SUDARSAN CHELLAPPA

Seasoned IT Service Delivery Leadership skills with experience in IT infrastructure, end-users support and security management. Institutionalized organization wide strategy with the management and executed the centralization of tools and processes across geographies. Extensive forbearance in global planning, end-to-end Program Management, Data Center and IT operations, Corporate Risk Governance, IT Infrastructure and Security Management, managing & delivering projects. Aptly implemented ITIL, ITSM Framework. Overall IT industry experience of 25+ years with ITSM process and proficiency in audit governance and standards. Involved in integrating the Service Delivery Process between IT Function / Entities. Institutionalized processes for IT Operations and Security improving compliance and efficiency of IT functions. Diligent manager of processes, people, and customers. Ensured high SLA achievement and maintained high CSAT scores year-on-year more than 8 out of 10 consistently. Strategy management ability combined with excellence in driving new IT initiatives, contributing to organizational objectives. Ensured that the operational model for Service Operations is well defined, structured, and constantly improved to deliver cost-effective, client-centric services that meet service level agreements in service contracts. End-to-end program management capability in designing and delivering business solutions for customer needs. Resolved technical, operational challenges with strong account management skills. Enhanced team's efficiency and performance by driving quality scores and providing corrective feedback. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.