Pritish Paniyadi
IT Service And Project Delivery
Sydney
Summary
With over 15 years of experience in my career, I have honed my proficiency in Service Management and its various functions. My extensive knowledge and hands-on experience in Service Management and IT technology allow me to consistently deliver value to customers by optimizing efficiency and driving growth through streamlined service processes.
Overview
17
17
years of professional experience
Work History
IT Project Manager
Tata Consultancy Services Ltd
5 2022 - Current
- Manage multiple simultaneous projects with minimal scope creep and deviation from project schedule
- Followed Agile and Waterfall approach in delivering all projects
- Engaged with all types of stakeholders by first identifying them, bucketing them as per their interests and power/influence and tailoring communication methods and documents as per their classification
- Identified key opportunities to improve customer experience by developing relationship with key stakeholders via meetings and then understanding their pain points and/or strategic goals
- Engage with cross functional teams by identifying and defining clear roles and responsibilities of team members
- Governed engaged via regular meetings
- Produce and maintain project documents – project charter, project plan, RAID, RTM, Mentored team members by providing guidance and support in their activities, sharing experiences, constructive feedback and active listening
- Lead Business Analysis activities for projects
- Performed Risk Management via traditional methods – Identifying, Qualifying, Prioritizing and Tracking
- Managed Conflicts in projects by performing SWOT analysis
- Carried out Financial Management of project by adhering to Organizations RR metrics and tracking project finance by calculations such as Actual Cost (AC), Planned Value(PV) and Cost Variance(CV)
- Other Activities: Scope Management, Quality Assurance, Resource Allocation, Documentation, Continuous Improvement, Time Management, Conflict Resolution, Transition/Change Management, Post-Implementation Review.
- Led and managed staff of 5 team members engaged in administering complex IT infrastructure
IT Service Delivery Manager
FujiFilm CodeBlue Australia
03.2021 - 01.2022
- Focus on customer experience was my primary responsibility
- Identified areas impacting customer experience by interviewing key stakeholders, Analyzing customers feedback and survey responses and analyzing ticket data
- Customer retention and customer satisfaction
- Create and maintain technology roadmap for the customers
- Identify and manage the infrastructure and process related risks and maintain a risk register for customers
- Validate service delivery against contractual agreement
- Identify sales opportunities and drive them to closure
- Ensure 100% participation from customers on surveys
- ITIL Consulting for team in Japan
- Initiated and Setup the Critical Incident Management and Problem Management process
- Lead transition activities for new customers – infra scanning, building CMDB, setting up management and monitoring agents on customer infra, preparing customer KB, go-live activities
- Engage with internal Service operations team on customer expectations, escalations and appreciations
- Related Activities: SLA management, Contract Management, Configuration management, Project Management, Strategic Engagement, Service Management, Continual Service Improvement, problem management.
IT Service Manager
Brennan IT Pvt Ltd
05.2015 - 06.2020
- Improve customer experience, customer retention and customer satisfaction
- Create and maintain technology roadmap for the customers
- Identify and manage the infrastructure and process related risks and maintain a risk register for customers
- Validate service delivery against contractual agreement
- Identify sales opportunities and drive them to closure
- Ensure 100% participation from customers on surveys
- Lead transition activities for new customers – infra scanning, building CMDB, setting up management and monitoring agents on customer infra, preparing customer KB, go-live activities
- Engage with internal Service operations team on customer expectations, escalations and appreciations
- Related Activities: SLA management, Contract Management, Configuration management, Project Management, Strategic Engagement, Service Management, Continual Service Improvement, problem management.
IT Service Desk Coordinator
MAN Diesel And Turbo
11.2013 - 06.2015
- Transition and Setup the 24/7 IT Service Desk at Offshore location
- Manage and lead the service desk operations
- Handling Level 2/3 technical escalations
- Create ITIL documentation and processes for IT Operations Co-ordinate activities with Global Service Desk team at Germany and Denmark Identify customer needs from IT team and introduce related services /processes
- Related Activities: Recruitment, Training, Stakeholder Management, Incident Management, Problem Management, Configuration Management, Reporting, ITIL Service Management, Continual Service Improvement, Service Operations
IT Site Lead
Hewlett Packard, HP
10.2011 - 11.2013
- Manage the IT Operations for a major telecom company site
- Related Activities: Incident Management, Problem Management, Stakeholder Engagement, Customer experience, Technical Support, Team Management, Service Operations, SLA management.
Technical Support / Manual Tester /Bid Management
Wipro Technologies
05.2007 - 06.2011
- In multiple roles – IT support, Customer Service, Automated Testing, Bid Management
Education
Skills
Accomplishments
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Timeline
IT Service Delivery Manager
FujiFilm CodeBlue Australia
03.2021 - 01.2022
IT Service Manager
Brennan IT Pvt Ltd
05.2015 - 06.2020
IT Service Desk Coordinator
MAN Diesel And Turbo
11.2013 - 06.2015
IT Site Lead
Hewlett Packard, HP
10.2011 - 11.2013
Technical Support / Manual Tester /Bid Management
Wipro Technologies
05.2007 - 06.2011
IT Project Manager
Tata Consultancy Services Ltd
5 2022 - Current
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