Agile Program Delivery Leader

DHANYA P MAHESH

Agile Program Delivery Leader

LinkedIn: www.linkedin.com/in/dhanya-p-mahesh

*********@*****.*** +1-404-***-****

PROFESSIONAL SUMMARY

Senior Program & Delivery Leader with 18+ years of experience driving large-scale digital transformation programs ($4M–$20M) across healthcare, retail, eCommerce, and insurance domains. Proven success in improving delivery predictability by up to 35% using Agile, Scrum, Kanban, and hybrid delivery models. Experienced in leading distributed global teams (15–50+ members across US, UK, India, Japan, and China), managing executive stakeholders, and translating business strategy into actionable delivery roadmaps. Strong focus on Agile governance, metrics-driven execution, and cross-functional alignment. Experience delivering Contact Center AI

(CCAI) solutions on Google Cloud, enabling real-time analytics, AI-assisted customer interactions, and operational dashboards.

CORE Highlights

• Delivered $4M–$20M enterprise programs across global teams

• Improved delivery predictability by up to 35%

• Reduced production incidents by 30% through structured RCA

• Managed 15–50+ member distributed Agile teams

• Achieved 90%+ sprint goal completion

DELIVERY SKILLS

• Scrum, Kanban, Hybrid Agile, Release Management

• Agile Coaching, Risk & Dependency Management

• Roadmap & Capacity Planning

• Program Governance

• Stakeholder Management (C-level)

• SDLC / Agile SDLC

• Enterprise Transformation

• Vendor & Cross-functional Management

TOOLS & TECHNOLOGIES

• Jira, Azure DevOps, Confluence, MS Project, Excel

• GCP/AWS (basic), Data Analytics

PROFESSIONAL EXPERIENCE

HCA – Parallon

Program Manager / Client Coordinator Oct 2025 – Mar 2026

• Led Agile delivery of an enterprise-wide normalized data platform, supporting 10+ downstream analytics and reporting consumers.

• Partnered with Product Owners and executives to define roadmaps and delivery forecasts, improving release predictability by ~25%.

• Facilitated Scrum ceremonies for 3 cross-functional teams (20+ members), enabling consistent sprint commitments.

• Established ADO dashboards and executive reporting, reducing status escalations by ~40%.

• Proactively managed risks and dependencies, preventing scope creep and unplanned work impacting sprint goals.

• Owned end-to-end program delivery, including roadmap alignment, stakeholder governance, and cross-team coordination across multiple workstreams.

• Coordinated with external consulting partners and internal teams to align delivery plans, resolve dependencies, and ensure program milestones were achieved.

• Managed weekly executive reporting, including schedule, risks, issues, and milestones across multiple cross-functional teams. QTime for QB-Japan (Consulting)

Senior Project Manager May 2025 – Sep 2025

• Delivered an enterprise workforce management platform used by 1,000+ employees for attendance, leave, and asset tracking.

• Led sprint planning, backlog refinement, and retrospectives across 2 Agile teams, improving sprint predictability by ~20%.

• Coordinated development, QA, and operations to achieve on-time release delivery across 95% of planned milestones.

• Improved stakeholder confidence through regular demos and metrics-driven reviews.

Wave 1.5 – Global eCommerce Platform for FR Global Senior Project Manager – Operations & Release Management Nov 2024 – Sep 2025

• Supported a 24/7 global eCommerce platform across 9 regions, handling high- severity incidents and production releases.

• Led incident triage and root cause analysis, reducing repeat incidents by ~30% over 12 months.

• Planned and executed bi-weekly and monthly releases, ensuring minimal business disruption during peak traffic periods.

• Served as the primary liaison between engineering, operations, and senior business stakeholders.

Google CCAI for FR

– Delivered AI-powered voice transcription solution on Google Cloud (Speech-to-Text API), replacing Genesys transcription and enabling real-time call analytics. Delivery Leader Sep 2023 – Oct 2024

• Led implementation of Contact Center AI (CCAI) solution on Google Cloud, replacing legacy Genesys transcription with AI-driven speech-to-text and real- time analytics

• Enabled AI-assisted customer interactions, real-time dashboards, and call transcript visibility, improving operational insights and response efficiency.

• Coordinated delivery across AI, contact center, engineering, and business teams, ensuring alignment on scope, dependencies, and timelines.

• Managed program risks, dependencies, and cross-team execution, improving delivery predictability and reducing blocked work by ~25%

• Provided executive-level status reporting, including risks, milestones, and delivery health

• Tracked velocity, lead/cycle time, and quality metrics to support data-driven sprint planning.

• Partnered with stakeholders to integrate AI solutions with backend systems and contact center workflows

• Delivered real-time dashboards providing insights into call trends, volumes, and operational performance.

CrossChannel for Qburst

– Migrated Monolithic System to Microservices -AI powered Marketing Platform Hybrid Project Manager Jul 2023 – Jan 2024

• Delivered an AI-powered omnichannel marketing platform used by enterprise marketing teams.

• Managed project schedules, risks, and dependencies, achieving on-time delivery within approved budget.

• Facilitated backlog refinement, sprint reviews, and executive demos, improving stakeholder satisfaction scores.

Voice About Product for FR

Scrum Master Jan 2022 – Jun 2023

• Led Agile delivery of a GCP-based Voice-of-Customer analytics platform processing millions of records.

• Owned backlog governance and sprint execution for 2–3 teams, maintaining 90%+ sprint goal achievement.

• Delivered executive dashboards that improved decision turnaround time by

~30%.

• Drove continuous improvement through retrospectives, improving team velocity by ~15% within 4 sprints.

Earlier Career – Multiple Projects

Software Engineer Project Management Feb 2005 – Dec 2019

• Delivered enterprise solutions across APAC and North America, supporting global customers.

• Designed third-party integrations using IBM WebSphere Commerce (WCS).

• Created end-to-end test strategies validating complex business workflows.

• Built a strong technical foundation that supports effective delivery leadership. EDUCATION

Master of Computer Applications

Bharathiar University, 2004

CERTIFICATIONS

• Scrum Alliance – Certified Scrum Master (CSM)

• PMI – PMP

• Oracle Certified Professional

• IBM Certified Professional

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