Vasuki Premachandran
Ramanadapuram,Coimbatore
Summary
Service Delivery Manager leading supply chain service delivery across procurement, inventory, warehousing, transportation, and distribution. Aligns IT, business leaders, and vendors to resolve escalations, enforce ITIL-based change and release management, and improve SLA compliance. Tracks KPIs such as order cycle time, inventory accuracy, transportation cost per mile, and warehouse utilization to strengthen service quality and efficiency.
Overview
2
2
Certifications
18
18
years of professional experience
Work History
Service Delivery Manager
Retail America
09.2024 - Current
- The Supply Chain Management (SCM) Project focuses on integrating and optimizing all core functions of the supply chain – procurement, inventory, warehousing, transportation, and distribution. The objective is to create a seamless flow of goods, information, and finances across the entire value chain, ensuring efficiency, cost-effectiveness, and customer satisfaction.
- Directed delivery of supply chain services across procurement, inventory, warehousing, transportation, and distribution, ensuring SLA compliance and operational excellence.
- Acted as the primary liaison between IT, business leaders, and external vendors to align service outcomes with strategic supply chain objectives.
- Oversaw escalations across modules, coordinated with L2/L3 support, and ensured timely resolution of critical issues.
- Implemented ITIL-based practices for change, release, and configuration management across the supply chain ecosystem.
- Tracked KPIs including order cycle time, inventory accuracy, and warehouse utilization to support continuous improvement efforts.
- Led cross-functional support teams, mentored staff, and ensured skill development for effective service delivery.
- Identified inefficiencies, automated processes, and optimized workflows to enhance operational effectiveness across supply chain functions.
- Improved service quality and transparency, achieving timely and accurate order fulfilment.
- Since Sep 2024 to till date
L2-Application Lead
Retail America
09.2022 - 08.2024
- The Transportation Module in McLeod is designed to optimize logistics operations within the supply chain. It provides end-to-end visibility, automation, and control over freight movement, carrier management, and route planning. The goal is to reduce costs, improve efficiency, and enhance customer satisfaction by streamlining transportation workflows.
- Resolved escalated incidents to ensure SLA compliance and reduce downtime.
- Conducted root cause analysis and implemented permanent fixes for recurring issues in transportation module.
- Monitored system integrations and maintained carrier, routing, and billing configurations.
- Developed knowledge base articles and trained L1 support teams to enhance first-call resolution.
- Collaborated with development teams to deliver enhancements and ensure compliance with industry standards.
- Since Sep-2022 to August -2024:
Talent Development Head
Retail America
10.2016 - 01.2022
- Talent Development:
- The Talent Development (TD) is deep and wide, encompassing a rich history of theories and practices and as community of practitioners with varied backgrounds and expertise. Talent Development is an important tool for unleasing human potential. To others, it is a set of practical capabilities for driving organizational results by creating the processes, systems and framework that advance training and development strategies, succession planning, and learning opportunities
- Connecting with ISU Head for strategic planning and demand fulfilment
- Tracked program effectiveness through SME sessions, playback sessions, case studies, exit tests, and POCs.
- Groomed associates strategically to meet customer demand.
- Having frequent connect with account owners to know the TOP demand needed for them
- Tracked certification nominations and completions per quarter.
- Driving the corporate compliance as well as Unit Compliance rigorously and reaching the target on the time
- Tracking the delayed Feedback of the program
- Prepared monthly, quarterly, and yearly dashboards to share with leadership aligned to corporate objectives.
- Facilitating the Virtual LAB and Sandbox playground to enable the Hands-on Practices for the associates to sharpen the coding skills.
- Facilitating the Various hackathons conducted for each account as well as from corporate side
- Driving various corporate initiatives and reach the corporate target on time without any delay
- Since Oct-2016 to August -2022:
Developer/Module Leader
JC Penny USA
05.2016 - 09.2016
- Monitoring of daily jobs in the scheduler
- Working in Performance turning of the jobs
- Developed code to meet project requirements, enhancing functionality and user experience.
- Communicated with clients and gathered requirements from business users to ensure alignment with project goals.
- Analysing Business Requirement Document and doing Impact analysis by Coordinating with different integrated applications.
- Building test cases, constructing test-data from test cases.
- Provided end-to-end support for project delivery, ensuring successful implementation and user satisfaction.
- Leading the offshore TR team
- The J. C. Penney Company (doing business as JCPenney, JCP, and formerly as Penney's) is a chain of American mid-range department stores based in Plano, Texas. The company operates 1,060 department stores in 49 U.S. states (JCPenney once operated in Hawaii) and Puerto Rico, and previously operated a catalog business and several discount outlets.[4] In addition to selling conventional merchandise, JCPenney stores often house several leased departments such as Sephora, Seattle's Best Coffee, salons, optical centers, portrait studios, and jewelry repair. Most JCPenney stores are located in suburban shopping malls. Before 1966, most of its stores were located in downtown areas. As shopping malls became more popular during the latter half of the 20th century, JCPenney followed the trend by relocating and developing stores to anchor them. In more recent years, the chain has continued to follow consumer traffic, echoing the retailing trend of opening some freestanding stores, including some next door to competitors. Certain stores are located in power centers. The company has been an Internet retailer since 1998. It has streamlined its catalog and distribution while undergoing renovation improvements at store level.
- Since May – 2016 to September - 2016
- Project Title : Direct Order Management System
- Industry / Domain : Retail
- Technology : Cobol JCL
- Database : DB2
Developer/Team Member
KAISER PERMANENTE USA
01.2016 - 04.2016
- Extracted reports to meet specific business user needs.
- Since July – 2015 to Apr - 2016
- Project Title : SALES SYSTEM
- Developed and designed client-specific reports using SAS and COBOL, ensuring successful deployment in production.
- Kaiser Permanente is an integrated managed care consortium. Kaiser Permanente is made up of three distinct but interdependent groups of entities: the Kaiser Foundation Health Plan (KFHP) and its regional operating subsidiaries; Kaiser Foundation Hospitals; and the regional Permanente Medical Groups. Kaiser Permanente provides care throughout seven regions in the United States and Firm was founded on 1945.
- Developing the code for extracting the report for the business need
- Report preparation. Developing and Designing the Reports based on the client’s requirement using SAS and COBOL concepts and deploying in production
- Extracting the report for the business user.
- Monitoring of Operation scripts to ensure that the activities are done within the Service
Developer
AXA Insurance
11.2014 - 06.2015
- Analyzed business requirement documents and coordinated impact analysis across integrated applications.
- Analysing Business Requirement Document and doing Impact analysis by Coordinating with different integrated applications
- Tracked defects, conducted causal analysis, and resolved issues using IPMS.
- Provided end-to-end support to ensure successful project delivery.
- I worked in a team named PARIS – Pension and Annuity Record keeping Information System. It is an admin system where we store all the annuity information in OMNI database. Have Worked as a Developer on many projects including agent code expansion (Development & Unit Testing), plan code addition (Development & Unit testing), some enhancement defects and some other small projects and defects. Have also worked in Endeavor environment to promote the code to testing and production environment.
- Project Title : PARIS(Pension &Annuity Record Keeping Information
- Industry / Domain : Insurance
- Technology : Cobol JCL VSAM
- Database : DB2
Team Leader
Selective Insurance
07.2014 - 10.2014
- Client Communication and Participated in the requirements gathering with Business users
- Analysing Business Requirement Document and doing Impact analysis by Coordinating with different integrated applications
- Building test cases, constructing test-data from test cases.
- Supported project delivery by coordinating end-to-end activities and ensuring alignment with business objectives.
- Reviewed documentation with business users to ensure accuracy and completeness of project requirements.
- Compiled and presented weekly status reports to communicate project progress and address any challenges.
- Preparation of weekly status report
- Selective Insurance Group, Inc. is a holding company for ten property and casualty insurance companies rated “A” (Excellent) by A.M. Best. Through independent agents, the insurance companies offer primary and alternative market insurance for commercial and personal risks, and flood insurance underwritten by the National Flood Insurance Program. In this project, We are migrating the Mainframe Cobol code to Oracle tool known as Ins Bridge where we extract the mainframe code to easily understandable code and give the data to the oracle team for migration.
- Since July – 2014 to Oct – 2014
- Project Title : COBOL Code Migration to Oracle tool(Ins Bridge)
- Industry / Domain : Insurance
- Technology : Cobol
- Database : DB2
Back up Project Leader
Bank of America – Merrill Lynch
10.2012 - 06.2014
- Client Communication and Participated in the requirements gathering with Business users
- Analyzing Business Requirement Document and doing Impact analysis by Coordinating with different integrated applications
- Prepared comprehensive technical specification documents to guide development and testing processes.
- Building test cases, constructing test-data from test cases.
- Perform Functional, Negative, Regression, System Integration Testing (SIT), User Acceptance Testing (UAT), Performance testing and Unit testing using Inter test and compare the test results with Unit Test Plan & Jcl sync.
- Verified test results, logged outcomes, and reported findings to ensure quality and adherence to project requirements.
- Defect tracking, causal analysis, and resolution using IPMS
- Oversaw production support activities.
- Providing end to end support for delivering the project successfully.
- Assisted in production deployment and provided ongoing support to maintain operational integrity.
- Leading the offshore TR team
- Bank of America – Merrill Lynch is one of the world's largest financial institutions, serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. MIDAS is a data warehouse structured to support a range of activities, from very detailed analysis at the individual client level, through large-scale analysis across millions of clients. This system is also used to generate reports on historical data.
- Since OCT - 2012 to Jun - 2014
- Project Title : MIDAS (Management Information Decisions Analysis Support)
- Industry / Domain : Banking
- Operating System : Windows XP and UNIX
- Tools : Data stage 8.1,8.5&8.7
- Technology : Cobol JCL VSAM
- Database : DB2
Team Member
Bank of America – Merrill Lynch
12.2008 - 01.2012
- Involved in Production Support in Mainframes and as well as in CMOD.
- Monitored daily jobs in mainframes to ensure operational stability.
- Involved in lot of adhoc task in Mainframes.
- Involved in a lot of ad hoc task in Mainframes.
- Involved in Server Testing.
- Documenting all the Project related Issues.
- Sending Daily ,Weekly, Monthly job monitoring status to onsite.
- Archival of files from Non-mainframe systems.
- Attended SWAT call and fix the issues on time.
- Attended SWAT calls to address and resolve issues promptly.
- Assigning the task to team member on a daily basic.
- Involved in resolution of User tickets and System tickets.
- Resolved user and system tickets to enhance service delivery.
- The MLR solution is used to store / archive, view, extract, export and print regulated firm wide books and records. The MLR application is the corporate electronic archival/retrieval system used to provide desktop access to regulated recorded information (e.g. trade confirmations, client and general ledger statements, daily business sheets and various related business reports). The MLR application is designed to manage and control firm wide information. MLR manages electronic archives of documents, searches and retrieves.
- Dec 2008 to Jan 2012
- Project Title : Merrill Lynch Records
- Industry / Domain : Banking
- Operating System : Windows XP and UNIX
- Technology : Main Frame
- Database : DB2,SQL
- Report Management Tool : IBM – Content Manager Ondemand
- Special Software : File-AID, Endevor
Education
Bachelor of Engineering - Chemical Engineering
Pondicherry Engineering College
Pondicherry01-2008
Bachelor of Engineering - Chemical Engineering
Pondicherry Engineering College
Pondicherry01-2008
HSE - Biology, Maths
Annai Theresa Govt. Girls Higher Secondary School
Karaikal01-2004
SSLC - undefined
Nirmala Rani Girls Higher Secondary School
Karaikal01-2002
Skills
SQL
DB2
DataStage v81
Toad
File Aid
Incident management
SLA management
Problem management
Change management
Root cause analysis
Team leadership
Vendor coordination
Stakeholder communication
KPI tracking
ITIL practices
Accomplishments
- Got appreciated from customers as per the Business owner for setting up the end to end Learning Academy and fulfilling the demand through academy
- Fulfilments of more than 500+ TOP demand through Upskilling and Cross skilling
Certification
IBM Certified Database Associate DB2 Universal Database V9.1 Family | IBM | Feb 2011
Special Awards
Got the Special Initiatives Award from the ISU Head (Business Owner) for fulfilment of 500+ requirements using the upskilling/Cross skilling, Got the Best Talent Development Team from Corporate, Received Best Enablement function award for the retail in organizing more than 250+ training programs in 6 months, Received Corporate initiative aware for making the Unit in TOP among the TCS Level, Received lot of On SPOT Award for various initiative by corporate as well as in Unit.
Timeline
Service Delivery Manager
Retail America
09.2024 - Current
L2-Application Lead
Retail America
09.2022 - 08.2024
Talent Development Head
Retail America
10.2016 - 01.2022
Developer/Module Leader
JC Penny USA
05.2016 - 09.2016
Developer/Team Member
KAISER PERMANENTE USA
01.2016 - 04.2016
Developer
AXA Insurance
11.2014 - 06.2015
Team Leader
Selective Insurance
07.2014 - 10.2014
Back up Project Leader
Bank of America – Merrill Lynch
10.2012 - 06.2014
Team Member
Bank of America – Merrill Lynch
12.2008 - 01.2012
SSLC - undefined
Nirmala Rani Girls Higher Secondary School
HSE - Biology, Maths
Annai Theresa Govt. Girls Higher Secondary School
Bachelor of Engineering - Chemical Engineering
Pondicherry Engineering College
Bachelor of Engineering - Chemical Engineering
Pondicherry Engineering College