Pranesh Mathur
Summary
Results-driven Service Delivery Manager with 18 years of leadership experience across ITES, Telecom, and BFSI sectors. Skilled in formulating tactical initiatives to achieve strategic goals, developing new markets, and enhancing customer relationships. Expertise in optimizing operations for profitability and efficiency, with a strong focus on training and retaining customer-oriented teams.
Overview
2
2
Certifications
19
19
years of professional experience
Work History
Service Delivery Manager
Tata Consultancy Services
02.2017 - Current
- Ensure application systems on the plant floor (ERP, MES, SCADA, etc.) run smoothly with minimal disruption.
- Monitor daily operations, system uptime, and SLA adherence.
- Coordinate with IT teams, plant engineers, and vendors to maintain service quality.
- Lead incident response for plant floor application failures, ensuring rapid resolution.
- Conduct root cause analysis to prevent recurrence of downtime.
- Escalate critical issues to senior management and vendors when needed.
- Identify opportunities for process automation and optimization on the plant floor.
- Implement best practices for change management and release management in plant applications.
- Since February 2023- Present with Tata Consultancy Services– Currently as Service Delivery Manager
- Led cross-functional teams to implement service delivery strategies, enhancing operational efficiency.
- Managed client relationships, ensuring alignment with service delivery objectives and improving satisfaction.
- Streamlined processes for project execution, resulting in faster turnaround times and increased service quality.
- Facilitated performance reviews and mentoring sessions, promoting professional development among team members.
Team Manager (Manufacturing SD)
Tata Consultancy Services
10.2020 - 01.2023
- Manage daily operations of the service desk, ensuring tickets and requests are handled within SLA.
- Assign tasks, monitor workloads, and balance resources across shifts.
- Incident & Problem Management, resolution of plant floor IT issues (ERP, MES, SAP, production systems).
- Performance Monitoring: Monitor team KPIs such as response times, resolution rates, and customer satisfaction scores.
- Provide timely feedback and coaching to improve agent performance.
- Train new team members on manufacturing service desk processes, tools, and safety protocols.
- Act as a mentor, motivating staff to achieve higher productivity and quality.
- Identify process gaps and implement continuous improvement strategies to enhance efficiency.
- Since October 2020- 2023 with Tata Consultancy Services as Team Manager (Manufacturing SD)
Team Manager (Manufacturing SD)
Tata Consultancy Services
02.2017 - 01.2020
- Act as the primary point of contact between telecom clients and the project team.
- Build and maintain strong relationships with enterprise customers, retail clients, and channel partners.
- Handle escalations, complaints, and service requests to ensure timely resolution.
- Ensure smooth delivery of telecom services (voice, data, broadband, enterprise solutions).
- Monitor SLAs and KPIs related to service uptime, fault resolution, and customer satisfaction.
- Coordinate with technical teams to resolve network issues impacting customers.
- Support audits and compliance reviews related to customer data and service contracts.
- Since February 2017 - 2020 with Tata Consultancy Services as Team Manager (Manufacturing SD)
Trainer -Training & Development
VANC & Personality
02.2012 - 01.2016
- Conduct training sessions on voice modulation, accent neutralization, and pronunciation clarity to improve communication effectiveness.
- Design and deliver modules on intonation, stress patterns, and listening comprehension for international customer interactions.
- Provide individual coaching and feedback to agents to enhance call quality and reduce escalations.
- Develop training materials, role-plays, and audio exercises to strengthen spoken English proficiency.
- Collaborate with quality teams to identify communication gaps and implement corrective training.
- Monitor performance improvements through call audits, language assessments, and customer feedback scores.
- Facilitate sessions on team collaboration, leadership skills, and conflict resolution.
- Since Feb 2012- 2016 as a Trainer -Training & Development (VANC & Personality)
Manager (Merchant Services)
HDFC BANK
10.2011 - 01.2012
- Handling Team of 12 Merchant Relationship officers & liaison with Service Manager who handles the DST teams & Service Engineers to source new merchants in the region, maintain relationship & servicing the existing merchant base.
- To ensure signup and spends target assigned across the region are achieved.
- Merchant Satarefaction – ensure all customer service issues is assimilated and actioned as per the agreed TAT’s.
- To ensure quality of sourcing new merchants in the region, resulting in minimum fraud.
- To ensure that the cost of operating the entire region is within budget.
- Ensure cross-sell of various bank products to merchants to increase merchant loyalty.
- Strategizing & implementing new business opportunities, market growth and penetration.
- Since October 2011- Jan 2012 with HDFC BANK – As a Manager (Merchant Services)
Manager (Sales & Distribution)
CitiFinancial Consumer Finance India Ltd.
04.2007 - 06.2011
- Built the sales of ULIPs, Health and Credit Insurance products across Rajasthan.
- Skillfully increased the product visibility & branding in branches to be on top of mind for walk-in customers.
- Successful in strategizing to activate sales for every product, penetrating new customer base in the region.
- Analyzing per employee productivity levels and increasing the same by cross-selling various products existing and new customers.
- Pivotal migrated customer traffic to the branch through a variety of promotions and regular follow-up plan integrated with the service strategy to enhance the delivery capability of the branch.
- Streamlined various processes to rationalize services, provide daily status of files to DMA so as to reduce sanction TAT and reduce the rejection ratio.
- Since April’ 2007- June 2011 with CitiFinancial Consumer Finance India Ltd. – As a Manager (Sales & Distribution Team)
Education
PG - English
D.A.V College, MDS University Ajmer
AjmerGraduation in Physical Education (B.P.E) - undefined
D.A.V College MDS University Ajmer
AjmerSkills
Service level agreements
Performance reporting
Vendor management
Incident management
Risk Management
Change management
Operations management
Resource planning
Stakeholder engagement
People Management
Additional Information
- Learnings: Currently pursuing Microsoft AI Product Manager Certification.
- Achievements: Awarded Certificate of Appreciation by the client in Townhall for Outstanding Contribution and recognized as the Most Reliable Delivery Manager.
Certification
PMP, ITILV4, Lean Leadership Skills, Lean Culture and Lean Management, Six Sigma Green Belt Certification, Agile Project Management