Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Madhanraj Duraiswamy

Madhanraj Duraiswamy

Program Manager - Technical Delivery Leadership
Chennai

Summary

Highly experienced Account and Delivery Manager with over 21 years of international experience in diverse sectors including BFSI, Telecom, Hi-tech, Manufacturing, and Healthcare. Proven success in managing large deals over $100M and driving account strategy and delivery from conception to implementation. Recognized for implementing innovative solutions, enhancing customer satisfaction, and managing comprehensive delivery of applications, cybersecurity, and infrastructure support projects. Excels in roles such as Business Relationship Manager, Technical Account Manager, Program Director, and Transition Program Director, leveraging these skills to further facilitate business success and transformation.

Overview

21
21
years of professional experience
4
4
years of post-secondary education
3
3
Certificates

Work History

Program Manager - Technical Delivery Leadership

Accenture
Chennai
08.2021 - Current
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Interacted with customers and clients to identify business needs and requirements.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Promote cross-team collaboration for technology development, addressing critical business requirements and enhancing account growth.
  • Successfully lead technology implementation, maintenance, and service improvement for five major clients across Europe, the UK, and Ireland, representing a US$ 350M portfolio in Infrastructure Service & Application Management
  • Initiate strategic account planning sessions with Global Account Lead to leverage new technologies, driving account growth and satisfaction.
  • Ensure alignment with business objectives by prioritizing tasks, resolving impediments, and managing cross-impacts, leading to enhanced account satisfaction.
  • Enhance operational efficiency by streamlining work value stream, overcoming delivery obstacles and fostering sustainable execution.
  • Established milestones and objectives based on input from functional areas and stakeholders.
  • Devised creative solutions to critical customer and user needs.
  • Built teams to address project goals and objectives for multiple projects.

Program Director - Service Delivery

Tata Consultancy Services Ltd
Chennai
02.2010 - 03.2020
  • Strong expertise in strategizing and executing large-scale programs with focus on account management and delivery, ensuring successful completion and customer satisfaction.
  • Maintained and updated project related documents.
  • Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Provided ongoing direction and leadership for program operations.
  • Developed program from ground up, laying out framework, and defining roles.
  • Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.
  • Negotiated program contracts and agreements to obtain cost-effective pricing.
  • Implemented best practices to improve productivity and profitability, leading to annual cost saving of $8.9 million.
  • Played key role in securing significant €150M deal, expanding our team with 400+ FTEs across India and Europe.

Service Delivery Manager

IBM India Ltd
Chennai
12.2008 - 10.2009
  • 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.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
  • 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.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Supervised operations of 24-hour Infrastructure Support staffed by 214 team members
  • Implemented and supported Infrastructure Services at client data centers

Operation Manager

Wipro Infotech
Chennai
08.2007 - 12.2008
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Recognized for identifying and fulfilling novel customer requirements, contributing to business enhancement. Successfully increased project revenues from 13.1 Million to 23.4 Million.
  • Elevated project's Customer Satisfaction (CSAT) score from 3.4 to 4.10 (on scale of 5) within span of just 4 months, by pinpointing and addressing challenges faced by my team members.

Education

Bachelor of Engineering - Electronics And Communication Engineering

Dr. M.G.R Engineering College
Chennai, India
08.1996 - 06.2000

Skills

Program leadership

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Accomplishments

• Successfully managed large deals exceeding $100 Million, from RFP to closure, demonstrating excellent account management skills.
• Enhanced customer satisfaction across diverse sectors by delivering comprehensive services including application, cybersecurity, and infrastructure support.
• Solid track record of success in account management roles, leading transformative operations, managing global accounts, and boosting revenue.
• Consistently met set targets and ensured successful delivery across multiple large/medium scale projects.
• Commended for managing end-to-end Transition & Delivery of a portfolio of Application Management, Cybersecurity, & Infrastructure Support Projects, handling governance, resource management, operations management, P&L, pre-sales contracts, business transformation, and change management.

Certification

ITIL Foundation Certification

Timeline

AWS Cloud Practitioner Certification

05-2022

Program Manager - Technical Delivery Leadership

Accenture
08.2021 - Current

PMI - Project Management Professional

07-2021

Program Director - Service Delivery

Tata Consultancy Services Ltd
02.2010 - 03.2020

Service Delivery Manager

IBM India Ltd
12.2008 - 10.2009

ITIL Foundation Certification

09-2008

Operation Manager

Wipro Infotech
08.2007 - 12.2008

Bachelor of Engineering - Electronics And Communication Engineering

Dr. M.G.R Engineering College
08.1996 - 06.2000

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Madhanraj DuraiswamyProgram Manager - Technical Delivery Leadership