Deepak Singh
IT Service Management - Lead
Summary
Versatile ITSM Lead with over 14 years of experience driving IT service delivery, change management, and ITIL-aligned processes. Proven expertise in SLA/KPI governance, incident and problem management, CMDB maintenance, and process automation. Skilled in leading cross-functional teams, streamlining operations, and building governance frameworks that enhance IT operations and customer satisfaction. Proficient in ServiceNow and Power BI for performance monitoring, insights generation, and leadership reporting.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
ITSM Lead
New York Global Consultant (Dell Technologies)
09.2022 - Current
- Led the end-to-end change management lifecycle, collaborating with CAB, CAG, and stakeholders.
- Evaluated change impact, risk, and scope; ensured accurate recording and prioritization.
- Monitored SLA/KPIs using dashboards; performed UAT testing for SLA/OLA implementations.
- Conducted weekly incident audits and enforced SOP compliance.
- Drove monthly governance meetings with cross-functional teams.
- Automated ServiceNow reporting using scheduled scripts and dashboards.
- Executed CMDB cleanup and ensured data accuracy.
- Managed knowledge base content and training sessions.
- Built custom ServiceNow dashboards for real-time metric monitoring.
- Streamlined CAB coordination; minimized change implementation risks.
- Improved CMDB accuracy via regular audits.
- Reduced SLA breaches by 20% through proactive monitoring and governance.
ITSM Manager
Data Intensity
01.2021 - 09.2022
- Oversaw change requests and resolved approval delays.
- Collaborated with CAB to assess and mitigate risks.
- Produced weekly/monthly reports on SLAs, backlog, and ticket trends.
- Governed incident/request queues and ensured SLA adherence.
- Led UAT for SNOW forms and automated catalog items.
- Ensured process integrity through compliance collaboration.
- Automated reporting saved ~10 hours per week in manual effort.
- Enhanced governance transparency with structured review meetings.
Senior Analyst – ITSM
Yash Technologies
03.2018 - 09.2020
- Managed daily ITSM operations and monitored tickets.
- Created performance dashboards and reports.
- Mentored team members and provided process guidance.
- Monitor the Service Level Agreement (SLA) signed with business.
- Monitor different dashboards in ServiceNow keep the team aware of new Incident and Request.
- User Provisioning and De-Provisioning using Active Directory and Office 365 Hybrid (Admin).
- Access to multiple in-house systems application. Administration of Network Files and Folders.
IT Support Analyst
Mindtree
11.2015 - 03.2018
- Delivered technical and process support across projects.
- Maintained documentation and ServiceNow workflows.
- User Provisioning and De-Provisioning using Active Directory and Office 365 Hybrid (Admin).
- Amend, create & delete Distribution List, Mailbox.
- Help with on-boarding and off-boarding.
- Asset management and co-ordination with hardware procurement team.
ITSM Analyst
CenturyLink
06.2014 - 11.2015
- Supported core ITIL processes and contributed to governance planning.
- Analyst to provide IT Infra & operations support to Junior & Mid-level Service Desk Engineers.
Technical Support Executive
Aditya Birla Minacs
05.2010 - 01.2014
- Delivered L1 technical support and managed incident resolution per SOPs.
- I was handling both the iOS and the CPU (MAC) queue.
- Responsible for managing the level one team and training.
- I was a part of the On-Job training team.
- Promoted to level 2 I was given the responsibility to manage and help the level 1 team completely.
Education
Bachelor of Computer Applications -
Sikkim Manipal University
01.2007 - 01.2011
Skills
IT service management expertise
Corporate governance
Service operations management
Proficient in diverse tools
Software development frameworks
Effective team collaboration
Proficient in computer applications
Customer engagement
Skilled in Microsoft Office suite
Team coordination
Power BI data visualization skills
Change process facilitation
Incident response coordination
Root cause analysis management
Data report creation
Experience with ITIL processes
Coordinate SNOW CMDB processes
Performance tracking dashboard creation
ServiceNow platform management
SLA performance oversight
Certification
ITIL v3 Foundation Certified
Location Preference
Bangalore, Karnataka
Professional Attributes
- Strong analytical and decision-making capabilities
- Effective communication and stakeholder engagement
- Committed to continuous improvement and service excellence
- Team-oriented leader with mentoring experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 8 staff members.
Timeline
ITSM Lead
New York Global Consultant (Dell Technologies)
09.2022 - Current
ITSM Manager
Data Intensity
01.2021 - 09.2022
Senior Analyst – ITSM
Yash Technologies
03.2018 - 09.2020
IT Support Analyst
Mindtree
11.2015 - 03.2018
ITSM Analyst
CenturyLink
06.2014 - 11.2015
Technical Support Executive
Aditya Birla Minacs
05.2010 - 01.2014
Bachelor of Computer Applications -
Sikkim Manipal University
01.2007 - 01.2011