Harish Mohanlal Sharma
Service Delivery Manager
Chennai
Summary
Dynamic and results-driven Service Delivery Manager with over a decade of experience in leading high-performance teams and delivering exceptional client service. Skilled in IT Service Management, Leadership, Customer Relationship Management, and Project Management. Experienced in managing complex projects, driving process improvements, and ensuring client satisfaction. Proven track record of success in delivering innovative solutions and optimizing service delivery. Adept at collaborating with cross-functional teams and developing strategies to enhance operational efficiency and exceed performance goals. Passionate about driving business growth and achieving operational excellence through effective leadership and strategic decision-making.
Overview
18
18
years of professional experience
Work History
Service Delivery Manager
FLSmidth Private Limited
Chennai, India
02.2012 - Current
- Reviewed established business practices and improved processes to reduce expenses.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Created and enforced detailed organization processes to increase quality and service standards.
- Assisted in development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Coordinated new hire recruitment, training and development.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Led cross-functional teams to achieve project goals on time and within budget.
- Improved service quality, addressing client concerns promptly and professionally.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Developed and maintained knowledgeable and productive team of employees.
- Enhanced service delivery by developing and implementing efficient processes.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Acted as team leader in group projects, delegating tasks and providing feedback.
Subject Matter Expert
Sutherland Global Services
Chennai, India
07.2006 - 02.2012
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Monitored and tracked user progress to identify improvement opportunities.
- Identified and recommended new products based on market research and consumer analysis.
- Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
- Influenced decision-making processes by presenting data-driven insights into key organizational issues.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Collaborated with management to identify and prioritize new development concepts.
- Educated staff on organizational mission and goals to help employees achieve success.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
- Designed and prepared technical reports, studies, and related documentation.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Education
Bachelor of Arts - Financial Services Marketing Operations
University Of Madras
Chennai 04.2001 -
High School Diploma -
Sri Sarda Devi Matric Hr. Sec. School
Chennai 04.2001 -
Skills
Service Level Agreement Management
Policy Development
Team building
Customer Service
Performance Improvement
Service desk oversight
Project Planning
Cost control and tracking
Relationship Building
Workload Management
Decision-Making
Management Development
Service Coordination
Process Monitoring
Risk Mitigation
Task Prioritization
Time management abilities
Continuous Improvement
Teamwork and Collaboration
Resource Allocation
Solutions Development
Timeline
Service Delivery Manager
FLSmidth Private Limited
02.2012 - Current
Subject Matter Expert
Sutherland Global Services
07.2006 - 02.2012
Bachelor of Arts - Financial Services Marketing Operations
University Of Madras
04.2001 -
High School Diploma -
Sri Sarda Devi Matric Hr. Sec. School
04.2001 -