Apitha Ashokan
Chennai
Summary
Result-driven Service Delivery Manager with about 11 years of experience in managing complex projects, optimizing service delivery processes, and improving customer satisfaction rates. Service Delivery Manager known for high productivity and efficient task completion. Specialize in strategic planning, client relationship management, and process optimization to ensure smooth service delivery. Excel in leadership, communication, and problem-solving skills, enabling successful team collaboration and customer satisfaction. Strong leadership skills, coupled with the ability to build high-performing teams and implement strategic improvements.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Associate Consultant
HCL Technologies
Chennai
04.2025 - Current
- Supervised daily operations of service desk and technical team to ensure effective support.
- Managed incident response processes to resolve user issues promptly.
- Developed training programs for staff to enhance customer service skills.
- Implemented quality assurance measures for service desk performance improvement.
- Coordinated with IT departments to resolve complex technical problems efficiently.
- Led regular team meetings to discuss updates and address challenges faced.
- Analyzed customer feedback surveys to identify areas where improvements could be made.
- Served as a liaison between customers and other teams within the organization in order to facilitate communication about IT related matters.
- Established KPIs to measure team performance against set objectives.
- Participated in weekly meetings with internal stakeholders in order to discuss any outstanding service requests or issues.
- Coordinated with third-party suppliers when necessary, in order to provide an optimal level of customer service.
- Adhered to customer service standards to foster satisfaction and retention.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Responded promptly to escalations from customers regarding unresolved issues.
- Assisted in the recruitment process by interviewing potential candidates for service desk positions.
- Managed service desk operations, including handling customer inquiries and complaints.
Senior Operations Manager
Trianz Digital Consulting
04.2023 - 10.2024
- Managed 24/7 service desk and multi-channel L1/L2 support teams, maximizing operational efficiency.
- Managed daily operations to enhance efficiency and productivity.
- Oversaw team performance and provided coaching to improve skills.
- Developed standard operating procedures for streamlined workflows.
- Coordinated cross-departmental communication to ensure project alignment.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Measured and reviewed performance via KPIs and metrics.
- Resolved operational issues promptly while maintaining high service quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Senior Engineer (Service Delivery)
Dell Technologies
03.2022 - 11.2022
- Developed and documented Standard Operating Procedures (SOPs) and training materials for various operational functions.
- Communicating with internal/external clients to determine specific requirements and expectations, and managing client expectations as an indicator of quality.
- Managed and exceeded support KPIs, and critical technical support metrics, such as CSAT and backlogs.
- Monitor and evaluate the performance of the service desk team and individual staff members using KPIs and metrics.
- Implement ITIL processes and procedures to ensure consistent and efficient service delivery.
Senior Specialist
HCL Technologies
07.2021 - 12.2021
- Performed the role of cross-functional ITSM lead for incident, change, and problem management across all infrastructure towers.
- Produce activities and workflow documentation for Change, Incident, and Problem Management.
- Handled change, problem management: Responsible for approving emergency changes and validating changes post-approval and pre-approval.
ITSM Lead
Cognizant Technology Solutions
10.2015 - 07.2021
- Led a large global EUC support tower in a technical capacity, ensuring smooth operations and high-quality service delivery.
- Identified and implemented Shift Left and Shift Right opportunities, resulting in a significant enhancement of customer experience, and a considerable increase in overall revenue.
- Conducted training sessions for a larger number of associates, enhancing their proficiency in various technologies, and improving team performance.
- Presented delivery updates and performance insights to key stakeholders, ensuring transparency and alignment with business goals.
- Managed KPIs and metrics effectively to track and improve performance, contributing to significant performance enhancements.
- Ensured that severity 1 and 2 SLAs are met, and that there is proper management of Sev1 and Sev2 queries and monitoring.
Technical support
Infinite Computer Solutions
02.2015 - 10.2015
- Supported and maintained all network issues for fast growing Verizon IT Services.
- Managed user accounts and granted share & security level permission.
- Responsible for maintaining the company strategy like designing, implementing and maintenance of enterprise network components.
- Troubleshoot LAN, WAN and WLAN and VPN issues.
Helpdesk support Engineer
HCL BPO
04.2013 - 11.2014
- Resolved an average of 50 technical support tickets per week, achieving a 95% customer satisfaction rate.
- Implemented new process for tracking and prioritizing support requests, resulting in a 20% improvement in response time.
- Conducted training sessions for new helpdesk support staff, leading to an increase in first-call resolution by 25%.
- Took the ownership of Daily, Weekly & Monthly various operations reports & dashboard to the Management & Team.
- Involved in regular operations improvement discussions with the management.
Education
Bachelors of Engg - PTLEE CNCET, ECE
Anna University
ChennaiSkills
- IT service delivery management Incident, Change and Problem
- Leadership management Stakeholder management
- Customer relationship
- Team management Performance management
- Continuous improvement Innovation
- MaaS infrastructure Cloud computing
- Knowledge manager Quality assurance
- Project management support
- ServiceNow ITSMJIRA Confluence
- Analytical problem solving Process analysis
Certification
- ITIL V3
- AWS Solutions Architect course completed
Timeline
Associate Consultant
HCL Technologies
04.2025 - Current
Senior Operations Manager
Trianz Digital Consulting
04.2023 - 10.2024
Senior Engineer (Service Delivery)
Dell Technologies
03.2022 - 11.2022
Senior Specialist
HCL Technologies
07.2021 - 12.2021
ITSM Lead
Cognizant Technology Solutions
10.2015 - 07.2021
Technical support
Infinite Computer Solutions
02.2015 - 10.2015
Helpdesk support Engineer
HCL BPO
04.2013 - 11.2014
Bachelors of Engg - PTLEE CNCET, ECE
Anna University
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