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Sanjay Singh

IT Service Management Professional | ITIL V3 | Change, Release, Incident & Problem Management | MSc Data Analytics | ServiceNow | Power BI

Manchester

8+ years of work experience

Microland Limited
Apr 20263 mosPresent

Clyde & Co
Jun 20257 mosDec 2025

Manchester

• Managed end-to-end Incident lifecycle — triage, categorisation, RCA, SLA compliance — across UK operations at Clyde & Co LLP • Drove Problem Management including Known Error records, workarounds and permanent fixes to reduce repeat failures • Supported Change Management via RFC logging, risk/impact assessment and CAB governance • Maintained CMDB accuracy via Active Directory and Office 365 admin; produced SLA and incident trend reports for IT management
Orchid Homecare Support
Nov 20231 yr 2 mosDec 2024

Bolton

• Maintained a fleet of Windows laptops, tablets, and mobile devices (iOS/Android) used by office coordinators and field care workers, ensuring full operational readiness at all times. • Supported care-specific applications and mobile platforms, resolving software, GPS check-in, and connectivity issues to keep frontline staff productive. • Ensured device encryption and data security compliance across all endpoints in line with CQC and organisational data protection requirements. • Analysed Care Staff performance and tracked key metrics using MS Excel and PowerBI, improving operational efficiency by 30%
Microland Limited
Jul 20221 yr 4 mosOct 2023

Bangalore Urban

• Acted as primary escalation point and client-facing service owner, overseeing end-to-end IT service delivery across Incident, Problem, Change, and Request Management for a key enterprise account, maintaining SLA performance consistently above 95% • Drove continuous service improvement initiatives achieving a 15% reduction in incident resolution time, 30% decrease in service downtime, and 10% uplift in customer satisfaction scores • Served as single point of contact for client stakeholders and senior management, leading regular service review meetings and presenting operational insight reports and improvement roadmaps • Developed and maintained performance dashboards on ServiceNow and Power BI covering incident volumes, change success rates, problem ageing, SLA adherence, and NPS trends • Owned end-to-end governance of ITSM policies and process documentation, ensuring alignment to ISO 20000 standards and ITIL best practices across the delivery organisation • Managed and mentored a cross-functional team spanning Incident, Problem, and Change Management functions, driving performance against defined KPIs and SLA obligations • Spearheaded preparation for ISO 20000 and ISO 27001 audits, coordinating evidence gathering across teams and achieving successful audit outcomes • Coordinated documentation for SDI and PwC audits, implementing improvement actions arising from findings to strengthen the service delivery framework
Microland Limited
Jul 20193 yrs 1 moJul 2022

Bengaluru

• Owned end-to-end Change & Release Management lifecycle, managing 4 Change Analysts and improving change success rate from 89% to 95% through CAB governance and risk assessment • Orchestrated full release management across Dev, QA, UAT, and Production via XLR Tool — maintaining zero critical release failures throughout tenure • Led CAB and Pre-CAB meetings, facilitating structured change approvals, challenge sessions, and freeze period communications with customer and internal stakeholders • Managed emergency hotfix deployments, PIRs, and environment refresh cycles, embedding lessons learned back into governance frameworks • Directed technical teams through the full major incident lifecycle, driving P1/P2 resolution and stakeholder communication to minimise business impact and meet SLA targets • Managed and mentored a team of 6 Incident Managers and 4 Change Analysts, setting KPI-aligned objectives and conducting structured coaching and one-to-ones • Produced post-incident reports, RCAs, and trend analyses, feeding findings into Problem Management to drive permanent fixes and reduce repeat ticket volumes • Managed proactive and reactive Problem Management — identifying systemic failure patterns, raising Problem Records, and eliminating root causes • Consistently achieved SLA fulfilment above 95% and sustained high NPS scores across quarterly reporting cycles
Microland Limited
Oct 20189 mosJun 2019

London Area, United Kingdom

• Delivered deskside and remote IT support across Clifford Chance global offices (London, Sydney, and Perth), providing SME-level incident resolution in a high-pressure international legal firm environment • Managed full hardware lifecycle — installation, maintenance, upgrades, and retirement — for desktops, laptops, monitors, printers, and peripheral equipment • Maintained accuracy and integrity of inventory and asset management data across the full device lifecycle (order, receiving, stock, deployment, move, retirement, and swap) in coordination with management • Led diagnosis and troubleshooting of complex PC and network issues, serving as subject matter expert for escalated incidents • Managed vendor relationships for device procurement, faulty device replacement, and mobile number allocation and termination during onboarding and offboarding
Dell International Services India Private Limited
May 20151 yr 2 mosJun 2016

Bengaluru Area, India

- Handled technical support queries efficiently, leading to a 9% drop in user complaints and enhanced customer satisfaction. - Achieved SLAs by resolving an average of 16 incidents per week and ensuring minimal service disruption. - Conducted quality checks and root cause analyses, contributing to a 5% reduction in recurring issues.

Education

The University of Bolton

MSc, Data Analytics & Technologies

The University of Bolton

20231 yr2024
Symbiosis Centre for Distance Learning

Post Graduate Diploma in IT Management, Information Technology

Symbiosis Centre for Distance Learning

20162 yrs2018

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Headline

IT Service Management Professional | ITIL V3 | Change, Release, Incident & Problem Management | MSc Data Analytics | ServiceNow | Power BI

About

IT Service Management professional with 10+ years of enterprise experience across Incident, Problem, Change, Release, and Request Management. ITIL V3 certified with a First Class MSc in Data Analytics — combining deep ITSM governance expertise with data-driven performance improvement. ✅ Improved change success rates from 89% to 95% through CAB governance and risk frameworks ✅ Reduced incident resolution time by 15% and service downtime by 30% ✅ Delivered ISO 20000 & ISO 27001 audit-ready environments at enterprise scale ✅ Built ServiceNow & Power BI dashboards enabling data-driven service reviews ✅ Led cross-functional teams of 4–6 across Incident, Problem & Change towers Currently open to Service Management, Service Delivery, or Change/Release Manager roles in the UK. Feel free to connect or message.

Location

Manchester

Work experience

Operations Excellence Manager at Microland Limited, Apr 2026 - Present · 3 mos

IT Service Analyst at Clyde & Co, Jun 2025 - Dec 2025 · 7 mos, Manchester, • Managed end-to-end Incident lifecycle — triage, categorisation, RCA, SLA compliance — across UK operations at Clyde & Co LLP • Drove Problem Management including Known Error records, workarounds and permanent fixes to reduce repeat failures • Supported Change Management via RFC logging, risk/impact assessment and CAB governance • Maintained CMDB accuracy via Active Directory and Office 365 admin; produced SLA and incident trend reports for IT management

IT Support and Operations Analyst at Orchid Homecare Support, Nov 2023 - Dec 2024 · 1 yr 2 mos, Bolton, • Maintained a fleet of Windows laptops, tablets, and mobile devices (iOS/Android) used by office coordinators and field care workers, ensuring full operational readiness at all times. • Supported care-specific applications and mobile platforms, resolving software, GPS check-in, and connectivity issues to keep frontline staff productive. • Ensured device encryption and data security compliance across all endpoints in line with CQC and organisational data protection requirements. • Analysed Care Staff performance and tracked key metrics using MS Excel and PowerBI, improving operational efficiency by 30%

Associate Service Delivery Manager (Senior IT Service Management Lead) at Microland Limited, Jul 2022 - Oct 2023 · 1 yr 4 mos, Bangalore Urban, • Acted as primary escalation point and client-facing service owner, overseeing end-to-end IT service delivery across Incident, Problem, Change, and Request Management for a key enterprise account, maintaining SLA performance consistently above 95% • Drove continuous service improvement initiatives achieving a 15% reduction in incident resolution time, 30% decrease in service downtime, and 10% uplift in customer satisfaction scores • Served as single point of contact for client stakeholders and senior management, leading regular service review meetings and presenting operational insight reports and improvement roadmaps • Developed and maintained performance dashboards on ServiceNow and Power BI covering incident volumes, change success rates, problem ageing, SLA adherence, and NPS trends • Owned end-to-end governance of ITSM policies and process documentation, ensuring alignment to ISO 20000 standards and ITIL best practices across the delivery organisation • Managed and mentored a cross-functional team spanning Incident, Problem, and Change Management functions, driving performance against defined KPIs and SLA obligations • Spearheaded preparation for ISO 20000 and ISO 27001 audits, coordinating evidence gathering across teams and achieving successful audit outcomes • Coordinated documentation for SDI and PwC audits, implementing improvement actions arising from findings to strengthen the service delivery framework

IT Service Management Lead at Microland Limited, Jul 2019 - Jul 2022 · 3 yrs 1 mo, Bengaluru, • Owned end-to-end Change & Release Management lifecycle, managing 4 Change Analysts and improving change success rate from 89% to 95% through CAB governance and risk assessment • Orchestrated full release management across Dev, QA, UAT, and Production via XLR Tool — maintaining zero critical release failures throughout tenure • Led CAB and Pre-CAB meetings, facilitating structured change approvals, challenge sessions, and freeze period communications with customer and internal stakeholders • Managed emergency hotfix deployments, PIRs, and environment refresh cycles, embedding lessons learned back into governance frameworks • Directed technical teams through the full major incident lifecycle, driving P1/P2 resolution and stakeholder communication to minimise business impact and meet SLA targets • Managed and mentored a team of 6 Incident Managers and 4 Change Analysts, setting KPI-aligned objectives and conducting structured coaching and one-to-ones • Produced post-incident reports, RCAs, and trend analyses, feeding findings into Problem Management to drive permanent fixes and reduce repeat ticket volumes • Managed proactive and reactive Problem Management — identifying systemic failure patterns, raising Problem Records, and eliminating root causes • Consistently achieved SLA fulfilment above 95% and sustained high NPS scores across quarterly reporting cycles

Senior Service Desk Analyst at Microland Limited, Oct 2018 - Jun 2019 · 9 mos, London Area, United Kingdom, • Delivered deskside and remote IT support across Clifford Chance global offices (London, Sydney, and Perth), providing SME-level incident resolution in a high-pressure international legal firm environment • Managed full hardware lifecycle — installation, maintenance, upgrades, and retirement — for desktops, laptops, monitors, printers, and peripheral equipment • Maintained accuracy and integrity of inventory and asset management data across the full device lifecycle (order, receiving, stock, deployment, move, retirement, and swap) in coordination with management • Led diagnosis and troubleshooting of complex PC and network issues, serving as subject matter expert for escalated incidents • Managed vendor relationships for device procurement, faulty device replacement, and mobile number allocation and termination during onboarding and offboarding

Client Support Technician at Dell International Services India Private Limited, May 2015 - Jun 2016 · 1 yr 2 mos, Bengaluru Area, India, - Handled technical support queries efficiently, leading to a 9% drop in user complaints and enhanced customer satisfaction. - Achieved SLAs by resolving an average of 16 incidents per week and ensuring minimal service disruption. - Conducted quality checks and root cause analyses, contributing to a 5% reduction in recurring issues.

Education

MSc, Data Analytics & Technologies, The University of Bolton

Post Graduate Diploma in IT Management, Information Technology, Symbiosis Centre for Distance Learning