Muammer Abdullah
Bangalore
Summary
Dynamic Production Manager with a proven track record at NatWest Bank, excelling in service delivery management and client relationship building. Achieved a 90% client satisfaction rate while leading a team of 15. Expert in ITIL processes, driving process improvements that reduced incident resolution time by 20%. Committed to operational excellence and team development.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Production Manager (Service Delivery) - Testing Tools
NatWest Bank (formerly RBS)
Bangalore
05.2018 - Current
- Oversaw service delivery for four accounts, managing 15 professionals to achieve 90% client satisfaction.
- Implemented ITIL best practices, reducing incident resolution time by 20% and enhancing service uptime to 99.9%.
- Developed strong client relationships through regular service reviews, achieving 100% contract renewals.
- Led vendor negotiations and contract management, generating savings through optimized agreements.
- Drove continuous improvement initiatives, leading to a 20% reduction in operational costs.
- Coordinated cross-functional teams for timely and budget-compliant project delivery.
- Implemented proactive monitoring and incident management systems to minimize downtime and improve response times.
IT Governance Lead
NatWest Bank (formerly RBS)
Bangalore
05.2012 - 05.2018
- Coordinated development and implementation of IT governance standards to align with business objectives.
- Conducted regular risk assessments and compliance audits, identifying improvement areas.
- Executed mitigation strategies based on audit findings to enhance overall compliance.
IT Service Introduction & Transition Manager
Tesco Plc
Bangalore
09.2010 - 05.2012
- Successfully managed multiple IT projects from initiation through delivery, ensuring alignment with objectives.
- Developed detailed project plans outlining scope, schedule, and resource allocation.
- Implemented transition plans while effectively managing timelines, resources, and budgets.
- Conducted risk assessments and executed mitigation strategies for potential challenges.
- Provided training and support to teams during transitions to ensure seamless adaptation.
Operations Manager
Wipro Technologies
Bangalore
08.2008 - 06.2010
- Oversaw operations and service delivery for Wipro's internal applications and infrastructure.
- Developed IT policies and procedures to improve operational efficiency.
- Managed vendor relationships to ensure seamless IT service delivery.
- Monitored IT budgets, ensuring cost-effective solutions and optimal resource allocation.
- Collaborated with cross-functional teams to support business continuity and disaster recovery initiatives.
Senior Service Coordinator
IBM
Bangalore
03.2006 - 06.2008
- Implementation of ITIL best practices to align processes with business goals.
- Managed lifecycle of incidents, problems, and changes to reduce resolution times.
- Developed and maintained ITIL process documentation to ensure compliance with organizational standards.
Senior Technical/Customer Support Associate
Accenture Services Ltd.
Bangalore
02.2004 - 03.2006
Education
B.Tech. - Computer Science & Engg.
Government Engineering College
Palakkad, IndiaSkills
- Service delivery management
- ITIL processes and SLA/KPI management
- Client relationship management
- Team leadership and development
- Process improvement and optimization
- Vendor and contract management
- Data analysis and reporting
- Project management
Certification
- ITIL V3 Foundations Certified
- ITIL Intermediate - Service Offerings & Agreements Certified
- Project Management - PRINCE2 Foundation & Intermediate Certified
- IT Governance - COBIT 5 Certified
Personal Details
- Date of Birth: 16th April 1979
- Marital Status: Married
- Passport Details: Passport No. S1612094, Date of Issue: 2018-04-05, Date of Expiry: 2028-04-04
Accomplishments
- Implementing cost-saving or time-saving initiatives
- Consistently exceeding SLAs and KPIs
- Fostering cross-functional teamwork and communication
- Leading a successful transformation or improvement projects.
Timeline
Production Manager (Service Delivery) - Testing Tools
NatWest Bank (formerly RBS)
05.2018 - Current
IT Governance Lead
NatWest Bank (formerly RBS)
05.2012 - 05.2018
IT Service Introduction & Transition Manager
Tesco Plc
09.2010 - 05.2012
Operations Manager
Wipro Technologies
08.2008 - 06.2010
Senior Service Coordinator
IBM
03.2006 - 06.2008
Senior Technical/Customer Support Associate
Accenture Services Ltd.
02.2004 - 03.2006
B.Tech. - Computer Science & Engg.
Government Engineering College
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