Subhadip Saha
Service Delivery Leader
Bengaluru
Summary
Seasoned Service Delivery Leader with a proven track record of delivering high-quality IT services that meet or exceed customer expectations. Strong leadership and interpersonal skills with a focus on driving team performance and fostering a collaborative work environment. Multi-Tasking professional with expertise in managing priorities to meet deadlines and realize high-quality outcomes by combining technology with Business understanding. Proactive approach to problem-solving, with the ability to identify, troubleshoot and resolve issues before they become critical.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Service Delivery Squad Leader
Kyndryl Solutions
Bengaluru
09.2021 - Current
- Manage and lead a team of service delivery managers, ensuring high-quality IT services are delivered to clients on time and within budget
- Monitor service performance against SLAs, KPIs, and quality standards, identifying and addressing areas for improvement
- Foster positive client relationships, managing stakeholder expectations, and ensuring their satisfaction with services provided
- Collaborate with internal teams, such as sales, operations, and engineering, to identify opportunities for service enhancements and process improvements
- Negotiate contracts with vendors and third-party providers, ensuring compliance with contractual obligations and SLAs
- Develop and implement policies, procedures, and processes to ensure efficient and effective service delivery operations
- Manage service delivery budgets, forecasting expenses, and ensuring adherence to financial targets.
- Conducted regular service reviews with clients, identifying areas for improvement and implementing action plans to address issues.
Service Delivery Manager
IBM
Bengaluru
07.2015 - 08.2021
- Managed the end-to-end service delivery process, ensuring SLAs were met and clients' expectations were exceeded.
- Implemented ITIL-based service management practices to streamline service delivery operations and improve service quality
- Prepare and share weekly and monthly dashboards with the customer.
- Participate in critical incidents, coordinate with teams, assist in resolving complex issues, handle escalations, send regular executive updates, attend CAB meetings, review, and approve changes, and work on RCAs with timely delivery
- Conduct CSAT survey for Service Desk tickets, bring in respective process improvements and implement solutions to strengthen the processes
- Identify automation opportunities for repeated tasks, and work with automation team for solutions to reduce cost and service delivery time.
- Manage the non-compliance issues/Risk for the account.
- Prepare end to end account billing and forecast cost.
- Assist project team in preparing RFP along with pricing comparisons
- Manage IT-related fixed assets (Hardware & Software) and their service contract/license renewals.
- Managed an End-to-end planning and execution of an entire data center shutdown and restoration of services
SME Team Leader - Identity Access Management
IBM
Bengaluru
06.2011 - 06.2015
User Id Administrator
IBM
Bengaluru
12.2009 - 05.2011
Business Development Executive
Nous Infosystems
Bengaluru
07.2009 - 12.2009
Associate
Aditya Birla Minacs
Bengaluru
11.2007 - 01.2009
Education
Bachelor of Engineering - INSTRUMENTATION TECHNOLOGY
Bangalore Institute of Technology
Bengaluru 09.2003 - 04.2008
Skills
Service delivery Management
undefinedAccomplishments
- Implemented Password Compliance verification across geographies.
- Successfully managed the transition of a major customer from another service provider to the company, ensuring a smooth transition and a seamless continuation of services.
Certification
Google Cloud Certified Cloud Digital Leader
Timeline
Google Cloud Certified Cloud Digital Leader
08-2022
Service Delivery Squad Leader
Kyndryl Solutions
09.2021 - Current
Service Delivery Manager
IBM
07.2015 - 08.2021
SME Team Leader - Identity Access Management
IBM
06.2011 - 06.2015
User Id Administrator
IBM
12.2009 - 05.2011
Business Development Executive
Nous Infosystems
07.2009 - 12.2009
Associate
Aditya Birla Minacs
11.2007 - 01.2009
Bachelor of Engineering - INSTRUMENTATION TECHNOLOGY
Bangalore Institute of Technology
09.2003 - 04.2008
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