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Service Delivery Manager with 10+ years in IT Managed Services & Telecommunication
With over 13 years of experience in ICT Managed Services, IT Operations, Service Desk Operations and Core Telecommunication as Senior Service Delivery Manager. I am a seasoned and certified professional who leads the delivery of high-quality IT services to customers across various domains and geographies. As the MS Service Delivery Manager at ACS, I ensure efficient and effective Managed Services Consultation to client, Manage Programs & execution of deliverables (NOC, SOC, Infrastructure, Application Managed Services) proactively monitor and manage risks and scope and stabilize and improve programs through diligent leadership and rigorous processes. I have a proven track record of exceeding customer expectations, resolving issues promptly, and maintaining high CSAT scores. I also have strong skills in developing and implementing strategies, direction, and governance frameworks using ITIL and ITSM practices, establishing SLA adherence, and facilitating 24x7x365 handover and escalation mechanisms. Additionally, I drive operational productivity and cost optimization through the development of key metrics, tools, standards, VAPT, automation, and process deployments. My mission is to enable and empower my team, partners, and customers to achieve their goals and deliver value through IT
BVP, Pune
M.B.A. · Information Technology & International Business
July 1, 2021 – July 1, 2023
SSM CET, University of Kashmir, Srinagar
Bachelor of Engineering
August 1, 2007 – January 1, 2011
ACS
Managed Services Operations Head Delivery
August 1, 2022 – February 1, 2024
Riyadh, Riyadh Region, Saudi Arabia
Dimension Data
SDM for Managed Services-Riyadh
June 1, 2021 – July 1, 2022
Riyadh, Riyadh Region, Saudi Arabia
Total IT Global
Area Delivery Manager & Program Manager APAC Region
March 1, 2020 – May 1, 2021
India
Unisys India Pvt. Ltd.
Senior Service Delivery Manager Deployment
January 1, 2019 – March 1, 2020
Bengaluru, Karnataka, India
Huawei GDC
RAN/BSS Manager, RAN L3 Managed
January 1, 2018 – January 1, 2019
Bengaluru, Karnataka, India
Ericsson India Global
Managed Services Manager & Program Manager
April 1, 2013 – December 1, 2017
Gurgaon, Haryana, India
Currently Undergoing CTO Leadership Program
Indian School of Business
June 1, 2026 – Present
ITIL V4
Unknown
January 1, 2022 – Present
Amazon Cloud Associate
Amazon
January 1, 2021 – Present
PMP Certified
PMI
January 1, 2020 – Present
Training and Certification in Effective Problem-Solving and Decision Making
Unknown
January 1, 2019 – Present
ITIL V3 Foundation
Unknown
January 1, 2018 – Present
Ericsson Certified for IP Technology
Ericsson
January 1, 2016 – Present
CCNA R&S
Unknown
January 1, 2011 – Present
Cultural Fit Analysis
The candidate's extensive experience across multiple international companies (ACS, Dimension Data, Total IT Global, Unisys, Huawei, Ericsson) and diverse sectors (Banking, Telecom, Aviation, Healthcare) suggests a high degree of adaptability and cultural awareness. Their involvement in global client projects and managing diverse teams indicates a strong ability to work in multicultural environments. The ongoing CTO Leadership Program further demonstrates a commitment to continuous learning and leadership development, aligning with a growth-oriented culture.
Soft Skills & Operational Fit
The candidate demonstrates strong soft skills crucial for a Service Delivery Manager, including stakeholder management (C-level meetings), conflict management, resource management, and vendor management. Their experience highlights a customer-centric approach, focus on process improvements, and ability to drive operational efficiency and profitability. The emphasis on 24x7x365 operations, escalation mechanisms, and continuous service improvement plans indicates a robust operational fit for demanding service delivery environments.