Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Accomplishments
Timeline
Generic
SARASWATHI D

SARASWATHI D

Bangalore

Summary

Dynamic Service Delivery Leader with a proven track record in strategic sourcing and driving operational efficiency across diverse business functions. Demonstrates exceptional skills in collaborative team management and analytical problem-solving, leading to substantial enhancements in service delivery operations. Expertise in risk management and stakeholder engagement ensures strong corporate governance and high customer satisfaction levels. Committed to leveraging these competencies to further elevate organizational performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Supply Chain Operations Manager

Natwest Group
Bangalore
10.2024 - Current
  • Implemented clear and effective planning strategies to meet supply chain needs, meet demand and optimize distribution.
  • Strengthened contracting data management with improved evaluation methods.
  • Designed indicators for assessing process efficiency.
  • Developed procedural documentation to streamline workflows and enhance productivity.

Supply Chain Delivery Manager

NatWest Group (RBS Ltd)
Bengaluru
08.2022 - 09.2024
  • Knowledge and expertise in contract law, and legal risk relevant to the supply chain and delivery operations.
  • Managed a broad range of projects with emphasis on Marketing, sponsorship, Consultancy initiatives and NWG branding campaign contracts across UK regions.
  • Managed a project valued at £2,500,000 across the UK and India regions.
  • Utilized supply chain techniques to enhance business strategy and outcomes.
  • Applied category leadership expertise to execute strategic initiatives.
  • Consistently developed strong working relationships through effective communication.

Supply Chain Manager

IBM India Pvt. Ltd.
Bengaluru
02.2017 - 08.2022
  • Managed UK pooled accounts and technical accounts in Global Technology Services and Global Business Solutions as Functional Manager.
  • Evaluated and approved suppliers for IBM software in supply chain and procurement.
  • Managed people functionally across the supply chain for over six years.
  • Contributed to the Annual Account Growth Plan through active engagement in Quarterly and Annual Spend Boards.
  • Analyzed sourcing buyer results to ensure data governance effectiveness.
  • Spearheaded strategic initiatives for cost optimization in procurement processes.
  • Initiated corrective actions for underperforming suppliers to improve efficiency.
  • Coordinated resource allocation to achieve quarterly budget goals.

Service Delivery Manager

ANZ Support Services India Pvt. Ltd.
Bengaluru
03.2015 - 12.2016
  • As a functional manager, Oversaw Service Delivery across multiple departments including Marketing, Learning, Recruitment, Onboarding, Risk Management and Quality.
  • Carried out trend analysis by calibrating escalations, quality control, and risk data.
  • Addressed recurring escalations, known mistakes, and top pain points from a business/process perspective.
  • Collaborated with stakeholders to find sustainable solutions for pain points.

Returns Management Specialist (Escalation Management)

Flipkart Internet Pvt. Ltd.
Bengaluru
08.2014 - 02.2015
  • Assisted the escalation team, and served as the service desk lead and first-line management.
  • Safeguarded customer satisfaction and loyalty.
  • Managed returns based on Flipkart's return policies.
  • Contributed to the development of customer support strategies and plans.
  • Enhanced targets according to SLAs and SLOs.

Incident & Problem Management Lead

IBM India Pvt. Ltd.
Hyderabad
08.2010 - 09.2013
  • Enhanced team performance metrics by increasing focus on customer satisfaction, reducing FCR rates, and minimizing defects.
  • Assisted clients with IBM Symantec endpoint security and antivirus; installed IBM programs on various MS Windows operating systems.
  • Successfully led a team of 18 motivated members to assist the pooled account through IBM at the second-highest technical level.
  • Executed root cause analysis (RCA) and served as an escalation point for incident resolution and change requests (RFC).
  • Enhanced SLA targets for incidents (especially during outages, high-priority changes).
  • Spearheaded creation and oversight of issue resolution mechanisms to enhance operational efficiency.

Education

Bachelor of Engineering And Information Technology - Information Technology

Jawaharlal Nehru University
Hyderabad
01.2010

Skills

  • Corporate Governance
  • Analytical Problem-Solving
  • Collaborative Team Management
  • Operations management
  • Strategic Sourcing and Indirect Procurement
  • Efficient Resource Management
  • Risk, Legal, and Compliance
  • Creative Problem Solver
  • Skilled Communicator
  • Cross-Functional Collaborator
  • Strong customer focus
  • Multitasking and time management

Certification

  • Supply Chain Analytics Foundations ( PMI)
  • Strategic sourcing of suppliers ( PMI)
  • IT Infrastructure Library (ITIL) Foundations V3, PeopleCert, 2015
  • Cognitive Services Foundation - Practitioner, IBM Acclaim, 2020
  • IBM Enterprise Design Thinking – Practitioner, IBM Acclaim, 2020
  • IGNITE membership for Quality & Test, IBM Acclaim, 2020

Languages

  • English
  • Hindi
  • Kannada
  • Telugu

Personal Information

Date of Birth: 09/08/88

Accomplishments

  • IBM CEO recognition Award- 2019 - Service operations and delivery

Timeline

Supply Chain Operations Manager

Natwest Group
10.2024 - Current

Supply Chain Delivery Manager

NatWest Group (RBS Ltd)
08.2022 - 09.2024

Supply Chain Manager

IBM India Pvt. Ltd.
02.2017 - 08.2022

Service Delivery Manager

ANZ Support Services India Pvt. Ltd.
03.2015 - 12.2016

Returns Management Specialist (Escalation Management)

Flipkart Internet Pvt. Ltd.
08.2014 - 02.2015

Incident & Problem Management Lead

IBM India Pvt. Ltd.
08.2010 - 09.2013

Bachelor of Engineering And Information Technology - Information Technology

Jawaharlal Nehru University

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