Rajthilak Duraipandi
Service Delivery Manager
Chennai,TN
Summary
A visionary Service Delivery Manager and transformation leader with 14 years of experience, including over 5 years in customer service leadership roles, driving operational excellence and elevating customer satisfaction across global IT and healthcare domains. I excel in taking on and managing significant responsibilities for service continuity. I specialize in re-engineering service delivery models, improving processes through strategic automation, and cultivating high-performing, resilient customer service teams through proven leadership and people management abilities, ensuring discipline in execution. My brand is built on leveraging data-driven insights to monitor performance (tracking service metrics and KPIs), fostering seamless cross-functional collaboration (working with sales, marketing, logistics), and ensuring uninterrupted high-quality service where complex problems are swiftly resolved issues that directly impacts business growth and client loyalty. Seeking to lead and innovate within a forward-thinking organization, with a proactive mindset and customer-focused approach.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Manager (Service Delivery)
Thryve Digital Health LLP
01.2023 - Current
- Spearheaded the strategic transformation of a global service delivery model, successfully shifting ticket handling from a 60:40 (West to East) to an impressive 90:10 workload distribution, optimizing resource allocation and ensuring high-quality service and operational discipline.
- Championed team capability building, designing and implementing targeted cross-training programs, thereby supervising, guiding, and supporting customer service staff to boost team performance and adherence to best practices.
- Elevated service management practices through the integration of ITIL V4 best practices, empowering the team to effectively manage and proactively resolve user/customer-raised tickets with enhanced efficacy and procedural discipline.
- Drove strategic expansion of East-based operational ownership, progressively transitioning from 100% incident management to 90% service request fulfillment, demonstrating robust regional capability for customer needs met professionally and taking on increased responsibilities.
- Leveraged advanced data analytics to monitor performance, pinpoint process inefficiencies, and identify automation opportunities, leading to substantial operational cost savings and improved processes for consistency and efficiency.
- Executed strategic automations that resulted in a remarkable 50% reduction in monthly incident volume, enhancing system stability and enabling timely and effective resolution of issues.
- Optimized operational efficiency and directly boosted customer satisfaction through continuous process improvements and targeted automation, leading to measurable positive feedback.
- Cultivated effective stakeholder engagement and collaborated across teams (e.g., development, operations), delivering compelling executive presentations showcasing team capabilities and accomplishments, ensuring cross-functional alignment for a smooth customer experience.
- Prepared and presented reports on team performance and service trends to senior leadership, providing report insights for data-driven decisions.
- Established a robust localized on-call support infrastructure in the East, assuming critical responsibilities for comprehensive 24/7 service coverage and rapid response for critical incidents.
- Consistently achieved and exceeded Key Performance Indicators (KPIs), meticulously tracking performance metrics and providing feedback and support to drive improvements.
- Managed complex customer concerns and handled escalations, leading resolution efforts to mitigate impact and uphold stringent Service Level Agreements (SLAs); resolved issues promptly.
- Identified recurring service issues through root cause analysis and implemented solutions with discipline to continuously improve customer satisfaction.
Senior Consultant (Support Analyst)
Thryve Digital Health LLP
12.2020 - 12.2022
- Initiated and led data-driven process improvement initiatives, resulting in a significant reduction in ticket volume and a saving of 3,000 operational hours, enhancing overall efficiency and responsiveness.
- Provided expert guidance and mentorship to the support team, fostering continuous improvement processes in service delivery workflows and technical acumen, instilling procedural discipline.
- Delivered comprehensive performance analytics reports to leadership, providing critical visibility into team metrics and performance against targets.
- Served as the Single Point of Contact (SPOC) for all ticket-related activities, assuming direct responsibilities for efficient task allocation, resolution, and adherence to ITIL standards for customer ticket handling.
- Managed team resource utilization effectively within allocated monthly hours, promoting Lean Six Sigma adherence and ensuring metrics stayed within control limits for efficiency and consistency and team discipline.
- Acted as the primary point of contact for high-priority stakeholder inquiries, addressing critical questions and ensuring timely and effective resolution of incidents and escalations; effectively resolved issues impacting service.
- Achieved 100% customer satisfaction by consistently ensuring the team met and exceeded performance metrics and service delivery expectations, focusing on high-quality service.
- Conducted thorough Root Cause Analyses (RCA) on recurring service issues, implementing permanent corrective actions with discipline to prevent future occurrences and enhance system reliability.
Associate (Support Analyst)
Cognizant Technologies Solutions
05.2019 - 12.2020
- Managed and optimized IBM DataPower Gateway deployments, ensuring configuration and provisioning aligned with organizational requirements and industry best practices for secure integration and high-quality service delivery, demonstrating technical discipline.
- Proactively monitored the health, performance, and resource utilization of DataPower appliances, identifying and resolved issues related to performance bottlenecks to ensure consistent service and smooth customer experience.
- Implemented robust security policies and controls on DataPower appliances, guaranteeing the confidentiality, integrity, and availability of sensitive financial data and critical services, supporting customer needs met professionally through a disciplined approach.
Systems Engineer
Tata Consultancy Services
05.2016 - 05.2019
- Led a team responsible for ensuring seamless customer operations, supervising and guiding junior engineers to deliver high-quality service for end-users.
- Managed client relationships by ensuring consistent system availability and proactively addressing potential issues to meet their operational needs professionally.
- Contributed to process improvement by documenting standard operating procedures and identifying areas for enhanced efficiency in system monitoring and maintenance.
- Monitored performance of critical systems, proactively identifying and resolving potential issues before they impacted service delivery.
- Collaborated across teams (e.g., network, database) to ensure smooth system functionality and resolve complex technical challenges impacting service availability.
- Resolved issues related to system performance and availability, implementing timely fixes and conducting root cause analysis.
- Took responsibility for maintaining the stability and security of critical customer-facing systems.
- Demonstrated discipline in adhering to ITIL standards for incident and problem management.
- Focused on maintaining system uptime to ensure uninterrupted high-quality service for customers.
- Proactively monitored system health and rapidly troubleshot technical failures, demonstrating a customer-focused approach.
- Worked collaboratively within the team to ensure timely and effective resolution of technical incidents.
System Engineer
Tata Consultancy Services
11.2013 - 05.2016
- Supported the team lead in ensuring customer operations by managing critical system configurations and ensuring optimal performance, contributing to high-quality service.
- Contributed to managing client relationships by ensuring system stability and addressing technical queries efficiently.
- Followed established processes for system management and issue resolution, ensuring consistency in service delivery.
- Contributed to monitoring performance of systems, identifying potential issues and escalating them as needed.
- Collaborated with cross-functional teams to resolve issues and ensure smooth system operations.
- Took responsibility for assigned technical tasks and ensuring their timely completion.
- Demonstrated discipline in adhering to technical procedures and documentation standards.
- Focused on resolving technical issues promptly to minimize impact on customer service.
Subject Matter Expert (Customer Service)
Lycatel BPO
04.2011 - 05.2013
- Functioned as an Assistant Team Leader, actively guiding and supporting a team of customer service representatives.
- Monitored and evaluated customer interactions for quality assurance, ensuring strict adherence to high-quality service standards and coaching the team to meet customer needs professionally.
- Managed team availability through efficient shift rostering, optimizing resource allocation to ensure continuous service coverage.
- Demonstrated exceptional commitment by consistently extending shifts to achieve and exceed operational and customer satisfaction goals.
- Assisted in training and onboarding new customer service representatives, assuming responsibilities for ensuring high team performance and adherence to high-quality service standards.
- Advocated for customer needs and preferences within the organization, contributing to improved processes that enhanced customer satisfaction and proactively resolved issues identified from feedback.
Education
Bachelor of Technology - Information Technology
Anna University
Chennai, India 04.2001 -
Skills
Customer Service Management & Leadership
Certification
ITIL V4 Foundation
Timeline
Manager (Service Delivery)
Thryve Digital Health LLP
01.2023 - Current
Senior Consultant (Support Analyst)
Thryve Digital Health LLP
12.2020 - 12.2022
Associate (Support Analyst)
Cognizant Technologies Solutions
05.2019 - 12.2020
Systems Engineer
Tata Consultancy Services
05.2016 - 05.2019
System Engineer
Tata Consultancy Services
11.2013 - 05.2016
Subject Matter Expert (Customer Service)
Lycatel BPO
04.2011 - 05.2013
Bachelor of Technology - Information Technology
Anna University
04.2001 -
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