managed a team of 130 members, supporting Retail IT services for 3700+ stores across India.
- Optimized resources and cost based on productivity.
- Ensured new store rollout was carried out successfully without any impact on business.
- Spearheaded team in conducting physical asset verification in a short timeline.
- Conducted reviews with stakeholders on performance and SLAs.
- Guided team for incident reduction using proactive checks.
- Managed major incidents and problem management for incident reduction.
- Actively involved in hiring, training, to reduce attrition and increase productivity.
- Suggested and implemented process improvements for better customer satisfaction.
- Oversaw and optimized supply chain processes to ensure efficient and timely delivery of products to customers.
OPERATIONS MANAGER
Wipro InfoTech
06.2012 - 12.2015
- Client: Idea Cellular India Pvt Ltd
- Led Blackberry technical operations for voice, email, and field service at Idea.
- Successfully achieved and maintained all SLA metrics as per the contract consistently.
PROGRAM LEAD (END USER SERVICES)
Wipro InfoTech
02.2015 - 11.2015
- Client: Royal Bank of Scotland
- Supervised incident resolution with a team of 30-35 members.
- Prioritized tasks to meet business needs efficiently.
- Audited and monitored incident management, updating stakeholders on progress.
- Proficient in utilizing SAP software and applications for efficient business operations.
- Managed audits, ensuring compliance with standards.
- Implemented service improvement initiatives and refined IT processes for operational efficiency
OPERATIONS MANAGER-SERVICE DESK/INCIDENT MANAGEMENT
Wipro InfoTech
01.2013 - 01.2015
- Client: Royal Bank of Scotland
- Led a 30-35-member team, ensuring efficient incident resolution from start to finish
- Prioritized tasks, meeting deadlines based on business needs
- Monitored and audited incident management, providing progress updates
- Managed internal and external audits, ensuring compliance with standards
- Implemented service improvement initiatives and continuously refined IT processes for smoother operations.
SITE IN-CHARGE
Wipro InfoTech
04.2010 - 05.2012
- Client: Vodafone Essar India Pvt Ltd
- Supervised the L2 team for Blackberry Technical Process at Vodafone, managing voice and email support
- Maintained zero errors in official email communications with end users
- Predicted monthly resource requirements to consistently achieve 90% service levels
- Spearheaded Quality Team initiatives in collaboration with the Operations team.
TEAM SUPPORT EXECUTIVE - OPERATIONS
Wipro BPO
02.2009 - 03.2010
- Received a Certificate of Excellence by the General Manager - Operations for consistent performance and overall contribution to the process
- Recognized and rewarded as a Best TSE for ranking number 1 twice in 2007 & 2008.
CUSTOMER SUPPORT EXECUTIVE
Wipro BPO
02.2008 - 01.2009
- Deftly maintained outstanding record in terms of quality scores and customer satisfaction scores above 85%
- Got a Certificate of Excellence by the client for consistent customer satisfaction scores & zero% fatal errors
- Holds the distinction of achieving top agent stack rank twice and recognized as among top performers for 8 months.
Education
Bachelor of Computer Application -
Bharathiar University
03.2002
Postgraduate Diploma in Management - Computer/Information Technology Administration and Management
Welingkar Institute of Management
03.2023
Postgraduate Diploma in Management - Computer/Information Technology Administration and Management
Welingkar Institute of Management
12.2007
Skills
- Project Management
- ITIL Framework Knowledge
- Change Management
- Service Level Agreement Management
- IT Governance
- Regulatory Compliance
- Service Desk Management
- Strategic Leadership
- Analytical Thinking
- Coaching and Mentoring
- Process Improvement
- Operations Management
- Critical Thinking
- Customer Engagement
- Cross-Functional Collaboration
- Data-Driven Decision Making
- API Integrations
- Automation
Certification
- Postgraduate Diploma in Management, Welingkar Institute of Management, 03/01/23
- Bachelor of Computer Application, Bharathiar University, 03/01/02
- Project Management Professional (PMP), 11/25/24
- Strategic Management, Indian Institute of Management, Bangalore, 06/01/24
- Advance Corporate Strategy, Indian Institute of Management, Bangalore, 06/01/24
- Certified ScrumMaster (CSM), 01/01/24
- Certified Ethical Hacker (CEH), EC-Council, 08/01/22
- Official (ISC)2 Certified in Cybersecurity, ISC2
- Certificate Course on Intellectual Property Rights, SNBP Law College
- ITIL Foundation Certification, 2014
- 7 Habits of Highly Effective people by Steven Covey, Franklin Covey Institute, 2018
Languages
Hindi
Malayalam
Tamil
Marathi
Timeline
ASSOCIATE DIRECTOR, SOFTWARE SUPPORT
ConnectWise LLP
07.2023 - Current
SR. SERVICE DELIVERY MANAGER
ConnectWise LLP
08.2021 - 07.2023
SERVICE DELIVERY MANAGER
Continuum Managed Solutions Pvt Ltd
04.2016 - 08.2021
SERVICE DELIVERY MANAGER
Tata Consultancy Services
11.2015 - 04.2016
PROGRAM LEAD (END USER SERVICES)
Wipro InfoTech
02.2015 - 11.2015
OPERATIONS MANAGER-SERVICE DESK/INCIDENT MANAGEMENT
Wipro InfoTech
01.2013 - 01.2015
OPERATIONS MANAGER
Wipro InfoTech
06.2012 - 12.2015
SITE IN-CHARGE
Wipro InfoTech
04.2010 - 05.2012
TEAM SUPPORT EXECUTIVE - OPERATIONS
Wipro BPO
02.2009 - 03.2010
CUSTOMER SUPPORT EXECUTIVE
Wipro BPO
02.2008 - 01.2009
Postgraduate Diploma in Management - Computer/Information Technology Administration and Management
Welingkar Institute of Management
Postgraduate Diploma in Management - Computer/Information Technology Administration and Management
Welingkar Institute of Management
Bachelor of Computer Application -
Bharathiar University
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