Mathew Varghese
Bangalore
Summary
Experienced Technology Service Professional with 15+ years in Operations Management, Service Delivery, Supplier Management and IT. Skilled in Transition, People, Project, Performance, and Client & Vendor Management across Manufacturing, Engineering, FMCG, Travel, and Energy sectors. Currently an Manager Operations (Landscape ) at Shell India Markets Pvt Ltd (payroll: Randstad India). Proven track record in developing new service offerings and enhancing client and vendor relationships. Currently driving operational excellence and innovation in a dynamic IT environment, ensuring optimal performance and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Operations Manager (Landscape)
Shell India Markets Pvt. Ltd.
Bangalore
11.2021 - Current
- Led end-to-end service delivery operations for end-user services, ensuring smooth and efficient service execution, resulting in a 15% improvement in service uptime.
- Managed $7 million in annual costs for Run & Maintain services and SaaS platforms (Microsoft, Zoom), optimizing vendor contracts to reduce expenses by 10%.
- Expanded and scaled the team of consultants, improving team capacity and operational efficiency, contributing to the successful onboarding of 5+ new services.
- Designed and executed a Professional Services Organization (PSO) strategy, aligned with customer needs, to enhance service delivery and generate a 20% increase in client satisfaction.
- Collaborated with technical leads and partners, delivering successful migrations and scalable solutions, reducing project timelines by 15% through proactive risk management.
- Mentored and guided team members, fostering career development and growth, resulting in a 20% improvement in team performance metrics.
- Resolved complex engineering challenges, collaborating across teams to drive solutions, reducing project bottlenecks by 25%.
Client Delivery Executive
Dell Inc.
Bangalore
01.2020 - 11.2021
- Managed a team of 50+ IT professionals supporting 7,000 manufacturing and engineering users, both onsite and remotely, across India to ensure uninterrupted operations and high-quality service, resulting in a 20% improvement in user satisfaction.
- Transformed service delivery processes by implementing support-level tiers and location-based staffing, enhancing response times and issue resolution, leading to a 30% reduction in ticket resolution time.
- Spearheaded contract management efforts, overseeing acquisition, servicing, and vendor relationships, which optimized contract performance and resulted in a 15% cost reduction through effective quarterly business reviews.
- Developed and executed process improvements that streamlined workflows and increased operational efficiency by 25%, enhancing overall customer service delivery.
- Led cross-functional projects to coordinate internal teams and third-party vendors, ensuring on-time and within-budget project delivery that improved team productivity by 20%.
- Defined project scopes, goals, and deliverables in collaboration with senior management, aligning projects with business needs and ensuring 10% faster time-to-market for new initiatives.
- Managed project risks, costs, and scope changes using strategic project management techniques, reducing project delays by 15% while staying within budget.
- Created and maintained comprehensive project documentation, ensuring transparency, performance tracking, and accurate reporting, which improved reporting efficiency by 25%.
Service Delivery Lead
DXC Technology
Bangalore
04.2017 - 12.2019
Team Lead & Subject Matter Expert
Hewlett Packard Enterprise
01.2011 - 03.2017
Technical Support Engineer
SITEL Pvt Ltd.
07.2009 - 12.2010
Education
Bachelor of Commerce -
Pondicherry University
03.2009
Skills
- Service Delivery
- Customer Support
- Project Management
- Mentoring and Team Management
- Technical Consulting
- Process Improvement
- Diverse Experience
- Leadership
- Strategic Planning
- Crisis Management
- High Performance
- Problem Solving
- Relationship Management
Professional Highlights
- Effectively managed Site operations during the pandemic time with minimal impact to operations.
- Created & led high-performing teams across multi-cultural & multi regions and delivered on aggressive goals related to Productivity, Efficiency and CSAT.
- Outperformed on Efficiency & Productivity targets.
- Centralized Services from 4 customer location to a single HP location.
Timeline
Operations Manager (Landscape)
Shell India Markets Pvt. Ltd.
11.2021 - Current
Client Delivery Executive
Dell Inc.
01.2020 - 11.2021
Service Delivery Lead
DXC Technology
04.2017 - 12.2019
Team Lead & Subject Matter Expert
Hewlett Packard Enterprise
01.2011 - 03.2017
Technical Support Engineer
SITEL Pvt Ltd.
07.2009 - 12.2010
Bachelor of Commerce -
Pondicherry University
Similar Profiles
Anshul KislayAnshul Kislay
Business Analyst at Shell India Markets Pvt Ltd (SHELL)Business Analyst at Shell India Markets Pvt Ltd (SHELL)
Ayushi SharmaAyushi Sharma
Emerging Architect at Shell India Markets Pvt LtdEmerging Architect at Shell India Markets Pvt Ltd
Varun MehtaVarun Mehta
Delivery Manager - Global Functions at SHELL India Markets Pvt. Ltd.Delivery Manager - Global Functions at SHELL India Markets Pvt. Ltd.
Dhwani KapoorDhwani Kapoor
Senior Project Manager at Employer: Ascendion / Client: Shell India Markets Pvt LtdSenior Project Manager at Employer: Ascendion / Client: Shell India Markets Pvt Ltd
Muskan JainMuskan Jain
Associate – Bid Management at Subex Ltd.Associate – Bid Management at Subex Ltd.