Greater Lucknow Area
IT Project Manager with 8.5+ years leading cross-functional teams, enterprise system implementations, and operations for global retail and technology clients. Track record of delivering complex SAP and Salesforce programs on time and within SLA, reducing incident resolution time by 40%, and driving 100% client retention through proactive stakeholder management. ITIL-process with hands-on experience in master data governance, release management, and Agile delivery.
Directed master data operations for a global retail brand (15+ markets), serving as the primary client liaison and achieving 100% client satisfaction scores across 4 consecutive quarterly reviews. Reduced article activation turnaround from 7 days to 3 days (57% improvement) by redesigning the licensee activation workflow and implementing automated validation checks. Resolved 500+ L3 incidents and service requests with a 98% first-contact resolution rate, applying ITIL problem management to eliminate 12 recurring defects permanently. Led a cross-functional team of 6 across SAP, pricing, and downstream integration (P360, FMS, OMNI), coordinating weekly steering committees and executive status reviews. Owned tax classification remediation for 25,000+ SKUs using LSMW in SAP MM, reducing pricing errors by 30% and avoiding $200K+ in potential compliance penalties. Drove seasonal product launches supporting 10,000+ bulk article activations per quarter, ensuring 99.5% on-time PO creation and supply chain readiness. Created executive dashboards and weekly performance reports tracking SLA adherence, trend analysis, and continuous improvement initiatives—used by senior leadership for resource planning. Authored and maintained SOPs, runbooks, and knowledge base documentation, reducing onboarding time for new team members by 25%.
Managed parallel Salesforce Sales Cloud releases across 4 business units, owning test planning, execution, and client communication. Coordinated cross-functional teams of 10+ (developers, BAs, vendors), ensuring 100% sprint delivery within aggressive 2-week cycles. Reduced regression cycle time by 20% through test automation prioritization and defect trend analysis.