Pavan Sasi Kaladhar Jatla
Hyderabad
Summary
Experienced and strategic service delivery manager with 10 years of experience leading high-performing teams and delivering impactful client solutions. Demonstrated ability to effectively manage multiple concurrent roles while excelling in each one. Proficient in business setup and scaling, driving transformational change through process excellence and automation. Proven track record in building strong client relationships, developing strategic roadmaps, and guiding clients through successful business evolution. Skilled in fostering a collaborative and high-performing team environment to achieve optimal results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Accenture Solutions Pvt Ltd
03.2023 - Current
- Led and managed a cross-functional team of 170+ agents and support staff across 7 diverse workflows, ensuring consistent service delivery and exceeding client expectations
- Drove 42% growth in project revenue by identifying and pursuing new business opportunities within existing client accounts
- Managed project financials, consistently maintaining a healthy contract controllable income
- Collaborated effectively with Strategy, Product, and Engineering teams to ensure seamless integration of new services and enhance customer satisfaction
- Led change initiatives to centralize global product insights from multiple vendors, establishing a single point of contact and streamlining communication
- Provided strategic guidance to the client on process management, influencing their approach and driving adoption of best practices
- Partnered with the client to develop and implement projects projected to deliver $6M in annual savings and an 18% reduction in workload
Business Advisory Specialist
Accenture Solutions Pvt Ltd
03.2022 - 03.2024
- Modeled business processes to identify strengths, weaknesses and opportunities for improvement
- Front-led teams for managing successful process operations & developing processes, plans, procedures, service standards for business excellence; successfully executed Lean Six Sigma initiatives as Business Excellence POC
- Steered automation using Cloud Computing Platforms such as AWS and Google Cloud Platforms
- Developed and implemented intelligent operations solutions to improve operational efficiency
- Created and put in place a monthly process to assess the organization's operational maturity
- Led the development and implementation of product features that resulted in increased user engagement
Operations Lead
Accenture Solutions Pvt Ltd
09.2019 - 03.2022
- Managed 80+ team members across 5 diverse workflows
- End-to-end operations management involving ramping up projects to leading delivery
- Championed change management efforts across organizational departments, assisting employees in adapting to new policies or procedures effectively.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential
- Coordinated cross-functional teams, fostering collaboration and ensuring timely completion of projects.
Team Lead
Accenture Solutions Pvt Ltd
10.2017 - 09.2019
- Managed and mentored team of 20 members to deliver exceptional service
- Evaluated team performance and provided constructive feedback to improve daily goal achievement
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Social Media Analyst
Accenture Solutions Pvt Ltd
12.2015 - 11.2017
- Provided exceptional customer service by responding to customer feedback and maintaining communications across social media platforms
Customer Service Associate
Amazon Development Center Pvt Ltd
04.2014 - 12.2015
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests
Education
Bachelor of Technology - Electrical and Electronical Engineering
01.2013
Skills
- Data-Driven Business Analysis
- Strategic Growth Planning
- Continuous Improvement Practices
- Streamlined Process Implementation
- Product Development
- Industry Research
- Project Oversight
- Requirements Analysis
- Effective Change Management
- Stakeholder Relations
- Operational Management
- Data Insights Generation
Certification
- Lean Six-Sigma Green Belt
- ITIL IV
Personal Information
Date of Birth: 07/06/92
Accomplishments
- Established support for 60+ products and defined performance benchmarks to drive continuous improvement.
- Successfully launched 40+ products and 100+ feature releases, driving rapid market adoption.
- Directed 50+ projects from inception to successful completion.
- Devised a highly effective strategy, achieving a 98% reduction in fraudulent support scams on a critical financial platform.
- Designed and deployed spam mitigation workflows for social communities, achieving a 96% reduction in spam content.
- Developed strategies and defined benchmarks for product support, resulting in a cohesive and consistent brand experience.
- Executed market research on 30+ products, driving international expansion into 13 new countries.
- Conducted in-depth market and competitor analysis for payment platforms, resulting in six interface enhancements and 14 strategic adjustments.
- Designed a Gen AI-driven consolidation strategy, resulting in a 21% reduction in operational costs via FTE optimization.
- Implemented social listening, driving an 11% increase in positive brand mentions through data-informed product and marketing strategies.
- Developed and implemented an automated user feedback insight tool, providing quarterly actionable intelligence to product teams.
- Led multiple cost optimization projects, significantly improving operational efficiency and support costs.
Timeline
Service Delivery Manager - Accenture Solutions Pvt Ltd
03.2023 - Current
Business Advisory Specialist - Accenture Solutions Pvt Ltd
03.2022 - 03.2024
Operations Lead - Accenture Solutions Pvt Ltd
09.2019 - 03.2022
Team Lead - Accenture Solutions Pvt Ltd
10.2017 - 09.2019
Social Media Analyst - Accenture Solutions Pvt Ltd
12.2015 - 11.2017
Customer Service Associate - Amazon Development Center Pvt Ltd
04.2014 - 12.2015
Jawaharlal Nehru Technological University - Bachelor of Technology, Electrical and Electronical Engineering
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