Headline

Service Delivery Manager | 14+ Yrs Leading Global IT Delivery | Cloud Transformation | Agile Delivery | IT Service & Program Management | ITIL®, CSPO®, CSM® | Gen AI Leader

About

Service Delivery Manager with 14+ years leading global Infra Operations, Cloud Ops, and DevOps programs for enterprise clients across BFSI, telecom, and IT services. Proven track record managing multi-million-dollar delivery portfolios, driving SLA/OLA compliance (99%+), incident and problem management, disaster recovery, and infrastructure modernization at scale. Certified ITIL®, CSPO®, CSM®, and Google Gen AI Leader. Skilled in vendor and stakeholder management, P&L ownership, ITSM governance (ServiceNow), Agile delivery, and AI-driven automation for operational efficiency. Led delivery teams of 50+ across Hexaware, T-Systems, NTT DATA, Wipro, IBM, and HCL — consistently improving uptime, reducing MTTR, and driving cost optimization through automation. Core Strengths: Infrastructure Delivery Management | Cloud & DevOps Operations | Incident/Problem/Change Management | Disaster Recovery | SLA & Vendor Management | Agile & ITIL Governance | AI-Led AutomationExperienced

Location

Greater Bengaluru Area

AI stack

claude

gemini

meta

openai

replit

ChatGPT

Work experience

Delivery Manager at Hexaware Technologies, Sep 2022 - Present · 4 yrs, Lead end-to-end infrastructure delivery across CloudOps and Infra Operations tracks for 5 enterprise clients. Improved operational efficiency by 15% through automation and proactive monitoring using ServiceNow, SCOM, Zabbix. Drove cloud transformation and process standardization initiatives, sustaining 100% SLA adherence across all service lines. Own governance and escalation management for 5 accounts, reducing major-incident recurrence by 10%. Mentor and upskill a team of 50 engineers, improving Agile delivery maturity and reducing sprint slippage by 5%.

Senior Consultant at T-Systems ICT India Pvt. Ltd., Sep 2020 - Sep 2022 · 2 yrs 1 mo, Managed large-scale IT infrastructure delivery operations for 7 clients / a team of 15, with direct accountability for profitability and SLA compliance. Served as primary client liaison for escalations and monthly/quarterly governance reporting across 7 accounts. Spearheaded service transformation initiatives that improved delivery timelines by 10% and lifted CSAT scores. Achieved and sustained 100% SLA compliance across all the infrastructure towers.

Specialist at NTT DATA Services, Sep 2017 - Sep 2020 · 3 yrs 1 mo, Noida, Uttar Pradesh, India, Delivered infrastructure modernization programs and backup automation across global data centers. Reduced incident resolution time by 25% through streamlined operations and automation. Ensured audit compliance and data recovery readiness across enterprise systems.

Senior Engineer at Wipro Limited, Jun 2016 - Sep 2017 · 1 yr 4 mos, Pune, Maharashtra, India, Implemented VERITAS NetBackup 8.0 across enterprise environments. Managed client migrations and disaster recovery operations to ensure business continuity.

Senior Operations Professional at IBM, Aug 2015 - Jun 2016 · 11 mos, Noida, Managed backup and recovery operations across multi-platform systems. Ensured smooth business operations through proactive issue resolution and SLA tracking.

Technical Specialist at HCL, Jun 2012 - Jun 2015 · 3 y, Noida

Education

Bachelor of Technology (B.Tech.), Electrical, Electronics and Communications Engineering, amity University