Sumit Singh

Experience

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  VCustomer Services India Pvt Ltd.

  May 2002 - May 2005

  Technical Team Leader – Service Operations

  Team Size: 20–25 Support ProfessionalsJob Responsibilities• Work direction and development for team of associates by coaching, motivation, and training.• Monitor & Gather Team performance data using tools and deliver feedback to Associates.• Maintain Team Stats and manage performance on Customer Satisfaction Survey Results.• Monitor schedule adherence of the associates and advise the team for improvement.• Impacting service levels.• Taking quality initiatives to optimize efficiency.• Conduct performance appraisals.• Provide Subject Matter Expertise & ensure training needs of subordinates are met. • Answer escalated calls, assess customers support needs, and handle accordingly.• Coordinate with different depts. Within the organization viz. IT/HR/Finance/Admin.• Reporting channel between the technical support agents and Process Manager.• SPOC for process excellence initiatives.• Provide operational floor management by monitoring service levels, making appropriate decisions.• Mentor and assist new hires.• Act as a central point of contact to reporting and escalating system issues.• Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the vision and core values.• Periodically interact with the middle and senior management for potential improvement of the work environment and persistent issues on the production floor. Show less

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  Amadeus India

  Jun 2005 - Dec 2006

  Team Leader – Technical/Service Support

  Team Size: 20 Support ProfessionalsJob Responsibilities• Monitoring Key Performance Deliverables at team level & provide inputs to Ops Manager.• Monitoring the Daily Call Allocation and Forwarding the Follow Ups to the team• Monitor & Gather Team performance data using tools and deliver feedback to Associates.• Actively involved in ISP Escalations and Coordination• Responsible for Call Abandoned Follow up, Escalations from Sales and Mail Follow up on Daily basis• Meeting the deadlines and handling the requisition from our clients, assigning the work to the team accordingly for New Product Installations and Product Replacement• Responsible for SLA of the coordinators and following up for Preventive Maintenance of the Machines• Maintaining Minimum Stock Level and Handling of Challans and Verification in Summary Report• Monitoring and Generating Daily, Monthly and Metro report• Responsible for the assessment of solved on Phone Target and Follow-up on Daily and Monthly basis• Preparation of Monthly Roaster and Back up WLL Management• Handling the overall Vendor Management involving MNC Agencies Coordination and Customer Relations Management Show less

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  CSC - Computer Sciences Corporation

  Dec 2006 - Sept 2016

  CDMs form the part of Service Excellence Group are the single point of interface between the Account Team and the Operational / Delivery Teams.The Client Delivery Manager is responsible to the overall delivery of the SM Service to the account (s)Responsibilities• A Single interface point for all internal and external clients for all Service Excellence services, escalations.• Plan, initiate, track and deploy Standard Operational Service Management on new or standing accounts, bearing as a service integrator or just one among other suppliers to the client.• Direction to the Transition and Operations teams to ensure contractual requirements and compliance are met (SLAs / Contractual Obligations).• Act as an interface between Service Excellence team and other technical teams for driving service improvements and represent SM on Operational Readiness Review for technical projects.• Chair and drive governance calls with the customers and account team(s) to understand strategic requirements and drive CSAT from operational perspective.• Leadership for Service Excellence client delivery and activities to ensure a high standard of professional excellence is maintained.• "Client Advocacy" role representing Service Excellence communicating client and account goals to ensure coordination with delivery teams.• GDN and Account demand forecasting to assist Service Excellence teams in planning and delivering end-to-end services.• Participation in Governance Boards to identify issues and recommend alternative approaches. Show less Team Size: 50 ProfessionalsJob Responsibilities• Responsible for the successful delivery of a multiple projects through effective project management to ensure that all deliverables in terms of time, price and quality are met.• Define, implement and execute a standard process across all engagements.• Managing, Coordinating and Escalation Point for all Delivery Competencies including Customer relationship, People and Performance management.• Responsible for overall leadership and direction to the delivery team.• Responsibility for delivery of all projects in terms of meeting the defined SLAs, Vendor Management and 24x7 Operations Management.• Being the Transition Lead for all ITSM / Cross Functional Service transitions.• Manage integration of transition activities with other service delivery activities.• Implementation of the Best Practice Framework for Problem Management and other ITSM processes across regions for seamless service delivery.• People management of the technical resources & Interface with competency teams on a periodic basis to track progress of work.• Develops plans and objectives and participates in cross-functional projects to improve operational performance for the organization.• Responsible for Global Quality Management System deployment and alignment within ITSM service delivery.• Responsible for Business Solutions, Process designing and implementation. Show less Team Size: 20-25 ProfessionalsJob Responsibilities• Lead for all New Business pursuits for ITSM service offerings.• Competency to provide End to End Business Process solutions for Service Management including, incident, problem, change and release management including costing and process mapping.• Subject Matter Expert for service management in transition services.• Successfully transitioned end to problem management service for many US Clients for Desktop, Compute and Network services.• Develops plans and objectives and participates in cross-functional projects to improve operational performance for the organization. Show less Team Size: 20 ProfessionalsJob Responsibilities• Managing the overall framework of incident and problem management comprising of problem management specialists for various NA accounts.• Alignment of Service Delivery – Problem management team to the ITIL framework.• Adopting an integrated aligned best practice problem management process to deliver the ITSM services as per the business requirements.• Successful implementation of a standardized best practice for problem management resulting in improved and stable service delivery SLA’s.• Designing and documentation of processes and procedures related to ITIL service management – Incident, Problem, and Change Management constituting service improvement plans (SIP), with appropriate targets set for improvements in quality, and resource utilization.• Responsible for directly handling the Service Review Calls with the Client / on shore management for account SLA’s and Metrics.• Responsible for conducting post incident root cause analysis, trend analysis for incidents impacting business and service to the customer.• Responsible for end to end coordination with various ITIL framework functions as incident managers and change managers to ensure end to end process governance.• Responsible for transitioning (demonstration) new business for problem management and aligning current processes with the ITIL aligned framework. Show less

  • Account Service Lead

    Mar 2015 - Sept 2016

  • Client Delivery Manager

    Aug 2013 - Mar 2015

  • Manager, Operations, Service Delivery

    Jul 2010 - Sept 2013

  • Associate Manager, Service Delivery

    Feb 2010 - Jun 2010

  • Lead – Service Delivery, Problem Management

    Dec 2006 - Jan 2010
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  DXC Technology

  Sept 2016 - Oct 2021

  • Associate Director, Delivery Operations, EMEA Region

    Apr 2020 - Oct 2021

  • Delivery Tranquility Lead, Delivery Transformation

    Apr 2018 - Mar 2020

  • Business Operations Manager

    Sept 2016 - Apr 2018
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  Cognizant

  Oct 2021 - now

  Director Delivery