Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Timeline
Avinash Mathur

Avinash Mathur

Abu Dhabi
Every problem is a gift—without problems we would not grow.
Tony Robbins

Summary

I am multi-skilled, result oriented project/Governance/Program manager with varied experience in IT Infrastructure, Telecom and Banking organizations along with extensive experience in Project management, Service management, Business operations, Crisis management & continuous improvement.

Effective Program and Project Management: Throughout my career, I have demonstrated adeptness in overseeing complex programs and projects, ensuring their timely and efficient delivery while maintaining quality standards and stakeholder expectations.

Effective Stakeholder Management: By building and nurturing relationships with stakeholders and vendors, I have facilitated collaboration and alignment, ensured smooth project execution and maximized value from partnerships.

My true passion lies in transforming organizations, programs, and projects to identify the most suitable approach from the wide range of options available in the agile ecosystem. I am well-versed in methodologies such as Scrum, Kanban, XP, Nexus, and SAFe. By leveraging these frameworks, I ensure that each initiative achieves optimal outcomes and aligns with organizational goals.

As a person, I am quite at ease with managing stakeholders across the organization. I collaborate with internal and external people to build agreements, guidelines, and standards to resolve issues and create consistent practices. Furthermore, I also possess effective leadership skills that enable me to lead teams of various sizes smoothly.

Overview

17
17
years of professional experience
13
13
Certification

Work History

Service Delivery Manager

Cognizant Technology Solutions
11.2022 - Current
  • Working as the Country Hub Lead for Google SV Project
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Managed third-party contracts to drive delivery of required services.
  • Coordinated new hire recruitment, training and development.
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service.
  • Worked with vendors to schedule daily pickups and weekly deliveries.
  • Responsible for running end to end project for building mobile application for SV project, working closing with developers, designers and business analysts.
  • Responsible to setting Control desk setup project.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Responsible for the P&L of EMEA market
  • Accountable for building cross skill functional teams to reduce the delivery cost

Group Service Delivery Manager - ADAFSA

Tech Mahindra
02.2021 - 11.2022
  • Responsible for handling Infra and application Managed Service Account of 12 Mil USD with 4000+ user base with Team of 75+ resources
  • Managing P&L for the and accountable for increasing the revenue of the account through procuring additional business.
  • Accountable for building cross skill functional teams to reduce the delivery cost.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Contributed to internal and external account reviews.
  • Coordinated new hire recruitment, training and development.

ITSM and Governance Manager - ENEC

Tech Mahindra
04.2018 - 05.2021
  • Responsible for end-to-end transition of Managed Service Account from Incumbent vendor
  • Responsible for creating and executing transitional plans and documents to outline project expectations, scope, schedule, and budget requirements.
  • Responsible for Spotting any transition-related issues and creating effective solutions to resolve them swiftly.
  • Develop and implement the Service Improvement plans which resultant in Cost Saving and $ Value generation.
  • Responsible for Successfully delivering project TACTIX (automation platform for the client – Identification, Designing, solutioning. Testing)
  • Responsible for successfully delivering RFID solutions project (efficient Asset tracking and control)
  • Responsible for running and setting up NOC delivery Centre project for ENEC end to end includes NOC setup, resource recruitment, training and Go Live
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Solid knowledge of transition management software, such as Xenon RTM and Jira.

Service Delivery Manager - Mubadala, MDCBMS

Tech Mahindra
04.2013 - 04.2018
  • Responsible for executing the ITSM tool implementation project end to end along with related process document, SOP's and policies.
  • Played the Role for Transition Manager for Mubadala for all Investees (Strata, ADSG, Sanad, Injazat)
  • Responsible for running the DR project end to end on Half yearly basis
  • Responsible for developing and creating DR Playbooks and Runbook along with Infra and Applications teams.
  • Responsible for conducting DR exercise project twice a year for Mubadala and submitting the Action plan reports.
  • Successfully played role of Transition Manager where I am responsible for Tracking progress and sending Management Updates along with documentation readiness.
  • Responsible for running RPA project ( 4 Function RPA solution Implemented – Identification, Solutioning, Designing, testing.)
  • Responsible for Setting up End 2 end Offshore Delivery center, project owned end to end.

Project Quality Consultant - Telecom Accounts

Tech Mahindra
02.2011 - 04.2013
  • Responsible for implementing HPSM tool project end to end along with Process documents and SOPS
  • Conducting Internal Audits for all internal Departments of Tech Mahindra
  • Prepare Managed service accounts for Internal & External Audits (ISO20k, ISO27K, ISO22300)
  • Developed & Implemented Service Operation Process
  • Prepared and conducted Internal Ticket Audits – incident Management, Problem Management, Change Management, Service Request Management
  • Supported clients with business analysis, documentation, and data modeling.

ITSM Process Lead

HCL Technologies
01.2009 - 02.2011
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
  • Developed highly effective incident response team and trained extensively in preparation for possible events.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.

Team Leader- Service Desk

Steria India
12.2006 - 12.2009
  • Managing a team of 11 peoples associated to different projects in shared service desk.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Technical Support Officer

HCL Technologies
03.2006 - 12.2006
  • Tracked KPIs and created continuous improvement plans.
  • Analyzed and developed service goals for in-bound call center.
  • Managed customer contact center with 30 support representatives.
  • Developed and implemented training initiatives for new hires.

Education

Bachelor of Science - Computer Science And Engineering

VTU, Gadag
04.2005

Skills

  • Project Creation
  • Quality Monitoring
  • Client Relationship Management
  • Solutions Development
  • Operations Support
  • Customer Engagement
  • Performance Improvement
  • Project Planning
  • Data Analytics
  • Service Desk Oversight
  • Project Implementation
  • Risk Mitigation
  • IT Governance
  • Transition Management
  • Contract Management
  • Escalation Management
  • People Management
  • Stake holder Management
  • Global ITSD/WPO
  • SLA/KPI

Accomplishments

  • 2016-17 - Tech Mahindra Excellence Awards - 2016-17 Middle East and Africa Region - Best Contribution to location Level Activities
  • 2017-18 - Tech Mahindra Excellence Awards - 2017-18 “THE SKILL GURU AWARD”
  • 2018-19 - ICS Delivery Connect MEA-2018 – “ITSM Project Manager of the Year”
  • 2019-20 – ACER Award - Exceeding expectation of delivery for consecutive 2 years
  • 2019-20 - NINJA Automation Award
  • 2020-21 – ACER Award - Exceeding expectation of delivery for consecutive 2 years

Certification

  • PMP Certified
  • Prince 2 Practitioner
  • Safe 5.0
  • ITIL Masters
  • ITIL V3 Expert
  • VeriSM Plus
  • COBIT 5.0
  • RPA Developer Foundation
  • 6 Sigma
  • Gen AI overview

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Service Delivery Manager - Cognizant Technology Solutions
11.2022 - Current
Group Service Delivery Manager - ADAFSA - Tech Mahindra
02.2021 - 11.2022
ITSM and Governance Manager - ENEC - Tech Mahindra
04.2018 - 05.2021
Service Delivery Manager - Mubadala, MDCBMS - Tech Mahindra
04.2013 - 04.2018
Project Quality Consultant - Telecom Accounts - Tech Mahindra
02.2011 - 04.2013
ITSM Process Lead - HCL Technologies
01.2009 - 02.2011
Team Leader- Service Desk - Steria India
12.2006 - 12.2009
Technical Support Officer - HCL Technologies
03.2006 - 12.2006
VTU - Bachelor of Science, Computer Science And Engineering

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Avinash Mathur