Sreya Mukherjee
Denver,CO
Summary
Dynamic Service Delivery Manager with over 9 years of experience in IT service management and project planning. Known for driving process improvements and managing cross-functional teams to consistently achieve high customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Tata Consultancy Services
Loveland, CO
08.2016 - Current
- Led service delivery operations, ensuring alignment with client expectations and contractual obligations.
- Managed cross-functional teams to enhance service quality and operational efficiency.
- Developed and implemented process improvements, driving customer satisfaction metrics.
- Oversaw incident management processes, reducing resolution times and improving service reliability.
- Designed and implemented a flexible application for Accounts Payable module by analyzing various Business procedures and Optimizing Source to Pay module.
- Streamlined Integration of Customer ERPs and S2P Application.
- Negotiated, influenced and set budgets in complex environments to communicate business value propositions.
- Analyzed third party and internal processes to create strategies for service delivery optimization.
- Proficient in working with Optical Character recognition tools like Kofax and Inffrd.
- Effectively executed end to end SDLC for various client demands.
- Encouraged and facilitated continuous improvement of delivery teams through research,audits, and consistent monitoring.
- Established performance benchmarks, monitoring key performance indicators for continuous enhancement.
- Provided mentorship and training to junior team members, fostering a culture of knowledge sharing.
- Facilitated regular client reviews, strengthening relationships through proactive communication and feedback integration.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
Education
Bachelor of Technology - Computer Science
University of Engineering And Management
India05-2016
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Customer engagement
- Client relationship management
- Project planning
- Highly skilled in SQL and Unix Shell Scripting
- Accounts Payable and Purchasing Modules
- Basics of SAP and PSFT
- Incident Tracking Tools - Service Now
- IT Service Management
- Agile Methodology
Accomplishments
- Achieved Innovista Top Seed Award for publishing new innovations in current organization.
- Recognized with a Special Achievement Award for a new process enhancement done across Business Unit.
- Nominated as an Internal Auditor for Unit Auditor Pool panel.
- Nominated as a Jury for TCS Innovista competition held in the last financial year.
- Recognized as a key speaker in Smart Connect Webinars across European business stakeholders.
- Published multiple case studies for US based projects in the organization.
Certification
- Summer Training Nodal Program for Hewlett Packard in Core Java.
- Workforce Development Program in Oracle.
Timeline
Service Delivery Manager
Tata Consultancy Services
08.2016 - Current
Bachelor of Technology - Computer Science
University of Engineering And Management