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, India06.2004
Bachelor of Science in Computers -
VR IAS College
Nellore, AP06.2002
Skills
Technical Skills: C#, VBNet, ASPNet, MS SQL, Oracle, ServiceNow, Remedy, ITIL, Agile methodology
Service Delivery: Service Management, Resource Management, Applications Rationalization, Cost/Benefit Analysis, Service Level Agreement Management and Client Relationship Management
Performance Improvement
Leadership: Technical Leadership, Cross-functional Management, Strategic Planning
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