Paresh Patra

Influential and highly seasoned IT management Professional with 17 years of achievements in leveraging technology and operations to drive Managed services program across the globe. Target oriented customer centric approach with proven expertise in Service Delivery, Operations Management, Program Management, Process design and Transformation. Strong leadership skills combined with effective interpersonal skills focused on building strong relationships with peers as well as clients. A change agent and Leader to drive Initiative to produce positive, progressive business value / result.

Professional Summary:

• Highly effective digital leadership, delivering large-scale global engagements, managed services, program management and transformation to improve services.
• Leverages a unique mix of strategical, tactical and analytical expertise, consistently exceeding performance goals by aligning the effort of strong teams with organizational objectives.
• Pioneering experience in the functional areas of Collaboration Platform, Intranet Portal, Enterprise Content Management, Knowledge Management, Integrations using SharePoint Technology
• Incisive acumen in growing business footprint and improving revenue & bottom line by winning proposals
• Pioneered Service delivery & Operations of complex solutions, supported by large sized multi-technology teams of size up-to +150
• Delivered excellent results in exceeding quality of service commitments and in resolving complex & critical issues within agreed SLA
• People-friendly, collaborative & approachable with strong planning, interpersonal, analytical, problem solving & facilitating skills
• Ability to identify and implementing highly effective and innovative solutions to complex and vexing problems
• Balancing longer term strategy and short-term tactics to build the business
• Building high-performing teams and the right culture to deliver business results and drive innovation
• Develop and implement shared services strategies, evangelize and drive value from shared service provisions
• Strong leader & team player, effectively manage team efforts and assess and integrate the skills and strengths of individuals and teams for project success
• Build credibility, establish rapport and maintain communication with stakeholders at multiple levels and managing relationship.
• Well versed with project financials and business development within and new engagements.
• Adept at defining, leading and driving program execution effectively, through the implementation of several management dynamics including Strategic Execution Plans, Resource Allocation, Team Management, Performance Monitoring/ Supervision, Progress Reviews, Training & Development.

Professional Experience:

• Spearheading managed services program for Enterprise Content Management suite of applications including GxP, SOCA and Validated catering Regulatory, Clinical, R&D IT, Manufacturing, Quality, Commercial IT, Group & Support functions LOB for a Swiss based healthcare customer worth USD 9 MN annually.
• Responsible to drive delivery excellence and industrialization services for digital collaboration technology stack across life science and healthcare customers.
• Profound knowledge on the various lifecycle of an engagement right from setting up Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
• Hands on delivering large complex programs involving multi-vendor transitions, change management, transforming strategies into results, building high performing teams, while maintaining mission critical operations.
• Deploying organization change initiatives across business units; collaborating with line & enabling functions for smooth deployment of solutions.
• Defining service standards and guidelines that serve as benchmark for excellent service delivery; driving continuous implementation of changes at process level.
• Reducing the turnaround time and overall IT Total Cost of Ownership (TCO), through process improvements and automation.
• Financial Management – Managing end-to-end financial responsibility to maintain profitability margin, Resource pyramid structure, Onsite-offshore ratio, Productivity, Cost of Delivery, Non-leaner Initiatives (NLI) to improve operation margin for account to meet organization goal.
• Resource management - Building a technically strong & highly motivated workforce. Facilitating career development programs to build new generation leaders.
• Exposure in modern concepts of end-to-end project planning and implementation from scoping, to activity sequencing, effort & cost estimation, risk analysis to quality management.
• Demonstrated expertise in operational service delivery management in an international environment catering to Global Clients in USA, UK, Europe, APAC and India.
• Adroit at setting up support operations/model / Service catalogue along with defining SLA in accordance with the organizational mission
• Ensuring transition solution is developed in a way that the project is executable within timelines and budget factor appropriate contingencies / risks in the solution.
• Worked as a Release Manager for SharePoint landscape and handled interactions, execution and rollout with multiple teams (/ vendors) engaged for the customer.
• Strong budget administrative skills backed profitability margins, utilization and well versed in various pricing methodologies, models and Service Credit setup.

Professional Accomplishments:

• Managed and mitigated hostile Knowledge Transition; mediated with multiple vendors, internal team from customer for 300+ applications for a portfolio sized USD 6 MN annually.
• Successfully set up process of handling high severity incidents, escalation mechanism, one-stop governance dashboard, Service catalog and reduced the high volumetric backlog within 2 months of Steady state.
• Accomplished Process standardization of Ticket handling, Change, Release Management and Problem Management steered to elimination of ~30% of base volumetric within short span before contractual year.
• Implemented Operational Demand Management, Business Event Support model, robust Hyper care Support Model & Service Introduction governance
• Skillfully industrialized CSI framework of Automation through ITPA, RPA, Script based; Transformation through Shift Left, application portfolio and license optimization. Delivered USD 2MN savings annually.
• High level of business satisfaction services reflecting in a consistent CSAT score of 95% over the engagement tenure.
• Consistently exceeding “>89” in People Engagement Survey feedback; Positive Impact Areas are Work Culture, Manager Effectiveness, Diversity & Inclusion and R&R.
• Driven the commercial initiative for customers merging all the T&M, Fixed Bid and standalone services delivered from multiple vendors into Managed Services contract thereby reducing TCO by 20% for customer and increasing revenue for organization by USD 3 MN annually through outcome based transaction model and scope monetization.
• Significant Contribution in RFP and RFI responses 100+ AVM proposals valued of USD 60 MN over last 5 years, and converted into WON for more than 75% of them as multi-year MSM contract.

• ITIL V3 Foundation
• Certified Scrum Master from Scrum Alliance
• Microsoft SharePoint Certifications for MOSS 2007 (MCP 070-630) and SPS 2003 (MCP 074-132)

• Marvelous Mentor Award at Cognizant
• Advanced Solution Practice Oscar Award at Cognizant
• Project Star Award and various Spot Awards at Cognizant, Capgemini, Mahindra Satyam