Service Management Rep

Prashant Menon

ad8aew@r.postjobfree.com • 203-***-****

Senior IT Leader Customer Success - Program & Project Management

A highly accomplished, self-motivated and goal-driven executive with extensive experience in owning& delivering large scale IT programs and projects successfully ensuring cost, time & quality while driven through customer centricity & enhanced customer/user experience. Extensive experience in running programs and projects across Capital Markets, Core Banking, Payments Systems, Wealth Management, Insurance L&A and Long term Care, Automotive, Manufacturing & Pharma domains

Owned & delivered IT Programs & Projects across IT applications, infrastructure, cloud as below

Service Management ServiceNow and Cherwell implementations, tailoring service management processes aligned with customers service management vision, Application development & Managed Service Program delivery in ERP and non-ERP, Digital Marketing platforms, SaaS, Cloud Migration refactoring & re-platforming programs, Omni channel customer experience platform development, Data Insights and Analytics, Predictive Analytics, CRM Salesforce implementations, customer journey mappings, Digital Transformation AI/ML Bots, NLP’s.

Major Achievements

•Implemented global service management processes and ITSM tool, reducing ticket volumes by 55% thru self heal, AI led automated issue resolution process improving L1/L2 efficiencies by 43%.

•Coined first Self heal solutions using AI/ML Bots & enterprise chat integration for a an insurance customer - efficiency improved by 40% and Customer survey scores improved 3x

•AI/ML BOTs automating IT support services, integrations with service management tools and automated resolution selfheal and omni-channel workflow - delivered 60% efficiency improvement thru cost savings and quicker resolution, AHT reduction by 35% and improved CSAT scores by 2x to above 90% consistently

•Program efficiency Improved Velocity of Agile projects & programs by 60-70% across RTE’s

•Successfully delivered a large IT program for a mid-tier bank, involving multiple functions, cross functional processes & Data integrations across core banking, cards, investment banking, loan products & asset management. The program increased the top line revenues by 13% and was delivered through a globally scaled agile release train (ART) - Stepping in to the role of a pseudo cross functional product Manager/Solution Manager was pivotal to the success of this program

•Successfully identified a biz case improving customer experience & successfully delivered leading to a 13% top line growth for a mid tier bank leveraging AI/ML & customer 360 platform

•Ideated and implemented a single customer 360 view across product lines & customer demographics including customer social footprint, - resulting impact was a 13% revenue growth

•Introduced Sentiment analysis - Service Desk agents efficiency & user experience improved 3x

•Proactively reduced the QA cycle time by 80% for a large US insurance carrier

Program & Project Management expertise

Program Management - Program Charter & Customer Business Alignment: Develop and maintain program charters that align with customer business objectives. Ensure that program goals and deliverables are closely aligned with business needs.

End-to-End Ownership of Large Portfolio Programs: Manage large-scale, cross-functional programs from inception to delivery, ensuring value realization. Responsibilities include program planning, stakeholder identification and communication, and comprehensive management from initial program charter to final delivery.

Cross-Functional Stakeholder Engagement: Facilitate engagement with both business and technical stakeholders. Discuss and align on roadmaps, phases, user experience, journey mapping, adoption processes, and vendor engagements. Ensure mutual consent on implementation plans.

Project and Release Planning: Identify projects, roadmaps, epics, dependencies, project teams, and release trains across functions. Develop and communicate detailed implementation paths for each stream. Serve as a servant leader, coordinating with product management, functional, and solutions groups driving consensus.

Data Management & Security Compliance - Proficient in data management encompassing high-level data modeling & architecting including, structured and unstructured data, data integration, middleware EBS layers, and data security, compliance and audit processes. Proficient in aligning data models with overall product roadmap, ensuring flexibility and scalability to accommodate future business needs and scenarios.

Risk Management: Proactively identify and mitigate cross-functional and process risks. Address ambiguous scenarios with well-documented business cases, ensuring alignment with key business, functional, and technical stakeholders.

Key Metrics, Reporting, & Governance: Identify key metrics for success, establish reporting and governance processes, and meet the reporting needs of the C-suite. Develop dashboards and reporting mechanisms to provide clear visibility into program progress.

Impact Assessment: Assess and manage the impact of program initiatives on various functions such as service management, change management, third-party applications, infrastructure, and cloud backbone.

Managed Service Global Support Ownership - Extensive experience in managing large, multi-year Global Business Services (GBS) programs. Demonstrated expertise and success in:

Program Ownership and Execution - Leading and executing deals across applications, infrastructure, analytics, and service desk operations. Overseeing the transition to implementations with global delivery teams.

Process Foundations & Documentation - Establishing service management processes & workflows for ticket management, Incident & Service Request (Tickets) workflow processes, Ticket categorizations, problem, change, knowledge management, CMDB and asset management processes, CSAT & customer survey processes. Developing functional process flows and comprehensive documentation.

Governance, Metrics and Reporting - Reporting on Service Level Agreements (SLAs) and continuous improvement metrics. Identifying and mitigating potential risks proactively.

Project Management - Scaled Agile and Waterfall Frameworks: Expertise in managing multi-year, phased implementation projects using both Scaled Agile and Waterfall methodologies. Skilled in identifying epics and breaking them down into releases and phases, facilitating PI (Program Increment) planning, and creating detailed implementation roadmaps. Proficient in release planning, timeline management, sprint definition, Sprint Zero planning, and ensuring alignment with technical teams.

Servant Leadership: Leading Agile release trains and teams by fostering a collaborative environment. Experienced in managing user stories, story point sizing, sprint planning, Agile ceremonies, capacity planning, burn-down chart monitoring, and story point sizing.

Risk Management: Developing and implementing comprehensive risk management strategies. Capable of identifying metrics, assessing probability and impact, creating mitigation plans, and engaging in thorough analysis and discussion with stakeholders to secure commitment.

Collaboration with Business and Technical Teams: Facilitating strong collaboration between business and technical solutions groups. Skilled in eliciting functional requirements and aligning on the definition of done to ensure project success.

Tools Expertise - Microsoft projects, Jira, confluence, Visio, SQL, ITSM tools, Salesforce, Service Now

Professional Experience

•Stefanini - Oct’2022 till May’ 2024 - Customer Success Director

•Apexon - Jan 2021 till Sep’ 2022 - Client Success Partner

•Genpact - Mar 2005 till Dec 2020 - Functional expert, Project Manager, Engagement Mgr

•Mastek - Jun 2000 till Mar 2005 - Project Manager

Education & Certifications

Bachelors of Commerce & Economics, Mumbai University - Advanced Diploma in Systems Management, NIIT

Certified Could Practitioner, AWS, SAFe Scrum Master, PMP, Certified GOLD Operating Leader (Global Leadership Program from Genpact (GE), IMLP)

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