Priyank Dhawan

Senior Service Delivery Manager

NTT DATA INC

Hyderabad

04.2023 - Current

Collaborated across departments for seamless transition from development to production environment.
Developed and implemented customer-centric service delivery strategies.
Coordinated implementation of changes in order processing workflow with internal teams.
Served as a reliable point of contact for resolving escalated customer issues with prompt and effective solutions.
Consistently achieved project goals within allocated budgets and maintained quality standards.
Engaged in ongoing audits performed by external agencies or third parties, ensuring conformity with regulatory obligations.
Ensured compliance with relevant laws, regulations and contractual obligations.
Engaged in regular discussions with clients and stakeholders to evaluate performance metrics and explore opportunities for enhancement.
Recognized opportunities for process optimization and formulated comprehensive plans to overcome them.
Drafted detailed project plans outlining timelines, deliverables, and resources required to complete tasks.
Created comprehensive reports on various aspects of service delivery performance for executive review.
Negotiated contracts with vendors and suppliers for procuring necessary materials or services.
Provided guidance and support to team members on complex technical challenges.
Facilitated communication between different levels of management in order to maximize productivity levels.
Monitored all aspects of contracts with third party organizations to ensure that required services were delivered.
Implemented continuous improvement processes to reduce costs and improve service quality.
Utilized technology solutions to automate tasks and improve service delivery effectiveness.
Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
Initiated and managed strategic partnerships with external vendors to enhance service offerings.
Negotiated contracts and SLAs with clients and vendors, ensuring alignment with business objectives.
Managed risk and implemented mitigation strategies to minimize impact on service delivery.
Prepared and presented detailed reports on service performance, challenges, and achievements to senior management.
Implemented ITIL best practices to streamline processes and improve service delivery efficiency.