Parthasarathy N N
Lead - Project Management
Mumbai,MH
Summary
Creative Delivery Leader having proven Technical, Transition & Transformation, Sales & Management Expertise in a career spanning over 20 years in IT services. Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analysing data to identify trends and developing strategies to improve efficiency.
Overview
23
23
years of professional experience
9
9
Certifications
Work History
Team Lead – Project Management
Jio Platforms Ltd.
12.2024 - Current
- Leading end-to-end project and program management for critical infrastructure initiatives within the Indian Government and Public Sector Unit (PSU) sectors.
- Directed the successful implementation of a private cloud infrastructure project for LIC (a PSU), ensuring alignment with project timelines and client requirements.
- Oversaw program management for the National Informatics Centre (NIC), coordinating project teams and deliverables across multiple locations, including Pune, Guwahati, and Delhi.
- Focusing on strategic planning, stakeholder management, and ensuring projects meet technical specifications and delivery timelines within complex government environments.
- Managed all financial aspects of the account, including billing, invoicing, profit & loss (P&L) analysis, and proactive revenue generation.
Senior Advisor, Client Relationship
DELL Technologies Pvt. Ltd.
01.2020 - 07.2024
- Optimised expenses by ensuring shift left activities and automation.
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
- Streamlined internal processes by conducting thorough evaluations and implementing necessary improvements.
- Implemented a robust governance model that ensures flawless day-to-day operations.
- Being accountable for Service delivery performance & overall Quality.
- Accountability and adherence to SLAs/ SLOs
- Ensuring and managing communication on day to day service operations.
- Being the SPOC and being the advocate between Delivery team and Global leaders.
- Ensuring contract changes are documented and agreed.
- Ensuring documentation of risks and issues.
- Identifying delivery and process improvements to ensure better service delivery and CSAT.
- Handled multiple accounts (13 accounts) across EMEA and US.
- Handled transition of four major clients (two financial customers, an automation client and one manufacturing customer)
- Worked on monthly (MORs) and quarterly reports (QRMs)
- Ensure timely invoicing and verify billing along with the account manager and FA.
- Develop an Annual Operating Plan and Ensuring that the account margin is as per AOP
- Achievements: Revived red accounts through organised SIPs and PIPs
- Worked with technical delivery to implement agile methodologies within the accounts.
Associate General Manager
HCL Technologies Pvt. Ltd.
03.2016 - 07.2019
- Led discussions on designing future tech path for the customers.
- Analysed and proposed solutions along with SMEs
- Strategized and planned transformation from DCs to cloud based solutions.
- Solutioning, Costing for RFPs and agreed them with customers
- Transitioned End User environment from legacy to AWS and Azure based cloud / hybrid model.
- Managed multiple critical customers in Financial and Aviation sectors in a hybrid environment (Legacy of DC based and Cloud based application and infrastructure maintenance)
- Successfully managed contract renewal, renegotiation, SLA discussions
- Presented the technology road map to customers and sold cloud-based technology solutions
- Optimized cost and maintained P&L of accounts and worked in driving programs’ cost efficiency
- Identified areas of cost reduction and increase account profitability and team productivity.
- Identified and worked on possible sales opportunities to increase revenue.
- Implemented and sustained delivery for major Banking / aviation clients
- Worked with the clients in creating, deciding, and implementing Governance Models
- Managed end to end contract and Process Improvements for the customer.
- Achievements: Revived “Red accounts” to safety and maintained “Green” for over 18 months with “NO SERVICE CREDITS”
- Client award: Best Vendor Award on behalf of HCL (Q3 2016)
- Client award: Best Partner Award on behalf of HCL (July 2016 to June 2017)
- HCL internal award: Sales Hero Award (Q3 2017) for highest revenue generation.
Delivery Project Executive
IBM India Pvt. Ltd.
09.2008 - 03.2016
- Implemented and sustained delivery for major Banking, Manufacturing, Retail & Distribution clients
- Documented solutions and work on proposals and quotes with SMEs
- Discuss and finalize on the governance between IBM and client.
- Lead RFP discussions with the customers for IBM
- Conducting contract year discussions (FINANCIAL) with the customer
- Manage compliance requirements for the accounts.
- Implemented and managed governance of large delivery team
- Performing complex transition and transformation of Infrastructure (including data center migrations)
- Managing SLAs, Contractual agreements, and negotiation
- Oversee service activation of new services (includes governing processes servers, database, network devices)
- Working with different teams to track cost and drive programs’ cost efficiency.
- Identified and fulfilled the new requirements from customer to enhance the business.
- Acted as a Single Point of Contact with customer for all project related issues.
- Reviewed Customer Health through questionnaires & planned and implemented SIPs & G2G plans.
- Analyzed and Manage Risks and Issues for different accounts and participated and managed Pre-sales discussions
Assistant Manager, Operations
IBM Daksh India Pvt. Ltd.
02.2007 - 09.2008
- Lead a team of 40 employees in managing Incident Management of an UK Telecom Giant
- Mentored and assisted technical support executives in taking calls.
- Identified areas of concerns and underperformance and coached team members appropriately for better performance of the account
- Introduced concept of Known error database in the account and there by spread knowledge sharing.
- Initiated and led a six-sigma initiative in the account
- Maintained team morale and least attrition by training, motivating, and molding the team to better roles.
COACH, SUBP
America Online Member Services (AOL India Pvt. Ltd.,)
02.2006 - 02.2007
- Managing a team of 20 SUBP / Tech consultants
- Administering support and training to new hires.
- Coaching, mentoring & training new hires, about the technical aspects of the AOL Software.
- Motivate and inspire team members
- Create training material and impart formal and informal training
- To provide support to the team by acting as the second line of escalation of agent related queries, process/regulation updates and to accomplish the goal of providing exceptional customer experience.
- To develop strong inter-personal relationships with the team to cohesively bound them together with the company and integrate them with the vision and core values.
- To identify areas of concern and under performance and take corrective measures.
- To Mentor and to assist other support executives in taking calls
- To work on MIS and CMS reports related to FCR, AHT, HSIO and SUBP safe rate, Activation Rate and Customer Satisfaction Scores.
Technical Support Representative
Accenture India Pvt. Ltd.
07.2004 - 01.2006
- Managing technical support functions including resolving hardware and network issues for end customer.
- Interfacing with customers to identify needs, resolve queries related to the applications.
- Extending complete remote support for internet connections.
Customer Support Representative
ICICI Bank Pvt. Ltd.
01.2003 - 07.2004
- Provided support to the Bank’s customers on TIN authenticated support line
- Handled escalation calls from Level 1 agents
- Coaching, Mentoring and Training of new hires on process and procedures of the Bank
Faculty of Software
APTECH COMPUTER EDUCATION Ltd.
07.2002 - 10.2002
- Trained students of Aptech on C, C++ and Tally 8,9
Education
Master of Science - Physics
Madura College
11.2002
Post Graduate Diploma - Computer Applications (PGDCA)
Madura College
04.2001
ADSE(H) – Advanced Diploma - Software Engineering (Honors)
Aptech
11.2000
Bachelor of Science - Physics
Madura College
04.2000
Skills
Service Level Management
Service Management
Performance Improvement
Client Relationship Management
Project Management
Risk Mitigation
Customer Satisfaction
Project Planning
Customer Engagement
Product management
Stakeholder management
Client communication
Strategic planning
Certification
Oct 2013 PMP - Project Management Professional
Timeline
Team Lead – Project Management
Jio Platforms Ltd.
12.2024 - Current
Senior Advisor, Client Relationship
DELL Technologies Pvt. Ltd.
01.2020 - 07.2024
Associate General Manager
HCL Technologies Pvt. Ltd.
03.2016 - 07.2019
Delivery Project Executive
IBM India Pvt. Ltd.
09.2008 - 03.2016
Assistant Manager, Operations
IBM Daksh India Pvt. Ltd.
02.2007 - 09.2008
COACH, SUBP
America Online Member Services (AOL India Pvt. Ltd.,)
02.2006 - 02.2007
Technical Support Representative
Accenture India Pvt. Ltd.
07.2004 - 01.2006
Customer Support Representative
ICICI Bank Pvt. Ltd.
01.2003 - 07.2004
Faculty of Software
APTECH COMPUTER EDUCATION Ltd.
07.2002 - 10.2002
Post Graduate Diploma - Computer Applications (PGDCA)
Madura College
ADSE(H) – Advanced Diploma - Software Engineering (Honors)
Aptech
Bachelor of Science - Physics
Madura College
Master of Science - Physics
Madura College