SABYASACHI ROYCHOWDHURY
Los Angeles,CA
Summary
Experienced Service Delivery Manager with over 15 years of proven success in driving high customer satisfaction, business growth and strong client relationship
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sr Service Delivery Manager
Tech Mahindra
05.2022 - Current
- Oversee global delivery of Service Desk, End User Computing, Server, Storage, Telecom and networking services, ensuring compliance with SLAs and enhancing operational efficiency across diverse locations.
- Act as the primary point of contact for client CIO/ Senior Leadership Team, effectively managing relationships and swiftly resolving service-related issues to achieve high customer satisfaction rates.
- Lead collaborative efforts with customer IT teams, deployment partners, and internal stakeholders to orchestrate seamless project execution and successful service outcomes
- Service Delivery Management of the operations and projects
- Responsible for the accomplishment of the agreed Service Levels/KPI’s and ensuring client satisfaction
- Driving service performance reviews with the client stakeholders and executives
- Creating strategies for the new business opportunities and driving the discussions with the client and the internal stakeholders
- Responsible for translating client’s complex business problems into cost effective and innovative technology solutions that meet the client’s objectives and requirements
- Responsible for working with the client’s contract management team for negotiating Statement of works and Change Orders
- Supporting the sales team in all new business opportunities, proposal response and presenting solutions to the clients.
Service Delivery Manager
Mphasis
09.2021 - 05.2022
- Lead a large Global Delivery team with 120+ team members, providing Infrastructure management support
- Led the strategic initiatives
- Matured overall operations and reduced incident counts by 20%
- Created new business opportunities and helped in revenue growth.
Service Delivery Manager
Capgemini
01.2015 - 08.2021
- Led managed services engagements as part of the Cloud Infrastructure Management team
- Pioneered operational efficiencies that helped in improving program margin by -11%
- Worked closely with Sales and Solutions team to grow the portfolio by 20%.
Offshore Delivery Manager/Project Lead
Capgemini/Accenture/Wipro
08.1998 - 12.2014
- Oversaw various offshore engagements and provided leadership support
- Lead Tools practice and created an ITSM platform consisting Service Now and HP monitoring tools
- Supported various infrastructure engagement as Lead, as well as subject matter experts.
- Continuously sought opportunities for process improvement, enabling more efficient use of resources while maintaining high levels of quality control.
- Cultivated strong relationships with vendors and other external partners to facilitate smooth execution of project objectives.
Education
Bachelor of Electrical Engineering -
Jadavpur University
Kolkata,india06.1998
Skills
- Customer satisfaction
- Business analysis
- Incident management
- ITIL framework
- Cross-functional team leadership
- Mentoring and training
- Client relationship management
- Problem-solving abilities
- Critical thinking
- Team collaboration
- Continuous improvement
Accomplishments
- Achieved 30% productivity gain by introducing Automation for routine tasks.
Certification
- AWS Certified Cloud Practitioner
- ITIL Foundation
Languages
Hindi
Timeline
Sr Service Delivery Manager
Tech Mahindra
05.2022 - Current
Service Delivery Manager
Mphasis
09.2021 - 05.2022
Service Delivery Manager
Capgemini
01.2015 - 08.2021
Offshore Delivery Manager/Project Lead
Capgemini/Accenture/Wipro
08.1998 - 12.2014
Bachelor of Electrical Engineering -
Jadavpur University
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