VINAYAK PATIL
Thane,Maharastra
Summary
With over 15 years of experience as an operation manager, service delivery manager, service line manager (SLM), and process manager, have consistently demonstrated, ability to lead and manage teams to achieve exceptional results. Expertise lies in creating and implementing efficient processes that improve operational efficiency and enhance customer satisfaction. One of biggest achievements includes successfully leading a team of 50+ employees. Highly organized and detail-oriented, have effectively collaborated with cross-functional teams and built strong relationships with clients. Strategic planning and problem-solving skills have been instrumental in driving business growth. Seeking a challenging role to utilize skills and experience in contributing to organizational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Delivery Manager, Western Australia HSS
ATOS Global IT Solutions and Services Private Limited
12.2020 - Current
- Manage end-to-end service delivery for multiple client accounts across industries, ensuring the successful implementation and execution of IT service management processes.
- Oversee daily operations of the IT services team, driving SLA compliance, incident resolution, and customer satisfaction.
- Lead a team of 50+ professionals, including service desk agents, technical support specialists, and project managers, ensuring high productivity and effective communication.
- Collaborate with clients to understand business needs and provide solutions that align with their objectives, driving customer retention and satisfaction.
- Prepare and present detailed performance reports to clients, senior management, and other stakeholders, highlighting key metrics and improvement areas.
- Implement ITIL processes to streamline service delivery and improve efficiency, resulting in a 15% reduction in service-related incidents and a 10% increase in client satisfaction.
- Manage vendor relationships, ensuring that third-party services align with quality standards and contractual obligations.
- Develop and maintain project plans, budgets, and timelines for IT transformation projects, ensuring on-time and within-budget delivery.
- Lead crisis management during major incidents and service outages, coordinating with technical teams and clients to minimize downtime.
- Spearhead continuous improvement initiatives that improved operational efficiency by 20%, including the automation of routine tasks and the introduction of self-service tools for clients.
- Worked Tool - Service now, BMC Remedy, HPSM, Jira
- Service Management Expert
Service Line Manager
ATOS Global IT Solutions and Services Private Limited
01.2013 - 01.2021
- Worked Service Line Manager for EngieIT (GDF) France.
- Develop project plans outlining tasks, timelines, resources, and dependencies for SAP Basis administration projects
- Coordinate with stakeholders to define project scope, objectives, and deliverables
- Allocate resources effectively to ensure project milestones are met within budget and timeline constraints
- Lead and manage a team of SAP Basis Administrators, providing guidance, direction, and support throughout project lifecycles
- Define roles and responsibilities within the team and ensure clear communication channels
- Foster a collaborative and high-performance team culture to achieve project goals effectively
- Provide technical expertise and guidance to SAP Basis Administrators, ensuring adherence to best practices and standards
- Review technical designs, configurations, and implementation plans to ensure alignment with project requirements and objectives
- Conduct regular quality assurance reviews to identify and address technical issues or gaps in implementation
- Oversee the execution of SAP Basis administration tasks, including system installations, upgrades, migrations, and performance tuning
- Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project delivery
- Communicate project status, updates, and issues to stakeholders, keeping them informed throughout the project lifecycle
- Coordinate with external vendors and service providers as necessary to procure tools, resources, or expertise required for project execution
- Manage relationships with internal stakeholders, including business users, IT teams, and project sponsors, to ensure alignment with project objectives and expectations
- Maintain accurate project documentation, including project plans, status reports, meeting minutes, and technical documentation
- Prepare and present project status updates.
- Successfully implemented Lean management.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Reduced order lead time 20% by restructuring workflow and applying lean principles.
Service Manager
Siemens It Solutions and Services, Saint Gobain
01.2019 - 12.2020
- Lead service delivery operations for multiple high-profile accounts, managing the end-to-end lifecycle of IT services, ensuring that client requirements and contractual obligations are met.
- Act as the primary point of contact for senior client executives, ensuring alignment on service objectives and the resolution of issues, driving a 98% client retention rate over the last 5 years.
- Manage and coordinate incident management, problem management, change management, and service request management functions, ensuring high availability and minimal service disruptions.
- Oversee day-to-day operations of 80+ team members across service desk, technical support, and project management functions, delivering exceptional service performance while fostering a culture of excellence.
- Define and enforce SLA targets, using data-driven insights to manage and report on performance, ensuring that all KPIs and metrics are achieved consistently.
- Conduct regular client review meetings to present detailed reports on performance, identify gaps, and implement corrective actions.
- Implemented strategies to increase customer service satisfaction ratings.
- Resolved customer complaints in professional and timely manner.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Team Lead SAP Basis Administrator
ATOS
01.2010 - 01.2013
- Install and configure SAP systems, including SAP ERP, SAP NetWeaver, SAP S/4HANA, and other SAP applications, based on business requirements and technical specifications
- Set up system landscapes, clients, and system profiles according to SAP best practices and organizational standards
- Monitor SAP system performance, availability, and resource utilization using monitoring tools such as SAP Solution Manager, SAP CCMS (Computing Center Management System), and third-party monitoring solutions
- Perform performance tuning activities, including optimizing system parameters, database parameters, and memory configurations to ensure optimal system performance
- Plan and execute SAP system upgrades, enhancement packs, and support package installations to keep systems up to date with the latest features, fixes, and security patches
- Coordinate with stakeholders to schedule upgrade activities, conduct pre-upgrade checks, and perform post-upgrade validations to ensure system integrity
- Implement and maintain backup and recovery procedures for SAP systems, including database backups, file system backups, and disaster recovery planning
- Test backup and restore procedures regularly to verify data integrity and minimize downtime in the event of system failures or data loss
- Manage user accounts, roles, and authorizations in SAP systems, ensuring appropriate access controls and segregation of duties
- Monitor user activity logs and perform periodic security audits to identify and mitigate potential security risks
- Manage the transport landscape for SAP systems, including transporting configuration changes, custom developments, and system updates between development, quality assurance, and production environments
- Review and approve transport requests, resolve transport conflicts, and ensure proper documentation
- Trained new team members by relaying information on company procedures and safety requirements.
SAP Basis Administrator
FRANCE/Nessie
01.2008 - 01.2010
- Manage SAP systems' installations, upgrades, patches, and configurations, ensuring system reliability, security, and performance
- Provide technical support for SAP applications, including troubleshooting, monitoring, and optimizing system landscapes to meet business requirements
- Aided in problem resolution tasks via in-person and on-call availability, maintaining resolution rate of 99.3.3%.
- Performed quality assurance testing of new installations and recently updated software solutions, checking for functionality and compatibility issues.
- Applied necessary support packs to SAP and Oracle products, maintaining up-to-date and secure software installations.
- Solved functional and technical obstacles and worked closely with project team from different streams.
Education
Master of Business Administration - operations management
Welingkar Institute of Management
Mumbai12.2024
Bachelor degree -
University of Mumbai
Mumbai01.2006
Skills
- Project Management Expert
- Customer Service Expert
- Problem Solving Experienced
- Quality Control Experienced
- Team Building Expert
- Process Improvement Expert
- Strategic Planning Experienced
- New client onboarding
- Operations support
- Client relationships
- Incident investigation
- Customer engagement
- Project implementation
- Resource allocation
- Customer satisfaction
- Performance improvement
Certification
- AWS Certified Cloud Practitioner 2024
- Leadership Development Curriculum 2023
- Prince 2 Foundation & Practitioner
- ITIL V4 Foundation IT Service Management
- Lean Six Sigma Yellow Belt
- Atos Lean Navigator
- Cisco CCNA Routing & Switching
- ITIL V3 Foundation IT Service Management
Languages
English (UK)
Marathi
Hindi
Assignments/projects
- Government of Western Australia Department of Health (HSS), Service Delivery Management, 15th Dec 2020, Present, Overseeing the operation, maintenance to ensure uninterrupted service delivery and adherence to safety standards.
- Standard Chartered Bank, siemens it solutions and services, Saint gobain ,Service Manager, 1st Jan 2019 -14th Dec 2020, Overseeing and optimizing operational processes within an organization.
- EngieIT (GDF) France, Service Line Manager (SLM), 5th Feb 2013- 14 Dec 2019, Overseeing the strategic direction, delivery, and performance of SAP-related services.
- FRANCE/Nessie, SAP Basis Administrator, 8th Oct 2008- 2nd Feb 2013, Manage SAP systems' installations, upgrades, patches, and configurations.
Awards
- Accolades (Gold), 01/01/24
- SPOT Award, 12/01/23
- SPOT Award, 03/01/19
- Accolades (Silver), 03/01/17
Hobbies and Interests
- Bike riding
- Drawing
- Cooking
Personal Information
- Place of Birth: Mumbai
- Date of Birth: 05/07/85
- Nationality: Indian
Timeline
Service Delivery Manager, Western Australia HSS
ATOS Global IT Solutions and Services Private Limited
12.2020 - Current
Service Manager
Siemens It Solutions and Services, Saint Gobain
01.2019 - 12.2020
Service Line Manager
ATOS Global IT Solutions and Services Private Limited
01.2013 - 01.2021
Team Lead SAP Basis Administrator
ATOS
01.2010 - 01.2013
SAP Basis Administrator
FRANCE/Nessie
01.2008 - 01.2010
- AWS Certified Cloud Practitioner 2024
- Leadership Development Curriculum 2023
- Prince 2 Foundation & Practitioner
- ITIL V4 Foundation IT Service Management
- Lean Six Sigma Yellow Belt
- Atos Lean Navigator
- Cisco CCNA Routing & Switching
- ITIL V3 Foundation IT Service Management
Master of Business Administration - operations management
Welingkar Institute of Management
Bachelor degree -
University of Mumbai
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