Sanduni Ranaweera

Responsibility: Serve as the primary liaison and governing authority for third party IFS support, ensuring high quality service delivery across the organization.

• Vendor Governance: Manage end to end vendor relationships, tracking KPIs/SLAs and conducting regular performance audits to ensure service continuity.
• Incident Leadership: Act as the final escalation point for complex technical issues, lead major incident resolutions and trend analysis to eliminate systemic bugs.
• Operational Excellence: Drive continuous improvement via data driven dashboards and ensuring the vendor meets high documentation and quality standards.
• Strategic Liaison: Bridge the gap between business stakeholders and technical teams, providing IFS subject matter expertise to guide vendor onboarding and knowledge transfer.

Problem: The need for consistent vendor performance, SLA adherence, and technical alignment with business goals.

Solution: Implemented robust governance frameworks, including weekly performance analytics to drive operational excellence.

Impact: Minimized service disruptions by managing major incidents and recurring root cause analysis, while minimizing costs through process automation and standardized ticket hygiene in ServiceNow.

Role & Responsibility: Act as the primary consultant for IFS modules (CRM, Projects, Finance, and HR), managing the full user lifecycle from onboarding to offboarding.

• Strategy & Support: Provide expert consultation for Finance, HR, CRM, and Project modules, ensuring seamless integration and system health.
• Technical Troubleshooting: Identify and report customization incidents in Jira; collaborate directly with engineering teams to deploy fixes.
• User Enablement: Authored original training documentation and led onboarding sessions to accelerate user adoption and proficiency.
• Team Collaboration: Actively support internal team members to resolve high priority tickets and maintain service level agreements (SLAs).

Problem: Complex user workflows and system bugs required streamlined technical support and clear documentation.

Solution: Partnered with developers to resolve customizations via Jira and designed comprehensive training materials to bridge the knowledge gap for end users.

Impact: Improved system literacy through hands-on training and fostered a collaborative team environment by providing cross functional support.

Responsibility: Oversee the holistic success of client partnerships through a blend of strategic guidance, tactical delivery, and operational governance.

• Operational Governance: Maintain total accountability for service profitability and compliance, ensuring all delivery aligns with rigorous industry standards.
• Incident & Escalation Management: Take full ownership of critical and high priority incidents, providing technical leadership to resolve complex issues and ensure customer satisfaction.
• Strategic Planning: Forecast service demand three months in advance to manage resource capacity effectively and prevent delivery bottlenecks.
• Customer Advocacy: Act as a trusted advisor to clients, recommending process optimizations to increase business adoption and ROI of the ERP ecosystem.

Problem: The challenge of balancing immediate high priority incidents with long term profitability, compliance, and capacity planning.

Solution: Implemented proactive 3month demand forecasting and compliance audits while acting as the primary escalation point for critical incidents.

Impact: Drove customer success by advising on business adoption and process improvements, while mentoring peer SDMs to elevate the entire delivery organization's performance.

• Expertise: Serve as a Subject Matter Expert (SME) for the IFS Shipment Module, specializing in end to end automotive supply chain optimization.
• Responsibility: Analyze complex supply chain architectures to develop and deploy high impact ERP solutions that streamline logistics and distribution.
• Problem: Inefficient supply chain bugs and shipment workflows often led to logistical bottlenecks and system underutilization for IFS Customers
• Solution: Analyzed and provided expertise to specialize the IFS solutions for the supply chain, leveraging my status as an IFS Certified Practitioner and IFS Certified Trainer to deliver technical fixes and highlevel training to optimize system performance.

• Responsibility: Acted as the primary functional lead for the end to end supply chain lifecycle, managing complex workflows across Procurement (PO), Sales (CO), Warehousing, Inventory Planning, CRM, and Invoicing.
• Problem: Disjointed supply chain paths and inefficient inventory replenishment cycles often led to operational delays, inaccurate invoicing, and poor visibility into shipment tracking for global customers.
• Solution: Conducted deep dive analysis of supply chain flows to engineer integrated solutions served as a strategic bridge between R&D and end users to resolve critical bugs and provide high quality, timely fixes that improved system reliability and business adoption. Helped the team by mentoring the new commers and passed the knowledge around.

• Responsibility: Handled the end to end overseas procurement and global logistics lifecycle, overseeing supplier negotiations, import export documentation, and regulatory compliance for all international shipments.
• Problem: Complexities in international trade including fluctuating supplier pricing, strict Board of Investment (BOI) regulations, and rigorous customs clearance protocols created risks for delivery delays and increased landed costs.
• Solution: Streamlined the supply chain by securing favorable terms with global vendors and proactively managing Import Control and BOI approvals and ensured seamless border transitions through meticulous quality control and accurate export documentation, maintaining a 100% compliance rate.

• Assisting team leaders and learning functioning operations of each and every department of the bank