Sageer Ahmed
New Delhi
Summary
Service Delivery Manager with 16+ Years of IT Industry Experience, Leading Cross-Functional Teams in Business Intelligence, SharePoint Services, and Web Application Development to Drive Operational Excellence and Client Satisfaction. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Sopra Steria India
02.2017 - Current
- Managing cross-functional teams of 20+ members, ensuring seamless onshore/offshore collaboration and adherence to project goals and commitments
- Working closely with various functional teams to translate business requirements into optimized semantic layers, reports, and dashboards
- Guiding teams in planning, implementation, and execution strategies, thus fostering highly effective collaborations and customer satisfaction
- Initiated strategic partner relationships, identifying new business opportunities, and contributing to a 10% growth in the project pipeline
- Implemented consultative and customer-oriented relationship strategies that solidified client retention and fetched two multi-year contracts
- Consistent Quality delivery assurance with continuous improvements and implementing industry best practices
Delivery Lead
European Patent Office
01.2019 - 05.2020
- Successfully executed Hosted Filing Submission (HFS) project by ensuring quality and no major bugs
- Client has appreciated for the quality excellence
- Collaborated with other vendors like WIPO for smooth integration for ePCT
- Zero defect Deliveries by ensuring 100% coverage of test scenarios along with coordination with testing team and applying Technical debt
- Coached team with business expectations by closely working with Business Analyst
- Closely worked with EPO’s UX team to deliver the high-quality user experience
Project Lead
European Patent Office
02.2017 - 12.2018
- Successfully executed eDFS project by delivering expected outcome added with high efficiency accuracy search and annotation management facilities
- Managed end to end delivery with added support for release management
- Closely monitored team member’s task and their performance
- Support over CI/CD tools like Jenkins, GIT, Bit bucket and SonarQube
Project Lead
SDG Corporation
Noida
08.2010 - 02.2017
- GECID (GE Capital Invest Direct) enhanced the features of GEIP phase-I, which featured the Term Notes as well as Demand Note products
- It provides facility to transfer funds to and from investment to Bank Accounts
- Provides online facility to personal, joint, trust as well as business investment by quick invest, quick redeem and auto invest mode
- Implemented and Managed fast track customer complaint resolution after GO Live
- Created User Interaction to Add, View and Edit External Bank Account module
- Implemented functionality to Add, View and Edit External Bank Accounts
- Implemented functionality to verify bank account by either Trail deposit(CDV) mode or Instant verification(IAV) provided by Yodlee services
Senior Consultant
GE Capital Financial
11.2011 - 12.2012
- GE Interest Plus provides online facility to register Investment and link new Bank accounts to transfer funds with Quick Invest and Quick Redeem facility
- It also provides Auto Investment feature to invest monthly to grow money
Senior Consultant
GE Capital Financial
08.2010 - 10.2011
- EService SWISS Secure Messaging as a new feature of eService which allows existing registered users to be able to send a variety of messages, through a secure manner, to Customer Service Representatives
- Provide facility to compose new email, Send email, View emails and delete emails with Inbox and Sent mailboxes
Software Engineer
CoreLogic
Bangalore
03.2008 - 08.2010
- Company Overview: CoreLogic earlier known as First India Corporation (subsidiary of First American Corporation)
- Loan Boarding and Maintenance Portlet provides a functionality to upload Loan contract information, property details, contact details and also provides the view edit and update functionality for each category
- Reference Document Portlet is a FAC product that provides a functionality to upload, search, view and download documents
- Reference Document Portlet is part of GO portal
- The objective of Reference document was to use as a common platform to upload the documents that can be used by different applications like SMARTWeb, Wingspan and PLS
- CoreLogic earlier known as First India Corporation (subsidiary of First American Corporation)
Education
PG Diploma - Advanced Computing
CDAC ACTS
Bangalore02-2008
B.Tech. - IT
Integral University (UPTU)
Lucknow05-2006
Intermediate - CBSE
Jawahar Navodaya Vidyalaya
Bahraich05-2000
HSC - Science
Jawahar Navodaya Vidyalaya
Bahraich05-1998
Skills
- Project Management
- Service Delivery Manager
- Customer engagement
- Cross-functional Team
- Business Intelligence
- Stakeholder Management
- Budgeting & Forecasting
- Billing & invoicing
- Data analytics
- Service level agreement management
Certification
- Certified Scrum Master (CSM) by Scrum Alliance.
- Certified Gen AI fundamentals by Databricks.
- Certified AI for All by Sopra Steria Academy.
- PMI Agile Certified Practitioner.
Accomplishments
- Implemented a continuous improvement strategy that resulted in a 20% reduction in errors and a 10% reduction in costs.
- Improved service delivery efficiency by 20% through process automation and optimization, resulting in significant cost savings.
- Improved user satisfaction rates by 30% through the adoption of improved service delivery processes.
- Strategy Devised and executed client relationship strategies securing extension of same contracts with key client.
Rewards & Badges
- Applauded with Pinnacle for implementing Service Improvement strategies.
- Rewarded with Pinnacle twice row for Service delivery excellence.
- Rewarded 2 times with team excellence FALCON for overall quality and delivery excellence.
- Customer Delight for outstanding Customer Satisfaction by improving people skills, processes and technology.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Delivery Lead
European Patent Office
01.2019 - 05.2020
Service Delivery Manager
Sopra Steria India
02.2017 - Current
Project Lead
European Patent Office
02.2017 - 12.2018
Senior Consultant
GE Capital Financial
11.2011 - 12.2012
Project Lead
SDG Corporation
08.2010 - 02.2017
Senior Consultant
GE Capital Financial
08.2010 - 10.2011
Software Engineer
CoreLogic
03.2008 - 08.2010
- Certified Scrum Master (CSM) by Scrum Alliance.
- Certified Gen AI fundamentals by Databricks.
- Certified AI for All by Sopra Steria Academy.
- PMI Agile Certified Practitioner.
PG Diploma - Advanced Computing
CDAC ACTS
B.Tech. - IT
Integral University (UPTU)
Intermediate - CBSE
Jawahar Navodaya Vidyalaya
HSC - Science
Jawahar Navodaya Vidyalaya
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