Vishwanath Math
Service Performance Manager @Capgemini
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WORK HISTORY
Service Performance Manager @Capgemini
As a skilled professional in managing and overseeing Service Management as a Service (SMaaS), I am responsible for the development and delivery of all in-scope reporting requirements, including operational metrics, Service Level Agreements (SLAs), contractual reports, and governance-related materials. I prepare and submit requests to clients for any Service Level exceptions required due to factors beyond Capgemini\'s control.\\\\n\\\\nIn addition, I regularly meet with client counterparts to review service level performance and discuss any related Root Cause Analyses (RCAs) and improvement plans. I also calculate any applicable Service Level credits and/or earn backs and coordinate with Capgemini Finance team members to ensure they are applied to the appropriate invoice(s).\\\\n\\\\nCollaboration is essential in this role, as I work closely with the client and Capgemini Service Delivery Managers (SDMs) to negotiate and agree on Service Level requirements for any proposed new services or changes to existing services. I provide detailed analysis of existing data to support changes to Service Level Targets as needed.\\\\n\\\\nFurthermore, I work with account teams and client operations leads to define and implement proper operational metrics (KPIs) to evaluate service delivery quality and performance levels. I produce regular reports on service performance and achievement to senior leadership and work with other IT leads to identify actions required to maintain or improve service levels.\\\\n\\\\nTo ensure that the Delivery team is fully equipped with the knowledge and skills to meet Service Level requirements, I develop and deliver updates and training to Delivery staff regarding service levels and the actions required to meet them. Lastly, I am responsible for managing updates to existing process collateral, including the Policies & Procedures Manual as required, ensuring that all documentation is up-to-date and easily accessible to the team.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
St Anne's Convent High School
High School, Science, Social Science, History, geogrpahy, civics.
Belgaum Institute Of Management Studies
Bachelor Of Computer Applications, Computer Science
SKILLS
ABOUT VISHWANATH MATH
As a diligent professional with over 11+ years of experience in data analytics, data…
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