Mahesh Pawar
Service Delivery Manager
Mumbai,MH
Summary
Service Delivery Manager with almost 22 years of experience, recognized for strong management and technical skills. As the primary customer-facing owner, I drive customer success through effective service delivery, collaborating closely with clients to provide essential services and initiate service transformations. ITIL-certified, with a deep understanding of ITIL frameworks and processes. Known for maintaining a positive attitude toward operational challenges and consistently ensuring KPIs and SLAs are met.
Overview
22
22
years of professional experience
4
4
Certifications
Work History
Service Delivery Manager
Samsung India Electronics
2 2016 - Current
- Supervised GSC Spark's network ops teams in NZ and TWS USA: Monitored, troubleshooted, and maintained optimal network performance
- Multi tasked efficiently: Maintained a positive approach to challenges, ensuring KPIs and SLAs were met
- Built review mechanisms: Created effective service delivery processes and provided tools/workflows for compliance
- Handled critical incidents: Coordinated with teams, established stakeholder communication, and supported post-incident RCA
- Collaborated with global stakeholders: Deployed solutions quickly, aligning with business needs
- Ensured customer requirements were met: Coordinated project aspects, provided technical support, and addressed issues promptly
- Enhanced customer engagements: Supported service deliveries and ensured cross-functional collaboration
- Balanced new requirements with improvements: Delivered precise Network Roll out solutions and implemented continuous improvements
- Provided project insights: Delivered timely reporting and communication
- Supported JIO configurations: Executed large change requests and network upgrades
- Conducted software/firmware upgrades: Managed PAN India eNBs and performed regular audits to maintain KPI performance
- Managed inventory: Prepared and shared details with HQ/Project and SCM teams.
NOC - RAN Manager
Nokia Solutions and Networks
02.2010 - 02.2016
- Provide leadership and day-to-day management of 24x7 operations
- Coordination with the Customer (Idea) & NSN management on Emergency & Critical issues
- Supervised and controlled CM/PM activities through proper planning and the development of automated processes through managing time
- Interaction with the circle team for the development & allocation of resources for a monthly projection plan
- Supported Bharti & TTSL Pilot project, created process tools, and provided training.
Deputy Manager (TAC-SME)
Alcatel Lucent Managed Solutions
10.2008 - 02.2010
- Provided technical support for Motorola and Alcatel-Lucent BSS system faults
- Resolved performance issues, maintained KPIs, and collaborated on patches and upgrades.
Sr. CM Engineer
Nokia Siemens and Networks
08.2007 - 10.2008
- The expertise of Nokia CM tools such as CM Editor, CM Provisional, CM Plan Manager, etc
- Execute site reparenting, site/BSC expansion, EDGE deployment, Major Frequency plan implementation in-network, and support for modifying network parameters following the RF planning team's change request.
AM- Network
BPL Mobile Communications
10.2006 - 08.2007
- Planned and executed daily OMC-R activities, supported node fault rectification
- Monitored network performance and ensured maximum uptime.
RAN Engineer
Reliance Communication Ltd
10.2004 - 10.2006
- Managed daily RAN operations, created databases for new cell sites
- Optimized RF parameters using various tools.
Project Engineer (RF & Transmission)
ADA Cellworks
04.2004 - 10.2004
- Provide support for the Nokia system RF survey & the transmission LOS survey
- Worked on path loss tool for path condition analysis.
Project Engineer RAN
Nutek India Pvt. Ltd
08.2002 - 03.2004
- Created and integrated new cell sites, modified existing data, and conducted RF surveys for MOTOROLA as a consultant for the TTML ROM project.
Education
High School Diploma -
S S Jondhale Polytechnic
Maharashtra 04.2001 -
Skills
Teamwork
Customer Service
Time Management
Ability to Work Under Pressure
People Management & Leadership
Incident management
Service Level Management
Resource planning and Problem-solving skills
Service Delivery
Customer-facing skills
Continuous Improvement
Strategic Planning & Execution
ITIL Framework
Client Relationship Management
Performance Improvement
Operations Support
Project Implementation
Resource Management
Awards
- Applaud Operation Excellence Award, Idea MS customer team
- Leading the GNSC CM team and Flawless execution of all Critical Change Request for the Yr.2014, Idea MS customer team.
- Recognize and appreciate for excellent work done on the GSC- NZ Spark project.
Certification
1. ITILV3 Foundation Certificate in IT Service Management
Timeline
NOC - RAN Manager
Nokia Solutions and Networks
02.2010 - 02.2016
Deputy Manager (TAC-SME)
Alcatel Lucent Managed Solutions
10.2008 - 02.2010
Sr. CM Engineer
Nokia Siemens and Networks
08.2007 - 10.2008
AM- Network
BPL Mobile Communications
10.2006 - 08.2007
RAN Engineer
Reliance Communication Ltd
10.2004 - 10.2006
Project Engineer (RF & Transmission)
ADA Cellworks
04.2004 - 10.2004
Project Engineer RAN
Nutek India Pvt. Ltd
08.2002 - 03.2004
High School Diploma -
S S Jondhale Polytechnic
04.2001 -
Service Delivery Manager
Samsung India Electronics
2 2016 - Current