Hi, I’m
P S Swaroop
Summary
A people-first leader certified in PMP, Six Sigma, ITIL and ASM principles with 20+ yrs of proven experience in Operations (Servicedesk,Sales and CSI) with the best of the global brands like Dell, Deloitte, AIG, Satyam and TechMahindra. I bring to the table a process oriented and battle-hardened an analytical and results-oriented Senior Program Manager with significant experience managing, supervising and directing large teams of contractors and remote personnel. Dedicated with strong work ethic and excellent technical problem-solving and troubleshooting skills.
Overview
20
years of professional experience
1
Certification
Work History
TechMahindra
Service Delivery Manager
05.2023 - Current
Job overview
- Generated and delivered reports, program review presentations and other program status updates.
- Prioritized tasks and managed teams throughout multiple projects.
- Oversaw program compliance with requirements, schedule and budget.
- Worked closely with other departments to support program technical aspects and cost proposals.
- Collaborated with functional managers to develop program resource plans and assign program resources.
- Managed external client and business partner relationships.
- Assessed accurate and relevant information for fact-based decision making.
- Created tactical relationships with teams to propel projects and attain results.
- Audited operations and processes to enhance brand and manage compliance.
- Measured performance across campaigns and events.
- Controlled expenditures and reported monthly actual performance.
- Spearheaded program management support for portfolio.
- Analyzed and interpreted complex data sets and reports.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Created and managed budgets for travel, training and team building activities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Evaluated individual and team business performance and identified opportunities for improvement.
Monster
Manager
11.2016 - 10.2017
Job overview
- Revenue generation
- Employee progression
- Employee engagement
- Escalation handling
- Employee Appraisal
- IDP Development
11.2015 - 11.2016
Job overview
- SLA and KPI management – Manage set of KPIs to be delivered by frontline through engagement and co-ordination with l2 and peer teams
- Employee progression planning and Development – Constant interaction with associates enabling an open learning environment to charter clear progression paths together with associates
- People engagement – Work together with associates to ensure open door policy is maintained while encouraging fun at work to sustain a stress-free environment
- Client engagement – Worked with clientele to ensure business needs and vision are understood while proposing and partnering business solutions
- Escalation handling – Steered escalation resolutions by working together with SMEs and clientele to understand the core issue and provide resolution and mitigation plans to ensure the issues are pro-active avoided through process corrections
- Appraise to develop – Appraisals were seamless entry from 1
- 1 discussions allowing an associate to clearly understand their path and reward for moving up the learning curve
- IDP development, (SWOT analysis based) – Constant discussions around Strengths, weakness, opportunities, and threats led to an associate driven self-paced learning paths which moved their SWOT around quadrant positively
- Succession planning – Each enthusiastic associate was set with a target to move up in the roles with a gate to develop another associate into his/her role
- This led to a positive aura in the floor filled with mentor mentee approach and bonding between peers of different levels.
AIG Global Services
Service Desk
11.2012 - 08.2015
Job overview
- Project transition
- ITSM Training Delivery (Incident, Request, Change and Configuration Management in ServiceNow)
- Content development and delivery.
Intel
Brand Manager
01.2012 - 11.2012
Job overview
- Quarterly budget management
- New Product Training
- New Product Launch and Event Management
- Sales engagement
- Incentive plan design and implementation
- New product technology shows
- Valuelabs, Service desk
04.2010 - 11.2011
Job overview
- Module Development and delivery
- Training Needs Analysis
- New Product and refresher Training
- New Product Launch – Coordination and scheduling
- Hands-on Product and technology sessions
- Content gathering
Deloitte
Service desk Analyst / Consultant, Team Lead
04.2009 - 04.2010
Job overview
- Responsibilities Infrastructure support, End user experience champion
- Satyam
Dell
02.2008 - 11.2008
Job overview
- People management
- Appraisals
- Schedule Management
- Attrition handling
- Quality and CSAT
- SIP and PIP programs
- Bottom Quartile Management
- People engagement, , Sales Enablement
Agent
10.2003 - 02.2008
Job overview
- Up skill program
- Product launch and event management
- Performance reporting
- Service Improvement planning and implementation
- Incentive program
- Content management
- Vendor management.
Education
PG College, Osmania University
BSC
Skills
- Decision Making
- Performance Evaluations
- Performance Tracking and Evaluation
- Team Leadership
- Managing Operations and Efficiency
- Project Planning
- Cost Control
- Budget Management
- Verbal and Written Communication
- Complex Problem-Solving
- Strong Analytical Skills
- Program Review
- Trends Analysis
- Calm Under Pressure
- Business Analysis and Reporting
- Inter-Department Collaboration
- Time Management
- Good Judgment
- Business Unit Oversight
- Process Improvement
- Customer Relationship Management
- Work Planning and Prioritization
- Complex Problem Solving
- Documentation and Reporting
- Goal Setting
- Problem Resolution
- Team Building
Certification
ITIL V3
Six Sigma – Green Belt
Agile Scrum Master
PMP – PDUs completed
HDI certified Instructor
Offline
Singing
Trekking
Cricket
Table Tennis
Badminton
Volleyball
Short statement
Handled sales and Technology services but always had a thumb rule – Take care of people and they would take care of your business.
Timeline
Service Delivery Manager
TechMahindra
05.2023 - Current
Manager
Monster
11.2016 - 10.2017
11.2015 - 11.2016
Service Desk
AIG Global Services
11.2012 - 08.2015
Brand Manager
Intel
01.2012 - 11.2012
04.2010 - 11.2011
Service desk Analyst / Consultant, Team Lead
Deloitte
04.2009 - 04.2010
Dell
02.2008 - 11.2008
Agent
10.2003 - 02.2008
PG College, Osmania University
BSC