Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Yogesh Poonacha

Yogesh Poonacha

Bengaluru

Summary

Seasoned and dynamic professional with over 23 years of experience in IT service delivery, managing infrastructure services, end user computing, cloud services, pre-sales, marketing, and promotions. President of 'Business Network International' (BNI) Chapter in Bangalore, overseeing a group of 55 business owners and driving referrals that led to increased business opportunities. Currently excelling as a Service Delivery Manager for a manufacturing customer, overseeing global delivery of data center and cloud services, end user computing, and service management with a contract value of $20 million. Proven expertise across various customer domains such as logistics, telecommunications, manufacturing, and consumer goods. Successfully manage external and internal audits like SOC2 and ISO27K1, while also handling finance functions related to engagement such as billing, account payables, receivables, budgeting, and resource optimization. Skilled in building processes, IT service desk transitions, account management, and enhancing client relationships for operational efficiency. Trusted by clients to serve as Account Delivery Manager due to ability to analyze business requirements and align them with processes and solutions effectively. Proficient in providing marketing solutions and conducting market research to help companies penetrate the market and increase their market share effectively.

Overview

23
23
years of professional experience

Work History

Service Delivery Manager

COGNIZANT TECHNOLOGY SOLUTIONS
01.2021 - Current
  • Managing multiple technical service delivery teams
  • Transition of Service Desk to Bangalore
  • Streamline IT processes, manage risk assessments, and mitigate issues
  • Oversee incident, problem, and change management, including RCA ownership.
  • Handle people management of infrastructure services, including KRA, KPI, and talent management.
  • Manage financial aspects including cost reduction, billing, and resource management effectively.
  • Represent IT delivery in ISO/ Security/ audits internal and by external auditors.
  • POC for transformation and BAU teams for migration activities
  • Define goals and perform appraisal and feedback of team as process.
  • Proficient in handling the monthly resource unit billing, including the validation of the billing calls with all the teams in the account and with the heads of customer.
  • Manage customer escalations and engage teams as required, Responsible for SLA’s, manage risks, Issues, mitigations, Drive projects and initiatives, Implement service improvement plans
  • Account relationship management
  • Improved service quality, addressing client concerns promptly and professionally.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
  • Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Led cross-functional teams to achieve project goals on time and within budget.
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
  • Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
  • Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Created and enforced detailed organization processes to increase quality and service standards.

Managing Partner

MAHAGURU INC
01.2014 - 01.2021
  • Provided Marketing, Marketing Research, Sales and Operational Solutions for Products and Services based companies in improving their Product Visibility and increasing market share.
  • Have worked with Various Companies in streamlining their existing process, Including Start-up Companies for Marketing, Sales & Operations to improve their process and save.
  • Have been suggesting companies on the right Sales & Marketing Solutions mix based on their Business and Budget, this has gained them a better market share and increase in business.
  • Established and implemented business procedures and process improvements.
  • New model for Start-ups was designed and Implemented for Product based Companies, wherein Specific Product based consultants were roped in as part time Consultants, which gave the Start-ups Cost benefit with better market penetration with a savings ranging from 10- 30% depending on their investments.
  • Negotiated high-value contracts with clients, securing profitable partnerships for the company.
  • Oversaw financial management of the firm, including budgeting, forecasting, and analysis, ensuring fiscal responsibility and profitability.
  • Increased client base by implementing effective marketing strategies and fostering long-term relationships.
  • Developed comprehensive business plans that led to significant revenue growth and expansion opportunities.
  • Evaluated market trends to identify new business opportunities and develop targeted growth strategies accordingly.
  • Aligned business objectives with industry best practices to ensure the firm remained compliant with regulatory requirements and maintained its reputation for excellence.
  • Implemented innovative solutions to challenges faced by the firm, ensuring its competitive edge in the market.
  • Spearheaded strategic partnerships with industry leaders to expand market reach, significantly enhancing company's visibility and growth.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Account Delivery Manager

HEWLETT PACKARD
01.2004 - 01.2014
  • Have Worked in various roles over a period, to an Account Delivery Manager (IT Services) handling multiple towers
  • Worked with clients from various parts of the Globe
  • Transitioned projects to INDIA and within INDIA, Transitioned a Helpdesk into a Service Desk
  • Created Standard Operating Procedures (SOP) for every Tasks involved in service Desk/ L2/ Onsite/ Wintel/ Network/ Change management/ Release management/ Security Management & Asset management in line with Client expectation and Approvals.
  • Streamlined the process & made sure the Team follows the updated SOP’s with minimal errors during the Transition of the Process & Trained them at regular intervals.
  • Brought a Structure & Process Adherence in the Team
  • Have been able to generate additional revenue by up-selling the products and Services available with us to the client as and when found a requirement arise
  • Handled Multiple Teams like Wintel, Network, Service Desk, L2 Desk, Field Services, VIP Field Services, Change management, Release management, Security Management, Asset Management for Pan INDIA.
  • Handled Multiple Vendors for various roles by negotiating cost for roles for all the teams
  • Met Service Level Agreements, Optimized resources on overachieving service levels, generated additional Residual for the Company
  • Introduced Productivity Tool to capture individual productivity on tickets, this was applauded then by the Global Management and the Tool was introduced to multiple Desks/ Teams
  • Helped multiple Team members in enhancing their Skills based on their Interests
  • Conducted regular reviews of account performance metrics, identifying areas of improvement and implementing necessary adjustments.
  • Implemented effective risk management strategies to minimize potential issues and maximize project success.
  • Monitored service level agreements, ensuring adherence to contractual obligations and maximizing client satisfaction levels.
  • Managed complex account portfolios, consistently meeting or exceeding revenue targets.
  • Established clear lines of responsibility among team members fostering an environment of accountability.
  • Mentored junior team members, contributing to their professional development and skill enhancement.
  • Spearheaded process improvements for more efficient account delivery management practices.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Network Development Agent

INDIAN MACHINE TOOL CONSORTIUM (IMTC) Supported by UNIDO/ IMTMA
01.2002 - 01.2003
  • UNIDO Had formed a Consortium of Small-Scale Industries, providing Grants for any sales or procurement done as a Consortium, As an NDA I was instrumental in bringing about 7 Companies into a Consortium.
  • Was Instrumental in getting them Grants & Loans
  • Was Instrumental in procuring the raw materials for the Consortium as a Consortium
  • Was able to successfully get the Support from financial Institutions like SIDBI, NSIC and KSFC as a Consortium

Education

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Bengaluru
03-2000

Skills

  • Data analytics
  • Incident investigation
  • Customer service excellence
  • Detailed case documentation
  • Mentoring and training
  • Client relationships
  • Strategic project planning
  • ITIL methodology expertise
  • Technical acumen
  • Operations management
  • Technology evaluations
  • Analytical problem-solving
  • Analytical reasoning
  • Team leadership
  • Service delivery management
  • Risk and Compliance
  • Business Continuity
  • Business analysis
  • Marketing Strategy
  • Competitor analysis
  • Digital marketing
  • Project management
  • Budget management
  • Business growth
  • Brand positioning

Accomplishments

  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Collaborated with team of [Number] in the development of [Project name].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Supervised team of [Number] staff members.

Affiliations

  • Business Network International

Timeline

Service Delivery Manager

COGNIZANT TECHNOLOGY SOLUTIONS
01.2021 - Current

Managing Partner

MAHAGURU INC
01.2014 - 01.2021

Account Delivery Manager

HEWLETT PACKARD
01.2004 - 01.2014

Network Development Agent

INDIAN MACHINE TOOL CONSORTIUM (IMTC) Supported by UNIDO/ IMTMA
01.2002 - 01.2003

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Yogesh Poonacha