Jan 2014 – Jan 2017 · 3 yrs

• As an SDM responsible in building a personal relationship with key client staff, ensure successful service delivery - SLA achievement and high level of customer satisfaction, Monitoring overall performance of services and contribute in Steering committee meetings. I work with the client and operations teams to identify and manage service improvement activities and along with operational managers and technical leads, I am accountable for and contribute to the overall performance of the managed services division
• Looking out for client’s and domain’s long-term interests I am also responsible for collaborating with senior management on client account management and growth also communicate across organisational boundaries.
• I also work closely with clients getting their feedback to establish policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes. As my role demands I also establish or refine service delivery processes to ensure delivery processes are efficient and cost effective.
• I also design the services and create SDP,OM , define SLA, KPI and identify risks.

Mar 2013 – Apr 2014 · 1 yr 1 mo

• My key responsibilities include promoting knowledge sharing through the MRD, Health Care, E&U Public Sector units operational business processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among information systems in the organization, to facilitate seamless exchange of information across systems; Promote support for the establishment and nurturing of communities of practice, including workshops. Help monitor and evaluate the knowledge sharing program.

Mar 2012 – Apr 2014 · 2 yrs 1 mo

• Create Service Delivery Plan, Operating Model, Define SLA, KPI etc.

Oct 2005 – Present · 20 yrs 5 mos

• As a Sr Program Manager in a large account which handles the Information Management of one of the largest oil and gas companies in the world, I am responsible for the delivery of the services, creating contracts, customer relationships, operation, innovation and team management. The services are majorly offered in Microsoft Power platform. I am also responsible for the Information and data services where requirements engineering and knowledge management is also handled. I also handle the UI and the UX teams.