Sourjadip Sikdar
Manager - Ces Service Performance @Deloitte
Signup · Get unlimited contacts
WORK HISTORY
Manager - Ces Service Performance @Deloitte
Hyderabad, IN
Produce and maintain a CES service performance function roadmap that charts the improvements sought in CES service portfolio provisioning across a multi-year horizon, incorporating regular reviews with all IT teams to understand their product and service roadmaps and how these support business outcomes and capabilities.•Proactively monitoring and managing CES service demand across channels including Onsite, Onsite bookable, virtual bookable, Webforms, 2LS, mobility, audio-visual, hardware asset and software asset management, working with function leads to manage and prioritize resolver queues.•Owning and co-ordinating the resolution of CES service escalations including direct engagement and communications with business relationship managers and / or end users at all levels of seniority.•Develop and maintain a CES service performance framework including standards, governance model, compliance measures and support documentation for the CES team.•Act as the process owner for service performance delivery within CES, undertaking regular reviews and meetings with the CES service owners to ensure that they meet agreed KPI’s and SLA’s that underpin overall performance.•Manage and lead direct line reports to achieve the overarching objectives of the service performance function. •Work with stakeholders in IT and the business to ensure that the services performance standards continue to meet necessary requirements and review any recent issues to look for areas of improvement.•Producing and maintaining service escalation related KPI reporting across agreed reporting periods and in response to ad hoc requests.•Ensure reporting is aligned to CBS service portfolio standards and is used by other IT teams to drive service performance to support core IT KPI’s and Metrics.•Work with the other CES functional managers and Service Management leadership to help shape the direction of the CES, both locally and within the wider NSE team.
EDUCATION
Acharya
Bachelor of Engineering - BE, Computer Science
ABOUT SOURJADIP SIKDAR
Experienced Infrastructure Manager | Expert in Support, Leadership & Strategic Initiatives With over 15 years of dedicated experience in the field of infrastructure management, I specialize in delivering robust support solutions, driving impactful strategic initiatives, and optimizing performance through meticulous load and resource analysis. Leadership Excellence: Throughout my career, I\'ve honed my leadership skills, effectively guiding teams to achieve operational excellence and exceed performance targets. I thrive in dynamic environments, fostering a culture of collaboration and innovation to drive sustainable growth. Strategic Vision: I am passionate about crafting and executing strategic initiatives that align with organizational goals and drive long-term success. Leveraging a blend of industry insights and technical expertise, I consistently deliver innovative solutions that optimize infrastructure performance and enhance overall efficiency. Performance Optimization: Adept at conducting comprehensive load and resource analysis, I excel in identifying and addressing performance bottlenecks to ensure seamless operations. My proactive approach to optimization has resulted in significant cost savings and enhanced user experiences.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.