RHUTA JAKATE
Versailles
Summary
Delivery Lead Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Customer-focused professional with successful [Number]-year career in [Industry] sector. Dynamic successful applying [Skill] and [Skill] in busy business environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Associate Director
Accenture
12.2022 - Current
- Lead the Delivery excellence practice in France - , supervising daily performance as well as training and improvement plans.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
- Focus on problem jobs to recover & achieved 100% recovery rates. Improved project delivery & client relationship.
Service Delivery Senior Manager
Accenture
10.2017 - Current
- Overall Experience as SDM
- Responsible for making sure that services are being seamlessly delivered to the clients based on the contract scope
- Responsible for leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
- Planned and managed project lifecycles, from conception through final completion
- Managed third-party contracts to drive delivery of required services
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support
- Coordinated and led internal and external site team meetings
- Attended staff and client meetings and served as liaison to manage operations for account
- Implemented and supported Automation projects & transformation journey at client site
- Coordinated new hire recruitment, training and development
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars
- Facilitated completion of deliveries and verified all documentation
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- In addition to the role of an SDM, I have been deeply involved for the current role in transformation to cloud, transition & establishing the Run services from scratch for the client
- Establish transition & service introduction process for Run operations for the client & Accenture teams
- Address new scope requirements for the client & propose solutions, manage Change requests end to end
Associate Manager - Service Management
Accenture
09.2013 - 10.2017
- Responsible for end-to-end Process Governance to ensure that the operations run smoothly without any hindrance in the defined SLA
- Profile involves Problem Management, Incident Management, Change Management, SLA Analysis, and other aspects of Service Management such as interaction with Clients and Client Team, external and internal vendors
- Handling escalations and Ticket compliance auditing, Process Improvement, etc
- Responsible for end-to-end functioning of the Incident Management team, performance improvement & growth of resources in the team, and working on their performance appraisals
- Ensuring that all the Service Management processes are standardized & proactively highlighting & securing risks in the process
- Responsible for the end-to-end functioning of the French Speaking team, keeping a check on their client interactions, translations & overall French Communication
- Building & strengthening client relationships based on daily client interactions and managing client escalations
- Managing BCP situations
- Interviewing, hiring & enabling new resources to function & deliver
Messaging Engineer
Wipro Technologies
06.2011 - 06.2013
- Proved successful working within tight deadlines and fast-paced atmosphere
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Handled all technical L1 issues related to Messaging activities (Exchange server 2003, Blackberry, Good, Office Communicator, Enterprise Vault)
- Managed incidents & ensured no SLA breaches
- Managed critical client calls (in French & English)
- Translated documents from French to English and vice versa
- Coordinated with technical support groups (French Speaking) for issue resolutions
- Drafted communication in French in case of major incidents
Technical Helpdesk Engineer
Ness Global Services
09.2009 - 05.2011
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Served customers in a friendly, efficient manner following outlined steps of service
- Handling the IT Support of the client for all the operations across the globe through emails and calls in French & English
- Logging tickets, managing tickets & resolving issues for users globally
- Coordinating with L2/L3 teams for incident resolutions
- Handling all L1 technical queries for users across the globe
- Preparing Technical Troubleshooting Documents
- Translation of Technical Documents from French to English and vice-versa
- Performing Quality management for the team
Application Support Engineer
SunGard Technologies
03.2009 - 09.2009
French
VCustomer Services India Pvt. Ltd
05.2008 - 03.2009
Education
Master of Arts - Translation
Jawaharlal Nehru University
08.2008
Bachelor of Commerce - Bachelor of Commerce
Brihan Maharashtra College Of
08.2006
Skills
- Project management
- Strategic leadership
- Analytical thinking
- Coaching and mentoring
Certification
ITIL Intermediate
TOGAF
LANGUAGES
English Advanced
French Advanced
KEY ACHIEVEMENTS
- Enhanced Delivery Efficiency Improved project delivery time by 20% through seamless services.
- Automation Implementation Success Led automation projects saving 15% in operational costs.
- Boosted Client Satisfaction Increased client satisfaction rate to 95% via exceptional service.
- Cloud Transition Overhaul Oversaw transition to cloud, reducing server costs by 30%.
Timeline
Associate Director
Accenture
12.2022 - Current
Service Delivery Senior Manager
Accenture
10.2017 - Current
Associate Manager - Service Management
Accenture
09.2013 - 10.2017
Messaging Engineer
Wipro Technologies
06.2011 - 06.2013
Technical Helpdesk Engineer
Ness Global Services
09.2009 - 05.2011
Application Support Engineer
SunGard Technologies
03.2009 - 09.2009
French
VCustomer Services India Pvt. Ltd
05.2008 - 03.2009
Bachelor of Commerce - Bachelor of Commerce
Brihan Maharashtra College Of
Master of Arts - Translation
Jawaharlal Nehru University
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