Priyanka Rai
Delivery Manager
Summary
Strategic Delivery Manager with a proven track record in seamless IT service delivery and team leadership. Skilled in client relationship management, cross-functional collaboration, and driving SaaS solutions. Proficient in agile decision-making, resource optimization, and recruitment. A strategic planner actively contributing to organizational goals, fostering team development through continuous learning initiatives.
Overview
9
9
years of professional experience
Work History
Delivery Manager
Centiro Solutions
09.2018 - Current
- Orchestrating seamless IT service delivery with a focus on quality and timeliness.
- Leading a dynamic team, providing mentorship for optimal performance and client satisfaction.
- Cultivating strong client relationships as the primary service contact.
- Proactively addressing concerns, ensuring alignment with client expectations.
- Collaborating with cross-functional teams to enhance service delivery standards.
- Influencing organizational-level decision-making for strategic initiatives.
- Demonstrating proficiency in delivering SaaS solutions in the analytical space.
- Utilizing negotiation skills for favorable outcomes with clients and internally.
- Making informed decisions swiftly, adapting thinking to assimilate new information.
- Thriving in fast-paced environments, maintaining composure amid evolving project dynamics.
- Implementing strategies for efficient resource utilization and cost-effectiveness.
- Conducting assessments to align team skills with project requirements, maximizing productivity.
- Leading recruitment and onboarding, strategically selecting talent to enhance the team.
- Ensuring a cohesive and high-performing team through thoughtful hiring decisions.
- Actively contributing to company-wide strategy sessions.
- Translating strategic objectives into actionable plans for the service delivery team.
- Driving team members' development journeys, fostering a culture of continuous learning.
- Implementing mentorship programs and training initiatives for career growth.
Customer Service Manager
Centiro Solution
11.2019 - 07.2021
- Serve as Incident Commander and lead the service restoration process during major incidents
- Minimize disruption to our business by efficiently identifying incident causes and determining the right course of actions leading to incident closure
- Ensure timely communication with stakeholders
- Ensure consistent protocol in managing incident diagnostics and resolution
- Lead all the appropriate SMEs and vendors and ensure adequate support
- Lead and coordinate diagnostic and recovery actions
- Manage service level commitments for service availability and restoration
- Define key performance indicators and report appropriate incident metrics
- Work with other teams to identify improvement opportunities and ensure the end to-end success of the Incident Management process
- Strong support expertise utilizing industry-recognized frameworks (i.e., ITIL)
- Resolution of all Incidents, Service Requests, Changes, and Problems that fall within the scope of the team's access and ability to provide recovery of service
- Ability to multitask time-critical tasks whilst maintaining the highest levels of quality
- Create or maintain partnerships with individual IT vendors by establishing goals, objectives, or service levels in order to focus the relationships and provide maximum benefit/return to The Company in accordance with Company standards and procedures
- Lead all customer meetings – daily, weekly, monthly showcasing different statistics, projections, and escalations
Software Engineer
Atos India Pvt Ltd
12.2014 - 08.2018
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Contributed to the success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs, and management systems.
- Checking and Maintaining Data Consistency across the systems
- Root causes analysis for data discrepancy across different systems.
- Code optimization and SQL query tuning.
- Troubleshoot issues on systems before they turn into incidents
- Handling client queries in the form of Incidents, changes, and Problems
- Work on the additional requirements in the existing system on demand
- Work to reduce incoming recurring incidents
- Identifies/develops solutions to maximize operational effectiveness and efficiency
Education
Bachelor of Science - Computer Science
ITM University
Gwalior 04.2001 -
Skills
Stakeholder Management
Active listening
People Management
Planning
Adaptability
Communication
Influencing skill
Change management
Delegation
Conflict resolution
Emotional Intelligence
Performance maximization
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Customer Service Manager
Centiro Solution
11.2019 - 07.2021
Delivery Manager
Centiro Solutions
09.2018 - Current
Software Engineer
Atos India Pvt Ltd
12.2014 - 08.2018
Bachelor of Science - Computer Science
ITM University
04.2001 -