Gagan Sabharwal
Global Delivery Manager, PMP, Prince 2
- Role
- Global Service Delivery Manager at BT Group
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Gagan Sabharwal
Balanced IT professional with 18 years of Experience in IT Industry. My understanding…
Experience
Global Service Delivery Manager
Oct 2016 — Present · Gurgaon, IN
Scope Management - Resolution of 99%+ support requests within defined SLAs • Customer Management - Maintaining 9/10 customer satisfaction index with all the stakeholders. • Team Management - Effective Team management to keep the team focused and motivated.• Manage around Fourty employees on a daily basis. Develop work schedules and process their payrolls.• Acts as a point of escalation and collaborates with other functions to drive resolution of operational issues, in support of the customer/partner requirements. • Interviewing, hiring, training, coaching, motivating, discipline, performance appraisal, conflict resolution, and the administration of company policies and initiatives.• Recruiting quality future employees. Lead the recruiting of the team with the coordination and managing of interviews.• Managing and monitoring the delivery of IT infrastructure services to the client and ensuring Service Level Agreements (SLAs) are met.• Prepares and runs operational performance reviews with the customer/partner and drives improvement plans.• Manage weekly reviews with the teams and understand the challenges• Explore opportunities to optimize and ensure we are in line with business requirements
Education
Symbiosis Institute of Management Studies
PGDBA, Operations
2011 — 2013
Dr. Bhimrav University
Bachelor of Commerce (B.Com.), Commerce
IGNOU University
Master of Computer Applications; MCA, Information Technology
2002 — 2006
Skills
- IT Service Management
- Powerpoint
- Microsoft Excel
- English
- Cisco Lan
- Management
- Itil
- Service Delivery
- Customer Service
- Technical Support
- Data Center
- Cisco Wan
- Networking
- Microsoft Word
- Team Management
- Microsoft Office
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