Prabhu Vasudevan
Los Angeles
Summary
Dynamic Service Delivery Manager with a proven track record at HCL Technologies, adept at enhancing customer satisfaction through strategic planning and continuous improvement. Skilled in managing service level agreements and performance metrics, I excel in stakeholder engagement and risk management, driving operational excellence and fostering strong client relationships.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
HCL Technologies
Los Angeles
01.2024 - Current
- Analyzed customer feedback surveys results to identify opportunities for improvement.
- Established relationships with external stakeholders to support service delivery operations.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Developed and implemented strategies to improve customer satisfaction levels.
- Monitored performance metrics to identify areas for improvement.
- Ensured SLA compliance and maintained service delivery quality standards.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Developed operational policies and procedures related to service delivery management.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
- Assisted in developing budget plans for various projects related to service delivery management.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Resolved escalated issues in a timely manner while maintaining customer satisfaction levels.
- Managed communications between internal teams and external customers regarding product updates or changes in services offered.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Reviewed existing service level agreements and proposed changes when necessary.
- Led the transition and transformation projects for new client onboarding, ensuring smooth service integration.
- Oversaw daily operations of service delivery team, enhancing productivity and efficiency.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
- Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
- Managed budget for service delivery projects, ensuring optimal use of resources and cost control.
- Managed risk and implemented mitigation strategies to minimize impact on service delivery.
- Negotiated contracts and SLAs with clients and vendors, ensuring alignment with business objectives.
- Managed end-to-end delivery of IT services to national clients, ensuring SLA compliance and customer satisfaction.
- Developed and maintained strong client relationships, acting as the primary point of contact for service-related inquiries.
- Implemented continuous improvement processes to reduce costs and improve service quality.
Service Delivery Manager
HCL Technologies
Chennai
07.2018 - 12.2023
- Analyzed customer feedback surveys results to identify opportunities for improvement.
- Established relationships with external stakeholders to support service delivery operations.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Developed and implemented strategies to improve customer satisfaction levels.
- Maintained records of customer interactions and complaints for future reference.
- Monitored performance metrics to identify areas for improvement.
- Ensured SLA compliance and maintained service delivery quality standards.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Developed operational policies and procedures related to service delivery management.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Assisted in developing budget plans for various projects related to service delivery management.
- Analyzed customer feedback data to identify opportunities for improvement.
- Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Maintained up-to-date knowledge of industry trends and developments.
- Resolved escalated issues in a timely manner while maintaining customer satisfaction levels.
- Implemented strategies for continuous improvement of services based on customer feedback data.
- Reviewed existing service level agreements and proposed changes when necessary.
- Led the transition and transformation projects for new client onboarding, ensuring smooth service integration.
- Monitored performance metrics and conducted regular reviews to identify areas for improvement.
- Oversaw daily operations of service delivery team, enhancing productivity and efficiency.
- Facilitated regular team meetings to discuss project status, challenges, and strategies for improvement.
- Prepared and presented detailed reports on service performance, challenges, and achievements to senior management.
Operation Manager
Wipro Technologies
Chennai
07.2014 - 07.2018
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Created monthly reports for senior management summarizing operational performance metrics.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Conducted performance reviews for team members.
- Established processes to ensure efficient workflow throughout the organization.
IT Program Manager
Mphasis An HP
Chennai
11.2007 - 07.2014
- Developed project plans and schedules for IT programs.
- Monitored project progress and provided updates to stakeholders.
- Provided leadership and guidance to team members on best practices for developing IT solutions.
- Created and maintained detailed records of program performance metrics for reporting purposes.
- Analyzed customer feedback to identify areas of improvement within existing IT programs.
- Resolved conflicts between teams or departments involved in the development of IT programs.
- Ensured compliance with relevant regulations and standards when implementing new IT programs.
- Coordinated with stakeholders to define project scope, objectives and success criteria.
- Drafted and reviewed contracts, policies, procedures, and other documents related to IT programs.
- Provided training sessions on how to use new technology solutions.
- Collaborated with business partners to define scope, budget, timeline, objectives, and deliverables for each project.
- Implemented strategies for improving user experience with existing systems.
- Coordinated meetings with technical staff and clients to discuss program requirements.
- Controlled operational IT budget and expenditures within department parameters.
Senior Technical Specialist
Citigroup Inc
Chennai
11.2006 - 11.2007
- Supported maintenance of existing pre-production and production environments for Citibank.
- Assisted US, Nigeria, and Israel with environment-related services.
- Installed and configured Windows Server to meet specific project requirements.
- Executed installations per Citigroup standards across all regions.
- Administered Legato backup systems to ensure data integrity.
- Provided capacity planning software and evaluation tools for performance monitoring.
- Implemented server consolidation utilities to optimize resource usage.
Associate Engineer
Cognizant Technology Solutions, CTS
Chennai
01.2004 - 10.2006
- Installed and configured Windows 2000 and 2003 servers to meet project requirements.
- Configured IIS Server to enhance web service capabilities.
- Set up Exchange Server, including mailboxes and distribution lists, while enabling OWA.
- Configured ISA Server 2000 and 2004 for reverse proxy functionality.
- Executed data backup and restoration processes to ensure information integrity.
- Installed and configured McAfee ePolicy Orchestrator server for security management.
- Resolved software-related issues through systematic troubleshooting methods.
- Installed and configured Print Server in Windows 2000 and 2003 environments.
Customer Support Engineer
CMS Computers
Chennai
02.2001 - 01.2004
- Led 7-member team at Cognizant Tidel, managing escalations for desktop support.
- Executed migration of Active Directory and Exchange from NT5.5 to Exchange 2000.
- Implemented AD, Exchange, and IM environment as part of facility project.
- Contributed to establishment of two new facilities at Cognizant.
- Installed, configured, and administered DHCP, WINS, Exchange Server, VSS, IIS servers, and Share Permissions.
- Administered McAfee E-Policy Orchestrator for workstation and server virus updates.
Customer Support Engineer - Trannie
Leading Edge
Chennai
05.1999 - 02.2001
- Installed operating systems: Windows NT Server, Windows NT Workstation, Windows 98, and Windows 95.
- Resolved operating system-related issues promptly and effectively.
- Addressed printer problems to maintain operational efficiency.
Education
Bachelor of Computer Applications (BCA) - Computer
University of Madras
Chennai ,Tamil Nadu10-2002
Diploma in Computer Technology (D.C.T) - Computer
Panimalar Polytechnic
Chennai Tamil Nadu04-2000
Skills
- Service level agreements
- Performance metrics
- ITIL best practices
- Customer satisfaction improvement
- Risk management
- Stakeholder engagement
- Budget management
- Strategic planning
- Continuous improvement
- Client relationship management
- Incident management
Certification
· ITIL V3 processes.
· Microsoft Certified Systems Engineer (MCSE, Windows Server Management)
· Citrix Certified Administrator for Citrix XenApp 5 For Windows Server 2003
· Trained on VMWare
Languages
English
Full Professional
Tamil
Full Professional
Timeline
Service Delivery Manager
HCL Technologies
01.2024 - Current
Service Delivery Manager
HCL Technologies
07.2018 - 12.2023
Operation Manager
Wipro Technologies
07.2014 - 07.2018
IT Program Manager
Mphasis An HP
11.2007 - 07.2014
Senior Technical Specialist
Citigroup Inc
11.2006 - 11.2007
Associate Engineer
Cognizant Technology Solutions, CTS
01.2004 - 10.2006
Customer Support Engineer
CMS Computers
02.2001 - 01.2004
Customer Support Engineer - Trannie
Leading Edge
05.1999 - 02.2001
Bachelor of Computer Applications (BCA) - Computer
University of Madras
Diploma in Computer Technology (D.C.T) - Computer
Panimalar Polytechnic
Similar Profiles
Srinivasan NandagopalSrinivasan Nandagopal
ETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ LtdETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ Ltd
Pooja SaxenaPooja Saxena
Senior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt LtdSenior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt Ltd
Abhishek KumarAbhishek Kumar
Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)
Prateek MedirattaPrateek Mediratta
L2 Production Support Engineer at HCL Canada INC & HCL technologies LTDL2 Production Support Engineer at HCL Canada INC & HCL technologies LTD
Ava GarciaAva Garcia
Host/Server at Perfect Pear BistroHost/Server at Perfect Pear Bistro