Summary
Overview
Work History
Education
Skills
Timeline
Generic
NATCHIAPPAN THIAGARAJAN

NATCHIAPPAN THIAGARAJAN

Dallas ,TX

Summary

As a seasoned Business & Delivery Leader with over two decades of experience, I have successfully managed large turnkey IT engagements for global customers. I am eager to bring my proven track record in client relationship management , delivery excellence, continuous improvement, business & technology transformation and strategic business development.

Understanding that the core of a successful business lies in its customers, I am adept at leveraging data and technology to maximize customer satisfaction and boost revenue growth. With my exceptional communication skills and dedication to collaboration, I have consistently led teams to exceed their goals and expectations.

Overview

24
24
years of professional experience

Work History

Delivery Partner - Cloud Infrastructure Services

TRIANZ CONSULTING INC
Dallas, TX
08.2017 - 03.2023
  • Participate in pre-contract meetings with business development & the sales team to discuss the solution design, cost estimation and project approach
  • Assist sales team during opportunity assessment and proposal phases of the service delivery process that relates to best practices, approach, timelines and scope
  • Lead the development of services proposals, statements of work, and contract negotiations as required
  • Commence project start-up process upon execution of contracts including: project set-up, secure required resources, establish project plans and schedule kick-off meetings
  • Oversee Strategy and Transformation Services for customer engagements from pre-sales stage to successful delivery of the project in terms of scope, deliverables, budget, client satisfaction and achievement of required business outcomes
  • Provide leadership and support for delivery teams and staff
  • Drive the continuous service improvements of our service offerings based on customer experiences
  • Engage, interact, and manage relationships with C-level and other senior executives including managing expectations and scope change
  • Conduct Weekly, Monthly & Quarterly Business reviews with key Customer stake holders
  • The report detailing month-over-month trending of key operational metrics, quarterly view of engagement delivery performance measured against agreed upon Service Level Objectives/Agreements (SLO/SLAs), and addresses outstanding operational issues will be shared with Customer leadership teams
  • These meetings will be delivered remotely over Skype/Webex or in person as agreed with Customer in advance
  • Ensure that all legal, fiscal and personnel policies such as policy approvals, time conformance, engagement length, client invoicing, T&E, etc., are honored and that forecasting is submitted and revenue recognition is accurately forecasted and tracked
  • Interface with regional CP's and delivery teams to support the managed services sales opportunities in the respective regions
  • Responsible for the engagement's revenue growth & cost optimization.

Associate Director - IT Infrastructure Services

COGNIZANT TECHNOLOGY SOLUTIONS
Houston, TX
05.2014 - 07.2017

Sr. Delivery Manager - IT Infrastructure Services

COGNIZANT TECHNOLOGY SOLUTIONS
Chennai, India
09.2009 - 04.2014

Delivery Manager - Infrastructure Management Services

SATYAM COMPUTER SERVICES
Chennai, India
09.2006 - 09.2009
  • Managing Globally distributed delivery teams and continually adding value to the client
  • Building a skilled team, mentor & help them achieve their carrier goals
  • Responsible for recruitment, development and retention of project resources
  • Ensure right skill & right sizing as required for the project
  • Maintain a high level of employee morale within the team
  • Responsible for successful transition management of services across business models and geographic locations
  • Enable the teams to deliver the accepted scope within the stipulated time and meet the Service Levels
  • Process Definition, Management & Re-engineering
  • Working with different technology office, partner groups & other third- party vendors to bring Best-In- Class solutions leading to client success
  • Participate in the development of service level agreements and in the ongoing management of service level compliance and operational performance reporting
  • Identify and execute on IT service gaps
  • Ensure systems are in place to monitor peaks, troughs and trends in customer demand
  • Understands and supports the client's leadership philosophy and culture
  • Adds value to it by modeling behavior in a manner consistent with the client's core competencies and core values, embracing collaboration and consensus building, and fostering leadership at all levels
  • Maintain client-relationship through daily, weekly, monthly, and quarterly meetings and business reviews
  • Produces weekly, monthly, and quarterly status reports to customer management and project stakeholders
  • Act as a primary point of contact for escalation on major system outages, supplier issues, conflict resolution, customer experience issues and service improvement suggestions
  • Manage project risks effectively
  • Identify challenges and propose meaningful solutions
  • Ensure project resources have the right tools, access, training and information to enable the rapid resolution of Incidents/Requests and the ability to address project needs
  • Devise and maintain all support processes, workflows and procedures to ensure all IT issues are managed, and that robust escalation procedures are in place
  • Ensure compliance with these standards
  • Balances client expectation and contractual obligation with tact and diplomacy
  • Accountable for project schedule, financials, and deliverables
  • Driving Innovation & Business Transformation within the delivery team, leading to efficient and cost effective outcomes for the clients
  • Exploring new business opportunities & grow the revenue stream
  • Drive Cost optimization & Productivity Improvement.

Project Manager- Networks

TATA TELECOM
Chennai, India
04.2005 - 08.2006

Service Manager - Telecom & Networks

RELIANCE COMMUNICATIONS
Chennai, India
08.2004 - 04.2005

Customer Support Lead

COMSAT MAX LTD
Chennai, India
12.2000 - 07.2004

Customer Support Executive

EXECUTIVE GROUP
Chennai, India
05.1999 - 11.2000

Education

Bachelors in Engineering -

MADURAI KAMARAJ UNIVERSITY
01.1999

Skills

  • Client Relationship Management
  • Customer Engagement
  • Business Development
  • Client Retention Strategies
  • Client Acquisition
  • Portfolio Management
  • Service Level Agreements

Timeline

Delivery Partner - Cloud Infrastructure Services

TRIANZ CONSULTING INC
08.2017 - 03.2023

Associate Director - IT Infrastructure Services

COGNIZANT TECHNOLOGY SOLUTIONS
05.2014 - 07.2017

Sr. Delivery Manager - IT Infrastructure Services

COGNIZANT TECHNOLOGY SOLUTIONS
09.2009 - 04.2014

Delivery Manager - Infrastructure Management Services

SATYAM COMPUTER SERVICES
09.2006 - 09.2009

Project Manager- Networks

TATA TELECOM
04.2005 - 08.2006

Service Manager - Telecom & Networks

RELIANCE COMMUNICATIONS
08.2004 - 04.2005

Customer Support Lead

COMSAT MAX LTD
12.2000 - 07.2004

Customer Support Executive

EXECUTIVE GROUP
05.1999 - 11.2000

Bachelors in Engineering -

MADURAI KAMARAJ UNIVERSITY
NATCHIAPPAN THIAGARAJAN