SUNEEL KUSUNURI
Operations
Hyderabad,TG
Summary
Results-driven Project and Service Delivery Manager with 19+ years of experience leading global IT initiatives and cross-functional teams. Expertise in end-to-end project execution, stakeholder engagement, risk management, and service optimization. Proven track record of delivering complex projects on time, within budget, and aligned with business goals, while ensuring governance, compliance, and client satisfaction.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated service expertise, including competitive offerings, pricing, and market positioning.
Overview
19
19
years of professional experience
6
6
Certificate
Work History
Manager – Operations
Tech Mahindra Limited
04.2021 - 01.2025
- Led multiple global and local cross-functional projects across Europe and international markets, identifying interdependencies between stakeholders to ensure alignment and mitigate risks.
- Assembled project teams, delegated responsibilities, enforced accountability, and drove timely delivery through structured governance and proactive communication.
- Developed and maintained comprehensive project budgets and schedules, reporting progress to the Project Steering Group and escalating risks/issues as appropriate.
- Ensured project plans adhered to PM methodologies and aligned with business objectives, leveraging work breakdown structures for clarity and execution.
- Proactively managed issues and risks, initiating corrective actions to keep projects on time, within budget, and in scope.
- Maintained detailed project plans and timelines, integrating regular updates from functional teams to monitor progress and realign tasks when needed.
- Demonstrated maturity in stakeholder collaboration, effectively engaging senior customer leaders and establishing governance frameworks.
- Produced regular status reports covering scope, milestones, budget, risks, change requests, and KPIs to internal teams and clients.
- Championed compliance and audit-readiness across all project phases, ensuring high-quality deliverables and stakeholder satisfaction.
- 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
Business IT Lead / User Admin Manager
Tech Mahindra Limited
04.2014 - 03.2021
- 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
Lead User Administrator
Tech Mahindra Limited
04.2011 - 03.2014
- 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
User Administrator
Tech Mahindra Limited
03.2010 - 03.2011
- 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
Senior Transaction Process Associate
Tech Mahindra Limited
10.2008 - 02.2010
- 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
Transaction Process Associate
Nipuna Services Pvt. Ltd / Satyam BPO Limited
Hyderabad
10.2006 - 10.2008
- 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
Customer Support Executive
WorldSpace Pvt. Ltd
04.2005 - 09.2006
- Inbound calling - customer service.
- Product sales and fixing issues.
Education
Bachelor of Arts -
Sri Venkateswara University
Tirupati01.2013
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)
- Lean Sigma – Yellow & Green Belt Certified for optimizing productivity and continuous improvement within operations
- Microsoft Azure administrator(AZ-900 & AZ-104)
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%
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Efficient delivery is not just about meeting deadlines—it's about creating value, building trust, and driving continuous improvement through people, process, and purpose.
Timeline
Manager – Operations
Tech Mahindra Limited
04.2021 - 01.2025
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
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
Bachelor of Arts -
Sri Venkateswara University
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