Abhijit Dandavate

Vice President Delivery @Barclays

As Service Delivery Manager Investment Banking Technology • Stakeholder Management – Operational oversight of vendor service delivery dealing with escalations and operation service impacting issues. Providing direct leadership to Support team size ~260 staff • Customer Obsession –Operation -Technology Synergy for better customer experience • Stability - Drive for “0 “ Escalations, “0” Unauthorized changes, “0” Failed Changes • Align vendor service delivery capability to Bank’s standard and quality expectations via conformance to SLA & KPI for L1, L2 support in Controlled Environment • Vendor governance-Maintenance of yearly IT Service Budget of 36M pounds with service credit & earn back model for SLA • Resilience planning and implementation, Mock drill and review/invoke Resilience plans as per need • Independent SLA validation for Vendor reported SLA\'s • Knowledge Management – Knowledge Articles review, re certification, enrichment. • Accountable for Agile Development of Tools and Automation for Global RTB with globally located teams • Established strategic partner platform via Global RFP Selection Process for 24x7 L1 and L2 Support Processes • Developed strategy for execution of multi phase Strategic Outsourcing Solution for over 700 RTB roles in-scope Highlights: • Accredited for establishing & assimilating Domain Aligned Teams under new horizontal services division • Significantly identified and optimized the front-to-back batch flows for 23% increased SLA compliance • Holds the merit of ensuring operational efficiency & leveraging the vendor model for cost savings • Demonstrated excellence in remediating the inherited audit points & Zero new or repeat audit observations