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 Managementundefined
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
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