Summary
Overview
Work History
Education
Skills
Work Availability
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Timeline
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Priyanka Rai

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

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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 -

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Priyanka RaiDelivery Manager