Niyasudeen TS
Guadalajara
Summary
Experienced Associate Service Delivery Manager with 15+ years of experience managing multi-million dollar IT projects, success at reducing project costs through increased efficiency. Adept at managing multiple concurrent projects, building client relationships and increasing customer satisfaction. Proficient in collaborating with cross-functional teams empowering them to succeed in delivering projects on-time. Excellent communication and leadership skills combined with a broad range of expertise in project management and implementing software solutions.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Service Delivery Head
Tata consultancy Service
1 2020 - Current
- Manage the delivery and operation of IT services across Mexico, US, India and spain for a large US based banking domain ,ensuring high standards of service quality and efficiency.
- Responsible for managing an annual revenue of $10 M USD and overseeing a team of 200 + associate across various portfolios with in the account.
- Lead the implementation of Key IT projects including Azure cloud, office 365, Servicedesk , DevOps, and cybersecurity,significantly improving operational efficiency.
- Established and nurtured strong relationships with clients, acting as the primary point of contact of service related inquiries, escalations, and account management
- Collaborated with cross-functional teams, including sales, operations, and technical support, to ensure seamless service delivery and client satisfaction
- Conducted regular service reviews with clients to access performance reports and dashboard to senior management and clients, highlighting key metrics, trends, and achievements
- Partner with sales and business development teams to identify and fulfill client requirements with tailored IT solutions
- Effectively track and analyze revenue and cost report to drive growth levels
- Manage the performance of direct reportees, including work allocation, performance management, mentor, succession planning, career development
- Responsible for talent management through recruiting, training, mentoring
- Regularly reviewed team performance metrics and conducted gap analysis to identify areas for improvement, coaching opportunities, or training needs.
- Successfully turned around underperforming accounts through proactive engagement, targeted action plans, and rigorous follow-up on deliverables.
- Optimized resource allocation across multiple projects to maximize productivity while minimizing costs.
Service Delivery Manager
Tata consultancy Service
01.2017 - 01.2020
- Managing the multi-unit account with size of 50+ headcount in Mexico-cross functional team like servicedesk, Messaging and collaboration, windows and unix, storage and development groups
- Ensuring that service delivery takes place based on the Service level agreements
- Keeping track of critical or major incidents and sharing RCA with customers
- Forcasing and tracking Key account metrics
- Communicate account specifics regulary to Management
- Understanding of customer business requirements to develop business case, validate the solution, and demonstrate the same as service value added
- Ensuring Prompt communication to all users in case of any Major failure or breakdown
- To execute & implement IT Projects and ensure its timely closurealong with PM
- To ensure that service norms committed to the customer are met
- Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure
- Review performance with the customer periodically during on-going phase
- Ensuring smooth operations for all systems across the IT teams
- Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites
- Conduct weekly review meeting with team and identify gaps to take corrective action
- Maintain SLA doc for all the activities performed by the team, collect performance data, analyze and publish.
Service Delivery Lead
Tata consultancy Service
01.2014 - 01.2017
- Managing support, scheduling resources and ensuring good quality in the delivery of both strategic projects and production support activities
- Providing technical guidance and mentorship in Exchange 2010, lync 2013,Sharepoint 2010/2013
- Leading the delivery of projects within the NA & EMEA geography
- Working closely with the End User Computing and Infrastructure Team Leaders to synergise global infrastructure, processes and working practices
- Managing Exchange server 2010, Exchange server 2007 environment with more than 240 Exchange servers across globally (APAC, EMEA &AMER) that includes two lakh fifty thousand Mailboxes Managing OCS 2007 and Lync 2010 with more than 15 servers across globally that includes more than Seventy thousand accounts
- Managing and maintaining blackberry enterprise 5 and 10.
Service Delivery Lead
Mphasis LTD
01.2013 - 01.2014
- Managing the team of 20+ headcount providing the support of Level 3 Messaging team
- Architected, implemented and primarily supported Messaging and sharepoint solutions
- Planned architeched and implanted Mircosoft exchange 2010, lync 2013,Sharepoint 2010/2013
- Responsible for deliverables of technical projects relating to Lync 2013 and exchange messaging systems, collaborating with enterprise solutions design deliver build programs and run documention process
- Developing, implementing, documenting, and maintaining policies, procedures, and associated training plans for messaging system administration
- Creating, maintaining and updating all scripts, user templates, policies, group memberships and distribution lists within the Exchange email environment.
Lead
Wipro Infotech
01.2009 - 01.2013
- Planning and configuration of Client access and enabling high availability for CAS servers
- Mail Box Related Activities, Email IDs Management
- Managing the active sync devices and enabling the device policies
- Performing Server Checklists and event log analysis
- Troubleshooting problems related to Mail delivery to Group Aliases
- Providing Mailbox rights/delegate access of common Mailboxes to specific Users
- Tracking of mails and troubleshooting incidents related to Mail delivery, Mail Delay and Mail Bounce
- Providing VPN, Wireless and Internet access according to Users request
- Track service level compliance through incident management using Helpline tool (a CA productLeverage knowledge of team members to speed up problem resolution by maintaining a knowledgebase.
Support Engineer
Microhard Services Pvt Ltd
01.2007 - 01.2009
- Installing, configuring and troubleshooting windows XP, vista, 2000, 98, NT operating systems
- Assisted in hardware installation and maintenance of workstations, servers, networking equipment, and other supporting hardware
- Performed user account creation, deletion, and configuration
- Performed occasional off-hours and remote support using different types of remote connectivity tools
- Configuration of Software Applications as per Company Standard
- Troubleshoot Hardware/Software Issues.
Education
Master Degree - Information Technology
Kuvempu University
Bachelor Degree - Computer Science
Kerala University
Skills
Project Management
IT Infrastructure Management
Security Planning
Requirement Analysis
Agile and Scrum methodologies
Cloud Adoption
Budget Administration
Stakeholder Management
People Management
Resource Management
Train & deployment
Recruitment & onboarding
Team building
Continuous Improvement
Disaster Recovery Planning
Relationship Building
Excellent Communication
Time management abilities
Process Improvement
Business Development
Certification
ITIL V3 foundation
Timeline
Service Delivery Manager
Tata consultancy Service
01.2017 - 01.2020
Service Delivery Lead
Tata consultancy Service
01.2014 - 01.2017
Service Delivery Lead
Mphasis LTD
01.2013 - 01.2014
Lead
Wipro Infotech
01.2009 - 01.2013
Support Engineer
Microhard Services Pvt Ltd
01.2007 - 01.2009
Service Delivery Head
Tata consultancy Service
1 2020 - Current
Master Degree - Information Technology
Kuvempu University
Bachelor Degree - Computer Science
Kerala University
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