Shanmuganathan

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

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)

M.Sc. - Computer Science