Madhusudhanan Narasimhan
Director - Service Delivery
TN
Summary
Accomplished business and technology leader with 22+ years of experience in diverse industries such as hospitality, retail banking, oil and gas downstream, energy, and utilities. Strong focus on service delivery and program management as a servant leader. Expertise in project management, utilizing Agile and Hybrid models for efficient execution. Deep understanding of data engineering, data science, and the ML landscape to assist customers in making data-driven decisions through strategic insights and effective execution.
Overview
22
22
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
Service Delivery Director
Neoware Technology Solutions
02.2024 - Current
- Program management for IMG by handling delivery in Data Engineering, Data science, Data Analysis and ML areas using Python & AWS in cloud native environments to enable business growth by helping top management make data driven decisions.
- Deliver Analytical Models – Designing models to assess lead conversion scenarios and identifying key business drivers for strategic focus
- Pricing Optimization – Utilizing price elasticity models to analyze pricing impact on conversions and recommending optimal pricing strategies for maximum revenue generation
- Executive Reporting – Creating in-depth, high-impact reports tailored for top management decision-making
- Data Modernization – Transforming legacy reports in Excel with advanced data visualization tools like Tableau and PowerBI to enable real-time management information systems (MIS)
Shell Downstream
06.2017 - 02.2024
- Played key roles in consultancy and application development management, driving strategic initiatives and high-impact solutions
- Revenue ranged from CAD 900K to 3.6M/Year
- Program Management – Led projects under downstream business portfolios, specializing in Fleet Cards for BI and anti-money laundering solutions
- High-Value Program Delivery – Managed and delivered programs worth $4M+ annually across various downstream business areas
- SQL Server Upgrades – Spearheaded complex SQL Server upgrades with minimal business disruption across the downstream ecosystem
- Agile Project Execution – Successfully implemented multiple downstream reporting and analytics projects using Agile methodologies
- Strategic Consulting – Led strategic project definition, roadmap planning, and core database transformation initiatives
- Team Leadership – Managed and mentored 25+ member teams across multiple portfolios and programs
CGI
01.2005 - 01.2024
- Started as a developer and grew to lead projects/programs covering all facets of Project Management in insurance, Utilities and Oil and Gas Downstream domains and worked on bids with opportunity leaders for new opportunities and expanding existing footprints
Northern Powergrid, UK
01.2009 - 06.2017
- Started as a Developer in Manchester, UK, engaging with clients for requirement gathering and application transitions
- Transitioned to an Offshore Delivery Lead role in 2010, driving efficiency and innovation
- Revenue CAD 3.2M/Year
- Client Engagement & Requirement Gathering – Travelled to client locations to facilitate discussions and ensure seamless application takeovers
- Nearshore & Offshore Collaboration – Worked closely with architects and stakeholders before assuming offshore leadership responsibilities
- Strategic Consulting – Led core database transformation initiatives, including project definition, roadmap planning, and architectural design
- Establishing Best Practices – Developed team-wide best practices, later scaled to a portfolio-wide standard, resulting in improved employee satisfaction, retention, and capability building
- Innovation in Knowledge Management – Introduced knowledge retention strategies and fast-tracked turnaround processes, enhancing customer satisfaction and enabling efficient team rotation for continued growth opportunities
AON, UK
12.2005 - 01.2009
- Company Overview: Insurance
- Application Management & Team Leadership – Insurance Domain
- Joined as a team member managing claim settlement applications for an insurance client, progressively taking on leadership responsibilities
- Application Management – Oversaw the maintenance of critical claim settlement applications
- Team Leadership – Scaled responsibilities to lead a team of three, driving efficient application management and enhancement
- Insurance
Officer, IT
Punjab National Bank
12.2002 - 12.2005
- Digital Initiatives & Core Banking Implementation – PNB
- Led the delivery of digital transformation initiatives in Gujarat Zone for India’s largest nationalized bank
- Key responsibility: Smooth rollout of Finacle (Core Banking Solution) across all branches
- Led end-to-end implementation, addressing gaps with validation processes
- Developed automation tools, earning IT Head recognition
- Delivered solutions for data validation, ATM scrolls, credit data cleansing, and TCP/IP communication
Education
Master of Computer Application -
01.1998 - 01.2001
Master of Business Administration - undefined
01.2010 - 01.2013
Diploma - Data Science
IIT Madras
Skills
Engagement Delivery & Consulting
Certification
PMP
Awards
- Received award for 'Excellent Service Delivery' by AON
- Received award for 'Excellent Client Delivery' by Northern Powergrid
- Received award for 'Best project' by G.M I.T in Punjab National Bank for CBS Menusearch program.
Timeline
Service Delivery Director
Neoware Technology Solutions
02.2024 - Current
Shell Downstream
06.2017 - 02.2024
Master of Business Administration - undefined
01.2010 - 01.2013
Northern Powergrid, UK
01.2009 - 06.2017
AON, UK
12.2005 - 01.2009
CGI
01.2005 - 01.2024
Officer, IT
Punjab National Bank
12.2002 - 12.2005
Master of Computer Application -
01.1998 - 01.2001
Diploma - Data Science
IIT Madras
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