Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Praveen Kumar Kasula

Hyderabad

Summary

PMP-certified Project & Program Manager with 18+ years of experience delivering global IT service delivery, transition, and transformation projects. Expert in end-to-end project lifecycle management, stakeholder governance, SLA/KPI delivery, automation, and cross-functional team leadership. Proven ability to drive CSAT, operational excellence, and continuous improvement using Agile, ITIL, and Six Sigma practices. Service-focused professional with proven track record in service delivery and customer satisfaction. Experienced in managing cross-functional teams, streamlining processes, and ensuring timely project completion. Adept at identifying and resolving issues to improve service quality and client relations. Ambitious Global Service Delivery Manager driving impactful transformations across IT service operations. Spearheaded automation initiatives that improved productivity and reduced average handling time. Committed to fostering a culture of continuous improvement and aligning projects with organisational goals.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Global Service Delivery Manager / Program Manager

DXC Technology
Bangalore
09.2018 - Current
  • Led multiple global projects and programs supporting enterprise clients across IT service delivery and operations.
  • Owned end-to-end project lifecycle: chartering, planning, execution, monitoring, control, and closure.
  • Delivered transition and transformation projects, including knowledge transfer, workforce ramp-up, and go-live stabilization.
  • Managed SLAs, KPIs, and SLOs, consistently meeting contractual and CSAT targets.
  • Delivered automation initiatives (Virtual Agents, ITSM, Tachyon, LMI), improving productivity and reducing AHT.
  • Developed project schedules, RAID logs, RACI matrices, and communication plans.
  • Led cross-functional global teams (delivery, transition, training, reporting, QA).
  • Executed capacity planning and staffing models using demand forecasting.
  • Managed risks, issues, and escalations with executive-level governance.
  • Planned and tracked annual and quarterly budgets.
  • Key Results: Zero critical SLA breaches during transitions | Improved CSAT through governance & automation | Standardized KPI dashboards

Deputy Manager – Operations / Project Lead

IBM
Hyderabad
04.2008 - 09.2018
  • Acted as Project Lead for operational improvement and transformation initiatives.
  • Planned and executed projects focused on process standardization, cost optimization, and productivity improvement.
  • Managed cross-functional teams, timelines, and deliverables.
  • Conducted workforce planning, skills gap analysis, and performance optimization.
  • Prepared project status reports, dashboards, and risk logs for senior leadership.

Early Career (Technical & Quality Roles)

HCL Technologies
01.2006 - 01.2008
  • Delivered IT support, quality analysis, and escalation management.
  • Applied root cause analysis and ITIL-aligned service practices.

Early Career (Technical & Quality Roles)

Sutherland Global Services
01.2006 - 01.2008
  • Delivered IT support, quality analysis, and escalation management.
  • Applied root cause analysis and ITIL-aligned service practices.

Early Career (Technical & Quality Roles)

Aegis BPO
01.2006 - 01.2008
  • Delivered IT support, quality analysis, and escalation management.
  • Applied root cause analysis and ITIL-aligned service practices.

Education

Bachelor of Engineering - Electrical & Electronics Engineering

SSJEC
Mahabubnagar, Telangana

Skills

  • Project & Program Management
  • Agile
  • Waterfall
  • Transition & Transformation
  • Scope Management
  • Schedule Management
  • Risk Management
  • Stakeholder Management
  • Client Management
  • SLA Governance
  • KPI Governance
  • Resource Planning
  • Capacity Planning
  • Automation
  • Process Improvement
  • Budgeting
  • Forecasting
  • Power BI
  • Tableau
  • ServiceNow ITSM
  • Client relationship management
  • Service delivery planning
  • Service improvement strategies
  • Risk mitigation
  • Project management
  • Cross-functional leadership
  • Transition management
  • KPI management
  • Budget planning
  • Process optimization
  • Automation implementation
  • Performance analysis
  • Stakeholder communication
  • Change management
  • Demand forecasting
  • Resource scheduling
  • Service quality standards
  • Working with KPIs
  • IT service management
  • Customer complaint management
  • Proactive leadership
  • Strategic planning
  • ITIL processes
  • Decision making
  • Relationship Management
  • Customer negotiation
  • End user support
  • Resource evaluation
  • Service auditing
  • Service desk management

Certification

  • PMP
  • Certified ScrumMaster (CSM)
  • Certified Product Owner (CSPO)
  • Six Sigma Green Belt
  • ITIL Service Strategy
  • ITIL Service Transition
  • ITIL Service Operations

Languages

English
Proficient
C2
Hindi
Advanced
C1
Telugu
Proficient
C2

Accomplishments

    Received Bravo Award for driving excellence in Team Leadership and Client Management,

Timeline

Global Service Delivery Manager / Program Manager

DXC Technology
09.2018 - Current

Deputy Manager – Operations / Project Lead

IBM
04.2008 - 09.2018

Early Career (Technical & Quality Roles)

HCL Technologies
01.2006 - 01.2008

Early Career (Technical & Quality Roles)

Sutherland Global Services
01.2006 - 01.2008

Early Career (Technical & Quality Roles)

Aegis BPO
01.2006 - 01.2008

Bachelor of Engineering - Electrical & Electronics Engineering

SSJEC
Praveen Kumar Kasula