Patrick Sathish kumar
Chennai
Summary
A dedicated and results-driven Service Delivery Manager with 16 years of experience in overseeing the delivery of services to clients, ensuring exceptional customer satisfaction and operational efficiency. Adept at building strong client relationships, collaborating with cross-functional teams, and implementing process improvements to optimize service delivery. Seeking to leverage expertise in service management and client engagement to contribute to the success of Awan infoTech.
Overview
29
29
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Manager -IT Service Delivery
Teleperformance
07.2024 - Current
- Lead end-to-end delivery of IT Service Delivery operations, ensuring timely and effective resolution of user issues across the organization.
- Developed and implemented standardized policies and procedures for Service Desk and SPOC (Single Point of Contact) operations, improving consistency and efficiency.
- Planned and managed service desk capacity and performance to align with business demands and SLAs.
- Defined and tracked key performance indicators (KPIs) and service metrics, producing regular reports for management review.
- Analyzed user feedback and incident trends to identify service gaps and implement continuous improvement measures.
- Coordinated technical escalations with internal IT teams and external third-party vendors, ensuring swift resolution of complex issues.
- Spearheaded Root Cause Analysis (RCA) initiatives to prevent recurrence of major incidents and enhance overall service reliability.
- Maintained up-to-date documentation, including service workflows, and knowledge base articles to support team training and self-service.
- Fostered a culture of customer-centric support and technical excellence within the team.
Associate Service Delivery Manager
AWAN Infotech
10.2023 - Current
- Cultivated and maintained strong client relationships, ensuring alignment with their needs and objectives
- Acted as primary point of contact, addressing client inquiries, concerns, and feedback promptly and professionally
- Supported delivery of services to clients, ensuring adherence to service level agreements (SLAs) and quality standards
- Collaborated with cross-functional teams to coordinate service delivery and ensure client satisfaction
- Identified and resolved service delivery issues or escalations in timely and effective manner, minimizing disruption to client operations
- Implemented corrective actions and preventive measures to improve service delivery efficiency and effectiveness
- Monitored key performance indicators (KPIs) and service metrics, analyzing data to identify opportunities for improvement
- Provided insights and recommendations to enhance service delivery processes and optimize performance
- Provided regular updates to clients on status of projects or services, addressing concerns and maintaining open lines of communication
- Ensured clear and transparent communication to manage expectations and build trust with clients
- Maintained accurate records and documentation of service delivery activities, ensuring compliance with internal procedures and industry regulations
- Prepared and presented reports to internal and external stakeholders, highlighting key insights and performance metrics
- Contributed to identification of opportunities for continuous improvement in service delivery processes, tools, and methodologies
- Collaborated with cross-functional teams, including technical support, operations, and sales, to align efforts and achieve common objectives
- Fostered collaborative and supportive work environment, promoting teamwork and knowledge sharing among team members
- Managed additional tasks or projects as assigned by Service Delivery Manager, demonstrating flexibility and adaptability in meeting changing business needs.
Team Lead
Servimos Technologies Pvt Ltd
06.2022 - 10.2023
- Led team of 10 in developing new customer service protocols, demonstrating strong interpersonal and communication skills
- Managed End User Computing tracks for major North American clients
- Drove Customer Experience through mentoring employees, managing KPI/ SLA, and delivering value to customer
- Provided technical consulting and drove for innovation and modernization through Transition and Transformation by deep diving into customer requirements and fulfillment
- Part of Sizing and Financial discussions for new logos and new business from existing customers
- Assessed Client feedback and used creativity to establish, improve, and refine services
- Identified customer needs and oversaw service delivery within business context
- Collaborated with development team to document and test new TOS features and enhancements
- Analyzed and reported on support ticket trends and performance metrics to identify areas for improvement
- Assisted in development of custom solutions and scripts to automate routine TOS tasks, improving operational efficiency
- Collaborated with Service Delivery Manager to develop project plans, allocate resources, and track progress to meet project milestones
- Conducted regular client meetings to review service performance, address concerns, and identify opportunities for improvement
- Worked closely with cross-functional teams, including technical support, sales, and product development, to resolve client issues and ensure seamless service delivery.
- Coached team members in techniques necessary to complete job tasks.
Associate Professional System Administrator
Computer Sciences Corporation India Pvt Ltd
08.2004 - 11.2009
- Facilitated consultation with stakeholders to define business and systems requirements for new technology implementations
- Defined & implemented ITIL-based Change and Release Management to improve the skills of the team to take on and deploy work with repeatable success
- Conducted weekly meetings with team to discuss performance, open issues, projects, and opportunities for improvement
- Led strategic development and delivery of enterprise systems including corporate administration, human resources, finance, operational fulfillment, customer relationship management, and business intelligence
- Aligned IT with business strategy; designed & drove large and complex business-IT solutions and translated complex business requirements into innovative technology solutions
- Performed post-implementation 3rd level support, identifying root cause with strategic solutions to problems
- Leveraged enterprise-wide information to re-engineer IT Infrastructure and team strategy into efficient alignment with core business objectives
- Established strong vendor relationships for long-term partnerships, high performing SLA and 24/7/365 high availability uptime.
Subject Matter Expert
SUTHERLAND.
10.2000 - 12.2001
- Led Microsoft client service management and improvement initiatives, transitioning operations offshore, managing 100-member team, driving CSI, revenue growth, and fostering customer-centric culture with robust monitoring and reporting
- Led service management and improvement initiatives for Microsoft client, focusing on enhancing service delivery, account management, and customer satisfaction
- Successfully transitioned service delivery operations from on-shore to off-shore, optimizing resources and processes to improve efficiency and cost-effectiveness
- Managed team of 20 professionals across various tracks, including technical support, operations, and account management, to ensure alignment with SLA-KPIs, revenue targets, and customer satisfaction goals
- Implemented robust performance monitoring and reporting mechanisms to track progress against SLAs, KPIs, and revenue targets, facilitating data-driven decision-making and accountability.
System Executive
Bay Talkitec Pvt Ltd
10.1999 - 10.2000
- Installed and configured CTI hardware and software components for MTNL, BSNL, resulting in improved call handling and reduced operational costs
- Developed comprehensive documentation and user manuals for CTI systems, facilitating client training and support
- Collaborated with sales team to provide technical expertise during client presentations
- Stayed up-to-date with industry trends and emerging technologies, implementing new features and enhancements as needed.
Customer Support Executive
Rif Systems Pvt. Ltd.
01.1996 - 10.1999
- Provided expert technical support to customers, specializing in hardware and printer installation
- Ensured smooth setup, configuration, and troubleshooting to meet client needs and enhance user experience.
Education
Diploma - Electronics & Communication Engineering
St. Michael's Poly Technic
Chennai, Tamil Nadu 01.1996 - 10.1999
Skills
- ITIL
- Incident Management
Certification
ITIL Foundation V 3
Timeline
Manager -IT Service Delivery
Teleperformance
07.2024 - Current
Associate Service Delivery Manager
AWAN Infotech
10.2023 - Current
Team Lead
Servimos Technologies Pvt Ltd
06.2022 - 10.2023
Associate Professional System Administrator
Computer Sciences Corporation India Pvt Ltd
08.2004 - 11.2009
Subject Matter Expert
SUTHERLAND.
10.2000 - 12.2001
System Executive
Bay Talkitec Pvt Ltd
10.1999 - 10.2000
Customer Support Executive
Rif Systems Pvt. Ltd.
01.1996 - 10.1999
Diploma - Electronics & Communication Engineering
St. Michael's Poly Technic
01.1996 - 10.1999
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