Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
References
Timeline
Generic
Nalini Selvaraj

Nalini Selvaraj

Chennai

Summary

Dynamic Associate Service Delivery Manager at Hexaware Technologies with expertise in ITIL and operations management. Proven track record in enhancing service delivery and achieving SLAs, while fostering collaboration and continuous improvement. Adept at stakeholder management and business modeling, driving successful project outcomes through effective leadership and strategic planning.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Hexaware Technologies
Chennai
08.2023 - Current
  • Application management: Oversee the day-to-day operation and management of all application support areas to ensure contractual commitments are met.
  • Business Development: Understand new business cases and client needs, understand and develop a new structure for the organization, and create effective solutions. Demonstrate delivery methodology to prospective clients.
  • Leadership: Foster a culture of continuous improvement, collaboration, and excellence within the team.
  • Building a professional relationship with key stakeholders.
  • Successful service delivery, SLA achievement, and a high level of customer satisfaction.
  • Proactive work with teams during the issues when we are unable to meet SLA, and ensuring that appropriate staffing resources are assigned, put in place, and effectively utilized at the appropriate time.
  • Stakeholder management: Conduct or attend daily, weekly, monthly, and quarterly review meetings with clients – issues, process updates, customer feedback, and critical activities in the pipeline.
  • Review operational metrics for improvement and compliance management. Managing the ITIL processes of Incident, Service Request, Change, Problem, Risk, Capacity, and Escalation.
  • Collaborated with internal teams to develop best practices for service delivery processes.
  • Participated in strategic planning initiatives related to improving overall service quality levels.

Project Manager

IVY Mobility PVT Ltd
Chennai
03.2021 - 08.2023
  • Implementation of a Sales Force Automation system across the distributors in various markets, leveraging an off-the-shelf solution that automates the current seller work process and certain back-office processes for major FMCG clientele.
  • Responsible for costing, estimating, and planning projects.
  • Establishing the overall success criteria for a project, including time, cost, technical, and performance parameters.
  • Writing detailed and summarized project progress reports.
  • Establish an enterprise release framework, and continually work towards making improvements in the release process.
  • Conduct Release Readiness Reviews, Milestone Reviews, and Business Go/No-Go Reviews.
  • Schedule and participate in CAB, CI/CD, and demand approval meetings to discuss release scope and/or roadblocks.
  • Manage risks and resolve issues that affect release scope, schedule, and quality.
  • Managing day-to-day operational aspects of the project.
  • Organizing and facilitating Project Steering/Operating Committee meetings.
  • Attending client meetings and guiding them through processes.
  • Monitoring and managing all contractors, consultants, and third-party suppliers within each project.
  • Having a good hold on working with complex integration systems and transitioning the process across various systems.

Associate Project Manager

IVY Mobility PVT Ltd
Chennai
09.2014 - 09.2019
  • Handled overall project execution of Sales Force Automation/Paperless Mobile & Web Application for leading FMCG Clients.
  • Work closely with Solution Consultant and presales teams during requirement gathering sessions and participate in Mapping and matching sessions.
  • Preparing overall project plans for implementation & Deployment as per the Release Schedule.
  • Experienced in Project to BAU Transition for the scheduled releases.
  • Demonstrated ability to coordinate across Cross functional work teams towards task Completion.
  • Plan and provide weekly updates on the release activities. Lead the Go-Live activities to deploy the software successfully.
  • Possess very good understanding and hands on working in various Greenfield, Brownfield, and Retrofit Projects.
  • Team up with relevant development teams responsible for building and deploying the software.

Team Lead Operations

Tata Consultancy Services
Chennai
06.2008 - 06.2014
  • Company Overview: A renowned Market Research Data & Measurement Company.
  • Handled the E2E operations for one of the crucial clients to TCS which is a renowned Market Research Data & Measurement Company.
  • Coordinating with onshore team, upstream and downstream teams. Conducting weekly, Bi-weekly, and monthly score card calls with clients for tracking client concerns with respect to process.
  • Led a team of 16 members ensuring report delivery on-time with superior quality.
  • Held responsible for the training initiative for the entire process.
  • Hosting monthly calls with internal management team to share details like issue tracking and resolution, process progress, enhancements to existing process steps, new inclusions and plans to increase revenue.
  • Managing L1-L2-L3 support and maintain Monthly/Weekly Metrics Reports-Issue Backlog, SLA Compliance, Issue Inflow & Outflow, Resolution and Response time Metrics.
  • A renowned Market Research Data & Measurement Company.

Trade Analyst

Citi Group Global Services Ltd
Chennai
05.2007 - 06.2008
  • Worked as a Trade Analyst to process Letter of Credits received from Customers supported by their intermediate banks for good procured.
  • Individually transitioned the whole Process from Mumbai Branch to Chennai within a period of less than two months.
  • Validating and Processing LCs based on the Banking norms and Compliance checklist.
  • Verifying the exchange policies and seeking approval for the Letter of Credits in case of exceptions.
  • Successfully transitioned the whole process of Letter of Credit to Chennai Branch, trained two new resources.
  • Managing the overall workflow, allocating work to team members, and updating day end status to Branch Head.
  • Coordinating with Other Branches and updating the workload and status reports on a daily/Weekly & Monthly basis.

Education

Diploma of Higher Education - Hindi

Dr. Annie Besant Hindi Pracharak training College
Chennai
01.2019

Bachelor of Science - Computer Science

Sri Venkateswara University
Tirupati, AP
01.2007

Skills

  • Cloud computing
  • Operations management
  • Project management
  • ITIL
  • Service delivery
  • Product lifecycle management
  • Leadership, negotiation, and influencing
  • Business modeling
  • System migrations, integrations
  • Costing and budgeting, ROI analysis

Accomplishments

  • Awarded the Hall of Fame for consecutive years for planning and executing the Peak sale period support model for a UK-based key home improvement retailer
  • Awarded the Service Excellence Award for driving the team in achieving 100% SLA metrics for three consecutive months
  • Implemented sales force automation (paperless systems) by introducing mobile apps for one of the global retail leaders. On measuring the success factor, we succeeded in implementing the application across eight markets (ASEAN, Europe)
  • Successfully implemented the retrofitment project across various stacks, accounting for 36 markets (Europe, Latin America, Africa, Middle East) for British American Tobacco, where around 6 systems were integrated and transitioned to the latest code base
  • Handled end-to-end project and release delivery of a promotional system-based web application for Heineken ASEAN markets

Languages

Tamil
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
French
Beginner
A1
German
Beginner (A1)
A1

Certification

  • Certified Scrum Master
  • Certified PRINCE2 Agile Foundation
  • Certified PRINCE2 Agile Practitioner
  • ITIL 4 (undergoing)
  • AWS Certified Cloud Practitioner (undergoing)

References

References available upon request.

Timeline

Service Delivery Manager

Hexaware Technologies
08.2023 - Current

Project Manager

IVY Mobility PVT Ltd
03.2021 - 08.2023

Associate Project Manager

IVY Mobility PVT Ltd
09.2014 - 09.2019

Team Lead Operations

Tata Consultancy Services
06.2008 - 06.2014

Trade Analyst

Citi Group Global Services Ltd
05.2007 - 06.2008

Diploma of Higher Education - Hindi

Dr. Annie Besant Hindi Pracharak training College

Bachelor of Science - Computer Science

Sri Venkateswara University

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