Mani N
Manager Service Delivery
Bengaluru
Summary
Accomplished Service Delivery Manager with 17 years of experience in IT service delivery, currently excelling at Flipkart Internet Pvt Ltd. Specializes in operations support and client relationship management. Expert in leading cross-functional teams to exceed project goals, achieving significant improvements in IT service delivery. Renowned for mentoring staff and negotiating beneficial contracts, demonstrating exceptional leadership and solutions development skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Flipkart Internet Pvt Ltd
2018.08 - Current
- Led IT service delivery operations for South region, overseeing all business entities.
- Managing team of 16 full-time employees and oversight of 180+ off-role employees, ensuring efficient operations and adherence to organizational standards.
- Played key role in legal clauses clarification for IT procurement and OpEx contracts with vendors.
- Ensured contractual agreements met legal standards and company requirements, mitigating risks effectively.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Orchestrated vulnerability mitigation plans in collaboration with InfoSec team, ensuring proactive identification and resolution of security risks.
- Led cross-functional teams to achieve project goals on time and within budget.
- Assisted in development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
- Established culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Provided strategic recommendations and technical expertise to support business initiatives and drive continuous improvement.
- Collaborated with stakeholders to identify blockers hindering IT support and service delivery.
Deputy Manager - Operations
Concentrix – Client: Lenovo India Services
2016.11 - 2018.09
- Heading Lenovo consumer Premium care Team for PAN India
- Conducting Contact Center Floor technical Trainings and implementing innovative ways of improving end-user experience with adverse Technical knowledge.
- Managing Team of SME: Driving Technical KPI’s
- Proactive check on open SO for meeting client SLA’s
- Driving SME’s: Reporting, Restoring and follow-up and escalation of Technical issues; assist in scheduling and time management.
- Evaluated employee performance regularly using well-defined criteria, recognizing top performers and addressing underperformance proactively.
- Conducted thorough market research to identify opportunities for expansion or improvement within industry landscape.
Senior Technical Specialist – IT
Manpower Group Services – Client: Lenovo India Pvt
2013.08 - 2016.10
- Strengthened security measures, implementing robust protocols to safeguard sensitive data from potential breaches.
- Mentored junior team members, providing guidance on best practices and industry standards.
- Evaluated emerging technologies, recommending strategic investments to drive company growth and maintain a competitive edge in the market.
- Optimized network performance with the deployment of advanced troubleshooting techniques.
- Coordinating with GNOC team for new requests and existing setup modifications
- Monitoring Avaya Site Administration on VoIP related issues.
Senior Executive – IT Service Delivery
Aegis Limited – Essar Groups
2011.01 - 2013.08
- Provided comprehensive IT support for multiple BPO processes, ensuring uninterrupted operations and service delivery.
- Managed system configuration changes to optimize performance and meet evolving business needs.
- Deployed and maintained AVAYA VoIP infrastructure, ensuring reliable communication channels across organization.
- Offered quality support to enhance service delivery standards and customer satisfaction metrics.
- Monitored and configured call recording servers to ensure compliance with regulatory requirements and operational efficiency.
- Collaborated closely with cross-functional teams to resolve technical issues and implement system enhancements.
- Documented procedures and provided training to streamline operations and empower end-users.
- Implemented proactive monitoring strategies to preemptively identify and address IT infrastructure issues.
System Administrator
Micro India Business Machines
2006.08 - 2010.12
- Managed and supported over 300 systems across multiple manufacturing industries.
- Provided onsite technical support, including hardware maintenance, troubleshooting, and repairs.
- Conducted system installations, configurations, and upgrades to meet client specifications.
- Supported various AMC clients with hardware maintenance, part replacements, and OS installations.
- Conducted diagnostics and troubleshooting to resolve hardware and software issues promptly.
- Managed inventory of spare parts and ensured availability for timely repairs and replacements.
Education
High School Diploma -
Diploma in Electronics & Communication
DDCSM Palacode 2001.04 -
Skills
IT Service Delivery Management
Cross-functional Team Leadership
Staff Mentoring and Development
Service Level Agreement Management
Supply Chain Coordination
Cost Reduction
Awards and Recognitions:
- Flipkart - "Mission Impossible" award for managing printers and reducing running costs for FY 21-22, 2022
- Flipkart - CEO's Award for Customer Excellence for on-time project delivery and Chrome OS implementation, 2021
- Lenovo - Award of Excellence - Leadership Award for Handling the Premium Care Queue - 2018
Certification
ITIL V4
Course Completed
ITIL V3, Citrix XenDesktop, Citrix XenServer, MCSA
Languages
English
Advanced (C1)
Tamil
Advanced (C1)
Telugu
Intermediate (B1)
Kannada
Intermediate (B1)
Hindi
Elementary (A2)
Timeline
Service Delivery Manager
Flipkart Internet Pvt Ltd
2018.08 - Current
Deputy Manager - Operations
Concentrix – Client: Lenovo India Services
2016.11 - 2018.09
Senior Technical Specialist – IT
Manpower Group Services – Client: Lenovo India Pvt
2013.08 - 2016.10
Senior Executive – IT Service Delivery
Aegis Limited – Essar Groups
2011.01 - 2013.08
System Administrator
Micro India Business Machines
2006.08 - 2010.12
High School Diploma -
Diploma in Electronics & Communication
2001.04 -
ITIL V4
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