Sudhir Bhavasar
Melbourne
Summary
Associate Director with extensive experience at Ernst & Young in program and delivery management. Led the launch of a business intelligence application, significantly improving data-driven decision-making. Specialized in risk management and stakeholder relations, implementing continuous improvement initiatives that achieved zero surprise escalations across multiple accounts.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Associate Director / Senior Manager -Enterprise Delivery Excellence
Ernst & Young
01.2023 - Current
- Delivery Excellence Validation Lead and Functional Consultant for an business intelligence platform that facilitates Governance, Maturity Assessment & Risk Management for senior leadership and the Executive Committee
- Performing engagement maturity assessments to evaluate software practice proficiency and providing prioritized improvement recommendations
- Evaluated strategic accounts to pinpoint areas of opportunity and convert risk factors into critical initiatives that enhance the overall performance of the accounts
- Conceptualizing Delivery excellence frame works Integrated risk management , contract assessment& Governance
- Consulting on visualization of intelligent platform dashboards, enhancing cross-departmental collaboration, and crafting analytical tools to assess engagement delivery proficiency
- Successful & bug free launch of the Delivery Excellence Business Intelligence Application using Power BI, Power Apps, SharePoint, and MS 365 which helped in streamline processes and bolster data- driven decisions.
- Collaborate with cross-functional teams to align delivery excellence strategies with organizational goals
- Implemented an governance model for delivery that enforced compliance with regulatory standards and company policies, reducing risks, with a focus on high integration projects
Associate Director -DelEX SBU Lead (Lifesciences & Comms Media)
Cognizant Technology Solutions
09.2016 - 01.2023
- Deployed Delivery Excellence process across North America & Central Europe customer accounts resulting in successful customer audits & zero surprise escalations
- Championing Agile transformation for one of the Platinum accounts
- Conducting Root Cause analysis & remediation on ASAT & PSATsatisfaction survey based on NPS -Net promoter score
- Conducting SBU / engagement review with SBU head, Engagement head & Business unit head Alerting the current issues / risks & performance measures
- Conducting MSA /SOW reviews& alerting on potential risks & suggesting mitigation on the same to senior leadership
- Delivery Governance and Risk Management: Drive consistent delivery that mitigates risk through effective program/project management and governance of integrated risk management and contract obligation fulfillment
- Reviewing SLA penalty / Non penalty obligation fulfillment & providing point of view in reviews at BU / SBU / Accounts on project performance in terms of contractually agreed service levels & ensuring appropriate actions are taken to avoid recurrence of breaches / potential breaches.
- Instrumental in driving usage and contribution to cognizant digital media asset place Know Hub for the BU.
- Client Audits, Regulatory Compliance, and Industry Certifications – Ensuring account teams comply to meet compliance requirements eg, GDPR, CMMI, ISO 13485, Computer system validation ( CSV) , 21 CFR Part 11.
Sr Manager Quality (BFSI Capital Market)
HCL technologies
11.2006 - 09.2016
- Leading the delivery excellence across North America and Europe accounts in BFSI ($500M Engaments)- Retail Banking, Capital Markets & Investment Banking across Development, Enhancement, testing & production support
- Responsible for providing Strategic insights to the SBU
- Process Harmonization, Continual Service Improvement, Stakeholder Management, Auditing & Compliance, Delivery governance, CSAT framework, RFP support, Training & Development, Industry certifications, Risk Management, Business transformation, Analytics and reporting
- Value Adds / Continuous improvement Predictive Models : Simulating predictive analysis & models to predict the outcomes such as SLA adherence / defect density which resulted in 0% defect leakage
- Pursuit BD :Work along with account managers & pre sales on RFP/ RFI proposals, resulting in new business for $10M
- Implemented Early warning system instrument on programs & projects to give a leading indicator to senior leadership on the potential risks –High , Medium , Low
- Lean Diagnostics :Skill Variability improvement, Context Switching analysis, Demand and Capacity analysis, Ticket Typology analysis, DILO – Day in a Life of, OPE – Operational process efficiency
- CMMI |ISO | ITIL Certification : Coached mentored and trained account team on Best in Class frame work such as CMMI ,ISO , ITIL and enabled account delivery teams to achieve these certification's
- Engineering service improvement plans through process harmonization, lean initiatives ( value stream mapping , cost reduction ,increased productivity.
Manager Quality
Spice Telecom
10.2005 - 11.2006
- Process Automation, Continual Service Improvement, Stakeholder Management, Auditing & Compliance, CSAT framework, Training & Development
- Key Achievements: Setting up the Quality compliance unit function
- Setting up the CSAT frame work
- Automation of Queue Management.
Tech Support Team Manager
Dell International
01.2005 - 07.2005
- Project Management, Continual Service Improvement, Delivery Governence, Business/Operational Excellence, Mentoring & Skill Development, Audits & Reviews, Stakeholder Management, Team Appraisal, CSAT
- Key Achievements: My team was nominated as the team of the quarter for consistently being able to maintain a high level Customer Satisfaction rating
- Customer complaint percentage came down to from 18% to 8% within one quarter.
Quality Assurance Officer
SYKES - Bangalore
01.2002 - 01.2005
- Process Deployment, Continual Service Improvement, Audits & Reviews, SOP creation, Stakeholder Management, Service quality
Education
MBA - IT (Systems)
Madurai Kamaraj University
01.2011
Bachelor of Engineering - Industrial Engineering (Production)
Bangalore University
01.2001
Skills
- Program and delivery management
- Project and program oversight
- Service delivery governance
- Stakeholder and vendor relations
- Strategic business consulting
- Business strategy formulation
- Process and strategy consulting
- Operational transformation initiatives
- Lean Six Sigma methodologies
- Risk and compliance management
- Quality assurance expertise
- Enterprise risk assessment
- Internal and client audits
- Software development lifecycle management
- Change management strategies
- Knowledge management practices
- Customer satisfaction metrics
- Agile development methodologies
- Scrum and DevOps practices
- Requirements gathering techniques
- Azure cloud services proficiency
- Technical tools expertise in Power BI, Azure DevOps, and Visio
Certification
- Project Management Professional (PMP)
- Certified Scrum Master (CSM)
- Scaled Agile – SAFe 5 Agilist
- Certified ISO 31000 Risk Management FMEA Expert
- CISA (Certified Information Systems Auditor)
- Internal Auditor – ISO 9001:2000
- Lead Auditor – ISO 20000
- Lean Six Sigma Green Belt
- ITIL V3 Certification
- Microsoft Azure Cloud Fundamentals
- Life Sciences CSV – Computer System Validation
Personal Information
Visa: Australian Subclass 491 Skilled Work Visa
Timeline
Associate Director / Senior Manager -Enterprise Delivery Excellence
Ernst & Young
01.2023 - Current
Associate Director -DelEX SBU Lead (Lifesciences & Comms Media)
Cognizant Technology Solutions
09.2016 - 01.2023
Sr Manager Quality (BFSI Capital Market)
HCL technologies
11.2006 - 09.2016
Manager Quality
Spice Telecom
10.2005 - 11.2006
Tech Support Team Manager
Dell International
01.2005 - 07.2005
Quality Assurance Officer
SYKES - Bangalore
01.2002 - 01.2005
MBA - IT (Systems)
Madurai Kamaraj University
Bachelor of Engineering - Industrial Engineering (Production)
Bangalore University
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