Vimal Radhakrishnan
Senior Service Delivery Manager
Chennai
Summary
Astute Service Delivery Manager offering 18 years of experience supporting Infrastructure and Application Service delivery. Efficient and proactive leader with expertise in ITIL, Outage Response, Technical Project Management, Customer Delight and Vendor Coordination.
Overview
20
20
years of professional experience
7
7
Certifications
Work History
Senior Service Delivery Manager
Tata Consultancy Services Limited
10.2022 - Current
- Coordinated high-profile events for clients, ensuring seamless execution from planning stages through post-event follow-up activities.
- Implemented client feedback programs, identifying opportunities for service enhancements and driving continuous improvement efforts.
- Negotiated with vendors to secure competitive pricing for services, reducing operational expenses without compromising quality.
- Mitigated potential risks through diligent planning and proactive management strategies, ensuring minimal disruptions to service delivery timelines.
- Implemented continuous improvement initiatives to enhance overall service quality and drive operational excellence.
- Delivered exceptional customer experiences by proactively addressing concerns, resolving issues promptly, and maintaining a focus on client satisfaction.
- Developed strong relationships with key stakeholders, ensuring open channels of communication for effective collaboration.
- Improved service delivery efficiency by implementing new process improvements and monitoring key performance indicators.
- Championed change management initiatives, fostering a culture of adaptability among team members during periods of organizational transition.
- Reduced client escalations through proactive communication and problem-solving strategies.
- Oversaw the successful launch of multiple projects, achieving on-time delivery while adhering to strict budget constraints.
- Supervised operations of 24-hour customer service desk staffed by 30 team members.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Service Delivery Manager
Orion Innovation
04.2020 - 10.2022
- Responsible for consulting with appropriate staff/departments on application requirements, user interface functionality and maintenance of systems
- Assist Architects to help define the best approach to implementing new features/functionality and resolving technical implementations on additions to existing features
- Provide guidance to development staff, quality assurance and production support staff
- Provides timely response and support to production line customer issues and helps to ensure that system maintains all SLAs throughout investigation, troubleshooting and resolution.
- Reviewed established business practices and improved processes to reduce expenses.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
Service Availability Manager
IBM
05.2017 - 04.2020
- Optimizing the availability of IT infrastructure, systems and services to meet the commitments IBM has made to its clients related to availability target levels in a cost-effective manner
- Providing a holistic view of the client's environment and make recommendations to improve overall service availability
- Developing and maintaining Availability Plan which prioritizes and plans IT availability
- Monitoring IT availability levels by comparing actual levels against targets and addressing shortfalls
- Coordinating resources and actions to expedite technical recovery after a major incident and to provide real time communication to management detailing specific recovery actions, plans and status
- Assume the leadership and the operational responsibility for the resources allocated to the clients or services under my responsibility
- Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client
- Provide analysis on work performance data and reports
- Ensure the coherence of the backup and data recovery plan.
Infrastructure Manager
Hewlett Packard Enterprise
07.2006 - 05.2017
- Built Service delivery improvement plans and release management policies by reducing change failure rates and improving system availability and stability
- Increased application/systems performance up-time for all sites through system and process re-design, resulting in a 20% gain in KPIs and SLAs
- Mitigated information and system security audit deficiencies associated with contract terms
- Managed successful client implementation onto new Enterprise platform while managing tight timeline and limited resources (SIEBEL CRM upgrade)
- Improved process for maintaining Service Catalog and oversaw 100% compliance of meeting SLAs and KPIs in accordance with master services.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Maintained high availability of services by overseeing regular backups, updates, and patches for all systems.
- Conducted regular reviews of system logs to identify potential issues before they escalated into major incidents.
- Established key performance metrics to monitor infrastructure health and identify areas for improvement.
- Responded to and remedied critical issues that could not be addressed by technicians.
- Played Multiple roles from starting as an L2 Application Support Engineer to a Service Level Manager.
Technical Support Engineer
Slash Support
02.2006 - 07.2006
- Optimized network operations by monitoring system performance and implementing necessary updates or modifications.
- Enhanced customer satisfaction by providing timely and accurate technical support for their network concerns.
- Participated in professional development opportunities such as conferences, seminars, workshops to maintain expertise in the field of network technical support engineering.
- Documented all technical support activities, ensuring a thorough record of actions taken for future reference.
- Developed and maintained a knowledge base of common network issues, resolutions, and best practices to streamline the troubleshooting process for the support team.
Executive
Sutherland Global
09.2004 - 10.2005
- Reduced response times with effective prioritization of tasks and efficient time management skills.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Education
Post Graduate Diploma in Business Administration - Operations Management
Symbiosis Centre For Distance Learning
04.2001 -
Bachelor of Engineering - Production Engineering
University of Madras
04.2001 -
Skills
Certification
Project Management Professional
Timeline
Senior Service Delivery Manager
Tata Consultancy Services Limited
10.2022 - Current
Certified Scrum Master CSM®
06-2022
Certified in Microsoft Azure Fundamentals - AZ 900
03-2021
Project Management Professional
12-2020
Service Delivery Manager
Orion Innovation
04.2020 - 10.2022
Certified in ITIL Intermediate - Release, Control and Validation Capability
12-2018
Service Availability Manager
IBM
05.2017 - 04.2020
Certified in ITIL V3 Foundation
10-2012
Infrastructure Manager
Hewlett Packard Enterprise
07.2006 - 05.2017
Technical Support Engineer
Slash Support
02.2006 - 07.2006
Executive
Sutherland Global
09.2004 - 10.2005
Post Graduate Diploma in Business Administration - Operations Management
Symbiosis Centre For Distance Learning
04.2001 -
Bachelor of Engineering - Production Engineering
University of Madras
04.2001 -