Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rahul Pillay

Pune,MH

Summary

Dynamic Service Delivery Manager with a proven track record at Tata Consultancy Services, excelling in customer satisfaction and process optimization. Skilled in data analytics and effective problem-solving, I have successfully streamlined operations, enhancing service quality and retention rates while fostering a culture of continuous improvement within teams.

Intelligent Service Delivery Manager with [Number] years of experience in [Industry]. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Service management professional with extensive expertise in delivering and optimizing service operations. History of streamlining processes and improving client satisfaction through robust project management and strategic initiatives. Focused on team collaboration and achieving results, known for adaptability and reliability.

Knowledgeable [Desired Position] with robust background in managing service delivery operations. Proven track record in enhancing service efficiency and driving team productivity through strategic planning. Demonstrated ability in stakeholder management and process improvement.

Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.

Overview

19
19
years of professional experience

Work History

Service Delivery Manager

Tata Consultancy Services
11.2014 - Current
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
  • Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
  • Assisted in the development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
  • Planned and managed full [Type] project lifecycles, from conception through final completion.
  • Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
  • Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
  • Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.

Process Leader

Capita India Pvt Ltd
01.2010 - 11.2014
  • Implemented best practices in process management, leading to significant improvements in overall operational efficiency.
  • Collaborated with cross-functional teams to identify opportunities for process improvements and cost reductions.
  • Created detailed documentation of processes, allowing for easy replication across various teams within the organization.
  • Facilitated communication between departments to promote collaboration on shared goals and streamline decision-making processes.
  • Established and managed trial projects to deploy updated processes.
  • Collected and reviewed engineering data to assess needs and recommend solutions.
  • Mapped process workflows to enhance understanding of procedures.
  • Developed and enhanced personnel work instructions to clear up confusion and boost performance.
  • Developed automation tools to improve efficiency, eliminate waste and free up labor hours for other needs.
  • Analyzed data to identify trends, monitor progress, and make informed decisions on necessary changes to drive results.
  • Led root cause analysis efforts to address issues within the production process, identifying corrective actions for long-term resolution.
  • Streamlined workflow for increased productivity through regular process evaluations and adjustments.
  • Initiated change management strategies that led to successful adoption of new technologies or methodologies across departments.

Team Leader

IBM, Global Business Services
10.2006 - 12.2009
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Developed and executed training programs that significantly improved team skills and morale.

Education

Bachelor of Commerce - Financial Accounting

St Vincents College
Pune India
04-2007

Skills

  • Data analytics
  • Incident analysis
  • Customer satisfaction
  • Case documentation
  • Customer engagement
  • Client engagement strategies
  • Business analysis
  • Comprehensive project management
  • Process optimization
  • Risk mitigation planning
  • Highly skilled in [software]
  • Proficient in [software]
  • Effective problem-solving development
  • Teamwork and collaboration
  • Problem-solving abilities
  • Excellent communication
  • Interpersonal skills

Languages

Marathi

Timeline

Service Delivery Manager

Tata Consultancy Services
11.2014 - Current

Process Leader

Capita India Pvt Ltd
01.2010 - 11.2014

Team Leader

IBM, Global Business Services
10.2006 - 12.2009

Bachelor of Commerce - Financial Accounting

St Vincents College
Rahul Pillay