Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Ravi Vangavety

Service Delivery Manager
Saint Louis

Summary

Intelligent Service Delivery Manager with 25+ years of experience in Healthcare, E-Commerce, Technology sectors. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.


Overview

28
28
years of professional experience
5
5
Certifications
1
1
Language

Work History

Service Delivery Manager

Tech Mahindra Americas
07.2019 - Current
  • Working for Healthcare major account as Service Delivery Manager with a team of 400+ team for $200Mn account
  • Implemented and supported Service at client site.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Led cross-functional teams to achieve project goals on time and within budget.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Managing complicated volume based invoicing, penalties, SLA breaches
  • Responsible for all compliances, Writing, evaluating, negotiating and executing agreements
  • Direct negotiations and draft vendor RFI's, RFP's, SOW, and contracts
  • Lead the execution of a PMO governance, reporting and review framework to provide a holistic view of all account project activity
  • Manage interdependencies and coordination at project to ensure that information relating to project deliverables, risks and issues are effectively communicated between stakeholders and that key performance indicators are monitored and evaluated
  • Publishing P&L, Revenue Vs Cost, EBITDA improvement measures, SLA Dashboard
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars
  • Vendor Relationships for various IT areas of Storage, Network, Voice, Desktop computing
  • Supplier Relationship Management, Third Party Risk Management and Contracting
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
  • Facilitated completion of deliveries and verified documentation

Service Delivery Manager

Tech Mahindra Ltd.
09.2014 - Current
  • Worked for Microsoft Account as Delivery Manager leading delivery for 24x7 Mission Critical Application Support covering Microsoft's key licensing and customer facing application(generating revenue of worth $2.5Bn / quarter to Microsoft)
  • Ensure operation integrity, including compliance with all policies and procedures for the Microsoft Offsite facility including adherence to contract and guidelines
  • Total 120 applications across globe being covered in 24x7 model for multiple service lines
  • Maintained proper staffing levels to guarantee timely and accurate deliveries
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
  • Contributed to internal and external account reviews
  • Facilitated completion of deliveries and verified documentation
  • Implemented and supported Service at dedicated Microsoft Offsite Facility site
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals
  • Coordinated and led internal and external site team meetings
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support
  • Services being covered include - Service Desk, Incident Management (L1/ L2/L3), Service Request management, Problem Management / RCA, Alert Management, Knowledge management, Fiscal Month and Year events
  • Key Initiatives / Service Improvements handled covering - Shift left, Shift Right, Automations for Noisy alert suspension, Service governance dashboards, predictive/proactive service management using Early Warning system
  • Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms
  • Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels
  • Integrated new technologies and best practices to improve delivery

Head Operations

Makaweesoft
04.2012 - 09.2014
  • Putting organization on profit books
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
  • Prepared annual budgets with controls to prevent overages
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
  • Directed initiatives to improve work environment, company culture or overall business strategy
  • Partnered with vendors and suppliers to effectively manage and budget
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles
  • Winning contracts on HTML5, .Net with SQL projects

Head Operations

Reliance Global Services Pvt Ltd
03.2011 - 04.2012
  • Signing contract with 3 new accounts in addition to retaining 15 accounts
  • Prepared annual budgets with controls to prevent overages
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
  • Advanced productivity KPIs to achieve key business goals and objectives
  • Enhanced delivery team size from 6 to 20
  • Introduced new methods, practices and systems to reduce turnaround time
  • Built and reviewed master service agreements to simplify and streamline contract negotiation process
  • Led improvement initiatives to advance operational efficiencies and increase revenue
  • Developed systems to track and log work issues
  • Increased profit by streamlining operations
  • Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics
  • Reviewed operations reports to understand numbers and trends
  • 30% additional revenue generation through 4 different training offerings

Sales Manager

MytecSoft
01.2008 - 12.2010
  • Established a strong client base and secure first domestic projects for the company
  • Led account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities
  • Evaluated performance against goals and implemented appropriate development plans
  • Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness
  • Targeted and prospected for new business through telemarketing, individual creativity and innovation
  • Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities
  • Developed and implemented comprehensive business strategies and sales and marketing plans that complemented overall corporate operating plan
  • Tracked pipeline data, won vs
  • Lost opportunities and lead response times with Salesforce CRM
  • Met with clients, delivering presentations and educating on product and service features and offerings
  • Closed lucrative sales deals using strong negotiation and persuasion skills
  • Enhanced profitability of business by 15%
  • Managed tough customers with effective team management and showing value adds
  • Resolved customer issues quickly to close deals and boost client satisfaction
  • Established and cultivated solid business relationships with new or existing customers
  • Researched competitors' activities and products to uncover new trends
  • Maintained ethical and positive working environment to reduce turnover and promote high retention rates

Manager

Wilshire Software Technologies
03.2004 - 12.2007
  • Pivotal in planning and organizing over 120 training programs in different parts of the country
  • Evaluated employees' strengths and assigned tasks based upon experience and training
  • Accomplished multiple tasks within established timeframes
  • Developed and maintained relationships with customers and suppliers through account development
  • Applied customer feedback to develop process improvements and support long-term business needs
  • Onboarded new employees with training and new hire documentation
  • Cross-trained existing employees to maximize team agility and performance
  • Delivered feedback to decision-makers regarding employee performance and training needs
  • Expanded client base from 8 to 75 in just 2 years
  • Acquired clients like HP, Oracle India, Airtel, Wipro, Deloitte, DRDO, Genpact, Value Labs and Locuz

Business Development Executive

Prithvi Information Solutions
11.2001 - 02.2004
  • Steered the introduction of promotional activities as a tool for increasing sales
  • Attained high YOY sales growth during the period
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit
  • Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs
  • Utilized market trends, mission priorities and customer goals to envision, shape and close new opportunities
  • Planned marketing initiatives and leveraged referral networks to promote business development
  • Established and maintained highly effective relationships with clients and industry partners to drive growth
  • Identified revenue opportunities by collaborating with distribution partners
  • Assessed current service needs and calculated product satisfaction levels to make appropriate product and service adjustments
  • Translated customer needs into solution requirements using powerful value propositions and negotiation skills
  • Performed website content management tasks to enhance company marketing techniques and promote brand exposure
  • Defined and integrated roles, responsibilities and processes for business team and data management organization
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit

Project Engineer

D.S. Constructions
07.1999 - 11.2000
  • Overseas assignment and involved in successful completion of 2 projects
  • Assessed impact of modification requests for ongoing projects
  • Performed constructability reviews of construction bid documents for coordination purposes
  • Recommended process improvements to reduce unnecessary waste
  • Recommended improvements for design, construction means and materials based on field or changing conditions
  • Monitored installation of materials and equipment for compliance with drawings and specifications
  • Evaluated change order requests in response to out-of-scope work activities
  • Liaised with company executives and project managers to acquire resources to move projects forward

Assistant Engineer

TARAPORE & CO
10.1996 - 07.1999
  • First Job and has learnt a lot
  • Determined budget, manpower, schedule and material needed to successfully execute projects
  • Assisted in development, design and execution of projects
  • Participated in site visits, helping to survey ongoing and planned installations and retrofits
  • Got an opportunity to outperform
  • Assisted senior engineers and management with clerical duties to keep department functioning and workflows running smoothly
  • Maintained positive work atmosphere by building relationships with co-workers, customers, clients and management
  • Developed, prepared and reviewed reports and studies to identify and recommend engineering solutions

Education

Masters in Technology - Information Technology

Punjabi University
Patiala India

Bachelors Of Technology - Civil Engineering

Nagarjuna University
India

High School -

BALA VIGNANA MANDIR HIGH SCHOOL
INDIA

Skills

Leadership

Coordination Skills

Service Delivery

Budgeting Skills

Logistics Operations

Negotiation Skills

Dashboards

Governance

Capacity Planning

Stakeholder Management

GenAI in Healthcare

Contract Management

Account Mining

Program Management

Profitability Analysis

Risk Analysis

Health Care

Business Development

24/7 Services

Incident Management

Service Management

Technical Support

Knowledge Management

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Certification

AI in Healthcare, Stanford

Accomplishments

Instrumental in executing 60+ change orders over 5 years resulting in 15 Mn USD additional business.
Reduced ticket volumes by 60% through proactive problem management, shift left, knowledge management and automation.
Enhanced incident resolution time by 30%, minimizing business disruptions.
Implemented ITIL best practices, leading to a 25% increase in service efficiency.

Timeline

AI in Healthcare, Stanford

02-2025

Service Delivery Manager

Tech Mahindra Americas
07.2019 - Current
Professional Scrum Master
04-2015

Service Delivery Manager

Tech Mahindra Ltd.
09.2014 - Current
ITIL v3, EXIN
08-2014

Head Operations

Makaweesoft
04.2012 - 09.2014

Head Operations

Reliance Global Services Pvt Ltd
03.2011 - 04.2012

Sales Manager

MytecSoft
01.2008 - 12.2010

Manager

Wilshire Software Technologies
03.2004 - 12.2007

Business Development Executive

Prithvi Information Solutions
11.2001 - 02.2004

Project Engineer

D.S. Constructions
07.1999 - 11.2000

Assistant Engineer

TARAPORE & CO
10.1996 - 07.1999

Masters in Technology - Information Technology

Punjabi University

Bachelors Of Technology - Civil Engineering

Nagarjuna University

High School -

BALA VIGNANA MANDIR HIGH SCHOOL

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Ravi VangavetyService Delivery Manager