Philip David
New York,NY
Summary
Forward-thinking Delivery Manager equipped to handle large-scale delivery planning and execution. Proficient in increasing customer engagement with hands-on approach at each stage. Trains, mentors and motivates staff for maximum performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Delivery Manager
Tata Consultancy Services - Client
08.2021 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
Major Incident Manager
Tata Consultancy Services - Client
01.2020 - 07.2021
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
Service Delivery Manager
Tata Consultancy Services- Client
05.2012 - 12.2019
- Delivered exceptional client service by proactively addressing concerns, anticipating needs, and ensuring ongoing satisfaction throughout the project lifecycle.
- Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
Team Manager
Sutherland Global Services
09.2003 - 04.2012
- Led a team of customer service representatives for increased productivity and overall efficiency.
- Developed strong relationships with business Clients, resulting in improved coordination and collaboration for seamless customer service delivery.
- Achieved Client KPIs consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Education
Bachelor of Arts - English Literature
Alagappa University
IndiaSkills
- Delivery Management
- Project Management
- Scrum Master
- Incident Management
- Agile Methodology
- Customer Relationship Management
- Project planning and development
- Software Development Life Cycle
- Stakeholder Management
- Lean principles
- Resource Management
- Team Leadership
- Recruitment and hiring
- Call Center Operations
- Workforce Management
- Escalation management
- Coaching and Mentoring
- Quality Assurance
- Negotiation and Conflict Resolution
- Performance Evaluation
Certification
Professional Scrum Master II
Lean Six Sigma
ITIL Foundation
Timeline
Delivery Manager
Tata Consultancy Services - Client
08.2021 - Current
Major Incident Manager
Tata Consultancy Services - Client
01.2020 - 07.2021
Service Delivery Manager
Tata Consultancy Services- Client
05.2012 - 12.2019
Team Manager
Sutherland Global Services
09.2003 - 04.2012
Bachelor of Arts - English Literature
Alagappa University
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