Shouhan Dharam Singh
IT Operations & Project Governance | 9+ yrs in SLA Management, RCA, Client Engagement | Driving Process Excellence & Team Leadership
- Role
- Project Manager at Wipro
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Shouhan Dharam Singh
Project & Service Delivery Manager with 9+ years of experience managing 24×7 global…
Experience
Project Manager
Aug 2022 — Present · Hyderabad, IN
Project Manager – Technical Operations & Client EngagementActed as the single point of contact (SPOC) for the technical delivery tower, representing operations in front of client leadership and ensuring alignment with business goals.Served as a crisis manager, ensuring timely issue resolution and maintaining transparent, high-impact communication during service disruptions or escalations.Oversaw daily operations, including work allocation, resource planning, and task prioritization to meet project milestones and service-level agreements (SLAs).Conducted weekly and monthly performance reviews with internal teams and delivered status updates to senior management and stakeholders.Participated in strategic business meetings with stakeholders to align on expectations, report on KPIs, and identify areas for improvement.Led corrective action planning based on customer satisfaction survey feedback to improve overall service quality and client experience.Drove service improvement initiatives, ensuring adherence to defined quality and security standards, while conducting trend analysis to proactively address recurring issues.Identified and analyzed top recurring incidents, collaborating with responsible teams to implement long-term fixes and reduce incident volume.
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