Arjit Saxena
Ghaziabad,UP
Summary
Results-driven IT Infrastructure and Service Delivery Manager with over 13 years of experience in IT service management (ITSM), project management, and global IT operations across the APAC, EMEA, and LATAM regions. Expertise in Agile methodologies, the ITIL framework, incident management, and cloud computing ensures a strategic approach to enhancing service delivery. Proven track record of leading cross-functional teams to drive operational efficiency while maintaining high service levels and customer satisfaction. Skilled in data center management, end-user support (EUS), NOC, SOC , migration strategies, risk mitigation, and IT governance, contributing to organizational success in dynamic environments.
Overview
13
13
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Service Delivery Manager
Skillmine Technology Consulting
03.2025 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Supervised operations of 24-hour customer service desk staffed by 150 team members at ICICI securities
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Reduced turnaround time with effective resource allocation and task prioritization.
Sr. Service Delivery Manager
Total IT Global
01.2022 - 08.2024
- Spearheaded IT infrastructure service delivery projects, ensuring high availability and adherence to ITIL best practices
- Implemented incident, problem, and change management strategies to minimize downtime and improve service efficiency
- Led customer engagement meetings (weekly/monthly/quarterly) to enhance client relationships and ensure SLA compliance
- Managed hardware asset lifecycle, ensuring accurate stock replenishment and seamless IT operations
- Leading EUS/ Data Center/ Application on Premises
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
DC Operations Manager
Hewlett Packard Enterprise
05.2021 - 12.2021
- Managed IT operations for multi-location data centers, leading a team of 165 IT professionals
- Developed and published KPIs & metrics to measure ITSM efficiency and enhance reporting structures
- Conducted monthly customer reviews, ensuring contract compliance and operational improvements
- Achievements: Improved ITSM process efficiency by 25%, reducing operational risks and enhancing service reliability
- Leading EUS/ Data Center/ Application on Premises
Manager - IT Operations
Progressive Infotech Pvt Ltd
02.2021 - 05.2021
- Led a 55-member NOC monitoring team for cloud and on-premise infrastructure
- Implemented monitoring tools (Nagios, Site24x7, Dynatrace) for proactive issue resolution
- Enhanced service delivery processes, improving team efficiency and incident response time
- Achievements: Reduced incident response time, leading to improved system stability
- Leading EUS/ Data Center/ Application on Premises
Project Coordinator
IBM India Pvt Ltd
10.2019 - 02.2021
- Managed large-scale cloud migration projects and ITSM process implementations
- Developed and analyzed KPIs to measure IT service effectiveness
- Collaborated with cross-functional teams to resolve client issues and ensure timely project delivery
- Achievements: Successfully migrated 150,000 physical servers to virtual environments, optimizing infrastructure costs
Server Administrator
IBM India Pvt Ltd
03.2015 - 09.2018
- Configured and maintained 2000+ servers for national data centers
- Performed server OS installations (Windows, Linux, Solaris) and applied critical patches
- Conducted backup operations and resolved antivirus & security issues across data center environments
- Designed and implemented virtualization strategies, reducing infrastructure costs and improving efficiency
Technical Support Officer
Convergys India Pvt. Limited
12.2013 - 03.2015
- Provided remote technical support and troubleshooting for global clients
- Developed technical documentation and troubleshooting guides for internal teams
- Resolved customer issues efficiently, ensuring high customer satisfaction ratings
Technical Support Adviser
Teleperformance India Pvt Ltd
02.2013 - 09.2013
- Provided technical support via chat and remote sessions for international clients
- Created and maintained technical documentation to improve resolution times
- Assisted customers with software troubleshooting for applications like Adobe Photoshop
Education
MBA - IT/HR
01.2016
B. Tech - Computer Science
01.2013
GED - undefined
03.2005
High School Diploma - undefined
03.2003
Skills
IT Service Management (ITSM)
Service level agreement management
Project Management
Experience with cloud infrastructure
Incident Management
Problem Management
Change Management
Customer Satisfaction
IT Governance
Vendor Management
Stakeholder Management
Budget Optimization
Cost Optimization
IT Operations
Leadership
Team Management
ServiceNow
BMC Remedy
Certification
ITIL 4 Certified, 2020
Accomplishments
- Successfully completed onboarding of 22 technical members in Network Security team of ICICI securities Managed services, worked as Transition Lead and won projects for managed services for DBA, SOC, and LB domains
- Supervised a 3,200-member team during a high-impact ITSM migration project.
- Successfully migrated 150,000 physical servers to virtual platforms, reducing costs by 30%.
- Led data center relocation during COVID-19 with zero downtime.
- Managed global IT operations across APAC, EMEA & LATAM, leading a team of 165.
- Designed and implemented cost optimization strategies, reducing hardware costs by 40%.
- Led ITSM transformation initiatives, improving efficiency by 25% and reducing incident resolution time by 30%.
Timeline
Service Delivery Manager - Skillmine Technology Consulting
03.2025 - Current
Sr. Service Delivery Manager - Total IT Global
01.2022 - 08.2024
DC Operations Manager - Hewlett Packard Enterprise
05.2021 - 12.2021
Manager - IT Operations - Progressive Infotech Pvt Ltd
02.2021 - 05.2021
Project Coordinator - IBM India Pvt Ltd
10.2019 - 02.2021
Server Administrator - IBM India Pvt Ltd
03.2015 - 09.2018
Technical Support Officer - Convergys India Pvt. Limited
12.2013 - 03.2015
Technical Support Adviser - Teleperformance India Pvt Ltd
02.2013 - 09.2013
Laxmi Devi Institute of Engineering & Technology - B. Tech, Computer Science
Hartmann College - GED,
Hartmann College - High School Diploma,
Mahatma Gandhi University - Distance Learning - MBA, IT/HR