Description

Seasoned Service Delivery Manager with over 14 years of experience managing clients across

Retail, Finance, Product, and Telecom industries. Expertise in overseeing Infrastructure and

Application towers, including MDM, Network, ServiceNow, SAP, Retail Applications, JDA,

Database, Service Desk, Remote Desktop Support, and Site Support.

Focused on thought leadership, process enhancement, innovation, and process optimization, I

excel at driving operational excellence and aligning IT solutions with business goals. Proficient

in cultivating client relationships, leading cross-functional teams, and delivering value-driven

services that exceed SLAs and enhance customer satisfaction.

With a passion for continuous improvement, I am dedicated to implementing forward-thinking

strategies that deliver sustainable success in dynamic environments.

Languages

English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

HCL Technologies B.V. Netherland
Service Delivery & Customer Sucess Manager
January 2024 - Today (2 years and 5 months)
Amsterdam, Netherlands
• • Led cross-functional teams to implement infrastructure, cloud, and product solutions tailored to retail operations, including point-of-sale (POS) systems, RFID-based inventory management, and smart fitting room technologies.
• • Managed new store openings end-to-end, delivering infrastructure and technology solutions with zero-defect execution, ensuring smooth launches and seamless operational readiness.
• • Oversaw cloud migration projects for retail clients, achieving a 25% reduction in operational costs and a 40% improvement in system performance, enabling scalable and efficient operations.
• • Spearheaded ITIL-based service management processes, optimizing service efficiency by 30% while ensuring SLA compliance critical to retail uptime and customer satisfaction.
Team management Project Management customer service Product management
HCL Technolgies
Regional Service Delivery Manager
DIGITAL AND IT
October 2020 - Today (5 years and 8 months)
Amsterdam, Netherlands
• • Led cross-functional teams to deliver infrastructure, cloud, and product solutions for retail clients, aligning with business goals.
• • Managed end-to-end service delivery for cloud migration projects in the retail sector, reducing operational costs by 25%.
• • Improved system performance by 40%, enabling seamless operations and better scalability for clients.
HCL Technologies (Infrastructure Services Division)
Senior Manager
May 2017 - October 2020 (3 years and 5 months)
Noida, Uttar Pradesh, India
• • Spearheaded top-tier service delivery, ensuring adherence to SLAs and contractual obligations.
• • Managed client relationships to foster trust and satisfaction.
• • Led service delivery teams to exceed performance goals.