This document provides a summary of Ramu Kilaru's professional experience and qualifications. It outlines his 19 years of experience in areas such as service delivery, transition management, project management, agile practices, and quality management. It also lists his educational background of a B.Tech in Mechanical Engineering and details of projects he has successfully led in his roles at IBM and previous employers. Key accomplishments highlighted include awards received for delivery and transition management excellence on multiple projects.

1. RAMU KILARU, PMP® PMI-ACP®, SAFe Agilist (SA), ITIL v3.0
Email: ramkilaru@ymail.com
Mobile No.: +91-9985017781
SENIOR MANAGEMENT PROFESSIONAL
Service Delivery ~ Transition Management ~ Project Management
Senior Management PMP Professional with Agile experience, a dedicated analyst, proficient in running successful
method-oriented operations & taking initiatives for business excellence through process improvement
AREAS OF EXPERTISE
Transition Management
Service Delivery
Project Management
Agile Experience
Change & Release Management
Problem & Incident Management
Quality Management
Risk Management
PROFILE SUMMARY
• Offering 19 years of experience in Service Delivery, Transition
management, Project Management, Change & Release Management, etc. in
Agile and non-Agile environment
• Presently associated with IBM India Ltd., Hyderabad as Sr. Service
Delivery Manager for a $ 45Bn. Global Pharma client
• With the strong experience in Service Life cycle management and solid
foundation in IT application development combined with Mfg Industry
domain knowledge, successfully delivered large-scale SAP global IT
projects
• Driving organizational agility through Agile core values, principles, and
practices for software delivery by working with the executive, mid-senior
mgt., & development teams
• Owned and demonstrated Agile project/project management practices on
project releases
• Distinction of handling Release Management function for a Global Oil &
Gas Company with revenue of $ 380 Bn. having 50+ SAP Production
Instances
• Demonstrated excellence in delivery of high-quality customer experience,
elevating customer satisfaction, while adhering to SLAs, OLAs &
operating processes and managing cost-effective operations
• Proficient in providing value added customer service to customers,
following Continuous Improvement & Industry best practices
• An enterprising group leader, excellent in monitoring performance of the
reporting team for maintaining excellence in the service operations
• A result–oriented individual with excellent analytical, planning & Risk
assessment skills
NOTABLE ACCOMPLISHMENTS
• Bagged Service Delivery Excellence Award, Delivery Excellence Award and Eminence & Excellence Award for 4
consecutive years in 2011, 2012, 2013 & 2014 from Client & IBM Leadership
• Received Service Excellence Award from IBM Finish Leadership while handling Cargotec Account in 2010 for successful
delivery and transition to steady state operations
• Received Service Excellence award for year 2014 for managing multiple flawless transitions for a $ 45 Bn. Pharma client
• An accomplished SAP professional with 19+ years of experience in delivering multiple projects in various capacities such
as Enterprise Agile Coach, Service Delivery Manager, Release process champion and Project Manager.
• SPOC for process compliance & driving ISO 27001 audits ensuring 100% compliance
• Taken measures to deliver projects on time and within budget which includes strict adherence to Escalation Management,
Risk Management, monitoring & controlling of earned value analysis, etc.

2. CORE COMPETENCIES
Service Delivery Management
• Managing overall operations for service delivery with PLM and ensuring all supporting components viz SLAs, OLA and
CSLAs are managed as an seamless integrated service and aligned with Business needs
• Coaching and leading delivery teams to help transform software delivery from a traditional proj mgt to an Agile delivery
capability. This includes coaching Scrum Masters, Product Owners, Developer & Testers in practices & principles of Agile.
• Responsible for baselining service level & operating level agreements and drive continuous improvement in service levels year
on year
• Review periodically service related SLAs, ensure that service delivery is managed as per contractual terms & avoid penalty
conditions
• Drive the spirit of Quality compliance with in teams to ensure FDA regulations are 100% met without deviations
Project Management
• Managing overall operations for executing projects involving resource mobilization, execution within cost & time
parameters; monitoring compliance in terms of documentation and processes
• Experience includes Agile projects as well.
• Monitoring development activities; reporting project progress and providing support to project team
• Monitoring / tracking projects with respect to budgeted cost, demand forecasts and time over-runs to ensure timely
completion of projects
Project Management Office Activities
• Accountable for program management office support activities involving development of reports on all the
project's status, variance analysis, projects monitoring and tracking on weekly basis
• Developing project baselines while monitoring and controlling projects with respect to cost, scope & time constraints
Transition Management
• Managed complex & high value transitions for a Pharma client and engage key stakeholders across the business lines to deliver
transition of new services into the GDC
• Initiate and mobilize the transition project teams across service delivery, operations and conduct detailed transition planning in
accordance with defined service go-live commitments.
• Ensure Transition deliverables are prepared in accordance with the GATE methodology, with high level of quality, timeliness
and within budget
• Identify, evaluate & manage risks, issues, take corrective actions through the transition lifecycle to avoid impact to timelines
Release & Change Management
• Involved in release calendar, gate reviews & schedule maintenance, release status & release tracking; responsible for
planning, scheduling, building, validating, deploying & publishing release
• Responsible for planning of Release and testing of all changes to the designated service in pre-production environments
and coordinate deployment in production environment.
• Managed Testing for 70+ SAP Applications, developing testing strategy, getting test plans, execution of 10000+ test scripts
using testing tools, handling Defect mechanism etc
ORGANIZATIONAL EXPERIENCE
Since Aug’09 IBM India Ltd., Hyderabad as Sr Service Delivery Manager
Joined as Project Manager
Key Result Areas:
• Handling accounts with Team size 40 to 120 FTE team; involved in Service delivery and program management of multiple
projects of cross functional applications
• Manages service portfolio, collaboratively working with all Pharma Business units - Vascular division, Diabetes care,
Diagnostics, Animal Nutrition etc.
• Scaling software Agility across all delivery units using lean Agile practices, Agile transformation and adoption consulting,
coaching, mentoring & training.
• Driving delivery teams to meet SLAs & OLAs and monitor the performance
• Accountable for preparing project plans, SOW, DOU & executing Underpinning Contracts
• Contribute to organization growth by participating in submitting RFPs, Bidding proposals by leveraging Pharma CoE
• Leading service review meetings and identify Service improvements, show continuous improvement in service delivery

3. • Headed team of compliance & testing to ensure FDA compliance process was followed throughout life cycle of application
delivery
• Accountable for delivery of projects, managing customer relationship and serving as an escalation point to address project
risks and issues that could impact project delivery and success
• Delivered Release Management Process for a $380 Bn. oil & gas company and ensuring an extremely smooth delivery
resulting in zero critical incidents; enabling business continuity across a highly complicated landscape
• Lead a team of 35 Release Managers operating across 70+ production instances, coordinating on an average 120 changes
per release and working with 30+ Delivery Managers across 70 applications
• Administered set-up of the process for 10000+ test script execution across the account and making it consistent
• Stabilized operations on most critical applications through multiple transitions; defining operating models for Offshore
SAP application maintenance and development projects
Key Projects Delivered
Sl
No
Client
Project
Description
Team Size Role Played
Technology
Platforms
Key Highlights
1
Abbott
Laboratories
SAP MS contract
with new Roll outs
adding to MS for 5
years
120 FTEs
reporting
500 FTE
account
Sr Service Delivery Mgr.
with P & L
responsibility
SAP ECC 6.0 with all
niche skills, integrated
with diversified
technologies viz TIBCO,
Maximo
• Managing overall operations for service delivery with PLM and
ensuring all supporting components viz SLAs, OLA and CSLAs are
managed as an seamless integrated service and aligned with
Business needs
• Managed complex transitions to deliver transition of new
services into the MS scope
2
British
Petroleum Plc
SAP MS contract
with new Roll outs
adding to MS for
10 yrs
75 FTE
reporting
1500 FTE
account
Service Delivery
Manager
Vertical lead for Change
& Rel Mgmt.
SAP ECC 6.0 with all
core modules &
interfaces with
Informatica & others
• Managed overall operations for service delivery ensuring all
SLAs are maintained with focus on Release, Change & Testing
• Distinction of Managing Service delivery with Release, Change
Mgmt., Testing for 70+ SAP Applications
3 Cargotec Oy
SAP ECC 6.0 End
to End
implementation
30 FTE
reporting
Sr Delivery manager,
Architect for Blue print
ECC Modules along with
CRM & others
• Implemented SAP for Cargotec in Finland
• Bagged Service delivery excellence award from Finish IBM
leadership for successful delivery & bring project from RED to
GREEN
4 VELUX
SAP ECC 6.0 Roll
out to Denmark &
US operations
60 FTE
reporting
Delivery Manager ECC Modules along with
SRM
• Implemented SAP Roll out project for US & DK operations
5 Eli Lilly
SAP R/3 Managed
Service contract
200 FTE
account
5 FTE
reporting
Team Lead R/3 Release 4.6 C
Modules including HR,
SRM, FI, MM
• Delivered solutions as per MS scope & contractual terms
6
Duncan
Industries Ltd
(ACL - Andhra
Cements)
Manufacturing,
Procurement &
Logistics
Deputy Manager - P & L Mfg Industry
Experience
• Managed Procurement & Logistics operations for the organizatio
• Released several orders, SOWs for Capital Goods & Spare
parts with OEMs
PREVIOUS EXPERIENCE
Mar’05 to Aug’09 Accenture, Hyderabad as Associate Manager
Joined as Team Lead
Aug’03 to Feb’05 TCS, Bangalore as Team Lead
Joined Team Member
Jul’97 to Jul’02 Andhra Cements Limited, Hyderabad as Deputy Manager
Jul’95 to Jul’97 Sanghi Cements Limited, Kutch, Gujarat as Assistant Engineer
Joined as Trainee
ANNEXURE
EDUCATION
• B.Tech. (Mechanical Engineering) from Nagarjuna University, AP in 1992
PERSONAL DETAILS
Date of Birth: 17th
August 1969
Address: 15 LH, Flat No. 1204, Lanco Hills, Manikonda, Hyderabad – 89
Languages Known: English, Hindi and Telugu