Srinath M D

Accomplished Senior Consultant with 14 years of progressive experience in a single organization, evolving from technical roles to strategic leadership positions. Proven expertise in ERP implementation, stakeholder management, and service delivery across Manufacturing and Healthcare sectors. Adept at driving transformation through automation, change management, and cross-functional collaboration. Known for delivering high-impact projects and cultivating long-term client relationships.

Key Experience Highlights:

• Technical & Functional Expertise: Delivered end-to-end ERP solutions including SAP SD, SAP CRM, SAP Business One, SAP Basis, SAP PI, Hybris, and Dealer Management Systems; served as SPOC for DMS initiatives.
• Leadership Evolution: Progressed from Associate Consultant to Senior Consultant, taking on roles such as Team Lead, Service Lead, and Project Manager.
• Service Delivery Excellence: Managed service operations and delivery for global clients, ensuring SLA adherence and continuous improvement.
• Project Management: Led multi-million-dollar rollout and support projects with full ownership of budget, risk, and stakeholder alignment.
• Process Optimization: Spearheaded automation initiatives that reduced manual effort and improved reporting accuracy across business units.
• Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
• Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
• Identified key areas in need of improvement and implemented plans to rectify issues.
• Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
• Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.

Client: AkzoNobel, Netherlands.

Project: B2B Migration.

Role: Project Manager.

Duration: 3rd March 2025 – till date.

Overview:

Leading the B2B Migration initiative for AkzoNobel, overseeing the transition of enterprise interfaces from WebMethods to SAP Cloud Platform Integration (CPI). Responsible for orchestrating cross-functional teams and ensuring seamless cutover execution across global operations.

• Developed and executed comprehensive project plans for phased migration of B2B interfaces.
• Managed Build teams, Scrum Masters, and Cutover Managers to ensure agile delivery and operational readiness.
• Oversaw migration of legacy WebMethods interfaces to SAP CPI, aligning with enterprise architecture standards.
• Coordinated with internal stakeholders, customers, and external partners to resolve blockers and maintain cutover timelines.
• Delivered timely project communications and stakeholder updates to ensure transparency and alignment.
• Enabled scalable and cloud-native integration architecture by transitioning to SAP CPI.
• Improved cutover efficiency and reduced downtime through proactive coordination and risk mitigation.
• Strengthened stakeholder confidence through consistent communication and delivery governance.

Client: Carpenter Engineered Foams, North America.

Project: Infrastructure Build Out and SAP Carve Out.

Role: Project Manager.

Duration: 13th November 2024 – 28th February 2025.

Overview:

Led the SAP carve-out initiative for Carpenter Engineered Foams following the Recticel acquisition, overseeing infrastructure buildout across Markham and London Data Centers and SAP application carve out.

• Directed infrastructure setup including ECC AS/400 staging, BW4HANA, ESX hosts, storage, backup, and disaster recovery environments.
• Managed network rule configurations and Active Directory integration for seamless access and security.
• Oversaw SAP Basis operations and coordinated application-level projects including Unicode and EHP upgrades.
• Led SAP carve-out data migration ensuring minimal disruption and full compliance with business continuity plans.
• SAP Carve-Out Data Migration: Executed seamless data separation and migration from Recticel to Carpenter systems.
• Unicode Upgrade: Enabled multilingual support and future-proofing of SAP environments.
• EHP Upgrade: Enhanced SAP functionality and performance through strategic enhancement pack deployment.
• SAP ECC, BW4HANA, AS/400
• VMware ESX, Active Directory
• Backup & DR Solutions
• SAP Basis Administration
• Infrastructure & Network Setup

Client: Philips Healthcare, Netherlands.

Project: A3S

Role: Service Lead / Project Manager

Duration: 01st February 2019 – 31st October 2023

Overview:

Led SAP service delivery for Philips Healthcare’s Supply Chain & Functional Domains under the A3S contract, managing a complex ecosystem of applications, partners, and infrastructure across global operations.

• Owned full-stack service delivery across SAP and non-SAP platforms including SD, MM/WM, ABAP, PP/QM, FICO, CRM, NetWeaver MDM, and Informatica.
• Managed critical services such as HC I-CARE R3 (MCP), HC ULTRASOUND R/3 (PR1), HC ONE SAP DM (MPM), CF PDS, and HC ULTRAMOBILE.
• Manager Service Request for services such as HC ONE SAP R3 (MP1), HC I-IMAGING R3 (MBP), HC ONE SAP SPS (MP1).
• Coordinated with global partners (Wipro, Mindtree, AWS, Azure, BT, Orange) for infrastructure, operations, and application support.
• Oversaw incident, problem, and change management processes; ensured root cause analysis and remediation for high-risk changes.
• Delivered executive-level reporting and communication on service performance, compliance, and innovation metrics.
• Maintained CMDB, SD, and SMTD documentation; ensured alignment with Philips IT strategic architecture.
• Migrated services from GAIS to AWS Cloud (A3S Cloud Migration).
• Led SAP Support Stack Upgrade and Year-End Closure/Compliance projects.
• Automated password reset workflows and decommissioned legacy services.
• Enhanced system efficiency via EWA oversight, performance tuning, and data volume management.
• Monitoring: Grafana, Nagios, APM
• Automation: RPA
• Ticketing: ServiceNow, ChaRM/SolMan
• Security: OS patching, kernel/database updates, hotfixes
• Improved service availability and performance across critical healthcare systems.
• Delivered measurable productivity gains and cost reductions through automation and process optimization.
• Strengthened client relationships through strategic account planning and consistent delivery excellence.

Client: Tata Hitachi Construction Machinery Ltd (formerly Telco Construction Equipment Company Ltd)

Project: Dealer Management System (DMS)

Role: Team Lead & SAP CRM Consultant

Duration: 31st October 2011 – 6th October 2017

Overview:

Led the end-to-end deployment and support of SAP Dealer Management System across 40 dealerships, overseeing functional consulting, system integrations, mobile enablement, and team leadership. Acted as the solution architect and primary liaison for SAP CRM, SAP Business One, and ECC modules, maintaining service delivery within SLA and driving digital transformation at scale.

Issue Management & Support Coordination
Resolved user tickets via Remedy, OSD Tool, and Solution Manager.
Handled second-level escalations and mentored first-level support staff on SAP architecture and triage practices.
Updated knowledge bases and implemented Performance Improvement Plans (PIPs) to streamline repetitive tasks.

Client Engagement & Process Optimization
Regularly interfaced with dealership SPOCs in weekly/monthly reviews, analyzing as-is processes and defining to-be solutions.
Delivered Business Blueprints and Functional Specifications based on in-depth client consultations.
Managed change requests through to successful delivery, ensuring seamless adoption and performance.

SAP CRM Functional Consulting
Implemented and supported CRM Service Management and Sales Opportunity modules—including Service Call/Claim Management, Sales Quotation & Order processing.
Configured CRM Accounts in Web UI and extended CRM functionality via Web Services.
Conducted rigorous product testing with clients and developed user guides, test cases, and release documentation.

Mobility & Middleware Integration
Provided troubleshooting support for middleware and mobile CRM errors.
Managed mobile application rollout for Sales & Service transactions, empowering remote dealership operations.
Designed replication strategies and environments for mobile deployment.

Solution Architecture & Rollout Leadership
Spearheaded new dealer onboarding across CRM, PI, B1, and R/3 modules, including complete system configuration.
Delivered end-user training programs post-rollout, boosting adoption and system confidence.
Authored comprehensive documentation and process manuals to enhance the support framework.

Role: SAP CRM Consultant

Solution: Dealer Management System (DMS) across 40 dealerships

• Interacted with 40 regional dealerships to address SAP-related concerns and optimize CRM workflows.
• Managed service requests via calls and email; provided support for:
  SAP Business One
  SAP CRM
  SAP ECC

SAP PI

• Analyzed and resolved dealership issues; escalated advanced queries to second-level support when necessary.
• Maintained and delivered Daily, Weekly, and Monthly reports for performance and operational tracking.
• Supported Sales & Service Modules within SAP CRM and implemented the Dealer Management System (DMS) solution.
• Troubleshot technical issues from dealers and led resolution efforts.
• Managed Change Requests from analysis and documentation to solution design and impact assessment.
• Coordinated weekly meetings with business owners, presenting system performance and CRM enhancements.
• Maintained master data: Business Partners, Products, Organizational Units, and Territories.
• Administered user roles and authorizations, ensuring secure and tailored system access.
• Developed training material and conducted end-user training across dealership teams.
• Handled warranty tagging and equipment/vendor request loads.
• Provided SAP CRM User Interface guidance and navigation support.
• Offered end-to-end support in modules such as:
  Administration
  Sales Opportunities & A/R
  Purchasing & A/P
  Banking & Inventory
  Business Partners & HR
  Service Management & Reports
• Monitored Process Integration (PI) to ensure smooth system communication and error resolution.

Environment: 24/7 IT Support | Client-Facing Role | Elixir | Team Leadership

Key Responsibilities:

• Handled customer interactions with professionalism and rapid problem analysis during first-level technical calls.
• Supported 24/7 operations, coordinating with team members to maintain Service Level Agreement (SLA) compliance across all support functions.
• Served as Single Point of Contact (SPOC) for service desk operations, leading a team of support engineers and managing daily task flow.
• Trained junior staff on service desk protocols and troubleshooting techniques, building a high-performance support team.
• Used Elixir to log, manage, and close service tickets, ensuring end-to-end issue tracking.
• Coordinated with help desk teams, assigning tasks and monitoring closure statuses against SLA benchmarks.
• Installed, configured, and troubleshot various platforms and tools, including Windows XP / Linux, AT&T apps, Lotus Notes 7.0, and Same Time.
• Conducted basic network troubleshooting and resolved issues in Outlook, Lotus Notes, and MS Office environments.
• Created and maintained performance analytics: Daily Virus Reports, Weekly & Monthly Service Reports, and Process-Specific Dashboards.
• Escalated unresolved technical calls to higher-level support, ensuring timely resolution and client satisfaction.
• Maintained and audited the IT Asset Master, verifying assets for accurate documentation and inventory control.
• Responded to IT service request emails with clear communication and effective follow-through.

Resident Engineer – Global Franchise Architects Managed IT infrastructure and operations across multiple retail outlets in the GCC region, including Pizza Corner and Coffee World. Provided end-to-end support for POS systems, network connectivity, and store-level IT troubleshooting. Ensured minimal downtime and seamless customer experience through proactive issue resolution and vendor coordination.

Brands Managed: Pizza Corner & Coffee World.

Key Responsibilities:

• Oversaw IT operations across 20 retail outlets, ensuring rapid issue resolution and system uptime.
• Maintained and analyzed daily, weekly, and monthly reports, including attendance and store visits for internal audit and performance reviews.
• Managed the Master Asset List, keeping infrastructure records updated with real-time hardware and software changes.
• Guided on-site engineers to resolve high-priority technical calls efficiently, minimizing service disruption.
• Coordinated with vendors and suppliers for IT procurement and service implementation, ensuring timely and cost-effective delivery.