Bhuvaneshwaran Palanikumar
IT Service Delivery Lead
Bengaluru,Karnataka
Summary
Results-driven IT Service Delivery Lead with 9 years of overall experience and 7 years of expertise in IT Service Delivery and IT Operations, managing enterprise customers across Cloud, VDI/DaaS, and Infrastructure environments. Skilled in leading ITIL-based service operations including Incident, Major Incident, Problem, Change, and Escalation Management while ensuring SLA/KPI compliance and operational excellence. Proven ability to manage customer relationships, governance meetings, vendor coordination, and service improvement initiatives supporting 6,000+ users across 18+ enterprise customers globally. Adept at driving service availability, reducing MTTR, improving CSAT, and delivering high-quality IT services aligned with business objectives.
Overview
9
9
years of professional experience
7
7
IT Service Delivery | Customer Experience Manager
Work History
Senior Executive - Customer Experience Manager
Anunta Technology Management Pvt. Ltd.
Bengaluru, Karnataka
08.2019 - 08.2026
- Led and manage IT Service Delivery and IT Operations for global enterprise customers in Cloud and VDI (DaaS) environments, ensuring high availability and customer satisfaction
- Managed ITIL processes (Incident, Problem, Change, Major Incident Management), improving SLA compliance and reducing MTTR
- Delivered IT services for 6000+ end users across 18+ enterprise clients spanning multiple geographies
- Owned end-to-end service delivery lifecycle, ensuring consistent SLA adherence and operational excellence across accounts
- Managed BAU / Day-2 Operations, ensuring service continuity, operational stability, and minimal downtime
- Led Major Incident Management (P1/P2), coordinated bridge calls, and accelerated service restoration to minimize business impact
- Owned Incident, Service Request, and Escalation Management workflows, ensuring timely resolution and process efficiency
- Conducted governance meetings (daily/weekly/monthly) and delivered service reports, dashboards, and MoMs to stakeholders
- Collaborated with Omnissa, vendors, and OEMs for issue resolution, infrastructure changes, and service request fulfilment
- Ensured SLA/KPI compliance and service quality standards, driving continuous performance improvement
- Managed stakeholder communication and customer expectations, leading service improvement initiatives and enhancing customer satisfaction
- Key Achievements
- Led onboarding and service readiness for a new enterprise DaaS customer, improving onboarding efficiency by 30% and achieving zero SLA breaches during deployment
- Scaled VDI infrastructure across enterprise environments, achieving 99.9% service availability and improved operational performance
- Strengthened Major Incident Management (P1/P2) processes, improving resolution time by 20% and minimizing business impact
- Implemented Disaster Recovery (DR) and Azure Virtual Desktop (AVD) DR solutions, enhancing business continuity readiness by 40%
- Improved SLA compliance from 95% to 98%+ through proactive monitoring, governance reporting, and vendor alignment
- Increased customer satisfaction (CSAT) by driving structured governance, proactive communication, and continuous service improvement initiatives
- Revenue Growth & Account Expansion
- Contributed to new business acquisition by supporting onboarding of strategic enterprise accounts
- Expanded existing client environments through user capacity growth and VDI adoption
- Identified and converted opportunities in Disaster Recovery and infrastructure enhancements
- Supported revenue growth initiatives through value-added services and account expansion
- Negotiated and secured service credits through effective vendor management
- Performance & Recognition
- Delivered high performance across accounts, reflected in strong customer ratings and reviews
- Recognized by clients for rapid incident response and proactive issue resolution
- Appreciated for clear communication, ownership, and technical expertise
- Acknowledged by leadership for service delivery excellence and business impact
SAP Application Support Analyst / IT Operations Support
Accenture Services India Pvt. Ltd.
03.2017 - 05.2019
- Provided IT Operations and Application Support for SAP SCM systems, contributing to incident management, SLA adherence, and operational stability in production environments.
- Supported SAP SCM applications in production environments and ensured smooth operational support.
- Managed incident lifecycle activities including logging, triage, assignment, and resolution using ServiceNow and Remedy.
- Performed application monitoring and operational checks to maintain business continuity and reduce service disruptions.
- Coordinated with cross-functional teams for incident resolution within SLA timelines.
- Supported audit, compliance, and quality processes to improve service support effectiveness.
- Prepared process documentation and job aids to improve consistency and operational efficiency.
- (Payroll: Gapbridge Software Services Pvt. Ltd.)
Education
Bachelor of Computer Applications (BCA) -
Thiagarajar College
Madurai 06.2013 - 04.2016
Higher Secondary Certificate (12th) - Computer Science
Nadar Higher Secondary School
Madurai 06.2012 - 05.2013
SSLC -
Nadar Higher Secondary School
Madurai 06.2010 - 04.2011
Skills
- IT Service Delivery Management
- Global Delivery Management
- IT Operations
- ITIL Framework
- Major Incident Management
- Problem Management
- Change Management
- SLA / KPI Governance
- ServiceNow
- Stakeholder Management
- Customer Success
- Vendor Management
- Customer Escalation Management
- Service Governance & Reporting
- BAU / Day-2 Operations
- Cloud / VDI / DaaS Support
- Business Continuity
Languages
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Senior Executive - Customer Experience Manager
Anunta Technology Management Pvt. Ltd.
08.2019 - 08.2026
SAP Application Support Analyst / IT Operations Support
Accenture Services India Pvt. Ltd.
03.2017 - 05.2019
Bachelor of Computer Applications (BCA) -
Thiagarajar College
06.2013 - 04.2016
Higher Secondary Certificate (12th) - Computer Science
Nadar Higher Secondary School
06.2012 - 05.2013
SSLC -
Nadar Higher Secondary School
06.2010 - 04.2011