Pramod Kumar
Service Delivery Manager at QualityKiosk Technologies pvt ltd | ex. Atos, WIPRO , CMS |
- Role
- Service Delivery Manager at QualityKiosk Technologies
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Pramod Kumar
Results-driven Senior IT Service Delivery Manager with 16+ years of experience in…
Experience
Service Delivery Manager
Feb 2024 — Present · Mumbai, IN
Client: HDFC BANK LTD Feb 2024 – Present Mumbai, Maharashtra• Drive on time, accurate & quality service delivery within agreed upon SLAs for assigned processes.• Manage client relationships & escalation.• Managed a team of 26 IT support analysts including incident manager, problem manager, change manager & monitoring team & L2 support team.• Lead as a point of escalation for day-to-day incident issues.• Tracking missed SLA and take corrective action.• Responsible for tracking and monitoring the performance of services, identifying areas for improvement, and implementing changes as needed.• Responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget using Lean & juniorization.• Leads initiatives to implement best practices and drive continuous improvement across service delivery processes.• Monitor service performance and KPI to ensure targets are met and take corrective action as needed.• Identifying potential risk that could impact service delivery and develop strategies to mitigate and manage risk effectively.
Education
U.P Board
12th
1999 — 2000
University of Allahabad
B.Sc
2001 — 2004
Bundelkhand University, Jhansi
Master of Computer Applications - MCA
2004 — 2007
U.P Board
10th
1997 — 1998
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