Hi, I’m
Darshan More
Senior Specialist
Mumbai
Summary
With 20 years of experience as an IT Service Delivery professional, I excel in crafting and executing strategies that modernize and transform IT operations. My expertise in ITIL and SIAM frameworks, coupled with a robust understanding of modern methodologies like Scrum, DevOps, and Kanban, empowers me to drive impactful changes and deliver outstanding results. Proficient in ITSM tools like ServiceNow, I have ensured precise performance tracking and alignment with SLAs and KPIs.
My core strengths lie in strategic decision-making and planning, innovative solution design for RFx opportunities, and effective supplier integration and governance. I am adept at leading teams, managing relationships with empathy, and fostering cross-functional collaboration. With a proven track record of enhancing processes, enforcing governance, and facilitating clear communication within supplier management, my mission is to optimize end-to-end service delivery and elevate user experiences through continuous improvement and transformation.
Overview
20
years of professional experience
3
years of post-secondary education
3
Languages
5
Certificates
Work History
LTIMindtreeMumbai
Senior Specialist
02.2022 - Current
Job overview
- Conducting independent reviews and assessments of existing processes, tools, and records to proactively detect and rectify process and system issues ensuring 100% compliance & supporting actions required for maturing to higher level
- Solution Designing for RFx opportunities based on information available. Suggest pragmatic transformation / modernising opportunities based on client's industry domain, tools in the ecosystem and modern but relevant automation
- Engaging with cross functional collaborations with stakeholders (client & suppliers) and establishing connections to monitor compliance & regulations and enhance enterprise-level effectiveness, thereby improving end-user experience management scores.
- Addressing conflicts thereby ensuring end-to-end service accountability
- Acknowledged & appreciated for introducing best practices and ensuring sustainability through automation & cross tower collaboration.
- Performance management via SLA and KPI tracking and communicating analytical outputs based on data
- Managing activities related to new account / supplier / service onboarding & transitions.
- Proactive problem management to Identify areas requiring critical improvement and implementing strategies to attain set targets.
- Spearheading change through quality-focused strategies to help operations achieve ambitious short- and long-term objectives.
- Interpreting client's needs and introducing customized services to meet contractual obligations
- Keeping vigilant eye on industry trends and adjusting strategies accordingly.
- Answering efforts required towards training requirements for client or supplier teams to enforce quality, safety, and sanitation guidelines
- Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements
CapgeminiMumbai
Manager
07.2016 - 02.2022
Job overview
- Active member of an Agile team to explore, develop ServiceNow Platform as a Product for an Automotive major client whilst adhering to the Scrum Framework and Azure DevOps
- Foremost contribution in multiple SAFe / Agile related planning events – Program Increment / Vision
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- As a Global Process Manager via SIAM (Vendor Management) Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Ensuring the compliance of activities aligned for Contract execution
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Headed a cohesive & high velocity team of 80 FTEs of multiple skill sets from multiple cities, to deliver Service Management & SIAM services for 50+ Accounts across Europe (Banking & Finance, Construction, Manufacturing, etc.)
- Cross-trained existing employees to maximize team agility and performance.
Anunta Technology Management ServicesMumbai
Customer Engagement Manager
05.2014 - 07.2016
Job overview
- Managing services of Virtual Desktop as a Services environment (Citrix, VMWare) solution to multiple Clients in Manufacturing and BFSI domains as per agreed SOWs and contractual KPIs
- Displaying skills of Escalation, internal/external stakeholder, Conflict Management when working along with other partners/vendors of the Client to ensure end to end delivery
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Engagement with clients to understand needs and develop proactive solutions.
- SLA and KPI monitoring and governance
Movida India Pvt. Ltd.Mumbai
Service Delivery Manager
03.2012 - 05.2014
Job overview
- Managing the end to end operational support to the Mobile Banking Payment product offered by Movia India Pvt. Ltd. to the clients within BFSI and Telecom domain ensuring adherence to the PCI (Payment Card Industry) guidelines
- Client Engagement - Ensuring strong relationship with the Clients, via regular connects and periodic review meetings and being an escalation point
- Gathering Business Requirement Documents, defining SoW and SLAs, Capacity and Support requirements
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Managed third-party contracts to drive delivery of required services.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
Capgemini India Pvt. Ltd.Mumbai
Consultant
01.2010 - 02.2012
Job overview
- Incident & Problem manager for multiple clients in Central Europe Geography
Wipro InfotechMumbai
Site Incharge
04.2008 - 01.2010
Job overview
- Deployed as a Site Incharge at one of the major Indian Bank’s Datacenter location
- Managing Performance appraisals & mentoring the team members with their career growth within/outside the company based on their skills
- Vendor & Capacity Management for all the IT H/W assets across the bank’s branches within the country
- Periodic Service Reviews with the client and suppliers for further discussions
- Team Mgmt. & SLA Management
- Setting up Major Incident Mgmt. process
- Managed Audit readiness activities and represented the Bank in external and internal SOX and ISO
- Audits for ITIL Process Compliance
Prudential Process Management Services India Pvt. LtdMumbai
Infrastructure Analyst
04.2005 - 04.2008
Job overview
- Team Lead for a 5-member desktop engineers
- Senior Executive Technical Support Team ensuring minimum downtime in Desktop / Laptop issues
- Seconded to the United Kingdom (UK) for a period of 3 months as part of Process Management team
- Proactive Problem Management via trends analysis
- Part of the team responsible to manage IT Risk Management
Electronic Data Systems
Technical Help Desk Executive
06.2004 - 04.2005
Job overview
- Part of the team responsible for providing on call help on the technical desktop issues faced by the end users on their desktops / desktop applications, password resets, etc
- Based on defined identify and escalate any situations of larger impact whilst raising high prio incidents
Education
University of MumbaiMumbai, India
Bachelor of Science from Information Technology
07.2001 - 05.2004
ITIL 4 Specialist - Create Delivery And SupportPeopleCert
ITIL 4 Specialist - Create Delivery And Support from Information Technology
03.2024 - 03.2024
Scrum Alliance
Scrum Master Certified (SMC)
08.2021 - 08.2021
PeopleCert
ITIL 4 Foundation from Information Technology
04.2019 - 04.2019
SIAM FoundationMumbai, India
SIAM - Foundation
08.2018 - 08.2018
PeopleCert
ITIL Service Operation - PeopleCert
07.2017 - 07.2017
Skills
Scrum Master
ITIL
ServiceNow
Service Integration and Management (SIAM)
Customer Engagement
Team Management
IT Operations Management
Agile
Certification
Certified Scrum Master
Timeline
ITIL Specialist Create Delivery and Support
03-2024
ITIL 4 Specialist - Create Delivery And Support
ITIL 4 Specialist - Create Delivery And Support from Information Technology
03.2024 - 03.2024
Senior Specialist
LTIMindtree
02.2022 - Current
Certified Scrum Master
08-2021
Scrum Alliance
Scrum Master Certified (SMC)
08.2021 - 08.2021
ITIL 4
04-2019
PeopleCert
ITIL 4 Foundation from Information Technology
04.2019 - 04.2019
SIAM Foundation
SIAM - Foundation
08.2018 - 08.2018
ITIL Service Operations
04-2018
PeopleCert
ITIL Service Operation - PeopleCert
07.2017 - 07.2017
Manager
Capgemini
07.2016 - 02.2022
ITIL V3
05-2015
Customer Engagement Manager
Anunta Technology Management Services
05.2014 - 07.2016
Service Delivery Manager
Movida India Pvt. Ltd.
03.2012 - 05.2014
Consultant
Capgemini India Pvt. Ltd.
01.2010 - 02.2012
Site Incharge
Wipro Infotech
04.2008 - 01.2010
Infrastructure Analyst
Prudential Process Management Services India Pvt. Ltd
04.2005 - 04.2008
Technical Help Desk Executive
Electronic Data Systems
06.2004 - 04.2005
University of Mumbai
Bachelor of Science from Information Technology
07.2001 - 05.2004