Service Delivery Manager

Nishant Jadhav

SERVICE DELIVERY MANAGER

****************@*****.**.** +917********* Pune, Maharashtra linkedin.com/in/nishant-jadhav-46520019 Experienced professional with 20 years in Project and Programme Management, Service Delivery, Transition, Service Assurance, Vendor and Manpower Management, Training, and Customer Lifecycle Management. SKILLS

Project Management

Service Delivery

Agile Scrum

Team Management

Quality Assurance

Program Management

Transition Management

Managed Services

NOC Setup

EXPERIENCE

ESP - Global IT Solutions Oct 2021 - Present

Service Delivery Manager

Experienced in collaborating across global teams like Field Ops, Vendor Management, NOC, and Billing in diverse environments.

Proactively anticipates and exceeds customer expectations, addressing their needs through tailored services.

Manages end-to-end P&L for 7 accounts at Wipro & Cognizant. Leads Global Service Desk Support for L1 and L2.

Manages Partner relationships across APAC, EMEA, and LATAM regions. Lavelle Networks Feb 2021 - Jun 2021

Project Manager

Managed end-to-end telecom infrastructure projects, overseeing activities from initial surveys to integration.

Implemented rigorous issue management protocols to ensure timely resolution and alignment with client specifications.

Provided expert consultancy for new deals and outsourcing projects, advising on resource allocation and technical feasibility.

Collaborated closely with stakeholders to maintain alignment with project objectives and foster innovation. Leveraged technical proficiency to optimize resource allocation, minimizing costs while maximizing productivity.

Employed strategic oversight and proactive risk mitigation to ensure successful project outcomes and client satisfaction.

Jupiter Tele Infra Services Pvt. Ltd Mar 2020 - Feb 2021 Project Manager

Oversee end-to-end project management for telecom infrastructure implementation, ensuring comprehensive coverage from initial site survey to final site integration. Manage the entire life cycle of the project, from the initial survey stage through to seamless integration, ensuring every step is meticulously coordinated and executed. Ensure seamless coordination and execution at every stage of the project, maintaining a keen focus on meeting deadlines and quality standards.

Coordinate closely with various stakeholders throughout the implementation process to address any challenges or issues that may arise, fostering effective communication and problem-solving. Provide leadership and direction to ensure the successful completion of telecom infrastructure projects, optimizing resources and delivering results that meet or exceed client expectations. Tata Communications Transformation Services Ltd. Jan 2016 - Mar 2020 Service Delivery Manager

www.resumekraft.com

challenges or issues that may arise, fostering effective communication and problem-solving. Provide leadership and direction to ensure the successful completion of telecom infrastructure projects, optimizing resources and delivering results that meet or exceed client expectations. Tata Communications Transformation Services Ltd. Jan 2016 - Mar 2020 Service Delivery Manager

Led NOC & Service Delivery transition for Emirates Airlines & GBI, utilizing MS Project. Orchestrated manpower recruitment aligned with job descriptions. Developed CIS for GBI & Emirates, meeting eTOMS standards. Established SLA/KPI framework, ensuring industry benchmark compliance. Managed NOC transition solely with MS Project.

Managing a team of SD-WAN service delivery professionals to deliver SD-WAN in APAC & EMEA region, Conducted weekly service performance reporting and client presentations, devising SIP. Evaluated service performance and formulated improvement scopes for major service desks. Contributed significantly to defining CIS, SLA, and KPI for NOC outsourcing projects. Tata Communications Ltd. Feb 2014 - Dec 2015

Shift Lead

Led Level-2 support at TATA Communications for IPLCCC/ITFS/VOIP/ICR_IVR Voice/Audio conferencing Services.

Acted as TAM for key accounts like HCL, TCS, Genpact, CSC, managing solution redesign for resiliency. Emphasized optimizing troubleshooting to enhance Resolution Efficiency (RE). Collaborated cross-functionally for efficient issue resolution. Ensured service quality and reliability for critical telecommunications solutions. Reliance Communications Mar 2008 - Feb 2014

Consumer Broadband Business - National Customer Enablement Lead Managed vendor relationships with Ericsson (6 Circles) and Alcatel Lucent (5 Circles), aligning material management with the Commercial Team.

Provided provisioning support to Circles & Clusters, overseeing manual/auto provisioning as needed. Monitored performance against SLAs through dashboards and periodic reviews. Ensured compliance with TRAI Guidelines for pre-cancellation refunds and CAF audits. Planned and executed customer onboarding processes, rolled out new processes, and analyzed Zero Pulsing Data quarterly.

Managed MACD SO provisioning, conducted system reconciliations, and upheld TRAI CAF audit compliance. Kartin Control Pvt. Ltd. (Mumbai.) Jul 2007 - Feb 2008 Project Manager

Global Teleservices Ltd. Aug 2003 - Nov 2006

Project Engineer

TATA INDICOM Aug 2002 - Aug 2003

Network Operation Engineer

PROJECTS

GBI (Gulf Bridge International)

Emirates Airlines and Qatar Airlines

Swissport International, HCL, EasyJet

EDUCATION

Board of Technical Education (BTE) 1998 - 2001

Diploma in Electronics & Telecommunications

CERTIFICATION

www.resumekraft.com

Board of Technical Education (BTE) 1998 - 2001

CERTIFICATION

Cisco

CCNA

Prince2

www.resumekraft.com

Contact this candidate