Subba Rao Ganti
Summary
Results-driven Service Delivery Manager with extensive experience in strategic planning, project management, and stakeholder engagement. Proven ability to drive efficiency, ensure compliance, and deliver high-quality IT solutions on time and within budget.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Service Delivery Manager
Jade Global
04.2023 - Current
- Managed multiple IT applications implementation and support projects across global locations, primarily responsible for stakeholder management.
- Effectively coordinated with the Business and other stakeholders to articulate the business to initiate, deliver, and close projects in a timely, efficient, and best possible manner.
- Worked closely with Salesforce architects/technical teams and functional analysts to deliver projects on time, on budget, and with high-quality deliverables.
- Leading global IT applications delivery for support and implementation projects; managing budgets of $20M+, team size of 80+.
- Built and maintained cadence with C-level and VP-level clients to ensure alignment with business goals and SLA performance.
- Delivered 15% YoY efficiency through automation, backlog optimization, and strategic resource planning.
- Ensured 100% compliance with project SLAs and security protocols; led closure of all internal/external audit findings.
- Scoped, solutioned, and farmed new opportunities in existing accounts, driving delivery-led revenue growth.
- Enabled platform success for Uber by leading the delivery of Salesforce-based customer engagement solutions.
- Drove capacity forecasting, resource management, and continuous process improvement across all engagements.
- Demonstrated effective engagement with stakeholders by understanding their needs, formulating targeted projects, and fostering a collaborative environment.
- Developed and executed strategic roadmaps for various business units, aligning technological advancements with organizational objectives.
- Maintained and managed business team backlogs, optimizing work allocation for seamless collaboration.
- Led and delivered impactful projects across diverse business units, showcasing the ability to navigate complexities, drive innovation, and achieve successful outcomes aligned with organizational goals.
- Effectively prepared and executed resource and capacity planning strategies, optimizing team resources through streamlined workflows and enhanced overall productivity.
- Led teams responsible for managing Uber's customer engagement platforms built on Salesforce, fostering a collaborative and high-performance culture for exceptional customer experiences.
Program Manager
Amazon
08.2020 - 03.2023
- Complete root cause analysis issues reported to executive-level leaders by customers; Drive stakeholder groups to implement efficient and scalable mechanisms that are capable of capturing insights; Identify, own, and manage medium to high complexity, cross-departmental projects; Write and present executive-level summaries and stakeholder teams that outline the problem and solution.
- Drive initiatives that improve the customer experience by identifying opportunities and implementing solutions; Roadmap Design for multiple workstreams and systems; Coordinate with internal and external stakeholders to establish standard processes; Create efficiencies through the creation of scalable technology solutions and processes; Define KPIs and Metrics to measure the impact of the changes; Write clear and detailed internal/external facing communications; Present Weekly and Monthly project updates to leadership.
- Interacted extensively with business users, excelling in adept requirement gathering that laid the foundation for tailored solutions.
- Assumed a pivotal role in defining the strategic roadmap, aligning Salesforce Solution and Technical Architecture with organizational objectives.
- Spearheaded Integration Architecture, ensuring seamless connectivity and interoperability within the Salesforce ecosystem.
- Led the feasibility mapping for cutting-edge initiatives like Financial Service Cloud and Health Cloud, contributing to the organization's technological advancement.
- Took charge of resource loading and estimation, optimizing team efficiency and project delivery timelines.
- Defined comprehensive customer 360 views, enhancing the organization's customer-centric approach.
- Oversaw the establishment of CI/CD processes, conducted rigorous code reviews, and ensured adherence to best practices.
Project Manager
LTI, Bangalore
06.2011 - 07.2020
- Led projects in CRM Salesforce, AWS, and SAP. Experienced in customization and implementation, including Salesforce Lightning development, administration, configuration, data migration, Master Data Management, SAP Implementation, integration, and support activities for Clients' Salesforce.com applications and SAP.
- Contributed to pre-sales efforts for client proposals.
- Played key role in requirement analysis, as-is and to-be process analysis, formulation, and implementation of technology-enabled functional solutions.
- Accountable for project life cycle management from a technical perspective (strategy development, planning and scheduling, work estimation, defining technology roadmap, execution, performance monitoring, reporting, & client relationship management).
- Led large projects requiring coordination amongst multiple teams located across geographies.
- Responsible for quality assurance and meeting project delivery schedule, management of internal and external stakeholders, work estimation, and escalation management (conflict resolution).
- Worked on Global implementation projects requiring multi-country collaboration following standard industry Methodology.
- Led SFDC CRM implementation focusing on Salesforce Service Cloud and field service for Oil & Gas clients.
- Managed design, development, administration, and post-deployment warranty support.
- Streamlined business processes for Salesforce Service Cloud & field service implementation using Lightning and integrated with legacy systems.
Implementation Consultant
Wega Systems, Bangalore
08.2006 - 06.2020
- Creation of Detailed Project Plans, Sprint Schedules and Milestones; Software and Siebel Training; Defining Gaps; Working with the Customer and Development Teams to Prioritize Required Development Work; Documentation of Requirements and Acceptance Criteria; Management of project milestones; Delegation of the work.
Associate Consultant
Zensar, Pune
06.2010 - 06.2012
- Provides onboarding support for new CRM Implementation, including training, creating project timelines, ensuring that the project hits the required milestones, communicating expectations and program requirements; Maintaining department templates and process documentation.
Associate Consultant
IBM, Bangalore
08.2009 - 06.2010
- Onboarding new customers; Creation of Detailed Project Plans, Sprint Schedules and Milestones; Software and Salesforce Training; Defining Gaps; Working with the Customer and Development Teams to Prioritize Required Development Work; Documentation of Requirements and Acceptance Criteria; Management of project milestones; Delegation of the work to appropriate resources, as appropriate.
Education
Bachelor of Engineering - Computer Science and Information Technology
JNTU
01.2005
Skills
- Strategic Planning
- IT applications management
- Salesforce architecture
- project budgeting
- stakeholder engagement
- resource optimization
- customer experience improvement
- process documentation
- project lifecycle management
- cross-departmental collaboration
- data analysis
- Agile Project Management
- SQL
- CRM Subject Matter Expert
- Public Speaking
- Reporting and Analytics
- Writing
- Program Management
- Product Management
- Project Management
- Business Analysis
- Training – Design and Delivery
- Sales Cloud
- Service Cloud
- CPQ
- FSL
- Marketing Cloud
Certification
- Project Management Professional
- Salesforce Certified (Sales, Service, Admin, Dev & App Builder)
- AWS Solution Architect Level 1
- Tableau Certified
- Certified Scrum Master
- Data Science Fundamentals
- Apttus CPQ Certified
- CRM OnDemand Trained & Certified from Oracle
- Siebel CRM Trained & Certified from Oracle
Timeline
Service Delivery Manager
Jade Global
04.2023 - Current
Program Manager
Amazon
08.2020 - 03.2023
Project Manager
LTI, Bangalore
06.2011 - 07.2020
Associate Consultant
Zensar, Pune
06.2010 - 06.2012
Associate Consultant
IBM, Bangalore
08.2009 - 06.2010
Implementation Consultant
Wega Systems, Bangalore
08.2006 - 06.2020
Bachelor of Engineering - Computer Science and Information Technology
JNTU
Clients Served
- Docusign
- Uber
- Flexport
- Cornerstone On Demand
- Guardant Healthcare
- AMAZON Disability and Leave services
- Clarios
- Marsh
- Viacom
- Holcim
- Disney
- Terex Equipment’s
- Honda USA
- UTC USA
- Statoil
- J&J
- DAMCO
- WNS
- BMW Banking
- British Telecom
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