Rajesh Rajendran
Mexico City
Summary
Results-oriented Service Management Leader with over 18 years of experience in application management and digital transformation. Demonstrated expertise in driving key initiatives for SAP and non-SAP applications, leveraging a global delivery network to enhance IT innovation. Proven success in optimizing processes across diverse domains, including Supply Chain, IT, Financial Services, and Manufacturing. Skilled in stakeholder engagement and team leadership, fostering relationships that drive organizational goals and performance improvements.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager, Logistic Services
GBS Business Solution & services
Orlando
12.2022 - Current
- The role involves the service development, innovation & management of Logistic service portfolio within GBS Business solutions & Services function for US & Canada
- This includes the alignment on global strategy for rolling out key global tools & services by partnering with the regional customers to co-create value-based services, finalization of pricing and service agreements to sustain a long-term relation
- The key areas as part of the responsibility includes driving digitalization and automation in the region with the customers in areas of Business Analytics, Logistic services, service management of global tools in the region
- My managerial job duties included, below are the key focus topics
- Key responsibilities:
- GBS Logistics Service portfolio development for the region (US/ CA) focus and service financial management with the budget of 1.5 M USD
- Driving change initiatives and product deployments oriented for factory digitalization on key areas like inventory management and shop floor management which resulted in customer value generation of over 600 K USD across 3 installations
- Customer relationship management and demand management – accessing the market needs and wants and provide feedback to the global functions and product development teams for driving innovation
- Driving productivity measures in the team and engaging the team to drive effective process improvements
- Contributed to 10% YOY portfolio revenue growth including the retention of tough customer accounts
- Service and effective contract management of our Analytics and offshore delivery team supporting the portfolio delivery
- Actively worked on forging strategic partnerships for delivering logistics solutions for customers with the goal of driving value and transformation for customers
- Development of key measurables for driving growth through actionable dashboards in power BI and integrating it with the sales channel for effective transparency of key collaborators
- Target management and performance evaluations of the team on periodic basis
Manager, Enabling Services
GBS Procure to Pay
Orlando
10.2016 - 12.2022
- The role involves the service development, innovation & management of Enabling service portfolio within GBS Purchase to Pay function for US & Canada
- This includes the alignment on global strategy for rolling out key global tools & services by partnering with the regional customers to co-create value-based services, finalization of pricing and service agreements to sustain a long-term relation
- The key areas as part of the responsibility includes driving digitalization and automation in the region with the customers in areas of Business Analytics, Electronic supplier integration management, Robotics process automation, service management of global tools in the region
- My managerial job duties included, below are the key focus topics
- Responsible for portfolio management of services with the budget of 2.1 M USD
- Team management of 4 professional employees each responsible for supporting service portfolio management for the region provided by external suppliers & our back office teams in different geographical locations India, Czech Republic, Portugal, Brazil etc
- Part of local leadership team for the Global shared services Business unit, Purchase to Pay – responsible to drive key organizational initiatives, contribute to key organizational strategy & decision-making process
- Responsible for status reporting to customers & management on key issues, risks, mitigation, and other key performance indicators
- Ensure and oversee implementation of best practices around the technical solutions available within the GBS P2P organization, Innovative tools and technologies to enhance the automation level at GBS and for the customers
- Regional ONE SRM demand manager responsible for driving & reviewing applicable change management and customer alignments for the region
- Overall delivery management responsibilities include team management, customer service performance review, supplier management, reporting & managing the financials of the service line, which included key inputs provided to Commercial team for forecasting and budgeting
- Employ multiple tools e.g., MS office, Service Now, MS Project, JIRA, Concept board etc
- For requirements and project management
- Manage customer relationship at operational level, partly on senior management level, and be aware of customer's needs, expectations, and key business drivers
- Product support coordinator for GBS P2P US – playing a key role in ensuring the service product catalogs are managed effectively for consumption, billing, and drive automation in this space for better transparency to our customers
- Managed relationship with vendors to maintain service level, assigning tasks, communicating expected deliverables and interface with finance/purchasing contacts
- Worked on new business incubation/proposals
- Key Achievements:
- Set up EDI logistics services from scratch by leveraging our global delivery network and setting up the service model for our customers in the region in 2017-18
- Set up Business Analytics service for the region with a portfolio growth of 100 K USD in 2020-21, constituting our Center of expertise in Analytics from India delivery center
- Part of core team who won the prestigious SCM digitalization award in 2019 for 'Implementation of the AMAZON catalog program in the US' transforming the procurement landscape for indirect purchases
- Drove & Co-created customer value solutions like 'Smartware' for LOA management which was part of the top 20 list of Werner won Siemens for 2021
- Coach for support consolidation project for GBS P2P as part of the customer centricity approach
- Drove implementation of application chatbot GINI for SAP ONE SRM product – which resulted in 5%-10% ticket reduction in 2022 for the customer
Service Delivery Manager
Siemens India (STS)
Bangalore
10.2011 - 10.2016
- Accountable for $700K USD+ portfolio of SAP SRM application management services (L1 & L2 support) and IT support services with a 20-member team for Siemens internal business groups in North America & India
- Responsible for planning, Service management, costing, risk assessment and mitigation planning, resource management, and implementation of the strategic initiatives
- Responsible to oversee the timely execution of the implementation projects by managing the project team and align with the customer on the costs for implementation and direct resources for the timely and quality execution of the projects
- Oversaw identification & realization of SLA’s & KPI’s with the customers as part of the contract set up for the specific service
- This involved setting guidelines for quality management & supervise the management of the team to achieve set organizational targets
- Lead white spot analysis and identify, drive new business opportunities for the organization
- This involved strategy formulation for marketing & customer engagement and providing inputs to the management during the periodic service planning meetings, based on analysis of service demand from potential customers
- Drove improvements within the existing service by managing Performance targets of the team and overseeing the deployment of the quality strategy program within the organization
- Managed client expectations, conduct service performance reviews, monitor the level of customer satisfaction, respond to customer’s query and complaints, and ensure corrective actions being taken for SLA based delivery compliances
- Managed profitability, revenue, margins, project charging and utilization
- Drove team engagement, cross collaboration across various business units for a streamlined service delivery for end customers
- Responsible for team development, coaching aimed towards improving organizational culture and reducing attritions
- Key Achievements:
- Lead an Org level Change Acceleration Program project – RAM (Root cause analysis methodology) for GS BPS IN, Bangalore in period May’14 – Jan’15
- Worked with the team to identify 5 improvement projects in FY15, which also led to the improvement of USI scores for SRM helpdesk function from 8 to commendable 8.5
- Improved the ONE SRM service SLA from 93% in FY14 to 99.54% in FY15
- Drove key process improvements in quality management resulting in the increase of User satisfaction index from 7.7 in FY14 to 8.42 in FY15
- Implemented special project for overtime reduction for the process of 40 FTE’s – resulting in 30% reduction of overtime in a period of 6 months (in FY14-15)
- Attended the QAI workshop for ITSM in Bangalore, August 2013
- Received Best Manager award for Q4 medallion in Siemens Technology Services Pvt
- Ltd, 2011
- Received the Best Team award for SRM Team for maintaining highest level of quality during Siemens annual awards for 2011-12
- Completed an org level Navigate project for 'MIS Automation' in March’15 – which helped all business lines in GS BPS IN in saving close to 1.5 FTE effort on a monthly basis due to automation of reports
Senior System Analyst
Siemens India (SIPS)
Bangalore
10.2007 - 10.2011
- As a Senior System Analyst, I was responsible for managing the techno-functional support for the SAP SRM application for customers in North America.
- Drove cross-collaboration with multiple technical and customer business groups as part of change management and issue management topics, with the goal of improving our service performance and achieving our team targets.
- Responsible for the development of the team's technical skill set, and responsible for cross-training team members to handle technical issues and provide application support to enhance bench strength.
- Implemented a root cause approach for handling long-pending issues with no immediate solutions, which brought down aging drastically.
- Responsible for providing management reporting on issue management, measures of improvement, and progress for application management/demand topics.
- Driving process improvements and measures to improve the team's knowledge of the application and business processes for customers.
- Providing management with key input on time studies and effort estimations for project-related activities.
- Handling requirement-gathering sessions as part of project planning, development, delivery, and process documentation for IT applications.
- Key Achievements:
- Core project team member responsible for implementing the SAP SRM module for North American customers, including the key direct material approval solution for procurement in Canada, thereby providing additional value to the customer.
- Received the Diamond Award for exceeding customer expectations during the Siemens Annual Awards for 2009-10.
- Established change control procedures, and performed the additional role of release management coordinator for the team to ensure all change management topics are handled efficiently.
Application Programmer
IBM India Private Limited
Bangalore
05.2006 - 10.2007
- Application Programmer – responsible for SAP Supplier relationship management module custom development and support for customer Ericsson
- Adherence to issue resolution and sharing of best practice for common issues to help build the Knowledge base for ongoing service topics
- Planning and estimation of time for development of change requests along with the documentation of testing, and handover to the release team for change management
- Team member responsible for meeting the SLA for application issues, change and project timeline targets
- Key Achievements:
- As a team, received 'One Team Award Q1 2007' for collaboration, meeting all business SLA (Only team during the contract with Ericsson to meet all SLAs), implementing more demands and innovation at work
- Received Individual PMR award for Q4,2006 for implementation of solution to prevent ongoing application issues saving customers approximately 200 hrs of rework annually
Team lead – General & Retail Insurance
Shriram Group of companies
Chennai
08.2003 - 01.2006
- Responsible for managing a healthy claim settlement ratio in coordination with respective branches, Insurance company responsible
- Part of the regional team, responsible for managing & reviewing the documentation for new proposals for loans for commercial vehicles and preparing the same for upper management approval
- Established key process controls and operational guidelines for claims and awareness within 15 branches in areas of Insurance claim management & retail insurance
Education
Executive MBA -
Quantic University
Washington, DC, US09.2024
Bachelor of Technology - Electrical & Electronics Engineering
University of Calicut
India01.2003
Skills
- Digital Strategy and Transformation
- Data Analytics/Data Integration
- MS Office
- Project
- JIRA
- Concept Board
- ServiceNow
- People and Performance Management
- Demand management
- Supply chain domain knowledge
- Logistics domain knowhow
- Project/Program/Portfolio Management
- SAP ABAP, SRM, MM
- Delivery Management
- Strategic Project Planning
- Cost / Budget management
- Service Management
- Consulting & Business Analysis
- Vendor Management
- Marketing
- Business development
- Financial management
- Performance management
Certification
- SAP ABAP Netweaver Workbench, 01/01/03
- SAP Development Consultant, 01/01/06
- SAP MM overview, 01/01/07
- MySAP SRM overview, 01/01/06
- QLEEP (Quantum leap) leadership training program, 06/01/14
- Digital Strategies for Business: Leading the Next Generation Enterprise, 10/01/19
- Decision making strategies, 09/01/21
- Leadership stores – 5 minute lessons in leading people, 05/01/21
- Critical selling skills certification, 10/01/24
- Power BI fundamentals, 02/01/25
Key Areas Of Expertise
- Digital Strategy and Transformation
- Data Analytics/Data Integration
- MS Office, Project, JIRA, Concept Board, ServiceNow
- People and Performance Management
- Demand management
- Supply chain domain knowledge
- Logistics domain knowhow
- Project/Program/Portfolio Management
- SAP ABAP, SAP SRM, SAP MM
- Delivery Management
- Strategic Project Planning
- Cost / Budget management
- Service Management
- Consulting & Business Analysis
- Vendor Management
Affiliations
- Playing Cricket
- Reading
- Music
- Travelling
Languages
Malayalam
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Tamil
Elementary (A2)
A2
Spanish
Beginner
A1
Accomplishments
- Received Individual PMR Award for implementing solutions that saved 200 hours annually for the customer.
- · Lead an Org level Change Acceleration Program project – RAM (Root cause analysis methodology) for GS BPS IN, Bangalore in period May’14 – Jan’15
- Received Best Manager award for Q4 medallion in Siemens Technology Services Pvt. Ltd, 2011
- Drove implementation of application chatbot GINI for SAP ONE SRM product – which resulted in 5%-10% ticket reduction in 2022 for the customer
- Part of core team who won the prestigious SCM digitalization award in 2019 for “Implementation of the AMAZON catalog program in the US” transforming the procurement landscape for indirect purchases
- Drove & Co-created customer value solutions like “Smartware” for LOA management which was part of the top 20 list of Werner won Siemens for 2021
- Drove change initiatives and product deployments oriented for factory digitalization in the region on key areas like inventory management and shop floor management which resulted in customer value generation of over 600 K USD across 3 installations
References
References available upon request.
Timeline
Manager, Logistic Services
GBS Business Solution & services
12.2022 - Current
Manager, Enabling Services
GBS Procure to Pay
10.2016 - 12.2022
Service Delivery Manager
Siemens India (STS)
10.2011 - 10.2016
Senior System Analyst
Siemens India (SIPS)
10.2007 - 10.2011
Application Programmer
IBM India Private Limited
05.2006 - 10.2007
Team lead – General & Retail Insurance
Shriram Group of companies
08.2003 - 01.2006
Executive MBA -
Quantic University
Bachelor of Technology - Electrical & Electronics Engineering
University of Calicut
Similar Profiles
Pritika Pritika null
Senior Credit Analyst, Credit Initiation (for Jersey UK and African Market) at Global Business Services (GBS SCB)Senior Credit Analyst, Credit Initiation (for Jersey UK and African Market) at Global Business Services (GBS SCB)
M SurendarM Surendar
Associate Manager at Standard Chartered Global Business Services (GBS)Associate Manager at Standard Chartered Global Business Services (GBS)
MILAN KMILAN K
Import Documentation Customer Service at CMA CGM GBS Global Business Services IndiaImport Documentation Customer Service at CMA CGM GBS Global Business Services India
Sergio RojasSergio Rojas
Vice President of Business Development at La HausVice President of Business Development at La Haus
MARIANA REYNA FABIANMARIANA REYNA FABIAN
Oceans and Fisheries Scientist at OCEANA MexicoOceans and Fisheries Scientist at OCEANA Mexico