Manoj Punj
Noida
Summary
Proven leader in IT Service Delivery, adept at driving significant client satisfaction and process improvements. At DXC Technology, led a diverse team of 100+ to a 32% reduction in high severity incidents. Skilled in IT Strategy and People Management, I excel in optimizing operations and fostering strong client relationships, demonstrating exceptional analytical and communication capabilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Delivery Manager – Key UK Account
Coforge
01.2022 - Current
- Overall responsibility of a key account
- Handling end to end IT Service Delivery which includes managing Operations, Projects, Improvements
- Heading an overall Team of 90+ resources spread across different locations providing support to the client for Platform, Security, Service Management, Workplace/EUC Platform, Networks, Project Management & Solutions
- List of Teams/Tracks managed: Platform – Wintel, Active Directory, Cloud (Azure), Database
- Workplace/EUC – Intune, O365, Field Service, Citrix
- Security – Anti-virus, Vulnerability scanning, Email security, Web filtering
- Service Management – Incident Management, Change Management, Problem Management, Service Level Management, Service Request Management
- Networks
- Monitoring – OpsRamp, Nagios
- Project Management & PMO function
- Client Management – Day to day governance, handling escalations & client visits
- Ensuring Client satisfaction – Handling Net Promoter Score and the improvement plan drawn from it
- Ensuring the SLAs are achieved
- Service quality and client expectations are met or exceeded
- Establish periodic governance to review account health
- Upsell standard offerings to generate additional revenue & improve client satisfaction
- Driving IT infrastructure refresh & modernization related activities
- Demonstrate Leadership and take complete solution ownership for RFI & RFP responses
- Procurement and vendor management
- Lead Internal & External Audits
- Upskill & Cross skill the team to mitigate risks & achieve cost efficiency
- Evaluating employee's performance to enhance development and career growth
- Addressing performance issues
- Resource planning & forecasting, attrition management.
Lead Service Delivery Manager – Key Swedish Telecom Client
DXC Technology India Pvt Ltd. (Formerly CSC Technologies India Pvt Ltd.)
11.2016 - 01.2022
- Overall responsibility of a key account
- Handling end to end IT Service Delivery which includes managing Operations, Projects, Improvements, Architecture Roadmap, Budget, Client Management
- Designing and implementing strategies, budgets and IT solutions for meeting organizational requirements and growing business needs
- Implementing need based suitable technologies aligned with business
- Creating a favourable client relationship to ensure high satisfaction and reference ability using Net Promoter Score by instrumentally supporting account management teams
- Heading an overall Team of 100+ resources spread across different locations
- List of Teams/Tracks managed: Platform – Wintel, Active Directory, Unix, Backup, Storage, Database (MS SQL, Oracle, MySQL), Cloud (AWS)
- Workplace/EUC – Application Packaging/Deployment, Patch Management, e-Inventory, SOE Imaging, Field Service, Messaging, Citrix, Account Management
- Security – Anti-virus, Vulnerability scanning
- Service Management – Incident Management, Change Management, Problem Management, Service Level Management, Service Request Management, Capacity Management, Asset Management (Hardware/Software), Major Incident/Workflow Management, License Management
- Monitoring – Application & Server Monitoring (UIM-Nimsoft, SMARTS, LejNSM), Backup Monitoring & reporting, HP SIM, SAN NAV
- Project Management & PMO function
- Solution Architect Team
- Application Development & Application Maintenance
- Client Management – Day to day governance, handling escalations & handling Client visits
- Ensuring Client satisfaction – Handling Net Promoter Score and the improvement plan drawn from it
- Developing Key Performance Indicators, closely monitoring and reviewing the account performance reports
- Ensuring the SLAs are achieved
- Service quality and client expectations are met or exceeded
- Establish periodic governance to review account health
- Responsible to prepare the annual budget considering direct/indirect costs, revenue and forecast
- Participating in periodic executive meetings including executive leadership from Client & DXC
- Upsell standard offerings to generate additional revenue & improve client satisfaction
- Leading and driving overall Technology roadmap in conjunction with Architecture & Engineering
- Driving IT infrastructure refresh & modernization related activities
- Demonstrate Leadership and take complete solution ownership for RFI & RFP responses
- Procurement and vendor management
- Lead Internal & External Audits
- Upskill & Cross skill the team to mitigate risks & achieve cost efficiency
- Evaluating employee's performance to enhance development and career growth
- Addressing performance issues and provide recommendations for improvement
- Resource planning & forecasting, attrition management
- Driving Improvement Initiatives across delivery
- Driving initiative for pro-active incident detection resulting in 25% reduction of high severity incidents and an overall reduction of 32%
- Rigorous tracking of Non-Standard Service Requests hours to minimize billing leakage
- Implemented 4 eye principle, TAB meetings in Change Management area
- Business continuity assessment for business-critical applications and implementation based on client requirements and budget
- Implementation of ADDM tool for auto discovery of assets & integration with CMDB
- Led Cloud assessment - current state assessment to arrive at target cloud recommendation of AWS
- Successfully implemented PoC for PAAS solution
- Ongoing pilot for Test/Dev environment
- Implementation of VSS tool (Security & Vulnerability scanning tool) for 1400+ end points
- Middleware upgrade projects which included ISS, Apache, Tomcat, JBoss & Tibco
- Implementation of various Storage refresh projects on NetApp, Hitachi, Dell/EMC VMAX & Unity
- Migration of Backup infrastructure from NetBackup & Networker to AVAMAR
- Implementation of Backup refresh for Physical/Virtual AVAMAR & Data Domain environment including DPA for backup reporting of 1200+ backup clients to achieve RTO/RPO
- Implementation of Solaris server refresh & consolidation which included SPARC hardware virtualization
- Implemented Ansible which helped in significant reduction of efforts for deployments and patching in the Unix area
- Implementation of end-to-end monitoring solution scaling complete IT environment
- Active Directory upgrade projects across various domains
- Database upgrade projects which included Oracle & MS SQL
- Citrix upgrade projects
- OS & Hardware refresh for 3000 end users
- Roll out of updated SOEs across end user estate
- Onsite Visits - Multiple visits to Denmark, Finland, France, Germany, Norway, Sweden & U.K for different purposes ranging from client meetings, management workshops, offshoring and transition.
Senior System Administrator
IBM Global Technologies Services
Singapore
- Providing L3 support for Wintel to one of the leading Banking clients for IBM Singapore.
Senior Specialist Systems L3 support for Wintel
HCL Comnet Ltd.
- Providing L3 support for Wintel for one of the leading Manufacturing clients in US.
Systems Engineer – Windows System Administrator
Hewlett Packard GlobalSoft Ltd.
- Windows System Administrator for a Singapore based client.
Technical Support Officer
Convergys India Services Pvt Ltd.
- Providing support to Premier & Pro customers for Windows servers.
Technical Support Engineer
vCustomer Services India Pvt Ltd.
- Providing voice-based support to US customers for HP Laptops & Desktops.
Education
Post Graduate Diploma in Information Technology -
Symbiosis Centre for Distance Learning
Masters in Computer Application -
Sikkim Manipal University Distance Education
Bachelors in Computer Application -
GGSIP University
Skills
- Service Delivery
- Client Management
- IT Strategy
- Cost Optimization
- IT Operations
- Datacenter Management
- People Management
- Procurement Management
- Budget Management
- Process & SLA Compliance
- Project Management
- Transition & Transformation
- Performance driven
- ITIL certified
- PMP certified
- Service Delivery Manager
- Leadership roles
- Support across Verticals
- Support across Clients
- Support across Industry sectors
- Support across Geographies
- Analytical skills
- Effective communicator
- Excellent people skills
Certification
- PMP
- ITIL v3
- MCSE
- MCSA
- MCTS
- CCNA
- CCA
- VCP
Accomplishments
- Driving customer satisfaction - Improvement in the Net Promoter Score by 150% leading to contract extension for 3 years
- Leading RFI & RFP discussions internally & with the client for Contract extension & New Business
- Successfully implemented Service Improvement Program resulting in silent operations with zero SLA penalty for 24 consecutive months.
- Driving cost efficiencies by applying the following levers resulting in reduction of Cost Per Person by 28%: Labor Optimization – Pyramid correction & Campus graduate induction, Automation, Instrumental in reviewing various 3rd party vendor contracts resulting in annual saving of $358000
- Led Discovery & Due diligence followed by Transition & Transformation activities to merge client's new business into existing delivery
- Successfully adopted Agile & DevOps way of work and introduced use of JIRA
Maritalstatus
Married
Personal Information
Nationality: Indian
Languages
- English, Fluent
- Hindi, Fluent
- Punjabi, Advanced
References
References available upon request
Hobbies and Interests
Singing & Playing Guitar
Timeline
Delivery Manager – Key UK Account
Coforge
01.2022 - Current
Lead Service Delivery Manager – Key Swedish Telecom Client
DXC Technology India Pvt Ltd. (Formerly CSC Technologies India Pvt Ltd.)
11.2016 - 01.2022
Senior System Administrator
IBM Global Technologies Services
Senior Specialist Systems L3 support for Wintel
HCL Comnet Ltd.
Systems Engineer – Windows System Administrator
Hewlett Packard GlobalSoft Ltd.
Technical Support Officer
Convergys India Services Pvt Ltd.
Technical Support Engineer
vCustomer Services India Pvt Ltd.
Post Graduate Diploma in Information Technology -
Symbiosis Centre for Distance Learning
Masters in Computer Application -
Sikkim Manipal University Distance Education
Bachelors in Computer Application -
GGSIP University