Agile Delivery Program Manager
Resume:
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****.****@*****.***
Bangalore, India 560083
EDUCATION
-M.A - French - Translation
and Interpretation 2007
Pondicherry University
-B.A - French - Linguistics &
Literature 2005
Tagore Arts College,
Pondicherry
CERTIFICATIONS
-ITIL v3 Certified
-Prince2
-CSM
-RHCSA
-Six Sigma Yellow Belt
-SAFe Agile Trained
LANGUAGES
-ENGLISH
-FRENCH
-TAMIL
MANOGARANE FICORENCE
PROFESSIONAL SUMMARY
Program Manager with over 17+ years of experience managing client-facing operations, leading cross-functional teams, and optimizing processes across various industries, including technology and media. Proven track record of building strong client relationships and delivering exceptional service through strategic management. Highly adaptable, with experience in remote team leadership, capacity planning, and financial modelling. Certified in PRINCE2, ITIL, and Scrum Master, with a focus on data-driven decision-making and continuous improvement.
SKILLS
Operations Management
Team Leadership & Development
Process Optimization
Stakeholder Management
Program Management
Capacity Planning
Agile & Scrum Practices
Cross-functional Collaboration
Risk Management & Mitigation
Service Delivery Management
Continuous Improvement
Process Optimization
WORK HISTORY
Freelancer - PM: Localization/AI
April 2023 - Till Date
● Managed localization projects for Life Sciences clients, ensuring translation accuracy, regulatory compliance, and on-time delivery.
● Coordinated with translators, linguists, and regulatory experts to optimize workflow and maintain quality standards.
● Oversaw AI Tutor project operations, handling client queries and documentation.
● Developed strategic project plans, optimized localization workflows, and managed multilingual content delivery.
● Built strong relationships with stakeholders, ensuring seamless communication between localization teams and business units. Senior Associate L2 – Program Manager
Publicis Sapient June 2021 - Dec 2022
● Led operational delivery across multiple large-scale, client-facing projects, ensuring exceptional service and project outcomes while managing teams of 45+ members.
● Managed client relationships, fostering trust and delivering on service agreements that resulted in a 95% client retention rate.
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TOOLS
-JIRA
-KNOWHOW
-CONFLUENCE
-CRUCIBLE
-HPSM
-SERVICEDESK PLUS
MSP
-ZOHO REPORTS
-TRADOS STUDIO
OPERATING SYSTEMS
-LINUX
-WINDOWS
-IOS
OTHER SKILLS
-FB BUSINESS
MANAGEMENT
-AI PROMPT
ENGINEERING
-SALESFORCE AI
SPECIALIST(IN
PROGRESS)
● Spearheaded process improvements, reducing operational inefficiencies by 20%, while maintaining flexibility to adapt to clients' evolving needs.
● Conducted cost-driven analysis and built financial models to optimize resource allocation and reduce costs by 10%.
● Implemented risk management practices, proactively addressing potential roadblocks to maintain smooth project execution.
● Managed and delivered multiple medium-sized client-facing projects, including Salesforce Marketing Cloud (SFMC) implementations.
● Achieved 72 Contact Strategy Activations within 6 months, driving significant business value for clients across APAC and Middle East regions.
● Successfully implemented UTM tagging, stack migration, and lead source optimizations across multiple markets, ensuring seamless integration with client systems and improved marketing performance.
● Facilitated all the Scrum ceremonies like Sprint Planning, Daily Scrum, Sprint Reviews and Sprint Retros.
● Monitored risks, and planned & implemented mitigation steps.
● Project progress metrics presentation with the Leadership Team and Customers every week.
● Developed custom Agile training and onboarding programs for new and experienced Agile teams.
● Mentored and coached product owners and stakeholders on agile principles and practices.
● Directed and monitored project roadmaps, aligning timelines with product owners and key stakeholders to ensure clear expectations and delivery milestones.
Senior Software Analyst - Operations Delivery
Moving Picture Company (Technicolor) July 2017 – August 2020
● Facilitated the transition of 3 development teams to the scrum framework, increasing project delivery rate by 30%.
● Conducted regular scrum training sessions for the teams and stakeholders to improve team dynamics and performances.
● Facilitated 50+ Scrum ceremonies such as sprint planning, daily scrums, sprint reviews and sprint retrospectives.
● Led cross-functional Scrum teams both on-shore and off-shore.
● Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
● Analyzed projects to determine resource requirements and procure necessary equipment and software.
● Ensured 100% of scrum activities were tracked, documented and reported.
● Conducted Scrum of Scrums every fortnight to collaborate with other scrum teams and streamline the framework.
Senior Technical Support Analyst - Scrum Master
Technicolor India Pvt Ltd June 2014 - July 2017
● Managed a team of 15+ support engineers in a client-facing environment, ensuring smooth operations and adherence to SLAs.
● Developed and implemented new processes that improved service quality by 25%, while maintaining a strong client focus to ensure satisfaction.
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● Conducted capacity planning to optimize staffing levels, ensuring adequate coverage to meet client demands without overstaffing.
● Acted as the primary point of contact for client escalations, resolving issues efficiently to maintain positive client relationships.
● Facilitated scrum ceremonies and led the team to deliver on time.
● Monitored and managed product releases on time and per stakeholder requirements.
Project Engineer - Operations
Wipro Limited Singapore May 2012 - Nov 2013
● Oversaw operations and maintenance of client-facing services, ensuring smooth delivery and maintaining strong communication with stakeholders.
● Streamlined operational processes through audits and quality checks, increasing compliance rates by 30%.
● Managed a team of 7 Translators(French-English, French-Chinese, French-Arabic).
● Implemented Service Improvement programs to minimize gaps in productivity and enhance the effectiveness of Service Delivery.
● Maintained the progress of the tasks, and issues in HPSM daily.
● POC for all clients-related escalations(French)
Senior Business Analyst
Tata Consultancy Services June 2010 - April 2012
● Led operations for market analysis projects, identifying inefficiencies and optimizing business processes for key clients like Unilever and Kraft.
● Increased operational efficiency through strategic process improvements that contributed to a 13% rise in client sales.
● Conducted data analysis and used spreadsheet models to inform decision-making and improve client service delivery.
● Focused & specialized studies made (in French) on promotion, innovation, pricing, and merchandising with panel presentations on both distributor & consumer databases.
● Diagnosed risks & identified optimal key performance factors affecting business.
Senior Business Analyst
AXA Business Services Oct 2007 - June 2010
● Developed and implemented strategic plans to optimize processes and improve team performance. Led process training initiatives, ensuring consistent adoption across the organization.
● Designed and executed a process improvement plan that successfully reduced attrition and boosted team productivity by 30%, creating a more engaged and efficient workforce.
● Managed a high-performing team of 15 business analysts, effectively handling high-volume work in a fast-paced environment while maintaining quality and meeting deadlines.
● Facilitated daily and weekly meetings with stakeholders, ensuring clear communication, alignment on project goals, and timely resolution of any operational challenges.
● Performed regular quality checks and error analysis, resulting in a 40% increase in operational efficiency and significant improvements in service delivery.
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