Surja De

Working as Service Integration Leader to build a cross-over Next Gen Cloud Platform to allow Customers to mix-and-match their needs from different Cloud Offerings. Workloads include:
- Lead and manage end-to-end technology solutions or services delivery for a key business line, portfolio, assigned segment or enterprise area with a clear focus on strategic planning, schedule management, scope, change and issues management, client communication and overall resourcing and financial costs on a longer-term basis.
- Responsible for project delivery for application sets within their scope, commissioning projects to be executed by technology project managers.
- Act as a solutions integrator; provide a flexible approach by offering and negotiating options with clients that balance service levels, cost and risk.
- Communicate business vision, goals and portfolio priorities to team members (e.g. Application Owners / Development Managers, Business Systems Analysis, Platform / Service and/or Technology Project Managers etc.).
- Develop impact assessments, manage delivery schedules, and perform risk assessments to consistently manage operational processes (time reporting).
- Work with project managers to ensure they comply with the capacity forecasting process.
- Report on portfolio progress, status, overall health and individual applications.
- Assess issues or change requests, determine what to report.
- Lead the development of total cost of ownership estimates for applications and services, monitor and track to established plans with Finance and Business Management team
- Measure, monitor projects, stay within budget, meet or exceed expectations.
- Assess work plans, identify scheduling issues, report and escalate, as needed.
- Track major project deliverables; share updates; support initiatives aimed at cost reduction and faster time-to-market.
- Ensure there's understanding of operational, reputational, and intellectual risks, advice to minimize, escalate if necessary.......

Participated on the IBM Pursuit and Bid Assurance team representing the Delivery organization to review and determine if
potential contracts should be pursued, based on IBM capabilities, resource av ailability, financial forecasts and schedule
constraints. Joined Pursuit Team for executive presentations showcasing IBM Services value and commitment to the
customer’s success.
 Led Account Delivery Management activities for over 40 IBM Outsourcing clients throughout Europe with total contract
value in excess of $320M. Customers included diverse industry companies, such as FMCG, IT, Entertainment, E -
Commerce, Finance, Public sector and many others
 Ensured all Client Satisfaction goals, Service Level Agreements and Contractual Commitments were met.
 Negotiated new business opportunities and grew installed customer base from 13 to over 40 accounts.
 Worked alongside multiple IBM cross-functional SMEs and Vendors to create customer focused and innovative solution
 Led Executive Escalation Management for European Services installed base

Leadership of operational support organization for IBM Cloud Delivery model, utilizing onshore and multiple off shore
centres in a 24x7x365 “follow the sun” support model
 Managing service delivery in conduit to Customer Contracts (B2B) worth above 60 Million Euros
 Stakeholder relationship management including engagement and facing off to senior stakeholders and External
customers across the business and IT that would drive a positive Customer Satisfaction result and/or introduce
customer reference
 Deliver productivity levels in line with expectations - Ensure Customer Service Levels / KPI’s are achieved
 Managing workloads and work streams to optimum efficiency according to changing volumes and circumstances
 Working with International cross-functional teams warranting that the operation is delivering a quality service in line
with standard documented procedures\contracts with effective escalation management
 Vendor / supplier relationship management of the outsourced service provider; acting as the point of escalation for
service issues
 Acting as conduit to Offering for scope based issues and initiated multiple service improvement projects related to
business portfolio
 Led over 250 technical resources supporting over 6000+ Wintel, UNIX and AIX servers globally along with appl ication
management teams.
 To put in place a service improvement process and processes to track customer satisfaction
 Working along with SAP architects designing and managing services of SAP and HANA Products on Cloud infrastructure
– contributing to the Sales Cycle.

Responsible for:
 Setting up Cloud Competency Framework within IBM Delivery Centre in Poland
 Simultaneously manage projects for different internal clients – Transitioning of Customer environment
 Manage End to End project timelines and milestones to time and budget
 Identify, Analyze and manage project risks and issues - provide mitigation plans and maintain them with complete
delivery focus
 Deliver an excellent level of client service and consistently manage client expectations against key tasks and
deliverables
 Lead regular internal project team meetings in which the team learns about client needs , sticks to the plan and
responses in a clear and concise manner
 Actively document and manage project decisions, risks, progress and acceptance of deliverables
 Creating and Managing Project Plans effectively using Microsoft Project

• Initiating and setting up transition projects leading to quick and efficient transfer of operation processes from Customers or Incumbent Suppliers to Capgemini Delivery Centres
• Managing Service delivery – daily operations in cooperation with customer till Steady State
• Supporting sales and bid management teams, coordinating analysis of service requirements and quotations, managing due diligence and proposal preparation for bids worth more than 5M Euros
• Created the Project Management Process and Procedure using PMI methodologies
• Working with Cross-functional leaders and Infrastructure Technical Teams spread across globally on parallel projects from Due Diligence to Service Delivery
• Recruiting (from internal and external sources) for multiple projects or service teams to deliver optimum results
• Actively following and promoting appropriate Governance for transition processes and operations
• Communicating with stakeholders and managing expectations on deliverables
• Monitoring and reporting of performance, progress and risk status
• Travelling to customer locations for Due Diligence Project Management

• Worked in the largest bank (According to Forbes magazine 2009) as a senior IT Analyst and Tech Leader in an IT Service Desk supporting IT operations to HSBC employees in U.K. and Dublin
• On call IT support of numerous applications ranging from Database problems to I/O application performance problems.
• Creating, Prioritizing and Working on different incidents within deadlines effectively.
• Worked on a six sigma project to help improve the process and going through ITIL training.
• Received one of the best mid-year ranking in 2009 and earned lots of certificates in short span.

• Worked in one of the top British Financial Institutions as a consultant in a Financial Service Desk answering complicated queries related to mortgages and insurance from customers from all over U.K.
• Managing multiple tasks and prioritizing my workload on a daily basis.

• Worked in an ISO 9001 Certified International Information Technology Outsourcing Organization as an IT Analyst
• Installation, configuration, intensive troubleshooting and support of different server based applications and maintenance of different databases.
• In our training period I was the fastest learner to go live and during the monthly stats I secured 2nd or 3rd ranking every month.
• As a senior member and one of the best performers I have trained new comers and helped the team with creating technical Knowledge Base with technical details.
• My experience in CAPGEMINI has given me self-confidence and ability to use my own initiative, culminating in excellent teamwork strategy and interpersonal skills

• Methodology - design, change & implementation
• Created transition plans and track specific cost reduction projects.
• Working with a team of transition specialists.
• Managed End to End Transition Project for different Infra Computing Services
• Assessed need for various aspects of Project and made amendments to fit in the process in the best possible format.
• Delivered documentation and presentations.
• Monitored progress of tasks.
• Reported project trends and discuss them with clients directly.
• Designed Transition Solutions and implemented them successfully