Ronald Dinesh has over 12 years of experience in process consulting, program planning, and service improvement. He has established program governance and service excellence at multiple global customers. He is responsible for establishing processes, implementing service management tools, and partnering with vendors to ensure process and tool alignment. He has participated in pre-sales support and worked on statements of work, pricing, and resource planning for large managed services deals.

1. Ronald Dinesh
Career Summary:
• Around 12 years of experience in Process Consulting, Program Planning & Service Improvement.
• Established Program Governance, Service Excellence
• Instrumental in setting up the Service Management vertical for multiple Global customers
• Responsible for establishing processes, implementation of SM Tool, partnering with vendors to
ensure Process & Tools track is aligned.
• Participated in Pre-sales support for multiple customers as part of Service Management Practice.
• Responsible for preparing SoW – large Managed Services deal for ITSM space. Translated SoW
deliverables to Project deliverables and thereupon worked on Pricing and Head-count planning.
• Accountable for ITSM Process transition and participated in Sales -> Transition handover and
Transition -> BAU team handover
• Worked with geographically diverse clients across various verticals for establishing Service
Management and Process Excellence practices.
Professional Experience:
Dec 2010 - Present Wipro Technologies
June 2014 – Present ITSM Consultant – Consulting Services
o SOW sign-off post the Due diligence performed by the Presales / Practice
o Built the implementation plan based on SOW
o Resource mobilization headcount finalization with Finance / Cross-vertical Sales team
o Built the Project Plan for the ITSM track
o Designing, Implementing and Embedding key processes and functions utilizing the ITIL
framework
o Process swim lanes and Procedural documentation prepared in alignment with stakeholders
to ensure Fit for Purpose and Fit for Use
o Tools integration
o Involved in transformation and point solution engagements in the ‘IT Service Run’
o Role in opportunity identification and pursuit with Practice Leadership.
August 2010 – June 2014 ITSM Consultant – Infrastructure Services
o Recommending and Managing ITSM solutions to address customer-specific / industry-
specific requirements.
o Interfacing with customers to understand their business problems, making and implementing
recommendations on Process, Tools and best practices to manage end-to-end delivery of
complex Managed Services engagements.
o Support sales, pre-sales and RFP response activities as a subject matter expert of
infrastructure management solutions
o Responsible for overall IT Service Delivery processes and managed overall customer
relationship and customer satisfaction as primary point of contact for service levels and
issues for customer.
o Building and maintaining strong working relationships with all levels internally and client’s
personnel
o Review quality and process adherence – Large account engagement.
o Identify and initiate Lean initiatives

2. Aug 2010 – Dec 2010 Tata Consultancy Services
Aug 2010 – Dec 2010 Process Consultant
o Responsible for Timeliness and quality of deliverables
o Develop the Service artifacts and deliverables templates
o Develop and baseline case studies for competency
o Demonstrate innovation / thought leadership.
o Contribution to ITSM - Presales and Practice Development.
Mar 2007 – Aug 2010 Wipro Infotech
Mar 2007 – Aug 2010 Manager – Process and Quality
o Driving standardized processes across large accounts in IMEA
o Monitoring escalated deviations of metrics
o Audit and Review
o Drive process improvements
o Maturity assessment, Productivity and Lean initiatives
o Driving compliance
Aug 2004 – Feb 2007 IBM Global Services Delivery Centre
Aug 2004 – Feb 2007 Service level Management - Lead
o Lead and management of day-to-day Reporting operations of the team.
o Ensuring delivery of services meets quality, scope and service level requirements.
o Ensure compliance and hygiene
o Team management
o Lead – transition of SLM based reporting, SLA and KPI Baselining.
June 2003 – July 2004 Progeon India Pvt. Ltd
June 2003 – July 2004 Process Executive
Responsible for day-to-day command center performance with regard to Productivity,
Customer Satisfaction and Efficiency.
Sep 2001 – Nov 2002 Msource India Pvt. Ltd
Sep 2001 – Nov 2002 Customer Service Executive
o Virtual /Remote support to clients by troubleshooting their IT / Non-IT queries
o Developed Quality monitoring system for the team.
Education Qualification
Education
Qualification
College Year of
passing
University
PGDM St. Joseph College of Business
Administration, Bangalore.
2001 AICTE
BSC – PMC St. Joseph Arts and Science College,
Bangalore.
1999 Bangalore
Place : Bangalore Ronald Dinesh J.