Sasirekha Madhavan
Plano,TX
Summary
IT Service Delivery and Operations Management professional with 20+ years of experience in Banking, IT services, Quality Management, Operational Excellence, Lean Six Sigma, Agile Delivery, IT production management, and continuous improvement. Proven success leading enterprise production support, service delivery governance, stakeholder management, process transformation, and large-scale infrastructure initiatives.
Overview
3
3
Languages
1
1
Certification
22
22
years of professional experience
Work History
Service Delivery Manager II (P2)
Credit One Bank
02.2024 - Current
- Serve as a dynamic and detail-oriented Service Delivery Manager responsible for ensuring the successful delivery of IT Production Management services across the Bank for Credit Cards, Digital, Digital Bank, Command center and Collections
- Lead production support and service delivery operations for business-critical banking applications and technology platforms.
- Ensure operational stability, system availability, and adherence to service level commitments.
- Coordinate cross-functional technology teams to maintain production reliability and optimal customer experience.
- Drive incident, problem, escalation, and service restoration activities to minimize business impact and improve operational resilience.
- Facilitate change management and production deployment activities to ensure successful implementations with minimal disruption.
- Monitor production services using enterprise monitoring and observability tools.
- Conduct service reviews, governance meetings, and operational reporting for senior leadership and technology stakeholders.
- Drive service improvement initiatives through data-driven analysis and operational performance metrics.
- Collaborate with vendors, infrastructure teams, application teams, and business partners to deliver service excellence.
- Ensure compliance with operational standards, policies, audit requirements, and service management practices.
Project Manager / Lean IT & Process Improvement Consultant
HCL Technologies
01.2015 - 04.2023
- Managed medium and large-scale IT infrastructure projects using Lean Six Sigma and Agile methodologies.
- Led process transformation initiatives across global IT operations organizations.
- Designed governance frameworks, operating procedures and quality controls.
- Served as Change and Release Management consultant for enterprise customers.
- Managed client engagements including Disney, ExxonMobil, Estee Lauder, Biogen, McLaren and Franklin Templeton.
- Conducted Value Stream Mapping, Pareto Analysis, predictive analytics and process redesign initiatives.
- Facilitated Kaizen workshops and continuous improvement programs.
- Improved SLA performance, operational efficiency, resource utilization and service quality.
- Developed workforce capability heat maps and training strategies.
Quality Management Specialist
Temenos Banking Software
01.2011 - 12.2014
- Led Lean and Six Sigma quality improvement programs.
- Managed quality governance, audits, compliance and process reviews.
- Implemented RCA, CAPA and quality management practices.
- Conducted Voice of Customer assessments and stakeholder reviews.
- Facilitated KPI reporting and operational performance management.
- Supported ISO compliance and information security initiatives.
Quality Analyst
HCL Technologies
09.2004 - 12.2010
- Provided technical support for AT&T customers.
- Performed quality monitoring, compliance assessments and process reviews.
- Prepared quality reports and trend analysis.
- Supported continuous improvement and customer satisfaction initiatives.
Education
Master of Business Administration (MBA) - Information Technology
Dr. D. Y. Patil Institute of Management
Pune, India03-2025
Bachelor of Technology (B.Tech) - Chemical Engineering
St. Peter's Engineering College, University of Madras
India05-2004
Skills
- Monitoring & Observability: Dynatrace, SolarWinds, Apigee
- ITSM: ServiceNow, Incident Management, Change Management, Problem Management
- Cloud & Collaboration: Azure, Microsoft 365, Teams, SharePoint
- Analytics: Power BI, Excel, Reporting, KPI Dashboards
- Project & Agile: Jira, Confluence, SAFe, Scrum, Microsoft Visio
CAREER TRANSITION
May 2023 - Feb 2024: Relocated from India to the United States while pursuing MBA in Information Technology through online education.
Accomplishments
- Successfully deployed the Rhythm Team , enabling cross-functional technical teams to perform L1 infrastructure support activities across multiple technologies, resulting in improved SLA achievement and reduced MTTR.
- Increased the percentage of Standard Changes through effective change benchmarking and approval management, contributing to a more stable production environment.
- Designed and implemented Service Catalogs in ServiceNow (SNOW) based on high-priority service requests, enhancing customer experience and improving service request efficiency.
- Identified and implemented process improvements that reduced release turnaround time by 30% .
- Led organizational deployment of Stack Ranking, Kaizen initiatives, and Quality Audit frameworks to drive operational excellence.
- Established and managed an Idea Bank (Lean/Kaizen) within Finance Shared Services to foster continuous process improvement.
- Mentored and supported multiple Lean and Green Belt projects , promoting a culture of continuous improvement.
- Reduced pending orders in the Missing Bill Process by 70% within Telecom Expense Management, generating annual savings of $56,963 .
- Executed a process efficiency initiative to eliminate non-value-added activities, resulting in annual savings of $12,000 and a reduction of 4 FTEs .
- Streamlined the Accounts Payable (AP) invoice hold process , eliminating excessive follow-up activities that consumed approximately 20% of team effort .
- Revived and transformed a poorly performing Telecom Expense Management process into a stable and efficient operation within one year.
- Received a Client Appreciation Certificate for achieving high productivity and maintaining low error rates across the team.
- Earned multiple performance-based awards in recognition of exceptional contributions and business impact.
Recognized as Employee of the Lean IT Center of Excellence for outstanding performance and team contributions.
Certification
- Certified ScrumMaster (CSM)
- Certified Six Sigma Black Belt (RABQSA)
- SAFe 5 Agilist
- ITIL Foundation V3
- ITIL Foundation V4
Languages
English
Native or Bilingual
Tamil
Native or Bilingual
Telugu
Professional Working
Timeline
Service Delivery Manager II (P2)
Credit One Bank
02.2024 - Current
Project Manager / Lean IT & Process Improvement Consultant
HCL Technologies
01.2015 - 04.2023
Quality Management Specialist
Temenos Banking Software
01.2011 - 12.2014
Quality Analyst
HCL Technologies
09.2004 - 12.2010
Bachelor of Technology (B.Tech) - Chemical Engineering
St. Peter's Engineering College, University of Madras
Master of Business Administration (MBA) - Information Technology
Dr. D. Y. Patil Institute of Management