Professional Summary
Results-driven IT Service Delivery Leader with 20+ years of experience driving Global IT Operations, Service Management, and Process Automation initiatives. Skilled in ITIL and governance through SOPs, SOWs, RFI/RFPs, MBR, and QBR. Strong in Account and Vendor Management, Root Cause Analysis (Fishbone, 5-Whys), and applying Pareto & SWOT for service improvement. Proven record in SLA compliance, cost optimization, and stakeholder satisfaction.
Core Competencies
IT Service Management
Global IT Operations
Service Delivery Leadership
Cloud Transformation
Process Automation
Incident & Change Management
SOPs · SOWs · RFI/RFP
Account Management
BCP & Disaster Recovery
Stakeholder & Vendor Management
Strategic Planning (SWOT, Pareto)
Cost Optimization
Professional Experience
Service Delivery Manager
Lince Soft Solutions Pvt Ltd
- Oversee end-to-end IT Service Delivery in a 24×7 global shared services environment, managing 80+ professionals across Service Desk, Infrastructure, Cloud, Network, Backup, Storage, Wintel, Linux, VDI, and Collaboration tools.
- Directed cloud migration projects from private to various public cloud platforms, achieving 20% cost optimization.
- Championed RPA adoption, enabling 1,000+ hours in annual productivity gains and a 15% efficiency increase.
- Established governance frameworks and SOPs ensuring SLA compliance (95%+) and improved escalation management.
- Partnered with global stakeholders to align IT delivery with business goals, enhancing CSAT and reducing escalations by 30%.
- Conducted regular MBRs and QBRs, service reviews, risk assessments, and capacity planning to strengthen operational resilience.
- Engaged in client governance forums to review SOWs, manage vendor contracts, and respond to RFIs/RFPs.
- Built and mentored high-performance teams, fostering professional growth and improving delivery maturity.
Service Delivery Manager
Astreya India Consultancy Pvt Ltd (onsite – Google India)
NetOps Implementation & Customer Engineering (Feb 2018 – Mar 2019)
- Built and managed a high-performance team of 22 Network Engineers implementing projects across APAC, EMEA & AMERICAS.
- Oversaw delivery of Network Infrastructure Projects — plan, design, staging, implementation, migration, testing & handover for new sites, expansions, and lifecycle management.
IT Operations (Feb 2014 – Mar 2018)
- Oversaw IT support for 4,000 FTEs and 38,000 TVCs across all Google India sites.
- Governed service delivery via SOP-driven processes; achieved 95%+ CSAT through regular MBRs and QBRs with stakeholders.
- Led seamless execution of FDOB (First Day of Business) projects across cross-functional teams.
- Negotiated zero-cost vendor support agreements (Apple, Dell, HP, Lenovo, Ricoh), reducing operational overheads.
- Established 24×5 IT support for Vendor Operations and standardized Asset Management processes.
- Advocated and led diversity initiatives, increasing female workforce participation.
Service Delivery Manager
Olive Data Centre Pvt Ltd
- Led multi-client IT operations in Data Centre Managed Services, ensuring BCP, cost optimization, SLA adherence & CSAT.
- Directed data centre migration from Bangalore to Hyderabad with zero downtime across 30 branches (Ascend Telecom / Reliance IDC).
- Governed Disaster Recovery Management with Perpetuuiti ensuring High Availability for banking client AP Mahesh Bank.
- Established stakeholder engagement with developers to align IT Ops with eCommerce & Web Hosting needs (Sunera Technologies).
Assistant Manager
Selectsys India Pvt Ltd
- Oversaw Technical Support delivery for US Tech Support, applying Lean Six Sigma and Root Cause Analysis (Fishbone, 5-Whys).
- Spearheaded Lean Six Sigma initiatives improving CSAT, agent utilization & QA scores to 95% each.
- Managed workforce planning and SLA adherence; introduced quality audits and compliance checks.
Team Leader
Mahindra Satyam BSG
- Directed daily operations and KPIs for Verizon HSI Technical Support (Inbound Voice).
- Contributed to a Six Sigma Green Belt project — Time & Motion Study; improved NPS from ~15% to 25–30%.
- Participated in a Black Belt Six Sigma project that improved Service Level from 82% to 92% by reducing AHT and OutBound Calling.
- Led War Room exercises and Joint Call Monitoring with Clients, QA & Senior Management; applied SWOT analysis for service improvements.
- Monitored SLA compliance via KPIs: NPS, AHT, QA, and FCR.
Subject Matter Expert (SME)
Knoah Solutions Pvt Ltd
SME (Aug 2007 – Mar 2008)
- Handled call escalations, conducted floor walks, and provided real-time support to agents.
- Collaborated with WFM, IT & Admin to ensure uninterrupted service delivery.
Voice Support Officer (Nov 2005 – Jul 2007)
- Resolved Earthlink customer internet – email issues with high accuracy and service quality.