Name: Sanjay Sarma Pantula

(Certified ITIL V* Foundation, OSA, Prince 2 Foundation and Practioner)

Cell No: 312-***-****

E-Mail : ad4cjl@r.postjobfree.com

SKILL MATRIX:

Skills

Years Used

Last Used (MM/YYYY)

Project Management Tools – Footprint and/or Service now

9

Current

Overall Change Management accountability

10

Current

Applying a well-structured change management plan, methodology for any changes on employees or processes caused by projects.

12

Current

Communication plan, coaching plan, sponsor roadmap, resistance management plan and training plan.

10

Current

Identifying performance and resistance gaps to develop and execute corrective actions

8

Current

Employment History:

Project : Volvo Truck & Cars 04/2022 - Till Date

Role: ITSM Service Operations Mgr

Responsibilities:

Manage projects by working with stakeholders to identify and document scope, risks, assumptions, priority and resources. Develop project goals, plans and budgets. Assign project tasks to team members and serve as team lead to challenge, motivate and evaluate their progress.

Monitor project status and results against schedule and budget and provide ongoing reports to management. Anticipate and address problems. Work to assure user acceptance and ownership of project.

Assist in the design, development, and implementation of IT processes, procedures, and policies in accordance with the IT strategy and vision.

Partner and collaborate with customers to scope, plan, and implement projects that enable Ruan to serve new or current customers.

Ensure that employees follow established company's system development formal procedures.

Build and develop business relationships with both internally and externally.

Identify, implement, and monitor continuous improvement efforts.

Perform other job-related duties and special projects as required.

Responsible for Change Management activities throughout the lifecycle of the IT Technology project.

Define, lead, mitigate risk and execute all change management tasks to include but not limited to stakeholder assessments, organizational readiness impact assessment, communications planning, training planning and integration of training with change management plan.

Define and measure success metrics and monitor change progress, including creating surveys and analyzing feedback results.

Daily interactions with various dispersed teams /Stakeholders.

Reporting and bi-weekly status updates.

Prepare comprehensive strategies to support change and transition initiatives, through leadership and employee engagement.

Working on strategic change activities, such as, communications planning, sponsor road mapping, coaching planning, training planning, resistance management planning.

Leverage multiple mediums and platforms in the execution of change management activities.

Define and track success metrics of the change management portfolio and report to senior management on progress and achievements.

Contribute to practice development initiatives including training, culture building, internal community.

Identified performance and resistance gaps, developed, and executed corrective actions and analyzed with previous impacts happened

Project 2: Daimler Truck & Cars 04/2021 – 03/2022

Role: ITSM Management

Responsibilities:

Ability to establish and maintain effective working relationships with other departments to obtain information that is required.

Leads, coaches, and advises the recommended course of action to the project team, and clients in outlining milestones, establishing work plans, responsibilities, scope and tracking routines.

Ability to develop a clear and detailed project plan to ensure that a project is feasible and does not veer off course.

Having to skills to develop a step-by-step plan with well-defined tasks and to make sure the team stays on a timeline.

Creating status reports, modifies schedules or plans as required.

Communicating on project plan status on a regular basis to project stakeholders and core team.

Leading activities to ensure project progresses on schedule and accurately reflects current project status through regular updates of tasks and statuses.

Leading and organizes team in development of monthly presentations for senior executives.

Oversees preparation of project reports related to revitalization for management and clients.

Reporting status updates, budget, schedule, and risk.

Leading meeting and communication plan(s) regarding projects among team and/or client.

Utilizes and training others on project management tools and techniques to lead and oversee the maintenance of project scope, customer, and executive expectations as well as overall project focus.

Owning the development of follow-up project reporting on the department.

Creating various reports, databases, and key performance indicators.

The identification of operational changes required to meet project deliverables.

Client: FIFA, NASDAQ, Catalyst 11/2018 – 03/2021

Role: Senior Manager

Responsibilities:

Guide teams towards impactful results that align with and advance strategic goals.

Formulate and articulate long-term strategies, considering effective integration with areas outside the primary responsibilities of teams or organizations.

Taking full responsibility for the successful delivery of medium to large-scale projects with significant business impact and firm deadlines.

Independently maintain an integration program scope and support playbook to foster stakeholder alignment with strategic goals.

Identify, document, assess and manage risks that may affect project success. Maintain a company-standard Risk Register.

Communicate regularly and accurately with stakeholders, utilizing appropriate methods Agile, Waterfall, Jira and project management tools

Adhering to change control procedures and ensure project deliverables are completed within agreed cost, timescale, and resource budgets, securing sign-off.

Ensuring projects follow formal stage gate progression and approvals.

Ensuring formal closure and subsequent reviews, documenting lessons learned.

Provide direction and support to project teams, exercising influence and advocating for technology-related matters at all organizational levels.

Support and enable change within the business and branch colleagues, minimizing disruptions during each project phase.

Assist in the implementation of continuous improvement methodologies, iterating and enhancing processes for successful outcomes.

Remove barriers for project teams and serve as the first level of escalation.

Foster a team culture of collaboration, quality delivery, relationships, and empathy within a high-change program.

Thrive in an environment built on trust, transparency, and accountability.

Act as the primary point of contact for IT third-party implementation vendors.

Cultivate strong relationships with related project teams and business and branch partners.

Make informed decisions within the defined scope by consulting the appropriate stakeholders and balancing details with the bigger picture.

Client: SIEMENS- Health care, Automation and Infrastructure and Energy 10/2017 – 10/2018

Role: Operations Manager

Responsibilities:

Global accountability for roadmaps, performance, and availability of the Corporate IT systems assigned to the IT team

Provide mentorship, coaching, and professional development to a team of direct reports

Serves as a focal point to the company in collaboration with the leadership team for purchase, tracking, integration, testing, operation, and disposition of all changes to company-wide technology owned by the IT team

Translate highly complex IT concepts in ways that a variety of audiences can understand; influence senior leadership to adopt new ideas, products, and approaches

Manage Onboarding and Offboarding and IT request ticketing system SLAs

Provide IT license forecasting, budget, contract negotiations, billing, financial analysis, and manage vendor requests

Lead a team that provisions, manages assets, secures end-user devices and deploys testing equipment, including laptops and A/V

Manage end-user incidents and request tickets with data and metrics-driven decisions

Compile reports & metrics for service performance and quality

Experience with vendor performance management development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management

Ensuring employee lifecycle support and internal processes are documented and updated continually for IT scalability

Negotiate contract agreements, training, setup, and continued relationship of MSP vendors for our software catalog

Client: Hibu 07/2016 – 04/2017

Role: Operations Manager

Responsibilities:

Holding clients accountable to deadlines and drives projects to a successful and timely completion while achieving position metrics and customer satisfaction.

Achieving results by organizing time effectively and utilizing self-management habits that lead to increased productivity.

Managing and allocating resources to ensure work is completed efficiently and effectively on or before deliverable deadline(s).

Processes standard to complex payrolls under limited supervision & coordinates payroll processing timelines with all clients to ensure payroll is submitted in accordance to Paycom submission deadlines

Holds internal and external partners accountable to project objectives and timelines

Provides technical and functional support to all internal and external parties with a Project Plan to collect outstanding data and ensure all deadlines are met

Working with clients to map their current process, understand client pain points and identify areas of improvement to maximize efficiencies through use of the best practices

Coordinates with client(s) to collect setup documentation of all applicable HCM products

Ensures all open implementation tasks are completed, clients acceptance meeting is successfully conducted and all handoff requirements.

The process to indicate that the client is trained and prepared to transition to the long-term.

Leads the internal implementation team in the creation and execution of employee usage strategies

Risk Management:

Diagnoses, researches and resolves customer concerns and requests

Makes independent decisions on problem resolution that are consistent with policies and procedures

Submits all sensitive data through appropriate platforms in accordance with Security Standards

Proactively anticipates clients’ needs and assesses risk

Keeps management informed of any significant client problems

Training & Mentoring:

Utilizes the Project Plan to record setup and trainings.

Ensures all trainings have client acceptance and meeting all standards

Client: Pfizer, Aviva 09/2014 – 02/2016

Role:

Responsibilities:

Effectively monitors, controls, and analyzes reporting to ensure service delivery is achieved to agreed levels of customer satisfaction.

Looks to continually improve the service delivery to meet or exceed customer experience.

Supports the organization on delivering the Service Strategy and vision.

Ensures adherence to Service Management Processes by the Operations Team.

Understands and underpins the implementation of IT Service Strategies supporting Customer environments.

Ensures OLA’s and SLA’s and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes.

Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions).

Responsible for overseeing the continued provision of delivery of services by the Operations team to agreed quality and cost.

Accurately forecasting the demand for services, and appropriate cost by account.

Works to mitigate the impact of service failures and improve quality

Planning and facilitating conversations that build effectiveness in the interactive capabilities necessary for on-going transformation.

Conducts after-action reviews and ensures learnings from the change process are integrated into on-going business practices and future change approaches.

Ensuring the New Balance culture and values are reflected in change approaches and that approaches to change foster resilience, customer-focus, teamwork, and agility.

Working with hand in hand with strategic project managers to ensure project plans and timelines account for change activities.

Work with HRBP, Talent Management, Learning and Development and other HR areas on skills assessments and skills-building plans in support of change so that associates are prepared and can operate successfully across the change journey.

Collaborate closely with Internal Communications on the communications strategy and work as a liaison to ensure messages are tailored to change dynamics and that the communications plans are integrated throughout change management efforts.

Client: ELLAR JAPAN 01/2013- 09/2014

Role: Transition & Training Manager

Responsibilities:

Taking ownership in performing the Change Management activity using the ServiceNow.

Planning and implementing the changes in both new and existing Projects.

Developing a change management plan considering the change details and affected groups.

Preparing readiness evaluating results and presenting findings in an easy-to-understand and logical manner.

Identifying potential risks foreseeing and reviewing earlier occurrence, anticipating the resistance and developing specific plans to address or mitigate the issue

Developing a set of targeted and actionable change management plans, which includes communication plan, sponsor road map, resistance management plan and training plan.

Creating and managing measurement systems in order to track utilization, adoption, and proficiency of employee changes.

Identified performance and resistance gaps, developed and executed corrective actions and analysed with previous impacts happened

Conducting and facilitating Change Management meeting.

Client: BP- British Petroleum 08/2010 - 11/2013

Role: Principal Infrastructure Engineer

Responsibilities:

Overseeing organizational change training program and taking primary leadership.

Working closely with Organizational Development leadership on the implementation of CM strategies and activities to maximize adoption and reduce resistance to change.

Supporting Organizational development of change plans for implementing major initiatives, collaborating on change management assessments, using ServiceNow, and supporting leaders in change management strategies.

Partnering to ensure training and change programs are in alignment with our culture and other training programs.

Partnering with lines of business leaders to assess readiness for change and help to develop change plans that minimize disruption and increases likelihood of adoption and supports a culture of change.

Facilitating train the trainer sessions for staff level change training and acting as back up for employee change training.

Facilitating change management activities with cross-functional team members and stakeholders to understand and ensure adoption of the change.

Collecting and analyzing data to assist in the development of recommendations that influence leadership.

Manages and orchestrates release and deployment activities across functional teams

Working on various platforms development, infrastructure, quality assurance, change management and service desk to ensure awareness, successful operational handoffs, deployment, and acceptance of releases.

Client: FEDEX 02/2010 – 07/2010

Role: Transition Team Lead

Release Management Functional & Technical (24 * 7 Role)

Responsibilities:

Responsible for migration of function or process from the donor Location or Organization.

Manage and delivery of migration and demonstration and training to customers.

Monitoring and raising the Alert using Nagios tool and tickets in web helpdesk tool.

Worked and co-coordination with support on multiple OS Solaris/Linux/Windows servers.

Prepared process Reports, dashboards, standard operational documents of ITIL and matrix.

Acts as liaison between development, Checking the QA are met as per the customer expectation

Managing both infrastructure and teams across the project portfolio roadmap; and ensures the build, deploy, release team can proactively prepare for future needs.

Managing and orchestra release and deployment activities across functional teams

Co-ordination with different business relation managers on different requirement’s development, infrastructure, quality assurance

Manages on-going development and stewardship of the release management process, which includes establishing and enforcing specific policies to govern the process.

Establishes and communicates release schedules, expectations, and release activity progress.

Change management and service desk to ensure awareness, successful operational handoffs, deployment and acceptance of releases.

Change management and service desk to ensure awareness, successful operational handoffs, deployment and acceptance of releases.

ALCATEL LUCENT 08/2008- 01/2010

Role: Team Lead

Responsibilities:

Implementing the change and assessing the change impact, environment (culture, leaders, past history of change) and stakeholders of various projects in the organization.

Working with various business leads and business analysts as required to identify the changes

Develop a comprehensive communications and engagement plan for the with business lead, business sponsor and steering group

Develop an effective training plan and approach to build the necessary capability and align with business lead, sponsor and steering group

Develop a comprehensive change management plan

Working with various project managers to ensure change management activities are integrated into overall project plan to ensure adequate time and resources to effectively manage the change with people

Guide and support the business in executing the change management plan, measuring and monitoring progress and adapting as required so that the stakeholders are ready to use and adopt the solution when deployed

Continue to assess stakeholders and work with business on ways to identify and address resistance

Working with the business lead to kick off and manage the change agent network

Develop a detailed and integrated training plan and work with change agents and training leads to execute

Oversee and engagement plan, developing communications materials as required

Coordinate with development and implementation of a business support model to ensure sustainability of the change

Ensure that change management activities align with Change Management approach and project governance approach. Utilized ServiceNow tool for change management.

Client: PFIZER, TATA MOTORS, AVIVA 06/2006 - 08/2008

Role: Systems Operations Senior Specialist

IT Service Management:

Responsibilities:

Focuses on the attributes and relationships of the CIs maintained in the CMDB and is responsible for Configuration Identification.

Administers and supports construction of the CMS, including CI types, naming conventions, attributes, and relationships.

Supporting procurement of IT assets.

Supporting the tagging and tracking of all IT assets and supports the location and identification of their owners.

Ensuring developers and configuration system users comply with identification standards for object types, environments, processes, life cycles, documentation, versions, formats, baselines, releases and templates.

Identifies assets within the CMS.

Controls the receipt, identification, storage, and withdrawal of all supported CIs via authorized/approved CRs.

Provides information on the status of ALL CIs.

Making sure during the configuration audits ensure physical inventory is consistent with the CMDB/CMS, initiating corrective action through Change Control.

Using CMDB/CMS to help identify other CIs affected by a fault, which is affecting a CI.

Supports CI Owners in CI process and in support of Configuration Control activities.

Maintaining configuration identification architecture, including categorization, attributes, relationships, and naming conventions.

Develops and maintains specialist knowledge of object-oriented analysis, design, and modeling techniques and principles, and a detailed knowledge of IT service, system, infrastructure, and CMS/CMDB architectures.

Client: HP and DELL 01/2004- 02/2006

Role: Technical Support - Help Desk Engineer

Functional & Technical (24 * 7 Role)

Troubleshooting and configure of Desktop, Printers and modems, antivirus installation and outlook

Client: HP, Lenovo, Acer 06/2001- 05/2003

Role: Customer Support Engineer

Functional & Technical (24 * 7 Role)

Troubleshooting and configure of Desktop, Printers and modems, antivirus installation and outlook

EDUCATION:

Master of Computer Application, Madras University - 2008

Bachelor of Computer Application, Madras University - 2006

CERTIFICATIONS:

ITIL V3 Foundation

OSA

Prince 2 Foundation & Practitioner

TECHNICAL SKILLS:

Tools: ServiceNow, BMC-Remedy, Nagios, Tivoli

Programming Languages Knowledge: C, C++, Shell, HTML

Environment and OS: VM-Ware, Red hat Linux, Windows7, XP, 98, 95

Middle Ware: Web logic with SOA

Database: MySQL

CORE COMPETENCIES:

NOC Operations Manager

Location Manager

ITSM / ServiceNow

Change Management

Problem Management

Major Incident Manager

Information Security-Audit

IT Best Practices

Conference -Room Readiness

Transition and Migration

Project Management

Corrective actions

Summary of Qualifications:

Sr. Change Manager with 14 years of IT Infrastructure and Change Management experience with emphasis on ITSM domain.

Certified ITIL V3 Foundation

Worked on strategic change activities, viz. communications planning, sponsor road mapping, coaching planning, training planning, resistance management planning.

Proficient is the use of tools, such as, ServiceNow, BMC-Remedy, Nagios, Tivoli.

Extensively utilized ServiceNow tool for change management

Identified performance and resistance gaps, developed, and executed corrective actions and analyzed with previous impacts happened

Managed delivery of IT services for multiple portfolios.

Liaison to customer and internal stakeholders for business issues, ensure quality of services.

Collaborated across multiple teams to ensure on- time delivery of projects and promote client satisfaction.

Excellent verbal/written communication, documentation, and presentation skills.

Contact this candidate