Chennai, Tamil Nadu, India
Service Delivery Manager with 16+ years of experience in ITSM, global delivery, and multi-tower operations (EUC, Network, Data Center). Proven track record in leading 18+ end-to-end transitions, managing 80+ teams, and driving SLA/KPI performance. Strong expertise in ITIL frameworks, incident/problem management, and stakeholder engagement, with hands-on experience in automation and digital transformation (ServiceNow, Nexthink, Moveworks). Focused on delivering service excellence, operational efficiency, and customer satisfaction.
Led the successful transition of Service Desk operations from vendor to in-house model, ensuring seamless knowledge transfer and zero disruption to business operations. Managed 30-member Service Desk team, enhancing performance, ensuring SLA adherence, and fostering continuous service improvement. Designed and implemented end-to-end processes, policies, and governance frameworks to ensure a smooth go-live and stable operational environment. Transformed a multi-lingual support model into a centralized English support framework, enabling standardized operations and improving efficiency without impacting user experience. Successfully integrated support for Eviosys (post-acquisition) into the Sonoco Service Desk with zero operational disruption. Built and led an ITSM team of 4 members, defining and implementing end-to-end processes across: Incident Management (IM) Major Incident Management (MIM) Problem Management Service Portfolio Management (SPM). Established structured workflows, escalation matrices, and governance models to align operations with ITIL best practices. Led a Quality team of 4 members, focusing on: Service Desk call quality and process adherence Continuous improvement in agent communication and customer handling.
Shift Lead
Identified system hardware, network infrastructure, and connectivity issues that prevented the execution of user-initiated tasks. Resolved common user concerns by utilizing preset issue resolution scripts. Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies. Engaged in user support interactions via telephone, chat, and email platforms. Diagnosed and resolved user system functionality issues to enable the completion of desired operations. Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution. Answered user-product attribute and usage questions to promote a satisfactory product ownership experience. Entered service tickets into an incident tracking system to facilitate faster problem identification and resolution. Addressed user customer service concerns and decided when to escalate problems to specialist team members. Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed. Removed malware, ransomware, and other threats from laptops and desktop systems. Helped streamline repair processes and update procedures for support action consistency. Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks. Responsible for supporting the team to assist US Customers in System issues, password resets. Handled an average of 28-40 calls/day with Quality/ process. Assists customers in determining problems and provides resolutions on technical and service problems. Responsible for supporting the team for customer satisfaction & analysis for improvement through effective handling of customer problems. Ensures proper escalation procedures are followed. Performs assigned functions according to standardized policies and procedures. (Inbound Calls, US Customers & Technical Process & Team Quality Adherence).
Responsible for providing phone-based technical diagnosis support (average of 1200 calls/month) for all Symantec products supporting ENTERPRISE Customers from around the World. Assist customers in determining problems, creating Tickets for the Issue & Assignee the ticket to a Specialist on that particular Product. Confirming if the Assigned Specialist is working on the issue, etc. (Inbound Calls, Enterprise Customers & Technical Process). Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution.