Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Work Availability
Quote
Timeline
Hi, I’m

Sajeev Sudarsan

Service Delivery Manager, Project Management
Sajeev Sudarsan

Summary

Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.

Resourceful Project Manager with 17+ years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget and financial management.

Overview

18
years of professional experience
6
Certifications
5
Languages

Work History

Tata Consultancy Services
Bangalore

Service Delivery Manager, Project Manager
11.2007 - Current

Job overview

  • Worked in multiple projects in TCS under various roles such as Service Delivery manager, project management, Service desk manager, Transformation/Automation lead, Jira administrator, Presales, Subject matter expert, and Service desk agent.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Plan for account and customer specific strategies and come up with strategic solutions for successful implementation of project initiatives.
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
  • Responsible for overall delivery of services as per agreements and contracts with customer in scope
  • Experience in building RFP solutions for new projects - Solution documents, transition planning, transition handbook, customer presentation of the proposed solution
  • Create and execute project work plans and revise as appropriate to meet changing needs and requirements
  • Experience in handling large and multi cultural team as currently managing a team of 100+ associates from Budapest, Hungary
  • Using design thinking approach, implemented an IT Service Portal for the end users, with an intuitive design which improved the Self-service portal usage.
  • Automated password reset using the UiPath RPA Bot and eliminated human intervention for the robotic task
  • Experience in enhancing the Knowledge Base in ITSM tool with implementation of best practices to improve the knowledge base utilization
  • Automated Joiner/Mover/Leaver process using Service Now scripting and auto routing of tickets to level 2 team
  • Continual service improvement ensuring process improvements and automations to enhance end user experience and improve the productivity of the associates
  • Implemented process for analyzing repeated incidents and recommended/Implemented permanent fix

Convergys Pvt Ltd
Bangalore

Technical Support Specialist
10.2006 - 11.2007

Job overview

  • Provided Technical support to Clients from US
  • Supporting end users in solving issues related to
  • Microsoft products
  • Involved in setting new products and value added services to customer

CLI3l Ltd
Bangalore

Technical Support Engineer
11.2005 - 10.2006

Job overview

  • Supporting People PC dial up connection project
  • Analyzing root causes of issues raised by the customer and working out contingency plan to avoid issue reoccurrence
  • Awarded for achieving the highest CSAT score for 8 continuous months.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Performed root cause analysis of reported issues to enact corrections.

Slash Support Pvt Ltd
Chennai

Technical Support Engineer
04.2005 - 11.2005

Job overview

  • Supporting VONAGE (VOIP) project
  • Provided technical support on VOIP devices and
    assisting with the device configuration
  • Responsible for supporting US customers
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Education

Visvesvaraya Technological University
India

Bachelor of Engineering from Mechanical Engineering

University Overview

Skills

    ITIL

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Accomplishments

Accomplishments
  • ACHIEVEMENTS , TCS - Star of the Year award - 2021 (Budapest, Hungary TCS Delivery center) Awarded Star of the year for the best performer in ITIS Unit in Budapest, Hungary for 2021
  • 20% Cost optimization till now through various
    automation and improvement initiatives. Product
    owner for an IT service portal deployment,
    generating additional revenue to the company
    and improving the Self-service utilization from
    15% to 40%
  • Techno wit 2014 Champions held in Think
    Campus location
  • TCS - Awarded Best team by Nielsen Clients
    during 2013 and2014
  • TCS - Nieozon Internal team competition –
    Winners from 2010 till 2013
  • Supervised team of 100+ staff members.

Certification

Design Thinking E2 Certified

Interests

Travelling

Reading Books

Playing and watching cricket

Availability
See my work availability
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evening
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Quote

Paying attention to simple little things that most men neglect makes a few men rich.
Henry Ford

Timeline

Design Thinking E2 Certified

08-2022

HDI support center manager (Trained)

10-2013

Lean Six Sigma Green Belt Certified

03-2013

CCNA

02-2010

ITIL V3

08-2008

Microsoft Certified Professional (MCP)

06-2008
Service Delivery Manager, Project Manager
Tata Consultancy Services
11.2007 - Current
Technical Support Specialist
Convergys Pvt Ltd
10.2006 - 11.2007
Technical Support Engineer
CLI3l Ltd
11.2005 - 10.2006
Technical Support Engineer
Slash Support Pvt Ltd
04.2005 - 11.2005
Visvesvaraya Technological University
Bachelor of Engineering from Mechanical Engineering
Sajeev SudarsanService Delivery Manager, Project Management