Summary
Overview
Work History
Education
Skills
Academic Dossier
Affiliations
Certification
Timeline
UMESH MISHRA

UMESH MISHRA

A Results-driven IT Delivery Manager With 19 Plus Years Of Experience In Driving Scalable Enterprise Initiatives, Managing End-to-end Delivery Of Complex Cloud, Infrastructure Projects, And Leading High-performing Delivery Teams To Success. A Proven Agile Evangelist With Excellent Communication, Presentation, And Planning Skills.
Noida

Summary

Passionate for Customer Success utilizing Service Delivery & Project, Program Management skills. 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.

Overview

21
21
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
3
3
Languages

Work History

Senior Project Manager

Infogain India Private Ltd
Noida
03.2023 - Current
  • Responsible for project governance, change management, financial control and reporting to key internal stakeholders
  • Adhering to best practices and supporting the on-going improvement of delivery processes
  • Ensure all deliverables for the team are completed with specified quality standards and deployed within timelines
  • Manage the communications with the onshore team and delegate campaigns and tasks with the offshore team & Updating Lesson Learnt Post Closure
  • Lead the program management of multi-functional Cloud Professional Services projects, covering program planning, delivery assurance and verification, tracking and reporting, and risk and mitigation planning
  • Accountable for customers to ensure the program realizes financial benefits and transformational results
  • Manage the risks, issues and actions for the accounts, track them to meet the expected results and timelines, and build mitigation plans as the program evolves
  • Manage the delivery quality of the partner teams and resources where required
  • Organize various project requirements into clear goals and objectives, and break down projects/processes into sub-projects and sub-processes that could be executed by other teams or partners.

Service Delivery Manager

Cloud4C Services Private Ltd
Noida
04.2022 - 03.2023
  • Governance of Projects for MEA Region for Cloud Migration, POC, Assessments
  • This includes direct customer/ supplier interfacing as well as managing project delivery teams as Service Delivery Manager
  • Single point of contact for customer, supplier, and delivery team escalations as Governance
  • Identifying, tracking, managing and mitigating Program/Projects issues and risks
  • Build Program/Projects schedules in PM Tools with Microsoft Project
  • Governance & Managing the MIS/Dashboards of overall schedule to ensure work is assigned and completed on time and within budget
  • Responsible for project governance, change management, financial control and reporting to key internal stakeholders
  • Adhering to best practices and supporting the on-going improvement of delivery processes
  • Ensure all deliverables for the team are completed with specified quality standards and deployed within timelines
  • Manage the communications with the onshore team and delegate campaigns and tasks with the offshore team & Updating Lesson Learnt Post Closure
  • Recruit the suitable talent through active interview module for business requirement.
  • Managing $1.5M of recurring revenue across 10 Enterprise, Mid Market & Corporate Customers
  • Achieved an average client satisfaction score of 9/10 via surveys at the conclusion of research projects
  • Achieved 85% client retention rate over 10 months
  • Managed Team size of 10 plus Project, Program Managers with wide capabilities with administrative responsibilities

Senior Project Manager

HCL Technology LTD
Noida
04.2021 - 04.2022
  • Program Management of IT Programs to deliver within Schedule, Cost & Quality
  • Effectively manage cross functional teams to complete requirement analysis, solution identification, plan/ lead project deliverables
  • Ensure customer satisfaction for project deliverable quality and security norms
  • Prepare and submit weekly project status reports to confirm project progress to the customer
  • Ensure that the project solutions/deliverables adhere to Global Project Management framework and methodology compliance
  • Manage third party contributions to the program as appropriate
  • Manage risks to the program’s successful outcome
  • Analyse and submit P&L reports of the project coordinating with Finance
  • Identify attrition percentage in accounts and take up initiatives to reduce the same.
  • Lead new initiatives for outsourcing services to our providers from opportunity identification to knowledge transfer and performance measurement.
  • Accountable for managing infrastructure Managed services delivery for customer based out of US, UK, EU& APAC
  • Managing team of 15+ consultants who worked 24x7.
  • Generated savings of avg. €381K YoY, and reported profitability of avg. 11% YoY on and above baseline vs TCV, while managing IT infrastructure portfolio of avg.€4.1M YoY – [FYʼ18‑20]
  • Setup program delivery organization in 1.5 month and secured new business opportunities of €650K – [FYʼ20]

Project Implementation Coordinator Expert

BT Global Services Private Ltd.
Gurugram
07.2017 - 04.2021
  • Managed Merger & Acquisitions Projects for North America Region from initiation, planning to execution, controlling, and closing of LAN/WAN/ WLAN solutions to customers
  • This includes direct customer/ supplier interfacing as well as managing project delivery teams
  • Single point of contact for customer, supplier and delivery team escalations
  • Identifying, tracking, managing and mitigating Program/Projects issues and risks
  • Build Program/Projects schedules in PM Tools Innotas
  • Managing the MIS/Dashboards of overall schedule to ensure work is assigned and completed on time and within budget
  • Responsible for project governance, change management, financial control and reporting to key internal stakeholders
  • Adhering to best practices and supporting the on-going improvement of delivery processes
  • Ensure all deliverables for the team are completed with specified quality standards and deployed within timelines
  • Manage the communications with the onshore team and delegate campaigns and tasks with the offshore team & Updating Lesson Learnt Post Closure.

Shift Lead

Delivery (SSN Solutions Subsidiary)
Gurugram
02.2016 - 05.2016
  • Managed Projects for ecommerce and logistics.

Technical Specialist

HCL Technology LTD
Noida
09.2010 - 02.2016
  • Manage large IT projects consisting of team members that span across multiple technical domains including network, systems, security, and datacentre
  • Setting up governance models for large projects & managing resource requirements for major network projects
  • Developing project plans, approach, RFP/RFI responses, cost estimates
  • Working closely with the client at all levels in the client organization
  • Communicate weekly progress / status of projects to leadership and business units and all stakeholders
  • Managing highly complex projects with customized processes and deliverables from planning until closure
  • Managing & execution of projects for major customer
  • Implementing various service requests for the customers in coordination with Engineering Team
  • Timely reporting the status of project to various internal & external stakeholders
  • Performing project management for major projects and Business As usual
  • Responsible for the project life-cycle from Design till Customer Acceptance
  • Adhering to desired SLAs for timely delivery of projects & BAUs for revenue recognition.
  • Managed Team size of 13 Resources with overall Admin, client responsibilities.

Systems Analyst

NIIT Technologies Ltd.
Gurugram
03.2007 - 09.2010
  • Involved in driving Process improvement initiatives among team members maintaining quality of services
  • Analysed System Outages and managed incidents including Prioritization, Initial Troubleshooting, Escalation of issues to peers etc.

Technical Support

VCUSTOMER
Delhi
10.2006 - 03.2007
  • Installed, configured and troubleshot all issues related to Routers
  • Maintained customer satisfaction utilizing excellent soft skills and best service.

Technical Support

IBM Daksh
Gurugram
12.2003 - 02.2006
  • Handled Inbound calls for HP Desktop and AIO printers along with troubleshooting technical issues and maintaining SLAs CSAT.

Team Member

HCL BPO
Noida
12.2002 - 11.2003
  • Handled Inbound calls for McAfee along with troubleshooting technical issues and maintaining SLAs.

Education

MBA - Operations Management

IMT CDL GHAZIABAD, Ghaziabad
01.2023 - Current

Bachelor of Science - Information Technology

Alagappa University, Karaikudi
08.2009 - 12.2012

Skills

SFC Certifiedundefined

Academic Dossier

  • PGMOM, IMT CDL Ghaziabad, Pursuing
  • B SC(IT), Alagappa University
  • CompTIA A+ Certified
  • EXIN -ITIL Foundation V3.0 Certified
  • PMI PMP Trained
  • Scrum Fundamental Certified
  • MS Azure Fundamentals Certified
  • OCI Foundations Associate Certified
  • MS Power Platform Fundamental Certified
  • OCI AI Foundations Certified
  • PMI Generative AI

Affiliations

PMI

Certification

MS AZURE FOUNDATION

Timeline

Senior Project Manager - Infogain India Private Ltd
03.2023 - Current
IMT CDL GHAZIABAD - MBA, Operations Management
01.2023 - Current
Service Delivery Manager - Cloud4C Services Private Ltd
04.2022 - 03.2023
Senior Project Manager - HCL Technology LTD
04.2021 - 04.2022
Project Implementation Coordinator Expert - BT Global Services Private Ltd.
07.2017 - 04.2021
Shift Lead - Delivery (SSN Solutions Subsidiary)
02.2016 - 05.2016
Technical Specialist - HCL Technology LTD
09.2010 - 02.2016
Alagappa University - Bachelor of Science, Information Technology
08.2009 - 12.2012
Systems Analyst - NIIT Technologies Ltd.
03.2007 - 09.2010
Technical Support - VCUSTOMER
10.2006 - 03.2007
Technical Support - IBM Daksh
12.2003 - 02.2006
Team Member - HCL BPO
12.2002 - 11.2003

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UMESH MISHRAA Results-driven IT Delivery Manager With 19 Plus Years Of Experience In Driving Scalable Enterprise Initiatives, Managing End-to-end Delivery Of Complex Cloud, Infrastructure Projects, And Leading High-performing Delivery Teams To Success. A Proven Agile Evangelist With Excellent Communication, Presentation, And Planning Skills.