GPGuru Prasad
@guruprasad
Service Delivery Manager at Fujitsu
Bangalore, India
Experienced and results-oriented IT professional with over 18 years of expertise in service delivery management, operations, and team leadership. Proven track record of optimizing service delivery operations, driving process improvements, and enhancing customer satisfaction. Skilled in managing diverse teams, fostering strong client relationships, and exceeding service-level agreements. Adept at leveraging ITSM tools and methodologies to streamline operations and maximize efficiency.
Experience
Operation Manager
Concentrix Technology
Project: Apple. Investigated incidents where service delivery fell short of standards. Provided Senior Managers with accurate and timely information regarding service activities. Served as the central point of communication within the Service Delivery team. Regularly reviewed company service activities and processes to identify inefficiencies and performed root cause analysis.
Account Manager
Concentrix Technology
Project: Apple. Oversaw the development and implementation of efficient processes and workflows. Managed the assignment and distribution of cases among team members. Led the implementation of COPC and other quality standards. Acted as a primary point of contact for client communications and implemented strategies to reduce attrition.
SME
Concentrix Technology
Project: Apple. Provided coaching and floor support to a team of 20 agents. Conducted Training Needs Identification (TNI) and Training Needs Analysis (TNA) based on Business Quality analysis. Implemented strategies to improve customer retention and prepared weekly presentations for client interaction.
Technical Support Engineer
Concentrix Technology
Managed tickets for Apple customers, addressing software-related issues and providing remote support within internal SLAs. Provided technical support and troubleshooting for global Apple clients via calls.
Service Delivery Manager
Fujitsu
The planning, implementation, control, review and audit of service provision to meet customer business requirements. Accountable for forecasting and management of the account P&L (orders, revenue & margin). Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements. Proactively manages internal and external suppliers in a service partnership.
Education
Institution/Place of Education
Bachelor of Science
Tamil Nadu
Kendriya Vishwa Vidyalaya
Pre-University Course
Tamil Nadu
NIIT
Diploma in computers
Bangalore
Bharatiya Samskriti Vidyaphita
SSLC
Bangalore
Licenses & Certifications
Apple Certified Trainer
On Track Certified
COPC Certified SPOC
Six Sigma (Green Belt)
Scrum Master
ITIL V4
Quality Champion