Manager Service

Personal Details

Date of Birth: **th July, ****

Languages Known: English, Hindi, Telugu

Address: Hyderabad - 500015

Key Impact Areas

Project Management

Global Service Delivery Management

Process Management & Excellence

Strategic Planning & Leadership

Deployment & Release Mgmt.

SLAs & KPIs Management

Learning and Development

Reporting & Financial Analysis

Team Building & Leadership

Career Timeline

Profile Summary

A Certified professional with over 13 years of experience in successfully managing & controlling entire business processes across Project Management, Service Delivery Management, Transition & Process Enhancement and Team Leadership

Successfully led, managed & implemented various complex Programs with focus on providing client & business, benefits like increased capacity, reduced cost & ops risk and improved quality of service & efficiency

Exhibited leadership across business functions with expertise in driving improvement methodologies, developing methods & upgrading processes to improve overall productivity, efficiency, quality & customer experience

Extensive project management and governance experience; proficient in conceptualizing & implementing solutions, executing & scheduling project, release & scope management, activity sequencing, resource optimization, cost estimation, risk analysis and quality management

Performance-driven professional with excellence in client/ vendor engagement; setting up project delivery strategies and operations readiness for successful project execution

Added value to the efforts of organization by building high performing teams that excel in delivering business value with high morale & low attrition; successfully managed Team of 22 Resources deployed at Clients Locations

Rich experience in managing domain of over 500 resources and Eight Major Supplier Company Operations with Microsoft India Pvt. Ltd.

Competent in developing Implementation Plans for complex releases by evaluating risks for integration, seeking authority/approval, reviewing effectiveness of implemented change, and suggesting process improvement measures governing change management; led the analysis, development, documentation and implementation of changes

Academic Details

MBA from Xavier’s Institute of Business Management Studies in 2018

BSc. from Ramachandra Degree College, Hyderabad in 2008

Certifications

Certified in:

oAdvanced Diploma in Project Management

oDiploma in Business Management with Specialization in Sales Management

oLeadership Essentials, Team Management and Self-Development Skills

oITIL® Foundation Certificate in IT Service Management Effective from 22 February 2014

Awards & Recognitions

Acknowledged for the development of Vendor Accruals and Invoice Validation templates after approval by higher management for the implementation of the related idea

Received several awards at Dell, which includes the 'Best Manager' award for customer service in Q3 & Q4 FY09 and Q2 FY10 at Dell

Earned the Bronze Award for earning the largest number of customer appreciations and the 'On the Spot' Award for FY14Q1 for promoting the delivery of IDD Services to OSPs

Work Experience

Sep'18 – Mar'20 Infostretch Corporation (India) Pvt. Ltd., Pune as Associate Project Manager / PMO Manager– Project & Delivery Management

Key Result Areas:

Conducted monthly resource and labor allocation for 400+ resources for multiple projects and reconcile monthly variance on projects

Coordinated with Project Managers to define project deadlines and schedules as per Service Management Deployment

Directed Knowledge Acquisition for complex applications to establish release management processes

Prepared Release SOPs, Playback Presentation and Release Management Process Documents

Worked as Release Manager and tracking all releases in coordination with cross-functional teams

Initiated and deployed action plans, process improvement measures and best practices entailing Service Delivery Management using latest trends, tools and practices

Mapped requirements in coordination with Clients and Stakeholders; provided best solutions involving evaluation and definition of scope, clients management, quote integration, scheduling, and resources of projects

Enhanced organizational objectives & metrics by improving overall efficiency and customer satisfaction level

Helped clients in technical guidance for solution architecture, problem-solving and logical troubleshooting, strategic planning and researching for advancing technologies, giving suggestions in business performance directions and playing role in cultural building, resources and portfolio governance

Facilitated end-to-end delivery of the program, meeting internal and external objectives:

oEstimation, risk, scope, time, resource, quality and change management

oValue-adds, continuous process and productivity improvement

oExpectation management of team

Headed, mentored & monitored performance of team members to ensure efficiency in process; guided team members for Solution Architecture, Problem Solving and Logical Troubleshooting

Worked with Business & Functional Leaders and devising strategic plans to enhance operations; implemented strict measures in operating procedures to optimize resource / quality/ process/ capacity utilization

Coordinated with cross-functional teams to resolve issues and managing escalations; spearheading various functions to ensure on-time delivery and deployment procedures as per the SLAs and KPIs; addressed issues and notifying Incident Management Team for failed releases

Previous Experience

May’15 – Sep’18 Team Lease Services Pvt. Ltd., Hyderabad as PMO Lead - Vendor Operations

Oct'05 – Feb'14 Dell International Services India (P) Ltd., Hyderabad as CRS Lead / Subject Matter Expert

IT Skills

MS Office (Word, Excel, PowerPoint)

Power BI

Soft Skills

*******.********@****.*** +91-958*******

SANTOSH MUSTYALA

~ High Performance Management Professional ~ Associate Project Manager / PMO Manager – Project & Delivery Management~

Project Management Service Delivery Operations Management Process Enhancement Learning & Development Quality Management Team Management

Collaborator

Interpersonal Skills

Executive Level Communicator

Decision-making

Leadership & Delegation

Ethics & Trustworthy

Flexible & Adaptable

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