Debjit Pal
Kolkata
Summary
Dynamic Delivery Manager with a proven track record at Tata Consultancy Services, excelling in service delivery management and stakeholder engagement. Enhanced team performance through effective coaching and implemented ITIL processes, achieving a 20% increase in customer satisfaction. Skilled in cross-functional coordination and cost estimation, driving successful project outcomes.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Delivery Manager
Tata Consultancy Services Ltd.
12.2019 - Current
- Acting as the primary client liaison, managing escalations, service issues, and improvement initiatives.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Managed resources to ensure timely delivery and minimize delays.
- Monitoring and managing ServiceDesk, End-user Computing, Remote L2 support, Network Support, Service Management and Dispatch support to ensure optimal service.
- Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
- Maintained high performance levels for service processes, enhancing reliability and client satisfaction.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Building strong client relationships and foster long-term partnerships.
- Ensured compliance with contractual obligations, SLA, and KPIs to meet service quality standards.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Ability to manage budgets, timelines, and cross-functional teams effectively.
- Ensuring compliance with ITIL best practices and organizational standards
- Tailored project management approaches to fit unique needs each client, leading to enhanced partnerships.
- Scaling AI Integration and Delivery Across the Business Unit
- Perform an internal IT audit for different accounts/projects.
EUC Onsite Lead
Wipro Infotech
11.2017 - 12.2019
- Managed operational SLAs and KPIs to ensure service delivery standards.
- Conducted quality management and calibration of Request and Incident tickets for Service Desk & UAM team, supporting internal audit and control of User Access Management requests.
- Developed service improvement plan focused on ticket automation and request count reduction, identifying potential new revenue opportunities.
- Working in collaboration with the client as a service reporting analyst & Team Lead.
- Managed over 100 tickets in the catalog system.
- Supported the GDBS team by handling and mapping request workflows in services.
- Coordinate weekly and monthly meetings with client.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
EUC L2 Team Lead (Offshore Support) Vestas A/S
Wipro Technologies
03.2017 - 10.2017
- SLA Oversight tracking and MTTR to ensure the team meets Service Level Agreements.
- Conducted quality audits on tickets, ensuring compliance with standards and accuracy in documentation.
- Reviewed CSAT scores to pinpoint recurring user pain points and inform improvements in service delivery.
- Identifying where technicians are struggling (e.g., a specific software suite) and organizing targeted training.
- Managed queue of 200+ tickets, preventing bottlenecks and ensuring accurate categorization of incidents and service requests.
- Overseeing the Knowledge Base (KEDB) to ensure technical documentation is accurate and usable for new hires.
- Staffed the desk during peak hours and managed holiday and sickness coverage.
Team Lead (Offshore Support) - British Telecom
Wipro
06.2014 - 02.2017
- Managed service level agreements, key performance indicators, and team schedules to optimize operational efficiency.
- Monitored resource availability and analyzed customer feedback for voice calls and NPS to inform service improvements.
- Trained new team members on company procedures and safety requirements to ensure compliance and operational readiness.
- Coached team members in techniques to enhance task completion and performance.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Education
Bachelor of Technology - CSE
Biju Patnaik University
Bhubaneswar01-2014
12th Standard - Science
CBSE
Jamshedpur01-2010
10th Standard - Science
CBSE
Jamshedpur01-2008
Skills
- Service management
- Service desk management
- ITIL processes
- Delivery oversight
- Budget management
- Stakeholder management
- Service improvement
- Cross-functional teamwork
Accomplishments
- Supervised a team of 180 associates across the globe.
- Collaborated with a team of 70 in the development of the ROC Team.
- Architected and implemented AI-driven solutions to automate and optimize deployment pipelines.
- Deployed high-impact AI strategies that addressed specific pain points across the client landscape.
Certification
- ITIL (Information Technology Infrastructure Library) People Cert
Nexthink Beginner
Project Management with AI - Udemy
- IBM - Generative AI and LLMs: Architecture and Data Preparation
Cricket
- Represented Jharkhand at the Under 17 District level.
- Active participant in high stakes corporate cricket tournaments and amateur leagues.
Personal Information
Certification
10-2025
Timeline
Delivery Manager
Tata Consultancy Services Ltd.
12.2019 - Current
EUC Onsite Lead
Wipro Infotech
11.2017 - 12.2019
EUC L2 Team Lead (Offshore Support) Vestas A/S
Wipro Technologies
03.2017 - 10.2017
Team Lead (Offshore Support) - British Telecom
Wipro
06.2014 - 02.2017
Bachelor of Technology - CSE
Biju Patnaik University
12th Standard - Science
CBSE
10th Standard - Science
CBSE