Gopalakrishnan Muthuramalingam

Account Delivery Executive for one of Kyndryl's largest Industrial sector clients, responsible for end-to-end delivery of global infrastructure services across North America, South America, and Asia. Lead a geographically distributed organization of more than 100 professionals delivering Data Center, Server, Storage, Network, and Service Desk services while ensuring operational excellence, financial performance, and client satisfaction.

Key Achievements

• Led the successful transformation of a complex global infrastructure delivery organization, improving operational stability and strengthening customer confidence.
• Built trusted advisor relationships with client executives, resulting in improved executive engagement and stronger strategic alignment.
• Accountable for contract performance, financial management, compliance, risk mitigation, and overall account health.
• Led delivery modernization initiatives that improved efficiency while maintaining service quality and contractual commitments.
• Led the implementation of an enterprise-wide Disaster Recovery transformation program supporting business-critical infrastructure.
• Directed the modernization of Backup and Recovery services, improving data protection, operational resilience, and recovery readiness for mission-critical workloads.
• Implemented Cyber Recovery initiatives designed to strengthen ransomware resilience through enhanced recovery processes, immutable backup strategies, and regular recovery validation.
• Established executive governance for Backup, Disaster Recovery, and Cyber Resilience programs, improving compliance, audit readiness, and operational transparency.
• Led annual Disaster Recovery testing across infrastructure and application environments, consistently meeting recovery objectives while identifying opportunities for continuous improvement.
• Partnered with client executives to define and implement IT resilience strategies aligned with business continuity requirements and enterprise risk management objectives.

• Based in Chicago, Account Delivery Partner for a largest Industrial sector client. Responsible for Operational services Integration across Datacenter, Service Desk, Servers, Storage and Network with operations spread globally in India, Brazil, Argentina, Costa Rica and USA. Managing a team of 200+ practitioners supporting all contracted services.
• Relationship Management: Deep understanding of face to face client dynamics, able to quickly jump into difficult situations to manage programs while smoothing out client relationships.
• Consultative Skills: Excellent listening skills combined with consulting experience to effectively influence outcomes and deliver results for our clients. Analyze and identify critical issues, effectively establishing priorities based on business situations and making decisions using experience and data analysis.
• Program Management: Adept at organizing people and activities to create effective and efficient organizational structures while implementing and managing programs end to end. This includes the development and mentorship of talent to achieve best results.
• Change Management: Thrive in dynamic environments that operate in changing industries using creative problem solving strategies and expertise.
• Business Acumen: Excellent understanding of IBM’s client value plays creating opportunities in a competitive landscape. Handling of all facets of running large accounts including C-Level relationship management, operations, finance, and staffing.
• Key achievements - Exceptional account growth, Operational Stability, Increase in CSAT, Turning around client relationship that resulted in organic growth of the account with over 200% in TCV with improvement in financial metrics

• Results-driven Service Delivery Manager with responsibilities of managing client relationships, leading cross-functional teams, and delivering IT Infrastructure solutions. Strong skills in problem-solving, communication, and project management. Managed client relationships, delivered IT Infrastructure solutions, and led cross-functional teams resulting in high NPS scores. Key Responsibilities
• Maintained strong relationships with customer’s senior leadership resulting in exceptional client satisfaction and delivery of services
• Delivered regular reporting and SLA metrics
• Led team meetings, maintaining transparency of service strategy and key operational responsibilities resulting in 20% improvement in team efficiency
• Oversees the integration of all service delivery units and constantly improves the quality and inter working of the whole ‘virtual’ service team to ensure a seamless end-to-end delivery of service
• Maximized account growth opportunities. Champions team-working, re-use, knowledge sharing and promotes the increased use of Services capability.

• Successful delivery of high-quality services in the live environment.
• Took ownership of all activities in transitioning IT Services into a new environment resulting in successful delivery of services.
• Worked closely across both Service and Project Teams to ensure high-quality IT services were designed, transitioned and operated successfully.
• Defined service requirements, produced service plans, and scheduled and facilitated knowledge transition workshops resulting in improved service delivery.
• Managed tight and changing deadlines on multiple projects, directing resources and activities resulting in successful delivery of projects.
• Contributed to the review of project artifacts and produced service progress reports to Project Managers resulting in improved project delivery.
• Participate in customer calls to review team performance and discuss plans to improve support and efficiency for the customers.

• Personally lead several IT services transitions to offshore resulting in cost savings as well as improve delivery efficiencies. Primary responsibilities included tracking the staffing, knowledge transition, set up of delivery processes, hyper care and execution of services in steady state.
• Overall performance responsibility for managing scope, cost, schedule, and contractual deliverables, which includes applying techniques for planning, tracking, change control, and risk management
• Ensure orderly, managed transfer of responsibilities from the client organization to IBM, and/or IBM host country to GD country, utilizing established Transition methodologies, activities, and work products
• Interface with the customer and serve as a Transition lead from IBM perspective in developing steady state process and procedures

• Lead and directed delivery teams with 30+ technical members supporting Application hosting services for North American customers
• Staffed the team with key technical skills to support delivery from offshore
• Led, managed and built the center of competence for Application hosting services
• Work with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) to help grow the business.
• Ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner.
• Monitor and manage Service Level performance on the managed account(s) and reports the attainment and potential exposures in a timely manner to the Account team.

• Critical applications supporting the Email and Databases that was consumed by 300000+ IBMers across the world to support business operations internally as well as external customers.