Sudip Roy
Kolkata
Summary
Results-driven IT professional with 17 years of experience managing service delivery and project transitions in Retail and Manufacturing. Expertise in Service Management, Program Oversight, and PMO Leadership, with a focus on operational efficiency. Proven ability to lead transitions, ensure compliance, and enhance stakeholder satisfaction through effective communication and governance.
Overview
19
19
years of professional experience
Work History
Information Technology Service Operations Lead
Capgemini
04.2019 - Current
- As a Service Management Lead at Capgemini, I manage IT service operations for complex retail and Manufacturing projects, focusing on end-to-end service transitions and operational excellence. I enhance service efficiency, reporting accuracy, and team performance through strategic process improvements and stakeholder alignment.
- Instrumental in the stabilization of project workflows across various delivery models ensuring seamless migration from ‘as-is’ to ‘to-be’ operational states.
- Managed delivery lifecycle during major technology upgrades, focusing on service stability and optimizing delivery.
- Defined and established comprehensive weekly, monthly, and quarterly reporting standards, providing leadership with clear visibility into service health and performance metrics.
- Instrumental in the stabilisation of project workflows across various delivery models ensuring seamless migration from ‘as-is’ to ‘to-be’ operational states.
- Facilitated communication between technical teams and business units, translating operational data into measurable business outcomes and enhancing stakeholder satisfaction.
- Led the movement of manual reporting to automated tool-based dashboards, enabling ticket trend analysis and actionable insights that improved service response times.
- Service Transition, Program Management Office (PMO), ITSM, Service Delivery Optimization, KPI Management, Process Transformation, Stakeholder Management.
Project Manager Program Management Office Lead
Capgemini
11.2015 - 04.2019
- I oversaw program operations for high-scale UK SAP projects within the Retail and Manufacturing sectors. My role focused on managing project pipelines, resource forecasting, and risk mitigation while ensuring operational stability during major technology transitions. I acted as a key leader in maintaining high standards of audit compliance and stakeholder satisfaction across multiple global initiatives.
- Reduced project delivery timelines by 25% through strategic process enhancements and integration of advanced problem-solving frameworks (RCA, FMA, festive peak planning).
- Increased stakeholder satisfaction by 30% by streamlining Major Incident Management and escalation protocols to ensure minimal business disruption.
- Increased stakeholder satisfaction by 30% by streamlining Major Incident Management and Escalation protocols, ensuring minimal business disruption.
- Served as the primary point of contact for global audits, including SOC1, SOC2, ISO, ISMS, and GDPR, ensuring 100% adherence to international compliance standards.
- Managed end-to-end project pipelines and revenue forecasting, providing leadership with visibility into risks, dependencies, and financial health.
- Program Management, Project Delivery Optimization, Audit & Compliance, ISMS Governance, Strategic Planning, Risk Mitigation, Stakeholder Management.
Lead for Knowledge and Content Management Projects
Accenture
02.2013 - 10.2015
- I managed project coordination and knowledge management initiatives across Global M&A, Digital Transformation, and Risk Management projects, delivering measurable improvements in reporting, process efficiency, and stakeholder engagement.
- Increased project initiation efficiency by 20% through scheduling, scoping, and managing Knowledge & Content Management requests.
- Created and delivered standard and ad-hoc reports for weekly and monthly stakeholder meetings to support informed decision-making.
- Designed new Knowledge Management workflows to streamline management of project proposals, engagement profiles, deliverables, and invoices.
- Prepared and presented standard and ad-hoc reports for weekly and monthly stakeholder meetings, enhancing decision-making.
- Knowledge Management, Project Coordination, Reporting & Analytics, Digital Transformation, Process Optimization, Stakeholder Communication.
Senior Consultant - Contract and Compliance Team
Capgemini
03.2010 - 02.2013
- As a Senior Consultant within Capgemini's Contract & Compliance Management Team, I managed development and customization of LPO platform tools, aligning applications with business requirements to improve operational performance and user adoption while supporting compliance and efficiency in contract management processes.
- Designed LPO platform tools using Quickbase, improving platform efficiency by 15%.
- Customized applications to meet business needs, resulting in 20% increase in user adoption.
- Streamlined contract and compliance processes by aligning applications with operational standards.
- Integrated data management practices to enhance workflow efficiency and improve tracking of legal and contract operations.
- Contract Management, Compliance, Quickbase, Application Customization, Process Optimization, Operational Efficiency.
Technical Coach
Wipro BPO
01.2007 - 09.2009
- Trained and supervised multiple on-the-job trainee batches, enhancing the skills of technical professionals within the organization.
- Evaluated training effectiveness through regular feedback surveys, making necessary adjustments to course content as needed.
- Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
- Optimized learning experiences by incorporating a variety of multimedia tools, including video tutorials and interactive simulations.
Education
Diploma - Foreign Exchange Risk Management
Indian Institute of Export Management
Bengaluru, India 04.2001 -
Skills
- ITSM
- Service Level Management
- Service governance
- Project management
- Risk Management
- Procedure implementation
- Scheduling coordination
- Acknowledgment of customer needs
Accomplishments
Redefined process metrics and reporting standards, leading to significant improvements in service efficiency and team productivity. Successfully led transitions across various maturity models, ensuring business continuity and operational stability. Acted as the primary lead for critical audits including SOC1, SOC2, ISO, ISMS, and GDPR, consistently achieving high maturity scores (ISMS 3+). Expertise in translating complex technological shifts into clear business value for stakeholders, resulting in a 30% increase in satisfaction scores.
Timeline
Information Technology Service Operations Lead
Capgemini
04.2019 - Current
Project Manager Program Management Office Lead
Capgemini
11.2015 - 04.2019
Lead for Knowledge and Content Management Projects
Accenture
02.2013 - 10.2015
Senior Consultant - Contract and Compliance Team
Capgemini
03.2010 - 02.2013
Technical Coach
Wipro BPO
01.2007 - 09.2009
Diploma - Foreign Exchange Risk Management
Indian Institute of Export Management
04.2001 -
Core Competencies
- Strategic Leadership: Service Delivery Management, Program Management Office (PMO), Resource Forecasting, and Revenue Planning
- Process Improvement: ITSM, Workflow Optimization, KPI Definition, and Knowledge Management
- Audit & Compliance: Deep understanding of global standards (ISO, GDPR) and risk mitigation.
- My experience focused in bridging the gap between technical infrastructure and business delivery, ensuring that every project is managed with precision, compliance, and efficiency.