Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic

Samson Sudershanam

Sydney,NSW

Summary

IT Service Delivery Management professional, certified ITIL v3 Expert with experience in IT Service Delivery / Service Management and aligned to ITIL. Experience working with clients in finance, distribution, and media sectors, working with Westpac, IBM, WPP, Diageo and General Electric (GE), with service excellence, customer-centric and quality focused approach. Excellent interpersonal skills, ability to relate to people at any level of business, quickly adapt to changing business needs to resolve operational challenges.

Overview

22
22
years of professional experience
1
1
Certification

Work History

IT Service Manager

Westpac Group
10.2017 - 11.2023
  • Facilitated Post Incident Reviews (PIR) to investigate Root Cause, identified risks, Preventive Corrective Actions (PCA)
  • Drafted PIR reports for formal governance forums, ensuring issues and risks are articulated clearly and presented to stakeholders (senior management and RBA)
  • Conducted deep dive analysis to identify systemic issues and drive service improvement activities
  • My responsibilities included governance of suppliers/partners and internal delivery teams.
  • Achievements
  • Led the transition of ITSM tool (from BMC Remedy ITSM to ServiceNow).
  • Established data analysis and visualisation (ServiceNow and Power BI).
  • Collaborated with key stakeholders/service owners to improve process inefficiencies and identifying technology challenges.
  • Collaborated with Westpac Crypto Services to improve Certificate Management Process, which resulted in ‘0’ certificate management related incidents.

Senior Manager, IT Service Desk

IBM
03.2015 - 08.2017
  • Led and managed the WPP Global IT Service Desk (75+ FTEs), reporting to the IT Director based in London, UK
  • Worked closely with the IT Director on defining the strategy and direction of IT Service Desk in delivering service to one of the largest projects/accounts
  • Responsible for Continual Service Improvement activities to identify areas of improvement and derive efficiency
  • Worked with other leadership team members in demonstrating trust, mutual dependency, support, and co-operation
  • Mentored, Coached, provided guidance and advice to IT Service Desk team in achieving business objectives/goals
  • Responsible for performance management, skill assessment and training, succession planning, career progression of the IT Service Desk team.
  • Achievements
  • Collaborated with senior management and led the transformation of IT Service Desk to align with ITIL processes.
  • Led the ‘Service Desk Institute (SDI) certification’ project for Kantar IT Service Desk in 2014.
  • Led transition of IT Service Desk (people, process, and tools) from Kantar IT to IBM, as part of outsourcing in 2015.
  • Led ‘shift-left’ project improving Knowledge Management, which resulted in reduction of contacts to IT Service Desk, reduction in ‘cost per incident’ and improved overall user satisfaction.
  • First Contact Resolution target maintained consistently >85%
  • Customer survey satisfaction results target maintained consistently >90%

Senior Manager, IT Service Desk

Kantar/WPP
02.2011 - 02.2015
  • Led and managed the WPP Global IT Service Desk (75+ FTEs), reporting to the IT Director based in London, UK
  • Worked closely with the IT Director on defining the strategy and direction of IT Service Desk in delivering service to one of the largest projects/accounts
  • Responsible for Continual Service Improvement activities to identify areas of improvement and derive efficiency
  • Worked with other leadership team members in demonstrating trust, mutual dependency, support, and co-operation
  • Mentored, Coached, provided guidance and advice to IT Service Desk team in achieving business objectives/goals
  • Responsible for performance management, skill assessment and training, succession planning, career progression of the IT Service Desk team.
  • Achievements
  • Collaborated with senior management and led the transformation of IT Service Desk to align with ITIL processes.
  • Led the ‘Service Desk Institute (SDI) certification’ project for Kantar IT Service Desk in 2014.
  • Led transition of IT Service Desk (people, process, and tools) from Kantar IT to IBM, as part of outsourcing in 2015.
  • Led ‘shift-left’ project improving Knowledge Management, which resulted in reduction of contacts to IT Service Desk, reduction in ‘cost per incident’ and improved overall user satisfaction.
  • First Contact Resolution target maintained consistently >85%
  • Customer survey satisfaction results target maintained consistently >90%

IT Service Delivery Professional

Diageo
06.2010 - 02.2011
  • Managed IT Service Delivery, supplier/vendor governance, SLA management, issue, and risk management.
  • Achievements
  • Led process improvements and aligned IT Services to ITIL .
  • Improved Change Management process, which resulted in 25% reduction in Critical Incidents.

IT Service Delivery Manager

IBM
08.2007 - 06.2010
  • Managed IT Service Delivery for one of the biggest clients of IBM
  • Responsibilities included account(client) financial management, stakeholder management, governance, IBM and client compliance adherence, issue, and risk management.
  • Achievements
  • Managed the project to commission the first ‘Client Command Centre’ of IBM, which included co-location of resources from service management and technical teams for better co-ordination, command and control of incidents and issues.
  • Developed high performance teams to ensure, efficient and effective delivery of service to business objectives.
  • Led continuous improvements activities, in collaboration with onshore and offshore teams.
  • Consistent SLA targets attainment facilitating in new business/client onboarding.

Operations Lead

IBM
07.2004 - 07.2007
  • Led the Incident, Problem and Change Management team in a managed shared services model
  • Process SME, and single point of contact for escalations and issues.
  • Achievements
  • Established and improved Knowledge Base which helped in effective Incident management.
  • Trained the new hires and facilitated refresher training.

Technical Support Analyst

GE/GENPACT
06.2001 - 07.2004
  • Provided (L1) technical support to the clients of GE/GENPACT.

Education

Skills

  • IT Service Delivery Management
  • ITIL Service Management
  • Continual Service Improvement
  • Issue and Risk Management
  • Service Level Management (SLM)
  • Governance and Compliance
  • Project Management
  • Stakeholder Management
  • Vendor/Supplier Management
  • Data Analysis, Visualisation and Reporting

Websites

Certification

  • ITIL v3 Expert
  • ITIL v4 Foundations
  • ITIL Continual Service Improvement
  • ISO IEC 20000
  • PRINCE2 Practitioner
  • COBIT 5 Foundation

References

References available upon request.

Timeline

IT Service Manager

Westpac Group
10.2017 - 11.2023

Senior Manager, IT Service Desk

IBM
03.2015 - 08.2017

Senior Manager, IT Service Desk

Kantar/WPP
02.2011 - 02.2015

IT Service Delivery Professional

Diageo
06.2010 - 02.2011

IT Service Delivery Manager

IBM
08.2007 - 06.2010

Operations Lead

IBM
07.2004 - 07.2007

Technical Support Analyst

GE/GENPACT
06.2001 - 07.2004

Similar Profiles

CREATE PROFILE
Samson Sudershanam