DEEPAK MANJUNATH
Bengaluru
Summary
An accomplished IT professional with 16 years of extensive experience in IT infrastructure management, IT security, and IT service management. A certified ISO 27001 Lead Auditor with a proven track record of implementing robust security measures and ensuring compliance with industry standards. Established decision-maker and strong leader who thrives in Collaborative environments, having successfully managed cross-functional teams and delivered complex projects on time and within budget.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Deluxe Entertainment Distribution Private Limited
07.2019 - Current
- Helped implement Organization wide security strategy, policies, and procedures aligned with industry standards and best practices.
- Developing, updating, and maintaining security policies, standards, and documentation.
- Successfully led the organization through compliance audits ensuring adherence to regulations and standards. Also, spearheaded multiple Internal IT audits within the organization to ensure compliance.
- Responsible for setting up and managing the complete End to end Service Management portion of Deluxe IT including the IT Service Management Hub managed that dynamically presents essential IT team metrics in real-time.
- Effectively led seamless transition of numerous pivotal projects by collaborating with cross-functional teams, consistently delivering results within the allotted time
- Cut operational and license costs by over 30% by migrating to a different ticketing tool, efficient software and service renewals, and introducing a Region wise support model for better governance
- Ensured normal business operations on an ongoing basis are not affected by introducing and managing event management for tracking alerts as a process and culture within Deluxe
- Coordinated new hire recruitment, training and development.
- Worked to deliver consolidated Service Management and Performance Reporting globally by automating reports to reduce manual intervention.
Service Availability Manager
IBM
10.2016 - 07.2019
- Ensured seamless application availability and uninterrupted performance by taking full ownership of maintaining and meeting availability targets
- Oversaw the transition of key accounts and help set up and define Service Availability and Service Management Processes and metrics
- Lead Incident, Change and Problem Management process for the account and worked proactively to enhance IT service availability
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Service Management Operations Lead
Tech Mahindra
05.2015 - 09.2016
- Worked as a Primary contact point for a key client account overseeing all aspects of Service Management Operations
- Drive process improvement initiatives, resulting in streamlined workflows, reduced downtime, and enhanced service quality
- Led a diverse team of 10+ analysts handling Monitoring, Incident, Change, and Problem Management
- Defined and monitored KPIs and SLAs, consistently meeting service level targets, and driving continuous service improvement
Critical Incident Manager
Hewlett Packard
03.2009 - 05.2015
- Progressed through various roles within the organization, evolving from a Subject Matter Expert to a Team Lead and Critical Incident Manager across multiple accounts, during a tenure of 6 years.
- Engaging with stakeholders, providing timely updates, managing expectations, and ensuring transparency throughout the incident resolution process.
- Conducting gap analysis, process assessments, and process re-engineering along with post-incident activities such as MIR, executive summary, etc.
Technical Support Representative
Microland
09.2007 - 03.2009
- As part of the Level 2 support team, handled escalated calls and conducted complex troubleshooting for network-related products
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Bachelor of Science - Information technology
Kuvempu University
Bangalore, KarnatakaDiploma - Electronics & Communication engineering
M.S.Ramaiah Polytechnic
Bangalore, KarnatakaSkills
- Service Delivery
- IT Security & Compliance
- IT Infrastructure Management
- Project Management
- Service Transition
- Client Relationship Management
- Resource Planning and Budgeting
- Vendor Management
- Risk Management
Certification
- ISO/IEC 27001:2022 Information Security Lead Auditor, Exemplar Global
- SIAM Professional Certification, EXIN
- Certified Agile Scrum Master, EXIN
- ITIL Intermediate Certification in Service Capability Module - Release, Control, and Validation, AXILOS
- Leadership Mindset Workshop and Certification
- ITIL V3 Foundation certified - EXIN
- Hardware & Networking Certification - IIHT
Accomplishments
- Cost Optimization and Governance Enhancement:Achieved over 30% reduction in operational and license costs by orchestrating a strategic transition to a new ticketing tool, effective governance of software/service renewals
- Audit Facilitation and Compliance Assurance:Directed multiple Internal IT audits and guided successful navigation through diverse external client audits, ensuring strict adherence to industry standards and client requirements.
- Successfully initiated and completed onboarding of several clients within the Organization
- Global Service Management Enhancement: Drove global Service Management and Performance Reporting through automation, streamlining processes and minimizing manual intervention for report generation.
- Service Management Hub: Created a one-stop central repository for all IT needs known as ITSM Hub (Deluxe)
- Service Excellence Award from the customer at IBM for excellence in Service Management Operations Delivery
- Instrumental role in Service Transition of key accounts and ensuring project timelines are met with precision (IBM, Tech Mahindra)
Timeline
Service Delivery Manager
Deluxe Entertainment Distribution Private Limited
07.2019 - Current
Service Availability Manager
IBM
10.2016 - 07.2019
Service Management Operations Lead
Tech Mahindra
05.2015 - 09.2016
Critical Incident Manager
Hewlett Packard
03.2009 - 05.2015
Technical Support Representative
Microland
09.2007 - 03.2009
Bachelor of Science - Information technology
Kuvempu University
Diploma - Electronics & Communication engineering
M.S.Ramaiah Polytechnic
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