Communication
Dharamveer Sharma
Senior Service Delivery Manager
Summary
Dynamic Service Delivery Manager at CTC Global Pte. Ltd., recognized for optimizing service delivery and enhancing client satisfaction. Expert in stakeholder management and cross-functional collaboration, I developed strategies that improved response times and project completion rates, while leading training workshops to elevate team performance and ensure adherence to quality standards.
Overview
13
13
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Service Delivery Manager
CTC Global Pte. Ltd.
09.2021 - Current
- Spearheaded service delivery initiatives, optimizing operational efficiency and enhancing client satisfaction through streamlined processes.
- Developed comprehensive service delivery strategies, significantly improving response times and project completion rates across teams.
- Collaborated with cross-functional teams to implement service level agreements, ensuring adherence to quality standards and client expectations.
- Managed stakeholder relationships, effectively addressing concerns and fostering collaboration to drive service improvement initiatives.
- Analyzed service delivery metrics to identify trends, enabling proactive adjustments to enhance service quality and operational performance.
- Led training workshops for team members, enhancing their skills and ensuring alignment with best practices in service delivery.
- Coordinated with external vendors to improve service offerings, facilitating seamless integration of new tools and technologies.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Supervised operations of 24-hour customer service desk staffed by 25 team members.
Project Manager
PCCW Solutions
01.2018 - 09.2021
- Led cross-functional teams to successfully implement project plans, ensuring timely deliverables aligned with stakeholder expectations.
- Streamlined project workflows by integrating Agile methodologies, enhancing team collaboration and overall project efficiency.
- Facilitated risk management processes, identifying potential issues early to mitigate project delays and maintain budget compliance.
- Mentored junior project managers, providing guidance on best practices and fostering a culture of continuous improvement.
IT Project Manager
HCL Insys
05.2015 - 01.2018
- Led cross-functional teams to implement Agile methodologies, improving project delivery timelines and enhancing team collaboration.
- Managed project scope and requirements through effective stakeholder communication, ensuring alignment with business objectives and user needs.
- Developed and maintained project plans using Jira, optimizing resource allocation and tracking progress to meet critical deadlines.
- Facilitated regular project status meetings, fostering transparency and ensuring all team members were informed of project developments.
Senior Technical Writer
ESmart Systems Pvt. Ltd.
12.2015 - 05.2017
- Developed comprehensive documentation for software applications, enhancing user understanding and reducing support queries.
- Collaborated with cross-functional teams to create and maintain technical manuals, ensuring accuracy and clarity.
- Led documentation projects using Agile methodologies, improving workflow efficiency and project delivery timelines.
- Conducted thorough reviews of technical content, resulting in improved documentation quality and consistency across products.
Technical Writer
WebLink
09.2014 - 12.2015
- Developed comprehensive user documentation and guides, enhancing user understanding and product adoption across multiple platforms.
- Collaborated with cross-functional teams to gather technical information, ensuring accuracy and clarity in documentation deliverables.
- Conducted thorough reviews of technical content, identifying areas for improvement and streamlining documentation processes for efficiency.
- Implemented a standardized template for all technical documents, resulting in a cohesive and professional presentation across all materials.
Application Engineer
Appy Pie
02.2013 - 05.2015
- Developed and implemented innovative application solutions, improving user experience and system performance across multiple projects.
- Collaborated with cross-functional teams to gather requirements, resulting in streamlined processes and enhanced application functionality.
- Led troubleshooting efforts to resolve critical application issues, minimizing downtime and ensuring uninterrupted service delivery.
- Managed the full software development lifecycle, from concept to deployment, increasing project efficiency and adherence to timelines.
Education
PMP - PMP
PMI
USA 04.2001 -
Bachelor of Technology - Information Technology
Lovely Professional University
Punjab India 04.2001 -
Skills
Service delivery optimization
Client satisfaction enhancement
Stakeholder management
Cross-functional collaboration
Process improvement
Service level agreements
Escalation management
Team leadership
Project planning
Risk management
Agile methodologies
Software
Project Implementation
Project Management
Delivery Optimization
Leadership
AI Prompts and Tools
Office, Project Planner, Visio
Certification
PMP
Timeline
Service Delivery Manager
CTC Global Pte. Ltd.
09.2021 - Current
AWS Associate
03-2021
Scrum Master
10-2020
PMP
09-2020
Project Manager
PCCW Solutions
01.2018 - 09.2021
Senior Technical Writer
ESmart Systems Pvt. Ltd.
12.2015 - 05.2017
IT Project Manager
HCL Insys
05.2015 - 01.2018
Technical Writer
WebLink
09.2014 - 12.2015
Application Engineer
Appy Pie
02.2013 - 05.2015
PMP - PMP
PMI
04.2001 -
Bachelor of Technology - Information Technology
Lovely Professional University
04.2001 -