Thirumaran Govindaraj

 My 15+ years of experience in Client relationship, Delivery management and People management match well with the specifications required for this job. I am a computer graduate and have in dept knowledge in Delivery management.

My current position demands Customer relationship, Delivery management, People management and technical knowledge. This has given me lots of experience to ensure compliance to complex contracts and Service level agreements.

PROJECT MANAGEMENT | RELATIONSHIP MANAGEMENT | PROBLEM SOLVER 

• Excellent project relationship skills, directing multiple global project teams with cross – disciplinary project teams. Skilled in identifying and prioritizing deliverables, ensuring individual and team accountability for the on-time, on -budget achievements for all project milestones.
• Strong customer relationship management skills, serving as customer advocate for internal and external customers. Solid ability to ensure compliance to complex contracts and service level agreements.
• Proactive problem solver, create plans, process, or tools to facilitate issue resolution and collaboration across delivery channels.

SERVICE DELIVERY MANAGER 

09/2021– To Current

 Kyndryl INDIA  Location: Bangalore

• Building relationship with customer ensuring their needs are met, ensured they are satisfied with the services provided and any challenges are overcome.
• Presenting monthly & weekly dashboard on overall service delivery to customer using AIOPs (Artificial Intelligence tool for service delivery operations)
• Acting as point of contact for complaints and escalating issues as appropriate.
• Understanding and helping to meet the targets and aims of customer.
• Managing Regulatory and Non regulatory customers 
• Responsible for delivering the services according to hosted client SLA’s.
• Functionally responsible for global governance for all DC services 
•  Received 100% satisfaction for all Audits.
• Contributed to $1B contract this year (May 2023). OLD customer reached me directly requesting to align new project to Kyndryl. I had taken help from Sales and Delivery head North America for transition. 
• Ensured positive client satisfaction and client relationship is maintained.
• Responsible to ensure all maintenance, security and transformation requirements are handled either in BAU operation or through separate projects.
• Approve monthly bill for each customer supported. 
• Prepare service delivery dashboard and present to customer on weekly basic. 
• Schedule daily or weekly call with customer as per project requirements 
• Execute people management role between teams with in KYNDRYL or through DOU between Kyndryl and Vendors.
• As owner for account GO-LIVE need to ensure the below documents are signed off by customer prior to GO-LIVE (i.e., Transition to STEADY STATE)
  •  Correct resourcing against FTE is onboarded. 
  • Create / Maintain SHAREPOINT which includes kick off meeting, daily transition status, Tech Spec, CEQ, CSD, CBC, GACDW / SESDR extract, RCP, Risk letter ECM extract, License details, Knowledge database and all other contract related documents. 
  • Accountable for customer sign off for listed documents before GO-LIVE
    • SOW (Statement of Work)
    • TSD (technical Solution Document)
    • CSD (Customer Security Document)
    • DOU (Document of understanding)
    • CEQ (Customer Environment Questioner)
    • CBC (Cross Border Checklist) 
    • All policy documents (example Backup)
•  Appreciate key performers with appropriate rewards during town hall.

SENIOR MANAGER - OPERATIONS [ 11/ 2008 – 09/ 2018]

Service Delivery Manager [10/ 2018 – 07/2021]

11/2008 - 09/2021

 IBM –  Location: Chennai & Bangalore

• Building company culture and helping employees to begin and end work in a healthy state of mind each day.
• Plan employee training and making sure job responsibilities, expectations and company-wide goals are communicated clearly and met.
• Bridge the gap between project teams and customer.
• Manage and coordinate audits. 
• Conduct evaluations with customers on the phone or via e-mail. 
• Motivate employees to reach each objective.
• Conducting interviews and hiring the right candidates
• Handled interpersonal conflicts as they arise and ensure they are motivated to move forward once a resolution is found.
• Ensure the project team meet their respective deadlines so none fall behind on responsibilities, leading to disruptions that could affect customer relationship.
• Regularly review performance metrics and make strategy adjustments as necessary.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
• Work across HUB technology towers to establish accountability with metrics.
• Align with cloud strategy to ensure clean service introduction of new capabilities.
• Serve as primary point of contact for pre-determined business escalations.  

Senior database administrator 

03/2008 - 11/2008

 Cognizant Technology Solutions – Location: Chennai 

• Perform administration, maintenance, and support of DB2 UDB databases. 
• Configure and executing DR exercises setting up daily copy, backup copies and monitoring of these jobs.
• Collecting statistics for the process: reviewing and updating system parameters for performance 
• Develop and execute DDLs as per project requirements. 
• Perform daily backup and restore database or objects as per project requirements.
• Witing UNIX shell scripts for job automation 

Database administrator 

03/2008 - 11/2008

 IBM India –  Location: Bangalore

• Involved in administering DB2 databases Perform daily backup and restore database or objects as per project requirements.
• Perform Backup and recovery of database objects. 
• Perform Data refresh, HADR, changes, RFC as per project requirements. 
• Involved in project plan reviews, test reviews and document preparations.

Software engineer

03/2008 - 11/2008

Visualsoft Technologies –  Location: Hyderabad

• Writing software programming using Java as per system requirements 
• Writring SQL queries and PL SQL programming in Oracle, SQL server as per project requirements 
• Designing database, writing LLD, HLD, ER diagram using silver run , Erwin studio as per business requirements 
• Had designed 118N dataset for American local domestic emergency (311) 
• Performing daily source code backup 

SYSTEM ADMINISTRATOR

09/2001 - 08/2003

Servion Global Solutions – Location: Chennai

•  Installing, configuration and maintenance of all Operating system (AIX,UNIX,Windows) , Hardware trouble shooting , Databases (Oracle and SQL )
• Install, configure and maintain all Network and firewall devices 
• Perform daily database backup to tape.
• Perform daily backup for project source code to tape.

Accomplishments

• Kyndryl 

Contributed to $1B contract this year (May 2023). OLD customer which I managed reached me directly requesting to align new project to Kyndryl. I had then routed this to Sales team and Delivery head North America to get in touch with customer. 

Reference: 

HERALD CUTINHA -  North America Delivery Head

• Servion Global Solutions

Received cash award from Chairman & GEO, Raghunathan for publishing white paper “How to achieve 50 billion by 2050 “– March 2003

• Bachelor’s degree in computer applications-Madras University                   1997 -2001
• (Bachelor’s degree in mathematics) The new College                                  1990 - 1993
• 10 & 10+2 – St Johns Matriculation Hr School                                              1987 - 1990