Sabu Sukumaran PMP, ITIL V3 Expert
India 988 662 6118/983 620 6118
mailto:sabu.sukumaran@gmail.com
EXECUTIVE PROFILE
Manager – Delivery & Support Services
People Manager, Service Support Manager, Transition Manager, Implementation Manager, Trainer, Mentor
EXECUTIVE SUMMARY
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IT Professional with 11+ years of experience in Service Support Environment, Project management, Quality Management,
Process Improvement and Competency Lead for Support and Maintenance projects
7 years of experience in Transition, Service Support and Implementation based on ITIL v2 and v3 best practices
7 years of Offshore Delivery Center Management experience, evolved offshore delivery capability model to provide substantial benefits by way of project delivery efficiency, and resource productivity
Provide periodic Project Performance dashboard reports to Senior Management team
Support Pre-Sales team for bid management, proposal preparation, business solution and lead RFP/RFQ responses to the
prospective clients
Good track records of ensuring projects are delivered to the highest quality, within budget by effectively organizing,
managing and utilizing all resources.
Maintain continuous alignment of project scope with strategic business objectives, and make recommendations to modify
project deliverables to enhance effectiveness toward business results
Dynamic management career with strong leadership, relationship building, problem-solving, planning, team-building, etc.
Execute and maintain project management processes and disciplines in the areas of: project schedule and quality management; communications management; resource management; cost management; procurement management; risk management and change management
PROFESSIONAL ACHIEVEMENTS
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ITIL V3 Expert (Capability Modules), PMP and Six Sigma Green Belt Certified
Increased CSAT (Customer Satisfaction Index) figures from 75% to 93% by designing a customer satisfaction survey and
linked it to the customer portal
Maintained the overall EBIT (Earnings before Interest and Taxes) for all the projects at 34%
Introduced a Quality monitoring process to improve team performance in terms of processes, technical and communication skills’ consistently maintained target at 92%
Expanded the team size due to additional support requirements of applications which resulted because of improved resource efficiency by implementing the above initiatives
Post 1 year of implementation, reduced the team size by 20% due to increased efficiency and saved 10% cost for the customer
Maintained zero percent attrition through in the team for the last 7 years
As a CMMI co-auditor performed project audits and rated the Project Conformance to organizations quality management
system
Designed and implemented team scorecard on various business metrics to measure and improve team's performance
Conducted ITIL trainings to Project Managers and Team Members and helped them implement ITIL best practices in their
processes
Experience in Manufacturing, Real Estate, GRC, Insurance, Logistics and Electronic Payments domain
PROFESSIONAL EXPERIENCE
RS Software Ltd
Kolkata
VISA (Payment Systems)
Service Delivery Manager/Technical Consultant
01/2013 –Pres
Visa operates the world's largest consumer payment system with more than 1 billion credit and other payment cards in
circulation. Some 20,000 member financial institutions participate in the Visa Net payment system, which provides
authorization, transaction processing, and settlement services for purchases.
The project is about consolidating transactions data from various sources, enriching the data and creating a warehouse of data
that would be passed onto various downstream applications for further processing. The extracted data is loaded into flat files
or database tables. The warehouse is one of the most visible and critical data warehouse based applications in VISA with data
marts catering to different products and regions under the VISA umbrella. Built on UNIX AIX and DB2 UDB database, the data
warehouse proudly boasts one of the biggest data warehouses in the world, distributed over 5 data processing servers and 20+
servers housing an enormous database
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Manage mission critical, SLA driven, user focused services for world’s largest payment network. Offshore-onsite model
on follow-the-sun principles.
Defined and ensured Change Control processes are followed.
Report to senior management about the progress, risk and variance in various projects
Xchanging Plc
Bangalore
Manager – Delivery & Support Services
Project – 1
Delivery Manager – BWise Testing, Production Support & Incident
Solutions/XSM/Sedgwick
10/2005 –01/2013
Bangalore
04/2011 –01/2013
BWise is a Netherlands based company who are into the product development, Training, Consultancy of Internal Control (IC)
Software. They are the market leaders in IC software, in Europe and 50% of top 100 companies are their customers, 50% of
revenue is being generated from Netherlands itself, 25% from other European countries and 25% from United States of American.
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Responsible for the project management throughout the entire project lifecycle, including project initiation/proposals,
project delivery, business liaison / stakeholder management, post implementation review and project close out /
handover
Developed project plans and assumed responsibility for project profit and loss
Managed cost budget to allocate overall cost estimate to individual tasks.
Produced project status reports, managed the team and resolved day-to-day issues
Mentored staff in methodology and consulting excellence and encouraged best practice in project management and
project planning.
Executed and maintained project management processes and disciplines in the areas of: schedule and quality
management; communications management; human resource management; cost management; risk / issue
management; change management
Act as liaisons between software developers, programmers and other members of the technical team and the nontechnical users and to present the proposed solutions in terms that ordinary people can visualize and understand
Accountable for resource hiring their appraisals, career advancement and also competency development
Project – 2
PMO/Command Centre Project Manager – YTL Communications
Kuala Lumpur, Malaysia
12/2010 – 03/2011
YTL Communications is the communications arm of YTL Group, a leading integrated infrastructure developer in Malaysia with
global investments in utilities, cement manufacturing, construction, property development and investment, hotel management
and development, as well as information technology serving over 12 million customers on three continents. The Company
provides affordable, world-class converged 4G services.
Command Centre is responsible for Governance and Monitoring of all support functions and implementation teams, this includes
supporting the functionality and operational efficiency of IT systems and services
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Facilitate the restoration of normal operation service with minimal business impact to Customers within agreed service
levels and business priorities
Work with customer to plan and coordinate product releases
Responsible for service delivery, set up processes, metrics and tools
Measure projects in terms of Scope, Schedule, Cost and Risk
Report to senior management about the progress, risk and variance in various projects
Define and ensure Change Control processes are followed.
Project – 3
Bangalore, India
Service Delivery Manager – Cushman & Wakefield
(Application and Infrastructure Support Services)
05/2007 – 11/201
Cushman & Wakefield, the world's largest privately-held commercial real estate services firm. With 227 offices in 59 countries
and more than 15,000 employees, the firm represents a diverse customer base ranging from small businesses to Fortune 500
companies.
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Improved the service levels on Response time from 90% to 100% and Resolution time from 85% to 99.33% by
implementing ITIL and Kaizen best practices
Reduced 20% of total incident volume by initiating and assisting the customers to create a self service portal with work
around for known issues
Expanded the support hours from 9/5 to 24/5 with the same resources(Head Count) without effecting the Service levels
Expanded the support scope to other geographical regions with minimal Transition time which saved the customer 40% of
transition cost
Serve as the key relationship manager to report progress to the steering group to ensure the support’s overall direction
and integrity.
Prepare and manage support plan based on project pipeline to produce capacity plan and skills requirements
Worked on continuously improving the training delivery methods for new hires and for bottom half performers
(Introduction of PIP, Skill based training on applications and monitoring the skill set matrix)
Planned the Process Knowledge Test (PKT)
Bangalore, India
Project - 4
Service Delivery Manager – Engelhard/BASF
(Application and Infrastructure Support Services)
10/05 – 04/07
BASF is the world’s leading chemical company. With about 109,000 employees, six Verbund sites and close to 385 production
sites worldwide we serve customers and partners in almost all countries of the world
Consistently maintained project PCI (process conformance index) at 98%
Introduced a balanced scorecard for the team with the intent to monitor team’s performance and develop action plan
to improve the metrics and aligned it with their yearly appraisals
Introduced a Quality Monitoring Legend and reduced the percentage of fatal errors which in turn reduced the number of
escalations by 90%
Ensure that response to each customer inbound query or problem is done timely and courteously to achieve customer
satisfaction
Ascertain accurate logging, analysis and resolution of queries or problems within service level target
Observe and measure service level performance against targets and report on it
Review of service level agreements (SLA’s) to continually increase customer satisfaction.
Manage and supervise the shift activities, including training, coaching, organizing and planning
Prepare operational reports and analyze adverse trends and provide appropriate recommendations to Account Manager
Coordinate the development and maintenance of Service Support processes and procedures
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On-Call Administrator for the JDE Create Form service:
Was an active primary On-call Support for the Create! Form server for over 6 months at the client site
Monitor and maintain the Create! Form Server and handle day-to-day issues faced by users
Add printers to Create! Form Server and enable the Create! Form merging on these newly added printers
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Accenture Services Ltd
Senior Support Executive – SBC Yahoo
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Bangalore, India
04/04 – 09/05
Provide full support to the L1 team in resolving issues.
Provide support to the team by acting as the first line of escalation of customer related queries.
Train L1 or the floor agents as well as L2 agents about new products and procedures.
Handle high-level complaint issues directly sent by the various departments of Clients like abuse forum, cancellation
& retention department.
Conduct orientation sessions to teams on technical changes and their implications.
Assist teams with simulation of technical problems noticed at customer premises to provide real life experiences
Provide updates and chasing End User related faults which could be a SBC Yahoo issue regarding line fault or DSLAM
fault.
Update the main service status line and portal on a regular basis and during any outages.
GECIS (General Electrical Capital International Services)
Process Developer - Wal-Mart
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Hyderabad, India
10/01 – 10/03
Respond in a timely and courteous manner to customer inbound queries or problems to ensure customer satisfaction
Provide technical leadership and ensure the highest level of customer service is provided. The process is measured,
among other ways, on statistical figures regarding closed calls so continuous efforts should be made toward a higher
percentage of closed calls
Provide technical and procedural guidance and supervision to fellow associates.
Participate in call routing process, assist end users, prioritize requests and escalate appropriately
Assist in training the associates on system use, applications etc
Assist the manager and the team to get the entire process implementation into a steady state
Ensure customer satisfaction in the support area by meeting service levels, proactive communication and tracking
open issues
End to-end coordination with users as well as different L2 support groups like application owners, system owners,
vendors, process/data owners
Ensure successful transition of new support areas for support and help the support manager in ramping up the team
Build and maintain a good relationship with the customer and other groups & vendors involved in providing support
services to the customer
Help members of the support team to understand the criticality and business impact of the problem
Provide inputs to the support manager on process enhancements and continuous service improvements
Education / Certifications / Training
Osmania University - MCA (Master of Computer Applications)
Project Management Institute - PMP (Project Management Professional)
APMG – ITIL V3 Expert (Capability Modules)
Expert Rating – Six Sigma Green Belt
Xchanging - Conflict Resolution and Management,
Xchanging - Leadership Skills
Xchanging - Software Estimation Techniques using FP
Xchanging - Kaizen