SFDC
Sarthak Sudhir
Service Delivery Lead
Gurgaon
Summary
Diligent Delivery lead with over 10 years of overall experience and strong background in program management. Successfully led cross-functional teams to deliver complex projects on time and within scope. Demonstrated leadership and strategic planning skills.
Overview
12
12
years of professional experience
Work History
Service Delivery Lead
Accenture
10.2018 - Current
- Lead multiple engagements with clients for their technical consulting requirements.
- Managing the opportunities with new and existing clients, and proactively advising the clients on strategic issues by providing them with emerging practices relevant to their businesses.
- Deepen the relationship with existing accounts to grow them, and generate additional revenue streams. Growth is targeted at 20%.
- Develop RFP responses strategically to ensure that deliverables, prototypes, and timelines will be acceptable to the clients.
- Efficiently oversee the delivery of programs and manage the project financials, which include revenue forecasts, budget control, resource utilization, managing clients' expectations, and restricting budget overruns.
- Ensuring compliance with industry standards and regulations through rigorous quality control measures.
- Ensuring personal development of the teams by conducting engagement activities.
- Conducting Executive Business reviews outlining the achievements of the teams and way forward.
- Ensuring optimization by focusing on continuous improvement, innovation, and change adaptation as per business needs.
- Ensuring contract compliance, such as project audits, client data protection (CDP) actions, and representation letters, are documented monthly, quarterly, or half-yearly as per the contract.
Program Manager, Customer Experience
Accenture
06.2018 - Current
- Managed cross-functional teams of 50 people for successful project completion within deadlines and budgets.
- Spearheaded innovative problem-solving techniques that addressed continuous client escalations, resulting in effective resolution measures.
- Create automated dashboards for easy reporting and data accessibility using PLX and Looker Studio.
- Act as the escalation manager for stakeholders, and create strategies with the team to identify process gaps and address them with an effective action plan.
- Define processes, KPIs, and OKRs, such as quality, SLA, utilization, and adoption of process.
- Implemented risk management strategies to mitigate potential barriers to project success.
Team Lead, SFDC
Accenture
06.2018 - 10.2018
- Gathering requirements from the client in the implementation of the SFDC CRM system.
- Managing end-to-end sprints using AGILE and ensuring the delivery of requirements and necessary documents, such as SRS updates, Business Requirement Documents, Use Cases, Technical Design Documents, Test Scripts, and Release Notes, to the business.
- Designing reports and dashboards in SFDC for data analysis.
Business Analyst
Tata Consultancy Services
08.2013 - 08.2016
- Conducted interviews with key business users to collect information on business processes and user requirements, and to understand how these will technically fit into the existing design.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
Education
MBA - Marketing
Birla Institute of Management Technology
Greater Noida 07.2016 - 05.2018
Bachelor of Technology - Electronics and Communication
Rayat And Bahra Institute of Engineering And Technology
Mohali, PB 07.2009 - 07.2013
XII -
MGN Public School
Kapurthala 01.2007 - 01.2009
X -
Christ King Convent School
Kapurthala Town, PB 03.2006 - 03.2007
Internship - Marketing
INTERNSHIP
New Delhi 03.2017 - 06.2017
Skills
Business Management
Strategic Planning
Attention to detail
Natural leader
Service delivery optimization
Customer satisfaction
Escalation management
Critical thinking
Additional Information
- Accenture Tech Star winner for being the top performer in FY'23.
- Two times Accenture Ace Award winner. FY'21 and FY'22
- Was awarded with the Rock Star Rookie Award by the Senior Management of TCS for leading the project team and delivering a quality product.
Software
Looker
Gemini
SQL
Timeline
Service Delivery Lead
Accenture
10.2018 - Current
Program Manager, Customer Experience
Accenture
06.2018 - Current
Team Lead, SFDC
Accenture
06.2018 - 10.2018
Internship - Marketing
INTERNSHIP
03.2017 - 06.2017
MBA - Marketing
Birla Institute of Management Technology
07.2016 - 05.2018
Business Analyst
Tata Consultancy Services
08.2013 - 08.2016
Bachelor of Technology - Electronics and Communication
Rayat And Bahra Institute of Engineering And Technology
07.2009 - 07.2013
XII -
MGN Public School
01.2007 - 01.2009
X -
Christ King Convent School
03.2006 - 03.2007