SATISH KUMAR V S
Business Relationship Manager
Stamford,CT
Summary
Business Relationship Manager with over two decades of expertise in service delivery, program management, and business development. Adept at leading global IT infrastructure projects, driving transformation programs, and managing multi-million dollar deals. Known for fostering client relationships and developing strategies to address complex IT challenges, ensuring long-term organizational success.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
Work History
Business Relationship Manager
Tata Consultancy Services Limited.
04.2020 - Current
- Lead $45M portfolio with 400+ FTEs, ensuring top-tier IT service delivery and client satisfaction
- Drive transformation initiatives, currently leading the DEX platform and conversational AI implementation.
- Foster client relationships and cultivate cross-functional partnerships, aligning IT solutions with business objectives to drive growth and elevate satisfaction
- Spear headed the accelerated Citrix to Windows 365 Migration saving the customer approximately 15M USD
- Develop business strategies and account mining initiatives, identifying new opportunities and white spaces
- Negotiate contracts aligning IT solutions with business goals, Cost optimization and driving growth
- Collaborate with Vendors in building transformation solutions meeting customer needs
- Supporting new log expansion and participating in Solution Defense/RFP presentations
Engagement Manager
Tata Consultancy Services Limited.
04.2018 - 03.2020
- Led P&L for $20M account with 150+ FTE, driving transformation projects and collaborating with cross-functional teams to deliver impactful solutions
- Spearheaded ServiceNow ITSM implementation replacing the BMC Remedy Platform for a large Insurance customer
- Managed multiple ServiceNow implementation and ServiceNow platform support engagements
- Collaborate with cross-functional teams to deliver impactful solutions and achieve measurable results
- Spearheaded efficiency-boosting initiatives, leveraging innovative strategies to streamline processes and achieve measurable improvements
- Implemented IT Tech Bar with automated queuing and Wait time system
- Fostered strong partnerships across departments, aligning diverse teams to execute complex projects and drive substantial business growth
- Analyzed key performance indicators to identify areas for improvement, implementing data-driven strategies to enhance service delivery
Service Delivery Manager
Tata Consultancy Service Ltd.
04.2015 - 03.2018
- Directed offshore service delivery, optimizing server, networking, and mainframe operations
- Led automation projects, enhancing operational workflows and productivity
- Managed resource allocation, aligning program plans with project objectives for maximum ROI
- Implemented robust service level governance protocols, resulting in significant efficiency gains and improved client satisfaction metrics
- Optimized resource allocation strategies, aligning program plans with overarching project objectives to maximize return on investment
- Conducted in-depth analysis of service delivery processes, identifying areas for improvement and implementing strategic enhancements
IT Service Operations Manager
Tata Consultancy Services Limited.
03.2012 - 04.2015
- Led and manage the IT Service Operations for a large Insurance customer
- Managed end to end Infrastructure and IT Service Management teams
- Partnered with third-party dispatch teams and built a Hub and SPOKE Dispatch Support model
- Enhanced service reliability and response times by refining support models with third-party partners
- Transformed Service Desk Operation and implemented the Service Catalog and Chat features
- Leveraged data-driven insights to enhance incident and problem management processes, leading to marked increase in overall service performance and uptime
Technical Specialist - Information Security Administrator
Tata Consultancy Services Limited.
07.2010 - 02.2012
- Directed identity and access management, fortifying security across applications, reducing vulnerabilities by 30%
- Streamlined LDAP and Active Directory integration, enhancing system efficiency and user experience
- Conducted comprehensive security audits, identifying and addressing critical vulnerabilities
- Led security optimization projects, improving network integrity and achieving measurable results
- Fostered cross-functional partnerships to align security practices with business objectives
Subject Matter Expert - Process Consultant
Tata Consultancy Services Limited.
09.2006 - 07.2010
- Optimized service desk operations boosting team efficiency and performance.
- Delivered process training, reducing incident resolution time by 14%.
- Developed a comprehensive knowledge base, enhancing information access
- Facilitated smooth onboarding with structured process induction training.
- Led Lean Six Sigma projects driving measurable improvements in customer satisfaction and operational efficiency across service desk functions
- Designed and executed comprehensive process induction training, ensuring smooth onboarding and rapid integration of new team members
Information Security Analyst / Crisis Management Lead
Tata Consultancy Services Limited.
08.2007 - 09.2008
- Facilitated clear client communication, enhancing project transparency and trust
- Optimized onboarding and offboarding processes
- Led internal audits, identifying and mitigating potential risks
- Initiated security awareness programs reducing incidents by nearly 20%
- Led incident response team, drastically reducing average resolution time and minimizing potential data breaches through
swift,coordinated action. - Spearheaded risk assessments,implementing robust strategies to fortify security infrastructure and mitigate potential
vulnerabilities
Senior Technical Support Officer
HCL Technologies
10.2004 - 09.2006
- Handled escalated tech issues,enhancing team efficiency and customer satisfaction
- Streamlined tech support processes,significantly reducing resolution times
- Ensured prompt issue resolution by coordinating with relevant teams
- Assisted business and residential customers with internet services
- Analyzed recurring tech issues,developed targeted solutions
- improving user experience and implemented preventive measures to minimize future escalations
- elevating team expertise and improving first-call resolution
rates
Education
Bachelor of Engineering - Electrical and Electronics
University of Madras
09.2000 - 04.2004
Skills
Business Development
Program Management
Service Delivery Management
ServiceNow
IT Service management
Infrastructure and Cloud Services
End-User Computing
Client Relationship
Financial Management
Certification
ITIL Foundation Certification for ITSM V3
Awards
- Contextual Master - 2020
- Best Project Team - 2019
- TCS Soldier Award - 2015
- Won Second place for white paper presentation - 2011
Timeline
Business Relationship Manager
Tata Consultancy Services Limited.
04.2020 - Current
Engagement Manager
Tata Consultancy Services Limited.
04.2018 - 03.2020
Service Delivery Manager
Tata Consultancy Service Ltd.
04.2015 - 03.2018
IT Service Operations Manager
Tata Consultancy Services Limited.
03.2012 - 04.2015
Technical Specialist - Information Security Administrator
Tata Consultancy Services Limited.
07.2010 - 02.2012
Information Security Analyst / Crisis Management Lead
Tata Consultancy Services Limited.
08.2007 - 09.2008
Subject Matter Expert - Process Consultant
Tata Consultancy Services Limited.
09.2006 - 07.2010
Senior Technical Support Officer
HCL Technologies
10.2004 - 09.2006
Bachelor of Engineering - Electrical and Electronics
University of Madras
09.2000 - 04.2004
ITIL Foundation Certification for ITSM V3
Six Sigma Green belt
Certified IQMS process Auditor (TCS internal)
Prince2 Foundation certification
TRANSCEND Leadership program - Delivery Stream (TCS Internal)
Growth and Transformational Leadership Program (The Ohio State University)
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Rahul Singha RoyRahul Singha Roy
Systems Engineer at Tata Consultancy Services LimitedSystems Engineer at Tata Consultancy Services Limited
Akash PrajapatiAkash Prajapati
Financial Analyst (Last Working Day - 30-12-2024) at Tata Consultancy Services LimitedFinancial Analyst (Last Working Day - 30-12-2024) at Tata Consultancy Services Limited