Srilakhmi G
Service Delivery Manager
Bangalore
Summary
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Service Delivery Manager
Kyndryl
10.2021 - Current
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Leading, mentoring & monitoring the performance of team members; setting up and maintaining Quality to Process targets; ensuring higher productivity and meeting individual & group targets
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Facilitated completion of deliveries and verified documentation.
- Ensuring utilization of existing resources and manpower; planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis
- Taking initiatives through various programs to ensure that the team adheres to all the policies and procedures; ensuring skills enhancement and development of every individual in the team
- Coach, mentor, motivate, appraise and supervise team members and influence them to take correct action and accountability for their assigned work.
Capacity and Availability Lead
Hewlett Packard
09.2017 - 09.2021
- Oversee the day to day operations relating to Capacity Management., (performance reports, incidents, outages regarding capacity)
- Provide all stakeholders with capacity projections to fulfill their Capacity Management roles and responsibilities
- Create, maintain, review and distribute the Capacity plan in accordance with the Capacity requirement projections Business Forecast Requirements
- Identifying and implementing process improvements and integration enhancements
- Consolidate reports from Service Providers to develop end-end Service Capacity reports
- Review Capacity issues and recommend enhancements, (exception reports, and performance and usages reports, top polluters report)
- Ensure Process KPI/SLA are reviewed at agreed timeframes and analyze for further improvement or additions with customer approval
- Create and manage regular trainings for process awareness and process compliance
- Regular interaction with customer to keep customer abreast of the changes or the current state of the infrastructure via regular ITSM FORUM MEETINGS With all stakeholders’ participation
- As Availability Manager, ensure all IT services meet availability target levels
- Developed Availability Management Process document, defined reporting Templates
- Performing Availability Management for all the critical Applications, Sites & Services
- Ensure that availability-related incidents and problems are addressed along with Corrective & Preventive Action Plans
- Produces and maintains an Availability Plan
- Review KPI/SLA are at agreed frequency and analyse/review for improvement
- Received “Team Spirit” award for constantly displaying a positive attitude and supporting other customer during crisis scenario during leave period
- Received Award for performance excellence, consistent high quality of work and output.
Change and Configuration Lead
Hewlett Packard
09.2010 - 09.2017
- Overall ownership of the Change Management and Configuration Processes as per ITIL framework and ISO20k compliance
- Initiate and coordinate actions required to maintain or improve capacity across IT units
- Communicate Change plans & requirements to all levels of the Client and HP organizations - from senior leadership to operations
- Responsible for all official documentation related to the Change and Configuration Management process definition, design & maintenance and operations process documentation and updating the same on Share Point after the required approvals
- Prepare Configuration reports related to CMDB and compliance of the systems
- Meeting with Delivery Leads/Technical Owner and Customer
- Created Contact Matrix, Escalation Matrix and Daily Workflow Models for Change Management template for account specific purpose
- Performance/Achievements
- E Awards received for in appreciation of outstanding efforts for demonstrating adequate leadership in handling the end to end Configuration management for 3 accounts, which are critical to HPs business
- Auditee in the ACE audit for 2 accounts, all of which were certified Fully Compliant (No NC or OFI).
Security & Compliance Consultant
Accenture Services Pvt. Ltd
09.2007 - 09.2010
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Functional responsibility of ensuring compliance for Identity and Access Management (IDAM) stream, for the client from DXC side
- Oversight of all associated compliance and audit requirements
- Responsible for monitoring the Onboarding of resources from DXC into Bank environment / provision of their accesses and periodically monitoring the roles, as part of Identity & Access Management governance
- Ensuring continuity of services during crisis situations.
Change Consultant
IBM India Pvt. Ltd
09.2004 - 09.2007
- As a Change Manager acts as the day-to-day interface into the Change Management Process and is responsible for ensuring the execution of the process
- Preparation of Account documents and presentation
- Led teams of analysts to evaluate, plan and execute projects.
- Developed solutions to address complex issues and operational gaps.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested
- Performance / Achievements:
- Business Trip to North Harbor for ITSM - Change Management) Process Implementation and successfully completed the assignment
- Received BRAVO – Best Team Award for 2006
- This was received as recognition for successfully leading the transitioning team for the Service support process (Change Management).
Education
B.Com - Finance
Bangalore University
06.2000 - 04.2003
Skills
Continuous Improvement
undefinedTimeline
Service Delivery Manager
Kyndryl
10.2021 - Current
Capacity and Availability Lead
Hewlett Packard
09.2017 - 09.2021
Change and Configuration Lead
Hewlett Packard
09.2010 - 09.2017
Security & Compliance Consultant
Accenture Services Pvt. Ltd
09.2007 - 09.2010
Change Consultant
IBM India Pvt. Ltd
09.2004 - 09.2007
B.Com - Finance
Bangalore University
06.2000 - 04.2003
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