Karthikeyan Dhandapani

Experience

• 

  Accenture, Banglore

  Sept 2012 - now

  Senior Delivery Manager

  Role: Service Delivery manager.Team Size: 1201. Created rigorous and comprehensive quality assurance programs to provide timely and quality based customer solutions/implementations.2. Designed and developed a comprehensive metrics tracking system to monitor service delivery performance, customer metrics, and this tool provided senior management reporting3. Regularly interacted with clients regarding satisfaction issues, expectations, and potential projects4. Liaised with multiple support vendor teams as part of Service Delivery and strive to make one team concept5. Monthly review with Client Service Delivery Managers (SDM) on Critical Service Levels and addressing any concerns raised by Client SDMs.6. Review Monthly Revenue Vs Cost and take actions if any impact on profit margin.7. Monthly Review with PMO on invoice tracking status.8. Quarterly Review of overall solution, price and sizing of the teams to ensure we have right resources with right levels & Skills to provide quality support delivery and to ensure we are meeting the profit margin.9. Quarterly Application Proficiency Review of all the resources to assess the quality and plan for roll offs of any non performing resources10. Quarterly review of ticket volume of all the applications and if there is any spike in ticket volume with more than 20% difference against baseline volume for 3 months in a row, then have a discussion with Client to revise the support fee to add more resources.11. Assess the impact of ongoing AD work on existing support delivery and discuss with Client on possible risks and to agree on a plan to mitigate it.12. Ensure 10% yearly reduction in ticket volume in applicable cases and conduct FTE review to refresh project pyramid every 1 year.13. Conduct Daily check on SLA report which contains P1, P2, P3 and P4 tickets and follow-up with leads for any deviation/misses14. Handled ticket volume of around 2000 tickets per month across different technologies Show less