Saravanakumar Yadav

• To review the new RFP/RFI that falls under the Service Desk area with a TCV of more than $5 million, and to highlight and mitigate the risks before the transition.
• To review and redline Service Desk solution documents from the solution team.
• These include documents such as the Scope document, SoW, SLAs, Technical Solution document, and RFP Response/QnA response documents, etc.
• To ensure staffing and banding are done correctly, considering the SLAs, support window requirements, etc., throughout the deal tenure, and to highlight risks before the submission date.
• To highlight risks in effort estimation, client SLA targets, and out-of-scope Service Desk activities that may have been proposed for any new deal.
• Experience reviewing over 250 new deals that have gone through various stages, such as RFI, RFP, Best and Final Offer (BAFO), Due Diligence, and Contracting.
• To maintain and update the Language Grid for deals where multilingual or multiple-location support is requested.
• To set up Cadence calls with SAs, Directors, and Practice heads, and highlight risks related to the deal.
• To highlight automation, connectivity, and voice solution-related risks to the appropriate component teams and get the sign-off on ownership.

Solution Design Activities.

• Liaised with the SD team to understand and translate client requirements into a solution offering, proposal, and cost estimate, leveraging standard processes.
• Collaborated with domains (Retail, CPG, Logistics, Sourcing, and Procurement, etc.) to create industry-specific service offerings.
• Facilitated as a member of the solution team, supporting sales teams to represent the solution offering to the client and other internal teams.
• Strategizing client visits and workshops: identifying the right stakeholders, and driving convergence between multiple teams.
• Helped the SD team build case studies capturing business problems, and delivered solution impact on the client’s business metrics and KPIs.
• Clearly define the model and inputs required to create a commercial construct based on the identified needs of the client, quantifying and articulating innovative, feasible business solutions to cater to their needs. Prepare the commercial model estimates while working with Enterprise Services, Service Delivery, Technology, Transition, and Pricing to deliver the defined scope of services.

Transition Coordination

• I participated in the hiring process and conducted the final round for TL and AM level candidates.
• I prepared the process definition (PD) and SOPs for a couple of Service Desk accounts at Infosys.
• Reviewed the MSA and SOW in the RFP stage, and coordinated with the legal and pricing teams for project acquisition.
• Coordinated with IT teams for tools and systems setup before the start of the transition.
• Participated in the KT phase and ensured that timelines are being followed for Go Live.

Operations Management.

• Resource Planning: Implemented the resource deployment, such as team size, span, and shift utilization, for all major accounts that I was associated with at Infosys and Mphasis.
• Manpower Training: Coached the TLs and AMs to identify training needs for associates to ensure competency development across domains, operations, and behavioral.
• Mitigated business risks by working closely with staff members and assessing performance.
• Prepared the KRAs to meet the operational objectives of the teams.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Responsible for mentoring, coaching, and developing the team, recognizing strengths and weaknesses, and developing our future leaders.
• Conducted regular meetings with department heads to review progress towards operational goals.
• Monitored progress by establishing plans, budgets and measuring results.

Quality Planning.

• Prepared the service quality plan, including the quality control, assurance, and improvement.
• Liaising with the Quality Manager on a weekly basis to discuss process improvement techniques.

• Company Overview: an HP company
• An HP company

• Handled a team size of two trainers and was responsible for their batches performances
• Maintained low attrition rate in each batch of all the 20 batches conducted at IBM Daksh
• Maintained low attrition rate in each batch of all the 12 batches that hit transition at Ventura
• Set clear expectation on attendance and ensured there were minimal attendance issues in the batch in both the organizations
• Delegated suggestions and duties to other team members regarding opportunities for improvement in work-related tasks and processes
• Creation of documentation for implemented processes