Hi, I’m
SUNEEL KUSUNURI
Hyderabad
Summary
Service Delivery Leader with 19+ years of expertise in driving project success and operational efficiency, seeking to contribute to innovative organizations through strong service delivery and change management.
Overview
20
years of professional experience
1
Certification
Work History
Tech Mahindra Limited
Manager – Operations
10.2008 - 01.2025
Job overview
- Supported Europe and international markets, managed an offshore delivery team of 124 professionals, including Business Service Analysts, Senior Analysts, and User Administrators
- Led end-to-end service delivery and resource allocation, driving project management, client services, process improvements, and recruitment efforts
- Directed P&L, cost efficiency, and profitability, ensuring financial targets were met while optimizing operational resources
- Spearheaded product life cycle management, ensuring regulatory compliance across multiple markets
- Ensured SLA/SOW compliance, timely execution, quality standards, and addressed training needs
- Built and nurtured strong stakeholder relationships, aligning services with client needs and supporting business development
- Led process improvement based on customer feedback, quality reviews, and operational analysis, enhancing service delivery
- Coordinated the project’s IT, travel, and procurement needs while ensuring seamless operational integration
- Led internal and external audit processes, ensuring compliance with industry standards and company policies
- Managed team performance through regular evaluations, driving continuous improvement
Tech Mahindra Limited
Business IT Lead / User Admin Manager
04.2014 - 03.2021
Job overview
- Identified gaps in IT requirements and infrastructure through ongoing analysis, providing scalable solutions
- Led IT service delivery across multiple projects, ensuring execution and exceeding client expectations
- Developed and maintained documentation of project setups to ensure continuity and operational efficiency
- Led and documented all technical projects, ensuring timely execution and client alignment
- Contributed to financial growth by driving cost-effective service delivery strategies
- Adhered to Service Level Agreements (SLA) to ensure swift resolution of project IT issues, maintaining high service quality
- Identified and addressed knowledge gaps within internal teams and clients, facilitating tailored training initiatives
- Ensured smooth transitions and efficient service delivery by managing project, change, and vendor relationships
- Proactively resolved recurring IT issues by collaborating with technology and project teams
- Led IT transitions for new projects, ensuring infrastructure was fully prepared for go-live
- Reported IT performance metrics to stakeholders, including root cause analyses (RCA), driving continuous improvement
Tech Mahindra Limited
Lead User Administrator
04.2011 - 03.2014
Job overview
- Managed a team of 2 subordinates, overseeing daily operations and ensuring smooth team performance
- Oversaw daily operations of user administration team, ensuring adherence to internal processes and security protocols
Tech Mahindra Limited
User Administrator
03.2010 - 03.2011
Job overview
- Managed the lifecycle of user accounts (creating, amending, and deleting) with zero escalations
- Verified completion of required training to ensure users met competency standards
- Allocated appropriate user privileges based on roles and responsibilities
- Maintained clear records and ensured compliance with standards and regulations during internal and external audits
- Ensured seamless operation and support by overseeing IT tasks
Tech Mahindra Limited
Senior Transaction Process Associate
10.2008 - 02.2010
Job overview
- Processed medical claims and adjudication, ensuring accuracy and efficiency
- Transferred medical scanned images to client systems, maintaining data integrity
- Identified and resolved process gaps between employees and quality teams
Nipuna Services Pvt. Ltd / Satyam BPO LimitedHyderabad
Transaction Process Associate
10.2006 - 10.2008
Job overview
- Ensured accuracy and timeliness by manually transferring data from medical scanned images to client systems
- Maintained attention to detail and adhered to company guidelines while processing medical claims and adjudication
WorldSpace Pvt. Ltd
Customer Support Executive
04.2005 - 09.2006
Job overview
- Inbound calling - customer service.
- Product sales and fixing issues.
Education
Sri Venkateswara UniversityTirupati
Bachelor of Arts
01.2013
Skills
- Service Delivery & Operations Management:
- Service Delivery Management IT Infrastructure & Operations Management IT System Transitions Incident & Problem Management Project Lifecycle Management Change Management Supply Chain Management Continuous Improvement Risk Management & Mitigation SLA/SOW Adherence
- Project & Vendor Management:
- Financial & Budget Planning P&L Management Cost Optimization Vendor Relationship Management
- Client & Stakeholder Engagement:
- Business Development & Account Growth Customer Satisfaction & Retention Cross-functional Collaboration
- Compliance & Quality Assurance:
- Regulatory Compliance Audit Management Quality Assurance & Process Improvement Risk & Compliance Management
- Team Leadership & Development:
- Performance Monitoring & Evaluation Training & Knowledge Transfer People Management Employee Engagement & Motivation
- Analytical & Reporting Skills:
- Reporting & Metrics Analysis Data-driven Decision Making Root Cause Analysis (RCA) Operational Strategy Alignment
- Documentation & Knowledge Management:
- Technical Documentation Knowledge Management Process Documentation Microsoft Office (Word, Excel, Outlook, PowerPoint)
Certification
- Post Graduate Diploma in Computer Applications (PGDCA) – ICSS Computer Institute
- Microsoft Certified Solutions Expert (MCSE) – Zoom Technologies
- Cisco Certified Network Associate (CCNA) – Zoom Technologies
- Managerial Development Program (MDP)
- Green Belt Certified for optimising productivity within operations
- Yellow Belt Certified for cost reduction in stationary management
Accomplishments
- Reduced IT service resolution times by 30% by streamlining service delivery processes, enhancing operational efficiency
- Drove a 15% increase in account growth, resulting in additional headcount to support new business requirements in 2021
- Recognised with 11 consecutive awards for consistently exceeding customer expectations
- Achieved 100% client satisfaction in quarterly reviews, leading to extended contracts and new business opportunities
- Led a team of 20+ professionals, driving continuous improvements and developing a collaborative culture across multiple functions
- Initiated continuous improvement projects, reducing bottlenecks and improving service delivery turnaround by 20%
Timeline
Business IT Lead / User Admin Manager
Tech Mahindra Limited
04.2014 - 03.2021
Lead User Administrator
Tech Mahindra Limited
04.2011 - 03.2014
User Administrator
Tech Mahindra Limited
03.2010 - 03.2011
Manager – Operations
Tech Mahindra Limited
10.2008 - 01.2025
Senior Transaction Process Associate
Tech Mahindra Limited
10.2008 - 02.2010
Transaction Process Associate
Nipuna Services Pvt. Ltd / Satyam BPO Limited
10.2006 - 10.2008
Customer Support Executive
WorldSpace Pvt. Ltd
04.2005 - 09.2006
Sri Venkateswara University
Bachelor of Arts
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