Experienced Service Delivery Manager with a proven track record of driving operational excellence, client satisfaction, and process improvements. Seeking a challenging position to leverage leadership skills and strategic thinking in delivering high-quality services to clients. Results-driven professional with over 15 years of experience in service delivery management, adept at leading cross-functional teams, implementing best practices, and exceeding client expectations. Skilled in fostering strong client relationships, ensuring service continuity, and achieving organizational objectives.
Hi, I’m
Kuunika Bharadwaj
Technical Project Manager
Bangalore,KA
Summary
Overview
15
years of professional experience
4
Certifications
Work History
Kyndryl India
Technical Project Manager
05.2022 - Current
Job overview
- Led a team of 30 professionals in delivering high-quality services to clients.
- Developed and maintained strong client relationships, ensuring client satisfaction and retention.
- Responsible for Compliance & Quality at the competency level (Process/procedure documentation, Work instructions, Incoming ticket reduction, Transaction Quality Improvement).
- Managed key accounts, ensuring adherence to SLAs and achieving service excellence.
- Collaborated with cross-functional teams to identify and implement process improvements.
- Conducted regular performance reviews and provided mentoring to team members.
- Established and monitored KPIs to measure service performance and quality.
- Effectively managed escalations and ensured timely issue resolution.
- Collaborated with sales teams to identify upselling and cross-selling opportunities.
- Overall responsibility for ensuring Compliance and control posture in GREEN status.
- Drove a high level of client centricity & collaborated with integrated delivery teams across the globe to support the client.
- Prepared and shared MIS reports for management discussions.
Kyndryl India
System Management Specialist
06.2018 - 05.2022
Job overview
- Coordinated service delivery activities, ensuring alignment with client expectations.
- Developed and maintained comprehensive service documentation and reports.
- Collaborated with technical teams to ensure timely delivery of solutions.
- Conducted regular service reviews with clients to gather feedback and identify improvement areas.
- Implemented and monitored ITIL best practices for service delivery.
Kyndryl India
Quality Lead
01.2014 - 05.2018
Job overview
- Auditing and managing incidents/problems/change and providing feedback to the agents on weekly basis for continuous improvement.
- Taken Brainstorming sessions with the team on discussion for quality errors and to reduce high queue count.
- DPP sessions were conducted with the team to reduce the number of defects.
- Process training conducted for Bottom quartiles.
- One to one coaching and feedback with agents.
- Issuing root cause analysis and report anomalies to management Ensuring issues are managed within agreed SLA/SLO High Level Knowledge on information Security tools and well versed with Risk Management.
- Maintaining Quality Management System handbook for the Quality Org.
- Daily work allocation and ensuring service level adherence.
Education
LIMATFaridabad
B.E from IT
University Overview
GPA: 69
Apeejay SchoolFaridabad
12 th
University Overview
GPA: 70
Apeejay SchoolFaridabad
10th
University Overview
GPA: 82
Skills
Service Delivery Management
Client Relationship Management
Team Leadership and Motivation
Strategic Planning and Execution
SLA Management
Process Improvement
Conflict Resolution
Vendor Management
Project Management
Quality Assurance
Continuous Improvement
StakeHolder Communication
Certification
ITIL V3
Accomplishments
Accomplishments
- Best Quality Analyst Award - Received Best Quality Analyst Award for the year 2014-2015, for managing the team quality helping in maintaining SLA/SLO.
- Best Workload Manager Award
- Initiated Retrospective and future iterations named it under program Imperatives for the account benefit and growth which resulted in personal growth of an individual as well.
- Initiative with the name Gen-X played a major in the career growth of an individual and the account.
- Worked on Agile principles and reduced Nonvalue add work in the team as well globally in the account.
Notable Initiatives
Notable Initiatives
- Attend industry conferences, webinars, and workshops to stay abreast of industry trends.
- Participate in leadership training programs to enhance management and communication skills.
- Successfully resolved risks associated with women employees through collaboration with HR, Security, and Transport teams in Bangalore.
- Conducted analysis for the entire service line, multiple technologies (400 + FTE) and successfully reduced severity 1 incident count by 23%.
- Proposed a Functional Enhancement in the Tools being used within.
Timeline
Technical Project Manager
Kyndryl India
05.2022 - Current
System Management Specialist
Kyndryl India
06.2018 - 05.2022
Quality Lead
Kyndryl India
01.2014 - 05.2018
LIMAT
B.E from IT
1 2008
Apeejay School
12 th
1 2004
Apeejay School
10th
1 2002