Santhosh Vijayaraj
Delivery/Transformation manager
Chennai
Summary
Proactive and meticulous Delivery Manager with over 14 years of experience in IT industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Service Delivery Manager
1 2021 - Current
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential
- Coordinated new hire recruitment, training and development
- Interfaced effectively with key accounts, answering questions and delivering exceptional service
- Facilitated completion of deliveries and verified documentation
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- Attended staff and client meetings and served as liaison to manage operations for account
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training, and ongoing support
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements
- Improved service quality, addressing client concerns promptly and professionally
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company
- Planned and managed full delivery of project lifecycles, from conception through final completion
- Planned and managed full delivery of project lifecycles, from conception through final completion
- Promoted brand at industry events and through ongoing networking efforts
- Met with business leaders to better understand IT issues that negatively impacted businesses
- Streamlined operations for improved customer satisfaction and retention rates
- Used critical thinking to break down problems, evaluate solutions and make decisions
Transformation Manager / CSI Champion
01.2019
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Defined clear targets and objectives and communicated to other team members
- Assisted in organizing and overseeing assignments to drive operational excellence
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Identified and communicated customer needs to supply chain capacity and quality teams
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Controlled resources and assets for department activities to comply with industry standards and government regulations
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Leveraged data and analytics to make informed decisions and drive business improvements.
Major Incident Manager
01.2015 - 01.2018
- Conducted post-resolution reviews with team members
- Provided immediate emergency response and incident management
- Developed and coordinated response processes
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
- Developed highly effective incident response team and trained extensively in preparation for possible events
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Assessed incident priority based upon impact to business and escalated issues as necessary.
Service Desk Analyst
01.2011 - 01.2014
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Resolved common user concerns by utilizing preset issue resolution scripts
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
- Engaged in user support interactions via telephone, chat and email platforms
- Installed and configured operating systems and applications
- Diagnosed and troubleshot hardware, software and network issues
- Configured hardware, devices, and software to set up work stations for employees
- Monitored system performance to identify potential issues
- Researched and identified solutions to technical problems
- Patched software and installed new versions to eliminate security problems and protect data.
Customer Support Analyst
01.2008 - 01.2011
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Managed customer service effectiveness by monitoring performance and assessing metrics
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Promoted available products and services to customers during service, account management, and order calls.
Education
Bachelor of Engineering -
Campion Anglo Indian Higher Secondary School
Trichy 10.2004 - 04.2008
Skills
Project Creation
Operations Support
Performance Improvement
Mentoring and Training
Resource Allocation
Risk Mitigation
Data Analytics
Workload Management
Incident Investigation
Client Relationships
Active Listening and Communication
Client Relationship Management
Customer Engagement
Linux
Customer Relationship Management
Problem-solving aptitude
Cost Control
Won the contract through RFP with multiple competitors for 5 years 2024- 2029 worth 20M
Contract Negotiation happened with the customer in which finally it was awarded to Coginzant for the next five years. Being part of the core team and contributed in pricing model , Delivery model , Way of working , Costing and all the activities.
Timeline
Transformation Manager / CSI Champion
01.2019
Major Incident Manager
01.2015 - 01.2018
Service Desk Analyst
01.2011 - 01.2014
Customer Support Analyst
01.2008 - 01.2011
Bachelor of Engineering -
Campion Anglo Indian Higher Secondary School
10.2004 - 04.2008
Service Delivery Manager
1 2021 - Current
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