Shanmuganathan
Service Delivery Manager
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About
An enthusiastic young professional with sound service skills and high leadership qualities with more than 26 + years' experience. Managing all support activities and support agreements, customer satisfaction and the relationship with customer (Customer Orientation), Pre and Post-Sales Support, Costing, Solution designing, Proactive Planning & Organizing, Site preparation, Teaming & Relationship (Networking with People), Solutions deployment, vendor management
Experience
Service Delivery Manager - Fincons Ltd - Chennai
(2023-12 - 2025-01)
- Act as an escalation point
- Ensure service levels are consistently met
- Identify and implement process improvements
- Understand changing business needs and align the service delivery to meet the customer needs
- Analyze calls/patterns and aim to reduce repeated calls
- Improve quality of service through automation and enhanced engineer skill levels
- Analyze vendor performance and conduct vendor reviews for improved performance
- Identify training requirements for the team
- Set up objectives/ KRAs of the team members
- Evaluate performance of the team
- Recommend process improvements
- Schedule and conduct quarterly user satisfaction survey
- Analyze the customer satisfaction ratings and implement plans to improve customer satisfaction
- Implement service delivery improvement initiatives within the program
- Conduct monthly and quarterly formal reviews with management team
- Escalate issues, involve experts wherever required and solve them at the earliest
- Align resources to extend support for critical tasks
- Ensure process adherence
- Measure efficiency of individuals in the program
- Coordination between various stakeholders, internal team & Customer
- Manage escalations and resolve service-related issues in a timely and effective manner
- Periodic Customer reviews & discussions
- Oversee service delivery operations, ensuring timely and quality delivery of services to client
- Lead and manage service delivery teams, providing guidance, coaching, and support
Service Delivery -TL - Quadsel Systems Pvt Ltd - Chennai
(2021-01 - 2022-03)
System Admin - Mohamed Saad Algarni For I.T.Est - Riyadh
(2018-12 - 2020-05)
Service Delivery Manager - Sysnet Global Technologies - Chennai
(2018-02 - 2018-12)
Area Support Manager - Ensure support services (India) Ltd - Chennai
(2011-09 - 2018-02)
A Subsidiary company of Redington India Limited
Manager - Operations - Allied Digital Services Ltd. - Chennai
(2001-04 - 2011-08)
Service Manager - C.C.S InfoTech LTD - Chennai
(1998-08 - 2001-04)
Sr. Customer support Engineer - Axis InfoTech
(1997-02 - 1998-07)
Education
M.Sc. - Computer Science
