Anu Prasad

Service Delivery Manager

gsanuprasad@gmail.com
+61 433 290 876
Sydney
www.linkedin.com/in/anuprasadgs

PROFESSIONAL SUMMARY
A dedicated, motivated and accomplished service delivery professional with 19 years of experience,
managing multiple teams across various regions in APAC. With a reputation across APAC market a trusted
advisor, works with key stakeholders for all companies to elevate productivity and to achieve peak level
efficiency in their manufacturing and distribution business. Demonstrated ability to define, lead and manage
customers, colleagues and direct reports to balance customer expectations whilst maintaining operational
excellence.

KEY SKILLS | SPECIALISATIONS

 Customer Experience
 Global Leadership
 Change Management
 Resource Management
 Problem Management
 Incident Management
 Process improvement
 ERP (QAD)
 Progress 4GL
 ITIL, JIRA

PROFESSIONAL EXPERIENCE
Service Delivery Manager Feb 2018 to Current
QAD Australia – Macquarie Park
Responsibility :
 Lead a team of 9 direct and 40 indirect reports across 5 offices in APAC and North America
 Engaged and motivated teams to improve process and meet SLAs for response and resolution
 Key driver in a project to implement a JIRA based complete Service Management System following
core ITIL methodology.
 Escalation point for Customers and stakeholders across multiple business entities.
 Customer Liaison for global Cloud and Technical teams for escalations in Australia and Indonesia
regions
 Single escalation point for Global Customers for all Application issues during Australia business
hours
Achievements
 Recruited and integrated a new team (team of 6) developing processes, procedures and KPI’s.
 Increased customer satisfaction in Asia Pacific to record highs whilst reducing incident aging to a
historic low.
 Transitioned the local Asia/Pacific teams from working as silos to a true regional team, sharing work
load and knowledge to deliver an improved customer experience.
  Increased product coverage from 50% to 95% within 3 years by providing training and exposure for
direct reports to new products and module.
 Successfully transitioned Indonesia customers from a manual issue reporting system to self
sufficiency using the company’s Online Support Center. This resulted in 95% of calls logged online by
customers and reducing administration work for Support consultants by 65%
 Lead APAC Service delivery teams in Customer Effort Reduction project. Customer pain points were
identified and introduced several new measures in the organization to make it effortless experience
for the customers. For example, implemented Automatic Call Distribution System. This project
provided local phone coverage for the Global Customers 24/7
 Transitioned Customer Support team in Indonesia from a post implementation consideration to an
integral part of the Sales cycle increasing licence renewable rate from 92% to 95%

Application Support Team Lead Apr 2014 – Jan 2018

QAD Australia – Macquarie Park
Responsibility :
 Lead a team of 3 senior application consultants as direct reports and 25 indirect reports from other
regions supporting customers in Australia, New Zealand and Fiji
 Worked in collaboration with regional director to implement a true 24x7x365 Support model.
Focused on delivering a world-class support experience for customers and partners, and a best in a
class work experience for staff.
 Re-engaged with customers across ANZ through site visits and company events promoting Support,
re-building relationships and increasing customer retention within the first 12 months.
 Integrated Support into the local ANZ business establishing myself as a key member of local
management team.
 Co-ordinated with software development teams on reported errors and bugs on newly released
software and assisted in deployment of release fixes.
Achievements
 Implemented a development program for Support individuals (employees) in Australia resulting in
subsequent promotions and higher engagement levels.
 Led a local campaign resulting in a 75% growth in the use of the company’s web based self service
tools
 Achieved ISO9000 certification.
 Became the first team to establish a successful working relationship with an off shore resource
centre leading to a significant reduction in operating costs.

Application Support Consultant Mar 2011 – Mar 2014

QAD Australia – Macquarie Park
Responsibility :
 Troubleshot problems raised by Customers with QAD software and provided resolution within the
SLA timeframe
 Provided support in QAD Distribution, manufacturing and Financial modules including add-on
products like Business Intelligence, Warehousing and EDI
 Worked with JIRA system to receive, manage and close support requests.
 Tracked changing software and technologies with potential to impact customer requirements.
 Assisted sales team by creating and maintaining supporting data files.
 Supported customers throughout incident response, management and resolution to deliver expert
assistance
 Identified trends in client requests and helped management get ahead of ongoing problems
EDI Analyst Nov 2009 – Feb 2011
Thirdware Solutions – Chennai
Responsibility :
 Created and maintained EDI customer maps.
 Transmitted records and files to customers efficiently to maintain operational timelines.
 Trained customer service personnel in strategies for supporting electronic data interchange
activities.
 Tracked files from origin to destination and troubleshot errors.
 Troubleshot incidents reported by end-users to schedule system changes and identify permanent
solutions.
 Applied knowledge of application components in conjunction with query tools to achieve business
objectives.
 Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

PRIOR ROLES
IT Analyst
TATA Consultancy Services – Pune
Technical Services Team Lead (Project Management)
Thirdware Solutions – Chennai
Software Engineer
Thirdware Solutions – Chennai

AWARDS
 Key Contributor Award 2022 for ACD Project: Managed APAC team in an internal project and
successfully implemented Automatic Call Distribution system (ACD). Managed the project end to end
from Vendor selection to Post Live support.
 Key Contributor Award 2019 for Customer effort reduction Project: Managed a team of senior
service delivery leads and successfully executed customer effort reduction project. Reviewed all the
Customer pain points and implemented changes throughout Service Delivery organization to
improve the customer experience. Trained and Coached other Service delivery leads in the APAC
region
 Key Contributor Award 2018 for building a dedicated Extended Support Services team in
Indonesia: A New Customization support team was formed, Trained and enabled in Indonesia to
support all customization issues raised by the customers
 Key Contributor Award 2016 for successfully executing Customer Client Manager project: Worked
directly with Key customers in Pacific region to get feedback on Online Support Center and Product
documentation. Liaised with internal teams to address the gaps based on the feedback from key
Customers

QUALIFICATIONS
Bachelor of Engineering, KSR College of Technology

PROFESSIONAL DEVELOPMENT
 Certified in AWS Essentials for Service Delivery
 ITIL Foundation Training
 Situational Coaching
 Leadership Styles and Effective one on one’s

REFERENCES AVAILABLE ON REQUEST