Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic

Selvaganesan Rajashanmugam

Chennai

Summary

Seasoned Service Delivery Manager and Project Manager with 19+ Years of experience in e-Commerce, Digital and Omni Channel transformation, Point of Sale Solution, CRM Implementations for major retailers and Sports Goods Retail Customers with extensive experience in define and deliver the Solutions. Performance-oriented professional with proven track record in enhancing service delivery by bringing in new ideas, developing business by providing customer centric solution, offering solutions through acute problem-solving skills, managing service delivery , delivering contractual obligation , providing insights to the leadership team for decision making, driving results through exceptional team-building skills and managing relationships with customer and other stakeholders.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Continuous Service Improvement Lead-Offshore

Nike Inc
Chennai
06.2023 - Current

Spearheaded transformation initiatives across applications, service desk, and deskside support.

Streamlined process steps to eliminate redundancies and enhance performance through problem management.

Service Delivery Manager -Offshore

AcademySports+Outdoors
Chennai
01.2015 - 05.2023

Delivered application support while ensuring strict adherence to SLA agreements and contract obligations.

Achieved service delivery improvements that reduced overhead costs sustainably.

Enhanced operational performance by streamlining processes and addressing redundancies through effective problem management.

Managed incident and change processes to prevent disruptions effectively.

Controlled production gating throughout project stages to lower transition risks.

Pioneered continuous service enhancements targeting people, processes, and tools.

Service Delivery Manager

Duty Free Shoppers - Singapore
Chennai
10.2013 - 12.2014

Optimized service delivery for sustainability while achieving reductions in overhead costs.

Enhanced operational processes by eliminating redundancies to drive performance improvement.

Directed production gating processes to manage risks during project transitions effectively.

Contributed significantly to DFS Strategic Initiative Loyalty Project's smooth transition to support team.

Created comprehensive communication and escalation matrices for all stakeholders involved.

Accountable for ongoing service enhancements focused on people, processes, and tools.

Development Portfolio Manager

Duty Free Shoppers - Singapore
Chennai
01.2013 - 09.2013

Managed annual budgets of up to $4M and led cross-functional teams exceeding 30 members.

Oversaw development and support of internal application enhancements with diverse methodologies and technologies.

Prioritized projects for Application Development team, aligning efforts with organizational goals.

Conducted resource forecasting, tracked efforts, and prepared metrics to ensure project quality.

Developed proposals and Statements of Work (SOW) adhering to Project Management Principles.

Coordinated end-to-end delivery across eight teams to create effective solution strategies.

  • Handled monthly billing, invoicing, contract amendments, and BCP planning activities.
  • Ensured compliance with C2 standards while managing multiple concurrent initiatives.

Development Manager

Duty Free Shoppers - Singapore
Chennai
05.2012 - 12.2012

Owned end-to-end delivery management for offshore projects.

Conducted peer and quality reviews to ensure high standards.

Developed high-level design documents and coordinated design reviews.

Managed client expectations, following up on action items to prevent rework.

Gathered initial business requirements and created solution designs integrating existing DFS systems.

Reviewed estimations for proposed solutions to ensure feasibility.

Tracked development cycles, ensuring adherence to delivery timelines.

Coordinated user acceptance testing during BETA phase and trained users effectively.

Enhancements Manager - Onsite

Duty Free Shoppers - Singapore
Singapore
09.2011 - 04.2012

Successfully gathered business requirements and designed solutions compatible with existing DFS infrastructure.

Monitored 500K USD project budget to ensure adherence to financial guidelines.

Led change request management from initiation through closure across all relevant technologies.

Facilitated user acceptance testing during BETA period, delivering comprehensive user training.

Partnered with business systems and clients to strategize release planning effectively.

Directed release management processes, managing deployment along with necessary pre- and post-deployment activities.

Optimized change management procedures to increase the efficiency of enhancement releases.

Assumed responsibility for overall project delivery, ensuring weekly customer updates on DFS enhancements.

Enhancements Project

Duty Free Shoppers - Singapore
Chennai
02.2008 - 09.2011

Managed comprehensive offshore delivery operations.

Produced high-level design documents from business specifications.

Evaluated rough order of magnitude (ROM) and coordinated task assignments within development team.

  • Oversaw peer review sessions and sign-off procedures for all deliverables.

Sr.Developer & Subject Matter of Expert

Duty Free Shoppers - Singapore
Chennai
09.2006 - 01.2008

Created essential project documentation to ensure clear communication among stakeholders.

Performed preparation analysis, coding, and unit testing at the project's outset.

Handled all responsibilities for environment analysis and configuration as the only team member.

Identified optimal technical solutions by analyzing complex requirements during division setup.

Facilitated user coordination to provide effective resolutions for various issues encountered.

Functioned as point of contact for all project-related questions and concerns.

Directed enhancement initiatives for new division, resulting in four successful implementations.

Progressed to SME role, acting as a liaison between business needs and IT execution while developing technical specifications.

Education

Master of Science - Software Science

Periyar University
Tamil Nadu
04-2004

Skills

  • Service management
  • Process optimization
  • Risk management
  • Budget oversight
  • Change management
  • Incident resolution
  • Stakeholder engagement
  • Cross-functional collaboration
  • Team leadership
  • Project coordination
  • Customer support
  • Customer service
  • Budget management

Certification

ITIL – Foundation 3 – 2018

Microsoft Azure – Cognizant Certification AS900 – Fundamentals and Assessments

Certified ScrumMaster® - Certificate ID: 001296017, certification active through: 21 December 2023

Accomplishments

  • The Titans - 2013

The Incredibles - 2012

Associate of the Year - 2013

Guiding Light - 2013

Best Delivery Excellence Award for Project Managers - Retail SC, RCG-NA -2016

Affiliations

  • Business Development :

Pursuit handling – responding to proposals by providing customer-centric solutions in the field of process implementation, customer experience, digital assurance, test automation, test data management, test management tool implementation, and DevOps

Won ITO deal worth $80 million – proactive pitch in late 2016 for converting StaffAug into annuity business

Won Oracle reclassification worth $4 million during 2015 – well-structured merchandise classification

Strategy – transformation strategy, alliance and partnership strategy, and business growth strategy

Organizational activity – handling customer visits, award programs, skill enablement programs

Timeline

Continuous Service Improvement Lead-Offshore

Nike Inc
06.2023 - Current

Service Delivery Manager -Offshore

AcademySports+Outdoors
01.2015 - 05.2023

Service Delivery Manager

Duty Free Shoppers - Singapore
10.2013 - 12.2014

Development Portfolio Manager

Duty Free Shoppers - Singapore
01.2013 - 09.2013

Development Manager

Duty Free Shoppers - Singapore
05.2012 - 12.2012

Enhancements Manager - Onsite

Duty Free Shoppers - Singapore
09.2011 - 04.2012

Enhancements Project

Duty Free Shoppers - Singapore
02.2008 - 09.2011

Sr.Developer & Subject Matter of Expert

Duty Free Shoppers - Singapore
09.2006 - 01.2008

Master of Science - Software Science

Periyar University
Selvaganesan Rajashanmugam