Raghav

  • Bangalore, Karnataka
Raghav

service delivery manager - it 

A proactive and a seasoned leader with 17 years of rich experience in Project / Program Management of IT Services & Infrastructure support. Proficiency in guiding multiple IT Infrastructure projects involving, business users and IT resources. Certified Project Management Professional with strong customer engagement and leadership skills. Outstanding abilities in delivering multi million-dollar IT projects involving diversified global teams within defined project constraints. Possess strong technical expertise in executing complete projects with respect to resources, risks & mitigation, budget, timeline, quality, and margins. Strong in ITIL Processes with excellent people management, analytical and interpersonal skills

Skills

Skills

Program / Project Management

Handling Service Delivery of large programs covering multiple project's life cycle including management of Resources, Risks, Quality, Cost and Margins within agreed timelines. Delivering services as per SLA and achieving customer delight.

Leadership

Advises the management on business (IT) strategies promotes organization among customers and drives organization mission through motivating employees and leading the team.

Visionary and Decision Making

Ensures staff has sufficient information, looks to the future for opportunities, interfaces between senior management, employees and customer to implement organizational change.

Work History

Work History
Jul 2014 - Present

Service Delivery Manager

Wipro Limited

Client / Account : Akzonobel 

Leading entire Offshore Delivery Operations responsible for delivering 24 x 7 remote management services ensuring high customer satisfaction within the agreed Service Level Agreements. The Service offering includes:

  • Manage IT Service engagement responsible to build and manage IT Infrastructure
  • Managing 1000 plus Servers hosted in four data-centers including hands & feet support at each data-centers.
  • Migrating IT infra from conventional data-center to virtual data-centers
  • 24 x 7 Remote Management Services covering Server, Database, Storage, Backup, Network & SAP Management
  • Estate includes 1000+ Servers (Windows / Linux / HP UNIX), 1000+ SQL Instances, 100+ Network /Security devices
  • Managing offshore team size of 53 and 7 Onsite team to support Data Centers Management, DC Migration to Manage specific critical Business Units requirements.
  • Performance reviews weekly / Monthly and Steering Committee Review on quarterly basis.
  • Compliance to ITIL processes & conducting half yearly external audits.
Oct 2010 - Jun 2014

National Program Manager

Wipro Limited

Client / Account : Program Management Office (PMO) Function

Responsible to enable delivery teams across India and Middle-East with new best practices, processes and tools to ensure they are able to meet or exceed their respective project level deliverable.

  • Design, standardize and implement Delivery Assurance Framework across all 46 identified accounts nationally
  • Strategize and build new practices to facilitate programs to achieve higher customer satisfaction.
  • Identify improvement areas by conducting Customer Value Indicator initiative & support delivery team to mitigate these gaps.
  • Measure, Baseline & benchmark process KPIs across all the identified accounts.
  • Implement controls to ensure sustained / improving trend in performance of the specific process.
  • Lead Quality Improvement Council review on monthly basis with all senior management vertical wise to demonstrate the account wise performance & identify actionable for improvement.
  • Provide support to delivery team at a practice level in case of any customer escalation
  • Track EWS (Early Warning Signal) and customer complaints centrally and drive for closure.
Jun 2008 - Sep 2010

National Program Manager

Wipro Limited

Client / Account : Vijaya Bank 

Responsible for refreshing  and managing complete IT Infrastructure in both primary data-center and Disaster Recovery centers including Servers, Network, Security, Storage, Backup and DC FM Infra. Also responsible for delivering IT services ensuring high customer satisfaction within the agreed Service Level Agreements. The Service offering includes:

  • Providing Core Banking Suite of application support including delivery channels like Internet Banking, ATM, SMS Banking, Mobile Banking and Tele-Banking.
  • Managing 500 plus Servers hosted in two data-centers including hands & feet support at each data-centers.
  • 24 x 7 Network Operations including services covering Server, Database, Storage, Backup, Network & Security Management
  • Estate includes 500+ Servers (Windows / UNIX), 250+ SQL Instances, 100+ Network /Security devices
  • Managing 20 Regional offices, 1250 Branches & 20 Offsite location Support
  • Managing team size of 64 across India locations.


Jun 2006 - May 2008

Program Lead

Wipro Limited

Client / Account : Johnson & Johnson Pharmaceutical Group

Leading IT operations responsible for delivering 24 x 7 remote management services ensuring high customer satisfaction within the agreed Service Level Agreements. The Service offering includes:

  • Regional Service Desk Support for 120 offices spread across 14 Countries
  • 24 x 7 Remote Management Services for entire Asia Pacific Regions
  • Server Management for 750 Servers Windows | HP UNIX | Solaris)
  • Messaging / Active Directory Management.
  • Antivirus Management on 1200 desktops & 300 servers
  • Japanese linguistic support for managing 100+ Japanese OS Servers.
  • Onsite support for data-center management.
  • Managing a team size of 25 at offshore & 5 at onsite locations.


Education

Education