Abhishek Ranjan
Pune,MH
Summary
Accomplished ITSM Leader (Ex TCSer) with over 18 years of proven experience in IT leadership roles, service delivery management, IT operations, and service integration. Highly experienced in overseeing global IT services for renowned organizations, with a strong focus on customer satisfaction and service excellence.
Pursuing an IT leadership role to spearhead innovative solutions and deliver outstanding service outcomes for the organization.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Integration and Operations Manager
Morgan Advanced Materials UK PLC
Remote
07.2022 - Current
- Functional head managing Service Integration, Global Service Desk, Freshservice tool, IT Asset Management and Reporting
- Direct report to Infra & Operations Director supporting in CXO reporting, budgeting, and strategic implementations
- Tier 1 Partner governance & service level management
- Lead large scale ITSM & agile transformation projects
- Serve as Freshservice Product Owner, successfully migrated from ManageEngine and implemented all ITSM modules. IT asset management, and analytical reporting
- Continual improvements, automations, leveraging AI, Chabot, integrations, orchestrations and shift left activities
- Oversee IT Asset Management team, managing end to end SAM and HAM lifecycle efficiently
- Lead global service desk team of 23 multi-lingual employees, ensuring high quality first line support
- Driving ITIL 4 adoption across all business units, managing organizational change and communication
- Participate in budget forecasting and ensuring effective cost control and resource optimization.
- Lead, mentor, and develop high-performing team of IT professionals
Senior Service Delivery Manager
Tata Consultancy Services Ltd. (TCS)
Sweden, Denmark, UK, Singapore, Malaysia And India
07.2009 - 07.2022
- Played several leadership roles such as Senior SDM, Global IT Operations Manager, ITSM Consultant, Service Transition Manager and Global Service Desk Manager during my tenure 13 years with TCS
- Worked for renowned clients like IKEA, Ikano Bank, PostNord, Shell, BG Group, Downer group, CitiBank, Celcom, Nielsen IQ and more
- Lead successful ITSM transformations, streamlined IT Operations and implemented ITSM tool and supported Presales activities for APAC, UK and European clients
- Lead large projects and accounts with team size >200
- Handled SIAM implementation, supplier onboarding, governance and performance management
- Lead ServiceNow integrations and enhancements
- Supported in large scale Agile transformations and adoption of spotify model, scrum & agile ceremonies
- Handled team of Incident, Problem. Change Managers and Service desk technicians
- Supporting internal and external IT audits
- Driving continuous improvements, CSAT and NPS improvement plans and shift left activities
Technical Support Consultant
Wipro Infotech, CMS Computers and Startups
India
07.2006 - 07.2009
- Worked for Wipro Infotech, CMS Computers Ltd. and Durga Enterprises (local startup) as Technical support consultant during initial 3 years of career
- Played key roles within IT Infrastructure such as Wintel, Network, Storage, Telecom and Domino administrator
- Supported complex IT infrastructure, Windows and AS400 servers, desktops, laptops, network printers and network devices maintenance
- Worked on the ground to assemble systems, implement LAN, ERPs and provided remote and desktop support
- Served as L1 and L2 Service Desk agent, troubleshooting issues and ticket management in HPSM, Remedy and Peregrine
Education
Bachelor of Commerce - Finance And Accounting
MLSU University
Udaipur, India07.2005
Skills
- ServiceNow & Freshservice Solutions
- SIAM Governance & Vendor Management
- Cost Optimization & Budgeting
- IT Project Management, Project 4 Web
- IT Governance, Quality, Risk and Compliance
- Global Service Desk Management
- CIO reporting and Analytics
- Continual Service Improvement
- ITSM, DevOps & Agile Transformation
- Service Transition and Operations
- Customer satisfaction and NPS
- Service Catalogue and Service Level Management
Hobbies
- Networking : Participating in professional networking events and forums
- Continuous Learning: Taking online courses in emerging technologies and IT service practices
- Traveling: Exploring new places to gain diverse perspectives and experiences
- Photography: Capturing and editing photos, AI
- Fitness and Wellness: Maintaining a balanced lifestyle
Accomplishments
- Achieved Cost Savings of £280,000 by right-sizing teams, automating processes, leveraging AI, consolidating software licenses, and shift-left initiatives within 2 years at Morgan
- Reduced Physical Servers by 40% through virtualization and data centre consolidation, cutting hardware costs by over $230,000 annually and saving $45,000 in energy expenses yearly
- Awarded the AMCF Trophy in the UK for exceptional contribution to ITSM transformation
- Implemented 14 ITSM Processes along with ServiceNow Integration for IKEA-Ikano Bank at Malmo, Sweden
- Recipient of Multiple Accolades : Star of the Month, On-the-Spot Awards, and Customer Champion appreciations
- Nielsen Gold Award Winner 2010 for outstanding performance in Service Delivery
Certification
- ITIL 4 Foundation
- ITIL V3 Expert
- SIAM Professional
- EXIN Service Integration Manager
- Leading SAFe 4.5
- PRINCE2 Practitioner
- Six Sigma Green Belt
- Agile Scrum Master
- Microsoft Certified Systems Engineer
- VCA - Cloud & Workforce Mobility
References
Professional references available on request
Timeline
Service Integration and Operations Manager
Morgan Advanced Materials UK PLC
07.2022 - Current
Senior Service Delivery Manager
Tata Consultancy Services Ltd. (TCS)
07.2009 - 07.2022
Technical Support Consultant
Wipro Infotech, CMS Computers and Startups
07.2006 - 07.2009
Bachelor of Commerce - Finance And Accounting
MLSU University