Yogesh has over 15 years of experience in delivery operations, people management, and customer services. He is currently working as a Delivery Operations Manager at IBM India, where he is responsible for service quality, process improvements, audits, and people management of a team of 70. Previously he has held roles as a Technical Services Manager, Program Manager, and manager of customer service and renewals teams. He aims to leverage his experience in a senior management position.

1. Yogesh.MSS
Phone No: +91 98804 09194
E-mail ID: yogesh_mss@yahoo.com
__________________________________________________________________
Objective:
To further my professional career with senior level management position in a world class company.
PROFESSIONAL HIGHLIGHTS:
• Over 15 years of experience in Delivery Operations, PMO, People Management and Customer
Services
• Over 9+ years of experience in People and Process Management
• Excel at interfacing with Client and other stakeholders at all levels to ensure organizational goals
are attained.
• Ability to articulate and lead change management activities
• Possess excellent interpersonal, analytical, and organizational skills.
• Excel within highly competitive environments where leadership skills are the keys to success.
• An effective manager with the skills necessary to direct, train, and motivate staff to its fullest
potential.
• Project Management (IBM Internal) and ITIL (2011) Intermediate - Planning, Protection and
Optimization Certified
Key Skills:
Delivery Operations Management
People Management
Process Management
Program Management
Client/Stakeholder Management
Transition Support
Professional Experience:
Mar’ 2010 – Current IBM India Pvt. Ltd. Delivery Operations Manager - IT
Service Management
Professional Responsibilities

2. • Drive / Manage service quality and improvement of ITIL Support processes of Incident, Problem
and Change Management.
• Accountable for the achievement of the agreed KPI, Metrics and SLAs.
• Drive/participate and coordinate audit readiness.
• Ensure relevant governance /interlock with Sending Geo and technical service lines.
• Ensure regular reporting on service delivery performance.
• Interlocking with senior Management in GTS to discuss process improvements for productivity
gains.
• Review service line performance (overall view) and devise improvement plans as required.
• Ensure Engagement and Transition Activities are completed on time for existing accounts.
• Monitor, diagnose and ensure that the Service Provider and Strategic Service Providers act on
service performance information to meet the Service Levels.
• Responsible for the Compliance & Quality at the competency level (Process/procedure
documentation, Work instructions.
• Apply business acumen and metrics to ensure that during Service Delivery, performance
management aspects of the scope statement are able to be delivered within agreed deliverables.
People Management
• Identify and develop future leaders with personal focus on mentoring and coaching.
• Performance management of direct reports & contractors.
• Responsible for the bench and critical resource management.
• Manage Hiring initiatives and ensure quality resources are hired and appropriately positioned in
the organization.
• Manage attrition and work climate of the organization
• Standard skill gap assessment, approved training plan based on skill gap assessment and
progress to the training plan for all employees
• Ensure succession management and employee coaching in line with their career aspiration and
development plan
• Manage and maintain high levels of employee satisfaction and commitment
• Develop collaborative teaming across IBM
• Articulate clear vision & generate enthusiasm within the team
• Ensure the Leads have clearly defined objectives and authority.
• Ensure that your direct reports are carrying out their functional management responsibilities,
especially performance of their people.
• Use mentoring and round table opportunities to help avoid disconnect from the front line.

3. • Ensure that your Leads have objectives for their individual development and the resources and
support to meet these objectives.
• Ensuring equity, Validate the Personal Business Commitment process for consistency of
performance standards, both for the various job bands within the function and for the merit ratings
within those bands.
Manager-PMO
• Responsible for developing overall program strategy (program development, competency
strategy)
• Develop and manage key PMO responsibilities around Project Charter, Project Governance,
Project Management Plan, Quality Management Plan, Project Tracking and Reporting, Project
Meetings with Client Team/s, Risk and Issues Management, Communications Plan and Project
Status Reports
• Assist Director in the development of detailed Program Plan, Track and report on program
performance providing real-time and comprehensive view. Identify and monitor critical
dependencies between projects and recommend appropriate action to Director.
• Create executive level reporting (i.e. Weekly/Monthly/YTD status, Quarterly Analysis, Reviews
etc)
• Lead conceptualization, creation, execution, implementation of all projects, programs, strategies
and initiatives.
• Monitor the status of all identified risks, identify any new risks, take corrective actions and update
the risk response plan
Delivery Operations Management – Technical Services Manager
• Responsible for end to end operations of the Service Support / delivery team
• Responsible for the ITIL support process: Release, Problem management, Change management
and Incident Management of the assigned accounts
• Accountable for the achievement of the agreed KPI, Metrics and SLAs
• Move accounts up the value chain in terms of delivery and level of support
• Supporting Business Development: Enable effective sales by execution of effective client
briefings and inputs to solution
• Advocate for the Business Controls and Risk management
• Responsible of accounts transition into the organization, meeting transition regulatory
requirements.

4. • Responsible for all Business unit process implementations and deployment eg: Six Sigma, Lean
Framework, etc... for the assigned team and accounts
• Responsible for customer satisfaction and account reference.
• Own and deliver on Service Improvement Plans of troubled accounts and overall health of other
accounts
People Management
• Driven a team of 70 team members including Team/Functional Leads
• Work towards achievement of HR targets in accordance with the IBM HR policies and guidelines.
• Goal Setting, Performance Review and Feedback for the direct reports.
• Manage Hiring initiatives and ensure quality resources are hired and appropriately positioned in
the organization.
• Manage attrition and work climate of the organization
• Standard skill gap assessment, approved training plan based on skill gap assessment and
progress to the training plan for all employees
• Ensure succession management and employee coaching in line with their career aspiration and
development plan
Achievements:
• Maintained consistent SLA achievements through process improvements initiatives in the team
• Successfully driven OAM migration projects across the accounts in the pool to improve business
opportunities and enhance skill sets
• Successful implementation of the Employee Engagement program across the Bangalore Delivery
center
• ‘Zero’ Attrition for three consecutive quarters
Mar’ 2003 – Feb’ 2008 Dell International Services Senior Team Manager
Professional Responsibilities
• Pivotal in developing, designing & implementing Global escalations process at DIS, India.
• Instrumental in transitioning and implementing the process which involved
coordination with site leads across Dell badged and partner sites across globe to
reduce process gaps & ensured efficient handling & delivery.
• Coordinated with the Executive Services Team at Austin, USA on daily operations
& daily/weekly reviews.

5. • Played a stellar role in developing the training content & modules for ramping the
GEM teams at both Dell badged and partner sites.
• Leading a team of 25 senior team members & 3 data analysts.
• Directed an 8 member senior team coming from various partner sites like Wipro
Spectramind, Sutherland technologies and 247 Customer.
• Organised Team member’s training on Advanced Soft skills, Processes & Technical aptitude.
Projects:
• Project Time to resolve, Project RCA (Root Cause Analysis): Standardizing the RCA
format to appropriately identify gaps in processes to help fix both up stream & down stream
processes at Dell, Bangalore,
• Project AHT: Reducing AHT by early issue identification, standardizing resolutions,
categorization of issues and identifying training needs and analyzing RCA at Dell, Hyderabad
Achievements:
• Won Director’s award for “Manager of the quarter” for two consecutive quarters of Feb’06-Apr’06
and Nov’05-Jan’06.
• Received “Smart Step Award” for the best performing team for two consecutive quarters of
Feb’06-Apr’06 and Nov’05-Jan’06.
• Achieved 0% Attrition for 4 quarters of Q4FY07 until Q4 FY08 & 3 consecutive quarters of Q4
FY05 until Q2 FY06.
• “Super Lead” for the last quarter ending Jan’04.
• “Manager of the month” for Dec’03, Jan’04, Feb’04, May’04 & Jun’04
• Distinction of being recognized for
o Increasing the visibility of the process.
o TAT improvements
Feb’ 2001 – Mar’ 2003 Max New York Life Insurance Co. Ltd Executive – Customer
Services & Renewals Management)
Professional Responsibilities & Achievements
• Efficiently handled an outbound calling team.
• Administered agency operations for collections of renewal premiums.

6. • Accountable for operational & class room training of advisors.
• Successfully streamlined renewals management process & ensured a turnaround in greater customer
retention.
• Awarded Best Performer for the month of July’02 & Jan’03 in the GO.
• Adjudged as Founder Team member as a token of appreciation for the contribution put in launching
the company successfully by setting up systems, standards & procedures.
• Conducted regular new hire, process refreshers and process development training programs for the
agency/Sales team.
Jul’ 2000 – Feb’ 2001 GE Capital Services(Genpact) Process Associate(Card
Services)
Professional Responsibilities
• Responsible for reviewing and Pre-underwriting of customer applications for new credit cards
ensuring compliance with the regulatory requirements. Administered agency operations for collections
of renewal premiums.
May’ 1998 – Jul’ 2000 Hospitality Industry-The Krishna Oberoi / Hotel Viceroy
Captain
Professional Responsibilities
• Responsible for Managing day to day operations at Restaurant, Coffee shop, Banquets, under Food
& Beverage Service
Training & Certifications:
• ITIL (2011) Intermediate - Planning, Protection and Optimization
• Project Management Fundamentals(PM 10G) – IBM Internal
• Project Management Orientation(PM 54G) – IBM Internal
• ITIL V3 Foundation
• Global Delivery Framework(Lean) trained at IBM, Bangalore
• Six sigma Green Belt trained at DIS, Hyderabad.
• Participated in self development program developed by Abacus as a part of DDC inDec’03.
• Ongoing Managerial tools & Leadership programs at IBM Bangalore and DIS Hyderabad/Bangalore.
• Hiring processes & recruitment techniques at DIS in Nov’03.

7. Educational Qualifications:
• Bachelor Of Hotel Management & Catering Technology(1994-97): Osmania
University
Personal Details:
• Address: Flat # 204, BM Happy Valley, Borewell Road, Nallurhalli, Whitefield, Bangalore –
560066
• Date of Birth: 9th April 1976
• Marital Status: Married