KRISHNAN MAHALINGAM
Edinburgh,United Kingdom
Summary
Experienced Service Delivery Manager and Agile development Lead with a proven track record of delivering complex software solutions across diverse platforms and technologies right from requirements gathering until post live support.
Strong delivery acumen with through understanding of agile methodologies/scrum values that enable influencing teams and drive empirical decision-making skills.
Experience of spearheading customer-centric business transformation initiative by implementing an Integrated Service Delivery Model principles while operating under reduced operational costs.
Devised and implemented a robust transition roadmap of Critical Business Process (CBP) applications starting from RFP phase until handover of primary support for wider range of applications across different technological flavours.
Architected numerous solutions to complex IT issues surrounding application performance, capacity management and technology risks across cross-functional teams.
Managed Risks, Assumptions, Issues, and Dependencies (RAID) throughout projects to ensure successful. delivery.
Overview
22
22
years of professional experience
2004
2004
years of post-secondary education
1
1
Certification
Work history
Global Service Delivery & Transformation Lead
Tata Consultancy Services - Llyolds Banking Group
Edinburgh
09.2017 - 01.2026
- Applied ITIL-based support model globally, decreasing incident resolution time by 20% and saving £50K YoY through automation and cross-skilling
- Devised two operating models enhancing management of over 150 people, processes, and technologies with a Build to Run approach focused on reliability engineering
- Developed an ITIL-based support model with global teams for rapid response. Improved customer satisfaction, reduced costs, and boosted efficiency
- Established governance frameworks and risk controls impacting operational resilience across global IT service delivery
- Diagnosed and resolved high-priority issues in a follow-the-sun 24/7 approach, collaborating across global teams
- Improved SLA adherence by 25% and customer satisfaction by 30% through defining and executing a comprehensive service delivery roadmap
- Budgeted support costs quarterly using Clarity and ServiceNow, establishing governance and risk controls to improve operational resilience
- Oversaw the delivery of a fully managed service with outcome based delivery
- Acted also as an Incident / Technical Recovery manager to resolve business critical incidents
Business Service Manager
Tata Consultancy Services - Llyolds Banking Group
Chennai, Edinburgh
05.2013 - 08.2017
- Managed a team of IT analysts and led 30 service engineers to ensure system stability and performance for a top UK financial services provider.
- Achieved a 95+% Batch Success Rate by resolving underlying issues, maintaining this standard for over a year.
- Planned and supported Disaster Recovery events, server patching, database checks, and identified automation opportunities.
- Executed key deliveries and coordinated team efforts while proposing initiatives for time and effort reduction, resulting in cost savings.
- Enhanced CMDB information quality and strengthened change management processes within ServiceNow.
- Authored ITIL process documentation to facilitate consistent training and upskilling, improving service delivery.
- Strengthened service introduction processes by engaging in early stages of release life cycle, reducing issues post-launch.
Senior Software Engineer
Tata Consultancy Services- Colruyt Retail & E-Commerce
Chennai
10.2010 - 04.2013
- Championed the E2E delivery of Enhancing, Modernizing, and maintaining inventory, order management systems to support omnichannel retail strategies
- Spearheaded the end-to-end development and implementation of a modernized batch cycle system, designed for seamless end-user interaction with minimal interlocks to other processes — resulting in a 35% improvement in order fulfillment speed across 250+ stores
- Created and implemented enhancements to inventory management modules using COBOL and DB2, increasing stock accuracy and reducing shrinkage
- Mentored a team of 20 mid/junior engineers and conducted code reviews to maintain high-quality standards
- Performed safeguards and audit trails in critical CICS online programs, improving compliance with SOX and internal controls
Software Engineer
Steria (Xansa) - Zurich Financial Services
Chennai, Swindon, Cheltenham
06.2004 - 09.2010
- Delivered essential and regulatory system enhancements for a UK’s financial service provider, ensuring timely and uninterrupted IT service delivery.
- Developed and maintained batch and online programs using COBOL, JCL, DB2, VSAM, and CICS, supporting end-to-end transaction processing in a high-volume environment.
- Orchestrated and executed test plans for new and modified programs, reducing post-deployment defects by 30%.
- Automated recurring batch processes, reducing manual intervention by 40%.
- Conducted performance tuning of DB2 queries and batch jobs to enhance system efficiency.
- Provided 24/7 on-call support for mission-critical batch cycles.
Education
Bachelors - Computer Engineering
Madras University
IndiaSkills
- Azure
- C/C
- CMDB
- Confluence
- Dynatrace
- ITSM
- GCP
- IBM DB2
- JIRA
- Kanban
- Microsoft Power BI
- Scrum
- Agile
- SDLC
- ServiceNow
- Six Sigma
- MS SQL
- DevOps
- O365 Tools
- Product Delivery
- UK Insurance
- Risk management, Team leadership, Process improvement
Accomplishments
- Reduced Total Cost of Ownership: Reduced TCO by 60% through Data migration and 100% decommissioning of legacy systems achieving 100% of Board Meetings
- Seamless Application Transition: Completed 300+ application transitions in 6 months with zero business disruption.
- Automation: Delivered Automation of repeatable tasks improving business SLA from 5 to 1 working day
- 100% System Upkeep: Carried out reliability engineering to cut errors, boosting headroom 40%, ensuring zero downtime.
- Green Service Performance: Consistently met 95% SLA and KPIs, achieving 100% Change Success Rate over 10 years for 300+ systems
- Data Migration Success: Migrated 4 million insurance policies in 7 phases to a secure SaaS platform.
Certification
- Azure Fundamentals
- ITIL Trained
Timeline
Global Service Delivery & Transformation Lead
Tata Consultancy Services - Llyolds Banking Group
09.2017 - 01.2026
Business Service Manager
Tata Consultancy Services - Llyolds Banking Group
05.2013 - 08.2017
Senior Software Engineer
Tata Consultancy Services- Colruyt Retail & E-Commerce
10.2010 - 04.2013
Software Engineer
Steria (Xansa) - Zurich Financial Services
06.2004 - 09.2010
Bachelors - Computer Engineering
Madras University