Swetha Lakka

Key Responsibilities:

Accountable for delivery of below across multiple enterprise customers

• Improving customer experience and streamline the delivery
• Governance across operational and project delivery
• Managing margin and maintaining profitability of the accounts
• Building and managing DevOps teams to manage and maintain the customer’s network
• Ensuring that the compliance requirements are met

Achievements:

• Revised the contribution tracker and KPIs to align with expected outcomes, resulting in enhanced team performance and focus.
• Led the team in identifying and overcoming obstacles, streamlining delivery, and enhancing customer experience, which led to contract renewal and increased revenue
• Improved margins by optimising processes and addressing revenue leaks across accounts
• Redesigned and reestablished governance to meet specific account requirements, reducing the number of meetings
• Received awards for service and team excellence for two consecutive years at the Spark Sales and Service Awards

Key Responsibilities:

• Accountable for delivery of below programs on the Vodafone account
• DX Transformation – Setup of new greenfield OSS/BSS platform, for migration of legacy systems and process from WXC, legacy Vodafone, IHug and TelstraClear
• Migration from Tulia to SAP Ariba – Finance systems transformation, migration from Tulia to SAP Ariba
• DevOps practices in the Vodafone enterprise – Implement observability on the all the Vodafone platforms for visibility and automation
• Migration as a Service – Migration from existing TP2 and Siebel stack to C3 stack to support the future migration to Comarch

Achievements:

• Moved the systems integrator role from Vodafone to TechM. Supported with securing business for the next 36 months on the DX transformation, with increased revenue of over 30Mil over the 36 months
• Reset of DX PMO service with support from global TechM PMO practice team, secured business inside enterprise PMO, increased revenue of 5Mil over the next 12 months
• Secured a support contract for SAP Ariba for the next 6 months, revenue 0.5Mil over the next 6 months
• Extension of contract with DevOps for another 3 months, revenue 0.3Mil

Key Responsibilities:

Leading the delivery of Customer and internal programs

• Establish a PMO function – Lead the establishment of the PMO function, define the standard delivery methodology with templates for consistency in delivery
• Delivery of key customer projects – Lead the delivery of key and strategic customer projects through the PMO function
• Core systems transformation – Lead the delivery of replacement of core systems from scoping to delivery of phase 1
• Release and deployment of new products – Lead the operationalisation of the Plan B’s public cloud offering, SD WAN and MS Teams offerings
• Network Cost Saving – Lead the delivery of network and datacentre consolidation to deliver a cost saving of a 0.1Mil a month

Achievements:

• Increased revenue by including PMO as a service in the sales and improved margin of the PMO function by 20% with upskilling of the provisioning resources
• Increased sales by 30% through release of new products
• Improved sales with the delivery of ISO 27001 certification for cloud and datacentre services
• On track for achieving the ROI on the phase 1 deliverables of the core systems transformation

Leading the delivery of Customer and internal programs

Key Responsibilities:

• Delivery of Customer Projects – Lead a team of 5 to responsible to delivery projects and service requests
• Network Optimisation and cost saving – Lead the delivery of network optimization and ROI for it
• Establishment and track KPI’s – Establish delivery team KPI’s aligned with company’s vision and objectives
• Business Owner for the MySolarix Customer Portal – Lead the delivery of customer portal to enable customer self service
• Implementation of ITIL practices – implement ITIL Aligned process to improve customer satisfaction

Achievements:

• Increased customer satisfaction through improved process, aligned to the customer ideal customer journey
• Decreased operational cost by 15% with optimisation on systems and process
• Increased EBIDTA with optimisation in network costs
• Implemented delivery standards, to improve the consistence in delivery

• Managed project team that was contracted to deliver services at client site.
• Managed key partners to ensure delivery of required services.
• Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
• Coordinated new hire recruitment, training and development of the delivery and support teams.

• Kept projects on schedule by managing deadlines and adjusting workflows as needed.
• Provided technical direction on complex managed WAN projects and initiatives to other engineers, designers and technicians.
• Coordinated presentations for customers and project members detailing project scope, progress and results, keeping all entities well-informed of milestones and goals.
• Planned and arranged meetings with external organizations and individuals, enabling all parties to meet and discuss project progress.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.