Sabaresh Prasanna Kumar
Philadelphia,PA
Summary
Service Delivery Manager with extensive experience at Avangrid, specializing in cross-functional team coordination and client relationship management. Achieved 99.9% uptime through stringent SLA compliance and proactive improvement strategies. Skilled in developing training programs that enhance team capabilities and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Avangrid
Orange, Connecticut
11.2025 - Current
- Managed service delivery processes across multiple projects and teams.
- Oversaw client relations to ensure satisfaction and address concerns promptly.
- Coordinated cross-functional teams to align project goals and deliverables.
- Implemented best practices for service delivery and operational efficiency.
- Developed training programs for staff to enhance service quality and performance.
- Analyzed customer feedback to identify areas for improvement in services.
- Facilitated regular meetings to communicate updates and gather team input.
- Maintained compliance with industry regulations and company policies consistently.
- Ensured SLA compliance and maintained service delivery quality standards.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
- Monitored and managed desktop support, IT services and VIP support functions to boost performance.
- Managed service delivery expectations.
- Prepared staff work schedules and assigned team members to specific duties.
- Implemented continuous improvement processes to reduce costs and improve service quality.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Led the transition and transformation projects for new client onboarding, ensuring smooth service integration.
- Developed training programs for team members to enhance skills and service delivery capabilities.
Digital lead associate
Walmart
01.2025 - 11.2025
- Lead daily digital operations including online grocery, general merchandise pickup, and shipping.
- Support associates by assigning tasks, providing guidance, and coaching to ensure productivity and quality.
- Led and managed cross-functional engineering teams across multiple geographies and vendors, ensuring timely and quality delivery of complex projects.
- Acted as both Scrum Master and Project Manager, UAT Management, facilitating agile ceremonies, sprint planning, and stakeholder alignment to drive project success.
- Oversaw complete project lifecycle management from pre-sales to delivery, including requirement analysis, planning, execution, monitoring, and closure.
- Managed client interactions and stakeholder communications, ensuring transparency, risk mitigation, and alignment with business objectives.
- Ensure accurate order picking and staging for customer pickup or delivery. Oversee inventory control and maintain accurate stock levels for digital orders.
- Use handheld devices and Walmart systems to monitor and manage order flow. Engage customers during pickups and resolve issues with professionalism.
- Maintain cleanliness and organization of the staging and pickup areas. Collaborate with management to meet department goals and performance metrics.
- Championed innovative and scalable solutions to improve operational efficiency, meet client KPIs, and align technical implementations with business goals.
- Delivered projects within scope, time, and budget, consistently exceeding client expectations and achieving high customer satisfaction.
- Drove continuous improvement through retrospectives and Agile best practices to optimize team productivity and delivery quality.
- Mentored junior team members and ensured knowledge sharing across multi-location teams to maintain a high-performance culture.
- Leveraged exceptional analytical and communication skills to solve critical project bottlenecks and present insights to executive leadership.
Project Manager
Citi Bank (TCS)
12.2020 - 12.2024
- Orchestrated the collaboration among diverse agile teams to deliver five major software releases within strict timelines, achieving project milestones that reduced time-to-market by an impressive four weeks for each release cycle.
- Led the planning and execution of enterprise-wide portal integration projects, ensuring alignment with business objectives and technology standards.
- Developed and maintained comprehensive Project Management Plans, risk registers, RAID logs, and UAT plans to ensure transparency, accountability, and risk mitigation.
- Partnered with architects and developers to define technical requirements for stack upgradation & modernization.
- Managed multiple Scrum teams, providing leadership, removing impediments, and ensuring adherence to agile best practices.
- Responded to real-time alerts and proactively identified performance degradation or failures in financial applications, ensuring high system uptime and reliability.
- Supported batch processing jobs and overnight cycles critical to banking operations; resolved failures and coordinated with development teams for timely recovery.
- Developed training programs that improved security awareness scores by +60% and reduced phishing click rates.
- Developed and maintained project documentation including process flow diagrams, architectural designs, release notes, and roadmaps.
- Cultivated an environment of open dialogue through structured feedback loops amongst cross-functional teams; resulted not only increased engagement but also directly addressed top three obstacles causing delays within workflow processes.
- Conducted bi-weekly strategy discussions aimed at reinforcing best practices among peers about sustaining performance improvements via rigorous adherence to agile frameworks amidst evolving project demands.
- Achieved a remarkable improvement in overall project clarity of 70% and cutting down unnecessary stakeholder communications by up to 25%.
- Facilitated process assessments (As-Is/To-Be) to identify optimization opportunities, streamline workflows, and reduce delivery bottlenecks by 25%.
- Mentored junior PMs and Scrum teams on agile delivery, risk assessment, and change control.
Service Delivery Manager
CGI
09.2010 - 12.2020
- Oversaw delivery of IT services for multiple global clients, ensuring adherence to SLAs and achieving 99.9% uptime.
- Spearheaded large-scale production transitions, establishing and maintaining PMO-aligned processes, ensuring stakeholder sign-off, and meeting go-live milestones.
- Accountable for full project lifecycle activities — initiation, planning, execution, monitoring, and closure — while maintaining scope control and aligning with service-level expectations.
- Conducted periodic reviews with agency stakeholders to report progress, update risk plans, and address change requests within defined authority levels.
- Led service delivery team, optimizing processes and ensuring client satisfaction. Implemented cost-saving measures, resulting in substantial budget reductions & managed a team of 60 IT professionals.
- Partnered with diverse cross-functional teams to refine IT service delivery workflows, achieving a 40% boost in operational efficiency while cultivating strong relationships that enhanced overall client satisfaction ratings.
- Supported API integrations and real-time data exchanges between Jack Henry systems and third-party financial platforms.
- Ensure efficient and consistent service delivery for all service towers – Service Desk, Incident Management, Problem Management, UAT Management, Change Management, Storage Management, Server Support & Network Support.
- Compiled detailed analysis of service performance metrics for senior leadership; spotlighted critical improvement opportunities while presenting actionable strategies that enhanced overall IT operational effectiveness by 15%.
- Developing & maintaining business relationship with clients; coordinating with clients to gather business requirements for on-time delivery of services as per the SLAs.
- Spearheading production transition / transformation management – ensuring that we meet the agreed milestones (e.g. for service go live dates; migration of production work offshore etc.).
- Mentored team members, fostering professional growth and skill development. Created a positive work environment, resulting in improved team performance.
Technical Support Engineer
Net gear
02.2009 - 09.2010
- Improved Customer Satisfaction & Team Efficiency: Resolved complex issues and developed troubleshooting protocols.
- Streamlined Support Processes: Implemented new knowledge base system and streamlined support processes, resulting in faster ticket resolution and higher first-call resolution rates.
- Reduced High-Priority Tickets: Led diagnostic sprints to identify and address persistent platform issues, significantly decreasing the number of high-priority tickets generated weekly.
- Enhanced Service Efficiency: Pioneered automated troubleshooting scripts and introduced chatbot support, minimizing manual interventions and expanding service accessibility.
- Significant Time Savings: Engineered automated workflows for common technical problems, achieving an estimated 4 hours of weekly time savings across the support department due to process optimization.
Education
Master of Business Administration - Information Systems
Bharathiya University
Coimbatore, India07.2012
Bachelor of Technology - Information Technology
Pondicherry University
Pondicherry, India05.2006
Skills
- Service delivery management
- Project management
- Cross-functional collaboration
- Client relationship management
- Operations strategy
- Agile methodology
- Risk assessment
- Data analysis
- Process improvement
- Change management
- Risk mitigation
- Capital spending
- Organizational skills
- Customer relationship management
- Performance analysis
- Agile methodologies
- Problem solving
- Digital operations
- Scrum methodology
- Team leadership
- Network security
- Vulnerability assessment
- Cyber security
- Client relationship building
- Compliance management
- Phishing awareness training
- Cloud security
- Information security policies
Certification
• Generative AI for Project Managers, PMI
• Cybersecurity Leadership Specialization, Macquarie University
• PMP, PMI
• AWS Cloud Technology Consultant, Amazon
• Certified Scrum Master, Scrum Alliance
• ITIL PPO, Axelos
• Lean Six Sigma Green Belt, Six Sigma Academy Amsterdam
• ITIL RCV, Axelos
• Prince2 Foundation/Practitioner, Axelos
• ITIL OSA, Axelos
• Cybersecurity Leadership Specialization, Macquarie University
• PMP, PMI
• AWS Cloud Technology Consultant, Amazon
• Certified Scrum Master, Scrum Alliance
• ITIL PPO, Axelos
• Lean Six Sigma Green Belt, Six Sigma Academy Amsterdam
• ITIL RCV, Axelos
• Prince2 Foundation/Practitioner, Axelos
• ITIL OSA, Axelos
Timeline
Service Delivery Manager
Avangrid
11.2025 - Current
Digital lead associate
Walmart
01.2025 - 11.2025
Project Manager
Citi Bank (TCS)
12.2020 - 12.2024
Service Delivery Manager
CGI
09.2010 - 12.2020
Technical Support Engineer
Net gear
02.2009 - 09.2010
Master of Business Administration - Information Systems
Bharathiya University
Bachelor of Technology - Information Technology
Pondicherry University