SHANMUKHI VAMMI
Project Manager / Service Delivery Manager
Summary
Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Project Manager
Kyndryl
09.2021 - Current
- Achieved project deadlines by coordinating with contractors to manage performance.
- Met project deadlines without sacrificing build quality or workplace safety.
- Managed projects from procurement to steady-state.
- Planned, designed, and scheduled phases for projects.
- Developed and initiated projects, managed costs, and monitored performance.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Reported regularly to managers on project budget, progress, and technical problems.
- Monitored project progress, identified risks and took corrective action as needed.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Identified plans and resources required to meet project goals and objectives.
Project Manager
IBM (IT Services and IT Consulting)
04.2018 - 08.2021
- Same as above (Kyndryl – Project Manager) as IBM transitioned to Kyndryl
- Achieved project deadlines by coordinating with contractors to manage performance.
- Met project deadlines without sacrificing build quality or workplace safety.
- Managed projects from procurement to steady-state.
- Planned, designed, and scheduled phases for projects.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Prepared and submitted project invoices for review and approval.
- Reported regularly to managers on project budget, progress, and technical problems.
- Provided detailed project status updates to stakeholders and executive management.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Monitored project progress, identified risks and took corrective action as needed.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Service Delivery Manager
IBM (IT Services and IT Consulting)
06.2013 - 04.2018
- Encompasses overseeing Incident Management & Service Delivery for related accounts
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Coordinated new hire recruitment, training and development.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Coordinated and led internal and external site team meetings.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Supervised operations of 24-hour customer service desk staffed by 90+ team members.
- Facilitated completion of deliveries and verified documentation.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Contributed to internal and external account reviews.
Incident Manager
IBM (IT Services and IT Consulting)
07.2011 - 06.2013
- Maintain and improve incident response time to meet or exceed defined Service Level Agreements (SLAs).
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Communicated regularly with customers concerning data exchange and technology integration.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Technical support – Level 2
IBM (IT Services and IT Consulting)
04.2010 - 07.2011
- Effectively troubleshoot and manage production incidents.
Technical Support Specialist
Wipro
12.2008 - 02.2010
- Handle inbound (B2C) calls from end users regarding HP Desktops
Education
Bachelor of Science - Computer Science
Andhra University
Visakhapatnam 05.2000 - 05.2003
Skills
Incident ManagementTransition ManagementProject ManagementSLA CompliancePerformance TrackingPlanning & SchedulingLiaison & CoordinationVendor/Stakeholder ManagementTeam ManagementBudget forecast (basic)Create project plans and documents to outline project expectations, scope, schedule, and timeline requirementsFamiliar with working on Agile project management techniquesFamiliar with Value Stream Mapping (VSM) and Agile practices & implementationTeam & People managementClient reviews and audits
Project Planning
Document Management
Work Flow Planning
Resource Allocation
Risk Management
Schedule Management
Root Cause Analysis
Staff Management
Cross-Functional Collaboration
Project Planning and Development
Stakeholder Communications
Meeting Facilitation
Project Scope Analysis
Performance Improvements
Agile Methodology
Coaching and Mentoring
Customer Relations
Scope Management
Certification
ITIL Foundation
Personal Information
Nationality: Indian
Timeline
Project Manager
Kyndryl
09.2021 - Current
Project Manager
IBM (IT Services and IT Consulting)
04.2018 - 08.2021
Service Delivery Manager
IBM (IT Services and IT Consulting)
06.2013 - 04.2018
Incident Manager
IBM (IT Services and IT Consulting)
07.2011 - 06.2013
Senior Technical support – Level 2
IBM (IT Services and IT Consulting)
04.2010 - 07.2011
Technical Support Specialist
Wipro
12.2008 - 02.2010
Bachelor of Science - Computer Science
Andhra University
05.2000 - 05.2003