Patrick Sathishkumar
Associate Service Delivery Manager.
Chennai
Summary
A dedicated and results-driven Service Delivery Manager with 16 years of experience in overseeing the delivery of services to clients, ensuring exceptional customer satisfaction and operational efficiency. Adept at building strong client relationships, collaborating with cross-functional teams, and implementing process improvements to optimize service delivery. Seeking to leverage expertise in service management and client engagement to contribute to the success of Awan infoTech.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Associate Service Delivery Manager
Awan Infotech
10.2023 - Current
- A dedicated and results-driven Associate Service Delivery Manager with 16 years of experience in overseeing the delivery of IT services to clients, ensuring exceptional customer satisfaction and operational efficiency
- Adept at building strong client relationships, collaborating with cross-functional teams, and implementing process improvements to optimize service delivery
- Seeking to leverage expertise in service management and client engagement to contribute to the success of Awan infoTech.
- Developed and implemented effective communication strategies for team members and clients, fostering collaboration and transparency.
- Oversaw employee development program and provided career path opportunities to drive talent advancement and retention efforts.
- Collaborated with cross-functional teams to develop innovative solutions to enhance service delivery capabilities.
Team Lead
Servimos Technologies Pvt Ltd
06.2022 - 10.2023
- Led team of 10 in developing new customer service protocols, demonstrating strong interpersonal and communication skills
- Managing End User Computing tracks for major North American clients
- Driving Customer Experience through mentoring employees, managing KPI/SLA, and delivering value to the customer
- Providing technical consulting and driving for innovation, and modernization through Transition and Transformation by deep diving into the customer requirements and fulfillment
- Part of Sizing and Financial discussions for new logos and new business from existing customers
- Assessing Client feedback and using your creativity to establish, improve, and refine services
- Identifying customer needs and overseeing service delivery within the business context
- Collaborated with the development team to document and test new TOS features and enhancements
- Analyzed and reported on support ticket trends and performance metrics to identify areas for improvement
- Assisted in the development of custom solutions and scripts to automate routine TOS tasks, improving operational efficiency Collaborated with the Service Delivery Manager to develop project plans, allocate resources, and track progress to meet project milestones
- Conducted regular client meetings to review service performance, address concerns, and identify opportunities for improvement
- Worked closely with cross-functional teams, including technical support, sales, and product development, to resolve client issues and ensure seamless service delivery.
Associate Professional System Administrator
Computer Sciences Corporation India Pvt Ltd
07.2010 - 07.2016
- Facilitating consultation with stakeholders to define business and systems requirements for new technology implementations
- Defining & implementing ITIL-based Change and Release Management to improve the skills of the team to take on and deploy work with repeatable success
- Conduct weekly meetings with team to discuss performance, open issues, projects, and opportunities for improvement
- Leading strategic development and delivery of enterprise systems including corporate administration, human resources, finance, operational fulfillment, customer relationship management, and business intelligence Aligning IT with business strategy; designing and driving large and complex business IT solutions and translating complex business requirements into innovative technology solutions Perform post-implementation 3rdlevel support, identifying root cause with strategic solutions to problems
- Leveraging enterprise-wide information to re-engineer IT Infrastructure and team strategy into efficient alignment with core business objectives Establishing strong vendor relationships for long-term partnerships, high performing SLA and 24/7/365 high availability uptime
Subject Matter Expert
Sutherland
08.2004 - 11.2009
- Led Microsoft client service management and improvement initiatives, transitioning operations offshore, managing 100-member team, driving CSI, revenue growth, and fostering customer-centric culture with robust monitoring and reporting
- Led service management and improvement initiatives for a Microsoft client, focusing on enhancing service delivery, account management, and customer satisfaction
- Successfully transitioned service delivery operations from on-shore to off-shore, optimizing resources and processes to improve efficiency and cost-effectiveness
- Managed a team of 20 professionals across various tracks, including technical support, operations, and account management, to ensure alignment with SLA-KPIs, revenue targets, and customer satisfaction goals
- Implemented robust performance monitoring and reporting mechanisms to track progress against SLAs, KPIs, and revenue targets, facilitating data-driven decision-making and accountability.
System Executive
Bay Talkitec Pvt Ltd
10.2000 - 12.2001
- Installed and configured CTI hardware and software components for MTNL, BSNL, resulting in improved call handling and reduced operational costs
- Developed comprehensive documentation and user manuals for CTI systems, facilitating client training and support
- Collaborated with the sales team to provide technical expertise during client presentations
- Stayed up to date with industry trends and emerging technologies, implementing new features and enhancements as needed
Customer Support Executive
Rif Systems Pvt. Ltd.
10.1999 - 10.2000
- Provided expert technical support to customers, specializing in hardware and printer installation
- Ensured smooth setup, configuration, and troubleshooting to meet client needs and enhance user experience.
Education
Diploma In Electronics & Communication Engineering -
St. Michael's Polytechnic
Chennai, Tamil Nadu1999
Skills
ITIL Framework
Incident Management
Problem Management
Service Level Agreement Management
Client Relationship Management
Mentoring and training
Service desk oversight
Teamwork and Collaboration
Problem-solving abilities
Billing Systems
Certification
Microsoft Certified Professional
Timeline
Associate Service Delivery Manager
Awan Infotech
10.2023 - Current
Team Lead
Servimos Technologies Pvt Ltd
06.2022 - 10.2023
Associate Professional System Administrator
Computer Sciences Corporation India Pvt Ltd
07.2010 - 07.2016
Subject Matter Expert
Sutherland
08.2004 - 11.2009
System Executive
Bay Talkitec Pvt Ltd
10.2000 - 12.2001
Customer Support Executive
Rif Systems Pvt. Ltd.
10.1999 - 10.2000
Diploma In Electronics & Communication Engineering -
St. Michael's Polytechnic