Pruthvi M Simha
Service Delivery Manager
Bangalore
Summary
Intelligent Service Delivery Manager with 18 years of experience in Technical Support Industry, Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Senior Service Delivery Manager
HP Inc
04.2018 - 02.2020
- Heading delivery team of 20 Tech Leads and Analysts globally supporting customers across APJ,and AMS regions
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Work closely with PQMs, Product specialists , Field teams , Country teams to ensure seamless support experience for customers efficiently
- Support Implementation, POC’s, White boarding
- Navigate, escalate and lead efforts on complex customer projects involving diverse teams
- Accountable to achieve Service Level Agreements (SLA), OLA’s, TAT and Quality
- Report out metrics, Analyze trends to staff, support and forecast by Data Analysis
- Managing all Escalations, engaging suitable resources for quick resolution, RCA & proactive measures to achieve 100% Quality, ensure that the agreed KPI’s, Service and Operational levels with users and key stakeholders are met
- Initiate, influence and maintain effective relationships with and between key internal and external stakeholders to proactively manage needs and work under Matrix reporting
- Accountable as Value Creation and Continuous Improvement lead to derive benefits out of ideas and changes
- QBR’s with stakeholders on performance, adoption, strategies, automation and enhancements
Service Delivery Manager
HP Inc
Bangalore
04.2013 - 03.2018
- Handling a team of 50 front line engineers and Tech leads supporting Consumer printing products
- Build mechanisms for ensuring that the customer issues are handled efficiently and effectively
- Work closely with PQMs, Knowledge management teams for enhanced solutions on the web and Contactless solutions
- Ensure that the customer satisfaction and revenue performance is maintained consistently
- Perform stretch goals for Hi Potentials, regular meetings with the team on identified job motivators, identify risk of loss with reasons, (classroom/online) sessions as part of development goal for every team member
- Ensuring that the revenue is sustained and Increased by launch of new programs
Technical Support Consultant II
HP PPS
02.2009 - 03.2013
- Supporting HP Design jet Plotters of Customers located in UK, Ireland and RSA and providing E2E resolution for the same
- Handling escalations
- Monitoring calls of techs and providing feedback for improving support to increase FTF and improve Customer sat
- Attending the E2E, FTF calls with PL30 specialists and updating the team with takeaways from it
- Checking case backlogs and taking necessary action to reduce the same.
Technical Support Consultant
HP Inc
Bangalore
04.2004 - 02.2009
- Support for Business Inkjet Printers Front Line support to resolve issues with Business inkjet printers
- Handling escalations on customer issues
- Followup on escalations to CEO Resource Desk Knowledge Management
- Mentoring of New engineers
- E2E case handling and Management
- Creating and Updating solutions in support database
Education
Apprenticeship Under NCVT -
MICO
Banaglore India 03.1996 - 03.1999
Skills
ITIL
Certification
Diploma In Computer hardware from jetking
Career summary
Technically skilled professional with 7 years of experience in People Management, Technical Support, Service Delivery, Account Management, Customer Support (Mission Critical), Managed Services, ITIL, Project Management, Continuous Improvement, SLA/OLA Management, Reporting, KPI’s, Accountability, Collaboration, Coordination
Gained experience in Exceptional customer support ,People Management ,SLA management cross functional engagement ,stake holder management and post-sales support
Experience in effective knowledge base management for effective self-solve and contactless solutions.
Efficient in building relationships with key decision makers, seizing control of critical problem areas, delivering on Customer commitments by collaborating with cross functional teams WW.
Successful in reorganizing, streamlining and strengthening existing operations, identifying inefficient processes, implementing best solutions to improve quality and on-time delivery of Services as well as enhance department efficiencies amidst fast-paced working environments
Goal setting, performance coaching, appraisals, resolving employee issues, training, processes, reporting, mentoring team members in technology, domain knowledge & evaluating development through attained goals
Timeline
Senior Service Delivery Manager
HP Inc
04.2018 - 02.2020
Service Delivery Manager
HP Inc
04.2013 - 03.2018
Technical Support Consultant II
HP PPS
02.2009 - 03.2013
Technical Support Consultant
HP Inc
04.2004 - 02.2009
Apprenticeship Under NCVT -
MICO
03.1996 - 03.1999
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