Ajay Jose

Experience

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  A.P. Moller - Maersk

  Feb 2007 - Jan 2012

  Assistant Manager

  • Manages a 15 member Service Desk team• Transition and stabilize Operational Delivery of Service Desk projects across multiple Business Units• Successfully transitioned work from Central European countries (Poland, Czech, Germany & Denmark) to centralized delivery centers in India• Analyzed recurring issues to identify problem areas• Managed second level/vendor teams for updated solutions and procedures

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  Hewlett Packard Enterprise

  Feb 2012 - May 2013

  Service Delivery Manager

  • Lead a 24 x 7 Service Desk project of 30+ team members• Nurtured strong stakeholder relationship• Accountable for seamless delivery of services within the stipulated SLAs.• Drove Service and Quality improvement across multiple service desk projects• Ensured quality service and maintain customer satisfaction

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  Larsen & Toubro Infotech Ltd.

  Jun 2013 - Mar 2022

  Sr. Project Manager
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  LTIMindtree

  Apr 2022 - Aug 2023

  Director

  Responsibilities:• Leading a 24 x 7 Service Desk project of 30+ team members• Managed stakeholder relationship• Accountable for seamless delivery of services as per ITIL V3 process and within the stipulated Service Levels (SLAs)• Driving Service Improvement Programs that are in line with the business needs• Ensure zero customer escalations and maintain high customer satisfaction• Maintain high Employee Satisfaction, low attrition levels oversee career improvement for team members• Maintained the Super Gross Margins (SGM) and Profitability (PAT) of the project as per the organizational targets• Developed and maintained a robust change and release process for Standard Operating Procedures / Knowledge BaseAdditional Responsibilities:Practice Manager: • Leading a 200 member strong Service Desk practice and ensuring ready availability of skilled resources for the current and upcoming projects• Planning and implementing learning and development modules for the Service Desk team• Business Development• Playing an active role in responding to RFPs and RFIs• Lead client walk through meetings for Service Desk projectsTransition Manager:• Handled multiple transitions of different levels of complexities• Ensure project delivery as per financial and non-financial targets agreed for the projects• Co-ordinate with operations and support functions Show less