Service Delivery, Service Management,Business Operations

Samir Bhatt

London, UK

**, ***********’s Close, Ealing – West, London W13 9PN, UK

Phone : Mobile +44-782-***-**** Landline +44-744-***-****

E Mail : acunww@r.postjobfree.com

Sr IT Project & Service Management Professional

13+ years of quantifiable experience in Business Operations, IT Project Management,

Program Coordination, Service Delivery, Process Transition, Client Relationship Management etc.

A corporate leader with proven combination of strategic innovation with entrepreneurial execution and drive. Demonstrated strengths in enhancing value through focus on core competencies & business deliverables, best suited application of Service Management practices, customer focus and commitment to excellence. Exceptional proficiency in strategic planning & management, process deployment, service delivery etc. towards creating and enhancing value for all stakeholders

PROFESSIONAL SYNOPSIS

CORE COMPETENCIES

Highly accomplished and results driven professional with demonstrated success in IT service delivery with with excellent understanding of business dynamics

Demonstrated excellence in proactively managing business cycle process – driving and managing service quality and improvement of service delivery processes towards achieving critical strategic goals

ITIL V3 and BRM Certified professional

Presently associated as Senior Client Services Manager with Dunnhumby IT Services in London, UK

Expertise in

oService Delivery Management, IT Project & Program Management and streamlining IT operations

oIncident Management, Problem Management, Change Management, Availability Management and Server Build Activation and Deactivation processes

oManaging large scale multiple technology projects encompassing the onsite planning, deployments, maintenance of complex corporate information systems thereby ensuring the business functionality adherence

oDeveloping and implementing continuous improvement programs to enhance service delivery to Customers

Adept in aligning technical solutions with business objectives

Versatile and multi-skilled with ability to manage multiple responsibilities simultaneously, achieve defined goals & objectives, an effective communicator with strong analytical, critical problem solving & organizational skills

Experience in handling and driving well diversified & multi-cultural work environments

Business Operations

IT Project Management Program Coordination

ITIL Framework

Service Delivery Management

IT Infrastructure Management

Account Management

Vendor Management Contract Management

Problem & Incident Management

IT Change Management

Quality & SLA Management

Helpdesk Management

Risk Assessment & Management

Gap Analysis Process Improvements

Performance Optimisation & Measurement

Cost & Resource Optimization

Capability Building Initiatives

Coaching & Mentoring

MANAGERIAL SKILLS

C level authority liaison

Analytical and logical skills

Time driven delivery ability

Conflict management & resolution

Collaborative skills

Excellent communication & interpersonal skills

Negotiation skills

CAREER SUMMARY

Dunnhumby IT Services, London, UK Jun’10 till date

Senior Client Services Manager, Innovation and Technology Apr’13 till date

Global Service Manager (Senior Manager), Global Service Management Jan’12 – Mar’13

Service Manager, Global Service Management Jun’10 – Dec’11

Accenture India, Gurgaon, India Nov’06 – May’10

Service Management Lead Oct’09 – May’10

IT Service Desk Lead Nov’06 – Oct’09

Convergys India, Gurgaon, India Oct’03 – Oct’06

In Team Process Trainer, Microsoft Products Nov’05 – Oct’06

Technical Support Officer, Microsoft Windows Oct’03 – Oct’05

Escotel Communications (Now Idea Cellular Ltd.), U.P, India Feb’02 – Feb’03

Sales & Marketing Executive

PROFESSIONAL EXPERIENCE

Dunnhumby IT Services, London, UK Jun’10 till date

Senior Client Services Manager,, Innovation and Technology Apr’13 till date

Global Service Manager (Senior Manager), Global Service Management – India Jan’12 – Mar’13

Service Manager, Global Service Management – India Jun’10 – Dec’11

Significant Attainments

Recognized by being

oEntrusted with responsibility for overall governance of Client-Service Provider relationship in Asia, Europe, Canada, Latin America and North America

oGiven additional responsibility managing Centre of Excellence and Service Desk Teams in Global locations

oAwarded Values in Action (Service Excellence) Award 3 times by 3 clients for improving customer experience, new product acceptance and service level achievement

oPromoted in the first year of employment for excellent contribution to acquiring new business

Successfully

oProject-managed all product deployments, implementation issues and warranty periods before handover to support teams

oBoosted subscription to Dunnhumby BI Tools and Products through utilization of customer care up-selling strategy

oDrove service level and customer satisfaction scores from Red-Amber to Green by redefining business services tiers, priority matrix and escalation management initiatives

oRevised the methods and coordinates contributing to the Delivery Service Fee

oInitiated service improvement plans within the infrastructure, application development and data management teams

Key Accountabilities

Mainline responsibility for managing client service delivery function

Be responsible for

oDirecting and improving relationship, service delivery and service experience for multiple global clients Viz. Tesco, Kroger, Macys, Metro, Casino etc.

oDeveloping client documentations such as Service Level Agreements (SLA's), Statements of Work (SOW' and business proposals

oUnderstanding requirements and business opportunity/requirements identification, guidance, support and closure

oAssigning workloads to team, overseeing daily team workflow and redirecting work to meet changing client needs

oApplying and providing operational risk management strategies including delivery processes and procedures and participate in compliance, quarterly audits etc.

oAnalyzing reasons for client dissatisfaction and disseminating the information to the senior leadership

oRecommending updates & modifications, improving products and processes across multiple services lines

oCoordinating with Global Infrastructure, Application Support and Application Development to resolve complex and service impacting issues to minimize impact to client deliverables

oReporting on key performance and quality measures to key stakeholders and developed and delivered client presentations as needed

oSpecifying team requirements (training, documentation, technical handover etc.) for adopting new products or service

oAdoption of new technologies like exadata, SAS and user acceptance of tools and technology and managing problems with vendors like Oracle.

oEnsuring service management processes based on ITIL are used throughout the support teams

Accenture India, Gurgaon, India Nov’06 – May’10

Service Management Lead Oct’09 – May’10

IT Service Desk Lead Nov’06 – Oct’09

Key Accountabilities

Primary responsibility for handling the service management function and client relationship

Be responsible for

oManaging the performance of services to clients for all LOBs and ensure that the Service Levels are achieved

oUtilization of resources by analyzing the interaction flow and skilling resources based on volume pattern for calls, chats & e-mails

oPerforming analysis of reports including process dashboards & team performance reports and initiating appropriate action plans

oDriving C-sat, GPTW and improve retention of key employees and ensuring compliance to policies

oBusiness continuity management including risk impact analysis and Identify ways to reduce cost delivering the services and improve service

oDeveloping

Protocols and procedures to ensure smooth engagement launches

Support, training, and technical advisement “after-care” programs to aid customers in attaining full utilization of the services being delivered.

And managing the change coordinators and Member of the Change Advisory Board.

oImplementing internal Knowledge Management portal to aid in disseminating information on best practices and background information related to the development and deployment of specific customer solutions

oRenewing & providing feedback and approve process documentation, process changes and training documentation

oHiring and training high-performance teams, achieving adoption of “delivery excellence” mind-set

Generate Daily,Weekly and Monthly report of Critical service levels including First Time Fix, Abandon Rate, Average Handling Time and Call Answering SLAs

Significant Attainments

Recognized

oBy being awarded with the People Developer Award from the Managing Director for Technology in India

Successfully

oDefined Service Desk Delivery Processes & developed the knowledge base for 200+ applications

oEnhanced relationship with Carillion Plc UK; through achieving exceptional SLA figures and customer satisfaction scores

oLaunched the Accenture Service Desk in the new Gurgaon facility – Transiting the business to Gurgaon in 2006

oTransited the technology support business to Gurgaon Facility and took it live in March 2008

oSetup new Service Desk from scratch including hiring of resources & developing the knowledge base; Took Project live in September’09 answering 28k interactions a month

Convergys India, Gurgaon, India Oct’03 – Oct’06

In Team Process Trainer, Microsoft Products Nov’05 – Oct’06

Technical Support Officer, Microsoft Windows Oct’03 – Oct’05

Significant Attainments

Recognized with multiple Awards including Quarterly Champion, Star of the Month and the Power of One Award for

FY 2005 – 2006

Successfully handled dual roles and training new hires for the process and mentoring them on the floor to achieve targets

Key Accountabilities

Primary responsibility for devising & delivering training programs on process

Be responsible for

oPreparing and updating training course material

oDesigning and distributing video based training, utilize course evaluations to improve overall training effectiveness

oTraining and mentoring Support Professionals, a batch of 20 trainees, for Microsoft Windows, troubleshooting hardcore windows XP operating system with basic knowledge of windows 9X and other NT based operating systems over a period of 5 weeks

oConducting an MSV (minimum skill verification) apart from Weekly Knowledge Measures where the trainee has to undergo a test on call handling procedures and minimum technical knowledge required to initiate an effective troubleshooting before hitting the floor

oRecording all training undertaken, and maintain accurate reports of all training on a daily basis

oProviding support and encouragement to TSO’s - offering excellent customer service and effective call handling training programs on a variety of products and services

oHandling clients inline with the guidelines provided by Microsoft UK and Microsoft US

ACADEMIC CREDENTIALS

Bachelors Degree in Science specializing in PCM, D.A.V PG College, Dehradun, Uttarakhand, India, 2003

Senior Secondary Examination, Scholar’s Home, Dehradun, Uttarakhand, India, 2000

High School, St. George’s College, Mussoorie, Uttarakhand, India, 1998

PROFESSIONAL COURSES

Diploma in Computer Service Engineering, IICI, Dehradun, 2002

Diploma in E–Commerce, IICI, Dehradun, 2002

PROFESSIONAL CERTIFICATIONS

ITIL V3 Certification, QAI, 2008

Specialist Certificate in Business Relationship Management, Purple Griffon, UK, 2014

Pursuing Prince2 Certification, Knowledge Acadmey UK

Pursuing Key Account Management, Paramount Learning UK

TRAININGS / WORKSHOPS ATTENDED

Project Management Professional (PMP) Training, Adaptech, 2012

High Impact Presentations, Dale Carnegie, 2012

Managers in Action, Star Consulting, 2012

Leadership Advantage, Dale Carnegie, 2011

Building High Performance Teams, Dale Carnegie, 2011

IT SKILLS & PROFICIENCY

Hardware Skills

Desktop / Laptop Troubleshooting – IT Helpdesk, Call Center

Operating Systems

Windows

Application Packages

MS Office Suite

Internet Applications & Tools

PERSONAL DOSSIER

Date of Birth : 11th October 1981

Marital Status : Married

Linguistic Abilities : English & Hindi

Passport Details : Indian Passport G2195468

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