AMIT KUMAR

I have a proven track record in driving IT service excellence and operational efficiency for global companies. My career has been built on delivering high-value solutions across IT Service Management (ITSM), Project Management, Enterprise Application Management, IT Operations & Support, along with a consistent focus on customer satisfaction and continuous improvement. Throughout my career, I worked with large global teams and complex projects, including full-cycle ERP implementations, global service desk operations, and the establishment of robust IT governance models. I am adept at managing multi-functional teams and collaborating with stakeholders at all levels, from Business leaders to frontline technical teams, ensuring alignment on goals and achieving measurable outcomes. Excel in leadership, communication, and problem-solving to enhance team performance and ensure customer satisfaction.

• ITIL Implementation: Spearheaded the implementation of ITIL-based service delivery frameworks, resulting in a 10% increase in customer satisfaction (CSAT scores), and a 5% reduction in incident resolution times
• ITSM tools, ServiceNow and Global Service Desk, set up and led the global implementation of ServiceNow ITSM modules along with technical teams, including Incident, Problem, Change, Knowledge, CMDB, and Asset Management, resulting in a 15% improvement in incident SLA attainment and a 0.5 million euros reduction in annual support costs through process automation and improved resource allocation. This initiative established a 24/7 global service desk, delivering comprehensive support to end users
• IT service improvement reduced incident volume by 15% by implementing a self-service portal and knowledge management system for end users and internal IT teams, leading to an estimated annual cost savings of €1.8 million This initiative empowered end users with self-help resources and improved first-call resolution rates
• IT Service Operational Efficiency, optimized resource allocation, and workforce efficiency through cross-functional collaboration and skills-based routing at the Global Service Desk level, resulting in a 20% reduction in incident resolution times and a 20% increase in employee productivity, This initiative improved team performance and contributed to a 2 million euro reduction in operational costs
• IT Project Management: Successfully managed IT projects of a size of 4 million euros at global and regional levels within defined scope, time, and cost constraints, meeting quality standards, and satisfying stakeholder expectations to derive value and objectives
• People management, established clear KPIs, conducted regular performance evaluations, and implemented training initiatives to enhance team capabilities, fostering a collaborative and high-performing work culture

• ITILV4
• ITIL Service Operations
• SAP Business One Consultant

• PRIDE Award (NBS)
• Value Recognition Award (BT)
• Walk the Talk Award (Walmart) for customer service and relationship