Vinod Kumar Mishra
Indore
Summary
Service Delivery Manager and IT leader with 14+ years at TCS, progressing from MES Engineer to Business Analyst to SDM to Location Lead - across FMCG / Consumer Goods (P&G), Pharmaceutical and Energy sectors. Currently accountable for 80+ TCS professionals as Location Lead and a 35+ member AMS team managing 44 enterprise applications across 3 portfolios. Delivered 98%+ SLA compliance, ~30% ticket reduction via automation, and 60% drop in unstructured requests through ServiceNow ITSM rollout. Certified ServiceNow CIS-ITSM & CSA. Targeting Project Manager or Service Delivery Manager roles.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Associate Consultant - AMS Lead & Location Lead
Tata Consultancy Services
Indore, India
11.2023 - Current
- Overseeing 80+ TCS professionals as Location Lead at the Indore delivery centre - driving resource planning, performance appraisals, team engagement, and on-site governance across multiple client accounts.
- Managing 44 enterprise applications across 3 portfolios for a global pharma and energy client: Engineering & Technology (12 apps - PPM, Cost, Risk), Plant Engineering (15 apps - 3D Design, CAD, BIM), Manufacturing (17 apps - MES, OEE, Serialization, Compliance).
- Directing a 35+ member AMS team on ServiceNow ITSM - Incidents, Problems, Changes and Service Requests across all 3 portfolios. Maintained SLA 98%+; automation cut repeat tickets by ~30%; ServiceNow-SAP integration reduced integration tickets by 25%.
- Developed 50+ SOPs & knowledge articles - reduced repeat incidents by 22%. Chaired weekly governance reviews with global stakeholders; maintained client CSAT of 4.6 / 5.0.
- Evaluated RFPs, guided proof-of-concept initiatives for new project requirements, and coached team members on technical and functional skills.
Assistant Consultant - Service Delivery Manager & Team Lead
Tata Consultancy Services
Indore, India
10.2019 - 10.2023
- Grew team from 20 to 35 members as SDM for a global pharma client - accountable for strategic planning, budget management, RFP evaluation, vendor management, and end-to-end service delivery across multiple applications.
- Ecosys Project Cost Management (from 2020): Managed full lifecycle - upgrades (v8.4 & v8.7), SAP (PBR/P2/P69) & Primavera P6 integration, user management, and Azure Cloud migration with zero data loss. Reduced manual reconciliation effort by 45%.
- ServiceNow ITSM rollout (2022): Designed and deployed full ITSM solution from scratch - incident workflows, change management, service catalogue. Eliminated 60% of unstructured email requests; cleared application backlog by 35%; root cause analysis saved client 120+ support hours/month.
- Conducted weekly, bi-weekly and monthly KPI & SLA reviews with client leadership. Coached and developed team members on technical, functional and interpersonal skills.
IT Analyst - Business Analyst (MES/MOM)
Tata Consultancy Services
Pune, India
04.2016 - 09.2019
- Spearheaded MES/MOM implementation across 4 global P&G manufacturing plants - fit-gap workshops, functional specifications, SIT/UAT planning, go-live execution, and SLA/SOW documentation covering Production, Quality, Efficiency, Maintenance and Batch modules.
- Delivered Digitalization Roadmap to senior leadership across plant sites, reducing paper-based processes by 70%. Coordinated with QA teams, vendors and stakeholders across multiple geographies.
System Engineer / Assistant System Engineer
Tata Consultancy Services
Pune, India
12.2011 - 03.2016
- MES Engineer: Implemented GE Proficy Plant Applications across 6 global FMCG manufacturing plants - deployed Production, Quality, Efficiency, Maintenance & Batch modules using Proficy Historian, ifix, Workflow and OPC Servers. Supported 5+ application upgrades and system migrations.
- Infrastructure Lead: Managed VMware vSphere environments for 20+ servers - provisioning, VDI pools, VMware vMotion with zero downtime. Handled Proficy upgrades and DB migrations; monitored using SPLUNK, Foglight & vRops.
Education
Bachelor of Engineering (B.E.) - Electronics & Telecommunications
CSVTU
Bhilai05-2025
Skills
- ServiceNow ITSM
- Incident Management
- Problem Management
- Change Management
- Request Management
- Risk Management
- Resource Planning
- Budget Management
- ServiceNow Implementation
- ServiceNow Administration
- Digital Transformation
- Process Improvement
- Application Management Services
- Team Management
- People Management
- Service Delivery Management
- SLA Governance
- Vendor Management
- Stakeholder Management
- Project Management
- Agile
- Waterfall
- Hybrid
- ERP
- MES
- SAP
- Ecosys
- Primavera P6
- GE Proficy
- ITIL v4
- Root Cause Analysis
- Azure Cloud
- Power BI
- MS SQL Server
- SPLUNK
Certification
- Certified Implementation Specialist - ITSM (CIS-ITSM), 27423246, ServiceNow
- Certified System Administrator (CSA), 26972290, ServiceNow
- Agentic AI Executive Micro-Certification, 05/01/25, ServiceNow
- Now Assist Executive Micro-Certification, 02/01/25, ServiceNow
- Power BI Data Analyst Associate, 06/01/25, 06/01/26, Microsoft
- Ecosys Configuration Certified (TECO 2000), Hexagon / InEight
- E2 Competency - Project Management, Tata Consultancy Services
Accomplishments
- 80+ professionals managed as Location Lead at TCS Indore delivery centre
- 98%+ SLA compliance maintained consistently across all client engagements
- ~30% reduction in repeat ticket volume via ServiceNow automation workflows
- 40% faster incident resolution through structured triage and problem management
Awards
- (S)miles Award, 2024/25
- Gold Certificate for Mentoring, 08/01/23
- Contextual Master Award, 06/01/23
- Technical Excellence Award, 11/01/22
- Best Team Award, 03/01/22
- Best Team Award, 09/01/21
- Star of the Quarter, 10/01/21
- TCS Soldier Award, 09/01/21
- Special Initiative Award, 12/01/20
- Star of the Month, 01/01/18
Timeline
Associate Consultant - AMS Lead & Location Lead
Tata Consultancy Services
11.2023 - Current
Assistant Consultant - Service Delivery Manager & Team Lead
Tata Consultancy Services
10.2019 - 10.2023
IT Analyst - Business Analyst (MES/MOM)
Tata Consultancy Services
04.2016 - 09.2019
System Engineer / Assistant System Engineer
Tata Consultancy Services
12.2011 - 03.2016
Bachelor of Engineering (B.E.) - Electronics & Telecommunications
CSVTU