Girish B

Experience

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  AOL

  Dec 2005 - Aug 2007

  Customer Care Consultant

  Purpose: Contact prospective customers and provide them with information on the company that they are representing and the services provided• Up-sell and cross-sell new products or services to existing customers• Generate leads• Ensure that appropriate information is available of the product or service being endorsed• Schedule appointments with customers with a view to show them product features or offer advice• Follow up on customers who have shown interest in a particular product• Guide potential and existing customers to determine and fulfill their purchase needs• Ensure keeping up with new product development and features• Devise sales and marketing strategies aimed at fulfilling targeted goals• Ensure customer loyalty by providing exceptional customer services• Follow up on sales as part of an after-sales customer service program• Prepare orders for delivery to customers’ homes or offices• Handle merchandise preparation and inventory duties• Maintain and update sales logs on a periodic basis• Keep records of all conversations and interactions with customersSuccess in the role:• Innovating and improving productivity. – Significantly contributed to MSAP scores• A passion for working with people and the ability to quickly build rapport.• The ability to identify opportunities to delight and exceed customer expectations. Show less

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  HP

  Aug 2007 - Aug 2011

  ITO Service Delivery Consultant

  Purpose: Role holder applies deep and strong technical back ground of Application packaging, App-V, Deployment, Imaging and RIS for infrastructure projects. Mentor / Consult with the team members, customers, stake holders, vendors for complex technical issues to provide solution integrating technical knowledge with the business need. Incident Management: Resolve technical and some business incidents independently. Mentor/assist less-experienced team members on complex incidents.Escalation Management: identify, mange, and lead escalations through L3. Work with others to help manage escalations through L4.Problem Management: Proactively and reactively look for solutions to prevent complex problems from occurring across teams/technologies.Change Management: Independently review and verify changes/solutions of high complexity and risk to meet customer and/or trade/company Information Technology infrastructure needs. Lead or participate in a Change Advisory Board or Technical Advisory Board.Patch and Security Management: Provide input to security policies. Proactively monitor the environment for patch compliance. Analyse patches for compatibility with each customer or internal infrastructure environment. Approve patch and security changes.Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.Solution Design: Apply company solutions or, when justified by business needs, create solutions to meet highly complex customer and/or trade/company IT infrastructure needs. Provide feedback to create new company solution sets.Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings. Show less

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  CGI

  Aug 2011 - Feb 2017

  Service Delivery Manager

  • Leads service delivery to customer(s) in order to deliver contracted service commitments and continual service improvements (senior level). Act as primary point of contact and accountable for day to day service delivery.• Actively owns service risks and issues, controls service costs, and improves productivity of high complexity contracts for customers in order to increase profitability and continually improve cost effectiveness.• Regular contributor and innovator to the continual improvement of service delivery standards and practices for the customer contract and community• Delivery Management, providing reliable service, meeting SLAs and achieving transformation targets.• Client relationship management, building and maintaining strong client relationships, participating in client meetings regarding performance to ensure client satisfaction.• Financial Management, actively manage contract financial performance to meet financial objectives; ensuring planned profit margins are achieved. • Contract Profit Improvement, ensure opportunities for cost reduction are recognised and achieved.• Take ownership of the commercial contract, ensuring full understanding of the content• Manage contract changes and additions ensuring that we maintain commercially sound and consistent contract documentation, avoiding any ambiguities which might result in a dispute with the client.• Initiates implementations of changes on new initiatives and ensures they are delivered on time and meet the client requirements by maintaining tight control of the project schedule, risks, scope of work and budget.• Initiates regular reviews within operational teams and subcontractors in order to maintain a clear understanding of the client’s needs, and provides day to day client advice and support.• Promotes our capabilities to clients, identifies sales opportunities to be forwarded to the sales and client delivery leader. Show less

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  IBM

  Mar 2017 - Aug 2021

  Service Integration Leader - Cloud Practice - Multi Cloud

  Responsible for managing and coordinating global integrated services delivery teams for the account and client. Accountable for the delivery scope for their integrated services teams to their account(s) and the functional performance of all resources aligned to the account(s). Acts as the primary contact and service delivery advocate between the DPE/PE and the delivery support organization. Maintain a working level understanding of all technical services supported within a delivery tower with the ability to provide direction to teams in support of client critical business processes and infrastructure, service changes and critical system recovery. Manages the day to day delivery of service for one or more integrated delivery pools including: cost, supplier management, service level attainment, delivery quality, and task management for the account team and delivery. Work with the DPE, PE (Project Office), and client (as appropriate) to understand requirements. They ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner. Promote and implement IBM standards and best practice as the foundation of service for the client, building relationships with peers for their Integrated Service across Delivery. Show less

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  Kyndryl India

  Sept 2021 - now

  Cloud Practise Leader | Hybrid Cloud | AI | Data Science | DevOps | App Development | Modernization

  Key accountabilities • Accountable and Direction to Multiple Clients to deliver contracted service commitments and continual service improvements (senior level). Leadership to Service Delivery Teams, Technical Service Lines, Automation Teams, Design and Architect Teams, Compliance Teams, Audit Teams, Quality Teams. • Partnership and Collaboration with Global Directors to deliver contract and grow business. • Actively owns service risks and issues, controls service costs, and improves productivity of high complexity contracts for customers to increase profitability and continually improve cost effectiveness.• Regular contributor and innovator to the continual improvement of service delivery standards and practices for the customer contract and community• Delivery Management, providing reliable service, meeting SLAs, and achieving transformation targets.• Client relationship management, building and maintaining strong client relationships, participating in client meetings regarding performance to ensure client satisfaction.• Financial Management, actively manage contract financial performance to meet financial objectives; ensuring planned profit margins are achieved. • Contract Profit Improvement, ensure opportunities for cost reduction are recognised and achieved.• Take ownership of the commercial contract, ensuring full understanding of the content• Manage contract changes and additions ensuring that we maintain commercially sound and consistent contract documentation, avoiding any ambiguities which might result in a dispute with the client.• Initiates implementations of changes on new initiatives and ensures they are delivered on time and meet the client requirements by maintaining tight control of the project schedule, risks, scope of work and budget.• Promotes our capabilities to clients, identifies sales opportunities to be forwarded to the sales and client delivery leader. Show less