Somnath Saha
Melbourne,Australia
Summary
Motivated Service Delivery Manager with 20+ years of overall experience, recommending business improvements that result in opportunities. An expert in promoting efficiency methods that provide cost savings.
Result-driven Service Resiliency Manager with experience in managing complex projects, optimizing service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.
Creative individual with an extensive background in outage response handling, Major incident management & Problem Management. A bilingual Service Delivery Manager with the outlook of a visionary leader to plan and develop innovative solutions that solve problems.
Overview
21
21
years of professional experience
Work History
Service Availability & Reporting Manager
Accenture
Melbourne, VIC
08.2022 - Current
- Developed and implemented service delivery strategies to ensure customer satisfaction.
- Governance for all customer facing critical reporting for client encompassing ACCC compliance.
- Refinement and optimization with implementation of methodical Problem Management and Lean exercises.
- Quality Assurance: Developed and implemented reporting procedures to ensure accuracy of data.
- Created comprehensive reports on various aspects of service delivery performance for executive review.
- Managed a team of service delivery professionals to ensure timely completion of projects.
Service Delivery & Iteration Manager
Accenture
Bangalore, Karnataka
05.2017 - 08.2022
- Developed and implemented project plans, schedules, budgets, and control systems to ensure successful completion of 17 projects.
- Managed the development of project deliverables in accordance with established quality standards.
- Ensured SLA compliance and maintained service delivery quality standards.
- Developed and implemented strategies to improve customer satisfaction levels.
- Established relationships with external stakeholders to support service delivery operations.
- Created reports on service delivery metrics and presented them in governance forums.
- Reviewed existing service level agreements and proposed changes when necessary.
- Implemented strategies for continuous improvement of services based on customer feedback data.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Conducted regular service reviews with clients to gather feedback and discuss future needs.
IT Command Centre Manager
Accenture
Bangalore, Karnataka
04.2015 - 04.2017
- Setup pilot IT command center operations.
- Automation and optimization of overall Event Management volumes.
- Maintained detailed records of system activity, including incident reports and logs.
- Performed troubleshooting tasks to identify root causes of malfunctions or errors.
- Ensured compliance with security protocols and policies in order to protect data integrity.
Service Management Lead
Accenture
Bangalore, Karnataka
07.2013 - 04.2017
- Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Analyzed incident data to identify trends and root cause of problems.
- Identified, documented and tracked incidents, problems and requests.
- Developed and implemented problem management processes and procedures.
- Implemented Knowledge Management with effective metadata.
System Administration
Accenture
Bangalore, Karnataka
02.2009 - 07.2013
- Developed and implemented procedures for system administration, security, user access, backups and data recovery.
- Installed, configured, and maintained Windows Server operating systems.
- Performed system upgrades to hardware and software components of the server environment.
- Implemented virtualization technologies like Hyper-V for resource allocation optimization.
System Operation Lead Specialist
IBM India Private Limited
Bangalore, Karnataka
08.2005 - 01.2009
- Maintained user accounts and security policies in Active Directory.
- Monitored server performance using tools such as Task Manager, Performance Monitor, Event Viewer.
- Deployed remote desktop services for end-users' access to resources from multiple locations.
- Resolved network issues by troubleshooting DNS, DHCP, WINS, TCP, and IP protocols.
Technical Support Engineer
IBM
Gurgaon, Haryana
07.2003 - 07.2005
- Provided technical assistance to users remotely, via phone or email.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Assisted in the setup of new computers with appropriate operating systems, software applications, and peripheral devices.
- Implemented security measures such as antivirus protection to protect against malicious attacks.
- Ensured compliance with corporate policies related to data security standards.
Education
Certified Scrum Master -
Scrum Alliance
01-2019
ITIL Foundation -
ITIL Foundation
Bangalore08-2012
Microsoft Certified System Administrator -
Microsoft
01-2012
Bachelor of Engineering - Computer Science
Oriental Institute of Science & Technology
Bhopal, India06-2005
Skills
- Agile coach
- Iteration Manager
- Service Resilience Expert
- Service Delivery Manager
- ITIL expert
- Service Availability Manager
- Problem Management
- Major Incident Manager
- Client Relationship Management
- Wintel Administrator
- Risk Manager
- IT Command Center Manager
- Transition Manager
- Quality & Assurance Management
Timeline
Service Availability & Reporting Manager
Accenture
08.2022 - Current
Service Delivery & Iteration Manager
Accenture
05.2017 - 08.2022
IT Command Centre Manager
Accenture
04.2015 - 04.2017
Service Management Lead
Accenture
07.2013 - 04.2017
System Administration
Accenture
02.2009 - 07.2013
System Operation Lead Specialist
IBM India Private Limited
08.2005 - 01.2009
Technical Support Engineer
IBM
07.2003 - 07.2005
Certified Scrum Master -
Scrum Alliance
ITIL Foundation -
ITIL Foundation
Microsoft Certified System Administrator -
Microsoft
Bachelor of Engineering - Computer Science
Oriental Institute of Science & Technology
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