---
title: "Mainuddin Shaikh - Service Desk Management - Process Quality Team Lead in Pune City | Tal"
description: "Meet Mainuddin Shaikh, Immediate Joiner | IT Service Delivery / Service Desk Manager | 12+ Yrs Exp | Service Delivery & Process Quality | PMP® | ITIL® | ServiceNow & Power BI | SLA Governance | Driving CSAT & Go-To-Green CIPs based in Pune City."
image: "https://tal.club/meet/mainuddin-shaikh/share-image"
---

# Mainuddin Shaikh on Tal

## Headline

Immediate Joiner \| IT Service Delivery / Service Desk Manager \| 12\+ Yrs Exp \| Service Delivery & Process Quality \| PMP® \| ITIL® \| ServiceNow & Power BI \| SLA Governance \| Driving CSAT & Go\-To\-Green CIPs

## About

Immediate Joiner \| Serving Notice I am a Service Desk Manager and Service Delivery Leader with over 12 years of experience managing enterprise\-grade IT support operations\. My expertise lies in driving operational excellence through strict SLA governance, data\-driven process automation, and high\-performance people leadership\. Key Highlights & Impact \- Scalable Leadership: Proven experience managing large, diverse teams of up to 52 members, including Team Leads and Quality Analysts\. Service Recovery: Expert in driving "Go\-To\-Green" initiatives and Continuous Improvement Plans \(CIP\) to stabilize underperforming service metrics\. Strategic Tools: Proficient in utilizing ServiceNow and Power BI to deliver executive\-level dashboards and actionable operational insights\. Process Governance: Deeply skilled in the ITIL framework, managing incident, problem, and change lifecycles while ensuring audit readiness\. Stakeholder Management: Experienced in leading performance cadence calls with global clients to align service delivery with business goals\. Professional Credentials: PMP® \(Project Management Professional\) ITIL® Foundation v3 AWS Certified Cloud Practitioner Certified NexThink Associate \| MCSE \| MCP I am currently based in Pune and available for leadership opportunities in Service Desk, Service Delivery, IT Operations, or Process Quality\.

## Location

Pune City

## Work experience

Service Desk Management \- Process Quality Team Lead at Amdocs, Jul 2024 \- Present · 1 yr 11 mos, Pune District, Maharashtra, India, IT Remote Support \(Service Desk\) Management, Operations Management, Data Analysis, KPI & Governance

Service Desk Manager \- Associate Project Manager at Wipro, Nov 2022 \- Jul 2024 · 1 yr 9 mos, On\-site

IT Service Desk Team Lead at Wipro, Apr 2022 \- Nov 2022 · 8 mos, Pune District, Maharashtra, India

Technical and Business Operations Analyst at Amdocs, Nov 2016 \- Apr 2022 · 5 yrs 6 mos, Pune District, Maharashtra, India, Technical and Business Operations Analyst Service Desk Desktop Support

Senior Technical Support Associate at Convergys, Mar 2014 \- Jul 2016 · 2 yrs 5 mos, Pune/Pimpri\-Chinchwad Area, Take calls for UK based EE process and help customers with their Broadband and Wi\-Fi Setup, Routers Etc\.

## Education

Bachelor’s Degree, Business/Commerce, General, Savitribai Phule Pune University

[View the original profile](https://tal.club/meet/mainuddin-shaikh)

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