KULANTHAIYAN CHELLAPPAN
Letterkenny
Summary
Results-driven professional with over 18 years of experience in IT Service Management. Seeking challenging opportunities to contribute to an organization's business potential and personal growth. Accomplished and certified in ITIL 4 (Managing Professional), ITIL 2011 (Expert), Lean IT (Leadership), IcAgile, and SIAM. Expertise in leading IT Service Operations, Delivery, Transition & Release Management. Deep understanding of IT Services Management and ITIL methods and processes. Skilled in strategic technology infrastructure planning, digital transformation, DevOps Release Management, Agile Release Management, and developing cost-effective solutions. Successfully led IT Service operations with an Opex of approximately $30 million, consistently delivering cost efficiency within allocated budgets. Managed a global service operations team of 400+ individuals, including vendors and internal IT professionals. Expert in leading cross-functional onshore and offshore support activities, delivering large-scale infrastructure, workplace, and application projects and solutions. Proactive approach to service level management ensures consistent quality of service. Strong record of successful program management, organizational leadership, ITIL-based service management, transitions, and timely project releases within budget constraints. Excellent communication skills to build and lead highly efficient teams, train technical personnel effectively, and convey complex concepts in understandable terms.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Manager, IT Service Operations & Delivery
AlterDomus
01.2022 - Current
- Ensuring Processes aligns with IT & Business Strategy
- Ensuring seamless and successful operations of IT Services and Service Desk
- Oversight of critical IT vendors and performance
- Accountable for the IT managed services by global service providers
- Manage a team of 400+ IT professionals across the globe including vendors
- Run the IT Service Operations with approx
- 30 million in Opex
- Working with Regulatory teams to ensure IT requirements are met
- Establishing cost effectiveness within Global IT Operations and Service Desk operations
- Budget, manage and oversee IT workplace procurement
- Establishing Enterprise Service Management Solution
- Ensuring Services transitioned to operations meets the operational criteria
- Ensuring effective and successful Day1 integration of Mergers & acquisitions
- Managing resources to meet daily delivery schedules within the operations teams
- Effectively managing multiple projects to ensure that they are delivered on time, within budget
- Ensuring effective operational risk management and mitigation
Product Development Manager - ITIL/ITSM
Ergo Group
10.2021 - 12.2021
- Managed ITIL/ITSM process lifecycle focusing on organizational readiness.
- Optimized the effectiveness and depth of ITIL methodologies.
- Aided pre-sales efforts for ITSM offerings.
- Directed full definition of ITSM services and solutions.
Senior Specialist, IT Service Mgmt.
TCS Ireland (TUPE)
12.2020 - 09.2021
Senior Specialist, IT Service Mgmt.
Pramerica Systems Ireland
01.2019 - 12.2020
Specialist, IT Service Mgmt.
Pramerica Systems Ireland
11.2015 - 12.2018
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Service Delivery Consultant
Hewlett-Packard, India
01.2007 - 10.2015
- Played an instrumental role in winning new business contracts by showcasing the company''s expertise in service delivery during client presentations and product demonstrations.
- Championed continuous improvement initiatives aimed at enhancing overall service delivery quality and client satisfaction levels.
- Provided comprehensive consulting services to clients, identifying opportunities for process improvement and cost savings.
- Effectively resolved escalations from clients or team members by taking prompt corrective actions while adhering to company policies and procedures.
- Mentored junior team members, fostering a collaborative work environment that encouraged professional growth.
- Conducted regular team meetings to discuss project status, address challenges, and brainstorm innovative solutions.
- Managed multiple projects concurrently, prioritizing tasks effectively to meet deadlines without compromising on quality standards.
- Continuously updated knowledge of industry trends and developments, applying insights gained to enhance service offerings for competitive advantage.
- Optimized resource allocation for better project management and timely completion of tasks.
- Enhanced customer satisfaction levels by promptly addressing concerns and providing tailored solutions.
- Collaborated with cross-functional teams to ensure seamless integration of services, achieving higher client satisfaction rates.
- Created detailed reports documenting project progress, enabling stakeholders to make informed decisions regarding resource allocation and future planning initiatives.
- Consistently met or exceeded performance targets set by senior management through dedicated efforts and adherence to best practices.
- Developed strong relationships with clients, maintaining open communication channels for smoother collaboration.
- Reviewed contractual agreements with clients, ensuring compliance with established terms and conditions while delivering high-quality services.
- Conducted thorough post-project analysis to identify lessons learned, best practices, and areas of improvement for future engagements.
- Implemented effective risk mitigation strategies to minimize disruptions in service delivery operations.
- Established performance metrics to monitor progress and identify areas for improvement in service delivery.
- Streamlined communication channels between various departments within the organization resulting in improved information sharing related to project updates or changes.
- Performed routine inspection and preventive care on assigned equipment and communicated defects and needed repairs to company personnel.
- Analyzed load-related documentation and completed and accurate records.
- Loaded and unloaded cargo to sustain integrity of goods delivered.
- Conducted daily mechanical, safety, and emergency equipment checks for optimal performance.
- Provided logs for working hours and vehicle service and repair status to meet state and federal regulations.
- Planned and adjusted routes for changing conditions with global positioning systems (GPS) equipment to minimize fuel consumption.
- Obtained receipts and signatures for confirmation of delivered goods.
Customer Support Representative
24/7 Customer Pvt. Ltd, India
01.2006 - 01.2007
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Supported department leadership in implementing new policies, procedures and controls.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Enhanced team productivity by implementing efficient project management strategies.
- Negotiated contracts with vendors, securing favorable terms that benefited the organization''s bottom line.
- Conducted thorough competitor analysis to identify and capitalize on market gaps, driving growth and competitive advantage.
- Reduced time to market for new releases by refining development pipelines and encouraging rapid prototyping.
- Facilitated team collaboration tools, improving communication and efficiency across departments.
- Developed strategic partnerships, expanding company's reach and facilitating entry into new markets.
- Negotiated high-value contracts to secure favorable terms and bolster company profits, leveraging strong relationship-building skills.
- Orchestrated successful product recalls, minimizing impact on customer trust and company image.
- Pioneered sustainability initiatives, reducing environmental impact while promoting corporate social responsibility.
- Coordinated with regulatory bodies to ensure compliance with industry standards, mitigating risk and safeguarding company's reputation.
- Conducted comprehensive market research to inform product development, ensuring alignment with customer expectations and trends.
- Enhanced team skill sets with targeted training programs, elevating overall productivity and project outcomes.
- Optimized supply chain operations, forging strong supplier relationships to ensure timely and cost-effective delivery of materials.
- Managed large-scale budgets, optimizing resource allocation to maximize operational efficiency and financial performance.
- Streamlined team workflow, implementing agile methodologies to significantly enhance project turnaround times.
- Spearheaded adoption of cutting-edge technologies, keeping company at forefront of industry advancements.
- Enhanced online presence through strategic digital marketing campaigns, increasing brand visibility and engagement.
- Led cross-functional teams to develop and launch new software products, achieving market recognition for innovation.
- Fostered culture of continuous improvement, leading by example and encouraging innovation at all levels.
- Delivered compelling presentations at industry conferences, positioning company as thought leader.
- Implemented robust data analysis practices to guide decision-making, enhancing product relevance and customer satisfaction.
- Improved client satisfaction by customizing service delivery approaches according to unique business needs.
- Followed all company policies and procedures to deliver quality work.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Created and managed project plans, timelines and budgets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Observed packing operations to verify conformance to specifications.
- Frequently inspected production area to verify proper equipment operation.
- Maintained database systems to track and analyze operational data.
Education
Bachelor of Technology - Information Technology
Anna University
06.2005
Skills
- IT Service Operations Management
- IT Service Management
- IT Financial & budget controls
- Vendor & Stakeholder Relations
- Value creation
- Customer Experience
- Compliance & Risk Assessment
- Technology Solutions & Resource Mobilization
- Lean Principles & Practices
- Process & Resource Optimization
Websites
Certification
- ITIL 2011 Expert (Capability Modules)
- ITIL4 Managing Professional
- Lean IT Leadership
- IcAgile Foundation
- SIAM Foundation
- ISO 20K foundation & COBIT 4.1 (not maintained)
- Cloud Foundation
Languages
Fluent in English
Fluent in Tamil
Fluent in Kannada
Basics in German
Basics in Spanish
Global Exposure
- Experience of working in India and Ireland
- Interacted with clients and teams from all regions (EMEA, APAC and North America)
Overall Responsibilities
- Ensuring Processes aligns with IT & Business Strategy
- Ensuring seamless and successful operations of IT Services and Service Desk
- Oversight of critical IT vendors and performance.
- Accountable for the IT managed services by global service providers
- Manage a team of 400+ IT professionals across the globe including vendors.
- Run the IT Service Operations with approx. 30 million in Opex.
- Working with Regulatory teams to ensure IT requirements are met.
- Establishing cost effectiveness within Global IT Operations and Service Desk operations.
- Budget, manage and oversee IT workplace procurement.
- Establishing Enterprise Service Management Solution
- Ensuring Services transitioned to operations meets the operational criteria.
- Ensuring effective and successful Day1 integration of Mergers & acquisitions
- Managing resources to meet daily delivery schedules within the operations teams.
- Effectively managing multiple projects to ensure that they are delivered on time, within budget
- Ensuring effective operational risk management and mitigation
Key Accolades
- Providing guidance to team members on company goals and policy
- Delegating tasks and responsibilities to appropriate personnel
- Driving Continuous Improvement
Mobility
Irish Citizen, Willing to join within 2 months (Negotiable), Possess no bond with current employer.
Best Time To Call
Any Time
References
Available upon request
Timeline
Senior Manager, IT Service Operations & Delivery
AlterDomus
01.2022 - Current
Product Development Manager - ITIL/ITSM
Ergo Group
10.2021 - 12.2021
Senior Specialist, IT Service Mgmt.
TCS Ireland (TUPE)
12.2020 - 09.2021
Senior Specialist, IT Service Mgmt.
Pramerica Systems Ireland
01.2019 - 12.2020
Specialist, IT Service Mgmt.
Pramerica Systems Ireland
11.2015 - 12.2018
Service Delivery Consultant
Hewlett-Packard, India
01.2007 - 10.2015
Customer Support Representative
24/7 Customer Pvt. Ltd, India
01.2006 - 01.2007
Bachelor of Technology - Information Technology
Anna University
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