IT Delivery Manager

Krishnendu Datta e-mail – *********@*****.*** Contact: +1-479-***-****

Employment Eligibility

Green Card Holder

Experience Summary

Over 20 years of experience in application development & maintenance in IT industry with 12 years of experience in ITIL based Service Delivery / Project Management

Trained on PMP and applied in project delivery

Experienced in managing multiple projects for several UK & US based clients

Experienced in SLA based service delivery model

Experienced in onsite-offshore model

Experienced in both Waterfall and Agile SDLC

Project Management & Implementation Experience – Preparing estimations, proposals, scheduling, planning and tracking projects, handling issues, customer interactions, management reporting to customer CTO, CIO level

Quality Assurance – Exposed to standards and procedures of ISO 9001, BS7799, PCMM and SEI CMM Level-4, ensuring systematic Change control procedure, Configuration/Incident/Problem/Capacity/Availability Management procedures

Strong analytical and user interaction skills

Managed all kinds of IT projects including ITIL based managed support services, application development, 24x7 production support, IT Help Desk

Client Engagement and Client Management – Highly successful in building and maintaining client relationships from scoping through to and post deployment; knowing when to involve executive sponsors and other stakeholders; managing day to day interactions with executive sponsors

Business Development - Developing and maintaining contact with top decision makers at the client; organizing and leading the proposal team; participate and lead aspects of the proposal development process

Communication, Negotiation and Influencing – Exhibiting systematic; organized; data and results driven – with a focus on completion aligned to mutually agreed deliverables

Ability to work independently and manage multiple task assignments

Core Competencies

IT Project / Program Management

IT Service Delivery Management including Help Desk

IT Transition Management

SDLC, ITIL Processes

Client Relationship Management

Certifications

IT Infrastructure Library (ITIL) – Foundation Certificate in IT Service Management

Financial Planning Certificates (approved by CII)

Work Experience

Global manufacturer of confectionery, pet food, and other food products, US – May 2016 – Dec 2016

Global IT Transition Director

Managing IT application transition globally with a team of 175 associates, involving 3 different regions – Asia pacific, Europe and America

Overall responsible for successful transition within timeline

Managing overall risk, issues and the entire transition governance, both internally and externally

Direct reporting to customer directors with transition progress, performance

Preparation of Steady State Governance, Service Metrics using ServiceNow

Leading Greeting Card Company, US – Aug 2013 – May 2016

Engagement Manager

ITIL based managed application development & maintenance of ERP SAP suite and SAP Helpdesk

Presented the overall solution/approach to CIOs/CTOs/Directors

Providing early warning for any issues, concerns that may affect commercial or delivery implications

Ensuring the overall quality along with implementation of a corrective action with respect to causal analysis

Managed full life cycle (SDLC) IT projects. Established set of practices and methods that ensure the integrity and quality of project deliverables in accordance with the PMP methodology

Supervised teams, communicated project goals and work processes, and resolved emerging problems/issues.

Ensuring prompt resolution of service delivery issues.

Prepared/Monitored Earned Values for each project and adopted timely correction measures

SOW preparation & tracking, facilitated status meetings, track milestones and issues, mitigation

Managing ITSM metrics, guiding & delivering continuous service improvement plan to customers

Preparation of SOP policy and procedures

Planning & implementing ITSM best practices

Maintaining positive business relationship with stakeholders

Leading Retailer, US – Nov 2012 – July 2013

Program Manager

Managed a large BI development program for multi-countries, following Agile methodology

Project planning, resource planning and co-ordination activities to ensure smooth delivery of projects

Providing periodic update to senior management

Maintain positive business relationship with stakeholders

Leading Mobile Phone Retailer, UK – Apr 2009 – Oct 2012

Service Delivery Manager

Managing entire IT development across a wide range of technology/platform, following Waterfall SDLC

Project planning, risk management and other aspects of project management and co-ordination activities to ensure smooth delivery of projects

Produce management and account performance reports

Attend client service review meetings covering performance, quality and processes

Maintain positive business relationship with stakeholders

Large Grocery Retailer, UK – Apr 2004 – Mar 2009

Service Delivery Manager

Produce comprehensive transition plan with clearly defined timelines/milestones, ensuring client's business operations continuity without interruption

Established a strong governance and organizational structure, effective communication plan to work in onshore - offshore model

Assigning core team to shadow the client's resources to transfer and secure knowledge to support

Preparation of Standard Operating Procedure

Monitoring, controlling and supporting a wide range of ITIL based delivery services including Helpdesk

Attend client service review meetings covering KPIs, service improvements, quality and processes

Managed a large development program to realign legacy applications

Project planning, resource planning and other aspects of project management and co-ordination activities to ensure smooth delivery of projects

Managing ITSM metrics, guiding & delivering continuous service improvement plan to customers

Planning & implementing ITSM best practices

Maintain positive business relationship with stakeholders

Life & Insurance Services (UK) - Oct 2002 – Apr 2004

Project Lead

Project planning, monitoring, update to stakeholders

Study & Knowledge Acquisition of various financial applications

Maintaining Open Applications

Managing stakeholders

Financial & Telecom Services (India, USA, & UK) - Apr 1996 – Sept 2002

Developer/Analyst

Coordinating development projects with offshore team and reporting overall success to TCS Project Manager

Developed program specifications following Waterfall SDLC

Development, test automation & testing

Education

Master of Engineering in Mechanical Engineering from Jadavpur University, Kolkata, India

Bachelor of Engineering in Mechanical Engineering from Regional Engineering College, Durgapur, India

Development & Productivity Tools:

Microsoft Project Plan, ServiveNow, IBM Tivoli SmartCloud Control Desk, HP Service Manager, BMC Remedy, Load Runner, HP Quality Center, SharePoint, MS Office Suite, SAP, .Net, SQL Server, Visual Basic, ASP, CSS, HTML

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