Highlights:- Led global IT service delivery for Fortune 500 clients, managing $125M+ P&L and a team of 800+ professionals across cloud, cybersecurity, and IT infrastructure. - Achieved 48% gross margin improvement and reduced operational costs by 30% through AI automation. - Transformed failing IT service engagements into profitable operations by enhancing SLA adherence and implementing ITIL-based governance. - Successfully migrated enterprise IT operations to cloud platforms (AWS, Azure) and modernized data center technologies. - Expertise in cybersecurity frameworks, compliance (GDPR, PCI-DSS), and Zero Trust Security strategies.

Skills:ITIL, IT Strategy, Digital Transformation, IT Governance, IT Compliance, Financial Management, IT Service Management (ITIL, ITSM), KPI & SLA Management, IT Operations Management, Agile & Scrum Project Management, Vendor Management, Contract Management, Cloud Computing, Data Center Management, Virtualization, Disaster Recovery, Business Continuity, CRM, Artificial Intelligence, Machine Learning, Automation, Data Analytics, Business Intelligence, Predictive Analytics, ServiceNow, Microsoft Dynamics, Risk Management, Vulnerability Management, Data Protection & Encryption, Zero Trust Security Framework, GDPR, CCPA, PCI-DSS Compliance, IT Support & Helpdesk Management, End-User Computing, End-User Services, IT Helpdesk, Large Service Desk, Messaging, MDM, Call Center & IVR Technologies, IT Process Automation

Goal:Innovative IT leader with 21+ years of experience in IT strategy, digital transformation, and AI-driven automation. Seeking a leadership role in IT operations, cloud infrastructure, or AI & cybersecurity strategy to drive digital innovation, operational efficiency, and business growth.

Certification:ITIL Foundation (2007)

Global IT Service Delivery Director 08/2018 - 11/2024
HCL Tech, Princeton, New Jersey United States
Industry: Information Technology
- Led global IT service delivery for Fortune 500 clients, managing a team of 800+ across End-User Services and Data Center Technologies. - Achieved 100% SLA compliance through governance frameworks and proactive risk management. - Oversaw $125M+ P&L, driving cost optimization and achieving double-digit profit growth.
Key Achievements: - Turned around multiple failing engagements from red to green by resolving escalations, improving SLA adherence, and optimizing financials. - Reduced operational costs by 30% through automation and process improvements. - Improved customer satisfaction by 25% through enhanced service delivery and proactive engagement. Core Responsibilities: - Directed end-to-end IT service delivery across data centers, cloud platforms (Azure/AWS), EUC, and global service desks. - Managed pre-sales activities, including RFP/RFI responses, pricing strategies, deal sizing, contract negotiations and vendor negotiations. - Implemented from scratch ITIL processes (Incident, Problem, Change Management) to enhance operational efficiency.--
Delivery Director 01/2018 - 08/2018
NTT Data, Noida, Uttar Pradesh India
Industry: Information Technology
Oversaw end-to-end infrastructure services delivery for a healthcare client, ensuring mission-critical service availability.
Key Achievements: - Delivered seamless IT operations during a major infrastructure upgrade with zero SLA breaches. - Improved team productivity by 20% through automation initiatives. Core Responsibilities: - Managed Data Center with a focus on security compliance and patching. - Ensured high-quality risk updates and issue resolution for mission-critical services.--
Sr. Service Delivery Manager 06/2013 - 01/2018
HCL Technologies, Noida, Uttar Pradesh India
Industry: Information Technology
Led infrastructure service delivery for a major enterprise, managing 250+ team members across Data Centers and EUC tracks.
Key Achievements: - Increased SLA achievement from 85% to 98% (contractual target) within one year by implementing robust governance frameworks. - Successfully transitioned a $100M+ IT outsourcing deal involving data center migrations and end-user support services. Core Responsibilities: - Directed operations for storage systems (NetApp/EMC), virtualization platforms (VMware), and backup solutions. - Delivered EUC solutions including imaging, patching, compliance (COPS/NIST), and software distribution.--
Storage Technology Manager (EMEA & NA Regions) 09/2006 - 06/2013
Computer Sciences Corporation India Pvt. Ltd., Noida, Uttar Pradesh India
Industry: Information Technology
Managed regional storage teams across EMEA/NA regions, driving automation, risk mitigation, and cost-saving initiatives.
Key Achievements: - Reduced operational costs by $2M through risk management, vendor consolidation and automation of workflows. - Designed disaster recovery strategies ensuring zero SLA breaches during critical incidents. Core Responsibilities: - Oversaw Wintel/Unix systems administration, database management, storage solutions, and backup systems. - Collaborated with vendors to deliver infrastructure solutions within budget constraints.--
Senior Storage Administrator 12/2005 - 09/2006
IBM India Ltd., Bangalore, Karnatakka India
Industry: Information Technology
Worked as Senior Storage Administrator.
Worked as Senior Storage Administrator.--
Senior System and Storage Administrator 10/2004 - 12/2005
Hewlett Packard, Bangalore, Karnatakka India
Industry: Information Technology
Worked as Senior System and Storage Administrator (BPO Opportunity).
Worked as Senior System and Storage Administrator (BPO Opportunity).--
Sr. Technical Support Officer 05/2003 - 10/2004
Convergys India Services Ltd., Gurgaon, Haryana India
Industry: Information Technology
Worked as Sr. Technical Support Officer (Microsoft Support, BPO Opportunity).
Worked as Sr. Technical Support Officer (Microsoft Support, BPO Opportunity).--

Maharshi Dayanand University, Rohtak, Haryana, India 11/1999 - 03/2003
Sonepat, Haryana, India
Degree: Bachelor's Degree
Major:Computer Science Engineering
Completed Bachelor's Degree in Computer Science and Engineering.

IT Manager/Director/CIO/CEO IT Director, CIO, CEO, IT Senior Manager