Arunkumar Sethuraman

Senior Delivery Manager – UK Home Office – Integration services (Nov 2022 till date)

• Deliver successful outcomes through Application modernisation, Digital transformation and Cloud technologies
• Drive successful programmes by employing Agile methodology and Scrum / Kanban principles
• Be the customer escalation point and lead a complex delivery team of 25 members (including Delivery Leads, BAs, Architects, Dev/QA and DevOps) worth £10m (3Y) in a multi-vendor customer engagement
• Ensure the necessary quality standards, best practices and governance is followed throughout the project lifecycle
• Responsible for PI planning and managing the delivery roadmap by liaising with the product owners
• Prepare and present the delivery governance reports and chair quarterly service workshops with the customer
• Oversee the work of underlying delivery leads; provide support and guidance
• Lead, mentor and motivate the team; ensure their aspirations are met
• Focus on pre-sales, organic business growth; support proposals and bid response

Delivery/Engagement Manager - UK Ministry of Defence – Datawarehouse & Application Support (Mar 2020 till Nov 2022)

• Accountable for revenue (£3m per year) & profit of the account. Lead a team of 21 members.
• Ensure the SLAs, KPIs and the balance scorecard criteria are met each month; 100% SLAs achievements since Mar’20
• Responsible for customer delivery pipeline, roadmap, resourcing forecast etc.
• Significant projects delivered include MySeries suite of mobile apps (MyHealth, MyExpenses, MyPay etc) rolled out to ~200k on-field personnel to enable them to access and submit operational requests remotely
• Chair external/internal service review meetings and act as a point of escalation for the customer
• Pre-sales proposal & bid support for new business development within & outside the account scope

Service Delivery Manager - Morses Club (MCL), UK Limited – Application support and development services (Mar 2020 till Nov 2022)

· Managed 24x7 Level2/Level3 Teams (15 members) that support critical loan processing systems for the 2nd largest home credit provider in the UK (~250k customers)

· Delivery escalation contact for Major Incidents; Managed supplier performance and ensure SLAs & KPIs are met

· Delivered service improvements resulting in (~£250K) savings including improved user experience for end customers on the client account portal

• Supported the new Integrated services platform developed using latest AWS/Opensource technologies
• Managed critical EU exit services such as Tariff & Quota, Border Security Programme and Customs Declaration Services within the Messaging group
• Responsible for supporting the secured messaging formats and queues received from consumers and traders on VAT declaration while selling/buying goods across the border post EU exit
• Oversaw Service transition from project support to live operations ensuring service acceptance criteria are met
• Maintained and prioritised the development backlog for the Live services team
• Established and monitored KPIs in relation to service availability, High Priority Incidents, Change and Problem resolution

Delivery/Engagement Manager | Direct Line Insurance, UK

May 2017-January 2019

• Managed 24x7 Level2/Level3 teams (~30 Members) supporting 30+ mission critical applications incl. Claimcenter, Quote & Buy E-Commerce sites (including integration with 3rd party price comparison websites)
• Managed Platform/Application owner’s pipeline/roadmap and prioritised resource capacity against demand
• Set up service delivery model and streamlined Dev & Support processes
• Managed supplier performance and ensure SLAs & KPIs are met; Achieved contractual SLAs - 24 months in a row
• Responsible for setting up AppDynamics monitoring and migrating AM/AD services from Remedy to ServiceNow without service disruption
• Pre-sales, identify opportunities for new business development, deal conversion and contract creation

IT Delivery Manager – Oxford University Press – Platform & Content towers (Apr 2016 to May 2017)

• Defined scope of services (24x7 Level2/Level3), service catalogue, SLAs, KPIs and prepared SOWs (£10m) for the Platform & Content services
• Defined the service model in line with the customer expectation and the contractual agreements
• Identified and on boarded a team of 60+ members across geographies within 2 months
• Implemented ServiceNow as the strategic ITSM tool across all platforms as part of the transition
• Managed the service and licensing administration for a portfolio of about 150+ applications with a mixture of technologies, vendors and across business divisions and geographies
• Delivered Service improvements (as per contractual commitment) to the tune of £3m (min) over a period of 3 years
• Responsible for P&L and portfolio delivery (Managed Services - Dev, Test & Support Services) across 4 LOB’s
• Grew the account from £3m to £5m over a period of 4 years
• Directly responsible for pre-sales, proposals/pitches, client presentations, negotiations, and SOW creation
• Responsible for account strategy, opportunities, and resource planning
• Pre-sales proposal & bid support for new business development outside of account scope for other customers
• Managed a global team of 25 onsite and 60 offshore cross functional matrix teams (PMs, Developers, Analysts etc.)
• Chaired Delivery & Account review meetings at CXO levels and act as their trusted advisor and escalation contact
• As a line manager, motivated & mentored the team, understood their aspirations, conducted performance appraisals, and helped with their career progression

Delivery Lead - BNY Mellon, Ireland - Transfer Agency & Fund accounting (Jun 2008 – Apr 2011)

Delivery Lead - BNY Mellon, UK - Newton Investment Management (Mar 2006 – May 2008)

Developer - BNY Mellon, UK- UTAS Transfer Agency projects (Dec 2003 to Feb 2006)

Developer - Taxware (Mar 2003 to Nov 2003)

Developer - Ziff Brother Investments (Sep 2001 to Feb 2003)