
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.
Spearheaded transformation initiatives across applications, service desk, and deskside support.
Streamlined process steps to eliminate redundancies and enhance performance through problem management.
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.
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.
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.
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.
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.
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.
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.
ITIL – Foundation 3 – 2018
Microsoft Azure – Cognizant Certification AS900 – Fundamentals and Assessments
Certified ScrumMaster® - Certificate ID: 001296017, certification active through: 21 December 2023
The Incredibles - 2012
Associate of the Year - 2013
Guiding Light - 2013
Best Delivery Excellence Award for Project Managers - Retail SC, RCG-NA -2016
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