Mohammad Anas Siddiqui
Noida
Summary
With an extensive 17-year background in Consulting, Service Delivery Management, Process Management, Client Relationship Management, Escalations Management, Operations Management, and Team Management, a demonstrated proficiency exists in swiftly comprehending and adapting to organizational processes, workflows, policies, and procedures. Overseeing the comprehensive functionality of processes and aligning them with predefined guidelines occurs naturally. Throughout the career span, a proven track record is evident in effectively managing processes and optimizing workflows to cultivate a collaborative team environment, thereby enhancing productivity. The focus consistently revolves around surpassing delivery and service quality norms for all valued clients. A meticulous planning and implementation approach is maintained, strictly adhering to operational policies, norms, systems, and customer service standards.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SERVICE DELIVERY MANAGER
HCL Technologies
03.2023
- Overseeing all aspects of ITIL processes and process improvements, collaborating closely with Delivery Executives and tower leads
- Established effective processes to proactively eliminate obstacles and ensure successful Service Delivery
- Responsible for managing end-to-end Change initiatives, Major Incident Management & Problem Management
- Supervised delivery of services across customers, ensuring overall customer satisfaction and timely resolution of issues
- Oversaw development of service delivery processes and procedures, along with applicable best practices and continuous improvement programs
- These initiatives were aimed at enhancing efficiencies and effectiveness of service delivery
- Managed interface with broader internal delivery organization to leverage available resources and skills
- Provided support to delivery executives in their various responsibilities.
TECHNICAL SOLUTIONS ARCHITECT
NTTDATA Services
08.2022 - 03.2023
- Served as the Technical Solution Architect of ITSM Solutions & Enterprise Process Owner
- Accountability extended to ensuring usability, acceptance, cost-effectiveness, and perception of Event, Problem, Change, and Incident Management solutions
- I was responsible for defining standard processes and KPIs
- Audited these processes and made adjustments as needed
- Additionally, conducted governance meetings to review changes to ITSM tool or process
- Took charge of managing and prioritizing feature enhancements and suggestions
- Leading deployment activities and setting solution design direction were also part of my responsibilities
- I provided ongoing solution usage support to pre-sales, transition, and process owners of outsourcing accounts
- Another aspect of my role was documenting all process changes and creating or updating training material as required
- I also performed account assessments when necessary
- With experience in creating and reviewing contractual documents like Statement of Work, MSA (Master Service Agreement), and Third-party/Vendor contracts and ensured compliance and clarity
- Having good understanding of infrastructure industry standard KPIs and SLAs, and implemented action plans when metrics fell below agreed levels
- Furthermore, I acted as a 'People Developer' or 'mentor' to internal colleagues, assisting in their continued development in best practices and overall growth.
SERVICE DELIVERY MANAGER
Capgemini
08.2021 - 08.2022
- Lead an international team of Service Managers dedicated to a Healthcare account
- Ensure ITIL best practices are applied in service delivery efforts across the account
- Maintain SLA reporting and accountability for penalties paid for misses
- Provide leadership for HRO-based decisions on Incident Management, Request Management, Change Management, Configuration Management, Problem Management, and Knowledge Management.
ACCOUNT SERVICE MANAGER
NTTDATA Services
11.2007 - 08.2021
- Account Service Manager - Healthcare (Hospitals and Ambulatory Locations) Proven track record of building relationships with senior executive leadership team in a highly strategic account
- Experience in managing various stakeholder relationships to get consensus on solutions/engagements required
- Manage and facilitate Major / Critical incidents which have significant business and revenue impact and primarily involving large-scale infrastructure issues or high-risk data or application issues
- Facilitate weekly global Change Advisory Board (CAB) meetings to ensure proper representation and communication for all changes being introduced into the environment
- Facilitate weekly Problem Management Review Board (PMRB) meetings, aimed at resolving the root causes of incidents and minimizing adverse impact on the environment
- Participation in the team's weekly on-call rotation and administer conference bridge calls for Major / Critical severity incidents
- Administer conference bridge calls for Major / Critical incidents / Customer Bridges
- Communicate Major / Critical incidents to internal resources and client stakeholders to ensure they are kept apprised of status
- Facilitate Daily Operations calls for the account, in which all high severity incidents over the last 24 hours are reviewed, as well as critical upcoming changes in the environment
- Fulfil Request Management records submitted by internal resources and client stakeholders
- Responsible for Configuration Management to ensure that all Configured Items were tracked and updated for individual Configuration Items (CI) in an IT system or as complex for an entire customer's environment
- Responsible for Asset Management to ensure all inventory pertaining to hardware and software were being utilized effectively
- Maintained records and databases containing information regarding licenses, warranties, and service level agreements (SLA) for the organization's/customer environments hardware and software
- Mentoring and training new individuals to bring them up the learning curve & thereby using this knowledge to improve the customer experience while keeping the business goals in focus
- Conducting periodic Compliance audits/assessments against defined process.
Education
MBA - Information Technology
Amity University
Noida, UPBachelor of Arts - English Literature
Amity University
Noida, UPHigh School Diploma -
Career Convent
Lucknow, UPSECONDARY (10) -
Saint Francis College
Lucknow, UPSkills
- Service Management Lifecycle
- Stakeholder Management
- Escalation Management
- Service Delivery Management
- Project Management
Certification
- ITIL4 Managing Professional
- ITIL V4 Foundation
- ITIL V3 Expert
- ITIL V3 Managing Across Life Cycle
- ITIL V3 Intermediate - Service Strategy
- ITIL V3 Intermediate - Service Design
- ITIL V3 Intermediate - Service Operations
- ITIL V3 Intermediate - Continual Service Improvement
- ITIL V3 Intermediate - Operational Support & Analysis
- ITIL V3 Foundation
Accomplishments
Improved Service Level Agreements (SLAs):Successfully enhanced SLAs through strategic process improvements, resulting in increased customer satisfaction and a more efficient service delivery model.
Implemented Proactive Monitoring System: Introduced a proactive monitoring system that reduced downtime by ensuring timely identification and resolution of potential issues before they impacted service delivery.
Implemented ITIL Best Practices:
Led the adoption of ITIL best practices, resulting in a more structured and efficient service management framework that improved overall service delivery.
Implemented Service Automation: Successfully integrated automation tools, reducing manual intervention in routine tasks, leading to increased efficiency and faster service delivery.
Employee Training and Development: Developed and executed a comprehensive training program for service delivery teams, resulting in improved skills, reduced errors, and enhanced overall service quality.
Timeline
SERVICE DELIVERY MANAGER
HCL Technologies
03.2023
TECHNICAL SOLUTIONS ARCHITECT
NTTDATA Services
08.2022 - 03.2023
SERVICE DELIVERY MANAGER
Capgemini
08.2021 - 08.2022
ACCOUNT SERVICE MANAGER
NTTDATA Services
11.2007 - 08.2021
MBA - Information Technology
Amity University
Bachelor of Arts - English Literature
Amity University
High School Diploma -
Career Convent
SECONDARY (10) -
Saint Francis College
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