Hi, I’m
Lijo George
Service Delivery Manager
West Drayton,Greater London
Summary
Decisive Service Delivery Manager competent in monitoring progress, tracking KPIs and managing budgets. Demonstrated history in building strong relationships with teams and stakeholders to enable dialogue between departments. Consistently leads both physical and virtual teams in achieving company goals.
Overview
20
years of professional experience
Work history
Tata Consultancy ServicesKochi, India
Service Delivery Manager
05.2024 - 06.2025
Job overview
- Overall accountability of teams' and process performance
- Ensuring business metrics/KPIs are met as per SOW
- Evaluating business requirements and lead performance improvement initiatives
- Training and competency development of the team
- Coordination with interconnected departments on necessary issues
- SOW / Contract management
- Provide feedback, coaching, and improvement plans to team
- Manage escalations where appropriate
- Managing team size of 30 members (PAN India)
Tata Consultancy ServicesKochi, India
Business Analyst
11.2023 - 03.2024
Job overview
- Collaborating with client for understanding requirements.
- Documentation of requirement with acceptance criteria.
- Experience of working in waterfall method.
Tata Consultancy ServicesKochi, India
Technical Lead
01.2018 - 10.2023
Job overview
- L1 support - Monitoring multiple applications like Graphite, Dynatrace to detect abnormalities if any and reporting to L2/L3 team for troubleshooting.
- Analysis of data as per customer requirements and working with development team for the changes.
- Automation of possible daily activities and reports by working with developers.
- Reviewing and publishing daily health check report.
- Preparing Standard Operating Procedure user manuals for 'Business as Usual'
- Managing the performance of automated application monitoring to maintain delivery goals while resolving conflicts and blockers.
- Leading 16-member team and conducting timely performance appraisal of team members.
- Conducting team meetings and resolving concerns / issues of team members.
Tata Consultancy ServicesMumbai/Chennai, India
Assistant Manager
06.2010 - 11.2018
Job overview
- Worked as Assistant manager designation for Citibank back operation in Trade Finance export payments supporting EMEA and US regions.
- Authorizing SWIFT payments MT103, MT202 through CHIPS, FEDWIRE, SEPA, EBA, CHAPS.
- Gathered Business requirements through surveys and interacting with Project Managers.
- Hands-on experience in conducting requirement validation, impact analysis and support user acceptance testing and go-live activities.
- Prepare Business Continuity Plan, conduct timely performance appraisal of team members and mentoring new joiners.
Scope International Private LimitedChennai, India
Senior Officer
10.2007 - 05.2010
Job overview
- Worked as Senior Officer role for Standard Chartered Bank, back operation in Trade Finance export payments supporting US region.
- Authorizing SWIFT payments MT103, MT202 through CHIPS, FEDWIRE.
- Mentoring fresh trainees.
ABN AMRO Central Enterprise Services LtdChennai, India
Officer
01.2005 - 10.2007
Job overview
- Worked as an officer designation for ABN AMRO bank back operations.
- Experienced in cross border payments investigation.
- Investigating on cases related to Beneficiary Claim Non-Receipt of funds, Return of Payment, making back valuation/forward valuation of payments based on request from customers.
Articled Clerk
09.2000 - 09.2003
Job overview
- Undergone training as an articled clerk as per CHARTERED ACCOUNTANTS ACT from the period September 2000 – September 2003 which involved vouching, Verification of Bank Reconciliation, Preparation of Trial Balance, P&L A/C & Balance Sheet and Bank Audit.
Education
Calicut University
Bachelor of Commerce
Jain University
Master of Business Administration from Systems & Operations
Skills
- Requirements Gathering
- SQL query writing
- Data analysis
- Leadership
- Power BI
- People management
- Customer negotiation
- Decisive decision-making
- Contractual agreement execution
- IT infrastructure understanding
Custom
- Requirements Gathering
- SQL query writing
- Data analysis
- Leadership
- Power BI
- People management
- Certification in Agile Way of Working Foundation
- Certification in General Banking
Timeline
Service Delivery Manager
Tata Consultancy Services
05.2024 - 06.2025
Business Analyst
Tata Consultancy Services
11.2023 - 03.2024
Technical Lead
Tata Consultancy Services
01.2018 - 10.2023
Assistant Manager
Tata Consultancy Services
06.2010 - 11.2018
Senior Officer
Scope International Private Limited
10.2007 - 05.2010
Officer
ABN AMRO Central Enterprise Services Ltd
01.2005 - 10.2007
Articled Clerk
09.2000 - 09.2003
Calicut University
Bachelor of Commerce
Jain University
Master of Business Administration from Systems & Operations
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