Summary
Work History
Education
Skills
Certification
BusinessAnalyst
Vineetha Muraleedharan

Vineetha Muraleedharan

Service Delivery Manager
CT,CT

Summary

Versatile Service Delivery Manager with over 8+ years of experience in the IT industry. Skilled in project management, stakeholder management, and team leadership. Successful project management and delivery of services that meet or exceed client expectations within budget and timelines. Well-versed in service level agreements (SLAs) with expertise in service management frameworks such as ITIL. Ability to collaborate with cross-functional teams, manage vendor relationships, and resolve customer complaints contributing to successful delivery and exceptional customer experiences.

Work History

Associate Service Delivery Manager

GalaxE.Solutions, Inc.
09.2021 - Current
  • Manage and oversee service delivery to clients and ensure SLAs and contracts are met
  • Responsible for IT Projects and Operations, SPOC for Client Escalations, ensuring that all escalations were addressed promptly and within specified timelines, as well as ensuring that there was proper follow-up process to ensure satisfactory closure of all issues.
  • Oversee a range of services including New Customer Acquisition, Client On-boarding, Resource Planning & Utilization, Budgeting and Forecasting, Complaints Management, Data Analysis, Performance Management, Quality Control, Strategic Initiatives, Automation, and Customer Satisfaction.
  • Ensuring that all aspects of services are running smoothly and efficiently, implementing strategies to improve performance and customer satisfaction, and analyzing data to make informed decisions.
  • Conduct periodic data analysis and provide insights to Top Management and Clients for product level enhancements.
  • Maintain continuous engagement with stakeholders regarding price modifications.
  • Identify client needs, recognize improvement areas, and implement strategies to increase customer satisfaction levels.
  • Supervise incidents and complaints management process, ensuring timely completion of root cause analysis, corrective, and preventive actions.
  • Create, implement, and execute performance improvement plans for individuals to drive continuous improvement and boost employee retention.
  • Collaborate with sales and account management teams to identify new business opportunities and develop service proposals.
  • Manage vendor relationships, negotiate contracts, and ensure adherence to vendor agreements.
  • Develop and oversee service delivery budgets, forecasts, and reports to meet financial objectives.
  • Resource planning, utilization, budgeting, and Incident Management under your responsibility
  • Accountable for team performance, retention, KPI, Incident Management, and MIS reports.
  • Demonstrated ability to effectively coach and mentor teams in timely manner.
  • Proficient in submitting reports to top management on time and adhering to agreed-upon service level agreements (SLAs), with focus on maximizing customer experience while optimizing costs.

Team Leader – Corporate Quality

Allsec Technologies Ltd
05.2009 - 04.2013
  • Leading and managing the Corporate Quality team to ensure quality objectives are met or exceeded.
  • Developing and maintaining a quality management system (QMS) that complies with applicable standards and regulations, such as ISO 9001.
  • Conducting regular internal audits to ensure compliance with the QMS, identifying areas for improvement, and driving corrective actions.
  • Developing and implementing quality control plans and procedures to ensure that products or services meet or exceed customer expectations.
  • Collaborating with other departments and teams to ensure quality requirements are met throughout the product or service lifecycle.
  • Monitoring and analyzing quality performance data, identifying trends, and driving continuous improvement initiatives.
  • Ensuring that customer complaints are investigated, resolved, and corrective actions are taken to prevent recurrence.
  • Conducting supplier quality assessments, evaluating supplier performance, and driving supplier improvement initiatives.
  • Providing training and coaching to team members on quality management principles, tools, and techniques.
  • Participating in cross-functional teams to drive product or process improvements and resolve quality issues.
  • Keeping up-to-date with regulatory requirements and industry trends to ensure that the QMS remains effective and compliant.
  • Managing and coordinating incident management activities to minimize service disruptions and ensure quick resolution of incidents.
  • Developing and implementing incident management policies, procedures, and protocols to ensure effective and efficient handling of incidents.
  • Conducting post-incident reviews and root cause analysis to identify areas for improvement and prevent recurrence of incidents.
  • Coordinating with cross-functional teams to resolve incidents and restore services as quickly as possible.
  • Monitoring and reporting on incident trends to identify recurring incidents and proactively address potential issues.
  • Ensuring that incident management processes are aligned with ITIL best practices and are compliant with regulatory requirements.

Quality Analyst

Optimus Global Services, A Polaris Company
02.2008 - 02.2009
  • As Quality Analyst in CQM, primary responsibilities included monitoring and analyzing quality of customer interactions, identifying trends and providing feedback to improve customer experience, developing training programs to enhance performance of customer service representatives, and collaborating with other teams to improve customer experience. Through this role, gained valuable experience in improving quality of customer interactions, contributing to overall success of organization, and enhancing skills of customer service representatives.

Transaction Monitoring Officer

Allsec Technology Limited
02.2007 - 02.2008
  • As Transaction Monitoring Officer with Dell, monitored customer calls, analyzed data, provided feedback to Technical Support representatives, developing training programs, and collaborating with other teams to improve call quality.

Education

Master of Science - Biotechnology

Mahatma Gandhi University
Kottayam, Kerala
09.2006

Skills

  • Service Delivery
  • Project Management
  • Incident/Change Management
  • Client Team Management
  • Quality Management
  • SOP & SLA Management
  • Data-Analysis
  • Budgeting & Optimization
  • Vendor Management
  • Scrum certified
  • Lean six sigma
  • QMS & ISMS

Certification

Professional Scrum Master Certified (PSM 1)

Scrum Fundamentals Certified

QMS and ISMS Certified Internal Auditor

Six Sigma Yellow Belt Certified

Six Sigma Green Belt Trained

Experience in planning & deploying Quality Management System - QMS (ISO 9001:2008) & Information.

Security Management System – ISMS (ISO 27001:2013) standards requirements

Good Working Knowledge of MS Office Suite, Share Point

Experience in coordinating & implementing QMS & ISMS requirements across multiple locations.

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Vineetha MuraleedharanService Delivery Manager