Headline

Service Delivery Manager | Global IT Operations | ITIL / ITSM | Managed 120+ FTEs | $30M Enterprise Delivery | Service Desk & Infrastructure | SLA Governance | Vendor Management | Operational Excellence

About

Service Delivery Leader with 19+ years of experience managing global IT infrastructure and service desk operations across enterprise environments. Proven track record of leading large-scale delivery engagements worth $30M+ while managing distributed teams of 120+ engineers supporting infrastructure services across 800+ locations. Experienced in ITIL-based service management, including incident, problem, and change governance, ensuring consistent SLA-driven service delivery for global clients. Strong expertise in service governance, vendor management, operational optimization, and stakeholder engagement across complex enterprise environments. Certified in Lean Six Sigma Green Belt and PRINCE2, with deep experience in driving operational excellence through process transformation, risk mitigation, and continuous service improvement. Passionate about aligning technology operations with business outcomes, building high-performing teams, and delivering resilient, scalable IT services that support long-term enterprise growth.

Location

Greater Delhi Area

Work experience

Group Manager at HCL Technologies, Sep 2021 - Dec 2025 · 4 yrs 4 mos, Noida, Uttar Pradesh, India, • Specialized in Onsite support, Service desk and DaaS operations, managing CMDB, device refresh procurement, disposal, and inventory management. • Implemented strategies to streamline processes, optimize device refresh cycles, and enhance inventory accuracy. • Successfully increased efficiency and reduced costs through effective process improvements and data-driven decision-making.

Consultant at HCL Technologies, Jul 2019 - Aug 2021 · 2 yrs 2 mos, Responsible for Planning, Identification and Managing Risks, executing, monitoring & controlling the projects for data centers provisioning Analyzing the client requirements: translating new ideas into clients’ solutions including opportunity identification, requirements development, delivery, support & analysis

Associate Consultant at HCL Technologies, Sep 2014 - Jul 2019 · 4 yrs 11 mos, Noida, Responsible for Stake Holder Management: Identification and analysis of stakeholders with respect to their influence and interest Collecting the requirements and creating the work packages along with verification of scope at various milestones.

Team Lead - Operations at CSC, May 2006 - Sep 2012 · 6 yrs 5 mos, Played a key role in project planning, setting up timelines, project governance, project monitoring and tracking, status reporting Established processes, generating regular and adhoc reports, tracking of activities, highlight risks and issues along with close monitoring during critical stage. Ensured compliance to SLA with involvement in coaching and mentoring team members to achieve the desired targets and delivery schedules.

Business Analyst at Agilent Technologies, Apr 2005 - May 2006 · 1 yr 2 mos

Education

MBA, Operations, Institute of Management Technology, Ghaziabad

M.Sc, IT, Kuvempu Vishwavidyanilaya