Aswin Cherian

Seasoned Service Delivery Manager with proven track record in optimising service operations and enhancing customer satisfaction. Demonstrates strong leadership and problem-solving capabilities, driving continuous improvement and operational excellence. Excel at building and maintaining client relationships, ensuring seamless service delivery and alignment with business goals. Skilled in team management, strategic planning, and delivering high-quality solutions.

Service Delivery Manager at Tata Consultancy Services (2022- Present) • Managed endtoend service delivery processes, improving operational efficiency and customer satisfaction levels.

• Analysed service delivery failures, identifying root causes and implementing corrective actions.
• Developed and monitored service delivery metrics, using data to inform strategic decisions.
• Added value by coaching teams to inspect and adapt processes, guiding departments through new process implementations.
• Prepared detailed reports on service delivery outcomes, providing transparency to stakeholders.
• Designed customised service solutions for key clients, strengthening client relationships.
• Orchestrated the resolution of highpriority incidents, minimising impact on business operations.
• Coordinated and allocated resources to support service team.
• Built and maintained teams by providing motivation and encouraging collaboration to reach assigned goals.
• Mentored junior staff, fostering a culture of excellence within the service delivery team. SAP SD Consultant Team Lead at Tata Consultancy Services (2022-08 – 2022-10) • Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency • Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Managed team of over 8 members, ensuring project completion within stringent deadlines and quality benchmarks.
• Facilitated open communication within the team, encouraging feedback and collaborative problemsolving.
• Monitored team performance, identifying areas for improvement and implementing corrective actions.
• Initiated and managed weekly meetings to discuss progress, address challenges, and strategise future actions.
• Advised senior management on facilities needs and delivered ongoing operational support.
• Conducted comprehensive training sessions for new team members, fostering skill development and swift integration.
• Adapted quickly to changing business priorities, demonstrating agility and leadership. SAP SD Consultant at Tata Consultancy Services (2019-08 – 2022-07) • Translated customer requirements into functional processes in SAP system.
• Analysed and resolved complex SAP SD issues, significantly reducing system downtime and improving user satisfaction.
• Reviewed and updated SAP SD training materials regularly, keeping content relevant and current.
• Collaborated with crossfunctional teams to integrate SAP SD with other modules such as MM and FI.
• Facilitated enduser training sessions on SAP modules, significantly improving user competency and adoption rates.
• Monitored system performance postimplementation, making adjustments to enhance functionality and user experience.
• Provided expert SAP SD consultancy services, advising clients on best practices and emerging trends.
• Monitored SAP SD system performance, recommending upgrades and patches to maintain optimal operations.
• Identified gaps in service delivery, and recommended and implemented operational improvements to meet business objectives.

Sales Engineer

Projects at Eta Engineering Pvt Ltd (2015-07 – 2017-02) • Cultivated and sustained robust relationships with key clients to propel HVAC sales growth in targeted markets.

• Provided expert technical support and guidance to customers, resolving issues and maximising product performance.
• Conducted detailed technical presentations and demonstrations, effectively showcasing product benefits to prospective customers.
• Conducted competitive analysis to stay ahead of market trends and position products strategically against competitors.
• Negotiated contracts with clients, achieving favourable terms and conditions for the company.

Student Project

Trainee at Bosch Ltd (2015-01 – 2015-05)

Bachelor of Technology/Engineering in Mechanical (2015)