Summary
Overview
Work History
Education
Skills
Websites
Certification
Volunteeringandextracurricularactivities
Accomplishments
Timeline
Generic
Sudhakar Chemala

Sudhakar Chemala

Manager
Hyderabad

Summary

Intelligent Service Delivery Manager with 17 years of expertise in managing and delivering complex application managed services projects for prominent clients in the Life Science, tax, and corporate sectors. . Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Service Delivery Manager - Applications Maintenance and Support

KPMG
4 2022 - Current
  • Managed tax applications in India focusing on e-invoice, e-waybill, and GST compliance
  • Led initiatives for process enhancement and system implementation for e-invoice generation, e-waybill systems, and GST compliance
  • Led cross-functional teams to achieve project goals on time and within budget.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Acted as Coordination Lead, facilitating communication between business stakeholders and vendor teams, and managed tax client escalations
  • Drove continuous improvement initiatives, addressing technical challenges and optimizing performance.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Developed training programs to enhance employee skills and boost overall productivity levels.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.

Service Delivery Manager – Application Development and Maintenance (ADM) – Large Pharma, France

Cognizant
02.2016 - 03.2022
  • Managed a portfolio of 150 applications, generating 3500+ tickets monthly
  • Oversaw service performance through metrics and KPIs, focusing on continuous service improvement and demand reduction
  • Mentored and coached service delivery leads, ensuring minimal customer escalations and effective communication
  • Identified opportunities for application portfolio rationalization and conducted audit reviews to minimize operational risks
  • Led end-to-end automation of GEODIS GEOD+ and Gibraltar_Alexandria applications access requests, solving ~600 tickets monthly
  • Proposed and executed PEGA upgrade to 8.4, generating an additional 270K EUR revenue
  • Improved operational excellence through the I-On monitoring initiative and streamlined vendor onboarding processes, achieving significant cost savings.

Operational Service Manager – Application Support and Maintenance – Large Pharma, USA

Cognizant
04.2013 - 03.2016
  • Managed the delivery of 210+ applications with a team of 30+ associates
  • Conducted a complete Debt Assessment, reducing debts by over 50% within a year
  • Developed a proactive tool for L1.5 team to monitor website alerts, saving 50 hours monthly
  • Enhanced services through Eserve, charging ~$110K for additional monitoring
  • Received a Hackathon award for the Resource Onboarding Portal
  • Ensured contractual agreements and KPIs were met and introduced shift-left processes to reduce delivery costs.

Migration Lead – Windows 2003 Server Upgrade Project – Large Pharma, USA

Cognizant
10.2012 - 04.2013
  • Planned and assessed migration needs, identified downtime requirements, and created project timelines and risk assessments
  • Led meetings with key stakeholders to identify migration strategies and streamline processes
  • Communicated planned or unplanned business disruptions to operations staff and customers.

BAU Lead/SER Lead – Major Life Science Customer

Cognizant
05.2010 - 03.2013
  • Managed support and enhancement teams, including budget forecasting, invoicing, and margin improvements.

.Net Developer – Major Life Science Customer

Cognizant
11.2008 - 04.2010
  • Delivered multiple enhancements and worked on production support activities.

Developer – Banking Major Client

Cognizant
10.2006 - 08.2008
  • Worked on multiple enhancements using classic ASP, VB6, and VB.Net.

Education

Master of Science in Computers -

Sri Venkateswara University
Tirupati, India
06.2004

Bachelor of Science in Computers -

VR IAS College
Nellore, AP
06.2002

Skills

Technical Skills: C#, VBNet, ASPNet, MS SQL, Oracle, ServiceNow, Remedy, ITIL, Agile methodology

Websites

Certification

ISO 27001:2022 (ISMS) Lead Implementer, 2024

Volunteeringandextracurricularactivities

  • Participated in the Team Everest Creative Thinking event from 03/05/24 to 03/30/24
  • Actively participated in various marathon activities, demonstrating commitment to physical fitness and community engagement

Accomplishments

  • Led automation initiatives that significantly reduced operational workload (~600 tickets monthly) and upgraded PEGA systems, resulting in additional revenue.
  • Implemented a proactive monitoring tool for the L1.5 team, saving 50 hours monthly, and enhanced services through strategic initiatives like Eserve

Timeline

Service Delivery Manager – Application Development and Maintenance (ADM) – Large Pharma, France

Cognizant
02.2016 - 03.2022

Operational Service Manager – Application Support and Maintenance – Large Pharma, USA

Cognizant
04.2013 - 03.2016

Migration Lead – Windows 2003 Server Upgrade Project – Large Pharma, USA

Cognizant
10.2012 - 04.2013

BAU Lead/SER Lead – Major Life Science Customer

Cognizant
05.2010 - 03.2013

.Net Developer – Major Life Science Customer

Cognizant
11.2008 - 04.2010

Developer – Banking Major Client

Cognizant
10.2006 - 08.2008

Service Delivery Manager - Applications Maintenance and Support

KPMG
4 2022 - Current

Master of Science in Computers -

Sri Venkateswara University

Bachelor of Science in Computers -

VR IAS College

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