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Mankaran Singh

Delivery Project Executive - IBM INDIA

Work experience

Sep 2001Present

Delivery Project Executive

IBM India
  • Extensive experience in stakeholder management, complex project management, multi-location, multi culture and multi-vendor delivery
  • Experienced in managing multiple full life-cycle projects from business development to final delivery by institutionalizing industry proven quality processes, methods and tools.
  • Extensive experience in managing external vendors for delivery of complex programs, Service Delivery Management with stringent SLAs.
  • Lead complex Enterprise wide Transformation initiatives like Lean, Six Sigma - targeted to save costs, increase efficiency, C-sat, People Connect and Capability Building.
  • Deliver a best-in-class Quality IT Services by deploying intelligent Metrics/KPI’s, Executing industry leading efficiency metrics (CpC, CpPH, Utilization, MTTR) and implementing defect prevention processes (Value Adds)
  • Promote an effective Controls & Compliance mechanism – Enable Risk Assessment & Mitigation by driving internal audits to help plug loop holes within laid down processes.
  • Enable Consistency in delivery thru predictive and preventive processes and replicating TQM models across client engagements.
  • Driving continuous improvement through GDF (Global Delivery Framework) based on LEAN principles with the objective aimed to achieve; best in class IT Services and to standardize delivery processes globally.
  • Leading enterprise wide CSAT Surveys/ VOC for critical accounts followed up with a detailed analysis on the findings and recommending improvement plans.
  • Driving analysis and reviewing KPI trends to help identify shifts and further recommend suitable and timely actions to stake holders.
Jan 2010Nov 2011

2aqQuality Manager

IBM-Global Process Services
Jul 2008Dec 2009

Deputy Manager

IBM-Global Process Services
Feb 2007Jun 2008

Assistant Manager-Operations

IBM-Global Process Services
Feb 2004Feb 2007

Quality Analyst

IBM-Global Process Services
Sep 2001Jun 2004

Customer Care Specialist/sr. Ccs

IBM-Global Process Services

Skills

Building
Bench
PerForm
RE-ENGINEERING
Efficiency

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