Vinay K Sharma

Strategic Service Delivery for one of the Canadian client

• Build credibility, establish rapport and maintain communication with key stakeholders within organization/Account/Client
• Ensure high degree of service quality and reliability and manage risks for the same
• Keeping an eye on every aspect of Service & operations. Proactively advise on risks and propose/initiate mitigating actions in a timely manner
• Advice on continuous Service Improvement in the Programs and Service delivery
• Ensure compliance with respect to internal and client processes
• Ensure that proactive measures are planned to respond to any unforeseen event that could threaten service delivery
• Instill a high degree of ownership, sense of urgency and drive across teams
• Drive innovations to result in financial benefits for the organization
• Responsible for resolving operation escalations and enhance customer satisfaction
• Maintains continuous alignment of Account operations & support services in line with organizational objectives, and make recommendations to enhance effectiveness of the support provided toward the business result or strategic intent

Client Delivery Management for a UK based client

• Coordinated delivery of contracted solutions at contract level and in full accordance with outlined cost, scheduling and quality terms.
• Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
• Collaborated closely with customers to share information about available capability and offerings, increasing utilization and delivery effectiveness.
• Engaged customers to discuss business needs and explore opportunities to increase revenue.
• Supported customers via telephone, email to handle escalations and service concerns.
• Integrated ITIL best practices to improve [Type] delivery management.
• Managed resources effectively to avoid unnecessary delivery delays.
• Increased profit margins by effectively controlling budget and overhead and optimizing service levels.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Built relationships with customers and community to establish long-term business growth.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.

Client Delivery Management for a UK Based client. Worked at Onsite (Chesterfield, UK) for a year)

Offshore Service Delivery for a UK based client

• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Interfaced effectively with account, answering questions and delivering exceptional service.

Onsite Datacenter Operations Delivery for a multinational financial client

• Oversaw development and implementation of improvements to support and network operations.
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

Windows Operations management for a US based multinational telecom client

• Introduced new methods, practices, and systems to reduce turnaround time.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

Supported a german client as a Team Lead

• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
• Mentored employees and offered constructive feedback for performance improvement.

Worked as a Team Lead for Networks and Systems support

• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Coached team members in techniques necessary to complete job tasks.

Worked at Systems Officer

• Coordinated secure system access of users to various department systems and platforms.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.