Suryakala Yuvaraj

Service Delivery and Operations Professional with 17+ years of experience, including 10+ years in IT Service Delivery, PMO, and BFSI banking operations, currently supporting Lloyds Banking Group at TCS. Experienced in service delivery governance, incident management, PMO execution, vendor management, workforce operations, and financial reporting. Proven ability to manage 150+ incidents monthly, coordinate 30+ member teams, and handle 100+ workforce resources across onboarding, offboarding, and lifecycle management.

Strong expertise in SLA/KPI governance, client engagement, escalation management, transition support, audit compliance, and operational reporting.

Service Delivery / PMO Analyst - Tata Consultancy Services (TCS) - Chennai

(2018-01)

• Managed end-to-end service delivery governance for banking client Lloyds Banking Group.
• Handled Project PMO activities including project tracking, milestone monitoring, and delivery reporting.
• Supported Finance PMO activities including accruals, variance analysis, actuals reporting, and journal entries.
• Prepared MIS dashboards, executive reports, and SLA performance reports for leadership reviews.
• Coordinated incident governance, managing 150+ incidents monthly with trend analysis and closure tracking.
• Worked as ServiceNow incident manager ensuring SLA compliance and timely resolution.
• Acted as client-facing SPOC for escalations, governance meetings, and operational reporting.
• Managed workforce operations for 100+ resources (cuboarding, offboarding, lifecycle tracking).
• Led governance calls covering project status, resource planning, and delivery risks.
• Handled vendor workforce management using Workday, Beeline, and VNDLY.
• Supported audit, compliance, and financial governance activities.
• Collaborated with cross-functional teams for service improvement and operational efficiency.

Process Associate - Hewlett Packard (HP)

(2012-01 - 2013-12)

• Managed contract amendment processes and client documentation updates.
• Worked on SAP SD processes including quotations, invoicing, renewals, credit notes, and refunds.
• Supported customer service operations and process ownership activities.
• Coordinated client requests and ensured timely processing of operational activities.

Customer Support Executive - Reliance BPO

(2009-01 - 2012-12)

• Handled inbound customer support operations for Reliance Life Insurance.
• Resolved customer queries related to policies, fund values, and account updates.
• Managed complaint resolution and customer communication activities.
• Supported customer retention and service quality initiatives.

Master of Business Administration - Systems - MADRAS UNIVERSITY (2010-01 - 2012-12)

Bachelor of Science - Mathematics - MADRAS UNIVERSITY (2006-01 - 2009-12)