• IT Business transformation manager, strategist for business growth using technology, lead
complex transformation projects, manage cross-functional resources and service excellence
team to yield high quality delivery.
• Lead IT operations team responsible for global IT Infrastructure services and application
maintenance services for multiple clients under cloud platform with engagement values from
5 million to 150 million.
• Identify business challenges dependent on application limitations and explore the solutions
through Artificial Intelligence (AI), Internet of Things (IoT), Robotic Process Automation (RPA)
and application automation for business acceleration.
• Lead Accounts, Contracts and Service delivery management through Master Service
Agreement (MSA), Statement of Work (SoW), Under pinning contracts and Operation Level
agreements (OLA).
• Lead large transformations like migrating cloud infrastructure, application migrations/
upgrades and transition support management to India Global Deliver Center.
• Explore SLA upsell opportunities, identify areas of revenue leakage and take necessary
action to improve contribution margin and Profit-Loss (P&L) management.
• Define, Develop and manage services catalogue, ITSM policies, process and guidelines
through ITIL Framework.
• Implemented Incident management, Problem management, Change management life
cycle and workflows for service management.
• Set process guidelines for compliance and risk management as per ISO and SOX standards.

Roles and Responsibilities:
Program manager:
• Organizing programs and activities in accordance with the targets and goals of the organization.
• Developing new programs to support the strategic direction of the organization.
• Developing operating plan for the program.
• Developing an evaluation method to assess program strengths and identify areas for
improvement.
• Writing program funding proposals to guarantee uninterrupted delivery of services.
• Managing a team with a diverse array of talents and responsibilities.
• Ensuring goals are met in areas including customer satisfaction, safety, quality and team
member performance.
• Implementing and managing changes and interventions to ensure project goals are
achieved.
• Cadences with stakeholders to make communication easy and transparent regarding
project issues and decisions on services.
• Producing accurate and timely reporting of program status throughout its life cycle.
• Analysing project risks.
• Working on strategy with the marketing team.
Service delivery manager:
• Monitor operation of service.
• Assess process execution and framework.
• Audit management and evaluate results.
• Enact SLA, prepare SLA capabilities and negotiate SLA.
• Perform IT feasibility analysis.
• Review service results with partner and suppliers.
• Agree on service review results.
• Evaluate performance against SLA.
• Critical and Major incident management.
• Identify service issues and investigate problem issues.
• Analyse service improvement feasibility.
• Negotiate and finalize service improvement plan.
• Change request fulfilment.
Team manager:
• Managing team with project budget.
• Planning and setting goals for the team.
• Conducting performance evaluations of team.
• Supporting team with training and development activities.
• Monitoring team performance to ensure objectives are met.
• Match workload to demand and adjust workload assignments.
• Record work request completion.
• Identify candidate service improvement elements.
• Schedule training as per the role and skillset of resource.
Finance manager:
• Developing budget and the IT spent for fixed asset, AMC's and standard delivered services.
• Forecast the project budget based on organisation roadmap, agreed technology refresh
and transformations.
• Identify the areas of overspent and fine tune infrastructure for optimal cost utilization.

Achievements:
• 60% reduction in repetitive incident by deploying KBDM and effective Problem management
and setting MTTR for SLA measurement.
• Reduction in back log of Incident/ Problem tickets to 0 by governance, team huddles and cadencies.
•   80% reduction in the percentage of failed, unauthorised changes and increased the change
success rate by preparing Configuration Item, CMDB, documenting system dependencies
and process improvement.
•   Improved in the average time to implement changes based on priority, urgency, and type of change.
•   Improved CSAT from 70% to 95% by setting up action team to address issue based on
priorities and committed SLA's.
•   Automated financial transactions through ERP and Banking system which eliminated that
manual work reduced the vendor payment process by 2 days.
•   Increased customer lead generation by 10% and reduced query response time through
implementing unified omni channel communication, predictive analytics and artificial
intelligence through BOT.
•   Reduced monthly billing of AWS by 10% through effective capacity management and resource fine tuning.

Manager - IT Service delivery

Find out detailed information about RATHEESH B CHANDRAN,  in Bengaluru

RATHEESH B CHANDRAN: in Bengaluru

RATHEESH B CHANDRAN

Brigade Enterprises Ltd

Bangalore University

Karnataka State Open University