Samuel Santhoshkumar

Global IT and Business Leader

Bengaluru Area, India

Summary
Customer Relationship Management (CRM) Cross Cultural Management Leadership : team building & mentoring Leadership Development Program Leading Projects IT consulting IT Leadership Enterprise IT Strategy ITIL Process Implementation IT Service Delivery ITIL
Driven and result oriented strategic leader in global roles with a proven track record for managing IT as a business change agent to drive business transformation and business growth for 13 years.

 IT Infrastructure Management: Services covering consulting, IT strategy, management of Centre of Excellence (CoE) and Service Integration and Management (SIAM) with focus on business transformation and growth
 IT Service Management: Overcame critical service management challenges and provided sturdy guidance for entire cycle from conceptualization to implementation of business transformation initiatives through Service Improvement Programs (SIP)
 Project Management: Expertise in designing, building and delivering industry leading solutions in complex service delivery and outsourcing engagements
 Industry Expertise: Fortune 500 clients in media (3D animation), airline, retail, energy/petroleum, mining & natural resources, pharmaceutical, insurance & banking, automobile and IT hardware/software
 Leadership: Managed large teams of up to 150 people in global locations and multicultural environments with excellent business judgment, communication and interpersonal skills. A collaborative, flexible and well organized leader and mentor
 Customer Focus: Recognised for managing stakeholders and driving customer satisfaction
Experience

Senior Manager - Service Management CoE at Cognizant

May 2016 - Present

Leader – Centre of Excellence (CoE), Problem Management and Service Integration & Management (SIAM) at IBM

Oct 2012 - Oct 2015

Objective(s):  To set up a global centre of excellence (CoE) focusing on global delivery using ITIL based processes  To set up the best possible problem management processes and delivery  To design and deliver a world class Service Integration and Management (SIAM) solution for a critical customer Own Contribution(s):  Achieved all objectives ahead of targeted schedule  Led team of 15 in CoE to support 240 customers along with being acclaimed as preferred resource to consult on customer requirements followed by designing robust solutions  Managed projects worth over USD 250Mn Outcome(s):  Acquired business worth USD 1Mn in first year of working with sales/pre-sales  Multiple client accolades for excellence in processes, transformation consulting and service delivery  Successful retention of services for over 25 customers through transforming services to meet business need

People Manager, IT Service Management at IBM

Jul 2012 - Feb 2013

Objective(s):  To manage a team supporting over 50 customers across all geographies  To turn around and improve delivery performance and attain excellence Own Contribution(s):  Turned around the team within 2 months against a set target of 6-12 months Outcome(s):  Improved customer retention and satisfaction metrics for the team by over 70%

Functional Leader, IT Service Management at IBM

Sep 2010 - Jun 2012

Objective(s):  To transform and improve performance of critical incident management team for a high value customer  To lead and manage IT service management teams for ~15 customers Own Contribution(s):  Achieved transformation of team within 3 weeks against an assigned 3 months  Grew the team from a strength of 12 to 35 by taking on increased services Outcome(s):  Customer recognitions from multiple customers on being the best team within the organisation

Duty Manager – Critical Incident Management at IBM

Jun 2009 - Oct 2010

Objective(s):  To stabilize a critical incident management team for a crucial US based petroleum major with global presence and a cumulative contract value of >USD 300Mn Own Contribution(s):  Streamlined transition and delivery of key incident management processes whilst managing teams across incident, problem and change service lines  Went live within 1 day of joining the team Outcome(s):  Recorded as best performer in critical customer facing team within 6 weeks along with being assigned to lead and manage transitions as an additional responsibility

Process/Team Leader at TCS

Apr 2006 - Jun 2009

Objective(s):  To transition and manage a complex team of over 120 people for multiple ITIL based processes Own Contribution(s):  Led complex service management transitions across the UK and India independently for 6 processes with >120 with cumulative project value of USD $50Mn Outcome(s):  Top performer in any environment due to quick grasp of any new project besides defining and implementing multiple SIPs and processes to suit various client requirements  Recognised for ability to handle difficult and complex situations owing to innovative methods for SLA/performance management

Manager – Research and Planning at Sajeevachitrarachana

Feb 2005 - Mar 2006

Objective(s):  To build and manage business processes for a team of 35 people with a strategic outlook Own Contribution(s):  Built all process assets for the functioning of the 3D animation team and managed day to day operations Outcome(s):  Accelerated set up and go live for a complex team

Tech Lead/Senior Tech. – IT Product Support at [24]7

Aug 2003 - Feb 2005

Objective(s):  To support teams providing product support for hardware and software systems in North America Own Contribution(s):  Turned around lowest performing team within 8 weeks of becoming Tech. Lead with team beating all targets to become the best performing team with consistent performance Outcome(s):  Promoted as Tech Lead within 4 months of joining, managed teams of >17 members along with creating Microsoft KB (Knowledge Base) articles on critical issues in 2004

Education

BE at Bharathidasan University

Aug 1999 - May 2003

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