www.resumekraft.com

Nishant Jadhav

SERVICE DELIVERY MANAGER

A focused & result oriented Professional with nearly 19 years of experience in Project Management, Service Delivery, Transition Management, Service Assurance, Program Management, Vendor Management, Manpower Management, Training Management & Customer Life Cycle Management. SKILLS

Project Management

Service Delivery

Agile Scrum

Team Management

Quality Assurance

Program Management

Transition Management

Managed Services

NOC Setup

EXPERIENCE

Service Delivery Manager

ESP - Global IT Solutions Oct 2021 - Present

Experience and ability to work across global teams like Field Ops Team, Vendor Management Team, Network Operation Centre,Billing that span geographies, org boundaries, matrixed environments. Anticipates customer needs and proactively meets and exceeds customer expectations. Recognizes the issues that customers want to resolve, and creates, or facilitates services to address customer needs. Responsible for end-to-end P&L of 7 accounts of Wipro & Cognizant. Responsible for Global Service Desk Support as a Team Lead in L1 and L2 Support. Responsible for Partner Management across APAC, EMEA, LATAM region. Project Manager

Lavelle Networks Feb 2021 - Jun 2021

End-to-End project management services encompassing the entire life cycle of telecom infrastructure implementation – starting from site survey to site integration. Ensures that all issues are strictly managed and controlled to the required specifications. Acted as a consultant, adviser for the new deals, outsourcing projects for resource and technical scope. Project Manager

Jupiter Tele Infra Services Pvt. Ltd Mar 2020 - Feb 2021 End-to-End project management services encompassing the entire life cycle of telecom infrastructure implementation – starting from site survey to site integration. Project Manager

Tata Communications Transformation Services Ltd. Jan 2016 - Mar 2020 Prepare CIS for GBI & Emirates. Create SLA/KPI as per eTOMS standards. Solely handled transition of NOC & Service Delivery Process using MS Project. Recruit manpower as per committed JD for NOC & Enterprise Service Desk. Successfully delivered the project as per SoW commitment. Responsible as a Team Manager for 10+ on role NOC resources to support one of the prestigious clients of TCTSL - EMIRATES Airlines & GBI.

Service performance reporting, presentation with client weekly basis to devise SIP (Service Improvement plans) and conclude them with relevant actions at both side with measurable milestones across all Globe. Responsible and key contributor for the upcoming projects to define and prepare CIS, SLA and KPI for the NOC outsourcing projects of TCTSL.

Responsible for the service performance evaluation and assessment to formulate the process improvement and quality improvement scope for major service desk like SEACOM, WACS, Google & EK, GBI. ad3854@r.postjobfree.com +917********* Pune, Maharashtra www.resumekraft.com

Shift Lead

Tata Communications Ltd. Feb 2014 - Dec 2015

Worked as a shift lead in the Level -2 support Team of TATA Communication, leading IPLCCC/ITFS/VOIP/ICR_IVR Voice/ Audio conferencing Services as a part of Advance Solutions Delivery ( ASD ) TAM (Technical Account Manager) for key accounts HCL/TCS/Genpact/CSC etc. managing customer solution redesigning, solutioning to build resiliency and redundancies. Focused approach in optimizing the troubleshooting / investigation and fault isolation methodology to improve the overall RE (Resolution efficiency).

Consumer Broadband Business - National Customer Enablement Lead Reliance Communications Mar 2008 - Feb 2014

Vendor Management [Ericsson (6 Circles) & Alcatel Lucent (5 Circles)]. Material Management in alignment with Commercial Team. Provide provisioning support to Circles & Clusters in case of manual/auto provisioning required. Monitor Performance against SLA's :- Monitor performance dashboard & periodically conduct calls on performance reviews.

Process Planning & execution of Customer On Boarding Experience. Responsible for New Process Roll out.

Responsible for TRAI CAF Audit Compliance. Responsible for MACD SO Provisioning. Responsible for System Reconciliation.

Project Manager

Kartin Control Pvt. Ltd. (Mumbai.) Jul 2007 - Feb 2008 Project Engineer

Global Teleservices Ltd. Aug 2003 - Nov 2006

Network Operation Engineer

TATA INDICOM Aug 2002 - Aug 2003

PROJECTS

GBI (Gulf Bridge International)

Emirates Airlines and Qatar Airlines

Swissport International, HCL,

EasyJet,Wipro,Cognizant.

EDUCATION

Diploma in Electronics & Telecommunications

Board of Technical Education (BTE) 1998 - 2001

CERTIFICATION

CCNA

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