SANJAY KUMAR ROY
Pune
Summary
Motivated Service Delivery Manager with 20 years of experience in ITSM & ISMS.
Having experience as implementor & auditee for ISO 9001 QMS; ISO 20001 ITSMS; ISO 14001 EMS. With keen interest in subject pursuing ISO 27001 Lead Auditor & CISM certification.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Precision Techserve Pvt. Ltd.
Pune
06.2021 - Current
- Ensured SLA compliance and maintained service delivery quality standards.
- Developed and implemented strategies to improve customer satisfaction levels.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Coordinated activities between departments to ensure smooth service delivery process.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Established relationships with external stakeholders to support service delivery operations.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Reviewed existing service level agreements and proposed changes when necessary.
- Maintained records of customer interactions and complaints for future reference.
- Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
- Developed operational policies and procedures related to service delivery management.
- Analyzed customer feedback surveys results to identify opportunities for improvement.
- Implemented strategies for continuous improvement of services based on customer feedback data.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Managed service delivery expectations.
- Established policies and strategies for resource allocation and infrastructure while managing service delivery expectations.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
- Developed strategies and policies for resource infrastructure and allocation.
- Monitored and managed desktop support, IT services and VIP support functions to boost performance.
Service Delivery Manager
Aforeserve.Com Ltd.
Pune
09.2019 - 06.2021
- Oversaw service delivery for multiple accounts in Maharashtra & GOA region.
- Supervised service delivery of Key BFSI accounts i.e. SBI Bank; SBI Life Insurance.
- Orchestrated Governance polices & documentations
- Facilitated IRDA Audit clearance.
- Stabilized & supervised Vendor management.
Territory Manager
Karvy Innotech Ltd. (Formerly known as HCL SERVICES LTD.)
Pune
10.2015 - 09.2019
- Regional Manager of Maharashtra & Chhattisgarh
- Responsible to develop business and partner eco system to support growing business
- Key Accounts Managed were from BFSI & manufacturing Industry
- Oversaw Bajaj Allianz Life Insurance project.
- Negotiated contracts with new clients while maintaining existing business relationships.
- Resolved customer complaints promptly and professionally.
- Ensured compliance with company policies regarding pricing, promotions, warranties, returns.
- Identified areas of improvement for increasing efficiency of operations within the region.
- Met or exceeded established targets for revenue growth month over month.
- Implemented processes that ensured timely delivery of services to customers.
Senior Manager After Sales & Service
POWER ELECTRONICS
Pune
11.2014 - 10.2015
- Heading After sales & service department
- Responsible for after sales & service revenue
Branch Manager
F1 Info solution & Services Pvt Ltd.
Pune
04.2013 - 10.2014
Operations Manager
Aforeserve.com Ltd., Pune (Maharashtra)
Pune
09.2008 - 03.2013
Marketing Executive
HCL Infosystems Ltd
Lucknow
10.2006 - 01.2008
Service Delivery Manager
Aforeserve.Com Ltd
Lucknow
02.2003 - 10.2006
Education
MBA - Operations Management
IICT
Lucknow01-2008
Bachler of Commerce
Calcutta University
KolkataSkills
- IT Service management
- Client Relationships
- Effective listening and communication
- Workload Management
- Customer Satisfaction
- Client Needs Assessments
- Project Implementation
- Process flow validations
- Business Analysis
- Contract Management
- Vendor Management
- Continuous Improvement
- Workforce Management
- Documentation
- Project Management
- Effective Communication
- Adaptability and Flexibility
- Time Management
- Decision-Making
- Written Communication
- Service Improvement Analysis
Personal Information
- Title: SENIOR INFORMATION TECHNOLOGY SERVICES MANAGEMENT PROFESSIONAL
Languages
- English
- Hindi
- Bengali
- Mrathi
Certification
2021 Digital Transformation Officer- Certificate ID:-22169 Dated: 06/10/2021 By –GSDC.
Certified DevOps practitioner- Certificate ID:-22168 Dated: 29/09/2021 By –GSDC.
Certified Agile Scrum Foundation- Certificate ID:-22167 Dated: 24/09/2021 By –GSDC.
Certified Cloud Computing Foundation- Certificate ID:-22160 Dated: 30/09/2021 By –GSDC.
Certified Data Science professional- Certificate ID:-22165 Dated: 05/10/2021 By –GSDC.
Certified Cyber Security Foundation- Certificate ID:-22163 Dated: 04/10/2021 By –GSDC.
2017 PRINCE2 Practitioner (2017) CANDIDATE NO: -9980026835388676 from Novel Vista Learning Solutions Pvt. Ltd.
2011 ITIL V3 Foundation Certified.
Accreditations
Got accolades from customers for best service delivery.
Constant SLA achiever.
Crisis manager.
References
References available upon request.
Timeline
Service Delivery Manager
Precision Techserve Pvt. Ltd.
06.2021 - Current
Service Delivery Manager
Aforeserve.Com Ltd.
09.2019 - 06.2021
Territory Manager
Karvy Innotech Ltd. (Formerly known as HCL SERVICES LTD.)
10.2015 - 09.2019
Senior Manager After Sales & Service
POWER ELECTRONICS
11.2014 - 10.2015
Branch Manager
F1 Info solution & Services Pvt Ltd.
04.2013 - 10.2014
Operations Manager
Aforeserve.com Ltd., Pune (Maharashtra)
09.2008 - 03.2013
Marketing Executive
HCL Infosystems Ltd
10.2006 - 01.2008
Service Delivery Manager
Aforeserve.Com Ltd
02.2003 - 10.2006
MBA - Operations Management
IICT
Bachler of Commerce
Calcutta University
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