Daniel DSouza PMP CSM
Sr. Manager - Cloud & Infra Management
Bangalore
Summary
Service Delivery Manager with 16+ years of experience leading global IT support operations across multiple large‑scale engagements, specializing in service transformations, transitions, and operational excellence. Proven track record of pioneering AI‑led Service Desk modernization, driving automation, self‑healing, and data‑driven support to improve MTTR, customer experience, and cost efficiency. Adept at managing cross‑functional teams, stabilizing transitions, and aligning ITSM outcomes with business objectives.
Overview
16
16
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Sr Manager - Cloud & Infra Management
LTM (previously LTIMindtree)
Bangalore
04.2018 - Current
- Led cross‑functional global teams through transition to steady‑state operations across multiple large accounts ($50M–$300M revenue), delivering stable services aligned to ITIL and industry best practices.
- Served as a key SPOC for RFP pursuits, driving discovery workshops, solution roadmaps, and delivery alignment—contributing to successful onboarding of 20+ new clients and logo wins across manufacturing, Energy - Oil & Gas, Hi-Tech & Finance.
- Spearheaded post–steady state transformation initiatives, implementing targeted automation and optimization programs that delivered sustained cost savings of 20–30%.
- Championed AI adoption by transforming traditional Service Desk operations into AI‑led Service Desks, delivering an average ROI of 38% through automation, productivity gains, and workforce optimization.
- Modernized Command Centre and Major Incident Management by leveraging AI‑driven tools and analytics, enhancing infrastructure monitoring, accelerating incident resolution, and improving operational resilience (ITOps).
German Global IT Analyst
Kennametal Shared Services Pvt. Ltd
Bangalore
05.2015 - 04.2018
- Delivered global IT support in German language for Kennametal employees across Germany and worldwide, resolving issues related to SAP modules, end‑user software, hardware, VPN, mobile devices, Identity & Access Management (IAM), and IT security.
- Owned end‑to‑end Incident and Service Request management via tickets, calls, and chats, ensuring compliance with ITIL processes and consistent achievement of SLAs and KPIs while minimizing business downtime.
- Collaborated with leaders and business stakeholders through regular service review meetings, analyzing performance metrics and implementing corrective actions to enhance customer satisfaction and service quality.
German Client Tech Support Sr. Associate
Dell International Services
Bangalore
01.2012 - 04.2015
- Provided global L1 IT support for end users, resolving software, hardware, VPN, and mobile device issues using structured troubleshooting tools while ensuring minimal downtime and high customer satisfaction.
- Created reusable knowledge base articles to improve first‑contact resolution, and was recognized with multiple awards—including Customer Experience Star of the Month & Quarter (3 consecutive quarters), On‑the‑Spot Award, and Bronze Award—for excellence in service delivery.
Quality Control Analyst
Deluxe Digital Studios
Bangalore
06.2010 - 10.2011
- Quality control analyst to check the quality of subtitles for movies, episodes and interviews.
- Was awarded the Eagle Eyed Editor for achieving 100% quality for popular production houses like Universal, Fox, Paramount, MGM.
Education
MBA - Project Management
Sikkim Manipal University
Bangalore04.2017
Bachelor of Science (B.Sc) - Chemistry, Biology, Computer Science
St. Joseph’s College
Bangalore03.2010
Skills
Service Operations Leadership
AI-Led Transformation
Global ITSM Governance
Executive Stakeholder Engagement
Accomplishments
- LEAN and LEAN methodologies
- Co-Curricular Accomplishments
- National level gold medallist in English short story and poetry writing
- Secured various prizes in Western Music and literature competitions.
Certification
Project Management Professional (PMP)
Timeline
Sr Manager - Cloud & Infra Management
LTM (previously LTIMindtree)
04.2018 - Current
German Global IT Analyst
Kennametal Shared Services Pvt. Ltd
05.2015 - 04.2018
German Client Tech Support Sr. Associate
Dell International Services
01.2012 - 04.2015
Quality Control Analyst
Deluxe Digital Studios
06.2010 - 10.2011
MBA - Project Management
Sikkim Manipal University
Bachelor of Science (B.Sc) - Chemistry, Biology, Computer Science
St. Joseph’s College