Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Quote
Timeline
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SUNEEL KUSUNURI

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
20
years of professional experience
6
6
Certificate

Work History

Manager – Operations

Tech Mahindra Limited
10.2008 - 01.2025
  • 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
Tirupati
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%

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

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

Bachelor of Arts -

Sri Venkateswara University

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SUNEEL KUSUNURI