Ganeshkumar Rathakrishnan
Chesterfield
Summary
Dynamic Service Delivery Manager at Cognizant Technology Solutions, adept at enhancing IT processes and ensuring compliance with service level agreements. Expert in incident management and data analysis, I drive improvements that elevate customer satisfaction and operational efficiency. Proven track record in stakeholder engagement and developing robust disaster recovery procedures.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Program Manager
Casesy General Store Inc
Ankeny
04.2024 - Current
- Led cross-functional teams in the successful delivery of program milestones, ensuring alignment with organizational goals and objectives.
- Assigned work and monitored performance of project personnel.
- Prioritized tasks and managed teams throughout multiple projects.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Oversaw the resolution of issues and challenges impacting program delivery, facilitating problem-solving and decision-making processes.
- Controlled expenditures and reported monthly actual performance.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Conducted regular program reviews and status updates with stakeholders, fostering transparent communication and stakeholder engagement.
- Directed the development and maintenance of comprehensive program documentation, including plans, reports, and presentations.
Service Delivery Manager
Save A Lot
Saint Ann
04.2023 - 03.2024
- Reviewed program plans to develop and coordinate activities.
- Examined metrics and prepared IT project progress reports.
- Responded quickly when critical incidents occurred; ensured prompt resolution so customers experienced minimal disruption.
- Identified opportunities for improvement in existing IT processes and systems, then developed and deployed new solutions.
- Ensured compliance with company policies, procedures and standards regarding the use of IT services.
- Developed data security and disaster recovery procedures.
- Analyzed workflows and established priorities for daily operations.
- Developed and implemented service strategies, policies and procedures to ensure IT services met customer needs.
- Developed project metrics to follow system build-out progress.
- Maintained close connection with project personnel to quickly identify and resolve problems.
- Met with stakeholders to collaborate and resolve problems.
- Developed and implemented system lifecycle methodologies to produce systems of high quality.
- Monitored the performance of all IT services to ensure SLAs were being met or exceeded.
- Provided guidance on best practices for incident management, problem resolution and change control.
Service Delivery Manager
LIBERTY MUTUAL INSURANCE COMPANY
Chennai
11.2021 - 02.2023
- Oversaw daily operations of service delivery team, enhancing productivity and efficiency.
- Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Developed training plans for employees to help them become more knowledgeable about various technologies used by the company.
- Maintained strong knowledge of applicable regulations to guarantee that designs, operations and IT systems met those requirements.
- Monitored the performance of all IT services to ensure SLAs were being met or exceeded.
- Responded quickly when critical incidents occurred; ensured prompt resolution so customers experienced minimal disruption.
- Assigned and reviewed work of IT project managers, systems analysts and developers.
- Developed and maintained processes and technology roadmap to achieve business objectives.
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Met with stakeholders to collaborate and resolve problems.
- Developed and implemented system lifecycle methodologies to produce systems of high quality.
Portfolio Manager
PepsiCo
Chennai
02.2019 - 01.2021
- Collaborated with internal stakeholders including traders, analysts and advisors.
- Produced reports on current trends in the markets, asset allocations, and capital flows.
- Developed and implemented portfolio strategies to meet clients' short-term and long-term financial goals.
- Conducted reviews and evaluations for cost-reduction opportunities.
- Developed educational materials and workshops for clients to enhance their understanding of investment principles and portfolio management practices.
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
- Identified, addressed and either resolved or escalated project issues.
- Reviewed budget and subcontractor estimates in detail and analyzed for accuracy with scope of work relevancy in mind.
- Built and established strong partnerships with teams, vendors and contractors.
Project Manager
Multiple Client
Multiple Location
09.2012 - 12.2018
- Acted as a liaison between business users and technical teams in order to develop solutions that meet customer needs.
- Led accounting system transformation to facilitate company growth.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Identified opportunities for automation within existing processes in order to improve efficiency.
- Performed risk management assessments to identify potential risks associated with the project tasks or deliverables.
- Collaborated closely with other departments in order to ensure timely resolution of any conflicts or problems encountered during the course of the project.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Conducted meetings with team members to discuss project goals and objectives as well as assign tasks and responsibilities accordingly.
Project Manager
Multiple Client
Chennai
02.2007 - 08.2012
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Developed and maintained project plans, timelines, and budgets.
- Created project status presentations for delivery to customers or project personnel.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
- Identified project needs by reviewing project objectives and schedules.
- Provided guidance to team members regarding tasks assigned to them.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
Education
Master of Computer Applications - Computer Applications Development
Bharathidasan University
India04-2002
Bachelor of Science - Physics
Madras University
India04-1999
Skills
- Strategic Project Oversight
- Incident management
- Service level agreements
- Process improvement
- Stakeholder engagement
- Problem resolution
- Project management
- Service delivery
- Program documentation
- Team leadership
- Budget management
- Cross-functional collaboration
- Multitasking Abilities
- Project coordination
- Strategic planning
- IT governance
- Continuous improvement
- Risk management
- IT capacity planning
- Stakeholder management
Accomplishments
- Reduced Program Costs - Successfully reduced program costs by 20% through strategic resource allocation.
- Agile Transformation Impact - Led Agile transformation, increasing project delivery speed by 40%
- Oversaw Multiple Projects - Managed multiple concurrent projects with an on-time delivery rate of 98%.
- Improved Client Satisfaction - Achieved a 95% client satisfaction score through effective management strategies.
- Client Satisfaction Excellence - Achieved 98% client satisfaction rate, surpassing industry standards.
Certification
- AWS Gen AI Essentials
- AWS Q Developer
- SAFe Agile
Languages
English
Full Professional
Tamil
Native/ Bilingual
Timeline
Program Manager
Casesy General Store Inc
04.2024 - Current
Service Delivery Manager
Save A Lot
04.2023 - 03.2024
Service Delivery Manager
LIBERTY MUTUAL INSURANCE COMPANY
11.2021 - 02.2023
Portfolio Manager
PepsiCo
02.2019 - 01.2021
Project Manager
Multiple Client
09.2012 - 12.2018
Project Manager
Multiple Client
02.2007 - 08.2012
Master of Computer Applications - Computer Applications Development
Bharathidasan University
Bachelor of Science - Physics
Madras University
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