DEEPAK SHARMA

IT Service Delivery Manager with 16 years of extensive experience in enhancing application performance and managing client relationships. Skilled in ITIL processes and stakeholder engagement, driving service improvements and maintaining SLA compliance. Achievements include optimizing ERP systems and delivering projects efficiently within budget and timelines.

• ISO 20000 Lead Implementer – IT Service Certification
• ISO 20000:2011 IT Service Management Internal Audit Training
• ITIL Expert: Managing Across the Lifecycle (ITIL-MALC)
• ITIL Expert Certificate in IT Service Management
• ISO 2000-1:2018 Transition Training
• The cybersecurity threat landscape
• Microsoft Certified Systems Administrator
• Microsoft Certified Professional

NDF Automation:

Led a cross-functional project to automate the employee leaver process, streamlining workflows from Workday triggers to departmental sign-offs. This initiative resulted in an 80% reduction in processing time (from 15 to 3 days) and improved interdepartmental coordination

Skills utilized: application development, enhancement, process, and workflow automation

Tools: Workday, API, and RPA.

Sanas NC and AT Deployment:

Led the Sanas NC and AT deployment, successfully onboarding new services to drive service improvement and enhance user experience for more than 800 users across India, the UK, South Africa, and Europe.

Skills Utilized: New Service On boarding, Implementation Management, Cross-functional Coordination, ITIL Processes.

Telephony Platform Migration:

Directed the telephony platform migration from HVS to AWS, ensuring minimal disruption, and achieving a 99.9% uptime during the transition

Outcome: This cloud migration resulted in approximately 10% cost savings

Skills Utilized: Cloud Migration, AWS, Infrastructure Management, Project Planning, Risk Management.

In Tune Migration:

Managed the In Tune migration across multiple business units, contributing to a large-scale data center migration that improved system manageability and security for circa 3,000 devices

Skills utilized: system management, security protocols, deployment management.

Site ramp-up/setup:

Played a key role in site ramp-up/setup activities, including infrastructure setup, application deployment, and user support for more than 3,000 users

Skills utilized: Infrastructure setup, application deployment, user support, project coordination.

O365 Migration:

Led the O365 migration from on-premises servers for 8,000 employees, ensuring seamless communication and collaboration capabilities post-migration

Skills utilized: migration management, O365 administration, change management, and communication planning.