Samdani Shaik
HYDERABAD
Summary
Highly skilled Service Delivery Lead with over 12 years of experience in overseeing IT service delivery, driving process improvements, and ensuring exceptional client satisfaction.
Proven expertise in managing cross-functional teams, optimizing operations and aligning service delivery with organizational goals.
Extensive experience in implementing ITIL frameworks and Lean Six Sigma principles for process optimizations and service .Adept at managing SLA's, KPI's, and delivering projects within scope, schedule & quality standards.
Strong leadership skills with a focus on team development, stakeholder collaboration and operational efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Operations Analyst
Accenture
08.2015 - Current
- Working as a Service Delivery Lead supporting Google Maps, Google Store & Google Pixel operations, ensuring high quality service & SLA compliance.
- Developed and maintained service delivery processes, identifying inefficiencies and implementing Lean Six Sigma solutions.
- Analyze and maintain all client service level agreements and implementing improvement plans as needed.
- Participate in regular business reviews, communicate overall objectives, and present service and operational efficiency reports to ensure customer operational and capacity requirements are met.
- Identify and eliminate inefficiencies within processes using tools like Lean Six Sigma to streamline operations and improve overall efficiency.
- Fostering positive and collaborative team culture by promoting teamwork and encouraging professional development and growth.
- Monitoring infrastructure service performance & continuous improvement initiatives to enhance efficiency and effectiveness.
- Oversee delivery efforts, including change management and operational support, while ensuring adherence to schedules, quality standards, and SLAs.
- Provide coordination/communication support to delivery or product lead ensure quality team(s) to commitments.
- Implementing initiatives to improve employee morale, satisfaction & retention.
- Establishing clear and measurable goals for the team, aligning them with the overall company strategy.
- Manage key performance indicators (KPIs) such as customer satisfaction scores, average handling time (AHT), customer retention, and team productivity.
- Provide support for product launches and work cross-functionally with our NA site operations team to ensure customer needs are met through continuous process improvements.
- Providing technical leadership and guidance to the infrastructure team, ensuring that best practices are followed in the design, implementation and maintenance of IT infrastructure solutions.
Sales and Business Development Consultant
Masterfare, Commodore group
01.2012 - 02.2014
- Work with the sales teams and other colleagues to meet customer needs.
- Provide literature and information to clients concerning travel routes, fares and travel regulations.
- Resolving customer complaints via phone, email, mail or social media.
- Working with a customer service manager to ensure proper customer service is being delivered.
- Provide customers on sales promotion strategies.
- Tracking competition, analyzing product and pricing vis-à-vis competition to maintain and improve competitiveness.
- Conducting Market research- Meeting with customers to understand their, preferences and attitude towards the services.
- Business development for B2B business.
- Identify sales opportunities and ways to grow the business to inform clients.
- Provides customer with brochures and publications containing travel information.
- Represents Company at travel trade fairs and exhibitions in the UK and undertake other ad hoc activities as required.
Senior Process Associate
Wipro BPO
11.2008 - 02.2010
- Providing chat & call support on Hewlett Packard laptops/Desktops software and hardware problems.
- Customer service and support to international clients.
- Resolving customer support issues and providing customers with a solution, via troubleshooting techniques.
- Identifying sales leads and forwarding to sales teams for follow up and closure.
- Providing first level support on the basic operational or maintenance of personal computers and/or peripherals using available tools.
- Managing all open call cases and resolving in a timely manner.
- Documenting calls and chats clearly and accurately in the tracking database.
- Providing comprehensive troubleshooting, issue resolution and technical answers for product hardware and/or software issues and questions.
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts.
- Assessed risk factors in business processes, proposing mitigation strategies to minimize potential issues.
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
Education
Master of Arts - International Business Management
Middlesex University
London, United Kingdom.12.2011
Bachelor of Arts - Commerce
Kakatiya University
Hyderabad, India06.2008
Skills
- Process improvement skills: Lean Six Sigma (DMAIC), ITIL framework & Service management
- Strong business acumen, problem-solving, and project management skills: Proven ability to make strategic decisions
- Solutions-oriented approach with a successful track record in revenue generation, profitability, and customer satisfaction
- Visionary Leadership: Developed & fostered long term, high value client relationships by anticipating market trends & exceeding client needs
- Experience with people management with diverse cultural understanding and ability to work with global teams
- SLA & KPI monitoring and Improvement
- Risk Mitigation & change management
Certification
KPMG Lean Six Sigma Greenbelt Certified.
CSPO (Certified Scrum Product Owner)
Key Achievements
- Achieved 98% SLA compliance by introducing targeted training & process enhancements.
- Reduced incident resolution times by 30% through Robotic process automation and proactive training.
Timeline
Service Delivery Operations Analyst
Accenture
08.2015 - Current
Sales and Business Development Consultant
Masterfare, Commodore group
01.2012 - 02.2014
Senior Process Associate
Wipro BPO
11.2008 - 02.2010
KPMG Lean Six Sigma Greenbelt Certified.
CSPO (Certified Scrum Product Owner)
Master of Arts - International Business Management
Middlesex University
Bachelor of Arts - Commerce
Kakatiya University
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