RABIUL AHMED

I presently hold the position of Service Delivery Manager at Stefanini, where I have been actively involved in managing operations in North America and the APAC region since May 2022. In my capacity as a Service Delivery Manager, I function as the Single Point of Contact (SPOC) for our esteemed clients and assume a crucial role in overseeing the day-to-day delivery of IT projects encompassing end user services, data center services, and security services. My responsibilities extend well beyond mere project oversight. I am entrusted with providing strong leadership, setting a clear direction, and offering guidance to my team. I place a strong emphasis on the implementation, monitoring, and rigorous adherence to industry best practices. Moreover, I am deeply committed to driving the implementation of process improvements and ensuring efficient management of the Scope of Work and Change of Scopes, all with the overarching goal of ensuring project success. The scope of my role also encompasses supporting new business launches and expansions with clients, actively participating in the invoicing process to ensure financial transparency and, subsequently, client satisfaction. Additionally, I play a pivotal role in setting up and refining processes and standards, which have a significant impact on improving service delivery. My professional approach is characterized by self-motivation and an inherent ability to collaborate effectively across diverse divisions and organizational levels. Furthermore, I excel in both verbal and written communication, allowing me to convey complex technical and business issues with precision and clarity. With a robust analytical capability, I possess the proficiency to identify and address essential issues within complex technical and business problems. I am enthusiastic about embracing new and innovative technologies and applications, recognizing the potential benefits they can bring to the IT Services Group. One of my core competencies lies in my leadership skills, which are particularly well-suited for mid to senior management levels. I take pride in my ability to establish strong internal and external relationships, which play a crucial role in facilitating the achievement of strategic and operational objectives. My interpersonal skills, relationship management capabilities, and influential negotiation skills contribute significantly to this endeavor. Sponsorship and championing of process improvement projects are some of my key strengths. These projects are designed with the primary goal of enhancing process efficiencies, ensuring that the delivery process continually evolves and becomes more effective. I actively collaborate with support functions to ensure infrastructure support for the team, ultimately contributing to zero downtime. I excel in resource utilization, scheduling, documentation review, and knowledge transfer, all of which play an integral role in driving knowledge management and continuous upskilling within the team. Strategic resource planning based on volume projections and current headcount availability is yet another facet of my role where I demonstrate expertise. I allocate responsibilities efficiently to ensure optimal project execution, thereby driving successful project outcomes. Furthermore, I proactively adopt best practices from other processes and verticals, fostering a culture of value addition and knowledge sharing across teams. On a monthly basis, I diligently prepare financial analyses for each customer to guarantee profitability and financial sustainability. I also dedicate time to crafting Internal Deliverable Briefs (IDBs) for assigned customers, ensuring that they have a clear understanding of project progress. In addition, I meticulously review Management Business Review/Quarterly Business Review (MBR/QBR) decks before scheduled meetings to ensure that the messaging is effective, consistent, and aligned with the client's expectations and objectives. On a weekly basis, I actively engage in reviewing the activities of Enterprise Services customers, ensuring that their needs and requirements are addressed efficiently. I also participate in scheduled calls with customers, whether they occur on a bi-weekly or monthly basis, to maintain a close connection with our clients and ensure that their concerns and requirements are given due attention. Additionally, I meet with Team Leaders to ensure that tasks and responsibilities across all customers are being efficiently addressed, and I work diligently to resolve any delivery-related issues that may arise. Another critical aspect of my role is the maintenance of an Issue/Action Log for all Projects under Enterprise Services. This log serves as a valuable resource for cadence and Governance-related meetings, facilitating effective communication and alignment of objectives. I also focus on tracking time allocation for respective projects with an unwavering commitment to achieving an accuracy rate of 100% every month, ensuring that resources are optimally utilized. Throughout my tenure at Stefanini, my role has sharpened my skills in IT service delivery, leadership, and client relationship management. I am deeply committed to driving excellence, fostering operational efficiency, and ultimately ensuring the satisfaction of our clients in my capacity as a Service Delivery Manager. 

English | B.A. (Hons.) Zakir Husain College 

Operations & International Business | M.B.A. Institute of Management Technology