Madhavi Meenakshisundaram
Edinburgh,UK
Summary
Service Delivery Manager with expertise in monitoring progress, tracking KPIs, and managing budgets. Proven ability to foster strong relationships with teams and stakeholders, facilitating effective interdepartmental communication. Successfully leads both physical and virtual teams to achieve organizational objectives.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Service Delivery Manager
Tata Consultancy Services
Edinburgh, UK
11.2022 - Current
- Managed complete application lifecycle, ensuring compliance with service level agreements for 800 applications.
- Streamlined application update processes, minimising user impact and reducing deployment times.
- Directed all aspects of service operations to guarantee quality control and performance.
- Collaborated with IT security teams for regular compliance audits.
- Devised strategic plans for sustainable business growth.
- Instilled culture of continuous improvement within team to enhance performance.
- Designed training programmes for staff development and skill enhancement.
- Monitored performance metrics to identify optimisation opportunities, driving application improvements.
Transition Manager
Tata Consultancy Services
Chennai, India
10.2020 - 10.2022
- Fostered culture of continuous improvement, promoting professional development and knowledge exchange.
- Initiated strategic partnerships with external stakeholders to expand service offerings and enter new markets.
- Developed engagement strategies, achieving 30% increase in repeat business with key clients.
- Assessed risks of client engagements, implementing strategies to mitigate impact on project outcomes.
- Monitored engagement metrics, delivering insights for strategic decision-making and performance enhancements.
- Mediated conflicting interests during transitions, ensuring consensus among involved parties.
- Conducted post-transition reviews to identify improvement areas for future projects.
- Trained team members on updated procedures to ensure swift adoption and minimal downtime.
Projects Portfolio Lead
Tata Consultancy Services
Chennai, India
05.2017 - 09.2020
- Managed five projects within Application Support portfolios, ensuring timely deliveries through stringent quality processes.
- Collaborated with clients and onsite managers to define deliverable specifications.
- Prioritised bug resolution and assigned tasks for optimal workload distribution.
- Reviewed builds to confirm completion of IQA and EQA before delivery.
- Generated performance assessment reports and participated in PMRs and audits.
- Coordinated technical resources to enhance project collaboration.
- Conducted daily service reviews to monitor incident resolution progress, achieving SLA target availability of 99.
- Directed third-party support as needed to fulfil project requirements.
Application support specialist
Tata Consultancy Services
Bolton, Lancashire
04.2016 - 04.2017
- Coordinated on-site operations for streams ABR, EBR, Consolid8, eValu8, ELTO, and contributed to Finance, Query, and Settlement applications.
- Facilitated fixes for ABR BAU Team and supported Offshore BAU with minor enhancements.
- Established and monitored key performance indicators to align service delivery with organisational goals.
- Led crisis management initiatives during service disruptions to minimise impact on customers.
- Reviewed and updated service policies to ensure compliance with regulatory standards.
- Developed strategic plans for optimising administrative services and resource allocation.
- Managed deployment of software upgrades to improve user experiences.
Service Operations Lead
Tata Consultancy Services
Chennai, India
05.2013 - 03.2016
- Monitored application performance metrics, identifying trends to recommend improvements.
- Conducted root cause analysis on recurring issues, delivering effective long-term solutions.
- Resolved complex software issues through advanced troubleshooting techniques.
- Prioritised and managed multiple incidents, enhancing response efficiency.
- Documented technical procedures and user guides to expedite issue resolution.
- Reviewed application support documentation for improved accessibility.
- Reduced repeated incidents by 20% through automation.
- Delivered comprehensive training sessions to enhance user understanding of application features.
Operations analyst
Tata Consultancy Services
Chennai, India
10.2009 - 04.2013
- Executed configuration management planning and estimation while gathering requirements.
- Initiated changes in configuration management processes, ensuring implementation after stakeholder agreement.
- Developed new view structure in Clear Case for project release requirements.
- Maintained version control for codes and files, ensuring accuracy of CMDB.
- Configured test environments on UNIX servers through various deployment methods including FTP and SFTP.
- Administered UNIX systems on test servers, troubleshooting Linux and UAT server issues.
- Streamlined application deployment processes, reducing deployment time by 35% and increasing release frequency.
- Conducted daily health checks on production and test servers, resolving identified issues promptly.
- Prepared production implementation checklists, performed pre-implementation checks, and created packages for production support.
Education
Master of Science - Operations Research and Computer Applications
National Institute of Technology
Bachelor of Science - Mathematics
STET Women's College of Bharathidasan University
Mannargudi, Tamil Nadu, India 09.2004 - 08.2007
Skills
- ServiceNow and Jira
- Bug tracking and management
- Quality assurance tools
- SQL development
- Agile methodologies
- Project management
- Data privacy compliance
- Service level agreements
- Change control processes
- IT service management
- Continuous improvement
- Resource scheduling
- Transition management
- KPI monitoring
- Interpersonal communication
- Team leadership
- Microsoft Office Suite proficiency
- Flexible scheduling
- Emotional intelligence
- Time management
- Servant leadership style
- Dependability and accountability
Certification
- Project Management Professional, 2025
- ITIL V4 Foundation Certified, 2021
- Associate in General Insurance, 2017
- Agile Project Management Foundation, 2016
- Oracle Certified Associate (OCA) 9i, 2011
Accomplishments
- Streamlined application deployment processes , reducing deployment time by 35% and increasing release frequency.
- Achieved a 98% customer satisfaction score by ensuring that applications met or exceeded user requirements and expectations.
- Developed and implemented risk management strategies that minimized operational risks and ensured compliance with industry regulations.
- Played a key role in scaling applications , enabling the business to expand into new markets or verticals.
Languages
English
Fluent
Tamil
Native
Affiliations
In my free time, I'm passionate about cultural exploration through travel, film, literature, culinary arts, and music. These interests enrich my worldview and inspire creativity in both personal and professional settings.
Timeline
Service Delivery Manager
Tata Consultancy Services
11.2022 - Current
Transition Manager
Tata Consultancy Services
10.2020 - 10.2022
Projects Portfolio Lead
Tata Consultancy Services
05.2017 - 09.2020
Application support specialist
Tata Consultancy Services
04.2016 - 04.2017
Service Operations Lead
Tata Consultancy Services
05.2013 - 03.2016
Operations analyst
Tata Consultancy Services
10.2009 - 04.2013
Bachelor of Science - Mathematics
STET Women's College of Bharathidasan University
09.2004 - 08.2007
Master of Science - Operations Research and Computer Applications
National Institute of Technology
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
Afreen FatimaAfreen Fatima
Process associate at GenpactProcess associate at Genpact