Suffiyan Khan MN
Senior service delivery Manager / Program manager
Bengaluru
Summary
With a robust background in service management and technology, I thrive in roles requiring infrastructure deployment, client management, and service excellence. Currently a Service Delivery Manager for Google India operations, I have effectively managed teams, expanded business services, and driven high performance levels. My previous experiences include positions at Zones LLC, Tangoe Softek, Tesco Bengaluru, and Convergys, where I honed skills in team leadership, technical support, and process improvement.
Intelligent Service Delivery Manager with 3 years of experience in Industry. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Senior Service Delivery Manager
Astreya Consultancy India Private Limited
10.2022 - Current
- Managing Infrastructure field services (ITSM & Network onsite support in Google data center and Corp offices)
- As a Senior service delivery manager APAC operations supporting multiple stakeholders.
- Managed end to end Google business accounts with different skills.
- Playing a role of key person and pitching in for new business in same account under network infrastructure deployments opportunities.
- Ensured seamless service delivery. Maintained high performance levels for service-related processes.
- Took ownership of critical incidents and coordinated resolution parties. Took accountability for service delivery performance and customer expectations.
- Developing and improving ITSM processes such as incident and change management
- Monitoring service delivery to meet agreed-upon service levels and address issues promptly
- Establishing metrics to assess service performance and drive improvement initiatives
- Promoting collaboration among IT teams and ensuring clear communication with stakeholders
- Analyzing processes for efficiency and implementing changes to adapt to business needs.
- Playing a crucial role in managing relationships with key partners, vendors, and stakeholders to ensure service delivery excellence and best practices across the organization
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Mentored junior team members, facilitating their professional growth and enhancing overall team performance.
- Collaborated with cross-functional teams to develop tailored solutions that met unique client requirements and exceeded expectations.
- Championed change management initiatives, fostering a culture of adaptability among team members during periods of organizational transition.
- Developed strong relationships with key stakeholders, ensuring open channels of communication for effective collaboration.
- Conducted regular service reviews with clients, maintaining transparency and fostering long-term business partnerships.
- Oversaw the successful launch of multiple projects, achieving on-time delivery while adhering to strict budget constraints.
- Optimized resource allocation by assessing workloads and adjusting schedules based on project priorities and deadlines.
- Negotiated with vendors to secure competitive pricing for services, reducing operational expenses without compromising quality.
- Evaluated team performance metrics to identify areas for improvement, guiding targeted coaching efforts to boost individual capabilities.
- Established robust reporting mechanisms that provided valuable insights into ongoing projects and facilitated informed decision-making processes.
- Cultivated a positive work environment that encouraged open communication, teamwork, and employee engagement across the organization.
- Delivered exceptional customer experiences by proactively addressing concerns, resolving issues promptly, and maintaining a focus on client satisfaction.
- Coordinated high-profile events for clients, ensuring seamless execution from planning stages through post-event follow-up activities.
- Streamlined workflows by identifying inefficiencies and implementing best practices for improved productivity.
- Improved service delivery efficiency by implementing new process improvements and monitoring key performance indicators.
- Managed a team of service professionals, resulting in increased customer satisfaction and timely issue resolution.
- Implemented client feedback programs, identifying opportunities for service enhancements and driving continuous improvement efforts.
- Reduced client escalations through proactive communication and problem-solving strategies.
- Mitigated potential risks through diligent planning and proactive management strategies, ensuring minimal disruptions to service delivery timelines.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Managed third-party contracts to drive delivery of required services.
- Facilitated completion of deliveries and verified documentation.
- Planned and managed full project lifecycles, from conception through final completion.
- Coordinated new hire recruitment, training and development.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Implemented and supported Service at client site.
- Organized and updated databases, records and other information resources.
- Created reports, presentations and other materials for executive staff.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Service desk operations manager
Zones LLC
09.2021 - 10.2022
- Managing Production floor & Training team
- Manage the team: Hire, onboard, and coach team members. Ensure the team has the skills to provide excellent service.
- Act as a liaison between the service desk and stakeholders. Provide clear instructions to the team, colleagues, and clients.
- Monitor and analyze metrics like resolution times and customer satisfaction. Use this data to identify trends and areas for improvement.
- Create, document, and audit processes to improve the help desk's efficiency.
- Manage hardware and software inventories and resources.
- Use historical data to predict peak times for service requests and allocate resources accordingly.
- Respond to customer complaints and help to resolve them.
- Handling monthly reviews and governance calls.
- Skills Strong communication skills, Analytical skills, Customer service orientation, Leadership skills, and Ability to multitask.
Service desk team lead
Tangoe Softek India Pvt ltd
04.2018 - 10.2019
- Managing a team of 35 and above with various skills like: IT help desk, mobility support & Procurement support
- Supervise and lead the IT service desk team, including assigning tasks, providing guidance, and motivating team members.
- Monitor and report on service desk performance metrics, identify areas for improvement, and implement strategies to enhance performance.
- Develop, implement, and maintain service desk policies and procedures to ensure consistent and efficient operations.
- Provide training and support to service desk staff, ensuring they have the necessary skills and knowledge to effectively address user issues.
- Facilitate communication and escalation processes within the IT department and with external stakeholders.
- Ensure timely resolution of IT issues and requests, escalating complex issues to the appropriate teams.
- Monitor and ensure adherence to Service Level Agreements (SLAs) to maintain high-quality service.
- Maintain up-to-date knowledge of IT support best practices and technologies.
- Collaborate with other IT teams (e.g., network, systems, application) to resolve complex issues and improve overall IT infrastructure.
- Manage the help desk ticketing system, ensuring efficient routing, prioritization, and resolution of tickets.
- Generate reports on service desk performance, identify trends, and provide insights for continuous improvement.
- Ensure the service desk adheres to relevant security policies and procedures.
Officer technical support
Tesco Bengaluru
04.2016 - 04.2018
- Technical support, Incident & Change management knowledge
- Supporting stores help desk as technical support member, working on POS & Self service technology, have knowledge of Incident management & continue improvement process as well as change management as well.
Service desk SME
Convergys
12.2014 - 05.2016
- Service desk SME Troubleshot issues in various versions of Windows and Office.
- Worked on AMD tool to automate processes like RDP connections.
- Automated frequent caller information in ticketing tool.
- Developed call assistance software for issue resolution.
- Troubleshot hardware devices built by NCR & WINCOR.
Education
MBA - General management & Business administration
Xaviers Institute of Business Management Studies
05.2020 - 05.2022
Skills
Strong communication skills
Analytical skills
Customer service orientation
Leadership skills
Ability to multitask
Customer satisfaction
Incident management
Business analysis
Service level agreements
ITIL framework
Cross-functional team leadership
Incident investigation
Quality monitoring
Customer engagement
Route planning
Client relationship management
Case documentation
Data analytics
Project planning
Client relationships
Workload management
Project creation
Project implementation
Schedule coordination
Risk mitigation
Operations support
Resource allocation
End point configurations
New client onboarding
Third-party contracts
Billing & invoicing
Technology evaluations
Teamwork
Teamwork and collaboration
Problem-solving
Problem-solving abilities
Operations management
Excellent communication
Cost control
Crisis management
Operational improvements
Project management
Planning and prioritization
Relationship building
Staff management
Certification
Microsoft certified server administrator, Microsoft, 05/01/15
Awards
- Best manager award, Astreya Consultancy India Private Limited, 08/01/24
- Best team player, Tesco, 06/01/17
- Best business supportive, Tesco, 03/01/17
Timeline
Senior Service Delivery Manager
Astreya Consultancy India Private Limited
10.2022 - Current
Service desk operations manager
Zones LLC
09.2021 - 10.2022
MBA - General management & Business administration
Xaviers Institute of Business Management Studies
05.2020 - 05.2022
Service desk team lead
Tangoe Softek India Pvt ltd
04.2018 - 10.2019
Officer technical support
Tesco Bengaluru
04.2016 - 04.2018
Service desk SME
Convergys
12.2014 - 05.2016