Leiter/in - IT

Managed Delivery across Global teams in India, Germany, Manila and Russia
• Played a key role in successfully implementing the change management program for client in their application support operations
• Played a key role in mobilizing teams in the global delivery centers and transition of application services from the client and their vendor teams
• Successfully setup offshore and on-shore service model including language translation required application support.
• Managing and reporting project metrics. Ensuring steps are in taken in delivery to continuously meet the CPI’s and KPI’s targets at the contract level
• Implemented continuous improvement initiatives across applications, increased customer satisfaction and stabilized the service
• Implemented several measures and managed to keep the cost of Europe portfolio below the estimated cost
• Applications supported as Service Delivery Manager involved multiple technologies such as Veeva, Salesforce, SAP Ariba, Bizagi, Oracle Financials, IBM Cognos TM1, Informatica, Microsoft and EPI Server

On-shore project manager responsible for end to end delivery of the project including finalization of scope, creation of Statement of work, managing scope changes, project plan and managing project financials
• Instrumental in setting up process, templates for requirements gathering, estimations and designs which helped to complete the project with good quality
• Project involved developing the integration layer between the inventory forecasting tool and their Oracle retail supply chain system and to build a platform to host the inventory forecasting tool

• Managed multiple Application support projects for multiple UK and European retailers involving L2 & L3 support (Oracle Retail & Microsoft E-commerce).
• Mobilizing teams and setting up of delivery process
• Managing stakeholder communications
• Focusing on continuous improvements such as improving the stability of the applications, performance against SLA’s and other KPI’s
• Managing delivery of small and medium enhancements within budget and on time

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