Travelling
SANDEEP RAVAL
Bangalore,Karnataka
Summary
Dynamic professional with 15+ years of versatile experience in Continuous Improvement, technical support, service desk management, project management, service transition and service delivery management. Well versed in ITIL Concepts - Incident, Problem/ Change Management, Supplier/Vendor Management, Service Delivery & Operations Management. Transition of Process CoE from Arizona to Honeywell Bangalore location. Proven ability in optimizing resource utilization and management of day-to-day project activities in compliance to delivery schedules.Skilled in review of deliverables prior to passage to clients and implementation of methodologies for enforcement of project standards.Efficient Team Leader & Player, combining communication, interpersonal & problem solving skills with analytical, decision-making and leadership capabilities to enhance organizational objectives
Overview
19
19
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Customer Relationship Manager AME Region
Standard Chartered Global Business Services
Bangalore, Karnataka
04.2020 - Current
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Oversaw daily operations to ensure high levels of productivity.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Maintained energy and enthusiasm in fast-paced environment.
- Govern Information Technology Master Service Levels Review
- Manage Client Escalation across Technology and Innovation Services provided in 4 domains viz Business IT Services, Infrastructure Service , Information Security Services and Information Technology Service Management
- Drive Transformation Projects liaising with Service Support teams for improvements in areas of Digitization, Cloud Migration , Obsolescence, Productivity and Operational Efficiency
- Reporting and MIS for Service Level Performance KPIs for Standard Chartered Technology Function to Countries
Operational Excellence Manager - Lean Champion
PHILIPS INDIA PVT LTD / Philips Global Business Services
Chennai, TamilNadu
06.2015 - 04.2020
- Responsible Lean Transformation Progression against targets for both Phase exits and Metric Improvements
- The responsible area (BG, MG, Factory, Office, etc.) Lean Transformation Strategy in terms of Deployment plan and capability building, Lean Certification Ratio (Certified versus Trained) for Accounting Operations across Record to Report, Procure to Pay and Credit & Cash Collection Processes including Philips locations and Supplier Delivery Centers
- Support the execution of the deployment plan: - Determine knowledge and competence gaps and enable training and resource as necessary - Make all Stakeholders aware of ‘off-standard’ issues (e.g Head of CI, Lean Champion, Site Leader, etc.)
- Capture, document and share best practice, transferring knowledge across deployment sites and cross sector
- Build a network of external Lean/ CI best practices and consultants
- Maintenance and improvement of the Lean Deployment Model Standard Work
- Global Project Manager for deploying Issue Management Process between Philips AccOps and Suppliers using ReSolve (Register and Solve) virtual platform across all markets and domains in all Philips centers and Partner Delivery Centers
- Responsible for driving KPI improvements in Issue Management across PtP, RtR , CnC , FPnA Accounting Operations Processes within GBS and SLA Management with Suppliers, Vendors
- Driving GBS Monthly Performance Review for GBS ( RtR and IT Functions), closure of actions , improvement plan with functional leads on month on month basis
- Set up Management Control and Reporting System (MCRS) Map for Center of Excellence and Market Facing Organizations for 2019
- Create Governance for driving 8% Productivity target for IT and RtR functions and achieve month on month funnel planned savings through the year
- Coordinate PIA Audit & ICS Compliance , Action items closure, Governance to closure and sustenance monthly Market leads and Head of Finance Reviews (12 markets)
- Support Automation opportunities with ESSA Model towards Productivity , Cost achievement targets for GBS Finance and Vendors
- Lead Kaizen Events and Value Stream Mapping workshops across Philips GBS sites in Finance, IT and SCM domains to drive Process, Productivity and Standardization objectives per Annual Improvement Plan
- Lead POEM Program (Philips Operations Excellence Maturity Model) for GBS Chennai and Manila per AOP targets
Service Transition
CAPGEMINI INDIA PVT LTD
Bangalore, Karnataka
03.2014 - 06.2015
- 111
- Transition New Clients acquired by Capgemini, to ITIL Framework
- Create Process documentations, Process & Procedures for In Scope processes during Transition Phase
- Expertise in responding to RFPs, scoping and estimating the project, developing project plan, etc
- Train Delivery Team on ITIL processes and onboarding from Transition to RUN phase
- Review Client Process maturity & implement Continual Service Improvement of RUN Accounts
- Provide Service Management Scope Estimation , Solutioning for bidding New Accounts
- Create RFP documentation with Service Management Offerings for New Pursuits
- Handle Change process and procedures for Internal Command Center changes for Transition and Sustain Accounts.
- Publish reports like FSC, Scheduled , PIR results for Command Center Changes
- Manage Release process for Command Center Releases – Risk, Impact analysis
- Manage Release Rollout in Production ensuring Zero Production Impact
- Manage weekly Staffing plan for Process team , Transition /Pursuit effort forecasting against Resource availability
Process Lead Change, Release and Capacity Mgmt.
ACCENTURE INDIA PVT LTD
Bangalore, Karnataka
02.2013 - 02.2014
- Managing team of 20 members supporting Change , Release and Capacity Management
- Review of RFCs from Operations team for infrastructure support, upgrades, maintenance, and break fix activities across 28 Accenture locations in India
- Deploying effective CAB and Release Governance process within Accenture to ITIL standards
- Publishing Change and Release Mgmt
- Reports – FSC report, Failed Changes, CMDB update Report, Unauthorized change report, Monthly Change and Release dashboard to senior leadership and stakeholders
- Internal audit of RFCs and driving process improvement, awareness initiatives for compliance with outlined Process and Procedures around Change and Release
- Handling additional people management responsibility of Change, Release and Capacity team members
- Coordinate with ITSM tools team for Change Module related tool enhancement, customizations in support of new initiatives for Process improvements
- Work with internal process governance team for periodic review of Change, Release & Capacity documentations in SharePoint sites – requirement of artifacts and updates for internal and external audits.
Process Center of Excellence Lead
HONEYWELL TECHNOLOGY SOLUTIONS INDIA PVT LTD
Bangalore, Karnataka
09.2008 - 02.2013
- CoE Lead - Incident/ Problem, Provide leadership to the geographically dispersed global, Process Team rendering support to the Remedy 7.5 Change Management activities in 5 Strategic Business Units in Honeywell across EMEA, US, CANLA and APAC Regions
- Involved in review/ approval of RFCs for five Honeywell Strategic Business Groups to ensure compliance to organizational policies/ procedures for Remedy Change Management based on HITS ITSM framework
- Liaise with Change Coordinators in day-to-day change related activities within the Change Team
- Review Change Process & Process documentation to ensure compliance to internal & external audits
- Develop & implement various change management strategies based on situational awareness and impacts
- Conduct/ participate in various meetings based on business requirements
- Implement Year End Freeze plans with SBG representatives; define processes to manage changes during freeze period
- Optimize resource utilization to ensure compliance to SLA parameters; ensure prompt resolution of issues through development & implementation of remedial measures
- Render weekend on call support for emergency changes; perform CI Add/ CI Modify requests in Remedy 7.5 CMDB
- Maintain updated Global Asset & Configuration Wiki Site /Share point; monitor changes for decommissioning of CIs; validate with users/ business and perform end of life updates for CIs
- Design Standard Operating Process document for Standard No Impact Changes and preparation of process documents
- Coordinate with various support teams in generation of reports for the senior leadership team and other stakeholders aligned to business requirements
- Involved in generation/ review of monthly of PVI (Partner Value Index), Scorecard for Change and Configuration Processes with respective Service Owners
- Maintain monthly average Partner Value Index (PVI) of 7.8+ for Change and Configuration Processes
- Conduct internal audits for projects under Process CoE; identify areas of improvements for projects under RUN Operations Portfolio
- Impart process trainings for teams in Change & Configuration Management.
System Operations Specialist
IBM INDIA PVT LTD
Bangalore, Karnataka
04.2007 - 08.2008
- Ensured compliance to SLA parameters, problem/ change management processes and monitored life cycle of incidents
- Focused on prompt resolution of escalated issues
- Liaised with clients in review of monthly performance
- Represented the organization in governance calls with the client, vendors
- Conducted root cause analysis of recurring issues; documented & implemented changes
- Generated weekly Change Management Statistics; led quality improvement and trend analysis
- Rendered Service Delivery Reporting support to the management organization
- Functioned as Member of KPI Quality Auditing team involved in audit of problem/ change tickets, conducted training sessions for non-performing teams
- Managed operations as RAG Coordinator involved in preparation/ compilation of RAG report for various reports, conducting day to day RAG meetings, reporting on IGA RAG status to Global DPE & Executives
- Conducted trend analysis on pervasive issues/ failed changes across IGA accounts.
Quality Analyst Specialist
AMERICA ONLINE MEMBER SERVICE PVT LTD
Bangalore, Karnataka
04.2003 - 03.2007
- Ensured compliance to quality standards & other SLA parameters in coordination with US counterparts
- Monitored errors, deviations & implemented remedial measures across the AOL Technical support teams
- Monitored performance of agents and rendered productivity enhancement feedback
- Rendered feedback to Operations about individual agent performance and give remedial measures to improve the quality standards
- Conducted training sessions based on business requirements
- Generated various reports for the senior leadership team.
Education
Bachelor of Science - Science (Industrial Chemistry)
M G University
Kerala 05.1999 - 06.2002
Customer Relationship Manager – Service Level - undefined
04.2020 - Current
Skills
Six Sigma Lean - Continuous Improvement
Lean principles
Project coordination
Critical Thinking
Quality assurance
MS Office
Problem-Solving
Training and Development
Accomplishments
- Successful execution of Philips Phased Lean Deployment (Phase 1 and Phase 2) in Supplier Organization Model lines PtP , RtR and CnC
- Realized 17% Productivity Savings through Process improvements, Standardization and Simplification of complex processes in RtR and PtP
- Developed Lean Capability in Supplier Model lines (RtR and PtP) through Lean Basics, Value Stream Mapping, Daily Management and Problem Solving Workshops
- Achieved 80% of targeted ILU Matrix defined through execution of Phased Lean Model Deployment
- Creating a strong Kaizen and Continuous Improvement culture through various initiatives like Kaizen of the Month contests globally, locally at model line sites
- Achieving
- Successful deployment of Global Issue Management tool across 18 markets in Philips and 4 Delivery Centres in Supplier Organization for PtP, RtR , CnC , Indirect Tax and Statutory Accounting Processes
- Trained and Coached 10+ Lean Leadership trained candidates through their 30:60:90 Projects through Problem Solving, A3 methodologies
- Driven Hoshin Objectives and Cascading for Indian Sub-Continent Market for Accounting Operations
- Implementation of Daily Management with Leading and Lagging KPIs tied to Hoshin KPI Bowling Chart for supported Lean Model Sites
- Driven successful implementation of Knowledge Management Portal and Work Instructions Governance across my lean deployment supported model lines in Philips and Delivery Centres in Supplier Organization
Certification
Certified Lean Six Sigma Black Belt from GAQM
Interests
Reading
Cricket
Timeline
IELTS Band 8
11-2021
Certified Lean Six Sigma Black Belt from GAQM
01-2021
Lean Six Sigma Black Belt
01-2021
ITIL V4 Foundation Certified
05-2020
Customer Relationship Manager AME Region
Standard Chartered Global Business Services
04.2020 - Current
Customer Relationship Manager – Service Level - undefined
04.2020 - Current
Lean Expert
09-2017
Lean Advanced Certification
09-2016
Operational Excellence Manager - Lean Champion
PHILIPS INDIA PVT LTD / Philips Global Business Services
06.2015 - 04.2020
Service Transition
CAPGEMINI INDIA PVT LTD
03.2014 - 06.2015
Process Lead Change, Release and Capacity Mgmt.
ACCENTURE INDIA PVT LTD
02.2013 - 02.2014
Process Center of Excellence Lead
HONEYWELL TECHNOLOGY SOLUTIONS INDIA PVT LTD
09.2008 - 02.2013
System Operations Specialist
IBM INDIA PVT LTD
04.2007 - 08.2008
Quality Analyst Specialist
AMERICA ONLINE MEMBER SERVICE PVT LTD
04.2003 - 03.2007
Bachelor of Science - Science (Industrial Chemistry)
M G University
05.1999 - 06.2002