Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

Mahesh M

Bangalore

Summary

Delivery Manager and Project Manager with expertise in client relationship management and service delivery. Proven track record in optimizing P&L and driving continuous improvements in IAM operations. Skilled in Agile methodologies, adept at resolving escalations, ensuring compliance, and boosting client satisfaction. Recognized for high productivity, effective communication, and strong problem-solving abilities, ready to enhance operational efficiency and customer satisfaction.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Delivery Manager / Client Service & Project Manager

UST Global Ltd.
Bangalore
04.2022 - Current
  • Lead client service delivery and project management for Cloud operation, IAM and workforce solutions.
  • Own P&L and EBITA for assigned client accounts, optimizing profitability and cost efficiency.
  • Spearhead Transition & Transformation (T&T) initiatives, including client onboarding, service migration, and process stabilization.
  • Plan, execute, and govern projects using Agile & Waterfall methodologies, ensuring on-time delivery and SLA adherence.
  • Conduct governance reviews, client meetings, and performance reporting, improving client satisfaction.
  • Oversee resource allocation, multi-account workforce management, and capacity planning for delivery efficiency.
  • Drive continuous service improvements and operational automation to enhance productivity and reduce delivery risks.

Security Senior Manager – IAM & Client Services

NTT Data Pvt. Ltd.
Bangalore
11.2021 - 04.2022
  • Managed service delivery and client governance for IAM operations across enterprise accounts.
  • Oversaw incident, problem, and change management, ensuring SLA compliance.
  • Improved client satisfaction through proactive communication and service quality management.

Functional Operations Manager – Security & Risk Management (IAM)

Kyndryl Inc. (formerly IBM India)
Bangalore
02.2010 - 11.2021
  • Led global IAM operations with a 65-member delivery team for clients across North America & APAC.
  • Managed client relationships, service governance, and audits (SOX, SSAE16, KCO) to ensure compliance.
  • Oversaw workforce management, resource allocation, and SLA adherence across multiple client accounts.
  • Recognized as Outstanding Functional Manager (2019–2021) for service excellence and client engagement.

Senior Technical Support Executive

Tesco HSC Pvt. Ltd.
Bangalore
06.2008 - 11.2009
  • Maintained audit trail and statistical records of client-reported issues and conditions.
  • Provided technical support to customers via phone and email, resolving complex issues efficiently.
  • Collaborated with cross-functional teams to enhance service delivery processes.
  • Documented solutions in knowledge base to improve efficiency and future reference.
  • Analyzed customer feedback to identify trends and enhance support services.
  • Managed escalated cases, ensuring timely resolutions for critical issues.
  • Coordinated with product teams for updates on system changes and enhancements.
  • Executed multiple projects simultaneously while meeting tight deadlines without compromising quality.

Senior Technical Support Executive

Dell International Services Pvt. Ltd.
Bangalore
06.2004 - 05.2006
  • Maintained audit trail and statistical records for client-reported issues and conditions.
  • Provided technical support via phone and email, resolving complex issues efficiently.
  • Analyzed customer feedback to identify trends and improve support services.
  • Collaborated with cross-functional teams to enhance service delivery processes.
  • Documented solutions in knowledge base to streamline future reference.
  • Managed escalated cases, ensuring timely resolutions for critical issues.
  • Coordinated with product teams on updates regarding system changes and enhancements.
  • Executed multiple projects simultaneously, meeting tight deadlines without compromising quality.

Customer Service Support Executive

Airtel
Bangalore
11.2002 - 11.2004
  • Resolved customer inquiries through multiple communication channels, ensuring efficient support delivery.
  • Assisted team members in managing daily operations and optimizing workflows.
  • Trained new employees on support protocols and established customer service standards.
  • Documented customer interactions accurately within support management systems.
  • Addressed escalated customer issues, achieving timely resolutions and enhancing satisfaction.
  • Participated in team meetings to discuss challenges and share service improvement strategies.
  • Provided technical support via phone, email, and remote access tools.
  • Coordinated with departments to ensure prompt resolution of customer complaints.

Education

B.Sc. - Computer Science

Bangalore University
Bangalore
01.2002

Skills

  • Client relationship management
  • Service delivery oversight
  • SLA management
  • Escalation resolution
  • Workforce solutions
  • Domestic staffing expertise
  • Transition leadership
  • Project management
  • Agile and waterfall methodologies
  • P&L and EBITDA management
  • Cost optimization strategies
  • Resource planning and allocation
  • Identity and access governance
  • Security compliance oversight
  • Regulatory compliance including GDPR and HIPAA
  • Incident response management
  • Problem resolution strategies
  • Change management

Websites

Accomplishments

  • Successfully led multiple Transition & Transformation (T&T) projects with zero SLA breaches.
  • Managed P&L and EBITA improvement initiatives, optimizing costs and enhancing account profitability.
  • Delivered end-to-end project management for IAM operations and workforce solutions.
  • Improved client satisfaction scores through proactive service governance and process optimization.
  • Recognized for service delivery excellence and client engagement with multiple client awards.

Certification

  • AWS ,Devops and Azure Inprg

Timeline

Delivery Manager / Client Service & Project Manager

UST Global Ltd.
04.2022 - Current

Security Senior Manager – IAM & Client Services

NTT Data Pvt. Ltd.
11.2021 - 04.2022

Functional Operations Manager – Security & Risk Management (IAM)

Kyndryl Inc. (formerly IBM India)
02.2010 - 11.2021

Senior Technical Support Executive

Tesco HSC Pvt. Ltd.
06.2008 - 11.2009

Senior Technical Support Executive

Dell International Services Pvt. Ltd.
06.2004 - 05.2006

Customer Service Support Executive

Airtel
11.2002 - 11.2004

B.Sc. - Computer Science

Bangalore University

Similar Profiles

CREATE PROFILE
Mahesh M