Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Timeline
Generic
Vijayalakshmi Avudiappan

Vijayalakshmi Avudiappan

Woking,Surrey

Summary

To seek a role in a transformational organization that will sharpen and demonstrate my tenacity for continuous improvement and cross functional collaboration skills and provide an opportunity to gain unknown skills in a challenging environment. Goal is to be part of a team that contributes collectively to the company's business innovation.

Motivated IT Service Delivery Manager with 22 years of experience, recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record.

Overview

23
23
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work history

Global Service Manager and Audit Support Lead

ASTELLAS PHARMA
07.2017 - Current
  • Strategic thinker with excellent track record of serving customers on IT systems for 22K users globally through effective service management processes
  • Delivered value to the business and customers by enhancing customer satisfaction by 5%, increasing productivity by ~11K hours per year through continuous improvement and monitored KPIs through Qlik with ServiceNow data
  • Increased reliability and security of IT systems by 10% through governing and benchmarking SLA, KPI and XLAs
  • Transformed global consumption reviews in a multivendor, regulated environment and slashed provider costs by 8%
  • Expert in producing business cases and involved in RFP (bids) and contributed to service definitions and SLAs
  • Excellent stakeholder management and presentation skills and highly collaborative with cross functional leads
  • Attention to detail and extremely analytical, which triggered about 30+ automation ideas including self-service, self-diagnosis, and self-heal
  • Governed Service reviews through weekly, monthly reports and identified areas of improvement and implemented actions
  • Inspired, coached and performance managed a team of 10 members
  • Strong financial acumen and owned service management budget (OPEX).
  • Championed development of new services to improve operational output and meet KPIs.
  • Resolved complex issues with strong analysis and investigations.
  • Allocated budgets to govern sensible decision-making with maximum Return On Investment (ROI).
  • Coached and mentored new team members to build high-performing team for optimum productivity.
  • Identified ways to reduce costs without sacrificing customer satisfaction.
  • Actioned feedback from service users, resulting in improved satisfaction levels.
  • Managed relationships and performance of external suppliers and required resources.
  • Identified service gaps, developing plans to strengthen or expand offerings.

Project Manager

ACCENTURE SERVICES PVT. LTD
Chertsey, Surrey
08.2015 - 06.2017
  • Plan, prioritize, estimate, risk managed work for creating the system document set for GxP applications work worth of value 2 M USD over the period of 1 year
  • Inspired, coached, led a multi-cultural team of 35+ members in various geographies to deliver projects on time and within budget as per GAMP standards using MS Project
  • Change managed implementation of Remedy tool in validated environment.
  • Acted as single point of contact for stakeholders.

Tools Lead & Software Quality Analyst

ACCENTURE SERVICES PVT. LTD
05.2005 - 07.2015
  • Continuous improvement champion and Subject Matter Expert (SME) for intelligent tools implementation and shared best practices across clients
  • Responsible for identifying the financial, quality and client relationship risks in the projects through IT audits and presented to Senior leaders
  • Set up IT process, metrics, and tools for new clients; trained the team to maintain
  • Assessment Team Member for CMMI Dev appraisal for Accenture, India
  • Facilitation, conflict management and consensus building with stakeholders
  • Trained 2000+ resources over the period of 3 years.

Programmer

HealthAsyst Private Limited
09.2001 - 05.2005
  • Developed and tested the webpages in Java as per HIPPA standards
  • Documented design specifications, test cases, expected results
  • Deploy the project to the test and production environment and trained the team.

Education

MBA - Operations Research

Indira Gandhi National Open University
India
05.2002 - 12.2004

Bachelor of Technology - Electronics and Communication Engineering

Bharathiar University
India
06.1997 - 05.2001

Skills

  • Stakeholder Management
  • Policy development
  • Motivational leadership
  • Budgetary governance
  • Escalation Management
  • Presentation Skills
  • Risk Management
  • Customer Relationship
  • Attention to Detail
  • Vendor Management
  • Service management
  • Strategic planning
  • Negotiation Skills
  • Knowledge of ServiceNow

Certification

  • ITIL V4 Foundation
  • Agile Project Management
  • Agile Practitioner
  • PMP
  • CSQA
  • CSTE
  • ITIL V3 Foundation

Accomplishments

    Accenture Celebrates Excellence for excellent Delivery Excellence Lead

    Astellas Spot Award for Optimization of Services and having ROI mindset

Timeline

Global Service Manager and Audit Support Lead

ASTELLAS PHARMA
07.2017 - Current

Project Manager

ACCENTURE SERVICES PVT. LTD
08.2015 - 06.2017

Tools Lead & Software Quality Analyst

ACCENTURE SERVICES PVT. LTD
05.2005 - 07.2015

MBA - Operations Research

Indira Gandhi National Open University
05.2002 - 12.2004

Programmer

HealthAsyst Private Limited
09.2001 - 05.2005

Bachelor of Technology - Electronics and Communication Engineering

Bharathiar University
06.1997 - 05.2001

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