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Service Manager

Montreal, QC, Canada
October 08, 2019

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Rajesh Kumar K

Accredited Prince* Practitioner & ITIL Intermediate - IT Service Management Professional Montreal, QC +1-514-***-**** 2015-06 - 2019-06

****-** - ****-**

2005-05 - 2011-08

Senior Associate IT Service Management

Cognizant Technology Solution

Responsible for IT Service Delivery Management across multiple accounts in Healthcare, Retail, Banking domain & ensuring adherence to processes using various standards of ISO and best practices of ITIL Provide support to various projects in contract redlining, SLA base-lining, ITIL implementation and process definitions.

Guide projects and drive Standardization initiatives, look at areas of productivity improvements & transformation of business. Connect with customers and drive process improvements. Administered Service levels in multiple large size projects. In charge for gathering Service Level Requirements, negotiating Service Level Agreements, designing services & also ensuring that all IT service management processes, operational level agreements, and underpinning contracts, are appropriate for the agreed-upon service level

Administered Risk management on high-impact areas of IT Services for core components of IT risk mitigation, governance, measurement and reporting activities. Engaged in end-to-end risk remediation planning, resolution and monitoring activities

Client Relationship Manager, Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers ensuring that the current and future service level requirements of customers are identified, understood and documented Responsible for Compliance and Quality Assurance management, Conducted Process audits & Process Health Checks and partnered with key stakeholders, Business leaders to ensure compliant re-certification Associate IT Service Management

Cognizant Technology Solution

IT Service Management Lead: Managed ITIL Service Operation process functions across multiple accounts and maintained SLA’s above 95 % & Steered Delivery for the successful implementation, Re-modelling, operation of ITIL/Six Sigma Methodologies and techniques Responsible for Information Technology Infrastructure Library (ITIL) practices including process and procedure development, deployment, measurement and governance of Incident Management, Request Management, Problem Management, Knowledge and Service Level Management Team Lead “Incident,Major Incident & Problem Management Function”: Identify and development opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learning's and developing implementation plans to address fall-out and mitigate future risks

IT Service/Help Desk Manager : Responsible for leading the Help Desk team in handling all ticket, phone and in-person support to users, Identifies areas for service and support improvement and collaborates with other internal IT teams, Managed the development and maintenance of service level agreements for incidents

Responsible for reviewing service scope, SLAs, OLAs and other agreements on a regular basis Lead - Process Training & Development

Allsec Technologies Limited

Effective Management of Process Training and Development teams across three locations (Bangalore, Chennai - India & Manila - Philippines) and Managed training (customer service, soft skills, process training, refresher training, etc.) across the enterprise to a diverse audience. Created, refined and delivered new hire on-boarding program across global centers Collaborated with management and quality team across site to identify operational deficiencies and develop Lean, solution oriented, measurable training module Conducted TNA (Training Need Analysis) on a monthly basis for the inbound process IT Service Delivery Management

IT Risk Management

Service Level Management

IT Project Management

Major Incident and Problem Management

Continual Service Improvement

IT Help-desk/Service Desk Management

IT Process Transition

Business Relationship Management

ITIL Consultant

Lean Six Sigma

Prince2 Foundation & Practitioner

ITIL V3 Service Management

ITIL V3 Service Strategy

ITIL V3 Service Transition

ITIL V3 Service Operation

ITIL V3 Continual Service Improvement

Transitioned multi-million dollar process of IT

Service Operation functions of two Major

Healthcare service providers and two financial

service providers

Reduced Cost and Human resource reliance

and carried out normalization in various IT

Service operation functions by employing

automation projects (In-engagement with

Cognizant automation team)

Successful multi-million dollar Process

Transition of Collections Process in BPO

domain for Banking sector in Manila-

Philippines with process strength of over 300+


Transitioned Banking sector Customer

Service process of over 150+ associates in

Bangalore - India

B.Sc Visual Communication 2002 - 2005

Work experience





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