Nitin Gambhir
Sydney
Summary
Service Delivery Manager with extensive experience at Woodside Energy, specializing in customer relationship management and financial oversight. Successfully led deployment of over 5000 devices, significantly improving service availability and customer satisfaction. Expertise in risk assessment and contract negotiation, fostering continuous service improvement and innovation across various portfolios.
Overview
11
11
years of professional experience
Work History
Service Delivery Manager
Downer Group Pty Ltd.
01.2019 - Current
- Managing the complete service delivery portfolio for Downer that includes Customer relationship management, Delivery Management Risk Management, Resource Management & Fulfilment, SOW creation & amendments, Team Management & Compliance and P&L. Transformation of Digital Workplace services.
- Responsible for overall service availability & Improvements across all portfolios. Ensure that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations.
- Service Delivery Operations like EUC, Service Desk and BPS Services.
- Customer relationship management and Customer Satisfaction.
- Contract and commercial management, contribute to and optimise the contract renewal process.
- Monitoring and reporting on the portfolio of internal Technology projects, ensuring they are being managed effectively – possibly to include a PMO function.
- Monitoring and reporting of the capacity across the teams and the forecasting of changes in demand and modelling that into the team structure.
- Working with the Finance Business Partner to manage, track and report the technology financial position, ensuring there is clear and accurate reporting and control across the volume-based run spend.
- Service Management and Operational Delivery.
- Continual Service Improvement and Innovation. Build effective working relationships with senior internal stakeholders involved in the account or portfolio of accounts.
- Virtual Team Management.
- Financial Management - Assist the Sales organisation to identify opportunities to up sell services and to track other opportunities that may emerge.
- Managing all new projects, estimation, resourcing & delivery for multiple portfolios.
- Managing transformations and transitions work across 7 work packages.
- Responsible for BAU / Project deliverables across the portfolio in NZ, AU, and INDIA.
- WINNER of ISG Paragon Award for “Workplace of Future”. Setup of full Workplace Services transformation.
Service Delivery Manager
Woodside Energy
Perth
08.2016 - 01.2019
- Managing the complete service delivery portfolio for Downer that includes Customer relationship management, Delivery Management Risk Management, Resource Management & Fulfilment, Team Management & Compliance and P&L.
- Responsible for setting up EUC workplace services and deploy 5000+ devices with persona to end users with WIN8 to WIN10 migration.
- Responsible for overall service availability & Improvements across Quality Assurance. (Testing As a Service)
- Managing all new projects, estimation, resourcing & delivery.
- Responsible for overall service availability & Improvements across all portfolios. Ensure that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations.
- Customer relationship management and Customer Satisfaction.
- Contract and commercial management, contribute to and optimise the contract renewal process.
- Service Management and Operational Delivery.
- Continual Service Improvement and Innovation. Build effective working relationships with senior internal stakeholders involved in the account or portfolio of accounts.
- Virtual Team Management.
- Financial Management - Assist the Sales organisation to identify opportunities to up sell services and to track other opportunities that may emerge.
- Managing all new projects, estimation, resourcing & delivery for multiple portfolios.
Service Delivery Manager
BG Group
London
11.2013 - 07.2016
- The project entailed the migration to BG Lync to Skype for business. It also included E2e project management role involving multiple sites.
- The project entailed the regression, automation, performance, web portal test activity on SAP It also included E2e test management role involving multiple sites.
- Successfully Lead the Delivery of Quality Assurance (Testing) and migration program. Have managed to release management cycles.
- Stakeholder management for BG group leadership.
- Responsible for defining and delivering the Transition plan for the engagement.
- Lead the Project Management Office- set up for the Core program.
- Managed project budget including estimates, actuals, forecasts, resourcing figures, variances, and corrective action.
- Produced risk assessments, program governance and communication plans and framework.
- Creation and execution of project plans, work breakdown structures, resource mobilization plan.
Education
Engineering - Computer Technology
Watumull Institute of Electronics Engineering And Computer Technology
Mumbai01.2000
Skills
- Service delivery management
- Customer relationship management
- Risk assessment and mitigation
- Financial oversight
- Contract negotiation
- Project coordination
Affiliations
- Corporate Social Responsibility
Accomplishments
- “WINNER of 2023 ISG Paragon Award for “Workplace of Future”.
Languages
English
Professional
Hindi
Professional
Marathi
Professional
Timeline
Service Delivery Manager
Downer Group Pty Ltd.
01.2019 - Current
Service Delivery Manager
Woodside Energy
08.2016 - 01.2019
Service Delivery Manager
BG Group
11.2013 - 07.2016
Engineering - Computer Technology
Watumull Institute of Electronics Engineering And Computer Technology
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