Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Johnson  Paul

Johnson Paul

Delivery Manager
Chennai

Summary


Results-driven Project Manager with over 10 years of extensive experience in IT service delivery, specializing in Incident Management and ServiceNow implementations. Possesses a strong track record in gathering and analyzing business requirements, designing solutions aligned with best practices, and mapping processes to enhance operational efficiency. A certified ITIL professional, recognized for consistently meeting SLA metrics and improving service delivery standards.

Demonstrated leadership skills with over 8 years in management roles, adept at overseeing large teams and ensuring high-quality customer service. Proven ability to develop and implement innovative strategies, such as the creation of real-time dashboards for performance monitoring and the seamless transition of operations to offshore teams.
Passionate about fostering collaboration between technical teams and business stakeholders, driving continuous improvement initiatives that enhance user experiences and organizational effectiveness.

Overview

18
18
years of professional experience
5
5
years of post-secondary education
2
2
Certifications

Work History

Service Delivery Manager

Cognizant Technology Solutions India Pvt LTD
CHENNAI
04.2024 - Current
  • UK Government Project
  • Requirements Gathering: Work closely with business stakeholders to gather, analyze, and document functional and technical requirements for ServiceNow implementations and enhancements.
  • Solution Design: Collaborate with technical teams to design ServiceNow solutions that meet business needs, ensuring that the design aligns with industry best practices.
  • Process Mapping: Analyze and map current business processes, identifying areas for improvement and implementing efficient ServiceNow workflows to streamline business operations.
  • User Stories & Documentation: Create detailed user stories, acceptance criteria, and process documentation for development teams and stakeholders.
  • Testing and Validation: Participate in testing activities, including UAT (User Acceptance Testing), to ensure ServiceNow solutions meet business requirements.
  • Stakeholder Communication: Act as a liaison between business stakeholders, technical teams, and ServiceNow administrators, ensuring clear communication and alignment throughout project lifecycles.
  • Continuous Improvement: Monitor and evaluate the performance of ServiceNow applications, recommending and driving improvements to enhance functionality and user experience.
  • Additional Responsibilities:
  • Stay up to date with the latest ServiceNow features and releases to help guide the organization in maximizing platform capabilities.
  • Participate in the development of governance and compliance policies related to ServiceNow usage within the project.
  • Provide feedback on ongoing projects and offer solutions for improvements in service delivery.
  • Taking care of project ESA Activities.

Service Delivery Manager

Cognizant Technology Solutions India Pvt LTD
CHENNAI
08.2022 - 04.2024

Banking Helpdesk Project:

  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Coordinated and led internal and external site team meetings.
  • Supervised operations of 24-hour customer service desk staffed by 70 + plus team members.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
  • Contributed to internal and external account reviews.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Facilitated completion of deliveries and verified documentation.
  • Coordinated new hire recruitment, training and development.
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service.
  • Met with business leaders to better understand IT issues that negatively impacted businesses.
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.

Achievements

  • Created a dashboard for Chat Support Team : To mange Chat SLA & KPI Metrics
  • Created a dashboard for Backlog & FCR Team : To help bring control of backlog tickets.
  • Created a live dashboard to help reduce General Inquiry Ticket and improve FCR.
  • Successfully Transitioned Onsite To Offshore Operation of Work
  • Successfully Transitioned New Business Work to Offshore Team : Go Live was success which was appreciated by Client
  • Created a dashboard for KEDB Management : Real time updates of Published and Pending KB.
  • Return To Office : Worked with Network and Local NSS team to reconfigure the office setup for Team members to work from office.

Service Delivery Manager

Cognizant Technology Solutions India Pvt LTD
CHENNAI
09.2020 - 07.2022

Retail & Stores Project:

  • Managing 2 Team – Global CSC & IT Operations
  • Escalation Management & SLA Owner
  • Weekly, Monthly & SMR Meetings are conducted.
  • Periodic review KEDB.
  • Training Management ( KT Plan)
  • BI Weekly Governance Meeting with Onsite SD Manager
  • App Lens – Ticket Debt Analysis
  • Drove Automation for L1.5 Team (EG) POS Alerts
  • DFS Monthly Governance Report
  • Managing the Team CP , Seat Utilization & Budget.
  • Driving Continuous Service for Team.
  • Invoice Management.

Achievement

  • Created Second line of Leadership – To Run operations
  • Score Card Implementation - Based on on performance indicators associate performance was able to known which resulted in associate being aware of their performance at all times.
  • Created Widget in ITSM Tool – To avoid manual tracking of Catch and Dispatch Tickets

Operations Manager

Cognizant Technology Solutions India Pvt LTD
CHENNAI
02.2016 - 08.2020

Retail & Stores Project:

  • Handled 3 teams over span of 4 years.
  • Creation and publication of monthly, weekly, and daily report – Performance management
  • Participate in CDI & CEI Audit.
  • AS 400 Profile & Active Directory Administration Audit - Profile Creation & Profile Deletion.
  • SOP Review – SOP to be reviewed every 3 months Incident & Request Categorization – By conducting regular refresher training with support team & with Global CSC team able to achieve this.
  • Computer Associate Service Desk Manager Ticketing Tool - Version 12.9 – New Request Area Creation, Role Mapping & Report Generation. Conducted Business Continuity Plan Activities for projects during critical times and ensure smooth delivery of projects

Achievement

  • FLR Improvement – Achieved 41.1 % from 11 % # Taken Multiple Left Shift task from L2 application team
  • Titan Team Award Q2 2018 – L1.5 Team
  • Titan Team Award Q3 2019 – ITOPS Team
  • Master Stroke Award Q3 2018 – Received this award for outstanding Delivery shown

Service Desk Team Lead

Cognizant Technology Solutions India Pvt LTD
CHENNAI
07.2013 - 01.2016

Retail & Stores Project

  • Managing the Office & Warehouse Team. Support
  • Conducting Daily Shift Huddle - To educate team on top call drivers for day.
  • Performance Management - To review performance of team members
  • Continuous Improvement Plan - Review Top Call Drivers and to check for Automation Scope
  • Process Refresher Training - Conducted BI Weekly
  • Preparation of Weekly Shift Schedule.
  • Knowledge Management - Article amendments and creation.
  • Trainer's Role – Responsible for training new Hire in the Woolworths Office & Warehouse team (Password Reset, Office Application / Issue and DC /Warehouse Issue and also training the team members as how to handle High Severity Issues.
  • Project SPOC for New Hire Recruitment.
  • Conducting Fun activities for team every 3 months.

Achievements

  • Creation of P1 Scripts for Warehouse User – This helped to reduce time spent on call with end user.
  • Led another 4-member team in Woolworths (Offshore Command Center) where we used to monitor Replace Woolworths Store Servers and Store IT devices Replacement.
  • Team was nominated in Run IT Awards In Woolworths Onsite – Dec 2013 for preparing script for one time installation for Stores.

Service Desk Agent ( Sr. System Engineer)

Cognizant Technology Solutions India Pvt LTD
CHENNAI
05.2011 - 06.2013

Retail & Stores Project

  • Interacting with Employees of Woolworths of Store and Corporate Office
  • Providing assistance in MS office application for Woolworths Employees
  • Dealing with High Severity Issues, which cause work of Woolworth’s employees to cease.
  • Providing correct and precise technical assistance through Incident management
  • Proving training to new employees to IT Help desk team of Woolworths. Teaching them about process and incident management tool in creating tickets and assigning tickets to correct support team
  • Provided technical assistance to Top VIP employees of Woolworths
  • Providing technical assistance in I Device system (IPADS & IPHONE)
  • Dealt with Issue Mail Sync issue with Blackberry devices and Outlook In CITRIX application

Achievements

  • Completed Technical Helpdesk Test in Brain bench Assessments
  • Received recognition from Client and from team members and from Team manager
  • Creation of KEDB Documents for WW Office & Warehouse Team
  • Received Weekly CSAT Mega Mart cards for being topper of week since its inception from May 2012.
  • Best Support for Q4 2013
  • Star Of Month in Woolworths (Office & Warehouse) for period of April 2012
  • Best Quality in Woolworths for period of May 2012
  • Star Of Month In Woolworths (Office & Warehouse) for period of June 2012
  • Best Quality in Woolworths for period of June 2012
  • Certificate of Recognition for CSAT in June 2012

Consultant

Sutherland Global Services
CHENNAI
12.2008 - 04.2011
  • Removal - Viruses from Desktop & Laptop
  • Acquired skill to remove BOT Viruses and from Registry
  • Windows Updates - Windows Vista & Windows XP - Installation & Removal
  • Escalation Team member - Resolve complicated Viruses

Achievements

  • Bravo Rookie Award for period of March 2009
  • Bravo Champion Award for period of March 2009 Till May 2009
  • Bravo Centurion Award for period of July 09 Till Sep 2009
  • Certificate of Excellence for Best Attendance in Last 6 months
  • Bravo Centurion Award for period of March 2010 Till 2010 Till May 2010
  • Bravo Champion Award for period of May 2010 Till July 2010
  • Bravo Champion Award for period of June 2010 Till August 2010
  • Bravo Centurion Award for Period of September 2010 till November 2010

Team Leader ITES & IT Recruiter

Consultant Square
CHENNAI
03.2007 - 12.2008
  • Recruited - BPO / FMCG - Senior Leadership
  • Recruited for BPO - Technical Associate , Customer care , Quality Associate
  • Business Development - New Client Acquisition
  • Recruit candidate in IT - Technologies - Java , C # .net , Oracle Techno Functional
  • Recruited for Voice and Accent Trainers .I used to check on candidate's previous working experience.
  • Recruited for Management and Information System (MIS) executive skills
  • Recruited candidates for a Call Centre Organization of my clients.
  • Candidate Validation :Checking on candidates on their communication skills and grading them in four factors namely rate of speech, sentence construction, grammar and sound of speech.

Education

MBA - Human Resources Management

The American College Madurai
Madurai , India
06.2004 - 04.2006

Bachelors of Commerce - Commerce

The American College Madurai
Madurai , India
06.2001 - 04.2004

Skills

Proficient in managerial techniques

Process improvement initiatives

Providing guidance and support

Operational efficiency management

Conducting performance evaluations

Client interaction

Efficient resource management

Process optimization

Project coordination

Service enhancement analysis

Customer relationship development

Business analysis

Certification

Certified Scrum Product Owner(CSPO)

Timeline

ServiceNowCSA

06-2025

Service Delivery Manager

Cognizant Technology Solutions India Pvt LTD
04.2024 - Current

Service Delivery Manager

Cognizant Technology Solutions India Pvt LTD
08.2022 - 04.2024

Certified Scrum Product Owner(CSPO)

04-2021

Service Delivery Manager

Cognizant Technology Solutions India Pvt LTD
09.2020 - 07.2022

Operations Manager

Cognizant Technology Solutions India Pvt LTD
02.2016 - 08.2020

Service Desk Team Lead

Cognizant Technology Solutions India Pvt LTD
07.2013 - 01.2016

Service Desk Agent ( Sr. System Engineer)

Cognizant Technology Solutions India Pvt LTD
05.2011 - 06.2013

Consultant

Sutherland Global Services
12.2008 - 04.2011

Team Leader ITES & IT Recruiter

Consultant Square
03.2007 - 12.2008

MBA - Human Resources Management

The American College Madurai
06.2004 - 04.2006

Bachelors of Commerce - Commerce

The American College Madurai
06.2001 - 04.2004
Johnson PaulDelivery Manager