PERUMAL RAJU

Jubilee Hills, Hyderabad, Telangana.

Mobile: +91 63020 18204
Email: perumalraju.ind@gmail.com

PROFESSIONAL SYNOPSIS

A competent professional 15+ years of extensive experience in cross-functional domains in Service Delivery, Business
Development & Operational Excellence, Goto Market operations strategy, SaaS & PaaS strategies for B2B, Process &
Performance Management, ability to apply evolving technological platform to build top of the line and highly scalable
infrastructure, coach, and mentor with quality years of leadership experience in motivating and inspiring confidence in team
members to achieve a rapid and substantial increase in performance, while utilizing their talent and knowledge.

KEY COMPETENCIES

Service Delivery Operations | Solution Operations | Business Excellence | Business Analytics | Business Intelligence | Business
Strategy | Business Development | Agile Transformation | Artificial Intelligence | Operational Excellence | Strategic
Implementation & Execution | Pre & Post Sales Operations | Public & Private Relations | Process and Procedure Concept flow
Architect | Employee Performance Management | Project Management Process (PMP) | Solution Analytics & Operations |
Documentation (Office Tools, Google docs & Sheets)

PROFESSIONAL EXPERIENCE

• 10+ years with Paradigm Group.

§ Senior Service Delivery & Business Development Operations for cFog Systems Private Limited. 2017 to till date.
- Roles: Strategic Implementation and Execution skills with focus on Service Delivery & Operational Excellence,
Business Development Strategies, Process & Performance Management, Customer and Employee Delight
including day-to-day management of delivery, Solution operations and effective risk management.
- cFog is a IoT product oriented company also provides solution & technological platform services. - Its major
share on high impact IoT product development for Agriculture & Aquaculture, Monitoring Water Quality,
Environment sensing product for Smart City Infrastructure Development, etc.
§ Project Manager for Smart Village : (A Project initiated by UC Berkeley, Pradigm Mtuity and Government of Andhra Pradesh).
- Roles: Project Operation, Client Relationship, Implementation Management, Team management, Solution
Management, Risk Management, Change Management.
- Jun 2016 to May 2017. Revenue generated – 20lakh to 10Cr in 8months for AP.
§ Business Operations & Relationship manager for Pradigm Mtuity Software India Pvt. Ltd. Hyderabad (A Paradigm IT
Group) from August 2014 to July 2016.
- Roles: Relationship Management, Performance Management, Resources Management, Training &
Development based on KPI, Talent acquisition, Business Development & Operations.
§ Centre Manager for EGramIT Services Pvt Ltd. Visakhapatnam (A Paradigm IT Group) From May 2010 to July 2014.
- Roles: Centre Operations, Team Management, Business Development, Client Management, Relationship
Management, Performance Management, Solution Operation, Training & Resource Management, Remote
operations, Risk & Change Management with team size from 20 – 370 members.
- Business Operation with 6 Major projects from One Centre.
• CS-QC Voice Process for IBM Daksh Visakhapatnam from Mar 2009 to Apr 2010
- Performance Management, Solution Operations (Customers escalation management).
• Marketing & Project Coordinator for DRDA Visakhapatnam (Local & Small Scale business development) from May 2007
to Feb 2009
• BDE for ESEN Computer Services Apr 1998 to June 1999
Experience Skills in business “Delivery & Operations”

• Project Management experience with business intelligence/data analytics.

• Ensured service delivery, system availability, security controls, and development standards within best practices.
• Improved customer experience by successfully managing end-to-end service delivery projects delivering on time and
under budget.
• Strategic planning for business collaborations & implementation by assisting operational processes/procedures.
• Maintained knowledge of infrastructure, product & services and critical customer application.
• Identify key contract requirement, definite budget and scheduling while extensively utilizing project management
methods and practices
• Business process flow architecture design and implementation
• Interfaced and worked closely with business leaders and supporting various projects coming through engineering and
market leaders.
• Participate in strategic planning across business units to improve service delivery and introduction of new solutions.
• Served as the primary contact point for all client-facing service delivery and program management responsibilities.
• Designed and delivered service delivery-focused training sessions and provided end user training and reference
solutions.

KEY RESPONSIBILITIES
• Support the business in achieving its strategic objectives
• Plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved
operational plans and to continuously enhance service delivery
• Establishing financial targets for individuals and teams and identify opportunities to minimize cost or increase
sales/revenue.
• Managed customer expectations and ensured escalation procedures are followed with focus on the customer SLA to
secure customer satisfaction.
• Reviewed and analysed all support processes and procedures to identify vital improvements and increase overall level
of service provided to clients.
• Balancing the needs of the client with the strategic direction of Dimension Data. Acting as a bridge between the clients
and the technical teams, providing sound consulting services and recommendations based on customer and client
needs.
• Review, analyse and make recommendations on improvement opportunities in each service lifecycle phase. The role
act as the point of escalation for delivery teams for client satisfaction issues and work with the relevant teams to
monitor client satisfaction and contractual compliance for our clients.
• Ensures the development, alignment and implementation of end-to-end processes, leading to operational, process,
quality, standard and service optimisation.
• Providing input into the development of a tactical strategy and develop and implement a supporting operational
strategy
• Resource planning and allocation. Assigning people to projects based on their skills, previous experience, availability,
or project budget.
• Structure and execute business development operational and strategic initiatives by developing the quarterly go to
market business actions plans.
• Teams KPI’s based on SLA’s; Monitoring employee utilization, workload and overtime hours
• Individual & team performance management stats and performance development & improvement under skills
development program and strategies.
• Quarterly /annually rewards & recognition under employee engagement program.
• Develop and manage annual budgets projections on quarterly basis.
• Monitor the performance of business team members, mentoring, training and feedback.
 • Revenue projections with the help of actionable development and operational plans in coordination with the business
and product team.
• Developing deep-rooted relationship with existing and new clients & customers.
• Direct or coordinate activities of project personnel.
• Schedule and facilitate meetings related to information technology projects.
• Assign duties, responsibilities, and spans of authority to project personnel.
• Coordinate recruitment or selection of project personnel.
• Establish and execute a project communication plan.
• Assess current or future customer needs and priorities through communicating directly with customers, conducting
surveys, or other methods.
• Experienced with multi-vendor/client business unit coordination and management
Coach mentors and support senior managers in order to improve people management and lead on facilitating
performance management.
Tools
• Office tools
- Word | Excel | PowerPoint
- Advance Google Sheets & forms | Google docs & slides
- Gmail | Outlook
- Online meets – Zoom, WebEx, MS Teams,
- Daily focus area sheets (DFAS) | Slack

Present Team, Client & Customers:

20+ Current employees
370 Team members previous project
70 + Employees remotely.
70,000 Customers (Andhra Pradesh + PAN India)

EDUCATIONAL CREDENTIALS

MBA from GITAMS 2007 Batch.

BCA from GITAMS 2005 Batch.
Schooling including final Inter from Kendriya Vidyalaya CBSE Board IIT Kharagpur.