Senior Manager Service Delivery

Akanksha Srivastava – Senior Manager

Phone – 961-***-****

Email – ********@*****.***

Certificate ID: 001208064

Certificate ID: 146*****-****

Senior project manager and a certified Safe Agilist with innovative and solution focused IT professional, specialised in leading high performing and multi-disciplinary teams. Accustomed to managing multiple projects and priorities in fast-paced environment. Total experience of 15+ years in IT (mainly BFSI/Manufacturing/Health/telecom domains). Specialised in vendor, supplier management and management of contractual obligations. Experienced in handling escalations, impediments, risks to align with mitigation steps. Working as the Service Delivery Manager from past 2 years. Currently managing the release train with multiple value streams for Gen AI chatbots (use cases for more than 35 LOBs).

EXPERIENCE

LTIMindtree Ltd.

Senior Manager/ Service Delivery Manager: Program – HR/DFAM, UNHCR

Sept 2023 – Till date

UNHCR is seeking proposals to build a production system of a selected conversational Gen Al website from proof-of-concept blueprint websites, carry out desired enhancements and a period of Hypercare. The selected partner would be expected to work closely with DIST and with the required business partners, as well as other key stakeholders to successfully deliver the objectives. In particular, the perspective frame partner would work directly with UNHCR DFAM business partners, in collaboration with DIST, to design and deliver this solution. Additional desirable functionality/requirements from the Appendix A below should be costed separately.

●Work in close collaboration with the UNHCR project leadership on the management of the project

●Plan, execute and control project to deliver within the agreed time and budget.

●Follow an Agile approach, and respect the UNHCR PMLC (as required)

●Coordinate/manage LTI project resources.

●Manage delivery risks and issues.

●Regular reporting and stakeholder communication as agreed (e.g., to the project steering committee) including reporting on costs and schedule.

●Resourcing and capacity management

●Onboarding and offboarding of the resources

●Schedule performance indexing

●Cost performance indexing

●Delivering MSR/WSR/DSR to all involved stakeholders

●Collaboration with Solution engineers/ Release train engineers.

●Value stream management (VSM) to enhances the way teams deliver high-quality customer experiences

Senior Manager/ Service Delivery Lead: Program – PMT HPS, Honeywell

Oct 2022 – Sept 2023

As a supplier to provide Technical Services and Strategic Program Delivery Management Services for required skills in a managed program to address Honeywell Customer & Commercial Experience ("C&CX") group's project needs. As a supplier to define a managed program as one where Supplier takes ownership for the quality, required skills and process management for the work being performed under the program, working in collaboration with key Honeywell stakeholders to assure the program's success.

●Collaborating with various Vendors and Suppliers involved in Honeywell PMT system (200+ members)

●Delivering WSR/DSR to all involved stakeholders

●Facilitating Scrum of Scrums call across PMT program.

●Program planning and resource planning

●Schedule and track deliverables, milestones, and required activities and tasks.

●Ensure completion within cost/ time/ quality commitments.

●Manage a work plan and resource plan for delivery activities.

●Collaborates with internal groups / functions (outside the project) to achieve project objectives.

●Ensure release platform readiness for production deployment

●Identification of release dependencies

●Escalation management and Risk management

●Implement Release MOS across program

●Manage & Maintain release management documentation in MS Teams

●Epic Go-Live and Post Go-Live Preparation

●Create and communicate release status

●Working with Solution architects

●Aligning teams for Cutover plan

●Review cutover roll back plan

●Co-ordinate with O&M Release team

●Maintain Release manifest and components being moved to Prod

●Set up Cutover Go / No Go meetings

●Communicates the Result of the Cutover to stakeholders

●Set up of bridge to support users

●Hosting Hypercare: Triaging issues and reporting defects

●Prepare platforms readiness for next PI

Senior Manager/ Service Delivery Lead: Program – Aero MSP, Honeywell

April 2022 – Sept 2022

●Working as Service Delivery Lead for the Aero MSP program.

●It’s a Maintenance Service Plan in Aero SBG in Honeywell

●SDL for the Aero Portal where flight hour logging is enabled.

●Handling Various Vendors and Suppliers involved in system.

●Delivering WSR/DSR to all involved stakeholders

●Maintaining Agile Dashboards with various views

●Cost plan update to forecast monthly cost.

●Providing status on milestone progress to Business management

●Facilitating Scrum of Scrums call across Aero program.

●Program planning and resource planning

●Schedule and track deliverables, milestones, and required activities and tasks.

●Ensure completion within cost/ time/ quality commitments.

●Manage a work plan and resource plan for delivery activities.

●Collaborates with internal groups / functions (outside the project) to achieve project objectives.

●Preparation for Daily IT calls

●IT Governance Change Requests - when required Develop and obtain approvals required for all scope changes that impact timelines and costs.

●Preparation for leadership calls. Risks areas where you need help from Leadership.

●IT Delivery (Accomplishments, Upcoming Activities, Milestones)

●Responsible for delivery (deployment of new capabilities or process) or leading a body of work that consists of a set of tasks/ activities that was previously defined to enable a set of requirements. With the Service Owner, ensures the effective delivery and operations of the service.

Accenture

January 2020 - Present

Project Manager/Scrum Master: Project – Bordereaux EMEA Claims

●Facilitate Daily scrum, Sprint planning, Sprint Demo and Sprint retro meetings.

●Coaching the team on Agile principles and methodologies.

●Track and remove internal and external impediments from the scrum team.

●Facilitate the session with product owner to build product backlog.

●Building roadmaps Planning for go-live activities.

●Track and report Scrum team velocity.

●Performing Risk management, Quality management, resource management.

●Handling escalations and drive to get solutions.

●Updating and presenting project metrics to senior management and to stake holders.

●Coordinating with product owner and business stakeholders for project planning and execution

●Continually refined and evolved agile processes for predictable and rapid software delivery resulting in hitting 99% of project deadlines.

●Led all sprint planning, sprint reviews, sprint retrospectives, and daily scrums with the development team resulting in product features.

●Served as the main point of contact to drive effective communication throughout all project phases reducing costs through streamlined communication.

●Worked closely with product management and technical stakeholders to clarify the schedule, status, and details of each project. Promoted empowerment of the team and encouraged a sustainable pace with high levels of quality for the team which improved employee retention.

Accenture

June 2016 - Dec 2019

Scrum Team Member/Project Lead: Project – APAC Treasury Transformation Project

●Defined test scope and schedule while focusing on regular and timely delivery using CD/CI.

●Expertise in preparing Test Strategy, Test Planning and Analysing requirements.

●Responsible for deliverables as performing functional test, system test, API and integration test on various environments of Policies and Claims management, claims payment management, claims document.

●Responsibility also includes to prepare dashboards and executive summary for business and client.

●Experience in Defect management and Scorecard preparation for various releases.

●9 + Years of working experience in manual, functional, integration Testing.

●Experience in Test management tools HP-ALM, JIRA.

●Experience in Claims and Policy Management, FNOL, CSP, SPL.

●Hands on experience in API testing, WinSCP, Soap UI.

Accenture

June 2014 – May 2016

Senior Software Engineer: Project – HFC Claims

●End to end testing of integrated system in SIT env.

●Testing CR with full round of regressions. Sanity and smoke testing after every deployment

●Requirement analysis and Fraud management analysis. Validating all data entered to create a claim. Testing all the triggers applicable for the insuring conditions, warranties, or other conditions.

●Automated the regression suits using Tosca and Smart Eye tool.

●Testing all claims and policy documents based on templates (word docs).

●Testing events generated eg-premium due or claim form pending alerts. Events for walkaways. Tasks for various flows and payments. Forms and correspondence testing.

●Testing the flow and keeping the track of reserves, expenses, indemnities, salvages, recoveries. Testing auto assignment rules.

●Responsible for deliverables as performing functional test, system test, API and integration test on various environments of Policies and Claims management, claims payment management, claims document management like (Claims Connect, Genius, GPI, TRAX, Work View, Meridian, Genifeed).

●Prepared Test Strategy, Test Planning and Analysing requirements via TM.

●Responsibility also includes to prepare dashboards and executive summary for business and client.

●Well-versed with all stages of SDLC, V model & Agile Methodology.

●Knowledge on RDBMS like MS SQL server, Oracle 10g.

Prolific

June 2013 – May 2014

Senior Software Engineer: Project – Pacifica Life

Tech Mahindra

Oct 2006 – Jan 2011

Software Engineer: Project – AT&T billing telegent.

SKILLS

Safe Agilist – 2 years

Gen AI project management – 2 years

Agile Methodologies & best practices - 8 years

Agile Scrum frameworks - 8 years

JIRA Portfolio - 6 years

MS Excel, Power point, Visio - 6 years

User stories, TDD, continuous integration - 6 years

Requirement Gathering – 6 years.

Risk Mitigation and Management – 5 years

EDUCATION

ITM, Gwalior

B.E. in Computer Science

June 2002 – July 2006

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