Nagalakshmi Bhavanam
Courbevoie
Summary
Service Delivery Manager with extensive experience at Solvay, excelling in SAP authorization management. Proven track record in implementing cost-saving automation and enhancing service quality. Strong communicator and problem-solver, dedicated to achieving high customer satisfaction and operational excellence.
Overview
15
15
years of professional experience
Work History
Service Delivery Manager
Solvay
Paris
03.2023 - Current
- Ensured SLA compliance and maintained service delivery quality standards.
- Implemented continuous improvement processes to reduce costs and improve service quality.
- Managed budgets & vendor opearations for service delivery, ensuring optimal use of resources and cost control.
- Managed communications between internal teams and external customers regarding the services offered.
- Regular monitoring of KPIs and making sure there are no aging tickets.
- Roles creation for Quality Management & Industrial authorizations
Customer / Support Delivery Manager
Wipro Pvt Ltd , Project : Eastee Lauder
Chennai
07.2021 - 02.2023
- Manage the customer relations on all phases of project
- Involved in Executive meetings with Customers to clear process gaps & make sure zero compliance
- Prepared SOP for all repetitive tasks which results in reducing tickets flow
- Regular connect with team to understand the gaps and support them technically and also provide the solution for process improvements
- Executing Monthly and IT Audit reports (External & Internal)
- Proposed CSI's and Automations which benefit customers in terms of revenue, automated process and improved user experience
- Given extended support for GRC issue
Project Lead
Cognizant Technology Solutions , Project :PepsiCo
Chennai
02.2018 - 06.2021
- Coordinated with Business users from multiple locations on SAP authorization issue
- Worked in SAP ECC, BW, BOBJ, BPC, HANA HANA-related authorization requests
- Lead the regular weekly calls with Customer and provided project status & upcoming activities
- Providing remarkable support in project in terms of gaining Customer Satisfaction, Project deliverables, Avoiding Escalations
- Suggested Automation for receptive activities in AMENA Ex .Active users , Temp role deletion , Password reset at a time in all systems Etc Which results in reduction of tickets and revenue saving
Team Lead
NTTDATA Global Innovator
Chennai
09.2011 - 12.2017
- Created roles and users, Troubleshooted and fixed authorization issues
- Created 700+ users in quality and production server using SECATT script
- BW Authorization issue and Analysis Authorization creation
- Audit Reports and SOD Checks using GRC and VIRSA
- Managed the Security side of all Dev/Quality and Production servers of SAP system with zero security violations
- Support on GRC workflow issues, creation of BRF+ based on client requirement
- Support on Implemention on GRC AC 10.0 ,12.0
Quality Assurance Analyst
Defence Electronics Research Laboratory
Hyderabad
08.2010 - 02.2011
- Testing for Digital frequency and Antenna Unit, Designing the Active filters for simulation
- Designed project simulation programs using MATLAB application
Education
Bachelor of Engineering (BTECH) -
01.2009
Skills
- SAP GRC AC 101 ,102
- SAP ECC AUTHORIZATION
- SAP BW/BOBJ Security
- SAP HANA Security
- SAP BTP SECURITY
- SAP FIORI
- Service Now
- JIRA ,Certido & Helix platform
Visa Status
French work permit
Timeline
Service Delivery Manager
Solvay
03.2023 - Current
Customer / Support Delivery Manager
Wipro Pvt Ltd , Project : Eastee Lauder
07.2021 - 02.2023
Project Lead
Cognizant Technology Solutions , Project :PepsiCo
02.2018 - 06.2021
Team Lead
NTTDATA Global Innovator
09.2011 - 12.2017
Quality Assurance Analyst
Defence Electronics Research Laboratory
08.2010 - 02.2011
Bachelor of Engineering (BTECH) -
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