Shruti_Wipro_Service Delivery Manager UK

SHRUTI SRIVASTAVAEMAIL: [email protected]

MOBILE: +44 (0) 7976490727

Professional Profile Shruti Srivastava has worked in leadership positions in global service delivery companies (Wipro, IBM, and Infosys). Handled Global Operations and Service Delivery across applications and technologies. Built effective processes in a multi-vendor environment by collaborating with internal and business stakeholders. Adept in working closely with Business Heads, understanding business priorities and managing complex projects /issues in a rapidly changing, often ambiguous environment. Managed Customer Relationships by driving service improvements and bridging the gap between business objectives and IT services. Worked across industries i.e. Telecom, Manufacturing, Healthcare, Media, Energy &Utilities handling both SAP & Non SAP application management and delivery.

Visas held:Valid United Kingdom WP till Jan 2020Valid B1 Visa for multiple visits to USA

Wipro Projects 1. Current Role: Project Manager Projects: Yell C4C, MDG, Integration, Basis, Program Mgt (Scrum Agile) Location: Reading, UK

Duration: Dec’15 till dateResponsibility included:

Act as the first point of contact for the customer for planning, strategizing, controlling and streamlining the business propositions

Accountable for the business solutions being proposed and acceptance of the same Responsible for resource forecasting, end to end business reporting, escalation management Responsible for monitoring/driving successful closures of the deliverables and milestones Responsible for Team & Client management for smooth delivery Act as a single point of contact for all business complexities and disagreements Responsible for highlighting the risk areas and proposing mitigation plans Responsible to measuring, maintaining, reporting the health of the program Responsible for leading the Weekly/Monthly Service Review meetings and presenting the program health

to the business stakeholders Act as a Scrum Master for driving and gearing the project delivery with all the necessary stakeholders Team Management Engage in future business development discussions and planning

2. Role: Service Delivery Manager Projects: Thames Water ITIL based AMS Location: Reading, UK

Duration: Dec’14 to Dec’15Responsibility included:

Managing the end to end service delivery in a multi-vendor environment with rigorous SLA in a 24/7 operations

Responsible for introducing and implementing continuous service improvement processes aligned to business goals.

Liaising between the customer IT teams and the internal stakeholders and respective delivery teams to provide faster solutions and quick turnarounds

Responsible for direct client interaction, escalation management, resource forecasting, end to end business reporting, streamlining of other business processes & activities

Act as a single point of escalation for all business complexities and disagreements Responsible for highlighting the risk areas and proposing mitigation plans Responsible to measuring and maintaining the health of the services Responsible for leading the Weekly/Monthly Service Review meetings and presenting the service portfolio

health to the business stakeholders Responsible for driving successful closures of the deliverables and milestones Responsible for the planning, strategizing the workshops and business propositions Accountable for the business solutions being proposed and acceptance of the same Responsible for managing project budget with business process owner

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MOBILE: +44 (0) 7976490727

Responsible for Transition Planning of projects to Support Teams – Draw up SLAs/Define Support Processes/ON CALL Support

Achievements in the project: Over £1.5 million worth of business generated in the year 2015 Introduced key process improvements leading to cost saving & better service delivery (SML process

streamlining and Asset management & access tagging automation) Identified a unique business opportunity for implementation, which was highly appreciated both by the

customer and Wipro (sewage video)

3. Role: SAP Project Manager Projects: T-Mobile SAP Implementation CRM, BI, Security (Agile) Location: Bangalore, India

Duration: Dec’13 to Jul’14 (on ML post that)

Responsibility included: Project Management- Single/Multiple projects – Development/Maintenance/Production Support Responsible for driving successful closures of the deliverables and milestones Responsible for the planning, strategizing the workshops and business propositions Accountable for the business solutions being proposed and acceptance of the same Act as a link between the customer IT teams and the internal stakeholders for delivery of faster solutions

and quick turnarounds Responsible for managing project budget with business process owner Act as a single point of escalation for all business complexities and disagreements Responsible to measuring and maintaining the health of the project Responsible for introducing and implementing new processes as required for the project success Responsible for setting up reviews and ensuring the quality of deliverables Responsible for Resource Optimization & Allocation Responsible for Team & Client management for smooth delivery Responsible for highlighting the risk areas and proposing mitigation plans Responsible for Transitioning the project to Support Teams – Draw up SLAs/Define Support Processes/ON

CALL Support

4. Role: Service Delivery Manager (SAP) Projects: GfKSAP Implementation FICO, S&D, HR and Basis Location: Bangalore, India

Duration: Jul’13 to Dec’13Responsibility included:

Responsible for timely delivery of the milestones defined for the implementation project Responsible for people management and team management for smooth delivery Responsible for driving successful closures and measure the health of the project Responsible for introducing and implementing new processes as required for the project success Act as a link between Onsite and Offshore to ensure smooth task delivery and help the team to understand

the bigger picture Responsible for highlighting the risk areas and the proposed mitigation plans to the customer to maintain

transparency in transactions As the Cutover Manager responsible for extracting the information from the customer and ensure the data

migration happens with no delays Responsible for motivating and maintaining the zeal amongst the team members to meet stringent targets

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MOBILE: +44 (0) 7976490727

5. Role: Service Delivery Manager (SAP)ITIL based AMS for SAP FICO, S&D, SCM, ABAP Projects: Philips

Location: Bangalore, India Duration: Mar’13 to Jul’13

Responsibility included: Managing the end to end service delivery in a multi-vendor environment with rigorous SLA in a 24/7 work

environment Responsible for resource forecasting, budget planning, direct client interaction, escalation management, end

to end business reporting, streamlining of other business processes and activities Responsible for leading the Weekly/Monthly Service calls and presenting the Project Health to the client Pre-sales activities includes; concept designing, presentations, proposal writing etc. and conducting

trainings, workshops/presentations and value addition precept Ability to work well with teams and being a good individual contributor as well as team player Specialties: IT Business Management with specialization in global SAP HCM Implementation,

Enhancement & Support, Project & Program management, Implementation Methodologies, Testing & Training, Business Process Improvement & Solution Design, Change Management, Client Management, Strategy, Risk Analysis, Team mentoring, ITSM /ITIL processes, Onsite-Offshore Transition Management, Worked on RFPs & presentation, Effort estimation

Achievements in the project: Chaired and successfully conducted multi-vendor meetings for the process stream lining and better process

alignment for faster resolution of issues Been successful in controlling and sustaining the project KPIs and reducing the ageing count Participated and represented Wipro Management for OCC discussions

6. Role: SAP HCM Global Lead Location: Finland/GermanyProjects: Nokia Siemens Network Duration: Oct’11 to Mar’13

Responsibility included: As a Global Lead based out of Espoo, Finland responsible for seamless business integration, identifying

new system functionalities for further system enhancements, cost management and maintenance of high quality of the global IT services and solutions

Responsible for both strategic planning and efficient operational management Responsible for planning and execution of development projects Responsible for managing project budget with business process owner Responsible for ensuring that services operate within agreed SLA levels Responsible for planning, strategizing and handling the system checkouts, mini & major releases and

handle responsibly planned and unplanned system outages Responsible for analysis, design, development, testing and implementation of customized ERP solutions for

new implementations, upgrades and enhancements of other Modules of SAP practice including PA/OM, ESS/MSS, Time Management, Compensation Management and Interfaces

Worked from client location for direct interaction with the business process owners to be able to better understand the business requirements and thus be a part of the solution design and delivery related discussions and strategy

Core team member providing enhancement, post implementation support and maintenance services to the client

Responsible for manpower planning & resource allocation based on business requirement Worked in partnership with the other internal and external service providers to provide a functional

overview and assist in developing programs as per client requirements Act as a single point of escalation for all business complexities and disagreements

Achievements in the project: Successfully rolled out phase I of the ESS/MSS roll out Successfully partnered with external vendors for chalking out the strategy for Time Management roll out

scheduled for Oct’12

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Successfully controlled the project cost to the organization by ensuring timely delivery of big and critical projects and controlling the billing activities

Lead trainer for the new joiners on client specific tools & processes Recognized as an SME for the existing team

Previous Employer (IBM)

Role: Senior Consultant – SAP HCMProjects: The Walt Disney Company/ IFF (International Flavors and Fragrances)/ Nokia CorporationDuration: Aug’08 to Oct’11 Location: Bangalore/ USA

Responsibility included: As a Senior Consultant responsible for seamless business integration, identifying new system

functionalities for further system enhancements, cost management and maintenance of high quality of the global IT services and solutions

Responsible for interacting directly with the clients to be able to better understand the business requirements and thus be a part of the solution design related discussions

Responsible for analysis, design, development, testing and implementation of customized ERP solutions for new implementations, upgrades and enhancements of other Modules of SAP practice including PA/OM, ESS/MSS, Time Management, Compensation Management and Interfaces

Assist in creation of the Functional Specifications and Unit Test Plans for the enhancements being performed

Core team member providing enhancement, post implementation support and maintenance services to the end client

Responsible for planning, strategizing and handling the system checkouts, mini & major releases and handle responsibly planned and unplanned system outages

Responsible for planning and execution of development projects Responsible for managing project budget with business process owner Responsible for ensuring that services operate within agreed SLA levels Worked in partnership with the ABAP team to provide a functional overview and assist in developing

programs as per client requirements Lead trainer for IBM proprietary tools/applications including IBM Smarter ADM (Application

Development and Maintenance) and RTC (Rational Team Concert) Also work on IBM Rational Portfolio Manager, Desk to Desktop: Saba Centra, IBM Lotus Domino; Client

specific tools like Service Centre, Transport Management System, Quality Centre

Achievements on the job: Successfully rolled out ESS/MSS functionality to the end users Successfully partnered with external vendors for chalking out the strategy for Time Management roll out

scheduled for Oct’12 Ensured a smooth & successful transition for SAP application services Successfully controlled the project cost to the organization by ensuring timely delivery of big and critical

projects and controlling the billing activities Lead trainer for the new joiners on client specific tools & processes Handled the project single handedly as the only IBM resource deployed at IFF The initial business travel of 2 weeks was converted to a 2.5 months project assignment for IBM based on

client confidence in the consulting provided by IBM

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Previous Employer (Infosys)

Role: Business Partner HR Duration: Mar’06 to Aug’08 Location: Bangalore, India

Experience of Employee Engagement, Employee Relations, Attrition Management, Employee Communication, Policy Implementation and Query Management, Experienced in Developing and Implementing Employee Orientation Programs

Responsibility included: She has been a part of the SAP Implementation team representing the business and providing the business

requirement for the business mapping exercise Understanding business scenario and assisting BU Head and Management in effective manpower planning,

management and cost to enhance productivity, employee engagement and competency Responsible for day-to-day HR administration and operational activities for the BU, proper implementation

of policies and processes and clarification of employee queries on policies, processes and other HR related areas

Provide the necessary inputs on the requirement of particular HR interventions for the BU to the HRD Team, get involved in the design phase to accommodate any customization if needed, implements the interventions and periodically monitors their effectiveness

Responsible for implementation of the Performance Improvement Program for low performers Responsible for the handling the Disciplinary cases & talking corrective action Partnering with the BU in carrying out the promotions and progressions within the BU Responsible for designing the Reward & Recognition plan for the respective BU & inducing the Spirit of

R&R

Achievements on the job Awarded as the Best Business HR (CEO Award)- Mar’07 for having a go getter attitude towards the role &

maintaining 0% attrition in one of the critical accounts for five consecutive months & performing extraordinarily in cross functional projects (Campus Recruitment Drive & Launch of the Referral Program)

Awarded with the HR Head Appreciation Award- Oct’07 for achieving Highest ESAT amongst all SBUs Awarded with the HR Head Appreciation Award-Jan’08 for successfully handling the pre-events &

promotion campaign for the Annul HR Meet Successfully accomplished a project on skill mapping in a key account leading to huge savings in cost,

right skill fitment of manpower as well as helped in reducing attrition Looking after attrition management of 600 employees in the BU working with leading clients in the high

tech & discreet manufacturing industry and human resource operations. Reduced the attrition of some of the key accounts from 80% to 0% through a number of organization

development initiatives. Achieved the highest level of employee satisfaction in my BU among all the other BUs of the organization Successfully completed Punjab Belt Campus Hiring Drive as a part of the cross functional training

Education and Background Std./Degree Year Of Passing Name Of Institution

MBA-HR 2006 ICFAI Business SchoolB.Com 2002 Delhi University12th 1999 Loreto Convent10th 1997 St. Agnes’ Loreto Day School

Other Relevant InformationPassport No: GO244577, valid till 25-10-2016, issued at Bangalore, Karnataka, IndiaLanguages known: English, Hindi and learning GermanMarital Status: MarriedSpouse Name: Navin DharmajanSpouse Profession: SuccessFactors Technology Associate Manager at Accenture, United Kingdom

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Shruti_Wipro_Service Delivery Manager UK

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