Service Manager

SANDEEP NARANG

Bloomington, IL 571-***-**** **************@*****.*** **************@***.**********.***

TRANSFORMATIONAL LEADER

11+ years of Strategic IT Advisory and Operations Management experience

Results-driven, visionary Leader with the proven ability to influence long-term goals in Fortune 100

financial organizations by setting the strategic direction and establishing a trusted positive environment

for all stakeholders. Strong leader and team builder; provides unmatched value through:

Strategic Change Planning & Road mapping IT Compliance and Audit Management

Business Service Management IT Process Management

IT Operations & Quality Management Architectural Modeling

NOTABLE ACCOMPLISHMENTS

Strategy Consultation

Improved the delivery of systems and services by providing strategic insight for IT operations and

•

expert counsel to leaders across the enterprise.

Enhanced IT funding strategies and integrated IT with business functions by conceptualizing a winning

•

Architectural Process Integration Model for a Fortune 50 financial services mutual company.

Orchestrated the adoption of ITIL v3 by developing service lifecycle based management architecture.

•

Transformational Change

Enabled the largest auto insurer in the US to meet NAIC/SOX requirements by deploying General

•

Information Technology controls.

Boosted the service image and quality of one of the world’s largest banks through the successful

•

implementation of BS15000/ISO20000 compliant processes.

Championed the release of an ITIL based helpdesk tool to improve operational efficacy for clients in

•

India.

IT Operations Leadership

Managed a $1 million+ Global 24x7 IT Operations Center of a Fortune 5 organization by providing

•

strong leadership and implementing measures to boost revenues.

Directed a 35 member technical team involved in providing world-class offshore support.

•

Business and Relationship Development

Built lasting relationships and gained trusted advisor status with Fortune 300 clients in the banking and

•

insurance industries. Successfully renewed consulting contracts worth over $1 million.

Displayed sensitivity to the differences in Asian and American business cultures, and employed

•

appropriate communications techniques to manage onshore/offshore operations.

PROFESSIONAL EXPERIENCE

TEKsystems Current

IT Architect, Illinois

Works with IT leaders to develop a roadmap to meet strategic and operational growth needs using

•

capability based planning techniques.

Develops technology and planning architecture to enable business strategy. Achieved through the

•

creation of meta-models to bridge the gap between strategic IT planning and project execution.

Identifies capability based value metrics to measure performance of IT as a competitive differentiator.

•

Improves IT performance through the development of functional strategies using industry frameworks

•

such as TOGAF, ITIL, COBIT and Process Classification Framework.

Establishes efficient practices, delivery policies, procedures, and processes required for creating

•

business solutions and value for customers.

Page 1 of 4

www.linkedin.com/in/narangsandeep

Optimizes operations through the creation of Architectural Decision Documents and Statements.

•

COGNIZANT TECHNOLOGY SOLUTIONS (CTS)

PEPPERWEED ADVISORS, LLC (Acquired by CTS) 2005 – Apr 2010

Senior IT Consultant, Illinois

Provided architectural oversight by defining IT process architecture to drive cross-sector

•

integration. Identified triggers, key activities, roles, tools, and metrics for process optimization.

Developed strategic IT planning roadmaps to mitigate issues and risks for funded service

•

management initiatives, thus enabling prioritization of future investment.

Defined service management future state architecture based on a service lifecycle approach.

•

Included real-life worked examples, process flows, and RACI matrices to cement the adoption of

ITIL v3.

Bridged the gap between application development and service management operations by defining

•

a unique portfolio model to manage software products, business applications, and services.

Executed Service Design & Service Transition processes to define and manage IT services.

•

IT Audit Consultant, Illinois

• Analyzed risks and identified applicable IT controls to meet various regulatory and compliance

requirements.

• Documented control narratives, test and self-assessment procedures to evaluate control

performance and support management reporting.

• Evaluated various governance, risk, and compliance tools to aid attestation of financial reports.

MEGASOFT CONSULTANTS 2004 –

2005

Service Management Consultant at The World Bank, Washington D.C.

• Implemented ITIL service support and service delivery processes and policies to aid

BS15000/ISO20000 compliance and security initiatives.

• Customized and executed a process automation framework for input into BMC-Remedy.

• Evaluated and implemented an agent-free configuration management framework and tool.

• Coached, mentored, and trained teams on appropriate quality tools and methodology usage.

• Actively consulted and aided the Network Services Helpdesk to achieve CORE 2000 certification.

• Performed internal process assessments and developed plans to support external audits.

• Created a customized course on BS15000 for internal staff, in collaboration with BSI.

• Provided extensive documentary support for compliance sustainability.

GE GLOBAL TECHNOLOGY SOLUTIONS 2002 –

2003

IT Performance Leader, India

• Collaborated with global service performance leaders to identify service level objectives and

standardize operational metrics.

• Improved the backup architecture & processes for critical data residing on user systems by

effectively using the Six Sigma DMAIC methodology.

MICROLAND LIMITED 2000–

2002

Process Manager, India

• Led a team of developers to create a helpdesk tool that improved service management effectiveness

at client sites.

• Transformed the customer’s quality management system by leveraging ITIL based process re-

engineering techniques.

• Conducted process deployment workshops to define service management processes

• Sustained the Continual Improvement Program by auditing processes and recommending system

performance improvement objectives at customer locations.

Page 2 of 4

www.linkedin.com/in/narangsandeep

Operations Manager – GE Capital International Services, India

• Led a 24x7 offshore operations center to provide support for technology services across Asia-

Pacific.

• Mentored a diversified team of 35 people, including help desk agents, technical support engineers,

technical specialists, and shift managers.

• Increased profitability and replication of the business delivery model through operational

excellence.

• Created service support processes for managing the customer’s infrastructure across geographically

distributed regions through locale-specific processes and a cross-functional teams.

• Customized service management tools and components to support multi-level customer

requirements.

• Significantly reduced the problem resolution turnaround time and improved first-call effectiveness

by evaluating and building technical competencies.

• Standardized and implemented personnel policies for permanent and contract staff; drove team

satisfaction and reduced attrition levels.

• Implemented monitoring across all managed sites for real-time alerts and dashboard usage.

•

Project Manager for Standard Chartered – ANZ Grindlays Bank, India

• Acted as a liaison between clients, users, and vendors in Melbourne, Australia.

• Led a team of engineers for the packaging and release of windows based applications.

GODAVARI FERTILIZERS & CHEMICALS LTD. 1999 –

2000

Assistant Manager Systems, India

• Identified technical architecture to support implementation of SAP R/3 – ERP modules.

CERTIFICATIONS

ITIL v3 Expert, ITIL v2 Service Manager

•

Certified Information Systems Auditor (CISA)

•

Certified Quality Auditor (CQA), American Society for Quality

•

Six Sigma DMAIC Greenbelt, GE

•

ISO 9001:2000 Associate Auditor, RABQSA

•

MCSE, A+

•

Working on TOGAF 9 certification

•

TRAINING

TROUX 8 IT and Business Transformational Platform

•

COBIT 4.1

•

BS15000-1: 2002 Internal Auditor Training, British Standards Institute

•

Creating a Computer Security Incident Response Team (CSIRT), Carnegie Mellon Software

•

Engineering Institute

• HP Service Desk 4.5 Implementation and Service Design

EDUCATION

Symbiosis Institute of Management Studies, India

Post-graduate Diploma in Systems Management (MBA)

Bhavans Vivekananda College, Osmania University, India

Bachelor's Degree in Commerce and Accounting

Page 3 of 4

www.linkedin.com/in/narangsandeep

PUBLICATIONS

Author: Strengthening compliance efforts through Service Level Management, Computer World, 2006.

•

Reviewer: Six Sigma for IT Management, Van Haren Publishers, 2006.

•

Author: The Effect of ISO20000 on ITIL, ITSMWatch, 2005

•

Page 4 of 4

www.linkedin.com/in/narangsandeep

Contact this candidate